"Free estimates for new awning products are easy to provide if the customer can provide a description and approximate size of the product they are interested in. Repair pricing is more complicated. JH had called and asked for an estimate to repair a broken retractable awning frame system that we did not initially provide. We cannot get parts for several of the brands of awnings that have been installed over the past 30 years in our region. We did provide new fabric for the system a couple of years prior. In an attempt to resolve the customers problem we had to send technicians to her home (about 30 minutes away) to determine what was broken and determine whether we could get replacement parts, and if so, to then determine a cost. When JH called I gave her an approximate repair cost which included the cost of having my staff evaluate the problem. JH was unhappy at the charge and it was clear to me that we would not agree. At that point I suggested she find another company to repair her awning. I am sorry that she would not concede that I had incurred costs to determine the problem with her awning and why I felt it reasonable to be recouped for that. It was never our intent to offend her."

"I called the member immediately upon seeing her July 2nd report and apologized. My notes indicated that I had made a tentative appointment for May 3, 2012 to be comfirmed by the member. My notes don't indicate a follow up confirmation and I did not keep the appointment. She told me she believed it was a confirmed appointment and I was at fault. Since 'the customer is always right' and it was most likely a simple misunderstanding I again apologize. I do wish she had called or emailed me when I didn't arrive, as she expected, so the problem could have been rectified immediately."