ComplaintsforBoss Security Screens

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Screen door was purchased March 16, 2023.Quoted to be installed approximately 8 weeks.Amount Quoted $2,429.00 Gave a deposit of $1,214.50 at time of purchase (3/16/2023)Company contacted many times, many excuses, Door installed and paid in full August 2023 way beyond the 8 weeks we were quoted. We then ordered a window screen to maybe see if they can fulfill there obligation and redeem their reputation. They did not, We ordered the window screen in November ***************************** February 2024. I would sincerely like to receive a refund of half my money paid which at this time equals approximately $2,000.

  

  Business response

  02/26/2024

  Thank you for expressing your concerns. 
  Unfortunately due to the manufacturing process being out of our hands we are unable to control their lead time which is why all our timelines are estimated only, this is clearly stated on both the front and back of the contract. 
  We did get your window to us as soon as possible and apologized for the inconveniences you incurred. We also kept you up to date with the production process and let you know as soon as we were able to install, as well as providing a reserved date to ensure no further delays. 
  Since you still have an outstanding balance with us I will waive that amount so your account is now current and closed with us. ?I apologize for the delay and the inconvenience, if you would like a copy of the contract please let us know and we can email it or mail it over to you. 

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 19th measure and create my order.6 windows & 1 slider; Total 12, 897$October 12th [142 days 20 weeks 10weeks overdue] 5 windows & 1 slider installed Front window missing. November 3rd install missing window [see image]oSuggested they come whenever they can and look at window and call to discuss 8th told by ******************** the tech tried calling and knocking but couldnt reach me. He fixed the issues with your screens.oAt no time did I give permission to alter anything attached to my home.?My suggestion was to call and discuss oThe issues were not explained prior to modifying or post modification to my understanding.*** was referred to as a fix and explained as a necessity due to the window ledge ?When asked if its a routine application for this type of window why was it not done during installation [but rather left with a large gap] and why couldnt the oversight be immediately identified in the images [but rather framed as an issue requiring discussion to determine the fix] I received an evasive response not directly addressing any of my questions.December 2nd Please elevate. You did not address any of my statements emailed to ***********************, administrative support specialist.I asked an acquaintance who offered to assist with reading the drawing sent as it relates to my questions. His feedback Regarding the bowing and patch job, his opinion was there was a mistake with the installation that created the bowing. He could not speak confidently to the integrity of the security the screen is supposed to offer. Looks like a rush job. There are design differences from other 5 screens such as the large holes in the frame and this black rubber that doesnt fit in the frame and bows outward, as well as the seams are not clean and smooth. January 19th no reply for next level of customer service support.7 Months today from original order date and 3 months from installation date No accountability. No transparency. Evasive. Dismissive.

  

  Business response

  01/20/2024

  Hi *****, 

   

  We have attempted to contact you multiple times to have someone come out and address your issues with the order. Including having one of our team join your friend/independent contractor to provide assistance and discuss the problems with the installation, however we have had no response back regarding this and no communication about us having someone come out to you. 
  I would happily have this taken care of including remaking the order to satisfy the areas of concern if they are unable to be addressed on site. 
  I will reach out on Monday to set up this with you. 
  Thank you

   

  *******************

  Customer response

  01/22/2024

  I sent a detailed timeline. I requested my concerns be elevated. I am still awaiting the fulfillment of this request. This reply was not the answers to my questions. I have answered every communication in as timely a manner as any person who works graveyard shifs. I can provide the actual communication for your review if you prefer. My responses were detailed. Critical questions remain unanswered. Note I offered to conced if you could produce an image of another job that required this manuever so I can verify what I was being told, to no avail. Please take the time to address my concerns in writing for the purpose of accountability as I am no longer confident your intentions are good natured. Had I been included in the resolution with transparency,  versus the actions taken, my perspective would be different. You may send the remaining balance, MINUS the window in which I am expressing concerns, to geensky if you wish. Someone should want to speak to EVERYTHING that occurred with transparency. Please and thank you. 

  Customer response

  01/22/2024

   
  Complaint: 21169784
  
  I am rejecting this response because:

  I sent a detailed timeline. I requested my concerns be elevated. I am still awaiting the fulfillment of this request. This reply was not the answers to my questions. I have answered every communication in as timely a manner as any person who works graveyard shifs. I can provide the actual communication for your review if you prefer. My responses were detailed. Critical questions remain unanswered. Note I offered to conced if you could produce an image of another job that required this manuever so I can verify what I was being told, to no avail. Please take the time to address my concerns in writing for the purpose of accountability as I am no longer confident your intentions are good natured. Had I been included in the resolution with transparency,  versus the actions taken, my perspective would be different. You may send the remaining balance, MINUS the window in which I am expressing concerns, to geensky if you wish. Someone should want to speak to EVERYTHING that occurred with transparency. Please and thank you.

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

  

  Business response

  01/22/2024

  Hi *****, 

  Apologies for this and your disappointment with the project. 
  As previously stated we would like to have one of our senior technicians take a look and see how it can be remedied and well as take additional measurements as needed. I will also be informing our lead technician in ********* of the problem so he can also advise. 

  I will have the team reach out today to organize our senior tech take a look at the problems you are having and provide solutions that work for you. 

   

  Thank you for working with us on this. If you would prefer to have him just take a look at the pictures you provided that can be done too since I know you work graveyard shifts so availability is limited. 

  *******************
  
  

  Customer response

  01/31/2024

   
  Complaint: 21169784
  

  I am rejecting this response because: see attachment 

  I requested my complaint be elevated. When I did not receive communication from a superior I reached out to the BBB. I have provided proof of this communication. Kindly provide proof an escalation occurred after my request please. Also, please send payment request for portion of project I have approved, which consists of all but 1 screen.

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

  

  Business response

  02/01/2024

  Hi *****, 

  The issue has been escalated to both myself (***********************) and also our senior technician Nodir. He will be stopping by your home to address the issues. 

  My personal cell ends 4595 which you have responded to correspondence at. 

   

  Thank you

   

  Customer response

  02/07/2024

   
  Complaint: 21169784
  
  I am rejecting this response because Boss Security Screens sent a certified letter threatening to place a lean against my home after I report to the BBB.

  I have submitted proof of written communication with BSS contact *********************** 12/2 1957 "Please elevate. You did not address any of my statements.". Followed by customer feedback on the ******************** platform about my experience approximately 12 weeks later after request was not honored. 

  I acknowledge response to written communication sent by **********; via SMS 1/23 **********. I do not recall ***** acknowledging my request to elevate or her status as superior taking over per escalation process. Despite this I responded immediately to her communication and have participated in the resolution process. 

  
  Looking forward to meeting with tech,
  
  *************************

  

  Business response

  03/12/2024

  Hi *****, 

  I understand that myself (*****) and you are working hard to have our senior tech come out to take a look and also fix any issues you're having. He's currently on the schedule for Thursday in the afternoon. Once we have completed the appointment we can see what the next steps are with your install. 
  Thank you

• Initial Complaint

  10/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered custom screen doors on 11/28/2022. I keep reaching out to the company for information and all I hear is they will look into it and get back to me. They never get back to me. I asked for a refund twice and they completely ignored the request.

  Customer response

  10/24/2023

  I have received a refund, please close the complaint.

• Initial Complaint

  07/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase security screens, January 1, 2023. I had an estimated time for install 8 to 10 weeks. I had a schedule install date of March 13, 2023. I received a call, informing me that they couldnt install the screens due to a problem with shipping on the on 13th. Its been a back-and-forth battle with this company, trying to get all my screens installed. So weve been at it trying to get the screens installed for six months now I dont know where the end is if its gonna be next year or what. could you please help me

  

  Business response

  07/11/2023

  Apologies for the manufacturing errors and delays on which we are working to resolve.
  We have been provided a ship date of July 24th of which we are working to ensure the factory keep to the dates they provide.
  We apologize for any inconvenience this has caused and we will ensure you as a client is kept informed of any further developments.

  Customer response

  07/11/2023

   
  Complaint: 20295157
  
  I am rejecting this response because:
  The screen where done in Mach they failed as a business to fulfill there end of the contract. An due there mistake with measurement. Set my end stall even further back. I fill like Im paying for unprofessional labor. An I fill it need removed 
  Sincerely,
  
  *******************

  

  Business response

  08/10/2023

  Good morning

   

  We are currently working with the client to complete the order. He has the order installed however there is an issue with the locking system we are working to resolve. 

  His invoice will be amended accordingly once complete

  Thank you

  Customer response

  08/22/2023

   
  Complaint: 20295157
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  There was another failed attempt to complete my order.  All the screens are installed, but I was given the wrong screen. The middle screen needs a lock for access to clean the window from the outside second wall Saturday comes they try to re-key. My locks with new locks changed out the back screens, but sent the wrong lock for the front screen. they wanted their technician. To drill a hole into the screen to add a lock and thats not how it comes from the manufacture. so here has another temp to cut corners. Instead of doing the job correctly.

  

  Business response

  08/22/2023

  We are working on a solution with the client and manufacturer. Management are looking into the situation with the locks and how to remedy while also keeping the window secured. 

  Customer response

  09/04/2023

   
  Complaint: 20295157
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  I should be having a meeting with management today *****. To come up with a solution for why my screen arent complete yet. Just received a call from *****. Saying she wouldnt be able to make it. And this is a date that she set up. This make nine months on a **** week contract. What a joke

  

  Business response

  09/19/2023

  Good morning

  We spoke with client, the *** discussed with him. Our manufacturer sent the final piece needed to complete install today via ****** Once received we will schedule to finish the install

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a Double Screen French Door 72" W x 96" H on June 16,2022. The invoice indicated that the turnaround time will be ***** weeks. On 7/4/2022 1:59:27 PM we received an email from *********************** stating; Hi. wrote up the contract and the office will email it to you. Sign and send back and they will schedule the final measure. thank you have a nice day. ***. On 7/4/2022 3:40:35 PM we received a docusign email from ******************* stating: 4_4_signed_security_screen_purchased_and_installation_agreement. We signed it and email it back. At 7/4/2022 10:40:38 PM we received an email from ******************* stating: all parties have completed docusign. On 7/8/2022 we send a down payment of $1900.00 and received a receipt of payment from boss security screens. On 8/5/2022 an email stating: just a quick update. your screen are still with the factory. We will keep you posted. if you have any questions please me know. have nice day! admin team. 8/6/22 we received an email from lyssa stating: according to your sales agreement, your screens can take ***** weeks from final measure date. they would put us in early November 2022 at the earliest. if we get anything earlier we will let you know. on 8/19/22, 10/28/22 we received an emai from admin team stating that my order is still with the factory. on 11/11/22 an email saying, Almost there! factory is still producing your order. 11/25/22 an email saying finish line is near. 12/9/22 an email saying, we are just waiting for the factory to mark your order as crated. On 1/2/23 we email them and ask for the refund of our money so we can all move on. then I received a call flowers saying that coo will call me regarding my issue. On 1/6/23 II spoke to coo *****, all she can tell me are excuses and blaming the company who are actually working on the screen doors. she stated that more info will provided after she talk to the company, no info provided, 1/17/23 I called ***** no answer, she text me and again more excuses...Give me my money back!!!!

  

  Business response

  01/24/2023

  To Whom It May Concern,
  
  
  I'm unable to attach the records pertaining to this customer but we submitted them separately by email to your office.  We've placed his order with the factory and due to supply chain issues the production was delayed.  
  
  
  The latest update from the factory was that they will be shipping it out by February 13 at the latest.  We agreed to install it by February 28 and communicated with the client accordingly. 
  

  Customer response

  01/25/2023

   
  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.

  Additionally...as phoncon on 2/23/23 with Mr. ******************* (owner Boss Security) and I agreed  that the doors will be installed by Feb. 28, 2023 at the latest if not earlier.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased Screens from Boss on 4/21/22. We were told they should be installed by August 2022 and that we would receive periodic emails from the the factory.On 6/22/2022 we added the front door to our order. The sales rep said this would not change our installation date. The company would make 2 separate installations if necessary.On Sept. 23 2022 we received the following email.Finish line is near!Thank you for your business! Admin Team. On Oct. 7 we received We are just waiting for the factory to mark your order as crated. As soon as they have, we will let you know!Please disregard this message if you have already received the notice of your order being crated.Thank you for your patience and we look forward to seeing you soon!Admin Team On Nov 11 I sent an email to the owner of the company, *******************. We order our screens In April 2022.Last month on October 7th we got an email saying we are just waiting for your order to be crated.We are looking for an update but no one is getting back to us. We would appreciate any feedback you could give us.We received the following email back:HiPaul,After looking into your account I see we have a shipping date for you of 11/28.Once we get your order in we will contact you to schedule installation.Thank you,Lyssa Boss Team On Dec 12 I sent an email saying: I have not received anything from the factory or Boss informing me our screens have been shipped.Can you please look into this and let me know the status of our screens.Thank you for your help. On Dec 12 I received:Good morning,We are receiving one of the trucks this week and another next week so as soon as it's in our warehouse we will let you know so we can get you scheduled.Thank you ******************* on about Dec12 I received a phone call from a rep named "Flower" informing me that our order won't be shipped until Jan.2 2023. The owned is aware of this and is watching my order. I have not received any other communications from anyone in the company.

*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. ↩