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Complaint Details
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Initial Complaint
04/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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 LLCCustomer 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 .
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.