Animal House

We as the retailer were notified by the manufacturer, [redacted] Shutters, that the shutters were successfully installed free of defect and completely up to industry standardsOur accounting department ran your balance under the assumption that the job was completeThis additional modification was proposed in efforts to make you satisfied with the productUnfortunately a refund is not an option with custom made wood shuttersThis is industry wide policy since shutters are crafted specifically for a customer's windows and cannot be reused or resold to anyone elseIf you allow our installer to come adjust the remaining panels we will personally warrant that modification for monthsSince the manufacturer found your shutters to be free of defect this will not fall under your limited lifetime manufacturer's warranty, so we as the retailer will cover this modification personallyIf you like we can send you a written contract stating that we will cover this modification for monthsJust let us knowThanks,HWBS

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint Thanks for the offer on repairing the shuttersPlease send the proposal of the warranty for review and if agreed to arrange a date for the technician to fix themI am only struggling understanding what you mean when you say that the shutters are free form defect? Do you mean it is that shutters do not close completely and the louvers are loose and it is difficult to completely close? Please explain since this is what originated the problem and I don't see this as an courtesy serviceFor me we need to be very clear on thisIf you need I can send a video of it.Also important to mention that both technicians mentioned that the problem was the panels were divided in sectionsHow could they then report free form defect?Regards, M ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint Thanks form the update I will review and will inform you ASAPBest Regards, M ***

We have reached out to Mr [redacted] offering him assistanceAs stated before, customer has denied our serviceman's attempt to schedule adjustments and is not communicating with us except for here on Revdex.comSo this has become the only place for us to correspondWe are here to help anyway we can

I want to apologize, as it seems like there have been a few misunderstandings throughout this process We want you to know that Houston Wholesale Blinds has not become as successful and well reviewed as it has by mistreating customers, and we certainly do not intend to do so in this situation either After speaking with Jose this afternoon, we are glad to hear that the modification made to the initial panel was a success Jose absolutely has every intention of coming back out to modify the remaining panels in question, but said, as he discussed with you, he was waiting for your arrival back in town before he called to schedule a time with you He verified that he will indeed be in contact with you on Monday, and I will personally be touching base with him to confirm that an appointment has been madeThanks again for your business, and please know that we truly do want you to be happy with the product you ordered

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint First of all I would like to clarify, why in previous e-mails it has been mentioned that the shutters are within specifications (and a charge to my credit card was made without my consent) and now a 'modification' is being proposed?Secondly; I accepted the modification a "trial" onlyIt looks like it improved the mechanism in one of the shutter panels; however, I can only accept that whole modification on all the panels "as a Trial" and I would need a written warranty stating that if the problem reoccur before months, the shutters would be returned and refunded; and if the problem comes again after year, they would be repaired.I look forward hearing from you Regards, [redacted] ***

Revdex.com:
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
Really was not clear that both , not only your technician said the same But you are right they may or may not have said .that it is not written.. Same with the no refund policy I never had that written and never you made me aware of that before buying ..I look forward seeing your proposal
Regards

Revdex.com:
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 Sent: Monday, January 11, 3:PM Subject: Re: Complaint ID ***Dear Revdex.com teamI just received the last communication from the supplierFor me this is not a professional response and they are trying to deviate and not admit their defective product They are not responding to me according to my last communication requestinstead they are responding to you I don't believe they're going to give a direct answerI really need an answer to my last request I posted in the portal. Please advise what are my options and what would you recommend Thanks in advance*** *** Sent from my iPhone

Hello Mr***The warranty we prepared for you was emailed yesterday morning to [email protected] there is a better email for you please let us know and we will re-sendThank you

I can only speak to the information provided by our representative at *** Shutters, not what an installer may or may not have saidWe will prepare a proposal for your consideration and email it to you shortlyThank you

Revdex.com:
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 am glad we can have communication through this site, It is for the benefit of both parts that we keep communication here and avoid misunderstandingsI am open to your proposal of repair under the conditions I requested in a previous communication here.See the previous communication (below) and please reply to the "first" and "second" request Thanks "PREVIOUS COMMUNICATION REQUEST"First of all I would like to clarify, why
in previous e-mails it has been mentioned that the shutters are within
specifications (and a charge to my credit card was made without my consent) and
now a 'modification' is being proposed?
Secondly; I accepted the modification a
"trial" onlyIt looks like it improved the mechanism in one of the
shutter panels; however, I can only accept that whole modification on all the
panels "as a Trial" and I would need a written warranty stating that
if the problem reoccur before months, the shutters would be returned and
refunded; and if the problem comes again after year, they would be repaired
I look forward hearing from you
Regards,
*** ***
Regards,

When [redacted]'s shutters were installed the customer complained that he longer wanted his shutters and asked for a refund. When we reminded him that custom shutters are made specifically for his windows and are not reusable nor refundable, he agreed to have us come out to take a look at what he felt were defects in the product. When our salesperson could find no fault with the shutters we then sent our manufacturer representative from [redacted] Shutters over to inspect them in case we missed something. They too could find no fault with the shutters and confirmed that they were operating correctly and within industry standards. We then offered to send a 3rd party shutter expert out his home (at our expense) to make any specialized adjustments he felt he needed to be happy. Our shutter expert took a single panel down, made adjustments, then re-hung the shutter to see if the customer would be satisfied. The customer reported that he was happy with this adjustment. We have since been trying to schedule with Mr. [redacted] to get these remaining panels adjusted to his satisfaction. The customer had been out of town for a period of time during the holidays. Now that he's back he has refused our service and has ceased communication. We have sent him a copy of his shutter warranty for his records, however this issue is not warranty related. This is a specialized adjustment specific to Mr. [redacted]. We are more than happy to accommodate the customer by adjusting his remaining panels if he is willing to let us do so.

I
want to apologize, as it seems like there have been a few
misunderstandings throughout this process.  We want you to know that
Houston Wholesale Blinds has not become as successful and well reviewed
as it has by mistreating customers, and we certainly do not intend to do
so in this...

situation either.  After
speaking with Jose this afternoon, we are glad to hear that the
modification made to the initial panel was a success.  Jose absolutely
has every intention of coming back out to modify the remaining panels in
question, but said, as he discussed with you, he was waiting for your
arrival back in town before he called to schedule a time with you.  He
verified that he will indeed be in contact with you on Monday, and I
will personally be touching base with him to confirm that an appointment
has been made. Thanks again for your business, and please know that we truly do want you to be happy with the product you ordered.

We as the retailer were notified by the manufacturer, [redacted] Shutters, that the shutters were successfully installed free of defect and completely up to industry standards. Our accounting department ran your balance under the assumption that the job was complete. This additional modification was proposed in efforts to make you satisfied with the product. Unfortunately a refund is not an option with custom made wood shutters. This is industry wide policy since shutters are crafted specifically for a customer's windows and cannot be reused or resold to anyone else. If you allow our installer to come adjust the remaining panels we will personally warrant that modification for 12 months. Since the manufacturer found your shutters to be free of defect this will not fall under your limited lifetime manufacturer's warranty, so we as the retailer will cover this modification personally. If you like we can send you a written contract stating that we will cover this modification for 12 months. Just let us know. Thanks,HWBS

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  Thanks form the update.  I will review and will inform you ASAPBest Regards,
M [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
First of all I would like to clarify, why in previous e-mails it has been mentioned that the shutters are within specifications (and a charge to my credit card was made without my consent) and now a 'modification' is being proposed?Secondly; I accepted the modification a "trial" only. It looks like it improved the mechanism in one of the shutter panels; however, I can only accept that whole modification on all the panels "as a Trial" and I would need a written warranty stating that if the problem reoccur before 12 months, the shutters would be returned and refunded; and if the problem comes again after 1 year, they would be repaired.I look forward hearing from you 
Regards,
[redacted]

We have reached out to Mr. [redacted] offering him assistance. As stated before, customer has denied our serviceman's attempt to schedule adjustments and is not communicating with us except for here on Revdex.com. So this has become the only place for us to correspond. We are here to help anyway we can.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
Thanks for the offer on repairing the shutters. Please send the proposal of the warranty for review and if agreed to arrange a date for the technician to fix themI am only struggling understanding what you mean when you say that the shutters are free form defect?  Do you mean it is normal that shutters do not close completely and the louvers are loose and it is difficult to completely close?  Please explain since this is what originated the problem and I don't see this as an courtesy service. For me we need to be very clear on this. If you need I can send a video of it.Also important to mention that both technicians mentioned that the problem was the panels were divided in 2 sections. How could they then report free form defect?Regards,
M [redacted]