On September the 13th of this year we contacted said business about getting lattice work installed along the west side of our car port. I had already picked out a slate colored vinyl product and all the matching hardware for the job. When Conner's sales rep showed up and I explained what we wanted to do and told him about the product we picked for the job, the salesman informed us that his company did not and would not use any vinyl lattice product on any job. He then explained that his company uses an all aluminum product, which would be much more durable and safe to put on the car port. Our immediate concern was threefold? How much would it cost, would you still be able to see through to the outside, and did we need a permit? Their rep assured us that, yes you could see through to the outside, and no, we didn't need a permit to have it installed as, their company had installed this on many clients homes before! We decided on that product instead of vinyl lattice, at a cost of $3500.00 and awnings for three windows, and the screened in back porch at an additional cost of $3500.00 for a total of $7000.00. We gave their rep a down payment of $3500.00 to start and signed a contract that day, September 13th 2013. We again voiced our concern about permits, and he assured us that if anything needed to be done that they would take care of it! As for our end, we took a copy of the contract to the community office as specified in our resident rules and procedures. We did not here a word from the residential offices or Conner Home Improvements for 3 weeks after that day! We called Conner and were told that they were actually picking up the materials for our project the following day. To make a long story short, on November 18th, we received a letter from the general manager of our community informing us that, and I quote, It has come to my attention that a new siding has been added to the carport, adjacent to your home. This type of enclosure is not permitted and must be removed immediately!
Product_Or_Service: seaview slat carport shade
Order_Number: NOTHING DESCRIBED HE
Account_Number: NOTHING DESCRIBED HE
We faxed a copy of the letter to CONNER HOME IMPROVEMENTS stating that the siding would have to come down, and about three weeks later the owners father came by, had the siding removed and placed in his pickup truck within 55 minutes, all by himself. He never knocked on our door nor even checked to see if we were home! HE JUST DROVE AWAY!! Now they want to put up VINYL LATTICE for us! NO WAY,NOT EVER!! WE WANT OUR $3500.00 back for that part of the job!! THEY HAVE THEIR PRODUCT, NOT A PENNY LESS
In response to the complaint by Ms. ********* & Mr. ******: It is the homeowner's responsibility to get approval from their HOA not the contractor. Also, a permit is not required by the county to install awnings. In the complaint the homeowner stated that she took her paperwork to the community office and didn't hear a word after that. We have messages from the homeowner asking what is the time frame for the install of their custom awnings that had to be special ordered. We assumed since we have a signed contract and it is the homeowners responsibility for the HOA approval that installation was set and ready to go. Once they were installed, a week later we were told to remove the awnings because they did not have approval and they would be fined daily by their HOA. Upon her request, we sent someone out to remove the custom awnings, which are still in our warehouse. It seems that her complaint should not be with Conner Home Improvements because proper procedures were not followed by the homeowners. We are out the cost of materials and labor for install and removal. As I stated in a letter I mailed to Mr.****** and Ms. ********* on 12/23/13 We are willing to refund them the amount of $1500.00 or we can deliver the custom awning which they ordered that remains in our warehouse.
Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
We the complaintants and Conner Home Improvements have resolved the issues with a few changes from their response above, all our greivences have been resolved satisfactory with both sides happy with the outcome! On this day, January 21, 2014. So stated by ******* ****** and ***** *********
Final Business Response
In response to the complaint: Our rep explained exactly what the homeowner was getting installed. We have a signed contract and a final payment. She was completely happy with our company and the product she received until she was told it had to be removed. I have a recorded message stating that she has the rules and regulations of her community, I do not. It is there responsibility as a homeowner to get permission for approval not us. She is the person who submitted the paperwork for approval, she is the one who should have got the response for approval. She is the one who has the copy of the rules and regulations. They should have contacted her and told her it was not approved or she should have contacted her HOA before we installed it and special ordered a product. I will refund her $1500.00 or return the special order product sitting in our warehouse. Like I said before, we are out labor and materials.