Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Liberty Awnings and Shades at ******************************************** | ACL#*******, ****** Consistent delays and excuse not correct the work done April 12, 2024 and reported April 15, 2024, DEFECT & ****** WORK 4/15/2024 ************ submission request service 4/15/2024 - 4/26/2024 and 5/1/2024 emails pictures sent and discussion with ***************************** 5/29/2024 emails, texts communications forwarded to ***************************** recently replaced ******************************* Measurements approved not consented with the install uneven both width and drop unable to withstand 8 MPH wind pulling the fabric in/out of the patio opening Side 1 195 1/2 / 196 1/2 uneven cut Fabric and Frame overlap over 1/2 inch both sides top to bottom Side 2 156 1/2/ uneven cut Fabric and Frame underlap 1 1/4 top to bottom Side 2 Frame track left side uneven moving up and down flapping 6 MPH wind Recommendations Machine cut even on all sides top to bottom both patio Side 1 and Side 2 Fabric ends on both Side 1 and Side 2 are finished from the Top to the Bottom without/not jagged look.Attached Fabric cut even with the Top and Bottom of the Frame Increase Side 1 width 196 1/2 to 198 1/2 with only or less opening between Fabric and Frame Increase Side 1 Fabric width 196 1/2 allowing 1 overlap on both side of the patio opening to minimize wind issue over 6 MPH Increase Side 2 width 56 1/2 to 58 with only or less opening between Fabric and Frame Increase Side 2 Fabric width 56 1/2 allowing 1 overlap on both sides of the side 2 patio opening to minimize wind issue over 6 MPH

  

  Business Response

  Date: 06/04/2024

  Response ******************************* BBB Complaint
  
  Homeowner is requesting refund, If Liberty Awnings and Shades removes the units installed and refunds the money, would that satisfy the Better Business Bureau?

  Customer Answer

  Date: 06/04/2024

  I do accept If Liberty Awnings and Shades removes the units installed and refunds the money,

  Re-write the business acceptance to state as below with clear full understanding of expectations.

  If Liberty Awnings and Shades removes the sun screen units and materials installed and also includes restoring the structure areas impacted by the install to its original condition: holes filled, painting, clean up, and fully refunds the money at the time of the removal and restoration, would that satisfy the Better Business Bureau?

  

  Business Response

  Date: 06/05/2024

  Liberty Awnings and Shades will remove the sun screen units and materials installed and also includes restoring the structure areas impacted by the install to its original condition: holes filled, painting, clean up, and fully refunds the money at the time of the removal and restoration.

  Customer Answer

  Date: 06/05/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  Date:06/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6-1-2023 On 5-18-2023 the installers placed my awning on the lower panel of my back wall stating they had to because there wasnt any 2 x 4 for a connection. It was supposed to be installed on the top panel where the antenna wire is coming out of the house. Both the salerep and the measurement guy agreed that the top panel could be used, no problem.Right away a red flag waved, it didnt sound right..why do 2 x 4s stop midway up the back of the house and not go directly up to the roof? I knew if I made a fuse, there is already damage to the panel used so I wasnt sure what I was going to do, especially since I just had shoulder surgery and was recuperating from the massive pain.After steaming for a few weeks, which allowed me to now use my left hand to type, I realized those installers not only just BSd me, but they also made the decision to change the panel without my consent. Had they told me there was a problem, we could have delayed the installation until we spoke to the measurement guy to find out for sure if the lower panel had to be used or not, thus not causing any undue damage to any panels. I am the only one to authorize changes to the original order, not the installers. How dare they make those kinds of decisions!! That panel is NOT where I wanted my awning, even if there is a 6 difference!!On 5-23-23, I sent the salesperson a text of my unhappiness. To date, I havent heard back from Liberty with an explanation, apology, or credit to my credit card. This tells me Liberty thinks its ok for their installers to make decisions on behalf of the customers who are the ones paying $6033 (Inv *****) for this awning, not the installers! Now I am really pissed!!

  

  Business Response

  Date: 06/08/2023

  I'm so sorry for the late response, the owners were out of town. We are reviewing the matter and will be in contact with the customer shortly.  Once we have spoken with the customer and assessed the situation, we will submit a more formal response.

• Initial Complaint

  Date:08/31/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My awning is 8 months old and un useable. I paid extra for a device that would retract the awning in high winds and with all the wind this summer it never retracted,I had to do it. I called for service and the guy that came changed it from a 9 to a 3 and now the awning goes half way open and retracts. My awning after service is not useable. When I try and get service I am sent information as to how to correct it myself. My product is under a 2 year warranty that I am supposed to correct. Now today they are telling me to get on a ladder and change batteries. All I want from this company is a working product, it cost $7000.00 so it was no little purchase. Once the awning retracts it will not work for 30 minutes. The repair man left because of the 30 minutes and tells me what to do if it doesn't work,is this service?I just need a service person to give me the time it takes to have a working product. I have called multiple times and left my number for ******, with no return call. I put in another ticket and got an email with a PD as to how to correct the problem.The problem with this is we are physically unable to be on ladders and would have to hire a handyman to assist me with a product on warranty.

  

  Business Response

  Date: 09/08/2022

  ********************************* met with a representative from our sales team and signed a contract for a retractable awning on August 13^th 2021.  Although we require the customer that signed the contract to be there at the time of installation to confirm what was order is received in the condition that they ordered and to get orientation of how the product works and do the initial set up of the pitch of the awning, the limits on the remote and the sensitivity setting on the motion sensor, ******* was not there and someone else received the product and went through the orientation on December 16^th 2021.  We were then contacted by ****************** on July 22^nd 2022 stating that the awning was not retracting in the wind.  Please see the signed form that we use for orientation at the time of installation that states specifically that The installers have left my awning in the position that is satisfactory and meets my needs.  I understand that I will be charged a standard service rate of $150 if I need an extra trip to make motor or sensor adjustments.  Regardless of this signed acknowledgment, Liberty opted to schedule a courtesy service, free of charge, to adjust the sensor and give ****************** a product orientation, however, again, he was not there at the time of service but the service was performed and signed off on by the same person that was there for the initial installation (please see the signed service order).  The sensor has been tested and is working exactly as it should and is not defective.  Liberty is happy to come out and adjust the sensor again but ****************** will need to pay a $99.00 service fee and we highly recommend he himself be there to direct the service and receive product orientation.

   

   

• Initial Complaint

  Date:08/02/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im not sure I can rewrite it. I placed it under their reviews thinking this is where I file

  

  Business Response

  Date: 08/03/2022

  Liberty Home Products, LLC has been made aware by the customer that they have yet to acquire all required permitting from the city,which they agreed to do contractually, we are waiting for the customer to provide ********************** with that permitting before we can begin the installation.

  Customer Answer

  Date: 08/04/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************/******
  
   
  

• Initial Complaint

  Date:06/12/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted liberty via their "service request" we site 8 days ago to have them come out and repair my power retractable awning they installed 11 months ago; it doesn't work. They request this form of contact rather than have have a customer service department that accepts phone calls to make service appointments; a terrible business model. After a week I called Liberty but still haven't received a call to schedule repair. The product is under warranty. I need them to meet their obligation and schedule an appointment to repair their product.