ComplaintsforAwnings by Naples Awning

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The remote control does not move the awning in or out. it opened and would not close. I changed the battery in the remote, but remember there is a code to "reset" it. I have called and left messages with Naples Awning several times. I spoke to ******** and he assured me that someone would call or come and fix the problem. After 5 calls, no one has returned my calls or co e. I just want a call and some information on this problem.

  

  Business response

  09/30/2024

  Good afternoon,

  This is ******, with Naples Awning, I personally spoke to ******* ***** on Friday the 27th and informed him that our technicians have not worked since Wednesday the 25th due to rain and winds from the approaching hurricane ******. I explained to him that I would have a technician call him on Monday the 30th to see if they can talk him through the process. If not, he will have to order a new motor & remote. Naples Awning has no existing contract and is trying to assist the customer the best of our ability.
  

  Customer response

  10/01/2024

   
  Complaint: 22342898
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *****

  Naples awning contends that they never spoke to me regarding the problem with the awning. Yet I spoke to ***** , ******** and today *****. Naples Awning arranged yesterday 9-30 to have someone come to the house and look at the awning. They schedules 12-2:30 appointment. Three men came to the house at 9am today and looked at the awning and told me that it would need a new motor (cost $1400). Told the men to have an estimate sent to me for that work. They pro ed3d to leave and then came back with a bill for "service" of $280. I was never told about a service charge when I spoke to them on the phone. Today ***** defended the fact that "I never asked them about a service fee" . They were here for 10 minutes and only one man did any work.

  This is outrageous to think hat I would pay this. This is a classic bait and switch con job. They have an obligation to tell me if there is a fee for a service call before they come. No one did that.

  For some reason ***** at Naples Awning is using the excuse that there was a hurricane so they could not respond to my call. I first called 9-24 (no hurricane???) They need to be truthful and own up to their mistake and stop trying to cheat me.

  I have a bill they gae me up it won't copy or scan because its a duplicate.

   

  

  Business response

  10/03/2024

  Let's begin by Mr. ****** is not a current customer of *********************************************. He spoke with ******** on the 24th, which was a Tuesday. ******** us unable to walk Mr. ****** through the process and informed him he would get with a lead technician to call back. Wed - Fri we were closed for the Hurricane. Our installers can not use power tools or be on a ladder in rain. Our company is closed Sat & Sunday. I stopped in briefly Friday to play the messages and gave Mr ****** a courtesy call informing him he had been closed.

  On Monday the 30th our team spoke with Mr ******* they determined they would not be able to trouble shoot over the phone and needed to set up a service all. Again, the phone call was over a battery in a remote control which Mr. ****** thought he installed improperly. When our team arrived on site there were three men ( one extra) since they were heading to install a new retractable awning in the same location when they left his home. Our team determined it was not the battery and began to trouble shoot the unit to determine if the issue was the remote, electrical damage from the rain or winds, wiring, programing and then tested the electrical to the motor. I agree, there was an extra man, however, he was not charge for any labor per guy or per hour.  There was a $100 service fee charge then $180 to run the diagnostics for the unit.

  Upon discovering the motor was the issue our team gave them the quote of $1400.00. This included their visit and diagnostics for that day. Ordering and replacing the motor which involves another visit, this time with 3 men going in to the attic to disconnect, disassembling & removing the unit form the wall to remove the motor from inside the round tube. Then reinstalling the unit, having a licensed electrician to come behind us to rewire. Then a third trip out to program once the electrical has been reconnect to program the unit. A new wireless remote control would have to be ordered as well as the remote.

  If the customer chose to not proceed with the replacement the amount of two hundred and eighty dollars would be due for the service call & trouble shooting the unit. No price was give by me over the phone because Mr. ****** informed me he replaced a battery and needed to speak to a technician to reprogram. We would not charge a customer to assist in programming a remote after battery replacement.However, that was not the case and our team needed a site visit to determine the problem.
  

  Mr ****** began to get irritate with our team member. I tried to speak with his wife over the phone to explain the breakdown of what the repair costs would be. I was unable to discuss with his wife because he was yelling over her talking to me through the phone. He told me he would not be paying for anything which I accepted since we had already completed our work.

  Naples Awning does can not successfully run a business if we do repairs for free. No money has ever exchanged hands between Mr. ****** and Naples awning. This unit was sold to ******* back in 2019. It is normal wear and tear for a retractable awning that is 6 years old.

  Naples Awning is willing to not collect and money and allow the customer to use a different ********************** company. He will quickly learn the price quoted is fair and has been the same price to replace a motor as it has been for the past 8 years. We have not raised our prices. Naples Awning will be happy to furnish multiple receipts backing up or price quoted. Our prices are fair and competitive and I stand behind the price quoted. There was not " bait and switch" the only thing that switched was the issue not being a batter or remote, the issue was determined the motor located inside the round tube. It is in the best interest for both parties to go their separate ways, no money has been paid and we are okay with that.
  

   

   

  Customer response

  10/04/2024

   
  Complaint: 22342898
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *****

  After several responses and phone conversations one might think Naples Awning would know the name of the client. Very attentive to customer service!!! If I am not a current customer of NA why are you dealing with me on this issue. I live in the house. The first call you got was from the owner on 9/23 and he was told that you would have someone call us. i called on 9/24 and was told by ******** that someone would call the next day. This never happened. I called the following day and was told someone would call. Didn't receive call. You made appointment to come on 10/1 between 12-2:30pm. You showed up at 9am because is was convenient for you. No call prior, you just showed up at your convenience. Three men cam to the house one tried the remote, one used a probe of some sort to check the motor and from that 30 second probe determined w needed a new ********* motor. By the way, it was raining that day!!!! The men proceeded to leave until they remembered there was a $280 fee for service and "30 second diagnostics".THere was o further discussion regarding the new motor. The  group told us there was a $280 fee to be paid and wrote up a bill and presented it tome. THIS WAS THE FIRST AND ONLY TIME ANY FEE WAS MENTIONED. There was never any discussion of fees on the many phone calls we had with Naples Awning. The men got someone fom the office on the phone and they attempted to justify the bill. 

  You said I got irate with the team member but he was only told what I have said in this note that there was never any discussion with the service men or the office regarding service charges. 

  Naples Awning can not run a business by not informing clients of fees before they provide service and for the record you did no repairs!!!!

  We own Naples Awning nothing. They provided no repairs. They came to see what the problem was and as you stated were unable to walk me through the process to reset the remote. 

  You di nothing to earn any fees. We owe you nothing and will pay you nothing. Perhaps you should look at you procedures for doing home calls and tell clients what you will try to charge them for doing nothing. 

  ******* *****

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Naples awning does installation but not repairs , awning only lasted a couple of years and is now broken. I have contacted the company about repairing the awning, they say they are busy doing installations and cant get to us . The awning was very expensive when purchased, and i feel that they should stand behind there product.

  

  Business response

  04/18/2024

  Good afternoon,

   

  This project has been completed. The delay was that the arm for the retractable awning had to be ordered, shipped then scheduled for installation. Delivery was quoted 7 - 10 business days.

   

  Thank you,

  ************************* - ************
  

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