Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First they installed my shutter in a bad way as I was not home and I discovered that the material they used is no where close to a good quality. They charged premium for something that is on ****** may be. They do not have good customer service nor a warranty for their work

  Business Response

  Date: 12/09/2024

  Hello,

  We sincerely apologize that you're not satisfied with your recent experience. However, after thoroughly reviewing the situation, we stand behind the quality of the product you received. We take great pride in offering high-quality materials and professional installation.
  

  We have reached out several times to get further clarification on the specific "defect" you mentioned but have not received any response. Based on the information we have, there is nothing wrong with the product itself, and it meets the high standards we set for all our installations.
  

  Regarding your concerns about the material quality, we assure you that we use only premium-grade materials for our products. We understand your concerns, but we are confident that the product you received is of excellent quality.

  We value your feedback and want to resolve any misunderstandings, so please feel free to contact us if you would like to discuss this further

  Thank you,

  Rockwood Shutters

• Initial Complaint

  Date:08/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Reached out to ******** a few times since my shutters were installed in May 2024. The installation left a fairly large whole in my wall that wasn't present before. I informed ******** and a representative reached out to me to address this issue. Fast forward maybe a week or so later, the shutters then started to discolor and develop pink hues and the wood started to split only after a month being installed. I took photos and sent them to ******** as the quality was not acceptable. I was then advised that they would only fix the whole their installer made but would replace or remove the shutters or issue a refund due to quality issues. The shutter quality is simply not there and I simply ask that ******** take their product back and issue a full refund of $1,828.15, the amount I paid. The shutters are cheap and they look like I've had them for many years. It's been 3 months.

  Business Response

  Date: 08/28/2024

  Hello,

  Thank you for sharing your experience. We regret the issues you've encountered and we take your feedback very seriously.  I see we have correspondence trying to get our technician scheduled to come out and address your concerns. We are committed to resolving this matter to your satisfaction and would appreciate the opportunity to work with you to get it taken care of. Please let us know a convenient time for you or if theres anything else we can assist with. Please reach out to us directly. ************

  Thank you, 

  Rockwood Shutters

  Customer Answer

  Date: 09/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. I have already worked with the business and I am not satisfied with the product nor the quality. Again, I am requesting a full refund and for the shutters to be removed and picked up. I will attempt to reach out to the business at the number provided below to resolve this matter.
  
  Regards,
  
  
   
  

  Business Response

  Date: 11/11/2024

  Hello,

  After reviewing the situation, it appears that the primary issue lies with the condition of the walls themselves, which unfortunately limits what we can do on our end. While we can apply caulk from the inside to minimize light bleed, the noticeable dip in the wall is something we are unable to correct.
  Regarding the color shift to a more pinkish hue, this is likely due to the lighting conditions during the day, which can sometimes cause changes in appearance. This is a natural effect and not an indication of any product defect.
  

  As for the small hole in the wall, while we're not certain if it was caused during our work, ********* is known for his thoroughness, and we typically do not experience installation issues under his care. That said, we are happy to offer a $100 ********** gift card to assist with repairs to the hole.
  

  In terms of the overall quality concerns, we stand by the work we completed. If the customer insists on a second opinion, we can have ****, who is local to the area, visit to assess the situation further. However, it's important to note that we do not anticipate this additional review changing the customer's perception.
  

  We understand that the customer feels she did not receive the value she expected for the price paid. Unfortunately, there is no immediate resolution to address this feeling, but we hope the steps we've outlined offer a satisfactory compromise.
  
  Thank you, 

  Rockwood Shutters

  Customer Answer

  Date: 11/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. The chief complaint is not of the installer. My complaint is of the general manufacturing quality of the shutters themselves. Instead of the company issuing me a refund, Rockwood has decided to dance around the subject knowing full well they did not give me the same shutters I selected from the samples. Shutters are pink bleeding through because of the poor quality...not anything to do with the room lighting. Wood is split and faded. Overall, the shutter quality of awful and not at all worth the money I paid. Do better.
  
  Regards,

  Ariel

  
  
   

  
  

  Business Response

  Date: 12/09/2024

  Hello,

  Thank you for sharing your feedback with us. We are sorry to hear about the difficulties you've experienced, and we take your concerns seriously. We see that we've made efforts to coordinate with you to schedule a technician visit and address your issues.
  We are fully committed to resolving this matter and ensuring your satisfaction. We would greatly appreciate the chance to work with you directly to resolve any outstanding concerns. Please let us know a time that works best for you, or feel free to reach out if theres anything else we can assist you with.
  You can contact us directly at ************.

  Rockwood Shutters

   

• Initial Complaint

  Date:08/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rockwood Shutters throughout our home which were installed in 2009. are damaged including broken pins, staples, inability to adjust, and no ease in opening and closing. While visiting **********, we spoke to a representative from Rockwood Shutters 06/2024, who showed us shutters which were identical to ours. We told her of the problems we were experiencing with the shutters. *** reminded us of the LIFETIME WARRANTY on the shutters . The consultant came to our home 07/18/2024, when she realized that we were not purchasing new shutters but only needed repairs, her attitude quickly changed! *** confirmed we had Rockwood Shutters. *** took photos of some of the shutters but refused to take photos of all. We requested she take photos of the badly damaged shutters but she would not go upstairs to do so. Over the next weeks I called ****** to get the repairman scheduled. On 08/02/2024, I spoke to another rep. *** read account notes which said a "Pin Kit" had been mailed. ******, a supervisor made the decision & would not call me back.****** did called back:1. Rockwood was unable to find paperwork on account or reference to our address,2. The LIFETIME WARRANTY would provide a "Pin Kit",3. The LIFETIME WARRANTY could not provide a repairman w/o paperwork,4. Their paperwork was not good for accounts so old,5. My photos only show "Pin" damage,6. I was welcome to file any complaints with **********,7. Her supervisor (******) made ************** was bound by it.WHY:A. Confirmed Rockwood Shutters are under a partial LIFETIME WARRANTY,B. How photos can show all damage to the shutters,C. Consultant never sent photos & report taken,D. Consultant would not take photos or view all shutters,E. "Pin Kit" be sent without notification when promise of repairman,F. Rockwood lacks records on shutters with LIFETIME WARRANITES Rockwood has not used ethical business practices, actions or demonstrated proper attitudes. Employees were not professional or morally responsible.

  Business Response

  Date: 08/28/2024

  Hello,

  Thank you for sharing your detailed account. We understand your frustration with the issues. Someone from our management team will reach out to you to further discuss directly.  

• Initial Complaint

  Date:03/17/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase blinds on December 21, 2023 and to date, March 17, 2024 have not received the blinds that I purchased. I keep getting the runaround from Rockwood Shutters and Im tired of going back-and-forth with them. I just want a refund at this point. my last contact with them was March 8 indicating they will let me know when the blinds shipped to the technician and here it is I have not heard a word from them just refund my money.

  Business Response

  Date: 03/25/2024

  Hello, 

  We truly appreciate your feedback and the opportunity to address your concerns.

  We understand that your experience with us may not have met your expectations initially, and for that, we sincerely apologize. Our team has been diligently working to ensure that every aspect of your installation process exceeds your expectations. We're delighted to hear that you're now scheduled for your installation. Rest assured, we are committed to providing you with the exceptional service you deserve every step of the way. If you have any further questions or need assistance, please don't hesitate to reach out to us. We value your business and look forward to serving you.

  -Rockwood Shutters

  Customer Answer

  Date: 03/28/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  My blinds were installed today 3/28/2024.
  
  
  
   
  

• Initial Complaint

  Date:03/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rockwood Shutters used confusing and deceiving sales tactics to entice us to purchase a completely different product than what we were expecting. Transaction took place on or around December 22, 2023, and the product installed occurred on or about February 1, 2024. As soon as I saw the final product, I emailed the company and sales *** and explained that what I received is not what I was described during the sale process nor what I was expecting. In addition, the product came damaged with scratches and dents and I was told "that's how it comes off the factory floor, nothing they could do about it." I tried to resolve the issue numerous times but they're being unresponsive and uncooperative.

  Business Response

  Date: 03/11/2024

  Hi,

  Thank you for bringing your concerns to our attention. We regret the inconvenience and for any confusion or dissatisfaction you've experienced with your recent purchase from Rockwood Shutters. We take customer feedback very seriously, and we regret that your experience did not meet your expectations. We strive to provide clear and transparent information during the sales process, and it's concerning to hear that you feel our tactics were confusing or deceiving. Regarding the product quality, we hate to hear that there was damage or imperfections you encountered upon installation. This is not the level of quality we aim to deliver, and we understand your frustration with receiving a damaged product. We assure you that our team is dedicated to resolving such issues promptly and effectively. It's disheartening to hear that you've had difficulty reaching us to address these concerns. We apologize for any delay or lack of responsiveness you've experienced. We are committed to resolving this matter to your satisfaction.  I want to assure you that we are actively working on finding a resolution to address the issues you've raised. We appreciate your patience and understanding as we work through this process. If you have any further questions or concerns, please don't hesitate to reach out to us.

  Customer Answer

  Date: 03/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  There is no proposed action yet, and I don't want to prematurely mark it as "resolved" when nothing has been resolved.
  
  The response was a vague corporate-type promise that says actions will be taken to remedy the situation, but until something is actually done to help the situation, the complaint cannot be considered "resolved." 
  
  Once the problem is remedies, I will be happy to make this as "resolved" and move on. 
  
  Regards,
  
  
   
  

  Business Response

  Date: 03/25/2024

  Hello, 

  We are still addressing the issues the customer is having. We have been in communication with the customer and will reach a resolution that is good for the customer and ********************** soon.

  -Rockwood Shutters

• Initial Complaint

  Date:02/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were directed by the BBB to file a complaint and not leave feedback: We originally had a great experience ordering with Rockwood Shutters, as their representative came to our home, was friendly, and helped us select window treatments that met our needs. However, all went down from there. We ordered our shutters in January 2023, and they were not installed until April, which exceeded the timeline originally promised. The initial shutters that were installed many damages/issues--gouges on the slats, shutters that didn't latch, levers that didn't work, scratches everywhere, and a splatter reside that stained and didn't come off. We asked for replacements and repairs. That took 2 months. Our shutters were replaced with DIFFERENT shutters that didn't match the remainder of what was originally installed. We called and called and called. No follow-up. No apology. We were patient and kind every time we called despite their poor customer service. Finally, we informed ********************** that we would file a dispute with the BBB if they did not respond. Surprisingly, this elicited a response, but only after 6 MONTHS of silence. They replaced the shutter in January 2024. They had to make it "by hand" because the product line no longer existed because they WAITED TOO LONG. To our distain, the replacement was DAMAGED as well. We contacted the company. No response. We spent thousands of dollars on shutters. Apparently, this company feels that their customers do not deserve timely responses, quality/non-damaged products, and have to settle for something they're not happy with. It's not often we feel led to leave this poor of a review for a company, but I would not recommend their product or their company. It would save you significant time and headache, and not be left with a damaged product that you don't love in your home.

  Business Response

  Date: 02/14/2024

  Hello, 

  We appreciate your feedback and you allowing us the time to complete your project to your satisfaction. We do understand the frustration this has caused and want to make it right.

  With that being said, if there is still something wrong with your installation, we want to know about it to see how we can rectify this for you. We will be reaching out to gather more information. 

   

  Thank you,

  Rockwood Shutters

• Initial Complaint

  Date:02/07/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March of 2023 the company "Rockwood shutters" was paid $16,917.86 to make and install custom shutters to fit windows and doors in my house at ***************************** All 11 sets of window shutters were made and when installed, the fit was near perfect and only needed slight adjustments. However, a set of horizontal shutters (sliders) to 1 of 2 sliding glass doors and a set of vertical blinds to the other sliding glass doors were poorly made and could not be properly aligned. First, the horizontal shutters were installed without stabilizing floor tracks and were off by 1/4". It could not be aligned in the custom case and therefore, the middle louvers could not open. The vertical blinds were installed too far from the wall which left a large gap and the top valence does not touch the wall. Rockwood was notified, the horizontal shutters were replaced but the vertical blinds were not repaired or replaced. Following replacement and after the installer left, a closer inspection of the horizontal shutters revealed a 2" gap to the left/right side when the set of shutters were properly aligned in the custom case. Multiple calls/emails and photos with related requests were sent to Rockwood shutters before a response finally came from ******* *******, a concierge manager. In her response she stated, this is how the company makes their (custom) shutters.Satisfactory repair/replacement or refund of the vertical blinds and horizontal shutters is required.

  Business Response

  Date: 02/14/2024

  Hello,

  First, Rockwood Shutters wants to thank you for your business. Your feedback is not taken lightly and our ultimate goal is to leave our customers completely satisfied. 

  With that being said the slider was remade due to them being incorrect and them hitting/overlapping. We returned to get new measurements to ensure we remade them properly and to explain what had happened and to make sure the customer knew what was going on.  Once remade, the slider was perfect and within normal specifications.  Customer is overlapping the ****** and they are not meant to overlap. They are manufactured to only cover each side about 3/4". I will attach a photo showing that the left and right panel need to be closed all the way to close the gap on each side. This would be the correct way and they would overlap properly and how they were manufactured to close.

  In regards to the vertical blinds. They are installed and manufactured within the products specifications. It was explained that shades can not sit flush to the wall. The fabric would rub and case damage over time. The product has to have space to operate unobstructed. 
  
  In conclusion everything is functioning the way they are meant to and this was explained by the technician in the home when we placed the order for the new slider panels.

  Thank you, 

  Rockwood Shutters

  Customer Answer

  Date: 02/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  It has been clearly shown that Rockwood Shutters is unwilling to correct the erroneous and poorly fitted blinds placed in our home (sliding glass doors). It is also apparent that the company could not or is unable to provide custom blinds for the related doors as promised. Therefore, since the company cannot customize overlapping these blinds to our specification/satisfaction and can only provide the blinds to their specification which are not align symmetrically, then the product cannot be accepted. Response from Rockwood Rep. ******** is overlapping the ****** and they are not meant to overlap.They are manufactured to only cover each side about 3/4. (Please note that the prior ****** completely overlapped but the middle one was measured in error and was off by which caused it to encroach behind the left/right and hence the center blinds could not open).
  It is regretful that Rockwood Shuttersspecification cannot be customized to fit our doors. At this point a refund is being requested for purchasing the blinds in question (Family room and living room).
  
  Thanks,

  ****** ********

   
  
  
  
   

  
  

  Business Response

  Date: 03/12/2024

  Hello,
  Thank you for reaching out to us with your concerns regarding the shutters and blinds installed in your home. We understand the importance of ensuring that our products meet your expectations.  Upon reviewing your case, we want to assure you that our blinds are manufactured to meet our specifications and are designed to provide optimal functionality and aesthetics. Our response regarding the overlapping of the ****** reflects the intended design and functionality of our shutters. While we acknowledge the challenges you've encountered with the fitting and alignment of the shutters, we stand by the quality and correctness of our product. We regret any miscommunication or misunderstanding that may have occurred regarding the customization of the shutters to fit your doors. As a company committed to customer satisfaction, we strive to address any issues promptly and effectively. However, after thorough review, we regret to inform you that there is nothing further we can do to alter the design or functionality of the shutters. We understand if this is not the resolution you were hoping for, and we genuinely appreciate your understanding and patience as we've worked to address your concerns.

  Our team reached out to you this morning to schedule a service visit to make minor adjustments to your vertical blinds.

  Thank you,

  -Rockwood Shutters

  Customer Answer

  Date: 03/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  The plan to send someone to adjust the vertical blinds is appreciated. However, please note that after the vertical blinds were installed we requested the adjustment of the brackets from the installer but were told that they could not be adjusted any further. Later, additional measurements and pictures were taken by that installer but there has since been no related response. Adjustments will only be possible with a different set of brackets. We suggested a longer return and extra vertical to be attached at the end to cover the large gap but received no response. It was apparent that Rockwood did not consider the suggestion.  We are not satisfied with the fitting of the vertical blinds because they are not customized to fit our sliding glass door as promised. If the blinds cannot be repaired/customized to fit our door, then they must be retrieved and the associated refund must be provided
  As per our Sliders, it is unfortunate that Rockwood refused to make additional repairs / replacement to provide a custom fit to our door as promised.
  We will not accept these poorly fitted and unsafe/unstable sliders for our doors. However,we are still willing to have Rockwood repair/replace them or provide us with the related refund and retrieve sliders.
  Thanks,
  ***** and ****** ********
  
  Regards,
  
  
   
  

  Business Response

  Date: 06/03/2024

  Hello,

  To address your concerns effectively and provide you with a satisfactory resolution, we would like to propose a site visit to inspect the products in question firsthand. This will enable us to assess the issues accurately and determine the most appropriate course of action.

  Once we have confirmed a date and time with you and *********** we will arrange for the technician from our team to visit your residence and conduct a thorough inspection of the shutters and blinds. We know you have been in correspondence with **********. We have also reached out to them to help coordinate the site visit.

  We value your business and your feedback, and we are committed to resolving this matter.

   

  Thank you, 

  Rockwood Shutters

• Initial Complaint

  Date:12/13/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 3 shutters from Rockwood through **** ***** 10/19/2022. All 3 shades were installed January 2023. Since then, The one large family room shade has come off the window 3 times since then, and each time Rockwood ordered a new (same) shade. The 2nd time the shade came off, one of their employees, put nails from the valance through our moulding to hold it up. It still came down and now I have nail holes in my moulding. Recently, after the shade came down for the 3rd time, Rockwood sent a contracted tech to assess the reason the shade keeps coming off, and he specifically said to me, its the valance (12 inches) that is coming off because its too heavy. A shorter one would be better. He wrote a report to Rockwood. When Rockwood got back to me, I received an email stating that a new same shutter should be sent around Nov 24, 23. Since I've have a very difficult time with customer service taking care of this, I began dealing with the manager, Kristin. When I spoke to the Kristin, she told me the shade was not manufactured correctly. I then asked her "So all 3 times the shade was not manufactured correctly?" I let her know that per the tech person, sending another same shade would cause the same problem in a few months. She got back to me and let me know another technician, MIke, would come out and assess the situation and they would call me. A week later no one called. I spoke with Kristin and we then discussed options moving forward with another brand called Bali shades because Rockwood is discontinuing kirsch products. The sales person came over and I picked out a Bali shade I liked. I followed up with Kristen a few days later, and we agreed to get a full refund from Kirsch, and if the price is decent, I would purchase the Bali shade. Last email she sent today, she was going to get samples of Kirsch shades. Since, were going around in circles again. I just want a complete refund. I appreciate Kristin trying, but weeks are turning into months without resolve.

  Business Response

  Date: 12/21/2023

  Hello, 

  We have been working very hard to reach a resolution with Mrs. *****. After this complaint we were able to reach a resolution that works from both the customer and Rockwood Shutters. We appreciate and value her willingness to give us a chance to show her the outstanding customer service and product we stand behind.  

  Thank you,

  Rockwood Shutters

  Customer Answer

  Date: 01/19/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   Alyssa ***** ***** ****** ** ********* ** *****
  
  Dear Alyssa *****:
  
  This message is in regard to your complaint submitted on 12/13/2023 against Rockwood Shutters.  Your complaint was assigned ID ********.
  
  You recently filed a complaint on the above-mentioned company.  The last we heard from you the issue may not be resolved.  Please provide us with an update and advised which items (if any) remain unresolved. Please complete and return it as soon as possible.  If we do not hear back from you, we will assume the issues have been addressed and will close the complaint.
  
  Are the issues resolved?   ________X____Yes    _____________No
  
  If yes, when was the issue resolved?
  
  __________________________So far yes__________________________________________________________________________________________________________________
  
  If no, what issues remain outstanding?
  
  ____________________________________________________________________________________________________________________________________________
  
  ____________________________________________________________________________________________________________________________________________
  
  Did you ever file your case through the court system?  ____no_________ If so please include a copy of your filing or judgment for our files.
  Signature: _________Alyssa *****____________________Date: _______1-13-24__________________
  
  Please respond just as soon as possible to this inquiry.  Feel free to email the information to [email protected] ; make sure to reference your case number.
  
  Regards,
  

  
  

  
  

• Initial Complaint

  Date:11/08/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 24, 2023 I paid a representative of Rockwood shutters $2191.87 for 9 vertical blinds. They were to have been built to the specifications of the windows in a room in our home. The amount paid was to have the blinds hung also. The salesperson assured me that the job would be done to my satisfaction and would be done with a guarantee on the materials and operations of the blinds. Additionally, the install date was to have been before May 14, 2023. The nature of the dispute is that the job was not done to my satisfaction. The product that has been installed in our home is unsatisfactory. Slats and valences were sent to our home that were the incorrect size, I received returns that were flat when they should have been curved and/or vice versa. The installer came out about 6 times thinking each time the company had sent what he needed to properly complete the job. He reordered some slats/ valences. He even said it had gotten to the point that he was embarrassed by what was going on. The problem was that the company sold and he installed valences for which they no longer manufactured returns. The installer ended up hand cutting some slats as well as some returns. The returns had been sent to our home for a service call two trips prior and he'd said were not the right ones....and therein lies the problem. There are obvious inconsistencies in the widths of the returns since they were hand cut on site to make them work. After many attempts, the job was finally "finished" after about 6 months. In less than a week after the last service call, one of the returns disconnected from the valance. I reached out to my concierge with my concerns. I expressed my desire to resolve the issue. I was asked what might be done to make it right. My preference was/ is that they come back out and remove the blinds. After being told ok, I was called back and told that $250 compensation had been approved on that day, 09/19/2023 at 2:49 p.m. I did not accept that offer.

  Business Response

  Date: 12/21/2023

  Hello.

  Thank you for the review. One of our managers will be reaching out to discuss the issues that occurred. We understand the frustration and it is is an issue we are working to address internally. We will be contacting you soon to discuss further and appreciate the feedback.

  Thank you,

  Rockwood Shutters

• Initial Complaint

  Date:10/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $6,771.97 for 12 sets of shutters for my home. They were installed and upon inspection 7 out of the 12 shutters are uneven when closed compared to the other ones. I called the installer who came back and said that they are defective and would reach out to the company. He came back a few days later to attempt to fix them with no success. He told me to reach back out to the company. The company continues to tell me that this is how the shutters are suppose to be which i know is not true since 5 of them are perfectly even. This was not in my contract. They have not provided any solution. I have asked for a replacement or for them to remove them and refund me my money back. The installer has sent them videos and photos. I also sent pictures.

  Business Response

  Date: 11/02/2023

  Hello, 

  Thank you for your feedback. We take every customers experience with Rockwood Shutters very seriously. After researching the issues you are having it seems we have sent our technician out to make minor adjustments and to go over how our shutters are manufactured to close in an upward motion. We have requested photos of the shutters closed in an upward position to assess. 

  Most shutters in our industry are manufactured to close tightly in the upward position only because this allows for the tightest closure with minimal light leakage.  While there are a few shutters in the market that feature a full close-up and close-down, the disadvantage is that you will have more light seepage between the rails and louvers at the top and bottom of the shutter. 
  
  Since tight closure with minimal light leakage tends to be the top priority for consumers, our product is manufactured for full closure in the upward position only. 

  Thank you,

  Rockwood Shutters