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:27/06/2023

  Type:Sales and Advertising 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.

  My original transaction with MacDonald Awning was in June 2022. The salesperson came to the house. We wanted the awning to cover our whole deck, so it would be quite large, and we wanted a drop-down screen. The salesperson took measurements, and said that sometimes hold-down poles were helpful. I asked him specifically if we would need these, he said no. I told him that we have a constant breeze that goes through our yard, as we are on top of a hill, he said that was not a problem. I paid them a deposit of $2300.
  Installers came in August, told us that the awning was UNSAFE for use without hold down poles - said they wouldn't let kids play under it. He wouldn't even pull it out all the way to show me how it works without holding it up with his hands. Said it was dangerous with the breeze that was going through the yard - the same breeze that the salesperson said was fine. Contacted the company, they blamed me, told me that I should have known that the wind was too strong, and provided me with a wind chart - which was NEVER produced until after installation. If I had seen it originally, I would not have bought an awning. He also told me that they have had this problem before - people complaining that they weren't told they would need poles - and that the installer is the expert so I should trust him. Why don't they send installers on sales calls then? Installer said it should have been a 100% given that poles would be needed, given that we got such a large awning. Company refused to pay for hold down poles, so I had to buy them separately. Total amount paid to company about $8000. Now, even WITH poles, awning is unusable - even in gentle breeze, it bows and sways and the fabric pushes down into the arms. Installer said fabric should NEVER push down on arms. Owner said it's fine, but also said to trust the installer. Has been completely unhelpful. Unusable product. I want it removed and money back. * **** **** **** ***** **** ***** *** ** *** ********* ****** 

  Business Response

  Date: 07/07/2023

  A representative from MacDonald Awning Shade Products has emailed Dr. **** to set an appointment at her home to discuss her concerns.

  Dr. **** has responded to the email of her willingness to meet, we are waiting for the Dr. to reply with a day/time that suits her schedule.

  More direct response to come.
  

  Customer Answer

  Date: 12/07/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. The resolution process is not yet complete, but we are working toward a resolution. For now, the response is satisfactory, but if a solution cannot be reached I will be filing another complaint. ** ********* * ***** **** ** **** **** ********* **** ***** ** ** ********* ** **** * ***** **** ** ***** * ***** *** ********* ** ** ** *** *********  
  
  
  
  Sincerely,
  
  
  
  ***** ****