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:09/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 signed a contract in April to replace screening & paint the existing screen frame. Final payment was made on 7/13/23. I had to call them back to clean up paint residue on the pool coping, install missing screws, & touch up paint. This was done on 7/24/23. I also showed them that the screen doors were not closing properly which would allow lizards, etc. to enter the patio. They said they would be able to shift the door frame & correct the issue. The company adjusted one of the doors on 8/21/23 but said the other frame would have to be removed & reinstalled at an additional cost. I questioned the previous understanding of adjusting the door at no charge & was rudely told I was complaining & that 95% of their customers are happy. I told him I was done and he left. While cleaning that weekend, I found one screen that had split from the spline. Fixing this is part of the companys warrantied scope of work (1 year). Due to my work schedule I asked my mother to contact them and show them the issue. She was told the soonest they could meet her was on 9/5/23 between 2 and 4 PM. She cancelled a doctor's *********** and waited at my home until 5:30 PM after calling and texting starting at 3:30 PM requesting an ETA. She kept getting an automated response that they were busy and would call her back. My mother has since left messages with no response. She and I dealt with this company in a professional, respectful, and businesslike manner. In return our concerns have been dismissed, our time has been disrespected, and we have been treated in a rude, condescending manner. The warrantied work needs to be fixed. They also installed another panel with a s**** through it. When I pointed it out they removed the s**** and reinstalled it through the screen again, the other way. I would like that panel replaced too, as I can no longer trust this company and do not want to deal with them again for an issue they created.

  Customer Answer

  Date: 09/27/2023

  I received a text at 9:07 AM today which read: "Good morning This is Nice and Tight Screen Can I send one of our guys to respline the panel that are loosing for you today. Please send me pictures from that panel or be home to show him what you need, Thanks, I'm sorry for any inconvenience." 

  I responded: "I will not be home until 5 PM today. If the person replacing the screen can be there between 5 and 6 PM today I can show him the panel then." I received a message saying "I send him after 5." 

  First, the message mentions re-splining the screen. However, the screen seems to be torn from the spline. I would also like the other panel with the s**** through it replaced. 

  I left work early so I could get the repair done. I got home at 3 PM and have not left since. My neighbors, whom I spoke to today, can confirm that I have been home all afternoon. No one from the company showed up or tried to contact me, as if to prove my point that this company has complete disrespect for their customers' time. I received lots of texts confirming their appointment times, but they almost never showed up as promised and could never give me a reasonable estimate as to a window for an ETA when I asked. 

  When this company finally sent a person to clean up the residue on my pool coping, that person showed up unannounced and walked right onto my back patio. The company does not have permission to show up on my property unannounced or walk into what is considered a private space without being let in, and it does not have consent to do the warrantied repair without someone here, especially since my trust in them is now completely destroyed. They will have to schedule time when I or someone else can be at home. 

  Customer Answer

  Date: 10/01/2023

  Just received a text from the company that reads: "This is an automated reminder about your appointment at 9:00AM on Oct. 2 with Nice and Tight Inc. Please allow 2 hours flexibility (except 8 AM appointments)." 

  I have no idea why I received this text. No one from the company has contacted me to schedule this appointment, and I have not contacted them. The last I heard from them was last week when they scheduled and did not show up, which I logged with BBB the day it happened.

  I will be at work tomorrow. The company does not have permission to work on my home or property without discussing it with me first, nor do they have permission to work on my home without someone there. 

  Customer Answer

  Date: 10/06/2023

  I received the following phone message at 6:01 PM on Thursday, October 5: 

  Hi ******************* this is **** with Nice and Tight Screen I ha[d] my guy, this Monday, he stopped by your house but there was nobody there so we were not able to get inside the house or outside the house, so we have another time available for you this coming Monday in the morning between 10 and 12just want to check if you are going to be home so we can send our guy and take care of the little things that w[ere] left behind. Give me a call. Thank you. 

  I replied by text: 

  ****,
  *************** to your phone message from yesterday. I work during the week and did not speak with anyone from your company about an appointment for this past Monday, 10/2, so I do not know why someone was sent to my home then. I am not available between 10 AM and 12 PM this coming Monday, 10/9. As of now, I am available the week of Monday, 10/16 after 6 PM. If you would like to schedule for that week, please let me know by next Wednesday, 10/11.
  Thank you,
  ***************************

  Customer Answer

  Date: 10/17/2023

  **** from Nice and Tight came to my home last night at 6 PM as scheduled and took care of the loose spline on the roof and top and bottom screen panels. He also swept out the screws left in the gutter and replaced a panel with small tears on the top of one door. The panel with the s**** in it was left alone, but if it begins to tear it is on record that it was installed that way. **** was timely, efficient, and very nice. So was the painter who spent two days at my home doing the bulk of the work, and the older man who returned with him on the final day of the job to ensure that everything was cleaned up. I hope the owners treat their employees well, but the treatment I received as a customer suggests otherwise. The owners could learn a lot from their crew members about ensuring a quality job and treating people as more than a paycheck. 

  Thank you to the BBB representative who mediated this dispute. It is disheartening when a company's customer service goes only as far as the final payment, especially in this economy. I very much appreciate the BBB's time and assistance in resolving this matter.