Complaints

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

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  Patio Heat and Shade

  3321 Power Inn Rd Ste 10 Sacramento, CA 95826

  
• 

  Patio Heat and Shade

  3321 Power Inn Rd Ste 310 Sacramento, CA 95826-3893

  

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:02/28/2025

  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.

  Order Date: Dec 16, 2024; Product Received: Jan 4, 2025; Product Purchased: Dual Element 4000 Watt Electric Patio Heaters, covers & control panel. Company Return Policy: The company's website states that a return request must be submitted within 30 days from the date of receiving the product to be eligible to receive a full refund. The website also states that, "If your original order is older than 90 days, we will have to issue a refund via check. All check refunds will be sent to the same billing address provided on the order, and are typically issued within 14 days of final approval of the return."Problem: I requested a return approval 45 days after receipt of the product. The boxes have not been opened. I noted my willingness to receive a refund via check. My return request was denied by the company (and it was suggested that I sell the items on ******** Marketplace.) I called **************** today to ask why they weren't honoring what is stated on their website - that I could get a refund in the form of a check within 90 days of receiving the product. I was told that that's only for business customers. Their website does not make such a distinction. This purchase for $3,171 is not a small purchase. The merchandise is in perfect condition. I do not believe the company has acted in good faith or in line with their policies. I am especially disappointed given that they market themselves as being "big believers in doing whats right".

  

  Business Response

  Date: 02/28/2025

  Hello there,

  The "refunds by check" policy applies to items that have been on backorder. Our return policy is 30 days after the item is received, not charged. So therefore, if an item didn't ship right away, but they are still within the 30-day return window when it received, there's a possibility it may need to be refunded through check.

  Returns must be submitted/requested within 30 days of receipt of the items, regardless of when it was originally charged.

  Hope this helps!

• Initial Complaint

  Date:09/09/2024

  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.

  Product went on sale within 2 days of my purchase and before it was delivered. Company refused to make an adjustment.

  Customer Answer

  Date: 09/10/2024

  Most business allow thirty day period for customers to take advantage of discounts or lower prices covered by competitors. I made this purchase on line on August 22nd 2024 and within several days the business advertised a 25% discount. I contacted the business prior to the items being delivered and they refused to make any adjustment.

  Customer Answer

  Date: 09/28/2024

  I am rejecting this response because: I WAS ONLY AFFORDED A 12% DISCOUNT  WHEN RETAILER BEGAN OFFERING A 25% Memorial day discount before i had received the order !!!
  

• Initial Complaint

  Date:07/29/2024

  Type:Product 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.

  On 5/28 I placed an order for 4 eleven-foot teak umbrellas and 1 nine-foot teak umbrella, total value $3,313.31. All of the umbrellas had a zinc not a teak finial (top of umbrella), I had ordered all teak and the website picture showed an all teak umbrella and still does to this day. My contractor placed all but one the umbrellas out with the exception of 1 and when I inspected them I realized they were not the ones that I ordered. I contacted customer service on 7/5 within the ****** window of receiving the items on June 6th. I asked for a solution of just sending me the teak finials as they can be screwed on. It has taken a long time to receive a response but they informed me that the manufacturer Galtech no longer makes the umbrella and can't get me the finials. I would like to return them and receive a refund. They informed me that I can't because it's past 30 days but I am clearly within the window and clearly received the wrong item. They offered me a modest discount but that is unsatisfactory. I also want them to change their website and have the correct item so others don't fall victim to what feels like a bait and switch.

  

  Business Response

  Date: 08/02/2024

  The customer has already been given a 50% discount to keep the items and is aware replacements aren't an option.

  Customer Answer

  Date: 08/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:05/01/2024

  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 placed an order and told it was guaranteed 3 day delivery. Its 10 day later. No delivery. No accurate ***** tracking. Its a brand new construction house that has delayed the project for over a week. I emailed the company and no response. I would like. Refund of my shipping fees and I would like them to remove the false advertising of guarantee 3 day delivery.

  

  Business Response

  Date: 05/01/2024

  Hello,

  I reviewed your order and your items are scheduled to be delivered tomorrow via FedEx 273715063821. You were not charged any shipping fees, please see the order breakdown below:

  Reg. Price
  $5,672.00
  Coupon
  -850.80
  SubTotal
  $4,821.20
  Tax ({"Message":"8.63 %% NY"})
  $415.83
  Grand Total
  $5,237.03

  Our delivery incentive reflects the average time it takes to get from the warehouse to your specific zip code; if we are outside that timeframe, we issue you a credit. At this point, we have refunded $25 and you will see it reflected within 3-5 business days.

  I hope this helps! Have a great day.

• Initial Complaint

  Date:12/16/2023

  Type:Product 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.

  I keep getting emails from this company. I have never signed up for anything from them. I went to their website and called them. The system did not direct me to a person, it hung up on me. I did not find a place to cancel emails on their site. I want them to remove my email address and stop sending me emails.

  

  Business Response

  Date: 12/22/2023

  Hello,

  Thank you for reaching out, please see the attached photo. It looks like you had a contractor account with us for your company "Lifestyle Interiors." I have closed out this account so you will no longer receive emails or have access to the contractor account. Thank you and have a wonderful day. 

  Customer Answer

  Date: 12/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

  Had they made it simpler to contact them on their website or by telepone to resolve this I would not have had to use your time for this. Lifestyle Interiors closed over 25 years ago.

  Thank you so much for your help.

  
  

• Initial Complaint

  Date:07/26/2023

  Type:Service or Repair 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.

  In June I ordered a patio umbrella from the Patio Heat and Shade website. The order number is *******. The item is a Simply Shade umbrella item SSAD45-10SQ00-A5403. The order was confirmed by Patio Heat and Shade on June 12, 2023 for $896.66. I was originally told that the umbrella was on backorder and then it shipped and was received (surprisingly). I opened the box and set it up and immediately noticed two significant defects. The umbrella would not stay open - it collapsed constantly and the material was stretched out to the point where three of the metal posts would not stay in the fabric. I own two other of these umbrellas so I know a lot about them and how they should work. I contacted Patio Heat and Shade concerning the defects and was asked to provide photos which I did promptly. Since that time I have been in contact with several agents at Patio Heat and Shade. They originally promised to ship out a replacement umbrella and then changed and offered a refund. Now they just keep bouncing me between agents asking for the same photos and trying to get me to troubleshoot the umbrella for a broken string which is not the issue. They also keep promising that the issue will be resolved with a few days and it is over one month now. There must be someone in a management position there that is telling all of these phone agents not to resolve this issue as it makes no sense. This umbrella is critical to us for the summer months as our visitors are both young children and older family member who have a history of skin cancer.

  

  Business Response

  Date: 08/08/2023

  Hi there,

  We sincerely apologize for the inconvenience. It looks like we already issued a refund on your order. Please let us know if we can assist you with anything else.

  Thank you and have a great day!

  Customer Answer

  Date: 08/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:01/26/2023

  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.

  I purchased 2 Radtech heaters, that are advertised to use long wave infrared heat, and advertised to heat objects, not the surrounding air. They are advertised to be capable of installation 9' high. These units take hours to get hot, and do not heat any area more than 5 feet away. I contacted Radtech and the sales person told me that she would have never recommended buying these units because they don't heat well at that height (i.e. the advertised installation height). Further, emails with Radtech show that the heat emitted is only partially long wave IR, but is mostly convective (through the heating of the aluminum cover). Nowhere does Radtech or Patio Products USA advertise this characteristic. I would never have purchased convective heaters. They simply do not heat the area under them (even on a modest 60 degree day). Quotes from Radtech include: "The heat is being produced and transmitted by both the inner elements and the aluminum surface" [transmitted by the aluminum surface equates to convective heating, not long wave IR]; "The aluminum surface of the heater is used to cover/protect the interior components of the heater and to absorb energy and reradiate that energy into the space" [reradiating energy means as convective heat (i.e., a hot surface, not as long-wave IR)]; and "The heat is being produced and transmitted by both the inner elements and the aluminum surface." Patio Products advertises as "Specialize in Far Infrared (long wave) Heat Technology"; and "Infrared Heat Technology:Long Wave."After numerous conversations with the customer service person at ********************, who initially agreed to refund my money, later claimed Radtech would not accept a return because the units "were opened, used and mounted." This is nonsensical. How can a consumer determine if a product actually works as advertised without opening the box and installing the unit? The run-around has been time consuming and frustrating.

  

  Business Response

  Date: 02/07/2023

  Hello,

   

  Thank you for reaching out, I have reviewed the situation and confirmed, that as previously stated, we are unable to issue a refund on this order as the items were installed/mounted. Please see our policy below, but we can only accept an item back if it is within 30 days, in the original packaging/form that we sent the item out in. The order was delivered on 10/30/2022 and a return was not requested until 12/16. At that time we confirmed the items had already been installed and that we were unable to take them back. I do sincerely apologize we are unable to offer a return/refund regrading this order, however, as I stated when I spoke with you, we can offer the extended brackets to better fit your area at our cost. This would allow for the better heating you require. If you have any questions or concerns, please feel free to reach out to us. Thank you and have a good day. 

  ********************************************************************************;

• Initial Complaint

  Date:08/11/2022

  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 placed an order for heaters for my home with BromicUSA. The website is: https://www.bromicheatingusa.com/. it was portrayed as dealing with the heater manufacturer directly. What was not disclosed is that another company called Patio Products USA processed the order. I am now having an issue with my order, which I discovered after speaking to a tech person at Bromic about the situation. I was told by that individual that I needed to contact Patio Products USA to make a return. I contacted them today and they informed me that they will not accept any returns, even though the item is brand new and still in the box. This has been a completely misleading and deceiving experience, and has resulted in a loss of thousands of dollars for me. I am requesting two things: 1. appropriate disclosure and transparency of who the sales transaction is being done with. 2. refund for the products that Bromic confirmed are not compatible with my space.

  

  Business Response

  Date: 08/11/2022

  Hi there, your items were delivered May 27th (tracking ************); we have a 30 day return policy. As these items are beyond even 60 days, we're unable to take a return for them. I apologize is this new is disappointing. If you have any other questions, please let us know!

  Customer Answer

  Date: 08/11/2022

  I am rejecting this response because it is not addressing the 2 items that I requested.  As previously mentioned, I am raising a complaint due to the misleading and deceiving portrayal of Patio Products USA.  I went on the Bromic *** website to purchase Bromic items, and at no time was there disclosure and transparency that I was actually doing business with Patio Products USA. This was completely ignored in the response by Patio Products USA.  I have also requested a refund on certain items purchased as now I'm being held to a policy by Patio Products USA which is not who I authorized to buy my items from. 

  BBB needs to investigate this situation to the fullest extent.

  
  

  

  Business Response

  Date: 08/15/2022

  The site you purchased from sells Bromic products exclusively, as we are an authorized dealer, but does not claim to be Bromic heater directly. Please see the following screenshot from our website: https://www.screencast.com/t/morMGJYS, as well as our "About Us" page: https://www.bromicheatingusa.com/content/about-us/info.aspx?bid=foot

  In addition, here is our return policy page, which lists the return window and the requirements: https://www.bromicheatingusa.com/content/returns/info.aspx?bid=footer

  I apologize there was confusion on if you were buying from Bromic directly, or an authorized retailer; we have made an exception and processed a return for you with a 25% restocking fee. Please ship the items back at your earliest convenience; the return will be open for 30 days and will be closed after that and cannot be reopened.

  I hope this helps! Please let us know if you have any questions.

  Customer Answer

  Date: 08/24/2022

  I am rejecting this response because:

   

   

  It should remain open as I have not yet heard any review or comments from BBB, only a response from the company which failed to address my complaint.  Is BBB reviewing the company's response and the situation?
  
  Thank you,
  ****
  

  

  Business Response

  Date: 08/29/2022

  Hello, is there anything else we can help with?