Shuttersandco.com

[redacted] and [redacted] purchased window coverings from our company back in July 2013.
The initial install was 7/23/2013.
Mr. [redacted] called on 7/29/2013 for a service request - he wanted us to look at a blind and the arch for possible warranty items. On 8/1/2013, we inspected his blind and arch and we ordered replacements.
On 8/12/2013 we called Mr. [redacted] and scheduled a replacement install time.
On 8/26/2013 we installed the replacement blind to Mr. [redacted]'s satisfaction. He rejected the 2nd arch as unacceptable.
On 9/20/2013, we inspected 3rd arch before scheduling another service call. We called Mr. [redacted] and notified him that the third Arch was also damaged in shipment. Mr. [redacted] requested that we try one more time.
On 10/22/2013, the 4th Arch was received and inspected, again with shipment/manufacturing issues. We decided to attempt to refinish in-house. Customer was NOT called and informed of product status.
On 11/15/2013, in-house repair was completed, again the customer as NOT informed.
On 12/10/2013, a fourth and final service call was scheduled.
On 12/13/2013, Mr. [redacted] rejected the fourth and final remake on the Arch.
On 12/13/2013, a refund was approved by [redacted] for the blind/arch.
On 12/14/2013, Mr. [redacted] and Mrs. [redacted] processed their refund at [redacted].
I would like to disagree with Mr. [redacted]'s comment that we did not get back with him in 17 weeks (it was actually 11 weeks), but I cannot. We had some staff turnover in the [redacted] Division and unfortunately this repair/replacement just slipped through the cracks. As of today, they have received a refund for the defective Arch/Blind.
Please let me know if you need any additional information.
Thank you -


CEO/President
B&B Blinds and Builder Services, LLC
B&B Window Coverings, LLC
Shutters and Co, LLC
Arizona Sun & Solar, LLC
[redacted] [redacted]
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On Nov 10th, 2014 the customer placed an order for shuttersA refund was submitted by [redacted] to the customer on 12/2/2014 to store # [redacted]At the beginning of this year a strike occurred on the docks of Long Beach, California between the longshore men and the union that causing all order coming...

in from Asia to back up the port for months(Confirmation of the port back up can be provided if requested). We do have contracts with our members but there is also a clause right below the completion dated which states as follows:The work should be substantially completed by the approximate date above unless the work has been delayed due to circumstances beyond the control of [redacted] and Installer (B&B Blinds). The contract is read over by the customer and the sales person and signed by both at the end. The customers contract was dated 1/22/2015 as a completion  and the day we received the confirmation of the delay at the port I placed a call to [redacted] and I let her know that the manufacture had product delays because of the strike and that they had given us a new estimated ship date of 2/6/2015 and that I would give her a call as soon as the product arrived in our warehouse. When the product arrived on 2/9/2015 our warehouse and one of the shutter boxes came in damaged by the trucking company (Pictures of the damaged box can be provided if requested). At that time we called the manufacture and had them re-make and ship a new shutter. That same day a call was placed to [redacted] she we scheduled her install for 2/18/2015 minus the one shutter that had come in damaged by shipping. On 3/19/2015 we received the replacement shutter and a call was placed to the customer so we could schedule an install unsuccessful a message was left. [redacted] called back on 3/20 and agreed to 4/2/2015 to install because that would be the only day he would be available for us to install the last shutter and also put in a staple that was missing on one of her bay window shutters. The job was completed and the purchase order was signed off. [redacted]Operations ManagerB & B Blinds and Builder Services, LLC###-###-#######-###-####-FAX

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.Regards,

Review: On June 22, 2013 we ordered blinds through [redacted]'s Special Order Program. The original company that we dealt with was dropped as a [redacted] contractor. We then informed that we would be dealing with B & B Blinds and Builders Services.On July 23 B & B installed the blinds we contracted for and after close inspection we discovered some of the Blinds were defective. B & B came out and fixed the problems they could do and re-ordered new blinds for the defective blinds. The replacements were installed on August 6th, but again one set of blinds were defective. A new installation date was set for August 26th with the understanding that B & B would 100% inspect the blinds before they came to install the blinds. We received a call from B & B on August 15th informing us that these blinds were defective and they would re-order replacement. It is now 17 weeks later and we have heard nothing form B & B BlindsDesired Settlement: We would like correct replacement blinds or a refund.

Business

Response:

[redacted] and [redacted] purchased window coverings from our company back in July 2013.

Review: I ordered shutters on 11-10-14 for my entire house and this included instalation for a price of $6938.03. The contract we signed stated we had 3 days to make any changes to order before it was finalized, we made a change and notified B an B blinds before the window closed. We then met with their sales person on 11/17/14 and modified the order to the new amount of $5663.47. On 11/12/2014 we were charged $6937.94 even though we had contacted them within the 3 days to change our order. We called the company multiple times to resolve the issue, we were met with un awnsered phone calls and no returned messages. On 12/05/14 we finally were credited the amount of $1211 to make up the over charge we recieved. Getting my money was like pulling teeth and we were told we " Fell between the cracks". Our contract stated that the work was to be completed by 1/22/15. We called multiple times and when we could get ahold of someone (which was rare) nobody seemed to know anything at all about when my shutters were to be installed. 02/18/15 they finally came and installed my shutters. One was broken and they could not install it in master bed room and one they installed is missing a piece and in not operational. We called 02/20/15 to let the company know about the broken piece of one shutter and to ask about the missing shutter, were we told the person who manages this account went home sick and never heard from them again. To this day I do not have my job that I paid $5663.74 for complete and the time period it took is completely unacceptable.Desired Settlement: I feel like I have been taking advantage of and at minimun the shutter they broke and I have not had in my house at should be paid for by the company, not by me. Yes this would mean a very small refund for a single shutter for this nightmare.

Business

Response:

On Nov 10th, 2014 the customer placed an order for shuttersA refund was submitted by [redacted] to the customer on 12/2/2014 to store # [redacted]At the beginning of this year a strike occurred on the docks of Long Beach, California between the longshore men and the union that causing all order coming in from Asia to back up the port for months(Confirmation of the port back up can be provided if requested). We do have contracts with our members but there is also a clause right below the completion dated which states as follows:The work should be substantially completed by the approximate date above unless the work has been delayed due to circumstances beyond the control of [redacted] and Installer (B&B Blinds). The contract is read over by the customer and the sales person and signed by both at the end. The customers contract was dated 1/22/2015 as a completion and the day we received the confirmation of the delay at the port I placed a call to [redacted] and I let her know that the manufacture had product delays because of the strike and that they had given us a new estimated ship date of 2/6/2015 and that I would give her a call as soon as the product arrived in our warehouse. When the product arrived on 2/9/2015 our warehouse and one of the shutter boxes came in damaged by the trucking company (Pictures of the damaged box can be provided if requested). At that time we called the manufacture and had them re-make and ship a new shutter. That same day a call was placed to [redacted] she we scheduled her install for 2/18/2015 minus the one shutter that had come in damaged by shipping. On 3/19/2015 we received the replacement shutter and a call was placed to the customer so we could schedule an install unsuccessful a message was left. [redacted] called back on 3/20 and agreed to 4/2/2015 to install because that would be the only day he would be available for us to install the last shutter and also put in a staple that was missing on one of her bay window shutters. The job was completed and the purchase order was signed off. [redacted]Operations ManagerB & B Blinds and Builder Services, LLC###-###-#######-###-####-FAX

Consumer

Response:

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.

Regards,