Complaints

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Budget Blinds of North Augusta for warranty repair for one of my blinds I purchased. I was referred to Budget Blinds of Greenwood. I was informed I was in their territory. August 8, 2022, Beth and Andy M***** came to my house. Andy temporarily corrected my blind. I was told they will order a replacement part. It will take about 2 weeks to come in. They will contact me when it comes in. I never heard from them. I have called several times concerning with my replacement part. The last time I spoke with them was late October. I was informed they will be in my area after the first of November. They will call me. I have not been called. I called Andy 11/17/2022 and left a message. I have not received a call back. All I get is broken promises and lies.

  Business response

  11/23/2022

  Customer contacted us for a repair of a product provided by a neighboring Budget Blinds (note: this product was NOT originally sold to customer by Budget Blinds of Greenwood).  As customer notes, we did visit the customer in August of 2022 to inspect the issue.  During the visit, we discovered a maintenance issue with the product (not a warranty issue) and were able to make temporary repairs.   Customer was not charged for this service visit.  We advised customer that we would return to attempt additional repairs once parts were secured.   We did not tell the customer that we would return in about 2 weeks because at that time we did not have the parts required and we did not know how long it would take to get them (and the product was working).

  
  Customer contacted us in October to inquire about additional repairs.   When we spoke with the customer at that time, Customer reported that the product was STILL FUNCTIONING WITH THE TEMPORARY REPAIR, but that he would like to have the permanent repair completed when convenient (going so far as to discuss his hunting and football game schedule and other personal matters at that time).  We advised customer that we would attempt to make the repair in November.  At that time, we believed that we had the repair items required, but in fact, we did not and they had to be reordered.  This was an oversight on our part.  We expect the parts to arrive soon.
  
  Customer called us on Thursday 11/17.  Before we had an opportunity to return his call he contacted the BBB.   We called customer on 11/18 to advise him that we do not currently have the required parts  but that we have recontacted vendor and ordered what we believe are the appropriate parts and that we would be back in touch to schedule the service as soon as possible.  This is considered a normal wear and tear item for this product and as such is not covered by warranty.  At this point in time we have several hours invested in this customer, who has never been a paying customer of Budget Blinds of Greenwood.  We will do everything in our power to repair the item, however, we will be charging a service fee to do so in the future, given the appointment time necessary, the travel time and the time to obtain parts for the repair.

   We regret that customer has not had the experience he thinks he should have, but even in speaking with him on 11/18, he indicated that the product is still mostly functional (not back to the state it was in in August) and that he appreciated our call.

  Customer response

  11/29/2022

  Budget Blinds receipt from purchase. Noted is 5 year Guarantee. My work was thru Budget Blinds of North Augusta. With ** and *****.

  Beth M***** business card

  Next email will have my calendar. 

  
  

  V/R,

  **** *****

  This is my August Calendar I write appointments and notes on. August 8, 9:30 - 10:00 Blind. This is the appointment time for Budget Blinds of Greenwood to come to my house.  The star with a circle is a reminder for me from Beth and Andy's visit. Noted at top of calendar above Wednesday. The star with a circle, a reminder. I was told 2 weeks for the part to come in. Bud Bld, is for Budget Blind.

  
  

  ****

  **** *****  

  Business response

  12/06/2022

  Thank you for the reply.  We are not certain exactly what is unacceptable to customer at this point.  Our expectation is still to schedule a service visit once the parts have arrived.   If customer prefers to complete the repair himself and does not wish us to return to his home, we can send the parts once we receive them.

  
  Customer is correct that the product is covered by a 5 Year Limited Warranty.  That warranty is a product warranty that covers defects, but it does not include normal wear.

  
  We will attempt to contact customer by phone on December 7, 2022 to better understand what is unacceptable from previous correspondence and hopefully determine an acceptable path to resolve complaint. 

*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. ↩