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Business Profile

Shutters

Rocky Mountain Shutters & Shades

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Rocky Mountain Shutters & Shades's headquarters and its corporate-owned locations. To view all corporate locations, see

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Rocky Mountain Shutters & Shades has 3 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:05/07/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      This company is refusing to service the lifetime warranty that I have with their product. For more than nine months, I've been fighting with them to fix a straightforward problem with their installation and original product use. But Rocky Mountain Shutters, Shades and Closets have been uncooperative and the owner has been terrible to communicate with. I don't recommend that anyone use this company for anything--the headaches, time waste, stress and hassle they've caused puts this company firmly in the category of avoid at all costs. In 2024, *** acquired the business that installed my garage floor and took over the responsibility of handling all warranty issues going forward. I have a lifetime warranty on my epoxy floor. My floor failed due to poor installation and product choice. Their field agent deemed it a warranty issue in Sept 2024. The floor had blistering in some areas and shadowing throughout, which are included in the lifetime warranty. They are now going back on their commitment and claiming it's not a warranty issue (based on an opinion of a random subcontractor who isn't even employed there), and have nothing to back it up. This decision is arbitrary and capricious. He says that it's a moisture problem in my floor slab, but the bubbling is in only one spot in the middle of the garage so it makes no sense, not even to him. He is wrong and without proof. I have consulted with epoxy floor experts, general contractors and a structural engineer to disprove their half baked theory about a moist concrete slab. All are in agreement that this delamination/bubbling was a product and installation failure. After waiting more than eight months to have this fixed by them, I've been forced to hire it out to another company to protect my home from further damage. This was on my dime, and Rocky Mtn Shades also squirmed out of their lifetime warranty responsibility because of this. This is very bad business and they need to be held accountable.

      Business Response

      Date: 05/07/2025

      Mrs. ****** contacted ************************ in September of 2024 regarding some issues with her garage floor coating. Our sales team went out and did take a look and said they would get back to her on what was needed. ************************ is who she purchased the floor through and warranty was through that company. I (******* *****) purchased ************************ in October of 2024. The warranty that is with ************************ does not exist anymore because that company has been dissolved. We no longer offer garage flooring installation. We have partnered with an expert that has been in the business for over 20 years and they went out with a product expert and assessed the floor. It was determined that there was a moisture issue in the floor that caused the damage, therefore non warranty as that is not covered. There are several reasons why this was not covered, the first is that it is not a warranty issue, the second is that ************************ does not exist anymore therefor warranty is not available. Mrs ****** would not provide any documentation from her experts that assessed the floor as well and would not allow our experts to speak to hers. 

      Customer Answer

      Date: 05/12/2025

       
      Complaint: 23298275

      I am rejecting this response because it is not an accurate representation.  To clarify, when Rocky Mountain Shuttters, Shades and Closets acquired ************************ in 2024, they also acquired the responsibilities for existing lifetime warranties.  I have written confirmation of that from an owner, ******* *****.  Again, their employee came and assessed the floor in Sept 2024 per the lifetime warranty and determined that yes, it is in fact a warranty issue.  At this point, *******, per the lifetime warranty that she confirmed they were taking over on, sent a random floor subcontractor to check it out.  That person guessed that it was a moisture issue. But he couldn't say why, how, when or make any sense of it whatsoever.  Further, the damage in question (delamination) is in one little area in the middle of my garage so it makes no logical sense either.  He did however, try to sell me a replacement floor at nearly triple the cost ($12K) compared to market.  That's the level of trust we should be giving this guy.  And he is wrong.  But ******* and RMS jumped at that little piece of news from one guy and decided that was how they were going to deny the warranty claim.  Since no other contractor agreed with him, and his theory held no water, I was forced to have the floor replaced from another contractor to avoid further deterioration and damage to my house.  After all, I had been waiting for 9 months for them with a damaged floor all the while.  Conveniently, this also released RMS from their lifetime warranty responsibility.   It is false that I denied contact with my experts.  I sent ******* and RMS the invoice and they were welcome to contact that company and still are.  My guess is that they won't be convinced of anything, no matter how many people or various experts or common sense thinking is involved because they don't want to do the right thing by honoring the warranty.  If they don't want to pay for the warranty work that was needed, then they should pay for getting out of the lifetime warranty they agreed to uphold.


      Sincerely,

      ******** ******

      Business Response

      Date: 05/16/2025

      This was determined by experts to be a non warranty issue, that is the bottom line. Our sales associate went out initially and thought it may be a warranty issue, however he was wrong. We did have the transition in company and I did tell ******** that if it was determined that it was a warranty issue I would take care of it. This is NOT a warranty issue.

      We sent out **** *********, owner of **************************; and he brought a chemical *** with him to ***** the floor and it was determined her floor had a moisture issue which makes it a non warranty claim. 

      Email I sent to *** ****** who keeps saying our experts are not credible. 

      Our experts who checked your garage include **** who has many credentials and over 20 years in the business (see below).
      Chemical Engineer, 1981, ******************************************************
      Mobil Oil, Process Engineer, 1981-1983
      3M, Engineering and Management Roles, 1983 2004

      You also had a *** from Alta Coatings do a visit with **** early this year. He also agreed that the problem is moisture in the concrete.

      Customer Answer

      Date: 05/19/2025

       
      Complaint: 23298275

      I am rejecting this response because it IS a warranty issue and they are just trying to get out of paying for it.  If their "expert" **** had any explanation at all as to how it's a moisture issue, then we may accept his opinion.  But he provided no opinion, theory or anything.  Just "hey, it's a moisture issue but I don't know why or how but since that voids the warranty, I'll replace your whole floor for $12k".  It's ridiculous.  And their other chemical guy who came was just as perplexed and didn't know how or why it could be a moisture issue.  I was there and I talked to him.  One thing they both said though, and the original estimator agreed with, is that there is delimitation in one spot - which is a warranty issue.  It could have been an easy fix.

      Let's go over the facts:  there is only one small area in an oversized four car garage where the material failed.  It's not near the door and therefore not near moisture.  It's under a water proof floor coating.  There's no way for moisture to enter the garage, get under the coating, and magically travel to the middle of the floor and cause an issue just in that spot.  There's also no way that the pad underneath mysteriously got moist, and manifested it only in one little spot in the middle.  It's just common sense!  This is why their "expert" doesn't have any explanation.  Because it's just impossible.  

      Much more likely is that there is an issue with installation or material in that area, which makes it a warranty issue.  

      We all know it at this point.  

      This back and forth is not going to be resolved unless they offer some compensation for the forced recoat of my floor by a real expert on my dime, and the enormous amount of time and hassle this has cost my family.  Colorado Shades and Shutters should just admit it and do the right thing so we can be done with each other.

       

       

    • Initial Complaint

      Date:06/06/2023

      Type:Product Issues
      Status:
      Answered
      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.
      THERE SHOULD BE NO CHARGES FOR WARRANTY WORK. CONTACTED COMPANY AND WAS ADVISED THAT THERE WOULD BE CHARGES FOR THEM TO HONOR THE PUBLISHED WARRANTY.THERE IS NO INDICATION IN THE WARRANTY STATEMENT THAT CUSTOMER WOULD BE CHARGED FOR WARRANTY CLAIMS. PURCHASE WAS WITHIN STIPULATED WARRANTY PERIOD OF 5 YEARS. PURCHASE WAS MADE 8/2020

      Business Response

      Date: 06/06/2023

      **** called and had a shade that needed repaired. 

      He purchased in 2020. We explained that the shade was of course still under warranty but the service was not. So if he wanted an in home service call there was a charge for that. His in home service warranty was 1 year as per the contract he signed.

      He could also bring the shade to our store for warranty repair for no service fee and ********** to ***************************, the only thing not covered under the warranty is a $15 freight charge and the shade can be sent back to the store for the client to pick up or directly back to the home after repair. 

      I sent the client the below email along with the attached warranty and his signed contract that shows the 1 year service warranty. 

      I am not sure what refund he is wanting, but there will be no refund given. Warranty work is available as explained in my email to him. 

      Mark,
      I am sorry you are frustrated by the *************************** warranty. 
      I wanted to send a copy of your signed contract and the ************************************* 
      We are happy to get your shades serviced. The service warranty is 1 year, that is why if you want an installer to come out there is a trip fee. 
      If you bring your shade to one of our stores there is just a small $15 freight fee and the shade will be shipped directly back to you.
      There is no charge for the repair on the shade, that is covered under the warranty. 
      I hope the documentation attached helps, and I am sorry for any confusion or frustration.
      Sincerely, 

      *************************, Owner
      Rocky Mountain Shutters & Shades

    Rocky Mountain Shutters & Shades is NOT a BBB Accredited Business.

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