A terrible experience from start to finish.
Not only did I wait months upon months for the correct items to replace those defective in efforts to complete the assembly, other items received were damaged or out right broken, even missing.
Customer service falls equally short of expectations, as their suggestions consisted of buying the missing pieces from a hardware store, or disassembling whatever I had broken my back to build, for a partial refund not even accounting for the days upon days wasted to get this far.
“Some assembly required”. If you have the skill set to assemble these pergolas, you are better off buying materials yourself and constructing a pergola from scratch. Good luck with their “directions” as they are as faulty as the product itself.
Months later and over 20,000 dollars spent, still have yet been able to assemble this over-priced, poor quality product
I strongly advise anyone interested in a pergola for their ideal outdoor backyard experience seek one elsewhere.
You are better off going to costco and getting a decent product, with excellent customer service, neither of which you will find with Pergolux

Had an issue, and was provided with incredbile customer service by Marcelo. If the product is as good as the service, I'll give it 10 stars!

did whatever was required to make things correct

The pergola is pretty nice. However the company’s description of assembly and how two people can assemble it in 5 hours is a joke. We watched numerous videos both on YouTube and the Pergolux website and then enlisted the help of our landscapers. Four of them worked for 7 hours one day and still didn’t finish. The pergola is quite nice though.

I am going to divide this review into 1)product , 2)installation, and 3)post installation problems. The first earns an A, the second a tolerant B, and the last a solid D.

1) I got a Sundream 3 and it is sturdy, pretty, and will be an asset to my Arizona High Country afternoons. I got a screen on the west side which seems quite solid and it came with lights and a heater which I will likely not really use, but not sure. I am hoping that the louvers will be helpful to keep open and avoid a snow load and get more light to my windows in the winter, but that is yet to be tested. (See #3)
2) It took a while for the Pergola to arrive and longer for me to schedule the installation. I live in Flagstaff and they had to come from Phoenix. Two men arrived on time and got right to work. About an hour into it they came to me and said that they didn't have a f***ing part and so couldn't continue. Hmmmm. I suggested THEY call their company or Pergolux and figure out what next. I don't know who they called but they couldn't continue so I called the installation company (based in Washington State I think) and they helped the installers. After a trip to Home Depot and maybe 2 more calls to the Installation company, it was done. (Each time I had to call the installation company and ask THEM to call the installers). OK, so I didn't have a great vibe from the installers and their tramping and leaving cigarette butts in my nearby flower bed, and drinking all the cool drinks that I left out for them AND 4 other workers who were doing other work outside (I know that they drank all the drinks because they left the bottles and caps strewn about the area) didn't help my mood. But then at the end of the day, I had a pergola that looked OK.
3) About 10 louver openings and closings later (mostly to show friends how it worked) the thing stopped working and the motor just whined at my requests for a position change. I contacted Pergolux who send me on to the installation company who sent me back to Pergolux who suggested I talk with the installation company and so on. Everyone wanted me to video the issue (funny because nothing moved and a still was PERFECTLY adequate). Pergolux eventually sent us several videos on how to do the repairs ourselves. Those videos seemed to be referencing another model because when you looked "inside", nothing was the same. There was also a nut that couldn't be loosened even with an impact driver. I must say that everyone was very polite during all this but polite don't open louvers. Eventually they sent us a new motor and we hired a local contractor to come and install it and trouble shoot everything. It took him 4-5 hours to unhouse the problem and put in a new motor. It seems that the wiring had not been properly anchored and worked its way up to be pinched in the louvers. When the louvers couldn't open the motor burned out.

So bottom line: I think I am happy with the product (still have to see how the revised installation goes). I can only say that the accountability was lacking. I would also hope that there was some corrective back and forth between Pergolux and their recommended installers. Good luck y'all.

Purchasing, receiving the unit, installation (by 3rd party) all went very well. We live in Porter Ranch, CA where the Santa Ana winds is part of daily life. I was impressed to see this unit (Sundream S3 13'x13') withstand strong winds so far. Your customer service is also very responsive and professional.

Great price point. Not inexpensive but well made. Installation service was excellent as well. Shiukd have done it years ago. Great outdoor space.

I recently purchased a Pergolux Sundream S2 and while there were some issues at the start (a few components were missing from the initial delivery), what truly matters to me as a customer is how a company responds when something goes wrong.

The Pergolux team handled this professionally and with real ownership. Support carefully reviewed the case, a manager got involved, and the missing components were shipped promptly. Communication stayed clear and respectful throughout the process.

Mistakes can happen in any operation - it’s the response that defines the company. In my case, Pergolux listened, acted, and made things right, which ultimately makes me a very happy customer.

Thank you to the support team, management, and sales for standing behind the product and the customer experience. Looking forward to completing the installation and enjoying the pergola.

I’m an outdoor designer and have installed a few Pergolux pergolas. Right off the bat you can tell the quality of the build! These are not your typical pergolas you’d find at Walmart or Costco, these are built to last. Installation was straightforward and based on client feedback, easy to use. Specifically the customer support team is very responsive especially considering that many national brands tend to have subpar reps. Javier Q, Isaiah C, and Natalie R have all been a great help with any details or requests. For the support behind the product alone, I’d recommend them!

Madison and Jathet were great, knowledgeable and informed. They were helpful in picking out the pergolas and accessories we wanted. The purchase was made easier because of them.
Thans

Instructions left much to be desired, but the engineering is wonderful, everything fit well and seems to be durable enough to outlast the 10 year warranty.

Strong structure, Nice design and Everything fit together seamlessly during assembly

Communication is good. I didn’t realize that ATI is the delivery company and EIT I believe ETI. I’m not sure but they put it together. They install it. I was confused, but communication is good, but that isn’t anything to do with Pergola cause I didn’t talk to Pergola people, but I can’t wait to get my pergola and then everything is good. I’ll give you an excellent review because I went with Hansø last year and they screwed me. But by April, it should be here and installed, and I will give you a review on that thank you.

The customer support is great and helpful. The instructions are not because many items aren't labeled that came with the kit. It took us 3 days with a team of 2 to get this installed because it had to be raised. Support did help as much as they were able and were pleasant about it.

Though the structure is nice for the price point I paid,(>13K) that is what is expected. What is a serious disappointment are the multiple problems.
Bent column( ok things happen). False advertising--- there is no SnapFit system on the SkydanceS3 I received( its was still listed on the website a few days ago).
Incredibly poor instructions... (who would list multiple screw sizes by the serial number and then not mark the packets? endless parts I did not need were sent).... instructions also skip parts, like pairing remote... I now have to take the door off the cross beam and get to the pair button. Of course, louvers are now in the way. Lastly door handles that do not fit on the $I300 glass doors.I had to send 5 videos to claims department to demonstrate. The fix: I am told to take the glass doors off and cut gasket to get the handles on.... seriously? Does anyone do quality checks?
Though the Skydance S3 could be a great product these multiple and now unfixable problems are just not acceptable at this pricepoint. Would not recommend.
Oh, and about the absence of the SnapFit system... you now have to use self-tapping metal screws and drill into the columns to get heaters, screens and doors installed.

I was working with Nick and he answered all my questions and also steered me towards last years models. During the current sale this allowed me to have a motorized system for a lower cost than I was looking at the hand crank ones. This also included LED lighting. I completed the sale and then saw when the warehouse sale officially opened it also included a heater. Nick was able to add that to my order with no problems, and one phone call. He was very knowledgeable and able to answer all my questions, including connection to my smart home setup.

You haven't seen customer service like this before! I reached out to them about an issue I had with premature shipping of my Pergolux and they listened to my issue and provided great service that relieved my anxiety. I would recommend this company as the having the highest standards of customer service...hands down!

I called with questions about using a total of (6) heaters for all our units and Avit was proactive and shared some additional information that I was not aware of when I ordered.
Avit provided clear and detailed email as a follow up. A few weeks later I reached out to order the parts I needed and Natalie was available to help out since Avit was not working that day. She also provided clear communication and follow through. I reconnect with Avit up return to work and easily placed an order for parts that was created for me.
Each person was very curious and helpful and I appreciate Avit not just reacting to my questions but going one step further to support me as a customer and help out proactively. It made a difference!
On Nov 11, Jan 9 and Jan 11