Complaints for The Covered Patio in Murfreesboro, TN

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
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

2 complaints against The Covered Patio

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4/11/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $11,870.00 Amount Settled: $0.00

Customer Complaint

3/7/2024

Had a sales rep come measure for the patio. Next the contractor came started the job he removed gutters ,but within a hour mentioned he couldn't do job cause the measurements were wrong. He contacted project mgr. I then had to add the cost of slab to my contract of 1100.00 to extend the patio . The concrete company came installed the extended concrete slab. The contractor crew came back an before they left I pointed out the issues that I was not happy about. Like frayed edges or the shoddy workmanship where the shingles on my roof had been lifted an not repaired to my liking. Another crew came an made some of the issues worse again with shoddy workmanship like scratches on the front panel of patio that was spray painted to fix their error or taking a box cutter to fix frays instead he left scratches in the area,I have pics. Then Josh project mgr and another crew member came 3rd time I believe they didn't solve anything an was reminded I had warranty. I explained I don't want to keep calling scheduling appt for more corrections on the patio. I gave up an sent the owner an his staff a email to say I appreciate them coming to my home to fix these issues but they weren't fixed. Please if you can help me meditate this problem. Thanks Arnell Brown Resolution Sought To fix the issues that were mentioned in emails and phone calls an in person meetings.

Company Response

3/27/2024

So yes our salesman made a mistake and made the wrong measurements and we needed to extend her concrete. We did add price to the job, but also gave the customer an additional $2500 of materials for free due to our mistake. We went over with the customer issues that needed to be resolved we then took to action to fix these issues, and walked the job with the customer again once these issues have been completed. We have done everything in our power to satisfy the customer. Our project has been compared to other projects in the neighborhood that the customer will not take us to for us to compare apples to apples. We have gone above and beyond to make everything completed to satisfy the customer and is still not happy. This project was completed in the exact same manor as every other project we have completed with no complaints. Our company goal is always customer satisfaction.

Customer Rebuttal

3/29/2024

I have pics from another customer of The Covered Patio an they have the same frayed screen in porch. So my guess this is the standard of work that The Covered Patio is OK with. Unfortunately I'll never be satisfied with a leaking ,concrete sinking Patio.

2/17/2022

RESPONSE: Agreed to make an adjustment Amount in Dispute: $12,000.00 Amount Settled: $0.00

Customer Complaint

2/4/2022

In May 2021 covered patio installed a 24x35 aluminum patio cover. The week of January 14 it snowed. When the snow and ice begin to melt water begin to run from the ceiling fan. Problem: ceiling fans not working and half the lights in my kitchen is not working. I believe they connected the ceiling fans wrong and didn't connect the ground wire and the water cause the wires to burn out. This Could have started a fire and burned the house down with us in it. Reset my breaker box and still no power. Spoke to Dalton and He said coal Marcus or Colin would get in touch with me. That's been 3 week ago and I still don't have power in 1/2 of my kitchen yet. I have called and called with no answer. Need repair asap. Resolution Sought Honor the agreement we made 7 months ago. Fix the leak, wires and ceiling fans that could be burnt out. Or deduct the cost of me hiring a electrician to run new wires and putting up new ceiling fans and finding someone to repair the leak. That's only fair if they are not going to fix it. Paid 12000 and been enjoying it but right now it is a fire hazard that need to be reported.

Company Response

2/8/2022

I received an email January 10th / 11th about a CSI for this customer stating that he had a leak on his patio cover. On January 11th @ 11:10 am I responded to the email with the customer in it that a CSI was created in our system and we would have someone out as soon as we could to repair the leak. On January 21st Joe and Carlos went out, sealed the entire patio cover and fixed the leak. On Jan 28th the customer called and stated that he had lost power to both ceiling fans outside and a light or two in his house. Cole told the customer on the phone we will get someone out as soon as we can to look at the electrical. Customer called on Friday morning Feb 4th and left a nasty voicemail. Cole called me and we tried calling the customer back with no answer. Cole left him a voicemail. I called Joe and had him go take a look at all the wiring and told him to call the customer to let him know he was on the way. Customer again did not answer. Joe left a text customer did not respond for a few hours and then eventually called Joe back later Friday afternoon. I spoke to Morrey Friday around 4:10pm to call the customer to set up a time and day to go take a look at the issue. Morrey called Saturday but the customer did not answer. Morrey left a voicemail. I tried reaching out to the customer Sunday morning around 11 am and received no answer all day. We are trying to schedule a time and day for Morrey to go out to take a look at the wires and diagnose the issue so we can get it fixed.

Customer Rebuttal

2/17/2022

I wanted you to know that Covered Patio came out and repaired the electrical and the roof. Thanks, Derrick.

Complaints and Resolutions

The Covered Patio complaints