ComplaintsforLiberty Awnings And Shades

• Initial Complaint

  06/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6-1-2023 On 5-18-2023 the installers placed my awning on the lower panel of my back wall stating they had to because there wasnt any 2 x 4 for a connection. It was supposed to be installed on the top panel where the antenna wire is coming out of the house. Both the salerep and the measurement guy agreed that the top panel could be used, no problem.Right away a red flag waved, it didnt sound right..why do 2 x 4s stop midway up the back of the house and not go directly up to the roof? I knew if I made a fuse, there is already damage to the panel used so I wasnt sure what I was going to do, especially since I just had shoulder surgery and was recuperating from the massive pain.After steaming for a few weeks, which allowed me to now use my left hand to type, I realized those installers not only just BSd me, but they also made the decision to change the panel without my consent. Had they told me there was a problem, we could have delayed the installation until we spoke to the measurement guy to find out for sure if the lower panel had to be used or not, thus not causing any undue damage to any panels. I am the only one to authorize changes to the original order, not the installers. How dare they make those kinds of decisions!! That panel is NOT where I wanted my awning, even if there is a 6 difference!!On 5-23-23, I sent the salesperson a text of my unhappiness. To date, I havent heard back from Liberty with an explanation, apology, or credit to my credit card. This tells me Liberty thinks its ok for their installers to make decisions on behalf of the customers who are the ones paying $6033 (Inv *****) for this awning, not the installers! Now I am really pissed!!

  

  Business response

  06/08/2023

  I'm so sorry for the late response, the owners were out of town. We are reviewing the matter and will be in contact with the customer shortly.  Once we have spoken with the customer and assessed the situation, we will submit a more formal response.

• Initial Complaint

  08/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My awning is 8 months old and un useable. I paid extra for a device that would retract the awning in high winds and with all the wind this summer it never retracted,I had to do it. I called for service and the guy that came changed it from a 9 to a 3 and now the awning goes half way open and retracts. My awning after service is not useable. When I try and get service I am sent information as to how to correct it myself. My product is under a 2 year warranty that I am supposed to correct. Now today they are telling me to get on a ladder and change batteries. All I want from this company is a working product, it cost $7000.00 so it was no little purchase. Once the awning retracts it will not work for 30 minutes. The repair man left because of the 30 minutes and tells me what to do if it doesn't work,is this service?I just need a service person to give me the time it takes to have a working product. I have called multiple times and left my number for ******, with no return call. I put in another ticket and got an email with a PD as to how to correct the problem.The problem with this is we are physically unable to be on ladders and would have to hire a handyman to assist me with a product on warranty.

  

  Business response

  09/08/2022

  ********************************* met with a representative from our sales team and signed a contract for a retractable awning on August 13^th 2021.  Although we require the customer that signed the contract to be there at the time of installation to confirm what was order is received in the condition that they ordered and to get orientation of how the product works and do the initial set up of the pitch of the awning, the limits on the remote and the sensitivity setting on the motion sensor, ******* was not there and someone else received the product and went through the orientation on December 16^th 2021.  We were then contacted by ****************** on July 22^nd 2022 stating that the awning was not retracting in the wind.  Please see the signed form that we use for orientation at the time of installation that states specifically that The installers have left my awning in the position that is satisfactory and meets my needs.  I understand that I will be charged a standard service rate of $150 if I need an extra trip to make motor or sensor adjustments.  Regardless of this signed acknowledgment, Liberty opted to schedule a courtesy service, free of charge, to adjust the sensor and give ****************** a product orientation, however, again, he was not there at the time of service but the service was performed and signed off on by the same person that was there for the initial installation (please see the signed service order).  The sensor has been tested and is working exactly as it should and is not defective.  Liberty is happy to come out and adjust the sensor again but ****************** will need to pay a $99.00 service fee and we highly recommend he himself be there to direct the service and receive product orientation.

   

   

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Im not sure I can rewrite it. I placed it under their reviews thinking this is where I file

  

  Business response

  08/03/2022

  Liberty Home Products, LLC has been made aware by the customer that they have yet to acquire all required permitting from the city,which they agreed to do contractually, we are waiting for the customer to provide ********************** with that permitting before we can begin the installation.

  Customer response

  08/04/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************/******
  
   
  

• Initial Complaint

  06/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted liberty via their "service request" we site 8 days ago to have them come out and repair my power retractable awning they installed 11 months ago; it doesn't work. They request this form of contact rather than have have a customer service department that accepts phone calls to make service appointments; a terrible business model. After a week I called Liberty but still haven't received a call to schedule repair. The product is under warranty. I need them to meet their obligation and schedule an appointment to repair their product.

• Initial Complaint

  05/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have four motorized sun screens on our Patio. A motor failed last year and was replaced by the company. This motor did not operate at same speed as the others and did not stop at the same level. We had another motor fail this year. We decided to replace all three of the older motors. We were very explicit in requesting the same brand and model motors as the one replaced last year so all would operate at same speed and stop at same level. The motor were replaced on 04-01-21 for cost of $1561.00. The motors were not the ones requested. We notified sales person ******. She promised to all us back in a week and failed to call. We sent a nice letter to the company owner. Nobody ever responded to us. The motor on the one screen needs to be replaced to match the new ones. ****** was very difficult to deal with and seldom returned calls or emails. We have been good customers for well over 10 years and have referred many others to this company. Thank You.

  

  Business response

  05/17/2021

  Unfortunately, when this homeowner had a motor replaced in her screen in 2018, certain motors were unavailable from this manufacturer and a different size motor was used (as contracted) at that time. When we replaced the additional 3 motors in March 2021 , there was conflicting notes on which motor was used in 2018 and we used a larger motor, (as contracted) but they are different from the motor that was installed in 2018 so, while all 4 of the screens are working, 1 simply moves a little faster than the other 3. On 5/4, we scheduled this motor replacement with the homeowner to be completed on 5/28/21. 

  I would like to reiterate that the homeowner has the full use of the screens and this is simply a matter how quickly the screens retract. I am very sorry it took this long to get back to the this homeowner but we have had a huge surge in the number of services during this time frame and simply had not had a chance to follow up with her concern yet but  service order was written up with every intention to resolve this matter as soon as possible.

   

  Thank you very much and please let me know if you have any further questions. 

   

  ***** ****

  Service Manager

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