Complaints

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I commenced my project with Beltway on 10/15/2022, with ****** as my sales representative, for the installation of 19 shades in my recently acquired dream home. The experience from the project's inception to installation was notably positive. However, in July 2023, an issue arose when one of the shades became stuck in one corner, and the fabric tore. On the same day, I made three calls to the company, but unfortunately, I received no assistance. Eventually, someone took my message and assured me that someone would return my call. Four days later, on a Saturday, I reached out to ******, my sales rep. While she did not respond on the same day, she did return my call the following Saturday. ****** diligently gathered all the necessary information regarding my claim and committed to providing a response. Regrettably, I am still awaiting a resolution. After a month of no communication, I took the initiative to follow up, resulting in a technician being sent to take pictures, measurements, and gather information. Despite this, I have received three phone calls requesting the same pictures, and when I inquire about an update, no one seems to have information about my shade replacement. I have paid the full project amount of $17,445, and the level of customer service I am experiencing is exceptionally frustrating. I am reaching out in this manner with the hope of receiving an update from the company's owner. Furthermore, I will ensure that my brother-in-law, who recently purchased a new home, does not engage this company for any services to spare him from this unfavorable experience. I appreciate your attention to this matter.

  Business response

  11/17/2023

  Beltway Blinds stands by the warranties offered at sale, and our service dedication. A remake for a dual shade as processed and the ***************** was updated on 11/8/23 (9 days ago) with the estimated ship date on 11/13/23. The remake has shipped and scheduled to arrive at our facility next week. Once we receive the remake we stand ready for installation. 

• Initial Complaint

  11/02/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed a contract with beltway blinds on 4/29/23. I was to be provided with shades in my home and an awning on my 2nd floor deck. The salesperson stated that the awning was returned by a previous customer and was in the warehouse. He stated that I was receiving this item. I did not receive my items until 8/7/23. To date the installation has not been completed. One of the window shades remain inoperable. I have the awning still on my deck uninstalled. I have attempted to resolve these issues. Presently Beltway blinds are billing me before completing the installation. I have already paid 3,400 dollars for down payment and now I am being told that he is sending me to the finical company to collect remain balance of 13,000 dollars. I was told that awning will be place on roof, but the safety of the installation would not be provided when installed or the awning will be left on my deck, but not return. Finally bracing was placed on my roof and still attached to my roof. This is now November and still waiting on a resolution to this issue.

  Business response

  11/14/2023

  Management has been in direct contact with *****************. The awning has been removed from the contract and refunded. We have one blind remake in production and will schedule immediately upon receiving it. ***************** is expressed satisfaction to Beltway Blinds management team in the solutions provided. 

  Customer response

  11/20/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I have not to date receive any refund for the returned Awning. Pending new contract have not been received to date. 
  
  Regards,
  
  ***********************
  

  Business response

  11/20/2023

  The price of the awning from ********************* contract was removed as a courtesy because her roof was not repaired. The final blind on the contract was installed on Friday 11/17/23. Due to the project being financed, nothing has yet been paid towards the balance due because new financial documents need to be generated and processed. Beltway Blinds spoke with ***************** today, Monday 11/20/23, to begin the process of generating the loan in the new, lesser, amount. 

  Customer response

  11/20/2023

  Would like to response that the matter has been resolved and financial contract was signed. I am satisfied with the outcome of this matter. Please disregard previous response to this matter.

• Initial Complaint

  11/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We ordered the blinds in March, We were told we couldn't get the blinds we wanted because our windows were too wide, and we told them wanted to cancel. They said we couldn't and they would give us 3 different blinds for our very large window. Because we couldn't get a refund, we decided to move forward and didn't receive the blinds on the date as promised because someone left our order sitting on their desk. My blinds have fallen off their beam. My blind even fell on my head. My order still is not complete. The quality of their work and customer service is horrible. They came back out in September, yet they hard the wrong blind. I'm still waiting on my blinds to be fixed. I'm owed some sort of compensation and the right blinds.

  Business response

  11/14/2023

  We stand by all warranties. This service call for the shade with the "fraying" fabric was immediately ordered for replacement. Unfortunately, the manufacturer sent the wrong shade, and we had to order a 2nd time, which had delays due to material at the manufacturing plant. *********************** has not disclosed to Beltway Blinds that any products fell on someone. Management has reached out to *********************** to reschedule the service appointment for the shade replacement and immediately address all other concerns. 

  Customer response

  11/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  They never disclosed to me there was a delay at the manufacturer. When they called to set up a replacement order, the person never showed which caused me to miss work.
  
  Regards,
  
  *********************************

  Business response

  11/17/2023

  Beltway Blinds completed the service for the remake on 11/16/23.

• Initial Complaint

  09/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered blinds in June 2023. Didn’t receive until late August 2023. During installation, the installers took nearly two hours to install two shades. The shades were installed improperly and do not function. One is too long and heavy and hangs on the floor and the other only goes up halfway. It then took two weeks for them to send someone to “assess” the situation only to tell us it was done poorly (which was evident to even the installers). It’s been over two weeks since that “assessment” and we have yet to receive a call from anyone at the company to rectify the situation. I’ve called and emailed and never received a call or email in return m. When I did reach someone I was told I could not get a refund and that the replacements have been ordered and they’ll call when they come in. It’s been three months since we ordered and a month since installation and the broken, poorly-installed shades are just hanging on my windows. Extremely disappointed and dissatisfied with this company and will never use them again.

  Business response

  09/25/2023

  We conducted a quality assurance at *********************** home on 8/29/23. During the visit we determine exactly what was needed to install the valances. The valance remakes are in production, and we are expecting to receive them them shortly. We stand behind working until this project is completed to *********************** satisfaction. 

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 03/17/23, I entered a contract with Beltway Blinds, located at ***********************************************, Suite *, Beltway Maryland ***** to install two white wooden blinds (inside mount). On the installation date, the wrong blinds were installed at my residence. Despite promising to rectify the situation and repair the wall damage caused during the initial installation, no action has been taken to address the issues. Interestingly, the installer admitted that he knew that the blinds were wrong, as the contract stated that the blinds were an inside mount not an outside mount. When I first brought the matter to your attention, your representatives assured me that the correct blinds would be installed promptly, and the damage to the wall would be repaired without delay. I was willing to wait patiently for the corrections, and I informed your team that I would pay the remaining balance once everything was in order.I received a telephone call from your representative to make repairs to my walls and install the correct blinds. Initially, the repairs and installations were scheduled for July 12, 2023, but had to be rescheduled due to a prior commitment. However, much to my dismay, Beltway Blinds failed to honor its commitments. On the supposed new installation day, Wednesday, July 26, 2023, from 8:30 to 12:30 p.m., the installer was a "no show," leaving me without any communication or explanation. To make matters worse, I received an unexpected text threatening to put my account in collection.When I contacted your company today, July 28, to seek clarity and resolution, I was met with an unacceptable response. I was advised that the wall repairs and correct blind installation would only be undertaken once the balance is paid in full. This approach is entirely unprofessional, as I have already paid for a service that was poorly executed, and I should not be held hostage to secure what was initially contracted. My letters to Beltway Blind to seek a resolution are attached.

  Business response

  09/22/2023

  When we arrived for installation, *********************** requested the installer to patch up existing holes on her wall. This is clearly not listed as part of the contract agreement. The installation technician did not have the proper materials on his truck to complete the requested task, and therefore *********************** refused installation of her purchased products. We followed-up and offered to complete the patch work as a courtesy, however, we would have to collect the remaining balance before additional, uncontracted work was to be preformed. *********************** again refused. We have recently been in contact with *********************** to resolve this issue. The blinds have become dusty/dirty from sitting in our staging area. As additional courtesy we have offered to remake the blinds brand new. The new order is in production and *********************** has been updated. 

  Customer response

  09/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************************-*****
  

• Initial Complaint

  07/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We consulted with Beltway Blinds on March 29, 2023, regarding the window treatments for our new home. We were presented with a sample of shutters, 2-1/2 blinds, and pictures of vertical blinds for 2 sliding glass doors. The total number of windows involved was 18. The initial installation was scheduled for June 13, 2023. The installers found the measurements to be wrong and took all of the product back to the truck except the 2 vertical blinds that were installed despite the faulty measurements. I was assured by customer service that the order would be corrected and expedited. The second install date was July 7, 2023. They did not correct the vertical blinds, they did not install any shutters; only 2-1/2 blinds throughout the house instead of 6 gray shutters,(4 in the living area and 2 in the front bedroom) and 9 white 2-2/12 blinds. There was no provision for the door and the vertical blinds remain in the original installed state. The vertical blinds in the basement do not open and close properly. Gray blinds were installed in the office and they should be white. There was no valance on either window in the front.I requested a copy of the itemized price list and asked to speak with the manager and the salesperson. I was granted these requests but none of them was fulfilled. The originating place of business indicated on the order document is now closed (7/15/2023) with no business activity or personnel. The order is not complete with only 8 windows being properly installed. We did make a significant down payment ($1,938.00) for the items discussed with the salesperson. Given the confusion over what we ordered, were never provided a price list, contract number, or order number. I think a pricing review is needed and the appropriate products should be supplied or repaired.

  Business response

  07/25/2023

  ********************* signed a work order for 16 ****** faux wood blinds and 2 **** honeycomb verticals (see attached). No shutters were ever listed or contracted to be installed. The two honeycomb verticals are installed and operate properly. However, the basement honeycomb vertical is missing returns on the valance. We have ordered the returns. The office blind is listed as "Storm Gray" on the work order (see attached). There are two outstanding service items to complete: one broken wand, two missing valances. All of these items have been ordered and expedited. As soon as we receive the items, we will return ASAP to install the missing pieces on those three items. ********************* has spoke with our management team to discuss all of this information. ********************* was not contracted for shutters, but wants them anyways. 

  Customer response

  07/29/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  Beltway Blinds deliberately disregarded my wishes for this job and did not follow the process laid before me by the salesman as stated in my comments, and did not finish the job. I do not have a contract, pricing, or deliverables.
  
  Regards,
  
  ***********************************
  

• Initial Complaint

  06/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I'd scheduled a "complimentary" consultation for June 15th, 2022, with Beltway Blinds for installation of a ********* awning that I purchased directly from *********. However, after examining the awning and the location of the house where it was to be installed, one of the technicians told me that the awning could not be installed because it lacked several components. I was advised that someone from Beltway would call to follow up and discuss the next steps, but I was not contacted. On August 2, 2022, I messaged the representative I had been communicating with to inquire about the installation's status; the representative responded that he would "(inform) the project manager" and that the manager would contact me. That never happened. Moreover, when I recently checked bank statements from last year for tax purposes, I noticed that Beltway had charged me $1,895.00 on June 15th, 2022. I assume this was for the service that was never provided, considering the consultation was "complimentary" and presumably free. I eventually contacted the *** ******** company for installation; the appointment was scheduled and awning was installed within one week. I have texted the representative numerous times requesting a refund for unprovided services, but have received no response.

  Business response

  06/14/2023

  ************** has been refunded $1,875.00 back to the credit card used for payment. Beltway Blinds has notified ************** have the returned funds. 

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2/23/23 - Signed contract for 25 cordless blinds and 2 custom length rail roller shades 3/3/23 - Receive a call to schedule a QA specialist to re-measure the windows.3/5/23 - specialist re-measures and states the blinds need to be corded to avoid issues; sign update to have corded 4/17/23 - blinds are installed; 3 blinds are incorrect type and the 2 rollers have incorrect rail length 5/17/23 - specialist comes to check rail and give new color options. Sales person sold us non-existent blinds and rail types. Specialist cut rail which now causes the roller to only close 1/2 way. New blinds will need to be ordered. Specialist informed the sales person was fired.6/5/23 - I continued to call/email to get updates and finally got through, they said my consultant will reach out to me 6/7/23 - they call to say they just submitted to get replacement shades. I asked about the rail and they didnt know what to do about the railing. They said someone would reach out again.We still do not have working rails for the rollers and the wrong shades for 3 windows with no resolution.

  Business response

  06/14/2023

  Beltway Blinds has placed remakes foe the 3 shades in the newly selected color. In addition, have placed an remake order for the 2 roller shades with 36" chains. As soon as these remakes arrive, we will reach out to ****** to schedule immediately. 

  Customer response

  06/22/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: they have not provided a timeline or details on the actual fix for the sliding glass doors. They do not reply to my emails or calls. We need a clear timeline, including the details on what the replacement for the sliding glass doors will be (including the missing brackets in the center)
  
  Regards,
  
  ***** ****
  

  Business response

  09/25/2023

  After our visit, the shades identified by the installer are in production to be remade correctly. 

  Customer response

  09/26/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  They stated over a month ago that we were waiting for the shades to be completed aka they were already in production. They came to install and didn't have them, nor did the installer even know about them! 
  
  Regards,
  
  **************
  

  Business response

  10/02/2023

  We received the shade remakes over this past weekend. We are contacting customer to schedule the installation of the replacements. 

  Customer response

  10/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: they’ve stated multiple times now that the product is ready and it still hasn’t been. They brought an installer out without this product last time. At this point we would prefer a refund as they can’t get us what we originally paid for.
  
  Regards,
  
  ***** ****
  

  Business response

  10/10/2023

  On October 5th, 2023, we installed the shade replacements with the fabric and color chosen by the customer, with an updated cordless lift option. The customer has fear of the fabric fraying, however, the shades are currently not fraying, and covered under warranty. Beltway Blinds stands ready to honor any warranties in the future. 

  Customer response

  11/01/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  The original order was cordless but their QA team told us to switch to the railing one. They finally installed the cordless one as stated but its not fitted properly so its already fraying at the sides, this shouldn't require a warranty ticket already as I reported the issue right away.
  
  Regards,
  
  **************
  

  Business response

  11/08/2023

  Beltway Blinds stand by our warranties. The shades are absolutely covered under warranty, and would be replaced if fraying on the side. We have received the photos sent by the customer and will be submitting to the manufacturer for expedited remakes.

  Customer response

  11/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I immediately submitted the photos to them showing the fraying starting right after installation, and I also inquired about the product quality as it is a thinner material than the originally installed one. I also had originally signed up during the cordless promotion to which I mentioned before they had me switch to corded and then cordless now for the sliding doors stating they would "charge" the sales rep for it even though a) they supposedly fired this sales rep and b) it shouldn't have had any cost difference as my original contract shows we received cordless for "free". At this point we do not wish to work any further with this business with the way they conduct themselves and the products they produce. We would like the correct quality of products we paid for, or even better if available after all of this mess or a partial refund. 
  
  Regards,
  
  **************
  

  Business response

  11/17/2023

  The 3 shade remakes were installed on 10/3/23. It is the same material as the original shades installed in the home. We would be happy to make a home visit with the samples, same ones presented at the time of sale, and compare to the material currently installed.

• Initial Complaint

  06/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Product: Motorized Awning Manufacturer: ********** Contract installers. Beltway Blinds (BBs)I ordered my product on 12 April 2023 confirmed order with down payment three days later 15 April 2023 in the amount of $2900.BBS Promise delivery within by the end of May.In the beginning, I received text messages provide any update, on a weekly,. I even received a couple of calls - all stating that my order was with the manufacturer and in production.On 16 May when I inquired about an ETA I received a text message stating that my product was shipped by the manufacturer on 6 May to the contractor BBs and they would keep me posted on a delivery and installation date.After 16 May and to date - 6 June, I have been unable to get an accurate status on delivery and installation. BBs has gone back to sending me a text message stating that my product is in production with the manufacturer. However, that is not true. As I took it upon myself to contact the manufacturer **********, who immediately assisted me and confirmed that my product was shipped. Since then, I’ve made several attempts to speak with a manager at BBs or a knowledgeable customer relations person to no avail. My requests have gone unanswered. No one will return my call. However, the same customer Rep insist on sending me a standard text stating that my product is with the manufacturer and is in production. The same person who sent me a text on 16 May stating that my product was shipped to them and that he would keep me posted on installation and delivery Both companies use my cell and email address for invoice and account information - also included in this complaint I am seeking one of two things A deliver, and install date as promised, or a return of my down payment.

  Business response

  06/08/2023

  Beltway Blinds has not received ***************************** awning. Beltway Blinds contacted the manufacturer, ********* in efforts to locate the awning as soon as possible. ********* informed Beltway Blinds they are currently experiencing shipping delays. Additionally, ********* is having difficulty locating the shipment records. Beltway Blinds demanded ********* remake the awning and ship immediately as a priority due to lost in transit. ********* agreed and will be shipping as priority. Beltway Blinds spoke with ************************* on June 7th to update on the shipping of the awning. 

  Customer response

  06/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and at this time I am find that this resolution is satisfactory to me. However, i would like to reference this ID if the order is not completed to satisfaction.  
  
  Regards,
  
  ***** ************************
  

• Initial Complaint

  05/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Synopsis of Events In-home consultation where I ordered products for a total of $1100 with 50% deposit paid on 3/13/2023. I was provided estimated manufacturing date of 14-28 days. April 12, 2023 received notification that the order had arrived and was ready for installation. Appointment was scheduled for April 18, 2023, between 10:00 to 14:00 window. At 13:42 I called BB to indicate their installer had minutes to arrive within the window. I asked for the ETA and a message was sent over to have someone return my call. At 14:23 – 23 minutes after the installation window, a call was returned by BB indicating “the company is in the midst of moving warehouses” and my merchandise was “lost between the 2 buildings, sorry”. Indicated a manager would return my call. Two (2) days later a manager finally follows up with me and indicated that my merchandise was not lost, but rather was not delivered in its ENTIRETY. Manager indicated that she expected the order to arrive on April 28, 2023. NO COMMUNICATION from BB for 2.5 weeks about my product. On May 11, 2023 when BB attempted to schedule the installation, I directed them to first call the Warehouse and confirm the QUANTITY, since my merchandise had been LOST previously. BB returned the call CONFIRMING THE ENTIRE ORDER WAS TOGETHER AND COMPLETE AND READY FOR INSTALLATION. I scheduled the installation for Wednesday May 17, 2023, between 10:00 and 14:00. I requested the installer call me the morning of, prior to the 10:00 window to CONFIRM THE TRUCK HAS ALL OF MY MERCHANDISE due to the HORRIBLE “professionalism” with BB. At 11:44 on the day of installation, BB had lost my merchandise AGAIN! The work completed at 16:34, 4 hours AFTER the installation of the other blinds. The installer called for a discount after this HORRENDOUS experience and a pitiful $100 discount was offered. *I DID NOT accept this value but BB processed a fraudulent charge to my card anyway. I did not sign the paperwork or authorize the amount.

  Business response

  05/22/2023

  ********************* was informed of the estimated timeframe of 3-6 weeks, as indicated on the "what happens next" form signed by ********************* at the time of the agreement (see attached). Number 4 on the work order agreement states Beltway Blinds is under no obligation to offer or provide any discount, compensation or reduced price for completing the installation outside of the estimated timeframe (see attached). As an act of good customer service, Beltway Blinds offered ********************* a discount nearly 10% off the agreed upon contract price. The agreement also states Beltway Blinds has authorization to process payments due using the payment method on file (number 6). Beltway Blinds installed all of ********************* custom products at the discounted rate. 

*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. ↩