ComplaintsforGlawe Manufacturing Co.

• Initial Complaint

  07/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an awning for my ***io in the Spring of 2021 from the Glawe company. I specifically told them I wanted the awning to prevent rain from coming into my ***io. The surveyor, Mr. ******, came three times and I clearly told him about what awning I was looking for and what direction the rain would come into the ***io. He also reassured me that the awning they have would meet my needs. The awning was installed and when I used it a few months later during the rain, I heard a rattling sound and saw that the bottom valance had moved to the left by about 10-12 inches. I called the office and spoke with *******. For months, I had called several times without call backs and whenever I did speak with someone, I was always told that someone will come by and that they were very busy. In November 2021, I developed significant health issues (one time requiring hospitalization) and I couldn't always be available at the last minute for an appointment with someone from Glawe, of which I informed them. I still didn't get calls back. Finally, in the spring of 2022, I got in touch with ******* and they set up an appointment with their technician, ***, and installer, *******. *** said that I was sold the wrong unit as this one was only meant to block sunlight, not rain. He said they would speak to the office about this. Again, I would speak to ******* and she said there was nothing wrong with the unit. I pleaded with her to have someone come by and evaluate. I then asked to speak to the owner. When I called back the day to confirm a time, ******* told me to talk to ******, who was supposed to come and take care of the problem. Talking to ****** was extremely unprofessional and antagonistic. She kept accusing me of lying, said they wouldn't come by to evaluate. She involved the police, who called me and told me to go to family court after hearing my side. Because I've already paid for my awning, I think that someone needs to come and fix it and not try to intimidate me.

  

  Business response

  07/01/2022

  I will schedule a time to see it myself with the crew.  I will get back to the BBB with a response.

   

  Thank you.

   

  *****

  

  Business response

  07/11/2022

  In response to the complaint from Mrs. Husain

  
  

  My name is ***** ********* I am the operator owner at Glawe Awning Company. My employees, ****** and *******, and I went to her home on Wednesday afternoon, July 6. She came out and talked with us. I was focused on understanding the problems and conferring with my employees. She was pleasant and talked about all the concerns she noted in her letter. I apologized for the problems with my staff. I am sorry for her physical issues but I wanted to focus on the problem. The awning was the right awning for this application. We don't sell them very often but it has the capability of dropping straight down to protect the screens (or window) from any precipitation or sun. These are very popular in Europe and in tropical climates to protect windows. My employee, ***, didn't realize they were capable of this feature. Unlike other retractables, this product has two supporting arms attached to the sides at the house. It is designed to go down flat if there is a potential for high winds. Our former salesman, **** ******, was very well versed in retractable awnings and deemed this awning to be the correct one for what he understood her application to be. I totally agree with him, it was the best solution to her problem. It was difficult to totally understand (not language) what she wanted. Her other concern was the valance continuing to come out. ****** put in small screws to secure the valance. We have done that many times when the valance is an issue. She seemed pleased with the results. I told her we would be available if something else came up. My issue at this time is that I have 3 men to complete the entire Dayton Airshow. I usually have had at least ten.I have been out there daily and weekends and I am trying to keep awning customers happy as well. I will do the very best I can to accommodate customers. My other choice is to close a 143 year old business, and I don't want to do that unless forced.

  
  

• Initial Complaint

  06/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  See attached In April of 2013 I purchased an Eclipse E-Lite retractable awning, Eclipse Awning Systems, from Glawe Manufacturing. On or about 03/28/21 a cable broke in one of the support arms and on 03/29/21 I contacted Glawe and was advised I would be contacted within 14 days for someone to contact me for an inspection/repair of the awning. On 04/09/21 I contacted Glawe, since I had not been contacted, and was advised basically there had been no change to someone calling me, and the female blurted out that they couldn't find anyone to work. On 04/14/21 I again contacted Glawe and was advised the same. On 04/19/21 I contact Glawe and was advised someone would be out the next day, no show. On 04/20/21. I contacted Glawe and was advised they were waiting for the scheduler to come in. Either later on this date or the next day I was contacted by the female, whom I believe I had been talking with during all contact, stated that she hadn't forgotten me and that someone would be out the next day to inspect the awning. On 04/21 an employee responded and advised the support arm needed to be replaced. On 05/13/21 I was contacted by “****” who advised the arm needed replaced and if ordered it would be a couple of weeks. I requested the part be ordered. On 05/24 I contacted Glawe and was advised the replacement arm had not been received as of this date. When I told the female, I was going to lose most of the summer without the awning, she said not true, irately. I asked about calling the manufacturer, she said she would make a call. No response from Glawe. As of this date 06/21 I have not heard from Glawe and my awning is still not repaired.

  

  Business response

  07/19/2021

  Business Response /* (1000, 11, 2021/07/19) */ The customer is correct about it being awhile since we have been involved with his awning. 2021 has been one of the most difficult years in our 143 year history. We have had major supply chain issues with our vendors and have been unable to find employees to install our awnings. Our vendors are just now catching up with orders placed in April and I only have one employee able to install the new arm he is requesting. We have not collected any money from him or been able to provide an accurate time of service. We have checked on the arm and expect to have it this week. We would call him at that time to schedule installation. This is the first time I have heard from the BBB, I think you may have my old aol email. As mentioned this has been a difficult year in the awning business. We apologize for the delay but like many things, events have been challenging for us this year. We are doing the best we can to provide good service and most (obviously not all) of our customers have been willing to work with us. Thank you for your inquiry Consumer Response /* (3000, 20, 2021/08/05) */ On 7/20/21 I was contacted by Glawe and an appoiment was set for repairs.they arrived 3 hours late on 7/27 with a new awning arm and figured out it was to short for my awning, and said they would reorder the part and be in contact with me. Later on 7/27 I was contacted by Glawe and advised they would replace both arms, which I recommended, and they would Fedex the shipment. I was told they would be out on 8/3 to make repairs. No one showed! On this same date I contacted Glawe and was advised they would not be out. But would have an installer out to see if the other awning would bolt up to the existing location. I was not home, but I wows told they had came out. We had family in, while I was not present and thetadvised no one was around housed. And one sowed after my return home. Note: previously I was advised that a replacement arm for my awning was not manufactured any longer but Glawe had a similar awning that might work. On 8/5 I contacted Glawe and was advised the installer was going over measurements and they would be out on 8/10. Business Response /* (4000, 24, 2021/08/19) */ Our Salesman (****) didn't realize that it was an awning that no longer is manufactured and that Eclipse no longer makes parts for the awning. He ordered something that he thought might work, it did not. He called the manufacturer and reordered two arms that we though might work if they were both new. We called Mr. xxxx and said we would try those and only charge him for one of them. Those arms didn't work correctly either. We have a retractable awning here that is slightly used and we were going to try to make that work for him when we have time. It is a newer model and a very nice awning. We were attempting to make something work and satisfy him, which is what we always try to do. We told him that he could always change the cover if that awning worked out. We do NOT, and have never made installer appointments. Things such as weather and issues on a previous job will not allow us to do this. We have been trying to work him on this while still installing new awnings that were ordered in May. There is a labor shortage, especially skilled labor and I have one person who is capable of doing this. We have r new retractables in our building that we are trying to get installed. I know labor is not the customer's problem, but we are not able to fix a problem and work out a suitable solution at this time. I'm sorry that we cannot resolve this, we always want to work things out with our customers, but this clearly is no to his expectations already. Rather than continue trying, we are going to do what we should have originally done and say parts are no longer available for that model and it cannot be fixed. We have not collected money from this customer or we WOULD REFUND IT. Thank your Better Business Bureau for attempting to work out a solution to this matter. Consumer Response /* (4200, 26, 2021/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) On 08/09 I contacted Glawe and was advised they decided not to repair our awning. I asked that the owner contact me because I felt there was some mis-communication and I wanted to clarify a few issues. I received no response. One issue, was when the installer came out with the arm that was to short for our awning. He advised me that when a new arm was installed it would probably cause undo stress on the old arm and it would break also. I asked him to order and replace both arms at a cost of $1000 ($500 each). I was then contacted by Glawe and was advised they would order both arms and ship, via Fedex, and I would only be charged for one arm. Needless to say, I was elated! On 08/03 I contacted Glawe and was advised the arms for my awning were no longer manufactured but they had a slightly used awning that might work. Again, I was elated, but had concerns about additional holes in my roof and cost. My second issue is that on multiple occasions I was told that Glawe personnel would come to my residence on specific dates concerning my awning. I believe those specific dates were set appointments even though sometimes they showed and sometimes they didn't. Lastly, we decided to purchase our awning from Glawe through recommendation, and their reputation for standing behind the products they sell. I am an 80% disabled decorated veteran and my wife an I truly enjoyed sitting on our deck shaded by the now defunct awning.

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