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Complaint Details
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Initial Complaint
06/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Bought a house with the outdoor deck awning under warranty in November 2023. Needed repairs. Seller put $ in escrow because they couldn't fix it in time for closing. Since we closed its been phone call after phone call, we scheduled time to come out, the tech skips the meeting. Follow up again, no answer. Follow up the main line, 'don't worry we'll take care of it', no response. We finally got someone out in December, needed a part they didn't have. Silence for months. Finally got another person out a few weeks ago. Need to source the part from elsewhere, *****, *****. 'Give us a few days'. Weeks go by. Sellers have been asking to release money from escrow, yet we cannot get the issue - under warranty - fixed. We're getting the run around at every turn. Not sure what else to do. Never wrote a review of a business. Never filed a complaint. This is, hands down, the absolute worst business I've ever dealt with in my adult life.
Business response
07/02/2024
This complaint is not from an UnderCover Outdoors customer.The shade was installed by our company, for the original homeowner, not ***************, the shade was damaged as a result of misuse, and is NOT covered under a manufacturer warranty, nor was the warranty ever transferable.Unfortunately the shade is no longer made, and parts are not readily available.We did agree to take a look at the shade, and we attempted to repair it, strictly as an effort of good will. We have never billed or charged for any of the service, nor did we promise we could fix it. The shade was too badly damaged.When we last were there we took a part to see if we could locate it, so far we have not, but are waiting on an answer from one of our suppliers. We are still willing to attempt to repair, however this complaint is completely unacceptable. We have made a good faith effort to help *************** . He is not, nor has he ever been our customer.Please feel free to reach me directly with any questions.Thank YouInitial Complaint
10/03/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I sent a check for $900 for a new awning cover & never received it. I can't get in touch with the company .I sent a letter requesting a refund and have not heard from them or received a refund. When i call the company it goes to voicemail and the voicemail box is full. I would like a refund. They cashed my check.Business response
06/07/2023
In response to Schnuckel_18158471,
We were not aware of this complaint at the time. Once the complaint was brought to our attention, we installed this *********** away, and gave the customer a substantial discount. ****************** can admit that this order slipped through the cracks internally, but were quick to remedy this situation once aware.Initial Complaint
10/04/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We purchased outdoor awning several years ago. We are now having a problem with awning. They brought out a new remote to control awning but they said they have to order a new motor. That was six weeks ago and I cant get anyone to answer phone or return voicemail. Unless you are calling for a new install of an awning you have a hard time getting anyone to return your calls.Tired of dealing with this company!
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Customer Complaints Summary
4 total complaints in the last 3 years.
1 complaints closed in the last 12 months.