On May 4th of this year my wife and I met at our home with the salesman for Reno Patio. We 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 deck. When 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 front. We signed a contract with the sales person that day and provided him with a substantial deposit (50% of the total price.) On the contract there was a tiny sketch made by the sales person. According to our discussions with the sales person, a city building permit would not be necessary and Reno Patio would handle all required HOA paperwork and approvals. We 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 materials. We reiterated to that employee that the pergola was to have a rounded front to match the deck. He also told us "no problem." We didn't hear anything from Reno Patio for over a month. When 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 submitted. I 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 order. During one of those calls the owner, Rich, told me to go ahead and cancel but that he was going to keep my deposit. Then, 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 front. The materials they had been provided were for a square cover. The crew diligently attempted to make the cover the way we wanted but had to work within the limitations of the materials provided to them. To date, we do not have a cover completed to our satisfaction. There are major communication issues with this company, beginning with their salesman, the sales person, who seems to be more interested in making a sale than keeping a customer happy. Their customer service is non-existent. Calls and emails go unanswered and unreturned. Nobody documents or seems to remember conversations. They 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 satisfaction. There has been absolutely no communications from the Reno Patio office on the subject and my emails to the sales person have gone unanswered. To anyone contemplating doing business with Reno Patio, I say "buyer beware!"