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Complaint Details
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Initial Complaint
08/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 12/21, I made a significant investment of over $11,000 in plantation shutters from AE Shutters in *******. Unfortunately, I have been dealing with ongoing issues regarding the poor quality and construction of the shutters. The levers have been consistently malfunctioning and even falling out, making it difficult to operate the shutters. Despite numerous attempts to address these issues through warranty claims, I have encountered significant challenges, including excessive phone calls and negative reviews on ******* The situation has become so concerning that I have been forced to keep the shutters open day and night, as I fear they may malfunction or the levers may fall out. However, this has resulted in unexpected energy consumption due to the heat, causing further malfunctions and another fallen lever. The company has offered to repair the shutters at a cost of $650 or more, which I find completely unacceptable given the numerous documented issues with the product. I respectfully request that the company take responsibility for these ongoing problems and carry out the necessary repairs at no additional cost. as this is a problem that has been ongoing since the shutters were installed.
Business response
08/14/2024
Dear ************************************************ has repaired your shutters multiple times for free. Generally, you cannot apply excessive force onto 1 louver to open the whole set of louvers whether it is being obstructed or not. These clear view shutters are even more vulnerable because there is no connecting rod (tilt rod) in the front where you can push to open/close. From the pictures you sent, your shutters problem was clearly not a manufacturing defect. We did another repair for free last time you asked, and you took down that previous 1-star review. We cannot just go out and do things for free over and over again because you put another 1-star review. We have fabricated our shutters with the highest quality for more than 20 years and we are proud of them. Our shutters are well made and thats why no one else has complained about this issue. We communicated to you before that if this same situation of misuse happens again, we will have to charge you for the next repair, and you agreed. Our guys even showed you carefully how to operate the louvers. Now you have sent us pictures of the same thing happening. Again, it is not a manufacturing defect, it is misuse and not covered under warranty. We have to charge you with the stated amount to come out and pick up and bring back the shutter for repair and out again for re-install. Warranty is different from insurance.Customer response
08/24/2024
I am rejecting this response because: In my dinning room no one open the shutters. In the kitchen the wood has split on one shutter that does not come from opening the shutters with excessive force The last time a repair technician was at my home I specifically why does this keep happening and is it because if the quality of the product ? and the repair technician laughed. If this was an operational issue it would be happening to shutters in every room in my house. In addition I have emails where from the company where the charge was 60 per lever not not 650 which is 10x
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