ComplaintsforThe Screen Depot

• Initial Complaint

  11/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company Screen Depot started to work on my screen patio on 11/19/2022 until 11/23/2022. after several months and follow up they started the screen which have make complications and problems. The job still showing many areas that are not completed by the standards I was promised and the quality of work expected compared to my neighbors. They did not have uneven bins, open metal gaps, screen hangings on the outside, loud doors. I have compaint to the owner and I stated I am not refusing to pay I just want the same quality my neighbors got in their work and and the owner insisted and intimidated me about placing a lien toward my house and demand 100 % payment when the job have not going tru the final inspection yet. He stated he dont want to listen me anymore and did he did the job and that its his quality of work and he insulted me in my property verbally accusing me of fraud when I just want a clean work for what I am paying. I have successful make all previous payment for the previous jobs but I not satisfied for this part of the job. based on the results. I have been insulted, humiliated and intimidated by this company in many occasions and emotional affected on their behavior and accusations. The picture speak my itself. I just want my job complete with he same quality from my neighbors and standards. It is not justify and fair that my neighbor get a better quality job than mine. When I paying customer as them. They were not request 100% payments until the job was complete and approved inspected was pass. The contractor removed the job permits from my property and when I requested them he said they were his permits. I showed him today a nail that was not all way in and he said that it was okay that will pass inspection and that I cannot ask for perfection. I am afraid that he will not come back to do any other repairs if I paid the rest of the money. The permit documents Primary Permit B-2022-******-**** Owner Screen Depot Mr. *** refused give back permit.

  Business response

  12/21/2022

  Good morning, ******************* has been difficult since we began her install. We have worked extremely hard to correct and address all her complaints. A lot of her complaints seem to stem from her thinking because she's a single women we are taking advantage of her but actually we try and provide all our customers with great service and I am continually thanks for not talking down to her like most salesman and owners do.

  Her complaints seem to stem more from her not understand the screen patio and she has commented to me and my son if I would have know this I never would have contracted for the screen. Here are some of her complaints,

  1) Loud door when it closes - the hydraulic pump that closes the door is designed to pull shut at the last 5" in order to guarantee that the door closes every time, my own door does but explain that to her and she says she won't accept.

  2) we installed new 5" super gutter to support screen roof as per the engineer requirement, she stated to crews she was told she would not need a down spout on her gutter, when my son asked who told her she said the new home builder. We explained were not the home builder and we have to install down spout, her comment was you never told me, we pointed to her signed contract and she said oh if I knew that I never would have bought this.

  3) she complained about the 45 degree cut on the screen door Z-Bar as being rough and wanted it fixed, we actually changed it not because of the 45 degree cut which is how it has to be but because the installer installed two screws, striped them out and added two screws right next to the others. When I visited the job site I informed the installer that was correct and we changed it, them when I met with the homeowner she complained about the same 45 degree cut and I explained that's how they look and we changed that piece the day before, she again accused me of lying until I explained the two s**** issue out side and now the new piece has only one. Her comment was I'm still not accepting it and that's final.

  4) Her other complaint was the way the screen was trimmed outside after it was installed, I told her that that's screen and it has to be cut and some small frays happen, her response was she thought I was lying

  5) Complaining  the bolts in the floor were not strait, I tried to explain that drilling through pavers that they will sometime go at an angle, we changed the most noticeable one but that they all now meet the engineer's clearance specification.

  6) She complained about the door location but the door was placed where the door step was placed, in the location she requested and then she states she's going to have additional pavers laid and wants the door moved out further which puts the door half on and half off the existing door pad which I informed her was incorrect and dangerous, But we moved door to try and maker her happy.

  The difficult thing about this whole situation is we were not finished, while she was home during install she would take a few pictures every hour, not say a word to the crew, not ask if that was the way it would be when job was finished but instead email me them all with complaints before she even let us finish the job.

  Yes there were items that needed to be addressed, yes the crew could have done better but with todays labor crisis we have to work with our crew, homeowners need to be understanding and we get through this process and all are happy.

  We exchanged emails and I told her enough was enough, I would be down to review job with her the Friday after Thanksgiving even though I had guest and after review she would pay me our check, she agreed. Then when I arrive she says she's not paying me anything and she's seeking legal action and going to the BBB.

  Let me state and her attached contract clearly states payment schedule and the customers acknowledgement not to interfere during installation, ************** never made her starting install screen payment of $1,790.00 and yet we continued to proceed. I offered if paid the starting payment to then get her final building approval because everything she complains about is cosmetic and not structural and then return and address her issues as long as she had an understanding nothing is perfect  and you will see that with the attached emails. 

  HER RESPONSE WAS NOT TO RESPOND

  So she can't be understanding, she can't accept that some of these things she's complaining about are the way they are. Her neighbors jobs have the same minor issues her job and most jobs have and they all love their jobs except for **************. I'm not sure she can ever be made happy or understands what she purchased or the things are the way they are suppose to be for the most part. 

  If she makes her starting payment, allows us to get final inspection without interfering and then meet and we can address some of her concern's but she must understand not all her concerns are valid, or we proceed with the lien on her home and a court proceeding but she is actually DEFAULT on the contract not us. Unfortunately I just don't she her being able to accept some of the things that are associated with screen patio's and to her not perfect but to us more than acceptable.

  Let the pictures speak for themselves, 

*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. ↩