ComplaintsforShade By Design

• Initial Complaint

  02/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered a retractable shad and drop down screen March 2022, was told it would be installed in 8 weeks. After many calls ***** kept telling me it was due to Covid and they didnt have parts as they were being shipped from ***** After MANY more calls was finally installed Aug 22, 2022- almost- they still have my drop down screen that they will not deliver and they will not return my phone calls.

  Business response

  02/21/2023

  We spoke with **************** on 2/9/2023.  At that time I explained to him that the missing hardware required for the drop screen option for his retractable would be arriving in March.  Once it arrived we would then call to schedule the installation of the drop screen.  Unfortunately, we were never made aware by our vendor, these few pieces of hardware were not available at all last year.  They are required to make the screen operational. **************** was in agreement with this. If for any reason it does not arrive we will gladly refund **************** the amount for the Drop Screen option on his retractable awning.

   

   

  Customer response

  02/23/2023

  Better Business Bureau:

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

  Regards,

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

• Initial Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We purchased a pergotenda with retractable PT 45 runner system, 2 motorized vertical drop shades with remote control, etc - $21000 in all. It was installed on our deck in 2016. The system worked great for a while but in the last couple of years it started showing signs of wear and tear -the remotes, motors, rails, etc. We asked them repeatedly to come on service call and do the necessary maintenance included in the warranty. In September 21, one of the vertical drop shades motors completely broke down. Service didnt come to evaluate the problem until six months later - in February22. We were promised to have it replaced within 2 weeks free of charge due to warranty. According to them, it was still under warranty so theyll order a new one and replace it. Its been more than six months and we havent heard from them. Its been 14 months since we reported the problem. They are not picking up their phones - service department, sales or maintenance workers. Weve been ghosted by them. We need the situation resolved because we still enjoy our pergotenta with shades. They need to honor the warranty and the contract theyve signed with us!

• Initial Complaint

  03/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  - Date of Transaction : April 2021 - Gave them $1,000 up front I believe.- ***** ( the owner ) was supposed to provide me a fabric awning anchored on the concrete steps exactly where the old awning was anchored. I asked him to install the awning a bit higher only if the concrete slab would still be dry when it rains and snows.- The nature of the dispute is : ***** came to my property unannounced to install the awning. He anchored it on the side walk, not on the concrete step like we discussed, damaging my property by drilling holes where they should not be. Furthermore, the concrete slab always gets wet when it rains and icy when it snows, which make it slippery and dangerous. This awning is useless.- The business has not tried to resolve the issue. I called numerous times and sent emails. Only one call has been answered by ***** ( *****`s sister ) saying that I would have to pay more money to get the awning installed the way we agreed to. No one is trying to resolve the issue.

• Initial Complaint

  03/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  - Date of Transaction : April 2021 - Paid up front $1,500 - A fabric awning anchored to the concrete step exactly where the old awning was anchored. I wanted the awning to be installed a bit higher than the old one only if the concrete slab would still be dry when it rains and snows. I was assured by ***** ( the owner ) is would keep the slab dry.- They came to my property unannounced to install the new awning. They did not anchor it on the concrete step like we agreed on. Instead, they installed it on the side walk drilling holes on it and damaging my property. The concrete slab that the awning is supposed to keep dry always gets wet when it rains and icy when it snows, making it extremely dangerous and slippery.- I called numerous times, no one returned my calls and voicemails, no one is trying to resolve the problem.

• Initial Complaint

  09/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had a porch awning installed late last Fall and this Spring, the remote control needed to be replaced due to having been left in the rain. Call was made for someone to replace this on May 13 and they did not come out until July 30 when they determined that the motor for the awning was out and so remote was not the only issue. They promised to replace the motor under warranty and after repeated calls since that July 30 date there has been no response. They do not return phone calls to give any indication of when this will be replaced.

  Business response

  09/21/2021

  Mr. Saunders is aware that we are waiting on motors and has been informed that he will be taken care of when we have inventory available. We are experiencing supply issues just as everyone else in the country.  He will be taken care of as soon as there is inventory available.

  Customer response

  09/22/2021

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID 15888555, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  Jefffrey Saunders

*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. ↩