Complaints

• Initial Complaint

  07/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Installation of awning was completed on 8/4/2021. over the next several months I observed water leaking through along the edge where awning and wall meet. I contacted Niagara awning several times and left messages. The leaks became more prevalent. Finally, the owner came to look at situation in spring of 2023 and said he would send a guy to repair problem when the weather got warmer. I've left many messages since then, with no response from them

  Business response

  08/01/2023

  This is notification that Niagara Awning repaired the awning on 7/28/23.  If you have any other concerns please call me at ************.

  Customer response

  08/06/2023

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

• Initial Complaint

  07/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased $3500.00 and had this awning installed in fall 2020, the angle was bad. After lots of calls it was finally fixed in (I believe) oct of 21 the problem I have been trying to get fixed for nearly a year is where the awning is attached to the house and right at my back door. I open the door in winter and icicles break off, there is a sheet of ice right outside my door. Scott the owner told me its ice dam because I have heat loss, it is summer time when it rains it leaks at my kitchen door and water, not just drops but a lot of it is coming in from the side wall. I have called only to get a constant voice mail saying the mailbox is full he doesn't respond to emails.

  Business response

  09/01/2022

  To whom it may concern, #1 picture was taken on November 17, 2020 on the day the awning was installed for ***** *******.  Please take note of the three tab style shingle roof in the photo. After being contacted about dripping against the right side facing addition wall, we had visited Mrs. ******* on February 11, 2022 and took the next 6 photos. Please take note of the heavy ice damming that is present on the awning and addition roof.  Please also note that the same shingle is present on the house roof, there is no dripping along the marriage line on the deck and the awning panels are not dented.  At that time we explained to Mrs. ******* that the dripping along the addition wall was happening from the tremendous ice dam that was present from the combination of heat loss through the house roof and extreme winter temperatures at that time.Mrs. ******* complaint to the Better Business Bureau is that it is now summer time and the awning is leaking along the marriage line as well as the addition wall.  Please take note of the last 4 photos and 1 video that were taken August 30, 2022 during a rain storm. The 3 tab shingle roof has been replaced with an architectural shingle roof, the awning panels are all now significantly dented, there is dripping now present from a security camera that has been installed through the awning panel as well as a roofing nail that has punctured through an awning panel.  The entire marriage line is now dripping during rain which was not happening previously as presented in the pics of a mostly dry deck from February.  Unfortunately the awning has been compromised and damaged from either the tear off of the original shingle roof, the installation of the new roof or some other event that happened since we took photos in February.  Our suggestion would be to have Mrs. ******* contact her roofing contractor or her homeowners insurance and discuss the replacement of the damaged awning.  We would be more than willing to help her with that process.

  Customer response

  09/02/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I would agree with the businesses response had I not been trying for months before my roof replacement and stair moving)  to have them fix the problem. Had I not had the problem before and had the problem been fixed when I first complained about it this would not be an issue. And I certainly wouldn't have a grievance  Yes I replaced my roof, yes I had my deck stairs moved, the problem outside my back door and along the wall existed  long before that and that was/is my original complaint. The problem exists exactly as it originally did - with the exception of since I had the roof replaced the leaking along the entire “marriage line” that was there in February (see pic feb 7, 22). I no longer have water dripping all the way across the awning/deck marriage line, the roof replacement solved that.  Hail is what caused the most of the dents in the awning. As for a nail or anything else that is not where the problem is. I am not disputing the business statements regarding dents etc The problem is every time it rains outside my kitchen door and the east end of the awning is major water now, and in the winter ice. Had I known for 10 seconds taking care of my property was going to be used as another excuse as to why it leaks in those two spots I would not have done it. I am standing by my original complaint regarding my entrance and the east end of the awning. I wrote to the BBB as a last resort since I received no response from the company after a year + of trying to get the issue taken care of.  I was hoping to get this solved long ago, apparently it isn’t going to be.  Regards, ***** *******

  Business response

  09/15/2022

  In regards to customers response to our original response. We were originally contacted about leaking along the right side facing wall. Photos taken on February 11, 2022 show a completely dry deck along the marriage line and moisture along the right side facing wall. The dripping was happening because of an ice dam that had accumulated on the roof and awning, as seen in the pics provided earlier. In the picture showing the addition roof gutter, there is at least a few inches of ice present on the entire roof above the gutter. An awning is manufactured to allow water to drain by gravity however when an ice dam is present, water can actually move uphill, left and right. Unfortunately nothing can be done to stop that from happening.  Since our visit in February the combination of a hailstorm and a shingle roof replacement has significantly damaged the entire top of the awning. All the top panels are bent and dented along with an actual roofing nail that has punctured completely through the awning top and is actively leaking during rain, a security camera screwed through the awning top pans is dripping as well, and the marriage line is now actively dripping.  The above listed leaks did not exist in February prior to the awning being damaged as can be seen in the pics provided earlier.  Regarding the right side wall now allowing water to drip in the summer would also lend to the damages sustained as the previous complaints were during inclement winter months and we were able to visually see the ice dam in action.  Our suggestion to help the customer repair the awning damages would be to remove the awning and re-sheet the top of the awning on site.  We could then reinstall the awning and the above discussed leaks will no longer be present, however during inclement winter weather if ice damming continues to form as it has in the past, unfortunately stopping water from moving in along the marriage line or along the right or left side of the awning is impossible to stop.  We are willing to provide the service for our customer and only charge for direct labor and material expenses. We will not apply any overhead or profit to the repairs as a courtesy and good faith offer.  It is also possible that our customers homeowners insurance will pay for the entire repair to be completed. We can help with that entire process as well.

*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. ↩