ComplaintsforRare Retractables

• Initial Complaint

  12/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Signed a contract with *********************** in June 2023 to ******************* a custom Pergola. Paid her 2 checks. 1st check was for $17,000 2nd check was for $10,000 Pergola was supposed to be installed and delivered within 8 weeks after signing the contract. It is now almost Jan **** and I dont have any pergola. She keeps delaying and not being truthful. I would just like my full refund in the amount of $27,000. I would like to move forward with another contractor. She has been avoiding calls, emails, and text. I think her company is a fraud and she scams other clients as well. I saw online a lawsuit against her for similar reasons. Please help me resolve and get my refund back. She also needs to be held accountable and liable for her actions. Thank you. Respectfully,*****************

  Business response

  12/29/2023

  Thank you for your help in meditating and resolving this matter. 
  
  We are Rare Retractables ** . 
  We are a company that specialize in custom outdoor solution systems. 
  we import all product and special orders from over seas. Dealing with 3rd party freight and shipping company . 
  
  ********************* is a customer that made order this past July 2023. Giving a Start deposit money of $17,000 down payment towards manufacture of his Custom outdoor pergola and shades Unit. Turn- over time for order is 6-8 weeks long for Custom size Fabrication, shipping, and assembly. 
  

  His unit was delayed due to Port Congestion shipping at the port authority, New Jersey **************.  
  It was until November when Delivery was ready. 
  ********************* then requested a refund from us. 
  We agreed to a refund . Explained to him that refunds are now to be shipped back to main manufacturer, where product has to be checked and accepted a certificate of return receipt. Where they will issue all of his deposit money back . 
  once his deposit is cleared, we are willing to honor his deposit back . 
  ********************* has made order , and since have been very impatient in demanding delivery and service . 

  we will issue his refund in phase of his order. 
  first amount of $17,000.00

  second amount of $10,000 close manufacturing and shipping cost as paid up to date upon contract. 
  

  we are a honest company that has a numerous amount of customers residential and commercial business project since 2017- present. 
  

  I understand frustration of ************** due to delay . 
  It is very unnecessary to make accusations and comments of fraud toward our company because ********************* is upset. 

  This is a custom built unit , heavy duty, includes third parties and like explained in his contract, when issues accur of this kind, we will handle to customers best interest to satisfy. 
  But we ask for understanding and patience in these times . . 
  
  We will be in contact with ********************* to refund his Deposit balances. 
  

  Thank You for your help

  Sincerely , 

  Rare Retractable Ny
  **** 

   

   

  Customer response

  12/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I have tried numerous attempts to reach out to this person and company with no response to when my product will be installed. She just was giving me excuses after excuses and delays.
  

  After seeing that the companys website is no longer active, the companys business telephone number is not active, and after seeing the actual business space in *******, shut down with a padlock and sign for lease, I was concerned and basically want my full refund back.  After the persons numerous excuses and waiting game, and ridiculous responses from the person. I just cant keep waiting and having my other contractors work put on hold due to this.  
  

  I contacted another company thats in the same business as Rare Retractables and they stated that they can have the same product delivered and installed in 5-7 weeks. No excuses, no delays, and no unprofessional reasons.

  I am hiring this other new company. So I would like to move on from Seda and Rare Retractables ASAP. I have been asking for my refund and full money back for more than a month now. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  01/15/2024

  Dear BBB, 

  Re: *** ***** 

  We have contacted *** *** ***** numerous amount of time to resolve this matter. Telephone / also text message to confirm we have response to BBB! 

  our telephone number is Active. We have reached out to him Via text message ** Date- Friday, December 29, 2023

  Thursday, January 4, 2024 - Telephone 

   

  it is a new year 2024 Our website is under new design to add all 2023 projects , this is reason  is not active !! ** 

  Our phone number is the same , verified ,

  *** *** ****.

  We are no longer at a showroom a* *** ******* **** ******* * *** ****.

  our lease was up December, 2023 with a massive rent increase and we decided no longer to be at this location.
  Currently we are looking for new location with square footage.

  ( This does not concern *** ***** ) This not his business.
  

  Nothing to do with his contract and Pergola ! 

   

  *** *** ***** is being very Unorthodox about this complaint.

  There is no honesty and Business from Sal. Salem Side.
  *** *** *****  has not once reached us back on email or TelePhone as he states.

  we are ready to settle in payment plan to him for his refund.

  His intentions are not right Path ! 

  We are ready to pay back. To settle , as we said in payment plan . ( He needs to contact Rare Retractables , to accept ) 

  this is a custom , Pergola system . The payment/ deposit he made is for his manufacturing, fabrication , design of project.

  he has to accept refund Affidavit in order to be paid back.

  he has not yet allowed us to speak on behalf of this.

  please contact and reach out to Rare Retractables NY anytime 

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

  Kindly,

  **** **

   

*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. ↩