Superior Blinds

I was referred by a project mgr from [redacted] homes, so I thought this company would be good. I called [redacted] for a free estimate for window screens, he came out promptly and gave me a fair price for my windows so I told him I wanted to get a couple more estamates and call him back, he said fine. About 2 weeks later my wife called him and told him to go ahead and start building the screens. He told my wife that [redacted] would call us to get measurements for the build and it would take about 3 weeks to build. fine. So 3 weeks later not a call or email or nothing. So I called [redacted] he said [redacted] didnt call you? I said nope and asked him if he remembered about coming out and measuring the windows and he said yes, so I then asked him why would [redacted] need the measurements if you allready took them? He said oh! ok so I will call you back after I call [redacted] and find out the est time of completion. ok I said. One week later I called him and sent him an email stating that they need to install the screens a.s.a.p and give me a discount. The next day his secty called and said they would be out july 4th to install the screens. ok I said. the next morning [redacted] texted me and told me something was wrong with his truck and wouldnt be able to install untill monday. So I texed him back and said don't bother. Monday came and [redacted] showed up to install and I told him to take some money off the price for all the trouble and he did and they are on..

Review: I purchased nearly $5,000 in shutters from Superior Blinds in August 2012. After they were installed a couple of months later, they immediately began to break. I contacted the company who assured me at first that I was the only customer who had ever had this problem, and so long as I owned my home the shutters were under warranty and if they broke the company would fix them for free. This went on for several months- the shutters break merely by touching them. The company was notified and they came out to fix them. At first they just replaced the broken plastic pieces, then they began to replace the push rod on the entire shutter, but neither of these fixes stopped the plastic pieces from breaking again. After having the company come out and fix them on my own time (I had to miss work to be home), I began to ask them if the manufacturer ([redacted]) would come take a look at them and tell me why my particular shutters were defective. I was told the rep had been contacted but had not responded to my case. In the meantime, more and more shutters broke. I am afraid to touch them or to even open them which is their primary function- let alone clean them. When I finally did clean them over a year after they had been installed, 4 shutters broke. We are extremely delicate with these shutters because of their propensity to break, so it is not due to any fault of our own.

While Superior Blinds initially responded to my maintenance calls and emails, they have failed to respond to a chain of emails that began on Nov. 27, 2013. I wrote them again on Dec. 12, Dec. 17, and Jan. 2 and they still have not responded. Also, on Jan. 2, I wrote a comment on the Revdex.com website to which they responded that they were reaching out to the manufacturer, but no attempt to reach me directly has been made from that complaint, nor has it been updated. I left [redacted] a message the week of Feb. 10, and he has not responded to that as well.

Not only do I believe that Superior Blinds sold me a defective product, they have failed to uphold the warranty by fixing the blinds and they have not provided adequate customer service because they are ignoring all calls and emails at this point. I would like a sufficient resolution and I hope the Revdex.com can help.Desired Settlement: At this point, I have zero confidence that these blinds can be fixed and not break again in the future. I would like replacement of all these blinds, and I do not want the kind with plastic connecting pieces.

Business

Response:

“We have been to the customers house a couple times to do the repairs as requested and now she has the same issues with shutters on other windows, so at this time we have asked [redacted] to get involved to resolve the issues she has with her shutters, and we, Superior Blinds LLC as well as [redacted] will stand behind the warranty issues and get this resolved as soon as possible. The [redacted] Representative and myself will be going to the customers home on April 18, 2014 around 10:30am to examine the issues with the customers shutters.”

Thanks

Review: On 3/12/15 I ordered shutters which were installed on 5/1/15 at a total cost of $1042.72. In December of 2015, I tried to open one of the shutters and it was stuck. Upon getting it open it appeared that paint had not dried when installed and therefore broke apart in several areas. I called the company and on 12/21 an employee came out and said Warren needed to come out for repair. I never received a call so called again and was told to call Oscar at [redacted] I have called him on 1/4, 1/7, 1/11, 1/12, 1/13, and 1/14. I left messages on 4 calls, spoke to Oscar twice and he told me that he would get someone out here to repair the b blinds and I would receive a call the next day, no call! Another time he said he was going to the plant that day and someone would call me, again, no call.

I am really getting the run around from this company and ask for your help in resolving this issue.

Thank you.Desired Settlement: I want them to come out and repair the shutter to look like new or to replace the side and frame that are broken.

Business

Response:

The manufacturer will be contacting this customer today to take care of this issue.

December 8th 2014-1st payment

January 22- Came to install, measurements not even close to product

February 14th- Promised install 9am-11am, get a call at noon that they are being painted and he is not sure if they are open on Monday/Presidents Day?

[redacted]- Have called 10-15x and he knows nothing, promises to get an answer and call back, never calls and wont answer the phone again that day.

Almost 2 months, already paid $750 and nothing to show for it!!!

I received a flier in the mail from Superior Blinds, LLC. We scheduled an appointment, and set up a time for [redacted] to come out and measure our windows. 10 minutes after the appointment time, I called to inquire on his status. [redacted] (sp?) answered the phone (without stating the business name) and told me that he was on his way 20 minutes ago.

I call back 5 minutes later after [redacted] still has not arrived. [redacted] tells me that I had canceled my appointment previously and hangs up before I can respond.

Not sure about the quality of their product, since they were a no-show. I would definitely NOT recommend their customer service.

Review: I contracted with [redacted] dba superior blinds in 2008 to create custom shades and to install UV blocking tint on windows throughout my new home. They have a lifetime warranty. Over the years I've had warranty issues that have been resolved, although it usually took many phone calls to receive a response and unusually long periods of time for the work to be completed. In late March and early April I started contacting Superior Blinds about automatic shades not working. Repairman came out and we installed new batteries and he made some adjustments on the power head and all but one started to work fine. I was told that one that didn't work had a bad clip and he would order the clip and once it came in come back out to complete the repair. A few weeks went by, I called and was told they had the clip and we set up an appt. He came and the clip did not correct the problem. He said we will have to order a new motor and he would need to take the shade. I said please provide a temporary shade. He agreed, more than a week later imagine my surprise when a blind company brings me accordion paper shades with plastic clips from like [redacted], instead of a real blind that may have been manually operated but at least a real blind on the front of my home in paradise valley. The window is not an unusual size. I complained and was told that is their definition of a temporary shade, they did not promise me anything else. In the meantime [redacted] never is returning my phone calls. Once they took the shade I had no communication from them, I finally called on 6/10 asked the office manager [redacted] why this taking so long and why haven't they contacted me. She stated she was told specifically by [redacted] to not contact me until they could find a replacement motor for the shade, as that shade and motor is no longer being made. She said she was waiting to hear back from some companies. I said well it's been months, so unless you only recently contacted them, then I would say you need to consider replacing that shade and the one one next to it, since it would need to match. Its a corner window. She stated [redacted] was out if town and told her she could not make ant executive decisions in his absence and nothing should be done with me specifically. I told her as the customer who is without a window covering I'm willing to contact the companies she claims are not responding to her regarding the discontinued motor. I asked her for the company names and contact information, and she again saud Iscar told her to not provide me with any information. I said, how could he know I was young to call? She said, she told him she figured I was going to be calling soon, since it had been a very long time already. I said, his big mistake, is to allow the customer to contact him first regarding lack of communication. It would always be better to be proactive vs reactive. I told her I didn't believe she was waiting for anyone to contact her since she was unwilling to give me their info. I also asked how long do they expect me to wait while they do everything in their power to not just give me new shades and be done with it. I explained my 85 year old parents would be visiting for a month and that is their room and because the room darkening shade is not there, the room holds the heat no matter how cool the ac is set to. I asked when [redacted] would be returning, she said she didn't know he was at a convention or something like that. I said have him call me. She said she wouldn't be able to get that message to him. I told her I found that incredulous since in this same phone call she's tellung me she can't make any decisions, executive or otherwise. At this point she hung up on me. I then sent a very long text message to [redacted] on his mobile ###-###-#### at 12:58pm on 6/10 detailing everything I have stated above. To this date neither [redacted], nor anyone else in the company has contacted me regarding this issue. I felt my only recourse was to contact the Revdex.com and file a complaintDesired Settlement: The Revdex.com contact the company owner to suggest they get this issue resolved by replacing the defective shade and the shade on the adjacent corner window, because they have to match. I should not have to wait months because they want to find someone to sell them a refurbished motor. When does the search stop? One month, two, four, six. There has to be an end to this and sometimes you have to spend a little money to correct the situation. I've had problems with this particular shade before.

Business

Response:

[redacted] purchased the honeycomb blind in question on December 6, 2007 and the manufacturer warranty is for 5 years on the motor in the blind. We have been out to her house even after the 5 year warranty had expired , at no cost to the customer, and the last time we went to her home on April 15, 2015 we brought the shade back to see if we could repair it at our store site. We discovered that the shades motor had gone bad completely and needed to be replaced. At this time I called Alta, the manufacturer of the shade, to inquire about getting a new motor for the shade. I was informed by [redacted] that they no longer carry that type of motor and the new motors do not work for the old style shades. At that time I asked for a price to replace the shade and if they still carried the same fabric in stock. [redacted] did inform me that they did in fact still carry the fabric and the cost would be $627.00 At this time I spoke to [redacted] myself and explained the situation with her shade, that the motor was no longer available, however the fabric was still available from [redacted] and we could have them remake the shade at the cost of $627.00. [redacted] was not satisfied with having to pay for a new shade and insisted that Superior Blinds pay for it. The shade has been out of warranty for almost 3 years, we have done everything possible to repair the shade with no out of pocket cost to the customer, unfortunately the only option would be to purchase a new shade. We are willing to only charge the customer the cost of the shade and no installation fee to resolve her issue on her shade. If you have any further questions please contact us at ###-###-####. ThanksSuperior Blinds LLC

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.Please review the text messages below and then review the latest response you received from the business owner. His reply and dates he mentions are total lies,Megan you look at his response and dates to my text messages. He mentions supposedly telling me in April the part was no longer available, etc. why then would I send him a text in June in response to his office manager telling me they were waiting to hear from some companies as to whether or not they had refurbished motors? He has crafted a response to make it appear he has responded in a timely manner. Oscar a Lobo has not personally spoken to me, nor left me a verbal message if any kind in well over 2 years. Whenever I have left him a message he never responds and I'd wind up calling the office and Debbie would say, he's busy and you need to call me ( her).My home phone logs all calls and forwards to my cell phone I can produce phone records many years back to dhow my calls to him and any calls from his numbers, which are few and far in between. Please reopen this complaint. My problems have not been addressed by the business owner. Thank you.To date he has not called me to resolve this. My last text response to him was not answered by him. Instead he sent you the response you forwarded to me.He has not made any attempt to speak to me to resolve this. If he had replaced it a long time ago instead of basically putting band aides on it we wouldn't be here today. Please acknowledge receipt of this message. Thank you. Regards,

Business

Response:

We have read and reviewed our customers response for the warranty work on her motorized blind. There might be some discrepancies of when the customer says she was contacted. Regardless of the exact date of contact, her shades are still out of warranty. They have been out of warranty for almost 3 years. If the shades had been out of warranty for less than two to three months, I would have been able to convince the manufacturer to cover the shades under warranty. Per your request I have reviewed our initial response to you and our customer. In an effort to resolve his issue, I contacted several sources on the East coast, that could possibly still carry a motor for the shade. I was able to locate a new motor for the shade. I’m willing to pay for the cost of the motor and the labor to have the motor replaced. The total cost for the new motor and labor is $287. As soon as the new motor comes in, I will have the motor replaced and contact our customer to have the shade reinstalled. Unfortunately due to the fact that the shade are now almost three years out of warranty, we will not be able to do any other warranty work without charging the customer. I hope that us taking care of these new cost to repair the shade will satisfy our customer. If you have any additional questions please feel free to let us know. Thank you.Oscar L[redacted]Superior Blinds LLC

I worked with [redacted] to have wood blinds put in my brand new house back in January of 2013. From the moment I got the blinds I hated them. The lack of quality was surprising considering that they were HungerDouglas and the amount I paid for them was not cheap. The blinds in the entire house have had to be replaced 3 times because when they came, the wood slates were warped so badly that they just looked horrible and this happened each time they sent new blinds. It's now June of 2013 and they have yet to get them right. This last time they came they had to replace slats that were warped from the last replacement and needless to say there were so many of them that needed to be replaced, they had to order more and yet again, I'll have to adjust my schedule to have them come back for a fifth time. I would never recommend or use this company again. They've tried hard to correct the issues but have fallen short each and every time. To make matters worse, I ordered bamboo blinds (also HunterDouglas) for my french doors and though the colors are great, the construction of the blinds are cheap with actual plastic parts where wood should be. And when one of them was constructed, it was not completely straight so it looks crooked. [redacted] told me that is just the way they are and pretty much refused to do anything about it. Complete thumbs down for this Company. If there was a way at this point that I could tell them to just come and take the blinds and give me a complete refund, I would but I don't believe they would do that.

We ordered our window coverings and found the price and service excellent. We have referred Superior Blinds to several people who have all been happy with the quality of service, selection and prices.

Review: I purchased blinds from this company and paid the full balance while still awaiting several blinds to be replaced and one was missing yet unpaid. After a month they returned and I was told they would repair not replace these blinds. Also my one door blind was still not ordered. After an additional several weeks they cane to install the final blind but I still had one blind that had not been repaired and was told they were still waiting for a replacement as it could not be repaired. I was told I would not be charged for the final blind until the replacement was installed I have not heard from the company or received the final blind yet they charged an unauthorized amount of $115.98 on May 8, 2014Desired Settlement: I want a refund for unauthorized charge of $115.98

Business

Response:

We have resolved these issues with the customer and a refund of $53 plus tax was refunded to her credit card on June 5th, 2014. I called the customer and let her know this and she was fine with that.

Consumer

Response:

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,