Complaints

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

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  Smart Guard Shutters LLC

  7 Enterprise Dr Bunnell, FL 32110-4302

• 

  Smart Guard Shutters LLC

  PO Box 352173 Palm Coast, FL 32135

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:11/13/2023

  Type:Service or Repair 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.

  I purchased one large shutter, probably 8 x 6 Bahamas shutter 3 years ago. I have notice after rain the bottom of the shutter drips for days. I checked the bottom of the shutter and there is no drain holes. The powered coat is bubbling up all along the bottom rail and up the side. Notified the company and was told I installed it that could be the reason. But she would inform owner. 4 days later I called back about why I didn't t hear anything, she emailed to wrong address. Still no call, received email to send pictures. With in 5 minutes I had pictures sent. Later that evening I received a message to bring my 6 x 8 shutter in to see if it would be covered as a defect.
  I have checked most Shutters in my area and local shops and they all have drain holes.
  The bottom rail needs to be taken off and repaired and repainted. It is a defect of the manufacturer by this company for not installing drain holes. Now the powered coating is bubbling and ready to peel off and rust. I purchased his product, which is defected.
  I have many pictures of my shutter, and other Shutters with drain holes.
  It is a very heavy shutter and large for me to
  Take down and bring to a shop to be inspected. I could take bottom rail off if instructed to but think it is the responsibility of the company. I feel the issue is due to no drain holes. It is leaking right now and haven't had rain for weeks.
  The first 6 pictures are of my shutter, bubbling and dripping and rusting with no drain hole. The next 2 are white with drain holes at 3 places on bottom of rail Installed by ****** ***** ******** ****** ***.
  The last 2 where installed 15 years ago with drain holes and look great for their age.
  I feel The company should stand behind their product and correct this simple defect.
  Other than this problem they are functional and look great. But if it is ignored they will be all rusted and rotten on the bottom.
  Thank you for your opinion on this matter
  ****** ******

  Customer Answer

  Date: 11/21/2023

  Attach warranty 

  Called company with no response from owner or a appointment set up to inspect the Shutters for defects 

  Business Response

  Date: 12/08/2023

  **** ****** was directed to bring her shutter to our office for us to determine the course of action needed to resolve her shutter issue. Since it is a manufacturing process to make or fix the shutter, she was informed that we would need the shutter for 3-4 weeks to resolve the issue. *** ****** never brought her shutter in to take advantage of the warranty service. We can not perform the service without the shutter. Attached is the email sent to **** ****** with instructions on November 8, 2023.

  Business Response

  Date: 12/08/2023

  ****** ****** purchased our shutter as a self install shutter. To do the self install she had to pick up her shutter from our shop. She did not have any issue getting her shutter to her house so she should not have any issue bringing it back in for warranty work. We can not be responsible for picking up shutters for repair if needed from whereever a self install person takes them. We sell shutters to people all over the **. We will fix shutters if needed but if someone chooses our self install option they at that point are accepting responsability for transportation of the shutter. 

  Customer Answer

  Date: 12/11/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  As per email from customer dtd Nov 8th, it stated they would determine if it was covered as a defect. It was not stated it would be covered. I picked up shutter by renting a truck with 2 men to help. We installed and looked great. 
  These shutter are offered for online purchase on their website with no exceptions to the warranty. 
  Warranty states if any problem with defects a call is made to company and a appointment is scheduled for a technician to visit the property to repair or replace.
  I have yet to get a call or appointment on this matter.
  Me picking up shutter should have nothing to do with the quality of the shutter, no drain holes and paint is falling off.
  If your online order had the same problem would it be the customer's fault.
  Thank you 
  ****** ******
  

  
  

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 12/15/2023

  Our Warranty on our website is for installed products as stated by the "from date of installation" wording in the second sentence. Even given this scenario the warranty clearly states that additional charges will apply for labor outside of the 1 yr period on shutters that are installed by our company. You purchased your shutter from us 3 yrs ago so even if you were looking at the Limited warranty for installed products the labor does not apply. Your shutter has a 5yr parts warranty since we did not install it which warrants the shutter itself from defects. We will repair your shutter under your parts warranty as a self install at no charge when you bring it to our shop. Since your shutter is hurricane rated only our staff can repair the shutter in our facility to ensure the shutters integrity for storms remains intact. If you need our staff to remove, transport to and from, and reinstall we would have to charge for that service. 

  Customer Answer

  Date: 01/08/2024

  I have asked twice where the water drains from with no response.
  I will ask ******* for the 3rd time, where does the water drain from?
  As per warranty, why was I not assigned a appointment to check defect?
  
  As per December 28th, I went to company location and talked to salesman
  ****** ******. He informed me that bahama shutters have drain holes in the bottom of them. I ask him to give me literature on the shutter and specify in writing.
  He asked if I would like to talk to ******* the manager, I replied no I think this is all I need.
  My shutter is rotting from the inside out because of negligent of this product. Paint is rusting and chipping and located where I will be opening and closing for storms.
  It is the responsibility of this company to pick up and correct this defected shutter and install drain holes that were not installed at no cost.
  It is their responsibility to repaint due to the company's negligent of proper manufacturing.
  I would have thought this all would have been unnecessary,  If the company would have followed the warranty and made a appointment to check the defected product.
  

  Business Response

  Date: 01/09/2024

  **** ******,

  Based on your images emailed to us no appointment was needed to determine the defect with your shutter. Sometimes we are able to determine cause without making a trip which streamlines our internal process to allow us to provide effecient service to as many customers as we can.  As with any manufactring process sometimes there are defects. We acknowleged that there is a defect in your shutter and under the product warranty we will resolve the issue.

  As with any product on the market you have to return the product to take advantage of the warranty. 1. We will resolve the manufacturing defect. 2. Part of resolving the defect will be re-painting as necessary. 3. Installaiton Crew labor is not included in the product warranty. Install crew labor is only included on our installations for a period of 1 year.  You chose to self install your product so you are not under the installation warranty AND it has been 3 yrs since your purchase so even if you did have us install your shutter the crew labor would not be included as it is outside of the time period for that. Please let us know if you would like pricing on our crew to pick up and return your shutter or if you will be making the trip to our office like you did at your initial purchase. 

  Looking at another example. If you purchase a ceiling fan from ***** and install it and there was a defect in the fan would you expect for ***** to come remove the fan to fulfull the warranty? No, they would ask that you would return it to the store. This is a common industry practice. 

  Additionally, your shutter is made of aluminum and stainless materials. There are no components in your shutter that will "Rot." If brown you are seeing on your shutter based on the images you provided is hard water residue. 

  The only thing left here is whether you wish to bring the shutter back to the office or if you would like pricing on our crew to come get the shutter from you. 

  Customer Answer

  Date: 01/17/2024

  In response to the company's letter dtded 111324.

  I did not again receive a answer to my question for the forth time about drain holes In my shutter.

  I would like a quote to pick up and return my shutter.

  I would like a update on work being done to shutter before any work is done.

  I am out of town till April and we would like to be notified prior to picking up.

  Business Response

  Date: 01/19/2024

  **** ******,
  Please see response to your
  additional comments and questions below:
  I did not again receive a answer
  to my question for the forth time about drain holes In my shutter. -This
  has been notated several times in previous messages that we do see the issue
  with no drain holes in your shutter (from the images you sent) and will repair
  under the manufacturer warranty.
  I would like a quote to pick up
  and return my shutter.- A Quote has been sent to you
  today at approximately 9:55am through our estimate system to your email
  address: **********************.
  The estimate is for crew labor to pick up and return the shutter. Please send signed
  copy of the estimate to our office at *************************** if
  you would like to proceed with the estimate. You can either mail payment to * ********** **., ******** ** ***** or call in and pay with card at ************
  (card payments will have an additional convenience fee). Once signed copy and
  payment are received we will place you in our scheduling que.
  I would like a update on work
  being done to shutter before any work is done. - Work to be
  done to the shutter is to add drain holes per our previous correspondence. This
  is also notated on your estimate under the warrantied work line item.
  I am out of town till April and
  we would like to be notified prior to picking up. – It is our
  company policy for our office to contact you prior to coming to your property.
  We will not step on your property without prior authorization notated in our
  files for each date we need to be on your property. If you do not authorize
  when the office calls we will not come and will try to get approval on another
  date. 

  Customer Answer

  Date: 01/22/2024

  I have not received any quotes on this subject.
  Before I comment on this issue, I like the quotes sent to correct email addresses
  

  
  

  Business Response

  Date: 01/23/2024

  Hi ******,  Email in our system has been updated and sent to: **********************

  Customer Answer

  Date: 01/24/2024

  Once again I reject the offer for me to pay additional cost to fix this shutter.  Final we have gotten are answer to the main problem which was never address in previous emails. The product was manufactured incorrectly.  This is not what I agree to purchased. If it would have been manufactured correctly this problem would 

   

   

   

   

  Customer Answer

  Date: 01/24/2024

  Exist.  It is their responsibility to repair and pay all costs due to their errors. We am going forward with these records to get a complete refund and damages in this case.

  Thank you bbb for your assistance 

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

  Business Response

  Date: 01/25/2024

  **** ******,

  We have agreed to cover all charges associated with the repair of your shutter per our warrranty. If you bring the shutter to our office for repair there are no charges to you. If you wish for our crew to come pick it up and put it back up for you yes there will be a charge. When you originally purchased the shutter 3yrs ago from us it was the same scanario. If you wanted us to install the shutter it would be more of a charge than if you picked up the shutter and installed it yourself. You at that time elected to pick up the shutter and install it yourself to avoid the added cost of our crew. You can do the same now if you choose. 

  Customer Answer

  Date: 01/25/2024

  I think I made it clear in my last email. 3 months of this is enough. I reject the offer, the shutter was not what I ordered and defected from day one. Would not have mattered if you would have installed or me. It was manufactured incorrectly per your words and salesman.