Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed a proposal on 5/23/2023 for two security doors. On 5/30/23 we ordered two matching gates. The total cost was close to $9,000.00. We do not have any issues with the gates or the doors. While the doors were being installed, I heard a crash, an antique crystal *********** holder and my hand blown antique ****** vase from ***** was splattered everywhere. I did speak with the installer and told him what happened. Then I asked why didn't he mention to take remove anything I might have on my wall? No response. I asked why didn't ******, our salesman, mention it to me.? He didn't know. I phoned ******, emailed ******, finally he said someone from the insurance *** was going to contact me. I have all correspondence and records of phone calls in reference to this. ****** lied to me. The Owners of Steel Shield are rude and provide terrible customer service. They decided that it was my responsibility to remove things from my walls. Once they decided to blame my two German Shepherds, that was it. Now that the frustration is gone for me, it's time to report this company for their lack of responsibility. Attached are emails. They are dated. All other communication with ****** was by phone.

  

  Business Response

  Date: 08/22/2023

  
  It was not until almost 3 weeks after the incident that we were contacted by the customer who explained that the reason for this delay was that she was trying to get pricing for the broken vase and the candle stick holders, which she described as being priceless and was still awaiting an appraisal from an antique dealer. We were in fact notified by our installer that something on the inside of the house had broken but he did not know what it was.  Upon his preparing to leave, the customer gave him a $200 tip and invited him in for dinner which was very kind but unusual given the circumstances.
  The installation of these items would require the use of both power and hand tools. We were not aware of their location until we received a picture of the table from the customer along with her e-mail.
  All our work is performed on the outside of the home,and it has never been necessary or customary to go into the home to inspect it first.
  One would think that the customer having full knowledge of the valuable and priceless items next to the work area against the wall and knowing there was to be construction work directly on the other side of the wall would have moved these items to a safe location.
  Upon receiving her first e-mail notifying us of this we immediately contacted both our insurance agency and the ******* Registrar of Contractors to ascertain where the responsibility lies.Both explained to us that the responsibility lies 100% with the homeowner for not making us aware or showing the installer that there was something of value against the wall where he would be working and for not removing the items herself and putting them in a safe place knowing there was to be construction on the other side of the wall.
  
  ************************* & *************************,Owners
  Steel Shield Security Doors & More, LLCll us why here...