Shutters Direct

Complaint: I am rejecting this response because: I was shocked with C [redacted] reply and lies He never returned my calls, that is why I called several times Someone named Angela called C [redacted] is not telling the truth He never showed me a picture and I had asked His response was he had no picture I told him I wanted the shutters on a track to slide just like the door opened He never told me they hung from the top with nothing on the bottom When his son came to install them I questioned him about that When he left and went to go outside the shutters banged into each other That was the beginning of me trying to reach C [redacted] using the # he provided me on his business cardHis son called yelling at when I reported this to you saying I through C [redacted] under a bus and a lot more I have no use for this co I am handicapped and can't take any more stress I strongly feel they should be told about there response to you because they made up a fairy tale but I do not want them calling and bothering me any more, Is it possible they could be told not to bother me again They are the ones who have to live with themselves Thank you very much for trying to helpBuyer be ware! Regards, [redacted]

I sold this customer a closed Bi-Pass shutter for a small patio slider September 3, 2013.  She had previously purchased a shutter for a larger living room slider from another shutter dealer and was extremely upset with the installation.   I was apprehensive...

selling her a shutter, but went ahead with a transaction.  She wanted to know what would be the best way to shutter the slider so I showed her a photograph of a closed Bi-Pass shutter. The photograph is taken at an angle so people can plainly see the track, and how the panels relate to one another.  The photograph is necessary as most people have never seen one and it might be difficult for some to understand how it works without seeing a photograph.
Her complaint indicates that it is not on a track but on rollers. A track installation requires rollers to allow the panels to slide and are behind a decorative valance.  I returned her initial call and was told that the panels bumped one another at the bottom. I explained that bumping should not occur as one panel has a guide on the back to prevent that from happening. She said they were bumping so I had our office manager schedule a service call.   This complaint was legitimate.  The service installer said there was not a guide on back and that the original installer told him it was not in the box and he forgot. The service installer installed a guide on the back of a panel.
After the service call she started calling and complaining that the shutter was not on a track and that there was no bottom track.  Our office manager repeatedly explained to her that we don't install bottom tracks on sliders and that our sliders have guides which is by far most common.  There was never any mention of a bottom track at the time of the sale.  
She called customer service on many occasions and was at times very argumentative. She started demanding to speak with me as I had instructed customer service to call her back as necessary and address any real issues.  I told her I would not be personally calling back again and that was why we have customer service.
 
I'm pasting an email our office manager just sent me when I emailed her about the complaint:   (As instructed I have erased names).

Apr 7 (2 days ago)










to me




 
 
 
 
There are so many conversations I have had with her but it is regarding the same issues. What she was expecting is not something we can do with these products. I have returned all of her calls personally and her consistent issue is that they "bang" together, for which we made another trip out to install a guide. The second issue is that she was under the impression that she was going to be getting these shutters on a bottom guide.
 Thank you,
Office Manager
I regret that she is unhappy and now complaining that you can see light when the shutter is closed.  I think much of the problem is just not understanding what a track is. A light issue should be apparent as she has double hung shutters in her living room with lots of visible light.  A shutter is not a Black-Out window treatment and I would not sell it as one.
We believe we installed a beautiful Bi-Pass shutter the same as hundreds we have installed over the years. There is not a thing wrong with that shutter. Frankly, we're just not used to someone calling 20-30 times and telling us how a shutter should be made. This is our first complaint with Revdex.com.
[redacted]

Complaint: 9998056
I am rejecting this response because: I was shocked with C[redacted] reply and lies.  He never returned my calls, that is why I called several times.  Someone named Angela called.  C[redacted] is not telling the truth.  He never showed me a picture and I had asked.  His response was he had no picture.  I told him I wanted the shutters on a track to slide just like the door opened.  He never told me they hung from the top with nothing on the bottom.  When his son came to install them I questioned him about that.  When he left and went to go outside the shutters banged into each other.  That was the beginning of me trying to reach C[redacted] using the # he provided me on his business card.
His son called yelling at when I reported this to you saying I through C[redacted] under a bus and a lot more.  I have no use for this co.  I am handicapped and can't take any more stress.  I strongly feel they should be told about there response to you because they made up a fairy tale but I do not want them calling and bothering me any more,  Is it possible they could be told not to bother me again.  They are the ones who have to live with themselves.
Thank you very much for trying to help. Buyer be ware!
Regards,
[redacted]

Review: I ordered shutters for a sliding glass door. I requested them to be on a track to slide just like the door. There are several issues and they did NOT come on a track but on top wheels so upon opening they bang into each other. The order was from last Sept. 2013. I have been calling the salesman(?) who originally came out to take the order and a 50% deposit. CHUCK JOHNSTON WILL NOT RETURN ANY OF MY CALLS FOR ALL THESE MONTHS.There are other issues with the shutters as well. They do not close completely, he told me he would give me touch up paint, etc. My complaint is directed at CHUCK JOHNSTON ###-###-#### who should not be in business and needs to correct his errors and RETURN DOZENS OF CALLS I HAVE MADE.Please help me with this.Thank you![redacted]Desired Settlement: repair several shutter issuesMAKE SURE JOHNSTON IS CALLED RE: IGNORING ALL MY CALLS AND FIX THE SHUTTERS

Business

Response:

I sold this customer a closed Bi-Pass shutter for a small patio slider September 3, 2013. She had previously purchased a shutter for a larger living room slider from another shutter dealer and was extremely upset with the installation. I was apprehensive selling her a shutter, but went ahead with a transaction. She wanted to know what would be the best way to shutter the slider so I showed her a photograph of a closed Bi-Pass shutter. The photograph is taken at an angle so people can plainly see the track, and how the panels relate to one another. The photograph is necessary as most people have never seen one and it might be difficult for some to understand how it works without seeing a photograph.