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Business Profile

Lawn and Garden

Riverstone Industries Corporation

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:04/12/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 a Acacia Gazebo through wayfair in 2018 and the product claims to have a 10 year Warranty. In the product manual it states. "In the Winter months or windy season it is very important that the canopies are removed. They are made from a high quality American milled, dyed, cut, and sewn factory but in high winds there is a high likelihood of damage which is not covered under warranty. " Even though these terms are vary vague i did remove the canopy in the winter. We returned home one day to find that the top of the gazebo had torn off (metal brackets, fabric, etc.). It was completely destroyed. I called the company and filled a complaint which went ignored by the customer service department. I called back and requested to speak with someone else and they put ***************************, the owner of the company of the phone. He proceeded to tell me that in ***** MPH winds it can cause damage that isnt covered. On what planet is that high winds? Everywhere in the country gets winds of up to ***** MPH during almost all seasons. He had no answers other than to suggest that i remove it every time there was supposed to be winds near that ***** This is not an easy thing to remove nor is ***** MPH the definition of high wind anywhere. To me this is extremely deceiving to the customers because it was not clearly defined and the company refused to offer an assistance via the warranty, making the warranty completely useless. To me this is either written to deceive the customer or the owner doesnt want to stand by the words he wrote in the document. People need to be aware of this and the company needs to take responsibility. Offering to let me purchase parts or a new canopy at full retail price isnt honoring your commitment. This could also be a consumer safety concern. If this product is not mean to stand up to ***** MPH winds the public needs to be aware of the risks. It could have seriously injured someone when the entire top of the product ripped off.

Riverstone Industries Corporation is NOT a BBB Accredited Business.

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