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Complaint Details
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Initial Complaint
08/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
i requested repair service on 7/27/23 fro broken awning structure and spoke to someone, sent photos and texts thru phone to *****, they told me they would send someone in the 2nd week at least but not heard back from anyone. most companies would offer an appointment slot with a window period. this company failed to do that and they said ********* is too far to send people from the Cape Cod. if they are not able to provide service to my zip code, they should have made it clear before they installed and or advertised and agreed to install. this is un professional of them. a metal piece is sticking out and at risk of falling and someone getting hurt. this should be taken care of as soon as possible. it is not under warranty but they agreed to send someone via text and even told me basic fee for coming over here. they are treating customers with total disregard. thanks.Business response
08/20/2023
Hi, Im the owner and just read your complaint. It appears that your shade awning was left out in heavy rain, filled with water and collapsed. Sunsetter awnings are designed for shade protection and are not designed to be used in the rain
We have ordered the necessary parts for *********** but unfortunately, its taking longer this season for Sunsetter to fill our parts orders. As such, we are out of stock for many parts we inventory in our warehouse. As soon as we receive the necessary parts for ***********, well reach out to schedule a service visit. Ive already escalated the order with the factory
As a matter of record, we have over ***** awnings in operation along the south shore and Cape Cod. ********* is not too far for us to service. I think what ***** was saying is, that for efficiency, because we handle a large area for SunSetter, we try to schedule our service calls in one area each day. While we cant always offer same-day service, we strive to make repairs as promptly as possible.
Again, the issue here is parts availability and not distance. On behalf of *********, I apologize the the delay. I will follow-up with Sunsetter factory asap, and reach out to you in the next business day with an update. Hopefully well be able to complete *********** in the very near future.
Best regards
*********************
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Contact Information
Business hours
Today,12:00 AM - 12:00 AM
MMonday | 12:00 AM - 12:00 AM |
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TTuesday | 12:00 AM - 12:00 AM |
WWednesday | 12:00 AM - 12:00 AM |
ThThursday | 12:00 AM - 12:00 AM |
FFriday | 12:00 AM - 12:00 AM |
SaSaturday | 12:00 AM - 12:00 AM |
SuSunday | 12:00 AM - 12:00 AM |
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.