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Complaint Details
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Initial Complaint
08/18/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
We placed an order with Show Me Blinds and Shutters for our upstairs of our house in July 2020. This was for 3 bedrooms, a bathroom and hallway. Shutters were to be installed in 1 bedroom, blinds in the rest of the house. I was told that the installation would occur 6 weeks after the deposit was paid and that I would make final style selections. None of this occurred and 6 weeks came and went. The only way I ever got the company to call me back was to write a negative google review. Finally the items were installed over 3 months later. The items were incorrect. We had to wait for the order to be fixed and this took more time. The items were still not correct. Finally after another month they came back out and installed every item, some of them incorrectly. Based on this mess I was expecting some sort of discount or corrective action. Fast forward 6 months and I get a debt collection letter in the mail. The customer service is awful and I am truly dissatisfied with their actions.
Business response
08/31/2021
Customer ****** ****** filed a complaint against us, with you (BBB)on 8.18.21. In her complaint, she notes that her initial order took longer than 6 weeks to install, which is true. Due to manufacturing delays caused by COVID-19, her products took 10-12 weeks for arrival. Once installed, one set of products was not manufactured to her liking by Hunter Douglas. We replaced those products in December AT NO CHARGE TO HER.
All the meanwhile, she still had an outstanding balance of $670.21. We repeatedly contacted her about that balance and she ignored our calls and emails. Finally, in April she responded. I had a phone conversation with her. She told me to go ahead and "run her credit card for $670.10, which was the total balance due. I informed her that we did not keep her card info on file. It is our policy to NOT keep customer credit card info. She said she would call us back with the number. She did not. She also requested that we send out a repair tech to her home to adjust her shutter. I informed her on the phone and via email that I would be happy to do that but first needed a photo of the shutter to send to Hunter Douglas to facilitate the repair order. She did not send the photo, even after I repeatedly contacted her (3 times April and May) and asked for the photo.
In late July, we sent her a letter through our attorney requesting payment of her balance due of $670.10. She contacted me to talk, so we spoke. She told me she still wanted the shutter adjusted, and again, I informed her I needed a photo to send to Hunter Douglas (HDIS) to facilitate the repair. Hunter Douglas requires the photo. She then sent the photo to me on 8.3.21, which I forwarded to HDIS to schedule the repair. when they reached out to her, she informed me she was refusing the repair because the person Hunter Douglas was sending, is the same technician who did the install. That technician is a master carpenter and the finest installer we know of. Per ******'s request, I asked for another installler and we are awaiting the response.
In the meantime, ****** ****** called our office on 8/18/21 and made payment of $670.10 by giving us her CC info. At no time, did we discuss, or did she ask for a billing adjustment until after she received the letter from our attorney. We have done everything in our arsenal to appease her. At NO time did we deceive, misrepresent, or mislead her. I asked her repeatedly (for 3 months) to send us the shutter photo, and she did not act until after we demanded payment for our products and services. We believe her complaint is unfounded and baseless, and respectfully ask that you dismiss and discharge her letter of complaint.
Thank you,
Keith Carver
Show Me Blinds & Shutters
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.