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:02/19/2025

  Type:Order 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.

  Contract signed October ******* with Outdoor Equity Construction LLC OR CCB # ****** for construction of outdoor patio cover. Contract amount $13,284 with $8400 down. The work was to be complete by mid December. Was informed because of fire and health issues work now would be done in mid January. Contact by e-mail and phone calls have been unanswered. On January 24, we got an e-mail advising the company is being sold,, closing on January 31 and new owner will be contacting us. We have asked for status of our project by phone and -mails , last being February 17 and responses, as have been in the past, that message received and a response would be made soon, the same response we get in all our inquiries that never happen.

  Customer Answer

  Date: 03/02/2025

   

  I am happy to inform you that Outdoor Equity Construction LLC has completed  sale to VSGLLC, a Washington limited liability company.  We have a signed agreement with new owner for a refund of our $8400 down payment.

  Although lack of communications with the Outdoor Equity Construction was very frustrating which resulted in our request to BBB to assist,  we are completely satisfied with the agreement to refund our down payment.

  No further assistance from BBB is necessary.

  Thank you for giving this assistance request your immediate attention.

• Initial Complaint

  Date:02/11/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  This business gave us an estimate to install a patio cover for our existing deck on 7/09/2024.We paid them $21,244 at that time with a remaining balance of $13,876 due upon completion of the project. We were told that the materials would come in and the installation would be done early October 2024. At that time, the owner, ******, said that there was a fire and he lost all the inventory.After several weeks of no communication, he let us know that he had our materials and would start the first week of January 2025. 2 weeks later, he said he got the wrong material so he'd have to reorder. Then no communication from him, despite my daily texts, ************** until 1/24/2025 which was an email stating he had sold his company and that the new company would be contacting us soon.Since that time, there has been no communication from him or the "new" owners. We have call, texted and emailed him. We are concerned that all of his excuses are untrue and we have possibly lost our $22,244. Is there anything you can do to help this situation?

• Initial Complaint

  Date:08/05/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  April 21, 2024 I entered into a contract with ****** at Outdoor Equity to install an Acrylite patio cover on my existing pergola frame. An initial deposit of $10,920 was paid via credit card for materials. He told me that it's about 2 months out, but July for worst case scenario for installation. Expecting installation in 2 months (June), I reached out on May 29th via text, June 3rd and was told he had a family death and was delayed and he'd get back to me with an install date in early July. I didn't hear from him and texted on July 3rd. He said materials are dropped off on July 24th and he will contact me to schedule an install. July 26th no response so I texted again and asked when he's going to install. Texted again on July 27th and sent duplicate message to his email sharing my concerns about whether he is legit or not. July 29th he calls me and tells me he had a death in the family, there are medical issues he has and that manufacturers are delayed. We agreed on that call that he would send me an email by 5pm on July 29th that would state the install date in August and that he would provide a full refund if not fully installed by end of August. However, the email he sent did not include that information. It only included that he'd install by end of August with no install date. I followed up again via email asking for him to confirm an install date and his response was that he didn't have my materials and they would be arriving in late August. I responded asking about why he said he had the materials when he didnt. He now says he was confused and he has them, however no commitment to install. He's been verbally hostile to me and is refusing to either refund or deliver the materials. I will pursue legal if he does not refund in full.

• Initial Complaint

  Date:07/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Similar to others, I paid upfront for materials. It is now almost six months later excuse after excuse of delays in manufacturer. I have paid $21,504 for the materials and requested a refund several times Text after text of a date being set then the day comes and goes, no communication just left in the dark. I ask what happened and again told about a delay.

• Initial Complaint

  Date:01/18/2024

  Type:Product 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 September 25, 23 I signed an agreement with Outdoor Equity LLC to install a 28 ft x 14 ft Acrylite patio cover over our deck. I paid a deposit of $10,976 to cover materials. On October 10, 23 we decided to add an additional 4 ft x 14 ft to the cover and paid an additional $1680 (plus $48.72 3% credit card fee) for materials for this addition. I have gotten excuse after excuse about why it's taking so long for installation. I have detailed text messages to show this. I keep getting told that it is the manufacturer that is causing the delay, wanting more detailed planning to assure the structure is sound. On January 5, 23 during a phone conversation with ****** he offered to refund our money. I texted him back that evening and asked that he proceed with that option. Again I am getting nothing but excuses about getting the money back from the manufacturer stating that they already have everything cut for our project. But he was trying to see if he could use it for another project. I wrote him on January 17, 23 stating that I need him to get us our refund by January 25, 23. I have yet to hear back from him.

  Business Response

  Date: 01/30/2024

  Hello - At this point we do not see any reason for a solidified complaint to the BBB due to the fact that I (******) have been working alongside you to arrange for a mutual resolution. We originally accepted the contracting for an Acylite patio cover (free standing at 392sf). ****** then changed the plan to include a further extension to the already-placed order. The payments were sent to our manufacturing company and the jobs were then custom-cut for the customer. Delays were involved on the side of the manufacturer's supply chain. We also had an issue on placing the second (extension) order because the manufacturing company cited that (as this is a free-standing structure) the enlarged plan was not safe without massive steel improvements. 

  We had mentioned the possibility of a refund for the extension of the structure, but not for the entire cover due to the fact that:

  a. The cover has already been custom cut for the client.

  b. Per the signed and accepted contract, refunds on materials are not accepted.

  We were wiling to do a favor for this client and refund the value of the extension to ensure everyone is happy, we understand the supply chain delays and engineering delays are not at the fault of the customer. However, this is also out of our hands. We are happy to proceed with the refund of the extension and drop off the materials for the main (original) cover directly to the home of the customer, if the client no longer wishes to work with us (and find another contractor to assemble the project). Our warranties would be null and void in this case.

  Again, per the signed contract we do not offer refunds on materials, and as we have been very communicative with this client we are unsure as to why the BBB is directly involved. However, we are still happy to be flexible and work with ****** as always. Also, regarding the text messages, we are not open at 7-11pm (or later) especially on the weekends, nor would it be reasonable for us to drop everything at these times to respond to text messages from our hundreds of clients. ****** needs to understand that although she is very important (as are all of our clients) we cannot be expected to answer texts at late evening hours.

   

  Thank you!

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21163855
  
  I am rejecting this response because:

  Per a phone call from ****** on January 11, 24 I was told that the manufacturer would not release the materials for this project due to concerns with the stability of the cover. ****** stated that he could work on getting us a refund, or continue to wait for them to release the materials. My family and I discussed the situation and decided to just forego the project and ask for a refund. ****** stated he would start this process. If it is truly the manufacturer that is holding our materials, then I don't understand the delays is getting our refund. If there is some other reason for the holdup, I would like to know the reason. At this point I am hesitant to move forward with ****** as it has gotten uncomfortable to communicate with him. He is willing to refund our addition due to the fact that a complaint was filed with the credit card company. The main amount for materials was paid directly from my checking account and therefore cannot be disputed through a credit card company, so the BBB is where I chose to start the process of recovering my initial deposit of $10,976. I should not be held accountable for paying for a product that has not been delivered. 

  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 01/30/2024

  I just spoke to the manufacturer that ****** uses and was told that their company currently has no delays in production and they are currently about 2 weeks out for delivery of product. I was also told that they do not accept payment until the plans are approved and moved into the production process. This means all of ******* excuses stating the manufacturer is the holdup are not true. You can verify this information by calling American Patio Covers at ************. Due to this finding I would expect a refund of my material deposit of $10,976 ASAP.

  Business Response

  Date: 02/13/2024

  RE: *************************
  
  We appreciate the opportunity to address your concerns regarding your recent experience with Outdoor Equity Construction. Your satisfaction is of utmost importance to us, and we take your feedback seriously.
  
  Upon reviewing your complaint filed with the Better Business Bureau, we understand that you are seeking a refund despite our contractual policy regarding materials. We sincerely apologize for any frustration or inconvenience this may have caused you.
  
  As outlined in the contract you signed with us, there is a clause explicitly stating our policy regarding refunds on materials. We want to emphasize that this policy is in place to ensure transparency and fairness in our business operations. The terms and conditions of the contract read:
  
  Terms & Conditions:
  This quotation is limited to the item(s) listed. Further desired options must be discussed with a sales representative and subsequently added to the quotation. Our products are accompanied with a 10-year rain, storm and hail warranty and a 30-year non-yellowing manufacturer warranty honored with appropriate documentation provided at the end of installation by Outdoor Equity Construction LLC. Installation warranty provided by Outdoor Equity Construction stands at a 1 year limited warranty. Projects are covered by all three warranties provided that the client utilizes the entire & complete Acrylite system and the project is not altered/tampered with. Materials are FINAL SALE at the time of down payment placement & acceptance and the colors selected by the client are
  unable to be changed. The remainder of your invoice is due NET 14 days from completion of your installation to fully satisfy payment. We appreciate your prompt payment!
  
  --
  
  We understand that unforeseen circumstances may arise during a project, and we always strive to find amicable solutions whenever possible. However, we are unable to offer a full refund on materials per our signed contractual agreement.
  
  In the spirit of finding a resolution, we would like to highlight the original thing that ****** mentioned: Dropping off materials directly to your home and allowing you to obtain a second-party contractor to install them. In this case, ****** will have obtained the materials that she paid for, as well as satisfying the contract that was acknowledged and signed by the client on Sept 25, 2023 (see attached screenshot and signed contract). 
  
  We value your business and appreciate the opportunity to rectify any issues you may have encountered. Thank you.
  
  
  *********************

  Customer Answer

  Date: 02/16/2024

   
  Complaint: 21163855
  
  I am rejecting this response because:

  There has been no money paid (as of January 31, 24) to the manufacturing company per a phone call made by ****** to the company. If the money has not been used to pay for the needed materials, I do not understand why it cannot be returned?? In order for Outdoor Equity to deliver the product and have us hire someone else to install it my original deposit for materials would need to be paid to the manufacturer. So if the product has not been ordered and paid for, I don't understand why the deposit can't just be returned to me??? Please clarify...

  Sincerely,
  
  *************************

  Customer Answer

  Date: 03/21/2024

  Outdoor Equity has refunded our deposit. We are satisfied with this resolution.

• Initial Complaint

  Date:05/20/2023

  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.

  On approximately January 12, 2023, my wife and I met with ********************* of Outdoor Equity Construction for an estimate to install an Acrylite patio cover on our back deck. ****** measured, then explained the benefits of the cover and gave us some choices for materials. He suggested we call other contractors to compare square-foot pricing. ****** also asked if we were going to get a permit. He eluded to the fact that permits were expensive and troublesome. I later discovered by calling the permits department that our patio cover would only cost one-hundred fifty-four dollars.******** materials and installation pricing was close to fifty dollars per square foot, and they were installing about three weeks from contract signing. We thanked him and waited for an estimate.I called two other contractors to compare prices, and Outdoor Equity had the lowest price and about the same install time. When we received the contract on January 18, I signed and paid a deposit with my Citi credit card, so I would have some recourse should something go wrong.In mid-February, I called ****** to ask about an installation date. He returned my call, telling me the manufacturer's factory located in **************** had been sold. They were in the process of starting up again, and it would be a few more weeks. In March, I began to worry that we'd been scammed. I searched for Acrylite suppliers in ********** and found three. The biggest one was ******** Patio Covers in *********, which supplied other contractors. I asked for a quote for a do-it-yourself patio cover of the same size we had contracted for with Outdoor Equity. The prices were comparable.On April 13, we were fed up with excuses, the delay, and a lack of communication with Outdoor Equity. I texted ****** and ********************* ( see enclosed pdf texts and emails ), wanting our money back. On April 25, I posted a negative review on Outdoor Equity's ******** page, prompting another conversation with ******. We talked on the phone, and he reassured me we would get our cover within two weeks; we were number seven on the install list. The factory had trouble supplying the black aluminum supports since they were in high demand. If we'd chosen a different color, we'd have had it by now. I have since deleted that review, hoping we'd get some action from Outdoor Equity.I also posted the same negative review on Outdoor Equity's Better Business Bureau listing, which is currently available along with other client reviews.I called other contractors to find out if they were having delays. I discovered they were also supplied by ******** Patio Covers and had no delays. Also, ******** Patio Covers ships within two weeks of placing orders, as per their website.On May 5, I called ********************* in *********, **********, since ****** had mentioned they were the suppliers. I talked to the person who handles Outdoor Equity's account to see if they had my order. They replied they did, but Outdoor Equity hadn't paid for it, so it wasn't due to be shipped. They only ship the orders that have been paid for.That's when I texted ****** again and told him I wanted our money back. I didn't receive a text back then and still haven't as of this writing, May 20, 2023.At that point, I decided I should dispute our charge.Through conversations with various contractors, I've discovered several half-truths ****** had been telling me. I want our money back to find a legitimate contractor to install our patio cover. Waiting nearly four months that should have been completed in four weeks is too much to ask for.I have now discovered that Outdoor Equity Construction, LLC has blocked me from their ******** page and prevented others from making any comments.They are misleading, and a scam.

  Business Response

  Date: 07/20/2023

  IN RESPONSE TO COMPLAINT 20084138
  
  
  To Whom It May ******************** has been a problem client since early on in the period of him signing his contract. Please feel free to review the details and the screenshots related to this case. I have more as well, however the system would only allow me to upload a small number.
  
  
  On January 18th, 2023 **** received and promptly signed and paid a deposit for his Acrylite patio cover in the amount of $6,480 (also agreeing to the terms and conditions found in every contract). **** was informed at his initial bid appointment and reminded throughout this process that covers (during this busy period) can take 3-5 months from down payment date until installation date. We then sent his receipt and began the process of writing up and sending the specifications of his custom cover into our manufacturing company. We informed the clients that there's not much to do until we get a drop date of materials and to sit tight in the meantime.
  
  
  We then received a call from **** on April 13th, stating that they were "irate" about the wait and that they wanted a refund. ****** sent a message to their email later that day summarizing the conversation between **** and ******. The ***'s were entitled to three remedies; ONE: to hault the production process of their cover and obtain a refund, TWO: to proceed with the original plan and obtain a update from the manufacturer about a drop date to give some peace of mind, or THREE: to drop the materials directly at ****'s house and allow him to install himself and remove the labor fee. **** agreed via email that he would proceed with option two, to proceed with the original plan.
  
  
  Between the dates of April 13th and April 25th, ****** attempted to call to update the ***'s about the progress of their order with no response. 
  
  
  ****** then received a text message from **** on April 25th stating that he had left a ********* review," of which included defamation including calling us a "fraudulent and scamming" company. **** was then blocked from the ******** profile for slanter.
  
  
  **** then called around, attempted to search for our supplier, and was asking classified questions to patio cover companies. This again smeared our company name as he stated untruths to them regarding the way we do business. He then texted ******, used profanity at him, and demanded a refund. In ******** response, he stated:
  "Hello **** - We have received your request for a refund. A few necessary corrections to your accusations need to be made. Per the initial appointment, the installation of covers/process from down payment date until installation date ranges from 3-5 months depending on many factors. You are still within this time period. You have slandered our business on ******** and the BBB and tried to defame our company. ****** has nothing to do with the installation date, and has been informing me about your correspondence and responding to you in a timely manner. I have never been called or spoken to via voice other than angry/accusatory texts and previously stated online slander. If you had called us and spoken to us directly regarding your concerns, we may have been about to resolve your complaint sooner. Routing to our supplier does not solve any issues for you or us, and frankly is completely inappropriate. We will proceed with your refund request, even though on your signed contract it clearly states that refunds for materials are not possible (which was the down you paid). There is no basis for a credit card dispute simply because of your signed contract and pre-outlined time frame of which you were aware. We are sorry that communication could not have been improved from the initial complaint that you had, but certain clients have been waiting patiently for their covers and we will not rush you in line simply because you are slandering on ********. Please advise to the next steps you see fit."
  
  
  On May 30th, due to the filed credit card dispute by ****, we refunded the $6,480 down payment. We advised **** to cease and desist online defamation or legal remedies would be pursued. We fully believe that we have taken all possible routes to keep ******** happy, however despite our best efforts we could not remediate this client. 
  
  
  He is happy with his refund, and we are happy to have resolved this to some extent. Please let me know if you would like more screenshots than are listed. Some will not attach due to the file size. Thank you!

  Customer Answer

  Date: 07/20/2023

   
  Complaint: 20084138
  
  I am rejecting this response because:

  It's a total fabrication of the facts to put their business in the best light. We are happy with the refund and have contracted with another. i'm tired of dealing with this. It's done and over with as far as we're concerned. 

  
  Sincerely,
  
  ********

  Business Response

  Date: 07/25/2023

  The client has responded that he does not accept the response from us that was sent.

  The client also stated in his response that he is "happy with the refund," therefore implying that ******** is satisfied and accepting of our resolution from our company. 

  Unfortunately, in regards of the claims of "fabrication," all communications have been recorded with this client and we are willing to produce further evidence to the BBB to support the statements. Please advise to the next steps of the closure of this complaint initiated by ********. Thank you!

• Initial Complaint

  Date:09/24/2022

  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.

  Back in March 1st 2022 I paid Outdoor Equity Construction to build patio cover and stair rail. Project is still not fully completed. Multiple times they scheduled a task and almost never showed up. They installed stair rail of different color with multiple scuff marks. This rail still does not have caps. I am senior person and cannot use rail since the posts are sharp as a razor. Last time they scheduled to come over and correct the problem and did not show up again even though I have received 2 text message confirmations and the phone confirmation from the owner of the company. I paid them money in full upfront and that is probably the reason why this company does not want to complete the project.

  Business Response

  Date: 11/07/2022

  Hello!

   

  So sorry, I am just now seeing this email. I am happy to respond to the complaint, as this client and I have been in close contact and her job was completed and finished to her satisfaction on September 23rd. She has been in close contact with ****** (the owner) and I throughout the process. As our business is in the market of patio covers, we expect/prepare the client for somewhat of a lengthy process due to material production times from our manufacturing company. Sadly, I cannot rush one cover to be produced faster than others although I would love to! Contrary to her statement, her down payment was received by Outdoor Equity on July 15th. This falls in line with our standard wait time of about 2-3 months. She also required an end cap (a small piece on the railing) that got misplaced during transport. As a result, we received many complaints and verbal slander toward us online and otherwise. We are happy that the cover is completed, end cap is replaced, and **** is satisfied with the completion of the project. I would be happy to prove timelines through photographs and conversations via text messages.

   

  Thank you!

   

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