Initially a very good experience with Rolltec - two awnings installed at the back of our home. Polite, friendly staff, organized, good service for minor adjustments. In our third season with the awnings one collapsed when a short but intense storm came up. I thought it was my fault because I had left the awning extended in the wind. Rolltec removed the awning but left the header in place claiming they are not contractors and we should get a contractor in to see what might have caused what appeared to be a structural failure. Once repaired they would return and re-install the awning.
Three contractors have looked at the job and all were very uneasy about the nature of the repair as the header was installed over vinyl siding and they weren't sure about how to expose the damage without it becoming a big job. I've received verbal and written quotes ranging from $1500 - $2400 to do the work. ALL of the contractors advised us that the installation was done incorrectly identifying bolts at the top of the header that were consistently out of alignment with the bolts at the bottom of the header and would have had to have missed the stud.
We paid $2000 for each awning and are now being quoted $1500 - $2400 to repair one that was installed incorrectly.
We have contacted Rolltec three times in the past couple of months and in speaking with one of their customer service reps, have attempted to have a more than reasonable discussion about their responsibility in the repair work. We keep being told that Helen will get back to us but Helen is not getting back to us - no one is getting back to us. It's been more than a year now and one of our awnings that was installed correctly gets a great deal of praise when we have guests over but then the conversation shifts and everyone asks, "What happened to the other one?", we point to it sitting on the other side of our deck and then the we begin re-telling our Rolltec story.
Addendum: Since writing this, Rolltec has been to my home to address the problems with our awnings. There were still problems with the header not being secured properly and it did not appear safe to install if the fastening would remain unstable. Rolltec said they would return to install once the concerns were addressed.
I have since undertaken a reno, removed the awnings and all of the siding. What happened was, the insulation that lay behind the siding collapsed under the pressure of the header and could no longer offer stable support. We have installed two 2 x 10 headers to the studs and applied the new siding directly over top. Secure, failsafe.
We're inching closer.
- Approximate cost of services:
- $4,000.00
- Company Response
Hello Wade. I am very sorry to hear about your troubles. After your awning was extended in the storm there are some damages to the house frame rafters. Most like they split. We came out last year after you reported the problem and explained that it is outside of our expertise to reinforce the rafters. You phoned us this year and advised that contractor reinforced everything and re-secured wood board. Our installers came last week and showed you that the bolts are still spinning. You agreed that it does not make sense to put the awning up now and you will contact your contractor to do some further reinforcements. Once it is done please give our office a call and we will put the awning back for you.