I purchased the 16' motorized, retractable awning with a half-cassette awning cover. The problem is the awning bunches up when being retracted which causes the whole unit to bind up and results in the arms & framing to bend. So, the awning can only be partially retracted in order to avoid parts breaking. The problem is clear: the roller, which the awning wraps around when retracted, sags in the middle which causes the canvas to roll up unevenly with creases & bunching in the middle. I emailed the company and all they do is read tips & warnings from the instructions (which I already read and implemented). They are not able to actually troubleshoot. The worst is, this email back & forth has taken months between waiting for a response, applying the suggested "fixes" (which was the same tips given in the product instructions), and then more email back & forth. Well after 3 months of working with them and unable to resolve the problem, I said I would like a refund. Well, there is only a 30-day return period! But they took months to try to help me! I followed all instructions and suggested fixes in a very timely manner, but they won't stand behind the product because it's been more than 30 days. Hmmm. I still continued to work with them since I had no choice - when I asked for someone more experienced to help me, that person suggested that I don't retract the awning all the way to prevent the problem(!). I couldn't believe it. Strangely, they acknowledge the sagging roller issue AND offer a part that supports the middle of the roller for the awning without the half-cassette cover, but not for the one I bought with the half-cassette. I just continue to get the "run-around" treatment. Ultimately, I advise to AVOID ALEKO, but if you don't, you should at least avoid awnings with the half-cassette or buy two 8' awnings instead of the 16' that I purchased. Very disappointed. It was a lot of work to install and now doesn't fully retract.
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