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:09/29/2023

  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.

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because the defective screen enclosure is covered under a five year warranty.  The Five year warranty has not expired. Impact Enclosure is responsible for repairing the damage based on the warranty terms. The metaphor that Impact Enclosure used in its Answer does not apply to this matter, because it is not one in the same. An racoon damaging a paint job does not pertain to this situation, because the painters did not market the paint as if it would keep racoons off the paint. Impact Enclosure failed to use a metaphor that applies to this matter.  Impact Enclosure marketed the upgraded screen to me as if it helps keeps bugs out. Apparently, the screen does not do what it suppose to do since bugs/insects are able to damage an screen that allegedly suppose to keep them out.  Emphasis, Bugs/insects damaging an upgraded screen which was marketed to me by Impact Enclosure as a screen to help keep bugs out has something to do with the install/warranty.  I upgraded and purchase the type of screen that allegedly keeps bugs out. I did not purchase the standard screen that comes with screen enclosures. The product did malfunction, because it was suppose to keep bugs out.  The upgraded screen that I purchased from Impact enclosure failed because damaged occurred by bugs/insects.   Bugs/Insects damaging an upgraded screen which I paid extra money for which allegedly keep bugs out is an issue that should be covered.  A blind person can tell that the damage didn't occur by a person. A blind person can tell that the damage occurred by a bug/insect.   I attached a copy of the warranty for reference purposes. I should not have to pay for screen replacement when the upgraded screen that allegedly keeps bus out has failed.  The faulty screen should be covered under the warranty since its defective. I  I submitted the complaint with the Better Business Bureau first in hopes that Impact Enclosure would do the right thing.  It appears that Impact Enclosure is not willing to honor their warranty terms on their own. The next step will be to file a Small Claims lawsuit with the Duval County Clerk of Court so the Judge can resolve this dispute in accordance with the law.  

  
  

  Regards,

  
  

  ***** *******

  
  

  
  

  
  

  
  
  oo much money to have to use scotch tape to mask the damage that insects and/or bugs caused. It’s strange that anyone else who looks at the screen can tell that it looks an insect chewed on the screen. It’s strange that Impact Enclosure who is the gate keeper to the warranty doesn’t see the same.

  Business Response

  Date: 10/17/2023

  After looking over the project, I did not cover the torn screen because it was not something we did.  The issue was not from poor workmanship, nor did the product malfunction.  Although I don't know how it happened, and we empathize with them, it is from outside of our control.  Kind of like if a raccoon climbed on your car after getting a paint job, and scratched it up, it isn't the painters fault and wouldn't be under warranty.  We did offer the screen replacement at a deep discount, below our cost of doing the replacement which was not accepted.

    We apologize for any misunderstanding with the client and understand them being upset from the situation.

  Business Response

  Date: 10/31/2023

  Thank you for giving me that opportunity.  I have reached out to the client to see if we could possibly handle this.  Although I do not feel as though this is a warranty, we are willing to replace her screen panel in a good faith effort.  I will see what she says.

  Customer Answer

  Date: 11/01/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  ***** *******