Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Sunsetter awning installed by MooreShade4Less was installed June 20,2023. The arms on the awning are making loud noises when it opens and closes. I contacted this company in early June of 2024 to have the awning serviced. It took two calls just to get a response . ***** ******* called on August 1,2024 stated it would be the following Monday or Tuesday to repair the awning. He never showed or returned any of my additional calls.

  Customer Answer

  Date: 08/30/2024

  I have been contacted by Installation company and have an appointment with installer for Tuesday, September 3rd to fix the problem.

  Business Response

  Date: 09/09/2024

  This was taken care of and the customer's issue was resolved. 

  Customer Answer

  Date: 09/10/2024

   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.

• Initial Complaint

  Date:08/08/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/7/24 I purchased a Sunsetter awning, and company offered a $100 **** gift card if I referred them to someone, which I did, and on 3/15/24 my neighbor, *************************, purchased a Sunsetter awning from the same sales ******** 4/3/24, per call to the sales rep, he said it would take the company about ********************************** 30 days from 3/15/24 is about 4/15/24. Having not received my gift card by 6/14/24 (2 months later), I called the company and a ******* returned my call on 6/17/24. She took down the dates of my payments (2 payments: 3/7/24 for $2185, half the cost, and 4/3/24 the balance of $2,186.) She also took down the date 3/15/24, for my neighbor's first half of her payment $1,657, and I didn't have the date of my neighbor's 2nd of 2 payments, but ******* said she didn't need it. Having not heard back, I called ******* again, multiple times leaving a voice msg, with never having my calls returned. I called and left voice msgs on 6/19/24, 6/21/24, 6/28/24, 7/1/24, and 7/xx/24 (didn't record this last date, but am sure it was the week after 4th of July). As of today, I have not heard a peep from ******* nor have I received the gift card. All I want is the gift card to which I am entitled to. Thank you for your assistance!

  Customer Answer

  Date: 08/12/2024

  On 8/9/24, *********************, the sales rep, called me.  He didn't know I'd filed a complaint with the BBB, but he had found out otherwise that I had not received my gift card and, although he said he was on vacation, he was going to purchase a gift card out of his personal funds and send it to me.  He apologized profusely that I had fallen between the cracks.  I have not received the gift card yet.

  Customer Answer

  Date: 08/14/2024

  Yesterday, 8/13/24, I received from *********************, the sales, rep, the $100 **** gift card i was entitled to.  All issues have been resolved now, and i have no further reason to continue with the complaint I filed.

  Business Response

  Date: 08/15/2024

  This has been taken care of, it was a mis communication with the Sales Rep.

  She has received her Gift Card.

  Customer Answer

  Date: 08/15/2024

   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.

• Initial Complaint

  Date:03/05/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased awning on 5/12/21. It was a problem from the beginning. I was told All Sales Final. I tried to get awning serviced 2023 but was sent in circles by "Mooreshade4Less" and by "Sunsetter Awning". It went back and forth from 4/2023-8/2023. After four months of trying I gave up and the season changed. I tried to open awning yesterday and an arm broke off and swung out and nearly impaled me. I tried for hours to get Sunsetter to cooperate with info etc. No luck. When I tried to contact "MooreShade4Less" same games. Answering services for both companies give run around. Now this awning poses a threat to my residential structure. I have sent emails and called and I have gotten nowhere. I had an Awning Repair pro come today and the awning irreparable and also damaging to remove from home. So now I'm stuck with a useless awning that is going to take away from my home value and also still poses a threat for damage/injury. I do not know what to do. I'm a single woman living alone and I am disabled.

  Business Response

  Date: 03/08/2024

  We have been in contact with the customer and the Manufacturer to come to a resolution.

  Customer Answer

  Date: 03/11/2024

  [BBB Transcription via Phone]

   I am rejecting this response because: I have already pursued the same action last year multiple times. Nobody ever responded, called, or showed up. I want a refund. If I don't receive the refund in a timely I will pursue legal action. The awning almost decapitated me. The one I tried for months for them to come fix. 
  
  

  
  

• Initial Complaint

  Date:11/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Awning was installed, has a shaky arm. For the price this shouldn't be happening. I contacted the sales **** ******************** who said it was a very simple adjustment that he'd have someone come to my home. I gave him dates for the week of September 24, 2023 and never heard back. Since then I've emailed *****, texted ***** and contacted Mooreshades4less and nobody has been able to resolve this issue. Since this issue, the awning now shakes even more and makes a noise when you open and close it. In addition, ***** convinced me that we didn't need Sunbrella material. The material we got is easily stained by leaves falling on it and has many pinholes. I'm utterly disappointed in this purchase and the service of the firm.

  Business Response

  Date: 11/27/2023

  We will be in touch with the customer first thing this morning, and get it resolved.

• Initial Complaint

  Date:11/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Awning installed 6-1-22 salesman *** ****** never told us about weather causing a problem so rain hit it and the knuckle broke took me a long time to reach him he said I had to pay 150.00 for an additional warranty which I found out from another salesman that original warranty should have taken care of that then and now I have a problem tightening up the awning which *** can’t get it taken care of it has been a nightmare

  Business Response

  Date: 11/27/2023

  We will be reaching out to the customer this morning. 

  Business Response

  Date: 11/29/2023

  We have made contact with this customer, and have an appointment scheduled for Saturday.

  Customer Answer

  Date: 12/01/2023

   I am rejecting this response because:
  The company is telling me that I’m having to pay for the labor on the awning part which I had no knowledge of any of this until it was reported by me that I was having problems, the salesman didn’t explain none of this to me or my wife or I would have checked other options, now I get a call from the company telling me that it was in the extended warranty that I should not had to purchase and I didn’t receive the warranty then and have not received anything as of me replying 
  
  

  Business Response

  Date: 12/09/2023

  I don't understand why Mr ******* is filing a new complaint we had agreed to a solution, and he said that he wanted to move forward.
  We have been in touch with him at least five times in the last 2 weeks. 
  I have included the VM and text he has left with the office. 
  We have ordered him a new fabric to ship directly to his house. I offered to give him a refund on his All Weather Warranty and he said ok, then he said neverminded.
  The Awning purchase and AWW purchase was well over a year ago, but I was trying to meet in the middle. 
  
  MooreShade4Less <********************> Dec 1, 2023, 5:31?PM (8 days ago)
  to *************
  
  5 Year All Weather Warranty
  Covers the frame and motor not only for defects, but wind and weather damage as well, for a full 5 years with no pro-rating
  If a replacement fabric is needed for any reason, it is guaranteed to cost less than half its list price
  Best protection of a new awning investment, ultimate in worry-free peace of mind
  Only “No Questions Asked” warranty in the business
  Accessory All Weather Warranty available for additional charge
  *cannot be purchased without purchasing awning warranty
  Does not ship with the awning, available for view through the Owner’s Corner
  Labor and freight charges not covered

  Customer Answer

  Date: 12/19/2023

  The situation is resolved, the company and myself have worked it out thnx much for your services 

• Initial Complaint

  Date:11/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a large awning installed november 2022. In September of 2023, we noticed one arm was a bit lower and needed adjusting. I contacted their installer who originally installed the awning (a contractor, not an employee), my sales person (who referred me back to the installer, and the representative for my area--multiple times including phone and email. No one every got back to me. I tried calling the companies ***** number and was on hold for 20 minutes with no one picking up. I left an email--no response. No one is helping me and no one is even responding. I have literally tried contacting 4 different people including the company 12 times with no call back, no response at all.

  Business Response

  Date: 11/08/2023

  We will be in touch with this customer today.

  And get the issue resolved within the next 48 hrs, if possible. 

• Initial Complaint

  Date:09/23/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have bought our subsetter awning from mooreshade4less in May 2023. They have installed the awning on July 20th, after 3 weeks delay beyond promised delivery date. The awning we’re sent had the motor on the wrong side and thus the cable which came with the awning is not long enough to reach the power outlet. Full payment is collected and we’re promised a longer cable shipped immediately to fix the issue. It’s been over 2 months and we yet to receive the cable. Sales rep keeps saying there’s delay in deliveries. I u derstand the delay in delivery of the awning but 2 months delay in delivery of just a cable is beyond explainable. Urgent short cable causes fire hazard as needs to be used outdoors with an extension cord, and is definitely an eye sore. We want the cable shipped to us immediately.

  Business Response

  Date: 09/25/2023

  We are in the process of getting the customer a new electrical cord. I will make sure it is sent out ASAP.

  Sorry for the inconvenience this has caused.

  Customer Answer

  Date: 09/26/2023

   I am rejecting this response because: this has been the answer they have been giving me, stating that they will send it ASAP and it's been over 2 months, I still yet to receive the cable. I'd like to receive a tracking number and/or a certain date for when cable will be delivered.
  
  
  

  Business Response

  Date: 09/30/2023

  Awning Specialist agreed that the motor could be swapped out so he will be scheduling an appt. to change the motor location, therefore there is no need for the longer cable.

   

  Customer has spoken with the Awning Specialist, and has agreed.

  Customer Answer

  Date: 10/02/2023

   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.

• Initial Complaint

  Date:09/07/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/13 we ordered a motorized Sunsetter awning with a wireless wind sensor, from MOORESHADE4LESS salesman *************************, ************, ********************************.(MOORESHADE4LESS actually contacted us from an inquiry through SUNSETTER corporate website,)We paid 1/2 of the $4130 down, and **** informed us we would get the awning in 2-3 weeks, which we knew would not be the case.We received 1 email on July 13th from MOORESHADE4LESS , thanking us for the order with a PDF of the original contract, and nothing else.Not hearing anything by August 11th we emailed our "awning specialist" ****, and copied MooreShade4Less <*************> asking for an update, received no reply.August 16th I emailed same 2 people asking for an update, on the 19th received a reply from ****** asking if **** had updated us which he had not, but she offered no update either.August 22nd I emailed same 2 people still asking for an update, received copy of a shipping invoice stating "*******, SC8/8/202303:00 AMSHIPMENT HAS BEEN PICKED-UP" and on a separate line on the invoice "It's stuck in ******* at the moment, and ********* is in the process of pushing it along. we are not sure how accurate it is at the moment..."August 31st, once again I emailed asking for an update.. Finally received a call from ****** ************, and she informed me that it was in *******, but they said it was shipped to *******, but she could not get in touch with anyone in ******* to find it,but would call me within 24 hours with an update. That they may have to re-order a new one from the factory. September 7th (5 days later) no callback from ****** or ****. September 7th I called left a voicemail , text message and email to both ****** and ****, no return call or anything as of yet.At this point since it doesn't look like we will be getting an awning, we would just like a refund, but no one will return any correspondence to us.

  Business Response

  Date: 09/12/2023

  I have tried to stay in contact with ************* all along the way. I gave him the tracking information I was given, and made several several calls to the shipping terminals, and each one told me to call a different terminal. Iam doing everything within my power to get him the information needed. I also keep getting the run around from the shipping company. When I called him back on Sept 8th I left him know we had to process a request from the shipping company, as now they stated they had lost the Awning. That is where we are at right now, waiting for the replacement awning to ship.

  Customer Answer

  Date: 09/14/2023

   I am rejecting this response because:
  We are still without an awning nor do we have any information on the whereabouts of a replacement awning as of 9/14.   I always have to take the initiative to ask for an update and so far its the same we dont know anything .

  We have mentioned to the company we would like a full refund since nothing has been received or obviously shipped, and they dont respond to that request.
  

  
  

  Business Response

  Date: 09/18/2023

  Little bit of an exaggeration, on ************** part.

  I have shared on several occasions the status of his Awning, and have been in contact with him through calls and texts. I have reached out to two *** terminals and keep getting the runaround, I have been honest with them since the moment I got involved. We only found out from ***/ABF in the last 3 weeks that the first awning never actually showed up. And I immediately processed a replacement request for a new Awning. This Awning shipped out within 3 days of the request. I cannot give him a firm delivery date, so we have agreed to cancel the order and issue a full refund. Understandably, he is frustrated at this time, but his frustration has nothing to do with MooreShade4Less and everything to do with the freight company. We are not in the business of ripping anyone off, and I'm sorry for all the inconveniences this has caused.

  
  
  
  
  
  
  First Awning
  2594116 208 *****, J 7/17/2023 ******** 8/1/2023
  30 ******** :12ft Sun Wheat *****-WF:-:Valance Straight Cut:-:Wireless Wind Sensor- White:-:Motorized Acrylic All *************** Warranty:-:Accessory All Weather Warranty- 5 Year:
  
  Second Replacement Awning
  R ******* 208 *****, J 9/5/2023 ******** 9/8/2023 $0.00 R ******** :12ft Sun Wheat *****-WF:-:Valance Straight Cut:-:Wireless Wind Sensor- White:-:Motorized Acrylic All *************** Warranty:-:Accessory All Weather Warranty- 5 Year: 
  
  In Transit
  
  SHIPMENT HAS BEEN PICKED-UP.
  
  Scheduled Delivery
  Last Location
  *******, ** **
  
  Send Updates
  Estimated delivery date *** vary.
  Contact TForce ************************ at
  ************* for more information.
  
  Ship To
  MHI ASSOCIATES LLC
  ********** ** **
  MBL
  Ship From
  SUNSETTER
  ******* ** **
  GAF
  Shipment Progress
  Location Date Time Activity Trailer
  *******, ** 8/8/2023 03:00 AM SHIPMENT HAS BEEN PICKED-UP. ***** GRL
  Hide Details -
  Shipment Details
  PO Number
  208MILLJ
  Pieces
  1
  Weight

  Customer Answer

  Date: 09/22/2023

  I finally received a refund check from mooreshades4less. I will update once we know the check has cleared.

• Initial Complaint

  Date:09/01/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a sunsetter platinum PRO XL motorized awning w/wireless wind sensor, 06/08/2023. Never received or installed. Through our own tracking and contacting of freight Co. (******) verified awning lost. MS4L is ignoring calls, no callbacks (after approx 8 messages left for "*******"). We want refund of deposit of $3,543.00 ASAP. MST4L has done nothing to contact us or trace item. We were told by salesman at purchase approx 6 weeks for installation. *********, when contacted, said awning was shipped to MS4L on 07/22/2023. It is now 09/01/2023 and we have been contacted by no one concerning this.

  Business Response

  Date: 09/02/2023

  We have spoken with the customer and a refund is being processed. 

  Customer Answer

  Date: 09/09/2023

  Refund has been received and cashed.

• Initial Complaint

  Date:08/31/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DATE OF TRANSACTION-24 APRIL 2023 AMOUNT- $******* PROMISE FROM COMPANY-FUNCTIONING SUNSETTER AWNING NATURE OF DISPUTE- AWNING HAD A BROKEN PART, AND I WAS TOLD IT WAS ORDERED, AND STILL HAVE NOT RECEIVED PART. I HAVE NOT BEEN ABLE TO USE THE AWNING SINCE INSTALLATION AND THE COMPANY GOT THEIR MONEY. I AM OUT OF A FUNCTIONING AWNING. I COULD HAVE GOTTEN A WHOLE NEW AWNING BY NOW, SINCE IT ONLY TOOK 6 WEEKS TO GET THE ORIGINAL AWNING. TRIED TO RESOLVE PROBLEM- COMPANY HAS TOLD ME THE PART HAS SHIPPED, BUT WILL NOT RETURN MY CALLS AND THE COMPANY KEEPS BLAMING IT ON SUPPLY CHAIN. THE INSTALLER SAID THE PART COULD BE SHIPPED OVERNIGHT BY FEDEX, BUT COMPANY HAS NOT ATTEMPTED, TO MY KNOWLEDGE. ORDER (INVOICE #) *****

  Customer Answer

  Date: 08/31/2023

  The company has reached out to me to resolve the issue. We are working together to resolve.