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Business Profile

Shutters

National Shutter System, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

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

If you've experienced an issue

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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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Complaint status

Complaint type

  • Initial Complaint

    Date:02/13/2025

    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.
    On 10/24/24 I ordered 3- rolling Shutters and paid a deposit of $1,284.00. I was told by ****** that she would put in a rush order and they should be ready the be installed on or around November *******. After not hearing from the Company on December 19, 2024 to check the status of my order. I was told by ****** that the Shuttles was in and she scheduled for installation on Monday December *******. The appointment was a no show. I not hear from ****** until February ****** . On that day she stated that they had just received the shutters and want to setup an appointment for installation. I informed her that I was very dissatisfied with the customer service that I was receiving and that I want full refund. She refused to refund my deposit. I do not want to do business with this Company.

    Business Response

    Date: 03/01/2025

    Mrs ******** placed an order with the company. I spoke to her in December and I did set a date for installation. However, when we went to pick up, the manufacturer explained that there was a delay in the shipping of materials. I did call to explain to Mrs ******** but I was unable to reach her. Once we got the information that her order was ready, I called to let her know that we would install the very next day. She was understandably upset and said she no longer wanted it. I explained to her that these orders are customized and her deposit went to the manufacturer. As I was going to tell her that I could even offer her a bigger discount, at a loss to us, she hung up the phone on me mid sentence. I did try calling again but once again, she did not answer.

    It would be extremely difficult to return her deposit because it went to the manufacturer for the making of her shutters. We pride ourselves in having happy, satisfied customers and I am willing to work with her to come up with a solution that will benefit us both.

     

  • Initial Complaint

    Date:10/20/2024

    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.
    Around January 2024, my shutter froze so I. Called ***** at National Shutter to come and fix it. I pd extra for this service. I asked him to bring an extra remote, But I didn't get. My neighbor next door who is a thief some how got it!! Boy did she have a laugh and stole almost everything I had!! He told me the code could be changed. But now he refuses to come out and change it.

    Business Response

    Date: 11/19/2024

    Good Afternoon. In October 2023 we installed shutters for Ms ******** and she also paid for a maintenance agreement which allows for a twice a year visit to service her shutters. We went out in December, serviced her shutters. While there, our techs explained that it was highly unlikely that anyone could get a code to open her shutters. They did reset the motors and reprogram her remote. Ms ******** called shortly after to say that our techs gave her neighbor the code to open her shutters. An accusation that is completely unfounded and untrue and highly insulting. We also went out in January when her shutter froze and serviced them. Her maintenance agreement has now expired.

    Ms ******** also messages at all hours of the night - 1 am, 2:30 am complaining that her neighbor is coming into her house and watching her. We have explained multiple times that programming a remote is a technical skill - it also involves opening up the shutter to sync the motor to the remote. Her neighbor could NOT have done that. 

    We value all our customers and we take pride in making them feel safe. However, we also cannot afford to have our techs drive hours away to solve problems that do not exist and also wont be compensated for.

     

     

     

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