Complaints

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• Initial Complaint

  Date:12/13/2022

  Type:Product 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.

  On February 16, 2022, I received an estimate for a patio screen from ******* ****** on a condominium I had just purchased. Because she told me their wait list was 6 months long, I made a deposit of $2100 to secure a place on the wait list with the understanding that I had not completely decided whether to screen the patio and was told by Ms ****** that the deposit was fully refundable if I cancelled. I did receive a call from Ms ****** in August stating that I was getting close to coming up on the waiting list and asking if I had made a decision yet. At that time, I was just getting moved into the condo and told Ms ****** that I had not yet decided and asked her to please call me again when I was moving up on the waiting list again. The next call I got was from Ms ****** on October 27 "reminding" me that my installation was scheduled for the following Tuesday. I called back the same day and said that I had actually decided that I did not want to have the patio screened. She said she would have the owner "*********" call me. I got a voice mail from "*********" the next day saying that I would only be refunded 1/2 of my deposit as they had already ordered some parts. I called back, getting voice mail, and left a message saying I would not be happy with 1/2 refund as I had never confirmed the order and was verbally promised a full refund if I cancelled. I asked "*********" to call me back to discuss but, to date, have never received a call back or a refund in any amount. I sent the attached letter to Screens & More on November 20 and have not received any response. I am seeking refund of my $2100 deposit.

  Business Response

  Date: 12/23/2022

  We were in contact with ****** ** **** from the time she gave us a deposit for the work.  Once you give us a deposit, we put you on the schedule. We call Ms. ** **** to let her know that we would start her job in three days.  That is when she said she wanted to cancel the order. She should have called us to let us know that she wanted to cancel the order, not wait for us to call her to tell her that we are going to start the job, and then say I want to cancel.  Material had been ordered and  purchased for her job. I did reach out to my attorney,  and she said legally I do not have to refund her deposit because, she did not cancel the order in a reasonable time.  I did tell Ms. ** **** that I would give back half of the refund.  She was not happy with that.  I am putting a check in the mail to her today for half of the deposit.  I hope this settles this issue.

  Customer Answer

  Date: 01/11/2023

  The business mailed me a check refund of $1050, 1/2 my deposit, which I received on January 3, 2023 with a short note from the owner (I assume), ********* *******, stating that when I was "informed" of their refund policy by ******* ****** when I signed a contract with them in February 2022. I informed Ms ****** at that time and at the one subsequent communication from them in August 2022 that I HAD NOT DECIDED WHETHER TO PROCEED WITH THE PROJECT and made the deposit as the only way to get on their waiting list. I asked both times, February and August, about the refundability of the deposit and was not told of any other refund policy other than the deposit was fully refundable if the order was cancelled. At no time did anyone place any time limit on cancellation or state that the deposit would be only partially refunded. The "contract" that Ms ******* refers to in her note to me, attached, states nothing about refund policy or time limits. It only records the deposit paid, $2100, and the balance that would be due on completion. The only person I ever spoke to at this business was ******* ******, and the only refund policy she told me was that it was fully refundable. Nothing else. I informed her both times I spoke with her that I had not decided whether to proceed and only wanted to be placed on the waiting list. 

  Business Response

  Date: 01/19/2023

  I sent a check to Cheryl McRill in the amount of $1050.00 for half of her deposit.  She still insists that I owe her the full amount.  She wanted to be kept on the schedule. Then when we called her to let her know what date we would be starting her patio enclosure is when she decided that she wanted to cancel.  She had 8 months to call us and cancel her order, not a week before the job was to be done.  We contacted her, not the other way around.  She filed a law suite with the small claims court.  I am waiting to here back from the courts as to what date we need to go to court.