ComplaintsforOasis Patio Enclosures, LLC

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The original date of the project with a 10-year warranty on screens was June 9th, 2020. The amount paid after receiving the invoice in December 2020 was $5190.00. Patio Oasis came out on Sept. 16th, 2021 to make a repair to the roof at which time, **** accidentally broke the frame but remedied it by pushing it back into place. He was to come back and replace the screen with polycarbonate sheeting at the agreed-upon price of $650 for materials and labor. **** did not return my calls to proceed with the project. The frame fell months later, and several areas are no longer attached to the framing.****** provided a quote for another project on May 23rd, 2023 at which time, the initial project repairs were brought to his attention and included in the new project proposal. Despite multiple attempts to communicate with Patio Oasis, the responses were indecisive and assurances of future contact remained unfulfilled. Unfortunately, the company has since blocked our phone number and continues to not address the needed repair although the materials have been purchased and available.

  

  Business response

  02/26/2024

  Good evening Mr. ***** *********************. 

  This is *****, Co-Owner of Oasis Patio Enclosures. Thank you again for taking my call today. I apologize for the inconvenience and delay in getting your project issue addressed. Like I said on the phone, I am the individual that handles **************** ***** Warranty Issues and this was the first time I had heard of your issue. I spoke with **** and he will be going out to your home this Wednesday 2/28/24 to address and fix the frame and add the Poly-Gal to the top of the enclosure.

  It's unfortunate that this communication delay occurred. I did some investigating to see why this happened and how we can prevent this from occurring in the future. There were few situations that caused the problem. First, there was never a signed Agreement for adding the Poly-Gal to the top of your enclosure. This would have triggered an alert in the system and would have moved your project through the *** System until the project was completed. Second, when ****** was out on May 23rd, 2023, he did make a notation on his paperwork about the project repairs. However, he neglected to input your project repairs into the system. Again, this would have notified me of the problem and moved your project through our *** System until your issue was handled. Finally, I spoke with ******, he said he had spoken with ********************* on several occasions. He stated that he had spoken with our office manager and ****, but nobody in that chain of communication ever inputted anything into our *** System. Thus, I was never made aware of your project repairs needed. With that said, your project repairs fell through the proverbial "cracks". The good news is I have addressed the communication failures with **** (co-owner) and the rest of the staff so that we do not have this problem in the future. Just for clarification, we do not block customers' calls or emails.

  Thank you again for your patience and understanding. We look forward to getting your project issues handled and hopefully earning your business on the additional screen enclosure. Have a wonderful evening.

  Professionally, *************************, Co-Owner of Oasis Patio Enclosures

  Customer response

  03/09/2024

  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.
  
  Regards,
  
  ***************************

*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. ↩