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: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.

• Initial Complaint

  Date:03/22/2023

  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.

  Storm screen stuck cant go up or down. Oct. 2022 sent two technicians. Said we needed a new screen. In my house less than 10 minuets, never took screen housing apart to take a better look. They said we would get a quote to replace. Called every two eeeks since Oct. now almost April. When I call they say quite coming. Called another company sent two techs. They took apart showed me screen installed on a slant eventually causing this problem. They were able to unstuck screen and I can use if very careful raising up and down. Still no reply from Storm Smart no quote. This is six months going on. They continue almost daily to advertise on ********** for new business. Bogus service I would *** them but dont have the resources. This is discraceful incompetent service. To resolve I would like them to correct their poor installation even though it was over 5 yrs ago installed. We did have them out several yrs. Ago to adjust crooked screen, made it operational but was always sticky. They do answer the phone each time say very busy after Hurricane and on the list for a quote. They have done nothing for six months now. They should not be allowed to make new installs. Ive waited six months still no service.

  

  Business Response

  Date: 03/24/2023

  Storm Smart has contacted ************** and apologized for the oversight in completing his service.  We are scheduled to complete the repairs on March 30, 2023, and will do them at no cost due to the delays.

  Customer Answer

  Date: 04/07/2023

  Resolved. Storm smart fixed my screen

• Initial Complaint

  Date:03/01/2023

  Type:Customer Service 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.

  For many years and for two homes, we have been satisfied StormSmart customers, sales, product, installation. We are in the process of ordering the second and final phase of retro fitting with impact windows. 6 weeks ago when we contacted the salesperson for phase one, told him we wanted to proceed with the final phase, he said he would call next week. He never did. So, we went to SSs website, completed the contact form. received a call from a different salesperson, and made an appointment for 1 pm, February 28, 2023. Less than an hour prior to the scheduled time the salesperson canceled via email without explanation or offering to reschedule. Very unprofessional. When I called SS, I was referred to a tape recorder, left a message, and hope for a return call. SS is experiencing nationwide and international growth under its new owner and it appears not to be able to keep current with this expansion. My neighbors are having a similar experience.

  

  Business Response

  Date: 03/09/2023

  Storm Smart has contacted **************** and sent a Sales Representative to his home to finalize the completion of his project.  This project is moving forward.

  Customer Answer

  Date: 03/09/2023

   
  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:01/04/2023

  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.

  Selling home, inspection found that storm screen is not going down all the way, entered service call on 12/10/22, Called storm smart on 12/13, Gave them the information again, the schedule a technician to come out the next day, waited all day for technician, finally called them in afternoon and they said technician came but didnt have unit number and had wrong phone number, this was corrected and rescheduled for 12/15, technician came out and said screen was installed incorrectly and needed replace, was under warranty and would just have to pay labor, would go back to office and set up installation, would take approximately 2 weeks, didnt not get a call, called for update, 12/19-12/23-12/26, called and they said someone would call, 12/27 talk to lady(********) she said ********************* should have called us, she put in a ticket number ******** and said someone would contact us in ***** hours to set up a install date. 1/3 called again, she said someone would call, 1/4 called left message. This issue may cause our closing on 1/13/23 to be delayed if we dont get a resolution fast.

  

  Business Response

  Date: 01/05/2023

  Storm Smart was not the original installer of the screen and has only provided Service to the customer.  We contacted the customer and provided the name of the company who installed the screen and the homeowner will contact them to correct the issues.  Thank you for allowing Storm Smart to service your home.

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18683313
  
  I am rejecting this response because: The screen is a storm smart screen, the tag on the screen has a phone number and it is storm smarts phone number. The original business that installed it no longer is in business, we have wasted 3 weeks trying to get a response from storm smart, we just want a estimate on how much it cost to replace the screen as the technician said needed done on 12/15 and a date scheduled date to replace the screen. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/18/2023

  Storm Smart has been in contact with ******************* and is providing a quote to replace the incorrectly installed screen.

• Initial Complaint

  Date:12/27/2022

  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.

  Contract signed 6/29/22 to install storm shades on all outdoor windows, except front, and automatic shades on lanai. Down payment of $4,508.00 was paid upon request. Balance of $9,360.35 due upon completion.Representative measured and HOA approved plans on Sept. 12, 2022.First confirmed installation date was 9/27/22 and no one showed.Next installation date was 10/5/22 and installer (*****)stated that measurements were off by several inches and could not install. The electrician showed that day and did the wiring which is currently hanging exposed on the lanai.Next date for installation was 10/18/22 and no one showed.On 10/19, same installer showed and measured again. This time he stated that the shades on lanai would be uneven by 2-3 again due to improper measurements and that we would clearly see the bad result. He suggested that the job should have been 2 shades on the lanai and not 1 and that would greatly improve the end result. The installer (*****) called the office and said that the *** would contact me the next day. If not, I should contact *****. I was never contacted by the *** or anyone from this business despite my telephone calls on 10/25/22 and 10/27/22.On 10/19/22 ***** and helper did put up the shades on the windows, although at one window, approximately 12 holes were drilled on wrong side which had to be filled and painted. Fortunately, I had builder paint left over. On 10/27/22 I called ***** who returned my call and stated that he has not been able to speak to anyone at the business concerning finishing my storm shades. On Nov. 16, 2022 I emailed the business stating the dates above. On Dec. 19, 2022 I telephoned the business and spoke to *******, receptionist who looked up my contract and said :" you want to set up a new installation date.?" She put me through to the same department as always and I left a message.No call has ever been responded too. No email has been responded to.I am left with 2 portions of the outer wall covered with braces, electrical installation hanging out. See photos.

  

  Business Response

  Date: 01/04/2023

  Storm Smart has been in contact with ************** and scheduled an appointment for January 6th to discuss solutions for his home.