Rollup Awnings

I called in May and we never heard back. I called in August and they said a service person would call. I called back 3 days later and after 3 or 4 calls they told me the 'arm' was broken and they would get back to me. Later they called and said the arms (both) needed replacing at $3200 or $2700 cash. I asked if a service person could call me. The owner called and was so hostile I ended up hanging up on him. What the heck - find another awning company. We had trouble during the initial installation and had the entire unit in for service 3 years ago.

They were excellent. They helped me pick out colors and fabric. They got the awning in on time and they did a great job. They even asked permission to take the picture of the finished work. I would highly recommend them and I would use them again.

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Some difficulty was incurred at this time. However it was not enough to deter me from completing the purchase agreement because I was able to thoroughly check out this company and talk extensively to a number of the main people involved in creating this product. I always believed that the people that stand behind their product are as important as the product itself in most cases. The difficulty was cosmetic in nature but significant in appearance even when closed. The response was exceptional above and beyond anything that I would have expected. The same installer returned within three days of my original call and changed out the offending part which by the way could not have been noticed easily until the awning was installed. I've already recommended this company to multiple friends and family for good reason. The awning does preform extremely well in significant wind which was my largest concern along with longevity of this product..The awning looks great and works even better and the company is concerned and responsive to your needs and satisfaction.

They did not do the repair correctly and it caused my roof to leak. Now I'm stuck with two problems and big bills.

We purchased an awning in April of 2007. They installed it within a month, but about a month after installation, the awning began to sag noticeably on one side. It took them a month to come back out and level it. However, the awning continued to sag on the same side and we had to keep calling them to get it re-leveled, year after year - again waiting over a month for service. When we purchased the awning, we were given an especially convincing sales pitch that the product was superior to any other of its kind as it was designed and built by a local Long Islander familiar with the weather conditions of the area. We were also told that it came with a guarantee making it worth the higher price tag. She said that any problems we would have with the awning would be covered. Initially, when we received service for the sagging, we were not charged and assumed it was covered under the warrantee. It did bother us that the awning needed consistent service and we became very concerned about a never ending problem. Our only solace was that it was covered under warrantee, or so we thought?. In July of 2010, we called for service to fix the same sagging problem. This time, the service person noted that the installation was done improperly and that it affected the roofing beams where it was located. This was the apparent cause of the consistent sagging. The service person added an additional bolt to secure the awning and this time we were charged over $300 for the service. Because we were never charged the prior times, we called to inquire why. The customer service person said that they always charge for service calls and we stated that we were never charged before, so she said the owner, Ray Braun, would call us back. Although we did not get the call from the owner, we did receive a bill in the mail a month later. We called back the office and spoke to the same customer service person who said that the owner would call us back. Later that day, the owner called and, instead of listening to my concerns, started ranting on and on, telling me what my problem was and that he's heard it all before. I never had the chance to say anything as he continuously cut me off and spoke over me. When I explained that he's not letting me talk and disrespecting me as a customer, he put me on speaker (instead of hold) and told someone in his office to issue a 30 day payment letter and whether or not payment would be received, he was going to void my warranty and I would no longer be able to obtain service from his company. When he picked up the phone again, I told him that I heard what he said and he hung up on me. I called back, and the customer service representative said that he did it on purpose and she confirmed that my warranty would be voided by him. Realizing that no matter what I did, I was being ?cut off? by this company, I contacted the better business bureau for assistance. A week later, the owner left me a message on my phone saying that I had to pay him or I was going to be sued, never to receive service from his company, warrantee voided and that my $4,000 awing was now a worthless piece of junk. I guess he was right about the last point. We called back a year later and they have no record of our account. Guess they deleted it. I will never use these guys again and advise my friends of unfortunate experience with this 'company.'

In addition to the above comment, when I called to complain, I was told that it is not made to work in the wind. Obviously, there is a huge difference between what the salesman claimed and both their office personnel and reality! Think about this: I live on the water, where it is windy 90% of the time. Not only should the salesman have known that, but we told him. So, we had this very overpriced thing on the roof of our house, that we actually were able to enjoy about five times all summer! Lastly, don't even talk about the "Waterproof" nature that we were told. Needless to say, it is waterproof for the first 20 minutes, then you need an umbrella, which is actually waterproof, but only costs $10. I would not recommend my ex-wife to these bums!

We had a wonderful experience with Rollup Awnings....from the Sales Rep to the installation...The techs did a marvelous job. They took the time to explain how and why...They were very courteous and helpful. I would highly reccomend this company. I called customer service to ask a few questions and got all the answers I was looking for. I sent my 2 neighors to them and they too are very happy with their awning...I LOVE my new awning, thank you Rollup!! I'll be sending more people your way.

From start to finish, this product and the process was professional all the way. You are paying a lot for these awnings but how common is it to pay a lot for something and then be disappointed at some point. That is not the case : the salesmen are very knowledgeable, the selection is amazing, they call when they say they will call, they show up when they say they will, there is a representative with the crew who measure and install and he knows what's going on and communicates with you. We used their electrician and he too was professional. I think this falls into the customer service genre, which if you have had anything done lately, is getting harder and harder to find. So far, Rollup Awnings has been wonderful. The awnings are expensive but if the material quality is anything like the customer service quality, its money well spent..

On July 4th, our glass patio table "exploded". Thinking it was vandalism, we called the police. One policeman said it was due to the extreme heat of the day, After talking to a number of neighbors who said their awning from Rollup was also sagging they advised us to go to another company for repair since the owner of Rollup was extremely nasty to them.. Alley Cat came and said that Rollup did not use treated wood. They repaired the awning u sing treated wood. I sued Rollup in Small Claims Court for the cost of the repair of the awning and a new patio table. At he hearing, Rollup said that treated wood was "carcinogenic" (which is completely untrue.) However, the arbitrator found in favor of Rollup saying that our case was "time barred." since the awning was installed in 2002. Do not use Rollup Awnings under any circumstance!