Business ProfileforHunter Douglas, Inc.

I am submitting this complaint to express my dissatisfaction with the warranty and repair/replacement process provided by Hunter Douglas. While I appreciate that they honored their limited lifetime warranty policy for repairs, I encountered significant challenges when seeking a replacement for my rear tilt shutters. The replacement only became necessary because Hunter Douglas discontinued producing the 'rear tilt' plantation shutters we purchased in 2017. Here are the details of my experience:Repair Process:On two previous occasions, I utilized Hunter Douglas warranty for repairs without any issues. They promptly addressed the repair needs without requesting additional information such as photos or a statement regarding the cause of damage. This straightforward process aligned with their warranty contract, which explicitly states that repairs and/or replacements will be made with similar parts or products. Hunter Douglas provided new slats and the pins/bars needed for the repair and sent these items with an installer for immediate repair. Replacement Request:Recently, I needed another repair for my rear tilt plantation shutters. The shutters needed the repair for the same reasons the previous repairs were needed- the pins and bars pop out of the slats with normal use. However, the repair process became markedly different.Hunter Douglas requested photos of the shutters and a statement explaining the need for repair. This sudden change in requirements was confusing, especially considering our prior experiences with repairs.We complied with their requests and provided the necessary information. We were also made aware, at this point, that our rear tilt shutters were no longer being produced and replacements would be required since they couldn't produce the slats and pins/bars.Denial of Replacement:Despite our efforts, Hunter Douglas denied our request for repair/replacement. We appealed their decision but were told again that 'management' will not provide the necessary replacements. This denial contradicts their warranty contract, which explicitly promises repairs and/or replacements using similar parts or products."The inconsistency between the repair and replacement processes has left us frustrated and disappointed.Desired Resolution: I kindly request that Hunter Douglas reevaluate our repair/replacement request in alignment with their warranty terms. As a loyal customer, I believe we deserve fair treatment and adherence to the warranty provisions.Conclusion: While repairs seem to be honored under the limited lifetime warranty, the same cannot be said for replacements. I urge Hunter Douglas to uphold their commitment to customer satisfaction by ensuring consistent and transparent processes for both repairs and replacements.Thank you for your attention to this matter. I trust that the Better Business Bureau will help facilitate a resolution that benefits all parties involved.Sincerely,*************************************