Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/22/2023

  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.  

• Initial Complaint

  Date:11/17/2022

  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.

  Contacted Storm Smart to adjust my front screen which was sticking and not going down properly. Tech arrived Nov. 3 and tried to adjust screen but with no success. He informed me that it had shrunk due to exposure to the sun, at which point I informed him that is is only down when there is a hurricane declaration and he stated they shrink anyway. I then asked if he could take a look at the rear screen as it was not going all the way up. He looked at the motor and said he had not seen on like that before and called his boss, whatever happened next the motor no long worked but assured me because it was working Storm Smart would fix it. The next day I was informed that because the motor was old the cost would be over ****** plus labour at which point I informed him that I want to speak to someone as I felt I should not have to pay for someones error that the screen no long operates. Having made several phone calls and left messages I still have not heard back. I just want the motor that was working fixed.

  

  Business Response

  Date: 11/17/2022

  The motor comes with a prorated 5-year warranty and was purchased in 2009.  However, ************** did mistakenly tell the customer that ********************************************* would replace the motor.  We will honor what the technician said and will only charge for labor and not for the new motor.

  Customer Answer

  Date: 11/18/2022

   
  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:11/10/2022

  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.

  I outfitted all my home's side and back windows with the Storm Smart screen shades, manual wind down for all except the screen shades on the lanai which have 4 that are motorized. When the tech came out to do a maintenance service just before Hurricane *** hit, he told me that he had great difficulty get all the screens down, that they were "the original style" the company made and that they all needed to be replaced. He told me to leave them down since *** was arriving shortly, since he was concerned I would not be able lower them either. He stated he had called in the order to have all my screen shades replaced, not to worry as they were under warranty, and that I would be contacted when they were ready. Five weeks post ***, I had heard nothing from Storm Smart, so I reached out via phone and only got their service voicemail. I left a detailed message about wanting to check on this order. No one called me back for over a week. I then got a marketing email from Storm Smart asking for my reference to future customers, so I called them again to say, wow, you can ask for references, but you never call me back? Again this went to voicemail, but did generate a call back from their service team. I then spoke with ******************************* who pulled up my file, read me what the tech wrote which echoed that the shades I had were old model and needed to be replaced, but did not show anything about an order. She did mention I had a balance outstanding of $130 for their earlier service, which I told her that I had not even received that invoice at all. (I have since sent that payment in to them in full.) Whatever else she read on my file, she then told me that she needed to research this and it might take time to get back to me. Yet I have not received any further communication from her, even after calling and emailing to just get an update.

  

  Business Response

  Date: 11/17/2022

  The ******* screen is covered under warranty so the material will be manufactured at no additional cost.  The warranty covers cost of materials but does not cover the expense of labor for the technician(s).  A technician went to the residence on 11/15 to obtain measures for the screen replacements.  We will manufacture the screen and schedule a customer convenient time for the replacement.

• Initial Complaint

  Date:10/17/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract with Storm Smart on July 1, 2022 to install 2 Motorized Rolldown *** screens, and 1 Storm Catcher Easy Screen. The contract included 1 manual override handle and 2 remote controls. All for a whopping $11400. The final inspection was performed on September 16,2022. I reached out multiple times and finally achieved an appointment to finish the installation. That date was October 4,2022. October 4 came and went with no communication or service. I have since called well over a half dozen times with no response. The installation itself was, my opinion 2 star quality. Everything works so I will go over the rough edges myself. The motor box is partially sealed, on areas that can be seen only, there are open ends on the rails that should be sealed and only one of the two motorized screens is bonded. Both screens are within 4 of water. Not sure how that passed the inspection.What I am looking for at this point is for Storm Smart to complete the contract. The round inspection ports on the rails have no covers. I have not received the Manual override handle, stated in the contract, and I have received only 1 remote control when the contract calls for 2. Storm Smart is in breach of contract.

  

  Business Response

  Date: 10/19/2022

  Storm Smart completed the project to the satisfaction of ****************** on 10/18/22.  We apologize for the miscommunication.

  Customer Answer

  Date: 10/20/2022

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