Complaints

• Initial Complaint

  12/29/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Approximately 5-7 years ago, I hired California Shutters located in *****, ** to install plantation shutters in my home. As part of the agreement they indicated that I would have a lifetime warranty on the product and workmanship, and if any issues came up they would fix the matter at no charge. My shutters have held up well absent a few minor issues where the louvre pins broke on a few louvers. I reached out to California Shutters to submit a repair request and a repair technician came to my home and fix the matter without charge. This is what I expected when I entered into the agreement to purchase the shutters from them. Ive had about 2 repair calls resolved successfully. Fast forward to around October 2024, I had a few more louvers with pins that needed to be replaced. I contacted California Shutters per usual to submit a repair request. However, this time I was told that there was an approximate $95 trip charge that I would have to pay if I wanted someone to come out to do the repair. I was very surprised by this because I have had this same repair request in the past and was never charged any repair or trip fee, and this is what I expected when I agreed to do business with them. I asked the gentleman to double check with his supervisor and he confirmed that he was correct, but noted that if I didnt want to pay anything, he could send me the pins by mail to install myself, stating it was easy to do. Reluctantly, I agreed for them to send me the materials. Upon receipt, I discovered that replacing the pins myself was not easy and I would have to buy special tools to try to complete this task. I am very upset with this company for not standing by the original purchase terms and I question how they can change the way the lifetime warranty works years later without my consent or notice. This seems highly deceptive and unethical and goes against the original purchase agreement. I tried to resolve this by contacting the owner but was ignored..

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