Aleko Awning

Hello, Thank you for the reply.We are taking the sauna back for refunded as promised. The freight company is having a hard time finding the right track to pick up the sauna. We are doing our absolute best to pick up the product and close this  case. Some 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 up. We 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: 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 issue. First they have requested a shipping of missing parts (due to the incorrect handling of package by [redacted]), 
[redacted] STATES = [redacted] cannot open the box and take out all the hadware, there was no hardware included in the box. Also the damage to the tube that was in the box was not damaged by [redacted], 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 25.00 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 [redacted]) 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 refund. It 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 4 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 pole. They thought it would be ok to just prop this up.  We had another awning that this one replaced that we had for 15 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 10 day time frame due to being out of the country. I 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 249.00 and I would let it go and Tony offered me $80.00.
ALEKO STATES = We would not be able to accept it back for a refund because customer has passed 30 days return for refund period, 
[redacted] STATES = We hadn’t even received all of the items to make it usable at 30 days post purchase/ 
ALEKO STATES = but purchased product does come with 2 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 customer. We sell this product for about 10 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 10 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.

Complaint: [redacted]
I am rejecting this response because:
Just like I stated before, your item does not work correctly. I appreciate the sending of warranty parts, but that did not resolve my issue. As far as authorized dealers, I have to assume that's what they were as they even called you to start a warranty claim. Just throwing parts at an issue without bothering to actually dig into the issue does not and did not resolve anything. I have asked to speak to a tech and have called your tech line and have yet to speak to a tech. It'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 issue. I 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 cares. You just send parts hoping to fix it. I 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 well. I 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 tech. You 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 tech. Apparently me asking for these two stipulations was too much. All 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 you. I 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 $40 for the upgraded actuator if those two stipulations we're meet. When I kept trying to get the response on my stipulations, you retracted your offer and would no longer communicate. Matter of fact, I asked how your company was listed with the Revdex.com and got no response probably hoping that I wouldn't contact them. I 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.com. As 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 authorized. But I doubt that, as my initial order was sent from your Warehouse. Like 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 refuse. This 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 called. I 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 you. I'll have to stay with well known brands such as Apollo and mighty mule, to which I've installed and used both with no issues. My 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: If you look at the...

features section it says "comes with:" gas tank. Nowhere in the ad does it say the gas tank only comes with a purchase of a gas motor. In fact the only mention of a motor is in the details section explaining the max HP the boat can handle.  Sincerely,[redacted]

Hello,
In this case I have went back and looked the communication between the rep and the customer. At the original time when customer contacted us we were out of stock of the product. That is the reason we could not send out the parts. This is why a partial refund was offered so that the customer...

could go and buy the parts on their own. the customer wanted the parts so since that item was on back order it would take atleast 4-6 weeks to get back in stock. Once we got them in we shipped out everything except the latch. We 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 issue. We do apologize for the inconvenience and we will still process and $30.00 refund in form of a check to the customer. We hope this will resolve this issue and satisfy the customer.
 
Thank you

Hello, Thank you for the response. Customer 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 3-5 business days. Customer was offered this option to resolve the case. If customer has any complains ,they are welcome to email to [email protected]  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]

Complaint: [redacted]
I am rejecting this response because:I have made a simple request: provide me with the name and contact information of a representative in upper management.  That request has been denied after multiple attempts and even with the assistance of the Revdex.com.  Also worth noting, the person from Aleko who provided the response did not give her name in closing.  That leads me to believe the letter was written and submitted by Sadie and/or Tanya, the two employees for which I have concern.  The lack of transparency is concerning and should be noted by potential customers.  This is not how upstanding organizations do business. I feel certain those in upper management at Aleko are unaware of the actions of these employees. I have outlined the reasons I am rejecting the response below:1.  To clarify, in response to the statement, "Upon our policy, all replacements are shipped via normal shipping rates..." and that expedited shipment costs are to be covered by the customer, Sadie confirmed in our e-mail exchange (after repeated inquiry) that Aleko has covered expedited shipping costs but the decision to do so is on a case-by-case basis.  I can only assume that the determination of such is at the discretion of Sadie and Tanya.  In my case, it was not granted even though the swing had a manufacturer defect.2.  I should not have been asked or expected to pay for expedited shipping since the defect was on the manufacturer's end. (I have photos to confirm.) The two Aleko representatives should have upheld their company's mission to "serve customers and resolve problems thoroughly", representing the company with integrity.3.  If I would have waited for standard shipping as suggested, the swing would not have arrived in time for my granddaughter's first birthday party.  Standard shipping was not a viable option.4.  When I requested the contact information of someone in upper management, I was told that any further correspondence should be directed to [redacted]@alekoproducts.com.  However, Sadie and Tanya respond to that site and they had already refused to grant my request for contact information.As I stated, my request for contact information is simple.  The fact that Sadie and Tanya have refused to do so is alarming and concerning.  The lack of transparency leaves me to draw my own conclusions.  I now have a greater resolve to get in contact with someone in upper management at Aleko.I'd like to thank the Revdex.com for their assistance.
Sincerely,
[redacted]

As we have told you already, we are shipping oars to you by FedEx: [redacted]. Should be leaving warehouse tomorrow. But gas tank does not come with boat, it comes with motor (gas one) when you buy it. Thank you.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I would like to add to my case that the company has sent replacement product and I am now satisfied with the resolution Thank you ID # [redacted]  --[redacted]

Hello, We have addressed this issue with customer and have issued a full refund for the product .For the inconvenience . we are honoring customer to keep the product on top of the funds that were refunded.

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 30 days was up), and after the 30 days is up they don't want to take care of what they said they would.  I paid nearly $3000 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]

[redacted] Please See Attached Documents [redacted]
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) and have provided return authorization form to customer in order to return main board back for a replacement per our company policy. But since then we did received main board back for a replacement and never heard back from customer. Customer is asking for a refund for a gate opener only, but our company provides only 30 days return for refund and customer has passed that period for over 4 month. We would not be able to accept it back for a refund, but purchased product does come with 2 year limited replacement warranty and we can replace it for customer, but once again, he has to get them back first with return authorization form from customer.Sincerely.Alex O[redacted]General ManagerAleko Products[redacted]Kent WA 98030Phone [redacted]E-mail: [redacted]@alekoproducts.com

Hello  We are sorry to hear that customer  is  having some issues with this awning. Aleko is the manufacturer of the product. Since the product was purchased from Wayfair, customer needs to contact the SELLER (Wayfair) to obtain the missing parts. Wayfair requests to work with...

their buyers directly. Once customer contacts Wayfair, the product will be provided ASAP. Aleko sells the product directly from their own websites in which case they are the sellers as well. In 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: Aleko is the manufacturer, as they have stated, and currently resides in breach of express written warranty and in breach of an implied warranty of fitness for a specific purpose. Under product liability laws in the state of Washington this is extremely clear and with merit and Aleko has shown cause of auction.To further memorialize this complaint before action is taken; I have included in this rejection a copy of the manufactures manual that clearly states to contact them in reference to missing parts. I have asked for their legal counsels contact information 3 times to solve this matter and have yet to receive that information.Again, this is not a retailers (Wayfair) warranty or issue - this is a manufacturers (Aleko) warranty issue as they have expressly written and implied suitability.  If the manufacturer would like to comply with the state of Washington product warranty laws they will need to rewrite every manual in such manner. If they need help in this endeavor I would be happy to help. If they wish to contact the retailer on my behalf that is up to them.
Sincerely,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

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 6 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 $500 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 contacting ALEKO Products. We are sorry to hear that customer is having issue with this transaction .We are aware of it and working to resolve the problem. Just wanted to note that we have replied to customer's emails as well as call.  We tried to return any...

missed calls as well.  Customer contacted us and requested us to ship the missing parts ( that were most likely lost during the transit ). We have looked into the request and noted that we do not have the correct size in stock right away. Customer agreed us sending the ones we have which turned out not fitting the style of fences customer have.  At the moment, I am in touch with manufacture and working on getting those parts shipped by air to us so that we can provide it the customer. We try to resolve this case as soon as possible  If you have any questions ,please let us know Forward of the email that was send to the manufacturer : --------------------Hello [redacted], Aleko Products<[email protected]>11:37 AM (19 minutes ago)[redacted] Hello [redacted], My name is [redacted] . I am the Customer Service Manager. I have customer who is requesting brackets that were provided with the fences 6x4 Rome style. We have different manufacture now and the brackets do not fit. We would like to request the ones that are size of 1.816 in Pictures are attached.Please get back to me ASAP and let me know if you can airship it to us Thank you much !

Please note where the business told my wife that she's basically a lair.. She explained that the trap (their brand too) that is suppose to go with the support didn't hold up.. The metal ties didn't hold up, and the tarp did collect water even after the tarp was strapped by the ties that came with the product was not suppose to Turning the constant rain the roof did not run off like it was suppose to (according to their pamphlet/instruction it would) instead it stretched causing the rain to accumulate and thus causing the pole to bend inwards.. Can weight of rain bend these "YES" according to lowes and a engineer that I called it can.. In fact water weight can damage anything, When MY wife called them after being called a liar, the man who said he was a supervisor told her Well you should of took the roof off.. ??? what? excuse me isn't this why we purchase these things? When I showed the support to Chris whose an engineer he pointed out a few problems.. #1 that of course it wouldn't hold up, only 1 support should of had more with it, So the company claims was wrong. He stated it's only good for shade and the company should of stated this instead of calling it waterproof and etc..  Also the CSM told my wife in the email it's a tree limb. What? no tree limbs has fallen.. So in our opinion the company doesn't want to back up something that had a flaw

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