ComplaintsforRollup Shutters & Awnings Inc.

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Relationship with vendor,(ROLLUP AWNINGS *********************************************** *****) began in 2016 without incident. Initially, we had contractor replace awning cover. In the spring of 2021, we had a change to our topography which required us to contact the vendor and request that the pitch to our awning be lowered. This began what can only be described as a hellish customer experience. Each request for an appointment was prefaced by the service manager questioning my understanding of what the covid has done to the company's ability to hire proper help. This mantra would continue each time I called as if this had some direct relationship to what I required. On or about July 24,2021 awning was lowered from 8ft. To 6ft. 10Ins. This did not alleviate the shade problem and so another appointment was made again encountering the same covid protocol from the service manager. On August 27,2021 another service call was made and it was determined that we would need a front bar pull shade and a motor which was unrelated to the shade problem.Drop shade was ordered April 23, 2022. Drop shade was attempted to be installed in June, however, workmen at this time realized that heavier brackets needed to installed to support the shade. One has to question why the company having all the information available to them did not make this determination initially and bring the heavier brackets. This change resulted in an additional $900.00 charge to us.On July 16,2022 drop shade was installed with heavier brackets but valance which was cut when drop shade first ordered was not brought to be installed. This was the third time this was done. After this, drop shade did not close fully and workers came back on July 26,2022. but could not rectify the problem and created a worse situation by tightening the shade causing wrinkles and creating indentations caused by the screws that were installed at the top of the frame. We inquired as to why no thought was given to protecting the screen from bein

  Business response

  08/11/2022

  Prior to this complaint, *** ***** *************** came into our showroom and had a heated discussion regarding their drop shade. The 20x7 drop shade had indent marks caused by round Philips head screws that were securing the mesh fabric to the roll. There were no rips, tears, or punctures in the mesh. ************** provided 17 photos of his drop shade showing the indents and stretched mesh. This fabric is not a tight woven acrylic; it is mesh woven like a screen panel in a door which tends to stretch. But this in no way restricts the ability to do what its intended to do.  
  
  On 8/10/22 our service team went to ********* residence and removed the drop shade. We will remove the round screws and flat rivets will be inserted in their place. We will return and reinstall the drop shade at the most convenient time for the Adamos. 

  
  At this point, we ask that all correspondence between the Adamos and Rollup Awnings be in writing, as we would like to avoid all confrontations. Tell us why here...

  Customer response

  08/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

   action on rollup awnings part seems to have occurred only after being notified by the bbb. we reserve the right to see how they will resolve this matter and in what time frame. the key here is that it is summer and we paid for this product to make the summer more palatable. up to this point the vendor has not afforded us this opportunity.

   

   

   

  
  
  
  
  
   
  

  Business response

  09/13/2022

  We have already had three appointments in total set to bring a new mechanical drop shade to them. They cancelled out last minute for the previous appointment, and the third is scheduled for this coming Saturday September *********************** the morning on that run as requested by the customers themselves. The customers attempted to reschedule again, but decided to keep this upcoming appointment after speaking to them this morning of Tuesday September 13. We have done everything to attempt to rectify the situation by accommodating their needs and we hope that it will be finalized on Saturday with the new shade fully installed.

  Customer response

  09/14/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
    we will wait to see if item is installed properly and without damage.
  
  

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called for 2 months for service on a damaged awning and they refused to call back or schedule servicing

  Business response

  07/18/2022

  Hi, as per our conversation, please contact the local contractor for service and **************. Thank you and I apologize for any inconvenience this may have caused. 

• Initial Complaint

  07/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered an awning from roll up awning give them an $1800 deposit when the order was delivered and placed on my house I told him that the brackets were too big and it made an eyesore out of the front of my house it was supposed to make my house look better when I discuss the problem with the owner he told me to get out of the store and he would do nothing about it and will not refund my deposit I I do not know how a company like this can you stay in business I am a retired person and live on a fixed income and cannot just give away $1800

  Business response

  07/06/2022

  Good Morning,  ************ signed a contract on 6/1/22 and the installation date was scheduled for 6/21/22.  Our crew arrived on the scheduled installation date and installed the **** x 8.2 motorized tube awning with **** roof height brackets, manufactured by Rollup Awnings, as per the contract.  Once installed, **************** neighbor came over and said that the awning looked "ugly".  ************ told the installers to remove the awning at once as it was an eyesore. As per request, the awning was removed and brought back to Rollup but the roof brackets remained in place. **************, CEO of Rollup Awnings, invited ************ to the showroom to show him working roof height brackets. ************** offered ************ 0-6 roof brackets which ************ agreed to but would not sign a General Release for snow, ice and debris build-up on roof due to lack of space between bracket and roof for the snow, ice and debris to flow under the awning and into the gutter.  At this point, ************** and ************ had a heated discussion and ************** asked him to leave the premises. 

  Rollup Awnings is ready, willing and able to re-install the awning at no additional charge (with existing brackets).  If ************ would like the smaller roof brackets there will be an additional charge and the General Release must be signed.  

  Also, please note there is an outstanding balance owed to Rollup for manufacturing an awning to the specifications of the contract signed by ************.

  Customer response

  07/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Yes I guess Im out of my $1800 deposit but I want other people to know about this company so they dont lose their deposit they are not in business to help you theyre in business you take your moneymaybe one day theyll come and take their roof brackets off my house

   

   

   

   

  
  
  
  
  
   
  

• Initial Complaint

  05/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the summer of 2020 we contracted with Rollup Awning to install a rollup awning on the back of our house. They took a $1687.00 deposit. We received a call from them when we were out. We tried to call them back but got busy signals. Then COVID hit and most businesses closed and we forgot all about it. When my wife saw their ad in the papers she called them to see what our status was and they said that in that time we lost our deposit. They never called us back at any time during or since the Pandemic to remind us or to remake an appointment to do the installation. If that is the way they do business, all I want is my deposit back.*************************

  Business response

  05/14/2022

  As per the phone conversation yesterday (Friday May 13, 2022) with the Installation Manager, their contract was signed on July 31, 2020 during the height of the pandemic, not after. A few attempts were made to contact them and set an installation appointment up, the first being for August 27, *************************************************************************** the pdf attachment (this is used by our seamstress and the Shop Manager to complete the build of any awning in time for the scheduled appointment date) and then again for September 10, 2020 as per the front of the copy that goes out with the crew, also part of the pdf attachment. As calls were going unanswered, the awning was not installed and is actually still sitting back in our shop with their last name on it waiting to be done so. This was confirmed after the conversation was completed yesterday with the Shop Manager himself, so it is ready to go whenever they wish to receive the awning they signed for.

  As per the contract, refunds are only provided up to the midnight on the third day of contract signing and must be confirmed and signed on the Notice of Cancellation sheet by the customer prior to that time. We are not obligated to refund a deposit or any other monies provided toward the contract total past that time, especially when it is just shy of two years after the initial contract signing. We had received no calls or messages from *** or *************** since the attempts were made to have the awning installed as we are open all year round, so there is always someone to answer a phone and listen to messages left otherwise. As per the phone conversation, they claimed they called and just received busy signals each time and thought we went out of business until seeing our advertisement in a local mailer in the mail yesterday, Friday May 13, 2022, for the first time since the signing of the contract and after looking through old paperwork they had sitting around. We have had numerous prior advertisements this year and last, so that claim is erroneous and makes us suspect they are not being truthful in their attempts to contact us. We are not going to refund a deposit on a contract that is almost two years old. We are more than happy to install the awning as per the contract for the total amount listed on said contract as the contract is still active and open otherwise.

  If *** and *************** would like to schedule a date to have the awning installed, they may contact us at ************. We are open Monday through Saturday 9:00am to 5:00pm and Sunday from 10:00am to 4:00pm. 

  We hope all is well and look forward to hearing from them.

*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. ↩