ComplaintsforScreenmobile of Memphis

• Initial Complaint

  06/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Terrible company! DO NOT DO BUSINESS WITH THEM!!! I have an unfinshed sunroom and everytime they're supposed to come out and finish the job, they give us some excuse. This has been going on for MONTHS! They never call beforehand to let us know they are delayed. I want a full refund! Please come get this c*** off of my back porch! Also talked yo ***** who hung ** in my face this morning when I asked for a refund! Just TERRIBLE and UNPROFESSIONAL! Instead of trying to fix the issue she told me she did her job.

  

  Business response

  06/15/2022

  Hello,

   I received your notice about the complaint above.

  I would like to respond. FYI the same day she wrote this her material came in. We pulled a crew off another job and got her job completed that day. The job is under *********************** so I think that must be his wife, daughter or friend.

  As far as hanging up on the customer she was not wrong. My employees do not deserve to be cussed at or talked to like dogs. 

  
  

  Hello,

  Unfortunately, we did not have any control of when the material is going to come in to complete the job. We did indeed have to reschedule your panels for your sunroom twice due to the manufacturer's delay. We did call and let you know each time that they had not arrived. The day they arrived we pulled a crew off of another job and installed it for you. We apologize for the inconvenience this caused to you. It was not intentional. 

  *****************, the owner called **************** the morning of the installation and told him that he did not think the material had arrived and that we would call him back and let him know. Yes, they were understandably disappointed. Then we called to let them know, in fact the material had not come in. They spoke with ********. As I had stated before I understand the frustration but I will not allow my employees to be screamed at over the phone. Both of my employees were in the office and heard the conversation. ******** was trying to stay calm and explain to the customer that she was calling again to tell them about the delay. After not being able to talk with all the yelling/screaming ************************* up. Then **************** called back and spoke with ***** and said "no one hangs up on my ****** wife and I want my *** **** money back. Later that day the job was installed, we invoiced the customer and he paid. 

  
  

  
  

  Please let me know if you need any other information or if this response needs to be edited in any way.

  
  

  
  

  Thank you, 

  **** Wren 

  Screenmobile of ******* 

  ************ 

  www.screenmobile.com/memphis

• Initial Complaint

  06/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We purchased tuff screens for our home 10/15/2020 with delayed installation due to COVID. We were advised by the sales representative that the screens would be replaced in the event an animal tearing the screen. That was the selling point on the tuff screen .We had one screen that was damaged by we believe a raccoon or some other wildlife. I contacted the company and I was advised that there would be a 200 dollar charge but they would replace on a certain date for 100 dollars as they would have someone in our area. This is unacceptable and not what the company representative told us. That is why we went with the tuff screen product, based on his knowledge and reassurance. We paid $513.60 for all of our screens so why would we pay 100 dollars or 200 dollars for one screen. We are first time customers and were pleased with the service until we found out that the tuff screen product is no better than a regular screen product. We just want our one screen replaced as we were told.

  

  Business response

  06/22/2021

  Business Response /* (1000, 5, 2021/06/15) */ Mrs. H*****, I am so sorry for the misunderstanding. We can set up an appointment to come out and fix the screen at no charge. We do not offer any screen to be fixed at not charge if a pet goes through it however if that is what you were told we will definitely ***** that. I will be in touch with you today to get this taken care of for you and I do apologize for the inconvenience. Your business is very important to us! Consumer Response /* (2000, 7, 2021/06/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) My screen repair has been completed. I received excellent customer service and the installer , *****, was very professional, courteous and fast. He was an excellent representative of this company as well as **** and ****** who assisted in the resolution of my initial issues. It is awesome to have a company to stand behind their products and installation. I highly recommend this Business for all of your screen installation or repairs.

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