ComplaintsforSunesta

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 05-02-23 I purchased from The Dealer in our area two Sunesta Retractable Awnings. The total cost installed. $17,685.00 The dealer here in ********* has been very responsive. Sunesta has not been responsive to The Dealer or myself. The largest shade does not roll up properly. The shade now has rips in the material. The reason because the shade catches on the top plates. This happened because the fabric, not rolling up properly the roll is double the size. This happened because the motor sounds as if it is running slow or the fabric has stretched. The Dealer took a video and sent the video the same day to Sunesta. SUNESTA HAS DONE NOTHING. The dealer said she was going to order new fabric. My concern is what good will this do? The dealer does not fix motors. These two shades were installed in July 2023. These two awnings have been up for less than two months. Now as of this date 09-18-2023. The smaller of the two awnings is now doing the same thing. I am now not able to use either awning, for fear of ripping another hole in fabric when trying to roll up. Sunesta has not contacted us at all. Even though I sent a request for someone to contact me. This issue is CLEARLY a manufacture problem, and not a dealer issue. A resolution for us is we want what we paid for. We want two new shades sent out and the dealer here can install for NO cost to us. I would like Sunesta to put in writing to B.B.B. what they plan on doing? This company does not take phone calls. This is a issue for people who live in other states and not *******. I am sure any one can see our frustration. We have $17,685.00 in a product that does not work properly dangling in the air with holes in the fabric. The dealer here in our area also stated, she needed help from Sunesta she is a new dealer. The dealer has never seen this problem, and has been honest that she doesnt know how to fix the issue. This is why she sent the video to company. NO RESPONSE. The Dealer here is hurt her business by the non-response from Sunesta she has spent a lot of time and money to build a business. She is a single person trying to support her family and build a successful business.

  

  Business response

  10/04/2023

  Hello,

  As the **************** Manager for ********************, I have reached out to the dealer that has installed these awnings in regards to the video that you said was sent to us. I just received the video today. We need the dealer to provide more information regarding the fabric and motor issues you are experiencing so that we can resolve them. We are working with the dealer now on additional information. If there is an issue with the motor, we have our Technical Specialist that can help troubleshoot and if the motor does need to be replaced, we can do so under warranty. As these awnings were ordered this year, any repairs or replacements for fabric and motors would be covered under warranty with the exception of any labor or service fees the dealer may charge as they are an independent business from us. If the dealer is not experienced with fixing these kinds of issues, our Technical Specialist who has been a Sunesta employee for over 25 years can surely help her get your awnings in perfect working condition. Sunesta is committed to resolving these issues and now that we have received the video and made contact with the dealer we are working to resolve.

  Thank you,

  *****************************

  **************** Manager

  Customer response

  10/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20616784

  I am rejecting this response because:  I want a couple items clarified .  1. These blinds have only been up for three months .  This was reported to your company six weeks ago.  The business that sold us the blinds is new to the business.  Someone with knowledge of product and motors will need to come out .  We dont feel there should be any charge to us.  We paid for working awnings.  That we cannot use.  The  video has been taken twice and sent to your company twice . The homeowners took the video .  The salesperson who is also the owner of the company.  Told her territory manager and us that she has never seen this before.  At this point you think your company would have sent out your service person who has twenty five years of experience .  What good does it do for the sales person to come back out, when she has stated she doesnt know how to fix it?? Our believe is this company is just stalling for time.  We also believe our warranty should be extended .  The reason again we cant use the awning.  Our next step is calling *********************** from Channel 2 News . Who does these type of you paid for it stories .  I will be waiting for a experienced service truck to pull up in our driveway.  Let us know the date he will arrive?  

  Regards,

  *****************************

  

  Business response

  10/19/2023

  Hello,

  Since ************************* intial complaint that we responded to, we have made great strides to address her concerns. We have been training and educating the dealer who installed her products to make sure she has the resources and kknowledge she needs to address the problems. I personally called *********************** on Thursday 10/12/23 to speak with her and address her concerns. Sunesta is just the manufacturer and we do not do any sales or service directly so we do not have a service truck that we could send to her address. In lieu of this, I told her we could have our Territory Sales Rep come out and visit with the dealer and accompany the dealer on a visit to her home or we could potentially have the previous owner of the dealer make a visit out with the current owner to address her concerns. While on the phone with ***********************, I explained to her what we were covering under warranty to repair her awnings which was new fabric for the larger awning and sending 2 seam supports (1 for each awning) to eliminate the problems she has experienced. ********************** also requested we remake the fabric for the smaller awning as well, which I agreed to. We have since remade the fabrics for both awnings and are sending them with the 2 seam supports. This will be shipping out to the dealer on our truck that we have leaving our warehouse tomorrow on 10/20/23. Once the delaer receives the shipment, we can coordinate the repairs with the dealer to finally resolve the problems she has experienced. We advised the dealer to call our Technical Specialist if she needs any assistance while she is out installing the new fabrics and seam supports. We appreciate the patience in resolving these issues and hope to have it fully resolved soon. 

  Thank you,

  *****************************

  Customer Service Manager

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Senesta Awning about six years ago. July 14th of this year I was attempting to retract my awning and it only went about one foot and stopped. I called my dealer who installed the awning and they immediately sent someone to my home to try and retract it or take it down so any wind or storms would not destroy it. My dealer is **** ******* *** ***** of ********** **. They said a gear was stripped and would need replaced. They took the awning down and secured the arms to my home so no one would get hurt. They ordered the part I need on July 14th. After not hearing from them after a week and a half I called and they said they do. not have a purchase order on it since it is a warranty issue but they would email Senesta to see when the part might be in. Again I waited, heard nothing and called Senesta myself. The man would not even talk to me. He said I have to go through my dealer. He had no proof that they requested a part. He wouldn’t even check. So I again called my dealer and they were once again going to try to get some information. It has been one month since my order and my awning is sitting in my garage with no date as to when, if ever, it will be repaired. This complaint is against Senesta. They have no customer service to speak of as the man was extremely rude and would not help at all. I paid over $4,000 and now in the hottest time of the year, I cannot use my awning.

  

  Business response

  08/15/2023

  Hello,

  My name is ****** ********, Customer Service Manager at Sunesta. I would like to apologize for the delay on getting the gear replaced so your awning can be operational again. The dealer **** ****** * **** **. has committed to making sure your awning gear gets replaced. However, we had some supply chain issues that we had to manage through to get the gear in so we could ship it to the dealer to come out and complete your repairs. We have now received the gear in and it will be shipped to the dealer today August 15, 2023 and they should receive it by the end of this week so that they can come out and replace it. Please accept our sincerest apologies for the delay and not communicating this information sooner. As soon as I saw this complaint, I immediately jumped to find out what was going on so we can resolve this issue. We want you to be able to fully use and enjoy your product. We hope that this will bring resolution to this complaint and your awning should be repaired and be operational very soon! 

  Please do not hesitate to reach out to **** ****** * **** **. if you need anything else. 

  Thank you,

  Customer response

  08/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

  ****** *****

   

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  see Attached document

  Customer response

  06/02/2023

  I purchased a Sunesta retractable awning for $4,126 in December 2014, including fabric that carries a 10-year warranty. There is a tear in the fabric that should be covered under warranty, but the company that installed the awning is no longer in business. I called Sunesta (************) many many times, put in my zip code when prompted, and was told that a "dealer in my area" would contact me. I also did the same thing on their website (***********************), and based on my zip code the onscreen message indicated I would be contacted by a dealer. I have been trying this for several months, and I have never received a call-back from Sunesta or a Sunesta dealer. In April 2023, desparate to talk with a human being at Sunesta, I called the main number again and put in different zip code (something for ******** **********). This resulted in me getting transferred to a dealer in ******** **********, and when I explained my predicament, she was kind enough to find me an alternate number to call for Sunesta customer service (************). I called that number, and while I was finally able to talk to a human being at Sunesta, that customer service representative told me the only thing he could do was put me in contact with a dealer. He said there was "no dealer in my local area" but gave me the name and contact for a dealer several hours north or me (********** ****** in **** ******, ************). *** at ********** ****** gave me a quote for over $2,000 to replace the fabric on the awning, but said that if I wanted to do it as a warranty claim I would need to talk to Sunesta (thus perpetuating the circle of insanity). *** at ********** ****** gave me the number of a supposed territory manager at Sunesta (******** ******, ************). I have called that number several times over the past week and left messages... but I still have not received a call back. It seems that this company is doing everything they can to avoid honoring their warranty.

  

  Business response

  06/02/2023

  Hello,

  I apologize for the run around you have received in trying to get your screen repaired. While Sunesta does not do any sales or service directly to consumers, we trust that our dealers should provide you with a high level of service that you deserve. The dealer that originally sold you our products that is no longer in business should not matter and we should aim to still have a dealer complete such repairs. We are attempting to make contact with Mr. ***** so that we can resolve his issues and this complaint. An email was sent to Mr. ***** today 6/2/2023 to obtain the necessary information so that we can have his products repaired by the closest dealer to him. Again, please accept our apologies for not having a dealer in your area and we will work to resolve this issue promptly. 

   

  Thank you,

• Initial Complaint

  08/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Customer contacted Sunesta through the Sunesta website, ***********, in March/April 2022 and was subsequently contacted by a local Sunesta affiliate: The Deck Awning Company in ************, MD (TDAC). Customer had an existing Sunesta awning structure in place and ordered new awning fabric to replace the existing awning fabric. AT ISSUE: 1) TDAC took incorrect measurements for the replacement awning fabric. TDAC proceeded to blame the customer for TDAC's mistake and informed the customer they would be charged twice to correct TDAC's error if the customer wanted to place a second order for a correct measurement to match the original awning fabric's dimensions. 2) TDAC improperly installed the replacement awning fabric which currently extends and retracts unevenly with visible bunching and rippling. 3) TDAC removed, did not reinstall or return parts that were original to the customer's awning structure. These items were taken without the owner's consent. STATUS: Customer has contacted TDAC repeatedly, through email and text, to return the customer's property and to address the issues with the awning without resolution (via text) or response (via email) from TDAC. TDAC acknowledged and confirmed in text conversations with the customer that they removed and failed to replace the afore-mentioned property belonging to the customer. TDAC sent a final invoice in June 2022 with issues still unresolved and customer's property not returned. Customer is asking TDAC to resolve these issues, return the customer's property and rescind the invoice until the job is completed.

  

  Business response

  08/30/2022

  Hi ********* 
  
  I wanted to follow up on this complaint. I know that the consumer has a scheduled appointment and/or has been taken care of by now. Is there any additional action we need to be taking? 
  
  Thanks! 
  

  
  

  Customer response

  08/31/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

  ****** ******

   

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a warranty issue, Rip in our awning. We have sent pictures. After numerous attempts to reach **** **** at least 5 finally he does answer. Scheduled an appointment but does not show. Again pictures are resent. Text messages and phone messages with no response. You cannot reach the home office, no phone or email. Expressed my concerns with an automated attendant called *****. She assured me someone would reach out and speak with us back in late June, with no success. We started this inquiry with Mr. **** back at the end of April 2022. It has been noted online that this gentleman does not service ******* for service calls or warranty issues. I have over 12 possibly 15 attempts to communicate with **** to no avail. Finally a gentleman did come out. He stated our awning would be replaced, however no one has ever gotten back to us and again at least five additional attempts to **** **** with no success. I am a very frustrated homeowner with a torn ripped awning that is still under full warranty and was advised not to use. Can someone please send this to their home office, possibly then someone may contact us. Thank you **** * ******

  

  Business response

  07/21/2022

  ********,
  
  Good morning. We’re contacting the home owner today and offering to go make the repair at no charge. Once I hear back from our repair/sales team today I’ll get back to you.
  
  Happy Wednesday.
  
  ***
  

  
  

  

  Business response

  07/26/2022

  Our Sales rep spoke directly with them and they were very happy. Sorry I was out of the office.
  
  ***
  

  
  

• Initial Complaint

  04/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 2 Sunesta shades from a local distributor on 5/21/15. (see attached receipt) Since then the shades have come out of the track numerous times. The servicing dealer out of Tucson, AZ promised to replace the screens for $600 that were under warranty by Sunesta. I have a video of **** ****, the servicing dealer making this commitment on his last visit to repair the screens in June of 2021 that he says were under warranty. I need to forward the videos to someone at BBB as evidence. Please provide instructions. After numerous calls to **** he now tells me that according to Sunesta the screens are not under warranty because this is normal wear and tear. These shades were presented and sold to be able to go up and down and not come out of the track even on windy days. Lake Havasu, AZ does not have hurricane force winds!! There is clearly a defect that is causing the screens to come out of the track on a regular basis. The attached warranty clearly shows that there is a 10 year warranty on the shades. I have reached out to ***** ****** with Sunesta with pictures of the defect and he never got back to me. I need to forward the videos to someone at BBB as evidence. Please provide instructions.

  

  Business response

  04/21/2022

  To whom it my concern;

  We have been in touch with Mr. ****** and have planned to visit him the week of 4/25/22 and do the repairs to his screens. Our Sales Rep has also given him his direct contact information should he need any assistance in the future.

  As information the original dealer Mr. ****** bought the screens from is no longer a Dealer. We will be available if he should ever need assistance again.

   

  PS Please remove ***** ****** as the contact for Sunesta as he is no longer with Sunesta. You can add me as the contact for now and should it change we'll contact you with that information.

   

  Regards,

   

  *** ***** - Operations Manager Sunesta Awnings and Outdoor Comfort

• Initial Complaint

  11/29/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 4/1/2021 we contacted Sunesta representative **** **** regarding a tear in our Sunesta awning that was under 10 years old. **** told us it was under warranty and he demanded a check for $100.00 to contact Sunesta for replacement. He took pictures and told us it would be replaced. My husband has since contacted him 20 times regarding the replacement awning. He reassured us the replacement was coming, and "to be patient"! Today, Nov. 24, 2021 he told us that he knows nothing about IF or WHETHER it is coming. we have been unsuccessful at contacting ANYONE ELSE from Sunesta despite numerous attempts leaving our contact info on telephone sites.

  

  Business response

  01/04/2022

  From: *************** <***************>
  Sent: Tuesday, January 4, 2022 1:59 PM
  To: **** ******* <*********************>
  Subject: Message from BBB.org

   

  Good afternoon *** *******. I am the Customer Service Manager with Sunesta Awnings and I received a letter in my office today concerning ID ********* **** ****. This is the first I have heard of this complaint. Sunesta is a manufacturer of awnings and shade products. However, we do not sell directly to the end-user. Rather, we sell to dealers, and **** **** is a dealer. *** ****** complaint is with **** **** the dealer, not Sunesta the manufacturer. *** **** or a representative of his dealership went to the end-user’s home, measured the dimensions and collected payment, and placed the order with Sunesta for the awning. Sunesta shipped the custom awning to *** ***** It is his responsibility to install it for the end-user. However, we take these complaints seriously and want to assist in rectifying it as quickly as possible. May I get *** ****** contact information so that the territory manager can follow up? Thank you in advance for your assistance.

  Sent from ***** ****** (***********************)

*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. ↩