ComplaintsforSuntec Outdoor Living Inc.

• Initial Complaint

  05/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Pool cage was installed April of 2021. Issue 1. We immediately experienced a high pitched screeching/whistling sound when it was windy. Very difficult to be outside and have a conversation. Sound can also be heard inside the house. We made recordings of the sound and sent to Dave Hall. With no resolution, we hired other screen companies to review the situation and asked multiple other screen owners to assess the situation and trouble shoot. We also called the manufacturer of "super screen" to ask for advise. All responded that the problem was with the install and the roof screens were too loose. After much a do... Dave Hall said he would tighten the screens on the top. After many weeks of promises to come and make the repair he never showed up and has since stopped communication. Issue 2. Did not receive the correct type of wall screens. As we were seeing smaller insects inside the screens, we ordered samples from the super screens website to see what type we actually had. We put the sample up against our screens and we clearly have the 17/14 NOT 17/20 that were were promised. We specifically and asked for no-see-um screen level protection. 17/20 screens. Dave told us that is what we have. However its not the case, he installed 17/14 super screens unbeknownst to us. On the super screen website there are only 3 types of screens. It clearly states the "no-see-um" screens to be 17/20. The other 2 options do not list no-see-ums as part of it there offering. We want what we paid for and were promised 17/20 screens on our walls. We want the top screens to be tightened.

  Business response

  07/20/2022

  Business Response /* (1000, 7, 2022/06/24) */ Business response taken verbally by BBB: The whistling noise that you here is very common occurrence and there is nothing we can do to fix this outside of removing all the screens. We installed the screen size she ordered, and if she compared our screen to another manufacturer samples it will look different as they have different patterns. This has passed all inspections with no issues or follow ups required. Consumer Response /* (3000, 9, 2022/06/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) First, they agreed that the level of noise is NOT normal. They offered to tighten the roof screens to solve the problem but never followed through. Second, we were told they installed "super-screens" with the NO SEEUM level protection. We specifically asked for that. In fact, the warranty sheet Dave gave us says "super screen" on it. What it does not specify is the type. I called super screen and they have our info on record. I compared super screen samples to the super screen he in installed. If he is saying he used another manufacturer they he lied to us about putting in super screen. We have 17/14 We ordered 17/20. If he put in another brand of screen they he falsified our warranty information. We need him to do what he said he would do. Just do the right thing.

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