Business ProfileforSunesta

On 05-02-23 I purchased from The Dealer in our area two Sunesta Retractable Awnings. The total cost installed. $17,685.00 The dealer here in ********* has been very responsive. Sunesta has not been responsive to The Dealer or myself. The largest shade does not roll up properly. The shade now has rips in the material. The reason because the shade catches on the top plates. This happened because the fabric, not rolling up properly the roll is double the size. This happened because the motor sounds as if it is running slow or the fabric has stretched. The Dealer took a video and sent the video the same day to Sunesta. SUNESTA HAS DONE NOTHING. The dealer said she was going to order new fabric. My concern is what good will this do? The dealer does not fix motors. These two shades were installed in July 2023. These two awnings have been up for less than two months. Now as of this date 09-18-2023. The smaller of the two awnings is now doing the same thing. I am now not able to use either awning, for fear of ripping another hole in fabric when trying to roll up. Sunesta has not contacted us at all. Even though I sent a request for someone to contact me. This issue is CLEARLY a manufacture problem, and not a dealer issue. A resolution for us is we want what we paid for. We want two new shades sent out and the dealer here can install for NO cost to us. I would like Sunesta to put in writing to B.B.B. what they plan on doing? This company does not take phone calls. This is a issue for people who live in other states and not *******. I am sure any one can see our frustration. We have $17,685.00 in a product that does not work properly dangling in the air with holes in the fabric. The dealer here in our area also stated, she needed help from Sunesta she is a new dealer. The dealer has never seen this problem, and has been honest that she doesnt know how to fix the issue. This is why she sent the video to company. NO RESPONSE. The Dealer here is hurt her business by the non-response from Sunesta she has spent a lot of time and money to build a business. She is a single person trying to support her family and build a successful business.