Business ProfileforNew View Retractable Awnings

On April 3 2021 I ordered a motorized awning for which I paid $ *****. The motor of the awning had a 5 year warranty. In May 2023 the motor stopped working. Following the procedure set by the seller I troubleshooted the problem with their technician, who eventually told me that the motor needed to be replaced. Since then( May 2023), I have tried in vain to contact ****************, the person in charge of Service and also CEO and President of the company, to request the shipment of the replacement motor under warranty. **************** did not respond to my emails or telephone messages. Eventually, I threatened them to file a complaint with the BBB and they did indeed replay proposing a convoluted process for which I have to send the motor to the motor manufacturer, which will then send a replacement motor the them and they will send it to me. Considering their past behavior, I am afraid this process will leave me with an expensive unusable awning. Please note that even to operate the awning manually the motor needs to be installed. Actually, the motor is needed to keep the awning components together.The following pdfs documents are attached 1-copy of purchase order 2-copies of several emails exchanged about the motor replacement.I clearly stated that I will send the faulty motor back as soon as they deliver the new motor so they can get the warranty from their motor supplier.