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:08/28/2023

  Type:Product 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.

  6/12/23 paid $***** deposit for 3 blinds totaling $********. 6/13/23 check was cashed by ***************************, owner of budget blinds 7/3/23 installed wrong blinds and removed them from home after speaking with **** who stated he was on vacation until 7/4/23 then would refund $1,000.7/24/23, 7/26 (2 times), 7/31 (2 times), 8/1 (2 times) 8/8, LM with answering service On several occasions I have had friends call on my behalf to leave messages to call me back Im requesting my $1,000 returned to me after **** cashed it over 2 1/2 months ago.

  Business Response

  Date: 09/06/2023

  **************** did not receive the wrong blinds. The blinds that she ordered were 2 honeycomb shades for her french doors which came in correctly. She also ordered one honeycomb blind for her living room. This also came in correctly, but She was under the misunderstanding that her large blind should have had the Top Down/Bottom Up feature. The paperwork that she signed does not state Top Down/Bottom Up and does not reflect the significant upcharge of that feature. These are custom window treatments, made to order in the specific style, color and exact measurements to fit the window and chosen by the customer. They are not refundable as they can not be resold. They are customized according to what the customer chooses.

  We still have the blinds in the warehouse and will be happy to install them as long as the balance due of ******* is paid. The company that manufactured the blinds will not refund "customized" window treatments and I still had to pay for the product and shipping fees upfront. 

  At the time of install, **************** was irate and yelling at me on the phone. She insisted we remove the blinds from her home. She was very rude to my installer and made him feel very uncomfortable. 

   

  Customer Answer

  Date: 09/08/2023

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/11/2023

  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 10/3/22, Mark C, owner of Budget Blinds of Longmeadow and Springfield, measured several windows in my house for blinds. I paid him a deposit and, when the blinds were installed, my husband paid him the balance. One of the blinds, in the first-floor master bathroom at the front of the house, was not the correct blind I'd ordered from him. He ordered the correct blind; it was installed on 4/4/23. The blind was defective, unable to stay up unless tied to a towel rack. I texted him that day and he texted back that he would order a new one. I contacted him several times to determine the status of the blind with no response: 4/20/23 and 5/15/23 texts; 5/16/23 called and left message with receptionist at office number (originally ************); 5/31/23 texted; 6/2/23 called and left message with receptionist at office and was told he was on vacation until 6/4/23; 6/12/23 emailed requesting a refund of $289.18 since we hadnt heard from him or received a replacement blind; 6/15/23 called and left message with receptionist to make sure he received the email. On 6/20/23, I called Budget Blinds of ********* to find out if Mark C was still doing business as Budget Blinds of Longmeadow and Springfield and was told he was and that I should have received a replacement blind by now. On 6/21/23, I texted the person who installed all of the blinds for Mark C to find out why I wasnt hearing from Mark. He did not respond. I attempted to reach Budget Blinds corporate headquarters on 6/21/23, but they send all complaints automatically to the franchisee. No other Budget Blinds office in the area services West Springfield except Mark C's one. I have attached the original invoice, which lists a 5-year service guarantee. I do not believe he will honor this guarantee, which is why I requested a refund. I would prefer a replacement blind and, frankly, a refund for all the time and trouble I have gone through to get this replacement of a replacement.

  Business Response

  Date: 07/25/2023

  I agree that on 10/3/2022 I, Mark C, owner of Budget Blinds of Longmeadow and Springfield met with *********************** at her home for a free consultation and measured several widows for blinds. ***************** gave me a deposit and ordered the blinds she picked out according to the invoice she attached. She gave a $1600 deposit that day for the invoice totaling $2279.22. The blinds were installed on by our installer Ben in November  of 2022 and the remaining balance was paid. ***************** complained that she had wanted a Top Down/Bottom Up shade in the master bathroom. This was not what was agreed upon at the time of the sale as it would have been noted on the invoice as TD/BU (top down/bottom up) and there would have been an upcharge of $90. In an act of good faith, I ordered ***************** a replacement shade with the Top Down/ Bottom Up feature with the additional cost at our expense. We sent our installer out again, who is paid by the hour with travel time, to install the new blind, again with no additional cost for the added feature or installation. ***************** again complained about the blind and we sent our installer out again, at our cost. In his professional opinion, the blind worked correctly and functioned as designed. These are custom blinds that are made to fit the specific window in the design and color chosen by *****************. She picked the blind out and we upgraded this blind already for free. If she just doesn't like the shade, that is not covered by any guarantee or warranty. 

  There is not a 5 year service guarantee. There is however a 5 year product warranty for any defects or production issues from the vendor. I am happy to give ***************** the Customer Service Number for the company that makes the blinds and she can call them to have a replacement blind sent directly to her and install it herself or hire someone to install it. At this point, having sent our installer to the house 3 times and ordering the Top Down/Bottom Up shade, all at our cost, we are already in the negative on this project. Custom blinds cannot be returned as they are tailor made to the customers needs, so there will be no refund.

  Customer Answer

  Date: 07/28/2023

  Complaint: **********

  I am rejecting this response because: Mark C does not address the issue. A customer of his, I am left with a defective blind that he now refuses to replace or refund the money for. Installation is part of the cost of the shades, as the Budget Blinds web page titled We Do it With You says: We design, measure, and  install -- delivering beautiful blinds, shades, shutters, drapes, and more that perfectly complement your personal style (********************************************************************** ). Mark never said or implied that installation was not part of the price.
  
  The invoice, which I attached to my original BBB filing ,clearly lists Service Guarantee 5 yrs. Whether it is called a Service Guarantee or a product warranty that Mark states is for any defects or production issues from the vendor, a reasonable person should expect to receive a defect-free product. Mark acted on that expectation as he ordered two replacements of the blind in question and said he would order a third replacement. I have attached our text message exchange about that, dated 4/4/23. I do not understand why he does not follow through and ensure that I have an operational version of the shade I ordered.
  
  I ordered and paid for a top-down bottom-up (TDBU) blind for the master bath. To say that I complained when I pointed out that a top-down (TD) blind was installed is both incorrect and disrespectful. Mark said he would order a TDBU one; he never told me that it would cost more than the one he had originally ordered. The TDBU blind that came in was defective, and his installer and I told him that. He said he would order a new one, but the replacement was actually a TD blind. When his installer opened the box in my house, he immediately said, This is not the right type of blind. Perhaps he or Mark should have verified that the blind was the correct one before the installer came out to my house. Whether the blind worked or not, it was not what I had ordered. Both the installer and I told Mark this, too. And Mark again agreed to order a new one. That was on 4/4/23. And then I didnt hear from him again.
  
  I want to point out that I repeatedly contacted Mark through a variety of means over several weeks to find out the status of this third replacement blind. He never responded to me and he has yet to contact me directly. He has only responded to the BBB as a result of my filing this Complaint form. This is the first time I have ever filed such a form, after several years of working with Budget Blind franchisees in another state.
  
  Again, I am requesting a replacement and, for my time and trouble spent on this issue, I would like a refund.
  Sincerely,
  *******************************

  Business Response

  Date: 08/07/2023

  It seems as though we are going to have to agree to disagree. ****************** received a more expensive blind than she originally ordered in an act of good faith. We will not provide a refund, but as we stated earlier we will provide the customer service number for the blind manufacturer and ****************** can order a remake to be sent to her home. This is our final response. 

  Customer Answer

  Date: 08/08/2023

  Complaint: *********
  
  I am rejecting this response because: I have already spent quite a bit of time and trouble seeking customer service from the dealer (Budget Blinds of Longmeadow & Springfield). I am not going to spend more time seeking customer service from the manufacturer. That should be the task of a dealer.
  
  Sincerely,
  
  *******************************