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:01/31/2024

  Type:Product 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.

  My daughter lost her porch in hurricane ***, insurance didnt cover and we needed an alternative to keep the sun/heat from the two sliding doors that are now exposed plus protection for her animals. So back in July 2023 we contacted Bayside Awnings and the owner, *****, came out. We explained what we needed and she proceeded to tell us that her product would be perfect. It didnt get installed till the end of August and since that time its been repaired numerous times, fabric replaced twice and it needs adjusting yet again. This awning can not withstand even 12 mile an hour winds and its suppose to be rated to 35 mph. We also found out that after the second fabric replace that ***** never gave us the Sunbrella fabric that we paid for ( it is now installed). I was told by both installers( **** and **) that it should never have been installed on the ***** end because of height restrictions. Ive been asking since Oct for a refund but she says that Sunsetter doesnt allow refunds ( they dont but she can). To keep us quiet she said that she was working with Sunsetter to get us a refund but that isnt true. My last contact was Jan 4 to see about the refund. No refund! But she will give it one more shot! Havent heard from her since.. If you could help mediate I would greatly appreciate. She deliberately sold us a product that wouldnt cover the issues we needed covered and she had it installed improperly and wont admit to it. We feel we are owed a full refund but will accept a refund of $7000 (total with install was $7,805.53) With summer fast approaching I need to get a refund so I can find something else to cover her sliding doors. She is alone ( having lost her only son) and she has a debilitating disorder that the heat exacerbates.

  Business Response

  Date: 02/01/2024

  Hello,

  In Response to ******************** complaint, the events she recalls are not accurate. Neither of our installers mentioned anything about incorrect installation. The awning height requirements are over 7 6 that is required. A mixup of fabric which was corrected, the manufacturer shipped the wrong fabric. The fabric tore prior to correct fabric being replaced, we accumulated the labor cost of 2 fabric replacements for ***** as a courtesy. When we went to the customers, daughters house to make adjustments and replace the fabric, the awning was functioning properly. Before heading back for the fabric replacements, the awning had been taken down previously and remounted by someone else they had do siding work. After we finished all adjustments with the sensitivy on the windsensor, we showed her how she can adjust that to her own liking. We heightened the pitch of the awning to help with airflow, and completed the fabric replacement, it met the customers needs and she was pleased, but unsure of what her daughter would think. By no means is this a defective product, it seems to be a matter that the awning was not what she had in mind and is now looking for a more permanent alternative. All of our sales are final, that was verbalized and explained to her. With an act of good faith we agreed to help ********************* in the resell of the awning which we have not been able to accomplish and never guaranteed. The purchase of this awning was to keep her daughter shaded when she wanted to go outside for a smoke, or relax on her patio. The awning sustains wind up to 35 mph, but they were also advised to not leave the awning out in undesirable conditions. If you have any further questions I would be happy to provide more details, photos, or a statement from both of our installers regarding this issue. We are very sorry that the customers are not happy with their purchase.

  Sincerely,

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

  Bayside Awnings

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

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21225692
  
  I am rejecting this response because:
  Obviously we are at odds over this. She see things in her favor and we are stating facts. She never stated any return refund policy nor gave us anything in that regard. We stated clearly that we needed protection for the porch not just an occasional pretty umbrella. In fact we had an umbrella and told her that it wasnt working for our needs. ****, the first installer told us that it shouldnt have been installed on the A frame, she was not privy to that conversation but PJ her other installer stated the same information when she was present.  
  We do not leave it out when there is bad weather but we were sold the wind sensor for the ability to leave it out and if the winds got strong that it would retract the awning. Now shes saying we cant leave it out?!? Its suppose to withstand ************************************************** 12 mph winds and we have video to prove that. We really tried to make this work but we are unable to use this awning but a handful of times. Its not that we just decided that we didnt like it, its that it is useless. If necessary I can hire an engineer to assess whether its installed properly. If shes willing to sell it then why not give us $7000 back and she can take the proceeds of the sale. 
  Sincerely,
  
  ***************************