ComplaintsforOmniMax International, Inc.
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Complaint Details
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Initial Complaint
12/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have two Alumawood Patio Covers, which have a limited lifetime warranty. I contacted Omnimax in September 2023 because I noticed damage at the base of several of the posts that go into the ground. Getting responses from them have been very sporadic. I've probably send ***** emails total, but only a handful have been responded to. Most recently they told me that damage to the posts aren't covered because "the warranty does not cover damage due to normal weathering or corrosion due to atmospheric contamination. The holes you see are caused by water pooling around the base, in the pavers, and/or dog urine."I explained to them that I don't have a dog. It's sunny in *********** throughout the year, so we don't get much rain and the sun dries off any water pretty quickly. I do have sprinklers, but what's wierd is that one of the posts affected, which is several feet away from the grass/sprinklers and gets no water, is damaged, but there are posts right by the grass/water that are just fine. So their explanation that they are getting damaged by sprinkler water doesn't make sense. Why would the post that gets hit by the sprinkler get no damage, but the post that's several feet away does have damage? They stopped responding to me.Initial Complaint
05/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
My ****** tool shed paint on the roof is not holding up to the 25 year warranty. ****** sent out an inspector, he confided in me that my roof did have issues. But omnimax the one responsible basically ignores you so hoping you go away. This really has been going on 2 years trying to get it resolved. My son that is attorney has been emailing them. Now the are just ghosting **! I have a commercial painter scheduled for June $7000. This should be their bill not mine. I would never recommend ****** Building just because they should be handling all of this!!!Initial Complaint
12/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We purchased a lot of the "Universal Strainers" to keep from having clogged drains/downspouts. We installed them as per the directions. Recently our building suffered from water damage due to these Universal Strainers clogging up the downspouts. Our insurance is not covering it, and we are left with potential water damage to our building. This is unacceptable and defeated the purpose of the purchase and installation of these strainers. The scan bar code on the ones we purchased is: ************.Initial Complaint
05/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
In July of 2020 I purchased an equinox louvered pergola from *************** LLC. We paid $9,630 for the pergola and it worked great for the first year. We had minor issues with the pergola and the installer was not able to fix it. I was able to find the problem which was a loose cable from the battery. Then in December 2021 the Pergola stopped working completely. I reached out to the installer but did not receive any communication from him. I contacted Equinox directly and the area manager for South ******* ********************* told me he was going to take care of it. Months went by and many emails and phone calls took place between me and ********************* with a lot of promises and ultimately nobody came to diagnose the problem with the Pergola. This was a very expensive item and the warranty for electric components was not honored. I decided to take it upon myself to diagnose what the problem was and it was the electric motor that failed. I gave all this info to ********************* who said he would send a new motor as soon as possible. Months have gone by and I never received a new motor. It took a lot of effort from my part to find a similar motor and replace the old motor that failed. This Company sells a premium product but does not stand behind it.Initial Complaint
01/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
In November 2020, I hired Arcadia Outdoor to install an electronic Equinox pergola in my backyard. I paid in full $30,000 and the manufacturer warranty was for 30 years. In April 2021, we begin using our pergola and it worked great. In July 2021, the motors (there are two) to the electronic pergolas failed. We had Arcadia Outdoor come out to check it and they confirmed the product failed. We contacted OmniMax International (the manufacturer behind the product) to come out to replace the warranty items (the defective motors). On November 3, 2021, we were told the product shipped. After several follow up emails, we were then told they were never shipped and that we had to pay for these parts. Arcadia Outdoor said that they are under warranty and that they need to be replaced. On December 6, 2021, OmniMax told me they were waiting on parts to assemble the motors and there was no ETA and that they were checking on it daily.On December 28, 2021 (after continuous follow up on my part), OmniMax told me the parts listed were ordered. However, the order was currently on credit hold and would not be released. Once the credit was submitted and approved the order would be released. Today is January 13, 2022. More than two weeks have passed since their last correspondence, and months of frustration. The defective items are under warranty. The two motors are at this company's cost. They have yet to provide me with any confirmation that these items were ordered and are on their way.Business response
02/07/2022
As part of the warranty process the installer, in this case Arcadia Outdoors, was needing to submit a form and payment for the warranty parts then they were to send in the non-working parts for credit. However, Arcadia refused to do so and thus the customers was the party to hurt. When this was brought to my attention I had the items sent out to the customer overnight, today 07 FEB 22. Customer will be in receipt of the items by tomorrow, then the installer will be able to correct the issue.Customer response
02/08/2022
Complaint: 16461197
I am rejecting this response because:The parts were finally received, thank you, however, the installer (Arcadia Outdoor) is owed "thousands of dollars" from this company, (not getting reimbursed for parts and doing free labor for them) that Arcadia Outdoor will not install the parts and now I need to find someone and pay them to install the parts. These motors failed and I should not be responsible for paying someone to install them, I already paid $30,000 for a working pergola. Equinox has been completely frustrating to work with and now that I have the parts, I need them to get someone to my house to install them. This company provides a 30 year warranty and I really hope I never have to go through this with them again.
Sincerely,
***********************
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Customer Complaints Summary
5 total complaints in the last 3 years.
1 complaints closed in the last 12 months.