Complaints

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• Initial Complaint

  Date:08/12/2024

  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.

  1. We agreed I should pay $9443, which I would pay half before the job and half after the job is fully completed. So, the Initial deposit of $4721.50 was paid on 06/13/2024 2. The business is committed to providing me with high-quality motorized shades that can withstand anything.3. The business failed to complete the job with high-quality materials. So, I want a refund.4. I tried to resolve this with the business but they are threatening me with a mechanic lien.

  Business Response

  Date: 08/12/2024

  I just want to start off by saying that we take great pride in our customer service, our attention to detail, being truthful, honest and lead with integrity. Our morals and values far surpass profits. We are family owned, and we are a faith based company. Honesty and integrity mean everything to us. With that being said, this has been a rare occasion where we have serviced a homeowner, did everything on the contract, yes went above and beyond, and the homeowner try to get out of paying the obligated and due amount for completion. I believe what has happened was the homeowner may have regretted saving money and purchasing a motorized patio shade system that is warrantied on paper for 40mph wind loads, after trying to keep them down in Hurricane Beryll. 
  A quick timeline: June 6th: our design consultant conducted an in-home consultation at the homeowner's residency. Our consultants are very professional, courtesy, and honest. He was directed in dialogue by the homeowner, that the homeowner did not want to spend above a certain amount of money, therefore, the focus was on providing the homeowner with a motorized patio shade solution that would get the job done (block the sun based off %, keep bugs out, etc.) at an affordable pricing. The manufacture we utilize manufactures motorized patio shades at high quality, whether it be 40mph wind rating or over 75mph wind rating. There is nothing "sub-standard" or "below quality". They are a premier motorized patio shade manufacture. With that said, it was discussed for a system that would get the job done with sun, bugs, etc. but our consultant never said anything about "can withstand anything", nor did anyone from our company say "the shades can withstand anything". That is beyond me that the homeowner would depict that picture of us, again, trying to signal an unethical and dishonest company. We NEVER use that verbiage, ever! There is actually a company that would fall under that category, locally, but we do NOT use that verbiage. Then on June 9th, the homeowner hit the APPROVE button, via e-mail, to move forward with the contract/agreement. On the agreement/contract there states (see attachments) "standard model system", "standard tracks and bar" ... nothing about that agreement shouts "can withstand anything". I believe the homeowner knew this, and is just simply trying to sing a different tune now. I don't know why this is happening. He agreed.  Come June 14th, we measured it up, and we even considered not doing the job because of the complexity of it and the difficulty of the job, drilling into stone and adding extra aluminum, very custom job, but my top installer felt confident in it (and he actually hit a homerun with the final installation, despite the other accounts viewpoint). Come July 5th, very fast turnaround time, we conduct the installation. I believe this job took 2 days, due to the complexity of the job. We had to rent equipment to do the customization, which we didn't charge for, and we had to use additional aluminum which we didn't charge for. The installation was completed. We have pictures and video of the job completed. Done. The one complaint the homeowner had was the gap on the bottom of the one side screen. We agreed to get a new one cut to run parallel with the patio, so the gap would be sealed up. That screen is currently sitting in our facility (after we offered to replace it). THEN Hurricane Beryll hit. It must not have been ***** hours after everything, I am not sure of the exact timeline of Beryll, but the homeowner had his shades down in the storm. Winds reaching 80+mph. The shades he purchased and agree to are on paper for 40mph. Paperwork in the attachments as well. Somehow the 2 side screens survived the storm, and the larger back screen came out of the track. He is mentioning how his house had damage and such, but that is only from the storm pulling the track out because the screen was down during a hurricane, when it should not have been. Nobody on our Team told him to do this. Nobody on our team said "can withstand anything". Nobody on our team encouraged to keep down in hurricane. In fact, we encourage homeowners to keep the shades up when they purchase this exact patio shade system. The screen that was damaged, we offered to replace for free, despite the homeowner's negligence, just so we could help out becaus again, we go above and beyond for our clients! We try to at least, whether they see that or not, I guess is a different story. We treat everyone how we would want to be treated, as well. This whole interaction, discussions, accusations is saddening to me. It truly is. We work very hard to uphold our moral compass, and when these things occur where someone lies on our name - it's very disheartening. Borderline defamation.
  When he's requesting an apology - we did nothing wrong. We sold him a system based on their budget for the patio. We actually undercharged him. He agreed to it. We never asked for a 5-star review, the project wasn't finished. Our consultant might've asked him about leaving one, if he thought was crushed it, after the installation, keeping in mind also that we saved him money on electrical. He also made a side agreement with our electricians to hang his ceiling fans, which he has yet to pay for, but we paid for because we want the contractors and electricians to get paid for what they do, despite what the homeowner does or doesn't do. We do what is right. We pay them because they did the work. The homeowner did not pay them. The homeowner has not paid us the remaining balance. 
  The homeowner tried to demand an apology which doesn't fit for this situation. And we will be the first to admit something wrong, if we do so, and rectify it as well. He also demanded a higher wind rating system, despite agreeing to the standard track system with 40mph wind rating of great quality! And he tried to demand an engineer after all that. These terms we obviously did not agree to, nobody would. The homeowner is trying to call all the shots, after the job was completed and then hit by a hurricane. This project has cost us thousands of dollars, and now he's trying to not pay the thousands he paid in the beginning for a deposit. This is an example of fraud. 
  As far as the company that told him not good quality was installed, they're a competitor, and for whatever reason, through the manufacture and through homeowners, that company doesn't like us. I'd imagine because we are the light in the darkness. We bring truth to the marketplace. They operate...a little differently. All that to say, their opinion is biased. They are probably salivating over an opportunity like this. But we did what we said we would do. We went above and beyond. The homeowner wrongfully put them down in a hurricane. Now the homeowner has buyer's remorse and feels bad because he put them in a hurricane, despite the fact they should not have been. We offered to repair at no cost to help him out, but he rejected. 
  So yes, we are seeking our full amount of money that is rightfully and honestly owed to us. We are out thousands of dollars on this job because we paid for all the material, equipment, electrical, personnel, and contractors, only to have the homeowner argue about the job and try to drag our name through mud. So yes, we will seek a mechanics lien to get rightfully paid. We will not allow for a disgruntled homeowner try to take advantage of our hard-working family owned business, where we pour our blood, sweat and tears into this day in and day out. This is our livelihood, and he's trying to defame it by doing all this and trying to make us take a financial hit. We refuse. What he is doing is completely wrong. We believe that justice will be served and truth will prevail. 
  We greatly appreciate your help in this matter, BBB, and we would love to get paid the remaining balance on this job as well. Please do not allow for this homeowner to incorrectly speak on our name, defame our name, and try to tarnish our reputation. We have an INCREDIBLE reputation thus far in the time we've been in business. Do not allow this homeowner to get away with this. Thank you so much and God bless!
  
  *Pictures and videos upon request. The submission form would not allow me to upload the pictures and video showing the job complete, before the storm hit. 

  Customer Answer

  Date: 08/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  From both verbal conversations and text messages, Solomon Shades and its associates never informed me that the shades had a specific wind rating. If you refer to the pictures I provided, you will see a text message conversation in which one of their representatives clearly outlined the warranty coverage and duration. At no point was a 40mph wind rating mentioned. My question is, when did the 40mph limit come into play? It appears that companies like Solomon Shades engage in deceptive practices by withholding crucial information from customers. They assured me verbally that their shades could withstand anything,claiming this was why they were considered the best.
  
  Another question that needs addressing is this: How can a customer purchase a ********************** to protect their property, only to be told that they must raise the shade, thus exposing their property, to protect the shade? These issues are only coming to light now because Hurricane ***** revealed the substandard nature of their work.
  Furthermore, the job was never completed; they were still in the process of finishing it. When a company is built on lies and deceit, they will do anything to ******* hardworking Americans out of their hard-earned money. They should refund my money!!!
  
  Regards,
  
  
   
  

  Business Response

  Date: 08/14/2024

  As the business owner, I have reviewed the response made by the homeowner, and I am incredibly saddened this is his take on everything. Please see my response below.

  When it comes to the patio shade market and industry...for many, many, many years these shades were made for just that...shade. They were meant to provide sun relief to the windows, patio, garage, etc. Over time, they were realize as having multiple benefits, one now being "wind protection" or even "storm protection" and some as high as "hurricane protection". So when we enter into an appointment, we let the dialogue guide what we offer to the homeowner. For example, if they mention about budget or pricing, then we know that they most likely aren't interested in UPGRADES. If they mention them for a specific reason or purpose, then we present those options to the homeowners. If "high winds" or "storms" are never mentioned or brought up, then it's not entirely necessary to mention or bring up a track system that would combat some of those "high winds" or "storms". Standard practice in the motorized patio shade industry and marketplace, is not really discussing wind rating. It's there as a potential talking point, but it's not obligatory to discuss, depending on other factors. Generally when the product, or any product at that matter, is labeled as "standard", I believe that is pretty self-explanatory. There is no "upgrade". There is no "storm combat". There is no "hurricane". It's standard. This was the adjective and descriptor used in the agreement, that the homeowner agreed to by clicking the button APPROVE. We received an e-mail stating the homeowner approved this contract/agreement. When it comes to standard track systems by our manufacture, the 40mph is always in play. When you purchase a standard track system, they're never meant to combat strong storms and hurricanes. For example, when a system sells to defend against strong winds or hurricane; most companies will label them "upgraded wind rated system" or "hurricane system". If that were the case here, then I could see the frustration, BUT that is not the case here. 

  We take GREAT offense for the homeowner to accuse our company of engaging in deceptive practices. We take our family owned, faith based company, established to honor our Lord, and help give back to save trafficked children (by donations to Operation Underground Railroad), very, very seriously. We hold all our Team members to a high standard and moral compass. We don't condone lies, but we embrace the truth, and only the truth. In fact, that is another reason this company was started...to bring TRUTH to the market place, including to shine light on the deceptive practices that the homeowner's "new company" (if it is who we think it is) has been known to partake in. 

  Nobody, ever, told this homeowner that the shades could withstand anything. If we didn't take such offense to this horrendous accusation, then it'd be comical. Sadly, he's serious, and it's very offensive. We never told him about the shades withstanding anything. Honestly, that's wild. It appears the homeowner will do anything and everything to try to not only not pay the remaining balance, but also try to lie their way of getting their deposit back. And no, we don't claim we are the best because "shades can withstand anything" because we never use that phrase. 

  He wants this question answered: How can a customer purchase a ********************** to protect their property, only to be told that they must raise the shade, thus exposing their property, to protect the shade? The answer: it was brought to our attention the homeowner wanted patio sun shades to provide an element of privacy and to prevent as many bugs as possible from getting in...with that said, again, motorized patio shades are primarily meant to protect against the sun, bugs, limit the rain, and also provide some privacy, pending screen selection. So in storms, it is best to roll the shade up to protect the shade investment because they weren't purchased to "protect the house". The motorized patio shade market consists mainly of manufactures who manufacture shades to help homes and patios have sun relief, hence, when big storms come...roll them up. It is the most common and best practice. So when a hurricane comes, while patio shades are down, they will most likely cause issues because again, the shade were not meant to "weather any storms" or "withstand anything" (per the homeowner). He keeps mentioning "substandard work". We don't do substandard work. We have an IMPECABLE track record with customer service and craftmanship and quality of product. 

  The job was completed. We have pictures and videos as proof. And per the contract, it states that the remaining balance is due upon completion of installation. He has never paid the remaining balance, and he is trying to take advantage of a hard-working, family-owned business. The project was finished. 

  It is EXTREMELY DERAGATORY and DEFAMATORY for this homeowner to state "when a company is built on lies and deceit"...that's the OPPOSITE of who we are, our company principles, morals, values, and what we stand for. He's fetching to try to not pay us the remaining balance and to try to get a refund. It's very sad he has thrown these false accusations out. We have an incredible track record. And he mentions to "******* hardworking Americans out of their hard-earned money"...the irony. That is EXACTLY what he is doing here. As previously stated, we are already out $1000s due to the custom work needed for his project, so we did not charge him any change orders, and we covered all costs accrued. He hasn't even paid the electricians for hanging the ceiling fans for him. He hasn't paid the remaining balance. And now he's trying to get his deposit refunded. The product was purchased. The product was installed. The installers did incredible work. And what he's accusing of us, is EXACTLY what he is trying to do to us..."******* hardworking Americans out of their hard-earned money". 

  If he continues with trying to ****** our company, our reputation, our name, and spread lies about our company, then we will consider legal action against him. And since he still hasn't paid the remaining balance that is rightfully owed, we are still going to pursue a mechanic's lien. 

  This is very disheartening to encounter people like this who try to take advantage of family owned businesses that give their everything to the business and lead the industry in honesty, integrity, transparency, and respect. Our customers love us! This one continues to try to drag our name through mud. And we are now put in a position to where we have to stand up for ourselves, so he doesn't bulldoze us with lies and his own deceit, trying to con us out of $1000s on top of $1000s. 

  We have great faith that this will be dismissed by the BBB. Thank you and God bless!

  Customer Answer

  Date: 08/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  From the Initiation phase to the planning phase and to the start of Execution phase, never did you mention that your product can only carry 40mph of wind. ****** told me verbally that your shades can withstand anything, and you are the best. **** also echoed what ****** told me at both the planning and execution phases, respectively. Both verbally and on text, ****** told me that the warrantee covers 1. Lifetime of hardware, 2. 15 years of fabric, 3. Five years of motor. You have not even completed the job and everything you did fell apart and you are here spreading lies trying to intimidate and bully me with Mechanic Lien. 

  Solomon Shades did my job with substandard materials and Solomon shades activities in my property have negatively impacted my property and thereby endangering my household. Solomon Shades should pay me back my hard earned money. 
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 08/26/2024

  From the initial phase, the homeowner did not show any interested in purchasing a high wind track system, and very much wanted a more affordable option than the high wind track system. That is why the project was marked down with the promotion that was listed on the contract, and we included additional labor and material AT NO COST to the homeowner. When motorized patio SHADES are being purchased, and the homeowner does not show interest, questions, or budget to pursue a higher wind system, then we do not bring it up. As we allow each consultation to flow organically, as we are very good at providing a precise solution to the homeowner's precise problem. As stated in a previous reply, motorized patio shades are, most of the time, purchased to provide shade to the homeowner's patio. That is precisely what we did. Budget was more important to this homeowner than was the upgraded track system and high wind rating. This was made clear during the Initial Phase. With that being said, when purchasing motorized patio shades, the majority of homeowners don't even ask about wind rating because wind rating is not a talking point for shading the patio. Most shades on the market have an average warranty of 30-50mph wind rating. Then there are other upgraded tracks available for an increase in price and product configuration. 

  As far as ****** and **** telling this homeowner verbally that "these shades can withstand anything". That is false. Our consultants and installers always favor the conservative approach when discussing wind loads for patio shade systems. We would never overpromise anything. They did not mention this to the homeowner. The warranty is Lifetime warranty on the aluminum components, also 15 year on the screen, and 5 year on the motors - yes. It also shows on the warranty paperwork from the manufacture that it is 40mph wind load. 

  We completed the job 100%. We have pictures and video to prove this versus words back and forth. Everything we did, did not fall apart. The shades were let down in the Hurricane, which was negligence on the homeowner's part, as the system was not meant to be down, like most shades, in the hurricane, and again, the homeowner did not purchase the upgraded, wind rated system to withstand higher winds. 1 shade out of the 3 shades this happened to. The fixed screen ***** was also fine. Prior to the hurricane, the job was complete. Finished. The homeowner never paid the final balance. And the homeowner never allowed us to come back and make any minor adjustments to the seal on the bottom of the shade meeting the patio floor. But yes, job was completed. And no, not everything fell apart. 

  We are not here spreading lies. You chose to report this matter to the BBB, and we are responding with truth. We always said that truth will prevail. The light shines through the darkness. We always keep receipts for all our matters, and we always lead with integrity, honesty, and high moral compass. Nobody is spreading lies. And no, we are not intimidating you by filing a mechanics lien - we are simply trying to get paid the money that is rightfully owed to us, for the completion of your patio shade job. If you have remorse for purchasing the 40mph track system, that is a different story. But you are trying not to pay, and you are trying to refund your deposit. Our company would be out of even more $1000s. The mechanic's lien helps us to get paid the remaining balance that is rightfully owed to us for everything we've done and installed at your house.

  We did not use substandard materials. We use quality product! We did nothing on the homeowner's property to negatively impact it. We did absolutely nothing to endanger the homeowner's household. These are misleading and false statements. We are not going to pay back any of the deposit. We are still pursuing the remaining balance of the project, as it is our hard earned money that is rightfully owed. We put a lot of time and effort and material into their patio project, so we would like our hard earned money. Thank you and God bless! 

  Customer Answer

  Date: 09/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Everything about Solomon Shades is lies and very misleading. I curse the day I contracted them for this project. A company that is based on lies and misleading hardworking Americans. I have presented evidences on all their lies, and they are still lying more to cover themselves. 

  There mode of operation is unacceptable and I will stop at nothing to making every hardworking American that cares to know to know how wicked and misleading this company is. How on earth are they saying they completed the project? Wow!!! These people are pathetic liars. 
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 09/12/2024

  The job was complete. We provided picture evidence. The next day the hurricane knocked down one shade because they were not suppose to be down. We offered to repair, fix and complete at no additional cost. The homeowner tried to make unrealistic commands, but we did not agree to the unrealistic commands. Because just like the homeowner, we are also hard working Americans that pour our everything into this business, but we refuse to be taken advantage of and ran over. 
  

  We will seek legal counsel if this homeowner continues these defaming comments. We have also filed a lien to get paid the remaining balance. We will not get stolen from. We work too hard. We do things upright and with honesty. 
  

  Its sad to see homeowners try to take advantage of small business owners. 
  

  The truth will prevail. We trust the Lord!