Complaints

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• Initial Complaint

  Date:01/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  see below:
  1. Ivan Blinds sales rep gave us a quote and estimated installation date. We explained, and he acknowledged, that this is a rental property heading into peak season/holiday and therefore there was a time sensitivity. He had shared his experience that while the quote was 6-8 weeks, that the lower end was more likely - even sooner and he did not anticipate timing being an issue. Based on this, we paid our first deposit on October 1 and our installation was scheduled for November 3,
  2. 10/1 quote (attached from Ivan’s) references the time and that house is a rental; payment of $3800 deposit made.
  3. 10/18 - Ivans notifies us that 11/2 scheduled installation has to be canceled due to delays (caused by their error and vendor) new estimated delivery of mid-November and installation is scheduled for 11/18
  5. 11/18 – we travel to La Quinta for installation and installers realize that 2 of the shades are not correct size and can only partially install. Issue is apparently caused by an error in recording measurement. Here it is clear that someone other than us made a mistake which caused a delay/travel costs for us.
  6. 12/9 – 2nd installation scheduled (1 more)
  7. 12/16 – Ivans confirms that last shade has shipped and final installation is set for 12/23.( 12/23 – final shade is installed). We were not able to be present due to family holiday commitments, but wanted to have installation completed asap. Note – final installation occurs between 11-12 weeks from deposit payment, well outside the 6-8 week quote.
  9. We ask for a concession and with issues, offered a less than 5% discount conditioned upon our agreement to release any responsibility for workmanship/warranty and not “hear from us again”
  8. We decline discount and ask
  for any documentation related to our warranty with your company for our files.. We are entitled to this to receive the full benefit of our purchase.
  10. We have paid in full and no response or documents.

  Business Response

  Date: 01/10/2023

  In response to the
  customer’s “Desired Settlement” the requested documents were
  already provided to the customer before this review. Our business has never
  ceased communication. All of the requested information was sent to the customer
  prior to receipt of this complaint. In fact, the customer received all
  information less than 36 hours from their request. Customer had responded
  “Thank you” prior to us being notified of this complaint. We believe this
  customer is seeking to damage and harm our reputation because we would not give
  in to demands for financial compensation.

  
  
  

   

  
  
  

  Details
  within the “Customer’s Statement of the Problem:” contain outright
  fabrications and half-truths. Our contract gives 6-8 weeks as an estimated
  arrival time. We do not make guarantees that a product will arrive by a certain
  date or that our custom work will be finished in a single installation trip.
  The original November 2 installation date was delayed because of a
  manufacturing problem completely outside the control of Ivan’s Blinds and More.
  Insinuations that we completely fabricated the installation date to “appease”
  them are not supported by the facts at hand. At the November 18 installation,
  it was discovered that a shade was damaged in shipping and another shade was
  ordered incorrectly by us - we take full responsibility. The two remade shades
  were set to arrive to us on different dates and we gave the customer the choice
  to have them installed as soon as they arrived on two separate appointments, or
  wait to have them installed together. The customer chose to make two separate appointments
  and we happily covered the costs of having the technician make a separate trip
  instead of waiting for both shades.

  
  
  

   

  
  
  

  We
  offered to pay for expedited shipping to meet one of the customer’s
  installation date requests. We offered to install on a Saturday even though our
  full-time technicians do not ordinarily work on the weekend. We convinced the vendor to remake an entire shade to try and maintain better quality and
  longevity for the shade, not just replace the broken part. We maintained prompt
  and abundant communication with the customer every step of the way. Our entire
  team remained respectful to the customer in person, through email, and over the
  phone.

  
  
  

   

  
  
  

  This
  customer repeatedly demanded financial compensation for the installation taking
  longer than estimated and the need for more than one-day installation. The
  demands increased in intensity with the situation culminating in a phone
  conversation with the customer’s wife. On the phone she hurled insults and
  accused an owner of being “young, inexperienced, and a debt collector.” She
  ranted on stating we had “no business being in customer service” and that
  we need to “retrain our entire staff.” She demanded we tell our customers at
  the time of sale that we have “no clue when a product will arrive.” We remained
  calm and respectful to the customer’s wife.

  
  
  

   

  
  
  

  We
  seek outstanding relationships with our clients that are mutually beneficial.
  In hopes of salvaging some peace, we did offer the client a no further contact
  discount. We do not believe this customer treated our company with the respect
  and integrity that we treat our clients with. Nonetheless, we intend to stand
  behind our product, installation and service because that is the type of
  business this customer is working with.

  
  
  

   

  
  
  

  In
  the absence of a monetary discount, there was nothing we could have done for
  them to determine we provided quality service.