Business ProfileforStruxure Outdoor Of Washington

My Family and I were hoping for a great customer experience with ********************** but ended up disappointed. We met with the sales person in June 2023 to discuss our options. During this meet we discussed our options, measurements were taken, and information was given regarding wait times and financial options. We opted to go with their very enticing 12 month deferred interest option. We were aware of the wait time for materials but when they came to install September 2023, they did not have the right measurement for the power cord and the smart device did not work. We used an extension cord to operate the screen. The installers were very polite and this was out of their control. The very same day of install, the screen stopped working. I then contacted the sales person to voice my frustrations with the experience which they did respond to timely but did not answer all the concerns. I did not receive any updates from the company until November 2023, which they provided a repair date and a loan expiration inquiry. The loan expiration requires a new pull of my credit because the project was not completed. I dont understand how this is my fault. Despite not completing the project, they pulled my credit, causing unnecessary stress and displaying lack of accountability. This oversight reflects poorly on their professionalism, value of customers, and has left me dissatisfied with the entire experience.

I want to take a moment and follow up with you regarding your email and review.  I first want to apologize for the timeline and the installation confusion for your project.  We do not have any control of our suppliers and while I understand that the consumer has a certain expectation we really do strive to set that expectation correctly when we are meeting with them.  We even go so far as to add some verbiage in our contract to help the consumer understand this. I have copied and pasted some of the verbiage from your signed contract, dated 6/9/23 for your review.  I won't bother rehashing the email that you received giving you the options for payment. Suffice to say that we expect payment to be made in full when a project is substantially completed.  In your case, your project has been substantially complete for the last couple weeks.  How the customer pays us is up to the customer.  We offer financing options for our customers should they want to take advantage of them.  The financing is the customer's responsibility.  We never want to create an issue with another pull on one's credit but it does happen sometimes.  Again we cover this up front in our contract and the finance companies cover it in theirs.  If a project exceeds the timeline for financing, which is an industry standard for most financing companies, Sunlight would require another inquiry on your credit.  Again, this was explained in our contract as well as the Sunlight information that you signed when you purchased with us.  Please refer to your Sunlight Loan documents for all of their timeline and pertinent information specific to your loan requirements.   

When the initial installation happened the installer was unable to install one of your 4 screens.  He was mistaken in his measurements.  We see now that the screen will in fact fit and our team will be arriving at your home late this morning, 12/4/23 to complete your installation today.  The team will go over the info with you and once we are completed we will pull the final amount of your Sunlight loan. 


Hopefully this answers all of your questions.  Again, we apologize for any frustration.  We will also be sending this email to the BBB.  We see that you gave us a 1 star review and want to make sure everything is clear for them as well.  








Delay/Unknown Conditions: I understand that if Structures determines that we cannot perform the work according to our normal professional standards, then Structures can cancel this Agreement by notify me in writing, via phone or email of the cancellation, and return my money to me minus any incurred fees to date. I understand that some of the things that could cause Structures to cancel this Agreement would be incorrect pricing, unforeseen structural defects, or unknown pre-existing conditions to my property. I understand that Structures is not responsible for structural or other defects in my property, and that Structures products do not cure those types of problems. I also understand that the work could be delayed by events that Structures does not control. Some of the things that could cause the work to be delayed would be acts of God, labor strikes, inclement weather, material shortages, shipping damage, my inability to qualify for or obtain financing, supply chain disruption, subcontractor delays, substandard site conditions, delays by local government authorities in issuing or otherwise approving inspections, permitting, or other required authorizations for the work.  



Financing Option: I understand that Structures offers finance options for their customers. Should I choose to take advantage of these options, the financing is my responsibility once approved. If the financing timeline should run out, the customer may need to reapply for financing, resulting in a hard credit pull, with the financing company for funding to ensure creditworthiness. This has no impact on my balance with Structure. Regardless of circumstances I am responsible for all costs associated with my project.  



(d) In the event that I disagree with Structures that the work is substantially complete, I agree that I will not withhold more than I0% of the Agreement price.