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:03/27/2024

  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.

  The company finally sent competent professionals who reinstalled the shutters. Id like to close or withdraw this complaint. 
  

  Thank you.

  anywhere and this can easily be proven. In fact, ********* told us that in order to determine what really caused the shutters to collapse, they would need to send someone in person but CHD would also charge us $150! CHD has 0 concern that the people they sent to install the shutters did such a poor job that it caused an extremely dangerous situation in our home. First, the shutters in bedroom 2 (that collapsed) were held together by 3 thin nails on the bottom window sill, 5 thin nails on the left side of the wall, 4 thin nails on the right side and 2 thin nails at the top, all driven through drywall (except the window sill). Some nails appear much shorter than others and they likely did not contribute much in terms of hold and stability. There is absolutely no way that these little skinny nails placed randomly and varying in length were sufficient to properly support and secure the heavy shutters especially the 2 tiny nails placed closely together at the top and the 3 skinny nails on the window sill at the bottom that were placed on the right side only. The left side of the window sill had 0 nails and no support at the bottom. It is a miracle the shutters stayed up this long. When the shutters collapsed, they also damaged the wall. The shutters in bedroom 1 appear to be barely hanging on. The nails in bedroom 1 are much thicker than those in bedroom 2 and were driven through the shutters in such a sloppy way that they have caused cracks inside the shutters on both sides thus damaging the shutters. Also, there are nails missing on the right side and there is a huge gap in between the wall and the shutters on that same right side. The shutters in bedroom 1 are barely hanging on the wall and will need to be dealt with ASAP before they collapse next. The shutter installations cannot possible meet any industry standard for a proper installation. Was this work really performed by Master Certified technicians as CHD claims on their website? This was a poor quality installation performed by individuals who did not possess the necessary skills to complete the installation correctly. And as a result, the shutters in bedroom 2 collapsed and the shutters in bedroom 1 are damaged and barely hanging on.In a further effort to avoid responsibility, CHD now claims that they were somehow not the main party to this transaction and that its actually the manufacturer who sent the workers to install the shutters. This is either a complete lie or CHD misrepresented their installation services to us from the beginning and to the public as evidenced by CHD own statements on its own website regarding installation services. It clearly states that CHD is responsible for the installation and that is exactly what they represented to us and continue to represent to customers and the public in general on their website. In *****, like in most states, there are laws against deceptive and misleading business practices and consumers are protected by certain implied warranties that apply to goods and services. The installation of the shutters in both bedrooms was done in a shoddy and unworkmanlike manner. At this point, we want a refund and do not trust this company to do anything inside our home. Alternatively, we are fully prepared to take legal action to recover our losses including the full extent of damages available under the law for the blatant deception and misrepresentations by CHD.

• Initial Complaint

  Date:08/02/2022

  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.

  On April 2, 2022 I paid 1,971.88 deposit for shutters to Classic Home Dallas I was advised that normal time would be 6 weeks, but it's been taking 8 weeks.
  To begin with upon placing the order I was not advised that these shutters would be made and coming from out of the USA. I was told about this once I started inquiring about the status. I was advised on June 21, 2022 that the shutters had arrive to Dallas and as soon as the merchant received them I would get a call to set up installation.
  I spoke to **** who is the owner and he asked me to wait, due to containers were still on ship at port. but I had no date, and there was nothing he could do. Today is August 2, 2022 and still don't have the shutters that I order.
  I have asked for a refund and I was advised the shutters had already been paid for and the shutters had been made specifically for my home.
  I understand that but I paid him and I still don't have the shutters. I should not be inconvenient because he is working with a business that can't deliver timely.
  I sent him several messages asking for a refund or complete job timely, but he is not responding.
  Please assist me in this matter as I do not want to take this matter to Small Claims Court.
  
  Thanks ******** *******

  Business Response

  Date: 09/29/2022

  Business Response /* (1000, 7, 2022/08/17) */
  Thank you for your note. This customer purchased the custom made shutters for her home on Saturday April 2 through our Sr. Designer. On Tuesday April 5, our shutter designer completed a detail measure of her home, completed and placed the customer order to fit her windows on April 7. The wood was cut and dried on April 9.
  
  We hurry on the front end because there is a 12-14 week wait on all shutter orders. This is typical in many shutter companies in the industry. In this case, she had specialty shape arches which always take 14 weeks... which is what her designer told her at the beginning.
  
  The shutters landed in Dallas via Burlington Northern on or around July 7. Right at 12 weeks. Which would have been right on time. However there was a backup on the rail lines that resulted in her custom made shutters being in a container stacked in the middle of 3000 other containers at the Alliance Rail Yard. We have documentation on this from the manufacturer and the rail company consistently as we worked to get this situation resolved. BTW, this has never happened in the with Burlington Northern before.
  
  Why the back up? There was a back up on the rail lines from California through Texas which resulted in Burlington Northern dropping 3000 containers in Dallas without a plan to get them out to delivery because they had a urgent need to open their lines to get trains through to other parts of the country
  
  Mrs. ******* began calling eventually telling us she needed the money for something else. I am the owner of Classic Home Dallas, and I along with her designer ***** and our Customer Liaison spoke with Mrs. ******* several times explaining what had happened and that we were checking almost every day when we would have her container #964 in our system out.
  
  At first she was ok to wait, but two weeks later she was very upset and told me she needed it done by August 2. I personally told her the container was here and we were working hard to get it out of the middle of the stack of 3000 containers, but it was in Burlington Northern's control. That we would continue to communicate to them every day. And we did!
  
  The customer eventually said she had other plans for the money. I told her, " these are built to you home's specifications. We are doing everything in our power to get them."
  
  Two weeks ago, Burlington Northern brought a bunch of cranes and trucks with trailers and we received them on August 9. We began calling any customer who had shutters and have installed many this week that were in those containers.
  
  We called the customer to schedule her install as soon as they arrived at our warehouse. She replied that she had her plans, which I assume was to write to the BBB.
  
  We have done everything we could to respond with urgency from the beginning. The customer simply wanted her money back on shutters that were custom made for home, just a little over one month late because of a unusual back up at the railroad.
  
  Her only solution was she wanted a refund because she needed the money for something else. As a company, everything we do is custom and once ordered, we can't resell the product because it is built for individual homes. We do everything in our power to respond with alacrity... but in this case, we simply could not gain access to the product from the rail company.
  
  Please let me know if there is anything you think we can do to help ********. We are willing to offer a partial refund to allow for this unusual wait. We had other customers with products trapped in these 4 containers and now have everyone else installed or scheduled to be.
  .