ComplaintsforShadetree Cool Living, LLC

• Initial Complaint

  04/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Order ***** on 4/14/21 for 10x14 Equinox Pergola to be installed with fan and lights over patio for 10,712.00. Improper and faulty install. Damage done to our house, rooftop and gutter system. 10ft of existing gutter was removed and no backstop installed which is against code. Repeated calls and attempts to repair the leaking not resolved. Many pics of damage and leaking reported to CEO, Colin, Southeast Regional Director, David, who lives in *********, and provided installer Michael. Had paid a total of 9,212.00. Did receive 300 credit for fan and lights which they couldn't supply according to pictures I was shown. 1/31/22 Mr. L******* advised that it was his understanding that pergola system was fixed and that he would not charge us for the balance of 1,200.00. System is not fixed, continues to leak and further, roof of system has dangerously separated from post. Since Mr. L******* feels problems have been resolved, I have had to contract for proper repairs in an additional amount $3,700.00.

  

  Business response

  04/28/2022

    I had installers go back multiple times and fix and repair system . There was work done to her house after our install that my installers felt affected the leaks . I did give her a total; of $1500 in credits along with a discount on the initial system .

   

  I will contact the customer and offer an additional $1000 to help cover repairs .

   

  Colin

  Customer response

  05/02/2022

  In response to remarks from Colin at ShadeTree.  There has been no work done to my house after the ShadeTree install and “repairs”!  On 10/13/21 – ** ******* was brought in by Michael, the installer, to assess the problem.  They lifted the end of the panels adjacent to the garage,  showing me why and where the water was coming.  I was told it was not my gutter, but the install.  They added more flashing!

  Credit in the amount of $300 was given because the fan & lights could not be provided, according to the pictures shown by ***** **********.
  

  The balance of $1200.00 would have been paid had the install been repaired and completed.   It is coming apart and still leaking.  
  

  I am attaching a basic outline of most of what has occurred from date of contact with  ShadeTree,  April 2021.
  

  I can provide additional pictures, along with e-mails, if required.  
  

  As of this date, I have not heard from Colin.  
  
  

  
  Regards,
  
  ***** *******

  

  Business response

  06/03/2022

  
  Hi ***** ,
  
  I am responding to your email below .
  
  Even though I do not believe ShadeTree is fully responsible for the damages and repair amount , I am willing to send a check in the amount of $2130 which would be the $3330  that you have requested less the $1200 that was the final amount due to ShadeTree .
  
  I hope you will except my final offer and we can resolve this matter .
  
  Sincerely 
  
  Colin L****** 
  CEO
  ShadeTree Cool Living LLC

  Customer response

  06/13/2022

  
  Upon further review, I will accept the $2130.00 offered by Mr. L****** to settle this dispute.  Please advise him of my decision . 

• Initial Complaint

  06/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/14/2020 we signed a contract to purchase an Aluminum Pergola Attached System from ShadeTree at the cost of $12,903.00. The item was ordered and paid for by installments. On 4/24/2021 J**** ********, Operation Manager for ShadeTree and an associate brought the pergola to our house and we paid Mr. ******** $2,000.00 to install the pergola. 1 & 1/2 months later we lost electrical power to our home due to a failure of an underground electrical line caused by ShadeTree’s and Mr. ********’s faulty installation of the pergola. One of the main support post was buried directly over our power line. No call to “****” as required by law was made before digging. USIC the “****” contractor has filed a cms damage control claim #************** attesting to the cause of the damage. We want reimbursement for all are expenses involved in restoring our property. Photos are available.

  Customer response

  07/08/2021

  Please add this invoice to complaint 15599687. This is our cost of repair for the damage that ShadeTree’s negligence caused.  Also included is an estimate for repairing our lawn.Thank you,

  

  Business response

  09/16/2021

  Hi ***** ,
  
  For some reason your emails have been going to my spam and created a delay in finding them .
  The independent installer had a conversation before the installation concerning calling **** prior to install  -- the customer elected not to call and have area marked
  
  Then 30 days after the install is when they said that power went out
  
  the installer was in contact with the customer -- again the installer is an independent contractor that the customer pays directly -- ShadeTree did not bill for the installation services -- I explained this in one of my emails
  
  This is the first time that I have known of the amount the customer is requesting and he has never communicated with me directly as the owner of ShadeTree
  
  How do we know what caused the power outage 30 days later -- could the wiring have been bad , old wiring ect -- what clear cut evidence does the homeowner have . If the installer had cut the line at the time of install would not the power have gone off immediately
  
  Even stating the facts above , I will work with the INDEPENDENT INSTALLER  and come up with a resolution. This installer has done 100s of installations with 100s of satisfied customers
  
  ShadeTree has an excellent reputation as a company for over 20 years and we have provided 1000s and 1000s of systems to customers all over the country .
  
  ***** *******
  CEO
  ShadeTree Cool Living LLC

  Customer response

  10/11/2021

  There is no compensation for the expenses we incurred due Mr. ******** negligence in installing our pergola.  Mr. ******** was suggested to us by ShadeTree for our installation. The quote for installation was listed on the same document as our purchase order and Mr. ******** was presented to us as operations manager for ShadeTree
  

  

  Business response

  12/09/2021

  Hi ***** ,
  
  My attorney and *****s attorney have reached an agreement for settlement  --waiting for documents to be signed 
  
  Thanks
  
  *****
  

  
  

• Initial Complaint

  06/02/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Sold us a canopy in October 2020 but did not install until March 2021 and did not complete the job saying they would be back in a week. Twelve weeks later and they still have not completed the job.

  

  Business response

  06/28/2021

  Hi ***** ,
  
  We have been in contact with the customer .
  
  additional measurements need to be taken and product ordered .
  
  Delays have occurred for various reasons , one being supply chain issues because of Covid -19 .
  
  I did submit a response to this weeks ago -- maybe for some reason you did not receive.
  
  We will continue to do our best and get this project completed .
  
  Thanks
  
  Colin

  Customer response

  06/28/2021

  they still have not done the work. We have been waiting since October 2020 for them to do the work and since March 2021 for them to finish. The email message from them on March 9th 2021 said " Once I get details on when materials will arrive I will get them in ASAP so we can get the drop downs produced." It's been over 3 months since that message.
  

  

  Business response

  08/19/2021

  I have been in communication with the community center and informed them on the timing to get the drop downs installed and timing to order product ( measurements were completed ) . They seemed happy and in fact ***** **** from the center invited me to attend a party they are having .  
  
  I had sent emails to you previously concerning both of these issues .
  
  Thank you 
  
  Colin L******
  CEO
  ShadeTree Cool Living 

  Customer response

  08/27/2021

  I am rejecting this response because: The work is still not done. We are still waiting for the sides.
  
  

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