ShadeWorks, Inc.

Complaint: ***
I am rejecting this response because:they did bad quality of workIf it was built right it would have never collapsedEven before the snow then ends of the patio was bending and then it came and unattached From the RoofIs that why so many of there patio collapsedBecause of bad workWhat a joke
Sincerely,
*** ***

**,We are very sorry for your unpleasant experienceWe understand your frustrations and would like to address your issues. Our product does carry a lifetime warranty against manufacturing defects. The warranty is in writing and outlines very clearly what it covers and what it does not
cover, such as severe acts of natureWe did in fact send an email out when area snow loads began exceeding local design criteria (codes) to inform customers and to provide instructions on clearing heavy snow from their patio covers.We received no contact from you in any form until after your insurance company, with whom you submitted the claim, had already taken care of rebuilding the cover. It wasn’t until after you had contacted *** ***, with whom the build was financed, denied your request to cancel the transaction that we were finally contacted about what had happenedYou had requested that we refund 50% of the purchase price and promptly hung up the phone after informing us you intended to take legal action. Our products are engineered to meet or exceed local building codes. We did our best to inform our customers when area snow loads exceeded those design criteria. But, unfortunately mother nature caused a lot of damage over the Winter. It is common knowledge how severe of a Winter the Treasure Valley experienced. It set record snow fall that hasn’t been seen in over years.Had we been informed of the issue before your insurance company replaced the patio cover we would have been more than happy to assist you in the processSadly, we were unaware until after the new project was completed months laterDue to the extreme weather circumstances, your insurance company did provide you with full compensation for the patio project with ShadeWorks - a full refundYour decision to then purchase a new patio cover with that refunded amount with a separate company was your decision.Again, we are very sorry for your frustrationsTry as we might we are unable to control the weatherIt has caused a lot of damage this past Winter and it is very unfortunate you felt the effects of that

In June of 2015, ShadeWorks began working with a large national bank to establish a financing program to offer to their customers The financing program was scheduled to go live on July 1st Knowing that our financing program was going live in the first week of
July, ShadeWorks had asked that their upcoming postcard mailer make mention of the new financing program The postcards were to begin hitting homes the week of 6/22/15.On 6/26/15, we received a phone call from *** *** who had received a postcard and was interested in having ShadeWorks come out and provide more information and pricing An appointment for was scheduled for 6/30/ At the time of the appointment on 6/30/15, *** *** asked about the financing program that was mentioned on our postcard mailer Specifically, *** *** was interested in a month program with zero interest, if paid in full at the end of the month period. He had asked our field sales rep if payments were required during the first months of the program or if they were able to forego monthly paymentsand pay it off in full on the 12th monthBeing that the program hadn't officially gone live and we didn't have any literature on the program, the rep let him know that it was a new program and he would have to follow up with the office and get more details for him regarding the financing programs A phone call was made to the office and the field rep was incorrectly told that the month program did not require minimum monthly payments (The office simply consulted the postcard and had affirmed that is how the postcard read.) So, *** *** signed a contract with ShadeWorks at that time, on 6/30/to have ShadeWorks install a pergola on his home.The week of 7/1/15, ShadeWorks received the literature and financing details from the bank to get the financing program officially underway It was at that time the company made the realization that the postcards had unintentionally advertised that no payments were required on the month financing plan. There was an honest misunderstanding that the month financing program did not requiremonthly payments, when in fact, it did Unfortunately, at that time, there was not a lot that could be done other than to correct all advertising verbiage on the future advertisements, and work with *** *** to determine how he would like to proceed with the project.*** *** first response was that he had really wanted to leave his money in his retirement plan to earn interest until the 12th month. So, we tried to see if there was something that could be done to credit him for the lost interest that he would be losing. We calculated out the amount of the minimum monthly payments and determined that would be in the neighborhood of $per month So, we assumed an interest rate of a money market savings account that is bearing 1% APR on average and determined that the lost interest comes out at roughly $/ month. So, we called *** *** to see if that was still of concern to him. At that point, *** *** said that it wasn’t the loss of the interest so much as it was the fact that he felt like he had been lied to about the financing plan.So, after explaining how the mistake had been made and apologizing again, we asked how he’d like to proceed. He simply said that he wanted us to honor the advertised “no payments” on the postcard. After explaining to *** *** that we honestly have no way of making the bank waive his monthly payment, we told him that the only other thing we could think of was to call the bank and void the transaction completely and cancel the contract if he desired. We apologized over and over and explained that it was an honest mistake that we felt very bad about. Yes, we did offer to buy him and his wife dinner as a gesture to show our sincerity.However, he continued to demand that he wanted to continue with the project, and wanted ShadeWorks to waive the monthly payments on the month financing program.If there would have been some way to put him on a different plan or get the bank to waive the monthly payments, we would have done it without hesitation. However, it simply wasn’t something that was in our power to do for *** ***. The only thing in our power was to call the bank and have them void the pre-approved credit application.So, we told him to talk it over with his wife and let us know if he wished to have us call the bank and void the application and contract or if we would like to continue, knowing that monthly payments will be required.He called us back the next day to let us know that he would like to continue with the project. It was something that they have always wanted and are even looking forward to ordering a shade screen from ShadeWorks when the project is completed.We received a letter from the Revdex.com later that morning indicating that *** *** had filed a complaint the night before. So, the president of ShadeWorks personally telephoned *** *** to extend his apologies and to make sure that that *** *** understood how the mistake was made and that it was indeed an honest misunderstanding and was not in any means meant to mislead him or trick him into signing a contract. He also told *** *** that he would be more than willing to call the bank himself and see to it that the credit application was voided and that the contract was cancelled if he so desired *** *** confirmed again that he did want to move forward with the project, understanding the month finance plan requires monthly payments.While we feel terrible about the mistake that was made regarding our postcard mailer that advertised month financing, no interest / no payments for months There is unfortunately no way for ShadeWorks to fulfill *** ***’s request to waive the monthly payment requirement. We regret that this happened and we hope that *** *** and his wife will accept our apology for the mistake that wasmade