ComplaintsforWilliam Roberts Custom Workroom

• Initial Complaint

  10/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  Hired ******* ******* to construct and install custom window treatments. Based upon references and images of traditionally made products on their website, they were selected as the vendor of choice. However, upon installation, the window treatments are not made to industry standards, nor their own website depictions. Some examples, incorrect construction of custom drapery, window blinds not made to contract specifications, drapery panels in one room constructed wider than required for the window, wrong fabric used on window blind, drapery tie backs not made to specifications, natural roman shades within one set of windows (one set containing 3 windows) have different quantity of pleats, custom duvet cover not made correctly to size of mattress and bed, and window shade "glued" to wall vs correct construction.

  Business response

  01/14/2022

  ***Document Attached***
  Dear BBB,
  Your office phoned and left a message for me to call back if we were disputing this complaint of which we responded to with detail. Listen to your recorded voice mail as we were not able to connect with a representative by phone. We received a second letter stating this was unanswered and closed, without any notation of our voice mail response.
  
  We completely disagree with this complaint. We followed the specifications on the signed contract explicitly. This client hired an interior designer (friend) who was in the middle and who did not provide enough specification and the the client is now upset as to how things were manufactured by our company, however we followed the specifications provided and on the contract. This client still owes our company $7780.17 and is refusing to pay the balance due, however, we have made delivery of everything on the contract and exactly per the specifications. The fact that she is not happy with the look or how things were manufactured falls on her interior designer who did not provide the correct specifications. The quality of our work is there as it has been for 30 years. Never a BBB complaint before in 30 years.
  
  Please let us know what other documentation we can provide to have this removed; contract, photos, etc.
  See Attachment/File: *************** BBB ****** Complaint Notices.pdf

  Customer response

  01/14/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I would like to start this with pointing out that I reached out to you on or about October 28, 2021. November 2, 2021 a case was open. I was told on December 16th, 2021 this case was closed. The business didn't respond until January 14, 2022. This company, again, didn't make their deadline.
  ************************* is a well known designer that is based in ******* **. She not only works in ******* but has clients all over the world and has been an independent designer for over ********************************** her field and it is insulting that ************ would imply ******* was anything but professional. She is the most organized person I have ever worked with. I worked with her on a home in ************** and we have become friends through our business relationship. Please feel free to reach out to her with any and all questions on any matters you need to be clarified. She can better explain her degrees and accomplishments over the years. Phone ************ or email ***************.
  I know when I sent my original email I was clear with my situation. *********************** of William Roberts Custom Drapery and Upholstery Workroom walked off of our job. Flat out quit once she had the majority of the balance of this contract when she had promised she would redo the blinds and buckram where needed and make sure we were happy with the entire job.
  I have since taken the balance of 4 rooms worth of drapery. The first dates I sent to ************ went unacknowledged. Then ************ sent me a date and time without confirming with me. I could not be home that date and time. She then missed another date she chose.
  Once we could find a date her company dropped it off after she refused to install these 4 rooms. I accepted the items on the recommendation of my lawyer. We are currently waiting to have every item on the contract, other that the kitchen blinds, repaired. The repair will not be complete until, hopefully, May ***** at which time I will have the final cost for the repair and completion of this job.
  ************ went in and changed the contract without my knowledge or permission after she quit. I will be able to send pictures of the contract, that have been notated with changes in the received/installed items.
  I am attaching pictures of email and text conversations because I believe that is the best way to explain how we have tried to work with this company. I am happy to forward more information if you need it or speak with someone on the phone.
  Please feel free to call me if you need more information.
  Thank you, *********************** ************
  The attached pictures are only a few examples of issues we have had. I can supply as many as you need.
  See Attachment/File: 5898CFD4-F745-4F10-8596-33D1FC36384E

  Customer response

  01/14/2022

  ***Document Attached***
  I am attaching the pictures from the William Roberts website we referred to prior to hiring *********************** and WIlliam Roberts. Here you will see they display side hems on their drapery. Not one of the, over 25 panels, I received have this type of quality finish. This doesn't even include the discrepancies between the blinds and the way the contract said they would be made. You can find their site at williamrobertscustomworkroom.com
  You will, also find a picture showing how one pair of drapes flair out because they are lacking the side hem/finishing hem. All of the curtains that are ************* this.
  The last two photos are of the email she sent when She walked away from our contract.
  I paid my bills with this company when asked. They didn't supply the work as per the contract that they compiled and extended to me to sign. (Again I am happy to supply all of the exact measurements of how these were made and installed compared to the contract by February 15th if needed)
  I have only asked to be reimbursed for the amount it is going to cost to fix the issues they promised would be addressed and the balance of the installation. The amount I have repeatedly asked for had the balance of the contract subtracted. I was told from *********** to use the balance of the contract to "fix" the issues. The problem is the total to fix them, as of right now, is approximately $21,000. That far exceeds what she believes I owe her.
  At the end of the day *********** and William Roberts walked away from the contract we all agreed upon.
  See Attachment/File: D99516AD-F490-46FA-B158-B72615D7A6D7

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