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:07/14/2023

  Type:Billing 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 am hoping someone might be able to assist me in getting parts for my broken awning purchased through a Sunsetter representative (awning price $6,597). My customer number with ********************** is ********. We had our awning installed March 2, 2023. Sadly, after just slightly over 2 months the brackets broke and awning arms were damaged (May 13th, 2023). We contacted *************** Awning immediately and left messages about what happened. It took about 2 weeks for him to get back to us. He apologized for dropping the ball on that. We submitted pictures and they ordered the Gavioato kit on 5/26/2023 from their main headquarters, as the parts were covered under warranty. We did not realize labor was not included in the warranty and requested the part be sent to us to install ourselves. We were told no problem and that we would receive and email when it shipped. The problem is, it is now July 12 (approximately 7 weeks later) and we still havent received the parts. Ive called Sunsetter headquarters 6 times since the order was placed (as that is what the local representative told me to do) but just keep hearing about how offices have moved from here to there. We would just like the parts that we paid the warranty for. If the parts are no longer available for some reason, we would like to request a refund for our money paid for the awning ($6,597) and give you back your broken awning? Thank you for looking into this.

  Business Response

  Date: 08/07/2023

  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 next few days to follow up directly with you.
  
  We appreciate you taking the time to contact us and provide us your feedback, giving us the opportunity to learn from your experience with our product in the field. It is only through this valuable feedback that we can continue to improve the quality, service, and value of our product.

  Customer Answer

  Date: 08/11/2023

  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 here.

  No one contacted us by phone as mentioned. We have went 3 months with no parts for our awning, with no future date of when the parts might be expected to arrive. We would like a refund at this point. Weve spent hours upon hours trying to contact the business via phone and email and appears that they just dont have the parts offered by their warranty. 

  
  Regards,
  
  Saughn *****

  Business Response

  Date: 08/16/2023

  We appreciate you taking the time to contact us and provide us your feedback, giving us the opportunity to learn from your experience with our product in the field. We are actively working on resolving the delay for the Gaviota Upgrade Kit - We apologize for any inconvenience and have place an additional order for a Free Cover, Cleaning Kit and an extra remote to make up for the delay. We will follow up with you once we get the parts order fulfilled and shipped. 

  Customer Answer

  Date: 08/19/2023

  
  
  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. They have finally se t the parts and are sending a cleaning kit and cover for the long delay. I appreciate your help. 
  
  Regards,
  
  Saughn *****
  

• Initial Complaint

  Date:07/14/2023

  Type:Billing 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.

  LODGING A COMPLAINT WITH BETTER BUSINESS BUREAU REGARDING YOUR FAILURE TO PROVIDE REASONABLE SOLUTION FOR FAULTY MATERIAL TEAR IN OUR AWNING. YOU SUGGEST WE PAY FOR A REPLACEMENT AWNING AT A COST OF SunSetter Motorized XL Awning is $1,173.79. THIS AWNING HAS A TEAR ALONG THE **** NOT CAUSED BY LOCATION FROM CONTACT WITH THE CENTER SUPPORT. HIS AWNING WAS PURCHASED MAY 2020 AND INSTALLED AUGUST 2020 BY MR ********* RECOMMENDED BY SUNSETTER COST Total $820.00 SUNSETTER STATES "B. WHO IS ENTITLED TO THIS WARRANTY?This Warranty applies only to the original purchaser who paid for the product and may not be assigned or transferred to subsequent owners. This Warranty applies only to products purchased and installed in the US. C. WHAT ARE THE RESPONSIBILITES OF SUNSETTER PRODUCTS UNDER THIS WARRANTY? Subject to the terms and conditions set forth herein, SunSetter Products will furnish replacements for parts found by SunSetter Products to be defective in design, manufacture or assembly, under each specific component or product warranty as set forth below. **FABRIC is warranted for five (5) years against: (a) Excessive fading under normal conditions if maintained, operated, used, and stored in accordance with the instructions contained in the owner's manual. (b) Mildew on the fabric. Mildew will not form on the fabric itself, but may form on dirt and dust that have not been removed from it. Please see maintenance instructions for proper cleaning-outlined in owner's manual. (c) Excessive cracking or peeling under normal conditions if maintained, operated, used, and stored in accordance with the instructions contained in the owner's manual, and provided that the awning is not subjected to excessive winds or water pooling on the fabric." SUNSETTERS RESPONSE HAS BEEN INADEQUATE ESPECIALLY CONSIDERING THAT WE HAD TO PURCHASE AN AWNING IN 2018 AND THEN, REPLACE THAT AWNING DUE TO A HOUSEFIRE IN 2020, SUNSETTER SHOULD HONOR THEIR WARRANTY AND TREAT THEIR CUSTOMER WITH MORE CARE.

  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 next day to follow up directly with you.
  
  We appreciate you taking the time to contact us and provide us your feedback, giving us the opportunity to learn from your experience with our product in the field. It is only through this valuable feedback that we can continue to improve the quality, service, and value of our product.

  Customer Answer

  Date: 08/10/2023

  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.
  
   THERE WAS NO OFFER MADE! THIS WAS JUST ANOTHER AVOIDANCE TACTIC.
  
  Regards,
  
  *************************

  Business Response

  Date: 08/16/2023

  Thank you for your response. We have updated your order and are sending you a FREE replacement fabric. One of our associates will be reaching out to you to confirm. Please make sure to allow phone calls from outside numbers. As last time, we had difficulties reaching you because you have a blocker on your phone - so we were unable to advise you of our FREE offering. Additionally, we will send you an email to confirm your FREE Replacement Fabric will be shipping soon. We apologize for any inconvenience this may have caused you. Please know that you are valued Sunsetter customer. 

• Initial Complaint

  Date:07/12/2023

  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.

  Ordered a Sunsetter on 4/21/2023 via a dealer, but 13 weeks and counting later I am still pending to receipt of my Sunsetter. Since 5/23/2023 I have been told shipping issues. When I ordered my Sunsetter I was told 4-6 weeks. I have contacted Sunsetter and they will provide me no information as mine was ordered through a dealer. I have requested a supervisor contact me and they have not. I requested a ******** Service Supervisor contact the Dealer Placement Serv. ***** and then provide me my products shipping details...they would not. This is not good or proper customer service because ultimately I am the customer and ********************** is the provider. This product cost me over $8,000. I want to hear from Sunsetter on what they are doing to get my product to my dealer, and what kind of compensation I will be receiving due to their latency on getting me my product. I have ordered two custom dinning chairs from Furniture Mall of Kansas on 4/29/2023 and I picked those up on 7/8, 10 weeks after ordering including shipping time.

  Business Response

  Date: 07/18/2023

  Good afternoon,

  **************** ordered and paid for a SunSetter awning through an independent dealer (not through SunSetter directly).

  The order was placed with SunSetter on May 15, 2023 and Shipped on May 22, 2023 (see screen shot attached).
  The order was then misplaced by Tforce until it was delivered on 7/12 to the dealer. (see screen shot attached)

  I confirmed with the dealer on 7/18 the dealer had reached out to the customer to discuss installation and he is hoping to install July 22, 2023.

  Thank you

• Initial Complaint

  Date:06/12/2023

  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 had a Sunsetter Awning installed by on of the Sunsetter dealers and after it was installed, it was too short. We called them to report it and the owner and the salesman came ***********. The owner became enraged and began screaming at my wife and I and stormed out of our yard. He then threw something into his truck and began using profanity. All of my neighbors came out and heard all of this. We live in a senior community and we are seniors and we are extremely concerned about this situation. We do not want this dealer back but we would use another Sunsetter dealer.

  Customer Answer

  Date: 06/12/2023

  I have not heard from the business in response to my complaint.  They have taken no action on my complaint.

  Business Response

  Date: 06/12/2023

  We are very sorry to hear about the difficulties you recently experienced with the installer for your awning. All SunSetter Dealers are independent businesses not affiliated with or controlled by SunSetter Products LP.
  We can provide you with information for a different independent installer to work with in your area. These are independent companies, and they will bill you directly for their services. 
  
  However, you do not have to go through a dealer to service your SunSetter. It will not affect any remaining warranty. All SunSetter products are made to be serviced by their owners with assistance of a handy friend or relation when required, and many satisfied SunSetter owners perform their own maintenance and repairs.
  
  SunSetter provides dedicated technical support year-round at ************, including convenient ordering of replacement parts.  We provide live walkthroughs to SunSetter owners of all skill levels and would be happy to assist you when you call us.
  
  We also have all of your support manuals available online via the Owner's Corner Tech Support page at ******************************************.
  
  

  Thank you for your feedback. We will reach out to your place of purchase to gain a better understanding of what happened and provide feedback. We apologize for any inconvenience this experience has caused. 

  Customer Answer

  Date: 06/12/2023

  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,

  ******

  I was sent this dealer by Sunsetter ************** you are telling me that you will not stand behind the product and you want me to incur even more costs?  I  already spent $5500 and received the incorrect size awning. 

   

  Business Response

  Date: 06/12/2023

  Hello ******,

   

  Thank you for your feedback. If you require a replacement/exchange for a different size awning you will want to reach out to your place of purchase. Our records show that you purchased a 13ft Sunsetter Pro Awning through an independent business named ***************** at ********************************************** -- **************. You may contact them directly with any inquiry regarding an exchange/return. 

  Please note these dealers as outlined in the Disclaimer statement, are independent businesses not affiliated with or controlled by SunSetter Products LP. The Dealers set their own pricing and all agreements and services, including installation, negotiated between the customer and the dealer do not involve ******************** LP and cannot be adjusted or changed by SunSetter Products LP.

  Thank you.

  Business Response

  Date: 08/07/2023

  Thank you for your review. We are very sorry to hear about the difficulties you recently experienced with trying to contact an installer for your awning. . We have reached out to this business on your behalf and one of their associates will attempt to contact you in the next few days to follow up directly with you. All SunSetter Dealers are independent businesses.
  
  We appreciate you taking the time to contact us and provide us your feedback, giving us the opportunity to learn from your experience with our product in the field. It is only through this valuable feedback that we can continue to improve the quality, service, and value of our product.
  
  -Sunsetter ************* Team
  
  

  Customer Answer

  Date: 08/07/2023

  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.
  
  I will wait to see what the business cubes up with as a remedy to this issue before releasing my complaint. 
  
  Regards,
  
  ***********************

  Business Response

  Date: 08/08/2023

  Hello ******,

   

  Thank you for your patience & understanding. Please continue to work with the dealer that you purchased your awning from - for resolution to the issue. 

   

  - SunSetter Customer Care