ComplaintsforRolling Shield Incorporated

• Initial Complaint

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  purchased remote screens for my patio in 2018. Since then, it has been a continuous number of service calls due to screen detaching from frame sides. The last service call was on 1/20/23 which 2 ex-employees came over and decided to reinstall metal columns which misaligned the structure and now 2 screens have a 3 1/2 inch gap on the bottom allowing all sorts of creatures to come into patio. In addition, now panel 2 has disconnected on one side from the track. I have called a number of times and they now blame wear and tear on a wooden patio which has warped. Surprisingly enough, this pergola has 3 steel beams sustaining the pergola so sagging or warping is not possible and the gap was not there before their service of 1/20/23. They now want to charge me for all repairs and service call fee of $150 at which time they will quote me the cost of all repairs of the incompetent repair they did in 1/20/23. When purchasing, they assured me a 10 year warranty which eventually would pro-rate, but this is poor workmanship caused by the company.

  Business response

  07/13/2023

   

  We have scheduled a visit this to review the homeowner's concerns. 

   

   

  Customer response

  07/13/2023

   
  Complaint: 20259067
  
  I am rejecting this response because:

  they said they were going to contact me to schedule a visit but no further contact has been made to schedule anything.
  Sincerely,
  
  ***********************

  Business response

  07/14/2023

   

  We spoke to the homeowner again today. She had forgotten that an appointment was scheduled on Friday. 

  Customer response

  07/14/2023

   
  Complaint: 20259067
  
  I am rejecting this response because:
  

  I was contacted this week that they would be contacting me back to schedule a visit but never got return call for scheduling of visit. The scheduled visit was only provided this morning and they are to come on 12:00 - 1:00 pm today.

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

• Initial Complaint

  06/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company installed rolling shades in my backyard, they are slanted and they are getting stuck when trying to operate. I have tried to contact the office for the last 3 months and no one ever gives me a solution The owner Mr. *********************** will never respond to any of my messages. When i speak to anyone and explain my problem they say they will call me back and never do. The customer service and professionalism is absolutely HORRIBLE!!!! I like to have my shades FIXED!!!

  Business response

  06/28/2023

  The screens were installed in May 2019. After two years, as stated in the contract, our company requires a service fee. We have tried to schedule an appointment multiple times, but the homeowner refuses to pay the service fee. We have been in business for 30 years and our clients are very important.We look forward to helping our client once the service fee is addressed. 

  Customer response

  06/28/2023

   
  Complaint: 20184537
  
  I am rejecting this response because: see attached copy of invoice and payment. 

  They originally installed my shades in 2019.

  However when they seviced the shades in January of 2023 they reinstalled them wrong. I paid for that service in good faith that t they would correct their mistake and they would come back to fix it.

  they refuse to call me or come fix what they broke!!
  
  Sincerely,
  
  ***********************

  Business response

  07/07/2023

  We are currently in communication with the homeowner to resolve the issue. We visited with the homeowner today to work on a solution. 

  Customer response

  07/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********

  We are waiting for a confirmed solution to the issue,  they came to my house an saw the issue but a final solution was not given.  They were going to speak to the owner.

  As of today I'm still waiting for a final solution.

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

  Business response

  07/12/2023

   

  We are working on a scheduling and the things necessary to complete the task. Someone will contact the homeowner by Friday.   

   

   

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contracted with Rollingshield *** to install metal vertical and electric roll down Hurricane shutters on all my windows and lanai openings on the entire house on March 11,2022. The installation was fine except for one electric roll down unit on the lanai opening. The box containing the shutter was installed uneven, not level, and not up to the soffit like the box on the opening next to it and looked very shabby. When I questioned the installer about how bad it looked he said it would not be a problem as he would come back and put a metal spacer on it to correct the problem and it would look like the other adjacent box. As of April 1, they had not returned and we left for the summer to go north thinking they were pretty busy and would eventually put it on. When we returned on Oct 4th right after Hurricane *** we had damage to our home and the wind blew out the soffit at the rear of the house. We did not notice that the *** did not put the spacer strip on until we had the soffit replaced and saw the original gap space. I called Rollingshield and explained that they did not follow putting up the spacer like they promised. They had me send pictures to them of the shutter in question which I did. After at least a week with no response from them I called them back and they said it would cost me $495 for them to put op the spacer. when I told them that there installer promised to come back and put it up and even noted the size of the spacer needed on the invoice. They said that the installer was an outside sub they were using at the time because they were so busy and that it would cost me the $495. for them to come out to install it. I tried to reason with them that even though it was a sub that they still should honor what the sub promised since they were working for his company at the time of the installation. They still insisted that it would cost me $495 for them to come out. I have not had any other contact with the *** since

  Business response

  05/10/2023

  Hello, We have reviewed what the customer has submitted. We have agreed to get the material that the customer is requesting, installed  & free of charges.

  We will be reaching out to the customer with a date/time for the service to be performed, along with an apology!

  Best regards,

  Rollingshield *** Management

  Customer response

  05/10/2023

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

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