Complaints

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• Initial Complaint

  Date:11/21/2023

  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.

  Searched online for blinds as wanted to reach out to ****** blinds vendor new Townhome. ****** vendor wanted to call but erred as also put in my contact info. Had immediate call from *****, at Blind Ambitions, who insisted they could serve needs, pushed for very soon appointment. Short appointment, I thought blinds ordered per my request vs multiple 'defaults' saw later were not what I asked for. First 5 blinds arrived ok, install needs tweaked - 2 crooked 1 too short, just needs straighten, drop bit to fit. Roller blinds two bedrooms installed same day are wrong color inside face, bottom ************ w/guide: asked to change at least bottom ************. (Requested only white or light grey show from outside) color delivered tan blind with darker tan rail at bottom. Final two blinds delivered & installed by seller: wrong bottom rail as metal hook together rails vs fabric wrap free hanging like first five & example blind patio door high up angled tan wand vs white or clear free hanging wand at front to glide open close. I am too short @ under 5' tall to even operate these two blinds as installed! The inside front bedroom blind so long the rails sit and bunch on window sill may damage, look awful from in and outside. Inside blind master also hung with wrong headrail faces out inoperable no fix yet.Final dispute is price: per *************** each with recently done larger plus more windows higher quality blinds - each paid about a thousand dollars less for more, better blinds. If BA corrects noted issues will not request refund of funds paid to date: $3,316.42, however, considering time frame, install, quality, overpricing, I dispute full remaining balance of $1,105.00 as not warranted per all issues noted, not properly or promptly corrected. They were pushy, did not ask enough questions, clarify and provide information to actually enter MY options correctly - ***** sped process with 'defaults' I did not want and few options were offered or explained on choices.

  Business Response

  Date: 12/13/2023

  I would like to respond to the complaint filed by ******************************  We (my husband and I) went to her home and spent 2-1/2 hours with her going over all the options and she was happy about her selection.  She signed off on her order.  We also offered to install the shade that we didn't sell her for her sliding door.  She knew and expressed multiple times that she knew it wouldn't fit right but "at least it was something".  The first part of her order came in and my installer drove to her home in ******* (45 minutes away) and when he knocked on her door, she wouldn't let him in even though he was in our very large installation van.  She called our office and asked if he really was our installer and why ***** (my husband and part owner) wasn't doing her install, even though we made it clear that **** is our installer and ***** just supervises the installers.  After leaving him outside for 30 minutes she finally let him in.  She treated him absolutely awful, very degrading and borderline harassment.  **** who is our top installer and our customers absolutely love him, and we have never received any complaints about him felt very uncomfortable.  He was very thorough and made sure he cleaned up after himself and if there was any more, he could do for her.  She called the next day and complained that the shades in the master bedroom were the wrong color.  I said let me come by and take a look to see what is going on.  The appointment was scheduled, and I was just about the pull up to her home and our scheduler called and said she can't have me come today.  So, after the 45-minute drive I turned around and headed back to Tri-Cities.  As i was within a couple of miles coming back the scheduler called again and said "she said you can come now" but I said she would have to reschedule because that would put me late for my next estimate.  Thats when the harassment begun.  She sent text after text to our scheduler which half of them didn't hardly make any sense almost as if she was intoxicated or something.  We set up a second time for me to go out which she cancelled again but continued to send harassing messages.  I called her to let her know that she will no longer be contacting our scheduler but me directly and she hung up on me.  I called again which she hung up the second time.  I sent her a text message and asked her to please stop and that if she continued, we would file harassment charges again her for our scheduler.  The second part of her order came in and because of her treatment towards ******************** said he would handle finishing up for her.  When he got to her home, she was much nicer, and ***** installed her shades, and she said over and over how much she loved them.  He explained to her that one of her headrails was manufactured wrong and that he would get that reordered but it still left her being able to operate the shades.  He spent close to 2 hours installing 2 shades but going over any issues she had.  He explained to her the shades she claimed where the wrong color was in fact the correct color. When he left he said they were on good terms and she was very appreciative.  The next day she started up with the long text messages.  I sent her an email stating this:

  *****,
  
  We are waiting on the rail to come in for the one bedroom.  These blinds are not "overpriced" and I gave you a good discount.  You got exactly what you ordered, and I showed you numerous pictures while I was there showing you exactly what you were getting.  I even have your signature as to approving your order and you paid with a credit card which is the same as a legal contract.  We have been making it right by you from day one and how dare you say otherwise.  Your repeated text messages and choosing to hang up on me is proof of your unwillingness to work with us, and grounds for harassment! We truly feel this is only a way for you to not have to pay your final balance which if doesn't get paid we will be putting a lien on your home and no judge is going to side with you especially for the reasons stated earlier.   You bought blinds from *************************** which as far as quality far exceeds anything ****** will ever have, and I've been doing this for 12 years.  So, if you would like to pursue this further then by all means let me know because we have a very strong case against you and its sad that because of your behavior its had to go this far!
  
  Good day,
  
  *****

   

  This was one of her emails to us?

  From: ***************************** <********************>
  Sent: Friday, October 20, 2023 10:09 AM
  To: Nikki ******************** <**********************************>
  Subject: Re: Address of your business request
  
  We need to set appointment as soon as possible to get the unacceptable blinds out both bedrooms and plus need to address the overpriced amount fully paid. The bedroom blinds are completely wrong, not what requested and everything done is overpriced!
  
  You have the opportunity to make it right, however, your husband will never be allowed in my home again without you and a male figure with me. His two hour harassment and request for more money then installing even more incorrect blinds in both bedrooms is unconscionable!
  
  Your physical address is a requirement to report vis the Better Business Bureau. My delay in getting back to you is my travel to see family and a bout of Covid picked up as gone. Delays are done and corrections or cancelltions and refund required as soon as possible.
  
  Regards,
  ********************************
  

  Here is another conversation:

  -----Original Message-----
  > From: ***************************** <********************>
  > Sent: Wednesday, November 1, 2023 12:48 PM
  > To: Nikki ******************** <**********************************>
  > Subject: pictures - unacceptable blinds made in ****** vs order Spring
  > Window Fashions and blinds used as guide to aide order correctly...
  >
  > ***** & *****,
  >
  > As noted, now photo documented: the two inside bedroom blinds do not
  > fit windows and were not ordered correctly. Whether measure or factory
  > error, they are too long, have metal bottom rails vs 'fabric' wrap,
  > wand to be free hanging low enough at end only so under 5' tall
  > homeowner may open/close herself. As installed,these two blinds
  > remain fully unacceptable: need removed, cancelled and credited.I will check the itemized totals.
  >
  > I have reluctantly put up with wrong bottom rail & chain color on both
  > roller blinds. Anyone can see on order ***** started to order
  > correctly with white chain and bottom rail - just incorrectly hit
  > 'default' rail color versus white per our agreement (adamantly
  > requested nothing but white visible from outside)Factory went with
  > 'default' on both versus 'white' on both due to confusion on order,
  > sadly. I do not appreciate living with, but allowed to stay since
  > already installed by the young man who has nothing to do with order errors. Did point out to him so could inform for correction.
  > Sadly again, Sales chose to take no responsibility for errors made in haste.
  >
  > The final bedroom blinds are completely wrong,inoperable for my age,
  > size, stature and must be removed. Again, they are too long for the
  > windows, metal bottom rail hits against back bottom rail and is not
  > consistent to what ordered other coordinating blinds, plus the wand is
  > completely out if reach for the person they were purportedly ordered to serve.
  >
  > Please keep in mind: when working with *** potential & current customers:
  > chastising and name calling "all over the place" etc is not OK. You
  > may adjust behavior, speak like a professional and remove, credit last
  > two blinds to make right as requested previously as soon as possible.
  >
  > At this point, I need to go to honest, competent,respectful sales
  > outlets used in past to have patio and bedrooms completed by winter as
  > soon as possible. If need mediator, perhaps my neighbor high school
  > teacher you did other type blinds for would assist?!? Otherwise,
  > please advise when your young installer may drop by to remove and
  > return to your 'mobile' business for credit.
  >
  > My visit to my daughter was very enlightening: 16 large windows, wood
  > wrapped, with genuine ****** blinds - much larger,better materials,
  > some with remote controls all for just over $4,000.00 total. Have
  > pictures to prove your prices are not competitive with ****** and I
  > was 'taken to cleaners' on what you have delivered and been paid for.
  > Take the win on your scam sales pitch, move on so I may as well. Thank you.
  >
  >
  > Regards,
  >
  > *****************************
  > **********************
  > *******, ** 99350

  And our email back:

  ?*****,
  >
  > As noted, now photo documented: the two inside bedroom blinds do not
  > fit windows and were not ordered correctly - My response: They were ordered
  > correctly and can be easily modified if you would just let us take
  > care of these issues which you refuse to do so.
  >
  > Whether measure or factory error, they are too long,- Fixable have
  > metal bottom rails vs 'fabric' wrap -That's the way they come wand to
  > be free hanging low enough at end only so under 5'tall homeowner may
  > open/close herself - My response: We can order new wands!
  > As installed, these two blinds remain fully unacceptable: need
  > removed, cancelled and credited.I will check the itemized totals.  -
  > we will not be "crediting" you for these. My response:  When I showed you what
  > options we have for blinds that go side to side I showed you your
  > neighbors "verticals" you responded with absolutely not wanting anything like that!
  >
  > I have reluctantly put up with wrong bottom rail & chain color on both
  > roller blinds - My response: Again you chose that!
  > Anyone can see on order ***** started to order correctly with white
  > chain and bottom rail - just incorrectly hit 'default' rail color
  > versus white per our agreement (adamantly requested nothing but white
  > visible from outside) - My response: we can change out the chains even those you chose those!
  > Factory went with 'default' on both versus 'white'on both due to
  > confusion on order, sadly. I do not appreciate living with, but
  > allowed to stay since already installed by the young man who has nothing to do with order errors.
  > Did point out to him so could inform for correction.Sadly again,
  > Sales chose to take no responsibility for errors made in haste - My response: we
  > are taking responsibility for these errors but you are very difficult
  > to work with and choose to send repeated text messages and when we
  > wanted a phone conversation you chose to hang up on me twice.
  >
  > The final bedroom blinds are completely wrong,inoperable for my age,
  > size, stature and must be removed. Again, they are too long for the
  > windows, metal bottom rail hits against back bottom rail and is not
  > consistent to what ordered other coordinating blinds, plus the wand is
  > completely out if reach for the person they were purportedly ordered to serve.
  >
  > Please keep in mind: when working with *** potential & current customers:
  > chastising and name calling "all over the place" etc is not OK - My response: no
  > one has chastised you and you have definitely done your share of chastising us!
  >
  > credit last two blinds to make right as requested previously as soon
  > as possible - We will not credit you for something you signed off on.
  >
  > At this point, I need to go to honest, competent,respectful sales
  > outlets used in past to have patio and bedrooms completed by winter as
  > soon as possible - My response: we are very honest people and you are refusing to
  > let us be honest that is 100% on you!
  > If need mediator, perhaps my neighbor high school teacher you did
  > other type blinds for would assist?!? - My response: We will not drag ***** into
  > this and that isn't fair to him, we can choose someone that isn't a
  > previous customer because I'm afraid it wouldn't favor well for you!
  >
  > Otherwise, please advise when your young installer may drop by to
  > remove and return to your 'mobile' business for credit -  My response: Again, we
  > will modify the current shades but will not remove them for credit.
  >
  > My visit to my daughter was very enlightening: 16 large windows, wood
  > wrapped, with genuine ****** blinds - much larger,better materials,
  > some with remote controls all for just over $4,000.00 total. - My response: You
  > can't compare what she has to what you have, and you went with Hunter
  > ******* which is the number one company in ******* right now, and they
  > are made in *******, ****** is made in ******.
  >
  > Have pictures to prove your prices are not competitive with ****** and
  > I was 'taken to cleaners' on what you have delivered and been paid for
  > My response: Nobody took advantage of you and once again you are the one making
  > constant accusations!
  >
  > Take the win on your scam sales pitch - My response: don't you ever call us a scam
  > and we have a very good reputation and sadly working with people like
  > you who choose to believe otherwise is beyond believable!
  >
  > Now *****'s,
  >
  > You mentioned that you were going to have your daughter call me?  So
  > please give me her number and I will call her myself and explain our
  > side of the story. You have chosen to fall under some misconceptions
  > that we sold you low quality window coverings which can't be further
  > from the truth and gave you a great discount.  We have offered to make
  > everything right with the current blinds you have.  We didn't sell you
  > the patio shade which you seem to forget, and we altered them
  > ourselves at our cost and none of our competitors would have done that
  > for you.  We had a scheduled appointment and you called when I was
  > within 5 minutes of arriving to your home and got a phone call from
  > our scheduler stating that you had an emergency.  So, I turned around
  > and headed back to tri-cities and when I was within 3 miles arriving
  > in ********, she called me again and said you were now ready for me to
  > come!!  I was not going to turn around and come back when you had just
  > wasted 2 hours of my time that could have been used for another
  > customer that didn't constantly change the game plan on us.  We have a
  > complete record of the text messages and timeline of everything that
  > we have done for you and our efforts.  We are not going to refund your
  > money for something you signed off on and any judge would agree.  Yes,
  > we would like to move on so we will be dropping off the headrail for
  > the shade in the bedroom and will not be pursuing the balance because
  > its not worth it to me to continue doing business with you.  We are taking a loss on this and if you feel right about this then that's on you.

  >
  > If you want to contact us further you can do so on these conditions:
  >     - to modify the current shades and only modify there will be no
  > removal!
  >
  > *****

  She mentioned that she would like to bring in Cliff her neighbor (previous customer of ours) which we reached out to, and he said that she harasses all of the neighbors and now is to the point he won't open his door.  He has asked her several times to please stop coming over as he doesn't want to be involved in this because he has great relationship with Blind Ambitions.  Her builder also expressed to us that she is an absolute nightmare and does the same things to them.  Attached is her signature of her order.  

  A couple of things we noticed is that she always refers to her "daughter" but also shared with my husband that she moved away from her because she told her mom "To quit showing up at her house whenever she wanted" so she moved away to teach her a lesson.  She knows no one in the ******* area but moved there because it seemed "nice".  She expressed to our scheduler that why would we send a boy covered in tattoos (****) to do a man's job.  The scheduler told her that he is 28 years old with only 1 tattoo and when ***** questioned him being honorable, she told her that he is a former United ************* with an impeccable record in the military.  That didn't seem to register with *****, and she said, "I don't care that he was in the military and don't get me started"!  

  We never rushed her and definitely not pushy!  She complained about the sliding door which was a shade we didn't sell to her.  Everytime I reached out she would say "you are not allowed in my home" but then turn around and asked to have the issues resolved.  I explained to her that we can't come if:

  -you refuse to let us

  -you made it very clear that ***** isn't allowed in your home even though it went very well the last time he was there

  -we will not send **** over to her home to be harrassed.

  In conclusion she has the shades installed that she ordered.  We do have the replacement head rail that we would drop by to her, but she refuses.  In 13 years of being in business we have literally never had anything like this happen and for our sake and the sake of our employees we have to break ties with this woman.  We told her that, even though she has a large balance, we wouldn't pursue collecting that because it wasn't worth the additional harassment we would face.

  Thank you,

  ***** ********************

  Owner, Blind Ambitions

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 20896518
  
  I am rejecting this response because:

  There are too many 'selective' emails, false accusations with no witness. I did not reject their correction to the bedroom blinds or refuse an appointment to do the corrections. I refused to accept an almost immediate appointment without consideration of my personal appointments as if able to just change plans to be available. If do all corrections to blinds noted - most especially the last two - one hanging toward outside vs in has wrong headrail - (***** installed blind anyway instead of holding install until headrail exchanged so been stuck with inoperable blind), shorten panels with metal rails dragging on/over window ***** and change wand to straight down hand front of blind (vs to tall to reach & operate by under 5 ft tall person) as ***** agreed to earlier.

  If only going to 'drop off' the headrail or make available for pick up, I will hire the ******* blind company to actually do the exchange and make other all adjustments to wand type and shorten blind panel lengths she described and offered to correct the drag and sag she refused to look at in person has seen photo. If outside party is required, of course, I will accept the reduced price to what has been paid to date. Making me go months with unsightly dragging blinds, a blind that is completely backwards inoperable is non solution vs solution.
  
  Sincerely,
  
  *****************************