ComplaintsforBest Custom Screens LLC

• Initial Complaint

  08/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Ordered screen door 5/26/2023 with the stipulation that it could take up to 3 weeks to arrive. After not hearing a response or tracking number after 4 weeks I sent an email and called to verify my order was being processed. There was no response so I left a message and email to cancel my screen door. It had been longer than the time they had promised by a week. After 7 weeks I called and tried to cancel order again and emailed for a cancellation. Again no response. After 7 weeks and 3 days I received an email that they were shipping my screen door. I called and said I had cancelled weeks ago but was told I couldn't cancel it had already shipped. Screen door has arrived at my residence last week 7/26/2023 while I was on vacation. The screen was delivered with the "THIS SIDE UP" arrows facing down? Of course the screen was damaged when I opened and have called the shipping company and Best Custom Screens with no response from either. I want a refund. Order number ***** 5/26/2023

• Initial Complaint

  06/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order in April and was charged $146.99. I've not received an email shipping confirmation. No response to multiple emails. No answer when calling/voicemail. I reached out on ******** messaging. I'd like the order cancelled and refunded the entire amount.

• Initial Complaint

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I filed a complaint on Feb 5, 2023, to BBB. Case ***********. It said the company was out of business and asked for another mailing address. This Bestcustomscreens.com company has two locations, CA and **. I filed a complaint on CA and replied email to BBB about the ** location, but I haven't heard back from them at all. So, I am re-submitting the ** location with my initial complaint. Also, I have filed a scam on this place since it is still active on the website with both areas, yet BBB saying the CA location is out of business. You will find this site, www.bestcustomscreens.com.I placed an online order on September 22, 2022, for two screen doors and a few supplies. The total payment was ****** (including the delivery fee of $71.00)order number *****. After several calls and emails, I finally received my first shipment on Nov. 17, 2022, small supplies only. When I contacted them, they said they are in delayed and will send the screen doors. On Dec 12, 2022, only one screen door was delivered. I contacted them and emailed them the proof of delivery as they requested. They said they contacted the production shipping department to fix the problem and will immediately deliver the missing item. That email was written on Dec 15, 2022. I contacted them but no words. Then, I finally reached them from a call I made on Jan 11, 2023. They apologized for the delay and promised to solve the issue right away since they have it in their stock. Ever since then, I never heard back from them. I've emailed and called and left voicemails requesting updates on my screen door or giving me a refund. My last contact with them was Feb 1, 2023 (left a voicemail again). Still, there's no response from them. I want a refund of one screen door I did not receive, $139.99 + a portion of the $71 delivery fee. It's been over four months and they are not promising the product delivery as they've advertised as quick and best service overall. Nothing was done unless I reached out to them, which took up so much of my time and was tiresome that I even thought of giving up. I don't know what is their strategy to take an advantage of customers' money, but wearing them out is one of them. Whether the amount of money is small or large, this is not the right way to do business. Please solve a problem for me, since they are trying to wash it away. Thank you.

• Initial Complaint

  02/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Ordered screen online through the Best Custom Screens. This was confirmed via email on on the 10/12. I tried to contact them several times via email and phone calls to verify the progress of the screen since it stated on the portal it would only take four weeks and it had been much longer. I was sent an email informing me that the screen was shipped 12/19/2022 but it was never delivered. In fact the company is the one who cancelled the shipment and has had the package since 12/09/2022. When I contested it through my bank that's when they send the package and then cancels the shipment. Never heard anything from them and still haven't and it is now 2/1/2023.

• Initial Complaint

  12/15/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a Economy Sliding Screen Door, 36x94 inches, on Sept 20, 2022 for $258.49. Order #*****. The product I received was the incorrect size at 36x94 3/4" and was unable to fit my door. I tried to call multiple times but it would ring and no one would answer. I sent an email in response to the Order Shipment Confirmation informing the company of the issue on Oct 17th with no reply. I sent a second email on Oct 26 and received an email reply from ****** asking for the packing slip which I emailed on Oct 27th. I received an email reply from ****** on Oct 31st stating they would send a replacement order. I also asked for a paid shipping label, offering to return the incorrect door, and did not receive one. The replacement door was received and was also incorrect. The door was MUCH smaller than the original. I sent an email informing the company of the issue, including the packing slip photo and a photo of the door on November 14th, 2022. In the email I requested a response within 3 days and the correct size door with a discount or full refund for the error. I have not received a reply to my email and have not received a new door or a discount/refund. I never have received a phone call from anyone at the company. I would like a refund of my purchase price.

• Initial Complaint

  09/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 6, 2022, I placed an order with Best Custom Screens for two 94" x 48" black screen doors, two 96" x 1" x 5/8" top black **channels, four 96" x 0.5" x 5/8" side black **channels, and twenty black self-tapping #8 1/2" screws. On June 30, I received an email saying the order had been shipped in two separate shipments. On July 6, 2022, I received the two black screen doors and received an email that the order was complete. I emailed Best Custom Screens on July 16 notifying them that the remainder of the order (second shipment) had not been received. I received no response for three days. I called their customer service. They said they would check on the second shipment. I kept calling every couple of days, with no response or action. On July 29, I contacted their Director of Operations, *************************. He explained that what probably happened was the label on the **channel tube had probably fallen off and the shipment was lost. He put in a replacement order for the **channels and mounting screws. In the replacement order (#*****), ***** sent the replacement for the two top **channels but only two of the four side **channels. On August 7, I notified Best Custom Screens that the replacement order was missing two of the four side **channels. I received no response to my email. I received the replacement order on August 11, 2022. As I pointed out in the email, the shipment was missing the two side channels. I emailed again with photos of the received shipment. I called their customer service and ************************* 10 times. ***** would not answer my call. Customer service claimed that they were processing a replacement for #***** and sent me an email on August 26 saying a replacement order had been placed, but the order was for two top channels, not two side channels. I contacted their customer service representative and explained that the wrong replacements were ordered by them. They said they would contact the production department and correct the order. No order yet.

  Business response

  09/29/2022

  This complaint can now be closed. Best Custom Screens has successfully delivered the remainder of my order.

   

  Thank you,

  *********************

  ************

• Initial Complaint

  07/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Custom window screen ordered July 27th, 2022 for $28.48, reported as backordered. Shipping charge of $66 appeared on order confirmation page. Order #*****. I can't afford that exorbitant charge. I immediately submitted an online ticket with the company to cancel the order. I called the company within 5 minutes to cancel the order. The customer service person said the order can't be canceled. She also said they needed to get email from me about the order. I sent 2 emails requesting cancelation of the order. I tried to submit comments on the website but comments were closed. The website claims they like comments and want to take care of customers. The company has not responded to the online ticket for cancellation. The company has not responded to my phone call request for cancellation. The company has not responded to my email requests for cancellation. I'm concerned that the longer they keep my money, the less chance I have of getting it back. I have disputed the bank card charge with my bank, ***********.

  Business response

  09/03/2022

  Consumer Response /* (2000, 14, 2022/08/31) */ * Please see attached documents. Thank you for contacting me about my complaint. I received a notice from the business today indicating that the order has been canceled, as I originally requested within 5 minutes of placing the order several months ago. I've attached a copy of their email in pdf form. I have not seen the charges returned to my bank account yet. I won't be satisfied until the money is returned. Thank you

• Initial Complaint

  12/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I ordered screens from this company on November 6, 2021 online. I was told via the purchase notification order that this order would be here for window screens in 2-3 weeks from the date of purchase. When they did not arrive by 11/30/2021, I called the company and did receive an answer. Then I got on the customer service online chat on their website and was able to speak with someone that stated that the windows would be here in another 1-2 weeks. However, the screens were not here. Despite trying against via phone and online customer service messages, I was able to get ahold of someone on December 18 via the online chat. The employee told be that the window screens would be here on Wednesday, December 22. The window screens are still not here. I have not been notified by the company regarding the delay. I have not been called back regarding again, the phone calls and online message I sent them on 12/23 when the window screens did not arrive.

*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. ↩