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:07/02/2025

  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.

  didn't put back window screens

  Business Response

  Date: 07/07/2025

  BS'D
  
  Hello ******,
  We are responding to the complaint filed by ****** **** *****,who is requesting a refund of $332.00 related to a window screen repair service we completed.
  On September 12, 2024, we were hired to perform several home repair jobs in her home, one of which was to replace the torn mesh on 13 window screen frames. This work was completed using brand-new screen mesh and rubber spline, and the repaired screens were returned to their original positions. At the time, the customer expressed satisfaction with the job.
  During installation, we noted that several plastic pins used to secure the screens in place were broken or missing. We informed the customer and recommended that they contact the window manufacturer to obtain replacement pins. This issue fell outside the agreed-upon scope of work, as clearly stated on the invoice: repair and replacement of new window screens. It did not include replacing hardware components.
  In the weeks that followed, the customer reported that some screens were falling out during strong winds. As a courtesy, we made multiple trips to her home to reinstall the screens, despite the underlying issue being unrelated to the mesh replacement.
  After several free visits, we respectfully discontinued further trips, as the problem persisted due to the missing securing hardware.The customer later contacted us in frustration. We reiterated that we had completed the contracted work and that we remain willing to install replacement pins at no additional labor cost if she obtains the correct parts from the manufacturer.
  We provided the services exactly as agreed. The complaint arises from a hardware issue that was not specified in our contract and which we identified and communicated early on. For these reasons, we believe the refund request is not justified.
  We remain available to help the customer resolve the issue if she provides the proper hardware.

  
  Sincerely,

  
  ***** Levi *******************************************************

  Customer Answer

  Date: 07/07/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23549926
  
  I am rejecting this response because: I wasn't told that they wouldn't be able to put back the screens. I wouldn't let them to do job if they had told me. Windows are original and I don't have information where to find pins. Before they took out the screens, they were perfectly fine except the mesh. I think they need skilled people to do the job right
  
  Regards,
  
  Bishwa **** *****

  Business Response

  Date: 07/09/2025

  We appreciate the opportunity to respond and clarify the situation.
  Our company was hired specifically to replace the torn mesh on the customers existing window screen frames. Upon removing the screens, we immediately noticed that several of the plastic pins, responsible for securing the screens to the window frames, were either broken or missing. As soon as this issue was identified, we informed the customer and explained that these components were not part of the mesh replacement and would require replacement parts that we do not manufacture or supply.
  It is important to note that the pins are part of the original window frame system, not the mesh screen. Our scope of work did not include window hardware repair or replacement. Despite this, we made multiple efforts to reinstall the screens as securely as possible given the missing or damaged components, and we made several follow-up visits at no additional charge in an effort to assist. Prior to removing the screens, we did not have a way of inspecting the condition of the pins, as they are not visible or accessible without disassembly. Once exposed, their compromised condition became evident, and this was clearly communicated. We stand by the quality of the work performed and affirm that we fulfilled the service as contracted: removal of old mesh, installation of new screen mesh and spline, and reinstallation to the best extent allowed by the existing hardware. We regret any inconvenience the customer has experienced but respectfully maintain that the screen retention issues are due to pre-existing damage to the original window hardware, outside our control and outside the scope of the services provided.

  Customer Answer

  Date: 07/16/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23549926
  
  I am rejecting this response because

  They shouldn't do the job if they were not able to put back. I wasn't not told the pin problem until screen came off. They just pretended that screens were put together but wasn't done properly. I request them to fix the problem. 
  
  Bishwa **** *****