ComplaintsforSun Haven Awning Co.

• Initial Complaint

  05/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had awning installed on April 30, 2022. I paid $450 for LED light strip. On May 9, 2022, I noticed the light strip was falling off. By the end of the day it had fully fallen off. I contacted the company on May 9th and was told I would be put on the schedule to repair it. The owner said “Some of the light strips were glued in and it was cold. The glue strip didn’t stick. I was telling customers that it was too cold to install. That was also true for gluing in light strips. Anyway a few of them had to be put back in. I’ll put you on the list”. I wrote again on May 20th to inquire when it would be fixed and was told he had awning to get completed first and possibly next week. I wrote again today but didn’t receive a response. I would like a refund of the amount I paid for the light strip. I don’t want to wait another month to have it repaired.

  Business response

  06/11/2022

  On the initial complaint to us, May 9th, the customer was told it would take a few weeks to reinstall the light in her awning. She was not happy with the reality that we have other customers, she wanted it repaired immediately. We install and repair in the order that the customer has called or ordered our products. The only exception is if an awning is broken or stuck out. This customer's light fell out. There is, and was, no problem with the function of her awning. The awning was assembled and installed when the weather was too cold. She was told this on multiple occasions, yet she insisted that the awning was to be installed anyway. She never asked us for a refund. The BBB's email to us was the first we herd of this request. The customer was left a voice mail by me the same day. She was told in the voice mail that I could stop by that day Wednesday 6-1 or would have to wait until Monday June 6th. She texted and left multiple messages saying I had said that I was coming on Sunday June 5th. She said that she now wanted it repaired and should be put ahead of all other customers because she had a warrantee, and she should take priority. We refunded, by hand the cost for the LED light on June 6th.

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