ComplaintsforPatio Systems, Inc.

• Initial Complaint

  04/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My husband and I originally signed a contract with Patio Systems for a porch enclosure, price $12,271, on January 7, 2021. A deposit of $4,614 was given. After many delays, mostly blamed on Covid supply chain issues, the enclosure was finally installed the first week of April, 2022 and a second check for $6430 was issued. At the time of installation it was discovered that an incorrect screen door was shipped. Also some outside trim was missing. At that time the trim and a replacement screen door was supposedly ordered. We have made multiple attempts via emails and phone calls to resolve our outstanding issues and to date Patio Systems has failed to resolve the outstanding issues and one year after install we are still waiting for them to complete the job.

  

  Business response

  04/03/2023

  It is very unfortunate that you have had this experience.  The first door that came from the manufacturer was incorrect and we immediately ordered a second one.  It should be noted that we did in fact bring the second one out from the manufacturer but it too was made incorrectly.  Since your door is a custom height door, we are completely relying on the manufacturer to get it correct.  We have ordered a third door and are awaiting their fulfillment of that order so we can come and install that as soon as it arrives.  We thank you for your graciousness as we both await the manufacturer.

• Initial Complaint

  05/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a pergola w shades installed almost two years ago and have had ongoing issues with the shades. Most recently,, Patio Systems came to reinstall two shades; one did not fit, due to mis measurement or a factory mistake. I have contacted the company several times for an update and have had no success. This issue has been going on for over a year. If I could obtain a full refund for the structure I would glady do this- but that is not an option. it has I have been fair and reasonable for some time now; however I have no more patience to deal with the situation,

  

  Business response

  06/10/2022

  As the owner of Patio Systems, I do apologize for the inconvenience our customer is experiencing with his side shade.  It seems that there was some crazing (wrinkling) of the fabric caused by heavy cross winds shifting the shade material on the roller tube when retracting.  While this is uncommon, it recommended to retract the shades in high winds or rainstorms.  This crazing is not covered under factory warranty as it is considered normal cosmetic wear and tear and does not affect the performance of the shade.  However, as the local dealer we always seek to do the right thing and have agreed to replace it at no charge to the homeowner.   I have discussed this with our customer service department, and they have been in ongoing and recent contact with him, and we are just waiting for the remake on the material.  I understand the delays we are experiencing in getting product from our supplier have been due to supply chain disruptions still relating to the covid backlog with the huge increase in demand due to homeowners' cocooning and investing more than ever in the solutions we offer. The customer has agreed to a credit for his troubles.  This will be taken care of in short order.

  Customer response

  06/28/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  Please re open this case- it has not been resolved yet. To date, Patio Systems has not been here to replace the shades or re connect the electrical (which controls the system for opening and closing both the awning and two shades). It is nearly July and I am unsure why this is taking so long to resolve.

  
  

  I would also like to update the complaint as follows:

  
  

  The shades were never left down in a storm ( or whenever there was inclement weather). There should be no implication (by Patio Systems) that the damage was a result of this negligence on part of the owner.

  
  

  Thank you

  
  
  
  Regards,

  Complaint ID: 17288200

   

   

   

  

  Business response

  09/13/2022

  My answer to the complaint is:

   

  We do not mean to imply that the homeowner did anything wrong.  To clarify, it was that cross winds can cause the shade fabric to shift and roll up unevenly which caused the wrinkles (crazing) to appear.  Again, this is not covered under warranty because it will happen to some extent over time.  Some installations can show this crazing of the fabric sooner rather than later.  In the interest of good customer relations, in this case, we have agreed to replace the fabric and are still waiting to receive the new material from the manufacturer.  They are very much behind but as soon as we get it we will take care of this.

*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. ↩