On May 4th of this year my wife and I met at our home with Carl P***, the salesman for Reno PatioWe spoke with him at length regarding our vision of the pergola we wanted to have built over a round, paving stone deck, emphasizing that we wanted it to have a rounded front to accent the deckWhen we questioned him about being able to construct it the way we wanted, he told us that it would be no problem and showed us a photo of a cover done by Reno Patio with a rounded frontWe signed a contract with Carl that day and provided him with a substantial deposit (50% of the total price.) On the contract there was a tiny sketch made by CarlAccording to our discussions with Carl, a city building permit would not be necessary and Reno Patio would handle all required HOA paperwork and approvalsWe would have our cover in place for the summer Two weeks later, on May 18th, another employee of Reno Patio came out to our house to make some measurements, presumably to prepare the HOA paperwork and the shop drawings which were to be used to order materialsWe reiterated to that employee that the pergola was to have a rounded front to match the deckHe also told us "no problem." We didn't hear anything from Reno Patio for over a monthWhen I called the office in late June to check on the status of our order, I was told that they were waiting on a response from the HOA on the plans that had been submittedI later found out that that the HOA did not even receive the paperwork until July 1st and that was after I had made several calls to Reno Patio's office Another month went by with no word and no action by Reno Patio until I made some additional phone calls and threatened to cancel the orderDuring one of those calls the owner, Rich, told me to go ahead and cancel but that he was going to keep my depositThen, all of a sudden, after a call to the state contractor's board, the materials were ordered and the job was scheduled When the installation crew showed up they were surprised to find out that the pergola which we thought we had ordered was supposed to have a round frontThe materials they had been provided were for a square coverThe crew diligently attempted to make the cover the way we wanted but had to work within the limitations of the materials provided to themTo date, we do not have a cover completed to our satisfaction There are major communication issues with this company, beginning with their salesman, Carl P***, who seems to be more interested in making a sale than keeping a customer happyTheir customer service is non-existentCalls and emails go unanswered and unreturnedNobody documents or seems to remember conversationsThey do not provide working drawings of their proposals for customer approval, which would go a long ways to prevent misunderstandings It's now the last week in September and the pergola has not been completed to our satisfactionThere has been absolutely no communications from the Reno Patio office on the subject and my emails to Carl P [redacted] have gone unansweredTo anyone contemplating doing business with Reno Patio, I say "buyer beware!"
On May 4th of this year my wife and I met at our home with Carl P***, the salesman for Reno PatioWe spoke with him at length regarding our vision of the pergola we wanted to have built over a round, paving stone deck, emphasizing that we wanted it to have a rounded front to accent the deckWhen we questioned him about being able to construct it the way we wanted, he told us that it would be no problem and showed us a photo of a cover done by Reno Patio with a rounded frontWe signed a contract with Carl that day and provided him with a substantial deposit (50% of the total price.) On the contract there was a tiny sketch made by CarlAccording to our discussions with Carl, a city building permit would not be necessary and Reno Patio would handle all required HOA paperwork and approvalsWe would have our cover in place for the summer Two weeks later, on May 18th, another employee of Reno Patio came out to our house to make some measurements, presumably to prepare the HOA paperwork and the shop drawings which were to be used to order materialsWe reiterated to that employee that the pergola was to have a rounded front to match the deckHe also told us "no problem." We didn't hear anything from Reno Patio for over a monthWhen I called the office in late June to check on the status of our order, I was told that they were waiting on a response from the HOA on the plans that had been submittedI later found out that that the HOA did not even receive the paperwork until July 1st and that was after I had made several calls to Reno Patio's office Another month went by with no word and no action by Reno Patio until I made some additional phone calls and threatened to cancel the orderDuring one of those calls the owner, Rich, told me to go ahead and cancel but that he was going to keep my depositThen, all of a sudden, after a call to the state contractor's board, the materials were ordered and the job was scheduled When the installation crew showed up they were surprised to find out that the pergola which we thought we had ordered was supposed to have a round frontThe materials they had been provided were for a square coverThe crew diligently attempted to make the cover the way we wanted but had to work within the limitations of the materials provided to themTo date, we do not have a cover completed to our satisfaction There are major communication issues with this company, beginning with their salesman, Carl P***, who seems to be more interested in making a sale than keeping a customer happyTheir customer service is non-existentCalls and emails go unanswered and unreturnedNobody documents or seems to remember conversationsThey do not provide working drawings of their proposals for customer approval, which would go a long ways to prevent misunderstandings It's now the last week in September and the pergola has not been completed to our satisfactionThere has been absolutely no communications from the Reno Patio office on the subject and my emails to Carl P [redacted] have gone unansweredTo anyone contemplating doing business with Reno Patio, I say "buyer beware!"