ComplaintsforSignature Shutters of Houston

• Initial Complaint

  07/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  Greetings, I need assistance with settling a dispute and recovering a refund of monies that were paid on my credit card. My Complaint IS about Signature Shutters Of Houston. Long Story Short, I Hired this company after shopping around with several other competitors to install very expensive patio shutters for my home. Rich was very attentive in the beginning. He was shrewd at shooting the competitors down to gain my business. After he secured my 4800.00 down payment the service has been downhill ever since. (Screen Shots of text messages and emails can be provided.) My Complaint IS AS Follows: I Made a 4800.00 Good Faith Payment on a ****** **** Prior to Getting Approval that the Company Accepts Credit Cards as a form of payment. I was advised that i would be getting a phone call in a few days from the Installation and Electrician Team to take custom measurements. No One Ever called me back. I Reached Out to Rich via Text a few weeks later voicing my complaint. I asked since there was a delay could they expedite my installation Rich Ignored My Inquiry. I went ahead with the Project for Peace Sake because I Really wanted this project done for family entertainment This Summer. In Addition to the Chaos, I was informed that they were having Internal Software Issues- Glitching and that my method of payment was Invalid. Which IS NOT My Fault. I Suggested a Work Around to them Since this was an INTERNAL ISSUE. My Inquiry was Ignored, UPON Installation A part was Missing and the Job was incomplete. I Reached Out Verbally and Via Text to several people at the company including Rich Asking if they could have the part Expedited. I advised them that the Right Thing to Do IS TO Get me my part as soon as possible since I had another event scheduled and to avoid further Inconveniences and Delays. Rich and Vicky Ignored My Inquiry AGAIN and FAILED to Reply Back. I Also Expressed My Dissatisfaction with Gaps that are in the shades causing the shades not to shut all the way. That Inquiry was IGNORED Aswell. Now, That I Am Over and Sick Of It!! I Am Being Labored AS the Angry UNETHICAL INDIVIDUAL BY Rich. I Contacted them and asked them to provide me a Full Refund. (Screen Shots of Text Messages and Emails Can Be Provided) Respectfully

  Business response

  08/08/2023

   We had problems processing her $4,800 down payment from the beginning. She had to split it up on three credit cards. The measurements and electrical were done in a timely manner. When the shades arrived again in a timely manner and were being installed one of the units was missing a weight bar from the factory. It was ordered immediately. We asked the customer for a 90% payment to hold back some money for the completion of the project. She was agreeable and in fact told us to use some of the money to overnight it.   We received the missing part in 5 days as it had to be powder coated and it came on a Monday. When we called the customer to schedule the appointment the customer was very upset because the credit card that she gave us to pay off the balance was a ******** card that wasn't compatible with our industry. She tried to blame it on a glitch on our **********. I tried to explain to here why wwe couldn't use it and she simply would not listen and hung up on me. 

  She is now trying to get a 100% refund of her deposit so that she can get these customized power screens for free! She signed off on a completion certificate approving all of the work with the exception of the missing weight bar. 
  

  Customer response

  08/08/2023

  Please view the attached supporting screenshot documents of delayed and ignored text messages that i sent to Rich and Vicky Expressing My Dissatisfaction with the service.

  These attachments supports my claim. Thanks.

• Initial Complaint

  02/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We ordered an electric screen on 8/13/2021. We were billed for half of the price $1,925 which was charged to my credit card on 8/20/2021. It was originally going to take 4-6 weeks for the unit to be delivered and installed. I spoke with Chris, the owner mid December and he said it was due to arrive 12/27/2021. I received two more calls mid January stating it was delayed but due by end of January. I spoke with Chris 2/9/2022 and he confirmed it arrived and would be installed at 9am on Friday, 2/11/2022. When no one showed, I called and was told that "they had a problem with the installer" and we had to reschedule. I told them I don't believe them and want to speak with Chris, the owner. They put me on hold and never came back on the line. After waiting 10 minutes, I hung up and called back and got Chris. He said the screen hasn't arrived, and was due on Monday 2/14/2022. I don't believe him, he's lied continuously, and I entered a dispute with my credit card company. I called the sales rep who sold us the screen, and he has left the company. I was made to believe it's because the screens he was selling, aren't getting installed. This company has to be stopped from taking money from consumers for a product they can't install.

  Business response

  03/11/2022

  We deal with 100's of customers per year and have very few complaints. We have been deeply affected by the supply chain and employment issues in our country, and this is clearly a miscommunication between the consumer and our organization. We have extended an apology and attempted to remedy this situation to the best of our ability. We have already begun the process of refunding her fully. 

  Customer response

  03/11/2022

  [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.  
  
  
  
   
  

• Initial Complaint

  01/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  One of the motorized shades purchased for out patio was stuck on one side. I had to physically manipulate the shade to get it to work. The company or representative are not accepting any calls. Just purchased the shades in July 2021 and they are still under warranty.

  Business response

  02/04/2022

  I have an office phone with a voicemail and my cell phone that are answered at all times by myself and my staff. I know the seriousness of poor customer service and how it can affect a company's reputation. Mr. Dull has already been contacted by my lead installer to make an appointment to fix the issues with his motorized shades. 

  Customer response

  03/07/2022

  
  
  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.  
  
  
  
   
  

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