Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/28/2025
Type: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 July 2020 we purchased a motorized Sunesta retractable awning from Charlotte Tent and Awning (***) for $5463.43. The awning was installed in September 2020. A copy of the quote and Sunestas warranty, which included a 5-year warranty on the motor is attached. The warranty covered the cost of a replacement motor, but not labor and freight. In September 2024 the awning motor failed. We contacted *** about a replacement. In response *** provided a quote for the freight and labor cost in the amount of $1796.44 (copy attached). In response to that quote, we proposed that the replacement motor be installed by our electrician. *** and ******* indicated that due to safety concerns, they would not supply a new motor.We have identified a local awning contractor that installs and services retractable awnings. This contractor inspected the awning at our home. A quote from this contractor covering the labor involved in installing a replacement motor was approximately one half of the amount of the *** quote. A second quote from this contractor covering both the cost of installation and the cost of a new motor and freight is approximately $200 less than the *** quote covering only labor and freight. This second quote is for a new ***** brand motor which is the brand used by ********We contacted ******* and requested that they provide a replacement motor to our contractor for installation and indicated that we would be responsible for all freight costs and for the return of the defective motor to Sunesta. *******/*** has ignored our proposal.The Sunesta warranty does not require that the labor for warranty replacement be performed by a ******* dealer. The remedy that we are asking for is that ******* supply us with a replacement motor at no cost. We will reimburse or otherwise pay ******* for the cost of shipping the motor to us or our contractor and will arrange and pay for the return freight cost of shipping the original motor back to *******.
Business Response
Date: 05/30/2025
Mr *******,
I wish that I would have been given the opportunity to speak with you directly as I feel we could have worked together on a solution. Charlotte Tent and Awning takes pride in taking care of our customers. I understand that you would like the replacement motor sent to you directly but we must decline this for safety reasons. It is very dangerous to work on a retractable awning and can result in death if dealt with improperly. It must be installed by a licensed dealer of *******. What we can do is have the replacement motor that is still under warranty shipped to us and have our installers install the motor at no charge to you. We will waive the labor and the shipping. I will get the warranty claim with ******* started and call you on Monday with an update and to discuss setting up a time to come out and replace it. Thank you for allowing us an opportunity to make things right.
SincerelyTia
Customer Answer
Date: 05/31/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me provided that it is done expeditiously. I look forward to receiving the call from *** and Charlotte Tent & Awning on Monday.
Thank you.
*** *******
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.