Complaints

• Initial Complaint

  08/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** said regardless of price He'd make it right because the situation that happened to me "NEVER" happened before...!! there wasn't a time limit on the "promise"...!! turns out the ones sold to me were NOT completely black out as alleged...!!

  Business response

  08/20/2024

  ******************* placed a custom order for window treatments on 02/06/24.  This was for a combination of wood blinds and roller shades.  ********** consultant discussed with ******************* at length, including follow up texts and pictures the various limitations of the term 'blackout' with regard to window treatments.  It was made clear to ******************* that while the roller shade material itself was fully opaque and labeled 'blackout' that there would still be light coming in through the window openings along the sides and bottom where the material was narrower than the opening to allow for proper operation.  A fully blackout option was discussed that involved side and bottom tracks to eliminate this light, but was ultimately decided against due to increased cost of that option.  After placing the order, we were informed of an extended backorder from our fabricator for several months(projected fabrication date of 4/30/24).  We immediately notified ******************* and offered to meet with her to discuss potentially changing her material selection to one that would not be on such a delayed fabrication schedule.  After meeting with our design consultant to review these options, ******************* decided that she would wait for the original selection.  Unfortunately, toward the end of April, we were notified of an additional delay in fabrication and again notified ******************* regarding this situation as well as noting that this factor was out of our control.  In the meantime, it is worth noting that we installed the wood blinds that were not delayed in production upon arrival on March 11th.  Upon receiving notification that the roller shades had shipped from the fabricator, we reached out to ******************* to coordinate installation upon arrival.  Once she returned our calls, we scheduled and completed the installation.  ******************* then informed our installer, and then later, others at the company, that she was entitled(as well as our company promising) free product because of the delay.  This promise was never made.  In addition to this expectation/demand made to our installer, ******************* referred to our Caucasian installer as a 'colonizer' among several other offensive references.  Despite these entirely inappropriate comments made to our team, I reached out to ******************* personally and informed her that I was sorry for the delay, but that this was out of our control.  I did offer her a discounted option for future purchases, which she declined as she expected free custom product.  Given that the project was completed in its entirety, it was decided to no longer pursue future projects with *******************, or continue to answer the same concerns repeatedly in the same way.       

  Customer response

  09/19/2024

  Concerned <********************************>
  Attachments
  3:11 PM (11 minutes ago)
  to disputeresolution
  
  since Buckeye Windows said for me to stop contacting them I AM sending the photos to you, BBB.....I didn't get a warranty, AND when asked, Iwas referred to as in need of help AND to seek it...!! 
  

  
  

  Business response

  10/01/2024

  We had several visits with Ms ******** prior to her placing her order that covered all the necessary project details.  This included the detail regarding the product limitation of room darkening roller shades, which is the issue with her concern.  We clearly addressed that while the roller shade material is fully opaque and would not have light coming through the material itself, it would have light coming in on each side and bottom, as it is necessary when the shades are fabricated to allow for the shade to operate within the window opening.  This was supported by showing pictures of completed similar projects for appropriate project expectations.  After we made a return visit to address her concerns after installation, we determined that the custom product was measured correctly, installed correctly, and operated correctly and clearly communicated this to Ms *************** She has continued to contact our company with the same exact concerns, in addition to wanting free custom product for other window openings in her home.  At this point, our team was instructed to no longer address these concerns or claims of being promised free product, as they have already been addressed with Ms ******** multiple times in person and other forms of communication.  This 'issue' has been resolved for some time now.    

*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. ↩