Complaints

• Initial Complaint

  12/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased 3 shutters from Rockwood through **** ***** 10/19/2022. All 3 shades were installed January 2023. Since then, The one large family room shade has come off the window 3 times since then, and each time Rockwood ordered a new (same) shade. The 2nd time the shade came off, one of their employees, put nails from the valance through our moulding to hold it up. It still came down and now I have nail holes in my moulding. Recently, after the shade came down for the 3rd time, Rockwood sent a contracted tech to assess the reason the shade keeps coming off, and he specifically said to me, its the valance (12 inches) that is coming off because its too heavy. A shorter one would be better. He wrote a report to Rockwood. When Rockwood got back to me, I received an email stating that a new same shutter should be sent around Nov 24, 23. Since I've have a very difficult time with customer service taking care of this, I began dealing with the manager, Kristin. When I spoke to the Kristin, she told me the shade was not manufactured correctly. I then asked her "So all 3 times the shade was not manufactured correctly?" I let her know that per the tech person, sending another same shade would cause the same problem in a few months. She got back to me and let me know another technician, MIke, would come out and assess the situation and they would call me. A week later no one called. I spoke with Kristin and we then discussed options moving forward with another brand called Bali shades because Rockwood is discontinuing kirsch products. The sales person came over and I picked out a Bali shade I liked. I followed up with Kristen a few days later, and we agreed to get a full refund from Kirsch, and if the price is decent, I would purchase the Bali shade. Last email she sent today, she was going to get samples of Kirsch shades. Since, were going around in circles again. I just want a complete refund. I appreciate Kristin trying, but weeks are turning into months without resolve.

  Business response

  12/21/2023

  Hello, 

  We have been working very hard to reach a resolution with Mrs. *****. After this complaint we were able to reach a resolution that works from both the customer and Rockwood Shutters. We appreciate and value her willingness to give us a chance to show her the outstanding customer service and product we stand behind.  

  Thank you,

  Rockwood Shutters

  Customer response

  01/19/2024

  [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 would be satisfactory to me.  
  
  
  
   Alyssa ***** ***** ****** ** ********* ** *****
  
  Dear Alyssa *****:
  
  This message is in regard to your complaint submitted on 12/13/2023 against Rockwood Shutters.  Your complaint was assigned ID ********.
  
  You recently filed a complaint on the above-mentioned company.  The last we heard from you the issue may not be resolved.  Please provide us with an update and advised which items (if any) remain unresolved. Please complete and return it as soon as possible.  If we do not hear back from you, we will assume the issues have been addressed and will close the complaint.
  
  Are the issues resolved?   ________X____Yes    _____________No
  
  If yes, when was the issue resolved?
  
  __________________________So far yes__________________________________________________________________________________________________________________
  
  If no, what issues remain outstanding?
  
  ____________________________________________________________________________________________________________________________________________
  
  ____________________________________________________________________________________________________________________________________________
  
  Did you ever file your case through the court system?  ____no_________ If so please include a copy of your filing or judgment for our files.
  Signature: _________Alyssa *****____________________Date: _______1-13-24__________________
  
  Please respond just as soon as possible to this inquiry.  Feel free to email the information to info@bbbhou.org ; make sure to reference your case number.
  
  Regards,
  

  
  

  
  

• Initial Complaint

  11/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On March 24, 2023 I paid a representative of Rockwood shutters $2191.87 for 9 vertical blinds. They were to have been built to the specifications of the windows in a room in our home. The amount paid was to have the blinds hung also. The salesperson assured me that the job would be done to my satisfaction and would be done with a guarantee on the materials and operations of the blinds. Additionally, the install date was to have been before May 14, 2023. The nature of the dispute is that the job was not done to my satisfaction. The product that has been installed in our home is unsatisfactory. Slats and valences were sent to our home that were the incorrect size, I received returns that were flat when they should have been curved and/or vice versa. The installer came out about 6 times thinking each time the company had sent what he needed to properly complete the job. He reordered some slats/ valences. He even said it had gotten to the point that he was embarrassed by what was going on. The problem was that the company sold and he installed valences for which they no longer manufactured returns. The installer ended up hand cutting some slats as well as some returns. The returns had been sent to our home for a service call two trips prior and he'd said were not the right ones....and therein lies the problem. There are obvious inconsistencies in the widths of the returns since they were hand cut on site to make them work. After many attempts, the job was finally "finished" after about 6 months. In less than a week after the last service call, one of the returns disconnected from the valance. I reached out to my concierge with my concerns. I expressed my desire to resolve the issue. I was asked what might be done to make it right. My preference was/ is that they come back out and remove the blinds. After being told ok, I was called back and told that $250 compensation had been approved on that day, 09/19/2023 at 2:49 p.m. I did not accept that offer.

  Business response

  12/21/2023

  Hello.

  Thank you for the review. One of our managers will be reaching out to discuss the issues that occurred. We understand the frustration and it is is an issue we are working to address internally. We will be contacting you soon to discuss further and appreciate the feedback.

  Thank you,

  Rockwood Shutters

• Initial Complaint

  10/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid $6,771.97 for 12 sets of shutters for my home. They were installed and upon inspection 7 out of the 12 shutters are uneven when closed compared to the other ones. I called the installer who came back and said that they are defective and would reach out to the company. He came back a few days later to attempt to fix them with no success. He told me to reach back out to the company. The company continues to tell me that this is how the shutters are suppose to be which i know is not true since 5 of them are perfectly even. This was not in my contract. They have not provided any solution. I have asked for a replacement or for them to remove them and refund me my money back. The installer has sent them videos and photos. I also sent pictures.

  Business response

  11/02/2023

  Hello, 

  Thank you for your feedback. We take every customers experience with Rockwood Shutters very seriously. After researching the issues you are having it seems we have sent our technician out to make minor adjustments and to go over how our shutters are manufactured to close in an upward motion. We have requested photos of the shutters closed in an upward position to assess. 

  Most shutters in our industry are manufactured to close tightly in the upward position only because this allows for the tightest closure with minimal light leakage.  While there are a few shutters in the market that feature a full close-up and close-down, the disadvantage is that you will have more light seepage between the rails and louvers at the top and bottom of the shutter. 
  
  Since tight closure with minimal light leakage tends to be the top priority for consumers, our product is manufactured for full closure in the upward position only. 

  Thank you,

  Rockwood Shutters

• Initial Complaint

  08/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My name is Joyce ******** I purchased shutters and blinds on November 2022. My shutters and blinds weren’t completely installed until May 2023. I was promised upon installation completion that I would be compensated on my order. I spoke with two representatives about this matter and both promised the same outcome. The representatives names are Hillary and Evelyn from the Houston location. Throughout my journey with Rockwood after spending $9,000.00 was not very pleasant. I spent 3 months with the back of my home half finished. I spent 6 months with the front of my home completely exposed to the public after spending this lump sum of money. My front door was actually measured 5 times by different technicians. My front door is now damaged and not functional. My front door itself is worth more than 3,000.00. There was 4 events were I was scheduled to have the job completed and the technician never showed up to my residence. I did notify my main representative of my concerns and she assured me that the problem would be resolved and I would be compensated accordingly once the work was completed. I spoke with her 1 week after the job was complete. I was told that the most she could do was compensate me 200.00 to cancel the installation fee. I don’t believe this is fair. I was told at the time of payment that it would take at the most 6 weeks to complete the job and I would have my home completely private. I want either a negotiated percentage taken off entire job or a complete refund of the shutters for the front facing of my home. I do believe this is fair because I was promised privacy and a functioning front door within 6 weeks. If the job couldn’t be completed I should have been told other options or referred out. Below, I have attached email communication between me and the Rockwood representative.

  Business response

  09/01/2023

  Hello, 

  We appreciate your feedback. We take our customers concerns and issues very seriously and our ultimate goal is to make sure all issues are corrected and we leave our customers completely satisfied.  After reading over your email and notes I agree we have had to come out to your home on several occasions and remake a couple of your shutter panels. Our product is a custom product and sometimes it takes several of visits to get things just right. 

  Since your feedback I see we have been working on a couple of different further solutions with you. One being keeping the product you have installed now for a fair amount of compensation or Rockwood will send one of our master technicians from our Houston Office to assess your door and carefully remove the shutter and we will provide you with compensation plus a full refund for that door. We understand that not all jobs are going to go as smoothly as we hope, but at Rockwood Shutters we always try our best to do what we have to do to make it right.

  Thank you,

  Rockwood Shutters

  Customer response

  09/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  I have also reviewed the contract and have revealed several breaches from the start. All of the resolutions you have offered will cause me taking a loss. I have been offered between 200-1500 dollars in compensation. This would not even cover the cost of the shutter and sadly it is not even half of what my door cost excluding the labor. You all did say you could bring a master technician out to try a rectify this issue. In the email you stated that the door will have some damage even with a master technician come out. I’m not accepting that I don’t think anyone would. If something happens to my door in the future after accepting terms of loss I would be solely responsible for damages and work I didn’t even cause. This is absolutely bad business and I hope another customer doesn’t have to go through a 9000.00 scam with you all again. On top of receiving damages with offered compensation that is way below what states in the contract what should happen is very disappointing. It took 7 months for a 6 week job to be thrown together and it’s still not right. Not to mention I was still paying every month for a product I wasn’t even using. I’m still continuing to pay and I can’t even utilize my front door. I allowed 5 different technicians to come out measure and do what they needed to do to get the job done appropriately. Im seeking a refund of the job due to the contract being broken. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  Joyce 
   
  

  Business response

  09/22/2023

  Hello, 

  We understand Mrs. ********** concerns and are more than happy to address them all while at her home.  Several parties involved with this resolution have tried to contact Mrs. ******** with out a returned response from her.  Coming to a resolution is our top priority. 

  Thank you,

• Initial Complaint

  05/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have had a very poor experience with purchasing shutters from Rockwood, I originally purchased 8 sets of shutters on 2/3/2023 for $4,688.47. After originally being promised quality shutters on my install date of 3/9/23 I received damaged and blemished shutters with chips and paint drips. Rockwood agreed to make it right and replace the shutters by making a new set. During that time of negotiations I asked to decrease the quantity of shutters to only 7, they failed to acknowledge my request and still made all 8 sets. After two additional rescheduling dates I finally received the repaired shutters on 4/18/23, sadly there are still imperfections that the install team could only touch up at their best effort the quality of the shutters is still not as promised. The visual appearance of shutters are outside mount and they now hide the interior window trim I had installed a few months ago. Sadly after install my Rockwood sales Rep told me inside mount could have been an option so my windows would not be covered by the shutters outside mounting style. However it’s not something they fully cover in sales pitch or recommend often as it is more time consuming from a technician standpoint as they have to be involved further in the quote process. This was a huge gap in transparency that should of been addressed fully during sales process otherwise I would have not purchased the set I did. After originally being promised flawless shutters in 6 weeks I now have half the quality product in 10.5 weeks. Rockwood offered to compensate me for my grievances of an amount $450. I requested to counter offer for an additional $640.12 for a total of $1,090.12. Which would cover the cost of the shutter I wanted to be removed and canceled from my order. They declined my request on 5/3/23, which has resulted me getting the BBB involved to help me request the settlement I deserve and being awareness to the poor customer experience of Rockwood.

  Business response

  05/05/2023

  Hello, 

  We have reached out and have spoken to the customer to further discuss her stated concerns. Both parties have come to an agreement on a resolution. 

   

  Thank you!

  Rockwood Shutters

  Customer response

  05/10/2023

  [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 would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  03/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Purchased the blinds through Home Depot. They came measured and the blinds were sent to my address. Had an appointment setup and waited all day for no one to show. I received a text and email asking how instal went and if I was satisfied. I replied telling them it was a no show, no one responded. I called only to be told I didn’t have an appointment but couldn’t tell me why one was made and why I receiving text and emails asking how it went. When they couldn’t answer my questions they hung up. I’ve followed up numerous times over the past week to either return or get another appointment and no one can help me. Extremely frustrated at this point. Spent $2700 on 3 shades and after payment they left me hanging.

  Business response

  04/24/2023

  Hello, 

  Mr. *******, 

  Thank you for sending over your message. I do apologize for the miscommunication regarding your appointment. I do see where one of our concierge mangers did reach and spoke with you regarding the issues. We rescheduled the installation for April 4, 2023. We will reach out to make sure your appointment went well. Thank you for allowing us to complete your installation. 

  Thank you,

  Rockwood Shutters

• Initial Complaint

  02/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We were referred to Rockwood through **** *****. The sales person came and he was lovely. The shutters were MUCH more expensive than I had anticipated (almost $1500), but I felt that for installation of custom made shutters, I would go with it. The first shutters came and were completely scratched. On one of the shutters, not a single row was unscratched. Rockwood asked me to send pictures and agreed to replace all of the shutters. Three months later, the new shutters finally came (today) and are also completely scratched. One is in okay condition but the other two are just as scratched as the original. In fact, I asked the installer to put one of the old ones back in because it was in better condition than the new shutter, which had numerous scratches and also splotchy paint all over the top edge of each row. That new shutter was also missing a spacer so it hung at an angle. The old one they put back in also hangs at an angle, but it is less severe. I called customer service while he was here to tell her I want them all removed and a full refund, which she told me could only happen after he (the installer) files a report. Ultimately, it is not clear why they are so expensive, as the materials are clearly not high quality. I am waiting to hear back from the company regarding removal and a refund.

  Business response

  02/28/2023

  Hello Kristin,
  
  We certainly understand you have noticed minor issues with your shutters.  Thank you for the photos.  These are items easily remedied by our professionals and field touchups are part of the standard process with custom installations.  It is not uncommon for us to return several times to the home for customer-requested modifications or minor repairs.  We want you to be extremely satisfied with your shutters. 
  
  I will be reaching out to schedule a follow up visit at a convenient time. 
  

   

  Thank you, 

  Rockwood Shutters

  Customer response

  02/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  This was an entirely new set of shades sent after the first set was also damaged. They offered to replace parts, but did not specify how they will ensure those parts are not also damaged as the last two sets were. 
  
  Regards,

  Kristin 
  
  
   

  
  

  Business response

  03/28/2023

  Hello Kristin,
  

  We certainly understand your concern regarding receiving parts that you will be satisfied with.  We feel most of the items you are not happy with can be fixed by our professionals inside your home.  We would like the opportunity for you to allow our field technician into your home to assess and address the issues. Our office has reached out several times to go over this with you and get you on our schedule at a time that is convenient for you.

  Customer response

  04/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
    This is the same response they gave previously, and therefore is not a response to my most recent message.

  Thanks,

  Kristin 

  
  

  Business response

  08/31/2023

  Hello, 

  Rockwood Shutters will insure the quality of the louvers before sending to the customer. We will conduct extra quality control before sending them out. We will be sending them directly to Ms. ********** via FEDEX, she will be able to look them over to make sure they are to her liking. We will also produce extra in case they are not up to her standards. Once she is satisfied we will then set up an appointment for our technician to come out to replace the louvers at a time that is convenient for her.

  Thank you,

  Rockwood Shutters

  Customer response

  09/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  As I have previously stated, I do not wish to have the parts replaced, as I do not trust that they will be received undamaged, as they failed to do with the first replacement that was sent. I do not wish to continue to engage with this company, which has failed to resolved the issue nearly one year later. I have told the company that I wish for them to remove the shutters and provide a refund, which they refuse to do. I would like to be left alone at this point, as they continue to offer the same resolution that I do not want.

  Regards,

  Kristin 
  
  
   

  
  

  Business response

  09/25/2023

  Hello, 

  Rockwood Shutters will agree to remove and refund the customers product. Mrs. ********** will need to reach out to our office to correspond a date and time we can send our technician out to her home to remove the product. Once the product is removed we will issue her refund.

   

  Rockwood Shutters

  866-867-6801

• Initial Complaint

  08/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  10/9/2021 I paid $3,542.29 for poly shutters. One of the frames was damaged in our family room and the kitchen shutter was a button catch, and are to be fixed. This has been an ongoing issue and they will make an appointment, then cancel and state the frame came in damaged or they cannot find it and once they could not get ahold of the installer. We are getting the run around and they will leave us on hold for over 35mins, my daughter called and they answered but left my husband on hold. Unprofessional SOW# ***************

  Business response

  08/24/2022

  Rockwood shutters contacted the customer and scheduled them for a visit with our technician today, August 24th, for completion of the project. We have the frame and will change the kitchen shutter to function with the Hinges, not the button catch. In regards to the hold times, we are looking into this internally and it will be addressed. We appreciate the customer allowing us into their home on August 24th to rectify the issues mentioned.

*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. ↩