Shade Solutions by JK Studio Designs Reviews (%countItem)
Shade Solutions by JK Studio Designs Rating
Address: 3452 Bayfield St, Cocoa, Florida, United States, 32926-3628
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Mr Jeff *** from the initial contact, during the ordering of materials and the final installation of my shutters I couldn't be more pleased with the product but most of all the service. The company's attention to details and customer service was excellent. I highly thank them and recommend them to anyone. ***, Kissimmee Florida
The awning length was mis-measured & not wide enough to attach to both wall studs
The depth is too short & doesn't cover the steps
Awning Model ***
Purchased 01/15/20
Sales Rep for Sunesta Awnings: Jeff K
$338 down payment via *** credit card
We refuse to pay the balance because of faulty measuring, faulty installation and the product did not meet the criteria for which it was intended, namely: it needed to be 72 1/2" long to attach to both wall studs for strength and a minimum of 37" deep to prevent the door from hitting the awning.
The awning provided is approx 70" wide and 24" deep meaning
1) it isn't long enough to be anchored to both wall studs
2) isn't deep enough to cover the entry steps which was the primary objective
3) because it's only 24" deep & not a min of 37" deep, the door hits the awning skirt every time the door is opened and closed which creates a wear pattern.
If the manufacturer, Sunesta cannot or will not build the awning to the correct specifications that both meets our needs and we pre-approve, then we want a FULL refund.
Thank you for sending the complaint case # *** to our attention.
Let me address the concerns as listed:
"Faulty measuring" - At the time of the initial appointment I asked the homeowner to hold one side of tape measure and asked him where he wanted the awning to be positioned over the doorway. At his request the measurement based on the visual look was 72".
Though the homeowner requested about 36" (the maximum projection available for that model awning), when I called the factory on location to check on the engineering requirements based on the limited mounting height of 16" I was told by the factory customer service associate that the maximum projection available for a 16" height was only 24" projection. While I was on the phone with customer service I related the information to the homeowner who understood and approved the projection.
"It isn't long enough to be anchored to both wall studs." - The awning is anchored by mounting brackets at the top of the awning; all these are in studs.
The two side arms of the awning are secured at the bottom with one fastener. Because the pre-drilled, factory hole is in the center and not the very end of the arm, the left side is 1" shy of wall stud. I already notified the homeowner a few weeks ago that a small angle attached to the arm would reach the stud and secure the left side.
"It isn't deep enough to cover the entry steps." In a prior correspondence the homeowner complained that in the morning the steps were still wet ( not from rain, but from dew). Keep in mind that the awning is mounted about 8' from the ground and morning dew has plenty of space to form on the steps. An awning would have to be at least 3-5 times the size of the steps to reduce or eliminate morning dew, and that could not be wall mounted alone.
"Because it is only 24" deep the door hits the awning skirt." This statement is true because the valance of the awning comes down further than the 16" we measured for the wall height. In the same correspondence from the homeowner I stated that the awning mounting position could be raised up to 2" higher on the wall which would then clear the door when opened. The homeowner never responded to my suggestion.
Because the awning is custom made it cannot be returned to the factory. A new awning can be made wider, but not higher nor have an increased projection.
We already offered to come on location and make the changes as stated, but never heard back to the affirmative.
The homeowner is requesting a refund, but up to this point has not granted permission to make installation adjustments as stated. We desire to make the homeowner happy, but must work within the scope of what is possible and attainable.
Respectfully,
Jeff K
Shade Solutions by JK Studio Designs, Inc.
321-431-9672
(The consumer indicated he/she DID NOT accept the response from the business.)
"Faulty measuring"
As an engineer, precision is paramount to any project.
The statement that we were responsible for mis-measuring is baffling and absolutely false!
The measurement for the width is 71 5/8" center to center and was determined by the location of the wall studs which are clearly visible from the outside of the building making the measurements easy.
So, 71 5/8" center to center is what the width was measured to and the awning SHOULD HAVE BEEN BUILT TO!
At NO TIME did we request the awning be built based on the "visual look of 72" nor was the measurement done as a "visual".
It's a ridiculous statement to make that it would ever be acceptable to have a custom product built based on "visual" measurements and what contractor would proceed doing so?
The measurements taken by Shade Solutions should have been based on the ACTUAL width required to mount the awning frame so it would be securely attached to BOTH wall studs, which should have been 71 5/8" center to center...instead, they built it 70" center to center, 1 5/8" SHORT!
We were shown how the awning would be positioned over the door based on the frame mounted to both wall studs. So the idea that we'd be ok with the frame mounted to ONLY ONE wall stud is simply not true.
In fact, while the frame was being mounted, the tech doing the installation said that the left side of the frame is mounted "to nothing".
My wife was also present during the installation and expressed her extreme displeasure on just how incorrect it was built and being mounted.
After the installation, we wrote to Shade Solutions with our concerns:
"1) the frame width is not correct...and not secured to both wall studs..."
2) the depth was not enough to cover the steps, (which was the primary incentive behind buying the awning in the first place),
3)the door is 36" wide, the awning is only 24" deep so the door hits the valance every time you open it, (which will eventually damage the awning)...not sure why the awning wouldn't be at least 37" deep so the door wouldn't hit the valance and cover the steps.
The response we received back was:
"before I ordered your awning, I spoke with the factory and I gave them the mounting height and they said they could only make it that projection, so it wasn't an error in ordering, that was by manufacturer specifications."
SURE WOULD HAVE BEEN NICE IF WE'D BEEN INFORMED OF THAT as we would have cancelled moving forward with the purchase.
We protested our dissatisfaction and was informed all they could do is "raise the awning height and reinforce the left arm so it's secure but unfortunately returning your money and taking off the product is not an option."
Our response was:
"am surprised the manufacturer didn't make the frame to the length needed to hit both studs that you measured.
Not sure why we simply have to accept that, when it's not right and now having to compromise on mounting it.
How would you secure the left arm, it's drilled into nothing. Adding a helicoil means that the only thing it's attached to is the thin siding, hard to imaging that would withstand high winds."
Bottom line is they measured the awning incorrectly, is not wide enough and not secured to both wall studs for maximum stability and not deep enough to cover the steps and keep the 36" door from hitting the valance.
If they can't (or won't) build the awning to the CORRECT measurements and specifications that meets the application and satisfies our requirements, then we want our money back so we can move forward having an awning built to meets our needs.
Thanks again for allowing us to comment on the homeowner's response. In view of their comments it seems the best recourse is to go against our company policy and to simply refund their purchase.
The only requirement to the refund will be their signature on our provided document that insures they will drop all complaints against our company and no further communication by them on any social media site in regards to this purchase.
Thank You,
Jeff K
Shade Solutions by JK Studio Designs, Inc.
(The consumer indicated he/she ACCEPTED the response from the business.)
Inasmuch as the product nor the installation did not meet the specifications required for the application, providing an IMMEDIATE FULL REFUND is the right thing do.
Upon receipt of the full refund, we are willing to comply with Shade Solutions request as noted below:
"The only requirement to the refund will be their signature on our provided document that insures they will drop all complaints against our company and no further communication by them on any social media site in regards to this purchase."
Poor Installation and Warranty practices.
To whom it may Concern,
-The following are the text messages and description of phone calls-
0735, 13 Dec 2018, From: Jeff (***
- Hi *** I had an appointment change so we will stop by your house this morning and redo the silicone around the brackets. We will not knock or disturb anyone inside the house thanks Jeff Shade Solutions
0908, 13 Dec 2018, From: *** (*** - Ok thanks a bunch
This day (13 Dec 2018) the retractable awning was installed. When I arrived home after work I climbed up to inspect the work that was done in the day and found my awning not leveled and the sealant job was sloppy which would not seal anything (photos attached) I replied by asking:
1706, 13 Dec 2018, From: *** (*** - Hi Jeff, this *** thank you for coming out but I have a question or 2.
1-When your guy came did he use a ladder to get into the roof or just stand at the edge?
2-Do these pictures of the added cocking look good to you?
3-did he use a cocking gun or just squeeze it out of the tube?
1708, 13 Dec 2018, From: Jeff (***
Hi *** he used a ladder and a caulking gun you really are OK
- When I (***) received this answer I was disgusted and immediately went to Lowes to buy Roof and Construction Sealant, white colored, because this was the 2nd time they had come out to reapply the sealant! I bought 3 bottles and used 1, ($17 which includes tax and a caulk gun) because it rains a lot here in Florida and I did not want any water damage to occur inside my roof.
---See photos attached---
- On 15 Jan 2019,
I had called to ask for a replacement valence (the hanging fabric piece from the edge, because out of the box it had a hole. Myself and Jeff of Shade Solutions agreed to replace it after the holidays when they installed it and himself and a coworker removed that part this day (from the time sent out by the company it is to take 10 business days to have a replacement). Expecting to have it back within a couple of weeks it never arrived.
Today 19 Feb 2019, at 1345:
I (***) called asking about the valence and then Jeff of Shades Solutions admitted to me that it was still rolled up in his car! Over a month later, which I had not received any correspondence for!
My resolution is to have my valence back, my awning leveled correctly, reimbursed for the both the roofing sealant and also the cost of the awning based on the facts that I have been a patient customer and the Shade Solutions Company has not been providing a reliable source of materials or customer service. Therefore I am a deeply unsatisfied customer!
From: Jeff K (mailto:***)
*-***)
Sent: Wednesday, February 20, 2019 9:35 PM
To: ***
Subject: Re: Revdex.com Complaint Case# *** (Ref
Hi ***
I am responding to *** complaint.
Unfortunately I cannot open the link that you sent which contained the summary of his concerns.
Since I spoke with *** yesterday I have a pretty good idea of his concerns, unless he elaborated to you beyond the facts.
The retractable awning he originally ordered came with a small tear in the valance (a factory defect). It was installed before Christmas and the factory was closed over Christmas until the beginning of January. I was hoping to just receive a replacement and make the swap but it seems the factory instituted a new warranty procedure and required the original to be sent back to the factory. (A bit of an inconvenience) In any case we retrieved the valance off his awning about a month ago, rolled in up and to be very honest I simply forgot to ship it back to the factory. I told *** the honest truth yesterday, but it seems he needed the satisfaction of making a formal complaint to the Revdex.com. It was an honest mistake and after being in business for twenty years we have never had a customer take any grievance to the Revdex.com. He also mentioned needing a pitch adjustment on the awning: we cannot perform the adjustment without the remote in hand. We notified him the day we were removing the valance by text, but when we arrived at his home no one came to the door when we rang the bell. During our phone conversation yesterday he mentioned that his fiancé was home the day of the valance removal (but that was unknown to me because she never answered the door.)
We certainly desire that all our customers are happy and satisfied. Though there were these two small issues it did not hamper *** from using his awning any time he desired. I will ship his valance to the factory before the end of the week and re-install it when I get the replacement. At the same time of the valance replacement we will make the necessary pitch adjustment.
I hope this information will be sufficient to properly excuse us from a simple oversight!
In Appreciation,
Jeff K
Shade Solutions by JK Studio Designs
To whom it may concern,
I did not ever receive a text from company personnel and they did not request by phone or email or text about needing the remote control, nor did they ever indicate the exact time of arrival so things could be arranged.
I did not receive any email notification from the Revdex.com in regards to contacting the company and therefore was unable respond within the appropriate time frame.
Please reopen my case, I still have not received my Valence or had the pitch readjusted, or any money compensated (if I were to receive any).
Thank you
On March 27, 2019 We attempted to reach the homeowner by phone to let him know we would be at his home to provide the replacement valance for his awning. We left a voicemail, arrived at his home approximately 2:15 PM and performed the valance replacement work. As we were leaving his fiancé arrived home and provided the remote to test the pitch level of the awning. Everything seemed in order, but with the wind above 25 mph it was difficult to get an accurate assessment.