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:05/02/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Had missing and broken part. Contacted company and they sent broken part and some missing screws almost a week later. Also the top track was missing one side of the sweep guide. Contacted company again and was told they ship the screen without the sweep because customers have had issues with installing top track. I stated thats ridiculous because you need both sweeps for alignment because the bottom track comes with both sweeps. With only one side on the top track the screen has a lot of play. They told me they would send the other top track. A week later I received two large pieces of aluminum bottom transition track. Called and talked with owner about all the shipping mistakes and he seemed offended by my tone and he actually hung up on me. I called back and ask if he hung up on me a he said yes he wasnt going to let someone talk to him like that (I was obviously upset but didnt think I was out of line, and definitely didnt deserve to be hung up on). Was a little confused because I called as an unhappy customer that just wanted a part sent to me. When I asked him why they sent me a totally unrelated part he stated we all make mistakes. I told him to just send me the other top sweep or not, either way I was not going to waste any more of my time on this company. To date I have not received the sweep and have had no contact with the company,

• Initial Complaint

  Date:08/25/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  I purchased the screen doors in in May of 2022. Upon receipt of the doors, we discovered they were missing parts. We notified the company and were sent replacement parts.Upon receipt of the replacement parts, we realized we were sent incorrect/incomplete parts.We proceeded anyway, but it did not work properly. We asked for a replacement of the unit that had incomplete, incorrect parts and were told that it was not covered by the warranty (this made no sense it was brand new) and that they were not authorized to replace one major part of the unit without charge, and CC'd in the owner who "might be able to help." We were sent "troubleshooting videos" and told we could buy additional screen to load in the door for $100.The owner never replied. The right side of the screen door literally never worked from the moment we took it out of the box. A year later, it completely failed and would not extend or retract at all. We contacted the company and updated them that the thing that had never worked properly had now totally failed and asked for a refund. We received a call back letting us know that we had owned it too long for them to help us at all.We paid $637 for custom retractable french screen doors that literally never worked a single day we owned them, and only took 15 months to completely break to the point of them needed to be removed and thrown away.

• Initial Complaint

  Date:02/25/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Prior to a purchase order, I repeatedly spoke with Casper Screens about the specifications for my door, including the width, and they recommended a door that they assured me would work. On August 22, 2022, I made an on-line purchase of a Casper Retractable Screen for which my **** card was charged $468.66. We had many issues with the product performance. Wind would blow the screen out of its track on both the top and the bottom. When this happened the door would not retract all the way and would get out of track. Also, the screen was damaged as it blew out of the track, to the point that it did not block insects from entering the porch. (Please see attached pictures). I called Casper Screens on 11/15/22 and presented these problems to *****. I also asked whether they could send out one of their installers to help us. Her response was surprising. She said that they don't recommend doors as wide as ours because wind can blow screen out of track. As stated above, prior to purchase, Casper Screens stated that a door of our width would work just fine. ***** then suggested that she would send us a new door for $100. I asked what was the point of that since the same problem would just happen again. Then, she suggested keeping the door open on windy days. This was a ludicrous suggestion since the purpose of the door was to keep our dogs from getting out and keeping flies off of the screened in porch. I then asked about their Lifetime Warranty. She told me she was unable to arrange this and the manager would call me back. I called back on 11/22/22 and ***** said the manager has been "busy". My wife called numerous times after that and ***** just repeated that the manager would call us. This never happened.

• Initial Complaint

  Date:02/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  I purchased 3 screens in October 2021 and had them installed by Casper. They worked well only on the day of installation. I initially thought I might be inexperienced in "handling" the "deluxe, high end" screens and coupled with the fact that I only used them during Fall/ Spring for a few weeks at a time, 15 months has passed and I realize it's not me; it's the screens! I really should not have the issues of the mesh coming out of the tracks and terrible, un-smooth function every time I open/close the screen.on top of all this, customer service is HORRIBLE. when I was making the purchase, a technician was at the ready to immediately come and install. Now that I have an issue, they sent me DIY "trouble shooting videos" and told me a technician may not be able to service my area for a MONTH!