Whitaker Roofing & Siding Inc

I am replying to your letter of February 22, 2016 in regard to a complaint which was registered, IDH [redacted]. A Very simple explanation of what caused the awning damage is as follows: We had thirty one inches of snow which slid off a metal roof above the awning. The metal roof was installed without...

Snow catchers which would very likely have prevented the damage which included twisted panels and a damaged frame. The awning is still in place with the damaged parts. Please look over the literature I am enclosing on Snow load statistics. I had offered to work with Ms [redacted] and her insurance claim however she called the office and became very terse with my secretary. I in turn called her after she had the conversation with my secretary and she did apologize. The conversation we had concluded with the understanding that after her insurance adjuster looked at the awning and made an assessment, I would work with her on the price. The awning must be taken down and panels must be replaced by the manufacturer, new posts installed and awning re-hung. After all the previous conversations, her son called and was very rude. I then told him I no longer was interested in correcting the problem. If we are to do any work on this awning, I will require the storm damage repairs to be pre-paid. Unfortunately, sometimes it becomes very difficult to deal with a customer who becomes unreasonable. We value our pristine reputation therefore I feel it is imperative that I respond to this complaint in a timely fashion.Sincerely,William B S[redacted]. Pres.

I am replying to your letter of February 22, 2016 in regard to a complaint which was registered, IDH [redacted]. A Very simple explanation of what caused the awning damage is as follows: We had thirty one inches of snow which slid off a metal roof above the awning. The metal roof was...

installed without Snow catchers which would very likely have prevented the damage which included twisted panels and a damaged frame. The awning is still in place with the damaged parts. Please look over the literature I am enclosing on Snow load statistics. I had offered to work with Ms [redacted] and her insurance claim however she called the office and became very terse with my secretary. I in turn called her after she had the conversation with my secretary and she did apologize. The conversation we had concluded with the understanding that after her insurance adjuster looked at the awning and made an assessment, I would work with her on the price. The awning must be taken down and panels must be replaced by the manufacturer, new posts installed and awning re-hung. After all the previous conversations, her son called and was very rude. I then told him I no longer was interested in correcting the problem. If we are to do any work on this awning, I will require the storm damage repairs to be pre-paid. Unfortunately, sometimes it becomes very difficult to deal with a customer who becomes unreasonable. We value our pristine reputation therefore I feel it is imperative that I respond to this complaint in a timely fashion.Sincerely,William B S[redacted]. Pres.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Complaint: [redacted]I am rejecting this response because:Mr. S[redacted] has again has not responded to the inadequate installation of the porch awning.1.  When I asked him if there should have been more than one fastener used on the side of the awning, he said he agreed there should be more than one.2.  I also asked him if there should be more than one support post holding the front of the awing.  He said the manufacture recommends at least two.3.  The fastener used on the side of the awning was 1 1/2 inches long.  The thickness of the awning is one inch leaving only 1/2 inch to penetrate the wall anchor.4.  As stated by Mr S[redacted], I had two awnings installed.  The awning above the porch is half the size of the porch awing and has two support posts attached.The porch awning as stated above only has one. Mr. S[redacted] said that if there would not have been a metal roof above this awing, this would be a moot point.Mr. S[redacted] did not notify me of any impending problem when he estimated the job.  He is supposed to be the expert.Pointing out a problem after the fact is not professional.If Mr S[redacted] is not willing to address the problems stated above, I will be forced to purse legal recourse.     I will not accept any response from Mr. S[redacted] until the issue of inadequate installation is corrected. Regards,   
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Complaint: [redacted]I am rejecting this response because:
Mr. S[redacted] has again has not responded to the inadequate installation of the porch awning.
1.  When I asked him if there should have been more than one fastener used on the side of the awning, he said he agreed there should be more than one.
2.  I also asked him if there should be more than one support post holding the front of the awing.  He said the manufacture recommends at least two.
3.  The fastener used on the side of the awning was 1 1/2 inches long.  The thickness of the awning is one inch leaving only 1/2 inch to penetrate the wall anchor.
4.  As stated by Mr S[redacted], I had two awnings installed.  The awning above the porch is half the size of the porch awing and has two support posts attached.
The porch awning as stated above only has one. 
Mr. S[redacted] said that if there would not have been a metal roof above this awing, this would be a moot point.
Mr. S[redacted] did not notify me of any impending problem when he estimated the job.  He is supposed to be the expert.
Pointing out a problem after the fact is not professional.
If Mr S[redacted] is not willing to address the problems stated above, I will be forced to purse legal recourse.
     I will not accept any response from Mr. S[redacted] until the issue of inadequate installation is corrected. 
Regards,   
[redacted]

The awning was installed to the manufacturer's specifications and under normal weather conditions would not have incurred any damage. The customer had two awnings installed at the same time, once again, per manufacturer's specs. The awning above the metal roof Sustained no damage from the Snow slide, the awning below the metal roof did. All the other awnings in the neighborhood do not have metal roofs above the awnings with no snow catchers. If there would not have been a metal roof above this awning, this issue would be moot. Once again I will stress this Snow storm caused damage and certainly not the installation. I would also like to address the fact that the customer insists that neither she nor her son displayed any rudeness to the secretary or myself. I can assure you the secretary who spoke with this customer has been with this company for more than twenty five years and would not report a rude phone call if in fact it did not occur.William B S[redacted], President

The awning was installed to the manufacturer's specifications and under normal weather conditions would not have incurred any damage. The customer had two awnings installed at the same time, once again, per manufacturer's specs. The awning above the metal roof Sustained no damage from the Snow slide, the awning below the metal roof did. All the other awnings in the neighborhood do not have metal roofs above the awnings with no snow catchers. If there would not have been a metal roof above this awning, this issue would be moot. Once again I will stress this Snow storm caused damage and certainly not the installation. I would also like to address the fact that the customer insists that neither she nor her son displayed any rudeness to the secretary or myself. I can assure you the secretary who spoke with this customer has been with this company for more than twenty five years and would not report a rude phone call if in fact it did not occur.
William B S[redacted], President