On April 18th, I met with Todd and we discussed that I was closing on the new house in Sterling Ranch on June 6th and that we wanted shutters on the windows. He took the measurements, sent me a quote, included $200 off to allow him to put a sign in our yard and said it would take a day and half for the installation. Since we were closing on June 6th, at 11:30am, that would count as the half day and the rest of it would be installed the following day on June 7th which would be the full day of installation. The quote was over $13,000 and we paid him 50% up front for 26 shutters and one custom shutter that had a special shape. From that time to June 3rd, we didn't hear anything from the company so I called to confirm the installation only to be told that I didn't schedule anything with them, that we never discussed installing on June 6th and that they couldn't do the installation until June 12th! Also, they said I told them I was closing on June 5th. (This is a new home build that I've been waiting for over a year, I KNOW my closing date!) They scrambled and said they would be able to install the shutters on June 6th. Just to be safe, I called their office again on June 5th to confirm and was told that the installer is confirmed and it would take 1.5 hours to install all 27 shutters. (By the way, the installer was going on vacation from June 7th to June 12th so if I had any issues, I would have to wait until he returned.)
The shutters were installed on June 6th but the split wasn't done on the shutters. I was told the split wasn't done because I wasn't there to tell the installer where to split the shutter. That is interesting because everyone at that company has my contact information plus I am not in the blind and shutter business. This is why the company was hired and Todd even recommended the spot to split the blinds when we initially met.
The custom shutter with the special shape had not arrived on June 6th with the other shutters. Of course, we were not made aware of this since there had not been any contact from them since they were paid the 50% deposit. When I called Todd to ask if I could cancel the special order he said it was too late because "they had ordered it back in April and it wouldn't arrive until July". Neither of the other two Hunter Douglas shutter companies I obtained bids from said that a special order would take 3 months, they said it would take 4-6 weeks. The most likely scenario is that it wasn't ordered until June 6th when the installer realized he was missing the special order.
After all of this, Todd has the audacity to mention the sign he wants to put in the front yard. I asked if he really thought he deserved to put the sign in the yard and he said he would add $200 back to our bill. After I said that he could put the sign in our yard but I wouldn't be recommending the company and a bit of back and forth, he agreed to not place the sign in my yard.
At this time, I have an appointment in a week to let the installer know where to split each shutter and waiting with baited breath to hear from them on the arrival of our special order shutter with the cut-out that took 3 months. Somehow I have the feeling I will be calling them several times in July asking if my shutter arrived. If you have nothing but time on your hands, love constant disappointment, love getting blamed for their mistakes and poor customer service, give them a call. read more
