Cannot get repairs on storm shutters bought and installed by White Aluminum.
My husband and I purchased Roll-a-Way shutters from White Aluminum in Leesburg for $49,306.00 - payments made in three installments: 1) $4,840.00 dated April 9, 2007, *************** check # ******) $7,400.00 dated May 7, 2007,**************** check # **** 3) **************** check #**** dated August 15, 2007 , $37,066.00 contract # ******. They did a great job installing them and, up until now, the shutters have worked great. We use our shutters every day, not only for storm protection but for energy conservation. We are seniors on a limited income and this was a very large investment for us ($49,306.00). We never anticipated having any problems with the shutters, but on July 20, 2015 two of our large motorized lanai shutters would not go up or down. We called White Aluminum on July 21, 2015 to come and repair them. We learned that the Roll-a-Way Company (the manufacturer of the shutters) had gone out of business and that the original contractors who had installed the shutters for us were on a job in Jacksonville for about three weeks. We asked that we be scheduled with them when they returned to Leesburg, but were told that this was not possible because of their very tight schedule. White Aluminum did send two people on July 28, 2015 to come to our house and see what the problem was. However, the time they were scheduled to come, we were having a torrential downpour and they were unable to go outside to evaluate the problem. They said they would call us back so we could be rescheduled. Almost four weeks have past and no one has called. My husband has made two trips to the White Aluminum Leesburg office to try to get some help. Each time he went, the schedulers were in the field and he couldn't talk to them. He left messages for them, but has gotten no response. He has also left several phone messages at White Aluminum's scheduling department asking for help to be put into White Aluminum's Schedule for shutter repairs. No one has contacted us. I called last Friday, August 14, 2015 and left a message that we needed our shutters fixed before the heart of the hurricane season. I too have been ignored. We have waited almost four weeks for a reply from White Aluminum in Leesburg to reschedule and repair our shutters. But, no one has contacted us. Now we are getting into the heart of the hurricane and storm season with our house unprotected. White Aluminum is very overscheduled and cannot or will not fit us in their schedule. Up until now, we have been very happy with their service, but this is totally unacceptable when we can't even get a response from them for help. White Aluminum sold and installed the Roll-a-way Shutters for us and, now that the Roll-a-way Company has gone out of business, we have no where else to turn for repairs. We are two seniors citizens who have made a very large monetary investment ($49,306.00) in these shutters. We use our shutters every day for energy conservation and protection and we need them to good working order.
We need White Aluminum to fulfill their responsibility and make repairs soon as possible.
We want White Aluminum to schedule and repair our shutters as soon as possible. It is so frustrating to be ignored like this especially since White Aluminum is the only place to turn for repairs. We remember what the hurricane season of 2004 was like that is why we have invested so much of our fixed income ($49,306.00) on our Roll-a-Way Shutters. Besides not being able to use the shutters to save energy, we worry that another big storm is going to hit us since we are long overdue...and we will be unprotected. White Aluminum needs to greatly improve their customer service and help us. We are frustrated and tired of being ignored.
During this week we have responded and taken care of the issue concerning the shutters for the homeowners. White Aluminum & Windows takes service to our existing customers seriously. We always strive to earn their business for life. We have addressed the internal process with followup with our service calls and we feel these changes will improve on our current service timeframe. As of this time White Aluminum & Windows considers this issue closed.
On Wednesday, August 19, 2015, White Aluminum sent someone to our house to repair our shutters! I am very happy they came through and did a wonderful job. The problem has been resolved.