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:09/16/2022

  Type:Customer Service 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 purchased an 11' umbrella sometime in 2021. We know it is no longer under warranty.
  
  When cranking up the umbrella the wire snagged and the umbrella is now in a half-open/half closed position. It will not go up or down.
  
  We would like to find out how to repair it ourselves, find a repair shop in the area or inquire about purchasing a replacement pole.
  
  We are unable to ask any of these questions because no one at the company will answer the phone or reply to emails sent via their website. My wife and I have tried calling periodically over the last 2-3 months with no response whatsoever.

  Business Response

  Date: 10/03/2022

  29-Sep-2022 16:58 Fax 
  September 29, 2022 
  
  Dear Better Business Bureau: 
  *********** p.5 
  Regarding complaint 10 ******** (**** *******) We received their first service inquiry on 9/16/22 via our website inquiry. My name is ******** ******* and my position is CustomerSentice Representative for California U mbrella. As many businesses we are short staffed therefore it took us until 9/22/20 to respond. This was our response below: 
  From: Service se *************** ******** Sent: Thursday, September 22, 2022 1A3 PM To: ************************" ma*******rnail.com; ******* ******* ***************  Subject: RE: Inquiry Received Mail 
  Greetings ****, 
  Thank you for your email! We are limited on replacement parts, Unfortunately we do not have options for repair, however it is likely we will have replacement frames for your umbrella instead, 
  In order to determine which finial cap you need, please provide a photo of your umbrella (includingthe crank mechanism and ribs in the photo). 
  Best, 
  
  Customer Service
  

  
  

  Customer Answer

  Date: 10/04/2022

   I am rejecting this response because: I reviewed my email accounts and found no record of their emails of September 16 from "sales" or September 22 from "service".

  
  

  The first email I received was from ******** ******* on September 28. I have replied to her today, Tuesday, October 4.

  
  

  Prior to this my wife and I called numerous times with our question. We could never reach anyone at the company via any options the recorded message suggested.  We had previously contacted the company via their website (June?) and never received a response.

  
  

  Our attempts at reaching someone via phone or email occurred over a period of a couple months+ with no response until now - I guess after I contacted you folks at the Better Business Bureau.

  
  

  I understand being short staffed for any number of reasons (I experienced it many times as a manager), however, you don't just ignore your customers. A couple days, a week, maybe 10 days to return a phone call or respond to an inquiry via their website would have sufficed.

  
  

  They should apologize to me and all other customers who have experienced the same neglectful customer service.