Complaints

This profile includes complaints for Screens2u's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Screens2u

  77780 Country Club Dr Ste A-2 Palm Desert, CA 92211

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  Screens2u

  PO Box 513 Rancho Mirage, CA 92270-0513

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  Screens2u

  77899 Wolf Road, Suite 108 Palm Desert, CA 92260

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  5/19/23 Owner ***** ******t made sales call to our home. He was a bit impatient with my husband and I as we asked about solar drop shades for our arbor. He was disorganized with his fabric samples. He mentioned business is hard due to keeping employees he's just trained, delay on supplies and that he doesn't enjoy his business any longer. I should have taken all this as a bad sign and let him walk away. However, I trusted he'd provide what we wanted. During that visit 3 different times I mentioned to Steve I wanted a tan color, not beige. He suggested Sand 95% by Suntex (arbor faces the hot southwest). The sample of Sand he showed us looked tan/gold which seemed to work for us. I asked Steve how will the Sand color look in a large shade when it is in the down position and he said the backside will be lighter, but HOA is fine with that. He didn't mention anything about the front side looking any different. So I assumed it would look like the tan/gold color sample. I was relying on his expertise and experience with the product and Sand color. Steve said it would take 3-6 weeks for delivery + a few days to schedule install. On 5/22/23 we paid $2615.45 as deposit for 3 shades. On 6/7/23 I called the PD office to check on order and was told it'd take 4-7 weeks. Finally installed 7/20/23 about 9 weeks from sales call date. Final $2615.45 was paid to them to total $5230.90. That day the shades looked okay at first but once the afternoon sun shined on them, the Sand color looked pink/orange, not tan/gold at all. It's almost fluorescent and is hideous, even worse than beige. We do not use them because the frontside color is horrible and can be seen from most rooms of our home and of course the back patio area. As of 8/8/23 Steve has not returned my email 7/31/23, or phone call 8/3/23. I want to revisit our initial conversation with him. I feel he is not living up to wording on company Work Order "Your satisfaction is of utmost importance to us." I feel he does not care.

  Business Response

  Date: 08/08/2023

  This is a disheartening complaint to receive from a client. We take great care during each and every transaction to ensure we understand our client's needs and expectations, and to offer them the very best options we have available. And while we give all available options, we always allow our clients to make final decisions, especially regarding color of products, as color is always a very personal and subjective choice. Ms. ****** was shown fabric samples, which she viewed in person at her home, and she made the selection she deemed best. She selected a very common color used here in our desert setting by other homeowners. Color of any product will be affected by different lighting, objects in the vicinity, angle of view, etc. All sales we make are final as they are 100% custom. That policy is clearly stated on our contract. We have had numerous phone conversations with Ms. ****** and have advised that we would gladly order a different fabric color for her, but not at no cost to her. As we have provided the client with a custom product, 100% as ordered by her, and have offered options to change out the product post installation, we consider this matter closed. 

  Customer Answer

  Date: 08/08/2023

   I am rejecting this response because:
  I was not offered options to change color. If I was, what were/are are they? And what is cost for each choice?

  I also was not offered options to change out the product post installation. 
  

  All I was hearing was that they can’t be responsible for color. Perhaps it was a bad batch of fabric from manufacturer. They were not apologetic. I feel they just wanted to wash their hands and leave it as is.