Complaints

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rolladen installed a shutter on my window twice. The 1st installation resulted in damage to the shutter due to the ************************ of the installers. The replacement shutter was out-of-alignment & not sealed. Because the exterior of the shutter had not been sealed, I questioned whether the power cord penetration had been sealed. The penetrations exterior opening is blocked by a decorative shutter. Rolladens project manager repeatedly lied & refused to provide visual access to the interior opening behind the switch plate. Rolladen also told me that if anyone other than their employees touched the switch plate, that could void the warranty. I filed a complaint with the ***************** (****). During the jobsite visit, the Rolladen project manager did not provide visual access to the penetration, so I had to pay a 3rd party to cut into the bedroom wall to obtain the proof that it had not been sealed. I also had Servpro check for damage inside the wall. Both provided photos & reports documenting no attempt had been made to seal the ********************** was visible through the opening. The Notice to Correct was issued to seal the penetration, seal the *************** housing, & properly align the shutter.I requested reimbursement for the expense of opening the bedroom wall to obtain the evidence & check for damage. Rolladen did not respond. When the drywall was repaired, I requested reimbursement for that expense. I then received a response from the ** refusing to reimburse me because the **** didnt tell them they had to. Ive included the investigators email stating the **** cant order reimbursement because its considered a civil matter. These expenses were the direct result of Rolladen failing to do the job right. They failed to seal the penetration on both installations, then repeatedly lied about it & willfully attempted to prevent the evidence from being obtained. These were willful acts & a blatant disregard for my home.

  Business response

  05/28/2024

  After the review of this complaint, we are not going to do the refund in the amount of $430 dollars, due to the fact that we had done what was requested from the ***************** per their request and that complaint was completed and closed.

  Thank you,

  Rolladen Rolling Shutters

   

  Customer response

  05/29/2024

   
  Complaint: 21701839
  
  I am rejecting this response because: As I stated in my complaint, these expenses were the direct result of Rolladen failing to do the job right in the first place.  They failed to seal the power cord penetration from the exterior to the interior of my home on both installations, then repeatedly lied about it & willfully attempted to prevent the evidence from being obtained.  These were willful acts & a blatant disregard for my home.  I have already provided documentation that Rolladen refused to provide visual access to me and the **** investigator, to prove the penetration had been sealed.  I, therefore, had to incur the expenses, in order to obtain the visual proof required by the **** in order to validate that portion of my complaint.  I have also provided the email from the investigator stating that the **** cant order reimbursements because it is considered a civil matter.  Rolladens refusal to reimburse the expenses incurred solely due to the poor workmanship and lack of integrity of their employees, also demonstrates a lack of accountability.  Rolladen does not deserve an A+ rating from the BBB. 
  
  Sincerely,
  
  *************************

  Business response

  07/01/2024

  Rolladen Shutters has done any and all corrections that the Nevada *********************** advised us to do.  It was your decision to have a third party go to your house to inspect our work.  You never notified us that you were going to do that, plus it was unnecessary; therefore Rolladen Shutters does not feel it is our responsibility to reimburse you for any expenses that you incurred.  

  Sincerely, 

  ********************; VP

  Customer response

  07/02/2024

  The BBB Accreditation Standards includes address disputes forwarded by BBB quickly and in good faith, and approach all business dealings, marketplace transactions and commitments with integrity, good faith and intent to do what is reasonably expected.  During this 7-week complaint process, Rolladen Rolling Shutters failed to respond quickly and in good faith, which resulted in the BBB repeatedly sending them letters reminding them of their obligation to respond.  They also clearly demonstrated a lack of integrity and a failure to do what is reasonably expected when they failed to seal the power cord penetration they drilled in my home, then repeatedly lied about it and willfully attempted to prevent me and the **** investigator from obtaining the visual proof, which is why I had to pay a third party to obtain the proof.
  
  I also provided the investigators email stating that the **** cannot order reimbursement because it is a civil matter.  Therefore, Rolladens previous response that it was not obligated to reimburse me because the **** did not tell them they had to, is not a good faith response.
  
  The 7/1/24 message from Rolladen says: It was your decision to have a third party go to your house to inspect our work.  You never notified us that you were going to do that, plus it was unnecessary; therefore Rolladen Shutters does not feel it is our responsibility to reimburse you for any expenses that you incurred.
  
  The purpose of filing a complaint with the **** was to allow the investigator to inspect the workmanship complaint items.  Rolladen was asked repeatedly by me and the investigator to provide proof that the power cord penetration had been sealed.  They refused prior to and during the jobsite visit, violating the Notice of Jobsite Meeting Acknowledgement which states all parties understand that the purpose of the jobsite meeting is to allow the **** investigator to obtain first-hand evidence of the alleged workmanship concerns.  Therefore, it was necessary for me to pay the third party to obtain the proof, so the investigator could validate the complaint items and issue the Notice to Correct.  Servpro was called to inspect the interior of the wall because by failing to seal the power cord penetration, Rolladen left a hole in the side of my home that daylight was visible through, and as Servpro stated, is a point of entry for moisture.  Rolladens response to the BBB stating this was unnecessary and therefore not their responsibility, is not addressing the complaint in good faith.  Rolladen demonstrated a lack of integrity, a lack of accountability, failed to do what is reasonably expected and failed to address the complaint in good faith.
  
  The BBB Overview of rating states: The BBB rating is based on information BBB is able to obtain about the business, including complaints received from the public.  Please tell me when my complaint will be posted on the BBB website and when Rolladens rating will be lowered based on the proof that I have provided of their failure to adhere to the BBB Accreditation Standards.
  
  Awaiting your reply.
  

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rolladen Rolling Shutters showed up at my house on 1/21/2023 to install rolling shutters on 8 windows. They installed all the shutters and then stopped when they realized they put the wrong guide rails on all of the rolling shutters on my windows. ***** the supervisor was notified on site and was told by the ******* in charge that they put on defective guide rails that do not have entry guides or no in-locks on the guide rails. They were told to stop working until new parts were ordered. I can't open up my shutters all the way due to the rolling shutters rolling up into the box frame. They didn't caulk around the shutters or finishing anchoring 2x4 on two windows that needed to be secured to the house due too wide gaps between the house and the rolling shutters. ***** the supervisor told me when we talked 2 weeks later that he needed to order the new parts and when they arrive he would send workers out to fix all the defective shutters. This is now 9 months later and still no phone call from ***** the supervisor or anyone from Rolladen Shutters. I have called him twice a month for the last six months and not one returned phone call. I even called **** in billing once a month to contact ***** and **** didn't know why he has not called me or returned any of my phone calls. The agreement was half down and when the job was finished then the final payment would be due. Well the job is still not finished after 9 months.Owner of Rolladen Shutters ***************************** is requesting that I pay the remaining balance of $3500.00 before they do any more work. Even though the contract states that final payment is due when the job is complete. Job is not complete that is why I am filing this complaint.

  Business response

  10/30/2023

  We are in the process of taking care of this and schedules

*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. ↩