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:06/20/2023

  Type:Product 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.

  The type of screen installed was not what I ordered as it was way too heavy and dark so I proceeded to contact them to replace with the proper mesh and they have totally ignored me and have made one excuse after another. I paid them totally in full when it was installed the end of March before realizing the product was not what I ordered and have also been a repeat customer from other recent purchases. I certainly expected better service and follow up with the right product to enjoy for these summer months but instead I am out thousands of dollars and not able to use my retractible screen since it makes my home way too dark. I have been calling their office for the past three months and have been told by the sales person that it was on order however the front office person Katie had no idea of current situation and told me she would follow up with management but unfortunately never did. This company lacks in good customer service which has been a huge disappointment for me. I need for this mesh to be replaced immediately.
  I have excellent relations with all service people and was hoping this would have been the same experience but they have definitely not handled this situation in a professional manner. I need help in getting this rectified at once.

  Business Response

  Date: 06/29/2023

  Dear *****

     While we are sorry to hear that you are unhappy with the screens "you" chose. The correct mesh was indeed ordered and this was confirmed once again when our sales rep went over to your residence for a second time with his book of mesh samples before we placed the order with the factory. As our contract states your deposit is non-refundable once the order is submitted to the factory as these are custom orders.  It wasn't till a few days after installation that you informed us you were'nt happy with what "you" chose as it made your home dartker than you like. Our sales rep then went out to meet with you third time, at that time you requested to have the lighter mesh on the larger of the 2 screens. He informed you, we would search our inventory to see if we had something we could use for your opening. Unfortunately we did not. It's unfair of you to say we have ignored you. While I wont go into all the speicifics of that as I feel it is unnecessary, I would like to offer you the replacement mesh you are wanting now at this time at half the cost. I have attached the proposal for the mesh replacement with our response to your complaint as well as forwarded that over to your email address. If you could please sign the proposal and send it back, we will then collect payment and get it ordered. 

  We want you to love our screens !!