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:10/21/2025

  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.

  Repaired storm screen for the third time since installed at a cost of $350 and now screen not working again! Calls to company for service not being answered. Placed on long holds and after operator answers put on long holds with no reply.

  

  Business Response

  Date: 10/30/2025

  Good morning, 

  We have scheduled a screen replacement to be done on November 13th. Our technician who went out for the Initial Assessment noticed flaws in the screen which would need it to be replaced. The $330 charge is the labor charge that is in our warranty coverage after the first year of installation. We will not be charging materials for this service replacement rather just the labor charge.

  Thank you!

  Customer Answer

  Date: 10/30/2025

   
  Complaint: 24039705
  
  I am rejecting this response because:

  I paid $360 in August 2025 to repair this storm screen and the problem has occurred again!  This is the third time in past year that the mechanical screen has failed.  I believe the company should be responsible for all cost including labor as I'm tired of the defects!
  
  Sincerely,
  
  *** *******

  

  Business Response

  Date: 10/30/2025

  ***,

  Our service department will be completing the replacement at no cost to you. They have approved a refund for the amount previously paid and will proceed with the appointment date that was confirmed with you. We sincerely appreciate your understanding and patience.

  Customer Answer

  Date: 10/31/2025

   
  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:10/02/2025

  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 purchased a Storm Smart screen system to protect my home and family during severe weather. After only 1 year and 14 days, the system failed. The screen jams during operation and cannot deploy properly without being forced. This makes the system unsafe and unusable for the very purpose it was purchased.When I contacted Storm Smart, I was told the failure would not be covered because:1.The defect was discovered 14 days past the one-year ***** and 2.I should have tested the system ********* no time during purchase, installation, or warranty delivery was I informed of a weekly testing requirement. No maintenance schedule or instructions were provided in writing. To impose undisclosed obligations after the fact is unfair and misleading to consumers.This is a workmanship and moving-parts defect, not normal wear. According to Storm Smarts own warranty, residential moving parts are covered for up to 10 years. The fact that the defect appeared almost immediately after the one-year **** shows this was not a wear issue, but a defect that existed from manufacture.Resolution Sought:I request that Storm Smart honor its workmanship warranty and repair this defect at no cost to me, including both parts and labor. At minimum, Storm Smart should supply the necessary replacement parts free of charge and provide labor coverage as a warranty service or goodwill resolution.I purchased this system in good faith, trusting it would last many years as a safety product. For it to fail in barely a year, and for Storm Smart to deny coverage based on undisclosed obligations, is unreasonable and contrary to the purpose of a workmanship warranty.I have photo and video documentation of the failure and am asking the BBB to assist in holding Storm Smart accountable to stand by their installation.

  

  Business Response

  Date: 10/07/2025

  We had our *************************** reach out to the customer. We have scheduled a service call for October 10th to address any issues with the system.

• Initial Complaint

  Date:09/30/2025

  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.

  Poor quality control and communication from this provider. Ordered windows on 3/30/25 when they were advertising buy now and windows will be installed by hurricane season. Still waiting for one window and two panes to be installed due to poor construction. Damage should have been noticed at the factory before being sent out for installation but was not. One defective window was found by the installation team prior to being sent out for installation. The damaged panes were observed by the installer after the windows were put in place. Keep being told they are scheduled for production and replacement. Original installation was at the end of June. All the windows are not fully installed as they have not been inspected yet due to waiting for replacement of the damaged components. As such, several of my rooms are in disarray, as I can't put furniture back until the work is fully completed. Would not recommend this company at this point. The cost of the work was $27,000.00 and has been paid in full.

  

  Business Response

  Date: 09/30/2025

  We have contacted the customer, and a Field Supervisor is working directly with the customer to address the issue appropriately and within a timely manner. 

  Customer Answer

  Date: 09/30/2025

   
  Complaint: 23948098
  
  I am rejecting this response because: There is no resolution to this matter. They are now blaming a subcontractor for the delay and only have an estimated time frame for construction of the windows, not for installation and final inspections. Until the windows are installed and inspections completed and passed, this matter is not finalized. Mr. ***** ***** indicated he would contact me next week and provide a status update.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 10/08/2025

  Good morning,
  We have been in communication with ****, and both our Regional Installations Manager and Field Supervisor are aware of the issues regarding this project. A member of our team will contact the customer as soon as everything is prepared for installation.
  We apologize for the inconvenience and appreciate your patience as we work to resolve this matter promptly.

  Customer Answer

  Date: 10/08/2025

   
  Complaint: 23948098
  
  I am rejecting this response because: As stated in the previous message, I will not consider the matter resolved until the windows have been installed and they pass inspection. I have been in contact with their representatives, and they have been keeping me advised of the progress of the project. Window installation is scheduled for October 10th.
  
  Sincerely,
  
  **** *******

  Customer Answer

  Date: 10/13/2025

  The installation is still not complete. They did not have one of the windowpanes that was supposed to be replaced. Additionally, the window frame on the window where they replaced a pane was damaged. The windows did pass inspection.

  Received a phone call today from ****** apologizing for the damage and the still missing windowpane. They are supposed to receive the replacement pane around 11/3/25 and will schedule installation after that date. They are also reimbursing me for the cost of the window that was damaged during the pane replacement.

• Initial Complaint

  Date:09/04/2025

  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.

  We had Storm Smart come and install 3x storm screens(on lanai) and 1x aluminum roll down (front door) in Sept 2023. The lead time was longer than hoped, but as it was just 1 yr after *** had hit, we were understanding.Once time came for the install, we had numerous install problems such as incorrect pieces and replacement delays for the assembly. The contracted installer seemed just as frustrated and overall the installation took almost 3 weeks to complete. Soon after the screens and roll down were installed, we realized there was an on-going issue with the screens rolling down correctly and we reached out to the installer since it had not yet passed inspection. He came and made adjustments to get them working and they were inspected a week later. Approx 9 months after final installation, we noticed that they again were having the same roll down issues on the 2x screens that were in the sun and had to call SS ******** to have them come again to repair ******** it is Sept 2025 and we are AGAIN dealing with the same roll down issues on the same 2x screens and when I tried to call Storm Smart about this, they insisted that the problems did not fall under warranty and I would have to pay for service visit to correct it. INSTEAD I contacted an independent Screen Installer and had them do a basic inspection of the screens. Figured it I was going to pay money, I might as well get an honest 3rd party perspective. What he immediately found was that the screens were NOT installed correctly and that the SS had NOT incl the necessary weights in the bottom bars of the screens that would have added the necessary tension to the screens & made them roll down as they were designed to do. I contacted Storm Smart again to point out the deficiency in the install, and once again they insisted I would have to pay for a service visit so THEY could inspect it and flat out refused to provide or even SELL me the weight pieces tthey had omitted in the original installation.

  

  Business Response

  Date: 09/05/2025

  Good morning,
  

  Our **************** team has been in contact with you regarding the scheduling of a service visit. We have confirmed an appointment for September 12 with our Field Supervisor.

  
  

• Initial Complaint

  Date:08/01/2025

  Type:Sales and Advertising 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 recently called Storm Smart (SS) to repair our electronically controlled roll-down mesh screen, which we were unable to roll down. On July 18, 2025, they sent out a technician who determined that the screen had rolled over on itself in the housing and needed to be replaced. He said that the screen had a lifetime warranty (it was purchased on January 2022) and SS would order the screen for us. He also stated that there would be no charge for the screen itself, and that it would probably take 2 hours of labor to replace the screen. I subsequently received a phone call about a week later stating that I had to approve the estimated cost of labor they were going to charge me, which was $168/hr for EACH of two technicians, ($336/hr. total) and any additional parts that needed to be replaced. I complained about this exorbitant cost as I often had two handymen, landscapers, or AC technicians come to repair things, and I was never charged for the labor of each technician. If you take your car into a repair shop, oftentimes several different technicians work on your car but you are only charged one hourly labor fee. This is is a blatant attempt to overcharge us for the repair to cover the cost of the screen, which was under warranty, and I refused to approve it. What they are doing may be legal, but it is certainly not ethical. The terms of most warranties (I assume) usually require that the company that installed the product must be liable for the repair. So if that's the case, the company feels they the homeowner has no choice but to agree to whatever they decide to charge, even if it is unconscionable.

  

  Business Response

  Date: 08/05/2025

  Storm Smarts Shutter Warranty includes coverage for both materials and labor for a period of one (1) year from the date of substantial completion, provided the products are used under normal conditions. After the initial one-year period, materials remain covered for a specified duration depending on the product, but labor costs become the responsibility of the customer

• Initial Complaint

  Date:07/21/2025

  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.

  after many many months of delay storm smart came to install our hurricane shutters ---the installer did not finish my job and left parts and unfinished install on my front landing. He did not return next day as promised---and the caulking he did is totally unacceptable for our front entry.I have attempted to contact the install manager via text to area sales manager as well as email to the office and nobody will return any calls. Instead they just sending emails requesting payment. I would like a senior installer to make the caulking issue right and finish the install---I do not want the original installer on my property.

  

  Business Response

  Date: 07/22/2025

  Good Morning,
  We are sorry to hear about the issues with your installation. Our Operations Manager has been in contact and is aware that you will be out of town until August 3rd. Accordingly, we have scheduled the necessary repairs for August 8th to ensure that everything meets our quality standards.
  Thank you for your understanding.

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23623946
  
  I am rejecting this response because:

  I am not rejecting their response but since repair will not be performed until Aug 8th I would like case to be open until they indeed complete the install and would like an opportunity to respond at that time 

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

• Initial Complaint

  Date:07/15/2025

  Type:Customer Service 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 have received unsatisfactory service followed by unsatisfactory customer service when I tried to address the problems with my storm screens that were installed in 2020 still not working properly after service call. I don't appreciate receiving a $165 '"PAST DUE" invoice for an hour of labor when the service person was here 1/2 hour and problems still exist. Call to them proved they would not work with me to attempt to resolve problem unless I paid another $165 for someone to diagnose. I've never seen such an abundance of terrible customer service reviews as this company has. I'd like for them to stop bothering me with this charge for $165 that I don't feel is legitimate.

  

  Business Response

  Date: 07/15/2025

  The initial $165 is the assessment fee for a Service Technician to check the products and diagnose the issue(s). The Service Technician advised that Ms. **** to replace the "universal part", but she declined to do so. She agreed to the $165 assessment fee when scheduling the Service Appointment and refused to pay the fee afterwards. The $165 is due to Storm Smart.

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23600972
  
  I am rejecting this response because:

  This company insists on continuing with the worst customer service, including "*******" abruptly hanging up on me after forcing me to just repeat what I had already told them was the problem. No wonder their company has the most, most negatively skewed number of customer service complaints I have ever seen. The service requested initially was for the larger automated screen which still makes a opening noise so I'm forced to never open it all the way. If only I had just done that instead of calling them to begin with.  Now they just continue to talk about a universal joint on a separate screen that wasn't even part of the original problem. Not to mention there was no discussion about any universal joint being replaced at all. The only discussion was about getting an additional handle to use manually for automated screen in case power is out since the existing one cannot be moved. I was led to think there was one obtainable without extra charge. I was told in initial call to make appointment by office that this entire system was installed in late 2020. Shouldn't there be an existing warranty?  I have now just been forced to repeat for an additional time everything that's already been said but they choose to ignore. I still do not feel the amount of $165 is justified. This company unfortunately has a very proprietary service. No other screen shutter company will touch anything originally installed by Storm Smart for repairs. I have not yet spoken about any of this in a public review as I would rather they were willing to work with me about the over-charging of the $165 consultation fee which I understood to be including three TOTAL REPAIR OF THE AUTOMATED SCREEN I initially requested service for. Apparently they're smug enough about their proprietary abilities to not think they need to care about their chronic poor reviews for follow up service after their initial installations. 
  
  Sincerely,
  
  **** Marie ********

  

  Business Response

  Date: 07/22/2025

  Good morning,
  Our service department has attempted to contact you regarding the issue and has left a voicemail. As mentioned in the message, our Service Field Manager will be visiting on Thursday, July 24th to address the concerns with the shutter.
  If you require additional information, please feel free to contact us using the extension provided in the voicemail.
  Thank you

  Customer Answer

  Date: 07/30/2025

   
  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,
  
  **** Marie ****

• Initial Complaint

  Date:05/02/2025

  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 have 2 lanai storm screens, purchased about 2 1/2 yrs ago. One screen is getting stuck, looks like the gasket is getting pinched. Paid $165 service call, *** said screen is too tight. Received a quote for $660 to ***air. It is under warranty. Why would I have to pay a total of $825 for a company to fix their poorly installed product? Complete scam dealing with these guys. Then the *** also told me Id have to tear out some landscaping because it would be too dangerous for the technician doing the ***airs. I told them that was all there when they installed it in the first place. Amazing what these scumbags are doing to folks for a few extra bucks. Do not use this company. Their after you pay them service is a money grab!!

  

  Business Response

  Date: 05/09/2025

  We have contacted the customer, who is currently out of state, and are actively working to resolve the issue. An appointment has been scheduled with a field supervisor to conduct a review on Tuesday, May 13th.

• Initial Complaint

  Date:03/17/2025

  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 had new windows and sliding glass door installed in 2023. Storm Smart installed the wrong door and I had to have them correct it the best they could, but I still have a much larger tract than needed. The permit was closed out (or so I thought). Fast forward to today and I learn that they didn't pass the inspection as I was told and they have to remove parts and get it inspected again. I use this unit as a weekly rental so I have small windows to have work done. I was scheduled to have the work done today and the inspection tomorrow, as I have a renter coming in the following day. I now learned that after they remove the parts and the inspector reviews it, they will need to schedule someone to come out and put it back together at a later date. I was supposed to have received a call back addressing this an hour ago, but still nothing. I keep rearranging my schedule to accommodate their mistakes. Never once have they offered me compensation or a refund. It's a ********************** to get to the rental. Plus, I have to take time off work to be there during their windows (8:00 to 4:00). I get it that companies make mistakes, but this is mistakes on top of mistakes, compounded by lack of communication, lies, and total disregard for my time and money. I would NEVER recommend doing any business with this company.

  

  Business Response

  Date: 04/01/2025

  The window(s) have been repaired to the customer's satisfaction.

• Initial Complaint

  Date:03/11/2025

  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.

  Needed: replace 4 screens installed by Storm Smart, unable to remove them to wash windows. 1st appointment 11/22/2024, couldnt fix, 2nd appointment 11/26, 3rd appointment 12/5, 4th appointment 12/12, 5th appointment 1/24/2025, still no fix. New screens from manufacturer being orderd. 2/13 3 out of 4 screens too small, will custom make, came back again, screens still wrong and one has a hole in it. We still do not have a resolution. This has been an endless waste of our time. This company does not seem capable of doing this job. We need our screens to fit and work as we are on the 4th floor. We have lost track of how many phone calls we have made to Storm Smart.

  

  Business Response

  Date: 03/25/2025

  Storm Smart is scheduled to correct the issues on March 27.