I ordered my canopy on 09/20/10 and my original install date came and went without notice. For over 2 weeks I was keep in the dark why the canopy was late. Finally, 5 1/2 weeks since it was ordered, I was told that there was a mistake on the color. 6 1/2 weeks after the order, I finally got my canopy installed which was an experience all in itself.
First, there was confusion on whether my canopy was paid in full. Then one of the workers stormed into the other workers office and slammed the door. They started yelling and I heard crashing sounds like things were being thrown around.
I drove away and checked on the canopy. I noticed that the front corner on the driver's side was damaged and someone tried to paint over it. It appears that the corner got jammed into something causing structural damage which is not repairable by painting it. I drove back to the Auburn shop where they told me to keep the current canopy on and they would order me a new one.
Later, I noticed that my trunk only opened halfway due to the installation of the canopy and the brackets used. I called around and checked on the internet, no one has ever heard of this.
I requested that my replacement be sent to the Tukwila store because I could not continue dealing with the unprofessional behavior. A week later I was contacted and told that the Tukwila store would be taking care of the replacement. I also requested that I be contacted with the install date of the replacement that never happened.
5 weeks later, I sent emails and left voice mails which got no response for 5 days. During that time I realized that the keys given to me did not work and I was unable to lock up my valuables when needed. I attempted to escalate this issue to a corporate office but I couldn?t because no one would respond.
Finally, I was able to get a hold of someone at the Tukwila store who had no clue about my replacement and told me to expect a call from the Auburn store. The Auburn store tried to schedule an install like none of the issues above had occurred and never once recognizing that I had requested the replacement be transferred. I inquired about the trunk not functioning properly and the representative could not give definitive answer whether it should work properly.
After 80 days and numerous opportunities for Canopy West to procure the order I decided to request a refund. I cannot express in words exactly how frustrated the experience has been but I would not recommend anyone buy ANYTHING from this company.
Canopy West refused to give me a refund and said I have to go through Hinshaw's. Hinshaw's says they will not give me a refund and I have to work with Canopy West, what a mess. Finally the general manager from Hinshaw?s got involved and coordinated a time for me to drop off the truck at their shop then they would take it in because I refused any involvement with Canopy West.
When my truck returned it was a mess. First the removed parts that they did not have to and replaced the screws with ones that did not match the others. One of those screws was broke off flush and another was only in halfway. Also, they forgot to put 2 screws back in where the mounting brackets were installed. There was tons on glue left behind from the canopy and the trunk lid was bent. Hinshaw?s worked on the truck for 2 hours in order to put it back together.