KE Outdoor Design US
445 Bellvale Rd, Chester, NY 10918, USAAbout
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Added by Jopie, at 16 July 2017
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4 Reviews
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05 May 2022
Purchased an awning that was installed less than 9 months ago and there is a flaw in the fabric. Per the manufacturer there is a 10 year warranty on the fabric. They are refusing to honor the warranty saying that because they do not know what caused the damage that they are assuming it was wind which is a warranty exclusion. The flaw is on the valance which is apparently removable so just that piece can be replaced. KE Outdoor Design U.S. is refusing to fix the issue and the installer that sold me the product, Birds on Deck in Hartford, is willing to do a replacement valance if I cover 50% of the cost and shipping fees since KE refuses to do anything. When I asked to speak to a supervisor at KE the rep told me no. I left a message for Birds on Deck a week ago and have not received a return call. Very disappointing when you spend thousands of dollars on a product that is suppose to have a good warranty for the manufacturer to find a loop hole to not cover it. Here is a picture of the flaw
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31 October 2020
Yesterday we replaced a Somfy shade motor and needed KE Tech Services on the spot. Naomi, at KE apologized that Jura (sp) was a good hour away. She took Tyler’s phone number and promised to find someone on the grounds that could answer his question. Not only did she call back to state that she was working on it, she had a knowledgeable man call and help him out within 20 minutes. Her attitude, clarity and professionalism need to be acknowledged. Thank you Naomi, thank you to all involved as well.
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31 January 2019
I've experience nothing but great customer service from everyone at KE Durasol. The product is what was promised. Very happy!
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23 July 2017
Three years ago I purchased a Durasol retractable awning from Patio Enclosures in Albany, NY. When they installed it, the fabric rippled. I was given a discount because they could not fix it to my satisfaction. They also had to replace an arm that broke during the process. Upon final installation I inquired what maintenance was needed to keep it running well. I was told that there really wasn't any formal maintenance, just to rinse it off before folding it up before winter. In April I attempted to open my awning for the spring and within a foot of opening, the arm swung out by itself and twisted from the weight. I sent pictures to Patio Enclosures. A week later called them since I didn't hear anything. This went on until the secretary gave me a direct number to Durasol since I assumed the frame was under warranty for 8 yrs. Durasol ignored me. I kept calling. They said they were sending out a man to Albany to check it out. He was in Albany but instead of coming to check it out, he called me and told me he saw the pictures and the reason for the broken arm was that I was negligent and did not maintain the awning correctly. My arguments were futile. This guy would not even listen. Expensive as it was I went directly to Patio Enclosures and paid for the parts for a new arm. The Attorney General I filed with said they wouldn't budge on the matter. I waited another month before Patio Enclosures sent out people here to fix it because they didn't have the staff. It is July 20 and since early April I have been calling and calling to get this done. It cost me $600 for an arm. I wish I had read the reviews prior to using either Durasol or Patio Enclosures. They farted around with me for so long that I can only say - I would tell anyone who wants to purchase their products, read the reviews, and hope that you never need them to honor their warranty.
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