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In August of 2009, I
purchased an electric roll-down aluminum hurricane shutter from
Shutters for our lanai and paid $ 8400. At
the time they were the company Toll Brothers was using for their new homes.
became disabled in the down position. I
there were two motors, a receiver and a synchronizer on our system and that
they were all under warranty. He told me that the defective part would be
replaced but there would be a labor charge.
He scheduled a visit for one of his repair crews. At no time did he mention a $75 diagnostic
fee plus a $135 per hour labor charge just for coming out. Had this information
been presented it would have been a very clear indication that they do not
value their previous customers and I would have looked elsewhere for someone to
do the warranty repair. Shame on me for not asking but believed I would only be
paying for the labor when the defective part was actually replaced.
After that first visit,
told me the diagnosis was that the receiver was defective and he ordered the
part. A week later another crew showed
up to install it. They arrived at our
home clueless about where the receiver was located. There was no coordination
between the first crew who diagnosed the problem and these guys who were sent
to do the installation. They were
outside starting to take the hood off when I had to go get them and tell them
that the receiver was located in the attic.
During that visit they left the premises on two occasions to go purchase supplies and tools that were
needed. The visit concluded by this crew telling me that the new receiver did
not resolve the issue and that they would have to replace the
synchronizer. In all they were at our
home for two hours but gone to purchase supplies and tools for at least one of
the two hours.
The next day
that he had ordered the synchronizer and was just waiting for the delivery
confirmation information and that as soon as the part was delivered he would
give it priority and have the installation scheduled immediately.
The following day I received
a call from
appointment for later that afternoon.
The same two guys showed up at 5 pm that day and started setting up in
the back of my house. When I inquired
about the synchronizer being located in the attic, he told me that his boss
decided to just take out the two motors that I had and install a more powerful
motor so that a synchronizer wouldn’t be needed. The install took three hours and after all of
the troubleshooting adjustments they left our home at 9:45pm.
When I spoke to
day he told me that he thought it would be better to just put in a new motor
with the capability of handling the size of our shutter and needed to figure
out the billing and he would get back to me. Naturally, I was disappointed when
he called back and informed me the total was $964.50.
I told him that the amount
was unreasonable and wanted to know how he arrived at that total. This was the very first time I was informed
of the by hour billing of $135.00 per hour and the $75 diagnostic fee. I can take the blame for not asking how this
labor charge was to be determined but any good business will inform you if you
can expect to receive a by the hour labor fee of $135 per hour.
I also can’t help feeling
cheated because the new synchronizer would have taken an hour to install and he
decided to remove the existing motors that were in good working condition and
install a new motor instead resulting in an additional four and three quarter
hour labor charge (classic bait and switch maneuver).
The most troublesome aspect
of my entire experience with
inform me of their billing policies and unilaterally made the decision to
install a new motor without even discussing the matter with me to get my permission.
At this point he apologized
that I felt this way and tried to explain all of the reasons that he decided to
take the course of action that he did and volunteered to take 20% off of the
invoice. He never attempted to apologize
for not consulting and discussing his motive and actions before changing the
agreed plan of action .
I have offered a reasonable
resolution to put this matter behind us without any further action with respect
to complaints and reviews of my experience.
I felt that a fair resolution would be billing only for the four and one
half hours it took to replace the motor which would total $600. This would also match a quote I had received
from another company that installed an electric aluminum shutter on our front
Naturally, I told him I would
not be contacting
to our shutters and requested the pertinent information (Manufacturer, Model,
Serial #) regarding the Motor, Remote and Receiver that were installed.
My request for the
pertinent information continues to be repeatedly
Although lengthy my review is
an accurate blow by blow account of my experience with this company and
intended to inform anyone considering using this company not to make the same
mistakes I did.
All work was quickly completed in a professional manner. Doesn't get any better than this. Would not hesitate to use
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