Complaints

• Initial Complaint

  10/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They were great while they were taking my money, but after that they were full of excuses.Ive been a contractor for 20 years and Ive never seen such unprofessional work and ethics.They demanded payment before I could even see the screens I paid for.After I made the payment, they allowed me in their gated property to pick up the screens.The new screens were twisted and tightly warped, but I gave them the benefit of the doubtWhen I went to install them at my customers house,every screen had had a problem.Some of them were not square,because the screen was way too tight on the frame they had built.Some had the screen material installed at an angle and were not square with the frame.All the sizing was slightly off, even though I had left them with the old screens, so they could make them to the exact size.They came and spent hours trying to fix them, but gave up and could not get them right.I went back to check their work and most of the screens had left a gap on the window that was big enough for insects to crawl through.Most of the others were so tight they had to be forced into place,and did not fit properly,so that the customer could not get them in and out to clean them. After calling again,to tell the lady the problem,she answered and said she would call the owner to see what to do. After weeks of not hearing from her,I tried calling back to see what was going on. For the first time, she no longer answered my calls.I finally called from a different phone number and she picked up.I told her who I was and immediately she said there was nothing she could do.After stuttering her way around the conversation, she said it was the windows.I stated that the screens fit perfectly before and I just brought them in to be redone.The only reason I was having them redone was because they were weathered,and not because the frames were damaged. I bought hundreds of screens and never seen such poor quality of workmanship and materials.She did not have anything else to say.

  

  Business response

  10/18/2023

  Hi, we have reached out a long time ago to offer a refund and you have never responded. Also, we have spent several hours attempting to satisfy your customer which unfortunately seems impossible. There are unfortunately those customers that you can never satisfy. 99% of our customers are very happy with our work as you can see in the majority of reviews.

  Customer response

  10/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  A refund was never offered, and I tried to contact the company but they would not respond to me. If I get my refund, I will close this complaint as resolved and not published, otherwise it will remain on the file.
  
  Regards,
  
  *********************
  

  

  Business response

  10/30/2023

  Hi, 

  I just attached a photo of the email ***** sent offering a refund on August 7th. 
  

  Thank you 

  Customer response

  11/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  I never received  an email from the business.  I spoke to them on the phone and they told me that the owner responded saying there was nothing he was willing to do and that it was the customers windows that was the problem. I had issues with all the screens that were made by Sreenmobile for this customers home. Because they were built incorrectly, the customer cannot take them out on her own. The purpose of my complaint is to I form the public of your poor workmanship ethics to same others from going through what I went through  with Sreenmobile. 
  
  Regards,
  
  *********************

  
  

*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. ↩