Sun City Awning & Patio

We contacted Sun City Awning in july 2013 to have an awning installed. A man came out to take measurements and told us it would be 6-8 weeks before installation, which I thought was a long time but we gave him $900.00 which was half the cost. When 8 weeks passed I called them to see when they were coming and a man I think his name was [redacted] told me he had two guys out with injury and they would be there the following week. Well the next week came and passed and I called again. I told him there 6-8 weeks was now about 10 weeks. He said I'll have installer call you and he'll be out there Saturday morning. Well sat. morning came and the installer called me and said I can't find the material for your awning I'll have go pick it up myself Monday morning. Well here it's been about 11 weeks and they hadn't even ordered the material. Well he was there Monday morning and installed it in 2 days. I told him the old awning we had there leaked up against the house. He told me don't worry this won't leak. Well the first rain came and guess what, it leaked. I called them up and the girl that answered the phone said it could be two weeks before the work order gets processed. A month later I called them to see what was up and she connected me with the same guy I think and he said the guy would be out first thing mon. morning. I talked to him the Friday before. 8:30 mon. morning no one showed so I called again and got the voice mail. Well he showed up an hour later. So we'll wait till the next rain and see. The service and Sun City Awning I would say is horrible.

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.

I had a ramada built by this company. The entire affair was unprofessional and exasperating.My down payment check was cashed May 3,2013 at which time I was told the wait was 4-5 weeks.By the end of June I had not heard from them and started making calls. I was told construction would begin the first week of July, they would call the week prior and confirm.I heard nothing from them the last week of June . I called them Friday June 28th and was told they would start July 3rd. They showed up ,begrudgingly, on the 3rd wherein the crew leader started using foul and unwarranted language towards his crew members that did not show up until about 10:00 a.m..The footings were to be dug 29x29x29, they decided to make them 24x24x24 and they started to concrete them in without the needed pins. The inspector showed up and stopped progress on the job until everything was made right. Three of the employees worked to enlarge the holes and remove the already poured concrete. The crew leader was above this sort of menial work and refused to help correct his errors until I insisted he pitch in. The holes were finally dug and the inspector was kind enough to come back at the very end of his day, he approved the work assuming it would be finished correctly. They didn't bring enough concrete so a little bit was poured in three of the four holes, the fourth getting no concrete at this time. They came back 5 days later July 8th to finish the concrete. This constituted a second paper which is not legal for a free standing building in Casa Grande. While all of this was going on I was in communication with the owner/manager who told me they have been in business for over 40 years and he knows what he is doing, implying I am an it. I can only go by what the city inspectors and other agents tell me is in the city codes. I might add at this point the sales man and the owner/manager insisted I did not need a permit, luckily I checked with the city myself and discovered I did indeed need a permit. I would not recommend these people to build a dog house for me.

Sun City Awning has been our go to company for shade in our backyard for years. We have just installed a 19 x 19 Ramada in our backyard and love it. The sales person [redacted] really know his stuff. He truly cares and listens to what you are trying to accomplish. The inside people are great to from [redacted] to the staff, they have also listened and made things happen with no questions asked. Truly a great company and would highly recommend them to all my friends and family.
Regards,
[redacted] and [redacted]

Review: My wife and I ordered an awning for our patio in March of 2013 which was a mid price model. We understood that the awning was custom built and would take approximately 6-8 weeks to manufacture. After 8 weeks we still had not received an update from the company as to our product so we contacted customer service. We were told to check back in a week by a very unsympathetic representative. After two weeks time, again we called and this time were told that the materials had arrived and could be delivered any day. When the delivery technicians finally came, they realized that whoever had done a survey of the property had not taken into account the need of a support beam, despite two surveys. Therefore the install was pushed back another week for another custom part. Rather than notify us when the final product was ready, we had to call multiple times to reach a customer service rep. We spoke with [redacted] and [redacted] several times about our problem. At one point we were told that the product would be ready for installation on a Friday. When my wife remained home from work that day, the product never arrived and when questioned, we were told that the custom part wasn't ready and that the technicians could come the following week. This customer service is unacceptable for a purchase of this magnitude let alone any business. When I attempted to contact the office manager to press a dispute, my calls were unanswered and the personnel with whom I spoke were not eager to press a resolution of the incident. Rather they continually evaded the question as to who was the responsible party in the company.Desired Settlement: We would like a phone call from a management representative of the company to address the above mentioned problem and would like addressed the wasted time that my wife and I spent on the Friday that the product was supposed to be delivered.

Business

Response:

We were indeed behind schedule for the installation…due in part to higher than expected sales and also to supplier delays. Further, I agree that our communication about these delays was not what it should have been. We deeply regret these delays and frustrations caused by our lack of communication.

When we arrived to install on May 24 (a Friday) the installers discovered an unforeseen issue (concealed behind stucco) that required the need for special bracketing. We do thousands of installations each year and normally can anticipate these kinds of issues, but some elude us. We would normally charge more for this kind of installation when we know about it upfront, but did not ask for anything since we were late getting it installed, and to provide good customer service.

At that time the installers told the [redacted] it would take about a week to get the custom brackets made and do the install. The [redacted] assumed that meant we would be back out the following Friday. At no point did our schedulers tell the [redacted] we would be there on Friday the 31st.

The parts arrived on Monday the 3rd, at which time we called to schedule the install for Tuesday the 4th. That date didn’t work for the [redacted] so we agreed to an install date of Friday the 7th.

I will also follow this up with a phone call to the [redacted] as they requested in their complaint.

Sincerely,

[redacted] – Owner

Sun City Awning

Consumer

Response:

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,

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

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.

In September I purchased a covered patio by Sun City Awning, it was great timing with the heavy rain and wind we received in the Phoenix Area. The patio did fine with the high winds so don't let other companies tell you AlumaWood patios cannot withstand high wind. If its professionally installed and the material is quality, its not a problem.

From start to finish staff were very friendly and professional. Office personnel kept me up-to-date on project installation dates, the installer was friendly, on time and cleaned up after the project was done. Although there was a problem with the color of the main patio trim, it was replaced. I'm very pleased with my beautiful, covered patio and with I could have done it years ago! I strongly recommend Sun City Awning, you will not be disappointed with your purchase!

I had an awning installed almost a year ago. There was a small problem with dripping in a couple of spots. Today I had the pleasure of meeting [redacted] who not only recognized the problem but also fixed it on the spot. Best hang on to guys like this a they are diamonds in the rough. It also speaks volumes for Sun City Awning who cares enough for a satisfied customer longer than it takes to cash the check for the installation. Bottom line is quality company with quality personnel. Thanks so much!