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:04/30/2024

  Type:Order 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.

  Company took my $18,000 deposit and did not perform the contracted work.

  Business Response

  Date: 05/10/2024

  Our CRS spoke with the customer and informed them they are on the schedule for a May install.

• Initial Complaint

  Date:04/17/2024

  Type:Order 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.

  My husband and I paid this company 1/2 the amount owed for a magnatrack lanai hurricane motorized screen March 24, 2023. They said the screen would be installed by the end of May 2023. I keep calling and if I get to talk to anyone, they dont know whats going on. I either want the screen installed or my payment returned.

  Business Response

  Date: 05/10/2024

  Our CSR was able to speak with this customer about a May installation. This issue should be resolved soon and are thankful for their patience and understanding.

• Initial Complaint

  Date:04/17/2024

  Type:Delivery 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.

  Paid 50% deposit of $7,038.62. OG Living cashed on 5.8.23. This was for outdoor patio shades. Delivery was advised to be 4-5 months. Never received. Numerous emails to company being advised that order was going to go into production or ship soon. Still nothing as of today. Requested order be cancelled and get a refund. Get no responses from emails, texts and calls all go to a recording since asking for the refund. Owner sent email in December 2023 stating that they were having issues but that the 'buck stopped here'. He provided his cell and asked that all correspondence be addressed to him. Cannot leave voicemail as box is full. Have sent texts and emails with no response.

  Business Response

  Date: 05/10/2024

  This issue should be resolved soon.

  Customer Answer

  Date: 05/16/2024

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

  This business has repeatedly responded with the same type of response in that 'they are working on it' with no resolution. Request for refund was months ago. Last correspondence from their Ausin contact is attached with the same response 30 days ago - yet month after month goes by with hearing nothing from the company nor status of refund. 

  I believe this is a just another way of delaying action on their part to resolve the issue. 

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

• Initial Complaint

  Date:04/12/2024

  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.

  I signed a contract for Hurricane Shades and provided a down payment ($10,513.89) to OG Living in May 2023, with an expected project completion date of October 2023. November 2023 at the latest. However, as of April 2024 OG Living has not followed through with the contractual agreement. At this time we are rapidly approaching Hurricane season, leaving my house unprotected. Recently, I sent OG Living a Demand Letter For Return Of Down Payment with no response. I'd like to have my down payment returned in full and proceed with a reputable contractor.

• Initial Complaint

  Date:04/01/2024

  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 March 15, 2023 I provided a 50% deposit of $5063.75 for the installation of a MagnaTrak Hurricane on our Lanai. Engineering measurements were taken shortly thereafter. The expectation at the start of the project was an approximate 6-7 month leadtime, Since October of 2023 I have continued to chase the organization through emails and phone calls to their Client Relations Manager based in Austin, TX. December's promised install turned to January, January to February, then in late February I was told I was on the schedule for the last week of March, and their February commitments were on track. As Late March approached I made another call on 3/21 to the Client Relations Manager in Austin, TX to confirm their exact arrival dates and was told I was postponed for either early, but most likely Late April. No real reason was given again. Bottom line for me is I don't think they are ever coming, as they have provided no plausible reason for all these delays. I have waited long enough and I don't think they are coming. I am aware of at least two other customers in my neighborhood that are seeing the same delays and runaround from them. In the future I would be further concerned that if any warranty work was ever required on the operation of the unit, I would again never engage with them on a timely basis. Thus I would like to cancel this order with them and obtain a complete refund so I can move on and complete the project with another contractor.

• Initial Complaint

  Date:03/07/2024

  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.

  We contacted OG Living as we had them install our patio screens back in March 2023, but we were having issues since installation with the small screen they installed. They came to our home in December 2023. They told us that the small screen needed an additional weight for it to work properly. They told us that the weight bar would cost $1480 and on 1/3/2024 we paid them upfront for the part. We were told it would take 3 weeks for them to get it in. 3 weeks later, we were told it was taking a little longer. I contacted them again after that to get another update and we have never heard back. They stopped responding to emails, texts, calls and voicemails. We want a full refund of the $1480, as they provided us no service what so ever and we never even received the part we had ordered in advance. I have attached the invoice, the receipt of payment, as well as the email chain showing communication on the weight bar. As you can see by the email communication, the last time I ever heard from them was January 30th 2024. They are scam artists that take people's money and then stop communicating completely, to actually provide the services that clients paid for upfront.

  Business Response

  Date: 03/08/2024

  Each product sold by OG Living is one of a kind and bespoke, made by the factory responsible for the manufacture, and shipped as soon as it is produced. The on the very evening this complaint was filed (3/7/24) we learned the product will arrive this coming Monday (3/11/24). We hope to install this part forthwith and make the customer happy.

  Customer Answer

  Date: 03/08/2024

   
  Complaint: 21401073
  
  I am rejecting this response because:

  After a full month of no returned emails, calls or voicemails, OG Living still has not contacted us directly about the part we purchased. They only are providing an update today, due to them having a BBB complaint filed against them. Communication is the most important aspect when working with a 3rd party vendor and we have lost all trust in this company. We only purchased a part. The weight bar was $1480. We no longer wish to work with this company and since we physically never received the part or any service whatsoever, we should be given a full refund. 

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

  Business Response

  Date: 03/26/2024

  The part arrived on the date provided to the customer and sits in our warehouse. Our coordinator tried to schedule delivery and service of the said part (not knowing there was a complaint in this forum). This was refused by the customer and though the coordinator vehemently apologized, the customer still indicated that she wanted a full refund which is being issued.

  Customer Answer

  Date: 03/26/2024

   
  Complaint: 21401073
  
  I am rejecting this response because:

  Below is the email from ******************************* on March 8th, stating that we would receive our refund by 3/22. As of today, March 26th, we have yet to receive our refund. The owner **** states that the part was received by the date OG Living provided, which is not accurate. OG Living told us at the beginning of January that the part would take 3 weeks and then mentioned that the part was delayed and it would be early February. Then we heard nothing whatsoever from OG Living for over a month until we filed the BBB complaint, and at that point we were emailed that the weight bar still hadn't arrived at their warehouse as of March 8th. We demand a refund within 3 business days.

  On Fri, Mar 8, 2024 at 10:56?AM ******************************* <*****************************************> wrote:
  
  Yes ma'am.  Please allow up to 14 days for your refund to process.
  
  
  *******************************
  Client Relations Manager
  ************** Cell
  (877) OGLIVING
  ************** Main
  ************** SW *******
  ************** ****** *****
  www.ogliving.net
  CGC024637 EC13012535
  ME.554562
  *******************************************
  *******************************************************************************
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/28/2024

  This customer ordered a custom part which had to manufactured specifically for her in the factory. She is not allowing delivery or service for the part and suggest we keep the part (which is readily available to her and sitting in our warehouse), and refund her order, after the custom part went through the production process and was delivered to us. This issue could be easily resolved by allowing delivery of the custom made part ordered and we would be happy to resolve this by delivering the part in question.

  Customer Answer

  Date: 03/30/2024

   
  Complaint: 21401073
  
  I am rejecting this response because:

  I am providing a timeline of events for this complaint as a reminder of how long this has been going on as well as a reminder of the fact that OG Living has promised a refund of $1480, by both ******************************* and ***************** on two separate days.

  December 2024 - *********************** & an installation employee visit our house to access the problem
  1/2/24 - We receive & pay invoice of $1480 (invoice is solely for part - add'l weight bar for screen)
  1/8/24 - *********************** at OG Living says the part will take an estimated 3 weeks
  1/28/24 AND 1/30/24 - I email both *******************************/*********************** on status update
  1/30/24 - ******************************* emails me with:  "Hi *******, I just heard back from *****, they were a little behind on the production schedule but it should be done at the factory early next week, they will then ship it to us, and as soon as we receive it, we will schedule your service. I will keep you updated along the way, it shouldn't be long."
  2/9/24 - I email both *** & ******* and I get no response
  2/12/24 - I email both *** & ******* and I get no response
  2/13/24 - I call ******************************* on her cell (as provided on invoice: **********)
  2/13/24 - I call *********************** on her cell and leave a voicemail
  2/13/24 AND 2/15/24 - I call the OG Living ****** phone # per the invoice ***********) and leave voicemails
  2/15/24 - I call the main phone # per the invoice ***********) and leave a voicemail
  2/16/24 - My husband (***********************) calls the ****** and main phone #s and leaves a voicemail
  3/7/24 - I submit BBB complaint after over a month of no response from OG Living
  3/8/24 - We receive our first response since 1/30/24 and ******************************* emails: "Good Morning ******* and ****, I just received notice that we will be receiving your weight bar next week. We have your service tentatively scheduled for Monday 3/18. Sage or I will contact you by Friday to confirm that date and time. Please let me know if Monday 3/18 works with your schedule."
  3/8/24 - I tell ******* we request a refund of $1480 since it has been 66 DAYS of multiple ignored inquiries, ******* finishes up the email communication that day with: Yes ma'am. Please allow up to 14 days for your refund to process.
  3/25/24 - I email ******* asking for an update as it has been well over 14 days
  3/26/24 - ***************** responds in the BBB portal stating a full refund of $1480 is being issued: "The part arrived on the date provided to the customer and sits in our warehouse. Our coordinator tried to schedule delivery and service of the said part (not knowing there was a complaint in this forum). This was refused by the customer and though the coordinator vehemently apologized, the customer still indicated that she wanted a full refund which is being issued."
  3/26/24 - I respond to ***************** that we were promised a refund by 3/22 and by 3/26 we have not received it. I state that we demand refund within 3 business days.

  3/27/24 - We request refund yet again via email to ******************************* as she had promised a refund of $1480 by March 22nd.

  3/28/24 - **** responds in the BBB portal:  "This customer ordered a custom part which had to manufactured specifically for her in the factory. She is not allowing delivery or service for the part and suggest we keep the part (which is readily available to her and sitting in our warehouse), and refund her order, after the custom part went through the production process and was delivered to us. This issue could be easily resolved by allowing delivery of the custom made part ordered and we would be happy to resolve this by delivering the part in question."

  As of 3/30/24, the refund that OG Living has stated will be issued has not been received, refund must be received within 7 days.
  
  Sincerely,
  *****************************

  Business Response

  Date: 04/11/2024

  This was a custom ordered part specifically made for this customers specifications. No refund will be given. Delivery of the custom part is available and service can be provided by others.

  Customer Answer

  Date: 04/11/2024

   
  Complaint: 21401073
  
  I am rejecting this response because:

  As stated before, we were told on two different dates by both ******* and **** that a refund is being issued. To now tell us that you are not issuing a refund, is OG Living going against their word to their customer. ********************** still had not acquired the part by March 8th, when ******* finally made contact with me after over a month of no returned correspondence. From January 2nd when we paid for the part to March 8th is over 60 days and OG Living stated a refund was being processed due to this time delay. 

  After no contact from OG Living for over a month (when they had previously been timely in their responses) and the part still had not been delivered over 2 months from date of purchase, we contacted a trusted screen company. This company installed an additional weight bar in 2 days. No ordering of any special weight bar was required for them to fix our issue. We paid only $550 for the required weight bar, as well as service and installation of the weight bar and new conical stops (which had also been promised to us by OG Living in December during their only visit, as the ones they had been installed originally in 2023 had broken off). OG Living charged us $1480 solely for a part and are expecting us to have a separate company install OG Living's part for additional money (for labor) on top of the $1480. The issue lies with OG Living and their practices and approach in servicing their screen customers. I have attached the paperwork as well from our original screen installation stating that we had a 5 year warranty directly with OG Living for any issues that might come up that require service (such as a weight bar).

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

• Initial Complaint

  Date:02/19/2024

  Type:Order 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.

  Signed a contract with )G Living for installation of three MagnaTrack hurricane screens. I gave a deposit of $11,603. Projected project completion was 4-6 months. When I last heard from OG Living in January, 2024 they could not provide an estimated install date. E-mails sent and phone messages left last week (week of February 12) have not been returned.

  Business Response

  Date: 02/26/2024

  We always try our best and work to the best of our ability to satisfy the needs and concerns of our customers. We hope to resolve this issue with the customer and provide them full satisfaction in the product and installation.

• Initial Complaint

  Date:02/15/2024

  Type:Order 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.

  Signed a contract with OG Living for Hurricane Screens June 1, 2023. Paid a $8100.00 deposit at that time. Was told that the installation would be in November, 2023. That was moved to December and then January. It is now February and according to their latest email, we are not even on the two month schedule. The owner, *************************, sent out a mass email apologizing for the poor communication and delays. Their customer care person, *******, always provides a pleasant apology. Please listen to the long list of complaints, this company should be avoided. They continue to take new business and deposits but are not delivering any product.

  Business Response

  Date: 02/21/2024

  We always try our best and work to the best of our ability to satisfy the needs and concerns of our customers. We hope to resolve this issue with the customer and provide them full satisfaction in the product and installation.

• Initial Complaint

  Date:02/06/2024

  Type:Order 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.

  We have never filed a complaint with the BBB in the past nor did we want to do so in this case but feel the company has left us with no other option.
  
  On 06/30/2023 we entered into a contract to purchase and install a hurricane screen. We provided them a 50% deposit as required. The salesman estimated the installation would be completed no later than December 2023 but more likely in November. The contract included a timeline for each step of the process which concluded with a maximum six (6) month period. We have received several tentative installation dates from December through February and back. The company reps continue to apologize for their installation crews who are apparently frequently ill and causing the backlog which gives the appearance they are using the clause within the contract permitting the extension of time to complete the work based on illness. Over a month ago - the owner, John W* called and said he accepted responsibility for the delays and told us he would get back to us with the installation date. He directed us to contact him directly yet he hasn't answer phone calls, return voicemails or emails. We must compliment Client Relations Mgr, Shannon M* for taking the brunt of what we imagine is a large number or repeated complaints. On 01/30/2024, we were informed we were not on the installation schedule for the next two (2) months. We believe we have been very understanding and practical with a reasonable delay. Based on the other complaints filed here, this appears to be a repeated course of action and gives cause for concern this company may go out of of business without fulfilling their responsibilities. We want the quality product and installation completed for which we placed the deposit without further delay or excuse and will not be satisfied until it is completed.

  Business Response

  Date: 02/21/2024

  We always try our best and work to the best of our ability to satisfy the needs and concerns of our customers. We hope to resolve this issue with the customer and provide them full satisfaction in the product and installation.

  Customer Answer

  Date: 02/23/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  While the business has indicated they “hoped” to satisfy the complaint, they have not done so. We have not received the installation of the quality product they promised nor have we heard from them.

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

  Business Response

  Date: 03/12/2024

  Mr. ****** is actually at the top of the production schedule. As always, we try our best and work to the best of our ability to satisfy the needs and concerns of our customers. We hope to resolve this issue with the customer and provide them full satisfaction in the product and installation.

  Customer Answer

  Date: 03/20/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: No installation. According to the "proven process" the maximum period for production of the screen was to have occurred no later than September 29, 2023 based on our order (that was 6 months ago.) We are now 9 1/2 months from the order date and still no installation.
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 05/14/2024

  Our CSR has been in touch with this customer about their install and schedule and when all is said and done, we hope to completely satisfy this customer with their product. We appreciate their understanding as we continue to make strides and progress with the installation back-log, and this customer remains at top of the schedule going forward.

• Initial Complaint

  Date:02/02/2024

  Type:Order 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.

  deposit paid 4/17/23 for construction of patio with louvered roof. Project manager was sent copies of plans outlined and agreed upon with sales person. Deposit in amount of 50% down was required to move to next steps. Project mgr visited site and requested plan changes then later indicated structure promised by sales person could not be built as outlined in the plans. Given inability to proceed as expected project was halted (before any construction) and deposit refund requested. Contract indicates fully refundable prior to engineering of materials. Company has failed to pay deposit back even after multiple calls, texts (one example below) and even demand letter from attorney. Help requested.

  Business Response

  Date: 02/16/2024

  Though it's rare that we would have any cancellations (among several hundred customers each year), there are always a few. We always try our best and work to the best of our ability to satisfy the needs and concerns of these customers as well, and to date, short of working out any issue with any customer that wishes to cancel, we've always provided a refund according to the terms of the signed agreement. We hope to retain this customer and provide them full satisfaction in the product and installation, in the event that remains possible.

  Customer Answer

  Date: 03/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: The response provided is not sufficient. I do not wish to continue efforts with this vendor towards a new patio structure.  Resolution needs to be refund of my deposit according to the contractual agreement. 
  

  
  

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

  Business Response

  Date: 03/29/2024

  This customer's refund is being processed.

  Customer Answer

  Date: 03/29/2024

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

  Customer Answer

  Date: 05/16/2024

  
  
  Complaint: ********
  

  I would like to please reopen my complaint submitted 2/1/24 (ID ********) against OG Living, LLC. I accepted their last response 3/29/24 after being told my deposit refund of $30K+ was in process. As of today (5/16/24) this refund has not been received and I have had no communication from this company. Thank you. 
  

  Sincerely,
  

  
  
  
  Jeana Obrien