Complaints

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• Initial Complaint

  Date:11/28/2022

  Type:Order 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.

  Down payment of $2,653.72 on August 31, 2022. Final payment of $2,500 on November 25, 2022.
  Jean M**** of All About Blinds measured our window a few times for plantation shutters. After a long wait for the product to be delivered, the attempt to install revealed that the measurements were wrong. M**** blamed *************, shutter manufacturer, suspicious and unlikely. Contractor removed and destroyed existing window treatment and installed shutters that were not wide enough, creating crevices all around the window. This required extensive drywall repair and painting, costing what M**** claims was $700. M**** unilaterally decided on where shutter controls should be, based on the height of the users. He asserts that this was agreed on, which it was not. When told that buyer would withhold payment until this was remedied, he threatened a lawsuit, with attorney charging "$500/hr" for non-payment. There was lots of shouting over the telephone, resulting in us caving into his temper tantrum and paying to shut him up. It is my contention that this job was botched from the beginning, and that M**** accepts no responsibility for any mistakes. Is it not true that "the customer is always right"? M**** is carrying on the business established by Sven, the previous owner, who tragically died from COVID, intending to carry on Sven's legacy. Jean M**** is no Sven and, in my opinion, hasn't a clue how to run a business. What we would like is for this job to be done right. Fat chance, I know, but felt compelled to share my story. Will provide documents if necessary. Thank you for your attention.

  

  Business Response

  Date: 11/30/2022

  Dear *****, ****, and Better Business Bureau.
  

  Thank you for bringing this issue to my attention, and I'm very sorry that we have been unable to resolve this issue in person, and I hope this response can help clarify the situation. Please know that I am already working with ****** ******* to accommodate the changes in the shutter control position as per the customer's request and will be covering any further expenses regarding this matter.

  
  I first measured the window in August, and worked diligently with the manufacturer ****** ******* to make sure that all measurements were correct. As ***** mentioned, I returned to the home multiple times to make sure these measurements were exact. But yes, as ***** addressed in her complaint, the shutter was indeed the wrong size, roughly 2 1/4 inches narrower than it should have been. While it is still unclear to me why the shutter was manufactured to be this size, I suggested how it could be installed as long as some of the drywall was patched along the trim of the window. I understood that this was highly frustrating to ***** and ****, as they had been waiting nearly two months to have this shutter installed (due to the manufacturer's supply chain delays), and that they didn't want to wait another two months for the shutter to be rebuilt. So, I explained to ***** and **** how the shutter could be installed, despite it being slightly narrower as long as the wall was repainted. At first they didn't like that idea because they would have to hire a painter to repaint the wall, especially since they said they were not in good enough physical shape to paint the wall themselves. At that point, and before we removed the window trim, I offered them three options. 1. I could give them a refund and re-install their old blinds, 2. re-order the shutter in the right size (which would take another two months), or 3. I could install the shutter today as is and I offered to pay to have a professional painter repair the exposed drywall and paint the wall. ***** and **** were somewhat animated at the time and seemed unsure what to do. Finally they negotiated to have my team install the shutter as long as the shutter wall and the right hand side of the room was also painted (to a point that was selected by them). This was an added cost on my end, but I felt that because of manufacturing delays, and because of the unfortunate size of the shutter, that I should really help them find satisfaction however I could, and I agreed to subcontract a painter. Customer satisfaction has always been my priority and I was set on making sure they were satisfied.
  

  
  They opted to have the shutter installed as is, and have the walls repainted. So we removed and disposed of their previous trim, installed the shutter as is, and I left the worksite confidently to attend to other business. The next day I spoke to **** to schedule a painter, at which time he expressed that he had been admiring our work and that he found the shutter very beautiful. A few days later a professional painter repaired the drywall and painted two coats in the room. At that time, I was still under the impression that they were very happy with their decisions. But, I later learned from speaking with my installers that ***** expressed that she wished she had never ordered this shutter to begin with, because of how expensive it was and the stress it had given them. I was not on site for the painting, but the painter told me that *****'s husband chose the final color and the painter said that **** was highly satisfied with his work. But I later learned that ***** had not chosen the paint herself and did not like the final color because it did not match an expensive rug in that room.

  
  After the final touches were completed, I called ***** and **** to process the final payment. That is when I learned from them directly that they were very unhappy with the shutter and the color of the wall paint. ***** began to explain that she was also unhappy with the shutter control position that I had recommended and ordered from the manufacturer, but that she wanted a shutter with opposite control proportions (a larger bottom section, and smaller top section). It sounded to me that after all I had done to help accommodate their custom order, they suddenly did not want to pay for the balance, and I see now that I lost my temper over the phone, and said some things I should not have. I am very sorry for this and I should have handled their complaint with more diplomacy. 

  
  I would like to clarify that on August 31st, ***** accepted and signed a proposal which included a breakdown of the current shutter size and the location of the operating controls. I recall explaining to ***** at the time of the consultation that because of the great height of the shutter, it would be best to have the shorter section at the bottom, that way she would be able to operate the entire height of the shutter without the use of a ladder or step stool. All of which was clearly described in the schematics provided to them prior to the start of the project.

  
  Since this incident, I have been working with the manufacturer to remake the shutter doors according to *****’s specifications. This will come at a significant cost to myself, but I am happy to cover all costs associated with the remaking of the shutter doors and their installation to make sure ***** and **** are fully satisfied. Despite the unfortunate exchanges we have had recently I very much care to extend my very best customer service to ***** and ****, they have been customers of our shop for many years and I do hope we can continue to honor Sven in our future dealings. I would like to offer you my most sincere apologies for the things I said over the phone, and I hope that we can continue working together.

  
  Please let me know if there are any documents you would like us to submit.
  Sincerely, Jean M****.