ComplaintsforWilson's Screen & Aluminum Inc.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company was a subcontractor for a pool company I hired to build a pool, enclosure and elite roof. They did the concrete deck and the enclosure/elite roof. The concrete was done in two pours but the first pour was so sloppy that they spilled enough concrete and fell short on the first pour leaving a square area unfinished and nearly to the top of the surface. However, the real complaint is that the elite roofing they installed leaks. They have come out several times to repair, but it continues to leak and now they simply avoid my calls and texts. When they came out in the past it was only because we got on them several times before they finally came out. In short, their customer service is horrible, and their product isn't much better. I'm considering a law suit since they installed a product that is garbage. Well, don't know if the product is garbage but the installation and craftsmanship certainly is.I wouldn't recommend this company if they were the only contractor in **********.

  Business response

  03/08/2024

  *** has been out with medical issues, He will take care of this as soon as he can. He will contact when able. Thank you for your understanding and we look forward to resolving this issue.

  Customer response

  03/08/2024

   
  Complaint: 21398334
  
  I am rejecting this response because: There has been NO ATTEMPT to respond to any of my calls and/or texts.  I would expect that if this was legitimately the case, someone would reach out and explain this to me.  But this company has made NO attempt to reach out to me, except when I file a complaint with BBB.  Therefore, I do not accept this response.  *********** needs to fix this problem and communicate with me ASAP. 
  
  Sincerely,
  
  *****************************

  Business response

  03/11/2024

  In response to this rejection, I have been out on medical leave and I'm know back to work statice. We have no complaints from this client until know. The concrete had to be done in two pour's. I have had good communication with this client till as of late. We have responded to he's concern's several time's with great communication and friendly relation's. I will resolve this matter with the client as I have all other clients in the past.

  Business response

  03/21/2024

  I want to show these picture's so that anyone who ****** this can see we do good work and follow threw. We take pride in are business. We have had some struggles after covid with labor and materials, but we are still a professional company that has been in the business for 33 years. Thank you!

  Business response

  03/21/2024

  I want to show these picture's so that anyone who ****** this can see we do good work and follow threw. We take pride in are business. We have had some struggles after covid with labor and materials, but we are still a professional company that has been in the business for 33 years. Thank you!

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed a contract for pool enclosure on March 17th, 2022, and agreed to wait until pool deck was completed in order to install. The pool completed on August 8th, 2022. We paid Wilson's half of the money ($8000) required for the contract as a deposit and the other half would be paid once the job was completed (remaining $7000). After our pool project was delayed for several reasons, we decided to contract with Wilson the concrete for the pool deck as well. Wilson's completed the concrete by mid Aug 2022. Wilson's agreed at this point to move forward for the installation of the pool enclosure. Since August, I have only received excuses with different reasons on why the pool enclosure can not be completed. It is now the end of the year and I don't have a firm date set for installation. Every time I try to reach the company there is always an excuse for the delay. I have been told it would be soon and nothing is scheduled yet. At this point it is frustrating the lack of professionalism and that customers like me must wait for so long to get this type of jobs completed. Mr. Wilson keeps giving me excuses of material and personal shortages. However, the supplies for the screen are all available from multiple suppliers. I am beginning to doubt that this is the problem. Because of the long delay, I need to apply for an extension on my permit which will cost an additional $350. I am seeking the BBB help to resolve this situation. Ideally, I would like the screen enclosure finished as soon as possible. If this is not possible, I would like my deposit refunded.

  Business response

  01/10/2023

  This job had difficulties with the pool builder prolonging the job for several months. When the client called to inquire as to if I do concrete I said yes and within two weeks the concrete was done. When the client asked about the screen enclosure I explained that we are behind. Since then we had two hurricanes and my cut guy had a stroke pushing us further behind. This job is permitted and will be done within 3 week's of this response.

  Customer response

  01/20/2023

  This job is still pending since the job hasn’t been completed by the contractor. I will close this complaint once the job has been completed to its full extent within the 3-week grace period given by Wilson’s Screening & Aluminum.
  

  
  

  Business response

  03/25/2024

   This project was completed and client is very happy with his project and apologized for contacting the BBB with the complaint.  

• Initial Complaint

  12/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 04/14/2021 I made a deposit for a screen enclosure. i was waiting for my deck to be installed which took about 8 months **************** called and doubled the price of the enclosure. He said the materials went up. I went along with this but modified my budget to fit the price increase. On Saturday August 13th 2022 I made a cash deposit of $3,500.. I waied several more months into 2022 for **************** to get back in touch with me. I have made repeated calls to **************** and he promised my enclosure would be up by Christmas 2022. I have now called and the message on his answering says he is out of the country until December 23, 2022. I would like a full refund.

  Business response

  12/13/2022

  This complaint is not correct. This job was put on hold for 8 months which expired the first permit. When she said the project was ready I told her that the price would be different because the price of material had gone up. Then we sat down and came up with this ********** to a 2 story screen enclosure to cover the new balcony. The new contract was signed 8/13/2022. I explained that we are behind and it would take some time to get this project complete. I was going to try and get it done before the 24th and have had some delays with engineering. I'm down to 2 employees. My cut guy had a stroke which has put me even further behind. I had patience for eight months. I lost money on this project and all I can ask is for a little patience. All of my clients are just as important as the next. Thank you!

  Business response

  12/14/2022

  We are going to be more than happy to give back a refund less the first permit that was pulled.

  Customer response

  12/14/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I would like a FULL REFUND PLEASE! He has promised to call and send someone over to do measurements numerous times and this has not happened! I just want a full refund for the money he has been holding onto for over 2 years. I would like a refund I do not want to do business with this company. *************** is a liar and I don't trust him. Please instruct him to return my money.

  Customer response

  12/15/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I would like a full refund. **************** has been holding onto my money far too long if he has a receipt that he can show me for a per it I will pay for the permit.

  Customer response

  12/30/2022

  ***Document Attached***
  No refund to date
  See Attachment/File: 20221226_140556.mp4

  Customer response

  12/30/2022

  I have not received a refund to date

  Customer response

  12/30/2022

  **************** said he was mailing my refund and I never received it

  Business response

  01/09/2023

  So that you understand the clients that have been calling into the Better Business Bureau have been a little ridiculous. I am giving ***************************** her money back. She has to pay for the first permit that was issued to her so she is getting a refund less the amount of the first permit that was pulled for her project in which she held me up for eight months. I believe the Better Business Bureau should be helping good companies, and explaining good things about those companies to the clients or consumers

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 1, 2021, we hired Wilson's Screen & Aluminum to screen-in our back lanai. They got the permit under the contractor named *********************************************************************************. They installed the screen in April or May, 2021. They did not pass the final inspection. We discovered their oversight about 14 months later. Through several telephone calls, we tried to get them to come to our house to correct the code violations. We complained to the permit department of the City of Winter Garden, but they did nothing about it. We do not want to be penalized for having any code violations or liens against our property. We would like the screen enclosure finished to the current building code standards and a final inspection that affirms that.

  Business response

  01/04/2023

  Consumer Response /* (2000, 19, 2022/12/09) */ On December 5, 2022, Bobby came to my house and did the necessary repairs to the screen enclosure. He told me that the City of Winter Garden had already closed the previous permit, but he is opening a new one to complete our agreement. It may take awhile to get the final inspection from the City, but I still want the job to be approved in the final inspection. I am now satisfied enough to cancel the open complaint with the BBB. Thank you, BBB, for prompting him to action. *************

• Initial Complaint

  08/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Work completed April 2022. Many things on job was not completed properly. 1-Gutters installed leak. 2-Screen door need adjustment. 3-Caulking not done properly. 4-Pavers not installed properly. Need more sand. Pavers are knocking when you walk on them. About a third of the job is like this. I have called Mr. ****** several times to no avail. Says he's coming and never shows up. I told him I was go to reach to BBB. He said he would respond to you. I been patiently waiting for four months. No call or appointment for work to be done.

  Business response

  10/18/2022

  Business Response /* (1000, 5, 2022/08/29) */ This project was done correctly. The client is washing the sand out of the cracks with a water hose. There were bags of sand on the patio that was collected by the client. The sand has to be in the cracks for stabilizing the paver and to keep them from moving, as the client indicated they need more sand. I will add more sand but will not keep doing so. All doors worked properly when I left. The client payed in full for a satisfactory project. Consumer Response /* (3000, 7, 2022/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not true. I did not wash out the sand. Mr. W***** washed out the sand after cleaning the pavers the acid. He was suppose to send someone to address stabilizing pavers. No one never came. I paid him in good faith even though caulking was not done properly. Someone was to do the caulking the same day I paid him, but left without doing the caulking. Doors need adjusting, because they slam. He told me not to adjust, because that void the warranty he would came and do it. Gutter leaking. It was not joined correctly. He needs to come and check it out. Mr. W***** asking me to be patient on addressing all issues. I have been patient for four months. I should not be waiting months for a correction of the job. Bad business. Business Response /* (4000, 11, 2022/09/12) */ As I responded before I will re adjust the doors and re sand the deck. Will be complete by the 22nd of September.

• Initial Complaint

  08/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Wilson's Screens was contracted to provide a screen enclosure and "Elite Roof" through my swimming pool contractor. Due to an insurance concern, Wilson's Screens was paid a "Rush Fee" to complete the job in April of 2022. The screen enclosure has been installed, but the owner will not respond to request to complete the Elite Roof. I called and let them know on July 5th, a very expensive out door kitchen was delivered and installed. It is now August 16th and we still don't even have a scheduled date for the installation of the roof to cover the kitchen. The components of the kitchen get soaked in rain every day and I am concerned about the new equipment rusting. I completely understand this is a small business and the owner is a very nice person. I really like him. But this job needs to be completed. Repeated request (in writing) to schedule the installation over the past two months are only responded with "OK, or I will". I really hope this gets resolved without any further delay. Thank you kindly.

  Business response

  10/17/2022

  Business Response /* (1000, 5, 2022/08/17) */ I've responded with this client. There was no rush fee payment it was a deposit for the project. We out of trying to accommodate a rush for a client trying to save his insurance put others off that signed before he did. We are 4 months out before we signed to help Legacy out. This client will have to wait and be patient till we get time to make it back for the patio roof and 2nd door. I will follow up with this client. I have been trying to help everyone that I can. Other clients don't have water in there pools. We are working very hard to complete are projects. When we did this project the client was extremally happy with are service. I explained to put a cover over the grill till I can make it back. Consumer Response /* (3000, 7, 2022/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have never disagreed with the quality of the work. The job was never intended to be a two step process. The roof was to be installed at the same time as the screen. And that was installed in May. It is now August and even with their timeline, we still don't have a scheduled date. My original request remains, -Please provide a firm date as to when you will install the roof! To put me at the back of your schedule because of a mistake on your part is not fair to me. Yes, please contact me!!! Business Response /* (4000, 18, 2022/09/09) */ The client and I have currently spoken about his project and are going to resolve it next week his materials are already ordered and he was satisfied to know that it would be finished next week. I thank you for the opportunity in the time that is taken to bring this to a completion and also again thank you for your patience we work earnestly to give customer service satisfaction.

• Initial Complaint

  06/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid $5,500.00 on a contracted $8,500.00 screen porch enclosure on our back yard. That was almost a year ago. And we call him 5/26/2022 and Bob W***** stated on several occasions that he was going to start the enclosure "next week" and never showed up. His reason is a lack of material, and for a while my husband and I understood that, but it has been almost a year and I know he has completed jobs bid on after mine and completed them. We deserve better service than this and I believe that we are being taken advantage of. You don't know how painful this is to file a complaint, I am not a complainer and I hate those who are. Please help me to be assured that we will be handled in a fair way, that's all I ask for. Thank you Better Business Bureau.

  Business response

  08/03/2022

  Business Response /* (1000, 8, 2022/06/22) */ We have been speaking with this client and the job is built ready for install. We still have a couple ahead of them and are looking to get them complete within the next week.

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have never wanted to write a complaint and I have been patient for a long while now. But this wait has become really painful. We hired Wilson's Screen & Aluminum, Inc to build a new patio and pool enclosure on 3/14/20. Today is June 1st, 2022, and the project is still not completed. Mr. Bob has been dragging this project for 14 months. Whenever I ask him when my project will be complete, he would tell me "next week..." . I understand the problems with supplies and employees but that's not my problem or any customer's problem for that matter. You took the business and promised a good work , you must deliver. It's has been 14 months of waiting, months of frustration and nervousness. We are really nervous whether this project will be completed soon and in a professional manner because what we see so far is everything but professionalism. I have a feeling that he has finished other jobs that probably were taken after mine. I know Mr. Bob is not a bad person and he means well, but he is taking 14 months for a 2-week job. For God's sake, I just need My project done PROPERLY and IMMEDIATELY. Enough is enough. PLEASE, PLEASE, PLEASE. Thank you Better Business Bureau.

  Business response

  07/29/2022

  Business Response /* (1000, 8, 2022/06/16) */ Contact Name and Title: Bob W***** Owner Contact Phone: 4073091325 Contact Email: [email protected] This clients project is being completed 6/16/2022. We had already started his project prior to this complaint. This project began during the material shortage. He since this complaint has bean very satisfied with the product and service. I'm sure he will give a good report following his completion.

• Initial Complaint

  04/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We paid $11,000 on a contracted $14,000 screen enclosure on our pool area in our back yard. That was almost a year ago. Bob W***** stated on several occasions that he was going to start the enclosure "next week" and never showed up. His reason is a lack of material, and for a while my wife and I understood that, but it has been almost a year and I know he has completed jobs bid on after mine and completed them. We deserve better service than this and I believe that we are being taken advantage of. You don't know how painful this is to file a complaint, I am not a complainer and I hate those who are. But it is getting to the point where my family are saying that I will loose the money we paid out, even more so, it's been an entire year, the cost of building my screen enclosure has gone up substantially, and Bob has been using my money interest free for a year and we are scared of the end result. Being on a limited income as an older adult, we cannot recuperate from such a loss of this scale. I don't think Bob is a bad man, but I think my job is being put aside and that bothers my wife and family a lot, and they have forced me to this action. Please help me to be assured that we will be handled in a fair way, that's all I ask for. Thank you Better Business Bureau.

  Business response

  05/05/2022

  Business Response /* (1000, 10, 2022/05/05) */ I spoke to the client before the complaint and i spoke to the client yesterday. We have been behind due to material shortage. There job will be completed with in 2 weeks of this response. Consumer Response /* (3000, 16, 2022/07/11) */ 7/11/22 and still no screen enclosure....this is going on too long. I canceled my July 4th to switch work for last Thursday because he said he would be there then...he never showed up, said he had Covid. If the BBB keeps him on the favored status after this, I have no respect for their judgement. Worst business experience I have ever suffered through. Business Response /* (4000, 18, 2022/07/11) */ This job is built and ready to be installed I have been getting afternoon rains in Melbourne and I'm working on a very large job and trying to complete it I have been shorthanded and was out with Covid for a week now my cut guy has Covid and he's out of work. This is the next job in line to be installed and will be done by no later than the end of this week sorry for any inconvenience this has caused. Consumer Response /* (2000, 20, 2022/07/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) Wilson Aluminum hired a subcontractor to pour the footings around for a foundation. They smashed a rought iron glass top and Bob said they would replace it as well, that was months ago, still not done. Thank you. Consumer Response /* (4200, 25, 2022/07/12) */ ***Document Attached*** The job is still not done. Why are you closing the dispute? Still not done!!! Business Response /* (4000, 27, 2022/07/12) */ Again we regret all of our consumers suffering through this past year and a half as all businesses are suffering and have been impacted by the past year and a half I am not the only business that has been impacted but I work my best to complete the tasks at hand and work diligently to resolve any complaints. I will do my best to resolve any and all complain to a complete resolute thank you for your time and your business. Consumer Response /* (4200, 30, 2022/07/12) */ Another day gone, and still no response. I work nights at the hospital, 12 hour shifts. So far I missed 3 days of work, including the 4th of July to adjust my schedule to accommodate his false claims of coming to complete my job. So I go work 7p-7a and come back to stay awake waiting for another day maybe he will show up. I will submit to you every day he misses another day he says he will come. Weather or not you accept it, I will document and publish to all of Orlando as well...after all, I hired this guy on your web-sight recommendations, 5-star! Business Response /* (4000, 32, 2022/07/12) */ Again I will respond to any complaint from my customers we are working diligently to do the best we can I am on a very big job and have been shorthanded your job was supposed to have started sooner than this again I had spoke to you and explain to you that it is taking longer than expected to finish the job we are working on I also indicated that your job would be finished by the end of the week and will do so you text me I also text you back trying to burn my name for something that's out of my control is not how to resolve this situation that we've all been going through and yes you did go through the Better Business Bureau to get my five star company because we do tremendous work and will continue to do tremendous work for many years to come it is our hope that things start to simmer down and smooth out so we can get back to moving a lot easier In our future months ahead. To all other future customers that will inquire of our services we do our best and we do remarkable work and look forward to working with you in the future.Thank you to the Better Business Bureau for the opportunity to explain our situation. Consumer Response /* (4200, 34, 2022/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) ...anyone would be rightly upset and worried for paying that much money out for a year and not yet to see one piece of metal. What rights do I have as a paying customer...I'm old and tired...end of the week now...it's Thursday...

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩