Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:05/21/2025
Type: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.
Signed a contract with this company about two weeks ago. After I signed the contract and gave a deposit they stated their sales manager mis quoted the job. I was promised my deposit back and never received it. I was willing to pick it up but they only wanted to mail it. It has been over a week and still no check. I have emailed the owner with no response. It has been a terrible experience with this company and now I cant pay my balance with the new company unless I receive this check.
Business Response
Date: 05/21/2025
Mr. ******** called into our company requesting a quote over the phone. My sales *** quoted him for insect screens as he requested. 2 days later he called to cancel, saying her got a better quote with a better product and motor. I reached out to him to discuss and he advised he would still move forward. I sent my Project manager for the site visit and final measure. It was at that time we noticed we did not have the ***** that he was located on a second floor and I advised there was a charge that will need to be added for scaffolding and extra labor. I advised we can return his deposit or charge the extra cost. He got irate and said to return his money. My project manager also advised he was quite difficult to deal with on site and could pose a problem down the line. We felt it was best to return his moneyas we did. When he called requesting his deposit, we advised we put it in the mailbox already As of this morning 5/21/2025 The check was returned to us in the mail and we immediately called him. He advised us to send to his office in ******
Now with 3 negative reviewsGoogle, yelp and now BBB. It was obviously in my companies best interest to walk away from this client. I will post his cashed deposit check once it clears my bank. We are VERY committed to client satisfaction at Ship Shape Screens and Awnings, and will continue to be.
Customer Answer
Date: 05/21/2025
Complaint: 23359202
I am rejecting this response because: What the owner is stating is false. I did not just call in to get a quote. I sent detailed photos showing a second floor installation. I also was not present when they sent their measure tech. I walked him to the patio and left. How can he say I was difficult if I was not there. I did get upset that they mis quoted the job after they had detailed pictures of the project and I went over the project in detail. I don't feel I had to pay extra because they don't own equipment to do a second floor installation. I am requesting my money back and its been 1-1/2 weeks since the request. The reviews are warranted and I only posted 2 reviews, not three as the owner claims.
Sincerely,
****** ********Business Response
Date: 05/21/2025
See attachedCustomer Answer
Date: 05/21/2025
Complaint: 23359202
I am rejecting this response because: Not only have I not received my deposit back but now the owner send me this email: And I can HONESTLY say I am SO GLAD we did not move forward with your project. Feeling sorry for the next company that has to deal with you.
Kind Regards,
**** ****
Owner
Cell *******************
FL Office **************
NY Office **************
FL Address *********************************************************;
NY Address ************************************
Website *****************************************************************************
Sincerely,
****** ********
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