SunPorch Structures, Inc

Mrs
*** placed an order with SunPorch Structures on 1/28/15.
SunPorch sends order confirmation documents
which include the order policy and terms of saleThe SuperPorch product
catalog also references the terms of sale & shipping information
Mrs*** order qualified for Free
Shipping & Free day storage(see attached which she received both) In
actuality, the unit has been stored for an extended period as a courtesy without
extra charges. The unit boxes are large,
weigh 100-pounds each, vary in size and is approximately cartons. It is delivered by a commercial freight
company in a large oversized truck. The
order terms and catalogs clearly indicate the homeowner is responsible for
offloading and assisting the driverTruck freight moves slowly and delivery
times and locations vary widelyExpedited delivery service, and driver
offloading is expensive and available at additional extra costIt is not included with the SuperPorchUnlike *** or
***, we have limited control on delivery times or windows
Lastly, please note the numerous notes regarding
building codes and that it advises homeowners to check locallyThere are many
referenced building codes in the USA each with unique requirements depending
upon regionalityHenceforth, it is the purchasers responsibility to check
locally and identify the requirements accordinglyOnce advised, we can assist
with local specifications compliance if neededUpon visiting the local
building inspector, we were advised that the snow load requirement is psf
In this particular case, the structure purchased has a psf ratingAt our
expense, we provided a letter & engineering certification (at our expense of $ 295.) free of charge
The enhanced certification then required additional rafters to comply which Mrs *** was charged $
We have made every effort to help with the permit & additional requirements
from the local building departmentPlease not the shipment is leaving today/
If you have any further questions, please call or emailYours truly, *** * *** - General Manager

Complaint: [redacted]
I am rejecting this response because:
 1.  This is the first time I have seen the first page with the info regarding shipping.  But I have managed to find a solution to this problem.  Our contractor has agreed to come on an hour's notice to off load the unit and if that was the only issue I would let it go and forget about it.
2.  Prior to signing any documents I was told by the salesman that the units met the code for every state in continental US. with respect to snow loads and wind resistance.  I relied on this representation in entering into the contract.  By the time I was given any papers to sign with respect to this sale, I had already given the company a nonrefundable deposit.  I was rather surprised after I did that to learn I only had 7 days to pay the balance and return signed documents.  No where in the documents do they reveal the fact that their product is designed to support only a 30 lb snow load.  As a matter of fact when I spoke with the salesman last month he was under the impression that it supported at least 40lbs and because I was getting their new model he thought it might be 45lbs!  This discussion occurred when I asked for the specifications so I could obtain my building permit.
3.  If I am getting 10 support beams for my $995, then that is better than the 6 shown in the diagram.  I have been told that usually a 3' spacing results in a roof adequate to support 30lbs and a 2 foot spacing for a 40 lb load.  Since my roof is 21 feet I thought at first I was only getting an extra 3 or 4  supports.  The salesman told me it was six as per the diagram.  Now Mr. [redacted] says it's 10.  The salesman also told me they paid $195 for the  engineer's certificate and now Mr. [redacted] says it's $w295.  The salesman says I was being given a great deal for these supports and that I was getting them at cost.  I doubt that.  There is nothing in the revised document that Mr. [redacted] has attached that indicates I am paying anything but full price.
4.   My unit was not ready for shipping until the third week in April.  They have not yet stored it 90 days.  The last 7 days they have been holding it hostage until I signed papers stating I was ordering  the extra.  I was foolishly expecting to have received this product the first week in May.  I think the last position they took is the most egregious.  They took my $995 knowing that I was unhappy with the charge and disputed their right to it and only after they had it did they tell me that they would not be shipping the product until they had a document of their own making signed by me.  I don't know when my sunroom will be built now as my contractor is very busy now as all are in the building trade in ** cottage country.
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.
I would still...

encourage them to modify their website to let others know that the $100 is non-refundable.
Sincerely, [redacted] %

Complaint: [redacted]
I am rejecting this response because: .  The company had already solicited from me a $100 nonrefundable deposit  before the materials were sent to me and their sales man made the representations which I have referred to in  earlier correspondence and on which I relied in entering into the transaction.
Since my last communication, the materials arrived in 3 days rather than the 5 to 7 business days and I signed the paper presented by the shipper  as their driver was nice enough to offload them himself. I was home alone and he either did that or took them back. He told me he frequently runs into the situation where people have been told they will be called a couple of days in advance and there is no way that can happen. He tried to call me an hour in advance but he had my [redacted] telephone number rather than my [redacted] number which I had been at pains to make sure the sales manager had.  Anyway two days after the driver was here and gone I received by [redacted] for which I had to sign receipt instructions from Sunporch on what to do when the delivery arrived.  There were many boxes that were crushed at corners and one had about a whole foot of the bosx missing off the end.  Of course it was too late for me to do anything about this just as when I received the documents to sign for the sale it was too late to back out as they already had my $100.   My contractor has been too busy with other commitments to get out here so I don't know whether there is damage that will make it impossible for him to erect the sunroom.  In the meantime my lawn is dying.  Sunporch can point to these documents all they want.  The fact is that their salesperson made representations inducing me to enter into the contract which proved to be untrue and they compounded the situation by refusing to ship my sunroom on receipt of full payment for their "snowload order".  I might have my sunroom up now instead of which my situation worsens daily as my lawn is being furthered damaged because of their bullying me into signing yet another document on which they will no doubt rely if I decide to take them to court.  I will note that they say nothing about the representations made by their salesman both before and after  the issue of the snow load arose.
I think this matter cannot be resolved by you
Yours truly
[redacted]

In good faith the $ 100. deposit will be refunded.%3

Please see attached sales materials that were sent to Ms. [redacted] prior to her ordering.
The sales materials clearly state the information regarding freight deliveries and building codes.
Mrs. [redacted] signed the order documents confirming the building codes.
Its is simply not possible to know the requirements of every building department across the USA.
We helped Mrs. [redacted] comply and assisted her in obtaining the permit.
However, the product required additional engineering certification and  structural modifications at extra cost.
It is not the responsibility of SunPorch to provide these services for free.
Unfortunately Mrs. [redacted] feels the extra cost should be covered by SunPorch.
We cannot provide additional services as required by her local building department free of charge.
Thank you for your understanding.
[redacted]- General Manager
 1.  This is the first time I have seen the first page with the info regarding shipping.  But I have managed to find a solution to this problem.  Our contractor has agreed to come on an hour's notice to off load the unit and if that was the only issue I would let it go and forget about it
2.  Prior to signing any documents I was told by the salesman that the units met the code for every state in continental US. with respect to snow loads and wind resistance.  I relied on this representation in entering into the contract.  By the time I was given any papers to sign with respect to this sale, I had already given the company a nonrefundable deposit.  I was rather surprised after I did that to learn I only had 7 days to pay the balance and return signed documents.  No where in the documents do they reveal the fact that their product is designed to support only a 30 lb snow load.  As a matter of fact when I spoke with the salesman last month he was under the impression that it supported at least 40lbs and because I was getting their new model he thought it might be 45lbs!  This discussion occurred when I asked for the specifications so I could obtain my building permit.
3.  If I am getting 10 support beams for my $995, then that is better than the 6 shown in the diagram.  I have been told that usually a 3' spacing results in a roof adequate to support 30lbs and a 2 foot spacing for a 40 lb load.  Since my roof is 21 feet I thought at first I was only getting an extra 3 or 4  supports.  The salesman told me it was six as per the diagram.  Now Mr. [redacted] says it's 10.  The salesman also told me they paid $195 for the  engineer's certificate and now Mr. [redacted] says it's $w295.  The salesman says I was being given a great deal for these supports and that I was getting them at cost.  I doubt that.  There is nothing in the revised document that Mr. [redacted] has attached that indicates I am paying anything but full price.
4.   My unit was not ready for shipping until the third week in April.  They have not yet stored it 90 days.  The last 7 days they have been holding it hostage until I signed papers stating I was ordering  the extra.  I was foolishly expecting to have received this product the first week in May.  I think the last position they took is the most egregious.  They took my $995 knowing that I was unhappy with the charge and disputed their right to it and only after they had it did they tell me that they would not be shipping the product until they had a document of their own making signed by me.  I don't know when my sunroom will be built now as my contractor is very busy now as all are in the building trade in [redacted].

Review: order number [redacted] missing 3 L brackets and related screws and 4 X2 brackets and related screws and so cannot finish the assemblyDesired Settlement: need the parts so that I can finish the porch and need them so as winter is coming

Review: Ordered replacement parts for a sunporch which I had previously purchased from this company. When the part arrived, the part was supposed to have an opening cut in it. The opening was cut 2 feet from where is was supposed to be cut. I have tried to contact the company, but no one answered their phone.Desired Settlement: This is a replacement roof panel for my sunporch. I need this replacement to repair my roof.

Review: I started a price quote on Sunporch's website on February 14, 2015. There was a promotion to save 25%, but it expired 2/17/2015. The website stated "Lock-in your Savings with a $100 deposit". Since I wasn't sure whether I could make a decision by 2/17/2015 - I paid the $100 deposit.There was NOTHING on the website that stated this deposit was NONRefundable. After I enter my credit card and paid, I received an email from [redacted] stating that the deposit was Nonrefundable. I have to admit I didn't even notice that it said that - my fault.On 2/19/2015, I decided to not to go forward with Sunporch and sent and email to [redacted] to request the return of my $100. It was at that point that she replied to my email pointing out that her email clearly stated "Nonrefundable"I have subsequently gone back to the site and cannot find anything saying that the $100 is Nonrefundable.I don't think it is fair to only let the customer know after payment that the deposit is "Nonrefundable".Desired Settlement: Please refund my $100. I'm not sure whether what you are doing is legal, but it would be nice to clearly state on your website prior to someone paying the $100 to let them know it is Nonrefundable.

Business

Response:

Review: Excerpts from 1st email I sent (9/16/2015): Dean,

I was told I would have plans specific to my configuration sent to me. This was not done. I was sent the generic plans.

When I brought this to your attention, I was told the drafter would get right on it when he got back from his vacation.

I was then emailed a drawing (attached) with dimensions specific to my configuration.

The carpenter I hired to help me laid everything out per these dimensions.

THE DIMENSIONS ARE WRONG! Your drafter merely gave dimensions for an 8 panel width without adding the 3.5" of the wood header and column.

As a result, the base channels were cut to fit these wrong dimensions.

Also the rafters and headers.

I tried to put up the first roof panel last night but I realized they (and their battens) would need to be cut to fit.

I would like reimbursement in cash, for what it has cost me in labor so far plus what it will cost to modify the other pieces to make this work.

If you have any better ideas, I would really like to hear them.

Please get back to me as soon as you can and let me know what sort of solutions we can agree on.

Then I sent another email later that evening: Dean,

Another possible solution:

I am so angry right now at your drafter's wrong dimensions coupled with your ridiculously convoluted instruction manual (really, I could re-write it to be way less confusing and redundant) and it's admonishments to follow everything exactly as laid out and to make sure the measurements are exact and ensure perfect level, square and plumb. We complied. Giving correct dimensions in the first place was YOUR responsibility.

All this costs me extra time and money, not to mention extreme frustration.

I would like some sort of compensation.

The means could be in the form of a non-expiring gift certificate. I had plans to do one of your ShadePorches in 2 or 3 years. It would be 3 panels deep by 10 panels wide with a similar configuration (2, 2-sided structures). Plus there is a 3 x 3 (panels) space in front of that, which I would also like in the same enclosure, if possible.

I don't think I'm being unreasonable. I will call you in the morning.

I then tried calling every number for SunPorch I could find on 9/17/15.

On 9/18/15 I sent this email to every SunPorch contact in my address book:

SunPorch People:

Please read my 2 emails below that I have not yet heard back from Dean.

I have tried calling, but ALL your phones are giving me a delayed busy signal.

So I am hoping SOMEONE will get back to me on this matter.

Thank you for your attention to this matter,

Today I went to [redacted] to see if I could find additional contact information. This is what I found:

EFFECTIVE 9/15/15 - SunPorch is CLOSED!

Replacement parts and service are not available.

Thank you for 42 years of support!Desired Settlement: I would like to be reimbursed for the actual cost of having to make the necessary modifications to the roof panels and their battens along with 2 window panels and 2 trapezoid panels.

I won't know the cost until the work has been completed.

I would also like a 20% refund of the total price I paid for my SunPorch.

Due to their carelessness in submitting the exact dimensions for my specific configuration, I will not end up with the SunPorch that I ordered, paid for and expected.

Review: Sunporch represented before I signed a contract for a prefab 12 x 21 foot structure that it met snowload requirements of all states. This was important to me as I was buying it for my secondary home in [redacted] and I confirmed it with the sales agent. I called up to arrange delivery of the order and was told for the first time that I had to unload the truck myself, that delivery did not mean delivery to my driveway but that a truck would come to my driveway and I had to offload it. While I was in the process of arranging delivery I got an email from SunPorch that stated that to meet the building requirements in my area I needed to purchase from them at a cost of 10% of my original purchase price for the structure, storage and delivery, additional support rafters. They took the position that my town requirements were different than [redacted]. In fact, in [redacted] if your property is north of the [redacted] all building codes require a 40 lb snow load., I have been advised that they do not have the parts in stock but must mfr them. They would not start that process until I had authorized the payment of $995 and the sales person would not or could not negotiate with me. They are including in the charge an unknown amount for shipping which was to be free to me according to my original purchase agreement. I feel they have misrepresented their product and their services. I was also told that when I wanted delivery I only needed to give them 24 hours notice and the product would be on a truck the next day from their facility in [redacted]. When I called for delivery, I found out that it goes on a truck and then there is a 5 to 10 business day window when delivery will happen and that I need to unload the truck myself. If I had been told that I would not have purchased the product. The salesperson told me it only arises [redacted] an issue about twice a year!

I authorized the payment today. That is not sufficient for them. They are sending me a fomr to sign that includes the following statement:

It is the sole responsibility of the homeowner to confirm building codes and permit requirements for your locale.

SunPorch does not guarantee compliance. If required, SunPorch can provide basic engineering documents for

an additional cost of $295.

Payment $____________________ /

3 YES! I have reviewed the product specifications and order details for accuracy.

I hereby acknowledge and accept the terms of my order from SunPorch Structures Inc.Desired Settlement: Sunporch should stop advertising that it's roof meets the snow load and wind requirements in all states or should state specifically except [redacted]. As well they should educate their sales people about the technical aspects regarding their representations. They should be upfront about their delivery practices. I want my payment for what should have been included in my structure in the first place returned to me.

Business

Response:

Mrs.

[redacted] placed an order with SunPorch Structures on 1/28/15.

SunPorch sends order confirmation documents

which include the order policy and terms of sale. The SuperPorch product

catalog also references the terms of sale & shipping information.

Mrs. [redacted] order qualified for Free

Shipping & Free 90 day storage. (see attached which she received both) In

actuality, the unit has been stored for an extended period as a courtesy without

extra charges. The unit boxes are large,

weigh 100-150 pounds each, vary in size and is approximately 10 cartons. It is delivered by a commercial freight

company in a large oversized truck. The

order terms and catalogs clearly indicate the homeowner is responsible for

offloading and assisting the driver. Truck freight moves slowly and delivery

times and locations vary widely. Expedited delivery service, and driver

offloading is expensive and available at additional extra cost. It is not included with the SuperPorch. Unlike [redacted] or

[redacted], we have limited control on delivery times or windows.

Lastly, please note the numerous notes regarding

building codes and that it advises homeowners to check locally. There are many

referenced building codes in the USA each with unique requirements depending

upon regionality. Henceforth, it is the purchasers responsibility to check

locally and identify the requirements accordingly. Once advised, we can assist

with local specifications compliance if needed. Upon visiting the local

building inspector, we were advised that the snow load requirement is 40 psf.

In this particular case, the structure purchased has a 30 psf rating. At our

expense, we provided a letter & engineering certification (at our expense of $ 295.) free of charge.

The enhanced certification then required 10 additional rafters to comply which Mrs [redacted] was charged $ 995.

We have made every effort to help with the permit & additional requirements

from the local building department.Please not the shipment is leaving today/

If you have any further questions, please call or email. Yours truly, [redacted] - General Manager

Consumer

Response:

Review: [redacted]

I am rejecting this response because: 1. This is the first time I have seen the first page with the info regarding shipping. But I have managed to find a solution to this problem. Our contractor has agreed to come on an hour's notice to off load the unit and if that was the only issue I would let it go and forget about it.2. Prior to signing any documents I was told by the salesman that the units met the code for every state in continental US. with respect to snow loads and wind resistance. I relied on this representation in entering into the contract. By the time I was given any papers to sign with respect to this sale, I had already given the company a nonrefundable deposit. I was rather surprised after I did that to learn I only had 7 days to pay the balance and return signed documents. No where in the documents do they reveal the fact that their product is designed to support only a 30 lb snow load. As a matter of fact when I spoke with the salesman last month he was under the impression that it supported at least 40lbs and because I was getting their new model he thought it might be 45lbs! This discussion occurred when I asked for the specifications so I could obtain my building permit.3. If I am getting 10 support beams for my $995, then that is better than the 6 shown in the diagram. I have been told that usually a 3' spacing results in a roof adequate to support 30lbs and a 2 foot spacing for a 40 lb load. Since my roof is 21 feet I thought at first I was only getting an extra 3 or 4 supports. The salesman told me it was six as per the diagram. Now Mr. [redacted] says it's 10. The salesman also told me they paid $195 for the engineer's certificate and now Mr. [redacted] says it's $w295. The salesman says I was being given a great deal for these supports and that I was getting them at cost. I doubt that. There is nothing in the revised document that Mr. [redacted] has attached that indicates I am paying anything but full price.4. My unit was not ready for shipping until the third week in April. They have not yet stored it 90 days. The last 7 days they have been holding it hostage until I signed papers stating I was ordering the extra. I was foolishly expecting to have received this product the first week in May. I think the last position they took is the most egregious. They took my $995 knowing that I was unhappy with the charge and disputed their right to it and only after they had it did they tell me that they would not be shipping the product until they had a document of their own making signed by me. I don't know when my sunroom will be built now as my contractor is very busy now as all are in the building trade in ** cottage country.

Sincerely,

Business

Response:

Please see attached sales materials that were sent to Ms. [redacted] prior to her ordering.