R B C Bank

This was the second time Mrs [redacted] put her awning out in the winter I assume to keep snow off the porchWe warned her the year before when we fixed it that time they are not designed for high winds and storms they are to be retractedWhen I got her message I went out to look at the awningThe bolts holding the waning into the post had been ripped outIt was bitter cold and the wind was blowing and I reattached it to the post temporarily and told her it needed some replacement parts and arm had to be moved to a different locationIt was not our fault but if she would wait until spring when we were in the area I would fix it rather than she pay for the crew to come outShe agreed! Twice we fixed her awning and didn't charge her

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below My Response back to Deck King? I was well aware of the awning not to be extended in high winds.? The awning was not fully extended at the time the side brace snapped.? When the awning was installed it did? ? not having enough spacers on the end causing the awning material to snag & bind on the roofs overhang due to poor installation.Because of this? ? ? the awning would not completely retract? ? causing the other end of the awning to extend about foot out over the roofs overhang.? The side arm snapped at the joint no lag bolt was involved.? I had left many? ? messages with their answering service which you would think would forward any messages, but there was never a call back.? I eventually had Deck King’s awning replaced and the new company that installed the awning confirmed that the previous installation was not done correctlydo to the spacing issue I have described.? I had to replace the entire awning and would have been happy to pay for the side arm part to Deck King but they never responded and never as their response claimsRepaired the awning at no charge.? It took years for Deck King to respond to my complaint.? Honestly, [redacted] ***? Regards, [redacted] ***

Mr*** was told the same as all of our customers about windThey are all warned about high gusty wind and heavy downpours can effect a retractable awningEven with a motion sensor the awning won't return fast enough in some cases to prevent damageHis awning worked perfectly for years without
a malfunction and had it not been installed properly it would have malfunctioned long before the wind damaged itThe awning was out in November not a good time of year without supervision and a substantial gust of wind came up under the awning strong enough to pull a 4.5" lag bolt on the bracket outMost of our customers are honest and tell us when this happens and we work with them to fix it, most of the time at no charge unless we need partsIn November and most of the winter we do not go into the office often to get messages since it's slow and there is no retractable awning business and we don't expect service callsWe do deck work etcthat time of year and are in the field most daysWe also give all our customers our cell phone numbers in case there is an emergency and need to call usAs soon as we got the message we fixed his awning and never charged him even though it wasn't our fault

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below: This is in regard to ID *** against Deck King USA Inc. Mrs*** DID NOT "put her awning out in the winter". The awning was up but arm hanging all winter since they were not answering their phone messages. Two guys did finally come out and reattached the arm at no charge to her. The consumer's resolution is not accurate. Mrs*** does not agree to that posting at all. There were no replacement parts required, just reattachment of a bolt which required drilling. You can remove the complaint though now as it has been fixed. Would NEVER recommend this company though to anyone. Look how long it took to get a resolution to a complaint that started on 12/7/16???? They need new management! *** for *** ***
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below
My Response back to Deck King? I was well aware of the awning not to be extended in high winds.? The awning was not fully extended at the time the side brace snapped.? When the awning was installed it did? ? not having enough spacers on the end causing the awning material to snag & bind on the roofs overhang due to poor installation.Because of this? ? ? the awning would not completely retract? ? causing the other end of the awning to extend about foot out over the roofs overhang.? The side arm snapped at the joint no lag bolt was involved.? I had left many? ? messages with their answering service which you would think would forward any messages, but there was never a call back.? I eventually had Deck King’s awning replaced and the new company that installed the awning confirmed that the previous installation was not done correctlydo to the spacing issue I have described.? I had to replace the entire awning and would have been happy to pay for the side arm part to Deck King but they never responded and never as their response claimsRepaired the awning at no charge.? It took years for Deck King to respond to my complaint.? Honestly,*** ***?
Regards,
*** ***

This was the second time Mrs*** put her awning out in the winter I assume to keep snow off the porchWe warned her the year before when we fixed it that time they are not designed for high winds and storms they are to be retractedWhen I got her message I went out to look at the awningThe
bolts holding the waning into the post had been ripped outIt was bitter cold and the wind was blowing and I reattached it to the post temporarily and told her it needed some replacement parts and arm had to be moved to a different locationIt was not our fault but if she would wait until spring when we were in the area I would fix it rather than she pay for the crew to come outShe agreed! Twice we fixed her awning and didn't charge her

Mrs[redacted] purchased an awning from me in June of In he husband dropped the remote in a bucket of waterI felt bad for her and replaced the $remote and reprogramed it no chargeIn she called for service and we tried to tell her how to reset the GFI and or check with an
extension cord to see if it was getting electric, she didn't understand so the crew stopped and pushed in the reset button and got the awning working perfectlyIn she called and we tried to call her back and the number was disconnectedThe crew stopped times and on my 3rd trip at 7:pm she was home and I pushed the reset button on the GFI again and the awning was working fineNo charge!

In regards to this customer, when we originally spoke with her about her problem, we informed her that it was a product that we do not deal with, and would be nearly impossible for us to fix. She asked us to try anyway and we quoted her a price of $50 if it could be repaired on site. Upon...

a site visit we discovered that parts were required. She asked us to take it downand see if we could locate the parts, we said we would try, but would only beable to repair it for her providing we could acquire the proper components to repair and that if could find everything we would get to it after our winter shutdown. We made several attempts to locate the correct pieces, but all wereincompatible. We then went into shutdown and when we returned in March, wetried again and were unable to find the correct products. Unfortunately by thattime we had a backlog beginning to grow. We tried once again in May to find theright components, we were again unsuccessful. All of this time that we haveinvested was done at no charge to the homeowner.We are more than happy to return Ms. [redacted]’s awning to her. Being that this is not one of our products and since we haven’t charged her athing, we feel that this report should be removed from the Revdex.com website.