Reliable Screens

We provided an estimate for her neighbor on 4/1/20 for work on an existing lanai. Mary also requested an estimate. Both customers signed work orders while our estimator was there. Payment options were provided. Both Mary & the neighbor paid upfront by card as the job would be done on 4/6. An aggressive call from Mary on 4/2 regarding her card being charged in full; If we didn't credit her card back immediately Mary indicated both customers would cancel. Jeff noted they both knew he was charging the full price, but to satisfy Mary, we credited both of their cards 50%. Mary stated that 3 roof panels would be provided free. The work order clearly states that she signed for 3 roof panels for $165 & crossed off bc she did not want to pay to add'l money. Mary continued to give ultimatums: indicating both jobs would be canceled if she did not get the free panels. We spoke w/the neighbor who didn't care, she just wanted her job completed. 4/6 our installer called Mary to let her know that he was doing the neighbors installation & would be at her house once finished. We rec'd another aggressive phone call from Mary stating the installer was to be at her house in the morning & had not shown up. Our office reached out to the installer to find out he was at the neighbor's finishing up. Mary stated that him being at the neighbor's 1st was completely unacceptable; we were supposed to be doing their job simultaneously. As only 1 crew was doing both jobs it was not possible to be in 2 places at once. She asked if we didn't finish her job would we be coming back on Tues and told yes. At the same time she advised we could not work past 5 bc she was leaving & she didn't trust anyone to be there during her absence. They would have to finish on Tue. Then she stated she would cancel if they could not be finished on Monday. She was advised if she canceled the job, her deposit was forfeited. Mary hung up on me. Her neighbor tried to reason with her, then Mary called the office yelling that she never said she wanted to cancel her job. Her job was completed. On 4/8 our office rec?d an email from Mary stating they were extremely happy w/the job. There was a concern about the old chair rail, stating there were 4 screw holes & asked if we could please put screws in them. On 4/9 another email was sent stating when we come out to also wipe down the alum. of all fingerprints. We went out & completed the request. We rec?d another email on 4/20, with another issue that was addressed. On 5/17, we rec?d another email with a photo indicating the roof bracket was not secure. The picture shows the 2x2 & the clip secure to the structure. We returned their call on Thurs, 5/21, and left a VM. Mary called very upset that we hadn't reached out to her. We advised there was a vm regarding their concern; and not a warranty issue, the 2x2 was secure & no reason for us to return. An email received shortly after that call stated they disagreed & wanted a review. Jeff went out on Fri, 5/22 & confirmed w/Mary the 2x2 & clip was secure & not a warranty issue. However, Mary became quite upset. She was shown everything was completed but she would not listen. Mary then calls the office saying Jeff was discussing the payment & that we no longer wanted to do business w/them, etc... None of which was said; the inv. was paid in full and the job completed. Mary wanted the owner to come out,however, he had already spoken to Jeff regarding the situation & agreed this was not a warranty issue. The lanai is secure & in code compliance.

The initial appointment that was scheduled with our office, the customer did not specify the panels that needed repaired, simply that 4 or 5 panels needed to be fixed. Our installer tried calling the customer three times and was not able to get the customer on the phone as he did not have a gate code to enter the subdivision. Chris in our office called and was able to get the customer on the phone, she obtained the gate code for installer and advised customer installer would be there momentarily. The installer arrived to the property and knocked on the front door, there was no answer. The installer at that time went around back as he thought perhaps the customer was in the back waiting for him. Customer was not in the back so the installer started to assess the job. He noticed one hanging roof panel, another roof panel that was torn down the side and two other roof panels that had holes in them. It was not until the installer had taken out the fourth panel when the customer came outside rudely asking the installer what he was doing. That's when the customer proceeded to tell the installer that she had her other 4 lower wall panels already taken care of. She also stated she was not going to pay our company for the 4 panels that were just taken out but the installer could use the material, screen, she had to put the panels back in. Our installer already had the company's screen cut and had replaced the panels with our material by the time the customer returned with her screen. The customer at that time called the office. Her call went to voicemail where she stated the installer took out half of her roof panels (which totaled more than 8 panels) and demanding payment. The manager called her immediately back allowing her to talk for over 5 minutes about the situation. She admitted she never called the office to let us know she had some of the work completed. She also stated she was not going to pay for the 6-8 panels that were taken out but would be willing to pay for 2 panels. She stated in her voicemail 6 panels were taken out, then she said 8 panels were taken out and then by the end of the voicemail she said he had taken out half of her roof. That's when I told her this installer had been with us for almost a year and we have never had an issue with him. He actually gets lot of complements, customer disconnected the call as soon as I said that. Our office attempted to call her right back unfortunately she would not answer our call, a voice mail message was left, stating we needed to address this situation to call us back or we would be forced to put a lien on her property. Our office waited several days, the customer never returned our call. I sent the lien letter on March 3, 2020 to protect our interest. March 4, 2020 I received a complaint from Home Adviser regarding this customer and again on March 5, 2020. In the Home Adviser complaint where she stated we took out between 4-6 panels, again it was only 4 panels. We received another complaint from BBB on Friday, March 6, 2020 this time stating we took out 4 panels. We take our reputation very seriously and are appalled that she would imply we treat senior citizens badly, we treat every customer the same and that's with respect and professionalism. It is our opinion she is trying to get something for free. She never specified where the panels were located, she never called the office to let us know some of the work was completed and she keeps changing how many panels were removed and replaced.