Complaints

• Initial Complaint

  03/14/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  AJ's custom installations, was hired by ****** in ******* ** to install my custom blinds. I paid $******* to ****** to have these blinds installed and I paid an additional fee for someone to come out and measure my blinds. My concerns I have with AJ's is the installer after he installed my blinds he left all the boxes for me to get rid of, the professional installer did tell me that he was going to report all the issues with the blinds so that these issues could be fixed. The issues were I ordered blinds for every window in my home. I received blinds for all windows except for one. Why I would order blinds for every window except for one is unacceptable. One blind was cut to short for my 3rd bedroom window, in bedroom number one they either AJ's, ****** or the person I paid to come and measure the blinds did not order a blind for the closet window, and then parts were missing or broken. I've reported this to ****** who has failed to respond to my request to get these concerns fixed or taken care of. I've complained to AJ's because they were paid for the service, I know their service was not free and yet no one has taken the time to fix these concerns between AJ's or ******. I'm tired of calling and AJ's is saying call ****** then ****** is telling me they've called the store and AJ's. AJ's sent someone out after the owner (Betty) lied like these concern's were not reported to her. All I want is the problems fixed or return me my money. I will never do a service business with AJ's again. I am very disappointed because I paid for the service and somewhere in there because neither ****** nor AJ's cares it is now March 14, 2022 my order was placed February 03, 2022 and the issues still have not been fixed. I want my money returned in full or I want them to finish what I paid them for!

  Business response

  03/18/2022

  We are a Contractor Company hired by ****** to install window treatments. The procedure is that we schedule an appointment with the customer to take window measurements, we send those measurements to ******, and once we have sent them to the store the customer will place the order at ******, we do not have any access to the order itself or receive any payments from the customers. On January 27th of this year, an appointment was scheduled with Ms. **** to take the measurements of her windows for blinds; during this appointment 24 windows were measured, see attachment (detail worksheet signed by Ms. ****); then an installation appointment was set up for February 22nd of this year; the installation was not completed due to missing some parts, such as tilt wands for three blinds- to operate the slats- also, one blind for the Bedroom 3 was ordered wrong by ******, it was ordered at at 34 7/8" width x 58 1/2" height, we measured it at 38 3/4" width x 58 1/2" height, and an additional window was measured by the technician during the installation appointment, Bedroom 1 Closet, which makes it 25 windows in total. Our office received the information from the installer regarding the missing parts, incorrect window and additional window measured the same day, Feb 22nd, and was forwarded to ****** the next business day, see attachments, records from our notes sent to ******. Also, we did an inspection requested by ****** on February 28th of this year, confirming that Ms. **** was missing the tilt wands to operate the 3 blinds, one incorrect blind and the additional window measured for blinds. Again, this information was sent to ****** the next business day March 1st of this year. We were not negligent, our business provided ****** with the information required to complete Ms. **** blinds installation. We have our own office, our company does not work at ******, we communicate with ****** through emails, phone calls and IMS (system we share with ******). Our company does not have access to orders, payments of any kind. Our company does not receive any payments directly from the customers, we are contracted by ******, furthermore, we only receive the labor fee, such as installation, from ******. We understand Ms. **** frustrations and have been in contact with her regarding her installation and what is missing to complete it, she is very pleased with our services and the fact that we keep calling ******, emailing the store and also we have reached out to ****** Corporate. We have yet not received any answers from the store associates whatsoever, it seems like nothing has bee ordered for Ms. **** at this point. 

  Customer response

  03/21/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  AJ's and ****** keep going back and fourth and I am the customer. Money was paid for a service I did not receive. AJ's did reach out to me in response to the BBB, AJ's did send a representative out to asses my concerns and now I'm being told that the missing blind was ordered but no one knows how I am going to get the missing parts. The new blind cost me an additional $** and I have to wait until April the 12th before it may be here or not. This has been the worst experience just trying to get custom made blinds. I could have saved about a $**** if I had not went through ****** and just dealt with a professional company. I got an email from ****** today saying they reached out to AJ's to advise them to call Bali's the maker of the blinds to tell them about the missing pieces, however, according to Louis that now works in Lowes Store #*** home decor department he states AJ's is refusing to contact the company. I wish I could give these blinds back and get my money back. No I will not be satisfied until the job is complete, and with AJ's the installer and ****** pointing the finger at each other no one is getting anything accomplished. I'm still without proper equipment to open and close my blinds and I'm still missing blinds because they were not cut properly and missing a window. NO I WILL NOT SAY I'm satisfied. I might be filing another complaint because I want a refund now for the services I paid for but did not receive. I'm tired of the going back and fourth.

  
  Regards,
  
  ******* ****
  
  
  
  

  
  

  Business response

  03/25/2022

  Ms. ****, we apologize for the inconvenience that this may have caused you. We are not sure why were you given such conflicting and incorrect information and runaround by ****** - but, we have been in direct contact with our District Sales Manager Tate, regarding specifically your issue, he has assured us that he will reach out to the management at the store regarding the proper sales and reorder procedures. Your replacement parts and blinds have been ordered directly by him; parts should be in on March 29th and the blinds on April 5th. We are doing everything we can to complete your project. As soon as you receive the product please give us a call directly at *** *** **** to schedule the finishing up of your blinds project. 

  Customer response

  03/25/2022

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: complaints@richmond.bbb.org.
  
  Regards,
  
  ******* ****
  
  
  
  

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