Had used Gabriel to install shutters in our previous home approx 20 years ago..and had great service. So of course when we moved into our new home we called again. This time was a totally different story, he didn't return calls, shutters he installed I can not open as they are too large and they hit overhead lighting, with my disability it is impossible to open the shutters, and even my husband can't open due to the design/installation. The shutters are not all the same and inconsistant in their installation - some in the frame some on. Blind ordered came in 3 pieces and installer told us he wouldn't install as it wasn't the correct size. I have tried since the installer was here to get resolution many phone and emails later..have had no call back. Not one call or email since the day the order was placed. His total lack of accountability to the work performed and still outstanding is frustrating especially when I trusted him to complete the job as ordered. In discussion he refers to his high standards and family values. We trusted him he hasn't called once to try and resolve.
He has charged my visa without authorization, and the work is still not completed.
Have read the response from Excel and find it to be pure fiction. The light in the bathroom was installed at build and the shutters do not open still to this day. The shutters in the basement are not attached to the window and fall over when touched. I wanted from the beginning roman type blinds in the bedroom and upper loft, and after the fact I was told that it couldn't be done.
I have nothing to gain from saying anything but the truth and anyone wanting to see for themselves are welcome.
Was disappointed that this occured as previous experience was positive. Never resolved, visa was credited back.
- Approximate cost of services:
- $3,000.00
- Company Response
We are very disappointed with the negative outcome of this order and your unwillingness to preserve a 20 year business relationship. As you mentioned, this time things were definitely different. Our professional expertise and guidance was originally accepted at the time of purchase. Although our contract clearly states that no changes or cancellations can be made, based on our previous relationship, an exception was made two weeks after the agreement and changes were accepted for the master bedroom window. When the order was installed, our installer received a $20 tip which typically indicates a measure of satisfaction. Your response after the install was that “you were very happy and loved your shutters” We acknowledged an error was made with your three roller shades and we were prepared to rectify this problem as quickly as possible. Unfortunately, the next day, you immediately broke your contract by reversing the partial payment which was agreed upon in your contract. Your dissatisfaction with “new” issues which you were originally pleased with began.
This entire order was placed with no frames, therefore it is impossible to install inside mount shutters on the outside of a frame as you stated. The 30” window with one panel is the best option for a single pane of glass window as it preserves the maximum view. Two panels would be more difficult to operate than a single panel. This was agreed upon at the time of purchase.
As for the overhead lighting, clearly it was non-existent at the time of installation as it would’ve prevented the install from taking place. At the time of sale you provided authorization to charge your card for partial payment as stated in your contract which was acknowledged and signed by you.
The total value of the outstanding blinds to be remade was approximately $760 and a fair balance of $1000 was left outstanding upon completion of the order. Although you authorized partial payment, you immediately reversed the visa payment for $1000 leaving a new total balance of $2000. Your reversal of payment contrary to your contract is the reason your order has not been fully completed. Upon receipt of payment, we would be more than happy to rectify the issue with the roller shades. As for the shutters, they were made according to the contract. Any changes requested are subject to additional cost.