ComplaintsforHunter Douglas, Inc.

• Initial Complaint

  12/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been purchasing Hunter Douglas shades for all my homes. They have always had great shades and stood behind them without any questions or issues. ****** was our salesperson for many years and once she retired the nightmare started. During the pandemic I purchased new motorized shades from Hunter Douglas for my den and office and other areas of the house. This would be the this the third time buying shades for this particular home. One of the vertical motorized shades didn't close properly from day one due to manufacturing deficiencies and was replaced. The replacement shade also had issues and was supposed to be addressed by Hunter Douglas but never was after ****** retired. After about a year I started having issues with the motorized shades installed in the den and in my bedroom. I spent days on the phone with Hunter Douglas after their technical support advised me the motors need to be replaced but will not send them to me. I final got so frustrated calling without any action Hunter Douglas finally put me in touch with Jandel in their consumers division and she had the distributor that sold me the shades have their tech contact me. It took many texts and about a month and half until the techs son came to look at my installation and warranty issues and said they would get back to me. Now another two months has passed and multiple texts and still no resolution to my manufacturing defects and warranty issues from Hunter Douglas. Before typing out this complaint i sent another e-mail to Jandel expressing how disappointed I am with Hunter Douglas. Hunter Douglas shades have always been dependable and the company would always send me replacement parts whenever I had an issue. I am hopeful that the BBB can intervene on my behalf with Hunter Douglas since I believe my first call to Hunter Douglas was over four (4) months ago which is just not acceptable.

  

  Business response

  12/08/2021

  I have been in contact with **************** regarding his repair. We will continue to work towards a resolution. 

  Customer response

  12/08/2021

   
  Complaint: 16344390
  
  I am rejecting this response because Jandel has been working on this since September without a resolution.  That is why I submitted a complaint to the BBB.  Hunter Douglas needs to stand behind their products and send me replacement parts that I can install.  Waiting over four months without any resolution is unacceptable.  I am hopeful Jandel will send me the parts needs overnight so I can close the vertical shade in my bedroom and fix the other issues.
  
  Thank you.
  
  ***********************

  

  Business response

  12/14/2021

  I have worked directly with Mr. ******** dealer to assist with his request. It is my understanding that the parts requested have been ordered and they are working on an on-site repair as well.

  Customer response

  12/16/2021

   
  Complaint: 16344390
  
  I am rejecting this response because Hunter Douglas has responded to me but their distributor still has not confirmed that they are sending me the parts required to fix my shades and they still have not addressed the new installation that the vertical shades do not close properly and need to be replaced.  Some of my issues have been going on for over a year and it is not acceptable.  Hopefully Hunter Douglas will ensure that all issues are resolve before the new year.  Responding to me and telling me that they cant send me parts is not acceptable based on my experience to date or providing a timeline for their distributor to address my issues.  Thank you.
  
  Sincerely,
  
  ***********************

  

  Business response

  01/04/2022

  I was updated by CDI that the motors and the remake have shipped and in transit to the installer. 

  Customer response

  01/04/2022

   
  Complaint: 16344390
  
  I am rejecting this response because:

  Jendal thank you for the update.  Once the work is completed satisfactorily and all shades are operational I will be satisfied with your response and close my case with BBB.  

  FYI the right stacking vertical motorized shade stopped working in my bedroom.  Please make sure that CDI is aware so they can order an additional motor to have with them when they come to my house.

  I am also requesting that Hunter Douglas send a spare motor to CDI so I can keep it in stock in my house for future issues with the motorized shades.  I feel it is the least Hunter Douglas can do since this repair process has been going on for over 6 months and it is very frustrating when motorized shades do not work properly.  I think you can appreciate how frustrating this experience has been for me.  Please confirm that you will be handling this?

  
  Sincerely,
  
  ***********************

  

  Business response

  01/19/2022

  Hunter Douglas has accommodated motors to the consumer and continue to work with him to resolve his case. 

• Initial Complaint

  09/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased $15,000 worth of window treatments in August of 2020. We purchased through a private dealer out of ******. Currently, in September of 2021, we still do not have our proper window treatments. About 6 months ago the wrong window treatments were delivered. We are still waiting on the correct window treatments. We have been assured that the issue lies with Hunter Douglas, not the private dealer. A year + is too long.

  

  Business response

  09/29/2021

  We have been in contact with the consumer to get additional information about the order. We will do our best to assist. Hunter Douglas has been affected by global supply chain issues and we're working diligently to produce orders as quickly as possible. 

• Initial Complaint

  08/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased 14 Hunter Douglas banded motorized shades at end of 2020 and April of 2021. When you have to change the rechargeable batteries some of the shades will not reprogram back to the height they were, even after resetting them and reprogramming them, I have gone back to the ***** ** ******* in Las Vegas (where we purchased these shades) to get this resolved as we had to have techs come out twice to fix this issue. They also had to play with the shades to get them to align. Hunter Douglas sent ***** ** ******* an email stating programming the shades was very simple and that is all you need to do to fix them. This is not true as we have tried reprogramming, doing a hard reset but the shades will not align again. This is beyond frustrating. We love the shades and not looking to replace them but there is an issue with the motor on some of the shades that is making it difficult to program them after changing the rechargeable battery. We might need new motors on a few shades

  

  Business response

  08/26/2021

  We will be working with the consumer to provide a reasonable solution. 

  Customer response

  08/26/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as they resolve and provide a good solution to this problem.   I have attached a picture to show the issue 
  
  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. ↩