Complaints

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• Initial Complaint

  Date:08/03/2022

  Type:Product 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 order custom plantain shutters from this company. They sent someone to measure the windows for installation. When the shutters were installed, we found out that my tilt in windows for cleaning would not tilt in due to the shutters. I visited three other people in my development who had shutters installed by other companies and their windows still tilt in for cleaning. When I contacted penn blinds they came out and told me my windows were bad ( house in brand new only one month old) other people with same windows did not have this problem. They refused to install proper shutters. When I told them I would file a complaint they told go head, no one really cares. The shutters were made by *************************** and when I called them they told me they were not responsible for installation that was Penn blinds problem. The shutters cost thousand of dollars ( 6 windows), and Penn blinds basically told me the would cut up the existing shutters to make them work, but the cut would not be smooth and would be visible. I told them that was unacceptable and they told me that is to bad.

  Business Response

  Date: 08/22/2022

  Dear ******* *****, 
  Thank you for contacting Penn Blinds regarding Complaint ID ********. After reviewing the customers  compliant listed as “Product Issues” and the “Statement of the Problem”; it is evident that there are  many inaccuracies to the customer’s alleged dispute. We appreciate the opportunity to provide an  honest response to all of their false statements. 
  As a ****** ******* window treatment dealer our company and ****** ******* provides the most  accurate and detailed information in the industry to our customers. The customer ordered ****** ******** Plantation shutters, not Plantain shutters, as alleged. The customer states “they sent someone  to measure the windows for installation”. Actually, ****** ******* Installation Services (**IS) is  contracted to all ****** ******* dealers within their network and **IS sends their professional and  certified employee to perform all the window measurements and installation services to the customer’s  residence as a site visit. In fact, Penn Blinds has a designated **IS person. He has been installing  ****** ******* Shutters for Penn Blinds for 21 years. As part of the measurement process on  4/13/2022, the **IS employee reviewed the window measurements, verified the shutter type, hinge  and swing direction, color, louver size and the trim molding that the customer selected during the  original consultation. **IS explained the above previously mentioned details along with explaining that  a particular molding trim “***” is used to hide out of square window openings and the bottom sash on  windows would not open due to the size of trim’s internal reveal of ¼ inch on each side of the window jamb to hide the out of square window jambs. The customer explicitly told **IS it was OK if the sash  would not fully tilt in because the top sash is a fixed pane and does not tilt-in anyway. It is important to  mention, that customer’s wife was not present during the **IS final measurement and it appears that  customer did not communicate the information regarding the tilting to his wife.  
  After **IS performed the installation of the shutters, the customer contacted Penn Blinds that their windows do not tilt in and asked our company to come out their residence to find a resolution, even  know they knew the bottom sash would not fully open. During the site visit on Friday 7/22/22 the  customer asked if we could modify the 1/4inch reveal on the inside window jamb hidden behind the  shutter louvers, which we agreed to “trim” a portion of the 1/4inch reveal. We communicated to the  customer that we would be in contact with them to schedule a date. On Monday 8/1/2022 the  customer left a VM stating they wanted the shutters removed and replaced. The customer also alleges in the “Customers Statement of the Problem” that Penn Blinds told him as he quoted “my windows are  bad” and “they refuse to install proper shutters”. Penn Blinds did not tell the customer that they had  bad windows, but rather explained that the customer’s windows jambs are “out of square” and that  during **IS original site visit the reason they selected the “***” style shutter trim to hide the out of  square windows of the house as worst window in the house was more than ¼ “out of square. The  original **IS measurement documents are available thru ****** ******* if further verification is  required by the BBB. The shutters in the customer’s house are beautiful and operate efficiently. Penn  Blinds assures to the public that the “proper shutters” were installed by **IS. The customer also alleges  that they called ****** ******* (**) and ** said “they we not responsible for installation and it was 
  Penn Blinds problem”. Since **IS is part of ** and provides the measurement and installation services,  it almost seems laughable that ** would tell the customer “they are not responsible for installation and  that it was Penn Blinds problem. What reputable company; especially **; would be so rude to a  customer. The last and final allegations of the customers statement are quote” The shutters cost  thousands of dollars (6windows) and Penn Blinds told me they would cut up the existing shutters to  make them work, but it would not be smooth and would be visible, I told them that was unacceptable  and they said to bad” unquote. To the contrary, Penn Blinds agreed to remove a small portion of the  1/4inch reveal on the inside shutter frame so the bottom sash would open further and that the cut  would be smooth and not be visible at all while viewing the shutters from the sitting room.  
  The last irony is that the customer provided a 5 Star Review to **IS services on the customer  satisfaction survey. The review is available to the BBB if further information is required by the BBB. As  so eloquently stated in the BBB initial contact letter to Penn Blinds, “That there are two sides to every  dispute” Penn Blinds thanks the BBB for reaching out to us to provide the true facts and accurate details  of the alleged wrong doing and falsehoods provided by the customer. 
  

  Sincerely, 
  Penn Blinds