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:06/30/2023

  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.

  On September 28 during hurricane *** my Storm Catcher Wind Abatement Screen pulled out of the wall. When I called to see if they could fix it they quoted me $800.00. I don't mind paying to have it fixed, but It is suppose with stand winds up to 165mph. I thought by using Storm Smart they would stand behind the Storm Catcher.

  

  Business Response

  Date: 06/30/2023

  Storm Smart assessed the screen and provided a quote of $780 for the labor required to replace/reinstall the Storm Catcher Screen.  We will offer a 50% discount and only require the customer to pay half of the labor charge, which is $390 for the repair.

• Initial Complaint

  Date:06/06/2023

  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.

  On October 15, 2022, I signed a contract with Storm Smart to install 10 windows, 1 sliding glass door, and 3 exterior doors. I paid a deposit of $14,431 and financed the remaining balance $29,300 (Contract # *****).The installation was scheduled for March 6-9 & Storm Smart installed several windows with visible cracks. On March 9, they informed me that the doors were measured incorrectly, leading to further delays and inconvenience. On May 26 I took another day off work so that they could come out to install the doors & replace the cracked windows. But they only ended up replacing 1 of the cracked windows, which, disappointingly, also had a crack in it. I emailed ***************************** regarding the multiple issues with my project and kindly requested prompt rectification. I then received a call from *********************** assuring me that they would work towards resolving these issues. It has been 11 days since then & I have not received any further communication from Storm Smart. I am very dissatisfied with the lack of progress on my project and the overall poor customer service.I kindly request your assistance in addressing this matter promptly. Specifically, I seek the following actions:1. Facilitating immediate and effective communication between Storm Smart and me to resolve the outstanding issues with the installation.2. Ensuring that Storm Smart takes swift action to replace the remaining cracked windows and complete the installation of the doors as per the agreed-upon contract.3. Urging Storm Smart to provide compensation or adjustments to the financing agreement, considering the significant inconvenience, loss of workdays, and unresolved issues I have faced.I appreciate the Better Business Bureau's dedication to consumer protection and trust that with your intervention, we can reach a satisfactory resolution and hold Storm Smart accountable for their shortcomings.

  

  Business Response

  Date: 06/14/2023

  We have coordinated with the customer and scheduled the job to complete on the following two Saturdays (6/17 and 6/24) to accommodate her work schedule.  We will follow up to assure customers satisfaction.

  Customer Answer

  Date: 06/17/2023

   
  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,
  
  ***********************************

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20150719
  
  I am rejecting this response because: Storm Smart scheduled the installation of my hurricane windows/doors to start on March 6 & finish by March 9. I took the week off from work to accommodate this. Regrettably, Ive encountered significant issues throughout this entire process causing immense inconvenience & frustration. The quality of work carried out was far from satisfactory. 4 of the installed windows had damaged metal framing or cracks which directly contradicts the purpose & functionality of these products. Furthermore, they did not install any of the exterior doors. I communicated my concerns to Storm Smart which led to a supposed resolution date of May 26. On this day, the installer visited my residence & was only able to repair 1 of the 4 problematic windows. At 9:30 AM he stated that he did not have the supplies needed to install the doors that day & left. I then filed a complaint with the BBB on June 6. Storm Smart responded promising to complete the remaining work on June 17 and June 24. However, these dates passed without resolution. While making various promises, none have been upheld. The latest development, a call from your installer on July 7 at 6pm (the evening before the supposed final installation date), revealed a disheartening lack of preparedness: the company still lacking the necessary replacement windows for my residence. The companys lack of professionalism, disrespect for my time, & failure to adhere to the contract and their promises is utterly unacceptable. As of today, I have not received any form of communication from Storm Smart since July 7. Numerous issues remain unresolved (gap between front door & tile entry, crooked hardware installation, damaged trim, missing window caps, cracked windows). I've been left without any indication of a final installation date or an apology for the extensive inconveniences endured over the past five months. The treatment I've received as a paying customer is deplorable & I'm left with no choice but to demand corrective actions.
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 09/05/2023

  Customer was contacted on August 21 with details about re-order of materials from the manufacturer. The materials should be in this week and will be installed immediately.

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20150719
  
  I am rejecting this response because:
  
  Based on Storm Smarts track record of broken promises I do NOT accept their response. The job I contracted them to do remains incomplete.
  
  1. Missed Deadlines: The entire installation was scheduled for March 6-9, for which I took time off work. Storm Smart installed damaged products & failed to complete the work within this timeframe, citing errors in door measurements. Only after filing my first complaint to the BBB did they start installing those same doors on June 17. 
  
  2. Quality Issues: During the initial installation and subsequent replacements of damaged windows, Storm Smart installed windows with cracks in the glass and scratches on the metalwork. Your installer, L., showed me a scratch on the metal work of the replacement window that he was about to install & asked me which damaged product I would rather have? (the damaged product currently installed or the replacement window with the scratch in it). He also asked me to call Storm Smart & let them know not to put damaged products on his truck.
  
  3. Unfulfilled Promises: More than 3 months after the initial installation was supposed to be completed, Storm Smart assured me that the work would be completed on two subsequent Saturdays, June 17 & June 24. However, as of September 8 they still have not finished the work as promised. I was notified on July 7 that replacement windows had not even arrived.
  
  4. Material Loss and Neglect: After July 7, I waited for over a month with no word from Storm Smart. When I filed a second BBB complaint on August 12, Storm Smart finally contacted me on August 21, stating After us coming out to your home many times, the warehouse had lost material. However, according to the company they were aware that these materials needed to be ordered on July 7th.
  
  Storm Smart's repeated shortcomings, false promises and neglect have caused me undue stress, inconvenience and lost income. Now 6 months later its peak hurricane season and my job remains incomplete. I will not accept paying the full price for the multitude of issues and disruptions I have faced. Failure to address these concerns leaves me with no choice but to pursue legal action to protect my rights as a consumer.

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

  

  Business Response

  Date: 09/12/2023

  The final warranty glass came in yesterday, September 11. We will install it to customer's convenience, including a weekend if preferred. After installation and customers 100% satisfaction with the installation, we will call customer to negotiate a fair good-will credit to the balance.

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20150719
  
  I am rejecting this response because:
  

  I received an email from S.W. on August 21st that Storm Smart had lost the windows & would be reordering them, apologized for the delays and estimated another 2-3 weeks before the windows would arrive. Today, September ****************************************************************** my credit score. After calling the finance company I found out that Storm Smart had collected the outstanding balance on August 22nd (the day after that email was sent to me) WITHOUT notifying me & WITHOUT project completion! The financing agreement clearly states that "Your card will not be charged until the project is complete. Unfortunately, the work on my project is far from being completed and has yet to pass inspection. The premature charge not only breaches the terms of our agreement but has also caused me considerable distress & damaged my credit score. I can no longer trust any promises Storm Smart makes & must seek legal counsel to rectify this situation.

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

  

  Business Response

  Date: 09/29/2023

  Storm Smart has completed the installation and the home is protected by Impact Windows and Doors.  The only outstanding item is warranty work for scratched glass, which Storm Smart intends to honor the replacement. Unfortunately,our customer will not allow us to replace the glass at this time, and we have received a letter from her attorney.  We regret that we were unable to solve this matter directly with our customer and the ********************* assistance.  Storm Smart 100% stands behind our workmanship and product with market-leading warranties.  Per request, we now will work exclusively with the customers attorney moving forward.

  Customer Answer

  Date: 09/29/2023

   
  Complaint: 20150719
  
  I am rejecting this response because:
  

  If you had stood by your word & completed the work as you promised on June 17 & 24 we would not be in this situation.
  
  1. Outstanding Work: You are incorrect in stating that the only outstanding item is the warranty work for scratched glass. Heres a list of the outstanding items still remaining incomplete (I emailed Storm Smart this list on July 6 & they replied back the next day saying they were working on this now):
  - Front Door: gap between installed door & tile entryway needs to be covered (this gap leaves the tile prone to chipping)
  - Front Door Handle: hardware is crooked & needs to be leveled
  - Garage Side Door Framing: old beat up pieces of wood were used to frame out the interior portion of the new door; needs to be replaced with new trim
  - Exterior Window Caps: still missing at least 19 caps for the windows (the spaces at the bottom that allow water out); these have been missing and exposed since the date of installation
  - Interior Window Corner Caps (missing from sharp metal edges in a lot of places): total of 19 small & 7 large caps missing
  - Fix remaining windows with cracked glass
  
  2. It is not the case that I did not allow you to replace the glass the last time I had allowed you to finish the work on June 17 & 24 (the dates we agreed upon) but you didnt! After your multiple failed attempts to complete the work in a timely manner I chose to seek legal counsel to protect my rights as a customer. I want to ensure that you follow through on your word by finishing the ENTIRE scope of work that needs to be completed within the time frame we agree to.
  
  3. Does your company truly stand behind this workmanship? Please look at the photos (the same ones I emailed you on July 6). Do you think this is acceptable workmanship for a customer paying over $43,000? Would you want this level of workmanship on your own home for that price tag?
  
  4. I found out that you charged my account $29,300 without notifying me. This goes against my agreement with the financing company stating Your card will not be charged until the project is complete. It doesnt say until its almost completeit says complete! If you hadnt charged my account prematurely & without letting me know, I would have agreed to your BBB response on 9/12/23. I absolutely believe that I should receive a good-will credit to my balance & I want you to finish the entire scope of work (see above list) according to the time frame we agree upon.
  
  I am working with my attorney in the hopes that we can resolve this situation quickly & completely.

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

• Initial Complaint

  Date:06/06/2023

  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 had storm shutters installed in March 2023 by Storm Smart. One of the shutters was defective. The company agreed to replace that shutter. However, I have left numerous messages with the company and they have failed to give me a date for installation of the new shutter.

  

  Business Response

  Date: 06/07/2023

  Storm Smart has scheduled the replacement screen installation for this Saturday, June 10, 2023.  We appreciate your patience.

  Thank you!

   

• Initial Complaint

  Date:06/06/2023

  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.

  We ordered hurricane shutters from Storm Smart in Feb 2021. They installed June 10, 2021. From the beginning we had a problem with the 82x62 shade. We were told that it will work itself out. It never did. Recently, we've been dealing with their office about coming out to fix it. We had 2 different service calls. The first one on Jan 24, 2023 said it was fixed. It worked a couple of times and then stopped working again. The second service time on Feb 16, we were told that the shade needed to be replaced. We have been waiting several months for this to happen. When we call them they say they do not have a record of the replacement service. Now the shade does not close at all. We are getting no satisfaction from this company. And for the price of over $9000, this is not acceptable. I did not pay for the service calls since nothing was resolved.

  

  Business Response

  Date: 06/22/2023

  Storm Smart ran a service appointment on June 7 and it was determined at that time that a new screen is needed.  We are currently manufacturing the screen and will install up completion.

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20136477
  
  I am rejecting this response because: I have to call over and over again.  I have to remind them about the BBB case before I get a call back. I just called today. Now I'm getting return calls and, miraculously, they answered the claim!  I was just told that I will owe them money for the pro rated motor. The shutter was sticking from the beginning and they told me it would work its way out.  Please continue to investigate this company.

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

  

  Business Response

  Date: 06/27/2023

  Storm Smart is replacing the Storm Catcher Screen and motor at no charge to the customer.  The customer will only need to pay for labor charges.

  Customer Answer

  Date: 06/27/2023

   
  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:05/24/2023

  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.

  Installation Date: On or about 11-18-2018 Price Paid: 6,084.00 Company Owners at time of Sale: Rist Family We have used our Storm Catcher Screens without any issues since installation. On September 28 2022 hurricane Ian visited our home, causing small tears on both screens at the bottom of the screens where a weighted metal reinforcement bar is attached to the screen. Our sales agent ***** ****** told us after my hesitation to commit to purchase, that we had a lifetime warranty, and it was a good investment since hurricanes happen in Florida. After contacting Storm Smart online a Case #******** was assigned. I received a call from a representative that they would not cover damage from hurricane Ian, and sent me a copy of the warranty language. I read the warranty information sent to me, and compared it to the language from our sale, and it was modified after new owners took over. Our warranty language stated multiple hurricanes. This was our first hurricane with storm catcher installed. An invoice sent to us via email stated we needed to accept terms before they scheduled a tech to come out, it was for $2482.86 and Storm Smart needed 16-18 weeks lead time. A new Case number has been created, Case #******** on May 12, 2023. We feel we agreed to terms both written and verbally presented to us and would now like Storm Smart to honor our agreement.

  

  Business Response

  Date: 06/02/2023

  We have resolved and are scheduling service with the
  *******.

  Customer Answer

  Date: 06/03/2023

  
  
  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, with the understanding that Storm Smart installed the Storm Catcher Screens properly. If technicians find the storm catcher screens were not installed properly, we won't be held liable for repairs.
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:05/22/2023

  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.

  We had a storm screen installed on our lanai and it went through the hurricane 2022 Ian. The screen was damaged and we called to get it replaced in February 2023. When the tech came out to measure he told us it was installed incorrectly the first time as he wasn't able to make adjustments to it. We agreed to the price of a new screen and gave the ok to install as soon as possible. We never heard from anyone so we called in April and spoke with ****** in Service who assured us she would escalate the install. We waited and never heard from anyone so we called May 16, 2023 and spoke with ****** in Service again and she apologized and said the shade would definitely be installed before the up coming hurricane season and would escalate the job and we would hear from someone within 24 hours. We never heard from anyone so we called again May 19th and spoke with ****** in Sevice and said someone would contact us. Never heard from anyone so we called today May 22, 2023 and requested to speak with a supervisor after getting the run around, and they refused to connect us with a supervisor. We want are screen installed that we agreed on and installed before the hurricane season as promised.

  

  Business Response

  Date: 05/31/2023

  The customer has been contacted and rescheduled for completion of the work.

  Thank you for your patience.
  

  Customer Answer

  Date: 05/31/2023

  
  
  Better Business Bureau:
  
  
  We have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to us as long as they honor this new appointment, because original appointment was set for before hurricane season starts and now they schedule for the end of June for replacement of our shade.
  
  
  
  Sincerely,
  
  
  
  ***** * *** ********

• Initial Complaint

  Date:05/10/2023

  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.

  Storm smart installed hurricane screens last summer. They are still under warranty. Of the three screens one will not move i.e. go up or down. And one doesn't sound good. I have for a couple months been trying to receive service. Unfortunately apparently because my installation is still under warranty, the group that would normally come to check out these problems is not authorized. The group that installed the screens are the ones designated to check out the problem. After many phone calls, messages etc. I have not been able to get someone to call me to set up an appointment to check out my issues. I've already gone through one significant storm with the one screen retracted i.e. not protecting my lanai and with hurricanes season upon **, I would like to get everything in good working order. I will also say their TV advertising is deceptive as I am not prepared for a hurricane.

  

  Business Response

  Date: 05/19/2023

  Storm Smart is in communication with ************ to determine a repair date that fits both parties schedules.  We continue to work towards a solution.

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 20041882
  
  I am rejecting the response because: the repairs have not been completed. I am waiting for them to get the materials to repair two hurricane screens and that obviously hasn't happed since I haven't heard back from them about setting up a date mutually acceptable to both of us to make the repairs. When that happens I'll be more inclined to accept the response however I'd really prefer to wait till the repairs are completed before accepting.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 05/31/2023

  Storm Smart completed the job on May 26, 2023.

  Thank you for your patience.

  Customer Answer

  Date: 06/02/2023

   
  Complaint: 20041882
  
  I am rejecting this response because: the work is not complete. One of the two screens to be replaced was the incorrect size and had to be re-ordered. So the job is basically only 50% complete.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 06/14/2023

  The replacement screen has been remade and installed prior to today's date.

  Customer Answer

  Date: 06/17/2023

   
  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:05/05/2023

  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.

  Once again, we are experiencing very frustrating service from Storm Smart. Our chronological history:November 2022: Their technician came out and measured for our replacement storm screens February 2023: After contacting them several times, we finally received our quote which we accepted immediately.April 5, 2023: Their technician came out to install our 4 screens but 2 of the 4 were mismeasured and could not be installed. He tacked up 1 of the screens as a temporary fix. The other he took back to their shop. We were told the 2 screens would be installed on May 2.May 2, 2023: We confirmed in the morning that their technician would be at our home to install the 2 screens that afternoon. No one showed and no one called.May 3, 2023: We left 2 voice mail messages regarding the no show but ended up calling a 3rd time when we actually got a person. She said she did not know what happened Tuesday but would check into it and get back to us. We have still not heard from anyone.We are having a very large party Saturday and will have to tell everyone why we have a Storm Smart screen just hanging on our lanai. We have tried to be patient but paid them in full in April so they would install our 4 screens and now we have no leverage to get them to complete the job.

  

  Business Response

  Date: 05/05/2023

  A Storm Smart installer is currently at **************************** home to finish the repair including two new Storm Catcher Screens and a Remote Controller.

  Customer Answer

  Date: 05/05/2023

   
  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.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:05/02/2023

  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.

  Called for service early February appointment set for 3/9 . Tech said screen shrunk and was under life time warranty and they would replace. She took measurements and said office would call. Office called and said they would be out April 17. Problem with stretched screen was that it would not go down fully on its own but was functional. Installers came on 17th and began installing the replacement storm screen. After a while they knocked on the door and said the new screen was more than a foot too short. I asked if they put the old screen back and they said we cut it and cannot put it back but they were going to have a new replacement expedited and it should be no more than a week. The office called the next day and gave me a date of May 25th which I said that was not acceptable as you have left me with no screen and with rainy season starting items on our ***** will be subject to rain and wind. Both my wife and I are under going cancer treatment and can not move furniture and TVs inside every time it thunderstorms. After a back and forth the woman put me on hold and said they could come out May 1 but it would be late in the day as they were adding me to an already full schedule. This made me feel that I was being lied to an most likely no one would show up on the first a Monday. I cancelled an appointment to to be home that day. Sure enough Friday at 550pm came the call they could not make it. They were to call this morning for a new date no call so at noon I called and asked when they would be out. A woman took my message and said someone would call. I said that would have to be by the end of the day as I had enough since this has been going on for 3 months and now they have actually ruined the storm screen that functioned. I would like my screen replaced within the next 7 days.

  

  Business Response

  Date: 05/04/2023

  Storm Smart has been in contact with ************** and is completing the repair on Friday, May 5.

  Thank you!

  Customer Answer

  Date: 05/08/2023

   
  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:03/23/2023

  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 installed storm screens several months ago. Since then, we have had problems with their operation and despite several technician visits, they cannot agree how to fix it. Some say it is a screen motor problem, another screen was too short, thus will not drop properly, and there is banging when they are raised. They submitted a "repair" quote of over $2,000.00 on February 17, 2023. We responded, asking for a revised quote, and yet they just reissued their original quote. Storm Smart received documentation from us, they seem to ignore. We are talking several thousands of dollars for these screens, perhaps only a year or so old.

  

  Business Response

  Date: 03/28/2023

  Storm Smart has contacted ******* and is scheduling the following:

  Replacement screen under warranty: ****************************** under warranty: Zero Cost
  No charge for initial assessment
  Customer will only pay labor since order is outside of the 1st year of installation which will be $260.00.

  Thank you for your patience.