Complaints

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• Initial Complaint

  Date:31/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  In August 2024 we noticed that our door with blinds inside the window broke. It was still under warranty so we contacted Polar windows and doors where we had originally bought the doors in 2021. They sent a repairman to check it out. At that time we were told by the tech that if the manufacturer did not have the same hardware to raise the blinds that we already had that they would replace both windows so they would match. We waited a few weeks, until September 19th. Called and were told the manufacturer needed more pictures. So I took some more and sent them. We waited again. We called again and were told it would take 30 days. After the 30 day **** on October 25th we called, got no answer. We texted nothing. We texted for 2 days and got nowhere. On the 29th we threatened a legal action and he finally got back to us. The door was in stock. Today on October 31 after trying to get ahold of ******* for awhile I called and asked to speak to somebody about my door being installed. Finally they were installed that same day.After the blinds were hung inside the window we noticed the new hardware for the blinds were different. We texted ******* pictures and explained that we were told they would be the same. He said it was a warranty fix so they did not have to be the same. Now I have a very expensive set of doors with mismatched hardware, even though we were told that the hardware would be the same. He will not replace the other ones to look the same. The manufacturer no longer makes the old ones, but we were told( by the tech that originally came) it didn't matter. It would be changed.

  Business Response

  Date: 22/11/2024

  Since 2021, the mini blind manufacturer changed the system from a dual operator to a single operator, which has caused some dissatisfaction with warranty replacements due to the operators not being identical. While the blinds themselves remain the same, this change is beyond our control. ******** replaced the defective unit,and we informed the customer that delivery would take 1-2 months after the warranty claim. ******** also requested additional pictures to help match the new product with the old one. Although, this could not be done due to improvements.The new mini blind glass unit was installed, and the service charge was waived.On October 29th, the customer expressed frustration that the blind was not yet installed; however, after checking with the service department, we understood that the product was on its way. We decided to install one of our stock blinds to speed up this process, knowing theirs was on the way. Then the customer needed to wait due to their three cats. The next day, they called again for an installation date, which we provided that day, and we waived the installation fee in recognition of their frustration with delivery time outside of our control. We assured the customer that any future issues their door will still be covered under warranty. Additionally, we have informed our service technician about the change to a single operator system, as the technician was unaware of the blinds had changed from previous versions. We aim to go above and beyond for our customers even if its out of our control. Legal action was never brought up and was not the reason we replaced this glass. Thank you.

  Customer Answer

  Date: 22/11/2024

  Complaint: 22498899
  
  I am rejecting this response because:  the technician did not misunderstand that there was a different set of hardware.  He did say that if it was the new hardware installed that both of our windows would be fixed.

  Our complaint about the time it took was not about how long the service took it was about constantly trying to get someone to call us back about when installation would be.  We waited the 60 days and more to call.  Our calls were ignored until I called the office and asked to speak with anyone could help me. Immediately the right person was in the office once the call went through 2 other people.

  We were told by the technician that our problem would be fixed.  It is not fixed.  It doesn't matter that he now knows not to say that, he said it.

  
  
  
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 22/11/2024

  To add to this complaint.  It was not because of our cats that they couldn't install that day.  They gave us an hours notice and nobody would be home.

  We were not told about the $150 installation fee until we complained about the hardware.  At no point in our few conversations was this mentioned.

  Business Response

  Date: 25/11/2024

  We have informed Service Tech of changes by Manufacturers Blinds. For installed day cats had to be "Herded that day wasn't possible". Last min notice was only because customer didn't want to wait for install date, so we gathered two employees to install to satisfy the customer complaint on time period. Installation was waived prior to customers disappointment with operators. We helped the customer receive new operating blinds and covered it all under warranty. Their two blinds being the same with different operators.