Complaints

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• Initial Complaint

  Date:09/02/2022

  Type:Customer Service 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.

  I signed a contract to have plantation shutters purchased and installed for us on 9/9/21. We were told 2-3 months for delivery and install. After pushing back the date several times, we got an install date for January 25th. However, that was the first of our problems. The shutters were delivered but not the frames. So we had taken down all of the existing curtains and had no window treaments remaining for the next 3 weeks while they got a rush order on the frames. 3 weeks later the frames were delivered and 3 of the frames were wrong. So next, they had to schedule for a new person to come out and measure. That person canceled on us once, was a no show once, and then finally came to do the measurement. They ordered new frames. A month later these new frames were delivered, and another was still wrong. Again, a person had to come out and measure, and order a new product. Finally the last frame came and was installed. It took 9 months from contract signature, several lost hours of us out of work, hardship for not having curtains/shutters for several weeks, and no remorse from the company along the way. We paid $9640.16 for the product and install, and it did not meet our satisfaction and schedule.
  
  However, all the while during these installs, they were damaging the window frame itself by opening and closing shutters that didn't fit. Even though we told them about the issue, they continue to damage the windows without regard. When they were all completed, we asked if they were going to repair the windows or provide us monetary compensation and they declined.
  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 6, 2022/09/19) */
  This was second of two orders with us. First order was sept 2018. Fast forward to the second order - At the time the order was placed we were still in this COVID situation. When the order arrived we scheduled installation. The order was complete with the exception of a large frame that was NOT delivered. We worked with the factory and shipping co to get it tracked and delivered. ALL except for the one window were installed. The factory gives the delivery co 3 days to find or its re-made. At some point the customer contacted us saying that some of the louvers were hitting the window frame. I went back to access the issue and determined that the customer widow frames are out of square. we RE MADE 100% at our expense. This was a framing issue but I made the decision to do what I think was above and beyond customer service. Then at some point after that, they called and said one top and one bottom panel are hitting the laundry room window mullions. Again determined out of square finished window. We made the proper adjustments and ALL works perfectly. In the end, our communication was very open mainly with the wife Jennifer. I remember one appointment the wife canceled so that the husband could be there. This was to discuss the laundry room shutter described above. Resolution was agreed to and the adjustments were made.
  
  
  As far as lost work time - not sure about the husband but the wife works from home.
  
  
  NOTE - as a good faith repeat customer I also took additional $500 off the second order at time of purchase.
  
  
  NOTE - Additionally again in good faith we offered to credit $500 back while waiting on the final shutter and job complete and customer refused said no sense to refund then have to pay back again in the end.
  
  
  In the end the product is installed and working and functioning 100%. We take pride in our customer service and we will continue to do so.
  
  Consumer Response /* (3000, 16, 2022/09/29) */
  ***Document Attached***
  Received estimate. The painter said to do the repairs, they could not just touch up and theyd have to repaint as a result of the damage. I've attached the estimate.
  
  
  Business Response /* (4000, 21, 2022/10/10) */
  
  The business will hold to our original response.
  
  I will also add that contractors have been doing work at this residence in the rooms showing pictures. The contractors were in the upper front bedrooms that are in question.