Sunmaster of Naples

We purchased a new home in 2016, and had 5 Titan Screens from Sunmaster of Naples installed. These were the roll-down electronic screens, which cost us approximately $20,000 for all 5. Ever since moving in, we've had nothing but problems with them. All 5 of the screens have needed to be replaced within 3-6 years because the glue was defective and the screens all detached from the mechanism holding them into the track. We had to pay for an entirely new screen every time. They know that the screens were defective, as I was told other people had the same problem, yet refused to honor anything more than the 1-year warranty that they came with. New screens cost over $1400 a piece. The individuals within the company didn't care. They just said, you can expect them to go bad after 5 years even though we began having issues before that. Additionally whenever a screen needed replacing the replacement time was months. We literally went several months without having our screens. Thats not the only problems we've had with them. We had issues with the motors, issues with the screens getting stuck, and more. They have been nothing but a headache since we moved in. Avoid at all costs.

Chris, their salesman has been very nice to work with so far. Hoping to have work completed within five weeks.

The job went quite well. They came out and measured twice to ensure a perfect fit for tricky spots. Installation was flawless and the quality of the powder coating is excellent.

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This is a prime example of a failure to provided post-sales customer service.
I purchased a retractable awning from this company.  The installation was completed by two very professional installers.  If I could just rate the installers, this company would get high marks.  As the installers were explaining how it works, I asked how to wind it in case of power failure.  The two awnings I own in other homes have the ability to crank it in manually or use the motor.  They told me that the awning doesn't have a manual capability.  Strange, since the one they replaced had it and the marketing material clearly stated that "operation can be manually by means of a crank handle or electrically by motor".  It doesn't say that you choose one or the other, the statement implies both features are included.  Since the awning they replaced had these features, I was expecting this one to have it too.
When I spoke to the salesman, who was very nice in making the sale, his demeanor changed to confrontational, aggressive and argumentative.  He said he was surprised that I didn't inquire about that option.  How would I know that was an option?  I don't sell awnings for a living.  He then repeatedly asked when he could come over and remove it.  I explained to him that I wasn't looking to remove it, I just want to resolve my concern.  This was again answered with the question of when do I want then to remove it.  He repeated this question recursively to each question I asked.
Needless to say, I wasn't going to have them remove it since they already had half my money so good luck getting that back.  I asked the extremely nice woman that runs their scheduling to have the owner call me, and he never did.  I put two calls in and he never returned either.  I don't have high hopes for a return call as it's been several weeks now.
I told the salesman that I would write a negative review and he told me to go ahead and do that.  So here it is.  A quick call by the owner or a more professional response by the sales person would have avoided my dissatisfaction.  I'm not looking to get anything for free, I just want to understand why the option was left out and why it wasn't offered to me, especially given the fact the replaced awning had it and printed marketing material that leads the buyer to assume that both features are included.

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