ComplaintsforAmerican Screen Solutions

• Initial Complaint

  02/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July of 2023, my community landscaper damaged my high quality patio screen. He agreed to pay for repairs. I gave him the contact information American Screen Solutions the original screen installer. He called for a quote and negotiated a lower price In exchange for a lower quality screen. The screen company proceeded to install the lower quality screen without notifying me of quality. I was not a party to any part of this purchase and installation. They went to my property and removed and replaced screen without my prior permission or consent. The landscaper is not the property owner and was not authorized to act on my behalf. The screen company was never authorized verbally or written to proceed with installation. We only learned the screen was replaced afterwards. Early 2024 we discovered several tears along the lower seam. We called American Screen to complain about quality and tears and were initially told that the Landscaper complained about replacement costs of original high quality screen and negotiated a lower price for lower quality. The screen company was never authorized to change the quality and install without our prior authorization. We never saw an invoice, work order authorization etc. I am the homeowner, neither the Landscaper or American Screen were ever authorized to act as my agent, enter the rear of my property, remove and replace any part of my property.I tried to get American Screen to acknowledge that they unlawfully negotiated with an unauthorized third party ( Landscaper) to defraud me by unlawfully replacing my high quality screen with an inferior product without my prior consent.

  

  Business response

  02/20/2024

  Please see below our response sentence by sentence. We have also attached receipts. Thank you.
  
  On July of 2023, my community landscaper damaged my high quality patio screen. He agreed to pay for repairs. I gave him the contact information American Screen Solutions the original screen installer.
  
  AMSS: The Original installer was a Phantom's Distributor called 21st Century Screens, which became American Screen Solutions after September 2010. We got a copy from the customer with the original order so we could place a replacement mesh order with the same fabric from the manufacturer. American Screen Solutions was contacted by Landscaper (*****************************) in June of 2022 (NOT 2023) and the fabric was replaced on July 22, 2022.
  
  He called for a quote and negotiated a lower price In exchange for a lower quality screen.
  AMSS: ********************** called to request a replacement mesh, he did not try to negotiate a different type of fabric. If that was the case we had contacted the customer for approval. In this case Mr. ***** is accusing his Landscaper to be involved in a corrupt transaction and frankly this is a defamation of caracter.
  
  The screen company proceeded to install the lower quality screen without notifying me of quality. I was not a party to any part of this purchase and installation. 
  
  AMSS: We replace the same mesh purchased on the original order. It's called 2020 insect screen manufacturer by ******. This fabric is  a PVC (Vinyl) Coated (65%) with Fiberglass Mesh (35%)
  
  They went to my property and removed and replaced screen without my prior permission or consent. The landscaper is not the property owner and was not authorized to act on my behalf. The screen company was never authorized verbally or written to proceed with installation. We only learned the screen was replaced afterwards
  
  AMSS: On July 21 st we confirmed the service with Mr. ******************* The customer lives in a gated community in ****************** so we will only get access if the homeowner authorizes our entry. 
  
  Early 2024 we discovered several tears along the lower seam. We called American Screen to complain about quality and tears and were initially told that the Landscaper complained about replacement costs of original high quality screen and negotiated a lower price for lower quality. 
  
  AMSS: Again, Mr. ***** is wrong with the dates. He called February 2023...And again his statement is incorrect. We never told him ********************** complained about the price of the replacement mesh because that never happened.
  
  The screen company was never authorized to change the quality and install without our prior authorization. We never saw an invoice, work order authorization etc. I am the homeowner, neither the Landscaper or American Screen were ever authorized to act as my agent, enter the rear of my property, remove and replace any part of my property. I tried to get American Screen to acknowledge that they unlawfully negotiated with an unauthorized third party ( Landscaper) to defraud me by unlawfully replacing my high quality screen with an inferior product without my prior consent
  
  AMSS: Mr. ***** provided our information to ********************** so he could contact us to start the replacement mesh order.
  

  AMSS: We are very sorry about the customer's experience, but we have not acted wrong. Please see attached our purchase order to Phantom and invoice that clearly show we installed the exact same quality of screen. Furthermore, one of our representatives visited Mr. ***** home per his request a year ago. The pictures our rep took of Mr. *****'s installation clearly show discoloration on the metal slide bar, indicative of some chemical exposure that could also cause weakening of the mesh. If something is discoloring the metal bar, a powder-coated extruded piece of aluminum, we can only imagine the effect it would have on the mesh fabric. It seems that the environment to which the screen is exposed is weakening the fabric. Even if the mesh is replaced again, the result will likely be the same. (Pictures attached as well)
  Finally, we were trying to work with Mr. ***** to find a solution. We invited him to our office on February 14th to go over our different types of mesh so he could see for himself it is the same. However, he ignored our message and decided to go online. (picture of email attached)

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