Roberts Awnings & Signs

This is a response to a complaint filed by [redacted] ***.First off, we verify and do not dispute the facts as presented in the complaintI would also like to verify that when the awning was sold, the sales person gave what he believed to be an accurate estimate time of delivery.As we experienced a large influx of business at that time, it took a few weeks for the effects to permeate through the production and installation schedulesOnce realized, updated turn-around times were given to the sales teamClearly this was not effectively relayed to [redacted] ***[redacted] contacted us on Friday June 17th requesting this his deposit be returnedWe promptly did so and apologized for the inconvenienceThis was done without the knowledge of this complaint have been filed.We are in the process of implementing a new software program to better anticipate delays in the process and better service our customers

This is a response to a complaint filed by *** ***.First off, we verify and do not dispute the facts as
presented in the complaintI would also like to verify that when the awning
was sold, the sales person gave what he believed to be an accurate estimate
time of delivery.As we
experienced a large influx of business at that time,
it took a few weeks for the effects to permeate through the production and
installation schedulesOnce realized, updated turn-around times were given to
the sales teamClearly this was not effectively relayed to ** ***.** *** contacted us on Friday June 17th requesting this his deposit be returnedWe promptly did so and apologized for
the inconvenienceThis was done without the knowledge of this complaint have
been filed.We are in the process of implementing a new software program
to better anticipate delays in the process and better service our customers

This is a response to a complaint filed by [redacted].First off, we verify and do not dispute the facts as
presented in the complaint. I would also like to verify that when the awning
was sold, the sales person gave what he believed to be an accurate estimate
time of delivery.As we experienced...

a large influx of business at that time,
it took a few weeks for the effects to permeate through the production and
installation schedules. Once realized, updated turn-around times were given to
the sales team. Clearly this was not effectively relayed to [redacted].[redacted] contacted us on Friday June 17th requesting this his deposit be returned. We promptly did so and apologized for
the inconvenience. This was done without the knowledge of this complaint have
been filed.We are in the process of implementing a new software program
to better anticipate delays in the process and better service our customers.

RE: Revdex.com Case # [redacted]Dear Sir or
Madam,The facts
stated in the customer’s statement are accurate and true, and not disputed in
any way. I will merely expand on that statement.  A member of management had initially gone out
to check the broken arm in the fall of...

2014 where it appeared the awning had
been left out in inclement weather. (Retractable awnings are a shade product
and not designed for strong winds, heavy rain, etc. This is gone over at the
time of sale.) Attached are pictures of the arm showing the damage.An arm was
ordered and believed to have been installed by the member of management who had
done the site visit. This was clearly not the case and came to my attention in
the spring of this year. (The manager that was supposed to have handled the
issue was no longer employed at that time.)Knowing an
arm had been ordered, and albeit presumably installed, we were able to locate
it in the shop. Myself, and another employee went out to install the arm. We
found some pieces were missing from the awning itself and were unable to
install it. We informed the customer. I returned
the next day and installed the arm, only to find that it had been ordered
incorrectly and was too long. As one may
guess, I share in the customer’s frustration. I informed the customer of
the latest set-back and the correct arm was ordered from the manufacturer. We
are still waiting to receive the arm. We have been
in contact with the manufacturer and are waiting to get a hard delivery date on
the part. We will call the customer with this date and schedule a prompt
installation at that time. With the
type of damage sustained to the arm, it is not covered under the manufacturer’s
warranty. The following response was given by the manufacturer: “…This is not
under warranty as this looks to be wind damage.” Contact information can be
provided to verify the accuracy of this statement.If the arm
was covered under warranty, labor is typically not included. However, given the
fact it was not addressed immediately or appropriately, there has been no
intention of billing the customer for either the part or associated labor – now, or prior to, the receipt of the
complaint. This is an approximate value of nearly $500.00.I do want to
be clear in that there is no excuse for the length of time and lack of
communication on our part to the customer, which I assume full responsibility
for. Thankfully, this is an isolated issue, but we are actively taking steps
through policy changes and staffing, to prevent anything of this nature from
happening again.   Thank you
for your time and attention in this matter.Respectfully,
[redacted]

Review: I order an awning for the back of a rental house in Chesterfield Co. on April 5th.

I gave them my credit car for the deposit.

They said it would take 4 to 6 weeks

It has been 10 weeks and all I've gotten is a run around.

Business

Response:

This is a response to a complaint filed by [redacted].First off, we verify and do not dispute the facts as

presented in the complaint. I would also like to verify that when the awning

was sold, the sales person gave what he believed to be an accurate estimate

time of delivery.As we experienced a large influx of business at that time,

it took a few weeks for the effects to permeate through the production and

installation schedules. Once realized, updated turn-around times were given to

the sales team. Clearly this was not effectively relayed to [redacted] contacted us on Friday June 17th requesting this his deposit be returned. We promptly did so and apologized for

the inconvenience. This was done without the knowledge of this complaint have

been filed.We are in the process of implementing a new software program

to better anticipate delays in the process and better service our customers.

Review: Purchased Regal Retractable awning from Robert Awning & Sign. summber of 2011. The supporting arm broke in fall 2014 and the company was notified that it broke. Some one came out to check after numberous calls. They measured and promised to fix it. I called several months later asking someone to please come out to tie the broken arm up so it did not just hang. I called again in the spring of this year. Someone came out and remeasured . I called again month later some one came out said some one in the company measured it wrong and it had to be reordered. I just called and some one said it was on orderDesired Settlement: have it fixed

Business

Response:

RE: Revdex.com Case # [redacted]Dear Sir or

Madam,The facts

stated in the customer’s statement are accurate and true, and not disputed in

any way. I will merely expand on that statement. A member of management had initially gone out

to check the broken arm in the fall of 2014 where it appeared the awning had

been left out in inclement weather. (Retractable awnings are a shade product

and not designed for strong winds, heavy rain, etc. This is gone over at the

time of sale.) Attached are pictures of the arm showing the damage.An arm was

ordered and believed to have been installed by the member of management who had

done the site visit. This was clearly not the case and came to my attention in

the spring of this year. (The manager that was supposed to have handled the

issue was no longer employed at that time.)Knowing an

arm had been ordered, and albeit presumably installed, we were able to locate

it in the shop. Myself, and another employee went out to install the arm. We

found some pieces were missing from the awning itself and were unable to

install it. We informed the customer. I returned

the next day and installed the arm, only to find that it had been ordered

incorrectly and was too long. As one may

guess, I share in the customer’s frustration. I informed the customer of

the latest set-back and the correct arm was ordered from the manufacturer. We

are still waiting to receive the arm. We have been

in contact with the manufacturer and are waiting to get a hard delivery date on

the part. We will call the customer with this date and schedule a prompt

installation at that time. With the

type of damage sustained to the arm, it is not covered under the manufacturer’s

warranty. The following response was given by the manufacturer: “…This is not

under warranty as this looks to be wind damage.” Contact information can be

provided to verify the accuracy of this statement.If the arm

was covered under warranty, labor is typically not included. However, given the

fact it was not addressed immediately or appropriately, there has been no

intention of billing the customer for either the part or associated labor – now, or prior to, the receipt of the

complaint. This is an approximate value of nearly $500.00.I do want to

be clear in that there is no excuse for the length of time and lack of

communication on our part to the customer, which I assume full responsibility

for. Thankfully, this is an isolated issue, but we are actively taking steps

through policy changes and staffing, to prevent anything of this nature from

happening again. Thank you

for your time and attention in this matter.Respectfully,