ComplaintsforRedline Windows

• Initial Complaint

  11/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  THIS COMPANY PROVIDED FAULTY SUN SCREENS FOR MY HOME, THESE SCREENS WERE MEASURED IMPROPERLY AND DID NOT FIT. WHEN CONTACTED , THEY REFUSED TO REWORK ,OR REMAKE THE SCREENS AND OFFERED A REFUND. ***** FROM REDLINE SCHEDULED A PICKUP FOR THIS RETURN AND ONE DAY PRIOR TO THE SCHEDULE A SERVICE TECH TRESPASSED MY PROPERTY, REMOVED THE SCREENS, AND I STILL HAVE NOT BEEN REFUNDED ANY AMOUNT. THESE SCREENS WERE PAID FOR IN FULL AND AS OF THIS POINT ARE CONSIDERED STOLEN. THE MANAGER WAS CONTACTED AND WAS NOT HELPFUL OR HONEST. ( ******* ) , ASSURED ME I WOULD BE COMPENSATED. NOW MY ONLY RECOURSE IS THROUGH A COURT OF LAW. I WILL ENTERTAIN A POLICE REPORT AND FOLLOW THROUGH.... THIS COMPANY SHOULD BANKRUPT SOON.

  

  Business response

  11/13/2023

  (email sent to ***** 11/13/2023 - 9:27AM)

  Hello *****
  I wanted to reach out and see what exactly has gone on, I am very sorry for your experience and want you to understand I do not take these complaints lightly. I am not aware of the specifics of your job but I see there were two shade screens supplied, it appears they needed a center rail support due to size but that caused the screens to stick out further than you liked. Appears we picked up the screens on 10/27/2023 and a refund should have been issued to your per your conversation with *******. However, I do not see a credit so I completely understand why you are upset, I would be also!
  I also received the charge backs from our CC processor which again makes sense, we can do a couple things here and I want to make sure you are comfortable with the resolution. We can process a check for refund and have it delivered to your door, we can process a return on the CC today and it should hit your account quickly or we can allow your challenge of the charge to go through and itll refund in ***** days (not exact time table but you know how CC processors work).
  Please let me know which of these you are most interested in and please accept my apology for what should have not been a very hard conversation. I will learn from this and pass along to my staff.
  Thank you for your time in resolving this matter
  Sincerely,

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

  This was response to customer, i will allow them to choose what they want and execute from there. My internal accounting was not at work due to a personal matter 10/25/2023-11/1/2023 which is why i am assuming this got missed or overlooked. I understand the frustration of feeling taken advantage of so i do not fault ***** for being angry but we will resolve this immediately so they do not have any further frustration  

  Customer response

  11/17/2023

  First , Sir, your Manager *******, challenged me to make a police report with full knowledge that your Tech trespassed my property and removed items belonging to me in my absence, without my permission.

  ***** agreed to a schedule when I would be home for access. You violated our agreement.

  then suggested that a refund would be based on the condition of the screens.

  I have no comment on the screens condition since I was not present!

  then to not receive a refund on property I own, this action became a theft issue!!!

  your business model is disturbing and will be held accountable!

  good luck w/ that.

  

  Business response

  11/21/2023

  I am fully aware of the situation of the picking up of the screens, it was communicated to you that it was an incidental mistake of dropping the folder into the day prior to when we were scheduled there and was an honest mistake. I have tried to call you directly, sent you emails directly and have not gotten a response. I have no issue with the refund of your money and said in the email that i can have a check delivered to you to speed up the process but have not had any correspondence. 

  I completely understand your frustrations and i think they are valid, i also think that despite best efforts sometimes things just go wrong and what makes a company is how they respond too it. We had no problem getting the screens you did not like and refunding your money despite all sales being final. You see extremely focused on insults and trying to insinuate this was anything more than bad communication and a series of mistakes, we are human and we do make them. We are trying to solve your issues but your communication directly to myself has been nonexistent. I am willing to give you what you are asking for but you trying to escalate the situation doesnt feel like you are wanting a resolution, you just want to argue and i can not help in that area.

   

  please communicate to me directly or via BBB with what it is you wish to do and we will make it happen.

   

  Thank you

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

  Customer response

  11/28/2023

  Unfortunately for Redline, their real problem is customer Service.  I contacted the Manager ****,3 weeks  after not receiving a refund for poorly made screens, measured incorrectly and did not fit. He was not helpful in navigating this process , facilitating the refund, or holding employees accountable when scheduling an appointment. He actually challenged me to make a Police report when I complained!. Guess what ****, I will hold Redline Accountable. This BBB complaint is just the beginning. 

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