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:06/05/2025

  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.

  
  
  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. Please remove my complaint
  
  
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 06/05/2025

  Hi Josh,
  
  Thank you again for taking the time to speak with me. As we discussed, while the height of our screens can be customized, the cassette at the top is fixed in width and cannot be altered. I understand Axel from our Claims Department provided you with a workaround, and prior to seeing this review, I also offered a full return with no shipping or cancellation fees.
  
  As of our last conversation, you decided to keep both your 10' and 16' screen. If you’ve changed your mind or need further assistance, please don’t hesitate to reach out — we’re here to help.
  
  Warm regards,

  Nellie

• Initial Complaint

  Date:11/27/2024

  Type:Delivery 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.

  UPDATE following conversation I had with Pergolux rep on 11/27: I ordered a pergola for $14k that said it was in stock and would be delivered in 5-15 business days. On Business Day 2, I messaged Pergolux just asking how long I had to cancel before I would be liable for the 10% restocking fee. I had just learned that my insurance company denied my claim for significant water damage in my home so I was concerned that I would be on the hook for the water damage and would need to put the pergola purchase on hold. I just asked a question. I didn’t ask for my order to be placed on hold. But apparently it was put on hold and from Business Day 8 to Business Day 13, every day I spoke with a rep requesting an update and asking why the order hadn’t shipped yet. Noone knew why and every day someone different would tell me “I spoke with the warehouse and your order is going to be shipped today and you’ll receive a tracking link shortly after.” Every morning I wake up with nothing. It wasn’t until I left reviews online that someone contacted me and actually got the ball rolling which is just frustrating to have to do that in order to get action taken. So I now have a tracking link on Business Day 13 that doesn’t have an estimated shipping date and just says that the shipping company will call me to schedule delivery on Business Day 21. Not confident that I will receive this by BD 25. All my other outdoor projects are being put on hold and moved around to accommodate Pergolux’s mistakes, I’m missing out on a few weeks of nice weather here in FL, and no compensation was offered by Pergolux. Thankful to have a tracking link at least, but I don’t feel that this was made right. As of right now, I wish I had gone with a different company for this high-end product.

  

  Business Response

  Date: 12/13/2024

  Hi *****,
  As discussed on your call with multiple reps and a manager on November 27, your order fell outside our normal processes due to the information we had received regarding water damage on your property. Our team had put your order on hold as a good will gesture to ensure you would not have to be responsible for return shipping and restocking fees should you need to cancel after it had shipped. This was done based on a phone call conversation you had with customer service representative Kristen K****** on November 13th. We apologize for any miscommunication or misunderstanding around this hold and your readiness to receive the order, but as discussed, this had been processed as a courtesy gesture for you.

  Your order shipped, per your request, on November 27th and has since been delivered to your home (see attached documentation). As this was your main concern and request for desired outcome, we hope you are satisfied with the actions of our team: There was a significant amount of follow-up done and urgency requested on your behalf for a delivery initiation around the Thanksgiving holiday, which included bypassing our regular trucking schedule.

  We hope you and your wife are able to enjoy your pergola, and new patio, for many years to come!

  Merry Christmas,

  - The PERGOLUX Team

  
  

  Customer Answer

  Date: 12/13/2024

  
  
  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,
  
  
  
  ***** *******