Rocky Mountain Shutters & Shades

Our detailed response is in document attached above.We partnered with our supplier, [redacted] in creating this response They did the final editing for us and approve of everything we are saying in the response.Please let me know if you have any questions or can't access the file [redacted]

Complaint: [redacted] I am rejecting this response because:DEAR Revdex.com - PLEASE READ this complaint in it's entirety and see that the complaint is valid and not a grudge - AND Revdex.com PLEASE see what was said by RMS owner [redacted] towards the bottom of this outline (Conflicts with [redacted] so-called commitment to customer service.) - RMS and Mr [redacted] response is inaccurate and false And we're happy to supply emails to support everything mentioned below - We purchased shutters with RMS because they could get the products faster than competing bids - as our house was nearing a large remodel project completion (RMS shutter price was higher than other quotes - but install timeline faster and desired for our large remodel project where we have TILE-to-CEILING backsplash that butts to NEEDED window shutter.)- Original shutters that were installed by RMS (November - 2016) were NOT what we're expecting to say the least - RMS installed shutters had an UNreasonable rail height - with operable shutters space very small to actual window size (32% of our window space became fixed plastic panel/rail at top and bottom of window - and looked like portholes in the shutter.) - We immediately noticed a problem the day the shutters were installed and contacted RMS the following day of installation (Our beautiful NEW windows that we had JUST added in our remodel we're NOW predominantly blocked by fixed portion of shutters rails/panels.)(The windows AND shutters looked terrible from the outside of the house as well A large window pane - with only a small area/percentage of operable shutter size.) - Our RMS shutters looked NOTHING like RMS website shutter pictures.- [redacted] explains that our shutter WERE maximum specification for rail height by [redacted] (Meaning our shutters had the tallest ALLOWED rail per [redacted] specs.)- I asked Mr [redacted] why his sales representative had not explained this to us, or showed us, or mention to us - the actual shutter rail size at time of our consult and/or BEFORE our shutter order [redacted] had NO answer other than - WE (RMS) do not typically provide rails sizes - RMS has ZERO documentation on product description and specifics provided to us/the customer - - because we never received any information on shutters rail size or specifics- Our new shutter company ( [redacted] ***) provided sketches of every window - and every shutter that we ordered - before we ordered shutters.- [redacted] solution was to charge us more money - and reorder OTHER Palm Beach shutters - under his great customer service program As if the miscommunication was our fault, rather than lack of sales rep communication and order/process verification with consumer.- We were reluctant to pay RMS any more money, but did RMS IN FULL another several hundred dollars (We were in a pinch and needed to keep our shutters on target with our project completion and backsplash tile - as RMS committed to a quick turnaround on our RE-ORDER with their service program that was mentioned by RMS sales representative.)- NOT TRUE on becoming vocal about waiting for the RE-order shutters RMS told us to weeks on reorder - nothing more and nothing less RMS never contacted us We had to contact them weeks later- We waited an entire weeks (without any contact by RMS) and while our construction remodel project was wrapping up - but our counter-to-ceiling backsplash completely ON HOLD until NEW shutters arrived - We had to contact RMS on week - like we were total forgotten about our to week lead time and turnaround commitment by RMS (We're happy to provide the emails.)- Once we contacted [redacted] about our order exceeding 2nd order timeline - he said simply said - that our RE-order was MISTAKENLY never placed - and gave no apology whatsoever.- [redacted] PLEASE READ: [redacted] PERSONALLY told my wife (regarding weeks missed on reorder) - QUOTE -" there is nothing I can do - and there is nothing YOU can do." (Is this the superior customer service [redacted] claims he and his company provides?)- [redacted] PLEASE READ: [redacted] FAILS to mention in his letter the other two options were provided to him personally and that are documented in EMAIL OPTION - we tile up to his original window shutter frame - and REDO tile once new shutter arrives OPTION - RMS install Z frame and we tile up to that frame until new shutter arrives.- Instead [redacted] chooses OPTION - a full refund - PLEASE READ: RMS comes back to our house, accesses our house, and PULLS all shutters right off the wall of our house , leaving us with NO WINDOW COVERINGS and clear glass throughout our home at NIGHT Furthermore, RMS did NOT replace OUR original blinds (2" composite blinds that RMS removed) at original install date RMS just left us/the consumer (malicious) high and dry - and leaves our refund check on our kitchen counter with our workers/subcontractors working in our house.- PLEASE READ: My wife IMMEDIATELY contacts RMS (about RMS leaving us without window coverings) and not replacing our original blinds which were removed [redacted] tells her - QUOTE - "You'll (meaning -***) need to make me feel comfortable that you are not going to badmouth my company on social media for me to bring you temporary paper blinds." My wife answers NO - that she will not do that - and that RMS promised a product and did not deliver on two occasions And NOW RMS left us worse off than before - and with a construction project that could not be completed in time for our family Christmas gathering (RMS was original install date first of November - reorder 2nd week of December 2nd order WAS NEVER ORDERED by RMS - according to [redacted] .- WE now have NEW shutters with 2" rails (like common websites show) Thank you to the " [redacted] ***" who helped us out after hearing our story about working with a company who would REenter your home and remove product right off your walls.- RMS does not deserve or rate an A+ business rating - and other consumers SHOULD BEWARE of who THEY may unknowingly be dealing with Any person who says the things - like [redacted] has personally said - means that he/that person lacks the concept of professional customer service and the proper treatment of business customers/consumers - And as stated before - we all know that mistakes happen in business - BUT that - it sometimes IS NOT the mistake that defines a business - BUT how that business tries to resolve that mistake And that Mr [redacted] and his business made our situation worse by his statements and lack of respect for his customers Sincerely, [redacted] ***

Our detailed response is in document attached above.We partnered with our supplier, [redacted] in creating this response.  They did the final editing for us and approve of everything we are saying in the response.Please let me know if you have any questions or can't access the...

file. [redacted]
[redacted] [redacted]
[redacted]
[redacted]

Initial Business Response /* (1000, 4, 2015/08/11) */
I am so sorry that [redacted] is unhappy with the shades she purchased. Our goal is that every customer is satisfied beyond their expectations. We have the two largest [redacted] in the United States where customers can see full...

size displays with every possible lifting system. [redacted] came into our [redacted] two or three times. We train our staff extensively so they are experts in their field. [redacted]'s sales associate, [redacted], came to us a year ago with fourteen years' experience in the industry and we still put her through an intensive three month training program. [redacted]'s installer, [redacted], has thirty five years industry experience. I have sixteen years industry experience.
We have an experienced installer re-measure every window a second time to make sure we order it correctly the first time. This is above and beyond standard industry practice.
[redacted]'s stated concern is that the shades don't fit. [redacted] would only let us install three of the four shades and those three shades fit perfectly. I went to her house the day after the install to respond to her concerns and her only issue she told us about was the fit. I confirmed that they were measured correctly. The shades she ordered are called [redacted] by [redacted]. This shade has fabric that rolls up on a tube. Shades of this type have a little larger fabric cut back than honeycomb shades which were in the window before. [redacted]'s window trim has a few different levels and gets smaller as you get closer to the inside of the room. That makes the fabric gap look a little wider than windows that don't have this graduated trim. [redacted] told [redacted] that she had owned [redacted] before and was familiar with these fabric gaps. [redacted] brought a [redacted] hand sample into [redacted]'s home and showed [redacted] in the home what it would look like.
I did the re-measure on [redacted]'s project personally. I discussed these three Kitchen shades and the gaps due to the graduated trim. [redacted] and I discussed mounting the new shades fully recessed where the existing shades were vs a little further out or the possibility of an outside mount. [redacted] didn't want the shade to project into the room any further than necessary. She wanted the new [redacted] mounted the same place as the existing honeycomb shades. The view out the window is into a very private walled courtyard and she said she was fine with the gaps.
The shade [redacted] wouldn't let us install was in her Master Bedroom. This was an outside mount by design per discussion with [redacted] and [redacted] at the initial sales call. [redacted] specifically discussed overlapping the trim a few inches to insure privacy (since it was a bedroom). [redacted] gave me notes on this discussion before I went to re-measure the project. I also discussed this overlap with [redacted] and brought her into the bedroom and showed her exactly where the shade fabric would go. [redacted] approved the location I showed her at that time.
Now [redacted] says the Master Bedroom shade doesn't fit but she has never let us install it so how would she know that? It will fit exactly the way she and I agreed but she hasn't let us install it yet.
As I said we want satisfied customers. If we make a mistake, we fix it, whatever it takes. Even if we didn't make a mistake, we still want everyone to be satisfied. We have an exclusive customer satisfaction program called the [redacted] We participate in this exclusive program with [redacted]. Under the [redacted] we ask a customer to live with the product they ordered for twenty-one days after we install it. If at the end of the twenty-one days they aren't happy with the selection they made, they have another twenty-one days to swap their product for any other product [redacted] makes. The only cost to them is a small fee per window covering plus the difference between the new shade and the original shade if the new shade is more expensive. That's it. We cover everything else (except sales tax). The nominal fee per shade ranges from $15 to $100. The [redacted] that [redacted] purchased are $75 each to exercise the RCP. [redacted]'s four shades were $4,497. She could select four entirely different products and only have to pay $300 plus tax. I don't know of any other businesses that offer this type of customer satisfaction program on totally custom product.
The [redacted] program information was attached to her original signed contract. I discussed the [redacted] program with [redacted] on the phone the day of installation and the next day when I visited her in person. I sent [redacted] a letter via [redacted] on July 28, 2015 explaining the [redacted] and her options. I also sent her an email with the same information the same day. As of today, 8/11/15, [redacted] has not responded to either communication.
It appears to me that [redacted] decided she didn't want the shades and was looking for a reason to claim they were defective so she could demand a refund. The reason I say that is because she was standing over our installer from the moment he entered the home. The second he dropped the first shade for the first time, she said it was wrong and she wouldn't let him install any more product. I spoke to her on the phone and asked her to let us finish the installation and then I would come review the installation with her. She let [redacted] finish that room but wouldn't let him install the fourth shade. When I visited her the next day, she wasn't interested in talking about alternative window coverings that would satisfy her or alternative mounts. Changing from an Inside Mount to an Outside Mount isn't technically allowed under [redacted] but I offered to go to bat for her with [redacted] and try and get it approved if that's what would make her happy. She wasn't interested.
The only thing that would satisfy [redacted] was a full refund and unfortunately that's not something we can do. We don't have much legalese on our contracts but we do have a clause that is very clear that states "Customer understands that these window coverings are custom made for their windows and cannot be cancelled or modified once production has begun."
The [redacted] claim would need to be made before September 6, 2015 or that program goes away. [redacted] is very strict about those eligibility dates.
[redacted], President
Rocky Mountain Shutters & Shades
Initial Consumer Rebuttal /* (3000, 6, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from [redacted] is full of half truths and many innuendos. Never in my dealings with [redacted], the sales person, or [redacted] did I state that gaps in the [redacted] shades were acceptable. I did state that I'd had these shades previously and they fit perfectly no gaps. Since the first shade didn't fit I saw no benefit to hanging the others. I did allow [redacted] to install after I was told I had no choice by [redacted]. He wouldn't even talk to me or look at them if I didn't. As to hovering over the installer, I would say that's quite a stretch. He was talking to me the whole time and was doing his best to adjust the blinds. When my husband took that one down it had 5 shims in it! I think that speaks volumes.
I resent the personal attack [redacted] feels is necessary to attempt to respond to unsatisfactory work. I paid up front a large amount of money for window coverings that didn't fit. I expected a custom fitted product, which I did not receive. Any business that expects full payment before work begins should be held accountable. I believe I should receive full credit for this unsatisfactory order. [redacted] states he's not allowed to refund money's and yet this is his company that he owns as he told me. Good businesses need to own up to their mistakes. No one is perfect.
Final Consumer Response /* (4200, 10, 2015/08/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While replacing the ill fitting blinds sounds reasonable, in this instance it is not a viable option. I have no confidence that any new product I would select might fit the windows properly since [redacted] proclaims the ill fitting blinds I was sent are just fine. I ordered and paid in full for quality fitting merchandise.
[redacted] has prevaricated on the measuring and installing descriptions as well as impugning my word. I find this extremely unprofessional behavior in a business and the owner. As I stated in my original filing, I believe I am entitled
to a full credit.
Final Business Response /* (4000, 14, 2015/10/04) */
Nothing in my response was false or misleading.
The three shades that [redacted] allowed us to install were measured and installed in accordance with industry standards and the manufacturer's instructions.
I offered to bring a [redacted] Sales Manager out to examine the measuring and installation and [redacted] did not respond.
I offered to exchange the product for different product and [redacted] did not respond. The time has now expired on this offer.
I offered to install the remaining shade that she refused to allow us to install and [redacted] did not respond.
[redacted] protested her credit card charge with [redacted] and [redacted] found in our favor and reversed our charge back within 24 hours of receiving my response. [redacted] almost always finds in favor of the card holder but they held for us in this case. That should speak volumes.
I am not sure what more I can say or do?
[redacted], President

Complaint: [redacted]
I am rejecting this response because:DEAR Revdex.com - PLEASE READ this complaint in it's entirety and see that the complaint is valid and not a grudge.  - AND Revdex.com PLEASE see what was said by RMS owner [redacted] towards the bottom of this outline.  (Conflicts with [redacted] so-called commitment to customer service.) - RMS and Mr. [redacted] response is inaccurate and false.  And we're happy to supply emails to support everything mentioned below.   - We purchased shutters with RMS because they could get the products faster than competing bids - as our house was nearing a large remodel project completion.  (RMS shutter price was higher than other quotes - but install timeline faster and desired for our large remodel project where we have TILE-to-CEILING backsplash that butts to NEEDED window shutter.)- Original shutters that were installed by RMS (November - 2016) were NOT what we're expecting to say the least.  - RMS installed shutters had an UNreasonable rail height - with operable shutters space very small to actual window size.  (32% of our window space became fixed plastic panel/rail at top and bottom of window - and looked like portholes in the shutter.) - We immediately noticed a problem the day the shutters were installed and contacted RMS the following day of installation.  (Our beautiful NEW windows that we had JUST added in our remodel we're NOW predominantly blocked by fixed portion of shutters rails/panels.)(The windows AND shutters looked terrible from the outside of the house as well.  A large window pane - with only a small area/percentage of operable shutter size.)  - Our RMS shutters looked NOTHING like RMS website shutter pictures.- [redacted] explains that our shutter WERE maximum specification for rail height by [redacted].  (Meaning our shutters had the tallest ALLOWED rail per [redacted] specs.)- I asked Mr. [redacted] why his sales representative had not explained this to us, or showed us, or mention to us - the actual shutter rail size at time of our consult and/or BEFORE our shutter order.  [redacted] had NO answer other than - WE (RMS) do not typically provide rails sizes.  - RMS has ZERO documentation on product description and specifics provided to us/the customer - - because we never received any information on shutters rail size or specifics. - Our new shutter company ([redacted]) provided sketches of every window - and every shutter that we ordered - before we ordered shutters.- [redacted] solution was to charge us more money - and reorder OTHER Palm Beach shutters - under his great customer service program.  As if the miscommunication was our fault, rather than lack of sales rep communication and order/process verification with consumer.- We were reluctant to pay RMS any more money, but did RMS IN FULL another several hundred  dollars.  (We were in a pinch and needed to keep our shutters on target with our project completion and backsplash tile - as RMS committed to a quick turnaround on our RE-ORDER with their service program that was mentioned by RMS sales representative.)- NOT TRUE on becoming vocal about waiting for the RE-order shutters.  RMS told us 3 to 4 weeks on reorder - nothing more and nothing less.  RMS never contacted us.  We had to contact them 5 weeks later. - We waited an entire 5 weeks (without any contact by RMS) and while our construction remodel project was wrapping up  - but our counter-to-ceiling backsplash completely  ON HOLD until NEW shutters arrived.  - We had to contact RMS on week 5 - like we were total forgotten about our 3 to 4 week lead time and turnaround commitment by RMS.  (We're happy to provide the emails.)- Once we contacted [redacted] about our order exceeding 2nd order  timeline - he said simply said - that our RE-order was MISTAKENLY never placed - and gave no apology whatsoever.- ** PLEASE READ:  [redacted] PERSONALLY told my wife (regarding 5 weeks missed on reorder) - QUOTE -" there is nothing I can do - and there is nothing YOU can do."  (Is this the superior customer service [redacted] claims he and his company provides?)- ** PLEASE READ:  [redacted] FAILS to mention in his letter the other two options were provided to him personally and that are documented in EMAIL.  OPTION 1 - we tile up to his original window shutter frame - and REDO tile once new shutter arrives.  OPTION 2 - RMS install Z frame and we tile up to that frame until new shutter arrives.- Instead [redacted] chooses OPTION 3 - a full refund.    - PLEASE READ:  RMS comes back to our house, accesses our house, and PULLS all shutters right off the wall of our house , leaving us with NO WINDOW COVERINGS and clear glass throughout our home at NIGHT.   Furthermore, RMS did NOT replace OUR original blinds (2" composite blinds that RMS removed) at original install date.  RMS just left us/the consumer (malicious) high and dry - and leaves our refund check on our kitchen counter with our workers/subcontractors working in our house.- PLEASE READ:  My wife IMMEDIATELY contacts RMS (about RMS leaving us without window coverings) and not replacing our original blinds which were removed.  [redacted] tells her - QUOTE - "You'll (meaning -[redacted]) need to make me feel comfortable that you are not going to badmouth my company on social media for me to bring you temporary paper blinds."  My wife answers NO - that she will not do that - and that RMS promised a product and did not deliver on two occasions.  And NOW  RMS left us worse off than before - and with a construction project that could not be completed in time for our family Christmas gathering.  (RMS was original install date first of November - reorder 2nd week of December.  2nd order WAS NEVER ORDERED by RMS - according to [redacted].- WE now have NEW shutters with 2" rails (like common websites show).  Thank you to the "[redacted]" who helped us out after hearing our story about working with a company who would REenter your home and remove product right off your walls.- RMS does not deserve or rate an A+ business rating - and other consumers SHOULD BEWARE of who THEY may unknowingly be dealing with.  Any person who says the things - like [redacted] has personally said - means that he/that person lacks the concept of professional customer service and the proper treatment of business customers/consumers.  - And as stated before - we all know that mistakes happen in business - BUT that - it sometimes IS NOT the mistake that defines a business - BUT how that business tries to resolve that mistake.  And that Mr. [redacted] and his business made our situation worse by his statements and lack of respect for his customers.
Sincerely,
[redacted]