Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/24/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We had two custom motorized solar shades for our outside patio installed by Liberty Home Products (LHP) on 6/22/2021. We were extremely pleased with the installers and the "finished" product. However, shortly after installation, one of the guide wires for the larger of the two shades came loose from the concrete into which it was fastened. We called for service and talked to Jack who was identified as the service manager. He was to call us back as soon as a service appointment was scheduled. No call came. We called again four days later, and got LHP's earliest time to come out - four weeks later on September 7th. On the 7th, past the time given for the crew to fix the issue, we called again only to find out that the crew would be coming much later than scheduled. We were not present when they came, but It looked fixed. In a week, the wire pulled out again. We contacted by email the local manager on 9/14/21 outlining the history. We have had no reply whatsoever to date.Business response
09/24/2021
Our service department did not receive any information from the local manager about the issue with the cable guides. We will reach out to him to find out why.
A service has been written up to repair the cable guide and we will call to schedule the service within 2 business days. We will schedule the service for as soon as possible -- staffing shortages have pushed out our service schedule further than we would like, but we will try our best to accommodate a rushed service date due to the delay.
Best,
Liberty Home Products
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
3659 Austin Bluffs Pkwy #41
Colorado Springs, CO 80918-6659
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.