ComplaintsforScreen Pro of Central Florida, Inc.

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 11,2024 screen pro came and gave me an estimate for a screen in for my pool. I was in agreement with total price and signed **ntract.My pool is **mpleted with exception of pavers.My husband was asked if the pool **.was doing footers.We gave the **ntact info of pool **.so they **uld **rrespond on this issue.Screen Pro never reached out to them.We had to give 5k deposit and was told to **ntact as soon as pool development began so they **uld be sure to make sure screen was installed same time.Our **unty was hacked and it slowed down permits going through and that issue was recently resolved but screen pro will tell you it wasnt.J reached out to **unty and it has been.My pool ** called today 5/15 to ask if screen pro was installing footers.I called to ask and I was on speaker phone and a rude lady was yelling at me telling me that was none of my pool **mpanys business.I asked why she was yelling at me and who that was.I was told it was owner Business card reads *********************** as owner but I was told I **uld not speak to him and he doesnt return calls.i called # on business card and reached a ****** who said she handles everything for ****** and he wouldnt call me I had to go through her.She also lied about the situation not resolved with **unty and had no date for my install due to this I asked for my deposit back to go somewhere else and was told ok by ******* at first # and then told I was under **ntract and would lose 5k I am stuck with this dishonest business now. Dates change, lies told and rudeness from all 3 ladies and yet cant speak to owner. ****** did tell me they werent doing footers and my pool ** has to do it if I want it done.Footers are important to keep screen stabilized and this ** **uld careless if my screen would be stabilized or not. I am sure thats so they **uld make more money if a hurricane came and blew it away. I admit I was not nice and lost my temper but I dont enjoy being lied to and yelled at as they did to me.

  Business response

  05/22/2024

  In response to the statement problem: 
  On March 11, 2024, we visited the residence of **** and ************************* to provide them with a complimentary quotation. They accepted our quote, and as is customary for permit jobs, we requested a deposit, which they agreed to. As stated in the signed contract, deposits are nonrefundable, particularly for permits, due to the intricate engineering,zoning,plans reviews, permit process involved. Attached, you will find the signed contract detailing the work that was supposed to be carried out. Additionally, there is a document from *************** confirming the current acceptance status due to their cyber attack. Unfortunately, the processing of plans and zoning has been affected by a cyber attack, resulting in a manual permitting system and delays. We were not provided with the contact information for the pool company responsible for the construction, or their involvement in the provision of concrete, pavers, etc. **************** was informed that the Owner and Operator of ScreenPro of Central Florida ***********************, was currently in the field. When she requested to speak with him, our office staff offered to take her name and number so that he could contact her upon his return to the office. However, we were unable to provide an exact date or time for his availability. It is important to note that these phone calls are recorded, and if necessary, I can provide the recorded conversations. I would like to emphasize that Screen Pro has never provided false information, and our staff has always maintained a professional demeanor. On the contrary, we have been subjected to verbal abuse, name-calling, disrespect, and even threats during our interactions with the customer, which she has also claimed in her statement. Once again, I can provide the recorded phone conversations as evidence. It is essential to highlight that the claim regarding the required footers falls under the jurisdiction of the county and not Screen Pro of Central Florida. We consistently adhere to the codes, policies, and guidelines set forth by the respective counties. Throughout the entire conversation, the customer exhibited rudeness, continuously raising her voice and screaming at all of the office staff. As a five-star company, we always go above and beyond to ensure customer satisfaction. At this point, we are more than willing to refund the customer the deposit amount, minus the engineering fees, as we have already incurred these charges. This cancellation of her permit is in accordance with the customer's request, and I have attached the relevant documents regarding the engineering fees that have been paid on our behalf, signed contract, and also Hernando county documentation.

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