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Business Profile

Window Shades

Polar Shades, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Window Shades.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint 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:07/22/2024

    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.
    On May 14, 2024 I ordered 12 shades in color charcoal / black. Delivery and installation time was estimated at 3-4 weeks. On Friday June 14, 2024 they came and brought the shades. The color was wrong. In addition, they did not schedule me enough time to install all the blinds. They left the project half way done. There were holes in my walls. They promised they would return a few days later on June 19, 2024 and finish the job and also have replacement blinds in the right color. On June 18, 2024 I called the rep to confirm they were coming with all new blinds and to finish the job. The rep told me that the replacement blinds in the correct color were not ready. He would call me when they were ready and yes, he could ensure everything would be done all in one day when they returned. On June 27, 2024 I agreed to allow them to come back and finish the install. They came and finished the other half of the install. They did not have the replacement shades in the correct color as the rep says they were not yet produced. On July 9, 2024 they scheduled for July 11, 2024 to finally install the replacement shades in the correct color for the entire house. On that day they arrived and two of the main living room replacement shades were now the wrong size. On July 11, 2024 my attorney sent a letter to the company demanding a call to resolve this issue. On that day the owner ********* called me. I told her to call me when she actually have the correct blinds in hand, then we can set up the date for install. She said we will put you in for Next Friday July 19,2024 but I will call you once the blinds are done to confirm. I waited 5days for her call. Tuesday evening July 16, 2024, I text her, whats the update on the blinds? She replied saying she had already confirmed with me. She obviously didnt remember our conversation. The conversation turned ugly with her even saying she would have kicked my a** after I called her out for being so unorganized.

    Business Response

    Date: 08/01/2024

    On May 15, 2024, ****************** placed an order for (9) Interior Motorized Shades with ****, one of our residential project managers. Additional shade orders were placed on May 24 and June 7, 2024. I have attached copies of the orders signed and approved by the customer. The initial order placed was with "******************* 5%" Openness (95% sun control) and "Canyon" Blackout (room darkening) shades as written and signed on order placed. Therefore, when we arrived to install the shades on June 14, we were unable to finish our job due to the disagreement in his materials. The "holes" in the walls, is where we have to cut into to pull power and hardwire his 110v electric motorized shades. This is industry standard practice in construction where we paint and patch drywall upon completion. Customer also added additional motorized ********************** for his house along with authorizing the corrected fabric color and percentage which is "charcoal/gray 1%" (99% sun control). All of these changes require additional time, patience and understanding which is where I believe our conversation took an ugly turn. I believe and hope the customer and I will quickly resolve this matter as we are in the process of replacing the fabrics to ensure the customer is satisfied upon completion. My goal is for ****************** to not only be satisfied with the outcome, but will be HAPPY and continue doing business with Polar Shades.

  • Initial Complaint

    Date:10/19/2022

    Type:Product Issues
    Status:
    Unanswered
    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.
    We purchased an automatic roll-up patio shade for approximately $5,000. The contractor hung it, and when it was rolled down, there were puncture holes down the middle of it. They sent a new screen to put installed in the existing roller mechanism. The 2nd screen was sent with zippers and wasnt the right screen for the roller mechanism. A 3rd screen was sent and installed. The screen is 27 long. When it is rolled down and attached to the ground, theres large waves and wrinkles all across the screen. It rolls up crooked on the roller and continues to get worse and bigger wrinkles. Weve sent numerous videos and pictures of the problem, and they will not send anyone to even look at it. Their answer was that we need someone to stand on the side as it goes up and down and guide it. Weve tried that to no avail. There is a 5 year warranty on the shade, and they are not standing behind their product. It was defective from the getgo. We feel that because the housing was left up when the original screen was installed and they only sent a new screen to be installed into the housing, that we never received an actual manufacturer built and installed shade. The original shade was cut out of the housing and then the new shade installed up in the housing by a contractor, making this product a repaired product and not built at the manufacturer. To pay $5,000 for something that doesnt look nice, doesnt roll up properly, and continues to get worse with use is not acceptable. It was purchased in September 2021. Due to the holes in the first one and then zippers in the 2nd one and a 3rd one having to be sent and installed, its only been in used for 6 out of the 12 months weve had it. We just want a new one made and manufactured from Polar Shades and not the defective, repaired shade. Hopeful the BBB can help resolve this problem Thank you ***** & ******************* We have videos and pictures of the shade of you need them

Polar Shades, Inc. is NOT a BBB Accredited Business.

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