Business ProfileforPolar Shades, Inc.

We purchased an automatic roll-up patio shade for approximately $5,000. The contractor hung it, and when it was rolled down, there were puncture holes down the middle of it. They sent a new screen to put installed in the existing roller mechanism. The 2nd screen was sent with zippers and wasnt the right screen for the roller mechanism. A 3rd screen was sent and installed. The screen is 27 long. When it is rolled down and attached to the ground, theres large waves and wrinkles all across the screen. It rolls up crooked on the roller and continues to get worse and bigger wrinkles. Weve sent numerous videos and pictures of the problem, and they will not send anyone to even look at it. Their answer was that we need someone to stand on the side as it goes up and down and guide it. Weve tried that to no avail. There is a 5 year warranty on the shade, and they are not standing behind their product. It was defective from the getgo. We feel that because the housing was left up when the original screen was installed and they only sent a new screen to be installed into the housing, that we never received an actual manufacturer built and installed shade. The original shade was cut out of the housing and then the new shade installed up in the housing by a contractor, making this product a repaired product and not built at the manufacturer. To pay $5,000 for something that doesnt look nice, doesnt roll up properly, and continues to get worse with use is not acceptable. It was purchased in September 2021. Due to the holes in the first one and then zippers in the 2nd one and a 3rd one having to be sent and installed, its only been in used for 6 out of the 12 months weve had it. We just want a new one made and manufactured from Polar Shades and not the defective, repaired shade. Hopeful the BBB can help resolve this problem Thank you ***** & ******************* We have videos and pictures of the shade of you need them