ComplaintsforFuture Guard Bulding Products, Inc.

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchase an awning from this company in June of 2012. It was supposed to have a lifetime warranty on the frame for parts (labor is not covered). On 8/18/2023, the awning broke where the bending arm attached to structure bolted to the house. They have refused to pay for parts, saying it was wind damage, but the winds were not excessive.

  Customer response

  09/04/2023

  I have not heard from the business in response to my complaint.

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a retractable awning (NuImage model ****) from FutureGuard Building Products through its local dealer/installer ************* *** for $4100. It was purchased June 23, 2011 and installed July 13, 2011.The company brochure describes it as a premium awning, with excellence in every detail. The brochure states that NuImage dealers provide white glove service, which according to FutureGuards brochure will exceed your expectations stating its what you deserve, and its what we deliver guaranteed.!The awning came with a ten year fabric warranty which was a key selling point for me since it is used to provide shade in a very sunny area. Within nine years, the awning was dry rotting, and the fabric tearing and fraying. I contacted the owner ******************************* of Deck King and spoke by telephone and followed up by sending him photos on July 14, 2020. According to the fabric warranty, NuImage agrees to repair or replace the fabric cover, not including labor costs related to the repair.******************** sent me an email response stating the pictures were sent to the manufacturer (NuImage/Futureguard) and that he called the rep to give him the information and said he would get back to me when he hears back from them. I never heard back from ******************** and made additional phone calls over a period of months, including May 11, 2021 and received promises that ******************** would get back to me. I also called NuImage/FutureGuard on May 11, and May 12, 2021. On May 25, 2021 I had another call with NuImage/FutureGuard where I was told they cant solve this and was referred back to ********************. ******************** of Deck King continued to ignore my request to honor the warranty.On June 5, 2021, I sent certified letters about the warranty issue to both NuImage and *************. NuImages warranty department received my letter on June 10, 2021. I still have not heard anything back from either NuImage/FutureGuard or *************.

  Customer response

  07/01/2022

  I have not heard from the business in response to my complaint.

  Business response

  07/26/2022

  We are Futureguard based in Maine and the manufacturer of the awning which had the complaint. We responded to Deck King, the dealer installer in 2020 and the end customer offering to repair the torn fabric cover on the awning for no charge.  The fabric would simply have had to be returned to Futureguard to make the repair.  Since the damage to the fabric was at the front bar, a less expensive and quicker solution would be to remove the fabric and rotate it 180 degrees and reinstall.  This would save on labor and shipping costs which are not covered under warranty.  

  Thank you,

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

  VP of Strategic alliances

  Customer response

  07/27/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  01/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered new awnings from them because they said in a proven performance letter from ************** of Maine, said the side panels held up to 760lbs. Which is the equivalent to 63 pounds per square foot of snow. Which is approx. 5 feet of snow. We usually only get a few inches but we ended up getting just short of 1 foot. That is why we purchased these because of the load capacity. We have spoken to *********************** a couple of times. She finally sent an email to my email. 3 weeks later. We are only asking for parts to fix it. To no avail. She says we have a large pine tree that is dispersing pine needles and pine cones on it and it cant handle the weight to call our homeowners insurance to cover a small dent. We just want the parts to fix it.

  Business response

  01/24/2022

  Thank you for contacting us. We have asked ***** to reach out to your family to obtain a list of the parts required to get your awning back in good working order.  She has sent an email and is currently waiting to hear back. I can be reached at ***************** Please ask for ***************************

  Thank you,

  ******

*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. ↩