Customer Reviews & Ratings
Review Posted 8/15/2012
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Somethings Different
I have used Elizabeth Shutters on my prior home and current home and SOMETHING has changed. In the past I have always found the company to be reputable and great to work with but this past week I experienced something completely different. I discovered my upstair shutters, installed in 2010, starting to crack. After they were installed in 2010 I contacted the company because the finish was ruff and not smooth. They picked them up and did refinished them for me. Last week when I saw the shutters were starting to crack I contacted the company and again they were very helpful in scheduling the pick up ---but yesterday, (four days after the pick up) I received a call from "Dean" giving me the bad news that the shutters have "water damage" and are not covered under the warranty. When I said that we have new windows and no evidence of water leakage he became very rude. He said he could repair them BUT I would have to pay the repair fee. Since I've never had this type of a problem with the other shutters in my prior home and the shutters in my current home installed in 2006 I asked if perhaps he had changed suppliers. Maybe the moisture wasn't coming from my windows but from the wood itself. Dean said that was impossible and again said it was water damage coming from my windows. I am now a very unhappy customer and intend on following though with legal action. I do believe the company has changed ownership and I do believe they are using an inferior product and not standing by their "lifetime Warranty". I would not recommend this company and I will never use them again!
Business's response - by DeanFon 8/31/2012
Moisture damage is a difficult issue and we understand Ms Pizer is frustrated. Moisture sources are not always evident, but with over one million panels in the field we have become experts at identifying the results. Damage may be described many different ways but nearly always becomes evident as cracks in the paint and wood that follow the wood grain. Ms. Pizer’s panel has at least 7 louvers showing exactly these cracks. All of the cracks emanate from the right side of the louvers and most appear to come from the pin holes at the louver ends. This consistency strongly suggests a moisture source on that side. According to our notes, we have built at least three sets of shutters for Ms. Pizer over several years and none other than this opening have an issue. In an effort to provide extra customer service we repaired this panel at no charge less than a year after purchase. Although she recalls a repair for “rough paint”, the stated reasons in our repair reports taken from both Ms Pizer's repair request and the Installer's report at the time were detailed as “cracks in the paint” and “cracking paint.” ES has not changed suppliers, our Colton production facility, or our production methods in the past 10 years. As discussed with Ms Pizer, for the past 30 years all our wood has been certified kiln-dried, all our topcoat paint has been acrylic lacquer and both are produced in the U.S. If Ms Pizer is not comfortable with our assessment we suggest she take the panel to any reputable wood manufacturer for their analysis. We are confident they will ratify our report of non-warrantied moisture damage. Customer has non-warrantied moisture damage already repaired once at no charge. We recommend getting a second professional opinion we believe will confirm our own.
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Additional Business Information
Hours   Monday to Thursday 8:00 - 6:00 Friday and Saturday 8:00 - 5:00 Phone   (909) 825-1531 Address   525 South Rancho Avenue
Colton, CA 92324
Website Email
Contact   Dean Frost, President Other  
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