ComplaintsforLonghorn Solar Screens

• Initial Complaint

  09/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We hired longhorn solar to install solar screen in 2015. They were installed and we have the receipts of purchase and install. These screens have a 25 yr warranty. In the last year or so, the screens have started to fade and long horn solar denies installing them or depending on when you call, they even say that they have never seen this happen. They refuse to cover the warranty and lie about coming out to install the product.

  Business response

  09/01/2022

  We have been out to this customer's house and determined that the ******************** are dirty from dust and pollen. We suggested for them to have them cleaned.
  Screens need to be cleaned and maintained in order to keep their appearance.
  

  Customer response

  09/02/2022

  Additionally I have attached high resolution pictures as proof of the fading and where the color seems to be coming off the screen. I have included a video of that as well. Also included are pictures of the screen faded and where the color is falling off as the screen is disintegrating. This is further proof that the screen is defective and no an issue of washing or pollen.

  Customer response

  09/02/2022

  ***Document Attached***
  Another issue we pointed out was that the screens on the south and west are the ones that are fading. These are the ones with the most sun exposure. Also we wash the screens in the spring and the fall with a hose and they are very clean. This is clearly a defective product.
  See Attachment/File: 20220902_172601

  Customer response

  09/02/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  We proved to the tech that it was not dirty by washing it in front of him. The color was faded and he promised to fix all of them and did not do it. Also he took a faded screen with him as proof of the fading and they still refuse to do call the manufacturer and fix these window screens
  
  

  Business response

  09/06/2022

  Can you please provide invoice where you bought the screens from us. All I am showing in our computer is an estimate from 2016. The tech I sent out never said anything about you washing them in front of him. He did state that it looked like you had bought solar screens from two different companies. Please provide invoice and we will be happy to resolve your issue.

  Business response

  10/28/2022

  Business Response /* (1000, 5, 2022/09/01) */ We have been out to this customer's house and determined that the screens are dirty from dust and pollen. We suggested for them to have them cleaned. Screens need to be cleaned and maintained in order to keep their appearance. Consumer Response /* (3000, 7, 2022/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) We proved to the tech that it was not dirty by washing it in front of him. The color was faded and he promised to fix all of them and did not do it. Also he took a faded screen with him as proof of the fading and they still refuse to do call the manufacturer and fix these window screens Business Response /* (4000, 11, 2022/09/06) */ Can you please provide invoice where you bought the screens from us. All I am showing in our computer is an estimate from 2016. The tech I sent out never said anything about you washing them in front of him. He did state that it looked like you had bought solar screens from two different companies. Please provide invoice and we will be happy to resolve your issue.

  Customer response

  05/31/2023

  long horn requested a receipt. I have attached it as proof that they did install our screens

  Customer response

  06/01/2023

  attaches in the receipt

  Customer response

  06/01/2023

  Receipt attached

  Customer response

  12/12/2023

  We have called this company numerous times and submitted proof of
  purchase which is the receipt. They have not come out and replaced the
  screens which are cracking and fading. They are not dusty or dirty or
  painted over. They have a defect and they are losing their color, sun
  beaten and should be covered under the 25 year warranty. They refuse to
  come out to fix. I have attached the receipt again as proof. They also have this as we have sent it before.

  Business response

  12/28/2023

   

  Good afternoon,

   

  This is the first time we have heard from you since we asked for a copy of the invoice.

  The reason we were asking for an invoice is our current system cuts off at 2016, it does look like we installed your solar screens in 2014.  Now we can finally see the invoice.

  However, we have no idea where you got that our solar screens have a 25-year warranty.  We have never said this or posted this anywhere for the life of our company.  

  Are you able to post a picture of the solar screens that are fading or doing whatever you are saying they are doing?  It looks like we installed 37 solar screens, are all 37 solar screens doing the same thing?

  We would be happy to have one of your screens sent off to our screen manufacturer and see what exactly is happening with your screens.

  Let's start by sending us a few pictures so we can forward it to them, they will most likely want to see one in person.

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