ComplaintsforSunroom Systems

• Initial Complaint

  08/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Paid $5000.00 deposit In April contractor never started the project. After several excuses I requested a refund but only received a partial refund.

  

  Business response

  09/12/2024

  Dear Tabby,
  
  I understand you being upset with how long your job was taking, especially given the ongoing problems that you have been having with your next door neighbor, and how important it is for your quality of life to have your cover and the drop screens installed, providing you with necessary privacy. I also understand how you were upset with the ****************************** for taking so long to approve your permit, to the point where you were compelled to call them and express your concerns. And yes, the materials for the insulated roof systems have been taking an excessively long time for us to get from the manufacturer. We did explain that to you when we agreed to work together, though, and it is even specified in our written agreement that it could take up to 6 months to complete our custom projects because of the material shortages (The material shortages have affected every single patio cover company in **********, both big and small. Fortunately for everyone, this situation is improving). So essentially, although I do understand you having lost patience, we had not breached our agreement when you decided to cancel. I am truly sorry we could not get the installation done any sooner. I am truly sorry that you are so upset that you felt the need to post this complaint. We even gave you a full refund except for the cost of the permit, despite the fact that we had put a lot of time , money, energy, and effort into your project. We even helped you with your insurance claim, and wrote a letter to them on your behalf! It is a bummer that Sac County will not transfer or refund your permit fees, but why do you think that I should pay for your permit fees? I am completely agreeable to take any action that the Better Business Bureau deems fair, and I am also willing to compromise with you, if you are willing to compromise and remove these disparaging posts. Thank you *****- ***

  Customer response

  09/13/2024

  I am rejecting this response because: I am requesting a refund for the cost of the permit because I havent received any services and I have to pay for another permit to have the work completed. 
  

  

  Business response

  09/19/2024

  We gave a full refund except for the Sacramento Coonty permit fees, in which our plans were approved by the county for her project. Tabby cancelled our contract after the permit had been approved and her project fees paid to the County of **********. Again, I am prepared to make any concessions that the BBB deems fair!

  Customer response

  09/20/2024

  I am rejecting this response because: *** can fill out an FE-10 form with the county requesting a refund for $603.18 which was the cost of the permit. Unfortunately the permit is not in my name so Im not able to request this refund. I think this is what should be refunded. You did charge an additional $300 for submitting the documents for the permit. I feel thats the only thing you should feel entitled to keep for your time and efforts. 
  

*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. ↩