Initial Business Response / [redacted] (1000, 5, 2015/09/09) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @rolloutavacation.com First, we would like to thank Mr [redacted] and Mrs [redacted] for their continued businessIn 2013, they purchased a beautiful Thatcher Retractable Awning for their back patio areaOn that project, we encountered a flaw in the fabric (a slight discoloration from one area of fabric to another)The manufacture refused to cover it under the warranty, because they stated that something must have been applied to the fabric to cause itAt Thatcher Retractables cost, we replaced the entire fabric for the customers, and they were very pleased with the result On this current project, it is true that there was a miscommunication on the depth of the piersIn a typical situation, we would dig the piers 42"In this situation, the paver patio was to be re-installed above the piersIf we dug below the frost line, the area where the piers are located would not move during the freeze/ thaw cycle while the rest of the patio wouldWe have been advised by a landscape designer who specializes in paver patios that this is the approach we should take in this applicationWe are updating our sales manuals in the off-season to reflect this policy Let me address the concern about the "quality of the wood"It is true that there were pieces of wood that were outside the standard of variation when we did the original installation [redacted] and the customer agreed that we would replace three piecesWe contacted the manufacture and they stained and shipped the agreed upon piecesAfter installing those pieces of wood, the customer stated that there were numerous other pieces of wood that they believe that we should replaceI have not personally inspected the pergola, but I can tell you that pergolas are intended to be rough and rusticPart of the beauty of a wood pergola is the natural variation in wood At the point of the original installation, the customer initially refused to pay any of the balance and then grudgingly paid half of the remaining balanceWhen the three pieces were replaced, the customer refused to pay the balance, stating that there were more pieces to replaceAfter the initial installation of their awning and the issues that insued, the customer should have been aware of two things: (1) Thatcher Retractables WILL address their issues and concerns (2) the balance is due when the product is installedAny issues that occur are warranty issues and will be handled as such In terms of addressing Mr [redacted] and Mrs [redacted] complaint, I first have to state that we have not closed this jobWe simply were not going to do any more work until we were paidSecond, our action plan going forward is the following: (1) I (the owner) will personally inspect the pergola to see if the wood meets the standards of a rustic pergola that they purchased(2) I will provide a surety letter regarding the depth of the piers Finally, I expect that the customer will treat our staff and I earnestly and work to resolve the project as they did in our previous warranty issue on their awningTo have a successful project, it requires both parties to maintain good faith Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) In response to [redacted] September 9th reply: It is interesting how information is distortedThe time line is incorrect The pergola was installed on August 21stThe next day I noticed that there were some "rustic" pieces (aka split and cracked) wood I called the office and asked for them to be replacedSeveral calls later between myself, [redacted] and [redacted] it was agreed that [redacted] would come out and see the pieces that needed to be replacedI told [redacted] that I would hold back 1/of the over $7,until the pieces were replaced [redacted] asked me to promise to make the last payment if he had the pieces replaced, and I said of course I would pay and reminder him that I was a good customer happy with the first product (awning) and coming back for another product since I was under the assumption that Thatcher would honor their productsI had faith in the Company at that time He came out saw the pieces, agreed to replace the pieces and leftA day or so later an office person called to let me know that someone would come out on September 3rd between 10:00am and 1:00pm to replace the woodThat evening by the time I got home it was dark, so I had to wait until the next day to see the wood September 4th I saw that some of damaged wood was replaced, leaving several other pieces that still have long splits and cracks and should also be replaced [redacted] showed up around 1:00pm without a phone callMy husband told him that we were still concerned with all the split pieces I was upstairs looking down over the pergola and over heard him and opened the window and asked [redacted] if he would like to see the pergola from above so that I could point out the wood that looked damaged, he replied noThen he said "where will this end?" meaning that he was not willing to discuss the issue anymoreI told [redacted] if I wanted split wood I would have gone to a big box store and picked out the worse pieces instead of good piecesSince I was so upset by his comments I gave him the remaining 1/payment and asked him to leaveI also told him that I had two other pergola project in mind, but since the experience with the patio pergola was so awful I changed my mind and would look elsewhere He mentioned several times during the sales pitch and on the 4th that Thatcher has a warranty on the productsWe have yet to see any written paperwork for the awning installed two years ago or this new pergola Later I found that [redacted] had left a voicemail at 1:18pm saying that he was told by [redacted] that I had refused to make the payment and he wanted to discuss what more could be done to resolve the matter I thought that I would get a phone call asking if the replacements were acceptable and could he stop by to pick up the check or how would I like to make the final paymentInstead he showed up on my door step less than hours after the wood was replaced thinking that I was refusing to make the paymentHe was ready for a fight but we were caught off guard because we thought that Thatcher would be glad to replace any defective pieces You have horrible communication skills with your employees As for the awning, there was something wrong with the fabricIt looked like the rollers caused it to wear only in one long line where it rolled back and forthAnd thanks for bringing it up because the seams or tape that hold the seams together look like they are rippling or coming apartWe brought it up to [redacted] and he did not seem too concerned The bottom line is you have your payment in full and we have SPLIT WOOD AND NO WARRANTY ON EITHER PRODUCT Due to our busy schedule we would like to extend the complaint process until mid or late OctoberThanks [redacted] & [redacted] Final Business Response / [redacted] (4000, 9, 2015/09/13) */ Contact Name and Title: [redacted] , Owner Contact Phone: XXXXXXXXXX Contact Email: [redacted] @rolloutavacation.com As we previously statedWe will follow up with the customer this week for an onsite inspection At that time, we will present a resolution [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/09/09) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @rolloutavacation.com First, we would like to thank Mr [redacted] and Mrs [redacted] for their continued businessIn 2013, they purchased a beautiful Thatcher Retractable Awning for their back patio areaOn that project, we encountered a flaw in the fabric (a slight discoloration from one area of fabric to another)The manufacture refused to cover it under the warranty, because they stated that something must have been applied to the fabric to cause itAt Thatcher Retractables cost, we replaced the entire fabric for the customers, and they were very pleased with the result On this current project, it is true that there was a miscommunication on the depth of the piersIn a typical situation, we would dig the piers 42"In this situation, the paver patio was to be re-installed above the piersIf we dug below the frost line, the area where the piers are located would not move during the freeze/ thaw cycle while the rest of the patio wouldWe have been advised by a landscape designer who specializes in paver patios that this is the approach we should take in this applicationWe are updating our sales manuals in the off-season to reflect this policy Let me address the concern about the "quality of the wood"It is true that there were pieces of wood that were outside the standard of variation when we did the original installation [redacted] and the customer agreed that we would replace three piecesWe contacted the manufacture and they stained and shipped the agreed upon piecesAfter installing those pieces of wood, the customer stated that there were numerous other pieces of wood that they believe that we should replaceI have not personally inspected the pergola, but I can tell you that pergolas are intended to be rough and rusticPart of the beauty of a wood pergola is the natural variation in wood At the point of the original installation, the customer initially refused to pay any of the balance and then grudgingly paid half of the remaining balanceWhen the three pieces were replaced, the customer refused to pay the balance, stating that there were more pieces to replaceAfter the initial installation of their awning and the issues that insued, the customer should have been aware of two things: (1) Thatcher Retractables WILL address their issues and concerns (2) the balance is due when the product is installedAny issues that occur are warranty issues and will be handled as such In terms of addressing Mr [redacted] and Mrs [redacted] complaint, I first have to state that we have not closed this jobWe simply were not going to do any more work until we were paidSecond, our action plan going forward is the following: (1) I (the owner) will personally inspect the pergola to see if the wood meets the standards of a rustic pergola that they purchased(2) I will provide a surety letter regarding the depth of the piers Finally, I expect that the customer will treat our staff and I earnestly and work to resolve the project as they did in our previous warranty issue on their awningTo have a successful project, it requires both parties to maintain good faith Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) In response to [redacted] September 9th reply: It is interesting how information is distortedThe time line is incorrect The pergola was installed on August 21stThe next day I noticed that there were some "rustic" pieces (aka split and cracked) wood I called the office and asked for them to be replacedSeveral calls later between myself, [redacted] and [redacted] it was agreed that [redacted] would come out and see the pieces that needed to be replacedI told [redacted] that I would hold back 1/of the over $7,until the pieces were replaced [redacted] asked me to promise to make the last payment if he had the pieces replaced, and I said of course I would pay and reminder him that I was a good customer happy with the first product (awning) and coming back for another product since I was under the assumption that Thatcher would honor their productsI had faith in the Company at that time He came out saw the pieces, agreed to replace the pieces and leftA day or so later an office person called to let me know that someone would come out on September 3rd between 10:00am and 1:00pm to replace the woodThat evening by the time I got home it was dark, so I had to wait until the next day to see the wood September 4th I saw that some of damaged wood was replaced, leaving several other pieces that still have long splits and cracks and should also be replaced [redacted] showed up around 1:00pm without a phone callMy husband told him that we were still concerned with all the split pieces I was upstairs looking down over the pergola and over heard him and opened the window and asked [redacted] if he would like to see the pergola from above so that I could point out the wood that looked damaged, he replied noThen he said "where will this end?" meaning that he was not willing to discuss the issue anymoreI told [redacted] if I wanted split wood I would have gone to a big box store and picked out the worse pieces instead of good piecesSince I was so upset by his comments I gave him the remaining 1/payment and asked him to leaveI also told him that I had two other pergola project in mind, but since the experience with the patio pergola was so awful I changed my mind and would look elsewhere He mentioned several times during the sales pitch and on the 4th that Thatcher has a warranty on the productsWe have yet to see any written paperwork for the awning installed two years ago or this new pergola Later I found that [redacted] had left a voicemail at 1:18pm saying that he was told by [redacted] that I had refused to make the payment and he wanted to discuss what more could be done to resolve the matter I thought that I would get a phone call asking if the replacements were acceptable and could he stop by to pick up the check or how would I like to make the final paymentInstead he showed up on my door step less than hours after the wood was replaced thinking that I was refusing to make the paymentHe was ready for a fight but we were caught off guard because we thought that Thatcher would be glad to replace any defective pieces You have horrible communication skills with your employees As for the awning, there was something wrong with the fabricIt looked like the rollers caused it to wear only in one long line where it rolled back and forthAnd thanks for bringing it up because the seams or tape that hold the seams together look like they are rippling or coming apartWe brought it up to [redacted] and he did not seem too concerned The bottom line is you have your payment in full and we have SPLIT WOOD AND NO WARRANTY ON EITHER PRODUCT Due to our busy schedule we would like to extend the complaint process until mid or late OctoberThanks [redacted] & [redacted] Final Business Response / [redacted] (4000, 9, 2015/09/13) */ Contact Name and Title: [redacted] , Owner Contact Phone: XXXXXXXXXX Contact Email: [redacted] @rolloutavacation.com As we previously statedWe will follow up with the customer this week for an onsite inspection At that time, we will present a resolution [redacted]