ComplaintsforSunset Shutters

• Initial Complaint

  07/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Unhinged s**** Shutters not closing completely.

  Business response

  07/12/2024

  We are aware of the outstanding repair needed for this customer and have attempted to contract with 3 different installers to do the needed repair. Two of the installers, who are private contractors, set up appointments with the customer but did not show, and we have sent the request to a third who has not yet been available. We will continue to try to find a professional who can complete the repair for this customer.  ********************** Pros is small, individually owned company that does not have full-time employees on-call to take care of repairs immediately. They must be contracted out to installers and fabricators who can do the work, which is dependent on their availability and scheduling. 

  Customer response

  07/12/2024

  Attempts to have the shutters attended to are minimal. Next month, this sale will be one year old and my complaint will no longer be listened to! I contacted this business again almost 2 weeks ago. No feedback/calls to reassure me. 
  

  Thank you BB! I appreciate your assistance.

  Business response

  07/15/2024

  Thank you for your continued assistance in helping our customer here.  ********** is correct that due to the nature and size of Window Pros, and the lack of available installers who work professionally installing customer wood ****************, that it can take longer than 2 weeks, or even 2 months, to get a repair completed.  And there have been no follow up calls with the customer since our last conversation b/c we have not had any updates for her yet.  The amount of time between when an order was placed or originally installed does not fall into the equation on when or whether a repair is completed or not.  It is based solely on the availability of personnel who can complete the job, and if the requested repair is not caused by customer damage or normal wear and tear over time, then it is covered by Window ************ Warranty.  As stated in our previous reply we will continue to attempt to contract someone to address this repair as soon as possible for ********** and will be in touch with her as soon as an installer informs us they are available to do the job.  We thank you for the understanding in trying to help our customer with this issue.  

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  "Window Pros" send a representative to my home on 4/10/2024 and he gave me the name "*******************" - I can't confirm if this is his true name or if the company he claimed to represent is valid. I was give a quote for window treatments of $3,120 and I was asked to pay half of the total up front of $1,560 which I did pay. I was told my window treatments would be ready to install within 4-6 weeks and that did not happen and I did not receive any updates from the representative. I have called the phone number given to me on my invoice (invoice #****) and after many calls I did receive a call back from a personal said to be "*****" - ***** told me she is not able to give me a status on my order and has no other contact information that would allow me to get an update or status. I drove by the address given for the business at *********************************************** and this appears to be a fake address. the invoice also shows a website as "phoenixblindsandshutters.com" but it does not appear this is associated with "Window Pros AZ" which is the company name give on the invoice. I think it is possible this business is a scam but I have no way to verify that at this point.

  Business response

  06/05/2024

  Thank you for notifying Window Pros of this customer complaint. The owner of ********************** Pros ***********************, LLC, dba Window Pros,) *******************, has spoken to the customer and is meeting with them in person today to review their order. 

  *********************
  Window Pros
  Project Coordinator
  *************

   

• Initial Complaint

  07/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Have previously filed a complaint with the BBB. (#********). Since that time, because shutters (window coverings) had never been delivered/installed this contractor agreed to refund my deposit of $6,000. He told me he didn't have the full amount but could pay me in installments. I reluctantly agreed. He would pay $500.00 every month until total of $6,000 was refunded to me. He has made 4 payments and has stopped. I have contacted him and his office assistant multiple times informing me that it will be paid. I am refiling this complaint in hopes someone else doesn't get taken advantage of. I thought this contractor would honor his commitment - he has not.

  Business response

  08/12/2023

  Window Pros AZ has been in communication with the customer via phone & text for the past month.
  
  The refund payment that was promised for July was made recently in two increments. The first on Sunday, 8/6/23,
  
  and the second on Thursday, 8/10/23.
  
  We recognize that we have fallen behind on the agreed upon refund schedule, and are working to get the August
  
  refund payment made as promised as soon as we can.
  
   
  
  We will continue to communicate with the customer regarding this matter until all refund payments have been
  
  made and she has received her full refund.
  
   
  
  Please let us know if there are additional concerns regarding this complaint.
  
   
  
  Best regards,
  
   
  
  Window Pros
  
  Customer Service
  
  *************

  Customer response

  08/14/2023

  Thank you for your active involvement in assisting me in receiving the refund for product never received from this business.  I have read their response.  I would request that this complaint remain outstanding as they have not met the commitment the owner made to me in February 2023.  Which is $500 every month by the 5th of each month until the amount of $6,000 is refunded to me.  The July refund was not made until August and the August refund has not been made.  Please know that I will continue to communicate with BBB and the ******* ************************* every time this business does not honor the commitment they made to me as I am very anxious to have this very trying and unfortunate situation which began over a year ago resolved.  *****************************

  Business response

  08/17/2023

  Window Pros has received and read the customers reply above. No reply required. Customer will leave complaint open until final refund payment is received. 

  Customer response

  08/21/2023

  Customer will leave complaint open and outstanding until refund of all monies is received. Thank you. *****************************

• Initial Complaint

  04/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Paid 50% deposit for blinds and shutters last year that were supposed to be installed in 2 months. 6 months later, after numerous calls, texts, and even visits to the addresses on their numerous websites (which led to nowhere - apparently those "offices" are all fake), we finally got part of our order installed. Took several more months to install some more of our order and paid all but a tiny portion of the remaining fees. That tiny portion held back was supposed to ensure completion of the project within a couple weeks - 2 months later, I am still waiting and they are no longer returning messages.

  Business response

  04/17/2023

  We have communicated with this customer, with final communication on April 12, and the customer has contacted the fabricator directly to complete the final piece on their order. The customer will work with the fabricator to get final delivery and manage the final payment.  We appreciate the communication regarding the difficulties in delivery of the order and understand that the customer no longer needs additional work from Window Pros regarding this project. 

  Customer response

  04/17/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I have already resolved this issue myself and no longer need the business to take further measures.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  03/11/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered shutters on 2/7/22 and gave a $1300 deposit. For 8 months i called and left messages. Finally in November I received a phone call from ***** and she worked with me. I thought we were going to get things resolved and in February I received a phone call that my shutters were in and I took a day off from work, and when the gentlemen arrive to install the new shutters, he removed my current window treatments and bought the new shutters in and they were white not the pecan finish I ordered. I was told by the owner that they would correct the order and have my blinds delivered within 3 weeks and In the meantime they had taken the window treatments off my current windows I texted ***** that I was not happy that they were no treatments on my windows and she assured me that the owner will call me back with a temporary solution. That was on February 17 and I have not heard a thing and I was informed that prior to that I signed a contract and I would not get my money back. I have waited a year for these shutters to make my house better so I could sell my house and now the price of my house has gone down and the price of interest rates have gone up, I asked them just for my deposit back because they never delivered what I wanted and they have refused. I feel like they have taken advantage of a customer and are in no way able to work with me to get my money back. I just want my deposit back so I can buy a new house and move on And I have sent multiple letters to them with all the documentation to show how many times I have called them and sent letters and had phone calls and I just feel like I have been taken advantage of. Its unfortunate that a company would take advantage of a customer. I am just asking for my deposit back because I truly believe that I will never have my order fulfilled the way I want it.

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to this company to purchase shutters and a blind for my master bedroom last August. I purchased $3948.00 worth of shutters and one blind. I gave the 2 Representatives 1/2 down. $1974.00. I was told that I would receive the products by mid December. That didnt happen. I called and finally reached someone who told me that it was impossible to have it done by then. It would be done by the middle of January. In the first week of January I was told that the blind was ready and would be installed that week. It wasnt. The next week I was told that the blind and shutters would be installed that week. The blind was installed. I did not receive the shutters. The blind was $840 + $390 for the motor. *** called numerous times and left messages with no response.

  Business response

  02/07/2023

  We have been in contact with the customer to resolve these issues and finalize the order bi-weekly since December. There were substantial delays in production in the fall due to staffing shortages and communication, and we have been working to resolve the issues and ensure correct production and installation for the customer since November.  The customer's shade has been installed and we also made an adjustment when the technology for the shade was accidentally re-set on-site.  The shutter order is currently in production, which we confirmed with the customer as recently as yesterday. We understand the delay has been frustrating on the consumers end, as it has been for us as well, but we will continue the work to finalize the order and get a set delivery date for the customer. 

  Customer response

  02/07/2023

  I agree that I have initiated contact with them, however I was not informed until Monday after I had already made the complaint with the BBB that there was going to be further delays. I absolutely agree that there was plenty of chances for them to inform me of the delay in the times that I called to ask for whether the technician came out to my house to repair my blind. I wish I would have received this information. 

  Business response

  02/13/2023

  We have contacted the customer again and are working with her to arrange a delivery & installation date this week.  

  Customer response

  02/14/2023

  
  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,
  
  *************************
  
   
  

  Customer response

  03/02/2023

   In response to my complaint #19340486, I would like to reopen it. The business was supposed to install my shutters last Monday. I was called and told that they wouldnt be able to do it that day and they would call me back with another installation day. I have heard nothing else since. 
  At this time I would like to stop dealing with the business and get my money refunded. 
  
  Thank you for your assistance. 
  
  *************************
  

  Business response

  03/02/2023

  There appears to be some lag in communication here.  Our regular installer has had limited availability the past 2 weeks and we are trying to find a time that works for both parties to complete the project. We have spoken to the customer about this, and left a voicemail just yesterday asking for her availability for a possible install this weekend.  This was prior to receiving this notice this morning.  *********** is assuredly attempting to complete the installation for *******************  We certainly understand if the customer is asking to leave her case open with the BBB until the work is completed.  A refund is not available at this time as the order has already been produced.  Please contact us directly for additional assistance.  We are happy to help. 

  Customer response

  03/02/2023

  I do have a voice mail, which I received after I had spoken with the BBB and sent my email to them as requested. I have not spoken to them directly. I will not accept this response as I am very uncomfortable that it will even be completed at this point.

• Initial Complaint

  01/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  HI, Before doing business with this Merchant, please check the following Sites, as they all appear to be connected to a ********************************************* phone number ************. ****************** appears to be connected to Window Pros AZ, and Window Pros LLC, and ************** Blinds and Shutters. Window Pros has an F rating on the BBB site and multiple complaints similar to mine. ****************** came to our home and measured for blinds under "************** Blinds and Shutters" on 9/5/22. He quoted us $8,572.00. We gave him $4,286.00 and he promised delivery and installation by 10/30/22. He did not come or call by that date. We received a call from someone that is no longer working for him, saying the blinds "may be ready by the end of December". We told her that was not the agreement and we wished to have our money back. ****************** does not answer his phone, email or texts. ****************** did not respond to the Better Business Bureau. It took three letters from the Attorney General of ** Consumer Protections before a new person working for ****************** responded on 12/19/22. ************** responded to the Attorney General's letter stating that "I would receive a full refund and my order was cancelled". I was promised the refund on 12/23/22. I have not received it, and continue to get the run around. We have followed up again with the ** Attorney General, and we have also filed a complaint with ********************************. Please check the website, to all of the business listed above. Please check the website reviews, as my issue (him taking 50%, and not delivering, or returning the money) seems to be common practice connected with *********************************************.

  Business response

  01/09/2023

  Thank you for your notice of Complaint #******** from consumer ************************** 

  Window Pros AZ has communicated with the consumer, *************************, that due to ordering issues and delays with the fabricator we were not able to deliver her order,

  and that she will receive a full refund for the deposit she paid.  We confirmed this information via email with the consumer on 12/23/22, as well as replied to the complaints

  filed with other institutions. The consumer has been communicated with about the refund by phone as recently as 1/6/2023. 

  Please accept this reply to Complaint #********. 

   

  Best regards, 

  Window ************************
  *************

  Customer response

  01/11/2023

  Thank you for the response, however, I do not accept it until I receive my full refund of $4,286.00.  I am getting the "runaround".  I was promised that I would receive my refund on 12/23/22, and again on Friday 1/6/23.  Still nothing.  I wish for the complaint to stay open on the BBB website  until I have received my refund in full. 

  Business response

  01/12/2023

  Thank you for the additional reply.  We understand the consumer's frustrations and are not neglecting them. We did not promise payment on any set date - the dates listed in the recent reply from the consumer

  are the dates that we have been in communication with the consumer.  We are working to issue the refund and close the complaint as soon as possible.  We are a small, individually owned

  business servicing many customers and are working accordingly. 

  Thank you, 

  Window ************************
  *************

• Initial Complaint

  11/05/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 6/6/22 we had this company (also operates under other company names; Window Pros AZ, Mesa Blinds and Shutters, ********** Shutters and Blinds, Fountain **** Blinds and Shutters,...) come to our home for custom window shutters. Al the gentleman that measured all the windows and wrote up the contract shared that it would be ***** weeks before install and a 50% deposit would be needed before they could start making the shutters. We provided them with the deposit ($2650) and here we are 21 weeks later with no shutters and no ETA on installation. I have reached out almost daily to many different numbers and *******, the installation coordinator does not provide any information or updates the two times we have spoke since I reached out on 10/10/22. At this point I believe they took our deposit and have no intention of finishing the contract. Since this has happened I have read other online reviews and this seems to be a reoccurring pattern with other customers all over the valley. They have a good front and it is easy to fall for their scam but in the end they will take your money and do not deliver on the product.

  Business response

  01/26/2023

  We acknowledge that there was a significant delay replying to the BBB regarding this complaint from ***********

  Beginning Dec 7, 2022 we began working with the customer directly, communicating via phone and text, giving bi-weekly

  status updates for the delivery and finalization of the order.

  The order was installed on Jan 14, 2023, and the customer shared that she was very pleased with the installation and product.

  We will reach out to ********** to ask if she can send an update to the BBB regarding this complaint and will copy her on this reply.  

  Best regards,

  Window Pros

  Customer Service

  *************

   

• Initial Complaint

  10/26/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  contact to make window shutters for Living room. contact was made on 22nd April. 2022.contract reference # A*****. Total amount quoted was $3,315.00 ( Deposit amount was 50%of the total amount promised.) Delivery promised within 60 days or sooner.we start calling and they call back and promise delayed due to material shortage and promise delivery within nest 30 days. No action. we call no body answered the call. It has been going on for the past.3months.

  Business response

  01/18/2023

  Hello,

   

  We acknowledge that there was a significant delay replying to the BBB regarding this complaint from *******************

  However, we did communicate directly with the consumer and his order was installed on Dec 10, 2022.  The order has been delivered

  and the customer was satisfied with the installation and product.  We will reach out to ****************** to see if he can

  send an update to the BBB regarding this complaint and will copy him on this reply. 

   

  Best regards,

• Initial Complaint

  05/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I paid Window Pros aka Phoenix Blinds and Shutters aka Sunset Shutters $6,595 for blinds for my home 1/24/22. I was told they would call in a month to schedule. On 3/1 I began calling them, and they would not give me a time frame when the blinds would be ready (the install scheduler would not call me back). Finally, the first quote I was given was late April or early May because an item was out of stock (I was not told this information until this point). The install scheduler then told I'd receive weekly updates. After not receiving updates I called the first week of May, and I was told they would be ready the 3rd week of May. I expressed if they were not ready by the 3rd week of May I would expect a refund. The install scheduler acknowledged this. On 5/24 I called both the install scheduler and the main number and requested a refund. The woman who answers the main number (on their website) told me I would receive a call back that day. I did not, and called again 5/26 and 5/27. I have yet to receive any information regarding a refund.

*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. ↩