Complaints

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• Initial Complaint

  Date:05/01/2023

  Type:Order 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 am looking to get my $500 back for the app that never worked They refuse to come and fix. It sadness me to have to give this review. All I asked was for the company to come and install my app/connector and I would pay the $500 They refused. I paid it because the contract states they would put a lien on my home.Below is what I went though with the company during the months of June and July. I have provided the text messages to support the below commentsDenise is customer and **** is ******************************************************************. I also provided screenshot texts.Here goes: I purchased electric storm shutters from Storm Tropic Protection on March 15, 2022. The purchase included manual overrides. I also paid an additional $500 to get a connector with app. Thus, the total purchase was close to $10k, and as the contract states, it includes the above. I wont disclose how many shutters I purchased. Around May 31, installation was complete. On June 2, I was told to exclude $500 from the final payment because I still had not received the connector/app. (see text from **** ) On June 18, the side shutter broke during the first use. I had still not received the app, and the electrical in the lanai still didnt work. Also the manual overrides were not installed, so I couldnt manually open it. I didnt have the handle as well. (see text dated July1 from **** that manual overrides were to be installed)On July 1, they came to fix the shutter. However, I still had not received the app, manual overrides were still an issue, and the electrical was still not done.On July 23, the other shutter broke in the bedroom On July, 29, they came to fix the one in my bedroom. They gave me the connector/app at that time, but I couldnt get it to work. Also they added the manual overrides, gave me a handle and finished installing the hardward. Electrical still wasnt fixed.I stated this in an email to Storm Tropic Protection. Here is their response: Also, it was one shutter on the side of the house that was stuck halfway down and we came out ASAP to fix it. The manual overriders were not something that was in your contract but we came back and put those in for you too. We have a lot of customers that use the app and it is a self setup. We are not responsible for setting it up. We've never had any issues before. I suggest you go to the help tab on the app and there are ******* videos that walk you through it. I attached the invoice for the final payment. Please mail a check to the office.I have attached the word document text and the screenshots.

  

  Business Response

  Date: 05/01/2023

  We gave the customer the smart hub for free as stated in her contract. These are a self install that you do on your phone. I sent her screenshots on step-by-step how to do it and ******* videos. I told her if that did not work then she would have to contact customer support. The $500 she held was not for the smart hub. As far as the manual overrides, those were not included in her contract either but we did get right back out there and put those in for her and fixed the electrical issue. The time gap to get back out there was because on multiple occasions, she did not put ** on the list to access the community and she would not answer her phone when we were at the gate. These were scheduled appointments. I do not think this complaint is accurate and fair. She is disputing the $500 for a product that was given to her for free, as stated in the contract that she signed.

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19993122
  
  I am rejecting this response because if you read the text messages highlighted in "red", it clearly states that Tropical Storm ask me to hold back the $500 until the connector came in.  The contract price didtn't spell out in detail all the costs but rolled up to the total price in the contract.  If it was free, why would **** tell me to hold back the money?  **** asked me if I wanted a connector  and added $500 to the total cost.

  As far as the manual overrides, if you look at the texts in "red" **** clearly states that they should have installed them.

  I can't imagine why this  company would not come out and help me install the connector yet makes me pay for something that doesn't work.. The text messages I believe are very clear.  In addition,  I had to beg for them to come out to fix both shutters.  As you can see  the company's email response to me that states they only had to fix one shutter and they came as soon as possible,  but the the texts clearly show that is an untrue statement.  

   

  
  Sincerely,
  
  ***************************