We purchased plantation shutters for our house but when they were delivered they had been incorrectly made and now the company won't refund our money.
We hired Advantage Shutters to make plantation shutters for our house and paid them a 50% deposit but when the shutters were delivered we saw they were incorrectly built, because the wooden parts did not fit together properly, as the company owner ****** **** admitted to us after he looked at them, and we told him that we need our deposit back, but he said that his wife handles the refunds and that she would call us, and then she called us but said she would not refund our money, and she asked me to let them remake the shutters, but I told her that we do not have any confidence in her company to make them a second time the right way and said we need a refund, but she started arguing she would not refund our money. I tried to talk with her but she didn't want to listen, so I told her that I was not going to argue with her, then she started talking angry, so I repeated to her that I would not argue and that I would file a complaint with the Better Business Bureau, and she still would not listen so I told her there was nothing else to talk about and hung up. Advantage Shutters took about 5 weeks to build the shutters but they were NOT properly built, and we should not be penalized because they made the shutters wrong, and we do not want to give them more time to try again to make them the right way, so they need to refund our money, especially since now we must pay to have our window trim and paint repaired, (in our NEW house), because Advantage Shutters attached their defective shutters and then removed them and they left the window trim and paint badly damaged.
Advantage Shutters owes us a refund since their shutters were defective.
On Nov 6th, 2014 ***** ***** placed an order for our entry level, flat louver, Traditions shutters. He requested a custom paint match and provided us with the paint dip. Mr. *****, signed and dated his contract, which included an Acceptance of Proposal and color policy and a customer awareness list and the statement that the deposit was not refundable due to the custom nature of the order. Upon completion of the installation of the ordered shutters on Dec. 11th, Mr. ***** complained to the installer that the color was not right and that the louvers did not close uniformly with the same amount of light gap. I spoke to the customer and explained that wood has imperfections and will not be exact along each louver line. I told the installer to bring all the panels back and that we would replace any louver that had a warped appearance. Due to the width of the customer's panels, there could be a perception of warpage that is not actually there. I told the customer that they signed off on the color sample and we would not repaint the shutters. I, also, let them know we would not refund their deposit. The contract clearly states that once the job has material allocated, that there is no cancellation and that the deposit is not refundable. The sales person showed the customer both the entry level Tradition flat louver with bull nose frame sample and the upgraded Classic elliptical louver panel with sq beaded frame sample. The customer chose the Tradition Flat louver shutter with bull nose frame for three rooms. The Master bdrm has a triple window and when the frame and shutters were installed, the T-Bars did not match up to the mullions evenly on the window due to the window being out of square. We offered to modify the Tradition shutters to an inside mount to hide this defect in the bedroom windows, at no additional cost to the customer. Mr. ***** asked and was given a quote for upgrading his order to the Classic shutter and with a new paint match from a new sample. Mr. ***** agreed to pay the price difference in products and we were willing to apply his previous deposit to the new product order. Mrs. **** went over the new contract extensively with him and Mr. ***** indicated he was going to send the contract with the new paint sample to our PO Box in Franklin, TN . Mr. ***** indicated he had a painter coming to repaint his trim and needed us to remove the frames since the Classic frames would be a different style. Mrs. **** set up an appointment for the removal of the frames for Jan 8. On Jan 6 Mrs **** emailed Mr. *****, since we had not received his new contract, to see if he still wanted us to remove the frames. He indicated yes that he did and that he wanted us to make the new shutters. After the removal of the frames, Mr. ***** called ***** **** and when Mr. **** got back to him on the 13th of Jan, Mr. ***** requested a refund of his money and said he did not have any confidence in our company satisfying him with our shutters. Mr. **** told Mr. ***** he would need to speak to ***** ****, the financial partner, regarding that request. When Mrs. **** spoke to Mr. *****, she asked him to look at his contract, which he did not have available, and see that the contract did not allow for refunds due to the custom nature of the product. Mr. ***** proceeded to let Mrs. **** know that if Advantage Bldg Components, LLC refused to give his deposit back, he would file a complaint with the BBB. Mrs. **** ended the call by asking Mr. ***** to call her when he found his contract.
At the time of installation, we attempted to appease the customer by taking all 7 panels back to our shop and to replace any louver that looked like it might not be straight. The customer, after speaking to ***** ****, indicated he might want to upgrade his order to the Classic shutters, so the original Traditions order was not reinstalled at that point. Mr ***** was sent a new revised contract via email by Mrs. **** on Dec 17th, 2014 and she followed up with a phone call to review the new contract. Mr. ***** verbally agreed that he would be sending in the new contract with a new color match. We have not received the contract or color match from Mr. ***** as of this date. We have been proactive in trying to appease the customer, but we are concerned that is not possible.
(The consumer indicated he/she DID NOT accept the response from the business.)
Mrs. **** is not telling the truth and knows it. I clearly told her: (1) the shoddy construction of her first shutters made them unacceptable, (2) the shoddy construction of her first shutters caused me to lose confidence in her company to try to build them a second time the RIGHT way, and (3) that she needs to refund our money. The shutters were NOT built the right way, because the wooden parts did not fit together properly. Mrs. **** simply ignores these facts: (1) her company promised to deliver a product they did NOT deliver, (2) when their shoddy shutters were delivered I immediately called Mrs. **** and told her that they were unacceptable, and to remove them and to remove the frames, and (3) that she told her installer NOT to remove the frames. Mrs. **** continues making statements that are untrue, including she did NOT "offer to modify the shutters at no additional cost." I did NOT "agree to give her company a second chance to make the shutters right" (proven by the fact that I did not sign her second contract). Mrs. **** pretends the problem is something different from the fact that her company's poor construction of the shutters created an unacceptable product which looked like the work of a beginner. If Mrs. **** had correctly built the shutters then there would not have been any problem. Mrs. **** denies the facts including that she just does not want to give us our money back, and now we are forced to pay a contractor to repair the damage her company did to our window frames, and she still owes us the return of our deposit. It is not our fault that her company failed to deliver what they promised. Mrs. **** needs to do what is right and refund our money.
Final Business Response
Advantage Bldg Components LLC 's response to Mr. *****'s reply of Jan 24, 2105 is complete denial of any of his allegations. We reference back to our original response to his initial complaint.
The original response was accurate and did not contain any untruths.
Advantage Bldg Components, LLC produced the shutters Mr. ***** ordered. Upon installation, when Mr. and Mrs. ***** complained that some of the louvers did not line up as straight as they expected, we gave instructions to our installer to bring the panels back to the shop and we would replace any louvers that seems wavy. We would have replaced those louvers and taken the panels back to the ***** residence no later than Tuesday Dec 16th to put back into the frames that were left on the windows.
Mr. ***** asked ***** ****, an owner, for a price to up upgrade the order to our Classic shutters and we provided that to him by email on Dec 17, 2014. A phone call was made at a later date to Mr. ***** by ***** ****, an owner, and they discussed in length the contract. We were going to allow him to use his initial deposit towards a whole new order and pay the balance of the difference of the pricing of the two products. We did not ask the customer to pay for the product ordered plus the new order.
Advantage Bldg Components, LLC is very customer service oriented and we take our lead from the customer. The delay in getting either the original order with replacement louvers or the new upgraded order has been due to the inaction of the customer, not the company. Mr. ***** actually told ***** **** during a phone conversation to set up a time for the company to remove the original frames so that his painter could paint the trim a new color, that he wanted her to know that Advantage Bldg Components, LLC was the company he wanted to build his shutters.
We are not sure where the conflict has arisen, but it seems that this customer has told our company one thing and filed a complaint with a totally different scenario. Mr. *****'s request for a refund was not ever mentioned until approximately January 13th in a phone call with ***** ****, an owner. This was a big surprise to the owners since we had been told in late December or early January, by Mr. *****, that he was mailing a contract for the upgraded Classic Shutters along with a new paint sample to our PO Box in Franklin.
Please have Mr. ***** reread his contract, which he has a copy of, and point out to him the terms of the contract that disallow any refunds when material has been allocated and used.
Mr. ***** has had the opportunity to provide Advantage Building Components with the needed information to move forward with either the replacement of his original order or to place a new order for the upgraded Classic product. As of this date, Jan 28, 2015, Mr. ***** has not made a commitment to Advantage Bldg Components LLC for the company to move forward on either request from the company.
********* G. ****