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Complaint Details
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Initial Complaint
03/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I received a quote from screens over Marco for our damaged pool cage, I had called to ask about a time frame and leaving a deposit which needed to be left in order to get on the schedule, I was quoted 4-8 weeks in October 2022 I proceeded to leave my deposit of 25%. I called back at 8 weeks to ask when they will start the work and take down the unsafe pool cage. I was told it was in plans and will be submitted for permitting and my new time frame is now July 2023 I waited another 8 weeks called again to check on the status I was now told end of August 2023, at that time I did some research found out that it is against ******* law to collect more then 10% of the deposit if work is not started in 90 days. Then I called the county to check on my permit status which also has not been started. I called & emailed screens over Marco to request my deposit back at that I time I was told no and then no further response. As of now 6 months later they have held on to 25% of $21,000 in the amount of a little over $4,000. and have performed zero work and stopped responding
Business response
03/22/2023
Hello ****************,
I have reached out to your sales rep to make sure they reach out to you as soon as possible. At the time of your deposit on 10/26/2022, we were weeks after a major natural disaster hit our area. Before the hurricane we were ***** weeks out on our already secured contracts with screen enclosures so install at 6-8 weeks was not possible even before the hurricane. As for work being done on your project, our ********************* team has started work behind the scenes on designing your screen enclosure so we can receive engineering before submitting the permit, as that is required for permits to be approved by the counties. I can promise you we are working on getting all the needed paperwork to be provided approval of your screen enclosure. Please contact us at our office at *************.
Business response
03/22/2023
Hello ****************,
I have reached out to your sales rep to make sure they reach out to you as soon as possible. At the time of your deposit on 10/26/2022, we were weeks after a major natural disaster hit our area. Before the hurricane we were ***** weeks out on our already secured contracts with screen enclosures so install at 6-8 weeks was not possible even before the hurricane. As for work being done on your project, our ********************* team has started work behind the scenes on designing your screen enclosure so we can receive engineering before submitting the permit, as that is required for permits to be approved by the counties. I can promise you we are working on getting all the needed paperwork to be provided approval of your screen enclosure. Please contact us at our office at *************.
Customer response
03/22/2023
Complaint: ********
I am rejecting this response because: I was told this was in engineering at 8 weeks i have spoke with the county nothing has been started I want a refund of my 25% I no longer trust what you have to say and have called spoke with someone waiting for a response since February called again left a message with zero call back and emailed your office with no response! As you speak of a disaster yes I understand but to continue to lie and BREAK THE **** KNOWING THERE WAS A WAIT THE NOT OWNING UP TO THE **** THAT YOU HAVE LIED AND STOPPED RESPONDING! Is insane and unprofessional I have given 7 months with not even a paper signed to start permits I do not want you to proceed so I can continue to be lied to and pushed out further I want my deposit back if we cant settle thru here I will be going to the district attorneys office to press charges
Sincerely,
***************************Business response
03/27/2023
I hope your day is going well. ****** did let me know he had spoken to you, and per your conversation a refund on the enclosure project has been offered to you due to the needing the installation sooner than our current projected timeline. I am working on that refund process right now. Our office did send a follow up email to you after the conversation with ******. I also wanted to extend my apologies for not being too happy with the timeline of te project, and the lack of the communication. I am looking into that with my permitting department and receptionist as well as sales to make sure we are meeting those expectations, so I do want to sincerely apologize again!!Initial Complaint
03/02/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Kevin B***** gave a quote to replace lanai screens and add roofing. Said he could do in 2 weeks. Required a deposit of $5,000 and would come back that afternoon with roof samples. He then disappeared. Didn't respond to dozens of texts, calls, emails for weeks. Finally called and said we didn't choose a roof color. I said you were supposed to come back same afternoon I gave you job. He said if we chose any color except while, the job would be delayed again so we chose white. He has now again disappeared for weeks, not responding again to texts, calls and emails. I have demanded a refund that he continues to ignoreBusiness response
04/08/2022
Business Response /* (1000, 7, 2022/03/23) */ Business response taken verbally by BBB: This job has been completed.Initial Complaint
01/14/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Contacted the company to replace our gutters due to a recommendation from our roofing company. Kevin B gave us a quote and require a deposit of almost 900. We paid it and set a date for installation. The day before scheduled installation we reached out to Kevin to confirm and he advised the date needed changed. Since then no one has shown up we have no communication from him, voicemail is full and won't return emails. We want our money back.Business response
02/23/2022
Business Response /* (1000, 7, 2022/01/28) */ Business response taken verbally by BBB: They complained on Friday, the job was completed on Monday. We were only delayed by a day for completion. Consumer Response /* (3000, 9, 2022/01/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) After over a week delayed with no communication from them. Many emails sent. Only after an email that we sent to them threatening legal help to get the job done or our money back that is when they reached out to complete the job. They have taught us to do more research about who we hire going forward.
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Get a QuoteCustomer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.