Complaints

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased shutters for my entire house about a week ago and they came and installed them on Dec 2nd. I paid a total of $8800 and its on my written contract that my shutters have a vertical light blocking material on them. When they were installed I noticed none of them had this light block material I had paid for. I called Best Buy shutters and spoke to **** she said she would call me back after speaking to their installer. Its now been several days and nobodys reached out when they will fix this issue. I tried calling them and they refuse to answer their phone ; or call me after leaving a voicemail still. Im hoping BBB can help me remedy this situation before I end up going to small claims court. Thanks for all you do !

  Business response

  12/09/2024

  Good morning,

  I wanted to inform BBB that ******** was taken care of by our representative ****** on Friday 12/6/24 in person and that the customer is now completely satisfied.

  We apologize for any inconvenience.

  Sincerely,

  Best Buy Shutters

  Business response

  12/09/2024

  Good morning,

  I wanted to inform BBB that ******** was taken care of by our representative ****** on Friday 12/6/24 in person and that the customer is now completely satisfied.

  We apologize for any inconvenience.

  Sincerely,

  Best Buy Shutters

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Original purchase 10, 12, 2021, one of their employees came out by the name of **** to look at the problem that I had/have. He said when I was ready to give them a call back and they will take care of the problem and work something out. Tried to call him again and no answer. My last communication was with **** via email. I also sent her photos. She left me an email which I have a copy of saying she had sent the paperwork over to the owner but he just lost his father and hes not coming in for the office for a while. The person who sold me the product his name was ****** and he lied to me saying that he was the son and his father was sick in the hospital and rush me through a quick buy. I was sold products at functionable. Also, the installer came a day early as I had a painter scheduled and had to cancel because they installed it and said they had to install it then because thats what they were scheduled but they were willing to take it down when I needed them to to do the paint job.. Prior to October 23 conversation via email. I had sent an email in January and got no response. I have copies of this as well. I would like help on a resolution, and at this point, I am a bit bitter that they have not cared to reach back out to me or solve the issue. Im not sure whether or not I should be doing business with them or if I should just ask for reimbursement. I would like to BBB to help me resolve the issue as I even have a window with no covering. Please contact me if any questions to hopefully get this resolved as too much time has passed. Dishonesty within ****** being ignored and not follow through but either the staff working inside office or the owner is very disappointing. Please let me know what to do as Ive never had to file a complaint with any business.

  Business response

  05/09/2024

  Good afternoon,

  I just received this notice regarding customer *****************************.

  My understanding of the issue with 2 shutters was she was dissatisfied with a kitchen window and a sliding glass door that was installed as she had told that to the installer the day of the installation so the customer proceeded to let him know that she wouldn't be fulfilling the contract she signed and would not be paying her balance to Best Buy Shutters of $1,850.00 (Total cost of job was $3,750.00)

  *************** had stopped by the office to look at the slider display that we have in our showroom and proceeded to ask why it hung like that and was told that's how all sliders are manufactured and we wouldn't be able to manipulate the shutter program so therefore we wouldn't be remaking it due to our installer saying there was nothing wrong with it and that it was functioning properly. As far as the kitchen window I listened to the customer about it being incorrect and told her I would send someone out to her home so we could find a solution to have it work properly. *************** has had her custom made shutters since October 12, 2021.

  Since this was a custom order and has been 3 years since we've installed her shutters they'll be no refunds.

  We are happy to accommodate her to fix the issues she's not happy with.

  Sincerely,

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

  Best Buy Shutters

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

  *********, **. 89118

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

   

  Customer response

  05/22/2024

   
  Complaint: 21680538
  
  I am rejecting this response because:  Please see attached documents. 

  Complaint: 21680538

   

  I am rejecting this response because: from the beginning, the installers came a day earlier than they were supposed to for starters. Therefore, I lost my Painter that was supposed to be there that day and the people putting up the blind said if they didn't do it that day that it might be 3 to 6 months before they could come back to put them up. They were booked far out. They said not to worry that they could come and take them down when the painter  comes back and then put them back up so the painter could do around the window seals. They put the items up and I complained about not being able to open the blinds and they told me that they have many complaints about the company that I wasn't the first to complaint. They told me that I would have to communicate with the office as they were just installers, but wished me luck. I went to the showroom and looked at the sliding door, and yes, it does not open. When I was sold the item at my house that wasn't a visual or verbal that was given or showed to me. Just shows you the shutter sample, but not that they won't open when they are overlapping. They should make it clear to the customer, very misleading . As I was leaving the show room,  the guy/sales person ****** was standing at his car and talking to his son and I told him why l was there. He told me he didn't have time to talk to me. He was busy because his son was there and I threw my hands up in the air, saying what the heck what about me? I went back inside and told the lady what transpired and she wasnt helpful at all either. This is not when I actually found out that ****** is not really the son of the owner which he had claimed when he was selling me my product and said that his father was in the hospital and he was in a really big rush to get to the hospital to see him. Not until my conversation on the phone when I asked to speak to the owner that I found out that my sales person ****** was not really the son of the owner. Dishonesty, I cant believe that I was fooled and maybe it was just his little cells pitch of how great the company is and that I couldnt go wrong with my purchase. Later, they did send out a guy name **** and he came to the house and I showed him and explained the issues he told me that they would work with me just to give him a call when I was ready. Try to call he never answered. Send a text. No response sent text no response. I have enclosed screenshots of those to text . Get into the point as I will supply all the dates that I made some communication not including some phone calls to the answering service which I dont have a record of those. You can see randomly I have reached out only to be ignored and not being able to move forward with solution, even though **** told me they would make it right. I do have concerns due to dishonesty within the company and being  ignored and not continuous trying to get a resolution of working with this company again. If they dont make a screen door that is fixable then I would need a refund. With the sink issue its not gonna be fixable issue so how will this company fix the products , or will they maybe agree to do the other two windows that we werent done to make ends meet and then I will have to go elsewhere to fix something to cover the window above the sink? I dont know what the real resolution would be and that is why I asked for a refund , I gave ****** the deposit and I pretty sure I gave the installer because it was required the money as well. The response to my first email to BBB that I didnt pay. The full amount was a little shocking to me as time has passed, but if I had not paid, why wasnt I ever billed ? Did they know they did wrong and didnt bill me if I didnt pay. Normally when people dont pay, they would bill you so thats why I thought I had paid in full so now I have more questions. I think theyre just not wanting to take the blame and putting it on me that its my fault that Ive waited three years . I hope the BBB can work with this company and myself to come to a mutual resolution. Im willing to listen to all options but honestly preferred to have a full refund so I can have shades that are functional as I dont have privacy on one of my windows now , except for shade. If you have any other questions, please let me know and anything I can do to work altogether for a 100% satisfaction resolution. I have enclosed the dates and screenshots of my emails and the text messages to ****. 

  
  

  Communication dates that I could find:

  May 21, 2022

  March 31, 2023

  September 14, 2023, 

  September 15, 2023,

  October 13, 2023 at 10:10 AM

  October 13, 2023 @2:41 PM response back from Office via email

  January 10, 2024

  January 23, 2024

  
  

  I know my dates have been spread out, but *** still tried to communicate via email phone calls text message. Until contacting the BBB no one had gotten back to me even though on October 13, 2023 they asked for more time due to death and family. I gave that time and have reached out only to be ignored until contacting the BBB.

  Thank you for your time and hoping for resolution at 100% soon.

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

  
  
  Sincerely,
  
  *****************************

  Business response

  06/26/2024

  Good morning,

  This is my final response to the complaint by Ms.***************************** #********

  I spoke to the representative from Better Business Bureau on 6/26/24 at 11:18AM reading this matter and I stand on my first response made. We offered to try and accommodate *************** such as go out and do any repair work on her slider and work with seeing how she would be happy with the outcome, but her response to us was a rejection to solve this matter. It's stated on our contract that every order that is placed is a custom order for any potential customer. After 3 years of having the **************** installed *************** is asking for a full refund and that isn't feasible.

  If she changes her mind and lets us come up with a more suitable solution for her, we can try our best to make her happy, but as of today 6/26/2024 at 11:42AM we will not be offering any monetary resolutions after 3 years of *************** having her shutters.

  Sincerely,

  Best Buy Shutters

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

  *********, ***********;

  89118

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

   

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Best Buy Shutters installed shutters throughout our house in 2018. They advertise the shutters have a lifetime warranty. We noticed one of our shutters had broken. I e-called Best Buy Shutters on 1/26/23. They asked me to send them a copy of the invoice. I e-mailed them the invoice that same day. I e-mailed them on 2/1/23 for a status update but received no response. On 2/15/23 I e-mailed them using their website's scheduling e-mail. I received a response asking for a copy of my invoice. I re-sent my invoice that same day. A service team was scheduled and came out on 2/17/23. We were told that they no longer install my type of shutters and don't have replacement parts to fix the shutter. I e-mailed the office on 2/22/23 asking whether or not my shutter will be fixed or if it would need to be replaced. After e-mailing them on 3/6/23, 3/14/23, 3/21/23, and 4/6/23 they finally responded. They asked if they installers were able to fix the shutter and did they bring the panels back to the factory. I replied that same day advising them it was not fixed and that they did not remove any panels. They replied, "Thank you for the update." That is the last I've heard from the company. I e-mailed them on 4/20/23, 5/2/23, 5/16/23, 5/26/23, 6/15/23, and then finally on 6/23/23. My last e-mail read: "Its been six months since I contacted you regarding our broken shutter. It took approximately 3 months to have a service team attempt to repair our shutter. Now three months later we still have a broken shutter and there hasnt been any response to my multiple inquiries. Am I to assume the Lifetime Guarantee that you advertise is false and I should discontinue this service request? I hope this is not the case." I realize now that the service team came out about 1 month after the first call, but regardless, it's been 6 months and my shutter is still broken.

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased shutters from this company in 2022 for my whole home. The ordering process and wait time was fine. We thought that the installation was fine until we decided to replace our windows.We had multiple companies come out to measure our windows and give us quotes for window replacement. It was determined at that time, that the shutters were installed in a way in which the windows could not be opened. The shutters either covered up the window lock mechanism, or did not allow enough room for your fingers to grasp the lock mechanism. This is most definitely a safety hazard. A few of the window installers said they could not touch the windows without the shutters being properly installed because they did not want the liability or blame for poor installation, which is why they pointed the problem out to us in the first place. We immediately contacted Best Buy Shutters regarding this issue and they sent someone out to do an inspection. During the inspection, it was determined that the shutters were incorrectly installed and the best resolution would be to repair some shutters and possibly replace the others. We were told someone would come back on Saturday to do the repairs, but no one showed up. We have since called Best Buy Shutters and have left multiple messages and have not received a call back. Every time I call them now, I get the answering service and they have been taking messages for me. As of today, I still have not received a call back. I called them today and again, I received their answering service. I truly feel that they are avoiding us because the repair we are talking about involves 15+ shutters.

  Business response

  04/25/2023

  Good afternoon *****************,

  I wanted to discuss a recent complaint that was filed with your company (Ref#********) customer name is ************************

  She was taken care of on Saturday 4/22/23 by my plant manager **** and was completed.

  Customer response

  04/25/2023

   
  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. They did come out Saturday, April 22nd, and made repairs to all the problematic shutters. Thank you for your assistance in this matter. 
  
  Sincerely,
  
  ***********************

*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. ↩