Palmetto Window Fashions

Revdex.com Complaint # [redacted] Reply from Palmetto Window Fashions:The customers, [redacted] ordered exterior porch shades from us in March At our original meeting on March 09, 2016, the clients discussed whether to have the shades go to the floor, which was more expensive, or only part way down, which didn’t cover the entire area, but cost less moneyWe provided them quotes for three different length options, 96”, 84” and 72” They called us on March 21st and said they had decided on the middle length of 84” and that they didn’t want to pay for the full length option, since they didn’t know if they would really use it We had the shades made per their request and installed them in early AprilThe shades the [redacted] ’s ordered were roller shades with a continuous cord loop chain to raise and lower themRoller shade fabric is wrapped around a tube at the top which is kept in place by wrapping the roll several times with the fabric The continuous cord loop chain has “raise” and “lower” “stops” placed in key positions on the chain The round plastic stops prevent the chain from continuous movement They stop the shade from going up so far it flips around on the tube and from lowering the shades so far the fabric unrolls all the way off of the tubeThese stops are imperative to the shade operation.A few months after the shades were installed we received a call from the [redacted] s stating that a roller shade had fallen off and was on the ground and could we come and fix it We were surprisedWe have been in the window treatment industry for many years and have never had received a call stating that a roller shade we installed had fallen off We told them we would be happy to come look at it That any manufacturing errors or installation errors were covered under warrantyWhen David arrived he looked at the shades On one shade the chain “stops” were jammed up into the gears of the continuous cord mechanism and it couldn’t move On the other shade the “stops” had been jammed so far up into the gears they had crushed the stops and they had broken off of the chain Subsequently, the stops were not there when the shade was lowered and it was unrolled until the shade fabric fell off of the tube and onto the floor.When questioned about it, the [redacted] ’s stated that the shades were supposed to go the floor and when they only went down part way, they pulled on them to get them down farther It was clear they had been pulled on with great force in order to jam the one stop into the gear and crush the other until it had broken into piecesThe shades were not ordered to floor length, but the [redacted] ’s had apparently forgotten it and tried to force themThis was not a manufacturing defect, but a user defectDavid put the shade back onto the roll, taped it on so it wouldn’t fall off He explained how the stops were supposed to work, and let them know they couldn’t just force the shades once they stopped and continue pulling on the chainThat will break them They had broken the stops off of the one shade, so they were told they had to be careful about the way they raised and lowered it Mrs [redacted] also expressed some concern about one edge of the shade on the door not looking clean cut on the edge David told her he could take it and send it back to the manufacturer and have them address that issue She didn’t want him to take it that day She said she would think about it We did not charge them any type of service charge even though this was not an installation or manufacturing error, but rather the customer using the product wrong.They contacted us several weeks later and said they had decided they did want the door shade returned to the manufacturer to be adjusted and that the shade David put on the roller was backwards and they wanted us to come back out and fix it David said he did not install the shade fabric backwards, but rather that they had pulled on the continuous cord loop chain (now with no stops because they broke them off) until it had completely looped around the tube and flipped back on itself (since he taped it on, it wouldn’t fall off the roller tube again, but could be flipped over on itself).He stated he would go back out and fix the shade again and ship the other one back but there would be a service charge ($75) and shipping ($45) to send the shade back for the adjustment He emailed this to the [redacted] ’s and requested they pay the service charge online the day of the appointment[redacted] called extremely angry After expressing her opinion rather vocally, David was unable to communicate in such a way to achieve a pause during the call, or reach any understanding about the situation After numerous attempts to explain the situation to no avail, he terminated the phone call.Later [redacted] called David and expressed extreme anger about the “way you treated my wife” and then wanted David to meet him in person “to settle this man to man.” David terminated that call as well.Several weeks later David was at another client’s home in the same neighborhood and Mr [redacted] walked by He saw David and started yelling from the street and then entered the neighbors back yard and continued to yell and make accusations to David and about him to the neighbor David made brief replies in an attempt to calm the situation but it was to no avail.The complaint to the Revdex.com was made after this last meeting.We would have been glad to fix the shade again, and to ship the other one back per their request, and put new stops on the shade they broke However, the hostility they expressed when they were expected to pay a nominal service charge created a situation that could not be remedied Since they had another company come out and fix it, I imagine they ended up paying for the service after all It would have been less stressful for everyone one if they had just done this to start withDavid B [redacted] Cheri B [redacted] Palmetto Window Fashions

***, please have Palmetto Window fashions send check for dollars directly to [redacted] .....do you have a way of knowing if in fact [redacted] does receive the check from them.....thanks for all of your assistance in this matter....respectfully, [redacted]

There were several statements attributed to us by Palmetto in their answer to our complaint....Our first call to them was regarding the fraying of the blind on our screen door....it had nothing to do with the blind falling to the floor.....that happened later.....We knew that the blinds we ordered were not going to the floor, so that is another lie...we never forcibly pullled the shade all the way down....it just fell off the roller....we know that David stated several times to me and my wife that he has never had a shade fall off, but guess what it did....he also put it back up backwards....which he said could not have happened because he is perfect and does not make mistakes....This fact was verified by the owner of a competitor of his, it is still up backwards....They never said they were going to send our door blind to the manufacturerDavid said he was going to take it down and trim it.....the phone calls with both me and my wife got heated when he said we were going to be charged a service call for him coming to get the blind and trim it which was absurd because it was covered under warranty...we never found out about the charge until the day they were coming which we had waited for for weeks.....as far as my conversation with him, I did not the way he talked to my wife, and I just said the whole situation could be taken care of by a trip to the house....another statement, I never said anything about man to man....absurd....he hung up on my wife and me....then I was walking in my neighborhood and spotted him at a neighbors house...and asked him when he was going to come fix my blind which he hung up backwards....he said as sooon as I paid the service fee....absurd....he was very arrogant, and once again made it very clear that there was no way he could have hung the bling up backwards....Also statements about the chain stops...total falsehood...We knew that the shades were not supposed to go to the floor....once again totally that we thought otherwise......***

We sincerely regret the customer's unhappiness with our customer service We have no desire to argue about the details noted here Our earlier reply was not intended to be an accusation or to stir up any further animosity, it was simply to provide our perspective regarding the matter as requested by the Revdex.com If the customer would like compensation for the repair, we would be happy to compensate them for the service call, please have them provide us a copy of the receipt Sincerely,Palmetto Window Fashions

[redacted], please have Palmetto Window fashions send check for 125 dollars directly to [redacted].....do you have a way of knowing if in fact [redacted] does receive the check from them.....thanks for all of your assistance in this matter....respectfully,  [redacted]

Revdex.com Complaint # [redacted]Reply from Palmetto Window Fashions:The customers, [redacted] ordered 3 exterior porch shades from us in March 2016.  At our original meeting on March 09, 2016, the clients discussed whether to have the shades go to the floor, which was more expensive, or...

only part way down, which didn’t cover the entire area, but cost less money. We provided them 3 quotes for three different length options, 96”, 84” and 72”.  They called us on March 21st and said they had decided on the middle length of 84” and that they didn’t want to pay for the full length option, since they didn’t know if they would really use it.  We had the shades made per their request and installed them in early April. The shades the [redacted]’s ordered were roller shades with a continuous cord loop chain to raise and lower them. Roller shade fabric is wrapped around a tube at the top which is kept in place by wrapping the roll several times with the fabric.  The continuous cord loop chain has “raise” and “lower” “stops” placed in key positions on the chain.  The round plastic stops prevent the chain from continuous movement.  They stop the shade from going up so far it flips around on the tube and from lowering the shades so far the fabric unrolls all the way off of the tube. These stops are imperative to the shade operation.A few months after the shades were installed we received a call from the [redacted]s stating that a roller shade had fallen off and was on the ground and could we come and fix it.  We were surprised. We have been in the window treatment industry for many years and have never had received a call stating that a roller shade we installed had fallen off.  We told them we would be happy to come look at it.  That any manufacturing errors or installation errors were covered under warranty. When David arrived he looked at the shades.  On one shade the chain “stops” were jammed up into the gears of the continuous cord mechanism and it couldn’t move.  On the other shade the “stops” had been jammed so far up into the gears they had crushed the stops and they had broken off of the chain.  Subsequently, the stops were not there when the shade was lowered and it was unrolled until the shade fabric fell off of the tube and onto the floor.When questioned about it, the [redacted]’s stated that the shades were supposed to go the floor and when they only went down part way, they pulled on them to get them down farther.  It was clear they had been pulled on with great force in order to jam the one stop into the gear and crush the other until it had broken into pieces. The shades were not ordered to floor length, but the [redacted]’s had apparently forgotten it and tried to force them. This was not a manufacturing defect, but a user defect. David put the shade back onto the roll, taped it on so it wouldn’t fall off.  He explained how the stops were supposed to work, and let them know they couldn’t just force the shades once they stopped and continue pulling on the chain. That will break them.  They had broken the stops off of the one shade, so they were told they had to be careful about the way they raised and lowered it.  Mrs. [redacted] also expressed some concern about one edge of the shade on the door not looking clean cut on the edge.  David told her he could take it and send it back to the manufacturer and have them address that issue.  She didn’t want him to take it that day.  She said she would think about it.  We did not charge them any type of service charge even though this was not an installation or manufacturing error, but rather the customer using the product wrong.They contacted us several weeks later and said they had decided they did want the door shade returned to the manufacturer to be adjusted and that the shade David put on the roller was backwards and they wanted us to come back out and fix it.  David said he did not install the shade fabric backwards, but rather that they had pulled on the continuous cord loop chain (now with no stops because they broke them off) until it had completely looped around the tube and flipped back on itself (since he taped it on, it wouldn’t fall off the roller tube again, but could be flipped over on itself).He stated he would go back out and fix the shade again and ship the other one back but there would be a service charge ($75)  and shipping ($45) to send the shade back for the adjustment.  He emailed this to the [redacted]’s and requested they pay the service charge online the day of the appointment.[redacted] called extremely angry.  After expressing her opinion rather vocally, David was unable to communicate in such a way to achieve a pause during the call, or reach any understanding about the situation.  After numerous attempts to explain the situation to no avail, he terminated the phone call.Later [redacted] called David and expressed extreme anger about the “way you treated my wife” and then wanted David to meet him in person “to settle this man to man.” David terminated that call as well.Several weeks later David was at another client’s home in the same neighborhood and Mr. [redacted] walked by.  He saw David and started yelling from the street and then entered the neighbors back yard and continued to yell and make accusations to David and about him to the neighbor.  David made brief replies in an attempt to calm the situation but it was to no avail.The complaint to the Revdex.com was made after this last meeting.We would have been glad to fix the shade again, and to ship the other one back per their request, and put new stops on the shade they broke.  However, the hostility they expressed when they were expected to pay a nominal service charge created a situation that could not be remedied.  Since they had another company come out and  fix it, I imagine they ended up paying for the service after all.  It would have been less stressful for everyone one if they had just done this to start with. David B[redacted]Cheri B[redacted]Palmetto Window Fashions

He has not been paid....[redacted]

There were several false statements attributed to us by Palmetto in their answer to our complaint....Our first call to them was regarding the fraying of the blind on our screen door....it had nothing to do with the blind falling to the floor.....that happened later.....We knew that the blinds we ordered were not going to the floor, so that is another lie...we never forcibly pullled the shade all the way down....it just fell off the roller....we know that David stated several times to me and my wife that he has never had a shade fall off, but guess what it did....he also put it back up backwards....which he said could not have happened because he is perfect and does not make mistakes....This fact was verified by the owner of a competitor of his, it is still up backwards....They never said they were going to send our door blind to the manufacturer. David said he was going to take it down and trim it.....the  phone calls with both me and my wife got heated when he said we were going to be charged a service call for him coming to get the blind and trim it which was absurd because it was covered under warranty...we never found out about the charge until the day they were coming which we had waited for for 6 weeks.....as far as my conversation with him, I did not the way he talked to my wife, and I just said the whole situation could be taken care of by a trip to the house....another false statement, I never said anything about man to man....absurd....he hung up on my wife and me....then I was walking in my neighborhood and spotted him at a neighbors house...and asked him when he was going to come fix my blind which he hung up backwards....he said as sooon as I paid the service fee....absurd....he was very arrogant, and once again made it very clear that there was no way he could have hung the bling up backwards....Also false statements about the chain stops...total falsehood...We knew that the shades were not supposed to go to the floor....once again totally false that we thought otherwise......[redacted]