ComplaintsforThe Covered Patio

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Covered Patio installed a concrete patio on 12/2021 for me. On 3/23 I noticed the concrete has developed holes within the concrete. These holes are 2 inches - 4 inches big. I can see dirt through the holes. The concrete itself is less than an inch thick in these areas. The Covered Patio states that this it out of their warranty period. This is not a warranty issue - they improperly poured concrete to meet the minimum thickness of 4 inches.

  Business response

  05/22/2023

  After receiving your complaint, we have thoroughly investigated the matter and have identified a couple of different issues that *** have contributed to the development of holes in the concrete. We have reached out to you previously to discuss these issues and potential solutions.
  

  Based on our assessment, it appears that there *** have been an error in the concrete mixing process. We acknowledge that this is not a warranty issue but rather a concrete issue that did not meet the appropriate standards during installation.
  

  Please know that we are committed to rectifying this situation and ensuring your satisfaction. We would be more than happy to proceed with any of the different solutions that were presented to you in the beginning of May. Our aim is to resolve this problem promptly and to your utmost satisfaction.
  

  We apologize once again for any inconvenience this has caused and appreciate your patience. We value your business and remain dedicated to providing you with a high-quality product and service.

  
  Please do not hesitate to contact us at your earliest convenience so that we can discuss the next steps and finalize a resolution that meets your needs.

  
  Thank you for bringing this matter to our attention, and we look forward to resolving it promptly.

• Initial Complaint

  08/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  At the end of 2020 I purchased two hand crank sun shades from The Covered Patio for my porch. Those shades were delivered and installed. Then I purchased from The Covered Patio, permanent screens for the rest of my porch. That screening was completed in December 2020. On May 17, The Covered Patio was made aware that one of my hand crank sun shades is no longer working. On June 1, I was contacted by the Project Manager who informed me that he was new and did not have a record within the company of my purchase of the hand crank shades. However, he had contacted his installer and he did have a record of my purchase and the installer would contact me to set up an appointment. The installer and I talked by phone and an initial appointment was made; however, he did not show up. There is now a pattern of the installer making appointments mostly by text and not coming for various reasons or not informing me. I have contacted the company several times and they are apologetic and state they will have the installer contact me. I was informed there would be a fee to have the installer check the shade (maybe only needs to be restrung) and I assured them I am okay with paying a fee. I think this is a win-win. When the installer comes to check the shade, he will be paid. If the shade can be fixed, then he can repair. If the shade cannot be repaired, I would have to purchase a new shade from The Covered Patio. My research when I was looking to purchase shades is that The Covered Patio is the only company here that has the hand crank shades. Thank you.

  Business response

  08/08/2022

  Business Response /* (1000, 5, 2022/08/03) */ Good afternoon, we have contacted the subcontractor to reach out to make an appointment with you Mrs. *****. We have stated that he is to keep the appointment and we will go out with him if necessary. I know we have reached out multiple times with no answer from you. Your shades will be evaluated and repaired if at all possible. If the shades can not be repaired we will take the next steps in this process to make the shades operable again. We sincerely apologize for any and all miscommunication, but this issue will be resolved by the end of the month. Consumer Response /* (2000, 7, 2022/08/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) The subcontractor (installer) made the appointment and came today. The shade has been repaired and it is operating properly. 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. ↩