Aleko Awning

Hello, Thank you for contacting us As we have stated numerous times before, we have been working with customer to resolve the issueWe sell many if this units and if it was all "DEFECTIVE " as customer states, we would of have many more Revdex.com complains .WE PROVIDE DAY RETURN POLICY.CUSTOMER IS WELCOME TO RETURN THE PRODUCT IF THEY DO NOT LIKE ITIF customer agreed to accept replacement parts instead of return for refund, we are not responsible for ending of the return periodIT is really unlikely for brand new units not to operate and to have the same issues We have provided the customer with replacements Each part gets tested upon shipment from our manufacturerWe have no interest to sell defective items and deal with replacements which cost a lot of money for the actual unit as well as shipping costPictures that were provided show the product after attempts of installation which is why it is not looking like newWe have been trying out best to assist the customer but since they are out of the warranty ,we are UNABLE to provide any more replacement or refundWe must follow the policy of the company which clearly states that customer has days to return for refund and year warranty [redacted] was assisted over the phone and emails for technical assistanceSince customer was send brand new TWO wind generators with replacements of NEW charge controllers that customer was unable to make work,we recommend customer hire professional electrician that can assist them with installation.Once again ,we are really sorry that [redacted] is not happy with this transactionWe highly success they get professional help to make sure they can enjoy the wind generatorHopefully this helpsThank you much !!

Hello, In this case I have went back and looked the communication between the rep and the customerAt the original time when customer contacted us we were out of stock of the productThat is the reason we could not send out the partsThis is why a partial refund was offered so that the customer could go and buy the parts on their ownthe customer wanted the parts so since that item was on back order it would take atleast 4-weeks to get back in stockOnce we got them in we shipped out everything except the latchWe understand the customer is upset but we have tried and worked with the customer it is not that there was no effort to resolve this issueWe do apologize for the inconvenience and we will still process and $refund in form of a check to the customerWe hope this will resolve this issue and satisfy the customer Thank you

Complaint: [redacted] I am rejecting this response because: please see attached letter of responseSincerely, [redacted] Claim number: [redacted] To whom it may concern ALEKO STATES = We received a letter from your law office regarding customer of us [redacted] We have reviewed his case and pulled up records indicating that we did provide a few replacements for customer already (copies attached), provided a technical support on how to fix issueFirst they have requested a shipping of missing parts (due to the incorrect handling of package by ***), [redacted] STATES = [redacted] cannot open the box and take out all the hadware, there was no hardware included in the boxAlso the damage to the tube that was in the box was not damaged by ***, the box was not damaged just the items in the box were damaged ALEKO STATES = overnight shipping is optional and totally up to the customer but we have split payment with customer not because we wanted more money but because customer requested this shipping service and we have made a favor to them and took responsibility that we did not have to [redacted] STATES = It was right before 4th of july ad we needed the items so we gave them to send us the hardware that was supposed to be in box anyways ALEKO STATES = Some replacement parts were damaged (again, due to incorrect handling by ***) and we have replaced them as well [redacted] STATES = Its funny that [redacted] does all this damaging of items and is still in business It was again a damaged item that was sent since the box was not damaged ALEKO STATES = Still after all of the replacement parts were shipped, customer is claiming that it is impossible to fix issue with provided information and parts, and asking for a full refundIt does not work for customer not because of the parts or item itself, but only due to incorrect installation [redacted] STATES = I WAS NOT “CLAIMING” ANYTHING I sent them videos that showed that the installation was correct and that the items just didn’t work due to damaged items and the inferior product that they sent You couldn’t even walk underneath the end of it without propping it up with a poleThey thought it would be ok to just prop this up We had another awning that this one replaced that we had for years with no trouble (also had no trouble installing even though we were not smart enough to install this inferior product) ALEKO STATES = He has opened a same type of claim on [redacted] and lost it (we have provided same information as we are doing for you) [redacted] STATES = We didn’t lose the claim with [redacted] , we won and we were on vacation and were unable to send the items back to them in the day time frame due to being out of the countryI did call when I realized what happened and I was told by Tony “too bad you already lost the claim with [redacted] ” I asked for them to return and I would let it go and Tony offered me $ ALEKO STATES = We would not be able to accept it back for a refund because customer has passed days return for refund period, [redacted] STATES = We hadn’t even received all of the items to make it usable at days post purchase/ ALEKO STATES = but purchased product does come with year limited replacement warranty and we can replace it for customer if there is any issues, but once again, we have to get them back first with return authorization form from customerWe sell this product for about years all over the internet and have been always able to help customer resolve issues like that because customers were following instruction that we providing [redacted] STATES = Nice of you to blame someone else again for your inferior product Just because you sell an inferior product it is so easy to blame [redacted] for “breaking” our items and the consumer who purchased it for being too dumb to install it If that were true that you sell your items for years all over the internet and everyone else except us were smart enough to follow instructions why are there so many complaints all over the internet? I am not going to stop any outlet that I have to get this fixed until I get resolution

Hello We are sorry to hear that customer is having some issues with this awningAleko is the manufacturer of the productSince the product was purchased from Wayfair, customer needs to contact the SELLER (Wayfair) to obtain the missing partsWayfair requests to work with their buyers directlyOnce customer contacts Wayfair, the product will be provided ASAPAleko sells the product directly from their own websites in which case they are the sellers as wellIn those cases, customer contact Aleko directly which is why there is note to contact Aleko for any questions Either way customer is required to contact the seller of the product for "missing parts inquiries"In this case ,the seller is Wayfair.Aleko has to do only with the warranty inquiries and missing parts are not part of the warranty inquiries Hopefully this helps and customer will be able to contact the seller to get further assistance

Complaint: [redacted] I am rejecting this response because: Just like I stated before, your item does not work correctlyI appreciate the sending of warranty parts, but that did not resolve my issueAs far as authorized dealers, I have to assume that's what they were as they even called you to start a warranty claimJust throwing parts at an issue without bothering to actually dig into the issue does not and did not resolve anythingI have asked to speak to a tech and have called your tech line and have yet to speak to a techIt's simple, it does not stop at the limit switches, that's what's supposed to tell the arm to stop, correct? You, nor anyone from the company for that matter, has taken the iniative to call me and work through your device issueI told you people I can even send you video of it running incorrectly and I have sent pictures of it when it runs past the limit switches, but know there caresYou just send parts hoping to fix itI will put this video on YouTube and warn everyone of your product and send these pictures and video to the Washington state attorney general as wellI don't think that my request, that was initially accepted, to pay the difference for an actuator that was an upgrade and that someone could guarantee me would work with the stipulation that I speak with a techYou initially agreed to this, but avoided my questions on the device being tested and verified by you before being sent out and me speaking to a techApparently me asking for these two stipulations was too muchAll that had to be done was hook up the arm and test it through a few cycles to verify correct operation and get a tech to speak with me, but that was the deal breaker for youI specifically asked that even on the first actuator sent out to me and was told that " I don't know if we can do that." Well with our last conversation, through email as no one has the courtesy or respect to call me, I said I would only agree to paying that $for the upgraded actuator if those two stipulations we're meetWhen I kept trying to get the response on my stipulations, you retracted your offer and would no longer communicateMatter of fact, I asked how your company was listed with the Revdex.com and got no response probably hoping that I wouldn't contact themI will make a complete video of your device from beginning to end of installation, so as to verify correct install, and prove the issues on video and forward this to the attorney general and the Revdex.comAs far as me buying this item from an authorized dealer or not, you should take that up with the seller if they're selling your product on eBay and aren't authorizedBut I doubt that, as my initial order was sent from your WarehouseLike I said shipping out parts, you're great at, but when asked to verify it's functionality before shipment and to speak to a tech, you refuseThis almost leads me to believe that you don't have the capability to test it and don't have technical support which explains why no answer the dozen or so times I've calledI think my request was reasonable to make it right, but I can see now that I've made a bad decision going with your company and your product since I've never heard of youI'll have to stay with well known brands such as Apollo and mighty mule, to which I've installed and used both with no issuesMy response is thanks for nothing, literally nothing as this broken junk is on a brand new gate not functioning properly Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I explained to the company - the opener of the gate is what is not working The gate is fine I've called and complained and asked them to replace the opener I had to PAY a local fence/gate company THREE TIMES to look at the problem They said the entire BOARD in the opener is bad I cannot send it back, then my gate will not open and close without the replacement here I have THREE horses behind this gate and I cannot leave it open nor can I leave it closed The entire reason I bought this product from this company is because I was told it had a two year warranty The gate doesn't open on it's own, I have to walk to the end of my driveway to open it everytime someone comes in or out of my house The remote did work fine the first couple of weeks, which saved a lot of walking It started giving me problems, and I called them and they said they would send, (before the days was up), and after the days is up they don't want to take care of what they said they would I paid nearly $for this product I am asking for the cost of the gate opener BACK Everytime I call the company THEY HANG UP ON ME Or they ignore my calls!! I am very disappointed with the service of this company for not standing behind their product ALEKO PRODUCTS DID NOT SEND ME A RETURN ADDRESS LABEL LIKE THEY STATED - AND DOES NOT STAND BEHIND THEIR PRODUCT!Sincerely, [redacted]

Hello, Thank you for the reply.We are taking the sauna back for refunded as promisedThe freight company is having a hard time finding the right track to pick up the saunaWe are doing our absolute best to pick up the product and close this caseSome of the transactions like pick up is out of our control but we have rescheduled the pick up few times already to make sure this gets picked upWe ask for customers patience on this matter as it is in process of being resolved Thank you

Complaint: [redacted] I am rejecting this response because: I have requested multiple times for a letter of apology in the mail, not email. You have yet to do this. I am still watching for my $30 refund to show up on my credit card. I know this takes time to appear, so I am not questing that at this point in time. Again, where is my letter?Sincerely, [redacted]

Hello, We would like to mention once again that customer needs to work with the sellerThis product according to customer was purchased from different seller therefore all inquiries regarding missing parts need to go to the sellerWe have no information of the order details nor product specificationsOnce again ,all inquiries regarding missing parts need to go to the seller which in this case is WayfairAleko did not take the payment, nor they shipped the product therefore customer need to go to the seller who can assist.Customer was kindly provided the phone number of the seller therefore if they just give them a call, the issue will be resolvedWe request this claim to be closed as we are not the seller and cannot assist the customerThank you

Complaint: [redacted] I am rejecting this response because: If you look at the features section it says "comes with:" gas tankNowhere in the ad does it say the gas tank only comes with a purchase of a gas motorIn fact the only mention of a motor is in the details section explaining the max HP the boat can handle Sincerely, [redacted]

Hello Mr. [redacted] Thank you for contacting us! We would like to inform you that we are very sorry for the inconvenience.Please note that we are currently processing your shipment and we will not charge you any additional funds for the shipping.There was an issue with our shipping... department and shipping rates to Canada which has since been resolved.Once again, please accept our apologies. Thank you

Complaint: [redacted] I am rejecting this response because: I am not paying for new hardware to rebox the giant create I also would never keep the sauna if it was not going to be replaced within four weeks At this time it is weeks since the damaged delivery arrived and I no longer have anywhere to store it without tenents moving out I need to be compensated the $for the time and money that was wasted due to Aleko refusing to return the product and lying about the broken sauna dome replacement Sincerely, [redacted]

Hello, Thank you for the responseCustomer has purchased this from Walmart The product was defective therefore we have offered the customer to replace it .Per our policy , the replacements are getting shipped within 3-business daysCustomer was offered this option to resolve the caseIf customer has any complains ,they are welcome to email to [email protected] Thank you

Hello, Thank you for reaching out to Aleko CompanyCustomer: [redacted] has purchase one of Aleko Toddler Outdoor SwingUpon receiving the product, customer [redacted] noticed that the product had some issues and requested replacementOur customers service team was happy to provide the customer with replacementUpon our policy ,all replacements are shipped via shipping rate(3-business days ) Aleko covers all of the expenses of shipping as well as the product costIf customer is in need of expedited shipping ,they are welcome to pay for that cost and we will cover the restCustomer [redacted] refused to pay for the shipping cost therefore was advised that we can ship it with rate or she is welcome to return the product back to Walmart where it was originally purchased to get her money back[redacted] has talked to both customer service representative and manager that gave her correct information regarding the replacement process.For any complains regarding the experience ,customer is welcome to send email to :***@alekoproducts.com.We are extremely sorry for the inconvenience this transaction caused and appreciate customers feedback Thank you

Revdex.com: I have email's from the company about this matter, can't make a file on them but can forward if you would send me a email address
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Hello, Thank you for contacting us We are really sorry that customer has experienced inconvenience with this order. Customer : *** *** has purchased a sauna from Aleko Products that has arrived with some damages due to the freight company.Aleko products has
offered the customer to keep the product and replacement part was going to be shipped out to the customerSince the manufacturer lead time was slightly delayed ,customer was offered partial refund and the replacement part with agreement that *** *** would keep the producCustomer contacted Aleko after some time stating that they cannot keep waiting anymore therefore Aleko agreed to pay for the return shipping cost and take the sauna back.Aleko company is not responsible for packing the product as its customers responsibility. We have agreed to schedule pick up delivery and all that customer needs to do is pack the product back for pick up. Aleko only sells the product and is not able to provide any labor for packing the productThis is fully customers responsibility per our policy and Amazon's.The partial refund was offered with agreement that customer will keep the productIf the product gets returned back for refund, the full refund will be applied as we cannot refund more than what customer paid. At this time, if customer still would like to return the product for refund, they are responsible to pack the product as it arrived originally for a pick upOnce the product is deliered back to the facility, we would be happy to process the remaining balance that customer originally has paidNo additional funds can be refunded. Thank you

Hello,
Again we apologize for any inconvenience with your orderWe have and will continue to try help you resolve this matterThat is the reason I ask what would make you as the customer happy to get this issue resolvedWe will work with you to make sure that we can meet your needs
Please let us know
Thank you

I would like to close my complaintID *** After filing it and posting a bad review on Aleko's facebook page, they contacted me and promptly refunded my money, which completely satisfies my concern Please close this case Thank you

Hello Mr***,As you have stated in your complaint, you have purchased this item from a distributorOur warranty covers only products sold directly from us or our authorized dealersHowever, we have gone beyond that and have sent you numerous parts in order to fix the issues that you hadWe
have even gone as far as sending out completely new actuator arms and still you state that this problem persistsThis is one of the best-selling products that we carry and we have not had such a high defect rate with any of our customersAs far as your request, all of our products are tested at our manufacturing facility before being sent outWe feel that we have done everything in our power to solve the issues that you experienced with your systemThis is the reason why we are not going to process anymore replacementsIf you would like to purchase a new actuator, we would be willing to give you a 10% discount. Kind Regards,ALEKO

Hello, Thank you so much for contacting us We are really sorry for the inconvenience with this orderPer Aleko return policy ,customer is responsible for shipping cost if the product does not fit their needs.The product was delivered fully with instantiation for installation
.I am sorry that this installation was confusing for the customerWe have customer service team that would of be able to advice customer of how to install it and make sure everything is done right. To make the customer happy,I went ahead and refunded this transaction in full and customer can keep the product so that we do not take anymore of their timeHopefully this resolves the case.Refund confirmation is attached. If there are any questions ,please let us know Thank you much !