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:08/15/2024

  Type:Service or Repair 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.

  transaction date 1/25/2017 Plantation Shutters in two bedroom.One of the shutters are falling apart from closing and opening because it's not installed correctly I believe. Avalon Shutters sent an inspector to take a look.They called to inform me that they could do anything because the damages is due to water moister.I do have more than 15 plantation shutters at the same building from the same company and one shutters have this issue. We live by the beach however, it would be other shutters damaged as well however, it's NOT. Only one shutters in one bedroom apartment 308.

  Business Response

  Date: 08/28/2024

  In response to the issue with the shutters for address ***************************************************) - there are 3 shutters installed in this unit and 2 of then were exposed to water or moisture (most likely when it was raining and the window was not closed).   This was inspected and reviewed with Building President *************************.   Unfortunately this is not covered under our warranty and not considered a manufacturing or installation defect.   Avalon has installed shutters in 35 windows of this building in 10 different Units (#***, 107, 108, 201 , 203, 205, ***, 208, 209, and ***).   There are 2 units that have been exposed to water or moisture to the extend of causing damage to the shutters.   Unit #*** and Unit # ***.   We communicated with the Building Pres Nassir to offer a replacement cost for the shutters that have been damage and are not a warranty issue.   ****** was not pleased with the inspection results and expressed that we would be hearing from someone and we were not going to like it.  Avalon Shutters has been manufacturing and installing shutters for over *********************************************** our manufacturing and installation.   We are still happy to work with ****** and the individual home owners of the different units to resolve their damaged shutter issue.

  Customer Answer

  Date: 08/29/2024

   I am rejecting this response because:
  The damages very clear is not a water damages at all. The damages appears to be from insufficient installations. Looking into my records, it shows that I hired Avalon Shutters to remove the shutters in order to replace both bedrooms windows. Avalon Shutters were hired to remove and reinstall shutters after window was replaced. They were paid $300 for that job. Damages looks like shutters were not closing properly and panels were hitting due to use. Please see pictures. The statement from Avalon Shutters that they offered to replace both bedrooms is correct however, I will pay for the costs. That is no compensation. Avalon shutters should replace both bedroom shutters and indoor the costs. 

  Business Response

  Date: 08/30/2024

  We understand the response and issue of the panels not closing correctly into the frame and having paint rubbed off and damage to the ****** of the shutters where they meet in the middle.   However this is a symptom of the water exposure and wood swelling from this expose to cause the panels to not longer align in the middle.  The swelling of the components will cause the panels to rub on the bottom frame and if they are forced close without carefully lifting them into the frame, this will cause the damage shown in the photos from the inspection appointment.   There are more photos attached showing the dried water spots on the shutters.  We are more than willing to work with the customer and try to reduce this repair cost as much as possible, but this is not a warranty issue, and there are 35 windows in this building and we cannot do this repair or replacement as no cost.   We do appreciate their business and they have Avalon Shutters in many different units.

• Initial Complaint

  Date:07/10/2023

  Type:Service or Repair 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.

  Deceptive sales practice and wrong product delivered and installed. Contacted company via Home Depot. Told them via email I was looking to match what I have. Saw options on Home Depot that match what I have now. Rep came out and didn’t show me options. Just said yes he had a match and showed me colors. Found one almost identical. For some reason can’t match exact color- didn’t explain why. But promised it’s same as what I have. I explained it’s a picture window- so want to still see entire view. Product that came is yellow and outer area diff from shutters. Very clearly diff color than what I have. Also he sold me wood and my current are not wood- so upsold me for no reason. I told installer I don’t like this and he installed anyway- told me to call and they will fix. Manager said she will call back- never did. Called Home Depot manager and he said he will call- never did. I do a lot of projects and business. I never had any sales person come who isn’t trustworthy. I believed this guy. They will install whatever they want and not look back. I would love to return the entire thing and get my money back: horrible company with deceptive sales practice. Take advantage by giving you 100 things to sign. A real business wants a happy solution- not a bloated sale: wrong!!!!

  Business Response

  Date: 07/26/2023

  Avalon has spoken to this customer several times.   Customer was quoted a custom shutter project and all details were reviewed and gone over with her and she signed and initialed in all areas.   Her main complaint is that she doesn’t like the color she chose.  She was shown our standard colors and also told she could order a custom color match but she declined because she did not want to pay for the color match fee.

   

  This customer has contacted all social media avenues to give false information regarding her order and how we conducted business.   We have a very thorough ordering process due to our custom nature and she even complained to you, the BBB, that she had so many things to sign.  This is to assure she clearly understands what she is ordering and paying for, not to take advantage of her.  We do not pick the color or try to convince her that the color would match her existing.

   

  Attached is her order with all the details broken out, including price and additional fees for her order.   She also initialed on her order what color she ordered and signed that she is ware that her shutters from AVALON would not match the shutters she has in her home from another company.  We take pride in making sure we go over everything with the customer.   We have physical samples of all our products and colors.

   

  The customer keeps stating that she is looking at the online shutters and pricing, but we are not an online product.  We do not offer our shutters online and she is comparing us to a different company.   She is a Home Depot customer, and we are the vendor.  She went to Home Depot to complain both online and called the store, they are able to see that she ordered the full service installed shutter program, not the do it yourself from online which she is now trying to compare her order to.

   

  The only way Avalon can change the color of the installed shutters is to remove them and return them to the factory for a custom color match and refinish them.  She was quoted a price for this and declines to move forward with a color match resolution.

   

  Thank you,

   

  ****~

• Initial Complaint

  Date:08/10/2022

  Type:Service or Repair 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 purchased from Avalone shutters , shutters for my living room and family room and I requested nice frames for the shutters but on my sliding door there is no frame and I also requested frame for my side door and they did not install a frame all the windows have frames I am pleased with the windows but at this time the job is incomplete I have reached out to the management but my calls are not being returned if they cannot complete the job that I requested upon purchase from them I need them to remove the shutters and return my money and allow me to find a contractor that can dissatisfied with this company they gladly deceived me and took my money so I want them to make this right and complete thank you.

  Business Response

  Date: 08/29/2022

  Email was sent with attachments - i was able to access my BBB account so I am responding here too.

   

  What
  this customer is trying to describe is not unfinished work, but that he ordered
  shutters for both his windows and his doors.  The frame options for the
  shutters on the windows is different than the frame options for door
  installations.  We do go over this with our customers at time of sale and
  also have them sign documentation explaining what they are getting along with
  photos and images that we require the customer to signoff on.   I
  have attached this order and on pages 6 and 7 are the application sign off
  sheets for what Mr. ****** has ordered.
  
  We
  have spoken to Mr. ****** several times; his calls are not going
  unanswered.   He is just not understanding that what he is requesting
  for his shutter order is not an application available and that we went over all
  the options at time of his order before we built his custom shutters.  Per
  the complaint below, Mr. ****** is requesting that his shutters be
  finished.  This shutter order and installation is completed.  There
  are two attachments showing shutter installation completion and forms being
  signed that the Installation was completed to the satisfaction of the
  customer. 

  Customer Answer

  Date: 08/31/2022

   I am rejecting this response because: I was being ignored and the job is incomplete I had a verbal agreement with the designer she said I would have frames on all of my doors and we went through the contract together on her lap top and I did not receive a copy of our agreement until the date of installation and upon that date I found out I was not getting frames on all my windows so the installer said for me to call the manager and I did call but no answer so I called the designer told me that how they come but I disagree and want them taken out of my house and refunded I did not receive any documentation until date of installation . Just come get your unfinished merchandise I have found a company that will give me what I want and how I want thank you