ComplaintsforLangley Awning Co. Ltd.

• Initial Complaint

  14/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In February we placed an order to remove and replace our old awnings. Two were drop down awnings the other a retractable one. The retractable mechanism was to be replaced with a motorized model.Installation took place in April.Immediately we noted many problems with the craftsmanship. We notified the company on April 30th of our numerous concerns and were advised on May 4th by the company that the issues would be repaired or replaced.A summary of our concerns is as follows:-The drop down awnings both have unfinished edges on the fabric.-They have uneven seam lines.- areas of the seam lines not actually attached -The fabric appears to have been cut with a dull knife and is too tight to hang correctly -A plastic cover was applied its uneven across both blinds to cover staples and has a sticky substance that attracts ,dirt and pollen. The staples do not go in to the frame and are dangerous to drop down or pull up. They informed us they had in fact reused the old cover from our previous awnings (well over 20 years old) and had painted it.-The retractable awning suffers from the same poor craftsmanship The salesperson whom originally visited our home came to view our concerns in May and he was in agreement with us about the craftsmanship.He assured us that this was not at all typical of the product that they deliver and that it would be rectified.We received an email from the company on May 27th stating that they had not forgotten about us.On July 1st we tried contacting the company again, at this time we informed them of being made aware, by our neighbour, of the foul and inappropriate language used by there installers. No reply.On July 21st, they phoned to say they would be out sometime that day to remove the product, this was not acceptable as we were hosting a party that evening. We were then informed that they would fit us in at their convenience in between other installs.An email was sent Oct 9th again with no response.

  

  Business response

  26/10/2022

  We are extremely sorry that this customer has had a less than exemplary experience with our company and we will rectify the situation as soon as possible at no additional charge to the customer. We have had difficulty filling employee positions and have a large production and installation backlog as a result. We are doing our best to get to all our customers in a timely fashion. The installer using the unacceptable language and the seamstress that didnt sew to our standards have both been replaced.

  Customer response

  29/10/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  A fair resolve to ** would be that the job finally be completed and the remaining balance to be waived. We have had absolutely no communication from the company since July. The company during this whole time has shown a complete lack in interest in not only completing the project but also in communicating with us at all with any updates,timeline or restitution. With consideration of the initial order being placed in February and it now being the end of October,this has resulted in us involving the BBB due to our complete frustration and lack in confidence in this company providing a service and product that they advertise. We would like to have a timeline as to when this will be rectified.
  
  Sincerely,
  
  *************************

  

  Business response

  09/11/2022

  Again, we are extremely sorry that this customer has had a less than exemplary experience with our company and we will rectify the situation. The customer has had full use of all three fully functioning awnings the entire summer with minor cosmetic deficiencies. We have had huge increases in the costs of supplies, labour,shipping, and rent in the last couple of years that hasnt been passed along to our customers. We feel a $500 discount is reasonable for the customers inconvenience,and we will re-stitch the customers valance, replace the trim on his basket awnings, and remove the off centre staples. If the customer is agreeable with this proposal we can schedule the work with him directly. 

  Customer response

  11/11/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  It has taken us contacting the BBB to finally have any contact from the company since July.What they describe as minor cosmetic deficiencies is an understatement.The salesperson agreed that the product was no where near up to the standards that they should be.The drop down awnings were not used all summer due to their appearance and also to the risk of scratches we have both received from the exposed staples. Again,ordering a product in February,having it installed in April and to still be dealing with these deficiencies in November is unacceptable.We are extremely disappointed with not only the product but with the complete lack of customer service we have received.I would suggest at this point that the company provide us with a full refund and once that is received they may come and collect their material. We will endeavour to find another company that will provide us with an acceptable product and do so with exemplary and efficient service.
  

  

  Business response

  29/11/2022

  We at Langley Awning try our very best to please every customer and would still like to resolve the issues that this customer has with his order. The new motorized retractable awning and two new covers for his existing awning frames are custom made products that cannot be used for another customer. We have provided the products that the customer ordered as per the contract he agreed to and would like to be paid as per the contract agreement. We can re-stitch the valance on his retractable awning and replace the staple trim on his other two frames as per our previous responses. We would be agreeable to binding arbitration if the customer would also agree to it. 

  Customer response

  05/12/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  This has never been about money owed. We have never tried to avoid payment. This is about integrity and customer service. The company has in fact NOT provided the product we had ordered by way of contract but have provided a product that is in desperate need of repair/replacement to bring it to the standards that even their own company representative has stated that it should be. We have had no contact from the company since July, we contacted them again by email in October and received no response thus prompting us to find no other alternative than to finally involve the BBB. As previously mentioned, this is not just simple restitching that is required. The drop-down awnings do not hang properly, material from our previous awnings was used without our knowledge on our new product.There are multiple instances of uneven seams, unfinished edges & unstitched seam lines on each of the awnings. My wife & I have both been cut by the multiple exposed staples making the product in our eyes unsafe to use hence they have not been opened all summer. ********** ***** **** ** *** ******* **** ** ** *** **** ** **** * *** *** ******** *********** ****** *******. This entire process could have and should have been avoided from the very start if the company would have just fixed the many issues as soon as it was brought to their attention in May. We now find ourselves in December with an unfinished product that was ordered in good faith in February. What we are seeking is for the company to acknowledge our concerns & this product to be repaired/replaced to our satisfaction immediately. We feel that a form of discount from the company is warranted considering the length of time & complete lack of customer support displayed. We feel that half of the remaining balance to be paid out once repair/replacement are satisfactorily done would be fair to both parties

  

  Business response

  08/12/2022

  We at Langley Awning try our very best to please every customer and would still like to resolve the issues that this customer has with his order. We have faced struggles with supplies and manpower as have most industries this year. This customer claims its not about money but he wants more than $2,000.00 off? We provided an all new, custom made, motorized retractable awning, and new fabric covers to two existing pull up awnings and he says we reused his old material? The new fabric we installed on the customers existing pull up basket style awnings was stapled onto his old frames exactly as his old fabric was stapled onto his old frames using his old fabric as a pattern, which we still have in our shop. The fabric was trimmed in exactly the same way as his old fabric was trimmed. The awnings are operated with a rope so you dont have to touch any staples or the frame. They hang in place, as did his old covers, and are kept down by gravity alone. The only sewn seam on those awnings is at the bottom of the valance, identical to his old covers that we still have in our shop. The new motorized retractable awning has a sewn seam on the bottom of the valance that has a stitch line that wasnt sewn straight and we will rectify this. What we propose is that we remove the thread and re-stitch that seam in the valance of the new awning. Then remove any staples that have points exposed on his old awning frames, and install all new staple trim. If there are any frayed corners of the fabric we will be sure to use a hot knife to stop any fraying. We also ask that the customer have a certified cheque or bank draft for the contract amount prepared ahead of time to hand over when the work is complete. 

  
  

  Customer response

  12/12/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  
  We understand the struggles the company have mentioned and we do sympathize with all industries, however, we ordered a product in good faith and expected that product to be delivered. It is not about money. It is about the undeniable fact of the lack of any service or support from the company. It has been eight months from our initial complaint with no resolution and feel we should be compensated for the time and energy we have put in to trying to get this resolved.The old material used we refer to is the staple liner that the company themselves informed us they had painted and reused on our new product. The staples are in fact not stapled exactly like our previous product for which had no exposed staples at all. How the mechanism operates is not in question,the workmanship, appearance and hazard of the multiple exposed staples is. The awnings do not hang correctly, they appear to tight thus not hanging correctly leading us not to use them due to them being aesthetically unappealing. The fabric has the appearance of being cut with dull scissors, the edges are raggedy with no finished seam, also leading to a less than aesthetic appearance. The seam on the retractable is in fact not straight, has an uneven edge line of the fabric in places but also has sections where the seam was not even stitched at all.

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

  Seeing as the only person from Langley Awning to see the installed product was the salesperson,who in turn was very much in agreement with us that the product provided was sub-par and unacceptable. I dont think Langley Awning is in any position to make comments about what needs to be fixed. We would ask that the owner of Langley Awning come out, review our concerns and if they can repair them to our satisfaction, to the product we had ordered. We will give him the cash for the remaining balance,minus 500 dollars for time and effort we have had to put in to get the product that we were initially promised. We also expect this to be done within an accelerated, agreed to timeframe considering the amount of time this has already taken.

  

  Business response

  06/01/2023

  As we have said before, we at Langley Awning try our very best to please every customer and would still like to resolve the deficiencies that this customer has with his order. The new motorized retractable awning and two new covers for his existing awning frames are custom made products that cannot be used for another customer. We have provided the products that the customer ordered as per the contract he agreed to and would like to be paid as per the contract agreement.

  What we propose is that we remove the thread and re-stitch the bottom seam in the valance of the new awning. Then remove any staples that have points exposed on his old awning frames, and install all new staple trim. If there are any frayed corners of the fabric we will be sure to use a hot knife to stop any fraying. The customers' old awning covers had raw edges under the staple trim as well. We still have his old covers for verification. Sunbrella fabric is a woven acrylic and as such stretches and contracts with temperature and moisture. The customers old fold up awnings hang in place and therefore are affected by the stretching and contracting of the fabric.  We will require that the customer have a certified cheque or bank draft for the remaining contract amount prepared ahead of time to hand over when the work is complete to alleviate any attempt to renegotiate the contract amount after the listed deficiencies are completed. Hopefully the customer will agree to this proposal and this will be finally resolved. The products will then still have their full warranties, including a 10 year fabric manufacturers warranty against fading.

  Customer response

  13/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

   

  As we have said multiple times, we in the ******* household would like nothing better than to have this issue resolved. We are very happy with the motorized aspect of the awning. Langley Awning did not provide the product we ordered, which is why we find ourselves in this situation.
  We will require the owner of Langley Awning to come out to see and address our concerns in person. Then have the company straighten and re-stitch the bottom seam of the valance of the new awning. Remove and re-staple the awnings on the frames so all staples are no longer exposed. We would also like the seams on the drop-down awnings to be cut and sewn in a straight line, stop all fraying and replace the strips so they are straight and dont  collect pollen like sticky tape. Also, when he comes out, he will see that when these awnings were cut and sewn the tension was too high and they will never hang correctly, as such this would have to fixed. We are highly offended that Langley Awning would even suggest that we would have work done and refuse payment. If the work is done to our satisfaction, as promised originally in the contract we are happy to pay. Minus the 500 dollars that Langley Awning originally offered to compensate us for the time and effort required to get them to fix the obvious deficiencies.

  

  Business response

  10/02/2023

  Here is our response, let me know what you think.
  
  I will try to address each point again in ****************** last message.
  
  Claim: Langley Awning did not provide the product we ordered
  
  Response: We provided a new motorized retractable awning and new covers to two existing drop down basket style awning frames as per the order.
  
  Claim: Then have the company straighten and re-stitch the bottom seam of the valance of the new awning.
  
  Response: Langley Awning still agrees to do this.
  
  Claim: Remove and re-staple the awnings on the frames so all staples are no longer exposed.
  
  Response: Langley Awning agrees to remove exposed staples.
  
  Claim: We would also like the seams on the drop-down awnings to be cut and sewn in a straight line
  
  Response: The only stitching on these awnings is on the bottom hem of the valance and it was sewn straight.
  
  Claim: stop all fraying and replace the strips so they are straight and dont collect pollen like sticky tape.
  
  Response: We will install all new staple trim. If there are any frayed corners of the fabric we will be sure to use a hot knife to stop any fraying.
  
  Claim: when these awnings were cut and sewn the tension was too high and they will never hang correctly
  
  Response: The new covers for the old frames were cut using the old covers as patterns, the only stitching is on the bottom edge of the valance, and gravity provides the tension. If the customer believes these *********************** will never hang correctly we can remove the fabric from these frames and remove that amount from his outstanding balance owing.

  Customer response

  17/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  We will try to address each point again in Langley Awnings last message.

  We had asked the owner or manager of this company to come and look at the product but they seem totally unwilling to do this, had they come to see this back in May 2022 when we first identified our concerns we would not be in the position we currently find ourselves.
  
  Claim: Langley Awning provided a new motorized retractable awning and new covers to two existing drop down basket style awning frames as per the order.

  
  Response: While the new motorized retractable awning and new covers were installed, The quality of the product is what we have the issue with,  it is not to the standard advertised on their website nor as described by the sales person
  
  Claim: Langley Awning still agrees to straighten and re-stitch the bottom seam of the valance of the new awning.
  

  Our Response: We are in agreement with this, however, we would need exact dates for this to be completed.It has been our experience in dealing with this company that transparency and accountability are not their strong suit. Nor is customer service their priority.
  
  Claim: Remove and re-staple the awnings on the frames so all staples are no longer exposed.
  
  Response: Langley Awning agrees to remove exposed staples.
  

  Our Response: there is so much wrong with these awnings, which Langley Awning would know if they had come and looked at the product. Not only do the exposed staples need to be removed,the seams need to be straightened and the fabric/paint that is sticky, needs to be replaced
  
  Claim: We would also like the seams on the drop-down awnings to be cut and sewn in a straight line
  Response: The only stitching on these awnings is on the bottom hem of the valance and it was sewn straight.

  Our Response: the cutting of the fabric is uneven, therefore all of the seams are uneven, as we have said before the fabric looks like it was cut with dull scissors
  
  Claim: stop all fraying and replace the strips so they are straight and dont collect pollen like sticky tape.
  
  Response: We will install all new staple trim. If there are any frayed corners of the fabric we will be sure to use a hot knife to stop any fraying.
  Our Response: There is no if about it when it comes to the fraying fabric but if a hot knife can make it look presentable, we are in agreement.
  
  Claim: when these awnings were cut and sewn the tension was too high and they will never hang correctly
  
  Response: The new covers for the old frames were cut using the old covers as patterns, the only stitching is on the bottom edge of the valance, and gravity provides the tension. If the customer believes these *********************** will never hang correctly we can remove the fabric from these frames and remove that amount from his outstanding balance owing.

  
  Our Response: The tension on the machine used to sew the bottom of the valance was too high, gravity does not pull sideways to straighten this valance. Again Langley Awning would know this if they came to look at their work.
  We agree to have Langley Awning remove this fabric, deduct the $2163 charged for them plus $500.00 for all the time and effort on our part to make them accountable for their product and their terrible customer service. Leaving a balance of $1726.00 which will be paid when the above issues are resolved

   

   

   

   

   

   

   

   

  

  Business response

  17/03/2023

  We at Langley Awning try our very best to please every customer but unfortunately that isnt always possible. We will deduct the price of the two replacement covers $2,163.00 and the price of the retractable awning valance $250.00 (GST included in prices). The customer may keep everything as is, the balance owing would be $1,976.00 to be paid within 10 days. Due to the extreme discount, Langley Awning will not be covering any applicable warranties. We are saddened by this outcome and wish the best to this customer and hope he is able to find what he is looking for.

  Customer response

  26/03/2023

  
  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.
  
  Sincerely,
  
  *************************

*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. ↩