Complaints

• Initial Complaint

  07/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Problem with awning on my rv. Product was made undersized. I purchased this awning in 2019 and having nothing but Problems extending it would not roll out because tractioner would break care has Sent at least 6 tractioners .Finally customer service had me measure the alumcover and said it was made wrong ( to Short) they are sending new one out but I have to pay to install it. This problem has been going on since day one now 2 years later they say it out of warranty. Carefree prolong fixing the problem and now they want me to pay again for installing. Please help

  Business response

  07/22/2022

  Hello ***

  We spoke this morning and I am awaiting your email so that I can get you taken care of.  I sent you an email to make it easier for you to reply.   I will look forward to hearing from you. 

   Hopefully this will be resolved soon and you can enjoy your ***** Travel Trailer! 

   

  regards,

  Nancy *******

  Carefree of Colorado

   

   

  Tell ** why here...

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/13/21 **** from ******************** installed a ******* EOS solar awning on one of my windows. It functioned perfectly for about four months. In September, it developed numerous problems; the solar sensor stopped signaling the awning to extend/retract, the mobile app started giving me a variety of error messages including that it needed to be calibrated, it did not recognizing the awning, the *** was not correct, the awning was disabled due to high temperature, and others. I placed numerous calls to the distributer ********************. They sent the original installer and he took a cursory look at it and said it looked fine. He never checked my app, tested the awning's function, he just looked at the solar sensor. Then I was told I had to contact Carefree of Colorado, the manufacturer. After over a dozen phone calls, I reached Zak in November. He said there was definitely a problem and they would take care of it. After numerous phone calls over six weeks, I was told Zak is no longer with the company. On January 18th, I finally reached *************************, **************** Manager. She said they would send a box to send the awning back and repair. After numerous emails, on Feb. 9th, she said a box would be arriving within the week. March 15th, I still hadn't received the box. After numerous attempts to reach *****, I was connected to *******************. On April 1st, He did send a box and I returned the awning. On 5/2/22 I sent an email requesting an update and did not get a response. However, on May 13th, I found the awning had been delivered. On May 16th, I had it reinstalled, however, it has never worked at all and the app does not recognize it. On May 18th, I left a voicemail and text message for *******************, but he has not replied. I have tried numerous time to reach him, *************************, or anyone at Carefree, but either I get a busy signal or I get an automated "loop" and no one answers the phone. There is no one to provide help.

  Business response

  05/24/2022

  Hello *****,

  I am so sorry you have been unable to reach anyone at Carefree to help you with your Solux Awnings.  I am having ********************* reach out to you to help you.  Between illness and shortages and IT outages we have been behind on communications.  I am sure that ****** will be able to provide you with the solutions you are looking for.  

   

  warm regards,

  *************************

  Customer Service Manager

  *********************************************************

   

  Customer response

  05/25/2022

   
  Better Business Bureau:
  

  I received two responses (one from yet an entirely new person) from Carefree the day after filing my complaint. I spoke with ********************* who verbally committed to resolving my problem or furnishing a new awning.  She asked me if my handyman, who installed the returned awning, had activated it prior to re-attaching it.  I checked with him and he said no.  He was not aware that operation was necessary because Carefree had not provided ANY instructions in the box when the awning was returned.  I was also never given any information about what repair was made when it was returned to Carefree.  I told ****** that I thought these were more failures on the part of Carefree.  Carefree is very aware that a technician knowledgable with the product from the dealership I purchased it from did the original installation.  It is ridiculous that they didn't include directions for how to activate it prior to it being re-attached to my house when they returned it.  Now, I have to assume the cost to pay my handyman to come back, remove it, activate it, and re-attach it.  Due to his busy schedule, he may not be able to get back to my house for another week.  This inconvenience and the cost could have all been avoided if Carefree had provided information when the awning was shipped back to me.  Consequently, while I appreciate that the BBB helped me to finally get some attention from Carefree, I remain very frustrated as I have yet to determine if the awning functions as intended since I now have to wait for my handyman to return, remove it, activate it, re-attach it, and then test it to see if it functions, all at my expense.  All this and ****** did not even offer to reimburse me for the cost of his two trips.

  
  Sincerely,
  
  *********************

  Business response

  06/02/2022

  Hello *****,

  I have spoken to ****** about this and we would be happy to reimburse you for your Handyman charges.  Please send his invoice/**** to ****************************** and we will start the process.  ****** did indicate that the instructions are in the owners manual for Battery replacement, but we will make sure in the future that all batteries go out with another set of instructions.  I hope that your awnings will function properly once the batteries are installed correctly.  If not please call ******.  We want to make sure your are taken care of.  Thank you and I am so sorry for all the inconvenience that this may have caused you. 

  Have a wonderful day. 

  regards,

  *************************

  Customer Service Manager

  *********************************************************

  ************

   

   

  Customer response

  06/08/2022

   
  Complaint: 17245833
  
  I appreciate the response.  However, as I am awaiting delivery of a replacement awning, I still do not know if the issue has been resolved.  

  
  Sincerely,
  
  *********************

  Business response

  06/21/2022

  Hello *****,

  I understand that you are wanting to wait until you have your actual awnings.  However, you can always issue a new complaint if you are not satisfied with the end result.  It would be very helpful if you would close this complaint at this time.  When a complaint stays at unsatisfied, we as a company lose BBB rating on a daily basis.  Please give us the opportunity to meet your expectation.  

  I am looking forward to you receiving your new awnings.  

   

  regards,

  *************************

  Customer response

  06/24/2022

   
  Complaint: 17245833
  
  I am rejecting this response because:  If I can be assured of when I will be receiving a new awning I'd be happy to close this complaint.  However, I haven't received any updates on when to expect it.  Once I do , I will submit a receipt for the costs I have incurred.  Thank you
  
  Sincerely,
  
  *********************

  Business response

  07/11/2022

  HI *****,

  I see that we have sent the box for you to return your shade to us.  There is an order for your new Awning and that order # is *******.  I will reach out to you as soon as I have information as to when this will ship to you. 

   

  sincerely,

  ***** Tell us why here...

  Customer response

  07/14/2022

   
  Complaint: 17245833
  
  I am rejecting this response because:  I will accept this as resolved once I receive the replacement awning I was promised in June after it took me 6 months for someone at Carefree to respond to my attempts to get assistance because my original awning was not working.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a new RV from ****** Family RV with Carefree of Colorado awning toppers installed (3 total). Unit was taken back to ****** with a problem of one (1) awning topper sagging and holding water. The selling dealer advised the stitching had broken loose allowing the awning to sag. They contacted the manufacturer, Carefree of Colorado filing a warranty claim (claim # RM *******). Carefree denied the claim stating improper use/care. Use and care have nothing to do with stitching breaking loose and if that were the case why is it only 1 out of 3. Carefree has all pertinent documents. I did speak with ********************************* in their warranty department with no resolution. Inquiries via their website have gone unanswered. Carefree has all pertinent information related to the warranty claim.

  Business response

  04/11/2022

  Hello ****************,

  I have recently had the chance to reconnect with your case.  I am going to give you a call to discuss this further.  I believe I have a resolution for you.  

  I will call shortly.  If I don't reach you please call me at ************

   

  Warm regards,

  *************************

  Customer Service Manager

  *********************************************************

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 2 awnings/home shades from Sol-Lux in 2019 and 2020. One of the awnings worked great (and it is still performing well). The other had problems from the start. I shipped the one that did not work back to Sol-Lux for repair, and they returned it to me. It worked for a short time, and then it stopped working.On September 29, 2021, ******************* of Sol-Lux agreed to send me a replacement awning since it was within the warranty period. I have not received the replacement to date and have tried many times to get some assistance. Here are the details on the awning:Serial No. ********** Original Order No. ******** Size - **** inches Location - East Window Case - **** light ivory Fabric - **** linen tweed. My goal would be to receive a replacement awning. If that is not possible, I would like a refund of the purchase price. I am not sure of the exact price - but it was in the $800 - $900 range. I appreciate any help the BBB can offer me. *************************

  Business response

  03/18/2022

  Dear *****************,
  
  Thank you for the details of your awning.  We apologize for the difficulties you have experienced previously.  Zak is no longer with Carefree/Sol-Lux.  We understand from the information that you have provided that Sol-Lux agent Zak agreed to replace your awning under warranty.  I am not sure what occurred prior to this, but we are happy to advise that we have placed an order for your replacement awning as requested.  Your Order Number is 1750304 components will need to be sent out for paint and material obtained from our fabric mill, so at this time we anticipate your replacement awning will ship on or around May 2, 2022.
  
  Please feel free to reach out to us directly anytime.  Thank you again.
  
  Warm Regards,

  *************************

  ************

  Customer response

  03/19/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I really appreciate the help of the Colorado BBB and *******. Thank you.
  
  Sincerely,
  
  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩