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Business Profile

Appliance Installation

Crume Installations

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 11 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/20/2022

    Type:Delivery Issues
    Status:
    Answered
    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.
    To whom it may concern:
    I am writing in regards to my experiences with Crume Installations *** **** *** *** *********** ** *****. Based on these experiences, I request that Crume Installations refund 100% of installation fees. The timeline of events below clearly demonstrate a repeated failure to provide the services they promised and that I paid for.
    • On September 14, 2022 my **** and I initiated custom window blinds order for our home. It took approximately 2hrs for ***** sales person to complete transaction. We were informed that Crume Installation would install out window blinds.
    • September 20, 2022 we called ***** to inquire because Crume Installation had not called to schedule installation as promised.
    • September 26, 2022 “*****Crume Installer” from Crume Installations arrived to measure windows. **** reluctantly put on mask after my **** explained that she was recovering from surgery and I have a preexisting illness.
    • September 29, 2022 we contacted ***** for an update on our order and was informed that *****Crume Installer did not enter the window measurements into the system.
    • October 10, 2022 fol****d up with *****-***** employee to complete the order with no success.
    • October 15, 2022 Left another message with ***** to complete the order.
    • October 16, 2022 visited ***** store to complete order. The manager on duty did not know how to complete the order and we were told to return and speak with **** *****.
    • October 17, 2022 **** *****-***** employee completed the order.
    • October 18, 2022 Contacted ***** because Crume Installation failed to contact us as promised to schedule installation as promised.
    • October 21, 2022 we contacted ***** because Crume Installation failed to contact us as promised to schedule installation as promised.
    • October 29, 2022 received less than half of the order.
    • October 30, 2022 called ***** 3 times to confirm the remainder of the order.
    • November 04, 2022 the blinds finally arrive late.
    • November 09, 2022 called ***** regarding Crume Installation failed promise to schedule installation.
    • November 22, 2022 *****Crume Installer finally arrived to install window blinds. My **** reminded him to please wear a facemask while working in the home due to our preexisting illnesses. *****Crume Installer became visibly angry, refused to wear a mask, began to grab and sling his tools around the room, intimidated my ****, and left my home. When I arrived home, I observed **** throwing his tools into his vehicle and speeding out of my driveway as I was waiting to pull into my driveway. I entered my home where I found my **** visibly shaken afraid, and upset.
    • November 22, 2022 we immediately reported this event to *****-***** employee. We had to suffer the embarrassment of entertaining quest with $2000.00 worth of custom window blinds and boxes sitting in the middle of our living room.
    • November 23, 2022 we spoke with *******-***** Installation Service Employee. He informed us that *****Crume Installer was inappropriate and should have complied with our request to wear a mask.
    • November 23, 2022 we spoke with ***** & *******-Crume Installation employees who agreed that *****Crume Installer should have complied with the request to wear a mask. ******* scheduled an installation for November 26, 2022 after Thanksgiving.
    • November 26, 2022 called ***** Installations Services to inform them that the Crum Installer did not show-up or call after we waited the entire day.
    • November 28, 2022 we contacted *****-****’s Installation Services to report Crume Installer No-show. She promised a call from Crume Installers before the end of the day. We never received the call.
    • November 29, 2022 we spoke with *******-Crume Installation for November 30, 2022.
    • November 30, 2022 we spoke with *******-Crum Installation to report another broken promise to install window blinds. We wasted another day of our time waiting on installation. She rescheduled again for Dec 01, 2022.
    • November 30, 2022 we asked *******-Crume Installation and *****-****’s Installation Services for the names and addresses of their Presidents & CEO to write a letter of complaint and they both refused our requests.
    • December 01, 2022 Crume Installation finally installed my custom blinds. After the installation was completed, the installers and I discovered the open/close mechanism in the blinds were installed backwards. The motion used to close the blinds actually opens them and vice versa.
    These experiences are unacceptable. We have been loyal ***** customers for years and recently purchased thousands of dollars of items. This experience will end our relationship with ***** and Crume Installations. I look forward to your immediate response.

    Respectfully,

    ***** A. ****

    Business Response

    Date: 03/21/2024

    Hi *****,

    Based on notes in our system, this job was listed under ***** ****, rather than ***** **** hindering location of the job. 

    We have located and investigated. Please see below breakdown:

    11/4/22: notified product recieved by ***** which prompts Crume to begin scheduling process. 

    11/9/22: customer contacted and provided date of 11/22/22 from 2-5 which was confirmed. 

    11/13/22: customer contacted ****** support team requesting a date, ****** rep provided the confirmed date of 11/22/22.

    11/22/22: installer is running behind and attempted to contact customer. Customer did not answer. When installer contacted ****** to advise, they conferenced the installer in and advised he will be there to install but is running behind. 

    11/22/22: upon arrival installer is requested to wear a mask by which he does refuse and leaves. This is unacceptable behavior, however the installer does have a choice as masks are not mandated by a government entity nor *****/Crume. 

    11/22/22: customer and installer notify ****** support team of the mask incident. 

    11/23/22: the job is placed on reschedule status but a date is not provided by Crume yet. The store has advised customer that the job is rescheduled for 11/26/22 however ****** does not schedule, this is a Crume process. 

    11/28/22: customer advised by ****** that Crume is attempting to reschedule. 

    11/28/22:  customer confirmed for 11/30/22 from 3-6pm with different installer. 

    11/30/22: 3:41pm the installer has attempted to contact customer twice, no answer. Installer arrived at customer home, knocked on door, took a photo, and waited 5-10 minutes before departing. 

    11/30/22: 6:26pm customer called ****** support team stating they are unhappy with the service however did not address not being home. 

    12/1/22: the job is closed out however no indication via notes of product nor installation issue. 

     

    It would appear the customer is frustrated with process communication, installer mask refusal, as well as their lack of communication as well. Product malfunction and quantity delivered is based on ordering and vendor relations, unrelated to the installation. On behalf of Crume, we do apologize for the delays and behaviors of original installer. However Crume does not feel this warrants 100% refund. 

     

    Please let me know if you have further questions .

    Thanks *****! 

     

    ******* ****** 

    Crume Installations

    Quality Assurance Director

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

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