Customer ReviewsforRollsecure Shutters, Inc.

its been 4 months since it started. Nov. 2023, shutters on the back were installed the wrong way. thou Sales Rep, was informed about the types of walls we have. The bay window, has not yet been completed, they keep saying, it has not been cut, and the ones cut, were wrong. From the top to the bottom. Communication, quality, punctuality and customer service. All have not been pleasant to deal with. We are So sorry we selected and trusted this company. we should have Listened better to the reviews on Google. and we are still " waiting" for the installation. Shutters are still outside getting dust and rain. our shutters that we are paying for. lack of commitment and respect.

There has been a lack of communication and for that I apologize. When we first went out to do the shutters we discovered that the planned method of installation would not work to code and we had to completely remake them. You state you told the salesman, he does not recall that conversation at all. Either way we remade the shutters at our own cost. Additionally your install was delayed several weeks while you and your husband mulled over the different options we presented to you regarding the changes due to your installation.

There have been several times that we have sent someone out to your residence and you have left because they hit traffic and did not arrive at the exact time you were quoted. I am sorry that we have not been more punctual however we cannot control traffic either. We should have communicated better that we had been held up in traffic before you emailed to say you were leaving despite us being on your street. 

The shutters are "outside getting dust and rain" they are meant to be outside the dust and rain will not hurt them, and we have already stated our intent to clean all of the shutters. We just received the additional parts needed and we are hoping to have them come back tomorrow, I did email you about this and am awaiting response.

Very disappointing. We ordered three impact windows. Six months later one was installed. Two did not fit and were too large. They reordered and delivered windows that were once again too large. We are now 13 months out from the order. Windows were trimmed by RollSecure employees. The supervisor admitted that he always rounds up to get a tight fit. So twice they didnt fit! Additionally the permit expired. They did not post a permit. Inspection has not occurred. The installation looks unusual and the caulking is disastrous. Its bumpy. Does not cling to the appropriate areas and is sloppy. All over. Marble sill was broken on installation.

I understand your frustration with having to wait longer for the windows to be installed. We were also frustrated due to the fact we ordered them correct and they came incorrect. We did try to explain this but unfortunately things seem to have been miscommunicated or lost in translation.  The permit has expired but as we explained we would extend it once we are able to (the permit office has been focusing on emergencies only due to Hurricane ***) and once it is ready for the inspection. The permits only last a finite amount of time, and extensions even less. We are aware of the broken sill and are in process of obtaining new one, this happens unfortunately too often in window installations. When the manager comes out to replace sill, we can have him inspect the "unusual installation" and "disastrous caulking" and address any other concerns you have at that time. I wish you had contact us to correct these issues prior to leaving numerous bad reviews on multiple platforms. Unfortunately, things like this happen in construction and all we can do is our best to correct mistakes and strive to make everyone happy. 

I do not believe that this manufacturer made these windows wrong twice, but you can argue that if you want. Why would you do business with someone like this? Your supervisor admitted to "rounding up", therefore that is the translation that I am going with. The windows were too big. You never explained anything regarding the permit. I reported to you that the caulking was awful and the sill was broken. You said you thought the sill may have been broken before the install and you would check, but you would repair the caulking. We never spoke with you after that, other than to the technician who was sent to put in child lock. We asked the technician if he was told to repair the caulk and the sill. He knew nothing about this. He called in to the office. He attempted to repair caulk but was not successful. He said the caulk had solidified and he couldn't fix it very well. He knew nothing about the sill. The fact that a manager is coming out to repair the sill is news to us. I communicated with the permit office and they sent me that account number, and they are not too busy to answer my questions. They came back to me within 24 hours. They told me about renewing the permit. You did not. If you are willing to repair the sill, then that is great, and it is news to us. So here's the deal ... You installed impact doors on the lanai and master bedroom in this condo for a previous owner, who left the paperwork. We ordered three new windows, one of which was installed professionally and works great, and fits with perfect caulking. Therefore, we ordered, we expect the last two windows to have the same careful, professional installation, why wouldn't we? When you accomplish that, we will pay you and the sooner the better. Re the reviews, FYI, when customers are not satisfied and work in not down well, companies receive bad reviews. That's why reviews are out there. Three windows were ordered in September 2021. One was installed May 2022 in good order. That's a fact. Two were not installed in good order, and were brought to the customer with the wrong measurements, twice. That's a fact. A hurricane occurred in 2022, one year after the original order and four months after the incorrect installations began. We did not have our new orders for the hurricane, which well we should have. A window blew out in the storm, which is exactly why we ordered these windows from you one year ago. Again, the one that you installed in May 2022 performed perfectly in the hurricane. We expect the same from the remaining two. I can send pictures of this mess if you want. And we have never not paid a bill, and will pay when the remaining two windows, look the same as the other(s) you installed. Why would we expect less?

I contacted Rollsecure Shutters, Inc. to request an estimate for installation of a roll screen for my Lanai'. A Mr. Rick S. gave an estimate. A few days later I saw him and requested he take us off his list as a potential customer. As he was getting on the elevator he asked if we were not doing the job at all. Since he asked, I told him we were able to get the job done at a better price. As the doors closed on the elevator (I was standing outside of the elevator) he called me a cheapskate. What a poor representative of a company.

You did contact me a few days ago regarding this. I apologized then and I will again, this is out of line with Rick's character and I am truly sorry it happened. Thank-you again for letting us know so we can make sure this does not happen again.