Arizona Blinds

Ms***’ file is still open and we continue to work on getting it resolved We’ve obtained quotes for her window replacement but we can’t seem to get in contact with herWhen we call her home someone answers that doesn’t speak English and when we call her work at the Post Office we are
placed on hold and never connected with her And she continues to call us back after hours It’s gotten frustrating Eventually, we will get in contact with her and get the appointments necessary to resolve this But, we are certainly trying The difficulty in communicating with her has been an issue since the beginning Ms*** needs to find time from her work schedule to call us back during business hours, 9am to 5pm. *** *** in my office is working on this file and will continue to until it’s resolved If you need any more information regarding this file, please call *** *** in our office at ###-###-#### and she can give you full details as she’s been working on this. *** ***Arizona Blinds, Shutters & DraperyModern Home Expressions, Inc

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.  For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]the above statement is false by AZ Blinds. The first issue I will take up is the response made that I have been in Contact with one of the owners. This is completely and utterly false. The only time in which I have spoken to an owner is when I called and repeatedly asked [redacted] (the shutters dept) to speak with the owner. On September 4 I called 2 times and finally got ahold of [redacted] because they had removed the wrong sized shutter and had not contacted me from 2 weeks before this date. When I had asked [redacted] if she was going to have the owner call me, which I had asked many times before, her response was that of shock that he hadn't called me yet. To no surprise, after that call ended, I received a phone call from the owner within 15 minutes. The only thing that came from the conversation was me venting my frustration that it has taken longer for my stter order to be complete than it took to build my home. We are going on 7 months now since point of purchase. As for the shutters being delayed to strike, that is also false. The workers went back to work at the docks 2 days after I ordered my shutters. According to the media reports, by late March there were no more delays for container ships coming into [redacted]. This was well before the 8 week time frame in which it would take the manufacturer to build the custom shutters. As I told the owner, I ordered shutters from his company with his timeline. I did not order them direct from the manufacturer. If I had, my complaint would be with them. I am not out looking for a freebie. I'm simply asking for compensation for the time and effort that I have had to put in to make sure AZ Blinds does their job. It wasn't until I filed a complaint with the Revdex.com and the [redacted] that AZ Blinds started to address the many issues. I have continually had to be the one to contact AZ Blinds to get the status and move the ball forward to complete my order. It is unimaginable to me that a company wouldn't take issue with their products taking 7 months to be completely finished. I don't know that I have ever been so frustrated to deal with a company. If the owner wishes to speak with me again, I welcome that because I'm not sure he understands that I have been more than patient and that the complaints to the Revdex.com and AZ Registrar of contractors only came after 6 months of giving his company the chance to make it right and finish the job.

Regards,

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.  For your reference, details of the offer I reviewed appear below.

Here is what has happened since I filed my complaint.  On March 14 I received a call from [redacted] with Az. Blinds saying my blind would ship on March 20.  On March 17 or 18 I received a call from [redacted] saying the blind was on back order and she would let me know when it would be shipped.  How is it that I'm given a ship date and then several days later told the blind is on back order?  On March 19 I received this e-mail from [redacted]:

"Hi [redacted], I just got an update they shade will be shipping on 3/25.  I certainly did not want to upset you.  [redacted] will call you as soon as he gets it.  Would you be willing to contact Revdex.com to let them know as well that we spoke?  I would very much appreciate that.  Sorry again. Thank you, [redacted]"

On March 24 I received a call from the installer, [redacted], saying he had the blind and wanted to install it the next day, March 25.  Again I'm given bad information - I was told it would ship on March 25.  Yesterday, March 25, a person who works for [redacted] showed up to install the blind.  This person was not at my home the two prior trips they came out.  He installed the new blind and again it did not lay correctly.  This installer said, "oh, that can be adjusted" and he proceeded to unscrew the cord from the bottom and adjust the blind.  I believe this worked and the blind is now installed and seems to be working.  I paid the installer the $55.00 per the contract.                                                                 

The reason I wanted to reject the company response was because of all the bad information I received during the process.  At this point the blind is fixed.

Regards,

We have been trying for a few weeks to install Ms. [redacted] shutters.  We left her another voice message today.  We last left her a voice mail as well as an email on 2/11/14 to call us back.  There were two other messages left prior to that.  She will not return our calls. ...

Her shutters have been ready to schedule an install if she would just return our call.

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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

All the [redacted] have ever wanted were the shutters they ordered on 09/10/2013 and for them to be installed in a timely manner not 6 months later.  We accept the $500 of the balance owed.  We will call AZ Blinds Tuesday, March 18, 2014 in the afternoon to schedule an installation date. 

Regards,

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.  For your reference, details of the offer I reviewed appear below.

Here is what has happened since I filed my complaint.  On March 14 I received a call from [redacted] with Az. Blinds saying my blind would ship on March 20.  On March 17 or 18 I received a call from [redacted] saying the blind was on back order and she would let me know when it would be shipped.  How is it that I'm given a ship date and then several days later told the blind is on back order?  On March 19 I received this e-mail from [redacted]:

"Hi [redacted], I just got an update they shade will be shipping on 3/25.  I certainly did not want to upset you.  [redacted] will call you as soon as he gets it.  Would you be willing to contact Revdex.com to let them know as well that we spoke?  I would very much appreciate that.  Sorry again. Thank you, [redacted]"

On March 24 I received a call from the installer, [redacted], saying he had the blind and wanted to install it the next day, March 25.  Again I'm given bad information - I was told it would ship on March 25.  Yesterday, March 25, a person who works for [redacted] showed up to install the blind.  This person was not at my home the two prior trips they came out.  He installed the new blind and again it did not lay correctly.  This installer said, "oh, that can be adjusted" and he proceeded to unscrew the cord from the bottom and adjust the blind.  I believe this worked and the blind is now installed and seems to be working.  I paid the installer the $55.00 per the contract.                                                                 

The reason I wanted to reject the company response was because of all the bad information I received during the process.  At this point the blind is fixed.

Regards,

This job is complete and the customer signed off on the installation report.  The customer was given a 25% discount plus another $400.  The issues were not workmanship issues on our part, even though I'm sure he'll throw something in there about that too, even though we install hundreds upon hundreds of houses full of shutters a year quite successfully.  As previously explained, we don't own the manufacturing of this shutter, it's made overseas and we have no control over the "slow boats from [redacted]."  [redacted] chose to buy a cheap import over our own high quality US built shutter to save a few bucks.  At that point, we are at the mercy of the company shipping timely, and shipping the correct product. Secondly, [redacted] spoke numerously with [redacted] prior to speaking to myself.  [redacted] is an owner in the company.  She manages customer issues.  It seems [redacted] knows everything. I will not be offering [redacted] any further discounts or refunds.  That's really the basis of this. He's trying to bully me into giving him money back and I'm not willing to do that.  While it took an extraordinary amount of time to get the job completed, once we ordered the shutters, and then had to reorder 3 of them and the company sent the wrong color, and then had to do it again... we were all over the manufacturer to get them here but until [redacted] has experienced first hand dealing with [redacted] companies, he shouldn't suggest it was our own lack of concern.  Our explanation of the delays, he didn't seem to want to hear, he wanted us to sprinkle pixie dust on the cargo ship or something.  We have probably no less than 30 phone conversations and many, many emails in regard to the issue between my company and [redacted], the manufacturer. If the Revdex.com wants a copy of [redacted]'s approval of the job in the form of his signed installation report, I will provide that.

[redacted] has already recieved a 25% discount plus another $400 discount and now he's requesting more.  We aren't able to do that.  How, or better yet, WHY would we be "taking advantage" of [redacted] as he stated in his letter to you?  Is this about the two shutters we had...

to reorder, or is this about more discounts?  Everything has been fully explained along the way to [redacted] but apparently he felt like we were pulling his leg.  We miss-measured one window.  That is the only thing we did wrong.  As for the installers leaving dust... we've installed shutters in over 800 homes this year so far.  That's the first time anyone has ever said that.  Other than that, this issue with [redacted] has been shipping and manufacturing problems.  And we have been in contact with [redacted] many, many times.  He said he had no dialog with an owner.  Yes, he has, he has spoken to [redacted] several times and she is one of the owners.  She is the contact to the customers when needed.  I did see the 8 page letter [redacted] wrote to me, and I forwarded it to Ms. [redacted], that's what she does and she has spoken to him numerous times. I attend to the running of the financials and marketing end of the organization.  I have 25 employees or so, I can't attend to everything, it's impossible.  [redacted] opted to purchase our inexpensive line of shutters which are imported from overseas.  About 95% of the shutters we sell are US made, finished in our own shop here in [redacted].  When you order custom product that comes from overseas, there is always the chance for delays, on any product.  So I understand his frustration about the time it's taking, I'm a consumer too.  The first delay was due to the port strikes.  probably held up the order a good 5 or 6 weeks.  The re-order of two shutters were shipped (custom product from [redacted] takes about 8 weeks to get here.  Nothing I can do to move the boat faster.)  Unfortunately, the manufacturer sent the remake to another plant where the die-lots were noticeably different.  Another delay, again, unfortunately, out of our hands. Since then, as explained to [redacted], we sent our installers to his home to pick up a sample of the color of his current shutters so that the manufacturer could make sure they are redone and matched to the correct die-lot  colors.  We've been told by the manufacturer that we're about two weeks away from getting the shutters, and that has also been communicated to [redacted].  As for any of the other issues, I've talked to my installers about cleaning up after themselves.  They always do.  They also caulk the sides of the shutters between the shutter frame and the drywall.  Some companies don't do that at all.  It is industry standard practice to caulk the sides but not the top or bottom that you can't even see unless there has been poorly done drywall where significant light leak occurs.  If he insists on us caulking even where you can't see the edge, like the top and underneath the shutter, I will have my installer do so on the install coming up. These delays would have been no different had he ordered [redacted] built shutters from anywhere else at the time he did.  This is why I am considering not selling cheap imported shutters any longer.  They are nowhere near the quality of our own [redacted] shutters which we frame and finish ourselves locally.  There are too many variables that are out of our hands.  Our ratings on [redacted] which is customer surveys from our installed [redacted] shutters that customers do upon receiving their registered warranty, has us at something like, 99% completely satisfied, and 98% would recommend Arizona Blinds to their friends and neighbors.   [redacted]PresidentArizona Blinds, Shutters & Drapery[redacted]  [redacted]

We have an appointment with the customer on July 21st to see how much we need to move the drapery hardware and then to take down the drapery and change the lining to a black-out lining.    

We will then schedule a drapery installer to re-install the drapery and move the...

drapery hardware to the customer's satisfaction.

All but two shutters for Mr. [redacted] has been installed.  I believe 18 shutters have been installed and two had to be reordered.  I am unclear if they were damaged in transit or they were the wrong size but the replacements have been ordered and will be installed as soon as they arrive,...

which should be any day.

This job is complete and the customer signed off on the installation report.  The customer was given a 25% discount plus another $400.  The issues were not workmanship issues on our part, even though I'm sure he'll throw something in there about that too, even though we install hundreds upon hundreds of houses full of shutters a year quite successfully.  As previously explained, we don't own the manufacturing of this shutter, it's made overseas and we have no control over the "slow boats from [redacted]."  [redacted] chose to buy a cheap import over our own high quality US built shutter to save a few bucks.  At that point, we are at the mercy of the company shipping timely, and shipping the correct product. Secondly, [redacted] spoke numerously with [redacted] prior to speaking to myself.  [redacted] is an owner in the company.  She manages customer issues.  It seems [redacted] knows everything. I will not be offering [redacted] any further discounts or refunds.  That's really the basis of this. He's trying to bully me into giving him money back and I'm not willing to do that.  While it took an extraordinary amount of time to get the job completed, once we ordered the shutters, and then had to reorder 3 of them and the company sent the wrong color, and then had to do it again... we were all over the manufacturer to get them here but until [redacted] has experienced first hand dealing with [redacted] companies, he shouldn't suggest it was our own lack of concern.  Our explanation of the delays, he didn't seem to want to hear, he wanted us to sprinkle pixie dust on the cargo ship or something.  We have probably no less than 30 phone conversations and many, many emails in regard to the issue between my company and [redacted], the manufacturer. If the Revdex.com wants a copy of [redacted]'s approval of the job in the form of his signed installation report, I will provide that.

Ms. [redacted]’ file is still open and we continue to work on getting it resolved.  We’ve obtained quotes for her window replacement but we can’t seem to get in contact with her. When we call her home someone answers that doesn’t speak English and when we call her work at the Post Office we are...

placed on hold and never connected with her.  And she continues to call us back after hours.  It’s gotten frustrating.  Eventually, we will get in contact with her and get the appointments necessary to resolve this.  But, we are certainly trying.  The difficulty in communicating with her has been an issue since the beginning.  Ms. [redacted] needs to find time from her work schedule to call us back during business hours, 9am to 5pm. [redacted] in my office is working on this file and will continue to until it’s resolved.  If you need any more information regarding this file, please call [redacted] in our office at ###-###-#### and she can give you full details as she’s been working on this.  [redacted]Arizona Blinds, Shutters & DraperyModern Home Expressions, Inc.

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.  For your reference, details of the offer I reviewed appear below.We are awaiting the arrival of 3 blinds damaged in shipping and that's not the major concern. The concern is we have received a product that is not what we ordered. We ordered real wood shutters that are manufactured in AZ. Instead we received Bass wood that are manufactured in CA. After the initial 5k down payment of the total 10k the customer service was non existent from the sales rep. Made promises he couldn't keep and then order is shutters that we did not want and were not what we ordered. If you read the ad from them it says real wood and manufactured in AZ. False advertising and I still do not have all my shutters. The whole experience was horribile and the sales rep will not return phone calls. we were taken advantage of by the sales rep and had other quotes. When we shared those quotes he said oh we can beat that and we use real wood they use some crappy not wood material. Come to find out so do they as we received they same material he told us was crappy and said he did this to save us money. We were led to believe we were getting real wood and that's not what was delivered. This is not how you operate a business.Regards,[redacted]

For a shutter order placed on November 21st, we would have never said we could have them before Christmas.  Impossible.  In fact, being in this business for many, many years, I don't know of anyone that could have delivered shutters with that little of lead-time.  Also, the shutters that the customer received is solid basswood.  Real wood.  The most common and industry standard wood in the market for shutters is basswood and that is what Mr. [redacted] has received.  These are not [redacted], that's the top of the line shutter that we sell, but the customer asked for a price brand because he showed us or referred us to other price brand quotes he had received.  They are not made in Arizona and we have never said they were.  It's possible information is getting mixed with another quote that was made.  Just to reiterate, the shutters delivered and installed in the [redacted] residence is solid basswood, it is what was ordered and showed to the customer.  Basswood is the most industry standard REAL WOOD shutter in the marketplace.

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.  For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]the above statement is false by AZ Blinds. The first issue I will take up is the response made that I have been in Contact with one of the owners. This is completely and utterly false. The only time in which I have spoken to an owner is when I called and repeatedly asked [redacted] (the shutters dept) to speak with the owner. On September 4 I called 2 times and finally got ahold of [redacted] because they had removed the wrong sized shutter and had not contacted me from 2 weeks before this date. When I had asked [redacted] if she was going to have the owner call me, which I had asked many times before, her response was that of shock that he hadn't called me yet. To no surprise, after that call ended, I received a phone call from the owner within 15 minutes. The only thing that came from the conversation was me venting my frustration that it has taken longer for my stter order to be complete than it took to build my home. We are going on 7 months now since point of purchase. As for the shutters being delayed to strike, that is also false. The workers went back to work at the docks 2 days after I ordered my shutters. According to the media reports, by late March there were no more delays for container ships coming into [redacted]. This was well before the 8 week time frame in which it would take the manufacturer to build the custom shutters. As I told the owner, I ordered shutters from his company with his timeline. I did not order them direct from the manufacturer. If I had, my complaint would be with them. I am not out looking for a freebie. I'm simply asking for compensation for the time and effort that I have had to put in to make sure AZ Blinds does their job. It wasn't until I filed a complaint with the Revdex.com and the [redacted] that AZ Blinds started to address the many issues. I have continually had to be the one to contact AZ Blinds to get the status and move the ball forward to complete my order. It is unimaginable to me that a company wouldn't take issue with their products taking 7 months to be completely finished. I don't know that I have ever been so frustrated to deal with a company. If the owner wishes to speak with me again, I welcome that because I'm not sure he understands that I have been more than patient and that the complaints to the Revdex.com and AZ Registrar of contractors only came after 6 months of giving his company the chance to make it right and finish the job.

Regards,

Well, I'm still unclear what the [redacted] want.  We've tried to call them numerous times for nearly 5 weeks with no answer or return call.  I take it that we built the shutters with the wrong louver size.  We told them we would rebuild them.  Which we have done.  And they've been sitting in our warehouse for over a month.  I think I'm hearing discount perhaps in this?  If so, I'm willing to discount, but I guess this is the only form of communication with the [redacted] that work, so we have two options.  I'll offer a $500 discount off the balance or we can send out our installers and pick up the shutters and give you a refund.  But let's get these installed.  Our shutters are custom made.  Every window is a little bit different.  We don't stock "normal size window" shutters and install them to the drywall outside of the windows like the Chinese shutters are.  One shutter has more pieces of finished wood on it than your typical whole set of kitchen cabinets.  And, they sit right next to pretty harsh climate.  We only sell the best.  But we make mistakes along the way like anyone else.  So please, just tell us what you want.  We certainly haven't been ignoring you. 

Arizona Blinds, Shutters & Drapery

Unfortunately the blind Ms. [redacted] is referring to has

been on back order and will be shipping out of the factory on March 25,

2014.  The standard trip fee, which is

stated on the contract signed by the customer, is $55.  I have relayed all of the information as...

far

as shipping to Ms. [redacted] and she responded with acknowledgement.

Regards,

Customer Service Manager

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.  For your reference, details of the offer I reviewed appear below.

Regards,

There is nothing to accept due to our complaint not being addressed.  We received phone calls and an email beginning February 5, 2014 from Arizona Blinds stating installation and correction of our shutters could now be scheduled - 21 weeks from when our shutters were ordered.  This is not acceptable.  If and when we receive a response to our complaint and compensation is address, we will return Arizona Blinds' calls.

Review: We ordered shutters for our living room in May 2013 . They required half of the total cost when we placed the order. So we gave them $489.33. That amount was deducted from our account on 5-28-2013. They said it would be 8 weeks. Today is 9-4-2013. They still have our money but we have no shutters. We inquired after more than 8 weeks. We were told they had they had to move thier factory and all orders would be delayed.

They simply did not bother themselves to notify us. they told us that the shutters would be installed in the last week of August. That came and went and they still did not bother to contact us or try to reassure us in any way. Last week when my wife called they said it would be the first week in September. Today my wife tried to get information, again. Now we are just getting the run around: out to lunch, have to contact somebody else.Desired Settlement: Install the shutters or give us our money back.

Review: We hired Arizona Blinds to personally sell us drapes in 2 rooms of our home. This included the drapery fabric, rods, and all hardware involved in installing drapes. We are not happy number one because during the site visit the sales man named [redacted] clearly stated and sold us on the concept of not adding black out fabric to our drapes. He stated that based on the room dynamics and lighting they would not be necessary and the clothe backing that comes standard would block the sun. We trusted him as he said that he has done several installs and guaranteed we would be satisfied. On the day of install of course we noticed that light comes through the drapes and ruins the whole look of the drapes. Not only does light come in the rooms which is the whole reason we purchased the drapes but the look is not appealing. Also when the installers hung the drapes they hung the drapes in one room too high. When we complained they said they could adjust the drapes but only to a certain point without lowering the rod. If they lowered the rod they said they would not be responsible for the holes they placed in the drywall and I would have to fix at my expense. The drapes were obviously measured wrong and the rod was not placed in the proper position. My feeling is that when you spend almost 10,000.00. you should have c company with a competent salesman and installation team. [redacted] was not even competent enough to recommend blackout backings on drapes and he sells them all day. The company cant even measure accurately and hang the curtains properly so that they don't fall short of floor and are sticking to the glass windows. I feel cheated out of a considerable amount of money and the company is rude and will not correct this at their expense. Please, if you are a consumer do not go to this business for your drapery and blind needs. They do not know what they are doing and will charge you a fortune and will not follow up when they do things wrong.Desired Settlement: We want the company to provide new cloth curtains with the same patterns we purchased with black out backs installed on the back of the fabric. We would have had this done, but the misrepresentation of need for this from the sales man [redacted] prevented us from doing so. He said based on his experience we would not need this feature on the curtains to block the light. Also, we need to have the height of the drapes adjusted which would involve a reinstall of the height of the rod which would create holes in our walls. We want this correctly completed and repaired at the expense of the company. The company has stated they will not do this at their expense. The salesman [redacted] stated that included in the purchase price correct installation of the purchased product. He clearly mislead us and when we complained to the company about the improper installation they stated they would not repair additional holes they place in our walls at their expense. This is a total misrepresentation of what was told to me by the sales man. The total price I paid for the drapes and installation to AZ blinds was 9,285.42.00.

Business

Response:

We have an appointment with the customer on July 21st to see how much we need to move the drapery hardware and then to take down the drapery and change the lining to a black-out lining.

We will then schedule a drapery installer to re-install the drapery and move the drapery hardware to the customer's satisfaction.