We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Awnings

Rare Retractables

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Awnings.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:12/28/2023

    Type:Product Issues
    Status:
    Answered
    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 *********************** in June 2023 to ******************* a custom Pergola. Paid her 2 checks. 1st check was for $17,000 2nd check was for $10,000 Pergola was supposed to be installed and delivered within 8 weeks after signing the contract. It is now almost Jan **** and I dont have any pergola. She keeps delaying and not being truthful. I would just like my full refund in the amount of $27,000. I would like to move forward with another contractor. She has been avoiding calls, emails, and text. I think her company is a fraud and she scams other clients as well. I saw online a lawsuit against her for similar reasons. Please help me resolve and get my refund back. She also needs to be held accountable and liable for her actions. Thank you. Respectfully,*****************

    Business Response

    Date: 12/29/2023

    Thank you for your help in meditating and resolving this matter. 

    We are Rare Retractables ** . 
    We are a company that specialize in custom outdoor solution systems. 
    we import all product and special orders from over seas. Dealing with 3rd party freight and shipping company . 

    ********************* is a customer that made order this past July 2023. Giving a Start deposit money of $17,000 down payment towards manufacture of his Custom outdoor pergola and shades Unit. Turn- over time for order is 6-8 weeks long for Custom size Fabrication, shipping, and assembly. 

    His unit was delayed due to Port Congestion shipping at the port authority, New Jersey **************.  
    It was until November when Delivery was ready. 
    ********************* then requested a refund from us. 
    We agreed to a refund . Explained to him that refunds are now to be shipped back to main manufacturer, where product has to be checked and accepted a certificate of return receipt. Where they will issue all of his deposit money back . 
    once his deposit is cleared, we are willing to honor his deposit back . 
    ********************* has made order , and since have been very impatient in demanding delivery and service . 

    we will issue his refund in phase of his order. 
    first amount of $17,000.00

    second amount of $10,000 close manufacturing and shipping cost as paid up to date upon contract. 

    we are a honest company that has a numerous amount of customers residential and commercial business project since 2017- present. 

    I understand frustration of ************** due to delay . 
    It is very unnecessary to make accusations and comments of fraud toward our company because ********************* is upset. 

    This is a custom built unit , heavy duty, includes third parties and like explained in his contract, when issues accur of this kind, we will handle to customers best interest to satisfy. 
    But we ask for understanding and patience in these times . . 

    We will be in contact with ********************* to refund his Deposit balances. 

    Thank You for your help

    Sincerely , 

    Rare Retractable Ny
    **** 

     

     

    Customer Answer

    Date: 12/31/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    [Your Answer Here]

    I have tried numerous attempts to reach out to this person and company with no response to when my product will be installed. She just was giving me excuses after excuses and delays.

    After seeing that the companys website is no longer active, the companys business telephone number is not active, and after seeing the actual business space in *******, shut down with a padlock and sign for lease, I was concerned and basically want my full refund back.  After the persons numerous excuses and waiting game, and ridiculous responses from the person. I just cant keep waiting and having my other contractors work put on hold due to this.  

    I contacted another company thats in the same business as Rare Retractables and they stated that they can have the same product delivered and installed in 5-7 weeks. No excuses, no delays, and no unprofessional reasons.

    I am hiring this other new company. So I would like to move on from Seda and Rare Retractables ASAP. I have been asking for my refund and full money back for more than a month now. 

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

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




     

    Business Response

    Date: 01/15/2024

    Dear BBB, 

    Re: *** ***** 

    We have contacted *** *** ***** numerous amount of time to resolve this matter. Telephone / also text message to confirm we have response to BBB! 

    our telephone number is Active. We have reached out to him Via text message ** Date- Friday, December 29, 2023

    Thursday, January 4, 2024 - Telephone 

     

    it is a new year 2024 Our website is under new design to add all 2023 projects , this is reason  is not active !! ** 

    Our phone number is the same , verified ,

    *** *** ****.

    We are no longer at a showroom a* *** ******* **** ******* * *** ****.

    our lease was up December, 2023 with a massive rent increase and we decided no longer to be at this location.
    Currently we are looking for new location with square footage.

    ( This does not concern *** ***** ) This not his business.

    Nothing to do with his contract and Pergola ! 

     

    *** *** ***** is being very Unorthodox about this complaint.

    There is no honesty and Business from Sal. Salem Side.
    *** *** *****  has not once reached us back on email or TelePhone as he states.

    we are ready to settle in payment plan to him for his refund.

    His intentions are not right Path ! 

    We are ready to pay back. To settle , as we said in payment plan . ( He needs to contact Rare Retractables , to accept ) 

    this is a custom , Pergola system . The payment/ deposit he made is for his manufacturing, fabrication , design of project.

    he has to accept refund Affidavit in order to be paid back.

    he has not yet allowed us to speak on behalf of this.

    please contact and reach out to Rare Retractables NY anytime 

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

    *** *** **** 

    Kindly,

    **** **

     

Rare Retractables is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

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.