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:06/27/2023

  Type:Delivery 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.

  A purchase order for plantation shudders to be installed in the three bedrooms was made on October 12, 2022. Lead time was estimated at 10 to 14 weeks. A check for a 50% deposit ($1,250) was made on the order at that time. Salesperson on the order was ****** (the Owner).After no further communication was received from company, I contacted them on April 3, 2023 to request order status. After no response was received, I contacted them again on April 12th; they requested me to provide them with a copy of the purchase order. I sent them a copy of the purchase order on April 25th; again no response was received from company. I contacted the company again on May 15th and requested an expected date for installation; no response to this request has been provided.It is now June 25th - over nine months since the order was placed. There has been no further communication received from the company since my May 15th inquiry. I can only conclude that the company has no intention of fulfilling this order.

  Business Response

  Date: 06/27/2023

  We replied to ****************** on 5/15 that his order would be expressed and a discount would be applied. Express orders take **** weeks with exus shutters. See attached correspondence on 5/15. 
  it wont let me attach it so please email me and I will forward it to you.

• Initial Complaint

  Date:03/13/2023

  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.

  On 11/17/21 I ordered 3 blinds. When the representative was in my home, I showed him a failing blind in my upstairs bath that was previously installed by Shutter Professionals, (I had many windows done previously to this recent order.) It was deemed that this blind would fall under warranty and he assured me that they would replace it. From that date to present I have been dealing with ****** and ******* at this company, mostly by text as to updates as to when I would receive the shutter. After many covid delays, an installer came out to find that ****** had ordered the wrong shutter for the bathroom. She had picked up the measurements of another bath that I had a shutter in. They told me they would have a new one made and install it once it came in. This was November 28, 2022 when they confirmed that the new shutter had been ordered. On Jan 31, ******* texted me that ****** would call to schedule my installation. Several texts later to ******* and ****** and still no appointment for installation. This has been ongoing for almost 1.5 years. ****** last text is they didn't have any jobs in my area but was working on the schedule for next week. That was Feb 14. I have contacted them too many times to count. 15 months! I want my shutter installed. It is sitting in their warehouse.

  Business Response

  Date: 03/13/2023

  Your shutter will be installed by next week. I apologize for the delay as its inexcusable.

  Customer Answer

  Date: 03/17/2023

   
  Better Business Bureau:
  
  The shutter has been installed but a trim piece or caulking is missing at the bottom of the sill.  I have sent pictures and explained to vendor and am awaiting response. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/25/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Ordered shutters on 4/16/19. They were installed approximately 2 to 3 months later. There were no issues. In about mid-2022 our windows needed to be cleaned. We only then realized that the salesperson who took the order and measurements never took into consideration that it was a brand new house with double paned windows which should have been able to be tilted and cleaned. We were also having issues with a few panels that were not closing properly. We immediately called *************************, the sales person, whose phone just rang out. At this point we called the company. After several calls ****** answered and said that she was dealing with some family issues and apologized. She was very professional and set up an appointment for ***** to come to our home. When ***** arrived we showed him all of the issues. He was able to fix a few but said he would notify the office as to the panels that were still problematic and the fact that the windows could no longer be opened in such a manner to be cleaned. After waiting for about 1 week we did not hear back from the office. We once again called ****** and she said that ******* will be contacting us to come out to our home. After several texts, calls and emails ******* finally came to our home on 10/12. She apologized for all of the delays and explained that they had several personnel issues which they were trying to work through and resolve. She inspected the windows and agreed to replace all of the windows except for the garage where she would replace 1 or 2 panels. She said it will take 10 weeks or less since it is a replacement and not a new order. She also did not redo any measurements because she said she will reuse the original ones. She had us choose the molding and she left.On 12/1 we sent ******* and ****** an email asking the status of the replacement shutters. On 12/5 ******* texted that everyone was out with the flu and she will contact us soon. As of today 1/26 no answers as to the replacement shutters.

  Business Response

  Date: 01/25/2023

  *****************,

  your shutters will be replaced but, you must be patient. Please understand you cant simply accept installation of a product in 2019 then 3 years later expect full replacement and use the excuse you didnt know your windows tilted in for cleaning. Ignorance is not an excuse. You signed a contract and loved your shutters. No other shutter company would even address this issue 3 years later much less even offer to replace them. And to top it off you file a complaint with BBB which hurts our business..  prices of shutters have gone up 40% since 2019 by the way. 

  Customer Answer

  Date: 01/26/2023

   
  Complaint: 18895466
  
  I am rejecting this response because:

  We need a date when we can expect to have these replacement shutters installed. This has been going on for months and we cannot get anyone to give us answers. I understand that you will replace them but we need a firm date. Thanks.
  
  Sincerely,
  
  Jaihindra (***) ******

  Business Response

  Date: 02/22/2023

  ****** RTA is March 26th

  Customer Answer

  Date: 02/27/2023

   
  Complaint: 18895466
  
  I am rejecting this response because:
  We do not understand what ****** ETA is March 26 means. If it means that March 26, a Sunday, is the date that Shutter Professionals will remove and reinstall all new shutters inside of our home and repair the garage shutter we will be glad to accept rather than reject. However, if this is not what it means could we get a clearer understanding. Thanks.

   

  
  Sincerely,
  
  Jaihindra (***) ******

  Business Response

  Date: 03/08/2023

  This response was taken verbally by BBB:

   

  We apologize for any confusion on our last response. The 26th is the *** when the manufacturer is to have the products to us. Once received we will reach out to you our customer to schedule an appointment for installation.

  Customer Answer

  Date: 03/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Thank you for the quick clarification. We look forward to hearing from you with an installation date.

  
  Sincerely,
  
  Jaihindra (***) ******

  Customer Answer

  Date: 04/18/2023

   
  Complaint: 18895466
  
  I am rejecting this response because:

   

  This response was taken verbally by BBB:

  On February 22, the business responded to BBB indicating the 26th. They clarified this response on March 8th indicating that the 26th was the *** on when the product would be delivered to them from the manufacturer and they would call me to schedule installation once they received it. It is now April 18th and not only have my shutters not been installed, the business has not made any attempt to call me to communicate any updates or status regarding any further delays. 

  
  Sincerely,
  
  Jaihindra (***) ******

  Business Response

  Date: 06/15/2023

  Due to the circumstances we will replace ****** shutters on our time. The customer called almost 3 years after installation which is not reasonable to expect. Out of the goodness of our business we will eventually replace them. The current shutters are custom made and we made them to the agreed upon contract.  For BBB to threaten suspension over this is unacceptable too. If youd like I can send you the ordinal contract that was fulfilled. Customer just has regrets for how they had them built 

  Customer Answer

  Date: 06/15/2023

   
  Complaint: 18895466
  
  I am rejecting this response because: As I mentioned before the installation of the shutters were fine up to the point that we needed our windows cleaned and found out that the installed shutters prevented us from doing so. Due to Covid this was not possible until last year. We are seniors and did not want workers in our home during the epidemic. Immediately after Covid was better controlled we called a window cleaner and got the terrible news. This is a new home with new windows that have the capabiity of being cleaned from the inside by tilting. This is no longer possible.

  We immediately called Shutter Professionals and after several attempts finally got hold of ********.  After speaking with ******** it took several more weeks before ***** and eventually *******, the manager, came to our home to look at the various issues which also included a few panels that were not closing properly. When ******* finally showed up on October 11, 2022 she said she would honor the warranty and replace all of the shutters due to the fact that they could not be cleaned, as they should, and we were never notified by her salesman **** that this was going to happen. She said she will not bother fixing the problem panels, except for the garage window, which was installed correctly and can be cleaned but has problem panels, and that she would order the new replacement shutters. She indicated that we should have had a delivery on or before 10 to 12 weeks since they were replacement shutters rather than new ones. She said she did not need to re-measure because she had all details from Deans original order. I questioned if the new molding size, due to the correct replacement panels, would be a problem with the measurements and she assured me that it was not. 

  After not hearing from this company at the 12 week *****  I contacted both ******* and ******** in December.  ******* responded that everyone was out with the flu and she will get back to me soon as to the status of our replacement shutters.

  On 1/11/2023 after still no response from **************** reached out again to both ****** and *******. After still no answer on 1/25/2023 I contacted the BBB. With the help of the BBB Shutter Professionals finally responded that the shutters were ordered with an expected delivery date, to Shutter Professionals, of 3/26/2023.once they received the shutters someone will contact me to determine an install date. At that point it sounded reasonable but as usual this date came and nothing happened. No one contacted us and before todays communication we had not heard back from this company. This is clearly a problem with the folks at Shutter Professionals who have NOT honored their lifetime warranty and continue to be unresponsive to the problem they have created. 
  

  We cannot be waiting indefinitely. We first reached out to this company in June *************************************************************************************** August 2022 and ******* in October 2022. The delays are just too much at this point in time and this problem needs to be resolved ASAP.  It is not a matter of me/us having a change of heart or whatever you claim. It is simply a matter of bad salesmanship and deceit. I have already paid for the shutters, had them installed and was happy until the problem was uncovered. So your assumptions are baseless.
  

   Thanks to the BBB for getting this company to respond since they have no regard for their customers and their warranty.

  
  Sincerely,
  
  Jaihindra (***) ******

  Business Response

  Date: 07/24/2023

  Shutters have been reordered even though current shutters in the house were accepted 3-4 years ago and are now unusable. Will send confirmation number. 
  Installation and removal of existing shutters will be the homeowners responsibility or our installers can do the labor for ****** paid directly to then.

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 18895466
  
  I am rejecting this response because: it does not comply with your stated warranty in addition to the fact that you are now seemingly going against several of your own verbal and written communications some of which can be seen in this very thread. You have repeatedly said that you were sorry for the numerous delays in coming to own home and once you finally visited, in October 2022, you apologized and said that you were going to honor the warranty and order replacement shutters for all of the windows except for the garage which you will order a few replacement panels.

  This was 9 months ago so for you to claim that we were happy for 3 to 4 years is very far from the truth. You need to remember that we were in a pandemic for most of 2019 through 2021 whereby we could not have attempted to call window cleaners into our home. We are seniors and were extremely high risk at contracting COVID. It was not until the pandemic was much better that we were able to call in window cleaners and this is when we found out that there was a problem. We immediately called your company and was unable to reach anyone for several weeks. When we finally got ****** it took several more months before ******* came to our home in October 2022. Upon leaving this day she said that she was going to order the replacements and they should be here in about 10 to 12 weeks. We asked about measurements and she said it was not necessary since everything was on file.

  These replacement shutters were obviously never ordered since in this very thread, as of 2/27/2023, they were supposedly reordered with an ETA of 3/26/2023. This date also came and went with no phone calls and no shutters. Ww are once again seeing as of yesterday 7/24/2023 that replacement shutters were being ordered. Is this really true since there are no further details as to the order? What exactly is going on and who is really delaying this process with unscrupulous business practices and delay tactics? Certainly not us.
  

  This company needs to be more honest and forthcoming realizing that your salesman was deceitful and never represented the fact that we would never be able to open our windows as originally intended. The company and its management need to honor the warranty it provided us and which is boldly displayed on your webpage. These procrastination tactics and now very clear and obvious. 
  

  This situation needs to resolved ASAP with and exact replacement and installation date. If this cannot be achieved we will be willing to accept a 100% refund of what we paid and we will find a more reputable company to deal with so we can have our windows working the way they were built to work. Thanks.

  
  Sincerely,
  
  Jaihindra (***) ******

• Initial Complaint

  Date:01/17/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 agreed to make my 2nd purchase from Shutter Professionals on 9/30/21. Shutters were delivered end of January 2022. I noticed that my guest bathroom shutter was a 2 panel when I specifically remembered ordering a single panel. I asked the installers who said that the 2 panel was correct based on the shutters on other windows of that side of the house. After 3 days, I checked my contract paperwork and found that I had agreed to a single panel shutter. I contacted Shutter Professionals and was sent an apology on 1/28/22 via text and that they would order the replacement panels. On 4/26/22 I inquired with ****** as to the replacement status. I was advised that a relative was in the hospital. 5/5/22 I inquired with ****** again to which she said the installer would call me to make sure we were on the same page. 5/9/22 I reach out again to ****** to tell her I didn't see a point in having the installer contact me unless he's coming to install the correct shutter and fix the issues from prior. She insisted on calling the installer and that he would be the one to communicate to ******* the owner, as she handles the ordering and that she had been out of the office. I then was told that ******* handles the reorders. After some back and forth, I was told the day I called 1/28/22 was the day her relative was hospitalized and my replacement was never ordered. I was informed via text on 7/15/22 that my order had shipped. I responded on 7/20/22 inquiring and received no response. 7/21/22 nothing. 7/22/22 I was told it had arrived at their warehouse. Installers came out on 8/29/22 with the replacement shutter. On 8/30 I reached out to advise that they used the same frame as the double panel and that there were several drill holes that were unacceptable for a single panel and that 2 slats were damaged and not painted in full. I was sent to *******. 9/7/22 I was given *******'s direct line. I received a response on 9/19/22 that a whole new shutter was ordered. Where's my shutter?

  Business Response

  Date: 03/22/2023

  That shutter was installed and ***** was not happy that due to changing his panels there were filled holes. Second remake will be here by 4/16

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 18824263

  
  I am rejecting this response because: SP ordered a double panel when the contract was for a single panel. In an effort to be cheap, they attempted to use the same frame (Double Panel) for the replacement single panel leaving multiple holes when they should have made good and ordered the entire frame and shutter. On top of which, the replacement single panel was not painted properly or in its entirety. I've been told numerous times that the replacement is on the way going back as far as September of 2022. These people lie with impunity, and I have no reason to believe them now. I will not agree to close this complaint until the shutter is here, satisfactory and installed. Anything less will end in small claims court.
  
  *****************************

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 18824263
  
  I am rejecting this response because:

  This response was taken verbally by BBB:

  The business sent me a text message on Tuesday to schedule an appointment to replace the slats. When I responded "what about the frame" their response was "What frame" and then "Nevermind, I see it". I was told they would get back to me. Since then I have not heard back from them. The business needs to schedule an appointment when they have all materials (frame and slat) and are able to complete the job all at once.

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/15/2023

  We have half of the replacement parts which he is aware of. Wanted to wait for both parts. If he doesnt want to wait any longer Ill refund the cost of the one window 

  Customer Answer

  Date: 06/15/2023

   
  Complaint: 18824263
  
  I am rejecting this response because:
  
  

  While I appreciate the offer, I would have asked for a refund if that is what I was seeking or willing to accept. I have a whole house of shutters from your company and have no interest in having one of them subpar. Per of our last correspondence via text message on 4/18, you were checking to see if the factory sent it because "sometimes they send parts separately." and that you would get back to me ASAP. We are now approaching 2 months later (10 months in), and I would like an honest status as to the disposition of the replacement frame.

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

  Business Response

  Date: 07/24/2023

  New shutter has been ordered

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 18824263
  
  I am rejecting this response because:
  

  I've been told this several times since September of last year. The complaint will remain open until the shutter is delivered, installed and satisfactory.

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