ComplaintsforAmerican Renewal LTD

• Initial Complaint

  06/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a retractable Sunsetter awning from Jim ***** on April 21, 2022. I had to pay half down so he colleced $3,018 from me that afternoon. When asking him when he thought the product would be in, he said around June 6th. I then proceeded to ask him how long it would be until install. He replied that it would be able to be installed right around the time it came in. Install would not be a problem, it may take longer only due to getting the awning from the manufacturer. Pam, the scheduler from the office, left me a voicemail on May 23, 2002 at 6:03 pm stating that she was wondering if Brad could come out between 9 and 9;30 tomorrow the 24th to install awning because it came in. I immediately called back and told her this would not work due to my husband and I both working. I asked if we could be added to the schedule and her reply was no. Reason being that awning are squeezed in when there is time. They only have one crew and now we would have to wait until a sunroom is finished being installed. i expressed my frustration and told Pam that this was not disclosed to us in our contract or by Jim ***** who sold us the product. It was never disclosed that we would not be scheduled a date of install but rather receive a call less than 24 hours notice when we could be squeezed in. She proceeded to tell me that this is the normal way of doing the schedule. If my awning can not be scheduled for an install by June 30th, I am requesting a full refund. This company did not disclose all of the information to their customer. I have contacted this company several times and still hear the same excuse. We only have one crew and we have many customers waiting for their awnings to be installed. Pam refuses to add us to the schedule.

  Customer response

  06/17/2022

  [Message received from duplicate complaint submitted by consumer] 

  Brad **** came out to my home at 9:00 this morning to install my retractable Sunsetter awning. He and his crew finished up in about 2 hours and called me back to see the final product. He went on and on about how to work the remote and such. Lastly, he points out three small holes in the fabric. I was not happy about this. He said he called Jim ***** about it and sent him pictures. Jim was supposedly going to contact Sunsetter and order a new one. I then asked Brad how long it would be because I want it done right. He said it wouldn't take long to get it from Sunsetter but we would have to wait until he had several jobs to do in Sandusky. Due to him having to pay$6.20 per gallon to fill his truck, he can't make a single trip to replace the fabric. I then asked him when it would be, and he responded" at least several months". He'd be sure to get it done by winter. Seriously?????? I then told him I would not be issuing the balance until it was repaired. I told him I tried to contact Jim ***** and he is not returning my call. Brad then proceeded to say that he is the owner and if I have a problem to tell him. He then went back to my patio and I noticed him doing something. I asked if he was taking it down. Which I told him I'd be happy with a refund and he could just take it because I was not going to wait until Winter to get it repaired. He said he was just fixing the cord. I go to let my dogs out, and I notice the cord is no longer there. He took it and left cut pieces of zip ties on the ground to prove his point. I went out to the driveway and he was gone. He did not tell me he was doing this and did not even tell me when he was leaving. Very unprofessional company. I called Sunsetter and they do not have an order under my address for new fabric. The rep stated it would show up as soon as the order was placed. She continued to say that their product goes under vigorous inspection and she doesn't know how this could have happened.

  Customer response

  06/17/2022

  Brad **** came out to my home at 9:00 this morning to install my retractable Sunsetter awning. He and his crew finished up in about 2 hours and called me back to see the final product. He went on and on about how to work the remote and such. Lastly, he points out three small holes in the fabric. I was not happy about this. He said he called Jim ***** about it and sent him pictures. Jim was supposedly going to contact Sunsetter and order a new one. I then asked Brad how long it would be because I want it done right. He said it wouldn't take long to get it from Sunsetter but we would have to wait until he had several jobs to do in Sandusky. Due to him having to pay$6.20 per gallon to fill his truck, he can't make a single trip to replace the  fabric. I then asked him when it would be, and he responded" at least several months". He'd be sure to get it done by winter.  Seriously?????? I then told him I would not be issuing the balance until it was repaired. I told him I tried to contact Jim ***** and he is not returning my call. Brad then proceeded to say that he is the owner and if I have a problem to tell him. He then went back to my patio and I noticed him doing something. I asked if he was taking it down. Which I told him I'd be happy with a refund and he could just take it because I was not going to wait until Winter to get it repaired. He said he was just fixing the cord. I go to let my dogs out, and I notice the cord is no longer there. He took it and left cut pieces of zip ties on the ground to prove his point. I went out to the driveway and he was gone.  He did not tell me he was doing this and did not even tell me when he was leaving.  Very unprofessional company. I  called Sunsetter and they do not have an order under my address for new fabric. The rep stated it would show up as soon as the order was placed. She continued to say that their product goes under vigorous inspection and she doesn't know how this could have happened. It would not have left the factory damaged.  This is the second incident with this company. I really do not want to continue business with them. Consumers need to be made aware so they can look elsewhere. This place knew how far away we lived when they made the sale of the awning. it is not justifiable that Brad **** should expect us to wait months due to the price of gas!!!!! I have tried to call the office several times this afternoon. No one is answering (the usual) so I left several voicemails. 

  Customer response

  06/20/2022

  [BBB transcription via phone call with consumer, documents attached via email received from the consumer]

   

  Consumer stated unless the business is willing to come out here within the week of the Fourth of July to resolve the torn fabric, they would like a refund of the deposit and the business can come take the awning down. 

  Customer response

  06/21/2022

  [BBB transcription via phone call with consumer]

  Willing to send $2,519.00 if an email or correspondence is sent with a confirmed date on when the business will be out to fix the awning, and if the business can agree to an arrangement on how they can receive the cords to at least enjoy the awning.

  Customer response

  06/23/2022

  [Consumer sent BBB an email with correspondence to the business, BBB transcribed]

  
  
  I was able to find the date that the fabric was shipped out to Brad ****. I am able to track with Fed Ex. It is arriving by end of day tomorrow. So really no excuse as to why he can’t schedule it. 

  
  

  Customer response

  07/07/2022

  [BBB transcription via email from consumer]

  
  
  

  I am not seeing my complaint for American Renewal Ltd on the BBB website. Even though Brad **** came out to do the repair, I’d like my complaint to be posted. 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. ↩