ComplaintsforTexas Rolling Shutters & Screens

• Initial Complaint

  06/06/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I entered a contract with Texas Rolling Shades and Shutters-********** **. The installation-completion date for my project stated on my contract was on or about July *****, 2022. I made a down payment for $7,347. Which was half of the cost with the other half due upon completion. The major issues are, of the 5 motorized screens I had installed, only 2 were installed to my satisfaction. 2 screens did not completely reach the ground to keep the bugs out as I requested and one screen stopped half way because it was so badly crookedly installed. These screens were drilled and screwed into a brand new White ***** Building Structure that I had ******* Builders-also BBB Accredited build to house our Jacuzzi. They were extremely professional, unlike this company. I notified *********************** on Friday, August, 26, 2022 via email that I was not satisfied with the work. On August 29, 2022, *********************** replied to my email saying that he would install bottom bar adapters on my 2 screens and fix the badly crooked screen by the fireplace along with providing me a remote control. (After August 29, 2022, I NEVER HEARD FROM *********************** AGAIN UNTIL June 4, 2023 asking for payment.) AS FAR AS I AM CONCERNED THE CONTRACT WAS BROKEN AND NEVER COMPLETED DUE TO GROSS NEGLIGENCE FOR ALMOST A YEAR. I could not use the screens during that time because my intended reason for the screens were to prevent the bugs from getting in which this faulty crooked installation did not do.Removing the screens would leave holes and glue which would cost more to repair than the screens.I entered this contract in good faith. I did not break this contract, **** did. I have suffered almost a year of gross negligence and I have not be able to use these screens as intended.The remedy I am seeking is to cancel the final payment and be done with this company. I do not trust them to fix anything after being grossly neglected for almost a year.I can provide emails and the contract as needed.

  

  Business response

  06/06/2023

  As explained in my initial email, I am new to the company and am trying to backtrack and close old outstanding accounts. I reached out with an acknowledgement that there had been a gross oversight and that my main concern was addressing your issues. I am very understanding of the frustration you feel and the neglect you feel you suffered at the hands of our installers. You have been offered a significant discount as an apology for the lack of service that you have experienced in resolving these issue, along with a promise of making it right and getting you 5 working screens. 

  Regarding specific concerns, there has never been a guarantee of keeping bugs out. It offers some pest reduction as stated in line 9, but without the adjustable bottom bar to close the gap of an uneven patio, that is not a realistic expectation.

  As per your contract line 27, there was no Adjustable Bottom Bar that was part of the initial contract. This was offered by **** as a post-installation upgrade to attempt to solve the issue you were experiencing due to an uneven patio. **** has offered these to you at no cost. 

  Line 32 that you initialed and signed below states that payment was due at completion of installation, which did occur. Minor adjustments, including a screen adjustment do not delay payment due. 

  That said, we understand your feelings about being done, and if that is the route you choose, we respect it. We cannot however leave unpaid product at your residence. We will set up an appointment to come collect the product and refund your downpayment less a restocking fee, as specified in line 14 of your contract.

  We have entirely different crews now than we did when your shades were installed. Our crew lead is very knowledgeable and respectful and would be happy to address your concerns whether it is in fixing your shades to satisfaction or removing them entirely. 

  Customer response

  06/06/2023

  Complaint: 20149863
  
  I am rejecting this response because:

   

  My project was never completed and taking a 10 month vacation without contacting me at all to complete the work is not acceptable!   This goes far beyond a business glitch, this is negligence and breaks the contract. In fact, your crew left trash on site and steel beams that I still have in my garage.

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

  

  Business response

  07/03/2023

  We truly appreciate your willingness to meet with **** and discuss a plan moving forward. We have the repair parts on order and will call to schedule a final service call once they arrive. Thank you for giving us a chance to make this right. 

  Customer response

  07/05/2023

  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 based upon the following conditions: When I met with **** we agreed to a discount ***************.  I agreed to pay this discounted price only if the repair work could be performed in a timely and reasonable manner.  **** said the repair work would be performed in 2 weeks,  it has since been 4 weeks and he has not contacted me.  If I am negligent again for months without being contacted, I will not pay the discounted price at all and it will have to be resolved in Arbitration or Court!
  
  Regards,
  
  ***********************

*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. ↩