Whenever a patio umbrella is reported as broken by a guest, inspector, or housekeeping staff, the following steps must be taken promptly for replacement.
- A detailed work order must be created, documenting the extent of the damage with accompanying photos. Information such as the nature of the damage, potential cause, and the presence of any spare umbrellas on the property should be included
- The broken umbrella should be replaced with a standard wind-resistant umbrella
- A label with the wo# and address must be attached to the broken umbrella, clearly marking it as damaged, and it should be transported to the warehouse.
- Notify property agents
- Property Agents are responsible for notifying the owner within 48 hours of the report
Why do we bring the broken umbrella(s) to the warehouse?
The reason for bringing the broken umbrellas to the warehouse is to ensure that owners have the opportunity to assess whether their umbrella is covered by warranty. In the past, we encountered situations where umbrellas were disposed of before realizing that owners had warranties, resulting in unexpected costs. By holding the broken umbrellas for two weeks, we allow owners to claim warranty coverage if available, to avoiding unnecessary expenses. If the owner does not care for the umbrella we will throw it away.
What if the owner does not like our standard umbrella?
If an owner does not like the standard umbrella provided as a replacement, they have the option to return it for a full credit within 30 days. However, there are specific conditions for this return process:
- The owner must bring the umbrella to the warehouse themselves; ACME will not arrange for pick-up.
- ACME will not order, receive, or install a new umbrella of the owner's choice.
- The return must be initiated within 30 days of the replacement.