Perfecta Awning

June 5, 2017In response to Complaint ID [redacted] Cortiplaint Involves:Guarantee or Warranty IssuesManufacturer's Statement of the Problem:After being notified by our awning dealer about the damage to a customer's awning, Perfecta Awnings asked for detailed pictures to be sent of the damage to the awningThe pictures were examined by the experienced staff of years at Perfecta AwningsThe pictures were also sent to the [redacted] motor company who provides motors to numerous awning manufacturers and has been in business for years.After careful examination, both companies found that the damage to the awning was caused by a downward forceThe downward force on an awning during retraction can cause the fabric to roll incorrectly and “cone" to one sideThis pressure when retracting, bows the roller tube causing the awning to pop out of the end brackets and fall to the groundTo further prove these findings, the wall brackets and square bar that held the awning to the house remained intact on the house undamagedMore importantly, this awning was motorized, but the customer was using the hand crank which is ONLY used as an emergency backup for a power failure or a motor failureAs stated before, the motor company found that the damage to the awning was caused by a downward force.Perfecta Awnings, Incoffered the customer a reduced price which did not include the cost of a new motor nor the shipping cost to transport the awning to the dealerThe installation fee that was quoted was to support the labor of the awning dealer to reinstall the awning again and do the electrical workWe tried to work with the customer as much as possibleA new awning of this size would retail for twice the cost that was quoted to this customerAs you can see, our quotation to the customer is more than half the cost that originally paid.I have attached our warranty sheet for you to review which clearly states our policy and termsPlease note that this awning was purchased in The customer stated that the problem occurred on 8/11/which was incorrectThe problem occurred on 8/11/which means this awning has worked perfectly for five years

June 5, 2017In response to Complaint ID [redacted]Cortiplaint Involves:Guarantee or Warranty IssuesManufacturer's Statement of the Problem:After being notified by our awning dealer about the damage to a customer's awning, Perfecta Awnings asked for detailed pictures to be sent of the damage to the...

awning. The pictures were examined by the experienced staff of 30 years at Perfecta Awnings. The pictures were also sent to the [redacted] motor company who provides motors to numerous awning manufacturers and has been in business for 50 years.After careful examination, both companies found that the damage to the awning was caused by a downward force. The downward force on an awning during retraction can cause the fabric to roll incorrectly and “cone" to one side. This pressure when retracting, bows the roller tube causing the awning to pop out of the end brackets and fall to the ground. To further prove these findings, the wall brackets and square bar that held the awning to the house remained intact on the house undamaged. More importantly, this awning was motorized, but the customer was using the hand crank which is ONLY used as an emergency backup for a power failure or a motor failure. As stated before, the motor company found that the damage to the awning was caused by a downward force.Perfecta Awnings, Inc. offered the customer a reduced price which did not include the cost of a new motor nor the shipping cost to transport the awning to the dealer. The installation fee that was quoted was to support the labor of the awning dealer to reinstall the awning again and do the electrical work. We tried to work with the customer as much as possible. A new awning of this size would retail for twice the cost that was quoted to this customer. As you can see, our quotation to the customer is more than half the cost that originally paid.I have attached our warranty sheet for you to review which clearly states our policy and terms. Please note that this awning was purchased in 2011. The customer stated that the problem occurred on 8/11/2011 which was incorrect. The problem occurred on 8/11/2016 which means this awning has worked perfectly for five years.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
We rejecting this response because:Mr. P[redacted] is correct that what we are asking for is a
refund.  His logic escapes us... why
would we let them  install the same unit  so that it will fail again due to “the GOHST
Wind” that Mr. P[redacted] believes COULD have happened on a previous day and
caused his unit to fail.  We struggle to
understand why Perfecta allows someone to represent them, who based upon Mr. P[redacted]
comment, that while the dealer stated their opinion it was found that their opinion
was not correct.  Could THAT FINDING be self-serving
so that Perfecta does not have to accept responsibility for their product
failure?
In my prior response, date 06/15/2017, we acknowledged that
we got 5 years usage and is why we offered to accept (5 years out of the 10
years covered by the warranty) a 50% refund of the original cost or $1914.00.  Our offer still stands.
Sincerely,
[redacted] and [redacted]

In response to the rejection of Complaint ID [redacted]Complaint Involves:Guarantee or Warranty IssuesManufacturer's Statement of the Problem:) Again, our experienced staff of 30 years at Perfecta Awnings and over 50 years at [redacted] motor company show that we do have the experience in our field and know what happens to our products after examining them, initially, this dealer may have stated their opinion on the damage but after careful examination by two experienced companies it was found that his opinion was not correct!Perfecta Awnings, Inc. offered the customer a reduced price which did not include the cost of a new motor nor the shipping cost to transport the awning to the dealer, The installation fee that was quoted was to support the labor of the awning dealer to reinstall the awning again and do the electrical work. Two parts of the awning were going to used again, the cloth and the brackets that remained on the house. All other components were new. Perfecta Awnings has tried to work with this customer to solve the problem, but they are only interested in a refund which we do not agree to since the awning is 5 years old. Our warranty, as attached, does not offer any kind of refund. ) This downward wind could have happened on a previous day. The customer may not have taken notice to the coning of the fabric as the awning was being rolled in on a different day. In addition, customers do not always view each gust of wind that occurs nor can a Local Weather Summary Service measure gusts of wind at every customer's residence.                                                                                In addition, the awning did not break, the roller tube fell out of the end brackets due to the coning of the fabric which was caused from the downward pressure. The awning falling to the ground, broke the motor end cap. To further prove these findings, the wall brackets and square bar that held the awning to the house remained intact on the house undamaged. A "Care & Maintenance" book is provided with every awning. This book is to be turned over to the customer. It is the dealer's responsibility to instruct each customer on the proper use of their awning. I have copied sections of our manual that pertain to this situation. This manual is available on our website at www.perfectaawnings.com.