Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/05/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order and install replacement screens for patio. We were promised installation may 2023. Paid $500 to the owner personally instead of his company. After many texts and promises we still dont have the screen installation.

  Business Response

  Date: 08/05/2024

  This customer had their product installed by the previous owner of my business. They provided me with measurments to replace specific parts on their product. This customer lives 90 minutes from my place of business and after arriving with their replacment parts, which i paid $1500 for (to combat the measly $500 deposit) the measurments i was given were incorrect. After ordering and paying for the product, i drove 90 minutes on August 22nd 2023 in my ***** 3500 work truck, which a half tank of gas costs $110, i spent 4 hours working untill realizing the product was the wrong size. The customers has absolutley zero remorse and blamed the situation on me, did not offer a cent of compensation and expected me to repeat the process i just completed on my own dime. these are not good people, the do not have respect for someones time and i have zero motivation to use another entire working day to make them happy. I had full intention of completing this job but they do not take precedence over anything after what i dealt with on my first visit. I have zero obligation to these people as i am much further in the hole financially than them. Fully willing to provide the cost of product + tax + shipping if necessary. The product currently sits at their home as well even though they did not pay for it.

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 21678093
  
  I am rejecting this response because: as a customer of ********************** since July 2017, let me emphasize how disappointed we are with the current Windsor representative. There happens to be three of us in our neighbourhood that are not happy with the way our requests for help have been ongoing, overlooked and mishandled. It was always our intent to stay with the Windsor store. The fact that their representative wanted us to measure for him in his choice to remain in Windsor appears to be the underlying problem. He instructed us how he wanted their product to be measured. What was unknown to us was the allowance to be deducted at the manufacturing site so the product would for in the casing when retracted. The result was that one of two panels was made exactly correct while the second was too big because the allowance has not been deducted so the screen would fit into the retract-casing. 
  This did not  become obvious until his only visit in August 22, 2023. At this time he was able to install only one of the panels and left the incorrect sized panel with us. He told us he would reorder the second panel and install within two weeks. It is now nine months later and after many requests he still hasnt come back to install. He told us he has our correct panel on hand.  After many requests we felt we had no recourse except to contact the BBB. 
  As noted above, we still dont understand why precise measurements were not taken by the company. Instead he insisted that we send him the measurements. 
  in addition to the agreed upon amount of $1500, he  requested $500 to be sent to be sent to him personally by e-transfer to cover his cost of travelling. Although we found this to be an unusual request by a contractor we did forward the money to cover his travel. 
  we have been good customers of ********************** and agreed to pay the $1500 upon completion plus the $500 for travelling. We are reasonable people but waiting over nine months for completion is not acceptable when he supposedly has the product. 
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 08/05/2024

  I received this text from Wizard today

  Customer Answer

  Date: 21/05/2024

  Dear Sir or Madam

  we received notification from you today that this matter has been closed. We are wondering if you received our correspondence as this matter has not been resolved and as a matter of fact the business owner sent us a text saying good luck getting your screens installed!

  as a customer of ********************** since July 2017, let me emphasize how disappointed we are with the current Wizard representative. There happens to be three of us in our neighbourhood that are not happy with the way our requests for help have been ongoing, overlooked and mishandled. It was always our intent to stay with the Windsor store. The fact that their representative wanted me to measure for him in his choice to remain in the Windsor store appears to be the underlying problem. He instructed us how he wanted their product to be measured. What was unknown to us was the allowance to be deducted at the manufacturing site do the product would fit in the casing when retracted. The result was that one of the two panels was made exactly correct while the second was too big because the allowance had not been deducted so the screen would fit into the retract casing. This didnt become obvious until July 22 at which time he installed one of the panels. He left the incorrect sized panel with us. He told us he would reorder the second panel and install within two weeks. It is now nine months later and after many requests, he still hasnt come to install. As noted above we still dont understand why precise measurements were not taken by the company. Instead he insisted that we send him the measurements. In addition, he requested $500 to be sent to him personally to cover his travel expenses. We complied. We agreed to pay his quoted price of $1500 upon completion. We are reasonable people but waiting over a year for installation is not acceptable. We understand he has the product in hand. After contacting the company numerous times with no response we had no recourse except to contact the BBB. This claim is not closed to our satisfaction and should be noted that way on your website