Fee Insurance Group Inc

Product may have been missed on the invoice, however the customer paid for and received what was on the invoice, and what was signed and agreed to by them. We have offered to order at a discount due to this issue. However, we will not provide the missing product free of charge as it was never...

ordered or paid for.

We have spoken with the customer and have come to a resolution.

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.  For your reference, details of the offer I reviewed appear below.
Our problem with this response is first the point is not $48 dollars and that the blinds were installed. The point is that we have an incomplete order 3 months later from 3 DAY BLINDS. [redacted] stated on a telephone conversation that $59 would be credited and that he was handling the order himself we have not received the credit. Second we did not receive an email on June 15th, [redacted] left my husband a voicemail message stating that the order was put in and it would be shipped over night directly to our home and we would receive ion Friday the 17th. Therefore, this new delivery of June 30th is new to us.  As June 30th is right before the July 4th holiday with that said the installation must be done by July 6th. We are not going to wait or deal with for another 3 months.   
Regards,
[redacted]

Better Business...

Bureau:
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.  They installed the CORRECT blinds this afternoon.  Appear to be correct and acceptable.  Look like the blinds we THOUGHT we were initially ordering.  Thank you for your help.Regards,
[redacted]

There was a mismeasure on two windows from this customer's original order.  Those two windows were not able to be installed during the initial installation due to those mismeasures.  The installer took new measurements and she shades were reordered.  The reordered shades were...

installed, and were reported to be within correct measurements specs.  The customer was given compensation in the amount of $229.25 which is the combination of both the installation fee and the packaging and handling charge.  This amount was given because the product was not able to be installed during the initial installation appointment, and the customer did not receive their products within the original estimated time frame.  We feel this is fair compensation due to the root cause issues.  If there are any outstanding issues we are still willing to work with the customer to resolve those, however we do not feel it is a fair resolution for the customer to receive a full refund on product that was reordered and installed in the customer's home.

The Client Care Quality Assurance Specialist has spoke to this customer today 6/14/2016 and is in the process of coming to an equitable solution while working with customer.

A member of out team has spoken with the customer today. We will work to resolve any outstanding issues with their order.

There was a measurement issue with one of this customer's products. We originally attempted to correct the issue through our installation team but it was ultimately decided that the product would be reordered. The customer has since refused the installation of the reordered product after it had...

already been manufactured, and has requested that we no longer contact her. The customer attempted to chargeback via their credit card company, but 3 Day Blinds won that chargeback as we have been actively attempting to have the reordered product installed and resolve any outstanding issues per the sales invoice that was agreed to at the time of purchase. The invoice the customer agreed to states that we would repair or replace any of the product if there was an issue. We are upholding that agreement but the customer is refusing it on their end. We have also explained to the customer that we could address compensation as requested, but that cannot happen if the customer is refusing the installation. The signed portion of this sales contract is attached.

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.  For your reference, details of the offer I reviewed appear below.
They have not committed to an amount for the refund.  They will not give a refund until the order is finished, yet no one has contacted me since the installer came to measure since 10/3.  I would like a commitment from them that there will be a full refund and that it will be handled now, not when the order is complete.  Asking for the order to be complete then this business has failed over and over to finish this installation is not acceptable. 
Regards,
[redacted]

Because 3 Day Blinds did not respond to ANY calls from August to September regarding the defective drapes, my husband and I hired an attorney.  Only when 3 Day Blinds received the certified letter from our attorney did we finally receive a call from customer service supervisor "[redacted], " phone [redacted]. [redacted] stated that our complaint was "lost in the paperwork" and was very sorry and would honor a full refund plus attorney fees during a phone call October 9th.  On October 13th I received a phone call from [redacted] that a full refund would be credited back to my credit card for the amount of $4,388, minus attorney fees.  I told him that was unacceptable and that he had told us attorney fees would be included totaling with the order $5,400.  As of this writing the attorney fees have increased, (we have yet to receive an updated [redacted] from the attorney).  At this juncture we are going to request [redacted]'s full name and his title plus the name of his supervisor for our attorney.  I don't know it this will result in a civil suit and will keep you posted.Sincerely,[redacted]

A refund of the affected products from the original invoice has been put through as of 7/6/2015. The customer should see that refund post to their credit account within a few business days.

Customer is currently getting the 49% transferred back until the installation is completed. This should reflect on her statement in about 5-7 business days (due to the holiday). The fabric for the product is on a delay with the vendor, which is what is causing the delays and the dates keep getting pushed back. Once the shades are installed, we will collect the remaining balance but will remove the expedited fees from the balance owed. I could not reach the customer via phone and I couldn't leave a voicemail so I sent an email to her at radha[redacted]@gmail.com to update her.

On 8/21/2015 the customer signed for the purchase of 4 Faux Wood Blinds and a Vertical
Blind. Due to the size of the Vertical blind it could not be shipped through normal methods and had to be shipped via Freight. Due to this it arrived after the Faux Wood Blinds had been installed. Usually in a...

situation such as this we would reschedule the customer to complete the installation but the customer has refused to allow us to complete the installation of the product that was signed and paid for. Our 3 Day Blinds Customer Care Team offered to provide compensation which the customer has rejected. As of 10/8/2015 the customer has been partially installed and our installers are waiting for the customers go ahead to complete the installation. At this time our offer of compensation still stands should the customer choose to accept installation.

We do stand behind offering a product that will perfectly fit your windows. This is why we are willing to remake the shade you ordered in the correct size. When there are mistakes we are more than willing to fix them. Though we do understand that you regret not ordering your product with a lining, 3 Day Blinds made the product to the exact specifications agreed upon by the customer when they signed the invoice. Because 3 Day Blinds made the product to the customer's specifications we cannot offer a refund or reselection for that product at no cost. We have offered to remake the product that was mismeasured, and we have offered a reselection of the roller shade without lining at a 50% discount. We have extended this offer as a gesture of goodwill in an effort to find resolution and compromise.

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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

on 9/10/2016 the blind with the largest amount of variation was replaced. Upon installation it was determined that extreme heat in the customers home were causing product to warp and pictures of scorching from heat were provided by the installation company and it was determined that these extreme...

conditions were not covered by product warranty. However, as a gesture of goodwill a re-selection in a different product or a replacement of all warping product was offered once customer shows proof of window tinting so that a replacement product will not show the same problems. Customer has declined a re-selection of product and is unwilling to treat windows in such a fashion as to prevent the same heat damage in the future. Furthermore, the warping mentioned is minor and could be considered acceptable. Pictures of warping and scorched window frame attached.

The customer hasn't seen the credit on his account because it hasn't been processed. The customer was sent an email on 12/11 from his case manager (see attachment) stating that the refund will be done when the valance is installed.

We have spoken to the customer on 7/21, and we are following up again on 7/23. There are a few different ways we can resolve this and we will be following up to set a course of action to resolve the complaints and come to a full resolution.

A discount for the full value of the valance that came in the incorrect color has been provided and Customer is scheduled for final installation of correctly colored valance today 7/18/2016. All remaining parts of the order have been installed and the color of the valance has been verified as correct.

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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]