Complaints

This profile includes complaints for Canopy West's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Canopy West

  16207 Hwy 97 Summerland, BC V0H 1Z6

• 

  Canopy West

  13285 King George Hwy Surrey, BC V3T 2T3

• 

  Canopy West

  14815 Yellowhead Trail Edmonton, AB T5L 3C4

• 

  Canopy West

  4042 Hwy 97 N Kelowna, BC V1V 1L1

• 

  Canopy West

  170 Victoria St W Kamloops, BC V2C 1A4

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:03/12/2024

  Type:Product 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.

  Ordered a truck canopy (ARE DCU model) in October 2023 and paid in full the same month. The expectation was that it would take 8-12 weeks for delivery as it had to be ordered from the production plant in ****. By February 2024, I began inquiring about the delivery of the canopy. The new salesperson searched their system and could not find any record of the canopy being ordered. Subsequently, the canopy was re-ordered, with an additional waiting time of 8-12 weeks for delivery. By May 2024, I started inquiring again about the delivery date. Yet another new salesperson informed me that it would be delivered in late June. By July 2024, I inquired again about the canopy, which was again unable to find in the delivery system. At this point, I was offered for the canopy to be re-ordered a 3rd time or a full refund. I advised that I would like a refund. The salesperson forwarded my contact information to their managers, who were then to contact me regarding the refund. I have never heard from anyone with authority to refund the money. I began calling regularly in November 2024 to both Canopy West in ******** and then the ** in **********, **. No one ever picks up my calls and am unable to leave a voice message as their inboxes are always full.

• Initial Complaint

  Date:12/04/2024

  Type:Product 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.

  I ordered a truck canopy just over a year ago and have been strung along with all sorts of excuses as to why it hasnt been manufactured and delivered. It was supposed to take6 to 8 weeks. Then the manufacturer shut down for 3 weeks. Then my order got misplaced. Then it was supposed to be delivered the end of August. Then for sure by October. Then it was to be built on Jan25/24. Then ** told the supplier went belly up last fall. I gave the company a $2000 deposit in Feb 2023 and am now demanding my deposit be refunded. Ive been dealing with **** in the Kamloops branch where I ordered the canopy and he has been trying to get me my deposit back from head office to no avail. We are being ghosted by the owner for no reason. I have tried calling him ( owner) and emailing him and am getting no answer. All I know is his first name is ******. ************ and email ******************************** Absolutely the worst customer service ever!!13 months of run around is more than enough time to demand a return of a deposit.Please acknowledge receipt of this.Thank you *****************

• Initial Complaint

  Date:25/01/2024

  Type:Product 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.

  I ordered a canopy for my vehicle on June 14/23 and placed a $3,000 deposit as per their policy. The target delivery date was ~ 8 - 10 weeks. I had either visited in person or communicated via telephone at least every 3 weeks (September - December) inquiring about delivery, each time I was assured that the canopy was on the next shipment. At a December visit, the store manager informed me that he was leaving that day and I was to contact the ************ which I did and left phone messages. A new store manager was in place the following week, mid December, and asked patience of me as the issue was (hopefully) being resolved and should be on the January delivery. The canopy has still not been delivered and the new manager has subsequently left. Current staff are unable to provide me with any answers and are unable to confirm whether the canopy has been, in fact, ordered at all.I have repeatedly stated that I am willing to wait a reasonable amount of time if a canopy has been ordered and can be confirmed to be in the delivery system, otherwise I am willing to accept a full refund (without penalty) and without charging interest or expenses for my time. Any assistance and/or direction that you can provide me with is appreciated.

• Initial Complaint

  Date:02/01/2024

  Type:Delivery 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 April 4, 2023, I went to Canopy West on ********************** in ********. I required a replacement part for my canopy and the manager, ******, quoted me up to 10 weeks delivery time. I ended up going ahead with the order and leaving a deposit of $437.50cad. ************************************************************************************************** he was not allowed to contact the manufacturer due to a dispute they had. I thought that very odd but allowed more time. On November 27, 2023, I returned to the store and spoke with ****** again. I asked him to refund my purchase since it was now ******************************************************************* he could not return my money because his debit machine was broken. I said I would take cash and he also refused that. He gave me the phone number to the owner (*************) and some other contacts (********************* and "*******") and told me to call them to request a refund. I called the numbers, left numerous voicemails and never got a response back. After a week of waiting to hear back I decided to go back to the store. Now the manager ****** had quit and some guy filling in told me he would talk to the owner. Again I did not hear anything so I called their customer service number and a fellow named ****** told me to send a copy of the work order and he would get back to me. I sent this info on December 11 and then followed up on December 15. No one has called me back from customer service, ownership, management, or any way of communication. They've taken my money and not only will they not refund it, they will not even return my many attempts to contact them. I have no money and no product. **** **** * *** ** *** ****** ****** ******* **** *** ***** **** ** ***** * *** *********

• Initial Complaint

  Date:24/08/2023

  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.

  Date of Transaction: June 15, 2022 Amount of Money Paid: $2000.00 CAD deposit (approx. $4000 full purchase price)Part Ordered: Custom truck canopy Nature of Dispute: The order was cancelled in July 2022 by phone. Follow ** correspondence in September 2022, with agreement to put canopy on consignment and sell to another customer. ********************** sold to another customer in March 2023. The $2000 deposit has not been returned despite numerous requests to the company.Business Response: Have spoken with different employees at ******** and ********** Office who agree that the deposit should be returned in full; however, escalating to head office management has not been successful. Numerous phone calls and messages to the company owner have not been responded to. Work Order Number: ******

  Business Response

  Date: 25/08/2023

  As per company policy as shown on the receipt, if a customer cancels after 24 hours there will be a 50% restocking fee. Also if the canopy was put on consignment there are fee's applicable to that .

  Customer Answer

  Date: 28/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: 

  1) The restocking fee policy, as detailed in the business response, was never communicated to me as the customer. It was not verbally communicated to me in the process of the sale, or in the subsequent conversations I have had with Canopy West employees, ***** and *******, since. It was also not a part of the original receipt/invoice that I received when I made the purchase. The original sales receipt that I attached in the complaint (and herein) does not contain any mention of a restocking fee. It appears an alternative copy with the term 'If product is cancelled after 24 hours, there will be a 50% restocking fee' has been provided by the business; however, that copy of the receipt was never provided to me prior to the business response to this complaint on 25 Aug 2023. The sale term that the business is suggesting was never discussed, disclosed, or agreed upon.

  2) The consignment fees, as detailed in the business response, were never communicated to me as the customer. No fees related to the resale of the canopy were ever brought forth during numerous discussions with Canopy West employees, ***** and *******. At no point during my correspondence with Canopy West was there any discussion or agreement made regarding any consignment fees.  

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

• Initial Complaint

  Date:03/08/2023

  Type:Delivery 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.

  Back in 2022 I purchased a Canopy from Canopy West in Grande Prairie for a 2022 ********* ********. When the Grande Prairie Location installed the canopy they damaged my truck. The damage was noticed when Canopy West in Edmonton removed the canopy to be repainted. The Canopy required to be repainted because the paint was rolling in various sections around the windows. The Canopy was repainted in August 2022 after being installed in April 2023. In October 2023 the paint started to roll again and I began conversation with Canopy West in Edmonton. I was informed they are going to remake the canopy and will swap it out when it arrives. I was informed on numerous occasions that the Canopy will be sent and they are expecting it to it hot being sent. I find out it is sitting in British Columbia and the main office is not shipping it for some reason. I was also informed that when the swap would happen the damage to my vehicle would be fixed. Since it has been a lot of waiting sitting in Canopy West in edmonton driving back and forth from the territories to deal with this Darren in Edmonton states they have another canopy they would swap it out for. Darren informs me on Aug 1 that he was told he is not allowed to do it and I must wait for the warranty one to come in. I was informed that is an unknown date still. This has been going on for over a year and there appears to be no resolve. I have given other work to Canopy West in Edmonton but I am not sure why the warranty replacement with a tracked rail system is not being sent if the new canopy has Been completed.

  Customer Answer

  Date: 03/08/2023

  Good Afternoon,

   

  I am not looking for compensation I am looking to get the warranty completed or a refund for the defective product. This has been an ongoing ordeal and the company itself is not doing as they said they would. As such the customer is aat a loss for a defective product.

• Initial Complaint

  Date:20/06/2023

  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.

  April 26th 2023 paid $2000 deposit on a canopy and was promised 5-7 week delivery time. At the time of ordering I made it clear that my family was moving and needed to receive the canopy no later than 7 weeks. I was promised multiple updates and delivery and installation no later than 7 weeks. At 7 weeks we had received no updates, a tech said they would call us back three times and never did. At 8 weeks they have stopped answering their phones. Finally contacted head office for a refund and are waiting to see.

  Business Response

  Date: 22/06/2023

  Store manager has contacted customer for address and a full refund is being processed right away

• Initial Complaint

  Date:19/05/2023

  Type:Product 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.

  I bought a canopy at Canopy West Truck Accessories on February 8, 2023. I paid in full the amount of $3500. They were supposed to provide me with a colour matching canopy to match my truck. It is now May 19, 2023 and I still have not received the canopy. They have repeatedly told me they don't know when the canopy will come in. I went into the store on May 10, 2023 and asked for my money back. They said that they need to contact their head office to approve the return. I paid if full with my credit card and asked to be reimbursed on my credit card. they told me that they would only be able to give me a cheque in return. Since May 10th they said there is no word from their head office as to when I will receive my refund. The work order number on the receipt is *******

  Business Response

  Date: 25/05/2023

  Our stores cannot process a refund that large on a debit machine so unfortunately we have to issue a cheque. The owner  was to bring the cheque to the store as he was going to be in ****** but could not remember where he put the cheque. A cheque was reissued and sent express post to the store which they received May 25,2023 , the customer was to be called to pick it up. 

  Customer Answer

  Date: 25/05/2023

  
  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.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 06/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  To Canopy West Truck Accessories Im opening this complaint against you because the cheque you sent me bounced. All I want is to receive the money I gave you guys for a canopy I never received.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:24/08/2022

  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 new canopy on March 3, 2022, at Canopy West at the Kamloops location and paid $1500 upfront. When the canopy came in It was installed and I paid the remainder of the cost of $1727.48. A month went by, I noticed the paint was not perfectly color-matched to my new truck. I called and they were happy to send it back to get repainted. When my canopy was back at their shop they installed it on my truck then Mike (who is the manager) said the paint was still off. When I went back to go look at the canopy, it was dirty (how it came off my truck with bird crap in that same spot) so I had a suspicion that it wasn't even repainted. Moments later he admitted to having issues with the manufacturer not getting the paint right for that type of blue on my truck. I said I wanted a refund he said I have to contact the manufacturer. I told him I purchased from him. Although I wanted a color-matched canopy, I was tired of waiting and I told him to refund me $1000 for the paint mismatch and ill be on my way. We agreed on that but said his machines were down and couldn't refund me that amount but would contact Sherri (who is the accounting/bookkeeper) and get her to mail me a check. A month and a half goes by and no check. I called Mike he said it would be there any day now, I waited another week and nothing. I called Mike back and said I wanted my refund or I would report them to the Better Business Bureau and take it to small claims, he told me he would get ahold of Sherri and see what was going on (I told him to cc me in that email so I could contact her directly if nothing came of it) Sherri called me on Aug 17th,2022 and told me that Mike did not send any information about the refund or my address for her to send the check to. Sherri said she could send me a check through ****** **** ******* with a tracking number. I said ok send me the tracking number once it's sent. It's been a week now and nothing, I tried reaching out and there has been no reply.

  Business Response

  Date: 29/08/2022

  Unfortunately the customer was delayed getting a response from the owner on   how we where going to fix the paint for him, it was eventually decided that a refund would be issued. In our store they cannot process refunds of of $1000.00 or even $500.00 our machines are simply not set up to do that. Mike sent me the invoice to which at first only had a name on it so we where unable to process a check. Mike reached out to the gentleman for the address. When Mr ********** contacted me I did not have his information directly in front of me and he was very hesitant to give me his address. We do have a 30 or 60 day processing time in the accounting department but I  also require signatures on checks before I send them out. I spoke to Mr ********** and processed the check but was waiting for a signature before I emailed him with the tracking number.