Complaints
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:04/16/2024
Type: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 had Sonoran Retractables install an electronic awning in April of 2022. When the steel beams were installed they were raw/ not primed. The men told me they used a primer they hadn’t used before. It clearly was not the right primer because the oil seeped through. I complained and they came back and ground it off. They reapplied something else and proceeded to paint it. The next spring we noticed the paint had bubbled everywhere and there was rust underneath. Shane, the owner, came out and told me he hired a painter to come and fix it. He repainted some of the problem areas. This spring, the same thing has happened. He came out and told me it was the worst problem he has seen with the steel not being primed properly. I thought he was sending a new painter to fix it and the guys came a month ago but just to assess the issue . They told me it would have to be completely ground down again to the steel and completely start over. I have not heard a word since and they will not return my repeated phone calls. I am at a loss on how to proceed. I just want it fixed right.Customer Answer
Date: 04/24/2024
I wanted to let you know that Sonoran retractable has resolved the issue. I wanted to let you know that Sonora retractable has resolved the issue. It took me filing this complaint for them to send someone out and take care of it.***** *******Initial Complaint
Date:03/20/2024
Type: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.
Sonoran Retractables was paid a 19K deposit in December of 2023 with a 4 to 6 week lead time to receive and install the pergola. They do not answer their phone and have very little followup. We were supposed to get the pergola in February, we then got a response it would be March. NO Pergola and nobody will answer phone or email.
Here are the timelines
Date What happened
9/27/23 Sonoran Retractables quote was provided: Lead time 4 to 6 weeks/50% deposit to start the process
12/14/23 Builder sent the deposit of $19,200
12/14/23 Expecting install by feb 20
12/22/23 After having to ask, Sonoran said they received the check
1/23/24 Builder contacted Shane and the office. No response. Sent an email and finally got a response that the office manager was out. Stated that it was going to production by the end of the week
1/30/24 Contacted Sonoran Retractables again about install on Feb 20th. No Response
2/15 /24 Contacted Sonoran Retractables again via email and phone No response
2/20/24 Contacted again via phone and email
2/21/24 My husband went to the Sonoran Retractables office and talked to them. They supposedly contacted the manufacture who now told them it would not be done until 3/15. Sonoran retractables had also NOT applied for a building permit. They told him and followed up with an email that it would be installed 3/25
3/3/24 Followed up again to make sure everything was on track
3/4/24 Received an email back from Sonoran stating that they had applied for the permit and we were still on track
3/13/24 and 3/14/24 Called office and emailed. NO RESPONSE
3/15/24 I got a response from a separate company that works in the same office space as Sonoran Retractables stating that this person would try to help
3/19/24 Response from person trying to help was the Shane was on his honeymoon and the office staff was out of the office
3/19/24 I called the manufacturer and found out it was put on hold due to lack of payment from Sonoran Retractables….
Business Response
Date: 05/02/2024
We were never contracted by this consumer for this project.
We were contracted by the builder and we communicated with the builder
frequently regarding this project. A deposit was provided by the builder and
returned to the builder when requested. 9/27/23 quote provided to builder.
10/13/23 quote accepted by builder. 10/17/23 provided builder requested insurance docs.
12/18/23 received deposit from builder. 12/22/23 renderings provided to builder
and product ordered from manufacturer. 1/23/24 sent builder info that manufacturer
will have product in production by end of week. 2/21/24 provided builder permit
info and status the manufacturer did not put into production until 2/16/24 and
should be finished and shipped by 3/15/24. Communication was provided to the
builder that Shane and accounts payable were out of town and could not provide
payment to the manufacturer which would cause a week delay until their return.
Once builder was provided this info the consumer wanted to cancel the order which
was communicated on 3/20/24. Builder picked up refund on 3/29/24. We provided a path for the builder to be able to purchase the product directly from manufacturer in order to get this project done for the builder.Initial Complaint
Date:10/16/2022
Type: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 a motorized retractable awning the end of 2019 and approximately one year later, the motor would no longer worked. I worked with the company to have it repaired or replaced since it was under warranty. It took them many service calls and months to determine they needed to replace the motor which they did although it was frustrating that I had to keep calling and rescheduling appointments to handle the repair. I was very patient with this company as the people were nice and seemed to want to give me a satisfactory product.
Now, about 6 months after the motor replacement, the motor is no longer working so I've called them for service again. It's been over a month and they have cancelled or didn't show up for appointments. This past week would have been the 4th appointment and they didn't show, won't return my calls, no contact at all. I've told them I'll pay for the service call or talk to a tech if they can tell me how to at least get me back to manually operating. No word from anyone! I don't know how they stay in business with their poor service track record.
I would like to get this handled soon before my awning blows off the house since I can't manually crank it back in.Business Response
Date: 10/24/2022
We no longer service the phoenix area and the mfg dealer up in phx was unable to keep the scheduled repairs. We sent a tech to finish and fix the customers concerns on 10/20 and customer was satisfied with the repairs.Customer Answer
Date: 10/25/2022
Better Business Bureau:
I received a resolution very quickly after sending you my complaint! The company repaired my awning and it's operating perfect. thanks so much for your help with this issue....****** ****
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