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Business Profile

Screen Company

Sun Protection of Florida LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Screen Company.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/04/2024

    Type:Product Issues
    Status:
    Answered
    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.
    *** had an extremely disappointing experience with this company, particularly with the sales representative **** *****. From the beginning, there has been a lack of transparency and accountability. I purchased a screen on October 1st and was assured by **** that I was selecting the most durable option, one strong enough to withstand my dogs weight. However, when the measurement technician came out a week later to confirm the dimensions, I was informed that the screen on the order was not the one promised. Instead, it was a less durable option that would not hold up to the conditions described during the sale.I immediately requested **** to contact me to correct the order. Weeks went by without a response, until November 1st, when I finally received a text from **** acknowledging the issue and asking for my direction on how to proceed. By that time, I had lost confidence in his handling of the matter and asked to speak with a manager. However, **** failed to escalate the issue as requested. Instead, three weeks later, I received a call to schedule an installation appointment, which further demonstrated a lack of follow-through.I spoke with ****** at that point and reiterated my request for a manager to contact me. As of today, December 4th, I have yet to receive any follow-up from management, despite sending multiple polite messages to **** requesting a resolution and a refund. Adding to my frustration, I discovered that **** signed the contract himself on my behalf, a practice that I find highly unethical and unprofessional.This experience has been riddled with dishonesty, poor communication, and a complete lack of customer care. It is clear that **** ***** is more focused on securing commissions than providing ethical or quality service. I strongly advise against using this company or working with **** *****. Their customer service is unacceptable, and this entire experience has been a ****** in how not to treat customers.

    Business Response

    Date: 01/03/2025

    This response was taken verbally by BBB:

    We have resolved the issues with the customer.

  • Initial Complaint

    Date:01/23/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Installation was mid October. The invoice date is 10/11/2022. Invoice 13379-03065 I requested that a series of motorized screen be installed on the first and second floor of my home. A total cost of $ *********. I asked the company to install Lanai/patio screen on the inside frame of the lanai/patio. The company DID NOT do as requested. They installed the screen on the outside of the patio where the screen land on the grass when they are closed and all of the wiring are on the exterior of the house. The opposite of what I asked for. This leaves the entire patio open to the elements where bugs, water and any other external objects to come in/on the lanai/patio. This of course defeats the purpose of having lanai/patio screen. Ever since the installation, I've made several attempts with the company to correct the problem, no one have a even bother to come to even attempt to address my concerns. I've even contacted the bank and explained to them that job is not only incomplete, but it is not what I requested. The bank have since then contacted them, nothing was or have been done. No customer would asked for motorized screen or any other screen when the lanai/patio would still be expose and improperly close and does not serve to purpose to which the product was meant to do.I've come the point where I don't know what else to do. This is a huge investment and I hope that I would have been able to enjoy my lanai but this has turned into a nightmare. PLEASE HELP!!!!Thank you,*************************

    Business Response

    Date: 12/06/2023

    Dear *****

    As one of the owners of Sun Protection of Florida I want to personally apologize for your experience with us. It is not how we conduct business and certainly does not reflect our values as a company. After diving into your file and connecting with all the team members that were involved with this installation, it is clear that we made major mistakes. From the beginning the communication was lacking; the sales consultant did not have a great idea of how you would prefer for the units to be installed on your home. The "exterior" installation of your units is a standard way of how we install them - but it was NOT how you wanted them to be installed and I recognize that. After remaking a majority of the units and 3 installation returns it looks like we wrapped up the job on 3/20/23 the way it was supposed to be installed from the very beginning. The fact that we did not meet or exceed your expectations is 100% our fault and I want to let you know our entire team has learned from this experience and we created internal processes to ensure this will never happen again. I am extremely sorry that your installation was handled this way and there are no excuses. I hope you are enjoying the motorized screens on your lovely home even after everything you have been through. I am so sorry again and thank you for taking the time to read this. 

    Sincerely, 
    ***************************
    Owner of Sun Protection of Florida

Sun Protection of Florida LLC is NOT a BBB Accredited Business.

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