Tripod Aluminum, Inc., is failing to service product+labor under warranty for eight-months-old screened enclosure, in place since September 2, 2014.
I signed a contract to purchase a screened pool enclosure from Tripod Aluminum, Inc., on April 4, 2014, paying $1134 in deposit. Intermediate payment was $4,500 on July 10, 2014. Final payment was made by me on the day the job was inspected, on September 2, 2014, in the amount of $4350. Tripod's contract, No. *****, states: "Seller warrants all products of its manufacture to be free from defects in workmanship and material at the time and point of delivery, and Seller will, at its option, replace, repair or render a credit to Buyer for any item furnished by Seller and proved to be defective or nonconforming to Buyer's specifications within a period of twelve (12) months from its installation." Two pieces of the white frame are oxidizing/corroding, one horizontal piece laid on the paver deck, and one vertical piece, part of the doorway and attached at the paver level to the horizontal piece. In addition, a contractor pointed out to me that one screen attached to the same doorway was crimped at installation. The crimp caused the screen to form a hole. As there is no problem with drainage, two third-party contractors have rendered the opinion that the aluminum pieces which have oxidized were not completely coated at manufacture, causing them to rust.
I contacted Marlene J****, Tripod employee, by telephone on May 1, 2015, to report the warranty issue and to request an inspection. Marlene told me that Tripod's office manager, Penny G******, would return my call on May 1 or May 4. When Ms. G****** failed to return my call by May 7, I contacted her and Ms. J**** by email. Office Manager, Ms. G****** scheduled an appointment with me to have a Tripod tech meet me at my home to inspect, and possibly repair, the oxidizing pieces of the frame and the damaged section of screen on May 14 between 3:00 p.m. and 3:30 p.m. Tripod no-showed that appointment without advising me of any change of plans. When the Tripod tech failed to show on May 14, I phoned Tripod to find out the status of my appointment. Ms. J**** informed me that Tripod had had made two appointments in the Vero Beach area for May 14. The other appointment had cancelled, so Tripod elected to cancel my appointment as well. I contacted Ms. G****** by email the evening of May 14, requesting a scheduled appointment that would be kept. Ms. G****** offered me another appointment date and time, May 19, again between 3:00 p.m. and 3:30 p.m. On the morning of May 19, the date of the appointment, I phoned Ms. G****** to reconfirm the appointment. She confirmed that "Matthew" would keep the scheduled appointment. For the second time in less than one week, I left my place of employment early in order to keep the appointment to which I had committed. When no Tripod employee arrived by 3:30 p.m. on May 19, I phoned Ms. G****** to find out the status of this second no-show. She told me that the tech, Matthew, had been delayed by 20 minutes, but would still keep the appointment. When no Tripod employee arrived by 5:13 p.m. on May 19, I emailed Ms. G****** informing her that she had given me no choice but to hire a third-party contractor to replace the defective parts and sue Tripod Aluminum, Inc., by way of Small Claims in order to recoup my warranty losses. I am doing that now.
I discovered that Tripod Aluminum, Inc., is a BBB member, so decided to take the time to contact the Organization to try to provide a warning to other consumers. I have no hope with Tripod Aluminum's warranty as I waited from April 4 to September 2, 2014, five months, for my screened enclosure to be finished while Tripod's owner, Mr. Thad *******, promised a completion date prior to June 1, 2014, at the time I signed the contract. Tripod's behavior during the installation phase was exactly the same as what I've experienced since May 1 of 2015. Delay, delay, delay, maybe he'll go away.
Thank you for your time.
Vero Beach, FL 32960
Since there is no hope of Tripod keeping any appointment made to inspect the screened enclosure, let alone repair the warranted parts, I request that the company reimburse me the costs that I will owe to the third-party contractor that I hire to replace the defective parts.
Communication has been sent to the customer requesting contact regarding his concerns and to attempt to satisfy any complaints. A staff change resulted in a delayed response.
(The consumer indicated he/she DID NOT accept the response from the business.)
Michelle L****, Tripod's Office Manager, contacted me the morning of June 25 to say that she was sorry that my request for warranty service, originally made on May 6 and repeated over a period of exactly two weeks and after two no-showed appointments, had fallen through the cracks. She made no explanation, but did request that I send her information detailing the problems with my screened enclosure. I sent the information to Ms. L**** within 90 minutes of her having made the request. Ms. L**** then requested a copy of the "cost/estimate on what exactly was contracted by others as a result of said warranty." Less than 20 minutes later, I sent Ms. L**** a copy of ***************** bid to complete the work on my screen. After having received the copy of the bid, Ms. L**** responded, "Thank you," so I know that she received the information. I heard nothing further from Ms. L**** throughout the day on June 25. To be absolutely fair, since Tripod is claiming that one employee, Ms. Penny G******, thwarted Tripod's practice of immediately resolving all warranty issues with its customer, I allowed Ms. L**** 24 hours for additional contact before filing this response. At no time during the commications on June 25 did Ms. L**** state that she wanted to satisfy my complaint. She simply requested information, then ended the commications.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
As I stated on 7/31/15, Ms. L**** did *NOT* email me on 6/7/15. If Ms. L**** agrees that Tripod should inspect the oxidized parts, the photos of the sagging screen and *********************** work, why did she not respond to that effect either in this forum or in the email that I sent to her on 7/31/15 immediately after I filed my response to her in the BBB forum? The answer is clear. It is because Tripod has no intention of honoring its warranty.
Since I filed the BBB complaint against Tripod on 5/20/15, Ms. L**** sent me three emails on 6/25/15 and one on 7/6/15. In the three emails sent on 6/25, Ms. L**** requested description of my problems with the screen, requested that I provide "cost/estimate on what exactly was contracted by others as a result of said warranty," and thanked me upon receipt of an email in which I did provide her with that estimate. On 7/6/25, incorrectly assuming that I still had not had the repairs effected, Ms. L**** requested an opportunity to inspect the product. I immediately replied that the work had been finished and that if Tripod wished to work with me, the best way would be to compensate me for the cost of repairing the work that was warranted by Tripod but of necessity was finished by another company. I have not received any further communication from Ms. L**** since 7/6/15, even though I emailed her on 7/31/15, subsequent to reading her response in this forum and replying to it, "If you would like to set an appointment to examine the oxidized pieces that were installed by Tripod and those replaced by another company, I am happy to make time available to you." I received no reply to that email.
My ititial request to Tripod dates back more than three (3) months, to May 1, 2015. This case has dragged on all that time with absolutely no effort by Tripod to keep an appointment to inspect the oxidized parts and sagging roof panel or to communicate with me in any meaningful way. As I have stated multiple times, if Tripod wishes to honor its warranty and end this complaint, it has only to contact me to make an appointment to examine its failed product and to compensate me for repairs that Tripod should and could have made at any time between May 1, 2015 and July 3. 2015.
Final Business Response
As indicated previously contact was made to the customer as follows with date and time stamp:
From: ********@tripodaluminum.com mailto:********@tripodaluminum.com
Sent: Tuesday, July 07, 2015 3:20 PM
Subject: RE: Tripod Aluminum
Good Afternoon Mr. ******,
Since the work is now completed by others and you have in your possession the oxidized material, when can I schedule someone to come out and inspect the old and new so the requested compensation can be considered.
Tripod Aluminum, Inc.
Baby Guard of Indian River
6915 Vickie Circle
Melbourne, Florida 32904