Complaints

• Initial Complaint

  12/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On Tuesday, December 17, 2024, as agreed, Cool-Vue sent a technician to repair one of my hurricane shutters, which I had reported as detached from the track. The original installation date was September 30, 2020. Cool-Vue contacted me on 12/17 around 1:00 PM CST to inform me that the technician could come to perform the repairs and provided me with the details about the fee of $150 per hour and additional costs for parts, to which I agreed. Upon the technician's arrival, at 1:47 PM he proceeded to remove the cover and observed that the shutter was hanging and had fallen off the track. He then advised that the hurricane shutter was initially installed incorrectly and with the wrong screws, which could have contributed to it disconnecting from the track over time and making it difficult to roll up. With that information, I called the **************** representative to inform her of the situation and the cause of the shutter being initially installed incorrectly. I then asked if I would be responsible for the $150 fee since this appears to have been caused by Cool-Vue's installation team in 2020. The service representative said they had to consult with the owner and would inform me of the decision. They called back while the technician was completing the repairs, reinstalling the hurricane shutter with the correct screws and aligning it properly. She mentioned that the owner stated the $150 is still due because they had to compensate the technician for the work; therefore, the answer is yes, you are responsible for paying the $150 repair fee. I believe I should not be held responsible for the $150 repair cost because the hurricane shutter was initially installed incorrectly and with the wrong screws, according to the Cool-Vue technician.I believe this is poor customer service to the customer.

  

  Business response

  12/23/2024

  The shutter is 100% installed correctly. The reason it came off of the track was do to a jamb in the track. It is now repaired and in good working order.  Thank you for your business.  **** Palazzalo 

• Initial Complaint

  03/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  06/23/2023 I received my sale agreement for the installation for a $30,000.00 sunroom. I paid 1/2 down and balance was due upon completion . The expected date of installation was 09/15/2023. didn't happen all supplies didn't come in. the service begun in November not exactly sure of date. in December on of the door was not working properly I contacted **** my salesperson and as of todays date 03/20/2024 the door still isn't fixed. I have gotten nothing but excuses first it's the manufacture fault new came in 03/11/2023.Now I'm told if I want the door installed I have to store the door until the installer can get here to install. I told ********** didn't want to be responsible if something happen to the door. he said that is all he could do so I do not know if this door will ever replaced.Please help me.

  

  Business response

  04/02/2024

  *********************** I truly apologize for the time it has taken to get the new door. When you called **** to notify him the internal blinds was not working in the door. He came out almost immediately and inspected the blinds. **** went thru the proper channels to get this fixed under full warranty. ******** Who manufactured the door gave us a timeline we both didnt like at all. ******** was at the mercy of the manufacture. It wasn't just excuses it was just the facts... I communicated my frustrations as well with the manufacture but they were following their policy and procedures.  But in the end now you have a new door installed and working properly.    Thank you for your business and patience.   

   

  President ******** aluminum inc

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

   

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Motorized roll down shutter not working for the last 2 months. ******** keeps pushing back repair despite many calls and messages. They installed their product, took the money and refuse to fix the issue. They are just using fake reasons and nonsense excuses to not fix the problem. Bad customer service, not professional, not reliable. We regret deeply doing business with them as they dont respect their part of the contract.

  

  Business response

  06/01/2023

  My apologies for the miscommunication. I looked into this and I understand we installed your shutters in 2017 and 2018. The service department and installation departments are running 12 to 16 weeks out. I do apologize if this wasnt communicated to you but I will try and move you up sooner.  I assure you as the owner. We will not leave any of our customers behind. 
  

  Thank you ,

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

  President , ******** Aluminum inc 

  Customer response

  06/02/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ****************************************

• Initial Complaint

  12/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Had awning destroyed by ***. Called Cool-View they said they could match it. Waited over a year while they kept my $700. deposit. Originally was told would take a few months,called every three months or so was told another 3 months. Finally they came and installed Monday Dec. 12. After it was installed, the guy says he put In lots of screws. When I went to look it didnt look anything like the one I had and was trying to match the one still there. I was very disappointed and told him so and called the company. I did not pay the balance. I was going to tell them to come and remove it because it was not what I was expecting. If they had told me it wouldnt be the same I would never had ordered from them. Wednesday we had a tornado come thru and now their awning is destroyed. I dont know what to do. They are hounding me to pay the balance on something I didnt want and can no longer use.

  

  Business response

  12/20/2022

  I spoke with ************************************* the day we installed the awning. She was concerned that it looks different. She was going to have her brother look at it and call me the next day. also ***** my sales rep. ****** her and was going to go meet them. We never heard from back from her till this ******. She told me This morning the Tornado did some very bad damages to the home. We are willing to work out with her and the insurance company to help with the refund. For the record we did not ask for payment at anytime.... Contract is dated 6-6-22 and install date was 12-12-22 ( not over a year ) In our contract it says allow at least 20 weeks in writting..    

  Customer response

  12/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.] there is no resolution mentioned. I am not satisfied with the appearance nor the quality of the product. It is not anything like I was expecting.
  
  Regards,
  
  *************************************
  
   
  

  

  Business response

  12/27/2022

  When we spoke you said it was destroyed in the Tornado and making a claim. I would take it down and use it somewhere else but there is nothing left. I will assist you with your claims to get a full refund. Thank you ***********************;

  Customer response

  12/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Unfortunately my insurance damage is not large enough to meet my deductible  so they will not be paying. 
  
  *************************************
  
   
  

  

  Business response

  01/08/2023

  Sorry I have been out of town with limited access to emails. I will be returning to my office Tuesday Jan 10th. I will review the file again and get back with you. Thank You ******************

  

  Business response

  01/12/2023

  This is ************************************* home. She said insurance deductible wont be meet. I have a hard time with that.

   

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

  President

  Cool-Vue Aluminum, Inc.

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

   

   

  From: *****************************
  Sent: Wednesday, January 11, 2023 1:57 PM
  To: ***************************
  Subject: Awning

   

   

  

   

  Customer response

  01/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below
  [Provide details of why you are not satisfied with this resolution.]
  I understand that the awning was damaged by the tornado 2 days after installation. I had expressed my dissatisfaction with it as soon as it installed.As I said before we were out of power for 4 days after the storm so I could not contact cool view and I had other more important things to take care of such as removing trees of of my house. The appearance of the awning and the inferior construction were not what I had expected. Had I been told I would have gone elsewhere and never ordered from Cool View in the first place. There is an online company who still makes an awning  close to what I had before and is much better constructed for less money but I decided to by local. The other awnings that were damaged were only damaged from the tree falling on it. The other back awning is still intact. The canvas awnings next door on both sides of this home also survived the wind. The other metal awning I purchased online around the block is perfectly fine. The cool view one crumpled like tin foil. The others construction is supported by each panel and the supports underneath fit to make it stronger. The cool view has each panel screwed to a straight metal bar. The corner brackets arent even mitered square. If the awning was custom I doubt it could be reused damaged or not. I dont want this awning and would like my deposit back. I just dont know what Im going to do in the future as far as awnings go so I dont want a credit. Thank you *************************************
  Regards,
  
  *************************************
  
   
  

  

  Business response

  01/23/2023

  I was having an issue with the sight. I emailed *********************** direct a response. Please let me know if you got that email response on 1-12-23. Thanks ****

  

  Business response

  01/23/2023

  Sorry its the best we can do. The awning cant be salvaged and we know the insurance company will refund them. We deal with this all the time    Thank you

   

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

  President

  Cool-Vue Aluminum, Inc.

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

*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. ↩