Complaints

This profile includes complaints for Shutters 9-1-1's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Shutters 9-1-1 has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Shutters 9-1-1

  328 Tamiami Trl STE A Port Charlotte, FL 33953-4504

• 

  Shutters 9-1-1

  22454 Glass Ln Punta Gorda, FL 33980-2070

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:02/09/2024

  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 hired 911 shutters to install sliding shutters around my lanai. The sales person ******* promised to switch the lanai door that was swinging opening outside to swinging opening inside the lanai space so the track could be placed outside the door. I agreed to hire them because he promised the company would take care of the door adjustment which was agreed to before I agreed to their $7,008.00 fee. Im a senior citizen and a woman who needs things to operate smoothly. He promised me it would be simple when completed . All I needed to do is open and close the shutters and lock them with a key , thats all. I gave him $3,504 .00 as a deposit and would pay the other half upon completion of the job .******* thought I was not at home when he and his worker arrived to begin installation but I was inside and could hear all conversations. For the next few days he came by, he was belligerent and yelling at his worker in an appalling way that shocked me. He had a bad temper and was not happy with the co workers quality of work . I lost confidence in the companys skill. Upon completion, he contacted me and showed me what he did . He did not change the door direction from swinging out to in as promised , instead he took the liberty to cut ************ ( which he now damaged ) outside which was to be one long piece and handed me a bag of screws. He told me Id need to store the piece he cut and when I needed to use the shutters to place the piece back , get a drill with a special head and drill the piece into the cement with screws . I was in shock. This was not our agreement. I contacted them and ****** answered. I told her that the owner needs to replace the track . It needs to be one piece. She hung up on me . My husband spoke to the owner , he wanted payment up front before he fixes his mistake . The track needs to be replaced and charges for door adjustment which I have to pay out of pocket now needs be omitted off the balance.

  Business Response

  Date: 02/20/2024

  My name is ***************************, lead installer and sales representative for Shutters 911. Please accept this formal reply to complaint ID# ********.
  
  On September 25, 2023, I met with *************** to provide an estimate for hurricane shutters for the back lanai of her home. We discussed product options before agreeing on accordion shutters that would be installed on the outside of her lanai to close it off so that everything could be left inside the lanai in the event of a storm. When accordion shutters run across a lanai opening rather than a window, there is a floor track that must be placed down for the accordion to run through. As we discussed the job details, I explained to ************** that because her screen door was an outswing door that she would have to have an approximately 36 piece of removable track so that she could still have use of the door. This is very common as many people have outswing patio doors.I explained to her that if she wanted to have a full solid piece of floor track, that she would have to have someone replace the door with an inswing door. I advised her that this is not in the scope of services that Shutters 9-1-1 offers. She agreed to these terms, signed the contract, and made the necessary deposit to get the process started.
  
  On Friday January 12, 2024, the job was scheduled for installation. My helper **** and I arrived at the home between 12:30 and 2:30 that afternoon. Upon arrival,I greeted her, and we reviewed the installation procedure, permit, and inspection processes. As we were doing this, I noticed that she had not had the door replaced with an inswing door. *************** did recall that I had advised her about the door. Unfortunately, the install ran late towards dark, so we were not going to be able to finish the install that day. Towards the end of our time there, *************** came out and noticed that her door could not open because of the accordion floor track in front of her screen door. I again explained that I was going to have to cut it and make it removable and there would be anchors in the floor. This meant that they would have to s**** this 36 section down when the accordion shutters needed to be closed in the event of a storm.She did express that she was not fond of this, so I called the owner to ask him if there was a possible way to flip the screen door myself as customer service is one of our main goals at Shutters 9-1-1. After speaking with the owner, he confirmed there was not a way to do this with the style of door they have. I then explained this to her once again and why the removable track was necessary. Approximately 30 to 45 minutes before we wrapped all our stuff up for that day, she advised us that she was leaving to run into town. I told her we would be back the following week. She said that was fine and to call to let her know when we would be coming back.
  
  On Wednesday January 17th, I called *************** to head over to finish the installation. I called her three times and left a voicemail that **** &I were on our way to complete the installation for inspection. We had not received a call back from her prior to arrival, so I walked up to the front door and knocked twice in a 10-minute timeframe with no answer. Since we had so little to do to complete the job, we decided to go ahead and do the remaining work. I did bring out my small DeWalt jobsite radio and played music as we worked. **** and I have worked together for several years. I have trained him myself to become an installer and he is experienced enough to be a lead installer himself. I have no reason to belittle or talk down to him as he knows what is expected when it comes to proficiency on a jobsite and working as a team, another Shutters 9-1-1 policy. The following day, Thursday January 18th, we were scheduled to return to her house and give a final walkthrough of how to use and maintain the newly installed accordion shutters. After arrival, we went over maintenance and revisited the subject of the removable piece of floor track. We explained to *************** how they would have to remove the #3 ******** head screws out of the floor with a screwdriver or drill driver, place the 36piece of track down, and s**** the screws back in. *************** said that we would need to come back when her husband was home and explain to him how everything worked because she would not be able to remember all the steps. She also indicated that she was going to wait to pay her final balance until after the inspection.
  
  The inspection was scheduled for January 23, 2024. The installation passed with no issues thru the Charlotte ************************** and meets all engineering and installation codes. A written request for final balance due was then mailed to the customer.
  
  On January 30, 2023, the office received a phone call that the Grants were not happy with the removable piece of track and would not be paying their final balance of $3,504.00. The owner of Shutters 9-1-1 called and spoke to ************** on Tuesday February 6, 2024, and they reached an agreement that the balance would be paid on the 10th. As a courtesy to the customer, the owner advised ************** that once the screen door was converted to inswing, Shutters 9-1-1 would replace the floor track to one piece at no additional charge. At no point did Shutters 9-1-1 agree to change out the screen door as this is not in the scope of work that we do. At 4:55pm that same day, *************** called in screaming at the office staff that they would not be paying the bill until the track had been replaced and the door was changed. **** took all the information to give to the owner and offered to have him call her back. *************** indicated that she did not want a call back. All information from the 10-minute rant was relayed to the owner. All calls at Shutters 9-1-1 are monitored for training purposes and it has been confirmed that *************** was not hung up on and **** handled her call in a professional manner.
  
  In conclusion, *************** was advised that the floor track would be removeable at the screen door location on more than one occasion. Additionally, *************** was instructed on removal & reinstallation of the track on more than one occasion. **************** is ********************* TOP PRIORITY! As discussed with **************, the track will be replaced to one piece after the customer has paid the final balance and they have completed the screen door conversion.
  
  

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 21259102
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************