Rolltec awning service--do it yourself!
I have a Rolltec extenda awning with a 10 year warrantee (it is now 5 years old). When the arms started colliding as we retracted the awning, we called for service. Happy to come they said, and the serviceman came and put it right in under 2 minutes. I was however shocked by the $226 price tag for "service" since the office never even mentioned that just getting the guys out to your house (if it's past the first year of installation) will cost you $200.
In my view, there are two ways this company can better serve its customers:
(1) Inform customers ahead of time of the $200 charge for service (just for the guys turning up)
(2) Provide over the phone customer support--had I been able to speak to a technician, he would easily have been able to tell me which screw to turn to fix the problem myself.
- Approximate cost of services:
- $200.00
- Company Response
Thank you for writing your review. I am sorry that you feel this way. I would like to point out that we are not doing anything other than on your warrantee paper. With the awning you purchased we do offer 10 years manufacturing warrantee on the frame, which covers defects in parts. Labour associated with service and installation is covered 100% for the first year. We normally extend it up to 2 years after which we start to charge for labour if adjustments needed.
As you mentioned, your awning is 5 years old now. We did not charge you for any parts, strictly for labour. Repair took about 20-30 minutes on site plus travelling time to your house. Please keep in mind that we are sending two technicians with fully equipped truck. When you called and questioned the charges, we reduced it for you as one time courtesy to $150.