KE USA Inc.

I purchased an awning that after months of waiting due to supply issues resulting from COVID I finally had it installed in Sept 2021. The fabric option I selected was a Sattler which comes with a 10 year warranty. In April 2022 when getting the awning ready for use (we only used about 3 times before winter came) my husband noticed that there was a flaw in the fabric of the valance. I contacted the distributor who also was the company that installed the awning who advised that it would not be covered under warranty but he would attempt to reach out to KE for guidance. I was notified today that it would not be covered under warranty because the cause of the hole was most likely due to wind, which acts of nature is not covered.

My experience with the KE Durasol product has been refreshing. The products offered come in a wide variety and working with my local dealer (J&J Windows Chesterfield, MO) has been the best. I purchased the Bella Plus cassette version and it is well designed and attractive.

We moved into a new house in spring when the leaves were in full bloom in our backyard. My sunroom has several windows and a door to the deck. Interior screens purchased from KE Durasol Awnings add a sleek look and value to my home. During the day, it can block sunlight coming straight to your eye. It acts as a barrier for cold during winter. At night, it gives privacy from the neighborhood. I call it a screen for all seasons and prefer it over curtains. It's easy and sturdy to pull it up and down. Thank you.

When I had my awning installed I was pleased at how much cooler my home was. We really enjoy sitting outside in the warm weather now where we couldn't even use the space before. I've had several other retractable awnings in the past but this one is the quietest - NO CREAKING! I love it. Thanks!

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.

I purchased a house which had awnings that were not my style. I called KE Durasol Awnings (whose name was on the existing awning frames) and they directed me to one of their local distributors - Country Awnings in Chester, N.Y. I was told by Rick that the frames I had were well made and in perfect condition yet not available anymore. He suggested I have them recovered rather than replaced. After he took my frames to KE Durasol Awnings, who does the actual work, I was left with damaged frames which I cannot replace - they drilled holes in places on the frame that did not correspond to ANYTHING - this was because their technician mismeasured their location.

This company fabricates a unique, retractable, horizontal screen that my wife and I thought was perfect for our application. I called them and they only sell through dealers and gave me the name of an awning company in Pasadena, Texas. The guy in Pasadena didn't even want to represent Durasol but he finally agreed to. He readily admitted that he had never seen this product and didn't know anything about it. Today, I called them with a simple question and they would not answer it! I was told that I had to work through my dealer who doesn't know the answer to my question and is not interested in finding out the answer. This was a $1500 purchase and they won't stand behind their product enough to answer a simple question. This company is a joke. I would not recommend them to anyone for anything!

Durasol discontinued their awning line and created another one without notice and without stocking any replacement parts. And I bought from their own store in Massapequa NY. Neither the Factory or the store will help. Oh - They'll give me a "discount" on their new, overpriced awning. Worst customer service I've ever dealt with, worst company I've done business with in home improvement industry!

I have been trying since March of this year to get an arm replacement for my awning. I was told I had to go through my local distributor. I have tried and they refuse to help me. I called customer service and they said they could help me out and would be in touch within a few days. Two weeks later I called them back and was told that they don't sell the parts. They sell them to the distributors and they can charge whatever they want to for parts.

One of the supporting arms broke during the operation of closing, I have tried for over a year to have someone to fix it. It was a authorized dealer who put it up. I have gotten numerous excuses for not getting it fixed, even appeared to be ignored. I have even called the Durasol Awning 800 number several times.