ComplaintsforRollsecure Shutters, Inc.

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had hurricane shutters installed the week of Oct 16 2023. I was told the installers would be at my home between 8:00 a.m.and 10:00 a.m. on Oct 16, they did not show up until 2:00 that afternoon and left at 6:00 pm. Prior to them showing up I called the office and they were not only unable to contact them they also could not locate them. Then the lead person of the installers asked if they could return Tuesday Oct 17 at 8:00 a.m.which I agreed to. Then he asked if it could be earlier and I gladly agreed to that also which was to be at 7:30 a.m. Not only did they not come early, they did not show at all that day. I tried to call them but was unable to leave a message. The office also was again unable to get a hold of them or track them down. I was told by the office that if they could not get the initial crew to show up on Wednesday, they would get a different crew by 8:00 a.m. but the crew was to call first. The original crew showed up at 10:30 with no call in advance. They finished up at 2:00. I discovered a hole in the screen. They fixed that the next day. But I tried to lower the larger shutter but they lodged it up at the top and they had to come out again on Tuesday Oct 24 to fix it. The inspection was set up for Nov 17 but the office said I had to wait the entire day for them to show or I would be charged for a reschedule if I missed that. The inspector said all I had to do was call their office that morning and I would be given a one hour window. The shutter office said they were not aware of this. In total I spent 23 hours of my time waiting for scheduled times where no one showed up. My time is worth more than just an apology.

  Business response

  11/20/2023

  The installation crew was completely unprofessional and unreliable that week. They had personal family matters going on and they should not have been working, thats not meant to be an excuse for what happened, its just the truth. We should have made the decision to postpone your installation for when we had another team available after they did not show up the first day. I know you do not want any more apologies; however,I am sorry for how this installation went, it was unacceptable.
  As far as the inspector telling you his office will give you a window. I have called the Village of ****** for a window for their inspections several times and have always been told they do not provide this. We are told the Village of Esteros time frame for inspections is 8am-5pm. We have requested the inspector call on the way, some inspectors do, others do not. I agree this time frame is frustrating but unfortunately this is the same in most municipalities we do work in.  
                  I again apologize that my installers were not more respectful of your time. I would like to offer your first shutter maintenance appointment free of charge. I can have our service department reach out now to schedule this appointment for later next year. 

  Customer response

  11/21/2023

   
  Complaint: 20888490
  
  I am rejecting this response because:  The salesperson has already offered that to me when he put the buttons on after the inspector left.  The salesperson offered this to me prior to me filing this notice with the BBB.

  As far as the Village of ****** inspection office, I would like to contact the inspector that came to my home and find out why he told me that.

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

  Business response

  11/21/2023

  I have apologized and I have offered to give your first maintenance for free, you have rejected this because you say we already offered to compensate you in this way prior to you lodging a complaint with the BBB. I was not aware the salesman had offered this to you, but I am glad he recognized your time is valuable and offered this $200 voucher. Since this was already offered prior to you lodging your complaint with the BBB, and you want more, I can offer your first two maintenances free of charge for your further trouble.
  The Village of Esteros phone number is ************. The inspector is listed online as mingersoll, I do not know his full name or his phone number. 

  Customer response

  11/22/2023

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

   

  By the way, the installer never mentioned to me a family emergency.  The first day he was supposed to be here at 8:00 to 10:00 but did not come until 2:00.  He came to me around 6:00 pm and mentioned his son said they had a birthday party to go to tonight and would not be able to stay to complete the job that day. 

  Thank you RollSecure for the quick response.  It is unfortunate the installer didn't have your same response views.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered an electric shutter from Rollsecure on 8/2022. The shutter was installed 1/23/2023. I recently had the shutter closed. When I went to have the shutter rolled up it failed. I have called for service three times. Each time someone was going to return my call. It hasnt happened. The last time I was informed of service dates backed up until January. This is unacceptable.

  Business response

  09/11/2023

  I do apologize for the confusion; It is my understanding that ****** has now called and scheduled the warranty repair. I do see notes from when you called in on August 29.  For new installations we send the original installers back to complete warranty work. The installer who installed your shutters has been scheduled on a job in ****** since August 28. ******* said she did mention we would be able to schedule them to come inspect your shutter once they have completed this install.
  I do not know who you spoke with the other times you called in however I feel this is a simple miscommunication.  Our service department is booked out until January however this does not apply to your newly installed shutter, as I mentioned this shutter is covered under the installer warranty.

  Customer response

  09/15/2023

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

*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. ↩