ComplaintsforPalram Americas Inc. / Suntuf

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hello BBB, My name is as above. Thanks, ****** I paid over $2107.05 ($1887.00 + 15% tax) for my Essence 8 x 12 greenhouse from ******-Greenhouse-Kits (A company that sells Palram products, but Palram does all the Warranty work).I have an email chain that I can forward, that provides all of the details, and steps I've taken so far.My order number was *****-*********.Essentially, during the first Nor'Easter storm here, my greenhouse was demolished in 85 km/hr winds, but Palram advertised it to withstand 90 km/hr winds.I am a disabled man who had to hire someone to assemble the unit, as per directions. I even hired someone to pour a concrete base to place it on. I then drilled holes using a concrete drill, and anchored it down using concrete screws. As an additional step, I sprayed expanding foam insulation to secure it down. I was very proud of it. I even purchased tables, pots, and other accessories for it. I got many hours of satisfaction, but was discouraged and disappointed when I saw it destroyed. I purchased my Greenhouse May 13, 1990, but only found someone to assemble it last year. This was the first Winter it experienced, during its 5 year warranty. The company has offered me replacement parts, but that is not acceptable because I don't know what I need, or how long its gonna take to arrive. Some parts have blown away, and some were disposed of. The customer service representative is trying to get me a new unit, with an anchoring kit added. But, I'm trying to get a complete refund, because the product was defective. I'll be back knocking on their door again when a new unit is destroyed too. Thanks for your time, and I hope you can help resolve this matter. You should know that the customer service representative has asked me twice, over a two week period, to delay contacting the BBB while he makes efforts to resolve this matter, but the company is dragging its feet. So I've proceeded with my complaint.

• Initial Complaint

  02/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Reading from the Suntuf website, under Features at a Glance which states: Virtually unbreakable polycarbonate (from: SUNTUF-Porch Roof Install) It seemed to be a good product for my project.We installed $488.97 worth the Palram Suntuf roof panels in Oct. of 2020.The SUNTUF panels fail terribly the first winter with cracks and leaks. I wrote Palram about the failure of the Suntuf roof panels about Dec.7, 2021 and asked for warranty. Palram refused the claim.Palram emailed me Jan. 5Th, 2022 to refuse the claim. They sited the wrong sealant was used, the screws were in the crest of the panel congregation, and panels needed closure-strips.But as their website suggest, I did email for tech assistance 2 if not 3 times before starting.No answer from Palram I sent a copy of the unanswered tech request, to Palram. Disappointing Palram tech support can not answer my request for tech-help. But it was amazing how fast Palram answered a warranty claim.Palram installation guides show in certain conditions such as a vertical wall the screws are used in the valley of the panel congregation. This is why we fastened the Palram Suntuf roof panel to a 3-vertical steel rib on the roof. A better seal and less panel deflection. As to the closure strips, they were used were possible.The **** Rib-Wall steel building has unique construction. It was impractical to add in a complete set of closure-strips. Palram only answer emails they feel necessary; you often wont hear back, unless they deem it important to them.The Tech-support offered by Palram, was not there for me.Palram installation guides are based on only a typical roof install. Palram company will skirt around any warranty issues.... by creating a different or convenient interpretation of the install. I wrote Palram a second-time to add further detail to the warranty claim, only to be ignored.The Palram Suntuf product failed quickly. I would like to receive warranty for $488.97 on Suntuf panel

• Initial Complaint

  01/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a Greenhouse from this company (which was 6'x7'10' in size). My family and I were half way done with putting the Greenhouse together when we had a couple of days of moderate wind (we live in California, so the wind is not that strong) and it damaged the Greenhouse beyond repair. The greenhouse is made with very cheap and flimsy materials

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