Complaints

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• Initial Complaint

  Date:01/21/2025

  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 8/11/2022 I ordered 3 metal Bahama shutters from Active Door & Window, ********************************************************* I have had previous homes equipped with metal shutters and I informed the sales person I wanted functional shutters. The order was for a newly constructed home with hurricane impact windows. The sales person determined I did not need special high impact shutters and recommended ****** High Visibility Impact shutters. While these shutters were called decorative they are made with same quality *********** has been my understanding that a Bahama shutter has three basic functions (3 but not all). First the Bahama shutter has that tropic/Caribbean look or aesthetics. Secondly, in Florida sunlight is intense and shutters help ameliorate sun damage/brightness but allows air flow. Third, the shutter can be secured to the home to protect debris from storms, winds and heavy ******* problem, which the company is not acknowledging, concerns the third function. Their shutter is decorative and does not require a permit and does not secure to house during storms. They have blamed fixed arms as the problem which is strange because the arms are easily removed with pins so the shutter folds flat to side of home. They cannot find a solution to secure a 40+ pound aluminum shutter to the house. Being unsecured in very high winds could result in a major problem if ripped off the side of home and damaging neighboring property or striking an individual.The company installing metal shutters that cannot be secured during any storms appears to be placing me into legal jeopardy.I have not sought legal representation as I have informed company of problem. I will contact owner.I simply want these expensive aluminum bahama shutters to operate as a functional shutter. What is disheartening when told they are decorative. By this kind of reasoning they surmise a customer would be happy with a decorative watch that does not perform what it was made for - telling time.

  Business Response

  Date: 01/21/2025

  We build our bahama shutters 2 ways using the ****** HV bahama shutter aluminum extrusion. The functioning shutter version has telescopic arms and a locking pin that allows the shutter to open and close to the wall. This version isn't necessary when covering an impact window since the window is your form of storm protection. The decorative shutter version has a fixed arm that secures the shutter to the wall and keeps it in that permanent position. They will not be ripped off the wall installed this way. We have installed hundreds over the years and have 0 reports of decorative shutters flying off the wall, including during Hurricane ***. I personally have 9 decorative bahamas on my home that have held up since 2014. I think the misunderstanding here is in the securing to the wall. We would not have sold the decorative version with fixed arms, like it says on your invoice, if closing to the wall was needed.  It was brought to our attention almost 2 years after the shutters were installed and paid for that you wanted a shutter that can close to the wall. We met on site 1/20/25, discussed a way to make the decorative version close to the wall that you accepted, and are getting the necessary materials. We will call you to install these parts when we receive them later this week.