TOP WOOD SHUTTER INC

WARNING, DO NOT USE TOP WOOD SHUTTERS.
I spent almost $10,000 on shutters through Top Wood Shutter with lifetime warranty and it has been a nightmare ever since.  They installed all the shutters and obviously, I cannot fully inspect every shutter in detail until they are gone.  After detail review, I iscovered many issues including big gaps between shutter panels when they are closed, cracked louvres, bubbles in the paint, frames or seams not caulked so looks unfinished, etc. 
When I reported these issues, Mike Zheng came out to inspect the issues.  My wife was not finished showing him all the issues.  He took a few pictures and just rushed off.  Two weeks later, we get an email that we needed to fill out a form indicating all the damage.  We filled it out.  After that, I get this email stating I have to uninstall the shutters myself and take the panels to the manufacturer in
Long Beach.  I live about 100 miles away from Long Beach.  I have lifetime warranty and expected Top Wood to handle any issues with the manufacturer.  They said it was not an installation issue but a manufacturing issue and I have to deal with the manufacturer myself.   
Below is part of my email correspondence with them.  I have removed my name for privacy.  I threatened that I would sue them and write negative reviews on Angie?s list, Yelp and BBB. They initially responded that under this circumstance, they will waive
the trip charge and take it to the manufacturer for me.  I then clarified whether they will also pick up from manufacturer and reinstall them.  That?s when someone named Hank Morgan responded and said they have changed their mind and will NOT waive the trip charge and I am on my own.  I said then I will be forced to seek legal action and write negative reviews.  That?s where I am now.  
 
EMAIL TRAIL:
On Apr 11, 2013, at 4:29 PM, info <[email protected]>
wrote:
Hello,
I understand your view on this, however
this problem was not due to our installation process. The problems you have are
caused by the manufacturer and we have to follow their proceedure to resolve
this issue. Unfortunately they will not come out and pick them up. They are
requesting you to bring the panels to them.
Thank You,
Juli Barba
 
http://www.topwoodshutter.com/img/logo.jpg
We are
bonded and licensed.
 
From: Personal <
To: info <[email protected]>
Cc: "[email protected]"
<[email protected]>;
mike zheng <[email protected]>;
Sent: Thursday, April 11, 2013 3:39 PM
Subject: Re: MR48308 s/m
 
Are you
kidding me?  You expect me to uninstall the panels and take them to this
place myself?  What kind of service and follow through are you offering.
 No where was this stated in the guaranty or contract.  I spent close
to ten thousand dollars for your shutters expecting full service warranty.
 Please advise ASAP.  
Sent from my iPhone
On Apr 11, 2013, at 1:39 PM, info <[email protected]> wrote:
Hello ,
Here is the address you can take the
damaged panels to along with the name of the person to ask for. Please make
sure to take the forms you filled out so they will know what damage to repair.
Thank
You,
Juli
Barba
 
http://www.topwoodshutter.com/img/logo.jpg
We are
bonded and licensed.