Reliable Screens Inc

"Once the job was completed we received an email stating the job looked great but they noticed there were 4 screw holes where the old chair-rail had been removed & asked us to come back & put 4 screws in & wipe down all the aluminum of finger prints. The 2nd email received there was a slight tear in the screen in the upper corner of the structure. Both these warranties were competed in a timely matter. 3rd email, the beam was not secure & provided a picture. Looking at the picture the 2x2 & clip were secure to the structure. We called & left a message stating everything was secure & there was nothing to worry about. We got an email the next day that they did not agree with us, the 2x2 was secure & demanded somebody out immediately. Jeff went out there on Fri, 5/22 & confirmed with [Member Name Removed] the 2x2 & clip were secure & that this was not a warranty issue. She then got extremely aggressive with Jeff. He tried to explain & show her but she wanted nothing to doing it, he left the property. [Member Name Removed] then calls the office saying Jeff was talking about a 3% fee to pay with credit card, that we no longer wanted to business with them, etc... None of which was said, why would we bring up the processing fee for credit payments, their invoice was paid in full at this point. [Member Name Removed] wanted the owner to come out immediately Chris advised Tom was out of town for the next 2 weeks but had already spoken to Jeff regarding the situation & agreed this was not a warranty issue. The lanai was secure & in code compliance. Chris never said Tom was at a convention/seminar just that he was out of town for 2 weeks. It’s convenient she wants throw out Covid-19 situation bc she was the one that told us 4/6/20 that we had to leave her property by 5 pm bc she had somewhere to go. This so happens to be the beginning of the nationwide lockdown bc of the virus & everybody was staying home. We have gone above & beyond for this customer to make her happy. Even giving her stuff for free. Nothing will make her happy."

"Thank you for leaving a review, as we always welcome them. Yes, we did have to reschedule your appointment from Monday to Thursday due to the weather. However, when we received your voicemail stating you wanted to cancel your appointment because we had not made it to your house by 3:00 p.m., the installer was contacted immediately to find out his location and why he had not made it to you. The installer advised and also showed his phone record, that he placed a call to you to let you know he was on his way and you did not return his call. The installer was in fact pulling in to your neighborhood at the time your voicemail was received. Our company stands behind every appointment we make and we try to accommodate every customers needs. We are sorry you were not satisfied with the timing but unfortunately we have no control of mother nature."

"Thank you, [Member Name Removed]! We appreciate your business"

"Thank you, Sir! It was a pleasure doing business with you"

"We replaced all the external screws on this customer's cage with stainless steel screws. These are not the screws that are leaving rust drip marks. The screws that have the rust issue are inside the beam (internally screwed) and are not accessible to be changed out. We advised the customer of this at the time the job was being completed and that there was a possibility of the streaks. One way to keep them at a minimum is to clean the cage every 6 months (pressure washing). We normally charge $450.00 to pressure wash a cage of this size (2 story). The reason we charged more is because the cage has not been maintained. It would be necessary get on top of the enclosure, remove some panels and try to remove the rust streaks. We didn't hear back from this customer until last month (February 2017). We sent out the paint representatives to take a look and see if it was a paint issue or the internal screws that were creating this problem. Three different representatives; one from Reliable Screens, one from the Painter and one from the Porter Paints all stated it is the fault of an internal screw that is creating the issue. The only way to get to these screws not to rust is to tear down the cage and rebuild it. We have stayed in contact with this customer every time he has called. This is not a warranty issue and there is nothing more we could or can do about this problem."

"The screen installation was not done improperly. This customer has a round spline groove on his enclosure and because it is round spline not flat spline it doesn't have a way to lock into the spline groove. We advised him of this at the time of the estimate and explained that is why we only give a 30 day warranty"

"Our installer went out on Friday to repair their hip panel in their screen enclosure. Once the installer was on the roof he noticed the purlins (the aluminum between the panels) were skipped and advised the customer that one side of the old panel will be loose and there is no telling how long it would stay attached. The customer said no problem. When trying to collect the payment due of $65 and the customer told him “No, the office told him $45”. The installer attempted to show him the paper work, however the customer got upset, so the installer just accepted the $45. The customer called Saturday after business hours. We did not get his message till Monday morning and he called us before we had a chance to call him. We advised him that the installer was off on Mondays and we would contact him on Tuesday. On Tuesday we spoke with the installer and he told us what had happened on Friday. At that time we called the customer and left a message. Once he returned our call we explained that the panel we did was $65 not $45 and that the purlins were skipped. Unless you change out the whole row of panels there is a risk of the next panel coming loose. He said fine he would pay for the extra panel plus the $20 he shorted us. He told us he is trying to sell the house and he has a showing. The problem was we were completely booked and we were trying to fit him in the already packed week. We told him we couldn’t give him an exact day but we would keep him posted. He called us on Wednesday yelling and screaming, saying he couldn’t believe we hadn’t come back out. We advised him again the schedule was booked and we were trying to fit him in. On a side note the customer did not want us to send out the same installer. We are a small company and don’t have installers sitting around waiting for jobs. The customer is stilling yelling at us, telling us we need to refund his money so he can hire somebody else or we need to get somebody out there today. There is no money to refund because he still owes us $20 for the first panel. We were not at fault for the other panel coming loose. We advised the customer that it was possible."