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:09/14/2023

  Type:Service or Repair 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.

  In February I hired Patios Plus to remove an old patio cover and replace it with an aluminum one.
  They came out and did the work. When we started having heavy winds I heard loud banging coming from the patio. When I went to check it out the south side of the cover and 1/3 of the front roofing was not attached. I looked and saw that the screws were not attached to anything. I called to report this and left messages. The landscape company I was working with and recommended Patios Plus called numerous times with no luck. Finally the landscaping company sent someone out to screw down the south side. The center section is still not attached and continues to raise up in the wind. The handyman the landscape company did what needed to be done to attach the side but had to put screws in from the outside. This is an obvious difference from the other side, I have called and emailed requesting that they replace the side panel and attach the roof correctly. The one time I was able to talk with someone they promised to be out by the end of the week and that was 2 months ago. I emailed this week and again have not gotten a response.

  Business Response

  Date: 09/29/2023

  we have no record of ms.******* calling or text or email from her recently we did however talk to landscaper who damaged one of the posts and we purchased it from our supplier and sold it (at cost) to their handyman so it could be replaced,We would be happy to stand by our lifetime guarantee and take care of it. we do ask that she makes an appt. and does so in writing(email or text)also feel free to call ******* at *** *** **** and make appt .******* has been briefed on current situation and will be happy to book her asap and get this repaired or replaced as needed

                                                                                                                                                 **** ********

  Customer Answer

  Date: 10/01/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau®: I have called the number given and have also sent a text (Oct.1) requesting them to contact me to set up a date for repair/ replacement of my patio cover. My contacts have gone unanswered before. If they follow through I am happy with the resolution.
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  Regards,
  
  
  
  ****** *******

• Initial Complaint

  Date:08/15/2022

  Type:Product 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.

  I saved for many years for my patio and after spending $8076.00 you would think it would be perfect. I signed the contract in March 2022 and understood because of covid it would take a while to get material in. The patio install started in May 2022. The patio had lots of scratches and dents. There was even a screw hole mistake that they didn't fix that was very noticeable. Also one of the posts was falling apart within weeks. Then on the last piece they cut it too short. I waited two months before asking if the part came in and was told it did. They came out to fix all the issues Aug 1st. They painted all the scratches but they are definitely noticeable with the way they painted them. Then they never fixed the side panel that was too short. I unfortunately was not home when they came so I called to see what is going on and left a voicemail. I still have not heard back from them two weeks later. I don't know what to do at this point. I am so frustrated and feel that for so much money it should be done right. I feel that for this poor of a job they should have to give back a portion of the money paid until it is completely finished.

  Business Response

  Date: 08/16/2022

  we cannot get the matterial neccesary to complete her repair,we did receive the matterial but it was damaged in shipping just as we have explained to her, we have been out there 2 times and will go again and repaint wich ever she is talking about we have called her back and will do so again today some of her pics are of things that we have adressed already will let you know when we get ahold of her today 8/16/22

  Customer Answer

  Date: 08/22/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: Hello, I just wanted to give and update. There has still been no contact from them despite them saying in the email that they would contact me. 
  
  
  
  Regards,
  
  
  
  ********* ********

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 09/28/2022

  we will contact ********* today, our supplier is having difficulty getting  the brown material that we need to resolve this ,we will get this taken care of and make sure Mrs ******* is  saticfied with her purchase

  Customer Answer

  Date: 12/13/2022

  I am reaching out again as I have not heard from the company to finish my patio. The prior complaint #********. I have also emailed them a month ago asking for my last payment to be returned until the patio is finished and did not get a response. All I want is my patio to be completed.

  Business Response

  Date: 02/22/2023

  The special order part is coming in on Thursday. We are going to the ********** residence on Friday to put the last piece in place.