Complaints

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:03/25/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  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

  Date: 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 Answer

  Date: 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

  Date:03/23/2023

  Type:Delivery 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.

  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

  Date: 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 Answer

  Date: 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

  Date:09/12/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:08/30/2022

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:08/29/2022

  Type:Delivery 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.

  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

  Date: 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 Answer

  Date: 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 !