ComplaintsforA. Hoffman Awning Co.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In April 2024 I contacted Hoffman to report my awning would not extend. Someone came and checked within two days. I was told the motor was inoperable, that at least four similar motors were also determined to be inoperable, and a new motor would be ordered and installed. This part is under warranty. When I call I am told someone will call back or They don’t see an order being filed. For two of the hottest summer months I have not had the use of the awning. I rely on it to help lower electric bills as I am on a fixed income. I have had motors for this product fail before. While it was replaced, it was the same process—promises to call and repeated calls on my behalf.

  Business response

  08/01/2024

  I am looking into it and consulting with Tim B*** concerning this as he has been handling it and we are aware of the problem. Tim is currently on a long term job at ********* *******,  Remarks in our data base indicate that Ms ****** was furnished a hand crank to aid her while we are determining the problem but I have not verified that as yet.  I will be able to provide more information after speaking with Tim and will get back to you no later than Monday

  Customer response

  08/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  The company’s response is the same thing I have heard since April 2024. They have not given even an approximate date to replace the motor. I’m haven’t even been told if the motor has been ordered or received. I requested a hand crank so I could use the awning and haven’t been provided with one. No one will even bring me one or let me pick it up from their  office. I have an awning that I cannot use because they won’t respond. I call and am told someone will respond that day or the next. I don’t hear from them and I call again later. Same response. It has been a hot summer. The awning helps reduce my electric bill. I am on a fixed income. 
  Sincerely,
  
  ***** ******

  Business response

  08/12/2024

  Our records indicate Ms ****** contacted us on 06/21/21 and indicated that her motor was not working.  The motor had a 5  year warranty that had expired.  She did not elect to pay for a new motor..    Our records indicate that Tim B*** provided Ms. ****** with 2 cranks..I am trying to verify that with him as he has been onsite at ********* ******* for weeks.  If Ms. ****** would like to purchase a new motor, we would provide it to her at our cost.  I will get you more information after speaking with Mr. B*** to confirm

  Business response

  08/12/2024

  I just spoke to Tim B*** and have much more information.    He confirms that a crank was in fact given to Ms. ******.  In 2021 we did in fact provide a new motor for no charge.  Ms. ****** does not have her motor plugged into a separate outlet indicated for proper operation..rather she has it hardwired into a lightswitch.  She has been advised many time that this is the cause  of her problem which would prevent a reset of the remote after a power outage etc and would cause a problem with potential burnout of the motor..but she has refused to get a separate outlet installed.  She could try to go to her breaker box and turn the breaker off to her switch and then try to reset the remote but the only real solution is for her to get a separate outlet.  In the past Ms. ****** has lost her remote.  We reiterate that we gave her a new crank last year (placed on her deck).  There is little else we can do if she persists in refusing to get a separate outlet for her motor.. If she in fact has misplaced  her crank.  we will make arrangements to provide another.  Mr. B*** should be finished on his project by the first of next week if a phone conversation could prove helpful.  I am sorry that this info wasn't provided in the last response but the 30 minute time period was elapsing and Tim hadn't called me back at that time.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a flat pan awning from that was installed in August of 2023. In May 2024, I noticed extreme leakage inside during a heavy rain. It appears that the gutter cannot handle heavy rains. I also noticed leakage around both downspout outlets where it appears they were installed incorrectly onto the bottom of the gutter instead of from the inside as they should be. Since this is a result of poor workmanship, I called Rodney as he is the “production manager”. I called and spoke to Rodney on 5/28/24 and explained the situation to him. He stated that could come the next day between 3:00 and 3:30 PM. As requested, I texted him my address and phone number. I made sure I was there for the appointment; however, Rodney blew me off without any notification. I called his cell phone later that day and left a message to set up another appointment. On 5/30/24, I left a message with Patrick for Rodney and also left another message on Rodney’s cell phone. On 6/3/24, I sent an e-mail to Rodney, Donna H., and Joe G. Still having not heard anything, I visited their office on Thursday 6/6/24 and spoke to Jan R. and explained the continued lack of response about my issue and that I’d like to speak to someone about it. He went to find someone but “conveniently” none of the abovementioned parties were available. He said that he would inform Joe G. and I would hear something no later than 6/10/24. As usual, no one has called. I realize I’m not their only customer, and I would have been fine with a call/text to make another appointment. However, I find it extremely irritating to be blown off with no notification and then having my calls, emails, and visits to set up another meeting completely ignored for two weeks. There’s no excuse for that but seems to be their normal operation based on an earlier experience and other reviews/complaints I’ve seen online. It’s sad that I have a $16K awning that leaks like a sieve and has other poor workmanship issues that they refuse to acknowledge.

  Business response

  06/12/2024

  We sent a supervisor out to the customer's home today to make all repairs/adjustments to remedy his complaints.  The success of these repairs cannot be fully determined until the next substantial rain as we must determine if all leaking etc has been eliminated.  I spoke with the customer about an hour ago and he will be calling me after the next rain to advise as to the success of our efforts, after which we will take any further corrective action if necessary.

  Customer response

  06/19/2024

  I concur with the response provided by Mr. G***** concerning the leak and will notify him after the next heavy rain to see if the issue has been resolved.

  
  However, it was also noted by the supervisor at the time that there were 12 leaf guards missing from the gutter under the eave of the house. He stated that they were currently out of stock and he would notify me when they were available and schedule the installation, roughly in two weeks. He also said some wood or something would be required to distribute the weight of a person in order to reach the area of the missing leaf guards. I will report on this when completed.

• Initial Complaint

  05/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Metal awning installed in January over front door to provide protection from rain. First heavy rain in Feb showed that there is a 1 inch gap between awning and rain gutter, which they cut and capped. Other side of the awning also has a gap where rain comes down. I called them and was told they would fix it the next time they have a job in York, probably within 2 weeks of that call. I also sent pictures of the issue at their request. I have called each month since then and have been told it would be placed on the job list and finally last week I was called and told it would be done today, May 1, 2023. No one showed up, no one called. My porch at the front door gets totally wet from the rain coming down and splashing and it also runs down right to my foundation at the 1" gap. In addition, the awning was to extend out from the house 8' and across 7'; it extends out 7' and across 8'. Luckily it was able to fit that way so I accepted it.

  Business response

  05/09/2023

  To Whom it may concern,

  I spoke with Mrs. ****** and the problem was attended to on May 3, 2023.   The truck in route on May 1st broke down and the call was rescheduled on May 3rd.

  Flashing was installed to remedy the gutter problem and we are waiting for the first heavy rain to make sure the problem of leaking has been satisfied.

  Sincerely,

  Donna H******

  Customer response

  05/10/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  09/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Awning installed 7/7/2022. Malfunctioned within 2 weeks. Tim (assume senior installer) noted malfunctioning part and the ripped canvas due to this. He was able to set it to go out 3/4 of the way only and come back in only 3/4 of the way too. Never heard anything until I called the 9/6 and was told that my new fabric had just arrived and they would call to schedule. Numerous text messages & phone calls to the salesman, Tim and the shop, I was told in writing that the repair was done on 9/15! I was home and no repair was done. It takes 4-5 people and it is noisy. I sent the picture showing that no repair or new canvas had been done. Salesman Mike told me that he informed the GM, Joe and the owner. Next story 9/16 "oh, the fabric came in but it was short which is why they didn't install and repair! Next story line from Tim: "oh they found the fabric on another truck and to please call the shop to schedule the repair and install". Called the shop to hear " I don't know anything about this" ! I asked to be contacted by the GM. Never happened. I called the shop on this past Tuesday and spoke to the GM who informed me that I was scheduled for today. Well, good thing I called as they certainly could not do this without me home or without the remote. GM claimed to know nothing about all that had transpired. I am seeking large rebate from A. Hoffman Awnings. Ordered early March and I have not a correctly functioning awning all summer. Head serviceman, Tim is NOT on site and I do not trust that this will be repaired properly.

  Business response

  09/28/2022

  Business Response /* (1000, 5, 2022/09/23) */ We have spoken to Mrs. ****** and will have resolved her complaint by October 29th when her new awning is installed. Sincerely, Donna H****** Owner Consumer Response /* (3000, 7, 2022/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received the refund but was told from the owner that the new awning installation would be this Thurs or Fri NOT October Business Response /* (4000, 9, 2022/09/28) */ In a written email to Mrs. ****** on 9-23, I stated we would try to have the awning installed by Friday or Saturday of this week as long as the manufacturer received the material asap. I was a month ahead of myself and mistakingly typed in October instead of September. I asked Mrs. ****** to call me if there were any questions. Status: Material is in, Awning in production and installation will comply to our email discussion. (Friday or Saturday..depending which day the retractable arrives.) Donna H****** Consumer Response /* (2001, 11, 2022/09/28) */ Case has been resolved by owner. She indicated Oct install was a typo. It will be installed this week. I am satisfied with their response

• Initial Complaint

  03/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a retractable awning from this company in 2016. I noticed that it was malfunctioning in October of 2021. I have been calling to have it repaired since then. I started taking notes on my interaction with them in November of 2021. While they have sent service personnel to confirm what repair is needed on two occasions and claim that my service request was in progress, no action has been taken. No one ever responds to my inquiries. I have been repeatedly told that the person who handles retractable awnings would call me the next day, but the call never occurs. I will upload a copy of the installation contract and the notes that I have taken.

  Business response

  03/21/2022

  Business Response /* (1000, 7, 2022/03/14) */ Tim B*** of our office spoke to Mr. ***** prior to our reading this notice. Mr. ***** had broken the retractable ARM. We advised Mr. ***** that a new Arm had been ordered and we expect it in later this week to install next week. Mr. ***** thanked us and appeared to be satisfied.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩