Spencer, Eugene Jr., D.D.S.

This job is complete and the customer signed off on the installation report The customer was given a 25% discount plus another $ The issues were not workmanship issues on our part, even though I'm sure he'll throw something in there about that too, even though we install hundreds upon hundreds of houses full of shutters a year quite successfully As previously explained, we don't own the manufacturing of this shutter, it's made overseas and we have no control over the "slow boats from ***." *** *** chose to buy a cheap import over our own high quality US built shutter to save a few bucks At that point, we are at the mercy of the company shipping timely, and shipping the correct product. Secondly, *** *** spoke numerously with *** *** prior to speaking to myself *** *** is an owner in the company She manages customer issues It seems *** *** knows everything. I will not be offering *** *** any further discounts or refunds That's really the basis of thisHe's trying to bully me into giving him money back and I'm not willing to do that While it took an extraordinary amount of time to get the job completed, once we ordered the shutters, and then had to reorder of them and the company sent the wrong color, and then had to do it againwe were all over the manufacturer to get them here but until *** *** has experienced first hand dealing with *** companies, he shouldn't suggest it was our own lack of concern Our explanation of the delays, he didn't seem to want to hear, he wanted us to sprinkle pixie dust on the cargo ship or something We have probably no less than phone conversations and many, many emails in regard to the issue between my company and ***, the manufacturer. If the Revdex.com wants a copy of *** ***'s approval of the job in the form of his signed installation report, I will provide that

All but two shutters for Mr. [redacted] has been installed.  I believe 18 shutters have been installed and two had to be reordered.  I am unclear if they were damaged in transit or they were the wrong size but the replacements have been ordered and will be installed as soon as they arrive,...

which should be any day.

Revdex.com: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.We are awaiting the arrival of 3 blinds damaged in shipping and that's not the major concern. The concern is we have received a product that is not what we ordered. We ordered real wood shutters that are manufactured in AZ. Instead we received Bass wood that are manufactured in CA. After the initial 5k down payment of the total 10k the customer service was non existent from the sales rep. Made promises he couldn't keep and then order is shutters that we did not want and were not what we ordered. If you read the ad from them it says real wood and manufactured in AZ. False advertising and I still do not have all my shutters. The whole experience was horribile and the sales rep will not return phone calls. we were taken advantage of by the sales rep and had other quotes. When we shared those quotes he said oh we can beat that and we use real wood they use some crappy not wood material. Come to find out so do they as we received they same material he told us was crappy and said he did this to save us money. We were led to believe we were getting real wood and that's not what was delivered. This is not how you operate a business.Regards,[redacted]

Revdex.com:
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.
[Provide details of why you are not satisfied with this resolution.]the above statement is false by AZ Blinds. The first issue I will take up is the response made that I have been in Contact with one of the owners. This is completely and utterly false. The only time in which I have spoken to an owner is when I called and repeatedly asked [redacted] (the shutters dept) to speak with the owner. On September 4 I called 2 times and finally got ahold of [redacted] because they had removed the wrong sized shutter and had not contacted me from 2 weeks before this date. When I had asked [redacted] if she was going to have the owner call me, which I had asked many times before, her response was that of shock that he hadn't called me yet. To no surprise, after that call ended, I received a phone call from the owner within 15 minutes. The only thing that came from the conversation was me venting my frustration that it has taken longer for my stter order to be complete than it took to build my home. We are going on 7 months now since point of purchase. As for the shutters being delayed to strike, that is also false. The workers went back to work at the docks 2 days after I ordered my shutters. According to the media reports, by late March there were no more delays for container ships coming into [redacted]. This was well before the 8 week time frame in which it would take the manufacturer to build the custom shutters. As I told the owner, I ordered shutters from his company with his timeline. I did not order them direct from the manufacturer. If I had, my complaint would be with them. I am not out looking for a freebie. I'm simply asking for compensation for the time and effort that I have had to put in to make sure AZ Blinds does their job. It wasn't until I filed a complaint with the Revdex.com and the [redacted] that AZ Blinds started to address the many issues. I have continually had to be the one to contact AZ Blinds to get the status and move the ball forward to complete my order. It is unimaginable to me that a company wouldn't take issue with their products taking 7 months to be completely finished. I don't know that I have ever been so frustrated to deal with a company. If the owner wishes to speak with me again, I welcome that because I'm not sure he understands that I have been more than patient and that the complaints to the Revdex.com and AZ Registrar of contractors only came after 6 months of giving his company the chance to make it right and finish the job.
Regards,
[redacted]

[redacted] has already recieved a 25% discount plus another $400 discount and now he's requesting more.  We aren't able to do that.  How, or better yet, WHY would we be "taking advantage" of [redacted] as he stated in his letter to you?  Is this about the two shutters we had...

to reorder, or is this about more discounts?  Everything has been fully explained along the way to [redacted] but apparently he felt like we were pulling his leg.  We miss-measured one window.  That is the only thing we did wrong.  As for the installers leaving dust... we've installed shutters in over 800 homes this year so far.  That's the first time anyone has ever said that.  Other than that, this issue with [redacted] has been shipping and manufacturing problems.  And we have been in contact with [redacted] many, many times.  He said he had no dialog with an owner.  Yes, he has, he has spoken to [redacted] several times and she is one of the owners.  She is the contact to the customers when needed.  I did see the 8 page letter [redacted] wrote to me, and I forwarded it to Ms. [redacted], that's what she does and she has spoken to him numerous times. I attend to the running of the financials and marketing end of the organization.  I have 25 employees or so, I can't attend to everything, it's impossible.  [redacted] opted to purchase our inexpensive line of shutters which are imported from overseas.  About 95% of the shutters we sell are US made, finished in our own shop here in [redacted].  When you order custom product that comes from overseas, there is always the chance for delays, on any product.  So I understand his frustration about the time it's taking, I'm a consumer too.  The first delay was due to the port strikes.  probably held up the order a good 5 or 6 weeks.  The re-order of two shutters were shipped (custom product from [redacted] takes about 8 weeks to get here.  Nothing I can do to move the boat faster.)  Unfortunately, the manufacturer sent the remake to another plant where the die-lots were noticeably different.  Another delay, again, unfortunately, out of our hands. Since then, as explained to [redacted], we sent our installers to his home to pick up a sample of the color of his current shutters so that the manufacturer could make sure they are redone and matched to the correct die-lot  colors.  We've been told by the manufacturer that we're about two weeks away from getting the shutters, and that has also been communicated to [redacted].  As for any of the other issues, I've talked to my installers about cleaning up after themselves.  They always do.  They also caulk the sides of the shutters between the shutter frame and the drywall.  Some companies don't do that at all.  It is industry standard practice to caulk the sides but not the top or bottom that you can't even see unless there has been poorly done drywall where significant light leak occurs.  If he insists on us caulking even where you can't see the edge, like the top and underneath the shutter, I will have my installer do so on the install coming up. These delays would have been no different had he ordered [redacted] built shutters from anywhere else at the time he did.  This is why I am considering not selling cheap imported shutters any longer.  They are nowhere near the quality of our own [redacted] shutters which we frame and finish ourselves locally.  There are too many variables that are out of our hands.  Our ratings on [redacted] which is customer surveys from our installed [redacted] shutters that customers do upon receiving their registered warranty, has us at something like, 99% completely satisfied, and 98% would recommend Arizona Blinds to their friends and neighbors.   [redacted]PresidentArizona Blinds, Shutters & Drapery[redacted]  [redacted]

For a shutter order placed on November 21st, we would have never said we could have them before Christmas.  Impossible.  In fact, being in this business for many, many years, I don't know of anyone that could have delivered shutters with that little of lead-time.  Also, the shutters that the customer received is solid basswood.  Real wood.  The most common and industry standard wood in the market for shutters is basswood and that is what Mr. [redacted] has received.  These are not [redacted], that's the top of the line shutter that we sell, but the customer asked for a price brand because he showed us or referred us to other price brand quotes he had received.  They are not made in Arizona and we have never said they were.  It's possible information is getting mixed with another quote that was made.  Just to reiterate, the shutters delivered and installed in the [redacted] residence is solid basswood, it is what was ordered and showed to the customer.  Basswood is the most industry standard REAL WOOD shutter in the marketplace.

Review: 1. I had a tooth extraction on 10/17/13. I asked receptionist in advance how much I would need to pay. She told me since my plan was very good, insurance company would pay 100%. All I need to pay is just $50 deductible. 2. They used deep sedation/general anesthesia during my tooth extraction, but they did not inform me that they would use this kind of anesthesia for which insurance company would not have covered. 3. Several months later, they asked me to pay $150 for the anesthesia fee because insurance company refused to pay for that. (Insurance company asked dental office to document the health condition and explain why that requires that kind of anesthesia.4. In May, insurance company ([redacted]) representative told me that it is not my responsibility to pay.Desired Settlement: If this has already been filed to the collection company, I would like for this to be withdrawn.

Business

Response:

This response is regarding a complaint submitted on 08/21/2014. The ID# is [redacted]. The patient received Oral Surgery services on 10/17/2013 which required deep sedation general anesthesia. She signed for and consented to this procedure. General Anesthesia is used by the Oral Surgeon to remove teeth that are non-restorable with gross decay below the gingiva into the bone (symptom clearly stated on the insurance form submitted to the insurance company). the insurance company has refused to pay any amount for the anesthesia, and therefor the patient is responsible for the fee. The fee is normally $280.00 but has been discounted to $150.00 for the patient. The patient has not been sent to collections but we must get resolution posthaste to avoid further action. Please contact the office if I can be of further assistance.

Business

Response:

In the spirit of patient satisfaction the office has decided to write off the anesthesia charge. It should be noted that office followed all dental protocol and that the patient is ultimately responsible for all dental charges as stated in our financial agreement. The insurance is billed as a courtesy to the patient, but it does not remove the patient's responsibility to take care of all remaining balances. The patient has not been sent to collections and will not be refered to a third party collection agency in the future. It is clear through the current and previous correspondence that the patient did not have a clear understanding of her responsibility. On future visits to the office we will make sure that she has a crystal clear understanding of all finances. Have a great day and thanks for your help regarding this matter.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.