Alisa Na CPA PC

Good-afternoon, At this time, the work has not been completed nor it is satisfactorySince our last correspondence, we noted that the 'caps' of the blinds did not matchIn addition, the representative from [redacted] came out and noted a few other items that needed adjustments with the installation Rockwood is working to make the needed repairs; however, the matter is not yet resolved Thank you, [redacted] ( [redacted] ) [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me Phone call from business on 5-9-said that Les would be here to remove shutters on 5-11-between & P.MHe will call them to let them know he is removing their productThey in turn will refund the full purchase price to meThey will send a receipt via my email showing the creditCredit may take 7-days per business rep for processing.Thank you for your help in this matterWe appreciate your help[redacted]

Sent: Friday, December 18, 7:AM To: drteam Cc: [redacted] Subject: Complaint # [redacted] I'm sorry I did not respond to this - my oversightI'm certain we have addressed this with the CustomerI will get the latest details and respond today Thanks, Scott

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me
I must say that the remote control still does not work to the upper blind, and it is my understanding that the new blind that will be installed with a new remote that will operate properlyI know that it is the holiday season and there are days off that the business is taking offSo I am still waiting for a call from them that they have received a blind and new remote and will be scheduling an appointment with me for installation
*** ***

Upon receiving notice of Ms***'s complaint, we escalated her case to be personally handled by a senior manager. This manager has communicated directly with Ms*** over the last week to facilitate the installation of Ms***’s blinds to her satisfactionThe blinds were installed
late last week and the final piece should be completed very soon. We will continue to follow up with Ms*** to ensure the problems she encountered are resolved

Two days after MrWolkowicz filed his complaint with the Revdex.com, but before we received a copy of it, his shutters were installed and his order completed. Upon receiving a copy of the Revdex.com complaint, Lauren B in our office reached out to the customer to apologize for the frustration that our
rescheduling caused him and to apologize for the promised gift card not being sent out immediately. MrWolkowicz was pleased with the completed installation of his shutters but still expressed frustration over the rescheduling of the installationWe originally had offered a $Home Depot gift card to compensate for the difficulties in scheduling. After speaking with the customer yesterday, we came to an agreement to refund him $of his order rather than sending the $gift card. The $refund was processed on 4/25/via the credit card used to purchase the shutters. Once again, we apologize to MrWolkowicz for the repeated scheduling difficulty and frustration caused to their family

After speaking with the District Services Manager from *** *** who has met with the customer, we are offering to deliver the customer the remaining blind and parts to be changed so the contractor of the customer's choice can finish installing the product, and we will refund the customer in full

We sincerely apologize for the lack of communication and installation problems with your accountNot calling to cancel or reschedule an appointment is never acceptable and we are truly sorry it happened twice in your case. I know our senior manager of customer service has been in touch
recently and the shutter frame was remade and installed in the home this week. Again, we are sorry there were so many missteps in your purchase and installation processWe are reviewing your case to help us make our process better and smoother for our customers in the futureWe do hope you are pleased with the new shutters as installed and will be in touch with us in the case of any further questions or concerns

We apologize for the difficulty you've encountered with your blinds/shades order through our office. As was relayed over the phone, we are offering to refund your 50% of your blinds/shades purchase due to the complications with your order and the time it has taken for us to complete the
reordering and installation, and we will reorder and install the remaining shades immediately. We have placed the order with our vendor for your new shades to be replaced and you are on the schedule for installation on July 3rd. Once again we apologize for the difficulty you have experienced with ordering your blinds/shades from our office. We do hope you will be happy with the products after the installation is complete

12/18/
1:PM
CST
The Rockwood Shutters Customer Solutions team spoke with Mr*** today (December 18)The resolution plan had already been put in place but Mr*** seemed happy to hear from ValerieA replacement motorized shade has been ordered and is scheduled to deliver to Rockwood in the next daysWe informed Mr*** that once Rockwood confirms our receipt of the replacement shade, we will contact him to schedule installation of the shade
Mr*** reported that he is satisfied with the approach

We offer to remove the shutters purchased by the customer and installed by Rockwood due to the customer's lack of satisfaction with our product. After the shutters have been removed we will refund the sales amount to the customer

Good-afternoon,  At this time, the work has not been completed nor it is satisfactory. Since our last correspondence, we noted that the 'caps' of the blinds did not match. In addition, the representative from [redacted]  came out and noted a few other items that needed adjustments with the installation.   Rockwood is working to make the needed repairs; however, the matter is not yet resolved.  Thank you,[redacted] ([redacted]) [redacted]

Sent: Friday, December 18, 2015 7:03 AM To: drteam Cc: [redacted] Subject: Complaint #[redacted].   I'm sorry I did not respond to this - my oversight. I'm certain we have addressed this with the Customer. I will get the latest details and respond today.  Thanks, Scott

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  
Phone call from business on 5-9-17 said that Les would be here to remove shutters on 5-11-17 between 12 & 2 P.M. He will call them to let them know he is removing their product. They in turn will refund the full purchase price to me. They will send a receipt via my email showing the credit. Credit may take 7-10 days per business rep for processing.Thank you for your help in this matter. We appreciate your help.[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

Sent: Tuesday, April 18, 2017 2:17 PM Subject: Revdex.com Complaint [redacted] [...] Mr. & Mrs. [redacted] purchased shutters from us for a large bedroom window. The completed project photos showed the product was installed properly and not out of line with the specifications.  On the day after...

installation, the [redacted]’s made contact with our Customer Solutions Team stating they were unhappy with the amount of filtered light visible inside the room. They stated they wanted “zero light” similar to the store display they had seen. The store display fixture in a big box retail outlet doesn’t have sunlight behind it like a real window.  During our in home design consultation, many installation photos are shown to show the customer the finished product installed and our website contains many of the same photos that all show some amount of light filtration.  Over the course of additional conversations since the installation, we’ve explained again that shutters are a “room darkening” but not a “black out” product.  Light behaves like water in that it will filter in through clearances that are required for the shutter to function. Shutters are a louvered product, not a solid door, which is the inherent beauty it provides in the home.  The [redacted]’s continue to maintain their belief that the shutters should allow zero light and are somehow defective but this is simply not realistic as to the product’s function.  We’ve sent our Technician back to the home to meet with the [redacted]’s to explain and demonstrate the shutters again but no additional progress was made.  Jennifer [redacted] CEO & President Houston Shutters Office:  713.351.4955 Cell:  [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  However, please note that final delivery of product and refund as not yet occurred.   I would like to take the opportunity to say with the assistance of Ms. Marian V[redacted] from Rockwood, it has been [redacted] representative, [redacted] that has actively worked with my husband and I to resolve this matter that puts the customer first.  For that, we are appreciative of his honesty and diligence.   Once what made my husband and I furious but now chuckle is the level of incompetency displayed by the consultant, [redacted] His lack of professionalism has been costly to Rockwood, so we are hopeful that they will take preventative steps. If not, based of our experience you will have this happen to you again. My guess is that there are other unhappy customers who just haven't had the resources to pursue further.   [redacted] who we later discovered is the Dir. of Operations (or some other level of management/title at Rockwood), is the classic character of a contractor/provider that attempts to bully the customer based of a poor assumption that customer will buckle to the quality of service/product he thinks is suitable for them. Well, [redacted] was wrong, disrespectful, and incompetent.   Worst, he lies to Rockwood customers: saying that he was the only person left to discuss this matter, that being on the phone was an appropriate  matter to inspect the work of Mr. W[redacted] work, etc.  If [redacted] would have acknowledged the valid concerns we had, been helpful with providing legitimate options and had more respect in the tone in which he address me, this would not have gone as far as it did.  Instead one his many itic responses was that he never had an issue with [redacted] work before, as if that matters or is relevant to the very valid concern we had. Do and be better [redacted].  We await final delivery and refund.