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:03/21/2023

  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.

  I received a quote from screens over Marco for our damaged pool cage, I had called to ask about a time frame and leaving a deposit which needed to be left in order to get on the schedule, I was quoted 4-8 weeks in October 2022 I proceeded to leave my deposit of 25%. I called back at 8 weeks to ask when they will start the work and take down the unsafe pool cage. I was told it was in plans and will be submitted for permitting and my new time frame is now July 2023 I waited another 8 weeks called again to check on the status I was now told end of August 2023, at that time I did some research found out that it is against ******* law to collect more then 10% of the deposit if work is not started in 90 days. Then I called the county to check on my permit status which also has not been started. I called & emailed screens over Marco to request my deposit back at that I time I was told no and then no further response. As of now 6 months later they have held on to 25% of $21,000 in the amount of a little over $4,000. and have performed zero work and stopped responding

  

  Business Response

  Date: 03/22/2023

  Hello ****************, 

  I have reached out to your sales rep to make sure they reach out to you as soon as possible. At the time of your deposit on 10/26/2022, we were weeks after a major natural disaster hit our area. Before the hurricane we were ***** weeks out on our already secured contracts with screen enclosures so install at 6-8 weeks was not possible even before the hurricane. As for work being done on your project, our ********************* team has started work behind the scenes on designing your screen enclosure so we can receive engineering before submitting the permit, as that is required for permits to be approved by the counties. I can promise you we are working on getting all the needed paperwork to be provided approval of your screen enclosure. Please contact us at our office at *************. 

  

  Business Response

  Date: 03/22/2023

  Hello ****************, 

  I have reached out to your sales rep to make sure they reach out to you as soon as possible. At the time of your deposit on 10/26/2022, we were weeks after a major natural disaster hit our area. Before the hurricane we were ***** weeks out on our already secured contracts with screen enclosures so install at 6-8 weeks was not possible even before the hurricane. As for work being done on your project, our ********************* team has started work behind the scenes on designing your screen enclosure so we can receive engineering before submitting the permit, as that is required for permits to be approved by the counties. I can promise you we are working on getting all the needed paperwork to be provided approval of your screen enclosure. Please contact us at our office at *************. 

  Customer Answer

  Date: 03/22/2023

   
  Complaint: ********
  
  I am rejecting this response because: I was told this was in engineering at 8 weeks i have spoke with the county nothing has been started I want a refund of my 25% I no longer trust what you have to say and have called spoke with someone waiting for a response since February called again left a message with zero call back and emailed your office with no response! As you speak of a disaster yes I understand but to continue to lie and BREAK THE **** KNOWING THERE WAS A WAIT THE NOT OWNING UP TO THE **** THAT YOU HAVE LIED AND STOPPED RESPONDING! Is insane and unprofessional I have given 7 months with not even a paper signed to start permits I do not want you to proceed so I can continue to be lied to and pushed out further I want my deposit back if we cant settle thru here I will be going to the district attorneys office to press charges 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/27/2023

  I hope your day is going well. ****** did let me know he had spoken to you, and per your conversation a refund on the enclosure project has been offered to you due to the needing the installation sooner than our current projected timeline. I am working on that refund process right now. Our office did send a follow up email to you after the conversation with ******. I also wanted to extend my apologies for not being too happy with the timeline of te project, and the lack of the communication. I am looking into that with my permitting department and receptionist as well as sales to make sure we are meeting those expectations, so I do want to sincerely apologize again!!