The Awning Place, Inc.

"First I would like to say that I had not responded to this review until now, due too the fact that we had sent two letters to this customer in an attempt to resolve this issue. - no response. In response to this review, it should be noted that there are some important omissions which change the dynamic of this completely, which are... After this customers initial meeting with Scott, a contract was mailed to her home. On our end, we waited to hear back from her, either verbally or with a signed contract before placing the order. Eventually she did call, and after discussing it, being a previous customer, we placed the order without a signed contract. Shortly after we were informed by the manufacturer that the chosen fabric was in fact discontinued. We checked with suppliers in the US, Canada and Mexico trying to find enough material in that choice to complete her order - It took almost a week and sadly, there was none to be found. Searching stock with manufacturers we found two that were similar and informed the customer with our apologies of the discontinuation, set up a time to have Scott meet with her again to make a choice. After meeting with Scott, who assured her that both samples were in stock, she then called and spoke with me, Adam "owners son" - and I assured her that the fabric was in stock and that I would let Bob, the owner know immediately of her choice and if there were any questions or issues that he would give her a call. Not five minutes passed, while I was in Bob's office giving him the details of her order, she called again to confirm her choice with Bob. The conclusion of that call, which I was present for, was that she would get a cover at a reduced price and that the order would go in immediately. The next phone call was to the manufacturer placing the order. Being custom-made, a typical order takes 2-4 weeks from order to install. After 6 days, she called again asking why we have not confirmed her order and to state that we had not sent her a contract. We informed her that her order had already gone through, was being made and that we would be making a special trip to the factory to pick it up next week. We also mailed her a new contract, even though a verbal approval had been given on 4 occasions. Once her completed order was picked up, Bob called and left a message that we would be installing it the next day. She then called back, spoke with Bob, insisting that she be home for the install and that the next day does not work... he accommodated and asked when she was available next week... in short that call ended with her cancelling the order citing our lack of communication and the fact that she never signed a contract. In summary... We made two trips to her home, lowered the price and then gave her a discount on top of that, ordered the fabric, made a special two hour one way trip to the factory in NY to pick up her finished paid in full cover, that she agreed to through several phone calls"

"After doing some digging, reading the notes, call logs and speaking with all involved, here is what actually happened... On February 8th of this year (2017) we received a call from this customer, requesting that we change the upper limits of his motorized patio awning to try to eliminate birds perching on his fabric. Since his original awning was purchased in 2004 (past the warranty date), he was informed that a service call is $112.50 plus CT sales tax. Being a previous customer and having purchased a recover two years prior, we reduced his service charge to $87.50 and provided service the same day. Two installers came, looked over his awning, adjusted the motor limits per his requirements and noted that the awning was in good working condition. That's what they were sent there to do & that is what he was charged for. On a separate note, while the installers where there, he explained that birds were living in a "hole" in the side of his neighbors house and were constantly perching on the arms of his awning and leaving "droppings" on his awning and deck. He discussed with the installers a possible solution of fabricating a cover to keep the birds out. After discussing this solution with the installers, the owner concluded that for various reasons, this proposed fix would not alleviate the issue at hand. The customer did call two more times, and on the second call, spoke with Bob (the owner) and was informed that the above solution would not work and there really isn't much you can do. Not satisfied with that answer, he wanted the owner to "stop by" and look at his awning... there was never an appointment made. He then called two more times, once he was informed that the owner had the flu and would be getting back to him next week... the second time, he informed us that he was going with another company but to have the owner call him back to discuss it. The issue was already discussed, at length and had nothing to do with the awning or the service he was provided. The guys came to fix an issue he had with his awning's motor limits and he was discounted for that service charge. The obvious solution is to work with his neighbor to close the hole where the birds are nesting. While we sympathize with this customers situation, we cannot control nature and the habits of birds and we will not fabricate a product and charge the customer for something we are certain will not solve the problem."