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:02/27/2025

  Type:Sales and Advertising 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.

  Company advertised a gate for $149 and then refused to fulfill the order as they say it's a mistake. It's false advertising. I have a screen capture of the false advertising. Just want my purchase delivered for the price offered on line that the company is now refusing to comply.

  Business Response

  Date: 03/05/2025

  This was priced in error along with about 80% of our listed products as we transferred out site onto a new platform. 

  Per our Terms and Conditions under the Typograoghical Errors subsection: In the event that a ********************************** product is mistakenly listed at an incorrect price, ********************************** reserves the right to refuse or cancel any orders placed for products listed at the incorrect price.
  ********************************** reserves the right to refuse or cancel any such orders, whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is cancelled, ********************************** shall issue a credit to your credit card account in the amount of the incorrect price.

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22998872
  
  I am rejecting this response because I believe it was purposely false advertising just to get people on to their site.  Once I went through to pay for it the gate, they cancelled the order.  If the price was incorrect, the company should accept the price shown on the website since that is what was advertised until the price is updated accordingly.  
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:01/25/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 7/24/24 I bought from Aleko their 16' retractable awning with half-cassette for $650. The awning is meant to be retractable so that it rolls up, out of the way, when not needed. Bottom line: it will not roll up all of the way before parts of it start to bend (and will clearly break if rolled up all the way). I have a full email chain if needed starting from August until the most recent one today. I have been very patient. The product has a 30-day guarantee, yet I have been troubleshooting with the company for months but now they won't cover it because it's out of warranty. I think they dragged their feet intentionally, but even if not, I should be given leeway for working with them diligently for months and have followed all of the suggested fixes, to no avail. I shouldn't be penalized because this process has taken so long + they have not found a solution for it. All they have done is reiterate things that were in the installation instructions (which I had followed from the start before ever contacting them) and they recently sent me two replacement parts, but they are for items that are not broken! One of their "solutions" was to not retract the awning all the way!! Again, I've followed all if their suggestions and the problem still isn't fixed and the replacement parts sent to me recently did not need replacing nor do they help correct the problem. The awning isn't worthless- it does extend outward to provide sun protection, but it doesn't do the main benefit of the awning which is to retract out of the way when not in use. I would like a full refund, but in lieu of that would accept 50% back since it only does 50% of what it should do.

• Initial Complaint

  Date:12/24/2024

  Type:Product 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.

  I purchased a sauna from Aleko through *******. The sauna was originally $2299, on sale for $519.99. I purchased said item, it was a completed sale. Less than 24 hours later I received an email from ******* letting me know my order had been cancelled. There was no reason given for the cancellation. I contacted ******* support. They stated (on a recorded line in case we need it) that the manufacturer (Aleko) had cancelled the order due to it being discontinued. This is a caveat for cancelling something on ******* as you cannot cancel it as the seller if it's merely out of stock (meaning that it intends to be restocked). I informed them it wasn't possible as Aleko had the very same item listed for the original price of $2299 and in stock on their website (I have screenshots with all of this). ******* informed me they could not help me as this was basically a marketplace transaction and cancelled by the manufacturer and not them. The icing on the cake being I used my Christmas bonus which was on a **** giftcard as the split payment for this. In doing so, that giftcard was thrown away (because it was used in its entirety). So effectively, Aleko stole $300 and fraudulently cancelled my order. It's likely when they listed it for sale on ******* that they mispriced it, saw I purchased it, and they didn't like that I got such a deal on it. As such I believe they should be contractually obligated to fulfill the order. They have the item in stock on their own website, so that is enough proof that they have to stock to fulfill the order and it is not discontinued, which is how they circumvented Wayfair's rules and regulation.

  Business Response

  Date: 01/15/2025

  Hello. 

   

  I am sorry that you had to experience thiis situation with your purchase. 

  Contrary to what you were told, this was an issue on Wayfairs side where they input the wrong information on their postings and had to cancel their orders. 

  Regarding your money that you were not able to get refunded, ******* currently holds your funds and the means to refund the amount from the prepaid card, not ALEKO. You will need to work with them to find the means to get you your money back.

• Initial Complaint

  Date:08/28/2024

  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.

  I ordered a fence from Aleko through Amazon. The fence arrived without a scheduled delivery and I found it propped up on the side of my home with no packaging and full of damage. I have had multiple back and forth conversations with Aleko about returning this product for a refund and they have not helped in any way. Amazon also will not help and refers me back to Aleko

  Business Response

  Date: 08/30/2024

  Greetings Kenle,

  I would like to apologize for the less than stellar customer service experience you have had with ALEKO.

  We strive to provide quality products and great customer care and are sorry that is not what you have received.

  Please give us a call in office to further discuss your situation ************ 

  ******

• Initial Complaint

  Date:06/13/2024

  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.

  I ordered a gate first, the gate was Scheduled for delivery on a Thursday. I arranged my entire day to be there. They never showed up. I call. Get a bunch of BS schedule it for the next day and again they dont show up. I call. More BS. Tell me it will come on Monday I finally get it after taking 3 days out of my busy life to receive this gate. Now the worst part. I order the gate opener . You slimy degenerates send me this whole gate opener kit BUT EXCLUDE THE WIRING NECESSARY TO INSTALL THE THING!!! Why in the * would you not explicitly overwhelming make that abundantly clear that you are not shipping everything thats needed to install the gate opener. What in the thats like buying a car and receiving it without the transmission and then dont even make it obvious where I can even get one. You are morons and I want my money back and you to ship me the wiring. Im thinking about making a small claims case against you. I know I would win for the shipping disaster, I own my own business and ca easily prove the large amount of money I make daily that you cost me already. Send my wires!!

  Business Response

  Date: 06/13/2024

  Hello, 

   

  Thank you for reaching out. 

  ALEKO has  received your request, and unfortunately, we will not be able to accommodate it at this time.

  Within the listing for the opener you had purchased, under the "Kit Includes" section of the description, it does not include wiring within the contents, please see attached. 

  In addition, our agents have been the target of extremely inappropriate and disrespectful language in phone conversations, live chats, and now this complaint, please see attached.

  As stated per your phone conversation this morning, for your gate openers, you will need a 5 core ***** gauge. For your accessories, you will need a 2 core wire ***** gauge (LM150), and for your photo cells (LM151). This can be purchased from your local hardware store or directly from our website

  If there is anything further I can assist with, I would be happy to help!

   

• Initial Complaint

  Date:05/14/2024

  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.

  I purchased in the Lego spa from Target and I sent a letter of the information in regards to the tracking number or the order number or whatever the case may be I was told by ***** that I would receive a replacement spa in return and so down the line I'll let go is stating that they cannot reply my order but I sent them the order number from Target or whatever the case may be and I have not heard anything back from a let go in regards to the exchange or the return or the refund of my electrical jacuzzi told me that I would be getting a replacement in the mail and that I needed to look for the tracking number but I have not received the tracking number as well as I have not received any type of information from a letgo so I like to know what's going on with my replacement

  Customer Answer

  Date: 05/14/2024

  ***** stated I would get replacement 

  Customer Answer

  Date: 05/21/2024

  How is this case closed when you haven't even address my issue with aleko bbb. So I am confused on how itw closed please explain in steps what action where taken in order for you guys on the BBB side to close my case . Aleko representative told me I would get an email in regards to the new item coming to my home.  She then as well asked me for a order number I provided my order number to her.  An she went forward . I have not gotten an emails or anything of that nature to track my order. The young lady representative from aleko said throw away the other spa.  An looking out for my tracking information.

  Business Response

  Date: 06/13/2024

  Hello there, we have asked the customer to provide us with the order number associated with the product to better assist.  At this time we have not yet received that information.  In order for Aleko to proceed we need the actual order number to identified the account and if this product still within warranty.  

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21711447
  
  I am rejecting this response because:
  Order # 1067933829117 Sincerely, I provided the order number an I was told to throw away the old spa an wait for the tracking number for the new spa ****** has mislead me thinking my new spa was in route. Now ****** is misleading the bbb into thinking I didn't do my part. In which I did weeks ago. I have health issues that require this spa in my life. This unacceptable on alecko. I'm without my *********** n I think ****** should refund me my money n gift me a good spa due to the company delay an my disbelief in the treatment of care for my health
  
  *********************

  Business Response

  Date: 06/28/2024

  Hello Tory, 

   

  As told twice by our agents, the order number you have provided does not yield any results within our system. Nor has your name, phone number, or email. 

  As advised, you must reach out to Target and request the 25 digit order number. 

  Once we have this from you, we can confirm if you are still within warranty and if we are indeed able to send out a new hot tub. 

• Initial Complaint

  Date:11/14/2023

  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.

  Purchased an inflatable hot tub for use indoors only - approximately 3 months of the year. Outside of that it is stored away in its factory bag, indoors and safely climate-controlled. After 1 year, the tub's heating element completely failed. They immediately cast me as "out of warranty" but did me a "favor" by allowing me to purchase a replacement pump/heating unit at a discount of $175 (for a $475 tub.) They had no available resources or documentation for servicing the tub, and instead literally emailed me a ******* link to a video of a product nothing like the one I have (and one they were able to identify by model information provided by me.) After "figuring it out", I was able to replace the unit and re-assemble, only to be greeted by severe leaks internal to the new pump unit. They have now completely dismissed my situation as a too bad, so sad, out of warranty.I got 3 months use out of a tub that is literally babied. The company does not pay any attention to what is said or relayed in communication, they do not stand by their product, and they have, on the whole, provided one of the most ruthless and unacceptable customer experiences I've ever encountered.Note: A similar Intex unit I purchased at the same price point 2 years prior is still standing to this day in an outdoor environment in ***********, and it works wonderfully. Stay AWAY from Aleko. Spend your time, money and frustration energy elsewhere.

  Business Response

  Date: 11/28/2023

  Hello, 

   

  I am sorry to hear about your experience with this product, this is surely not what we want for our customers. 

  This had already been refunded as of 11/14/23. 

• Initial Complaint

  Date:08/28/2023

  Type:Product 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.

  I purchased a sauna from this company and it arrived with missing parts and water damage. Including a main support beam, and a damaged wall. The sauna cannot be assembled whatsoever. I contacted them to get the missing parts. They said the parts have to come From ***** and it takes a few months, so Ive waited and waited and waited and have been so patient with this company. But Im sick of them running me around in circles and wont provide any type of resolution. Its now been almost two years and I STILL dont have all the parts they promised me and they refuse to refund my money for a sauna I cant even assemble. Its the worst customer service Ive ever experienced in my life.

  Business Response

  Date: 09/15/2023

  Hello, 

   

  Currently I am working to find the previous information regarding this matter. 

  This reps this customer was in contact with are no longer at ALEKO. I will update once I am able to find more information on this. 

• Initial Complaint

  Date:08/08/2023

  Type:Product 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.

  Bought an Aleko awning cover from ******* and after couple months the cover ripped and the sewn in cords ripped and tore tooDefective cover needs to be replaced asap!

  Business Response

  Date: 08/16/2023

  Hello, 

   

  Could you please email photos of the rip to our customer service, **********************************************************

  Once we have those photos and confirm warranty, we can send out a replacement. 

  Customer Answer

  Date: 08/16/2023

   
  Complaint: 20441591
  
  I am rejecting this response because:

  Picture attached, color faded and hole in the side and straps gone, I have to use bungie cord...

  Send new burgundy cover 20X10

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/12/2023

  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.

  I purchased a motorized 16 foot RV awning in April of 2022, which was received timely (order #******). The awning was installed and would not work correctly. After some back and forth with customer service, we uploaded videos of the awning operation, and received confirmation from ******* on August 24, 2022 that Aleko would be sending a replacement motor (#********). After waiting for a number of months we were told that there were delays due to manufacturing delays. Subsequent follow up inquires were replied to with similar excuses. ** October, 2022 after no information or any offer of resolution or replacement product, our request for a refund was denied due to the an expiration of the time window to allow refunds, of course delays due to Aleko's conduct, not ours. It is now May of 2023 and we have not been shipped any replacements as promised, nor has anyone from the company followed up or kept ** informed of their intentions. We no longer have confidence that Aleko is dealing with ** in good faith and has our interests in mind, and it appears that it is bulldozing ** in hopes that we just go away, rather than take responsibility for their faulty product.

  Business Response

  Date: 05/18/2023

  Hello, 
  
  I deeply apologize for all of the waiting you've had to endure for this motor. 
  We are expecting the container which holds these motors to arrive to our warehouse by 6/15/23 and will be shipping out to you shortly after!