Complaints
Customer Complaints Summary
- 60 total complaints in the last 3 years.
- 16 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:02/13/2025
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 have a Storm Smart product that can be operated remotely through my phone, however I lost the connection to the bridge and was having difficulty restoring it. They do not have good resources on line, as I am pretty technology savvy, so I called to get some help. I called a half dozen times and spoke to numerous people, none of which could give me any assistance to reconnect. Finally, one of the employees explained that the reason I could not get the product connected is because they stopped using that bridge and I would have to pay an additional almost $400 just to schedule a technician to come out to install the new bridge. I paid and almost two months later the technician came out and when I explained why he was there, he told me I had been misinformed, took my phone and within 10 seconds had the bridge reconnected. I was then charged $165 for the service call. I have made at least six calls, probably more disputing the charge and though I am repeatedly promised that a manager with the authority to reverse the charge will call me back they never do. And they are never available when I call. They ended up reimbursing me some of the money for the new bridge that was not installed, but took the service charge out of that. I should not have to pay for a service visit that was not necessary and occurred only because of their incompetence.
Business Response
Date: 02/19/2025
Storm Smart has credited the customer for the Service Call.Customer Answer
Date: 02/20/2025
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:02/12/2025
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.
In July 2024, storm smart was out to fix my screen. I was told it was under warranty and agreed to wait for a new screen to be ordered. When they told me it wasnt covered under warranty, I told them to just fix the original screen.I was then billed for both visits, which I disagreed with. I worked out a solution that had them credit me for one of the two visits. As I was about to pay the adjusted original bill, I see that a new invoice was created that matched the credit amount they gave me on the original invoice. I have called them about 10 times to get this second invoice removed before I pay the original invoice, but no one will call me back. I just want to pay the original invoice and stop the past due notices on two supposed outstanding invoicesBusiness Response
Date: 02/25/2025
Storm Smart has removed the charged and will not bill the customer due to ongoing repair issues.Customer Answer
Date: 02/26/2025
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:02/11/2025
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.
We have had problems with our Storm Smart screens for 3.5 years. They have made numerous visits to our home. First it was inoperable screens, defective motors, and their incorrect measurement for the screens.The materials were defective, such that no warranty or contract would apply. Storm Smart would not come out until they received a prepayment. We were billed $165,00 and $ ****** on our credit card.We ask that those amounts be credited back to our credit.Thanks ******* *****, JD tel:************Business Response
Date: 02/24/2025
We have come to an agreement on pricing with the customer.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,
*****************************
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