ComplaintsforSouthwest Blinds & Shutters LLC

• Initial Complaint

  08/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The shutters that were purchased and installed by Southwest blinds and shutters within the last year were improperly installed. While laying in bed with my husband, and two children, the entire shutter installation came off of the window, and fell directly onto us. Taking a look at the shutters, the shutters were only held into the wall by less than half an inch, seemingly only mounted onto the existing window frame. We reached out to the company, and have not been able to have a conversation with anyone in 3 days.

  Business response

  08/25/2022

  Hi Better Business Bureau,

   

  Once the customer notified us of the issue, our **************** team immediately took action. We've had two separate trips to her home. One to assess the issue and one to repair and secure the window shutter. We have been in constant communication with this customer from the time we were notified.
  

• Initial Complaint

  10/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered mechanical blinds from this company on February 10, 2021. These blinds have not consistently worked since the 1st installment. These blinds have been fully replaced THREE times now. When the blinds were first installed, the installer installed one backward, preventing us from charging it. He said he couldn't turn it the right way because his hands were dirty now. He also said he would have to take down the other two blinds in order to reinstall the one. Except for the improperly installed blind, they were all moving up and down at the same pace and it was fine. With every installment after that, they said the blinds were not lining up because they were defective. Ever since the first replacement, these blinds do not go up and down at the same pace AS PROMISED. Now, after calling the manufacturer, they want us to accept the fact that that's just how they work because they can't solve their own problem. This is not how they sold them to me and this is FALSE ADVERTISEMENT!

  Business response

  10/04/2021

  Dear BBB,

  Unfortunately, motorized shades are not guaranteed to operate at the same speed as other shades that are side by side or in the same room. There are many factors that come into play that determine the exact speed that a motorized shade will raise in relation to other shades in the same room. Each shade receives an individual command from a radio frequency remote. When the signal is sent, each shade receives the signal at slightly different rates than other shades in the same room. The shade motor then commands the shade to roll up and the torque of each motor is dependent on the exact battery life. Because shade batteries lose life at different rates, shade motor speed varies. This is only a few of the many factors that prevent shades from having uniform speeds across a room.
  

  We do not make any claims in our sales presentation that our shades will raise at the exact same speed as other shades in the room. We are not able to accommodate this request. We do warranty that the shades will fully raise and fully lower and stop when a stop command is pressed. If the shade motor stopped working or became defective, we would be happy to service the warranty. The shades were custom ordered and built according to the homeowners specifications.

  We do not offer refunds on custom goods as disclosed on our sales contracts.
  

  Customer response

  10/05/2021

  Regrettably, this is not how this service was sold.  I feel this business is deceptive in it's business practice.  No where in the contract does it say that these blinds will Not go up and down together.  If you won't refund any portion of my money you should at least fix the rubbing on these blinds.  Also, since my original complaint the blinds have begun to make a loud rubbing noise as they go up and down.  I have a video of the sound but when I tried to attach it the response wouldn't go through.  The message said the file was too big.  This is horrible and unacceptable and I would like for this company to fix this issue.  ************ knows that these blinds are defective and they've been unable to resolve this issue to date.  If you want to view the video please provide an alternative method for sending it.

  Business response

  10/06/2021

  We are happy to service any warranty issues. If the shades are rubbing or making excessive noise, that would be covered under our warranty program. Please email the video to ********************************************************** Once our warranty team receives the video, we will reach out to schedule a service call.

  Customer response

  10/11/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Ly ****
  
   
  

• Initial Complaint

  09/20/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for window shutters (two) for my home and paid a retainer fee (deposit) for this product on april30,2021 .To this date my order has not been filled and I only receive excuses about the delay.I have run out of patience and called the company asking for a refund of my deposit and cancellation of the order and the company has been unwilling to comply with my request.I think that my request has been reasonable and I feel the company should have honored it's commitment as four and a half months to complete an order is way beyond any obligation to a customer.I will deeply appreciate any assistance you can render in this situation

  Business response

  09/22/2021

  HI BBB, 

   

  We understand that there have been considerable delays in our delivery timelines. We provide disclaimers with all of our custom orders that shipping times cannot be guaranteed and timelines given are estimates only. Delays may occur to do backorders, material stockouts, shipping challenges, etc and due to Covid and it's impact on manufacturing and global shipping, these timelines are even more inconsistent. We generally estimate 3-4 months from order to install in the current climate but that time is an estimate only. This clients shutters have been manufactured for quite some time but we are waiting for them to ship from ***** and be offloaded at the ports. There is currently a global shippping crisis that is delaying containers leaving ***** and being offloaded in **********. We are willing to offer a discount to the delay, but the order cannot be cancelled. We have been updating this client, answering any questions he has, and tried to provice good customer service while he waits but we have no ability to expedite or cancel the order.

  Customer response

  09/22/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
    If the company offers a reasonable disc ount I am willing to accept their proposal.  please notify  southwest blinds and notify me  of the response

         Thank you very much for you help   sincerely   *******************************.

   

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩