After viewing an ad in the LA Times I called The Shutter Factory and was given a very good price based on my square footage. I was told I had to drive down to the factory (200miles round trip) to firm up price. Once I arrived I was told the price had changed. The salesman had conveniently forgot to include installation, tax and build-out charge required for the size of shutters I wanted. I was told I had to 50% deposit. I quoted a fee of 1.25 per square feet for installation of shutters. I was told that the price could change if the square footage was wrong.
When The Shutter Factory employee came to re-measure, indeed the square footage did change, it was lower. The salesman, however, had inadvertently forgotten to charge me for a few things and surprisingly the price change. He also completed misquoted the
installation fee which was 1.25 per square foot but also had other charges which amounted to an additional $245. I immediately called the Shutter Factory who assured me they would work with the installers to lower the price. Marquise, who is not only is a part time employee for the Shutter Factory and owner of Hawley CIc (installer) but is a school teacher.
Once the shutters arrived I was disappointed with the quality. This was not what I had seen at their showroom. I was none the less excited about finally getting shutters which I had saved up for the past year. I immediately notice chipping and peeling. I called and tried to get hold of Julie in sales. I left her at least 6 messages without a return phone call. Finally at 7:30 P.M. She called and advised she was not the right person. Millie in customer service was. Well by then the shop had closed. Another day passes without resolution.
Finally got hold of Millie who was nice, but could offer nothing but "she needed to get hold of the owner, David Blanchley. I must also add that the only way I was able to get David's last name was reading the numerous other complaints listed for The Shutter Factory. Anyway, I was not about to have these shoddy shutters installed in my house. The Shutter Factory does not pick up their "damaged" goods, so I had to find a baby-sitter, pick up my husband and make to 200 mile round trip, again.
Once there I was surprisingly given the run around. Finally David and Eric (the general manager who I still don't have a last name for) came out and gave us quite a song and dance. They promised us complete satisfaction. I inquired about a refund and they said no but I would be thrilled with their product once they correct the mistakes. They also agreed to help me with the installers.
The installation... Where do I begin? Marquise referred me to Hawley CIC. As a matter of fact she made the appointment and had the installer call me from her house at 9:30 P.M. The night before my appointment. They hung two of my windows crooked. The
installer was so upset with The Shutter Factory he told me he was going. It was his first job with them. What does that tell you!
As of today, May 6 I have still not had the 5 phone messages returned. I have left messages for both David and Eric as has my husband.
I have contacted the Better Business Bureau, The California State Attorney Generals office, Federal Trade Commission and Consumer Affairs. I don't know if these agencies can help me get my money back but if it helps one other person not get sucked into The Shutter Factory's poor business practice, so be it.
Any advise is welcome. I see that David has rebutted one of these letters. He commented on not knowing their name. My is here, you know who I am David and I am waiting, still, for your call.
Allison
Northridge, California
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