Yahan Inc

"Dear Mrs. [Member Name Removed], Thank you very much for your comments, our main goal is our customer's satisfaction. It has been a pleassure to assist you with your project. Best Regards, Yahan Team."

"Our customer signed contract to install new Sunbrella Cover on her existing awning frame which was done accordingly; regarding to the points that our customer emphasizes on, we find that: a. The instructions on how to operate the awning were not followed properly, as a consequence the fabric may not look tight; one small short piece of fabric must remain always rolled in the tube in order to keep the fabric tight, when the instructions on operation of awning are not followed as stated, the awning fully stretches the fabric when opening and this causes the fabric to be loose as a direct consequence of awning losing setting. Our customer cranked the awning (with the hand crank that she got for free from us) the opposite direction and as it is shown in the picture, the fabric is in the position where it is ready to be taken away or removed from the awning. We are glad to help our customers resolving these troubles; however, it needs to be clear that customer is responsible of how handling the product after Yahan Inc has installed it. b. There is always a small issue when we install covers on existing frames, because usually old frames have suffered any either big or small fading due to years of use. We always try to give our best effort for existing awnings frames to look like new, withal, there is some difference between a new frame and a non-new frame, this situation normally affects the way the fabric looks after installed. This is something to keep always in mind. Nevertheless, we are willing to give our customers the support and technical advice needed before the sale even when at the end it is the customer who makes the final decision. c. Regarding the adjustment of the balance between the two awnings, we would have been very glad to help our customer, despite, it is out of our control that the key that allows to do such type of procedure is available in our warehouse only in the National accepted measurement system that is "Inches", since the awning comes with "Centimeters" system, it was not possible for us to perform this job in that moment, however, we told our customer that if she could get the right key, we would help her; to which she responded admitting that that situation was not important at all and that the only important matter was having the fabric mistake corrected. d. We would like to clarify that we as a licensed and certified contractor are always responsible for installing the original type of fabric we state in the contract, given the case, we are able to proof that the fabric that was installed was indeed "Sunbrella Marine Fabric". What really happened was that the fabric lost its setting and needs to be adjusted. One of our representative was there and the customer did not have a polite attitude; we offered to come by, notwithstanding, since our customer was not available in the morning that day that we offered, she said she would contact us once she has a day in that week or we would contact her if we had another schedule time for that week in the afternoon. What happened next was that we received the dispute notification from the Credit Card Company trying to remove a payment of a job that was done and for which we were and are willing to give our best support. Still, we would like to make clear that so far, the Credit Card Company has not reversed the payment because they assessed our documents and they considered them valid. e. We are really keen to contact our customer again and schedule an appointment with her to reset the awning to the right condition, by doing this, the fabric will look tight as originally was. If the fabric had not been tight enough, our customer had not signed the successful completion of the job because, according to what our customer fully explained in such very detailed way, it is very noticeable, therefore, there is not any way that such big defect would have gone unnoticed when she signed."