ComplaintsforStorm Smart SE, LLC

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Storm Smart sold me Hurricane windows instead of Sound Proof windows as I requested. Salesperson didn't know what he was selling, never heard from him again after installation. Windows were scratched (probably from another person's order to slip them past me), was promised new replacements, they were order and didn't show up to reinstall them in a timely manner due to excuse after excuse (Lost, installer quit on the day of replacement) and other massive employee turnover. They are making their problems our problem and they the permit with the county has remained open now for over two years..This has been going on two years now of them promising to resolve it, and we haven't been able to fully reinstall the alarm system, so this has also been a safety issue for our family to. For two years we have been asking for a manager with authority to resolve this and didn't get someone identifying as a manager until yesterday 4/1/2024. Now they are saying they don't know if the scratches are covered under warranty and want to come back out yet again and waste our time to look at them AGAIN, when they already have the photos and measurements.It is unacceptable and bad business and I feel they are trying to take advantage of me and the the situation. I have already paid the balance for the non-scratched windows so the only option left if they call us back again, is to credit the balance we owe, or replace the windows as originally promised. The problem remains though, we don't want this dragged on again, they have zero credibility left. If they replace the scratched windows they tried to slip past me ASAP, I will pay the balance owed as I have repeatedly stated for two years. Otherwise credit the balance for all the time and I have wasted and stress this has caused in our household at this point.

  

  Business response

  05/15/2024

  Storm Smart has been in contact with the customer to schedule an assessment and resolution. We are waiting on the customer to agree to an appointment date.

  Customer response

  05/16/2024

   
  Complaint: 21650855
  
  I am rejecting this response because: them making an appointment to come to my house again is not a resolution.  I will accept the appointment, but I either want my scratched windows replace and re-ordered as they did before or the invoice zeroed out.
  
  Sincerely,
  
  *****************************

  

  Business response

  06/12/2024

  Storm Smart has addressed the issues and the customer is satisfied with the outcome.

  Customer response

  06/13/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  10/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We signed a contract on May 1st 2023 to have storm screens, an impact window and an impact entry door installed on my home. Screens were to be delivered in 10 to 14 weeks and window and door were to be delivered in 21 to ************************************************* the 10 to 14 weeks time frame. On September 22nd I called Storm Smart and asked about the entry door permit which had not been applied for to the city. I was told that it was with the permit with the window. Company representative advised me he would look into it. He called back and told me that door wasnt ordered and that it would be. After many calls to Storm Smart and getting no answers as to if it was ordered and when it would arrive, on October 17th I was told that door should arrive on about the first week of November. I asked about window installation at that time and was told that I would be emailed with that information in 24 to 48 hours. No email no call no information. I again called them on October 24th and was told they had no additional information about installation of window or door. Its been ******************************************************************** 26 weeks. Im fed up with this company and not hearing anything about my project. They appear to not care. Im a patient man but they pushed me to my limits, I want to know when my door and window will be installed and if they a the same as I ordered on May 1st.

  

  Business response

  11/02/2023

  Storm Smart has been in contact with ******************** communicating due dates for his products. The door is expected to arrive the week of November 13th and the window is due in on November 16th. We will contact him by the end of next week to schedule installation.

  Customer response

  11/03/2023

   
  Complaint: 20776753
  
  I am rejecting this response because: when the door and window are installed and are the correct ones per our contract and are approved by the building ********** of ********** , I will be satisfied.
  
  Sincerely,
  
  *******************************

  

  Business response

  11/22/2023

  All products have arrived at our warehouse in *************** and will be installed the week of December 4th.

  Customer response

  11/22/2023

   
  Complaint: 20776753
  
  I am rejecting this response because:
  Job is not complete at this time. Ask when it is done
  Sincerely,
  
  *******************************

  

  Business response

  12/12/2023

  The window and door installation was completed on 12/6/23. Final inspection is pending.

  Customer response

  12/17/2023

   
  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. After over 200 days of waiting to have my door and window replaced they came on December 5th and completed the job, they were supposed to come on December 4th but cancelled at the last minute. They brought installers from Fort Myerss to do the job and they were excellent. Good product but the office help left a lot to be desired too many promises but no action.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  09/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Storm smart was hired to install 3 motorized roll down hurricane screens on our patio. The contract was signed 5/5 with an estimated completion date of ***** weeks. They installed 2 screens on 8/8, but the 3rd was the wrong size. I have been trying to contact them ever since to find out what the plan is to finish the project. Spoke to one woman (*******) who told me the screen would arrive last Tuesday (8/29) and she would call for scheduling. That never happened. I called the main office number today (9/5) and was told there is no eta on when they would receive the screen from the manufacturer. It does not seem that this company is concerned about finishing this project, but I am as the product weve paid for them to install is meant to protect our house from hurricane force winds and we are now in the peak of hurricane season. I would like for them to finish this project ASAP. Project name: ***** Address: ******************************************************

  

  Business response

  09/13/2023

  Storm Smart has received the needed materials and has schedule an installation with the customer.

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In or around the month of April 2023 we added to existing Storm smart hurricane screens bought in January of 2023 a manual opening system. After insallation we noticed that one corner on both screens did not close all the way down as they had before.We reported this to StormSmart and waited for over a month for someone to review. We had left specific details regarding this problem. A person came out but no repair was done. Again I called ( June ) to tell them that the repair was not complete. I called numerous times again to get a resolution, finally getting a supervisor to go look at the repairs needed. The supervisor was out to the location called me and stated that they will have someone out to remedy the situation.It has been over 3 weeks since the supervisor was there and the repair has not been completed.I need to have this resolved ASAP, before any hurricanes develop.

  

  Business response

  08/03/2023

  Storm Smart sent a technician and has corrected the issues.

• Initial Complaint

  07/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Full house window replacement (14) purchased May ************* were installed within six months. All work was satisfactory. We requested service March 2022 to adjust window drops and the failure of one fixed window. No response.A second call June 21st secured an appointment. On June 27th windows were adjusted and the failure of the window was noted and photographed by Storm Smart staff. There was no follow up.July 15th I called for an update on replacement. No response. Several subsequent calls yielded the same. This continued with inquiries including a website service request. No responses. Hurricane *** arrived.A letter to ******************* on October 3rd provided no response.A call from **** on October 5th was to schedule a service call and the window replacement. The serviceman arrived on October 11th at ****am. He checked the project and stated/showed that the window replacement was already failed. He took photos and would relate issue to superiors. No follow up.Calls since October are documented and without reply.Latest calls - July 13th have yet to yield results. I would like the warranty work completed satisfactorily and to have confidence that Storm Smart will stand by its work and advertising.

  

  Business response

  08/15/2023

   

   

  Storm Smart has emailed and called the customer after the complaint but has not been able to connect. We have reordered the glass with a rush with order number below.

  I have placed V2DWT7 to get you new glass and beading.
  
  I would like the current glass back once you receive it. I did request a 5 day glass rush on this one.
  
  Best Regards,
  
  ******************* | **************** Representative 
  ***************************** 
  
  16341 ***************
  **************, ** 33912
  Main: ************ ext:4338
  Direct: ************

  Customer response

  08/15/2023

   
  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.
  I have not yet heard from Storm Smart.  My mobile is ************. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had storm smart install lanai shades and in the last 2 weeks the shades are out of alignment and dropping unexpectedly etc. I have called a few times to get a technician here to resolve this issue to no avail. It is under warranty right now and been fully paid for so we expect storm smart to resolve this problem. If it continues operating as is there will most definatly be future issues other than this one.

  

  Business response

  07/09/2023

  The customer's Service Appointment was completed back in April.  

• Initial Complaint

  11/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had storm smart shades installed november 2. During install they put a slash in our screen. We contacted or tried to contact immediately and only when they realized installers had not received rest of payment did they return a call and set a date to come and repair. Did not show up. The inspection took place shortly after. We finally received a call to come and repair screen and affix side brqckets after inspection november 29. They did not show up.

  

  Business response

  12/14/2022

  Storm Smart will work with the customer at their convenience to finish the job.

• Initial Complaint

  11/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase a Storm Smart roll down hurricane shutter in Late July 2022. On September 28 we got hit with hurricane ***. The storm curtain sustained storm damage. We called storm smart to send a service person to give a cost estimate for repair which came out to close to the purchase price of ******+. They say repair is not cover because the storm is an act of God. Isnt every weather event an act of god . The storm shutter is supposed to withstand 150 mph wind but it did not. They said if they were to replace every damaged storm shutter they would be out of business.

  

  Business response

  12/22/2022

  Hi Brea:

   

  I just wanted to let you know I have talked to ***************************** today, and we are working on a mutually agreeable solution.

   
  *****************************
  |
  SVP Sales & Service 
  

  
  

*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. ↩