Complaints
Customer Complaints Summary
- 60 total complaints in the last 3 years.
- 14 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:01/27/2025
Type: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.
Dear Sirs: On 16 October of 2024 Storm Smart provided service to my location. They replaced a motor in my lanai. The price I was quoted for the motor was $370.64. When I received the statement, the price was $681.15. Never was I informed of said price. Seems like simple bait and switch. I have contacted Storm Smart several times and they indicate it will be changed. Spoke with unknown individual and also ******* several times. Absolutely no positive results. Please advise.
Business Response
Date: 02/09/2025
The Invoice was corrected and payment was received on January 30, 2025.Initial Complaint
Date:12/16/2024
Type: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.
Not sure when the failure happened. Water is seeping in through the exterior of the window because of improper installation. The appearance of the membrane (silicone) around the window is lifting away and peeling from the outer edge of the jam frame. This is allowing water to breach the membrane that is covering a .5 opening from outer edge of the jam frame to the stucco. Covering the opening between the outside of the frame to the stucco with a silicone membrane and painting it is not the correct installation.Eastern Architectural Systems that makes this window specifies a shim space that should not exceed .25 max per side and use .25 wide ****** *** within the shim space along with approved sealant.The Window was installed into wood construction 1/2022 all the other windows were installed into masonry openings 4/21. The window in question was not installed with the original order because it was the wrong size. The window size is 52x55 and the ** should be 52.5 x 55.5 but the actual ** is *****. This leaves a difference of .375 space on each side of the window and per specs it should only be .25.All the windows that were installed were supposed to be custom made. Storm Smart states that the warranty for installation and calking is only good for a year. If a leak occurred due to improper installation Storm Smart should be responsible, even if warranty time has passed. Water seeping in through the exterior around the window would take time for the ************ to show up on the interior of the sheetrock.Business Response
Date: 01/02/2025
Storm Smart is in the process of remeasuring and reordering the new window to resolve the issue.Customer Answer
Date: 01/03/2025
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. Storm Smart is in the process of proceeding with the replacement of the window and drywall but until the new window is installed it is not a done deal.
Sincerely,
******* *****Initial Complaint
Date:11/20/2024
Type: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 ordered this in March of 2024. I was told it would be installed in May. Unfortunately, the install didnt happen until Sept 17th! I was paying for it the entire time! I needed to make multiple calls to get the install scheduled. On October 22nd the inspection took place, and it failed. I contacted Storm Smart to report this and received a call saying someone would fix the bonding issue on Oct 25th. No one showed up. I emailed and called multiple times with zero response Now Im worried I have open permits and this company is not responding answering any contactsBusiness Response
Date: 12/06/2024
Storm Smart addressed the issue and the re-inspection was completed and passed on December 2, 2024.Customer Answer
Date: 12/17/2024
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. It's unfortunate that it took a complaint to the BBB to get a proper resolution. I hope the company improves on their communication with their customers in the future.
Sincerely,
**** ******Initial Complaint
Date:10/21/2024
Type: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.
Spent $26k for Storm Smart for my house. They performed everything to satisfaction, but after the first year during Hurricane ****** we needed to manually close one of the shutters and realized Storm Smart did not provide us with the manual pole for that specific shutter. We called and they refuse to waive a $160 service fee for coming to house, when all we need is the pole that is requited to close the hurricane shutter manually. We have that other pole, but this pole is different. I have left numerous messages, and the supervisor ****** has not called me back. All we need is the required pole that was part of the package. Extremely frustrating and disappointing.Business Response
Date: 10/24/2024
A Field Supervisor replaced the inoperable part and the shutter is in good working order.Customer Answer
Date: 10/25/2024
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:08/07/2024
Type: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 had storm smart shutters installed a few years ago. One of the reasons we chose Storm Smart is they had a telephone application to remotely control the shutters. We paid for this additional feature. So I was surprised when showing a friend and potential customer a couple of months ago how the remote control works, that it did not work! Much to my chagrin and looking foolish, I contacted Storm Smart and was told that application was no longer being supported! This is during the beginning of hurricane season with no warning while my wife and I are traveling. I asked that they provide the application that is supported? They said it would cost over $500.00 to provide this application (I already paid for this feature when I bought the original system) I followed up with a letter requesting they honor this feature I already paid for and there has been no response from Storm Smart. In thinking about what they are doing not just to me but their entire customer base, never informing their customers their system no longer works properly in the middle of hurricane season. I guess they think they can get away with this at $500.00+ for say ****** installations and make $5,000,000.00 I am looking for help to have this situation rectified. Thank You *********************Initial Complaint
Date:07/29/2024
Type: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 was given a written quote for installation of motors to previously installed rolldowns from the company themselves 2 years prior. They stated on the written quote the electrician is $225 per hour. They allot 3 hours for the job. The electrician worked only 40 minutes. I have video proof. They later stated it was per opening which it does not state that at all on the quote. They wrote it on the bill and would not honor the quote. They also tried to over charge me for the remotes for the motors that was included with the part. There is no other way to operate the motor woth the included remote. I ordered 3 motors and only received 2 remotes. They stated one was an extra since all 3. An be operated on one remote. When I called they only removed the $244 charge for the remote and still over charged me $450 for the electrician. They did give me $50 off after I complained but ** still missing $400 they overcharged me. They did allot 3 hours for the tech and dod only charge me for the 2 hours he did work but failed to honor the electrician quote. Terrible business practices. They are refusing to reimburse me for the 2 hours the electrician wasnt here. They also stated the person doing billing was new and allegedly spoke to her supervisor. I just want my $400 back I was overcharged.Business Response
Date: 07/29/2024
Storm Smart has resolved the billing issues with the customer.Customer Answer
Date: 08/03/2024
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 have contacted me and adjusted the bill. I do recommend this company.
Sincerely,
***************************Initial Complaint
Date:04/30/2024
Type: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 have had storm smart screens installed on our lanai. They were installed and fully paid. Storm smart was to schedule an inspection by *************** Building Inspectors which has not occurred. As a result the installation in clouding trim and replacing a gutter downspout has not occurred. We ave contacted storm smart at least four times to try and remedy this.Business Response
Date: 05/01/2024
The inspection is scheduled for May 6 and the job will be finalized at that time.Customer Answer
Date: 05/01/2024
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:04/17/2024
Type: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 had storm smart out to our home for a service call on June 7, ****************************************************************************************** the fall of 2023. In the meantime, we were having an issue with the second storm screen that was not working properly. They sent out a service man to look at the problems. He stated that the screen with the newer motor was going bad, and it would be replaced completely under warranty. He also stated that the smaller storm screen may be able to just have the motor reset to solve the problem without changing out the motor. I was given a worst case cost for material and labor to change out the other motor. The total was *******. When the two servicemen arrived, they changed out the motor on the storm screen that was 100% under warranty, which took them approximately 45 minutes. They then reset the motor on the second screen and they were gone in less than an hour for the entire process. They DID NOT replace the second motor. The ******* cost was to include a new pro rated motor for the second storm screen at a cost of ****** plus two hours labor at ****** an hour. ****** plus ******. It took them a very short period of time to reset the motor. They arrived at 1:02 and were finished at 1:53. This service was performed December 15th, 2023. When I received the initial bill, I contacted the person who sent it, and left a message that I wanted to talk to them about the invoice. They never returned my call. I just received an email from them last Thursday April 18th.2024 telling me that my invoice was past due. I tried to discuss this with them, but they refuse to listen to what I'm telling them, that the work they're claiming they did, and the labor time never happened. They just keep repeating to me that they see nothing wrong with this invoice. As soon as I got upset with them, they immediately threatened sending this to collections. I'm willing to pay them a fraction of an hour of labor for two men.Customer Answer
Date: 04/18/2024
Better Business Bureau:
The business contacted me and this has been resolved.
Sincerely,
*********** And ***********************Initial Complaint
Date:04/11/2024
Type: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 purchased storm smart for our new home in 2019. In September of 23 they came out because we have a problem with our screen going up. They could not get back out to us until April of 2024 to repair the prob. I called the company because another screens motor was broke. And the screen was stuck down. So they said they will take care Of the prob when they come April 4th along with the other problem. They came to our home and said they dont have the part in the truck That they would be back in a couple of day and now they are saying they Cant come back til June. If I knew this would be our service I would never have done business with them. Whats The point of paying all this money for Screens but it takes almost a year maybe longer to have them fixed. Never have I experienced a business that works like this.Business Response
Date: 04/23/2024
The repairs were completed on 4/22/24.Initial Complaint
Date:04/02/2024
Type: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 March 13th-14th 2024, their installer came out and replaced 3 different exterior doors and hardware on my home. On March 15th, we noticed all 3 doors do not lock and unlock properly and the exterior garage door is not installed properly, there is a gap on the top where I can see through to the outside. A supervisor came out the following week and had the installer come back, this did not solve the problem. I have called multiple times since then and have been told the person who handles that is busy and someone would call me back or that a supervisor would be reaching out. None of the communication has been returned to me. I am growing upset because my family and belongings are no longer secured as the doors do not lock.Business Response
Date: 04/15/2024
The doors and hardware issues have been corrected and are complete. Final stucco finishes are taking place this week.
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