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:01/12/2023

  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.

  Several year ago, we purchased windows and doors (4 sliding) for approx. $37,000. The purchase was to include screen doors for the sliding glass doors. Having a screened-in patio we said that we did not need the screens at that time, but they were included in the price. The patio screening deteriorated and the patio screening was removed. At that time we began calling RollShield and after 6 months of constant calling they came and installed ONE screen door. We are continuing to call in an attempt to obtain screens for the other 2 doors (we did purchase one door in the interum for $1,000) and the person at RollShield promised action. Nothing (including call backs) have happened. Something else to consider 4 of the 20 windows have issues; mostly what appears to be fog between the pains. The windows are guaranteed, but they want over $600+ labor to replace the windows.

• Initial Complaint

  Date:12/14/2022

  Type:Billing 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.

  In 2018 we contracted with them for Shutters all around our condo. They did not complete the job well after a year and they damaged the condo building which we were responsible to repair out of pocket. They left exposed live electrical wire on the building which we had to higher someone to repair. Every year or so they continue to threaten us with legal action if we don't pay the balance. Just received another demand. I have spoken with the salesman who set up our contract, the scheduler and expediter, accounts receivable and the owner himself who keeps saying they will pass the message to the owner. The owner himself said he would review all the data we sent several times including pictures and receipts for damage and he would get back to us the next day that was 2 or 3 years ago. They should not be allowed to continue to harass and threaten people for jobs they have not completed or damaged. For over 4 years now I have promptly responded to them by phone and mail with receipts and photos showing them what we had to pay out to repair the damage. It seems to be an annual practice to harass us and we are exhausted by them. I am spending time that I don't have because they have not dealt with this in any meaningful way. If they want to take us to court we would welcome it as we can substantiate the damage they caused. The owner admitted to us that he had gotten so busy in 2018-2020 that he let employees handle things that were not trained appropriately and that the business was getting away from him. He promised to review the documents that I forwarded him that night (3rd time I sent the package at my time and cost) and get back to us the next day. We never heard from him again. I then started getting calls from the women in his office. I explained to them the situation they said they would speak to the owner and would not be contacting us any further. Now we received yet another letter threatening our credit and having to pay their attorney fees.

  

  Business Response

  Date: 03/29/2023

  Unfortunately, my attempts to contact the customer have not resulted with her calling me back.  Our records prove to be not only be different from the owners but the job was installed professionally and passed both the electrical and building final. The Electrician from the electrical company is the owner and has been full time with RollShield for over 17 years.  He has installed the electric for many thousands of shutters.  The owner did not have to have the electric cut into the block.  There were no issues with the electric as it was done to code and done in the same manner as most condo jobs.  Most buildings will not allow us to cut into the building and if we did there would be additional costs and it would be stated as such on the contract.  We refuse to service a job where the customer is in breach of contract for non payment as ************** was and still is. The job was "Substantially Completed" in less than 12 weeks.

  7/26/18 Contract was signed, 10/212018 her shutters were manufactured, 10/31/2018 her shutters were installed and the electric was also done on 10/31/2018. Per the contract the Balance was due this day.  Per our policy we typically and with rare exception do not call inspections in when a customer is in breach of contract. 11/1/2018 we called to get paid and could not.  

  The term "Substantially Completed" is the legal term that defines when we are entitled to be paid in addition to our contract. This means the product is installed and can be used for its intended purpose.  This collection matter is now with our attorney.  The principal balance owed will not be negotiated or discounted.  In good faith I will discount the penalty and interest which exceeds $4,000 to $0 if this is resolved and paid within 10 days.  After the 10 days the matter will be out of my hands. I would be happy to speak to ************** in an effort to resolve this matter. 

  Customer Answer

  Date: 03/30/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  We spoke to the owner several years ago provided a second packet of photos receipts and other correspondence supporting our position. At that time the owner told us that it had gotten into hands of employees because he was so busy because he had so much work and that he would review the packet and get back to us the next day. As I said, this was several years ago, and we never heard from him again. About a year went by and one of his employees again called attempting to collect the debt. Every single time this company has called me. I have responded immediately and explained that the owner was going to let us know after reviewing the packet what he thought, if anything was still owed.  as for the owner doing the electric on our shutters, he never once set foot in our condo. The owner was not the electrician. It was an outside electrician that they brought in. When I called that electrician to come back because of the problem, he said he was not contracted to come back . We ended up hiring our own electric and ********* to repair of the building as our association demanded its immediate remediation. Our position at this point in time is that we should no longer be harassed for money. He felt he was due years ago and never bothered to complete the job or communications with us. A few years ago we were willing and open to these conversations from our position that ship has sailed. We paid the electrician to reroute the wire appropriately. Once that was complete, we called and got a final inspection to close out the permits. We had to do this, because roller shield was being unresponsive to our request to finish the job. At some point in this process, a woman from roll of shield called us and said that she wanted final payment because our permit was going to expire and we wouldnt get our inspections. I informed her that time that we hired someone to complete the job and that we called for an inspection to close out the permit. And that roller shield had not done anything to finish the job as I said, we have dates, receipts, photographs, and all supporting documentation, as well as ledgers of the calls who we spoke to and what date and time. If he wants to take us to court, he can do that.  Our attorney certainly stands ready to have this conversation in a quart room. We will not however, continue to respond to roller shield once a year for their annual appeal for money. Period once a year seems to be a pattern the only time I hear from him is to annually, threaten us with legal action. I reached out to the Better Business Bureau so that they would stop harassing. Because we know other people that have had a similar situation with this company our next step will be to begin gathering other customers together in the same situation should we end up in court.  This is something our attorney advised us to do when all this first happened.  It seems now would be the appropriate time.
  
  Thank you 
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