Complaints

• Initial Complaint

  11/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 9, 2024 we met with ****** from Shutters Professional to review installing plantation shutters on our living room sliding doors and bedroom sliding doors. After discussion, we agreed upon 3 sections of motorized blinds for the living room and plantation shutters for the bedroom. We wrote a check for the deposit of $1,125.00 (which cleared our bank shortly thereafter) with an anticipated installation date of four to six weeks. As of this date, November 13, 2024, no shutters and no return calls from the vendor.

  Business response

  11/14/2024

  One week after the sale ***** called our office several times claiming he was getting ripped off. After calling ***** and telling him if he wanted to wait ***** weeks Id give him a better price he said that was fine.  Now apparently ***** has *********** or is impatient. Either way a refund has been issued. We did a great job for ***** on his whole house and yet he chose not to say ONE good thing on any review site but, now due to his own bad memory chooses to complain about us. 

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On December 22nd 2023, I agreed to a price of $3800 and paid half as a deposit to shutter professionals for shutters on five windows and a sliding glass door of my house. At the time that their employee came out to measure my windows, I informed him new windows would be going in that were hurricane proof and thicker than the current windows that were in place and asked if we needed to wait to do the measurements. ***** told me no, that he would account for that when he placed the order. On February 21st and 22nd the installers came to put in the shutters. Two of the windows did not fit since the new windows were thicker than ***** anticipated. The installer took the shutters that did not fit with him and told me that new ones would be ordered and would be cheaper than these. He also said that someone from the office would call to collect the remaining payment minus the two windows that could not go in. Later on the 22nd I did receive a phone call stating that they understood two shutters could not go in and that new ones would be ordered. They processed a payment for the remaining balance without deducting the price for the two windows that couldn't go in. I continued to try to work with them for 6 months with repeated trips to my house to remeasure and text messages telling me shutters were ordered and their expected delivery date. However, now they are telling me I have to pay for the new shutters since it's not their fault the other ones didn't fit and that they will not be giving me a refund for the previous shutter. I have text messages with them outlining the 6 months of promised shutters which was essentially a waste of time as well as bank statements showing the full $3,800 has been paid. At this point I would like your help getting a refund of my money for shutters I did not receive and to ensure they do not do this to any other customer.

  Business response

  09/06/2024

  Customer replaced their windows in between ordering their shutters and installation causing shutters to hit the new windows customer had installed. This is in no way ********************** fault since customer took it upon themselves to change their windows after ordering.. shutters were delivered and installed as promised.. this claim is frivolous and if it ***** our business being posted BBB and the customer will be held liable.. we have offered to order new shutters for the customer at cost and this was unacceptable to the customer. 

  Customer response

  09/06/2024

   
  Complaint: 22245855
  
  I am rejecting this response because:
  I specifically told the sales *** that the new windows would be going in and asked if we needed to wait to measure and ***** told me no it was ok. How is that my fault??

  Also I was charged and paid for shutters that I do not have. Even if they don't fit how can you charge me $630 for a product and not give it to me. Your installer took the shutters with them when they left. 

  
  Sincerely
  
  ***********************

  Business response

  09/12/2024

  Shutters have been reordered but now have noticed customer did a credit card chargeback. Do you want the shutters or should i cancel?

  Customer response

  09/13/2024

   
  Better Business Bureau:
  
  Shutter Professionals has reached out to me and offered to order new shutters for the 2 windows at no cost to me. In turn I have cancelled my charge back claim with my credit card company. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed a $2200 with Shutter Professionals The Villages. My order was placed in January after a friend recommended them. I gave a deposit of $1100.00 and was told I would have my shutters in ***** weeks after months of asking when my order would arrive I was told it had never been placed. Again false promises and lack of communication I still have neither my shutters nor my deposit back. I was told they are a family business and I placed my order with *************************. I am a recent widow and cannot afford to take a hit like this. Office number is ****** at ************ Micahs number is ************. I sure am hoping you might be able to help me. It is now the end of August and this situation is making me ill.

  Business response

  08/26/2024

  Your refund was sent back to your credit card last week. As you may know refunds to credit cards arent instant. Please keep checking your credit card you used for the deposit.

• Initial Complaint

  08/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  I purchased plantation shutters from Shutter Professionals on 8/2/2019 they were promised to be delivered and installed in 8 weeks which they were installed 8/9/2019. I purchased what was listed as lifetime warranty. The company also offers a ******************* Guarantee that promises to cover 2 instances per order of damage for any reason." They also advertise on their website that they have an A+ rating and accredited with the BBB which actually has the rated C+ and they are not accredited by BBB. On 3/29/24, I contacted the company to request repairs because the shutters in on front bedroom and the master bathroom were broken, due them constantly getting stuck, they broke away from the tilt rods. I spoke the company's contact person whose name is ****** via text that day. ****** stated she would contact the owner whose name is ******* ****** on 4/1/24 and get it figured out. On 4/3/24 I rec'd a text from ****** stating the owner was out until the following day. I heard nothing until 4/8/24 from ****** stating that the owner ******* ****** was to give an update, but she was out sick. 4/26/24 I contacted ****** again via text she said she would check with the owner again and would send ***** out to inspect the shutters we agreed he would come on 5/6/24.On 5/6/24 I received a text to say ***** was sick and would not be able to come, so we agreed to reschedule to come out on 5/7/24. ***** came and inspected the shutters and stated that he should return in 2 weeks to do the replacement of the shutters. It is now August 2024, I have texted multiple times and each time its a different excuse. I was told recently by ****** I would have to wait another 6 weeks until September. The owner ******* ****** finally contacted me on 8/13/24 to say she has been working with the Manufacturer to get the parts that are on back order shipped. I requested an approximate date and no response. I have been waiting 5 months since I first contacted them and I need some resolve.

  Business response

  09/01/2024

  We are working on getting these for you but the manufacturer EXUS shutters changed suppliers so color match is now an issue. We are working on this for you. But if youd like oyhre more than welcome to contact exus shutters as well since you have a manufacturers warranty as well

  Customer response

  09/03/2024

   
  Complaint: 22155576
  
  I am rejecting this response because: This is the first I am hearing of this, the last I heard you were were working with the manufacturer  and it was on back order now you're saying they do not have the basic white color shutters that I need. Is there anyway for the company to replace the blinds using some other manufacturer as I do not think it is fair for me to continue to wait as it is going on 6 months since I first contacted shutter professionals regarding this issue. One set of shutters that is in need of replacement is in a front room that faces out to the neighborhood street and it is very unsightly. Is Shutter Professionals able to replace my shutters using some other company and if not how long am I expected to wait and what other solutions do you as the company provide to consumers who have been dealing with this issue? 
  
  Sincerely,
  
  ******* ****-*********

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  $8,300.00 spent on shutters from this company, they offer lifetime warranty, warranty requested on April 26, 2022, I spoke to ******* and **************************** (the owner) offered to resolve the issue, 1 year and a half later, NO response to my request, Im still waiting to get the failing blinds replaced. Careless customer care.

  Business response

  12/20/2023

  Sorry for the delay but it is being handled. Expect a call today or tomorrow if not already.

  Customer response

  12/20/2023

   
  Complaint: 20958496
  
  I am rejecting this response because: I have not received  any calls from them, l have been waiting for more than a year to get the defective shutters replaced,  I want my money back. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Shutters were ordered 5/18/23 with a 10 week delivery time. Have been trying to reach company for an update with no response. Have gone to office location and it is closed. Gave company $2500 deposit. Emails have been done. The voice mailbox is full so messages cant be done.

  Business response

  08/16/2023

  I was told that this complaint was a mistake? We installed tempshades at ******************* new house over the weekend and she just moved in. Her new shutters are being installed this Thursday. 

• Initial Complaint

  06/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  03/13/2023

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

  Customer response

  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

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  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

  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 response

  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

  02/22/2023

  ****** RTA is March 26th

  Customer response

  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

  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 response

  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 response

  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

  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 response

  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

  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 response

  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

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  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

  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 response

  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 response

  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

  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 response

  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

  07/24/2023

  New shutter has been ordered

  Customer response

  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.

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

*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. ↩