My contract was written and signed at the beginning of June. I had to wait for my HOA approval. I was told on July 13 that install would be July 24. On the morning of install at the time they were scheduled to arrive I get an email stating that they tried to reach me this morning to reschedule install date because a gas line must be moved before they begin install. They don't have a date yet and they will let me know. This contract has been written since the beginning of June and I have been charged two payments of $13,000 and to email me the day of with no planned date to get me rescheduled is bad business. This part of the service isn't acceptable and people should be aware of what they will be dealing with before spending this kind of money. My total is about $46,000 by time they finish charging me and I would expect things like this not to be a problem, but I looked at other reviews and most of the complaints are with installation and I can understand because I'm dealing with the same issue now and they don't know when I will be rescheduled or when my project will be completed. This is out of the San Antonio office. Of course, the agent who came out was wonderful and they all were till they got my money. Now I have to wait and see when they will get me rescheduled. A company that charges this much for a sunroom should not be having these kinds of problems when the contract was written by your trained staff.
MS
Mark S.
The installers I had were poor
The product is good. The installers are not employees, they are all subcontractors. We did not become aware of this until well after our disastrous installation. Some of their subcontractors are very good and some are bad. We unfortunately had a very bad experience. The 2 member installation team we had left our house after about 3 hours on the second day with the project not completed. We were not home at the time. Patio Enclosures called us and told us the project was complete. When my wife got home, she found 2 of the 4 doors would not close or latch, none of the doors would move smoothly on the tracks. There were metal shavings all over the floor and under the clear sealant/caulk they applied around the perimeter of the floor. Many of the pieces were scratched. The screens were loose and damaged in several places. Two trim pieces had the paint scraped off and were down to bare metal. The trim pieces at the bottom were installed incorrectly and looked terrible. They also just threw their debris in my yard and did not pick it up. I contacted my sales rep and Gavin, the Operations Administrator, to complain. Gavin told me he would be sending out a supervisor named Ricardo. Ricardo arrived and told me the team that did the install was one of their better teams. He went on to say this was partially my fault for not being home. He explained that had I been home, they would have finished and done a better job. WHAT?? He agreed to replace 1 screen door, one handle, and made arrangements to have a new team come out on Saturday to complete the job and fix the issues. Saturday morning a supervisor named Dave (very good) showed up along with the original team. I called Ricardo and reminded him our deal was that a new team was to come out. He said if I wanted the job finished, that would be the team to do it. I refused. He said he would not argue with me. If I wanted it done, I had to let them do it. I refused and told them to get off of my property. Ricardo tried to force me into using the same people that botched the job the first time. Dave did about an hour's worth of work and fixed several issues. Dave, who is an employee of Patio Enclosures, informed me that Ricardo was not able to make any decisions for Patio Enclosures as he was just a subcontractor. I found out later he was actually the owner of RZG, the subcontractor who's team did the poor install that left the job unfinished but claimed it was complete. I called Tim, the local manager, Monday, to complain. He told me one of Ricardo's install team members had been terminated and the other disciplined per his request. Remember, this was one of their best teams according to Ricardo. For the next week a couple more miscommunications. I then escalated to Jordan who oversees North and South Carolina. To my surprise, he had not been informed about much of what had happened and was very disappointed to hear about it. He was very apologetic and assured me he would resolve all issues to my satisfaction. My sunroom was finally completed due solely to Dave of Patio Enclosures personally supervising a second team of installers and instructing them on how to do parts of the install. Without Dave we would still have issues.
Regarding my personal experience with Ricardo, the owner of RZG, their contracted installer, I found him to be rude and very unprofessional, amongst other things. His first team of installers did a very poor job and left the job incomplete, hence the reason one was terminated and the other disciplined. Two of my neighbors had different installers assigned to their projects and their installers did a great job. They did not have a single issue.
Regarding my experience with Patio Enclosures, some good and some bad. Dave is excellent. The product is good. They seem to have some internal miscommunication issues going on and I question their selection and oversight of subcontractors. I cannot understand how they can allow a subcontractor to treat a customer of theirs so poorly and behave so unprofessionally.
SA
Steve A.
They don't stand by their warranty.
Purchased a three season sunroom over a decade ago and have been happy with it. However, both skylights began to leak. I was happy to see that all glass was covered by a lifetime guarantee against leakage "at no cost to you". Well that's not worth the paper it's written on. They wanted almost $1,000 just to come out and evaluate the problem. Their excuse was that labor isn't covered. I guess "at no cost to you" means something different to them. BTW Patio Enclosures was bought out by Great Day Home Improvements. Maybe that's the problem.
