Awnings

We read the reviews before enlisting the services of Rolltec and based on the information and the quick response in quoting a price from David at Rolltec, we decided to order these awnings. They are 19’ x 13’ , took 8 weeks for delivery & installation and we paid $12,000. The day after installation, we noticed one corner was out of adjustment by 10”. The installer returned 4 days later to make the adjustment. Within a day, another corner dropped by 4”. We notified them on the weekend and they came out on the following Friday. That Friday evening the right awning dropped 3’ onto our deck railing and luckily no one was hurt. Again, notified Helen on Saturday morning and she had a service man here on Monday. He couldn’t fix the awning and had to go to the office to get a part but explained that he may not be able to return until the end of the week. We explained that this was unacceptable as we have paid a lot of money to use our awnings and again, he told us not to use the right one and he had to take care of new customers before he could return to fix our’s. We emailed Helen on Wednesday asking what the plan was to fix it and a phone call again on Friday when we were told Helen didn’t want to speak to us. YA voicemail was left asking what the plan is and as of this evening there has been no response and our awning is still not fixed. We are very disappointed with both the installation and follow up service. We are the manufacturing and service business and would be out of business if we treated our customers this way.