ComplaintsforSolara Adjustable Patio Cover, LLC

• Initial Complaint

  07/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Product ceased to operate have contacted the Company several times for recommendations/suggestions for what to look for to correct the issue. NO response, nothing! Contacted the installer for assistance and was told the same thing, they do not get responses from this manufacturer. Another case of buyer be ware, once the product is installed and paid for they drop you like a hot rock!

  Business response

  07/13/2023

  Hello,
  In regards to complaint #******** submitted by Mr. **************************** please be advised that we are currently working with the customer to resolve the issue.
  Nevertheless, please see our response below:
  ****************** sent an email on June 10th 2023 asking for assistance with our product.
  We sent an email on June 12th referring him to our dealer.
  On June 24th, he approached us again,
  We replied on June 26th referring him to our sales manager for troubleshoot the issue.
  On June 26th ****************** replied: Thank you for the *** info, will give it a shot .Hope everything is well with you and yours
  After receiving a notice about ******************** complaint to the BBB, we approached him again, and we are currently in touch with him to resolve to issue by providing him with replacing parts and connecting him with our dealer to help him with a repair.
  Please let us know if you have further questions.
  
  Thank you
  ***** *********************
  

  Customer response

  07/13/2023

  Not 100% accurate; however, they did make contact and did send a local Rep to assess the situation. First, any email I sent was returned undeliverable, of course that dosent mean something didn't make it through.  SOLARA made NO attempt to contact me until after I filled the complaint with BBB.  All contact has been terse, well not exactly great customer service. but thats not your concern. The replacement part arrived today 7/13/23 so its wait and see if the local rep can correct the defect.

  Thank you for your assistance with my ***** little problem. I've never resorted to contacting the BBB until this and after this experience I wish I had. Thanks!

  Business response

  07/17/2023

  We are pleased that the customer has received the replacement parts. As the manufacturer, we have fulfilled our responsibility in accordance with the warranty. Additionally, and beyond our responsibility,  we assisted the customer by connecting them with a contractor who can help with the repair. Based on our understanding, the issue has been resolved by supplying the customer with the replacement parts.
  Furthermore, the customer's claim that ********************** contacted him only after the complaint to the BBB is incorrect. We can provide a copy of the emails sent to the customer shortly after his inquiries. On June 26th (prior to the complaint), for example, the customer sent us a reply email stating: 'Thank you for the *** info, will give it a shot.'
  Unfortunately, we were unable to upload the copy of the emails to the 'submit response' section on the website. Please advise on how we can proceed with sharing the emails.

  Customer response

  07/18/2023

  
  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. Replacement part did arrive, Contractor attempted to fix; however, still not operational.  I hope **** treats his vendors better than I was, this could have been avoided all together.  Thankful the contractor is exceptional and working the issue.
  
  Regards,
  Thank you BBB
  ***************************
  
   
  

• Initial Complaint

  08/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The date on my invoice is May 5, 2022. I ordered several days before that. Cost for Do It Yourself kit was $6489. Shipping was to be $1321.Order number:OR1214WMPB-*******. Some parts arrived in poor condition (beams). Parts did not match specifications on engineering diagrams (post base). Parts were missing (motor template). Hidden defect, the hole for the mechanism shaft in one rafter is in the wrong location.After contacting Solara Patio Covers about the beam and post bases, they stopped responding to me. No phone calls have been returned, there have been no responses to my email.I expended $272 to ****** PowderCoating, to fix the damage to the powercoat finish on *********. I wish reimbursement for $272.I want the faulty ****** replaced at no cost to me.

• Initial Complaint

  01/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a custom patio cover from Solara, there were manufacturer defects that caused serious delays and time to fix including several trips to their office an hour away.The $8979 product had no padding or protection. I was assured it would be wrapped in foam before picking it up, so I didn't bring anything. By the time it arrived home there was missing paint due to not being padded. On 1/5/2022 I drove an hour to return a section of extra material. There were no scratches or dings, only a small section of missing paint from not being padded in the first place. I used the touch up paint they provided to fix the paint issue. They expected me to accept that condition.I am requesting a credit of $309.84 for the returned beam.

*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. ↩