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Business Profile

Pergolas

Pergola Roof

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 8 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/02/2025

    Type:Product Issues
    Status:
    Unresolved
    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.
    We paid, in full, 167k to have a pergola installed. The install was "complete" in early Oct 2024. The company has already had to return 2x for items that were left unfinished. Now we have a motorized shade that is not working. It is stuck in the closed position and shows no indication of even being electrically connected anymore. We have also requested additional remote controls because ours is working inconsistently. I have reached out to the project manager and team 3 times in the last 3 weeks. I received one response from Erkan saying he would send someone out the following week.... that was now almost 3 weeks ago. I have had no more response and nobody has shown up. I have had to chase this team repeatedly from the beginning of the project. This structure has only been installed 3 months and it is already malfunctioning. I also advised them that one of the lights is coming on by itself. This is clearly an electrical problem and needs to be addressed immediately. This product is under warranty. I have record of my reaching out to them on 4 occasions since December 6th 2024. The company has become unresponsive. My next step is an attorney.

    Customer Answer

    Date: 01/26/2025

    At this time, I have been contacted directly by Pergola Roof regarding complaint ID ********, however my complaint has NOT been resolved because:

    [Your Answer Here] they reached out 3 weeks ago and said they will come out to resolve the problems , however, there has been no further contact since then nor is there a  plan in place to repair the product.  We are still waiting for a resolution. The structure is still not functioning properly at this time. 

     

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.

    Sincerely,

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

    Customer Answer

    Date: 02/18/2025

    At this time, I have been contacted directly by Pergola Roof regarding complaint ID ********, however my complaint has NOT been resolved

     

    The issue has not yet been addressed or resolved.   The company has not come out to make any repairs.  

     

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.

    Sincerely,

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

  • Initial Complaint

    Date:10/22/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Date of Transaction: 3/22/2024 Amount: $10,250.00 (this was for a pergola project pending approval from our building, which was not approved)Company committed to refund $6,750.00 (deposit less design work)Nature of dispute: Company has comitted to providing the refund, we have been emailing and calling and are unable to secure the refund. I have extensive documentation of our correspondence, including emailed confirmation of the refund and repeated promises (not met) to send payment.Has Pergola Casa attempted to resolve the issue? No. We have been chasing them, they have been avoiding sending the funds.I have extensive text message communications with the company covering their commitment to return funds and failure to do so. I can provide these on request if you think it is helpful.Note, the company is known as ************************** and has more recently changed their name to Pergola Casa. My invoice is from Pergola Casa (attached)PERGOLA ******** ************************************** ************* ************************************************************* Pergola Roof:************************************** **************? ****************************** Finally, I would like to receive the refund and also make sure that the BBB lists this company as a high risk provider/not honest.

  • Initial Complaint

    Date:07/10/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    In February 2023 I gave Pergola Roof a deposit to remove an an old screen enclosure and replace it with a Pergola enclosure. At the time of the deposit I confirmed that if I was not able to get the necessary approvals I would receive back the deposit. After many months of trying to get the approvals and being rejected I requested the return of my money in September 2023. Pergola was copied on all correspondences and was as surprised as I was to not be successful. I have not been able to get my money back. I had been told during this period I would get it back. For the past month or so Pergola has not responded to any of my requests.

  • Initial Complaint

    Date:04/19/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 am utterly dismayed by the horrible experience with Pergola Roof. My interactions with them have been nothing short of a nightmare. ****, my initial contact, seemed to disappear into thin air after receiving payment, leaving me stranded in uncertainty. To date, the pergola I ordered is installed incorrectly, despite months of attempted communication on my part to rectify the problem. I am still sitting here with an incorrect project and having paid over $40,000 to the company. Despite my repeated attempts to reach out and solve with them directly over the past 2 years, I was met with silence and excuses. It took months of relentless badgering before any progress was made, including the installation that was incorrect and due to measurements being done at an incorrect address. They then had the audacity to demand more money to rectify THEIR mistake. I have paid for all of the project and still do not have the product, with no resolution in sight. Efforts to escalate the issue with higher-*** like ********************* and *************************** proved futile, as they too either ignored my attempts to reach them or said they would call or email back and did not. Promises were made, promises were broken, and I was left in limbo with no end in sight. It's clear that customer satisfaction is the least of their concerns. Pergola Roof has managed to turn what should have been a simple transaction into a never-ending saga of frustration and disappointment. Save yourself the trouble and avoid them at all costs.

  • Initial Complaint

    Date:02/06/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Lead time that was given by Pergola Roof to me at the time of my first deposit/sale on 02/28/2023 was approximately 16 weeks. I paid $36,900 on that day. sales team clearly knew that there are stringent rules in my township about the land usage for any construction and I proceeded further after their support for the process. After repeated follow *** for months with PR's team about PA contractor licensing status which was not going anywhere, finally *************************** agreed and I had to arrange a local contractor to get the project approved at my township and move forward. The order was put into production after I paid another $18,450 on 09/25/2023. Shipment was delivered to NY port in the last week of October. After repeated follow *** with their senior project manager Exel ***** about the installation date, construction material was delivered to my house the week before Thanksgiving. Installation was not started until 12/14 again after my HOA complaints for keeping all the construction material for more than 3 weeks in my yard with no **************** had to be halted in the first week of January because of a broken glass component during shipment for one of the sides. Since then, I was not given any further update when the project will be completed. Only response that I have received on 01/23 was that their project manager **** ***** left the company and they would update me when they have any update me which sounded not right. Technically they should have known about the broken glass part in November if the carrier has notified during shipment delivery. It's been more than a month since the installation guys told me about this broken glass. All I have been asking for is any tentative timeline for the completion of my project when it is almost coming close to the anniversary date of initiation of the project. Based on their above mentioned delays, I am worried that this project will take another few months easily which was not my original expectation.

  • Initial Complaint

    Date:12/08/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    The firm came to my home multiple times in march **** to sell me a new Pergula roof for my house. We entered into agreement and I paid the initial amount of $18,426 to order the materials. They assured me that my install date would be the Summer of 2023. Late summer 2023 they informed me over email that my install date is pushed back with no date given. I have documented over 36 emails/calls from August- December 2023 and every time they respond with an excuse as to why they can't install the pergula roof. They have gone silent and been non responsive since November 22nd 2023. I am seeking your help to get my installation completed or a full refund on this project.

    Customer Answer

    Date: 01/02/2024

    Better Business Bureau:

    At this time, I have not been contacted by Pergola Roof regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:11/10/2023

    Type:Billing Issues
    Status:
    Unanswered
    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 put a down payment on a pergola installation in April 2023. To date I have not received the pergola. I have not gotten prompt response to inquiries. I have received pictures of product and request for additional payment but no installation. Installation was promised by summer July 2023. At this point not sure if I have been scammed.

  • Initial Complaint

    Date:06/01/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Purchased a louvered pergola for $70,000 last year with a 5 year warranty. The motors which control the roof have failed several times and the company is no longer responding to repair requests.

    Customer Answer

    Date: 06/29/2023

    Better Business Bureau:

    At this time, I have not been contacted by Pergola Roof regarding complaint ID ********.

    Sincerely,

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

Pergola Roof is NOT a BBB Accredited Business.

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