Complaints

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:08/21/2025

  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.

  They have been working on my project for over a year, and it is still not completed. The company does not respond to concerns and has an extremely high turnover rate as well. I have missed days off work waiting for people to arrive, and they never show up. Most times, they call on the day they wish to come out! My contract requires ceiling fans to be installed, but with summer in *******, I had to pay for the installation myself since the company never showed up to hang the fans. This is a necessity! In addition, the project was poorly designed, and the gutter overflows into my roof line. They have sealed the bottom; however, they did not seal where the water enters the roof line, and now the moisture will be trapped between the gutter and the roof line, and rot the wood. In addition, there is not enough downflow to accommodate the rainwater. One corner consistently leaks. The wood on my fascia was damaged during installation, resulting in large chunks missing along the full width of the project. It was a poorly installed project, as the project manager admitted. I do not wish to pay any additional money to this company for irresponsible service, unacceptable communication, poor work ethic, and poor installation. I have missed days off work and had to pay for the installation myself due to the lack of service. It has been highly stressful and disappointing, and it's been a very long time with an unfinished project. They have already extended the permit and are now requesting to close it without completing the work. I will not pay for this, not another *****.***********************************************************************************

  

  Business Response

  Date: 09/11/2025

  We appreciate the opportunity to respond and clarify the situation. First and foremost, were glad to hear that the patio cover looks greatour team takes pride in delivering high-quality workmanship, and were pleased with the final result.
  
  Regarding the marks on the fascia, these were present due to the removal of hanging plants and associated hardware, which the homeowner acknowledged during our visit. The patio cover itself is structurally sound and does not leak. We have returned to the property multiple times at the homeowners request to investigate concerns, and each time we found the gutters to be completely clogged. This caused water to overflow and run behind the fascia, which is unrelated to the patio cover installation.
  
  During the planning phase, we recommended installing two gutters and an additional downspout to ensure proper drainage. The homeowner opted for a single gutter system, despite our professional advice. Weve continued to respond promptly to service calls, even though the issue has remained consistent: clogged gutters and insufficient drainage.
  
  To prevent further water-related concerns, we strongly recommend installing gutter guards and a second downspout. Without these improvements, the same issues will likely persist, and we want to be clear that this is not a result of faulty workmanship by RollShield.
  
  Lastly, we must note that the account remains significantly past due, and the homeowner is currently in breach of contract. We remain committed to resolving this matter professionally and encourage the homeowner to contact us directly to discuss next steps.
  
  
  
  
  **** *****
  Owner, RollShield LLC

  Customer Answer

  Date: 09/11/2025

   
  Complaint: 23775352
  
  I am rejecting this response because:

  First of all, I have never had hanging plants on my patio. This is an outright attempt to cover up the damage that occured witj installation. Secondly, the gutter was not communicated until installation. This was to release water directly over my brand new pavers which is unacceptable. I took photos of suggestions that were ignored as well as, my other concerns.Third, my account can not possibly be over as you have not completed the work. This is a direct admission of the extreme lack of responsibilty, accountability, and oversite of my project. This response is a direct attempt to blame the customer with direct lies, and lack of good business pratices.

  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:05/19/2025

  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 ordered new shutters as of 01/17/2025 and for the past month I have asked for a date when they will install. The sales *** **** **** tells me he will get me a date by end of week, but this in week 4 and still no answer. I have called and left message as to when will they give me an install date. The sales *** said he doesn't make the dates I said I know, but I need a date as I would like to have a life not wasting time waiting on them. Yet this company played the same bs games like last time. I have 7 shutters left. I was told they were made but they do not know when they will be installed then gives me more new excuses. I want a date that is all not lip service

  Customer Answer

  Date: 07/01/2025

  This response was provided verbally to BBB:

  The business installed the final two shutters.

  However, I learned that the business did not pull a permit for the work, and the work cannot be inspected. This needs to be resolved.

  

  Business Response

  Date: 07/01/2025

  This response was provided verbally to BBB:

  The issue with permitting was administrative and should be resolved this week. We had properly submitted the permit, however we only recently became aware that we had to update information with the city for approval.

  We value Mr. ****** as a customer, and this should be resolved with the permit closed shortly.

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23342296
  
  I am rejecting this response because:  I need the stuff permitted and inspected I talk to owner couple weeks ago he said he would take care of it and did nothing I told someone on the phone ads to this when u folks called me they said they would look into it and that is all I know I called them yesterday and left another message about getting this inspected I think they like to say one thing and do nothing.
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 08/15/2025

   
  Complaint: 23342296
  
  I am rejecting this response because: its been over 30 days and its weird the owner said he would take care of this and did nothing He stated he would have someone come out take images send to city and he would pay for it he did nothing
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 09/11/2025

  I want to apologize for the time it took to get this permit resolved.  According to the information in our system, we installed the job within the quoted, estimated time for installation. Still, due to the confusion of us having permitted and completed 2 phases of work prior, and the permit being closed out, this was an oversight in not having pulled a permit for the additional work listed as Phase 3.  Upon notification, we permitted the new phase of work, contacted the customer to see if we could send the inspector out tomorrow. He agreed, and we subsequently requested an inspection for 9/12/2025. The permit is attached. 

• Initial Complaint

  Date:05/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We signed a contract for ****************** shutters on 2 large window areas and Crimsafe covers for 2 small windows on December 14, 2024. At the time the salesman **** said we were looking at a March delivery. On January 21, 2024 we had a Tech visit to measure areas. On February 10, the tech (****) came out again and said that the configuration of the windows would not allow for the RollDown shutters. On February 11, 2025, the salesman **** **** came back out and confirmed that we would have to change the plan to Crimsafe Protection. We agreed. he told us that the delivery should be the same as the product is made in house, and because we have already waited, we should expect and expedited delivery. On March 19, after not getting any calls for install, I called **** and was told that he would let ,me know when production had begun. On April 4 after no news, I called **** again and was told that that we should be very soon and he apologized for the wait. May 2, I called the office and spoke to *****, she said that she would get with production and call me that day. No call.May 5, spoke to *****, she is still waiting to speak to Production engineer and will call me back. No call.May 6, ***** is still waiting for info. At that time I asked to speak to him personally and was told he was not available by phone. Later that day after acquiring the name of the owner I called back and spoke to ***** and asked for **** *****, and was told he was unavailable. She assured me that she would call the next day with the delivery date. No Call.May 7, I called **** **** to see if he might help, left a detailed message. No Call. No text.We are incredibly frustrated and dissatisfied with the lack of communication and customer service. We ordered these shutters, with plenty of time to be installed by hurricane season.We want our shutters installed or, a full refund of our $12,000 so we can hire a company that can fulfill a contract.

  

  Business Response

  Date: 05/14/2025

  Hello, I spoke to and went to see *** and Mrs. ******* and resolved the issue.  We should have the job completed within the next 2 to 3 weeks.

  Customer Answer

  Date: 05/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:04/16/2025

  Type:Order Issues
  Status:

  ResolvedMore 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.

  On January 17, 2025 we signed a contract for a lanai renovation and paid a deposit of $4,320. We were impressed with the sales person *****, who initially visited with us, took measurements and walked through the project with us. He told us "design" would be out in 3 weeks to get the details and start on the full project with the estimated time of construction being sometime in April. We had no contact from them for almost 2 months so we reached out to our sales person. He apologized and said a ** would be in touch immediately and would get things started. We then were contacted by the ** and he made an appt to come see the lanai. He showed up on time however he was unprepared & unprofessional, he was not familiar with our project at all. He did apologize for his unpreparedness and told me there have been lots of layoffs at the company. He said he would get back in touch with us after reviewing our project information. After this experience I reached out to the sales person to express our concern. I received no response from him and we never heard back from the **. We made several attempts to to contact someone and got no response. We txt the sales person on March 31st to say we want to cancel the project. He got back immediately, said he understood and that he would contact the manager to get the project cancelled and refund of deposit. He apologized and told us the person in charge of lanai projects was let go, they are scrambling and dropped the ball, he said he would make it right. Now once again, there has been no contact. I sent a follow up to their accounting regarding the cancellation and refund and did not hear back. I have called several times and each time I am told there is a note in our file that the owner is taking care of it. I have expressed my frustration of not being able to get any answers due to the "owner taking care of it". I have been assured that i would get a response that day, it never happens. We have never heard from the owner.

  Customer Answer

  Date: 05/09/2025

  We have heard from Rollshield LLC and could not come to an agreement. instead of offering to refund the deposit for no work performed, they scrambled to put some drawings together and then charged us an additional $6300 for "fees" included in a settlement agreement document they sent (which also does not allow us to say anything bad about the company). We do not accept that agreement and have sought legal counsel.

  

  Business Response

  Date: 05/14/2025

  The customer told my staff that they wanted to cancel well after the 3 day right of recession.  Communication from my office to them was not as the customer stated.  I had an appointment with the customer and my sales manager and the customer canceled because both husband and wife could not be that during the scheduled appointment.  My staff told them that they cannot just cancel and only the owner (Me) was the only one that can make that decision and we already had costs associated with the job. I offered to personally go see the customer and they said then changed their mind.  They told me that they wanted to cancel and I said ok (After previously telling them that per the terms of the contract if I were to agree to let them out of the contract that the I have a right to the costs that I have incurred plus the liquidated damages clause within the terms of our contract. When I spoke to Mr. ****** the morning I was leaving to go to their house he told me he canceled the appointment and wants to cancel. I said that's fine and that my legal department will write up the documents and get with bookkeeping regarding the financials and send them to him. We did he retained an attorney and the Heegner's attorney and I be talking tomorrow. I am happy to mediate this with the BBB which will save them money and offer them a much better deal than in my letter. If that does not work out I will sue for their breach of non-payment and refusal to allow us to proceed and seek for the betterment of my contract. 

  Customer Answer

  Date: 05/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, subsequent negotiations lead to this dispute being resolved to our satisfaction.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/03/2025

  Type:Order Issues
  Status:

  ResolvedMore 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.

  We signed an agreement to install 9 Safescape hurricane shutters on 08.12.24 with installation date in early November 2024. The Company came twice to measure our windows. As of 03.03.2025 no date of installation is given. Numerous phone contacts were made only to hear that screens are in process, behind on work, customs issues, port workers strike, etc. We were lucky to receive a help from Mysafeflorida ***** program and now can forfeit that opportunity.

  

  Business Response

  Date: 03/21/2025

  We have completed all work at *********************************************************************

  Mrs *********** Inspections have  passed and the punch list completed.

  She reports to having no issues and pleased with work.

  Customer Answer

  Date: 03/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:12/19/2024

  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.

  We need to have the final permitting completed by Rollshield.

  

  Business Response

  Date: 02/23/2025

  This is purely administrative and should be resolved within the next couple of weeks.  **** ****** and I have met the building department inspectors at his residence to close out the permit. From the start of the job, which consisted of five town homes where we constructed five luxury patio covers, the building department required a special inspector called a Threshold Inspector to handle all inspections. When the construction was completed the inspector sent in his letter to close the permits out. One of the five permits was closed. I have made numerous attempts to get the permits closed out and the building department is handling this as one issue since the permits are now expired. They said they will close them out. I did what they wanted me to do.  There is nothing to be done construction wise.  All the patio covers that were constructed look AMAZING.  I have shared the correspondence between me and the building departments building officials and have met with them to get these closed. I have also advised **** to assist with this effort and call the building department to ask that they close his out. Hopefully that will speed up the effort. 

• Initial Complaint

  Date:12/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 placed an order for some storm shutters on June 2024 for two shutters and gave them a deposit I then revised it on July 2024 and paid them another deposit for 3 more shutters. They came out to measure them a couple times. I ws told that they would be installed on 11/01/2024 only the installers only had two with them. A manager showed up with the 3 others, but the sizes were not correct. So they had to fix the error. But that never happened as they had the correct measurements and did nothing with tem. Since they made them they can fix them. They kept them till first week of Dec 2024 when the company informed me they were to come install them. Yet the installers told me they were still the same size, as they were never corrected. I called the company got told they were working on them and wuld tell me when they were to come out. I nevr got a call back Last night on dec 11 2024 **** **** the salesman called and told me i was slated to get them installed on dec 12 and they were fixed. 12/12 **** the saleman called to tell me they just got fixed this morning and they were not coming out. So why lie and tell me they are all fixed then tell me another story. Maybe sometime next week Monday or Tuesday. I guess I can be kicked down the road so big jobs who didnt wait their turn goes first. This has been going on since july with so many folks measuring them to never fixing them yet they had the right numbers and now they give me another excuse each time they call. Today was the date to get it done now lets wait till next week then what I can wait again. How many times do they need to lie How hard is it to fix the s**** up It must be cause I'm old

  

  Business Response

  Date: 01/08/2025

  On 12/17/2024 Our installers went and installed the corrected shutters at the customers home. The new shutters were remade on 12/12/24, however the earliest installation date that was available was 12/17/2024. Our installers promptly arrived in the AM, and completed the installation. The customer remitted payment, and the project was sent for final inspection on 12/26/24. All inspections passed on 12/28/24 and we closed out the project.

  Customer Answer

  Date: 01/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They came out and fixed the issue before christmas we r all happy
  
  Sincerely,
  
  ***** Sabine 

• Initial Complaint

  Date:12/10/2024

  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.

  10/6/23 Signed Contract. 1/5/24 Permit issued. Called RollShield (RS) to find out when the installation was going to occur plus many follow-up calls to schedule installation of one of the panels that did not fit properly. 5/3/24 Certificate of Completion issued. 6/14/24 Received text message from window company that the permit was not closed. No call from ** that we did not pass inspection. 6/19/24 Called RS requesting update on why we did not pass inspection. 6/21/24 Called RS for an update. 6/26/24 Called RS for an update. They still could not tell me why we did not pass the inspection. 6/26/24 Received a call from **. It was explained that the fasteners that were used on the patio were not up to code so the inspector would not pass until they were changed to the correct product. I asked if we were the first house that used these fasteners and the response was "no, but it was the first independent inspector that actually looked at the building code." ** has used these fasteners on many other jobs knowing they were not up to code. Is this why they use an independent inspector and not the City of ********** to do their inspections? 7/2/24 Called RS for an update and was told that they working with the Engineer to get the fastener testing changed to include the fasteners that were used. 7/12/24 Called RS, still working with the engineer. 7/26/2024 Called RS, was told the Engineer had a couple of questions but was close to a decision. 8/2/24 Called RS, was told that the Engineer would be making a decision within the week. 8/9/24 Called RS and told them that I wanted the correct product installed. RS told me they would call me back on Monday 8/12/24 with a resolution. Called RS 10/15/24 to complain that 2 of the fasteners came out of the poles. So now I have 2 fasteners that are defective and still no resolution or inspection. I need the fasteners corrected and an inspection done. Next step file a complaint with the Pinellas County Licensing Board.

  

  Business Response

  Date: 01/20/2025

  Contract was signed on 10/6/23 for fabric on 5 openings. 4 of the 5 openings were for a Lanai and 1 opening for a front door. Rec'd permit # BCP-*********** on 1/5/24. Phase 1 of install was 2 days long (2/1/24-2/2/24) RollShield installed 3 of the 5 openings with fabric. Openings #2 & #5 needed to be remade, the fabric needed to be tighter on the openings. Phase 2 of install was started & completed on 2/8/24, RollShield installed 1 fabric over the front door (opening #5) and riv-nuts on aluminum post for opening #2s fabric. Phase 3 of install to complete installation was scheduled for 2/21/24, the install was then rescheduled to 3/19/24. On 3/19/24 RollShield painted the front entry way, and attempted to install opening #2s fabric. The fabric needed more adjustments as it still did not fit correctly. RollShield made another attempt to install fabric for opening #2 on 4/9/24. There were still issues with the fabric not fitting on the opening correctly. During this visit a solution was designed. A buildout of 45 degrees was needed for the left post of opening #2 and the fabric width needed to be adjusted to fit the buildout. RollShield went back out on property on 4/23/24 to install remaining riv-nuts and fabric to prepare for a inspection, while waiting for opening #2s fabric to be completed. On 5/3/24 RollShield installed the remaining fabric on opening #2 to complete the project. An inspection to close the permit was never scheduled with the county or an independent inspector, therefore permit was never closed. Hurricane ****** then made landfall on 10/6/24. A complaint was made on 10/15/24 that 2 fasteners had come out of poles. RollShield had an influx of calls during this time due to storm damage. All service calls and appointments where made in order of when they were received (first call, first serve basis). On 1/6/25 it was explained to RollShield that this installation had suffered damage from the hurricanes. A suggestion was made to send a crew out for damage assessment/repair. On 1/20/25 a service crew was sent to assess damages and diagnose repairs, RollShield is currently awaiting results.

  Please note that all RollShield material/product is up to code. RollShield can not out source for inspections, ALL inspections must be through the city/county. RollShield must follow correct protocols.

  Customer Answer

  Date: 01/26/2025

   
  Complaint: 22651653
  
  I am rejecting this response because:  We were told that we had passed inspection by Rollshield.  If the job was done on 5/4/24, why was an inspection never scheduled with the City of Clearwater?  I had to extend the permits twice and then Rollshield had to pay 2 penalties for expired permits.  ****** from Rollshield is the one that said we did not pass inspection due to the use of the wrong fasteners.  He also told me numerous times that he was working with an Engineer to get the testing changed.  Was he lying and nothing was ever done?  My call on 10/15/24 was NEVER returned to setup an appointment.  I understand the first come first serve basis, but seriously no call until a complaint was filed with the BBB.  ******* and ***** came on Monday, 1/20/25 to look at the problem and we have not heard anything since.  I will reject any response by ********** until the job is done correctly and passes inspection.          
  
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 03/20/2025

  We are currently working with Roll Shield to get the inspection done.  A independent inspector is needed because of the way the permit was created.  Roll Shield cannot get in touch with the independent inspector so they are supposed to be working with the City of ********** to get the permit changed from independent inspector to the City Of Clearwater.  I have been talking to **** and ****.  I would like to keep this complaint open until this is resolved.      

  

  Business Response

  Date: 04/03/2025

  Good Morning,

  We sent requesting documents to inspector for scope of work.

  After reviewing the specifications, the job passed the inspection, City of ********** has closed the permit on 03/27/25

• Initial Complaint

  Date:11/18/2024

  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.

  There are unresponsive to emails. There was damage to the condo building during the install and we have reached out several times. No response.

  

  Business Response

  Date: 11/25/2024

  Good afternoon, 

  We have attempted outreach but were unable to connect and will attempt to reach back out again this week to resolve.  If there are any issues or delay, please contact ****** ******* at ************.

  Sincerely,

  **** *****
  Owner

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22565261
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ******

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22565261
  
  I am rejecting this response because:

  On November 20, 2024, Mr. **** *****, President of RollShield called me.  I called him back within 2 hours.  He stated that he would have this matter resolved immediately.  On November 21, 2024, ***** and ******, installers from his company, showed up unannounced.  They had admitted to my husband and I that they had damaged the outside of the building.  They said that they would go back and tell **** ***** that the damage needs fixed.  They also said that since we are on the 5th floor, they would need to have a lift or bowswing chair lowed from the roof to repair the damage.

   

  I have heard nothing from any one at RollShield since November 21, 2024.  I have made repeated phone calls and 2 emails to RollShield and they have not responded regarding the BBB complaint.  

   

  It may be worth the BBB asking for dates, times and methods for their supposed contacts to me.  I will be able to prove otherwise from phone company and email provider. 

   

  I thank you most kindly for your time and attention in this matter.

   

  *** ******

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

   

• Initial Complaint

  Date:10/04/2024

  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.

  On 8 May 2024, I entered into a legal contract with Roll Shield to put a composite roof over a portion of my pool cage. I gave Roll Shield a deposit. The estimated time for completion of work was ***** weeks. That equates to a mid-to-late July timeframe. Roll Shield sent representatives out to my residence on a couple occasions to measure the project. Roll Shield finally coordinated the installation dates with me for 13 or 16 September. On ******************************************* to say that his crew was on vacation, and asked to reschedule for 20 or 23 September, and I said OK. Instead, no one arrived on 20 or 23 September. On 24 September, Roll Shield called me to ask if I was satisfied with the work. I told them that no work had been done. This came as total surprise to the person on the phone. I instantly realized that something was very wrong. I called on 25 September to inquire about the status of my project. Roll Shield told me that they had fired the project manager I had been dealing with. I asked about what was going to happen next, and one of the supervisors promised to call me back. He never did. I called again on 1 October and talked to another supervisor, who promised to call be back no later than 2 October. He never did. I called again on 3 October and talked to a representative, who promised to call be back that same day. She never did. Im not sure what has happened to my project, but something appears very wrong, leading me to think that the fired employee took the money or the materials, or something else. Its very bad when a customer who has put thousands of dollars in a deposit, cant even get a call back. This is the third project Ive done with Roll Shield. I was a loyal customer. But they have not shown me the slightest courtesy or respect in this project.

  

  Business Response

  Date: 11/25/2024

  
  We sincerely apologize for any inconvenience caused to our valued customer. Due to an issue with scheduling by a former project manager, we have taken corrective action and terminated their employment. Additionally, our crew had a pre-scheduled week-long vacation, and we experienced delays in receiving materials due to high demand from our supplier. Furthermore, back-to-back hurricanes ******* ******* and ******) from August to October which negatively impacted the supply chain. We anticipate receiving the materials within three weeks and will contact the customer once we are certain to schedule the next steps. We appreciate your patience and apologize for the delay.