ComplaintsforRocky Mountain Shutters & Shades
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Complaint Details
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Initial Complaint
06/06/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
THERE SHOULD BE NO CHARGES FOR WARRANTY WORK. CONTACTED COMPANY AND WAS ADVISED THAT THERE WOULD BE CHARGES FOR THEM TO HONOR THE PUBLISHED WARRANTY.THERE IS NO INDICATION IN THE WARRANTY STATEMENT THAT CUSTOMER WOULD BE CHARGED FOR WARRANTY CLAIMS. PURCHASE WAS WITHIN STIPULATED WARRANTY PERIOD OF 5 YEARS. PURCHASE WAS MADE 8/2020Business response
06/06/2023
**** called and had a shade that needed repaired.
He purchased in 2020. We explained that the shade was of course still under warranty but the service was not. So if he wanted an in home service call there was a charge for that. His in home service warranty was 1 year as per the contract he signed.
He could also bring the shade to our store for warranty repair for no service fee and ********** to ***************************, the only thing not covered under the warranty is a $15 freight charge and the shade can be sent back to the store for the client to pick up or directly back to the home after repair.
I sent the client the below email along with the attached warranty and his signed contract that shows the 1 year service warranty.
I am not sure what refund he is wanting, but there will be no refund given. Warranty work is available as explained in my email to him.
Mark,
I am sorry you are frustrated by the *************************** warranty.
I wanted to send a copy of your signed contract and the *************************************
We are happy to get your shades serviced. The service warranty is 1 year, that is why if you want an installer to come out there is a trip fee.
If you bring your shade to one of our stores there is just a small $15 freight fee and the shade will be shipped directly back to you.
There is no charge for the repair on the shade, that is covered under the warranty.
I hope the documentation attached helps, and I am sorry for any confusion or frustration.
Sincerely,
*************************, Owner
Rocky Mountain Shutters & Shades
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.