ComplaintsforStorm Smart Building Systems, LLC

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was given a written quote for installation of motors to previously installed rolldowns from the company themselves 2 years prior. They stated on the written quote the electrician is $225 per hour. They allot 3 hours for the job. The electrician worked only 40 minutes. I have video proof. They later stated it was per opening which it does not state that at all on the quote. They wrote it on the bill and would not honor the quote. They also tried to over charge me for the remotes for the motors that was included with the part. There is no other way to operate the motor woth the included remote. I ordered 3 motors and only received 2 remotes. They stated one was an extra since all 3. An be operated on one remote. When I called they only removed the $244 charge for the remote and still over charged me $450 for the electrician. They did give me $50 off after I complained but ** still missing $400 they overcharged me. They did allot 3 hours for the tech and dod only charge me for the 2 hours he did work but failed to honor the electrician quote. Terrible business practices. They are refusing to reimburse me for the 2 hours the electrician wasnt here. They also stated the person doing billing was new and allegedly spoke to her supervisor. I just want my $400 back I was overcharged.

  

  Business response

  07/29/2024

  Storm Smart has resolved the billing issues with the customer. 

  Customer response

  08/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  They have contacted me and adjusted the bill. I do recommend this company. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have had storm smart screens installed on our lanai. They were installed and fully paid. Storm smart was to schedule an inspection by *************** Building Inspectors which has not occurred. As a result the installation in clouding trim and replacing a gutter downspout has not occurred. We ave contacted storm smart at least four times to try and remedy this.

  

  Business response

  05/01/2024

  The inspection is scheduled for May 6 and the job will be finalized at that time.

  Customer response

  05/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had storm smart out to our home for a service call on June 7, ****************************************************************************************** the fall of 2023. In the meantime, we were having an issue with the second storm screen that was not working properly. They sent out a service man to look at the problems. He stated that the screen with the newer motor was going bad, and it would be replaced completely under warranty. He also stated that the smaller storm screen may be able to just have the motor reset to solve the problem without changing out the motor. I was given a worst case cost for material and labor to change out the other motor. The total was *******. When the two servicemen arrived, they changed out the motor on the storm screen that was 100% under warranty, which took them approximately 45 minutes. They then reset the motor on the second screen and they were gone in less than an hour for the entire process. They DID NOT replace the second motor. The ******* cost was to include a new pro rated motor for the second storm screen at a cost of ****** plus two hours labor at ****** an hour. ****** plus ******. It took them a very short period of time to reset the motor. They arrived at 1:02 and were finished at 1:53. This service was performed December 15th, 2023. When I received the initial bill, I contacted the person who sent it, and left a message that I wanted to talk to them about the invoice. They never returned my call. I just received an email from them last Thursday April 18th.2024 telling me that my invoice was past due. I tried to discuss this with them, but they refuse to listen to what I'm telling them, that the work they're claiming they did, and the labor time never happened. They just keep repeating to me that they see nothing wrong with this invoice. As soon as I got upset with them, they immediately threatened sending this to collections. I'm willing to pay them a fraction of an hour of labor for two men.

  Customer response

  04/18/2024

   
  Better Business Bureau:
  
  The business contacted me and this has been resolved.  
  
  Sincerely,
  
  *********** And ***********************

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased storm smart for our new home in 2019. In September of 23 they came out because we have a problem with our screen going up. They could not get back out to us until April of 2024 to repair the prob. I called the company because another screens motor was broke. And the screen was stuck down. So they said they will take care Of the prob when they come April 4th along with the other problem. They came to our home and said they dont have the part in the truck That they would be back in a couple of day and now they are saying they Cant come back til June. If I knew this would be our service I would never have done business with them. Whats The point of paying all this money for Screens but it takes almost a year maybe longer to have them fixed. Never have I experienced a business that works like this.

  

  Business response

  04/23/2024

  The repairs were completed on 4/22/24.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 13th-14th 2024, their installer came out and replaced 3 different exterior doors and hardware on my home. On March 15th, we noticed all 3 doors do not lock and unlock properly and the exterior garage door is not installed properly, there is a gap on the top where I can see through to the outside. A supervisor came out the following week and had the installer come back, this did not solve the problem. I have called multiple times since then and have been told the person who handles that is busy and someone would call me back or that a supervisor would be reaching out. None of the communication has been returned to me. I am growing upset because my family and belongings are no longer secured as the doors do not lock.

  

  Business response

  04/15/2024

  The doors and hardware issues have been corrected and are complete. Final stucco finishes are taking place this week.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  10ft hurricane resistant door installation began on Dec 6, 2023. The installation was a disaster, we immediately called the company regarding the installation, screws leading to nothing and visibly loose, we then waited for our three hour time frame appointment with the field supervisor to come to our residence and inspect. He concurred that the install was done incorrectly. We then waited for our next three hour time frame for the installers to return along with the field supervisor. The installers returned but no field supervisor was with them. The installers acted as though they had no idea why they were sent back to our residence. We attempted to convey all the issues with the door, he added a longer s**** here and there and left. After calling the company to inquire why the field supervisor had not come with the installers, we were told he was tied up on another issue. He did end up showing up that morning but the installers had already left. Upon more phone calls to the company, we were set up for an appointment with the service department. Again we waited through our three hour time frame. Two new to men showed up to now service this door that had not even been properly installed yet. Photos of the mistakes made were taken by not only the service men but my husband as well. We were then told all new door tracks needed to be ordered and that when the tracks came in, they would be back to take the door apart and re-install. After several calls to the company a service date was finally given to us. Again, we moved all our lanai furniture off the lanai and into our living room while we waited for our next three hour time frameonce the time frame elapsed, I called the company and was then asked if our appointment could be re-scheduled. At this point, we had our home in complete havoc all day waiting and refused a re-schedulethat day the same two service men along with another came to our home, took the entire door apart, re-installed the door only to find that because of the initial faulty install, all new framing was needed. We were told that the framing would take between a week and a month to come in. To this date, the framing has not come in nor has our next three hour time frame been scheduled. I called the company in complete dismay over this entire ordeal and was assured a manager that handles escalated complaints would call me. We are beyond three months into this installation and a manager has not called.

  

  Business response

  03/29/2024

  Storm Smart has completed the installation of new tracks and finalized all inspections on March 28, 2024. 

  Customer response

  04/02/2024

   
  Complaint: 21448288
  
  I am rejecting this response because:
  
  Storm Smart did expedite the installation and handled my complaint with great customer care, upon further inspection by a manager on the day of our installation, the actual doors themselves were found to be defective. Which was Im sure a big part of the prior installations not working out so well. They have ordered new doors from the manufacturer. Upon receipt and installation of those doors . I will then accept this as resolved. The inspection by Lee County was done on the day before the final installation took place. While it passed inspection, the defect of the actual door was not looked for or detected by the inspector. 
  Sincerely,
  
  ***************************

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  - Was Contacted in December 2023 for installation of new Slider. The date of 01-02-24 was agreed.- On 01-02-24, a crew from Storm Smart came to the condo to install the new Slider.One of the installers said, the Slider is the wrong size, we will have to order you a new one.- After "two weeks" of contacting Storm Smart, a rep came to our condo to measure for the Slider. When asked, why it took so long to come out and measure, he said he found out the day before he came to our condo. I asked, how long will it take for the new Slider. His comment was it would be expedited, 5 weeks.- Approx 02-27-24 I left a message with my original salesman *************************** for an update. Got his message service.- Approx 02-28-24 received a call from Storm Smart (I don't remember the associates name).Was told, "it was on the truck, and we will contact you by the end of the week of 03-01-24 to schedule installation". (Again, nothing).- 03-11-24 I left another message with ***************************. No reply as of 03-13-24 - 03-13-24 called Storm Smart ************* office. Was told the slider may be in 04-11-24. Not the installation date!So, as you can tell, I've received nothing but the run around from Storm Smart. This is the 2nd time I've done business with Storm Smart. Was very happy with the service and response I received the 1st time around. As for this time, not so much.

  

  Business response

  03/21/2024

  The new slider was installed, inspected and final punch out completed on March 20, 2024.

  Customer response

  03/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We installed hurricane windows and StormSmart hurricane screens in August, 2019. The install was a little slow to get going but done well. 2 weeks ago 2/17/24, the Motorized Easy Screen stopped working. We contacted StormSmart. We were told 10 days for a call about repairs. 10 days later on 2/26/24 we received a call saying it would be THREE months for a repair appt. We asked for a sooner date and were told they didn't have enough repairs techs. Were told cost would be at least $165. We asked for other options and were told it would void our warranty. The motorized screen is under warranty. We reached out to our sales agent, no email response. Spoke with other agents and were told best they can do. Our screen and its warranty are worthless. We paid over $19,000 for our hurricane protection, and this screen in particular was about $5,000. ************* taking 3 months is ridiculous. This company advertises 24/7, but does not stand behind its product with appropriate service. We want to use our screen as it also provides security. Waiting three months for a maybe appointment is horrible. Without an alternate solution without voiding warranty, what do you do? A sales company which has no desire to be of service to its customers.

  

  Business response

  03/05/2024

  We are sorry for the inconvenience you incurred, but have been able to schedule you earlier due to a cancellation. Thank you for your patience.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stormsmart was contracted to install screens in the lania area of my house. From day one they never worked correctly. They would not open and close correctly. Stormsmart was notified of the problem. They came out (not quickly) and said the wrong size screen was installed and needed to be replaced and was under warranty. They replaced the screen and nine months later I recieve a phone call from someone named **** telling me my bill (which I never recieved) of $780.00 was past due. Quite a surprise. So I am supposed to pay $780.00 labor for a repair that was their mistake? This is very unethical and just plain wrong. Also their response was very slow. Had I known I could have installed the screens myself. I don't feel this charge is warranted.

  

  Business response

  01/31/2024

  An assessment was made on the screens and found that they had shrunk due to "wetness and southern sun exposure". Storm Smart replaced the screens under the Limited Lifetime Warranty, which requires the homeowner to pay for labor charges. The customer received the assessment and is aware the Labor charge is outlined in the Warranty.

  Customer response

  02/01/2024

   
  Complaint: 21207776
  
  I am rejecting this response because: This is not true.  The screens were the wrong size from the day they were installed. So if the screens shrank and were damaged that quickly they had to be defective from the beginning.  They were not damaged in any way.  They wouldn't go up or down without getting stuck because they were the WRONG size.  We called them as soon as we realized there was a problem.  No one ever suggested they were damaged.  When they were changed out the installer said "This is a warranty issue there is no charge."  We also had new shutters installed last october and no one said a word about any outstanding balance.  If I had known there would have been a bill after spending $11,000 I would have questioned it and probably not had it repaired.  I live on a very limited budget.  ************ has changed owners since the original installation and the new owner seems to be very greedy.
  
  Sincerely,
  
  *********************************

  

  Business response

  02/14/2024

  The labor fee is due and payable for work completed.

  Customer response

  02/18/2024

   
  Complaint: 21207776
  
  I am rejecting this response because: This is not a ligitimate charge.  You have lied several times about the reason for the replacement screens which tells me you have no clue what is going on.  Again the screens had to be repaced because they were the WRONG size.  In what universe does a customer have to pay such a large bill for your mistake?  If I had known there would be such a big bill for your mistake I would have lived with the problem.  I live on $1,400 per month social security.  Also $130.00 per person for labor is also very unreasonable for unskllled labor.  As a state licensed contractor that is double what I charge.

  
  Sincerely,
  
  *********************************

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We placed our order for a roll down screen for our back lanai on May 5, 2023. It took 3 months for the install due to missteps on the staff's part in filing for a permit. During this 3 month waiting period, there had been no contact from Storm Smart to me, the customer. When I finally called in August to check on the status and to find out why it was taking so long, *********************** advised me she would check into it and get back to me. ***** did call me back to share that the "office person just stuffed applications into a drawer and had not filed for any of them and that in researching my status they identified this issue". She said that they would have ******, the account representative, file for the permit that day and it takes 24 - ************************************************************ to schedule the install. Three days later after receiving no call from Storm Smart, I called to inquire if 1) they received the permit and 2) when would the install occur. I was finally provided an installation date of 3 weeks later. The install finally occurred in August of 2023. As of today, January 16, ****, we are still waiting for the final inspection and the completion of the install. I called on January 8th or 9th, and received no return call to my status inquiry. I called on January 11, **** and was told that the installer just needs to take photographs of the installation and submit them to the inspector. I was told that someone would be at my home on January 12, **** to do this. No one came and no one called.I called the office on Monday, January 15, **** and was told that *********************** would return my call. No call was received. I sent an email to *********************, Chief Executive Officer and ******************************** Vice President of Operations with no response.While I appreciate that my purchase may be small and insignificant to those who are supposed to be servicing my purchase, it is not small and insignificant to me and honestly, it should not be to those who are leading the organization and servicing the customers either. At the end of the day, actions or lack thereof have shown that we are not on anyone's radar for follow up and completion of a job that they have received full payment for.I chose Storm Smart because my employer uses them (Largest CCRC in *******) and I was told they have great customer service. I must have drawn the short end of the stick because not only have I not received this so called great customer service but I have had to beg for every level of service I have received so far.To date, I still await completion of a job not finished and a permit still open.

  

  Business response

  01/18/2024

  Storm Smart apologizes for the length of time it has taken to schedule the final inspection. It has been scheduled for January 22 and confirmed with the homeowner. Thank you for your patience.

  Customer response

  01/19/2024

   
  Complaint: 21151259
  
  I am rejecting this response at this time because:

  They have a fundamental breakdown in their processes and communication.  
  

  I've been advised previously that someone would be coming out to my home and no one came and no one called.  Additionally, no one in the organization (the account manager, the scheduler, the tech department) followed through to identify that no one showed.  They only knew because I made contact to let them know which took several attempts to reach someone.  Given how this account has been mismanaged from day one, I am not willing to release this complaint until the work is fully completed and the permit with the ****************** is finalized which is exactly what I paid for in full, no more, no less.  

   

   

  
  Sincerely,
  
  *************************

  

  Business response

  01/24/2024

  The job was completed this past Monday, January 22. Storm Smart is working with the local authorities to close the inspection and building permit. 

  Customer response

  01/24/2024

   
  Complaint: 21151259
  
  I am rejecting this response because:  Until the ****************** has finalized the permit, the job is not considered to be complete.  I did let Storm Smart know that I would close out my complaint with the BBB at that time and not before.
  
  Sincerely,
  
  *************************

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