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:03/27/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Placed order, received someone else's order. Contacted FlexScreen and stated they would look into and call back, no call back. Called again, same response, no call back. Called again, same response, no call back. Now it appears they are not taking our calls.

• Initial Complaint

  Date:01/01/2025

  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.

  I ordered Flex screen ***lacement window screens for my home. I have standard double hung windows and measured them with the tool provided after purchase/payment and according to their directions. Upon arrival the screens did not fit despite their website stating that they would fit any window. When I called cust service I was told the only resolution would be to pay more money to get the screens remade. The cust service *** tols me that the screens do not fit double hung windows for ***lacement and only fit as a full screen which would not be appropriate to ***lace my current screens. I am requesting a refund for these screens as it was not stated anywhere on the website that theae would not fit my double hung windows.

  Business Response

  Date: 01/27/2025

  We are deeply concerned when a customer has a negative experience with us, and we strive to do all we can to achieve an agreeable resolution.
  
  It is important to note that ******* used the "Guided Measurements" option on our measuring site. This guided portal instructs the customer on how to find each measurement point for each of their windows and how to measure. We provide step-by-step instructions along with videos showing how the screen will fit into each window type. There is also a video on the homepage of our website showing how to install a FlexScreen into a double-hung window, and ******* confirmed that the screens we manufactured matched the measurements she submitted into the system. Her statement that our screens do not fit double-hung windows is simply untrue.
  
  Because FlexScreen is a custom product and mismeasurements happen occasionally, we were more than happy to offer to remake all 7 of ********* screens at the significantly reduced rate of $10 per screen. In addition, the customer service representative working with ******* offered to walk her through the measuring process step-by-step to ensure that the remade screens would be a perfect fit. Thus far, ******* has yet to agree to this and would like us to rectify what we believe was her error utterly free of charge.
  
  We strive to exceed customer expectations and pride ourselves on our excellent customer service, including conflict resolution. Many 5-star reviews on multiple platforms cite our outstanding service. While we regret that we have, as of yet, been unable to resolve this issue with *******, we assure you that customer satisfaction remains a top priority at FlexScreen.

  Customer Answer

  Date: 01/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  Nowhere on the company website does it indicate that the screens are for the full window (causing an unpleasant aesthetic unlike  "standard" screens for double hung windows). A full screen over the windows would need completely removed everytime a customer wanted to clean (tilt in cleaning on double hung windows) causing considerable inconvenience in the normal functioning of the windows. The company's only response was to offer an option that would require further expense on my part. I don't believe that they've made a reasonable offer in good faith with regard to my concerns. Even an offer of a partial refund would be more welcome than their answer of "for only $10 more per window we'll remake them for you". Very poor customer service in my opinion. With regard to the "5 stars reviews" I was informed that the company only posts favorable reviews so the accuracy of the ratio of positive to negative reviews is not a true reflection of their customer satisfaction

   
   
  Regards,
  
  ******* *******

• Initial Complaint

  Date:07/02/2024

  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.

  I ordered screens for my home from this company. I used the company’s proprietary measuring tool, and entered the data values for the measurements into the company’s online portal, which, applied a conversion value to the screen measurements. I received the screens and began to install them. It became apparent quickly that something wasn’t right. They’re an inch in height and a half an inch in width short on the first six screens I put in. I immediately fired off an email to request my measurements to figure out how I had messed up so badly (measure twice, cut once and all). They responded quickly and sent the measurements back to me, however, these were not the measurements that I had originally put into their conversion software but rather the measurements of the screens that they sent me. I emailed them again and requested the raw data and was informed that they do not keep that information on file. This resulted in a string of email communication between myself and the company about how we might find a resolution to the issue. Their suggested fix was to remake the screens for me at $10 each and then re-ship them to me with me covering the cost of shipping. The original cost is $58.46 per screen and the LTL shipping to get them here was $214. I decided to put the rest of the screens in just to make sure I didn’t miss-measure a few. 28/28 of them are off by the exact same 1” height and 1/2” width. If two, three, even four or five were off while the rest fit nicely I would be glad to eat that $10 and reshipping. I’m not infallible but I know I didn’t repeat the same mis-measurement 28 times exactly. I followed the guided measurement instructions to a T. The conversion factor isn’t correct. I decided that I do not want to take another chance and spend another $500 on screens and requested a refund. They flat out refuse to do that. I have 28 useless screens and am out 2k with my only option being to spend more. Feels like a money grab to me.

  Customer Answer

  Date: 07/02/2024

  When I emailed them this morning and notified them that I did not want to try to get it right on a second try and that I wanted a refund they said that they were sorry that I was confused by the measurement portal on the website, insinuating that I had not utilized it correctly and made an error. There is no confusion about the website or the process of entering the measurements. There was nothing confusing about it. It was very simple and straightforward. The measurement modifier that they applied simply isn’t correct for every situation. They have two ways that you can enter measurements by; one is guided where they tell you step-by-step what to do and there’s one that is on your own. The measurement modifier is based on a set of questions they ask regarding each window as you are entering your measurements and aren’t related to the measurement value itself. I would answer them exactly the same way again. I trusted that system would work and it didn’t. They make no allowance for that fact. I also asked if they would like to send someone out to do the measurements to see what they came up with but they declined saying they couldn’t help me further. I used their system for all 28 windows and all of them are the same “wrong”.  Since they don’t keep the raw data they have the upper hand here and can simply say it’s not us it’s you so to speak. In hindsight I would have recorded my original measurements but obviously I didn’t intend to be dealing with this. 2k is a lot of money to just say.. whoops, you’re wrong not us.. sorry!

  Business Response

  Date: 07/10/2024

  We are deeply concerned when a customer has a negative experience with us, and we strive to do all that we can to achieve an agreeable resolution. As of this response, we are still talking with ****** about options, and we appreciate the civility with which he reported his claim.
  
  It is important to note that ****** used the "Guided Measurements" option on our measuring site. This automated system is coded to deduct only two measurements - 1/16 or 3/16 - based on customer input regarding their window type. It is not possible for the system to deduct any other measurement increments, so his claim that more than 1" was subtracted from his inputs is not possible. To be sure, though, that something hadn't gone wrong with our automated system on the day that ****** entered his measurements, we followed up with multiple other orders that had been entered on the same day and found no issues. Also, ****** confirmed in an e-mail that the screens we manufactured matched the measurements he put into the system.
  
  Because FlexScreen is a custom product and mismeasurements happen occasionally, we were more than happy to offer to remake all 28 of ******'s screens at the significantly reduced rate of $10 per screen. We also agreed to waive the shipping fee. In addition, the customer service representative working with ****** offered to walk him through the measuring process step-by-step to ensure that the remade screens would be a perfect fit. Thus far, ****** has yet to agree to this and would like us to rectify what we believe was his error utterly free of charge.
  
  We strive to exceed customer expectations and pride ourselves on our excellent customer service, including conflict resolution. Many 5-star reviews on multiple platforms cite our outstanding service. While we regret that we have, as of yet, been unable to resolve this issue with ******, we assure you that customer satisfaction remains a top priority at FlexScreen.