Sun City Awning & Patio

To Whom It May Concern:Since there is no requested resolution from Mr. [redacted], I'm not sure how to respond other than to outline what happened from our perspective.This contract was signed with two contingencies...[redacted] approval & Permit Approval (see attached contract with this area...

highlighted.)  We do not mark these [redacted] or Permit contingencies unless there have been specific conversations with the customer about making the contract contingent on one or both of these areas.  When there are contingencies on both [redacted] and permit, typically the [redacted] gets approved first, then we apply for the permit.  Our office sent emails to Mr. [redacted] on October 1, 9, 16 and 24, asking about the status of his [redacted] approval.  Since we did not hear back from him via email, we also called Mr. [redacted] on 10/24 to inquire about this staus.  I'm not sure how or why there was confusion about whether or not he needed [redacted] approval but it was determined on the 24th that he did NOT need it.  We then submitted for the permit and that was approved on November 17th.  The contract stated the install would be 4 to 6 weeks after the [redacted] and Permit approvals.  The six week was December 29th which is when we dug the footings.  The patio cover install was completed on January 5-6.  So, ultimately, our substantial completion was a week later than our stated approximate timeline.  The only work remaining after the 6th was the grounding wire, the post side plates and the pool cleaning.  The grounding wire was completed on January 13th and that work was approved by Mr. [redacted] before and after it was done...he later called and said he was unhappy with it and re-ran it himself, never giving us the opportunity to do it the way he wanted it to be done.)  The side plates on the posts cannot be done until the customer has his kool decking completed...as soon as this is done we will install them.  Regarding the pool, Mr. [redacted] requested that we wait until he is done with his kool decking and any other work he has going on in the back yard, which we totally agree and understand.When the issue with the pool was brought to our attention we took prompt action by immediately scheduling a professional pool service to look at the pool and give his recommendation.  He performed 3 cleanings and then determined that the pool will need to be drained and acid washed.  Sun City Awning is paying for all of this work and will pay for the extra water expense on Mr. [redacted]'s water bill.Mr. [redacted] states in his complaint that the project is still not complete and his pool is a swamp.  We will complete these two items as soon as Mr. [redacted] gives us the green light to do it...again, he wanted us to wait until his kool decking was complete.  Since it is not yet complete (at least he hasn't let us know about it) we are confused why he's complaining to the Revdex.com stating it has taken all this time and is still not complete.Until this Revdex.com complaint we were unaware of any trips or flights that Mr. [redacted] had to cancel.  Had we known we would have encouraged him to go on the trip since we do not need him to be home for the install.  It is very common for us to install projects with the homeowner out of town.  We simply take pictures of the work and email them to the customer when completed.We eagerly await the notice from Mr. [redacted] that he is ready for us to install his post plates and clean the pool.Respectfully,[redacted] - OwnerSun City Awning

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted]. I met with the business owner and am still awaiting additional information from him. Once I receive that, I believe we will be able to resolve the issue, but I do not want to close the complaint until it is fully resolved.

Regards,

We believe that the customer is the number one priority...so, our goal is 100% Customer Satisfaction.

•We provide high quality products & professional workmanship at a fair price.

•Excellence! Excellence! Excellence!

•We value honesty and integrity.

•We are dependable.

I was told to be ready for a repair at 7:30 AM, so I was up at 5:30 to be ready when they arrived. Nobody showed up at 7:30, so I called them when they opened at 8:00. There had been a big miscommunication with the technician and I was told they wouldn't arrive until between 10:00 & noon, at which point I got rather upset because I had gotten up so early. I asked them if they would be willing to either waive the $95 service charge or reduce it. I was told that the manager was not willing to do that for me. I am submitting this review because I am very disappointed in that decision. I have always been very happy with their level of service, until today.

All has been resolved with the customer.

Sun City Awnings built a custom pergola for us 14X20 and we LOVE it. From the initial sales meeting with Gary through the build with Paul everything went smooth. We love it so much that we are having more work done by Sun City Awnings in the next month. Have nothing but positive things to say

What Mr. [redacted] didn't tell you was that the awning they...

built did not fit the intended application and they had to leave my home without installing it.  I got no apologies but they remeasured and I was told that the correct awning would be re-delivered in a few days.  Weeks later, I heard nothing from Mr. [redacted] and when I called Mr. [redacted] to ask for a refund I was put through to the voice mail of the man that originally came out to measure for the awning.  He did not answer so I left a message on his voice mail.  He never returned my call.  Nor did Mr. [redacted].  When I called back again to speak with Mr. [redacted], a female (probably Mr. [redacted]'s wife) interrupted me while I was trying to give her a message for Mr. [redacted] by leaving my name and address.  When I told her to please don't interrupt me while I was speaking, she kept trying to talk over me and eventually simply hung up the phone in my ear.  Poor business practice.  That is when I filed the Revdex.com complaint.  Yes, they refunded my money but only after I contacted the State Contractor's Board, the Revdex.com and wrote a complaint on [redacted].  I would not hire these people again to take out the trash.

Even though we built the awning exactly as stated per our contract with Mr. [redacted], we allowed the contract cancellation and on October 8th we refunded Mr. [redacted]'s $595 deposit in full. Regards,[redacted] - OwnerSun City Awning

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

[redacted] & [redacted]To Whom It May Concern,When the contract was signed we told Mr [redacted] that we did not live in an [redacted] area and that SCA had just installed an awning 2 houses away and they only needed a county permit. Since we were going back to our home in Washington Mr [redacted] said he would let us know when SCA got the permit and stated the job should be done by the end of November. I received 2 emails from SCA the first dated 9-25 2014 and the second one dated 10-24-2014 .. The last one asked if I had gotten the [redacted] permit and I called [redacted] and informed him that we did not live in an [redacted] area and we only needed a county permit.When I called SCA to check on the permit I was told they had the permit and the material would be ordered at that time and found out Dec 8 it hadn't been ordered and that is when Mr [redacted] said he would take over the job. As for the ground wire I was told that it would be attached to a post and trenched over to a ground by my pool equipment before the concrete was pored for the footings which wasn't done. When Mr [redacted] came out to install the ground wire I said it was to be trenched in and he decided to attach it to the house and I have been sick and was in the hospital when this job was started and was to stressed to put up a fight so when I felt a little better I fixed it the way I was told it would be installed.  Regarding the pool which is a very sore subject with us...... Who ever cut the holes in our patio did a terrible job. He let his gas running saw go into our pool and wasn't going to say anything until my wife confronted him about it and he told her he didn't think she saw it go into the pool.. He then washed all of the waste from cutting holes into our patio into our pool.   Wouldn't you be pissed off if they did that to your pool that you had completely refinished 2 years ago....
The only reason the pool hasn't been cleaned yet is because your pool person [redacted] said HE didn't want to do it until everything else was done. I called [redacted] Jan 24And he said to let him know when kool coat was finished.....That should be this week. I know that you would not have left to go on a trip if all of this had happened while you were at your home. We were going to Washington and then on to Denver and not coming back to AZ until March....I called SCA and asked to talk to the owner and was transferred to and phone and left a message and never heard back...
I would be very Happy if Mr [redacted] would come to my home by himself and talk to me so he can maybe understand why we are so unhappy...Thank You[redacted]

We ordered six sun screens from Sun City Awning and we were completely satisfied with the entire process. The Sales Rep Jeff was on time for his appointment, provided competitive pricing and gave us an estimated delivery date. Sun City Awning exceeded our expectation for delivery which was really good news. Darryl set the date and time for the installation in advance, was on time, and did a very professional job with the installation. We would recommend Sun City Awning to anyone needing their services. These screens have really helped reduce the heat coming into our home.

What Mr. [redacted] didn't tell you was that the awning they...

built did not fit the intended application and they had to leave my home without installing it.  I got no apologies but they remeasured and I was told that the correct awning would be re-delivered in a few days.  Weeks later, I heard nothing from Mr. [redacted] and when I called Mr. [redacted] to ask for a refund I was put through to the voice mail of the man that originally came out to measure for the awning.  He did not answer so I left a message on his voice mail.  He never returned my call.  Nor did Mr. [redacted].  When I called back again to speak with Mr. [redacted], a female (probably Mr. [redacted]'s wife) interrupted me while I was trying to give her a message for Mr. [redacted] by leaving my name and address.  When I told her to please don't interrupt me while I was speaking, she kept trying to talk over me and eventually simply hung up the phone in my ear.  Poor business practice.  That is when I filed the Revdex.com complaint.  Yes, they refunded my money but only after I contacted the State Contractor's Board, the Revdex.com and wrote a complaint on [redacted].  I would not hire these people again to take out the trash.

I would highly recommend Sun City Awning.
They were professional and courteous from
estimate to installation. Would definitely use
them again. [redacted]. Glendale, AZ

To Whom It May Concern:Since there is no requested resolution from Mr. [redacted], I'm not sure how to respond other than to outline what happened from our perspective.This contract was signed with two contingencies...[redacted] approval & Permit Approval (see attached contract with this area...

highlighted.)  We do not mark these [redacted] or Permit contingencies unless there have been specific conversations with the customer about making the contract contingent on one or both of these areas.  When there are contingencies on both [redacted] and permit, typically the [redacted] gets approved first, then we apply for the permit.  Our office sent emails to Mr. [redacted] on October 1, 9, 16 and 24, asking about the status of his [redacted] approval.  Since we did not hear back from him via email, we also called Mr. [redacted] on 10/24 to inquire about this staus.  I'm not sure how or why there was confusion about whether or not he needed [redacted] approval but it was determined on the 24th that he did NOT need it.  We then submitted for the permit and that was approved on November 17th.  The contract stated the install would be 4 to 6 weeks after the [redacted] and Permit approvals.  The six week was December 29th which is when we dug the footings.  The patio cover install was completed on January 5-6.  So, ultimately, our substantial completion was a week later than our stated approximate timeline.  The only work remaining after the 6th was the grounding wire, the post side plates and the pool cleaning.  The grounding wire was completed on January 13th and that work was approved by Mr. [redacted] before and after it was done...he later called and said he was unhappy with it and re-ran it himself, never giving us the opportunity to do it the way he wanted it to be done.)  The side plates on the posts cannot be done until the customer has his kool decking completed...as soon as this is done we will install them.  Regarding the pool, Mr. [redacted] requested that we wait until he is done with his kool decking and any other work he has going on in the back yard, which we totally agree and understand.When the issue with the pool was brought to our attention we took prompt action by immediately scheduling a professional pool service to look at the pool and give his recommendation.  He performed 3 cleanings and then determined that the pool will need to be drained and acid washed.  Sun City Awning is paying for all of this work and will pay for the extra water expense on Mr. [redacted]'s water bill.Mr. [redacted] states in his complaint that the project is still not complete and his pool is a swamp.  We will complete these two items as soon as Mr. [redacted] gives us the green light to do it...again, he wanted us to wait until his kool decking was complete.  Since it is not yet complete (at least he hasn't let us know about it) we are confused why he's complaining to the Revdex.com stating it has taken all this time and is still not complete.Until this Revdex.com complaint we were unaware of any trips or flights that Mr. [redacted] had to cancel.  Had we known we would have encouraged him to go on the trip since we do not need him to be home for the install.  It is very common for us to install projects with the homeowner out of town.  We simply take pictures of the work and email them to the customer when completed.We eagerly await the notice from Mr. [redacted] that he is ready for us to install his post plates and clean the pool.Respectfully,[redacted] - OwnerSun City Awning

I love my Sun City Awning! Am sorry I waited so long to do it.
First, [redacted] came and measured and drew up the perfect fit for my space. Then[redacted] and [redacted] came just as they said they would and quickly, neatly installed it. The design is great and very attractive. This has created a whole new outdoor living space for me and my guests. Thank you, Sun City Awning!

Sorry for my delayed response...I have been out of the country on a business trip and did not get this message until now.  I was unaware the customer called back after a 2nd cleaning attempt, so we will contact the customer to schedule an appointment to go out to inspect the...

product. 
Regards,
Brian B[redacted] - Owner
Sun City Awning

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

We did in fact have an issue with the measurements for his shades and we are sorry for any inconvenience this caused Mr. [redacted].  However, we are perplexed as to why this complaint was filed.  Yesterday, Mr. [redacted] was told that we would be out to re-install his shades on Thursday, November...

17th between 8:30 and 10:30.  Furthermore, we agreed to his request to refund his deposit and cancel the contract if we did not have them installed by Friday the 18th.  At no time did anyone say that it would take an additional 4 weeks to resolve the issue.

Old, out of warranty motors can be fickle.  While they may work well under normal use, they receive more than normal torque, tension and movement when we have to replace the fabric.  There are many plastic parts and gears within the motor casing and sometimes those parts fail during...

fabric replacement.  So, it is not that we “broke the motor,” but rather, the motor happened to break while we were doing the fabric replacement.  With that said, we agree to supply and install the new motor for half the price. Someone from our office will call to arrange a scheduled time for the installation.  We apologize for any frustration or inconvenience we may have caused through this process. Thanks you,[redacted]Sun City Awning

I had several large shade projects done by this Sun City Awning for my home. What went the way it was supposed to go made for a great end product and a good experience.Yes, there were problems here and there BUT this company made everything right when things went wrong. It is not often to find such good customer service these days. Excellent product, installation and follow-through.

Thank you for taking care of this for us.  We feel that this company has provided a fair and reasonable response to our complaint and we are looking forward to completing this project with Sun City Awning.  While the project is not yet finished, we feel satisfied with the way this was handled thus far.
Sincerely,

Prior to our purchasing custom-made sun shades for our hot, southwest facing patio, we’d purchased store-bought shades that did not last beyond two or three years. They were not cheap and the hot sun caused them to have that burned look and they began to ravel on the edges. One store-bought shade even had to be specially ordered because of the needed odd width. When all was said and done, we spent a lot of money for these store-bought sun shades that did not last. Lesson learned!
Then we wised up and called Sun City Awning for an estimate to replace the store bought patio shades…..shades that would last. We did just that……and the sun shades we purchased are crank-raised/lowered, are firmly anchored, and do not dangle in the wind. We do however roll the shades up on windy days only as a precaution. The sun shades are very professional in appearance and complement the color of our home.
We are extremely pleased with our sun shades and we highly recommend Sun City Awning if you are planning to install sun shades on your patio. Sales rep, [redacted], worked with us and is highly qualified as is the installation crew who hung the sun shades. Installation and clean-up were both done in a satisfactory manner. Most importantly……we are truly satisfied customers!
Sun City Awning also installed a window awning over our master bedroom window that faces the scorching southwest sun. This awning, too, has been a God send in keeping out the hot Arizona sun. It is professional in appearance and also complements the color of our home.
[redacted] and [redacted]
Sun City Grand
Surprise, AZ