Reno Patio & Fireplaces

I signed a contract with Reno Patio on 4/11/2016 and to date they have done nothing: No HOA approval No building permit No drawingsI have tried to contact them several times but they always say they have to check on progress and will call me back, but they never do.Desired SettlementI put down a $2900 deposit but have nothing to show for it. I would like to cancel the contract and find a legitimate builder. Business Response I sorry I thought the customer has declined his complaint we have discussed with him that we will finish his project. We will start as soon as the permit is issued

On May 4th of this year my wife and I met at our home with Carl P[redacted], the salesman for Reno Patio. We spoke with him at length regarding our vision of the pergola we wanted to have built over a round, paving stone deck, emphasizing that we wanted it to have a rounded front to accent the deck. When we questioned him about being able to construct it the way we wanted, he told us that it would be no problem and showed us a photo of a cover done by Reno Patio with a rounded front. We signed a contract with Carl that day and provided him with a substantial deposit (50% of the total price.) On the contract there was a tiny sketch made by Carl. According to our discussions with Carl, a city building permit would not be necessary and Reno Patio would handle all required HOA paperwork and approvals. We would have our cover in place for the summer.
Two weeks later, on May 18th, another employee of Reno Patio came out to our house to make some measurements, presumably to prepare the HOA paperwork and the shop drawings which were to be used to order materials. We reiterated to that employee that the pergola was to have a rounded front to match the deck. He also told us "no problem."
We didn't hear anything from Reno Patio for over a month. When I called the office in late June to check on the status of our order, I was told that they were waiting on a response from the HOA on the plans that had been submitted. I later found out that that the HOA did not even receive the paperwork until July 1st and that was after I had made several calls to Reno Patio's office.
Another month went by with no word and no action by Reno Patio until I made some additional phone calls and threatened to cancel the order. During one of those calls the owner, Rich, told me to go ahead and cancel but that he was going to keep my deposit. Then, all of a sudden, after a call to the state contractor's board, the materials were ordered and the job was scheduled.
When the installation crew showed up they were surprised to find out that the pergola which we thought we had ordered was supposed to have a round front. The materials they had been provided were for a square cover. The crew diligently attempted to make the cover the way we wanted but had to work within the limitations of the materials provided to them. To date, we do not have a cover completed to our satisfaction.
There are major communication issues with this company, beginning with their salesman, Carl P[redacted], who seems to be more interested in making a sale than keeping a customer happy. Their customer service is non-existent. Calls and emails go unanswered and unreturned. Nobody documents or seems to remember conversations. They do not provide working drawings of their proposals for customer approval, which would go a long ways to prevent misunderstandings.
It's now the last week in September and the pergola has not been completed to our satisfaction. There has been absolutely no communications from the Reno Patio office on the subject and my emails to Carl P[redacted] have gone unanswered. To anyone contemplating doing business with Reno Patio, I say "buyer beware!"
","neg-1

Reno Patio and Fireplace submitted a plan for our patio cover to our HOA for approval. We gave them a deposit equal to 50%. However, their plan was rejected by the HOA. Their plan was so poorly done that the HOA refused to even consider it. We decided to cancel with this company and asked for a return of our deposit. The salesperson said there would be no problem, that the company does not want to take our money, but he had to go through his boss. I met with the owner face-to-face and he said the best he could do is return only half of the deposit ($1000). He also said he was not required to return any of the deposit.Product_Or_Service: Patio CoverDesired SettlementWe want a refund minus a fair amount for their time spent in drawing the plans. Final Consumer Response I would like to rescind my complaint against Reno Patio and Fireplace. [redacted] from Reno Patio and Fireplace resolved the issues to my complete satisfaction. Thank you for your help in this matter.

On June 11, 2014 we signed a contract with Reno Patio and Fireplace to install a lattice cover over our patio. Installers arrived on or about August 5, 2014 and cut two holes in the patio measuring 32" square and 32" deep, removing the cement to allow for the excavation. After the holes were dug they determined the original plan to attach the cover to the house was inadequate. The company determined a re-engineer of the plan was necessary. We have waited now four months since the initiation of the contract and the holes remain, the patio unusable through the summer and no action by Reno Patio and Fireplace. I have received differing stories and excuses from the owner, e.g. the engineer is busy and does this for free so we don't want to bother him...the City of Sparks won't need to re-approve the revised plan, to the engineer has charged the company $1,000 and the City will have to re-approve the plan.On September 9, the owner said he talked with the engineer and the plan should be in his hands in 2 or 3 days. We agreed to a visit to our house to review the site and that visit occurred on September 11. When my wife said it was late in the year and maybe we should wait until next year he said no, he could have the cover up in two weeks. It is now 4 weeks past that meeting and we have had no contact from the company, and no patio cover. I advised his representative of my intention to file a complaint on this date if I have not heard from him. I have not. We are going into the 5th month since signing the contract and, with the material on site, no plans for getting this project done.Product_Or_Service: [redacted] metal patio lattice coverOrder_Number: NoneAccount_Number: NoneDesired SettlementComplete the installation immediately or refund my deposit of $2400 and repair the patio. Business Response The project needed to be re engineered I am not a engineer so I have to get this from a licensed structural engineer with a Nevada stamp I told customer it will indeed take some time engineers are very busy we have to get proper inspections to proceed with project. Following the law is all we are doing for the process that has to be done.We want all projects to be installed in a timely manner. The project needs special attention and it requires the engineers approval if the engineering cost is over 1000.00 it has not cost customer one cent extra we are only following the laws and the building codes. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)It was determined in early August that the planned attachment to the house had to be re-engineered. I have visited the contractor's store on several occasions to get updates on this job and received contradictory information from [redacted]. On one occasion I asked that he call the engineer and try to get some movement on his work. [redacted]'s response was that he, the engineer worked for the manufacturer ([redacted]) and that his work was free so he didn't wish to contact him. He also told me once the re-engineered plan was back that it didn't have to go to the city for approval, only the up dated engineered information need be provided. A week later, on September 8 I visited his store to get an update and he told me the engineer had charged him $1,000 and that when his plan arrived it would have to go to the city for approval.On Thursday, September 8 and again on September 9, (he was absent the first day)I contacted him at his store and was told he talked to the engineer and was advised the plan would be to him in two or three days. On September 11 he visited our home and told us he could have the cover up in two weeks. It is going on four weeks since and is now in the fifth month since the initial date of purchase.As of this date [redacted] has never called or contacted me about this job or any delays or potential dates for construction. It has always been my contacts with him. [redacted] has abandoned this job. Even in his response to the Revdex.com he fails to provide anything but the same excuses he gives to the Revdex.com. I request an immediate construction of the patio cover or a refund of my down payment and repair of my patio.Final Business Response As discussed with the homeowner we did complete the job with their request to change the pitch of the cover. I hope to resolve this matter as soon as possible. Thank you Final Consumer Response

We signed our contract with Reno Patio and Fire place at that end of January. When we signed the contract we asked how long the process usually takes and we were told 6-8weeks. Three months later we still had no movement on our patio cover(no permits and no material). When we finally got the manager on the phone we were told she had submitted the permit paperwork to our HOA. But due to a ill child she had not followed up on the issue. Another week went by and when I called back to follow up I got the same story. I contacted my HOA they stated no paperwork had been submitted for our property. I placed another call to Reno patio and received a voicemail. Within a couple hours my HOA called stating Reno Patio had hand delivered the paperwork and it would be taken care of. At this time we had requested all communication be done via email so we would have record along with a agreed completion date of May 1,2016. April 25th they broke ground but on this day they explained the fan beams were not to arrive for another week. It has taken them three weeks to put up the cover. Pavers are already sinking and uneven. electrician was scheduled for 6/6/16 and had to be rescheduled because they didn't get it inspected by the city. And we have no clue when the inspection is going to happen or when the pavers will be fixed,fan beams still have not been delivered and no clue when electrical will be done. We have called multiple time to speak to the owner and no response.Product_Or_Service: 1/24/2016Desired SettlementI would like a completed patio with properly installed pavers, the fan beams to be delivered, electrical for the fans and lights to be installed, the inspection done. I have had to take off multiple days or have had to have my father take time off to have someone there for inspection or installation that has not happened. Other wise I am will find someone to do the work they can not seem to complete per our contract and deduct it from our bill. Business Response We would love to finish patio cover the inspector has made two trips one today 6/7/2016 at 3:16 pm to final job the next attempt will result in a fee as far as electric will be credited off final paymentConsumer Response (The consumer indicated he/she DID NOT accept the response from the business.)We explained that we needed to be present for inspection as we have dogs. Per your last conversation with us on Monday June 6th in the morning you stated you would notify us as to when you would reschedule the inspection this was per Guy your employee on June 6th at 09:27am. Guy had also stated that [redacted] the owner would contact us after 10am that day to address these issues. No phone call was made to insure access to the property or that we would be able to be present. Please notify us as to when the next inspection is scheduled as far a the fee I believe that is your miscommunication issue once again and we should not incur this fee. There is no resolution as to the paver issue if you would like I can get a estimate from another company to find out how much it will cost to complete the issue and it can be deducted from the bill. As far as the electrical we do not have the two fan beams that were to be order with the other material and this does not complete our contract as written that you would supply these materials. If you are able to supply the two fan beams I can contact a electrical company as well for a estimate completing the installation of the fans and lighting that were contracted. The electrical estimate can be deducted as well from the final bill to complete what was contracted. We want to insure we have a completed projected for the amount on our signed contract. Please address these issue to resolve the complaint.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)-The inspection failed due to no back door light the power box was covered by the patio. -The Fan beams have not been delivered.-Pavers are shifting and uneven.If you would let me know when you want access to finish these issues please just let me know a time and day so I can make sure the dogs are put away and so you can gain access to the backyard.Final Business Response We need access to jobsite to proceedwe are refunding the electrical portion of job the amount is $750.00