Complaints

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• Initial Complaint

  Date:06/26/2025

  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.

  Date of Transaction: 6/24/2025 I purchased an Sunsetter Awning from Bristol Aluminum for $4800 When the estimator came to evaluate the project; he stated the new awning has to be placed directly where my previous awning was. I questioned him about the window and vent, he said it will not affect the motorized placement in the original location. So, based on height, he suggested that a 12" by 10" awning was the correct size. When they came to install the awning on 6/25/25, the installer insisted that the awning had to go a foot higher due to a window and vent. I explained I would have ordered a foot wider if I knew the awning had to go higher, but I made the mistake and let them mount it. Now I have an awning that does not blocked the sun in the evening because it is placed to high. I tried to contact Bristol Aluminin but they are nasty on the phone and in emails. They will not replace the awning with the correct size and fixed the mistake they made. This is what they need them to do:1. Replace the awning with the next size up, it was only the insistence of the estimator that it is the wrong size.2. They promised to caulk the holes from the original awning, they did not do this. 3. They told me they would hide the power cord behind the siding, they did not do that.4. They sold me a side screen, the awning is to high to mount it, the need to refund it.

  Customer Answer

  Date: 07/07/2025

  I have not heard from the business in response to my complaint. They ae nasty, mean people and are not willing to admit their mistake. Please contact ********* Corporate and tell them they have a unreputable dealer and have them work with the dealer to fix their mistake. SunSetter Products
  **********************
  *********, WI 53562

  I also opened up complaint 23541346 to make the process easier for the BBB. 

  

  Business Response

  Date: 07/09/2025

  Response to customer complaint ****** ***** 6-26-25
  From Bristol Aluminum ***********
  Our salesman *** did not say anything specific or say the exact location of installation  of the Sunsetter awning. Customer was told the installer would go over recommendations when he arrives on job site, which the installer did go over on 6-24-25. He explained to the  customer two locations of where the Sunsetter awning could be installed. Customer chose one of our recommendations for install placement and signed a legal placement agreement as well.
  The installer never insisted to go higher, he again gave customer two options of where it could be installed safely and securely.
  As for the wire we told him from the beginning we are not licensed electricians if you want it hard wired you need to call a licensed electrician, he was told on the day of consultation .
  We told him we can swap out his vinyl to replace so no holes show from his  previous  awning. He would not let us speak he would swear and hang up.
  We told him we cannot hide wire behind vinyl as it is not safe.
  We tried offering him several resolutions but the  customer would swear and hang up.
  We also told him we could take back awning at 100%.
  But he wanted to upgrade to a bigger size but not pay for the difference in pricing.
  We explained to him but he did not want to hear it and swore and hung up.
  Customer signed a detailed legal contract; everything he purchased was stated in the contract that the customer signed. 
  ********************************************* did everything we could for this customer.
  customer is not willing to work with price adjustment or work to reconcile.
  ****** ***** was a very hostile customer .
  
  Thank you,
  *** Card

  Customer Answer

  Date: 07/10/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******