ComplaintsforAleko

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased an inflatable hot tub for use indoors only - approximately 3 months of the year. Outside of that it is stored away in its factory bag, indoors and safely climate-controlled. After 1 year, the tub's heating element completely failed. They immediately cast me as "out of warranty" but did me a "favor" by allowing me to purchase a replacement pump/heating unit at a discount of $175 (for a $475 tub.) They had no available resources or documentation for servicing the tub, and instead literally emailed me a ******* link to a video of a product nothing like the one I have (and one they were able to identify by model information provided by me.) After "figuring it out", I was able to replace the unit and re-assemble, only to be greeted by severe leaks internal to the new pump unit. They have now completely dismissed my situation as a too bad, so sad, out of warranty.I got 3 months use out of a tub that is literally babied. The company does not pay any attention to what is said or relayed in communication, they do not stand by their product, and they have, on the whole, provided one of the most ruthless and unacceptable customer experiences I've ever encountered.Note: A similar Intex unit I purchased at the same price point 2 years prior is still standing to this day in an outdoor environment in ***********, and it works wonderfully. Stay AWAY from Aleko. Spend your time, money and frustration energy elsewhere.

  Business response

  11/28/2023

  Hello, 

   

  I am sorry to hear about your experience with this product, this is surely not what we want for our customers. 

  This had already been refunded as of 11/14/23. 

• Initial Complaint

  08/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a sauna from this company and it arrived with missing parts and water damage. Including a main support beam, and a damaged wall. The sauna cannot be assembled whatsoever. I contacted them to get the missing parts. They said the parts have to come From ***** and it takes a few months, so Ive waited and waited and waited and have been so patient with this company. But Im sick of them running me around in circles and wont provide any type of resolution. Its now been almost two years and I STILL dont have all the parts they promised me and they refuse to refund my money for a sauna I cant even assemble. Its the worst customer service Ive ever experienced in my life.

  Business response

  09/15/2023

  Hello, 

   

  Currently I am working to find the previous information regarding this matter. 

  This reps this customer was in contact with are no longer at ALEKO. I will update once I am able to find more information on this. 

• Initial Complaint

  08/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought an Aleko awning cover from ******* and after couple months the cover ripped and the sewn in cords ripped and tore tooDefective cover needs to be replaced asap!

  Business response

  08/16/2023

  Hello, 

   

  Could you please email photos of the rip to our customer service, **********************************************************

  Once we have those photos and confirm warranty, we can send out a replacement. 

  Customer response

  08/16/2023

   
  Complaint: 20441591
  
  I am rejecting this response because:

  Picture attached, color faded and hole in the side and straps gone, I have to use bungie cord...

  Send new burgundy cover 20X10

  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a motorized 16 foot RV awning in April of 2022, which was received timely (order #******). The awning was installed and would not work correctly. After some back and forth with customer service, we uploaded videos of the awning operation, and received confirmation from ******* on August 24, 2022 that Aleko would be sending a replacement motor (#********). After waiting for a number of months we were told that there were delays due to manufacturing delays. Subsequent follow up inquires were replied to with similar excuses. ** October, 2022 after no information or any offer of resolution or replacement product, our request for a refund was denied due to the an expiration of the time window to allow refunds, of course delays due to Aleko's conduct, not ours. It is now May of 2023 and we have not been shipped any replacements as promised, nor has anyone from the company followed up or kept ** informed of their intentions. We no longer have confidence that Aleko is dealing with ** in good faith and has our interests in mind, and it appears that it is bulldozing ** in hopes that we just go away, rather than take responsibility for their faulty product.

  Business response

  05/18/2023

  Hello, 
  
  I deeply apologize for all of the waiting you've had to endure for this motor. 
  We are expecting the container which holds these motors to arrive to our warehouse by 6/15/23 and will be shipping out to you shortly after! 

• Initial Complaint

  03/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an Aleko solar gate opener model AR900, in March of 2022. I also purchased the keypad, battery backup system and other installation items for a total of $835.48. I hired a licensed contractor to install the system.After the initial installation the gate opener worked for only 2 days before encountering an issue with it opening. I got in touch with technical support and they were not able to help and did not know much about the product. They referred me to a technician who was only available in the early morning hours. I set up an appointment for the contractor to speak with the tech (****) at 7 am. My contractor finally spoke with **** at 8 and they did a reset. It did now work, and **** said it has to be a bad motherboard. A new unit was shipped out.After installing the second unit a similar issue developed. The key pad did now work either., So we scheduled another appointment with ****. After more troubleshooting **** said it has to be a bad motherboard. All the wiring an installation was viewed and discussed. Everything was ok on our end. Another unit was shipped out.The contrator, at my expense, installed the unit for the third time. More issues occurred, the battery failed, and the gate would only open after multiple attempts and would catch and stop. The contractor did not want to do more troubleshooting and I contacted the company asking for a partial refund, They refused.I had the contractor install another brand and it works great with no issues.I have three gate motors that didn't work. They could never fix the issues. I spent hundreds more on installation and troubleshooting because of their flawed product. When I asked for a refund they only wanted to do more troubleshooting. I got cheated with a flawed product and poor technical support.

  Business response

  05/02/2023

  Hello *****, 

   

  I apologize for the experience that you've had with trying to get this opener system working. 

  I went ahead and refunded that full amount of $835.48 back to you, you will be receiving that back to your account within the next 1-2 days. 

  If you have any further questions, please feel free to reach out. 

  - *************************

  Customer response

  05/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered two awnings from Aleko directly in June of 2022. 1 Half Cassette Motorized Retractable LED Luxury Patio Awning - 16 x 10 Feet - Ivory Order #****** 1 Half Cassette Motorized Retractable LED Luxury Patio Awning - 20 x 10 Feet - Ivory Order # ****** The 20' version installed perfectly and I have been happy with it overall.The 16' one there were issues with the arms, and my installer worked with Aleko to have the arms replaced. On July 12th, 2022, Aleko sent replacement arms but one of the arms was incorrect. On July 26th and again on August 1st this was confirmed with Aleko. On August 1st they placed an order for the correct arm, but it was on backorder. (O# ********) Estimated time to be back in stock was 1 to 2 months. Satisfied that the order was placed, I pretty much gave up that I would have the awning installed before winter.On October 14th I reached out to support to obtain an update. I was informed that there were ongoing manufacturing delays overseas due to lockdown. ***** offered motorized arms where I wouldn't get full extension. I was confused by this as I have the motorized version of the awning, and those are the arms I am asking for. I asked for clarification and ****** S informed me that it would be another 4 to 6 weeks. Resigned, I hoped I would have them by Christmas.Christmas came and went and it's now 2023, and I still have no resolution despite additional inquiries to their customer service. Their last response asked for additional information, but when provided I have yet to receive any reply. (March 3, 2023)I think I've been patient and reasonable, and given Aleko ample time to resolve this issue. I would accept one of the following:1) Ship the **** arm so I can enjoy this product. 2) A full replacement awning shipped so I can enjoy this product I bought last June.3) A full refund of my original purchase price.I am dubious as to the ability to ship the proper part at this point however.

  Business response

  03/23/2023

  Hello ******, 

   

  Again, I deeply apologize for the lack of communication on our end, it is completely unacceptable and your frustration is understood. 

  The good news that I do have is that we are currently expecting to finally have this part back in stock at about 4/15/23 and I have already marked your order to receive expedited shipping so you can get back to enjoying your awning as soon as possible. 

  I understand you've had to wait some time to receive this but we are luckily on the home stretch. 

   

  Thank you for your continued patience. 

   

  - ************************;

  Customer response

  03/23/2023

   
  Complaint: 19639184
  
  I am rejecting this response because:
  

  I want to be very clear, I am 100% appreciative of the response.   I am holding out hope that the part dos arrive in April and is shipped to me promptly.   I am also holding out hope that this is actually communicated to me as described and I'm not just left to wonder what is happening, only to email and still get a lack of a response.

   

  I am happy to acknowledge and resolve this complaint once the part is in hand, installed, and we are able to use this awning!   My only real regret is having to pay my installer for another visit in April.. but he deserves to be compensated fairly for his ongoing effort.

   

  Thanks

   

  
  Sincerely,
  
  *********************

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  iIn April I purchased a motorized retractable awning. In June I burnt the motor out, contacted aleko for a replacement they said yes it would take up to 3 wks. well 3 wks. passed never received my replacement which still under warranty. SO I decided to purchase another ******** and not deal with the drama. I called placed an order in late August and they sent me the wrong motor they sent an outdoor motor. I called to try and get a replacement now there saying not till January. Tired of getting lied to.

  Business response

  09/13/2022

  Hello,

   

  To the BBB Rep. reviewing this message, the customer ordered the correct motor and we sent him out the correct motor, the tracking number is 277444582879 via FedEx, 

  The customer also has never reached out to us, we will be more than happy to help them out! They can email us at ******************************** and we will address their concerns immediately!

  Customer response

  09/19/2022

   
  Complaint: 17929200
  
  I am rejecting this response because: the part they sent me was a motor for outdoor  awning, patio awning. I need a awning for a motor home, Rv. They never bothered to ask me what type of awning I wanted they assumed it was a patio awning I needed. When I mentioned I needed a awning for a motor home. It was already too late. He said order was already placed individual who helped me originally first two times his name was konan. Too early too cancel order too fresh he replied.
  
  Sincerely,
  
  *******************************

  Business response

  09/23/2022

  Hello,

  Once again I am very sorry about this situation,

  I regret to inform you that we do not have any of these motors in stock and we do not have any in the foreseeable future. This is due to supply chain issues and I am very sorry you are having to deal with this

  Would you take a full refund for your order, to make up for this?

  If not, what sort of resolution are you looking for?

  Let me know!

  Customer response

  09/23/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you!
  
  Sincerely,
  
  *******************************

• Initial Complaint

  08/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They literally stole my money. I paid about $300 for two salt lights for a sauna, they were out of stock and i was told i would be notified. After 9 months, they have "lost" my order, "lost" my payment, to even though I'm able to prove it through Amazon pay, and refuse to give me my money back.

  Business response

  08/31/2022

  Hello!

  I am very sorry to hear about this, I will do what I can to fix this for you

  If you can provide me with any form of an order ID, the exact amount you paid and the day, I can see if I can find the order to refund!

  I await your response 

  Customer response

  08/31/2022

   
  Complaint: 17800551
  
  I am rejecting this response because: I have been dealing back and forth with your "customer support" for months with no resolve. I will accept your response when I have my money.

  Attached is my original payment and order, and an email string saying I would be notified.

  Order ID, date of payment, all details.

  
  
  Sincerely,
  
  ***********************

  Business response

  09/08/2022

  Hello,

  Thanks for getting back to us!

  I completely understand where you are coming from, but the issue at hand is that this was purchased through a 3rd party Amazon Seller, the invoice will still say ALEKO on it, but we do not have your funds,

  I would recommend reaching out to the original seller or opening a dispute with your card company, if I could refund your money I would do it with absolutely no problem

  Let me know if you have any more questions 

• Initial Complaint

  08/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a AWCL20 X10SAND31 on 6/30/2022 w/motorized LED Awning with half cassette cover. Kept trying to get status of order and couldnt get status of order! No record of order! Kept calling them and only would get salesperson when I called in. Was told by this company representative each time that it was on back order and should be available in about a couple weeks, because of metal and that the status was only available by calling in. Paid $812.94 by credit card, got credit back today 8/29/2022. Still advertising these products today and others, DO NOT DO BUSINESS WITH THIS COMPANY, They dont tell the truth and keep their customers informed! Wanted this for my BBQ for my family reunion in November! Now looking elsewhere. Thanks ALEKO!

  Business response

  08/31/2022

  Hello,

  First and foremost I am very sorry about the whole situation, for a brief explanation, we are experiencing a major supply issue and I am sorry that this has affected you

  We do still advertise these for the customers that wish to be on backorder,

  I see that you received a full refund, in the future if you would like to purchase one again I am more than happy to work out a discount for you for the inconvenience,

  Let me know if you have any questions 

  Customer response

  09/01/2022

   
  Thanks for the response, however this does not help me solve my dilemma! I ordered it in June of hopes of receiving it for my family gathering at my home for Thanksgiving. Without me receiving at least timely updates on the order and having to manually call and connect to a salesperson each time. I was led to believe that I would receive it in time, now I was told it would not be available UNTIL NEXT SPRING! Therefore it is too late to get ir from someplace else and get it errected! I wish that we could have worked something out but I am very disappointed in the response! I thought the company would offer something the same size or better that would work for me. Customer service does not seem to eist anymore! Still receiving emails to order all kinds of products now from Aleko, wonder what year it would be available ! 
  
   

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 23, 2021 i purchased an ALEKO 4-person jetted hot tub on BESTBUY website. I used it once last summer and stored it away safely.On May 28, 2022 we brought it out of storage to set it up but realized the inflation button fail to work although there was no damage to the tub and electricity was reaching to the heater.We tried contacting ALEKO right then but their company was closed for Memorial weekend.On May 31, 2022 we got in touch with an ALEKO rep by the name of ********************************* who gave us the hardest time. She asked for video of the hot tub and receipt from the purchase which we submitted on June 1, 2022, but she still refused to honor the ONE YEAR WARRANTY.She then ask me to get other documentations from BESTBUY which they dismissed as being irrelevant since ALEKO only needs the receipt with the order number and date to process the Warranty. I even sent ****************** number, model number and pis of other writings inside the tub.Again she was making more excuses so i threatened to report the company to authorities and on June 30, 2022 ******* send an email that she ordered a new heater which i received on July 11, 2022.When i ask when ALEKO was sending out a technician to install the heater; ******* indicated they don't have any technicians at the time; she then told me i had to source my own technician which i refuse because their own website indicates that they send out technicians and they need to finish the job or pay someone to fix it.BOTTOMLINE i have been waiting since JULY 11, 2022 for ALEKO to send a technician to install my heater and i'm still waiting!********************************* Technical Support Specialist **************************************************** Phone: ************** Fax: ************** Web site: www.ALEKO.com

  Business response

  08/09/2022

  Hello,

  ****** has been working with our technical support team, we are unsure where ****** read on the website that we send out Technicians, as this is a service ALEKO does not currently offer. But, we are more than happy to replace the hot tub and have ****** give our company another try.

  Please let us know if this works!

  Customer response

  08/09/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

   

  Aleko can also arrange to pick up the pump that was delivered. It is still unopened.

  Customer response

  09/29/2022

  I would like to re-open case #******** because the other party ALEKO did not keep their promise as stated in the resolution. They promised to send me a new hot tub and i stated they can make arrangements to pick up the unused items but ALEKO did not follow through. Actually i haven't received the HOT TUB or heard from them at all. All related documents were previously attached in the first complaint. Thank You.

  Desired Resolution: Refund

  Business response

  09/30/2022

  From the BUSINESS:

  Sent 9/30/2022 9:59:05 AM

  Hello,

  Thank you for bringing this to my attention, 

  I am very very sorry about this.

  *****, our CS supervisor will be giving you a call and email today to settle this dispute

  We hope this will fix the issue!

  Customer response

  10/03/2022

  From the CONSUMER:

  Sent 10/3/2022 11:57:31 AM

   
  Complaint: 18146793
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

   

  At this point will only accept a REFUND.
  Thank You

  Business response

  10/05/2022

  Hello,

  I apologize this case is still ongoing,

  I do not see a response to the complaint, just an empty sentence.

  Can you please specify?

  Business response

  10/10/2022

  Hello,

  Thanks for working with us,

  To recap, we are unable to refund anything, we sent out a warranty replacement as a courtesy, but this was purchased through Best Buy, due to the nature of our contract, we are unable to refund your purchase

  If you would like a refund you need to reach out to Best Buy, on our end, we really cannot refund anything 

  Let me know if you have any more questions

  Customer response

  10/13/2022

   
  Complaint: 17636072
  
  I am rejecting this response because: i used this item once and i was under warranty when i contacted Aleko on May 31, 2022. As i stated in the beginning next day receipt and evidence was submitted but Aleko refused to take responsibility making every excuse possible.

  When i spoke with Best Buy about the run-a-round i was experiencing from Aleko they made it clear that any every warranty issue should be satisfied by the manufacturer and they have never done business with any company that does not have at least a one year warranty for products like the hot tubs in their contract.

  i'm not sure why Aleko think they are doing me a favor when they sell bad products and i have sent ************************** (first rep who was contacted) the website where other consumers complain about the same issues.

  The statement about them sending out a replacement tub is NOT TRUE. they never sent it. I only got an email after i file the second complain to replace the tub which they had promised to do since the SUMMER and never did.

  Let them show the proof they sent the replacement tub out. 

  People don't complain about good products!

  I will reach out again to Best Buy  and communicate this ongoing this ongoing issue.

   

   

   

   

   

   

   

  
  
  Sincerely,
  
  *************************

  Business response

  10/19/2022

  Hello,

  We will go ahead and issue a one time replacement of the unit. 

  I will need an updated shipping address, if you can please email me at *************************************

  I will get everything set up and shipped out to you!

  Thanks!

  Customer response

  10/22/2022

   
  Complaint: 17636072
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

   

  I contacted BestBuy a few days ago (10/19/2022) and updated them of the ongoing problems with Aleko. I also communicated to them at this point i would like a refund but Aleko stated only BestBuy can offer the refund because i bought the product through BestBuy and not Aleko.

  The ******************** stated that that was not true. She said all Aleko has to do is send BestBuy an email or phone call **************) to approve the REFUND transaction. She said BestBuy cannot do it without the approval of Aleko.

  She also states that Aleko can make arrangements to pick up the items i have in my possession. 

   

  Business response

  10/28/2022

  Hello,

  Thanks for letting us know of this

  We will contact BestBuy to see if this is possible, we will keep you posted on what they say

  In the past, this is something we have never done, but we will be contacting them today

  Thank you!

  Customer response

  10/31/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

  Customer response

  12/01/2022

  So i am reopening the 3rd complaint against ALEKO Complaint ID: ******** because it's been over a month now since we agreed to a resolution but again ALEKO did not follow through. Not only has my account have not been credited for the price of the HOT TUB but i haven't had any correspondence from ALEKO since the confirmation via BBB forum over a month ago where i communicated that BestBuy stated that all ALEKO needs to do to ***** my refund was to contact their support department which i provided the telephone number or contact BestBuy via email. A few minutes ago i contacted ******* and spoke with *** who provided me a Case Number ********* then transferred me to ***** who is a specialist. ***** communicated that there is no documentation of emails from ALEKO or any phone calls regarding my complaint. If this isn't resolve this time i will be forwarding the complaint to the ************************** because ALEKO proves once again they can't be trusted to do the right thing.

  Business response

  12/12/2022

  Hello, 

  I apologize for the lack of follow through on our end. 

  The representative that was previously in charge of our BBB has left the company around that time and I have since taken over. 

  Would you mind sending me the previous correspondence to my email, ****************************************

  From there I will review the material and get back to you! 

  Customer response

  12/15/2022

  I have no email or correspondence from Aleko with the information posted. if a staff  leaves a company>>>are u saying they deleted the company's email because if it was sent to me it would be in the company's file and even if the staff left the company i'm sure they can still be contacted. Good excuse again!

  Business response

  01/12/2023

  Hello ******, 

  I am terribly sorry to leave you waiting without a response. 

  After some lengthy investigation, I have finally come to a conclusion. 

   

  I started by reviewing all correspondence between you and the customer service team here at **********************. 

  Firstly I'd like to apologize for lack of quality customer service you received at the time, that is surely not up to our standard. 

  I appreciate you sending over your order receipt from your purchase from Best Buy. 

  There was much initial confusion, largely due to the fact we could not and still cannot find any entity of your order or Best Buy directly ordering this in our system.

  From there, I had to work with my channels team and my channel manager. They confirmed that ALEKO has NEVER had any partnership or agreements with Best Buy *** (We do however have agreements with Best Buy Canada) 

  I had further confirmed through your order number that the order confirmation that you had sent us is in fact placed and purchased from Best Buy USA. 

  What we were able to conclude from there is that this must be some unauthorized seller selling our products through Best Buy, which means this entire ordeal has no ties to ALEKO and will not be liable for any ramifications. 

  Once we have definitive proof that your hot tub was purchased directly from ALEKO from you or Best Buy, we may assist in this matter further. 

   

  - *************************

   

   

   

   

  Customer response

  01/18/2023

   
  Complaint: 17636072
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

   

  I think this is another sorry excuse by Aleko who do not want to take responsibility for their bad business practices and seem to be trying to buy more and more time in the hopes i go away but i will NOT.

  WHY are you communicating to me the business agreement between Aleko and BestBuy. I was the consumer. You need to contact BestBuy about your resolutions and don't waste my time with your nonsense. You have already gotten the receipts pictures and video requested i have nothing more to offer. I hope you can bring this foolish argument to a judge and see how far it goes.

  You should not be in business if you make bad products and don't want to take accountability when customers complain. 

  Customer response

  01/26/2023

  Tell us why here.

   

  These were some of the documents sent to Aleko from the beginning plus video of the product. See dates.

  Thank you.

*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. ↩