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:10/31/2024

  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.

  The purpose of this complaint is to ask for a refund in the amount of $463.05 because 2H Rescreening took the liberty to replace 9 screens instead of the 6 screens I requested.On Oct 16 I paid a deposit of $277.83 which was the down payment for the replacement of 6 screens. The total price of the job based on their estimate was $926.10 On Oct 23 the guys came to do the repair work. I was not home at the time. I received an invoice on Oct 23 saying the total price of the job was $1,389.15 for 9 screens. I called to ask why they replaced 9 when the job was for 6. They remarked that, Someone had called me and told me that 9 screens needed to be replaced and that I approved this. That is a lie. No one called me to tell me. Instead, they sent me a surprise bill. The office manager said someone would call me to discuss the matter. Not surprisingly, no one called. She said, Well they are very busy as if that is supposed to excuse surprise billing.I am seeking a refund in the amount of $463.05 since this is the difference between my requesting that 6 screens be repaired when they took the liberty to replace 9, and then lied about getting my approval to move forward with the job. Bad business.

  

  Business Response

  Date: 10/31/2024

  To the Attention of the Better Business Bureau,
  
  
  On behalf of 2H Rescreening, we appreciate the opportunity to address Ms. ***** complaint.
  
  
  Firstly, we would like to emphasize our commitment to quality and customer satisfaction. Due to the urgency of Ms. ***** request, our team prioritized her service, even during a period of high demand, with many clients awaiting service.
  
  
  On the scheduled day, upon inspecting the property, our team identified nine damaged screens instead of the six originally estimated. In an effort to meet the clients urgent needs and ensure the safety and durability of her enclosure, our technicians made the decision to replace all damaged screens. This action was taken to uphold our commitment to providing the highest standard of service, avoiding future issues with compromised screens.
  
  
  Although Ms. **** was not present to discuss the adjustment, we made this decision with her best interests in mind. Subsequently, we issued the requested refund, reflecting our dedication to customer satisfaction and our commitment to maintaining a respectful relationship in all our business dealings.
  
  
  We affirm that the refund was issued as a matter of our ethical standards and appreciation for customer satisfaction. Should further clarification be needed, we remain at your disposal.

• Initial Complaint

  Date:04/10/2023

  Type:Product 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.

  On february 13, I paid a deposit of $1514.94 on a total cost of $5049.80 to 2H Rescreening, to rescreen my pool cage. I was told that the work ,would be complete in 3 weeks, which never happened. I tried contacting the company several times by telephone and email but could never get through to talk to anyone, nor did they return my calls. After my first complaint to BBB, a representative from BBB contacted them which triggered a call from 2H saying they would do the job before April 8. Meanwhile a representative from BBB and myself shared a conference call with 2H, they agreed to send me a refund, which has yet to arrive.

  

  Business Response

  Date: 04/10/2023

  We will be delivery check in person tomorrow 04/11.

  Customer Answer

  Date: 04/12/2023

   
  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.

  The problem was resolved which was primarily related to a messaging problem that has now been corrected. They are now scheduled to re screen next week. I believe that 2H is  creditable organization and and the errors made were related to telephone answering system errors.

  4/12/23
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/19/2022

  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.

  March 1, 2022 I paid a deposit of $885.12 for the following work to be completed:$2028.40 Rescreening whole cage with fiberglass screen mesh 18x14 (regular), 2door kits $922.00 Architectural grade 304 stainless steel screws/fasteners I paid the deposit with a credit card. As he had my credit card info, a verbal agreement was made that after the work was completed, I would inspect the job to prior to him charging the balance on my credit card. He charged my card right away without my permission.The screen he used is defective. It is streaked and was installed improperly' (See photos). Only a few of the screws were replaced (see photos), the new door hardware is scratched and gouged (Photos), one door would not lock. Some of the screws were painted (paint was dripped on my pool deck, more photos). ****** denied all of this.After much insistence, ****** agreed to come to a meeting and discuss it. There was a lot of vagueness from him. ****** told me he would replace all of the panels that were defective. After such shoddy work, I didnt trust him to try to rectify the situation. We tried negotiating, set up meetings and he no showed 3 times. My credit card company returned the deposit $885.00 to cover to cost of not replacing the screws (it was less than I paid), but said because he replaced the screen, defective or not, I would have to try to recover my loss through legal channels.******** refused to replace the defective screen (it is under warranty) unless I paid him for the screws that he never replaced.I do not want this company to re-screen / replace hardware due to the incompetency Ive already had to deal with. I would like to have a refund so I may hire a different company to make the reparations.I have text messages and ****** is always careful not to admit any wrongdoing, but you cannot argue with the post job photos. **Note: All photos attached were taken after the job was completed.Thank you

  

  Business Response

  Date: 11/09/2022

  We have already returned the money in cash to this lady's hands. The agreement was for her to delete it after receiving the reviews made. Given this, we are looking for the legal means for defamation and slander in view of the deposit made and agreed that would be withdrawn.