Reviews

Review Details

• Review fromJordaniel B

  Date: 12/01/2023

  1 star

  Jordaniel B

  Date: 12/01/2023

  My Family and I were hoping for a great customer experience with ********************** but ended up disappointed. We met with the sales person in June 2023 to discuss our options. During this meet we discussed our options, measurements were taken, and information was given regarding wait times and financial options. We opted to go with their very enticing 12 month deferred interest option. We were aware of the wait time for materials but when they came to install September 2023, they did not have the right measurement for the power cord and the smart device did not work. We used an extension cord to operate the screen. The installers were very polite and this was out of their control. The very same day of install, the screen stopped working. I then contacted the sales person to voice my frustrations with the experience which they did respond to timely but did not answer all the concerns. I did not receive any updates from the company until November 2023, which they provided a repair date and a loan expiration inquiry. The loan expiration requires a new pull of my credit because the project was not completed. I dont understand how this is my fault. Despite not completing the project, they pulled my credit, causing unnecessary stress and displaying lack of accountability. This oversight reflects poorly on their professionalism, value of customers, and has left me dissatisfied with the entire experience.

  StruXure PNW

  Date: 12/04/2023

  
  I want to take a moment and follow up with you regarding your email and review.  I first want to apologize for the timeline and the installation confusion for your project.  We do not have any control of our suppliers and while I understand that the consumer has a certain expectation we really do strive to set that expectation correctly when we are meeting with them.  We even go so far as to add some verbiage in our contract to help the consumer understand this. I have copied and pasted some of the verbiage from your signed contract, dated 6/9/23 for your review.  I won't bother rehashing the email that you received giving you the options for payment. Suffice to say that we expect payment to be made in full when a project is substantially completed.  In your case, your project has been substantially complete for the last couple weeks.  How the customer pays us is up to the customer.  We offer financing options for our customers should they want to take advantage of them.  The financing is the customer's responsibility.  We never want to create an issue with another pull on one's credit but it does happen sometimes.  Again we cover this up front in our contract and the finance companies cover it in theirs.  If a project exceeds the timeline for financing, which is an industry standard for most financing companies, Sunlight would require another inquiry on your credit.  Again, this was explained in our contract as well as the Sunlight information that you signed when you purchased with us.  Please refer to your Sunlight Loan documents for all of their timeline and pertinent information specific to your loan requirements.   
  
  When the initial installation happened the installer was unable to install one of your 4 screens.  He was mistaken in his measurements.  We see now that the screen will in fact fit and our team will be arriving at your home late this morning, 12/4/23 to complete your installation today.  The team will go over the info with you and once we are completed we will pull the final amount of your Sunlight loan. 
  
  
  Hopefully this answers all of your questions.  Again, we apologize for any frustration.  We will also be sending this email to the BBB.  We see that you gave us a 1 star review and want to make sure everything is clear for them as well.  
  
  
  
  
  
  
  
  
  Delay/Unknown Conditions: I understand that if Structures determines that we cannot perform the work according to our normal professional standards, then Structures can cancel this Agreement by notify me in writing, via phone or email of the cancellation, and return my money to me minus any incurred fees to date. I understand that some of the things that could cause Structures to cancel this Agreement would be incorrect pricing, unforeseen structural defects, or unknown pre-existing conditions to my property. I understand that Structures is not responsible for structural or other defects in my property, and that Structures products do not cure those types of problems. I also understand that the work could be delayed by events that Structures does not control. Some of the things that could cause the work to be delayed would be acts of God, labor strikes, inclement weather, material shortages, shipping damage, my inability to qualify for or obtain financing, supply chain disruption, subcontractor delays, substandard site conditions, delays by local government authorities in issuing or otherwise approving inspections, permitting, or other required authorizations for the work.  
  
  
  
  Financing Option: I understand that Structures offers finance options for their customers. Should I choose to take advantage of these options, the financing is my responsibility once approved. If the financing timeline should run out, the customer may need to reapply for financing, resulting in a hard credit pull, with the financing company for funding to ensure creditworthiness. This has no impact on my balance with Structure. Regardless of circumstances I am responsible for all costs associated with my project.  
  
  
  
  (d) In the event that I disagree with Structures that the work is substantially complete, I agree that I will not withhold more than I0% of the Agreement price.
  
  
  
  

• Review fromMarina S

  Date: 08/15/2023

  1 star

  Marina S

  Date: 08/15/2023

  The struxure itself is beautiful...takes 6 months after you have paid 50 percent of the cost for them to begin the work. The crews were good but the nightmare started with the owner ******************* and his inability to troubleshoot costs that the electricians billed for that were not done. He is abusive and quick to demand his money and projected onto us the very things he accused us of! He actually stated we wanted something for nothing when in fact we wanted transparency in the billing and were concerned at the fraud the electricians billed for. Then **** accused us of having our own electricians do a bad job and his had to fix it. That is a serious lie and we have the receipts and proof. And Long nor the salesman never came once the project was complete to get their final payment and ask if we had any concerns. For a job that cost 44 thousand dollars i think that is a red flag that they didn't even care! **** to how **** angered into his threats and stated he would put a lien on our house as if we weren't going to pay. We said we would pay except the charges that never happened and needed it resolved. He wanted his money! Now!! So we have now got a certified envelope from a lawyer waiting for us at the local post office.. in the mean time we sent a check and certified it as well...the saga continues...and we paid the amount of the final invoice but **** wanted several thousand more. They should get their check wed or Thursday. I would steer clear of this company as the owner has many issues. And there are more companies that offer these structures that act more professional. This has left a bad taste in our mouths...44 thousand dollars!!! And this is how he plays...

  StruXure PNW

  Date: 08/17/2023

  The StruXure is beautiful!  The timeline is clearly spelled out in our signed contract. The customer had a previous electrician do some electrical work that was deemed substandard and not up to code, as there was not an inspection performed by their contractor.  The customer signed a contract with an estimated budget for electrical and due to the inefficiency of their previous electrician, there were items that needed to be redone.  The budget amount was exceeded, per the signed contract, the customer is responsible for overages to this line item.  The customer refused.  They were provided with the bill from the subcontracted electrician for StruXure and contacted the electrical company to discuss the charges.  The electrical company explained the services performed, that were in fact performed, and overviewed the bill and offered to discount their services by 20%. The customers never spoke to the owner and in fact refused to call him. The owner has reached out in several attempts to discuss via email and they have chosen not to communicate directly. The final invoice included the overage from electrical work performed, which the customers are refusing to pay.  We have not received a check.  StruXure has fulfilled it's contractual obligation to date.  Please note there are no workmanship or craftsmanship issues.  The issue stems from their original electrical contractor hired by the consumer. The customer has opted not to pay for work that was completed. The certified mail is a pre lien notice.  StruXure does 1000's of pergolas in 3 different states and has never had a complaint with the BBB.