P & J Custom Window Coverings

Initial Business Response / [redacted] (1000, 5, 2015/03/24) */ This has been resolved by my recordsMs [redacted] is scheduled for 4/10/between 9-1am Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/03/30) */ Final Consumer Response / [redacted] (4200, 11, 2015/04/08) */ As stated in other correspondence I was forced to make an appointment, pay for the shutters before I received them, threatened to be turned into collections if I didn't do this and also be charged for storage feesI was also told on 3/17/that I would be sent a copy of the contract and have yet to receive itMy resolution to this problem is to send me a copy of the contract as requested, stop installation to shutters, not to turn this into collections and to return my moneyThis company has avoided seeing my side of the story and has acted very unprofessionally Thank you, [redacted] Final Business Response / [redacted] (4000, 13, 2015/04/08) */ We will mail her a copy of her contract tomorrowShe was given a copy at the time of the saleOur contract calls for custom made to order goodsThe contract also covers what happens when things go wrongWhat our expectations are and what we are legally bound by and the same for the customerWe have held up our end of the contract, and we expect the customer to do the sameWe cannot cancel the order

Initial Business Response / [redacted] (1000, 5, 2015/11/05) */ I received complaintThat sounds horribleWe try very hard to handle warranty issues promptlyWe contacted customer and are sending a service man out ASAP to do any needed work free of chargePlease pass on we are very sorry for their experience Sent from my iPhone Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Received message from business called back and have not received call back or service personStill unresolvedIt's very difficult to believe there apology since they aren't very proactive in getting the issue resolvedWhy is it the customer's duty to keep calling back or the Revdex.com to keep following up for them? Final Consumer Response / [redacted] (2000, 11, 2015/11/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I hope none of their future customers have to go through this and I hope the owner will do some customer service training with his staff to attend to matters in a timely manner without the attitude they give offAlso a call from the owner would be appreciated rather than his staff just brushing off customers and telling them he is not availableThat is if he/she cares about their business Final Business Response / [redacted] (4000, 9, 2015/11/13) */ We tried several times to reach the customer, with no voicemail message ever returnedHowever, once we finally were able to speak with the customer on 11/09/15, a service technician was scheduled and repairs were completed on 11/10/We wish the customer all the best, apologize once again for her experience, and hope she enjoys her shutters

Initial Business Response /* (1000, 5, 2015/03/02) */
In response to the *** *** complaint, we installed their custom shutters on1/28/invoice #XXXXXAt the time of install, the customer had several complaints and refused to payOn 2/6/we sent *** *** our supervisor (and the one
who sold the job) out to assess the problemWhile there she observed the job was perfect and the doors swinging away from the wall could be fixed with the installation of a simple magnet and striker plateOnce she offered the fix, the customers husband got irate and started pulling on the shutter in a fashion that would break the product and when *** said "stop" you're going to break it, he basically said that the product was junk and he wanted his money backHe then threw *** out of his houseShortly after Mr*** threw *** out of his home, the customer called the office and said their shutter fell apart and they want it warrantiedThey then sent us pictures of the damageLooking at the pictures, it is quite clear what the customer did to destroy this very nice shutterTo cause this sort of damage they would have had to jumped on the shutter while the doors where open or swing on it with their body weight much like *** saw them do just before she left and told him to stopMy business has completed over 100,jobs and over a half million window applicationsThis has never happened beforeThis could not happen in usage of shuttersI spoke to the owner of Polywood, the manufacturing company who has been in business even longer than me, and has manufactured millions of these products and he is willing to talk to you guys to explain the product did not do this, in fact this is the worst example of customer abuse he has seenThe custom has no warranty, simply because they have not paidPersonally I don't think these people are mentally stable enough to safely send one of my employees back to their home for fear they may be attackedI rarely do this, but I sold this account to a collections companyI want as far away from these people as possibleIt is now between the customer and Transworld
Initial Consumer Rebuttal /* (3000, 7, 2015/03/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This rebuttal is full of statements that are not even remotely trueWhen the shutters were sold to us I made it very clear that I needed for them to be able to open fully and fold backI was planning to open and close them each dayThey did NOTA magnet would not hold this weight, and I do not want an ugly magnet attached to my wall in order to hold them backThey were difficult to open and closeOne needed to use a foot to lift the weightObviously this was not going to work on a daily basis for years*** had no solution for this except to stand in front of the shutters so that they did not float out into the roomMy husband did not even touch the shutters while she was thereI kept referring to our original sales presentation where she had said that the shutters would perform in the manner than I neededHer answer? " We are not obligated by any verbal agreement only what is on the contract." OH so we cannot believe what you say??? In that case, you need to leave our homeWe do not do business with untrustworthy peopleShe leftShe was not THROWN outTo imply that my year old husband, one who ran his own customer service business successfully for over years and is well respected by the community in many venues then jumped on the shutters like a gorilla is absolutely ridiculous, insulting, and a desperate move on her partThe fact that the hinges are securely attached to the window would make the idea of putting one's full weight on the shutters and pulling them an obvious lie, as the hinges would be affectedDonna is totally lying to say that she saw us do that while she was thereShame on you, *** She states that we are mentally unstable, and she would not send someone into our homeCuriously enough we are both active days/week in community volunteer activities, church groups, sports teams, etcand her statements are pure desperation
We have video of how the shutters do not perform as promised and photos of the broken oneWe have owned a home for over years and have never dealt with such a disreputable companyWe do not want any warranty we do not want them repairedWe do not want to pay for a product that does not perform as described and that falls apart within two weeks of installationThe company is welcome to come and pick up their product or else we will throw them out with the next junk pick up
Final Business Response /* (4000, 10, 2015/03/26) */
Again, we are no longer able to go forward since this account has been turned over to Transworld( Our collection company)I'm sure they have been in touch with the ***'s , and this matter will be resolved shortly

Initial Business Response /* (1000, 5, 2015/11/05) */
I received complaint. That sounds horrible. We try very hard to handle warranty issues promptly. We contacted customer and are sending a service man out ASAP to do any needed work free of charge. Please pass on we are very sorry for their...

experience
Sent from my iPhone
Initial Consumer Rebuttal /* (3000, 7, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Received message from business called back and have not received call back or service person. Still unresolved. It's very difficult to believe there apology since they aren't very proactive in getting the issue resolved. Why is it the customer's duty to keep calling back or the Revdex.com to keep following up for them?
Final Consumer Response /* (2000, 11, 2015/11/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I hope none of their future customers have to go through this and I hope the owner will do some customer service training with his staff to attend to matters in a timely manner without the attitude they give off. Also a call from the owner would be appreciated rather than his staff just brushing off customers and telling them he is not available. That is if he/she cares about their business.
Final Business Response /* (4000, 9, 2015/11/13) */
We tried several times to reach the customer, with no voicemail message ever returned. However, once we finally were able to speak with the customer on 11/09/15, a service technician was scheduled and repairs were completed on 11/10/15. We wish the customer all the best, apologize once again for her experience, and hope she enjoys her shutters.

Initial Business Response /* (1000, 5, 2015/03/24) */
This has been resolved by my records. Ms. [redacted] is scheduled for 4/10/15 between 9-1am.
Initial Consumer Rebuttal /* (3000, 7, 2015/03/30) */
Final Consumer Response /* (4200, 11, 2015/04/08) */
As stated in other correspondence I was...

forced to make an appointment, pay for the shutters before I received them, threatened to be turned into collections if I didn't do this and also be charged for storage fees. I was also told on 3/17/15 that I would be sent a copy of the contract and have yet to receive it. My resolution to this problem is to send me a copy of the contract as requested, stop installation to shutters, not to turn this into collections and to return my money. This company has avoided seeing my side of the story and has acted very unprofessionally.
Thank you,
[redacted]
Final Business Response /* (4000, 13, 2015/04/08) */
We will mail her a copy of her contract tomorrow. She was given a copy at the time of the sale. Our contract calls for custom made to order goods. The contract also covers what happens when things go wrong. What our expectations are and what we are legally bound by and the same for the customer. We have held up our end of the contract, and we expect the customer to do the same. We cannot cancel the order.