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:10/31/2023

  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.

  I have been trying for the last 6 months to have an accordion shutter fixed from installation it never locked properly I have had 3 technicians come out and they only made matters worse still no locking system and they have damaged my downspout I have been told many different things of which none are true.

  

  Business Response

  Date: 10/31/2023

  Storm Smart has an appointment with the customer on November 4th to install new locks and repair the dented downspout.

  Customer Answer

  Date: 10/31/2023

   
  Complaint: 20792555
  
  I am rejecting this response because:
  No one from Storm Smart has reached out to me about an appointment on November 4th and as I have stated there have been 3 different service technicians out on this complaint and it is still not fixed so what is to say it will be fixed if it is fixed properly I will be happy to accept it
  Sincerely,
  
  ***************************************

  

  Business Response

  Date: 11/09/2023

  Storm Smart is rescheduling the appointment for ************************** to replace the blades on both sides of the accordion shutter. We still need to fix his downspout and the work will be completed soon.

  Customer Answer

  Date: 11/14/2023

   
  Complaint: 20792555
  
  I am rejecting this response because:
  I have been told today that it is supposed to be completed January 25th **** until it is completed I do not accept there response 
  Sincerely,
  
  ***************************************

  Customer Answer

  Date: 11/14/2023

   
  Complaint: 20792555
  
  I am rejecting this response because:
  I have been told today that it is supposed to be completed January 25th **** until it is completed I do not accept there response 
  Sincerely,
  
  ***************************************

• Initial Complaint

  Date:10/25/2023

  Type:Order 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 promised complete installation within ******************************************** February 2023 and they began installation of the 3 screens I ordered at the end of June. Then in July, they installed the sliding glass door and casement window I ordered. As of today, October 24, 2023, the supports for the screens have not been installed properly and the remote control for the mechanized screen doesn't work. The sliding glass door was installed improperly and the walls around the door and window they installed were damaged. I have been trying to reach the company for over 3 weeks to find out when my job will be completed. I emailed the office/operations manager yesterday and today received a notice that she BLOCKED my email address.

  

  Business Response

  Date: 11/09/2023

  The parts necessary for completion of the repair are expected to arrive by November 17. Storm Smart will coordinate a repair date that is acceptable with the customer.

• Initial Complaint

  Date:10/05/2023

  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.

  One of the windows installed need to be replaced/fixed water is coming into the bedroom creating structure water damage.Also the wall frames decorating the windows were left lose creating an opening for critters. Parts of the windows were broken at installation, was told by installer they were going to be fixed.Contacted company via phone and email and have not received a timing for the fixing.Invoice for the remainder was received today, 10/04/23, why?We are having daily heavy rainstorms on my area and water keeps coming into the bedroom.

  

  Business Response

  Date: 10/18/2023

  Storm Smart completed the window repair on 10/13/2023.

  Customer Answer

  Date: 10/18/2023

   
  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.
  I am still waiting for a manager to call me & discuss financial liability from them for the water damage to the property.
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/25/2023

  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.

  From the start of the installation of these shutters, this company started out on the wrong foot. Installation was to start on June 23 and 26th. The morning of I received a call to let me know they could not start as they had to finish another job. I flew in from ******* for this work to get done.When the job started, one worker showed up with his son to help him. The installer was at my house for 4 days. He seemed to think that my sliding door should be electric. He was suppposed to talk to the salesman to discuss what should be done. Needless to say, I have never heard from anyone. I called the installation ***** 3 times. Each time it was someone different. I would explain my problem and was told someone would get back to me but of course no one ever called. I then started calling *********** (called him 5 times). He would call me back and always say he was going to send my problem to someone higher up. Of course same result. NOTHING!! My sliding door is by far not the only problem. One window that has a shutter will not come down.Another window has nothing on it. I was told it didn't fit. There are pieces of the shutter thrown along the side of the house. Lastly, another top of a shutter fell off and almost hit my home watcher when he was checking my home. The top of the shutter was not fastened correctly. The screws were way to short. This is suppose to be a reputable company. As far as my job, this has been a total joke . I have been more than patient. I think 3 whole months is far and above what a customer should have to endure. Be sure I will write a review in my community to let people know what kind of company this is. Any help that you guys can help with, would be immensely appreciated. Any questions you may have, please feel free to contact me. Thank you.

  

  Business Response

  Date: 09/29/2023

  The installers have reached out to the customer to schedule the replacement of the reel with a larger spring for today, September 29, but as of 7:31 am had not heard back from the customer. ********************************************* is prepared to finalize the repair upon coordination of a mutually acceptable appointment.

• Initial Complaint

  Date:09/07/2023

  Type:Customer Service 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.

  Contact storm smart to repair damage caused by *** back last October after 3 months storm smart came out gave me a quote for ****** to repair that was ok storm smart came out in June of 23 dismantled the my shutters can not be used storm smart dismantled a second shutter that had no damage can not be used it has been 9 weeks with no shutter I have contacted storm smart know one can give me a answer no one will return my calls my house is wide open to storms this is the worst company in ******* I want my shutters to work we are in hurricane time storm smart took all the ********* I cant even put them back together myself

  

  Business Response

  Date: 09/07/2023

  Storm Smart sent a technician to the home on Wednesday, September 6th to assess the needs. All work will be completed on Tuesday, September 12, 2023.

• Initial Complaint

  Date:08/22/2023

  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.

  Our home is outfitted with Storm Smart Lanai Screens and Accordion Shutters. Here is a brief chronology:Dec. 19th: Original damage inspection date. Rescheduled by Storm Smart to ec 30th Dec 30th: After inspection determined that (5) locks need to be replaced.Advised by SS that work could not be completed until we returned to the property in June.May 2023 - Advised by CSR that re-inspection required. Scheduled for June 27th June 27th: Inspection re-confirmed need to replace (5) damaged locks/ Also identified need to replace worn lanai screen under lifetime warranty.July 10th: Advised by CSR that all repairs would be completed during Aug 4th appointment Aug 4th: Service tech replaced lanai screens, moved lock portion pf shutters yo repair at shop. Indicated they would return to re-install in 1-2 weals. Advised office would be calling the following week to confirm.Aug 14th: Spoke to CSR who indicated she would look into and return call Aug 21: Called CSR after not hearing back. Promised a 2nd time that I would get call back update by end of business day Aug 21st: Contacted business spoke to CSR who advised they are experiencing a high level of customer requests, and it could take 3-4 months to complete. They could not provide a repair status update or an approximate date for the re-installation at this time. I asked why I was not advised of this prior to the removal of half of (5) of my shutters exposing the front and side of my home. The only explanation provided was that I should have been told the truth upfront so I could have made an informed decision. As we are entering peak hurricane season an acceptable resolution would be the completion pf this work as soon as possible by Storm Smart or a sub-contractor agreed to by both parties.Since they have possession of my shutters, I'm unable to take any further action to protect my home. I will be retuning to WI on Aug 27th but have been advised by Storm Smart this work can be completed without my being onsite.

  

  Business Response

  Date: 09/01/2023

  Storm Smart has scheduled an appointment with ****************** to address and correct the issues she has listed.

  Customer Answer

  Date: 09/05/2023

   
  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 pending completions of all repairs on 9/29/2023.
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 10/03/2023

   
  Complaint: ********
  
  This is a continuation of complaint (ID ********* as the business has failed to fulfill their commitment agreed to on Aug 25th in order to resolve this matter. I was contacted by Storm Smart Rep on Aug 25th indicating that the company would complete the re- installation of my storm shutters on 9/29/23. On 9/29 I sent an email to *** to confirm my appointment since I had not been contacted by the business to confirm same, I did not receive a response received, So I called the business at 11:30am. I was advised that the technician would be arriving at my home shortly to complete all remaining work. When no one showed up at my home, I called the business at 3:30pm I was advised that the work could not be completed as materials had not been received by the repair techs. I requested a status update re; the repair of my shutters removed on 8/4/23. The *** advised shat the status was unknown and they could not provide. The *** advised that someone would be calling first thing on Mon (10/2) As of 4PM, no one from the business has contacted me to advise when I can expect my shutters to be repaired & re-installed. Based on the businesses failure to fulfill their agreed to obligation to complete all repairs on 9/29/33; conflicting info given each time I contacted the business coupled with a lack of follow-up and poor communication, Im requesting either the reopening of my original complaint (********) or the establishment of new one.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 10/11/2023

  Storm Smart is completing the repair on October 25, 2023.

• Initial Complaint

  Date:08/17/2023

  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.

  Window has corroded, pictures were sent to ****** at Storm Smart after an inspection at my home by **** the technician. ****** later stated she never received pictures from ****, so I took pictures with my camera and forwarded to ******. She acknowledge receiving pictures and stated she would get back with me. I have had no additional contact since them which was June 26th.

  

  Business Response

  Date: 08/24/2023

  Storm Smart submitted the claim to the window manufacturer on 8/22/23 and is awaiting an ETA on a replacement.

  Customer Answer

  Date: 08/25/2023

   
  Complaint: 20485395
  
  I am rejecting this response because: Initially when SS called the other day, I was ask if "glass" needed to be replaced. I advised about corrosion, and stated I had sent pictures. Then I was told window is longer in production?? When asked about warranty/guarantee, I was told not applicable, I advised window was under warranty when this process for replacement began. It most likely had been corroding for years, I just happen to note when thoroughly cleaning after ***. I have agreed for a tech to come to my home on 10/09 to see if repair can be made. Do not see how this can be done, but I will "wait and see". 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/28/2023

  Storm Smart's Windows Field Supervisor has an appointment on August 30th to review the window and determine the best course of action.

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20485395
  
  I am rejecting this response because:  This is difficult to answer, the date shown in incorrect, as I will be out of town.  We have rescheduled a appt. with SS for 10/09/23. This has been confirmed by me and SS.  At this point I do not know what their response to the damaged window will be.  Should I close out this claim and re-open if not satisfied after SS visit to my home on the 9th of Oct? I am not savy enough to upload pics onto this screen.  BTW, I have sent this response to BBB once already.  Please advise if I should be doing something differently.   Thank you. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/07/2023

  Type:Product 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.

  Contracted with storm smart to install three (3) hurricane shutters. Failed to arrive for installation on three separate occasions. Did arrive on the 4th scheduled date, but didn't have proper material. Partial (minimal) installation accomplished, however, no resolution or timeline offered by storm smart. I want their material removed and simultaneously professionally repair and restore where drilling has occurred, and a complete refund of monies tendered.In spite of leaving multiple/numerous phone messages, phone calls are not being returned.Refused to supply names and/or phone numbers of supervisors

  

  Business Response

  Date: 08/11/2023

  Storm Smart has been unable to connect with the customer to discuss a resolution. We have called and left messages on multiple ocassions. 

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20423809
  
  I am rejecting this response because:  That is a flat out lie from Storm Smart.  Not only have they NOT contacted me, they have never even returned a phone call!

  I have called ******************* (not sure of spelling of last name his direct number is 938-1000 ext. ****) on multiple occasions, but to no avail.  He guaranteed a phone call from "*******************************" (again, my spelling not sure because **** refused to spell it for me).  I'm curious - What is their resolution?

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

  

  Business Response

  Date: 09/05/2023

  Storm Smart completed the installation on August 16th. 

• Initial Complaint

  Date:08/01/2023

  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 took $2800 deposit 12/16/22 for 4 windows. On 3/24 they had the permit I let her know one of outer screens needed to be adjusted as the salesman **** said he would have it fixed. We were scheduled for 5/10. The workers were there 830/9 am til 930 PM. They dropped an existing window into my lanai and shattered glass into my pool, ************** Each window had been cut with a saw showing exposed jagged metal in several places. Each window frame was terribly scratched. One horizontal window didnt open smooth. One window is loose and warped and 1 pane scratched. I took a hose with light water to the 2 horizontal windows and immediately had water inside my house. There was a tile chipped, granite chipped, dining table is scratched and chipped, dishwasher was scratched and 2 of the cabinets were scratched. Each marble window sill has been scratched as well as painting and stucco damage. We contacted Storm Smart and they said they would send a supervisor **** out May 18th. They sent the subcontractor to do a virtual final inspection 5/18 after telling him the issues he still passed it. **** did a water test seeing it leaked and said it was probably not locked tight which it was and then told us they are made to let water INSIDE the house. He gaslighted us saying thats the design. He had no answer for the cuts and scratches. We confirmed with the window manufacturer the factory finish frame is never to be cut and the windows are not designed to allow water inside. May 22 I asked for new windows or a refund. Nothing. June 18th we let them know rain was coming into our house. Nothing. July 27 termination of contract and request for my deposit because they have never done anything to mitigate the leaking windows. 7/31 was told no to a refund & still nothing about the leaking damaged windows whilst mentioning final bill. They did provide ins cert 7/31 for damages after lying about not having the insurance information.

  

  Business Response

  Date: 08/10/2023

  SVP Storm Smart had discussion with and came to resolution with ****************, including providing insurance information for any damage caused by the Storm Smart representative.   Inspection and permit closed.  Asked Cape for certificate of completion and processed a credit.  

• Initial Complaint

  Date:07/18/2023

  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.

  I contacted storm smart in November 2022. They were quick to answer and come out to look at my old storm shutters to get me new storm shutters. I then got a signed contract and sent it in. I scheduled the appointment for a couple months out and then decided I wanted it sooner. That wasn't an issue. When they came to my home to install my hurricane shutters they gave me different information than the sales guy and the guys that measured did. I made them stop until I could figure out what the real answer was. I have been trying to get them installed since the beinging of May now. This has been an ongoing issue. I paid them my $5,000 deposit back in December and they still have my money. Everytime I call I get the run around I can't ever get a straight answer or get on the schedule. I think 8 months is lo g enough for this to go on. I called again today and got sent to voice-mail. This is not good business. I know we just went through a major hurricane 9 months ago but this is not good business. I will not recommend storm smart to anyone.

  

  Business Response

  Date: 08/08/2023

  Storm Smart has addressed the issue and will be installing the final two snap covers today to complete the job.