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:03/18/2024

  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.

  10ft hurricane resistant door installation began on Dec 6, 2023. The installation was a disaster, we immediately called the company regarding the installation, screws leading to nothing and visibly loose, we then waited for our three hour time frame appointment with the field supervisor to come to our residence and inspect. He concurred that the install was done incorrectly. We then waited for our next three hour time frame for the installers to return along with the field supervisor. The installers returned but no field supervisor was with them. The installers acted as though they had no idea why they were sent back to our residence. We attempted to convey all the issues with the door, he added a longer s**** here and there and left. After calling the company to inquire why the field supervisor had not come with the installers, we were told he was tied up on another issue. He did end up showing up that morning but the installers had already left. Upon more phone calls to the company, we were set up for an appointment with the service department. Again we waited through our three hour time frame. Two new to men showed up to now service this door that had not even been properly installed yet. Photos of the mistakes made were taken by not only the service men but my husband as well. We were then told all new door tracks needed to be ordered and that when the tracks came in, they would be back to take the door apart and re-install. After several calls to the company a service date was finally given to us. Again, we moved all our lanai furniture off the lanai and into our living room while we waited for our next three hour time frameonce the time frame elapsed, I called the company and was then asked if our appointment could be re-scheduled. At this point, we had our home in complete havoc all day waiting and refused a re-schedulethat day the same two service men along with another came to our home, took the entire door apart, re-installed the door only to find that because of the initial faulty install, all new framing was needed. We were told that the framing would take between a week and a month to come in. To this date, the framing has not come in nor has our next three hour time frame been scheduled. I called the company in complete dismay over this entire ordeal and was assured a manager that handles escalated complaints would call me. We are beyond three months into this installation and a manager has not called.

  

  Business Response

  Date: 03/29/2024

  Storm Smart has completed the installation of new tracks and finalized all inspections on March 28, 2024. 

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21448288
  
  I am rejecting this response because:
  
  Storm Smart did expedite the installation and handled my complaint with great customer care, upon further inspection by a manager on the day of our installation, the actual doors themselves were found to be defective. Which was Im sure a big part of the prior installations not working out so well. They have ordered new doors from the manufacturer. Upon receipt and installation of those doors . I will then accept this as resolved. The inspection by Lee County was done on the day before the final installation took place. While it passed inspection, the defect of the actual door was not looked for or detected by the inspector. 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/15/2024

  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.

  - Was Contacted in December 2023 for installation of new Slider. The date of 01-02-24 was agreed.- On 01-02-24, a crew from Storm Smart came to the condo to install the new Slider.One of the installers said, the Slider is the wrong size, we will have to order you a new one.- After "two weeks" of contacting Storm Smart, a rep came to our condo to measure for the Slider. When asked, why it took so long to come out and measure, he said he found out the day before he came to our condo. I asked, how long will it take for the new Slider. His comment was it would be expedited, 5 weeks.- Approx 02-27-24 I left a message with my original salesman *************************** for an update. Got his message service.- Approx 02-28-24 received a call from Storm Smart (I don't remember the associates name).Was told, "it was on the truck, and we will contact you by the end of the week of 03-01-24 to schedule installation". (Again, nothing).- 03-11-24 I left another message with ***************************. No reply as of 03-13-24 - 03-13-24 called Storm Smart ************* office. Was told the slider may be in 04-11-24. Not the installation date!So, as you can tell, I've received nothing but the run around from Storm Smart. This is the 2nd time I've done business with Storm Smart. Was very happy with the service and response I received the 1st time around. As for this time, not so much.

  

  Business Response

  Date: 03/21/2024

  The new slider was installed, inspected and final punch out completed on March 20, 2024.

  Customer Answer

  Date: 03/22/2024

   
  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:03/04/2024

  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.

  We installed hurricane windows and StormSmart hurricane screens in August, 2019. The install was a little slow to get going but done well. 2 weeks ago 2/17/24, the Motorized Easy Screen stopped working. We contacted StormSmart. We were told 10 days for a call about repairs. 10 days later on 2/26/24 we received a call saying it would be THREE months for a repair appt. We asked for a sooner date and were told they didn't have enough repairs techs. Were told cost would be at least $165. We asked for other options and were told it would void our warranty. The motorized screen is under warranty. We reached out to our sales agent, no email response. Spoke with other agents and were told best they can do. Our screen and its warranty are worthless. We paid over $19,000 for our hurricane protection, and this screen in particular was about $5,000. ************* taking 3 months is ridiculous. This company advertises 24/7, but does not stand behind its product with appropriate service. We want to use our screen as it also provides security. Waiting three months for a maybe appointment is horrible. Without an alternate solution without voiding warranty, what do you do? A sales company which has no desire to be of service to its customers.

  

  Business Response

  Date: 03/05/2024

  We are sorry for the inconvenience you incurred, but have been able to schedule you earlier due to a cancellation. Thank you for your patience.

• Initial Complaint

  Date:01/29/2024

  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.

  Stormsmart was contracted to install screens in the lania area of my house. From day one they never worked correctly. They would not open and close correctly. Stormsmart was notified of the problem. They came out (not quickly) and said the wrong size screen was installed and needed to be replaced and was under warranty. They replaced the screen and nine months later I recieve a phone call from someone named **** telling me my bill (which I never recieved) of $780.00 was past due. Quite a surprise. So I am supposed to pay $780.00 labor for a repair that was their mistake? This is very unethical and just plain wrong. Also their response was very slow. Had I known I could have installed the screens myself. I don't feel this charge is warranted.

  

  Business Response

  Date: 01/31/2024

  An assessment was made on the screens and found that they had shrunk due to "wetness and southern sun exposure". Storm Smart replaced the screens under the Limited Lifetime Warranty, which requires the homeowner to pay for labor charges. The customer received the assessment and is aware the Labor charge is outlined in the Warranty.

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21207776
  
  I am rejecting this response because: This is not true.  The screens were the wrong size from the day they were installed. So if the screens shrank and were damaged that quickly they had to be defective from the beginning.  They were not damaged in any way.  They wouldn't go up or down without getting stuck because they were the WRONG size.  We called them as soon as we realized there was a problem.  No one ever suggested they were damaged.  When they were changed out the installer said "This is a warranty issue there is no charge."  We also had new shutters installed last october and no one said a word about any outstanding balance.  If I had known there would have been a bill after spending $11,000 I would have questioned it and probably not had it repaired.  I live on a very limited budget.  ************ has changed owners since the original installation and the new owner seems to be very greedy.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 02/14/2024

  The labor fee is due and payable for work completed.

  Customer Answer

  Date: 02/18/2024

   
  Complaint: 21207776
  
  I am rejecting this response because: This is not a ligitimate charge.  You have lied several times about the reason for the replacement screens which tells me you have no clue what is going on.  Again the screens had to be repaced because they were the WRONG size.  In what universe does a customer have to pay such a large bill for your mistake?  If I had known there would be such a big bill for your mistake I would have lived with the problem.  I live on $1,400 per month social security.  Also $130.00 per person for labor is also very unreasonable for unskllled labor.  As a state licensed contractor that is double what I charge.

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

• Initial Complaint

  Date:01/17/2024

  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 placed our order for a roll down screen for our back lanai on May 5, 2023. It took 3 months for the install due to missteps on the staff's part in filing for a permit. During this 3 month waiting period, there had been no contact from Storm Smart to me, the customer. When I finally called in August to check on the status and to find out why it was taking so long, *********************** advised me she would check into it and get back to me. ***** did call me back to share that the "office person just stuffed applications into a drawer and had not filed for any of them and that in researching my status they identified this issue". She said that they would have ******, the account representative, file for the permit that day and it takes 24 - ************************************************************ to schedule the install. Three days later after receiving no call from Storm Smart, I called to inquire if 1) they received the permit and 2) when would the install occur. I was finally provided an installation date of 3 weeks later. The install finally occurred in August of 2023. As of today, January 16, ****, we are still waiting for the final inspection and the completion of the install. I called on January 8th or 9th, and received no return call to my status inquiry. I called on January 11, **** and was told that the installer just needs to take photographs of the installation and submit them to the inspector. I was told that someone would be at my home on January 12, **** to do this. No one came and no one called.I called the office on Monday, January 15, **** and was told that *********************** would return my call. No call was received. I sent an email to *********************, Chief Executive Officer and ******************************** Vice President of Operations with no response.While I appreciate that my purchase may be small and insignificant to those who are supposed to be servicing my purchase, it is not small and insignificant to me and honestly, it should not be to those who are leading the organization and servicing the customers either. At the end of the day, actions or lack thereof have shown that we are not on anyone's radar for follow up and completion of a job that they have received full payment for.I chose Storm Smart because my employer uses them (Largest CCRC in *******) and I was told they have great customer service. I must have drawn the short end of the stick because not only have I not received this so called great customer service but I have had to beg for every level of service I have received so far.To date, I still await completion of a job not finished and a permit still open.

  

  Business Response

  Date: 01/18/2024

  Storm Smart apologizes for the length of time it has taken to schedule the final inspection. It has been scheduled for January 22 and confirmed with the homeowner. Thank you for your patience.

  Customer Answer

  Date: 01/19/2024

   
  Complaint: 21151259
  
  I am rejecting this response at this time because:

  They have a fundamental breakdown in their processes and communication.  
  

  I've been advised previously that someone would be coming out to my home and no one came and no one called.  Additionally, no one in the organization (the account manager, the scheduler, the tech department) followed through to identify that no one showed.  They only knew because I made contact to let them know which took several attempts to reach someone.  Given how this account has been mismanaged from day one, I am not willing to release this complaint until the work is fully completed and the permit with the ****************** is finalized which is exactly what I paid for in full, no more, no less.  

   

   

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

  

  Business Response

  Date: 01/24/2024

  The job was completed this past Monday, January 22. Storm Smart is working with the local authorities to close the inspection and building permit. 

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21151259
  
  I am rejecting this response because:  Until the ****************** has finalized the permit, the job is not considered to be complete.  I did let Storm Smart know that I would close out my complaint with the BBB at that time and not before.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/22/2023

  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.

  Service- called for service on a screen the company installed. Was given a date 6weeks out-December 14. on that day they called and confirmed time the tech would arrive. At 4:00 pm I received a call that the tech couldnt make it and was told I would be contacted to reschedule. I objected strenuously because I knew I would be pushed to February. He said it would probably be next week. No one called so I called today and got February 9! I asked to speak with manager- told she would send her an email. I could not get through to anyone and the scheduling woman said sorry nothing she can do about it.The lack of follow up, the total disregard of my concerns and they are the only ones who can repair and this is an expensive remote screen. I want the courtesy of a call back .

  

  Business Response

  Date: 12/22/2023

  We are sorry for the mix-up in the reschedule of your appointment, *******. We have addressed the issue with our scheduler and have you on the route for Service on December 29. Thank you for your patience!

• Initial Complaint

  Date:11/29/2023

  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.

  I returned from the north on October 4, 2023 to find the lanai screen retraction inoperable. I spoke with **** on Oct. 6th, 2023 - who lead me thru the remote functions - no screen action. I installed the manual lift crank and it does not work.**** said the company would schedule a warranty service call as the screen was installed on 2/17/ 23 I have called weekly and have NEVER received a call back scheduling a service call.I repeatedly speak with **** who states she will take my request to a manager/ supervisor - NO calls or service to date.

  

  Business Response

  Date: 12/06/2023

  A Storm Smart Installation Manager met with ****** this morning and walked through how to operate all products and ensured they are in good working order. This repair is complete.

  Customer Answer

  Date: 12/06/2023

   
  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:11/20/2023

  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.

  Storm Smart did storm screens and accordion shutters at my home in August 23. The storm screens on the patio are not working. One is way to loose and not installed level.Another does not go up and down properly. After many phone calls and promises that someone will get back to us, we have not heard from anyone. It is now Nov 18, 2023. Every call has a promise and non which have been fulfilled. The job is paid in full!

  

  Business Response

  Date: 11/20/2023

  The field supervisor has spoken to the Arcario's. He and the installer will complete the repair on November 21, 2023.

• Initial Complaint

  Date:11/14/2023

  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.

  Had screen roll down shutter installed in pool area and metal roll down shutter for front door in July 2023. The front metal roll down shutter does not work as advertised and have been contacting your company since September to have warranty work performed but nothing has been done. All I have gotten is assurances that some one will be getting back to me. Nothing as of 13 November. And I have contacted your company numerous times and no response. CSR at ext **** told me to contact her and now she won't return my calls. Called today and person told me the request was canceled but cannot tell me by whom. Trying to resolve problem but no one has provided a solution. Need someone to come and make repairs. Getting run around and I am not happy. Please contact to resolve this issue. Thank you.

  

  Business Response

  Date: 11/14/2023

  We sincerely apologize for the inconvenience and frustration the customer has experienced regarding the malfunction of his front door metal roll down shutter and the subsequent challenges in getting warranty work performed. One of our Installation Managers met with ************************ today and will return tomorrow, along with the Installer, to correct the issue. 

  Customer Answer

  Date: 11/14/2023

   
  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:11/13/2023

  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 can see clearly that this company is not delivering customer service to stand behind the product that they actively sell. Company is being managed to ****** revenue but spiraling downward, not delivering warranty and customer product service on a timely basis.We have four hurricane screens on our lanai. The screen facing North will not roll down completely, thereby rendering the protection from the other three screens non existent. We called in June. A representative arrived September 6. Motor was working, bottom of screen shrank or was fitted improperly, will replace. Replacement screen scheduled for late November. Consequently there was NO hurricane or debris protection for lanai during this hurricane season. Frustrated by inability to get a scheduled date, have been on hold for longer than half and hour on each phone call. Never receive the promised return call with a service date. Company sells product and collects payment promptly. Company repaired next door neighbor's screen (installed at same time as ours) because they could collect for motor repair.Paid deposit of, $ **** on 4/22/21 work not started until 7/21 when another $11,190 was collected. Work completed 2/14/22. Excuses for lack of performance....COVID, sale of company, can't hire workers. This company is poorly managed, and is selling merchandise that is either not fit for the purpose, or defectively installed. They are selling and collecting money to cover costs but not fulfilling their duty to their customers to service what they have sold. Their advertising falsely claims that you can use the shades year round, but service personnel have told us you can't leave them down due to heat and you can't roll them up and down too many times as it stresses the motor.Please have them replace the defective screen before they are no longer in business.

  

  Business Response

  Date: 11/21/2023

  Thank you for bringing your concerns to our attention, and we sincerely apologize for the inconvenience you have experienced with our hurricane screens. We understand the importance of providing timely and efficient customer service,and we regret that we have fallen short of your expectations.
  
  After ************** reviewed the screen in question on September 5, it was determined that a new Storm Catcher Screen was needed for the system to function as designed. The new screen is being replaced free of charge under the Lifetime Warranty. The motor did not need to be replaced, and Storm Smart is supplying a new 5-channel remote which will be programmed to control all four of the screens. The new screen is being manufactured and will be installed on November 22.
  
  Storm Catcher Screens are manufactured to protect homes 365 days a year and will naturally adjust to the elements depending upon several factors. The screens carry a Lifetime Warranty as Storm Smart stands behind its products. The motors can overheat if the screen is raised and lowered repeatedly in a short amount of time, and the motor is built to shut itself off until it cools down to prevent damage.

  Customer Answer

  Date: 11/22/2023

   
  Complaint: 20854142
  
  I am rejecting this response because: Storm Smart failed to show up on November 22 as promised.  We were never notified that they would not be coming.  When we called Storm Smart asking where the technician was, we were told that he would not be coming today because the replacement fabric for the screen was not available.  We were told that the service call needed to be rescheduled and that someone would contact us next week.  This is very surprising since we asked ***** and ****** if the fabric and parts were available at the time the appointment was scheduled for November 22. 

  As background, we were told that the fabric failed due the fact that it was exposed to too much sunlight and shrank, or was originally cut too tight. This screen is on a north wall and is not exposed to direct sunlight.  Even it was exposed to direct sunlight, this is ******* where exposure to sunlight is normal.  It begs the question whether the same substandard fabric was used on our other rolldown screens. Since the lanai has four screens, all four have to be rolled down to offer the protection purchased and promised.  Consequently we have not had this protection since June, 2023.

  Our neighbors had screens installed within a month of ours.  The technician told them that their motor failed because they used it too much.  Then when he was told that it wasn't used except for hurricane protection, he told them the motor failed because they didn't use it enough.

  Sadly Storm Smart has gone from a reputable, high-quality business, to one that does not properly service existing customers.  There seem to be huge disconnects between management and the people who do the work. Whether this is management incompetence or a lapse in ethnical business practices is hard to say.  In any event the poor reputation that Storm Smart now has is well deserved.

  So two questions for Storm Smart: (1) when will our rolldown screen be repaired and (2) what assurances can Storm Smart give us that the other rolldown shades will not fail from substandard materials that can not hold up in the ******* sunlight.

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

  

  Business Response

  Date: 12/12/2023

  A new storm catcher screen was manufactured and installed. The job is complete.

  Customer Answer

  Date: 12/22/2023

   
  Complaint: 20854142
  I appreciate the help I received from the Better Business Bureau.  Nonetheless I would like to make sure that future consumers are aware that this business took six months to fulfill the warranty on their product.  In addition, i have a log of phone calls to Storm Smart, six or even each month, holding on for ***** miinutes a piece, beginning in June and ending in December.  The promised call back from Storm Smart for each of these phone calls failed to happen.

  I am rejecting their response because they set up an appointment for 11/22 at 3:00 PM and failed to keep that appointment and failed to advise us that the appointment would not be honored.   Storm Smart then sent a crew, without advising us, on 11/24.  They appeared at our gated community 15 minutes before 5 P.M. when all contractors must finish work. The crew was sent here and arrived without the replacement screen.  After several additional calls to Storm Smart on 11/27, and a call to *********************, Director of Service Operations,  a subsequent appointment was scheduled and the screen was replaced.

  Customers need to know that warranties are not taken care of on a timely basis.  We had no hurricane protection during the 2023 season.  More important is the fact that poor record keeping and poor systems have prevented this company from moving forward in the last four years.

  My storm screen has finally been replaced, but at the cost of hours of my time during the last six months.

   

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