All I can say is Don't Do It. I know what you're thinking - they have a pretty high rating, Gabriel seems so nice...but trust me DON'T DO IT. They're great when they are selling you something but afterwards when you need service, forget about it. Our motorized blinds were installed about 3 years ago and one stopped working in November of 2012. It's still not fixed. They ignored my phone calls (weeks and weeks), they didn't show up for 5 appointments (when I took days off work), were up to 3 hours late when they did show up (the other 2 times). I had to order a replacement motor from another blinds person and all they had to do was put it back in. At the last minute, after 9 months of this nonsense and an appointment scheduled for the next day, I was told that they would charge me $120 for them to pop in the motor back in. Obviously I was angry. Adriano who is the only redeeming character in this story finally didn't charge me. As a tip, best way to get a hold of them? My husband got Adriano's cell phone number and we communicated through that. Good luck otherwise. They put the motor in and it still doesn't work. Have they followed up (it didn't work when Michael put it in)? No. Do I know why it doesn't work? No. Will they help me? No. So, yes Gabriel will be great when he is selling you something, but inevitably you will need service after you've been sold and then you will realize that Excel Shades is the worst company to help you when you need it the most. I waited till now to write this review because I thought they could help me. So you must be wondering what am I doing now with my 9 months of pain, wasted time and financial loss with a blind that still doesn't work? I'm going to pay someone else (even though this is under warranty) because I cannot take another year of this garbage after spending 5 figures on my blinds. Don't make the same mistake I did. Don't do it.
- Approximate cost of services:
- $10,000.00
- Company Response
Thank you very much for your feedback. Your experience is not acceptable. Unfortunately due to illness Gabriel was unable to work and as a result of this Excel Shades is currently under new Management. All of our customers are very important to us.
as part of your order with Excel Shades, you're entitiled to receive a one year in house " service "warranty. After one year Hunter Douglas covers the warranty on product issues, however any costs for service is at the owners expense. Just like any other industry, an average service call fee of min $90 is standard along with providing a window of 4 hours to arrive.In looking into Excel Shades records, it appears that a total of 3 trips were made. One in May, June and July.. which resulted in first visit not having proper details to execute the repair, the ladder was too big to go up 7 flights of stairs. The second required a foldable extension to prevent risk of injury and on the third attempt in July, the motor in the blind was repaired.
As you stated, your order is three years old, 3 attempts were made to rectify your problem and no money was collected for the service charge. Unfortunately due to the transition in management, your matter was unresolved. Please accept my apologies for any inconvenience you have experienced.
All of our customers are very important to us. We believe in customers for life which is why we have been in business for over 20 years. Please give me a call directly to rectify this situation. Regards Carmela. Owner