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:11/22/2024

  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.

  i had a screen room installed finished back in april 2024. from ***** *******, plant city awning and aluminum, products, **** in the middle of the ceiling it has been leaking ever since its been installed. i told him i want to be home when he sends someone to fix, but he never told me anyone was coming. bottom line it still leaks , i have to put a bucket under it. besides the back door since installed is so tight you have to kick bottom to open. the side door from day one opens even in locked position, now *** got bent. i would like everything to be finally fixed correctly. he doesn't let you talk when you finally get a hold of him . the last phone call he was super rude and hung up on me. always a excuse. if you coulld please resove this that would be great., or have him give me some kind of refund so i can get all these things fix, thanks for your time ******* ******** **************** plant city fl *****

  

  Business Response

  Date: 12/08/2024

  The customer is incorrect regarding when the screen room was installed.  This job was completed on October 19,2023.  A permit was filed for the project and was inspected by the Plant City Building department.  The screen room passed the inspection which included the doors.  The doors would not have passed the inspection if they were sticking or not closing properly.
  
  Our contract includes two free service calls within ********************************************************************* 2023 to address her concerns regarding the leaks and the doors not closing properly. She told me that she was tying her small dogs to the handles of the screen doors.  I told her that she should not do that since the dogs could pull the doors out of alignment.  She did not agree that the dogs could be causing the door problem. I adjusted the doors, and they were closing correctly.  Although, I could not see any evidence of leaking,I also resealed the roof including the screws.
  
  I didnt hear anymore from this customer until August of 2024. She called once again regarding the roof leaking and the doors sticking.  Although it had been several months since the construction was completed, I went ahead and scheduled another service call at no charge. I adjusted the doors so that they closed properly.  Once again, I told her not to tie her dogs to the door handles, but she argued with me that since the dogs were small, they couldnt possibly be causing the door issues. Although I didnt see any evidence of the leak she was complaining about, I resealed the roof. 
  
  In her complaint, the customer says that she wanted me to schedule the service calls when she was there.  As I explained to her, I could tell her what day we would be there but would not be able to give her an exact time.  Each time I went there for a service call, she was not home, but as soon as I was done, I called her to let her know that I had been there and what I had done.
  
  I received a message from this customer on 11/19 requesting a call back.  I called her back, and she proceeded to tell me about her door issues and leaking problem. During our conversation, someone came into my office that I needed to speak with, and I asked her if I could call her right back.  At that time, she became irate and insulting.  I did have to interrupt her tirade because I was not in a position to continue the discussion.  Once I finished with the person that was in my office, I fully intended to call her back, but in less than ten minutes, she called and left a message with profanity and insults.  At that point, I didnt feel that any further conversation would be productive.
  
  I take pride in always providing excellent customer service and the longevity of my company and history proves this out. I have done everything within my power to satisfy this customer, going above and beyond the terms of the contract that she signed. It is specified in the contract that she would get two service calls and I have provided three at no charge. It also specifies that the screen room is warranted to be leak resistant, not leak proof.  This latest call from this customer came after Hurricane ******. The screen room survived with no structural damage, but the extreme winds could cause some leaking to occur. I cant be held responsible for something that happened as a result of a hurricane. The customer is unreasonable in her expectations and is not interested in having a civil conversation. She says that I talk over her, but unfortunately, that is the only way to get a word in. There is nothing more that I am able to do for her at this time. Customer satisfaction is always my primary goal, and I regret that in this case, it doesnt seem possible.

  Customer Answer

  Date: 12/14/2024

   
  Complaint: 22592162
  
  I am rejecting this response because: I never tie my dogs to the door I have tied in the ground that I sometimes use for one dog.  I told him to tell me when his comes or give me a heads up , he never did that. He said he so called fixed leak , but if he did it still leaks so bad. The doors since installed one still opens in locked position the other still super hard to open , you have to kick bottom to open. Hes the one that NEVER lets you talk until hes finished. I never said any profanity, he must getting me confused with another customer . I found out when I called ********************** city inspector they never took off the inspection paper on my window, I guess he did. So they came back, I told them about leak , they said it shouldnt and to call back pc aluminum and screens. Its been a night mare with ***** *******. He just doesnt want to hear what you have to say. He has said so many lies  in this letter he should be ashamed of himself, I guess I should have recorded it all. If he fixed everything right the first time , he and  I wouldnt have to be going through all this. Thats all I want it to be fixed. Thank you ******* Mckevitt 
  
  Sincerely,
  
  ******* ********