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Consumer Complaints

BBB Accredited Business since 03/26/2010

Absolute Window & Shutter, Inc.

Phone: (941) 485-7774Fax: (941) 483-1850

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)
11/18/2013Problems with Product / Service | Read Complaint Details
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Complaint
After over 2 years of delay tactics from faulty install, our replacement screens are currently at Absolute and we can't get anyone to install them.
Absolute installed the windows, doors, and screens in our new construction. During construction we had requested a different installer. **** replied that he was the only installer so **** accompanied the installer on the next visit. Within one year of our move-in date in 2010, problems began with the screens. ****** sent a part, and even though we do much of the work ourselves, and are very mechanical we could not repair it ourselves. They tried to repair them in 2011 with the original installer to no avail. In 2011 our communications with **** began, however, our latter voice mails were not acknowledged. On January 24th 2012 our communications with ***** began. In Sept. 2012 ***** called and said he was referring us to the Neuma Rep. ***** contacted the manufacturer who sent the Dist. rep. and a Service technician who stated they were installed improperly, and the screens needed to be replaced. This visit occurred at beginning of 2013. Then the Neuma Rep ******* had new screens delivered to Absolute by the end of May 2013. ***** called and said he would install the screens in the first full week of June 2013. He did not arrive or call. After 2 months, we made 6 futile attempts of communication with ***** via voice mails, e-mails, texts. We contacted Neuma Corporate on August 14th to see if ***** was still working with them. Then ***** called to get things rolling. Since then Absolute has told us they didn't do our install (and we have all the receipts) we were told that the screens would arrive August 23 however they were already there, and an install date would be scheduled after August 23. When we did not hear from them by August 27 we called and they stated they had no one to install the screens. ***** said Neuma was going to install them but ***** said his installer is in Texas and wouldn't be here for some time. ***** stated he would get in touch with Neuma. We currently have a call into Neuma Corp. asking for contact information for an installer on the West Coast of Florida who has had experience or training for installing Neuma retractable screens. We don't care if Neuma or Absolute installs the screens, however we do not want to go through this arduous ordeal again. We spent over $22,000 in we do not feel we should spend additional money to correct the faulty installation. There have been many phone calls to both Absolute and Neuma with empty promises, except that the new screens were delivered to Absolute.

Desired Settlement
We want the screens that have been sent to Absolute to be properly installed by a person qualified to install Neuma retractable screens.

Business Response
When we installed the product in January 2009, everything was installed properly. The statement about "faulty installation" is totally false and unsubstantiated. After the home was completed we performed a "punch out" on the home. We make sure everything operates properly. This was completed on 9/10/09. At this time we installed the retractable screens. They functioned properly when we installed them. These screens are very touchy when it comes to their operation. If a screw is tightened a little too much or not enough, they don't function perfectly. These specific retractable screens have no warranty from the manufacturer. As a good faith gesture, we ordered and have paid for the new retractable screens, and did not charge the homeowner. We have had other service issues with these particular retractable screens, and when we do, we call in the manufacturer for support. Unfortunately, we can not control the timeframe that the manufacturer gives a homeowner as far as completion time. At this time, we have the screens, the manufacturer has been made aware we have the screens, and they will contact the homeowner to install them. We will do everything we can to expedite this service.

Final Consumer Response
We were told someone would be out this week to fix the one screen that still is working correctly. So I would say we are still not satisfied.

Final Business Response
The Neuma rep spoke to the homeowner today and is trying to schedule for next week. This will be based on both the rep's and the homeowner's schedule. He will bring parts from stock screen door just in case a part is needed to get screen working better. He will notify me when it is scheduled and I will notify BBB.

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.