This is a selection of comments we have received over the years. Once in a great while problems do come up and are handled quickly. 97.8% of our awnings arrive, install and work for years to come with no problem or comment from the customer. Some spelling errors have been corrected and the last names removed along with the addition of the state. No other changes have been made and the comments are from our support site, email or postal mail.

Hi. I was referred to you by a friend of ours that has recently purchased an awning from you (the Spencers). The awning is very nice and seems to be built well compared to our old Sunsetter awning that we need to replace. We have a rather large deck and were considering something. The house is an A frame off the deck and is 25 feet wide at its base. I wasn't sure how much of a pitch the awnings run. How high do you recommend the awning to be generally and what height would that put the awning that is attached to the house? With 25' of coverage needed and working off an A-frame, what do you recommend?
Also, I was told by my friend they got a wind sensor option added. I didn't see how much they were and am interested in that feature as well.
Thanks,  Jeff NewJersey
A) We would recommend two awnings 12x10. Our Elite awning includes a wind sensor

We purchased an 18x10 Elite awning, Is there a way I can not fully extend the awning all the way out to 10. In case we were to entertain, and a visitor would prefer the sun, would i be able to still have the rigidness of the awning not fully extended, or will it flat. Our screen enclosure is 10 wide by 18 feet long. May Maine
A) You can use the stop button on the remote control and stop the awning at any point from 0 to 10' out. The fabric will be taunt throughout.

Last year I purchased a motorized operated awning 18'x10'. I recently experienced a tear in my awning. It is approximately 8", caused by the kids playing with a branch.  Do you offer a replacement or patch kit that I could apply to the tear? If not, what is the best way to do a repair?
Thank you for your assistance with this matter. We have been very happy with our purchase. Kevin California
A) We offer replacement fabric for your awing on our website. The current price for 18x10 is $210.00. You can also probably locate a patch for canvas fabric locally.

I recently purchased an awning (this past June), and realized it was too small. After discussing it w/you, I subsequently purchased a new one, and returned the smaller unit. To date I have received a credit on my credit card for the returned unit. The awning makes our house look so nice and I just want to thank you for your assistance. The cost to return the original was $210.00 but again that was our mistake
Thank you  Mary Oklahoma

I recently purchased two motorized retractable awnings. The installation was straightforward and they look great. I now see that you have full length hoods available. Are these to protect the overhang in the winter months? Also please state the purchase price. I may be interested.
Al New Jersey
A) The price of two hoods with shipping would be $400.00

We are your existing awning customers. Now we are interested to purchase shower panel BST6014. You advertise that it is of Italian design, but it is unclear who the manufacturer is and more importantly, what the warranty is on this product. Please send me more information about this product. By the way, we purchased an awning from you some time ago. You sent us a different color because the color we wanted was not in stock at that time. We received to replacement fabric and put it on the awning. It was as easy as you said and look beautiful. Please send us the information.
Sincerely, Boris M. CT.

I purchased a retractable awning from you last summer and all was well, but now the motor no longer functions. It hasn't been used for several
months. Is it repairable or must it be replaced? Please advise.
Matt, Florida
As it turns out it was only a loose wire on the control.

I purchased one of your awnings in April 2006 and we love it! We had wind damage from the recent hurricane season. The awning was retracted and held up better than our house. The only damage was one end cap. Can we purchase a replacement?
Thank You Bob B. Florida
A) We will send a set out. The total cost is $65.00 for the set.

We received our awning 7 days after our order and it installed easily and looks great. Thank you very much for all your help. I let my friends know about your
co. so hopefullyYou will be hearing from them. I have ordered many things from the internet and sometimes have to wait days before I get a response.
Thanks again for your professionalism  Carl Indiana

We installed our awning and it is much better than our old Sunsetter awning. I have onr question - our awning has closed by itself a few times.
Could you "trouble shoot" the problem and give us ideas why this is happening and what we should do to stop it?
Carol, Montana
A) After taking with you it was determined that the wind sensor was retracting the awning and ALL IS WELL.

We looked into Sunsetter Awnings but were told we didn't have enough space below the overhang. We are looking for an awning to go over the patio door
and extend over the patio. After looking on your website and a phone call we found that 7"s of space was required by your awning. The Elite Package special (14x10) fit
our needs? It worked perfectly and actually only needed 6.5"s of space. The fabric looks so much better than Sunsetter
Thank you, Judy S. IL

Sales: motorized 18 x 10 awnings I just helped my neighbor install a SunSetter motorized awning. It's ok. I found yours and ordered ours from you on the internet two years ago. We have a two story house but the awning was installed up approx. 10' from the deck. Our awning is so much better than our neighbors, The whole awning is built better ad the fabric is like night and day compared to my neighbors. I just wanted to complement you on your awnings and I will be sure to recommend you to any of our friends.
Thank You Rose and Phil D.  Florida

Technical: Customer Service - Product Just a quick thank you for supplying such a great product. This awning is the absolute best that I've ever seen. Material is 10X better than Sunsetter and the mechanics are much beefier and better put together. Installation was moderately easy (installing the brackets to vinyl siding took the longest) once we figured out how to install on vinyl siding. Instructions were simple and complete and the free studfinder was a great surprise.
Had a slight problem with the wall mount controller and you shipped one (that worked) immediately after my call (with 2 NEW REMOTES!). GREAT CUSTOMER SERVICE!
Thanks again...I will definitely be recommending you to friends that ask about our beautiful awning.
Jeff & Karen P. Florida