Complaints

This profile includes complaints for Shade & Shutter Expo's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Shade & Shutter Expo

  3147 Fred Nash Blvd Myrtle Beach, SC 29577-6740

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  Shade & Shutter Expo

  3233 Highway 17 Byp S Myrtle Beach, SC 29577-6689

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.

• Initial Complaint

  Date:02/29/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Back in 09/08/2017 we purchased a Pergola for $5000 from Shade and Shutter Expo. The pergola was sold with the promise of keeping the area dry. We feel that when the install size was changed from 8 ft. width slat install to 12 ft length install, the sagging slats may have contributed to the wetness. We only had an 8 inch dry area in the center of the pergola. In addition, the columns do not clear my windows as they would have with the 13 ft size. The wet patio issue was never resolved. The pergola did not provide the dryness promised. We had to order a new motor early fall 2023 for the 2017 Pergola. *ong lead time and no call when it came in. We went to showroom & the owner showed us a product for $3540 that will keep our patio dry. After a long lead time, I called and scheduled my own install on January 8 for the already delivered product. We reported immediately to the business that the newest product was not working well with run off. We asked if the roof had pitch & by email we were told that it did. We sent a picture that showed otherwise. Then checking with the distributors, they recommend a 3/12 pitch.. The owner offered to install an * or move the columns to address pitch. We learned that the * will not address the pitch so we are now asking for columns to be moved. . He will not discuss the columns offer but has rescheduled to come out on March 20 which is another month delay. The last visit, he did not show or call and I had to call the store. Since it is so difficult to get on the schedule for a new install, we are concerned that our problem will not be addressed in a timely manner. Since getting the resolution has been delayed, we are concerned that this pitch situation will never be resolved as the pergola was not resolved. For this reason, we are sending a certified letter with more detail asking for a full refund of $3540.I have a paper & electronic folder of all email communications and concerns.

  Business Response

  Date: 03/10/2024

  We had an appointment to meet with the customer for a Friday and had to reschedule for the next day.   I as the owner went to there home to address there concerns. We discussed the possible options and the home owners made a decision on what work they wanted to be completed. After leaving the homeowner emailed with additional question and request.  I asked if they wanted to hold of on the work they  requested. They asked for information on the pergola manufacture and the company that manufactured the roof panel.  I provided them with the requested information. They requested that the work be put on hold until they contact the roof panel manufacture. There was many additional question by email.  I requested that I return to there home to discuss there conserns. After the appointment with the customer I can provide more information.

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 21365873
  
  I am rejecting this response because:  We were told by email that the new covering was installed with a pitch.  The manufacturer suggests a 3/12 pitch or the roof may leak at seams.  The tape on the seams was already coming up only a month after install .  This new roof did not solve the patio problem and does not work as well as the original pergola underneath.  The slightest rain brings streams of water between the roof and our windows which are hard to clean due to the poles resting against the windows.

  The owner was to come to our house and we understand emergencies but we were not informed of the emergency until we called them.  We also had to call to get our new product installed and we scheduled the install.  I was told the product had been in.  It is difficult to get an install when a customer has an outstanding balance so we are concerned that we won't have a resolution in a timely manner.  Also, we told the owner by email that he could put a pitch on the roof but he wanted to come back out to see what he just saw.  The only change is that the water problem is getting worse.  The owner did not schedule a return visit until March 20.  

  We contacted the Shade  and Shutter company right away when the new product wasn't working as advertised.  We wanted it in writing since they claim that they didn't know the original pergola was not keeping the area dry.  We believe that the change made in the install on the original pergola putting the slats long ways instead of sideways contributed to the wetness problem.  In addition they cut down the size we ordered since the long wise slats could only extend 12 feet long and we had ordered a 13 foot pergola. With changing the size, our windows are covered by the poles. However, the pergola underneath performed better than the the new product put on top of the existing pergola.  We don't want to be out an additional $3540 with two products that do not deliver dryness.  The new product is really problematic in the rain.

  Summation:

  When we first contacted the company about the new product, we were told in writing by email that the new roof had a pitch.  The email response is copy and pasted below:

  On Thursday, January 25, 2024 at 08:31:36 AM EST, ******************************* <*****************************************> wrote:
  Yes the guys said they raised the back side a little extra to help with the rain run off. 

  We sent a picture of the roof with a level on it to prove it did not have a pitch.  We were also told by the installers that the product had a pitch but our picture sent to them showed it was flat with tape peeling off after one month. 

   In addition, there are such long lead times before situations/installs are resolved.  We also had a cancellation without notification. For these reasons, we are still requesting a full refund of $3540 for the new roof insert.  The main reason a refund should be issued is that the new roof does not function as effectively as advertised.  The $5000 pergola underneath functions better on its own than the new insert due to the amount of water hitting the windows.

  This situation will be completely resolved if we get a full refund for the product just installed.  We have not had a dry patio since 2017 and approximately $8,000 later have a patio cover with additional problems/concerns.  
  
  Sincerely,
  
  *** And *********************