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Costello Awnings complaints

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1050 Asbury Avenue
Ocean City, NJ 08226 | Get Directions

(609) 927-5902

http://www.costelloawnings.com

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Total Amount in Dispute:
$0.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Costello Awnings closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Costello Awnings

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7/14/2021

RESPONSE: Agreed to make an adjustment Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

7/1/2021

I am having a problem with this company returning my NUMEROUS calls about my Mother's *Dolores Bowe) motorized Awning which is still under warranty. I have called their office, the owner and the sales representative and NO will return my calls. This is a 5,400 awning that is broken and that my Mom can't use. Someone needs to call me. Resolution Sought I want them to call me so we can figure out how this is going to get fixed.

Company Response

7/7/2021

Kindly note, we have called and responded to this customer numerous times and serviced her retractable awning in June. On one (1) occasion, May 26, 2021, I returned the customer's call and waited for her to say "hello", but what she said was "oh, stick it up your a**" and hung up without another word so I'm not sure what this customer is complaining about and our office manager still called her and left messages and my Husband also called her at the only time she answered the telephone and we scheduled and performed her seasonal service. There are always two (2) sides to a story.

Customer Rebuttal

7/9/2021

First of all I would never answer a phone saying stick it up your a**. Secondly they called me twice, my phone didn't ring but when I saw that I had 2 missed calls, I called them back IMMEDIATELY and spoke to a man. The complaint that I am talking about is that my Mom's awning is not working and I had numerous calls to them, too many to count on the office phone, Bryonna's cell phone and the owners cell phone which NO ONE answered me back UNTIL July 7th. Bryonna called and said that someone would be out next week (7/12-7/16) to fix the awning and then said after that we would part ways which was my intention to do so anyway. So I will keep in touch with the you until this has been rectified. And FYI there are 3 SIDES to a story so pick one.

Company Final Response

7/13/2021

In February 2021, this customer had an issue with the electric that was hardwired for their retractable awning by our subcontracted Licensed Electrician and we immediately responded and addressed the customer's situation. We have screenshots on our telephone's of all calls returned to Ms. Lilley that were not answered and are happy to provide those screenshots to BCA. I also have a screenshot from the text message I sent to Brianna following my return telephone call to Ms. Lilley on 05/26/2021 at 1:24 p.m. and I'm sure Ms. Lilley also has a call log on her phone where she answered the telephone and said "oh, stick it up your a**" and hung up. My Husband also called Ms. Lilley on another occasion which was the ONLY time she answered the telephone and spoke directly and we scheduled seasonal service for the following week. Ms. Lilley then called my cell phone twice on 07/01/2021, but did not leave a message. We have scheduled to service Ms. Lilley's this week which is service due to customer negligence not covered under any warranties and will also follow-up with BCA following our service.

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