Patio Covers Unlimited of Idaho, LLC

I have apologized to Ms [redacted] for her perception that our company has lied to her with regards to her depositA deposit is necessary for us to order her product, but also to secure her place in our queueWe went to her home in January to assess the damage from the snow and provide her with an estimate for the repairsBetween the time that we provided the estimate and the time that she ordered, we received over a hundred orders, pushing the schedule for her repair out several monthsWe alerted our customers as to our delays and let them all know that we would contact them within a week of their installation date and apologized for the inconvenienceWe have not excuse for not returning a phone call, and I apologized to her for that The last thing we want is an unhappy customer, unfortunately, this year has been very unusual and the amount of work that needs to be done with the limited number of workers available has put an incredible strain on everyone in the construction businessWe are doing our best to get to everyone in a timely manner, but completely understand Ms***'s frustration and have issued her a full refund of her deposit

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThey have agreed to take care of the damaged floorBUT there is still a leak in the roof...Two leaks have been stopped but one remains and this hasn't been addressed yet.
Sincerely,
*** ***

Revdex.com:
Please be advised that I received a call from Patio Covers Unlimited this morning regarding my complaint. They were very apologetic and within 1/hours the crew was here to repair my carport. They did an outstanding job and I consider this matter
resolved. It should be noted that I have had a long relationship with Patio Covers Unlimited and would recommend them to anyone needing the services and products they offer Thank you for stepping in to help resolve this matter *** * ***

We have been in contact with Mr*** and have continued to respond to his request for service in an attempt to resolve the leaking issueUnfortunately, the extreme weather conditions we've had has made the service difficult as it needs to be dry to seal any leaking areasOur installers were out
to his house last week and to address the leaks and the damage to the floorWe are paying for the flooring to be replaced by a professional flooring contractor and will continue to stay in communication with Mr*** regarding any additional issues he may have and take care of them as the weather allows

Mr*** contacted us in February and let us know that his beam had been damagedHe didn't let us know that he wanted it replaced until April and by that time we were to weeks out on any installations, including repairsI understand his frustration and I wish we could be get to his
project earlier, but we are working as fast as we can to get to everyoneWe have told him that we will contact him as soon as we have him on the schedule

We contracted with *** *** on
September 21, to pour a new concrete patio and construct a solid patio
coverThe estimate that he received was for $2,plus the cost of the building
permitHe gave us a $1,deposit and we told him that installation would
occur in approximately
weeks*** *** called weeks later on October 6th to find out when he would
be installedHe was told that it would be approximately weeks from the date
he paid his depositThe week of October 12th we began prepping for
the concrete pad*** *** called again on October 14th and asked
when his patio cover would be installedWe told him that after the concrete
was poured we needed to let it cure for about weeksAs we were in the middle
of fall and the potential for unexpected weather changes, the concrete patio
was complete on October 23rdAfter allowing the concrete to cure
for days we installed the patio cover on November 5th with no
issueOn November 5th he told us he would be sending in his final
paymentOn November 9th *** *** called to alert us to a leak on
his patioOften times when we install patio covers in the fall and winter
months the sealant doesn't have a chance to cure before it gets wet or gets too
cold and we have to return when the weather warms up and/or dries outOur
installer went to assess the situation and added some additional caulking We received his final payment on November 12th
On November 19th he called again to tell us it was still leakingWe
told him that we would schedule the service for December 1st but
would call him if the weather was still too cold or wetHe was not happy to
wait so long, but we know there is no use in going out to try and repair
something if it wasn’t going to workWhen he challenged *** and told him that
time frame wouldn’t work for him *** did tell him that if he didn’t want to
wait he could seal it himself, but that it wouldn’t do any goodWe contacted
him on December 1st and told him we would reschedule for the next week,
as the weather was still too coldOn December 8th we contacted him
again and told him that we needed to wait as the temperature had not risen
above degrees and we would have no success in trying to seal the leakAt
that time he seemed to understand but then he called back on the 9th and was angry that we hadn’t been out yet He called again on December 10th and wanted to know when we were coming to fix his leakWe again told him we
had to wait for better weatherHe called again on December 23rd,
this time complaining that he didn’t like the way the cover was attached to the
wood and that he wanted us to make it inches steeper*** *** spoke to
him again and told him that we would have our manager come out and take a look
at what needs to be done and make the repair/adjustment as soon as the weather
permittedHe contacted the Revdex.com on December 28th*** *** states in his complaint that we built the patio cover feet longer than
what was on the plansIf this was true, why didn’t he tell us that he didn’t
want it that size? It would have been easier for us to make the patio cover
smaller than for him to move his tree.*** *** states in his complaint that he discovered, after we built the patio
cover, that he had an existing leak in his roof. He had a roofing company out to repair his
roof so it is quite possible that the leak that he is experiencing is a direct
result of the existing leak on his roofHe also stated that the roofer told
him that we created a dam effect on his roof but it’s quite possible that his
own roofer caused an issue after we had finished our workWe wont know for
sure until the snow melts and we can see the problem areas of the roof.*** *** states in his complaint that “by the naked eye” you can tell that the
patio cover doesn’t have enough pitch, but by design, our covers have very
little pitch as is accepted by our engineering.We
appreciate the fact that *** *** spent $2,on this project and he
trusted us to do a professional job for himWe don’t appreciate his statement
that we don’t care about our workmanship or taking care of our customers
Building in the winter months has definite challenges and we try to make sure
all of our clients understand the complications that can arise with cold and
wet weatherApparently we failed in communicating this effectively to *** *** and we respectfully request an opportunity to allow us to make any needed
repair or adjustment as soon as the weather permits

I have apologized to Ms. [redacted] for her perception that our company has lied to her with regards to her deposit. A deposit is necessary for us to order her product, but also to secure her place in our queue. We went to her home in January to assess the damage from the snow and provide her with an...

estimate for the repairs. Between the time that we provided the estimate and the time that she ordered, we received over a hundred orders, pushing the schedule for her repair out several months. We alerted our customers as to our delays and let them all know that we would contact them within a week of their installation date and apologized for the inconvenience. We have not excuse for not returning a phone call, and I apologized to her for that.  The last thing we want is an unhappy customer, unfortunately, this year has been very unusual and the amount of work that needs to be done with the limited number of workers available has put an incredible strain on everyone in the construction business. We are doing our best to get to everyone in a timely manner, but completely understand Ms. [redacted]'s frustration and have issued her a full refund of her deposit.