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:04/05/2024

  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.

  We purchased electric blinds from McClain Electric specifically from Jeran. McClain Electric did the electrical work on our custom home through Porter Homes. The blinds are defective, Jeran assured us we would receive replacement blinds as they are under warranty. We have been ignored and lied to for months. Still no replacement.

  Business Response

  Date: 04/17/2024

  I sincerely apologize for the inconveniences with the auto blind system.  Please be assured that we have not "lied"  to about the living room shades being replaced do to some fraying of the shade material.  Although it has been a long process, we at McClain's Electric have not let the manufacturing company ignore this situation, they are truly the ones responsible for the warranty of their product.

  If I remember correctly. we received word, over 12 months after install that the living blinds, (there were more purchased), were starting to fray on the edges, although very usable.  I contacted the representative for the blinds told them what we witnessed and they eventually agreed to replace under warranty.  At that time I  reordered the blinds,  and the blinds company refused to cover under warranty, after they agreed to.  Myself and my direct sales person argued with the manufacturing company and eventually have an agreement  with the Vic President of "Lutron" for them to be replaced.  This particular part of the warranty process took many month and many emails to get to this decision.  As part of the agreement the clients would have to pick another fabric as the original had been discontinued.  After a delay (clients were out of town) my employee Jeran, met with home owners and picked new fabric, and once again even though the new fabric was listed as available, it also had been discontinued.  At this time we try again, and the manufacturing company replies back that the third pick would not work as it would not fit on the spools do to window sizes.  At this time, 4th time, we are waiting for the shipping date on the blinds, although just received word on 4-12-2024 that they ran into system issues on their quoting/design  system.

  Now please understand that I, McClain's Electric, am not writing this as an excuse for our failures, but more as to give a full perspective of the situation.  I have never, nor will I, knowingly  miss lead or "lie" to a client.  Also I want to make clear Jeran is an employee and he only agrees to and relays information to clients what he has been ask to. This unfortunate case has been a very long process and yes I myself do take responsibility for not being as diligent, and informative as I should have been. Please keep in mind that I can not manufacture the product myself, and we are at the merci of a very large manufacturing company. By no means, the clients should have to be dealing with this and I do apologize. I fully expect to have this situation remedied soon.

  Customer Answer

  Date: 04/17/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The last correspondence, which I initiated, was in November. This was with Jeran. He is the only contact person I have been given. He was the person who placed the order. I have not received any communication from McClains unless I inquired about the status. In November Jeran texted that we needed to select new fabric again, this was the same explanation we were given in March of 2023. I am beyond frustrated, we paid over $18,000 for the blind material. I need a firm commitment and date on when these will be replaced.

  
  
  
  
  
  Regards,
  
  
  
  ***** ******
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Customer Answer

  Date: 06/27/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau®:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  Regards,
  
  
  
  ***** ******