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:05/02/2025

  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.

  Sunsetter will not sell me a replacement loop crank because a previous debt I owed them was discharged in bankruptcy. The loop crank allows me to raise the awning when electricity is out. This is a saftey issue.

  Business Response

  Date: 05/23/2025

  Hello,

  Regarding this customers complaint. Our records show that they purchased their awning in ******* and additional purchase for parts were placed in ******* to a total amount due at that time of ******. We set up a payment plant for this customer to complete their remaining balance, and they failed to complete their payments and their account went on credit hold which prevents them from purchasing parts directly through SunSetter and a payment of the debt is not a guarantee that the account will be open for purchases. Direct communication with our account department was made with this customer on ***** and ***** and this matter is currently in the hands of our credit department.

  Please let me know if you have any additional concerns

  SunSetter ************* Team

  ***** ******

  Customer Answer

  Date: 05/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I reject the Sunsetters response. The debt they are referring to was discharged in my 2020 bankruptcy case, and SunSetter is now violating 11 ****C. 524(a) of the **** Bankruptcy Code by refusing to sell me replacement parts because of that discharged debt. Their actions appear to be a continuing effort to collect on a debt that no longer exists under federal law or a form of discriminatory retaliation due to a debt that no longer exists under federal law, both of which are illegal.. I request that SunSetter immediately lift the credit hold and allow me to purchase parts without reference to the discharged obligation.

   

  To Whom It May Concern:
  This letter is to formally notify SunSetter Products LP that your refusal to sell me replacement parts for my awning, due to a pre-bankruptcy debt, is a violation of federal law.
  The debt you referencerelated to purchases in 2019was discharged in my Chapter [7/13] bankruptcy, filed in Bankruptcy Court Name under Case No. Case 20-12442-KCF 
  . The discharge order was issued on 06/19/20.
  Pursuant to 11 ****C. 524(a), the bankruptcy discharge operates as a permanent injunction prohibiting any attempt to collect or recover a discharged debt. This includes indirect collection efforts such as:
  Maintaining a credit hold due to the discharged balance
  Refusing to sell products or parts solely because the debt was not paid
  Conditioning future business on repayment of a discharged debt
  Your response to my Better Business Bureau complaint confirms that you are denying me service due to this discharged obligation. This conduct is unlawful and may subject your company to sanctions for contempt of court, including compensatory damages, attorneys fees, and punitive damages.
  I demand that you immediately lift the credit hold on my account and allow me to purchase parts without reference to the discharged balance. Failure to comply within 10 days of receipt of this letter will result in my filing a Motion for Contempt with the bankruptcy court.
  You may contact me at the address or phone number above with confirmation that the matter has been resolved.
  
  

   
  Regards,
  
  ****** *******

   

   

• Initial Complaint

  Date:04/23/2025

  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.

  I purchased a large free standing awning directly from Sunsetter Products online on 16Mar2025 for the amount of $4,556.94 paid in full on my American Express.card ending in 4004, which processed on my card on 19Mar2025.The product was delivered to me on 05Apr2025 at my home address. I was provided the Sunsetter approved installer, Sunny Day's Awning (*******, **) who came to my home to unpack the product and install it on 15Apr2025, at which time we identified that the awning was damaged (completely broken welding). Installation was immediately halted and I had to pay the installer $480 that day.I have requested and received return authorization labeling and instructions from Sunsetter, where the instructions from Sunsetter are for me to call ONLY their shipper (RXO) to schedule pickup and shipment back to Sunsetter before processing my refund in the amount of $4,556.94. However, *** will not deal.with me to schedule pickup and they send me back to Sunsetter. Sunsetter is not dealing with RXO directly or allowing me to speak to supervision or management. They only take my notes, say they are escalating for management review, but I do not receive any calls back. I am stuck with very large defective product and not getting any action to pick this defective product up.from my home, which is necessary for me to receive my large amount of money fully refunded. I am completely stuck in the middle and out of money and no way to get this resolved through the referred shipper or Sunsetter Products.

  Business Response

  Date: 05/23/2025

  Hello,

  Apologies for the delay in response, I had temporarily lost log in access. I have spoken directly to our shipping team and carrier and have advised to perform a pick-up on the return awning, as soon as the package is picked up by the carrier, we will receive the ** associated with the return and a refund will start processing in our system.

  Thank you,

  SunSetter ************* Team

• Initial Complaint

  Date:09/25/2024

  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.

  I ordered a motorized Sunsetter Awning on 7/31/24. As of today the only way I can use my awning is to hand crank it. I called Sunsetters More Shades for Less when the awing was delivered and they gave me a name of a contractor to call to put up the awning which I did. ****** came out in just a couple of days and put up the awning quickly just to find out that the motor did not work. He charged me $650 and told me when the new motor was received I should contact him and he would come back, put the motor in and finish making any adjustments that needed to be made and tie up the cord. I was told to call ****** and Sunsetter More Shade for Less and explain the motor did not work and they should send me a new one. I did as instructed. Since the shade did not work from the start Sunsetter said they would send me a new motor but I had to pay $53 to get it and when the bad one was returned I would get the money back. I had to call Sunsetter 2 additional times to find out if the motor had gotten lost because I was told I would receive it in 1 week. ****** now says that I have to pay $350 for him to come back out and put the motor in and complete the job from the first visit. I do understand in the warranty that you have to pay labor for replacement parts if it happens later on but if the awning was damaged in transit or at the warehouse that sounds like they should cover the labor cost of the 2nd visit by the contractor to make the awning work as it should have from the beginning. If I wanted a hand crank awing I would have ordered it and saved around $1000. If I had known that Sunsetter does not stand behind their product I would have gone with another company or just kept my umbrella. I do want to mention *** at Sunsetter. He was wonderful and very patient with me as I ranted and raved and told my story. He is an exceptional customer service representative.

  Business Response

  Date: 10/08/2024

  Hi,

  Thank you for your review, your feedback is important to us. Reviewing your order history, we see your purchase for a 12ft SunSetter series awning with cover and wireless wind sensor purchased through Costco. We have reviewed all notations on your account, and we have reached out to your installer, Moore Shade 4 Less, and have inquired further about your product and installation, we will work with them regarding compensation for labor, we will contact you or your installer will contact you further details and confirmation of services needed. Our records show a notation regarding the motor causing fuses to blow, the motors for our awnings are 110 Volt 2.2 amp motors and a standard outlet should be capable of maintaining. We recommend you connect with an electrician to determine if this is normal or typical behavior for your home before moving forward with any repair or replacement. We're going to go ahead and receive your Return Authorization for the returning motor, this process will start your refund of the core charge of 53.00 back onto the card used to process the purchase.

  Thank you so much for your kind words for Ray, we will make sure your praise is passed along to him.

  We apologize for your experience, and we will do our best to assist you with your product and services needed.

  SunSetter Customer Care Team

  1800-670-7071

  [email protected]

  Customer Answer

  Date: 10/08/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22340225, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  I think someone misunderstood my fuse comment. I had a licensed electrician install a plug in the eaves for my Sunsetter to plug in. What I tried to explain is that when the Sunsetter contractor was trying to get it to work we used an extension cord and it blew the fuse in the extension cord when we plugged the awning into it so the extension cord did not work any longer. I had the electrician come back out to test the plug and he plugged in my hair dryer and it worked so the electrical plug is working fine.

   
  
  Regards,
  
  
  
  Mara Hamlin

  Business Response

  Date: 10/09/2024

  Hello,

  Thank you for the additional information, I appreciate the additional details regarding your electrical wiring, I am relieved to know that we can get your awning back to working order. I have reached out to the installer Moore Shade 4 Less regarding labor compensation for your motor replacement. I do apologize, when your initial request came through, I missed some key details in your request regarding the replacement motor and understanding the full scope of your concerns and declined your request for compensation for the replacement motor installation. That was my error, and I do apologize for that. As mentioned in the previous message, I have received your RA for the defective motor, you should be getting your core charge of 53.00 refunded onto the card of purchase. Please note, it may take up to 15 business days for the refund to complete from the date of receipt 10-08-2024, additional delays should be inquired with your card carrier as it may take 3 - 5 days for the transaction to show as available.

  Again, I apologize for my initial misunderstanding of your concern, and I appreciate your patience while I navigate your needs.

  I will be contacting you by phone or email once additional details from your installer have been confirmed. If you have any questions in the meantime, please email me at [email protected], this is my direct email, and I would be happy to provide you with next steps or where we are at regarding your request.

  Thank you,

  Sarah V.

• Initial Complaint

  Date:08/29/2024

  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.

  When awning opens arms make noise and when it closes loud banging noise. The installation company recommended by Sunsetter will not respond to numerous phone calls or arrive at agreed dates for repairs. Sunsetter did not indicate at the time of purchase that the installation would be done by an independent contractor. It is stated in their literature that it would be professionally installed. I contacted Sunsetter and was informed by the customer service person that they had no control over the contractors, and he wanted to give me instructions on how to repair the problem myself. I stated that I was not accepting that solution and I wanted to talk to a supervisor to remedy this problem. That was over *************************************** as of yet. I find it difficult to believe that Sunsetter cannot assist me in remedying this repair problem. The awing was installed less than a year when this problem started. We cannot use the awning as is. I am hopeful that this problem can be resolved so we can use the awning.

  Business Response

  Date: 08/30/2024

  Hello,

  Customer records show a purchase for a 12ft Platinum series (10 year manufacture series awning) was purchased with Roof mount, hood and All-Weather Warranty in ******* through an independent partnered dealer in the area. We do provide a dealer disclaimer, included below, to our purchasing customers, as well as the option to purchase directly from the factory for self-installation, this information is available on our website . The dealer has been contacted on the customers behalf for request for services and dealer has confirmed they will reach out to the customer directly to schedule. However, as independent business, we would be unable to speak to their availability, services offered or pricing, as they would bill directly to the customer. We advise customers to review their purchase contract to determine any labor warranties and services offered at time of sale and we offer support through SunSetter Direct with a technical support team to assist in diagnosis and next steps for repair as well as ordering assistance for parts needed under warranty, we do not directly supply labor, this is the responsibility of the purchaser as outlined in the SunSetter warranty documentation.  The manufacture warranty and All-Weather Warranty are honored by SunSetter, however does not provide cost for labor, outlined in our warranty documentation available on our website and included in the user manual documentation included with the product.

  Dealer/Independent Contractor Disclaimer
  Disclaimer: All SunSetter dealers are independent businesses who buy products from SunSetter Products
  LP for resale to the consumers, and are not representing SunSetter Products LP, and are not affiliated
  with, controlled by, agents of or partners of SunSetter Products LP. All SunSetter dealers set their own
  pricing for the products and services they sell and all transactions between a consumer and a dealer are
  only between these two parties and do not involve SunSetter Products LP as a party except for the
  product warranty coverage as set forth in SunSetter Products LPs standard warranty. SunSetter Products
  LP does not make any representations as to any dealer or its services and SunSetter Products LP is not
  responsible and does not provide a warranty for installation services provided by the dealer. No dealer is
  authorized to make any representations or warranties regarding a SunSetter product

  Thank you and have a great day,

  SunSetter ************* Team

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

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

  Customer Answer

  Date: 09/09/2024

  [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 reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  The service problem has been resolved..  One of my complaints with Sunsetter is that the company does not inform the customer that their product is being installed by an independent contractor.  In the sales literature it states that it will be professionaly installed.   At the time of sale with the representative the customer is given the impression that the installation will be done by a Sunsetter contractor not another company who farms the work out.  When you contact Sunsetter's customer service they tried to give you information on how to repair the problem myself..  Per the service rep * they are there to assist in DIY repairs to their product and that the company has NO control over the installation companies*.  I also filed a claim against the installation company MooreShade4Less and I received a call the same day. from the installer who contracts work from MooreShades4Less and scheduled a time and date to remedy the problem.  He arrived on time and corrected the problem.

  
  Regards,
  
  ***********************

  
  

• Initial Complaint

  Date:06/17/2024

  Type:Delivery 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.

  We purchased a retractable awning on04/11/24 sunsetter PO# ******** shipped through a new carrier RXO with tracking # S70984771 on 05/10/24.RXO said this item was delivered on 05/29/24 to our location and they provided a pic of a awning in our container and claimed it was the item in question. If you cant read the sticker in the pic how do they know ?.RXO has been to our place multiple times and has delivered at least ***** awnings this spring already. Sunsetter said this awning was delivered to the wrong address and had to be picked back up. We never received this awning at our location. As it stands right now I am expected to pay for the materials I didnt receive and the delivery that never happened. Is that a mistake or fraud either way its very poor service and unacceptable

  Business Response

  Date: 06/20/2024

  Confirmation of communication with SunSetter Corporate on 06-18-24 confirmed a replacement order is being shipped.

   

  Hi ********,
  Thank you for reaching out to *******, I sincerely apologize for the issues you have experienced. I have no explanation other than your account has been mishandled and for that I truly apologize.
  
  For the fabric replacement, the new fabric is set to ship today.The fabric production line had gotten a bit behind and I am sorry for the delay.
  The only part of your order that was being held up was the refund for the original fabric ordered as it had not been shipped back yet. The re-shipment was only delayed again due to production timelines.
  
  I have submitted to ***** a refund request for the freight charges on ********. I do see the replacement awning is complete and will ship as soon as the trailer is picked up.
  
  Should you have any concerns in the future, please do not hesitate to reach out to me directly.
  
  Thank you again,
  
  *****************************
  SunSetter
  Director of Customer Service

  Customer Answer

  Date: 06/20/2024

  [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 reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************** Sure Seal Installations ****
  

• Initial Complaint

  Date:06/05/2024

  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.

  We purchased a Motorized awning with a wind protector approximately 18 months ago. This season, when the awning is open, the wind protector closes it within an hour, often sooner. We replaced the batteries to no avail. On May 30th, I sent Sunsetter an email describing the issue and immediately received an acknowledgment. As of this writing, I have not heard back despite reaching out this morning. The awning at this juncture is not usable. The awning and accessories have a 5 year pro-rate warranty.

  Business Response

  Date: 06/07/2024

  Hello Sir or Ma'am,

  Our records indicate that customer ******************* at location ****************************************, purchased a 16ft ft SunSetter 5-year manufacture series Awning in 04-2022 through a local dealer. Our system shows there was no accessory, like the wireless wind sensor, ordered or additional warranty coverage outside of the standard limited manufacture warranty. We also have no indication of contact has been made with us at SunSetter for trouble shooting assistance. The complaint has indicated that an email was sent for technical support or review, and that an automated response was returned, this response states a technical support specialists will reply as soon as a review of their case has been completed. While we offer no official time frame for a reply, we typically respond within ******************************************************************************************************* question at the prorated warranty costs, we would request an image of the wireless wind sensor or receipt of sale to be supplied to us to verify it is the same model we supply with our awnings and add to their order details, as we would be unable to assist with product that is not offered or supported by our company. Regarding return of product inquiry, this customer has purchased through a local dealer, as such, their sales contract is with them, not with SunSetter Manufacturing. We would be unable to assist or advise on the return policy of the dealer of purchase, we would advise the customer to review their sales contract to determine next steps regarding any return or service coverage offered through their dealer. If they have any difficulties in connected with their dealer, we would be happy to provide assistance in reaching out to them on their behalf.

  Thank you,

  SunSetter ************* Team

  Customer Answer

  Date: 06/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The manufactures response is confusing at best.  They offer to assist, and then state they hold no responsibility and tell me to go back to the installer who I am sure will charge to come out and look.  I am also attaching proof of install.  If the manufacture does not want to back their product, I will be happy to escalate this complaint.  Thank you BBB for your assistance.  
  

  << an attempt to send jpg photos keeps getting rejected.  Happy to send to manufacture by email if provided a monitored email address.>>
  
  Regards,
  
  ***********************

  Customer Answer

  Date: 06/10/2024

  Thank you!!

  

  Business Response

  Date: 06/18/2024

  Hi ***************,

  We are sorry to hear about your Wireless Wind Sensor not working. Our records indicate an email reply to your inquiry was sent on Thursday May 3oth from one of our email agents. We are sorry this reply was never received. Please be advised we will have an agent contact you to assist in troubleshooting your Wireless Wind Sensor and please also review our support page support.sunsetter.com for our user manuals for the Wireless Wind Sensor. Please note as well, the Wireless Wind Sensor battery placement isn't a standard placement of batteries, please ensure the batteries are inserted correctly into the housing by matching the positive and negative polarities, not the springs. There is an indicator light on the mother board of the Wireless Wind Sensor that should flash if the batteries are installed correctly.

  Please expect contact by phone from one of our Technical Support Specialists in the next 48 hours.

  Thank you and have a great day,

  SunSetter ************* Team

  Customer Answer

  Date: 06/18/2024

  [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 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:10/31/2023

  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.

  I purchased an awning from Sunsetter about four years ago. I called this August 29th to order a winter cover. Even knowing the tye of awning I have they sold me a cover that did not fit. When I called they told me to ship it back to them and provided a ***** return label. They received the return on 9/29/23. I did not hear anything so I called mid week the following week. I was told it had not been processed as received. On 10/11/23 I received an email that it was received and a refund would be processed. I called later to ask why it wasnt posted and was told it will tale awhile. I sent an email to customer service with my complaint and they emailed asking a good time to call me. No one called. Another email to them resulted in a response how busy they are. I called on 10/24/23 and asked for a supervisor and was told, oh the refund was posted to your card today, no need to talk to a supervisor. I called today to ask to talk to a supervisor and was told there is a note in my file to please process soon. All he could say is it could take up to two weeks. No supervisor was available but one is supposed to call. I've been told a different story every time. It's over a month and they still haven't posted the $123 to my credit card.

  Business Response

  Date: 11/01/2023

  Hello *****

  Thank you for your review. We acknowledge & understand your frustration. We officially issued the refund of $123.34, back to the original form of payment on file, as of 10/31/23. Please understand that it may take the banking system 3-5 business days to process this refund. We apologize for the inconvenience.

  Sincerely,

  SunSetter ************* Team

  Customer Answer

  Date: 11/06/2023

  [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 reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

   

  I thank you for your assistance, it provided the results, I was unable to accomplish with the company. 
  
  Regards,
  
  ***********************

  
  

• Initial Complaint

  Date:10/19/2023

  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 June 18, 2021 I purchased two Sunsetter Easy Shades for my patio. On or about August 2023 one shade failed due to a solar panel defect. I paid over $2000 for both shades and the cost was not divided between the two. The 5 year limited warranty was not discussed with me, a copy was not sent to me as part of the transaction.So the limitations were not disclosed to me. I spoke to a representative on 10/19/2023 and he told me the warranty limits for the 5 year period. When I asked him the limits of the equipment, he explained that the life expectancy was 3-5 years. So the coverage of the warranty was 5 years but not included in the warranty was the statement that "equipment has an estimated lifespan of 3-5 years." This is much different than coverage vs lifespan which is very misleading. For the money I spent, had I knew this, I would never have purchased the product. So I am being charged for the prorated amount of $120. Which I now know does not include labor cost for the installer. The warranty states, SOLAR PANEL ASSEMBLY (solar-powered model) is warranted for three (3) years not to fail under normal conditions if maintained, operated, used, and stored in accordance with the instructions contained with the product.BATTERY PACK (solar-powered model) is warranted for three (3) years not to fail under normal conditions if maintained, operated, used, and stored in accordance with the instructions contained with the product.It was operated within the parameters in the warranty. And you see there is no life expectancy on the actual life expectancy of the product. Again, had I known of the equipment limitations I never would have purchased the product.I am expecting a reimbursement for the $120 for misleading me on the estimated life expectancy of the equipment and the fact that I did not receive full disclosure on the warranty terms which failed to disclose "life expectancy" of the equipment.

  Business Response

  Date: 10/19/2023

  Hello *******,
  

  Thank you for contacting SunSetter Products. We acknowledge your complaint and appreciate your feedback. Unfortunately, we are unable to provide you with any credit or refund due the fact that your purchase was made through an independent business entity - ******* ******* Services. In lieu of this, we did offer you a free accessory (Somfy Tahoma - worth $272) but unfortunately that was declined. Please be advised, this Easy Shade's solar battery has an expected lifespan of 3 years and is warrantied to be free of defects in material and workmanship for that lifespan. If the solar battery fails prior to the end of the expected 3-year lifespan, we will replace it per the terms written in the Limited Manufacturers Warranty. Please review the attached copy of the warranty and the highlighted areas; Section E. 1. (a) & (b), as well as 2. (iii).
  

  Respectfully, 
  

  SunSetter ************* Team

  Customer Answer

  Date: 10/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  They do not address the complaint about the life expectancy of the product which a representative told me was 3 to 5 years.  The warranty is as they say it is.  However, they miss the fact that in the warranty does not speak of how long they actually last.  As I stated in my letter and as I stated to them, I would not have purchased their product if it only lasted 3-5 years.  Spending over $2000 for a system like that is not cost effective,  They did call me today to offer me merchandise in lieu of $120.  They even offered me an additional solar panel which made no sense since I just had it replaced.  The installer has nothing to do with this or the guarantee.  They did tell me they would contact the installer and work out the $120 I believe is owed to me due to their misrepresentation.  I told the installer this and he will contact me to let me know what transpired.  So again I reject their response to your inquiry.
  
  Regards,
  
  *******************************

  Business Response

  Date: 10/19/2023

  *******,

  The battery used in the Easy Shade solar panel is a 12volt Nickel Metal Hydride Batteries. You may do a simple web search to confirm the life expectancy of these batteries: "Typically, NiMH batteries can be recharged hundreds of times, potentially allowing them to be equivalent to hundreds of alkaline batteries in total service over their lifetime. However, battery life is limited to 5 years or less." [Reference: 12volt nickel metal hydride batteries life expectancy - ****** Search.] Our warranty stands correct, it clearly states the customer is responsible for any pro-rated charges on replacement parts after one year. It isn't necessary to include information on battery life expectancy in the warranty - this is not misrepresentation. Please review the attached copy of the warranty and the highlighted areas, Section E. 1. (a) & (b), as well as 2. (iii).

  For any refund requests - please contact your place of purchase, ******* ********************* ************

  Respectfully, 

  SunSetter ************* Team

   

• Initial Complaint

  Date:08/21/2023

  Type:Delivery 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 3/17/23 I entered a contract with a local franchisee for Sunsetter Retractable Awnings, for a Sunsetter Motorized Oasis Freestanding Awning. The delivery date was scheduled for "late April/May". The order included an optional "wireless wind sensor" and, obviously, a motor to open/retract the awning. Total cost was $4,500.00. A $1,000.00 down payment was include on the date of the signed contract.As of this filing, I have yet to receive the motor and the wireless wind sensor. I have contacted the franchisee multiple times. Each time they state that is a supply issue with "Sunsetter Products". I contacted the main corporate office as which time I was told that they are moving their warehouse and they had not received the order from the local franchisee. This information was relayed to the local representative and was told that the information/statement was incorrect. I've asked the local company to reach out to me on a weekly basis to keep me apprised of the status of my order. They have done so.At this point in time, I do not know how to proceed and would like BBB assistance to resolve this issue.

  Business Response

  Date: 08/22/2023

  Thank you for your review. We are very sorry to hear about the difficulties you recently experienced with SunSetter Products. We certainly take your concerns seriously. We have reached out to your place of purchase, and one of their associates will attempt to contact you in the next few days to follow up directly with you.

  Customer Answer

  Date: 08/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]

  As of this date 8/28/23, I have NOT BEEN CONTACTED by SunSetter or it's representative,
  
  Regards,
  
  *******************************

  Business Response

  Date: 08/29/2023

  Thank you for following up. We have again contacted your place of purchase (Styled-Rite @ ************) to request they contact you. Your order number is ******** and is currently in the process of being shipped. Please reach out to your place of purchase for more information regarding your order. 

• Initial Complaint

  Date:08/03/2023

  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.

  I ordered an awning with Sunsetter (order #********). The awning was really delayed and in the end I canceled the order and they agreed. Incredibly they still sent the awning and charged my credit card $646.15 on July 25th. I emailed their customer service and asked them politely to correct this, get me an RA and refund my credit card. I have since followed ** as there was no reply in a week, this time threatening them that I would go to BBB. Still no response. I expect them to give me a full refund and to get the awning back at their expense as the order was clearly cancelled as in in writing with them on an email chain. I really want this resolved soon as they have cost me so much time and money over handing a simple order that was first really delayed, then they made an error on the cancellation, shipped the awning and now do not reply.

  Business Response

  Date: 08/08/2023

  Thank you for your correspondence. We are very sorry to hear about the difficulties you recently experienced with SunSetter Products. We take great pride in our product quality, our service, and especially in the satisfaction of our customers. We regret any unpleasant experience that our customers may have.  We take your concerns and recommendations seriously and one of our **************** associates will attempt to contact you via the phone in the day to follow up directly with you. For now, we have initiated the return and have started the refund process - you will receive a full refund within 14days.