Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:20/05/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a skylight blind from this company in May 2019 for ****** plus tax (I can provide original invoice). This blind came with a lifetime warranty. In 2023 the blind fabric separated due to faulty fabric. I contacted ******************* at ***************. I was told that *************************** no longer manufactures these blinds due to government regulatory issues. It was felt in the fall this would be resolved and manufacturing would continue. At that time I was also told I would be able to be refunded the cost of this blind by both ***** and ******* (sorry I dont have last name) who is the rep from ***************************. I held off at that time to see what would happen with the production of these blinds. Please note that I have emails to reflect this. The other concern was that to remove the blind I was told I would be charged a fee of ****** which was ridiculous. In April I contacted ***** again to see if these blinds were being manufactured again as I had waited long enough and needed to deal with this. The answer was no. I decided that I needed to go a different route. ***** did say that HD could repair the blind but again I had to pay ****** and the same to reinstall it. I was told they would refund me ******. I inquired why I would not receive the full amount. I was told this was their policy. I have asked several times to get a copy of this policy as I didnt see this nor receive a copy of it from my original purchase. Life time warranty does not mean I get a reduced refund. Policy has never been sent to me. They have sent me a cheque for ****** which is not acceptable. Should be for the full amount. I have email correspondence to reflect my attempts to get policy.

  Business Response

  Date: 29/05/2024

  The warranty the customer is referring to is the manufacturer's (***************************') warranty only. It does not cover the cost to remove or reinstall a blind by our company. The customer was offered two options, a refund of $450 or a second option where the blind would be repaired and there would be a charge for our service to remove and reinstall it. The customer chose the $450 refund and the cheque was issued from. See the email correspondence attached where the client accepts the offer.

  We will happily refund the difference in the disputed amount and the $450 that was paid to the customer if the ******************** thinks that's the correct course of action. The difference is $225.07.

  Customer Answer

  Date: 31/05/2024

   
  Complaint: 21728751
  
  I am rejecting this response because:
  Thank you for the opportunity to respond. The only reference I made to ***************************** warranty is that nowhere have I been shown that a life time warranty means a reduced amount to what I originally paid for a refund of the blind. ***** was very clear when we spoke that it was Wallywools refund policy that didnt allow for a full refund. I asked several times to get a copy of this policy and every attempt has been ignored.  I have no signed paperwork from the original purchase that outlined their return policy. 
  I also take issue with the statement that the refund from *************************** doesnt include removal. I have never asked to be reimbursed for any install / removal charges. As shown on the original invoice I am asking for the full amount that I paid for the blind which was ****** plus tax. I have also never disputed that I received the ****** as a partial refund. I was very clear that I wanted an explanation as to why it was a reduced amount. Again, I have been ignored each time and it was never explained.  This is very clear in the email exchange I attached to my original complaint (also attached to this response). I have also asked for a refund policy and as I have already stated it has never been provided. I am only asking to be made whole for amount I paid for the blind not install / removal costs. 
  Thank you again for the opportunity to be heard. I truly feel this has been a very unfortunate transaction and hope it will be made right. 
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 03/07/2024

  Hi ******,
  Thank you so much for taking the time to speak to me today. As per our conversation:
  
  To date I have not received a cheque in the amount of $225.07 as WindowWorks stated they would pay in order to resolve this dispute.  Once the payment is received I would consider this resolved.
  
  You have my permission to cut and paste this.
  
  Thank you again for your time with this.
  
  *****
  
  
  Sent from my iPhone