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:12/20/2024

  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.

  August ******* we gave ***** *******, owner of Azenco and Syzygy Global (*************************************************), $50,000 deposit for the permitting, designing and construction of an outdoor motorized Azenco Pergola. Syzygy was unable to obtain permits as we live in a golf community with land/building restrictions. We asked for our deposit back in early to mid November. Since then all we get is a run around. On two separate occasions ***** ******* has sent us one one occasion a reference number for wire transfer (1217MMQFMP2K032683) and most recently an image of what he claims is anther "proof" of wire transfer transaction. The reference number and form are either fabricated or incomplete, but presented as proof of transaction.

  

  Business Response

  Date: 12/20/2024

  Good Morning, 

  We are sorry to hear that your project has not been able to be done. We will contact ****** right away and ask them to make sure that the deposit is refunded to you this is what is included in their contracts and terms as we do not know what fees might no be refundable.

  We will for sure, do our best to help you in this process.

  Please give us some feedback in the next few days.

• Initial Complaint

  Date:07/29/2024

  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.

  Azenco through their installer ***** Outdoors installed a auto pool cover in September of 2023. It has never worked. I have tried communicating with ************************* but to no avail. She wants me to communicate with ***** Outdoors and they have provided no information with regards to when the motors will be fixed and or replaced. Both companies have been very difficult to deal with and have been paid in full yet I still do not have an operating system nor a date that they will make it right and it has been almost 11 months. I am also still missing two corner metal pieces from Azenco and have not been informed when I can expect those either.

  

  Business Response

  Date: 07/30/2024

  Azenco team has started to help that customer that contacted us directly since day one, we have even help on the communication with the dealer and give solutions on every issues they had because of bad support for the cover (installed on pavers instead of concrete), provide for free extra extrusions to cover the corners as courtesy because they did not like the finishing of the deck that Azenco does not provide. We have made the communication easy and **************** has personally been involved and answered every communications via emails, texts or calls.

  Several people including the dealer and other contractors have worked on this pool cover and Azenco has tried to provide all the support needed, however as the manufacturer we are not responsible for the installation of the products. The product and its accessories need to be installed according to the instructions to be able to operate properly.

  On July 25th, as this email show it, ************************* has answered to the final customer confirming that it is important to include the dealer in the communication because different emails are sent to either the dealer or Azenco and not including them both all the time and creating discrepancy in the communication. An update on the material that is providing as courtesy has been also done as those are not usually provided by Azenco as standard and has to be custom done.

  The cover works and slide per last communication received, they now have an issue with the motor, however the motors were working perfectly and after that the contractor redo the flooring it is now not working anymore.

  Azenco will continue to answer to all requests the dealer might have and provide supports and warranty parts if needed.

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22058320
  
  I am rejecting this response because: this cover looks nothing like the ones on Azenco or ***** Outdoors website.   All have metal edges.  We have not received a ship date or tracking on the remaining pieces.  There is not enough key strokes allowed here to explain all that has gone wrong in this project.  The motors never worked perfectly.  If your dealer told you that he lied.  It only worked maybe twice with two persons pushing it.  Information on the surface needed was never communicated by ***** to our contractor or us.  When he showed up on Day 1 he changed the plan from a two piece to a one piece opening.  We have placed multiple requests for the motors to be tested and repaired.  No date has been given.  We requested another Azenco dealer multiple times to finish this project.  All ignored.  The fact remains we have a cover that is under warranty and it doesnt work.  Please send another dealer to do the work necessary because ***** Outdoors does not have the skill or professionalism needed to complete this job.  Its been almost a year for a pool cover! 
  
  Sincerely,
  
  ******** & ***************************

  

  Business Response

  Date: 08/09/2024

  As explained during the conversation with Azenco, the corner pieces are NOT provided by Azenco and can be provided by the dealer. Once again Azenco is only a supplier of mechanism and none of the finishing including wood or corner pieces.

  We have given all instructions to test the motors and the dealers gave Azenco's feedback yesterday that the key switch need to be changed and has been ordered to the motor manufacturer. we have not received an order confirmation yet either a ETA.

  Regarding the black pieces done as courtesy, once again, those need to be custom made as this is not something that Azenco provides and the logistic department will confirm as soon as we receive them and will be shipped to the dealer as they have requested it.

  Regarding your request for another dealer, unfortunately we have a contract and so do you with ***** Outdoor regarding this project and unless they refuse to do anything which is not the case right now they are the one that need to finish the job properly.

  Once again, we will provide support to the dealer and any parts needed as we have always done so far to help him finishing the job.

  Customer Answer

  Date: 08/14/2024

   
  With respect, we would again like to request a different dealer complete our project. We do NOT have a signed contract with ***** Outdoors nor does our pool contractor. He only received an invoice which was paid and he received no pre installation instructions regarding the surface. If ***** has a signed contract we would love to see a copy of it as it would be a forgery. ***** has refused to complete our project without blackmailing us to remove our BBB complaint. We have been willing to remove it if they give us a date for repairing the motors which has not been forthcoming as they continue to gaslight us.   Regarding the metal pieces, ***** has requested that Azenco ship these pieces to them for what reason other than to keep us waiting even longer on the motors as a vendetta.  We also respectfully request these pieces be shipped to our home so that at least we can have a cover that looks finished even though the motors do not work.  The first metal pieces were shipped to our home, why can't the two small remaining pieces be sent the same way?  We would be happy remove our Azenco complaint if you can send someone to finish the job and a date that the repairs can be completed in the near future. Again, our cover is under warranty and we are not asking for something we have not paid for well over a year ago.  We do not have an Azenco dealer that is willing or able to complete the job.  

  ******** & ***************************

  

  Business Response

  Date: 08/15/2024

  As previously explained, Azenco outdoor has a contract with a dealer and we need to comply with this. ***** has never shown an objection to do the repairs if the motor, they have requested a part for the motors that will be shipped when the factory of the motors opens again in ****** at the end of August.

  According to our obligation , we have to deliver the parts according to the dealer instructions which has been coordinated with them.
  

  once again, those trim pieces have been done as a courtesy by Azenco and are no parts of our standards and should have been provided as an option by the dealer with the rest of the finishing if this is something you wanted . However, in good faith to assist you we have done it and shipped it has promised.

  as explained, if ***** refused to finalize the job we will take further actions but right now it is not the case.

  Blackmailing us is really not a good business practice moreover when we try to assist for a year and have complied with all your requests.

   

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22058320
  
  We would love to know how we could possibly be blacking you?  You hold all the cards.   We just have a cover that has never worked.  Its under warranty and we have no date as of today for ***** or anyone else to come out.  We have been requesting for months for this project to be completed and for ***** to be replaced since they havent completed the job.  If you have complied with all our requests then why dont we have a cover that works? Why dont we have a date for repairs to be made?  Why dont we have a dealer that will schedule the date ? All we get are excuses. When will we get this project finished and have a working cover?