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: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,
  
  ***********************

• 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,
  
  *************************