ComplaintsforSacramento Patio by Clark Wagaman Designs

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There have been ongoing issues with my patio cover leaking since installation. The service personnel has come to my house multiple times and each time have not been able to resolve the leaking issue. I have snd continue to pay each month for a patio cover that only functions in the summer. The purpose of this patio cover was to enable me to enjoy my retirement years on the patio to do activities, lunches, brunches and crafts due to limited space in my home. The last visit which was recent, I was informed that they were unable to fix the leak due to solar panels that have been there since 2020. This was something new to me as that has never been mentioned before. It appears that this company is reaching for reasons because I believe the problems that existed from the very installation were never taken care of. I have had to call them anytime it rains. I had them come out and use the water hose to try to trouble shoot the leaks S they are as I stated ongoing. Im not sure if they can remove it and to be honest I absolutely love the cover just dislike the leaking and would like it fixed. If it cannot be repaired then I will take the next step and speak with a lawyer to get my money back. I have extensive photos and dialogue with CW Design staff over the last 3-4 years that I would be happy to display. Most of the picture are in messages to the staff.

  

  Business response

  03/06/2023

  The leak is coming from behind her house gutter where the gutter is improperly attached to her home. This has nothing to do with the patio cover as it is roof mounted. She can not get to her house ********** because she put solar panels right up against her patio cover. She needs to get her house gutter repaired to fix the leak and we cannot help even if we wanted too because the solar panels are in the way.

   

  We have gone out to her house 5 times to help her and explain the issue but there is nothing we can do at the moment. Last I spoke with her 2/3/23, she was going to get the solar moved so she could access her house gutter.

   

   

  Thank You,

   

  *************************

  Operations Manager

  Clark Wagaman Designs

  ************

  3500 **************, Suite A

  Sacramento, ** 95826

  www.sacramentopatio.com

• Initial Complaint

  01/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A double Louvered patio cover was attached to my home and installed on 6/8/2021 by CW Designs. Water pools on the west side louvers and does not drain into the existing gutter. CW Designs sent their people out about 8 times to try to resolve this issue. They even lowered the south side of the entire structure by 5 inches, and still many many gallons of water pool in the louvers on the west side. On 1/24/22 CW Designs installer came again and admitted that he did not know how to fix the problem. He took videos of the badly pooling water, manually tried to open the structure slowly so that the water would drain and admitted that the louvers were not draining into the gutter. This information was shared with his manager at CW Designs. I have not heard back since. Please help me resolve this issue. I would like them to get the west side louvers draining properly and also fix the badly leaking downspout. If both of these issues are not fixable then I would like them to remove the structure, return my back wall and tile roof to it's original state and provide me with a full refund of $10,600.00.

  

  Business response

  03/08/2022

  We have communicated to  ******************* that she needs another downspout on that side of the cover (which is how it was sold) and she stated that she did not want one because she believes it will be a tripping hazard. The water will not drain properly without a downspout there. We have no problem coming and sealing the other downspout that she says is leaking at the drop outlet and installing another downspout.
  
   
  
  ******************* is also doing her own water tests (that she has sent video of) while running her garden hose at a high speed through them, and we have tried to let her know that  this is not an accurate way to water test if it will leak because it will not rain like that on the cover.

  Customer response

  03/10/2022

  I am rejecting this response because:  I believe that there is a miscommunication.  The information in your response to the BBB is incorrect.

  1.  ******** your employee, ran the high speed hose water tests and submitted his video to CW designs so that he could see where the issue was stemming from and get help as to how to fix the pooling water on the north west area of the louvers.  I also took the videos during YOUR employee's water test.

  2. As for a second downspout, your employee, ******** agreed after HE did his high pressure water test with the hose, that an additional downspout would not solve the problem because the water was pooling on the north west corner of the louver, away from where the projected downspout whould have been placed (south west).  Yes, there was a discussion about a tripping hazard and it was agreed by ******* that there would be no point in installing the downspout on the south west corner if the water was not going to run down it anyway.

  3. I am fine with you sealing the leaking downspout as well as installing an additional downspout.  But what happens when the water continues to pool on the north west side of the structure and continues to pour on top of my furniture when I slowly open the west side of the louver cover? Please let me know how you plan on fixing that.

  I believe that there is a simple fix to this cover.  Just lower the south side so that the south east corner is the lowest point.  (and seal that downspout), that way the water will drain down the existing downspout.  It means that the middle support will also need to be reduced in height.  If that doesn't work then go ahead and put in an additional downspout on the south west corner.  If that doesnt work then I don't know how else to preven the water from pooling badly on the north west area of the louvers.

   

  
  

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