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Complaint Details
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Initial Complaint
03/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On July 29, 2019 Taurus gave me a quote of $3675 for two motorized shutters for our two skylights. I thought it was high and was going to get quotes from someone else. After a couple weeks, Taurus called me and said they would install for $2900. Five years warranty on parts and motor. One year warranty on labor.I signed the contract and gave them a deposit.They came out 6 months later on Feb. 3, 2020 to install the shutters.After a couple of months, one of the shutters jammed and would not move up or down. They came out and fixed it. After 4 months, the same shutter jammed again. Taurus came out and fixed it. On Aug. 25, 2021 the shutter jammed again. They came out to fix it and they charged me $175 for labor.I complained that it was not fixed right the first and second time. They reduce the labor charge to $125. They told me if it jams again, I should climb up on the roof, spray WD40 on it and wiggle and pull the shutter while pushing the remote button up and down. (I'm 75 years old and climbing roofs is not a good idea)On Nov. 25, 2021 the shutter jammed again. I emailed them to complain and they responded if I needed a service call. I asked how much it would cost me since they worked on it already several times. They said they would call me back. They never called. That's 4 times that the shutter jammed since I purchased it and it would not move up or down.I am not a satisfied customer and I feel I lost a lot of money with this deal, being on a fixed income. Technically it is out of warranty for labor but it was not fixed right the first and second time during the warranty period. The shutters are poor quality and reliability and should have been completely replaced after the second service call instead of spraying it with WD40 and wiggling it back into service.
Business response
03/29/2022
We believe that there was much miscommunication. We met with client on *********** and everything is resolved.Customer response
03/29/2022
Complaint: 16848558
I am rejecting this response because:On March 28, 2022, ****** came out to fix the one shutter that kept jamming through its travel up and down. He made adjustments and clean the old lubricant from the tracks. It worked good several times that day but the next day March 29, it jammed again. This time both shutters are jammed half way through its travel going down.
Attached are pictures.
*************************Business response
04/05/2022
Hi I sent a response a while ago stating that we talked to customer and resolved . Customer is happy and it has ended. Please check your notes as this was a while ago.Customer response
04/08/2022
Complaint: 16848558
I am rejecting this response because:The shutters got stuck again the next day after they adjusted it.
This time both shutters were stuck and would not go up or down. They just hummed and vibrated and jerked one inch trying to move.
The technicians came out again and said there was nothing wrong with the shutters.
Next day it got stuck again.
I called and spoke to ****** and he promised to resolve the issue by reconstructing the slope to increase the downward force.
Sincerely,
*************************Customer response
04/22/2022
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.
Sincerely,
*************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.