ComplaintsforGotcha Covered

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a mechanical shade from the company, after one month of waiting for the product, the product was installed and one day later it malfunctioned. I contacted *********************** the owner, I have the email thread back and forth of our conversations. He told me he would replace the shade at no cost to me due to its malfunction. I paid him for the balance of the shade in good faith that he would deliver the working shade. He did not, I sent him emails and he disappeared and never replaced the product.

  Business response

  04/18/2024

  Hello thanks for the opportunity for me to reply to ****************.

  I wanted to bring to your attention our warranty that all our customers are made aware of. On the second line, it reads, "ALL SALES ARE FINAL. Due to the custom nature of the order, all sales are final and may not be cancelled for any reason. There will be no partial or full refunds given for the delay or events outside of Gotcha Covered's control and for any appropriate refunds, the amount shall be solely subject to the discretion of Gotcha Covered."

  At Gotcha Covered, we appreciate and respect our clients. We pledge to provide high quality products and services that will meet the customers expectations and add beauty and value to their home. **************** requested that her shade be replaced due to the creasing that started to occur in her fabric. We agreed to help her with replacing the shade. **************** demanded that she receive her warranty shade during the busiest time of the holiday year- Thanksgiving through Christmas. We were not able to meet her time frame during the holidays, so we were told that she opted to find another company to produce the shade instead of going through our manufacturer's warranty. 

  As we offered before, our resolution will be to process a warranty through the original manufacturer and replace her shade with a different fabric.

  Thank you for your attention to this matter.

  Customer response

  04/19/2024

   
  Complaint: 21582310
  
  I am rejecting this response because this is not accurate and it is not true.  In the email thread I've attached **************** gives me two options, one option he tells me he will remake the shade using a different material, and that option doesn't carry a warranty.  Option 2 we go with another manufacturer (as he states in his email the manufacturer he used "TWO USA has offered insufficient assurance that their extra-wide roller shade can meet that single-roller requirement using your current choice of material.  Furthermore, TWO USA offers only a 'limited warranty' for that extra-wide product size for these fabrics.  That's NO warranty for all practical purposes."  I reply to his email and say, lets go with option 2, as I don't want to order anything without a warranty.

  Mr.  ****** agrees to come to my home in the emails to show me new swatches to choose from and choose the color.  We go back and forth trying to setup an appointment.  The email with the options he proposed to me is dated October 18, 2023, he doesn't schedule a date to choose swatches until November 2nd, 2023.  The meeting finally happens this time my husband is present, ***** tells us the shade is a piece of "junk," that it was his first time using the manufacturer and that he is now going to go with a different manufacturer, and "eat the cost."  We chose a color and a fabric he tells the both of us it will take about 2 weeks.

  Fast forward five weeks later, no word from **************** on updates or follow up with the status of the exchange.  I email him on November 26, 2023, kindly asking for an ETA on the shade.  He replies three days later, and this time blames the delay on the holiday.  This is where my frustration begins, how can this job be blamed on the holidays, if he "ordered" the shade on November 1st, 29 days before November 29th, 2023 (my final email to him), why wasn't that mentioned when we ordered the shade, instead we were told it would be "about two weeks."  I then write in my email (last line), "At this point I just want my roller shade replaced."  I didn't mention anything about not wanting to go through a warranty, and what warranty with what manufacture as he clearly states in his email, he isn't using the same manufacturer anymore!! 

  I just want a refund or a replacement mailed to me for the defective shade, I want this company to do right by it's customer (me), and give me what I paid for in good faith.  I also have texts that show the shade was defective one day later, and I still paid him, because he is a small business, and I trusted his word.  Now I am over 2k out and a shade that is defective.
  
  Sincerely,
  
  ***************************

  Business response

  05/09/2024

  Hello BBB-

  Thank you for helping to get the communications between the two parties streamlined. As I stated on my prior response, we offered as our resolution to get ******************** shade replaced with a new fabric. If she is willing to accept this resolution, then I will work with the manufacturer to get it replaced.

  Thanks,

  *****

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