Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back in the Summer 2023, I entered into a contract with Laurel Awning Company. They built an awning to cover the new cement slap I had put in by a contractor for the awning to sit on. The total cost of the awning was $6,034.00. The day the job was complete I observed my awning leak *** from the very first rainstorm. The water leak was so steady that my wife and I could not be underneath the awning dur*** a rainy day. In the beginn*** the company did make efforts to rectify the problem but my extenuat*** circumstance is dur*** the summer months we hardly had any rain so I would have to wait weeks or even a month to find out if the last repair they made corrected the problem, To prove the problem was never corrected and that this is an ongo*** situation, I have video evidence from 2023, 2024, to this day but the files are too large to upload to this complaint. I have provided screen shot of the video's show*** water leak*** from my awning. I would like to mail you a thumb drive of the video's because they are more compell***. Please read my complaint for more information.

  Customer Answer

  Date: 10/16/2025

  See Attached.

  Business Response

  Date: 10/24/2025

  In reference to Claim #******** from ****** *********,according to our knowledge, the following have taken place:
  On 7/24/23 the Culbreaths ordered the awning by signing necessary paperwork and paying deposit of $3017.00 (1/2 down) of the total. On 8/8/23 New Flat Pan Aluminum Awning was installed. On 8/14/23 Final bill for aluminum awning was paid $3017.00. On 9/18/23 ******** returned to job site due to Mr. ********* stating there was a leak and added longer flashing above the door at no charge.
  From 9/18/23 until 6/25/25 we have no record of hearing from the Culbreaths.  For twenty-one months no leaking issues were reported by them. 
  On 6/25/25 ****** ********* signed and submitted a service call contract, raving about the awning, for leaking issues and prepaid $201.40 ($190.00 plus sales tax).  See attached copy.
  On 7/16/25 ******** re-caulked everything including gap between flashing and bump out of awning. No further charges were applied (extra driving time, extra time on the job and materials used)
  Due to the Culbreaths stating the awning is still leaking during heavy downpours, on 9/10/25   ******** returned, again at no charge, after receiving the video of the water leaking from Mr. ********** They then unclogged the gutter (not normal work of LAC).  They removed a lot of debris from the gutter and the water flowed as it should. LAC Production Manager ****, spoke with Mrs. ********* about what they did,and she called Mr. ********* on her phone. **** also spoke with him and informed him that a second downspout may help the overflow issue.  **** feels they get a lot of water from the roof during heavy downpours onto the awning, and this is why he thinks an additional downspout will help the drainage.  However, in fact, their existing downspout was clogged.   
  This would require another service call and the parts for an estimated amount of $500.00.  This verbal recommendation was not accepted by Mr. **********  Although we recommended this, Mr. ********* didnt agree and approve of the additional work.  Therefore, we did all we could do.
  If they wish not to pay for the additional work, this is an easy do-it yourself project.  However, we stand by the original offer and cost of adding a downspout which should solve the water problem.

  Customer Answer

  Date: 10/24/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Dear, Mrs ****** I want to thank you and the BBB for your assistance in helping me come to a resolution. I will gladly pay the $500 dollars to get my awning to finally stop leaking and Im trying to show that I Will continue to work with the company to exhaust all diplomatic efforts to get the problem resolved.Could you have Laurel Awning *** to contact me so I can give them my credit card information and I will fill out the necessary paperwork so they can add an additional downspout and hopefully this will stop the leaking.
  

  Regards,
  
  ****** *********

• Initial Complaint

  Date:01/10/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have not used this company since 2021 and havent received any emails from them since the time I canceled their services. Last October I received an email with a contract I made the assumption that it was from my current company and I signed it. 2 days later my current company removed my awnings for storage during the winter. Next I received a bill from Laurel stating that I owed them for a service call. I called and was advised that I had signed a contract with them, I advised that I havent used them since 2021 and why was I sent a contract if I wasnt a customer of theirs. They couldnt provide me with any answer that made sense and kept telling me that I signed a contract. They told me that they stopped to remove the awnings and since they were not there I owed them for a service call. I refused to pay and they keep calling me for payment. This company seems to be contacting old clients with emails hoping they sign I am just glad my current company got here before them . I am asking that Laurel to quit calling me about this fictional bill since they were in my area removing other peoples awnings and didnt do any work at my home

  Business Response

  Date: 01/13/2025

  We would like to clarify the details surrounding the situation. On August 29, 2024, we emailed the service contract to you via AdobeSign at 1:29 PM. Our records indicate that you viewed the contract online at 1:42 PM and signed it at 2:26 PM. After you signed the contract, we sent you a confirmation email outlining the terms at 3:22 PM. The terms clearly state that a service call fee would apply for any scheduled visits, which includes circumstances when a service cannot be performed, such as the absence of the awning. 
  
  On October 21, 2024, our team arrived at your location based on the signed contract we received from you for awning take down. Unfortunately, upon arrival, we discovered that the awning was not present, which meant we were unable to complete the service as expected. According to our agreement, we must invoice for the trip, and that invoice was sent to you following the visit.
  
  It is always our intention to provide clear communication, and we feel that we met these standards throughout our communications with you. It is important to note that there was no cancellation of service prior to the signing of the contract which is why you were still an existing customer in our database.

  We will credit the $201.40 on your account, however, once credited, you will be on our **************** list for the future.

  Thank you.

   

  Customer Answer

  Date: 01/14/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *****