Complaints

• Initial Complaint

  11/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 31 2024 Screen owner ***** ******** explained the reason pool screen kept coming apart was due too " wrong Spline was used"His words "spline needed was a thick spline"Within 2 weeks most all top screens were down. We called many times. He finally came and we asked to put back all screens he charged $2,400. Asap.He stated would put back all screens back for free only if we first find out if an animal or raccoons were doing this damage then he would fix that problem for free.We did find out raccoons were around and paid too have traps which we did 2 weeks later called him and he kept making excuses he was busy then hurricane happened. No neighbors were hit as far as their pool screens were all still up.He came Nov 24 months later stating he broke his hand he was busy on and many phone calls ******** a screen owner he had this *** ******* putting screens up not himself since he was the owner. He finally came yesterday months later since he hurt his shoulder stating he may have to get out of business. Yet we found his flyer in ******* on November 24th advertising his screen business He came yesterday and said he would not do the job or give any discount since the raccoons was the reason.Months later hurricane happened. Blamed everything except that this wide spline was the reason his work was the right way to put up screens in the 1st place.***** should atleast given major discount since $2400.00 Was extremely expensive for a 2 hour job..Screens only lasted approximately 2 weeks. He should be denied having this business and no one in their right mind should hire this man. He denied everything he originally said "That the reason why we had problems with our screens was that other screen businesses had the wrong spline in that his wide spline would have our screens stay in.We wrote this complaint so other customers would not waste their money.Very bad expensive experience. Do Not Use ***** ******** busin 'Screen Force USA ************

  Business response

  12/21/2024

  More
  To Whom This May Concern, 
  
  This is my response to Mr. ******* complaint made on November 24, 2024.
  
  As can clearly be seen from Mr. ******* own account of this matter, weeks after our installation, animals were responsible for all screen damage to his enclosure. Screen installers are never responsible for damage caused by animals or high wind events. This alone could be my response, resulting in this matter being dismissed. Nonetheless, I will provide further elaboration on background events and provide specific details.    
  
  When Mr. ****** first showed me his enclosure, there was spline falling out in numerous places all over his enclosure because the former installers had unwisely used an incorrect smaller spline on their install, so I showed Mr. ****** the large spline that I planned to use.  
  
  Before beginning installation of all of Mr. ******* top screens on the enclosure, I made it clear that the only kind of spline (the rubber gasket which attaches the screening to a metal frame) that could be used for his installation would have to be round spline. I further explained that round spline is by nature very fragile, but it is the only kind that could be installed properly in his type of metal.  As I explained to Mr. ******* virtually all aluminum screen enclosures today are extruded and therefore use the new technology, flat spine, which has taken the place of round spline because it is much more effective. Mr. ******* style of metal requires the older style of spline, which is by nature very finicky and he seemed to understand and appreciate the explanation.
  
  The ******* frequently travel, and when they returned some weeks later, after the installation had been completed, Mr. ****** called to tell me several areas had developed issues. I met with him on September 15, and arrived at 9:45 AM. I saw the rubber spline was literally pulled out and had fallen near the middle of each screen this clearly indicated Mr. ****** had animals causing these problems. I felt bad for him having to address this new damage right after getting everything repaired, so I expressed my willingness to repair the affected area with a single run of screen - even though this damage was in no way caused by workmanship. In fact, I told him I couldnt do the repair until after he got rid of the animals that had caused this, or the problem would just keep happening and he would constantly need repairs made. 
  
  I waited to hear back from Mr. ****** and weeks later, since I hadnt heard from him, I initiated a text trying to coordinate my coming over to make the repair - assuming he had been able to get rid of the nuisance animals.  
  
  Mr. ****** got back to me on October 12 and let me know exterminators had been trapping animals for three weeks, and that over the last five days they had trapped none. Although I was glad to hear he had found a way to get rid of the animals, I explained I was now concerned there may have been additional damage due to two recent wind events given the already vulnerable state of the screen enclosure from damage by the animals. 
  
  Although I wanted to follow through on our offer to repair a single run of his screen, I had recently taken a fall from a 12 foot ladder, damaging my shoulder and finger (not thumb as he has stated). As Ive already mentioned, Mr. ****** travels a lot and on November 5 stated he would be out of town until November 22 and asked if I would like to meet with him on November 25, a Monday. This date was now more than two months since he initially showed me the damage animals had done to his new screening. 
  
  Mr. ****** ended up meeting a day early, on Sunday, November 24. When I reviewed the screens I saw I had been correct and predicting that over the last two months animals and strong winds had combined to cause additional damage, dislodging  every single spline run in every single row. I explained this degree of repair was clearly well beyond the scope of the goodness of my heart offer Id originally made to him - to repair only one row. 
  
  It is unfortunate the screening company that worked for Mr. ****** before he hired us chose to use a very small diameter spline to install his screening,  which caused screens to fall out literally all over the place, especially when they were weakened or pushed through entirely by wild animals that roam nearby. I can understand his frustration in having to pay another company to fix the first companys mistakes. I can also understand the frustration he must feel in trying to round up all the raccoons and other animals that repeatedly damage his screening, as well as having many screens that typically wouldve held firm be pushed out by strong winds simply because they had been previously weakened by animals pushing against them. 
  
  I wish Mr. ****** all the best and hope he keeps the raccoons/animals away so h*** have success in keeping his screening intact.
  
  One last point, although Mr. ****** indicated this job took two hours, it in fact took almost 8 hours. On the first day, we worked for six hours (and had to stop at 1:30 due to rain). On the second day, we worked two additional hours (as indicated by my text threads with Mr. ******** After we finished the work, Mr. ******* son met us to review the work and to pay us because Mr. ****** was again out of town.  
  
  In summary, I have answered 100% of Mr. ******* calls/texts as indicated by my text threads and by Mr. ******* own account. My *********************** and really any screening company, has no responsibility or culpability when animals or strong winds push against screens and cause damage. Lastly, please note that there is not one word from Mr. ****** indicating any issue of workmanship. 
  
  If you have any questions, I can be reached by phone, I answer all of my calls.

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