Alpha Canvas & Awning Inc

TLDR Awning was measured incorrectly and rain water pours into the covered space. Doesn't return phone calls. Alpha Canvas installed an awning for our backyard patio and must have been measured incorrectly because when it rains the water pours into the covered space (basically, it was made too short / the projection was calculated incorrectly). We contacted the company about the problem within the 1 year warranty period). After several unreturned phone calls and unsatisfactory email exchanges, they offered to charge us more to install a gutter along the front edge of the awning to alleviate the problem (an unacceptable proposal). We were finally able to get a company representative to come over to look at the problem. He was not constructive in this dialogue, but said he would have their engineer look at the problem. Over 1 month later, after we had to follow up several more times, they came back with the same idea of installing the gutter. In addition to the fact that we are living with a product that does not function as intended/expected (the awning that was replaced did not require an unsightly gutter to function appropriately), the customer service experience trying to get this problem rectified has been abysmal.

Our roof leaks every time we have a heavy rain. They stopped out 2 times to inspect the area of the leak and it still leaks. My warranty is now over and I am not getting emails or phone calls returned. My name is Peter Wetzel and this is my business account on Angies List.

My awning began falling apart before the 5 year mark. We were happy with our first Alpha awning that we purchased in 1998, but our latest Alpha awning installed in 2013 has a seam coming apart (4-foot-long and growing) and water now leaks through, even though the fabric is still in very good condition. We contacted the company right away and sent detailed photos. The new manager was unconcerned, actually saying “you should be glad that it lasted that long.” He stated that he would try to repair it if we PREPAID the $418 estimate but also made it clear that they are NOT making any guarantees on how it will FIT or LOOK afterward or whether it will CONTINUE to LEAK. We asked for at least a discount, which was shouted down with a “no!” We asked to speak with the family that owns the company; we were told they are not involved in the day to day operations any longer leaving us with this manager as the only point of contact. During the last conversation we had with him he demanded we decide immediately whether to accept his proposal; when we wanted more time to discuss he then angrily stated he would not be repairing it and abruptly hung up. We were never rude to him; we only asked him to stand behind their work and do something more to make it right. We would really appreciate if someone from the company would reach out to help restore our awning as well as our confidence in this company.

This project went as smooth as anything could possibly go. I hired them to replace an existing awning cover and replace my poles with new 3'' poles. Every step of the process was wonderful and I can't say enough about how much I enjoyed working with this company. Greg was our salesperson and was extremely professional and responsive. He actually did what he said he was going to do which I find to be difficult to find these days. Jen was extremely helpful when we made a color change and her opinion really paid off. Once the canvas was ready to be installed, the crew that came was extremely professional and efficient. They didn't leave a speck of trash and the awning looks great! The entire organization was 1st class and I would HIGHLY RECCOMEND them to anyone. We had a couple other companies come out and look at the canvas and they couldn't hold a candle to Austin. Greg was by far the most responsive, professional, and knowledgeable salesperson. They were priced fairly and just a joy to work with.

salesman was super great and professional. office help little confusing guys installing were super good at there job. very professional, polite, fast, and did a very good job Would use again

I decided to call them on last week to repair after seeing the "tear" had gone from 3 inches to almost 10 inches or so. The awning was too high for me to examine, so I knew something was wrong, but I could not come close enough to see what was the problem as the awning is on the second story. So, this week, I called Alpha Canvas for the first time since installation in 2009. I told the woman answering (Samantha?) that I needed someone to come and look at the awning. She told me that they had a $170 service call. I asked her if they were a franchise or a family owned business. She told me they were locally owned. I told her that I would not pay that amount and that she needed to speak with her supervisor and call me back. She called me back the next day and told me that "given I was a good customer", they would do a service call for $95. I said ok, knowing of course, that if you sell a product, you should AT LEAST have enough interest in the products you sell to what to know WHAT is wrong with your product. So, today, 3 men arrive from Alpha...two seemed to be high school aged brothers and another older man who was clearly not the boss. When I questioned the younger man, he had repeatedly had no answer for what the issue was..he clearly was clueless....then the older man gets on a ladder and discovers that the awning rod had black duck tape on both ends that was serving no function and he pulled the duck tape off. I commented that this must have been packing tape on the rod that their installer NEVER removed when installing the retractable awning. SO, in 1 minute, he pulls off the duck tape. AND, I realizing that I have just paid $95 dollars to have someone pull off duck tape that they should have pulled OFF at installation, I asked the younger guy to grease the awning joints, which he did by spraying WD40 - something I could have done myself. SO, in my opinion, they should have done this FREE of charge as it was their mistake. I paid them ONLY because I had agreed to pay them in advance. I would NOT recommend this company to anyone. Service after the sale is critical and this company does not provide that.

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Provided design assistance. Reasonable price, easy installation. Love it!

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Professional and quick! Big retractable awning moved to a new location. They were fast and friendly and would use them again!

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John was thorough and job was well done, no complaints. Price was just a bit higher than I had anticipated. Results are very nice.

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In January, my wife and I asked Alpha Canvas to send a representative out to determine what to do with our two awnings that were attached to the rear of our house shading parts of the rear deck. The awnings were starting to separate from the back wall. Devin Thompson, Alpha Sales and Estimating, stopped by to evaluate the situation. He said that his company could refurbish and re-anchor the awnings but asked what our ultimate objectives were for this space. After listening to our goals, he suggested that Alpha install a new full-deck awning that would be anchored properly into the rear wall of the house. We agreed to pursue this option. Within a week, Devin designed this awning and sent us a proposal. We accepted his design but told him the installation would have to wait until we refurbished the home's siding. Devin agreed and proceeded to build the awning. Based upon this spring's weather, the siding solution took until early May. As soon as it was completed, Alpha Canvas reps installed the new awning. Simply said, the new awning is stunning. It is very well made, is exactly what was designed and promised, and was installed flawlessly. The installation of the awning has essentially created a new outdoor living room. This project went exactly as hoped for and we are well satisfied with the product, the price, and the installaation. We trust that we will be well satisfied with any future service requirements. My wife and I highly recommend Alpha Canvas to anyone considering adding an awning to their home.

I had called in a couple of companies who were saying I had to replace the whole thing. But he had this great idea of flipping over the whole awning, so he just flipped it over and repaired it. He saved me so much money.

Mr. Riggins came out to the house, measured everything up and made some excellent suggestions on how the awning could fit in the area. We signed the contract and everything was ready for delivery and installation the week he said they would be ready. The installers came out and did an great job putting up the awning. They cleaned up the job site and did a great job. It also cuts down on the heat build up in the living room.

From beginning to end, they were good to work with. It's a great addition to our home and has paid for itself time and time again.

I particularly liked the explanation of why their service was better than their competitors. I was given a name of a previous customer who was totally satisfied. They told me the awnings would be ready between 4-6 weeks and they were ready right after the 4th week. One of the awnings had been incorrectly measured, when they realized that they took it back and fixed it and had it back to us the next day.

Wonderful, professional, prompt, efficient, and would recommend them again and again. Got what I wanted.

EXCELLENT COMPANY. DEBBIE IN THE OFFICE WAS VERY INFORMATIVE. ERIC CAME OUT, GAVE ME AN ESTIMATE, CAME BACK TO TAKE MORE MEASUREMENTS. VERY POLITE, VERY PROFESSIONAL, CAME ON TIME WHEN REQUESTED, INSTALLED THE AWNINGS TWO WEEKS BEFORE I EXPECTED THEM. I AM VERY PLEASED WITH THE COMPANY AND THE SERVICE.

THEY SENT SOMEONE WHO I DON'T THINK IS A FULL-TIME EMPLOYEE. WHEN HE PUT THE ORIGINAL FRAME BACK HE WAS NOT HAPPY. THAT WAS THE ONLY COMPLAINT I HAD. AND THIS IS THE ONLY REASON IT WAS NOT STRAIGHT A'S.

ARRIVED ON TIME, VERY PROFESSIONAL. DID NOT TRY TO SELL ME, BUT INSTEAD PRESENTED WHAT THEY HAD TO OFFER BASED ON MY NEEDS. I WAS ABLE TO WEIGH THE PROS AND CONS AND DID NOT FEEL PRESSURED TO MAKE A DECISION.