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:07/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 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

  Date: 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

  Date: 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.