Signature Shutters

Hello, my name is Page M***, Office Manager of Signature ShuttersI received your email regarding the complaint and immediately contacted Mrs [redacted] The previous office manager had not left any documentation that Mrs[redacted] 's order had not been completedI did speak to her personally in October when I was covering for the lady in charge of California customers at that time, RebeccaI have since taken over managing the officeI spoke to Mrs [redacted] a couple of weeks agoWe were trying to plan a trip out to her the weekend of 12/03-12/that we had to postpone until 12/10-12/I contacted Mrs[redacted] personally on Saturday 12/and told her we would for sure be out 12/and 12/1, and that I would contact her by Wednesday 12/to set up the exact time for the appointmentI contacted her today, Wednesday 12/and we scheduled her appointment window for Sunday, 12/12-1pmWe will be bringing out two remade shutters, one remade due to originally having inaccurate measurements, and the other due to the first make having been damaged in transitWe sincerely apologized for the delay in her completion, and we continue to strive for 100% satisfaction from everyone of our customersMrs [redacted] s order will be completed on Sunday 12/Thank you for your time.Sincerely,Page M***Signature Shutters Office Manager###-###-#######-###-####

Please see attached our response to the business' comments as well as all communications we've had with the business to show the business is not being honest with their recount of the situationWe want no dealings with this business anymoreWe canceled our order on 12/04/and requested a refund that is yet to arrive and no one from the business has even communicated with us about itWe don't want them to install anything else in our home at allWhat we would like is a refund of the money we paid ($dollars) and they can come get their shutters whenever they want, as we've stated to them many timesAnything else we are entitled to considering the circumstances would be greatly appreciated as wellNever for a moment did we think placing an order for some shutters would create the additional work and stress this has caused us [redacted]

Mrs [redacted] originally ordered his shutters on September 16thTheir install was scheduled for, and completed on October 19thAfter installation Mr [redacted] called the office stating he had wanted divider rails on nine of the shutters in his homeThough this was not included in the original invoice we agreed to add divider rails to the shuttersMr [redacted] agreed with having them added in his home rather than have us uninstall the shutters to bring back, and have the work done in our shopOn November 3, I sent our lead repair person, Manny R***, to complete adding divider rails to those shuttersHe completed the work that dayThree weeks later Mr [redacted] called to say that he was not happy with the way the divider rails lookedAfter speaking with production and Mr [redacted] we all agreed to bring the shutters back to the shop to be sanded down, and repaintedOn December 3rd the shutters were uninstalled and brought back to have the work doneMr [redacted] stated that Thursdays work best for his scheduleThe shutters were not ready for the first Thursday after we brought the shutters back to the shop so we scheduled to have them brought back on Thursday, December 15thDue to an error when loading them onto the truck, one of the nine shutters was not brought outThe week before Christmas is extremely busy, but we assured Mr [redacted] that he would get his shutter before ChristmasWe scheduled him for December 22thOn December 22th his shutter was installed, and the other small work he requested was also completed (sanding down and painting the bottoms of tilt rods)Everything that Mr [redacted] ordered has been installed, and all of the service work that was asked for has also been completedWe, of course, want Mr [redacted] and all of our customers to be happy, and satisfied with the product they order, and service they receiveIf anything else is needed we are more than happy to schedule another appointment with Mr [redacted]

The invoice does not reflect the addition of dividers but were called in weeks by phone for addition and we were assured that it will happen Well it did not happen and that caused a lot of rippling effect as far as getting it done First of all the person that agreed and accepted our add on request did not do her job and ensured the dividers were added I agreed to get it done at home but the paint job did not match the rest since it was a retouch by brush and not sprayed When they pick it up to bring it back it was not actuallly sprayed but we accepted it since it was very frustrating to get a response from them They went through a series of staff changes since no one in the office knows what is going on They never called to update me , I have to chase people on the phone just to get a response It seem that they are not sufficiently or properly staffed or not communicating with each other Up to now the job is not completed, when came in on the 22nd to install the missing shutter, it was missing the covers blank plate on the other shutters to cover light coming through between the wall and the shutter The lead said it will be done after the holidays, again no one called and I had to call today to inquire about it It would seem that they get it done but we have to go through a lot of frustrations to get things moving It should not be that way, I am sure if one of them go through the same , they will get upset and feel that you are at their mercy I expect for a business to call you and update you instead of the customer having to chase people around to find out what is going on....that is total incompetence, unprofessional, irresponsible....in the way they deal with us

We apologize for the delay in getting Mr [redacted] order completedThere was a delay in communication between past ad present employees and Mr [redacted] Our installation and repair manager, Adan, has discussed the issues that need to be addressed, and we , have scheduled an appointment for Thursday, January 26, with a 2pm-4pm windowOur top repair person, Emerson, will be the person sent out to complete everythingWe want all of our customers to be happy and satisfied, and we will make sure that Mr [redacted] is exactly that once his shutters are completedThank you

After reading the customers response it is obvious they are not interested in completing their order with usMr*** would now like a full refund of the money deposited, and we will gladly honor that requestI would like to request our conversations been completed by email so that we both may have a saved account of when we will be scheduling to pick up the shutters now currently installedAt the time the shutters are uninstalled the installers will have a cashier's check for Mr*** in the amount of $We are planning out a trip to California the first week of February, so this matter will be resolved by mid February.Thank you,

Good morning,I am emailing a second response in regards to Complaint #On Saturday, January 14, our Service Manager, Manuel R***, went out to Mr***s to complete the build out on the tops and bottoms of the windows that he had asked forMrR*** stated that everything has been completedOur installation and repair scheduling manager has left a message with Mr*** to be assured that there is nothing else he needs from us at this timewe have not yet received a return callIf there is any other service that Mr*** is wanting addressed we will absolutely send someone back out at the soonest available date and time availableMr*** also has a warranty, and knows he can call us at any time in the future if needed as well.Thank you,Page M***Signature ShuttersDirector of Office OperationsOffice - ###-###-####Cell - ###-###-####[email protected]

Hello,Signature Shutters did make arrangements to come install the two remaining shutters on 12/On that same day I received a text message advising that they would be unable to keep the appointment and would need to reschedule for Tuesday, 12/I was frustrated with the company because once aging they were rescheduling me for the second timeThe first scheduled appointment for the replacements was 12/that was cancelled with no callThen the second appointment was for 12/and that was cancelled as wellWhen I was told that they would be coming out on 12/I asked Paige for a refund of the two remaining shutters since they had been paid for since August 29thTo which she agreed that the remaining shutters would be installed for free and there would be a refund of $Once the installer showed up one of the shutters was damaged but knowing that this was going to be a hassleI agreed to allow him to install itThe 2nd window was once again measured incorrectly and could not be installedThis will be the 3rd time they themselves have measure the window incorrectlyI asked the installer if he was given the refund promised and he said no one told him anything about a refundI tried to contact Paige on Tuesday, 12/left a message with Kate and no call has been returned to see when the refund will be sent or when the last shutter will be installedAt this point I no longer want them to install the remaining window and would just like to receive my refund and be done with this headacheClearly they don't value their customer or their businessIn their reply they say 100% customer satisfaction but clearly that is not what they strive forI Never want to deal with this company again. Thank you,Ms*** ***

Mrs***'resides in CaliforniaOur factory, office, and installers are all in Phoenix, AZWe make trips to California every couple of weeks so she was scheduled for our next trip out. Mrs*** was scheduled for Sunday, 12/11. She texted me on Saturday, the day before installation (when the installers were already in California), and said I could have them come install her last two shutters, but only if I give her a refund in the amount of the two shutters she is wanting installedIf I did not agree to that then she wanted a refund in fullI agreed to give her a refund for the amount of the two shutters because she had experienced delays in getting the last shutters, and because the installers already had her two remade shutters with them and were already scheduled to go out there the following dayDue to them already being in California I could not give them a refund check to give her at that appointmentOne of the two shutters did not fit, and was brought back to be cut down againI was never told by Mrs*** of any issue with the shutter that was installedIn my last conversation with Mrs*** the week before Christmas I informed her that we would be in her area again either the weekend of 1/or weekend of 1/14, and we would bring out the last shutter and her refund check thenWe would prefer to have the opportunity to install the last shutter as ordered, along with the refund promised as we want all of our customers to get exactly what they orderI will contact Mrs*** and offer this optionIf she agrees she will be installed the weekend of 1/If not then I will send out her refund check in the amount of the shutters not installed at the initial installation to her address

Hello, this reply is in response to an email we received regarding a customer complaint and we would like to inform you that we have contacted the customer and have scheduled a time for us to go to the residence to analyze the issues in question and rectify them right away, we assure that our Sales
and Office Managers will be in contact with the customer until the job is complete to the customers satisfaction thank you,

We have had numerous appointments with Mrs.[redacted] to try and find a solution for this particular issue that is suitable for Mrs.[redacted]. Our Sales Manager has met with her on different occasions to explain what can be done, and the last appointment we had was to install that shutter. We, of...

course, want to ensure that all of our customers are happy and satisfied, so I have reached out to Mrs.[redacted] to meet with our Sales Manager and lead serviceman/installer to come up with a final solution she will be happy with.

Mrs. [redacted] originally ordered his shutters on September 16th. Their install was scheduled for, and completed on October 19th. After installation Mr. [redacted] called the office stating he had wanted divider rails on nine of the shutters in his home. Though this was not included in the...

original invoice we agreed to add divider rails to the shutters. Mr. [redacted] agreed with having them added in his home rather than have us uninstall the shutters to bring back, and have the work done in our shop. On November 3, 2016 I sent our lead repair person, Manny R[redacted], to complete adding divider rails to those 9 shutters. He completed the work that day. Three weeks later Mr. [redacted] called to say that he was not happy with the way the divider rails looked. After speaking with production and Mr. [redacted] we all agreed to bring the shutters back to the shop to be sanded down, and repainted. On December 3rd the shutters were uninstalled and brought back to have the work done. Mr. [redacted] stated that Thursdays work best for his schedule. The shutters were not ready for the first Thursday after we brought the shutters back to the shop so we scheduled to have them brought back on Thursday, December 15th. Due to an error when loading them onto the truck, one of the nine shutters was not brought out. The week before Christmas is extremely busy, but we assured Mr. [redacted] that he would get his shutter before Christmas. We scheduled him for December 22th. On December 22th his shutter was installed, and the other small work he requested was also completed (sanding down and painting the bottoms of tilt rods). Everything that Mr. [redacted] ordered has been installed, and all of the service work that was asked for has also been completed. We, of course, want Mr. [redacted] and all of our customers to be happy, and satisfied with the product they order, and service they receive. If anything else is needed we are more than happy to schedule another appointment with Mr. [redacted].

Signature Shutters called me and left a message regarding fixing a problem that had already been fixed. Not regarding the problem I have a complaint about. I returned their call. The gal that left me a message was not in. The person who answered the phone told me she would give her the message and she would return my call. I have not heard back from them. That was two weeks ago.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Please see attached our response to the business' comments as well as all communications we've had with the business to show the business is not being honest with their recount of the situation. We want no dealings with this business anymore. We canceled our order on 12/04/16 and requested a refund that is yet to arrive and no one from the business has even communicated with us about it. We don't want them to install anything else in our home at all. What we would like is a refund of the money we paid ($948 dollars) and they can come get their shutters whenever they want, as we've stated to them many times. Anything else we are entitled to considering the circumstances would be greatly appreciated as well. Never for a moment did we think placing an order for some shutters would create the additional work and stress this has caused us. [redacted]

We apologize for the delay in getting Mr. [redacted] order completed. There was a delay in communication between past ad present employees and Mr. [redacted]. Our installation and repair manager, Adan, has discussed the issues that need to be addressed, and we , have scheduled an appointment for...

Thursday, January 26, 2017 with a 2pm-4pm window. Our top repair person, Emerson, will be the person sent out to complete everything. We want all of our customers to be happy and satisfied, and we will make sure that Mr. [redacted] is exactly that once his shutters are completed. Thank you.

Hello, my name is Page M[redacted], Office Manager of Signature Shutters. I received your email regarding the complaint and immediately contacted Mrs. [redacted]. The previous office manager had not left any documentation that Mrs.[redacted]'s order had not been completed. I did speak to her personally in...

October when I was covering for the lady in charge of California customers at that time, Rebecca. I have since taken over managing the office. I spoke to Mrs. [redacted] a couple of weeks ago. We were trying to plan a trip out to her the weekend of 12/03-12/04 that we had to postpone until 12/10-12/11. I contacted Mrs.[redacted] personally on Saturday 12/03 and told her we would for sure be out 12/10 and 12/1, and that I would contact her by Wednesday 12/7 to set up the exact time for the appointment. I contacted her today, Wednesday 12/7 and we scheduled her appointment window for Sunday, 12/11 12-1pm. We will be bringing out two remade shutters, one remade due to originally having inaccurate measurements, and the other due to the first make having been damaged in transit. We sincerely apologized for the delay in her completion, and we continue to strive for 100% satisfaction from everyone of our customers. Mrs. [redacted]s order will be completed on Sunday 12/11. Thank you for your time.Sincerely,Page M[redacted]Signature Shutters Office Manager###-###-#######-###-####

Mr. [redacted] ordered his shutters on 08/18 from our sales representative in California (where he resides), Scarlet Oscar. We always inform our out of state customers that our factory is located in Arizona, so our turn around time is longer than in state, and that we only do...

installations every other weekend due to the travel time and traffic. There were delays with his order, but I notified him of the delays, and when we could come back out. Though we normally only go out there every other week or so, due to the delays I scheduled two trips a week apart so Mr. [redacted] would not have to wait another week. On 11/7 the installers were unable to install 4 shutters due to them needing different cuts in order to fit properly. I told Mr. [redacted] that we would come back out with the other shutters on our next trip out. That following week I contacted Mr. [redacted] and tried to schedule for the weekend of 11/19. He was very unhappy that it would not be sooner, and told me that he had plans that weekend. The week of 11/21 I contacted Mr. [redacted] to schedule for 12/04. He said that he would not schedule, and that he was considering cancelling his order. He did not make a decision at that point, but also did not schedule. On 12/4 Mr. [redacted] called Scarlet Oscar to say he decided he wanted the installers to come that weekend. Unfortunately, the installers were already in California installing the scheduled orders. When I tried to explain that we would not be able to bring their shutters with that late of notice I was told that if we could not have them out there that weekend they did not want anything else from us. I left a message stating that if he decides he would like to schedule for us to come out to please let me know and I would make sure they were scheduled for our next trip. That was the last day there was contact to or from Mr. [redacted]. I will contact Mr. [redacted] to schedule him on our next trip, 1/14-1/15 now that I know he has decided to continue installation.

The invoice does not reflect the addition of dividers but were called in 2 weeks by phone for addition and we were assured that it will happen.  Well it did not happen and that caused a lot of rippling effect as far as getting it done.  First of all the person that agreed and accepted our add on request did not do her job and ensured the dividers were added.  I agreed to get it done at home but the paint job did not match the rest since it was a retouch by brush and not sprayed.  When they pick it up to bring it back it was not actuallly sprayed but we accepted it since it was very frustrating to get a response from them.  They went through a series of staff changes since no one in the office knows what is going on.  They never called to update me , I have to chase people on the phone just to get a response.  It seem that they are not sufficiently or properly staffed or not communicating with each other .  Up to now the job is not completed, when came in on the 22nd to install the missing shutter, it was missing the covers blank plate on the other shutters to cover light coming through between the wall and the shutter.  The lead said it will be done after the holidays, again no one called and I had to call today to inquire about it.  It would seem that they get it done but we have to go through a lot of frustrations to get things moving.  It should not be that way, I am sure if one of them go through the same , they will get upset and feel that you are at their mercy.  I expect for a business to call you and update you instead of the customer having to chase people around to find out what is going on....that is total incompetence, unprofessional, irresponsible....in the way they deal with us.....

We apologize for the delay in getting Mr. [redacted] order completed. There was a delay in communication between past ad present employees and Mr. [redacted]. Our installation and repair manager, Adan, has discussed the issues that need to be addressed, and we , have scheduled an appointment for Thursday, January 26, 2017 with a 2pm-4pm window. Our top repair person, Emerson, will be the person sent out to complete everything. We want all of our customers to be happy and satisfied, and we will make sure that Mr. [redacted] is exactly that once his shutters are completed. Thank you.