Complaints

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• Initial Complaint

  Date:02/14/2025

  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.

  Date of incident - 2/14/2025 In December 2024, we reached out to this company for shutters. ****** was our contact guy and sent someone out to measure and discuss options. We had to follow up for the quote, then had to follow up for business to pick a color and design. We picked color and design and in the contract it said we owe a deposit, but never heard from anyone. We never heard back from anyone for weeks after, so we followed up and asked if we could cancel because it was taking too long. They said we couldnt cancel, and we agreed understandably. The next day installers showed up without notification (figured the company would give us heads up of installation). We called ******, he didnt answer. He then called back, was VERY unprofessional, didnt listen to what we had to say. Basically we wanted to see what our options were as we didnt think the color was the same as we picked out/ordered. Was talked down to and we asked to speak to the manager. He said we could call on Monday. This was a Friday. When the owner, *******, called us, he right away was ignorant and insulted us calling my husband a little girl and lets meet up and fight. TOTALLY unprofessional. Then cussing at him and demanding payment or they will put a lien on our house. Weve never experienced this type of service before. Totally unprofessional and no one should be treated like that. We were simply asking for answers and opinions/options. They did not want to work with us and Im not sure how they get business treating people the way they do. Unable to work with them and I dont know how they are in business. Two bullies yelling at customers for no reason. We are just beyond confused and frustrated we were treated this way and feel threatened. We would like for them to take the shutters down and for the public to know how unprofessional this company is and to never give them business.

  

  Business Response

  Date: 02/19/2025

  This customer contacted our office on December 4th, 2024 via our website.  I returned the call that day and left them a voicemail.  They returned the voicemail and I scheduled ****** to perform an inspection on 12/11/24.The estimate was sent to the customer on 12/16/24 and he also called the customer that day.  Further, within a minute of sending the estimate, ****** also sent them color and style choices.
  
  On January 9th,the customer left us a voicemail that he would like to move forward and they had picked out the style and colors.  ****** sent the agreement, via email.  He also sent a deposit request email at the same time.  The customer signed the contract on 1/15.  At that point, we ordered the "special order" shutters.  Special order items can take anywhere from 2 to 12 weeks to arrive.  In this case, the items arrived about 3 weeks after the order. At some point the customer sent ****** an email requesting to cancel the contract due to "A significant financial crisis".  While we would have been ok cancelling it, we would still need to charge him for the items due to the fact that they were special order and could not be returned.  This was all spelled out in the contract. At that point the customer requested that we no longer communicate via email, but only phone calls.
  
  I take full responsibility for the crew showing up unannounced.  There was a miscommunication, on my part, with an installer that happened to coincide with a couple of days where I was out of the office with no access to phone or email.  However, after speaking to our installer, they said that the customer, while not happy about the lack of notice, was happy with the work.  Indeed, the customer had our installer do additional work that was not in the agreement, and we didn't charge the customer for that work.
  
  I spoke to my business partner regarding some of the other comments.  While name calling is never professional, the customer did start a conversation with a heavy F-you! and was entirely aggressive.
  
  It seems disingenuous to say that we didn't communicate throughout the process, as ****** alone made 7 different phone calls to the customer, and I spoke to the customer no less than 3 times.  There are multiple emails to the customer, some had replies, others did not.
  
  The customer failed to provide a deposit, even though we requested the deposit on 1/16/25, to date we have not received it.  This aligns well with the statement that they are suffering a  "A significant financial crisis".  As far as the comment about liens, yes, it is within our right to enforce our contract, and liens are a possibility if you don't pay for the work performed.  Indeed, we have completed the project, and the customer still has not paid us any money. 
  
  This doesn't really seem to be about the products, the work, etc.  While we did fail to provide notification, to which we are changing some things internally so it never happens again, we did successfully complete the project - including the additional work that was requested, but not billed.

  Customer Answer

  Date: 02/19/2025

  Complaint: 22944470
  
  I have reviewed the business' response, we are paying the invoice, but rejecting the response because:
  
  I appreciate the feedback from the business, and we have every intention of paying for the shutters as it was great work done, we only had a question about the color of them as we didnt think they looked the same as we saw online.
  
  ****** did send emails but never picked up when we called most of the time. Very difficult to get ahold of and email seemed to be the best option.
  
  When they said we could purchase the shutters after we emailed about being in financial trouble, we werent given the opportunity to choose this as the shutters showed up the next morning and ****** never called as stated in the email to discuss.
  
  As to the ** you" comment, that was in response to the tone of ****** on the phone. ****** was very ignorant from the first comment on the phone after he called **** back. Being argumentative and not listening to what we had to say, and just denying everything that we were trying to tell him.
  
  When ******* called, it was even worse. Threatening to fight ****, "you're going to pay for this you little girl, let's meet up and fight". Very unprofessional . We had no right to be treated this way and it was all a big misunderstanding. They didn't take the time to listen to him at all. 
  
  He is correct about this not being about the service or product - we were just confused as to why they both came at **** that way. 
  
  Sincerely,
  
  ***** ********