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:02/03/2025

  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.

  On August 26, 2024, Pacific Shutter replaced the motor of one of my hurricane shutters for $2,340. The same evening, I discovered the directional switch was wired incorrectly. Despite multiple attempts to have this corrected, your team initially refused to take responsibility, only agreeing to fix the mistake after I mentioned disputing the charge. This was a stressful and unprofessional experience due to the aggressive and dismissive behavior of your *********, five months later (Jan *******), the shutter has failed again. Upon consulting a different licensed professional, they determined the motor was not functioning and needed replacement. On January 23, 2025, I contacted Pacific Shutter, and while your team responded promptly, your technician, ******, did not fix the issue and was unprofessional. Very grumpy and unpleasant. During our January 24, 2025 phone call, you again dismissed my concerns and falsely accused the other technician of causing damagemirroring how you mishandled the switch issue in August.Outstanding Issues:The issue remains unresolvedthe non-functioning motor was removed and replaced by a licensed professional. The removed motor has scratches, and the technician questioned whether it was truly new.I asked you to provide the motor's serial number, brand, model, manufacturers contact information, and proof of your purchase (invoice & serial number). But you refuse. Your teams past actions show a pattern of evading responsibility, as seen in August when you failed to acknowledge the miswiring issue until forced to act.I will not ship the motor back because I do not trust your company.the motor is under warranty and should be refunded.

  Customer Answer

  Date: 02/03/2025

  I only wish **** that this company is choosing to do the right thing and be honest with its customers. The attitude of both the owner ***** and the technician ****** is so dismissive, entitled and arrogant towards their customer.  When I requested the invoice and proof of purchase of the motor, serial number, they refused. I don't understand why. If they are in good faith, they  basically have to contact their supplier and ask for the warranty to apply. This is suspicious that they dont. When the new shutter company came, they really questioned the newness of the motor. Maybe it is not a new motor ? and maybe this is why they dont want to provide the evidence of purchase from their supplier. They wanted me to ship back the motor to them but I can not trust them.

  *******

   

  Business Response

  Date: 02/14/2025

  Here is the video from our arrival on-site on 1/24/2025. It documents that the shutter had already been disassembled and disconnected by a third party. The footage also captures the condition of the equipment, showing its age. Additionally, the timestamp on the notes from our CRM system is visible for reference.

  Business Response

  Date: 02/14/2025

  Dear BBB Representative,
  Thank you for reaching out regarding Complaint ID ********. At **********************, we take customer concerns seriously and appreciate the opportunity to address this matter with full transparency. Our company is committed to professionalism, customer satisfaction, and standing by the terms of our service agreements. Below is a detailed explanation of the events and our proposed resolution.
  Explanation of ************************* & Motor Installation (August 26, 2024)
  The customer hired us to replace a motor in one of their hurricane shutters, which was installed on August 26, 2024.
  At the time of installation, we documented the condition of the shutters with photos and videos, confirming that the motor was installed correctly and was fully functional.
  Post-Installation Concern (Directional Switch Wiring Issue)
  The customer later reported that the directional switch was wired in reverse.
  Although this was a minor issue, we promptly returned at no additional charge and corrected it.
  Motor Malfunction Claim (January 18, 2025)
  Approximately five months after installation, the customer contacted us, claiming that the motor had stopped working.
  We responded immediately and dispatched our technicians to her property at no cost.
  Upon arrival, we found that the shutter had been taken apart and disconnected by another company before we were contacted.
  The customer confirmed that a third-party company had diagnosed the motor as defective, but we were not given the opportunity to inspect it before it was removed.
  Warranty Terms & Customers Refusal to Follow the Process
  Our warranty policy, clearly stated in our ************** Contract (MSC), requires:
  The allegedly defective motor to be returned to us so we can submit it to the manufacturer for evaluation.
  If the manufacturer determines it is defective, a replacement motor is provided under warranty.
  The customer refused to return the motor, instead demanding an immediate refund, which is not part of the manufacturers warranty process.
  Since a third-party company worked on the shutter and replaced the motor, our warranty was voided per the terms of our agreement.
  Escalation & Hostility Toward Our Team
  Despite our efforts to assist, the customer escalated the situation by emailing and texting other residents in their building with false claims and making public accusations against our company.
  Additionally, our team members were subjected to hostile and aggressive behavior, creating an environment where they felt unfairly targeted and pressured.
  While we respect every customers right to express concerns, we do not tolerate threats, hostility, or defamatory statements against our staff or company.
  Proposed Resolution
  Since the customer has already hired another company to replace the motor and their shutter is now functioning, no further service is needed from us. However, we still want to offer a fair resolution within the scope of our warranty policy:
  Option to Submit the Motor for Manufacturer Evaluation
  If the customer chooses to return the removed motor to us, we can send it to the manufacturer for evaluation.
  If the manufacturer determines that the motor was defective, they will issue a replacement motor under warranty.
  Since the customer has already replaced the motor, the new unit can be kept as a backup spare in case the new motor fails in the future.
  Limitations Due to Customer's Actions
  Since the customer refused to return the motor initially, we have no way to verify whether the failure was due to a defect or caused by improper installation, third-party interference, or external conditions.
  Without manufacturer verification, we cannot assume responsibility for the alleged defect, nor can we provide a refund.
  Final Offer & Next Steps
  If the customer sends us the removed motor, we will facilitate the warranty claim with the manufacturer.
  If the manufacturer determines the motor is not defective, it will be returned to the customer as is, and no replacement will be provided.
  If the manufacturer confirms a defect, a new motor will be sent to the customer as a backup spare for future use.
  If the customer chooses not to return the motor, we cannot proceed with the claim or reimbursement and will consider the matter closed.
  We believe this is a fair and appropriate resolution that aligns with our warranty terms and industry standards.
  Commitment to Service & Professionalism
  We have successfully served 12 other residents in the customers building and continue to provide honest, reliable, and high-quality service. Our goal is always to assist customers fairly, but we must also uphold our policies and ensure a respectful environment for both our clients and team members.
  We appreciate the BBBs time in reviewing this matter and are happy to provide supporting documentation, including photos, videos, and service records, if necessary.
  Thank you for your time and consideration. Please let us know if any additional information is required.
  Best regards,
  ******** *****
  Vice President

  Business Response

  Date: 02/14/2025

  Attached are four photos documenting the current state of the shutters, which are significantly aged and corroded due to their constant exposure to a harsh saltwater environment. This property is oceanfront, meaning the shutters are subject to continuous exposure to salt, moisture, and extreme weather conditions, all of which contribute to the deterioration of moving components over time.
  Critical ************************* Functionality
  We have previously explained to the customer that:
  The severe corrosion and age-related deterioration of the shutters can impact their functionality.
  These shutters consist of multiple moving componentsif any part breaks, misaligns, or becomes stuck, it can:
  Cause unnecessary strain on the motor, leading to improper operation.
  Increase the likelihood of the motor overworking or failing prematurely due to excessive pressure.
  This is why we have been replacing entire shutter systems for other residents in the buildingnew motors alone cannot resolve structural issues in aging shutters.
  Given these conditions, we firmly stand by our assessment that external factors related to the deteriorating shutters may have contributed to the issue the customer experienced. This reinforces why it is critical for the manufacturer to evaluate the motor before assuming it was defective.
  If you require any further documentation or clarification, please let us know. We appreciate your time and consideration in reviewing this matter.
  

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 22892793
  
  I am rejecting this response because:

  - this business is not honest and does not respond to the issue they created 

  - the motor may not be a new one. The business has refused to provide the evidence and invoice purchasing this motor new 

  - until now the business was not able to demonstrate good faith in the way they conduct their services and accuse the client instead of being accountable for its own mistakes and errors 

  - a professional licensed shutter company came and changes the defective new motor and assessed it was not new 

   

  - the age of the shutters and the environment have NOTHING to do with a defective new motor ? 
  

  - I have 12 shutters in my home . The most recent motor changed and installed as new is the shortest lived ever . A motor life span is up to 6 years + not 3 months  

  - bad business , bad faith, bad service is what represent Pacific Shutter company.

  in addition they are twice as expensive as the other shutter company I used after them

  to conclude : they are unethical and unprofessional and cost twice as much for defective product and bad service . 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 03/06/2025

  Dear Better Business Bureau and Ms. ************** take all customer concerns seriously and appreciate the opportunity to clarify our position once again. However, it is important to acknowledge that we have explained the warranty process multiple times, yet the same concerns continue to be repeated. Each time, we have responded with the same information regarding the manufacturers warranty procedures and what steps can be taken to resolve the issue.
  Warranty Process & Manufacturer Policies
  As previously explained, we cannot change the manufacturers warranty process. Every business has its own policies, just as major retailers like ****** require a product to be returned before processing a warranty claim. A customer cannot simply purchase a cheaper product elsewhere and demand a refund from the original seller.
  The motor manufacturer follows its own procedures to determine if a product is defective, and we have provided guidance on how to navigate this process.
  Repeated Communication & Attempted Resolutions
  We have communicated with Ms. ******* each time she has reached out, offering the same warranty process and making ourselves available without ever charging extra.
  At the time of our last visit, another company had already disassembled the roll-down shutters and placed the components on the floor. This voids any warranty, as the manufacturer requires an authorized technician to handle the assessment.
  Lack of Verified Information from the Other Company
  The customer claims another company determined the motor was not new, yet there is no proof of that companys qualifications, licensing, or exact assessment method.
  Our company, Pacific Hurricane Shutters, is a licensed and insured business under the ****************************** and Professional Regulation. We stand by the integrity of our services and the products we install.
  Standing by Our Reputation & Experience
  We have been in business for 20 years providing exceptional service to our customers. We take pride in our work and ensure compliance with industry standards.
  Despite our best efforts to resolve this matter professionally, the customer has been actively reaching out to other residents in their building in an attempt to tarnish our name. However, many of those same residentswhom we have served since 2019have contacted us in support, inquiring how they can assist.
  We regret that Ms. ******* is dissatisfied, but we have exhausted all reasonable avenues to assist her. We stand by the quality of our work and the integrity of our business.