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Atlantic Storm Protection

401 Cross Road, Cocoa, Florida, United States, 32926

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Contract not upheld. Job/shutters not complete. Refusal to refund. Refusal to remove lien on home.
5/9/19 estimate #*** (note: Steve sent a different invoice with a different invoice date and number on it, also removing the written promise on original contract. The invoice he is using to receive payment before removing lien is not correct). Paid $2566.56 via CK #155. Met with representative of company and was given a verbal and written promise of a completion date of 6/30/19 or a full refund. To this date (2/26/20) product is still not delivered and job was not completed by them. No refund has been issued to us. Company refuses to remove lien on my home even after title company reaching out to them 2/25/20 stating that since the project is not even complete and with our contract agreement, it is not right. Steve faxed back a notice of payment requesting payment anyways- again, despite the agreement. I have attached the written communication where Steve S states he has the contract I provided as well and gave me the option to pay him and have the job completed and shutters delivered, or to be refunded and have my house stripped of all materials that are drilled into the freshly painted exterior of our concrete home. Prior to this written communication, I spoke with Mrs S who admitted to not completing our job in time because they took on more jobs following our contract than they could handle that were actually completed when my job was not. She stated we could call it even since the job wasn't completed if I didn't go forward with wanting the $2566.56 refund and just keep the product that has been delivered since it financially evens out and she felt that was fair. She used the term "wiping the slate clean". Following this communication with Mr Steve S, the original representative Wayne called me, leaving a voicemail that verbally states his understanding to the promise of completion date or refund would be provided. When I asked Mr S for time to consider what is actually ethical and legal, he stopped communication. When lien requested to be removed, Steve S sent a different contract other than our physical signed contract. As stated above, the unsigned contract that he is using has different verbiage and is not the contract we agreed to. It appears Mr S does not want to uphold his end of the contract (which was simply: complete the job by 6/30/19 or refund customer at that time and therefore considering the job done and remove the Notice of Commencement). In these text he then demanded causing damage to our home and stripping the materials before he would refund (which was again not stated in the contract), or for us to pay him the remaining $5,000 and have them come complete the job. Neither of these options removing the Notice of Commencement However, that was not what we agreed to and now he is requesting payment without repairing the mistakes made during the partial job completion and without delivering the shutters. We were very clear when we signed this contract. We paid $5,000 for more work to be done to our home- including fresh paint FOLLOWING shutter installation completion date for the fact that we did not want damage seen to our home that his shutter installation caused. Removing bolted items from our home would cause damage to property and require contracted employers to repair damage and then repaint. This is terrible and taking advantage of power.

Desired Outcome

Full refund, end of agreement paperwork, and immediate removal of Notice of Commencement lien from home

Atlantic Storm Protection Response • Mar 24, 2020

As preparation for work to commence on your property we are required to file a Notice of Commencement (Chapter 713 of Florida Statutes) with the Clerk of Court to begin the building permit process. On May 28, 2019, your husband signed the Notice of Commencement and on June 17, 2019, the Clerk of Court recorded the document which provides notice to the county and state of Florida that improvement will be made to your property. On June 19, 2019, Brevard County issued a Building Permit for the installation of storm shutters. Hurricane hardware and tracks were installed on several installation days in June 2019, including June 19 and 24th. Hurricane panels were ordered on June 26th and you accepted delivery from our company on July 8th and 9th, 2019 (quantity 70 panels) which completed 90 percent of the installation. An additional six panels were ordered, and track was custom cut to fit one last opening in your home. Attempts were made to deliver the remaining six panels and track from mid-July through October. You notified us in mid-October that you would not pay the contracted amount because all materials were not installed and delivered by June 30, 2019. In addition, you requested that we refund your deposit amount because we did not deliver everything by June 30, 2019, yet you took receipt of all hardware and track systems in June and over seventy (70) panels on July 7, 2019. You currently have 90% of the contracted product. Refunds are available for clients that do not keep our product. Return the product (storm panels and mounting screws, does not include anchors) in new and unused condition and we will refund your money. The Notice of Commencement and Building Permit stays open with the county because you won't allow us to complete the work.

Customer Response • Mar 26, 2020

(The consumer indicated he/she DID NOT accept the response from the business.)
Missing more than 9 panels, over 30 anchors are not installed, the work that has been "completed" was done incorrectly and actually supposed to be fixed- including both sliding door tracks. There was no clause in this contract and no asterisk with the information stating we would need to meet this specified criteria to uphold your promise of work completed in time or refund. This is shady business. There was absolutely no effort made between July-October other than US calling to get the work completed. If you listen to the voicemails and written response, it actually stated that you apologized for not completing our work or returning our calls but that you took on too much business trying to help others prepare for the hurricane and that is why you were unable to complete OUR contracted job. We spoke with Denali MULTIPLE times and she stated she would return our calls with more information and did not. At this point, I will not allow your company on my property as I do not trust you to not damage my property future and/or make sudden changes in your commitment that will require me paying more money or more stress. I also do not believe your company's warranty promise.

To be clear, you are not upholding your end of the contract AND will not close the notice of commencement until you complete the job? I'm asking because in the email I have from our mortgage company, you stated you would remove it if you received payment without finishing the job. So which is it: payment or job completed? I want to be sure future customers understand that the contract is able to be changed later by your "say so" and that you will not actually stand by what is written and agreed to.

I want the commencement closed. Period. This job is incomplete, equipment is missing, contract is breached by the owner. Nothing more clear than that.

Atlantic Storm Protection Response • Apr 10, 2020

You have two options to resolve this issue:

1: pay for the product that you have received and we will release the NOC.

2: Return the panels and sidewalk bolts undamaged, keep the installed anchors and we will give a full refund and release the NOC. If the products are damaged we will charge for the damaged portion of the product.

From June 27, 2018 to Friday, July 20, 2018 we had received no calls from Atlantic storm protection or any other employee to complete the shutters or tell us what was going on. I called on Friday, July 20, 2018 and was told that an electrician would be here on Monday, June 23, 2018 around 11:00 am to complete the work. On Monday, June 23, 2018 about 3:00 p.m. we called Atlantic Storm Protection to see if we still needed to wait the arrival of the electrician that was going to complete the shutter contract, as he had not shown up and we had not heard anything different. They seemed surprised that no one had been there and they would check it out. They called back later that afternoon and said they had not been able to contact the employee and would be contacting someone else and hoped to have someone out by the end of the week.
Thursday, July 26, 2018 around 3:45 p.m. we called to check the status. We were informed the scheduler was gone but when they came in the next day at 9:00 a.m. they would call. No call was made to us. We called them back around 11:00 a.m. on Friday, July 27, 2018. The receptionist was surprised that no one had been in contact and asked if we wanted to speak to an Office Manager. She transferred us to Steve ***. He said we had not signed the contract until February and we had not been waiting 9-10 months to get the shutters installed and we had only been waiting since February. They would try to get someone out to complete the install but they had been trying to contact their electrician all week but had not heard anything from him.
After about 5 minutes, we received a call from Tristan *** and that she and her husband own the business and she was wondering why we were calling and 'disturbing their business? when there was nothing new and they were doing everything they could. They had no new information and why should they bother to call.
Today is Tuesday, July 31, 2018 and:
' No employee has completed the shutters.
' Contract has been signed and notice of commencement signed and dated February 5, 2018.
' No inspection has been requested by Atlantic Storm Protection of shutters by City of Palm Bay.
' No notarized waiver and release of lien has been provided by Atlantic Storm Protection for payment received
' It has been 35 days since the work has been started and no end is in sight.
Bottom line, the crews are professional and hard working. The owners do not care about their customers. Do not employ this group, and if you must, do not pay them until all the work is completed. They cannot be trusted to act in a business like or professional manner.
Product_Or_Service: Hurricane shutters

Desired Outcome

Finish the job Timely and correct completion of all work and providing approved city inspection, and notarized waivers and releases.

Atlantic Storm Protection Response • Aug 14, 2018

Contact Name and Title: Steve ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@atlanticstormprotection.com
We at Atlantic Storm Protection have been blessed with a high volume of work. This comes with its drawbacks as we work to provide relevant communications to our clients. In this case the client claimed to have been waiting for 10 months for a shutter installation. Our installations are running 5-6 months from the time of contract signing which holds true in this case as well. The electrician in question is not an employee but rather a subcontractor who did agree to perform the work on the Monday that was promised to the client. It was a surprise that he did not show up on the promised date as he did not notify us that he would not be completing the job for us. He did show up a week later and completed the electrical portion of the installation which completed the job.

Having two large hurricanes in the last two years has placed a large burden on the hurricane protection industry which has caused the long lead times on sales appointments as well as installation times.

Additionally the roaring economy has fueled the construction industry and makes the scheduling of subcontractors very difficult.

Providing a notarized release of lien is not a standard process as we do not actually place a lien on any clients property. Recording a Notice of Commencement is required by law and appears as a Lien but is not a lien. It expires after a year and as a standard operating procedure we will let it expire rather than incurring an additional administrative burden of sending each client a release of lien. Additionally we do permit all of our jobs. With the increased work load we are sometimes behind and we are sometimes at the mercy of the municipality that we are working with. The job will be inspected by the City of Palm Bay and will pass *** any corrections necessary will be made in a timely fashion.

What many clients do not understand is that we are not in control of all aspects of their job and when we cannot get information about the status of a component we do not always call with little to no information. We receive on average about 100 inbound calls a day and do our best to live answer all of them or return them as quickly as possible but this is not always on a timeframe that is considered acceptable by the client.

At Atlantic Storm Protection we are continuing to evolve our business practices to try and better communicate with our clients and business partners. We are employing New technologies to better track jobs and material orders such that we can provide relevant information to clients when they call with questions. We are also working to proactively call clients when possible with updates about their statuses as wait times are increasing and material lead times and becoming unbearable. Hurricanes drive anxiety and fear and we are striving to relieve our clients from these concerns.

Customer Response • Aug 20, 2018

(The consumer indicated he/she DID NOT accept the response from the business.)
THE FINAL INSPECTION HAS NOT BEEN ORDERED FROM THE CITY TO FULFILL THE CONTRACT.

Atlantic Storm Protection Response • Aug 29, 2018

All work has been completed. Final inspection was scheduled and passed on 8/24/18. We provided a Contractor Final Payment Affidavit on 8/16/18 - even though there is an outstanding balance.

Customer Response • Aug 30, 2018

(The consumer indicated he/she ACCEPTED the response from the business.)
Work has finally been completed: started June 25,2018 finished August 24, 2018. Final payment check in the mail August 30, 2018. Very difficult office people to deal with.

Company not responding to repeated phone calls concerning work that was supposed to happen at my home mid January, 2018.
In early November, 2017, Steve made a site visit to my home to discuss improvements to my current hurricane panel deployment method. He suggested using studs instead of headers and I agreed. He quoted me a price to do install the studs and I told him I definitely wanted it done. I told him I would remove all the headers in the mean time so the studs could be installed in their place.He wrote the information down and left. A couple of days later, I realized he didn't tell me a time frame as to when the work would commence, so I called his office. They told me to expect them around mid January, which was fine with me. Mid January came and went and I didn't hear anything from Atlantic Storm about a reschedule so I called them on February 7th,2018. I was told by the receptionist my inquiry would be given to the scheduler, and I would get a call back. I waited several days and no one called back. I called again on February 12th, telling the receptionist about my prior call, and that no one called me back. She sounded concerned and said she would get my message to the scheduler
and I could expect a call back later that day. It is now the 14th and I've heard from no one. I feel I'm getting blown off because maybe their too busy with bigger jobs or whatever else. Normally, I wouldn't care and would just move on. The problem here is, I've taken all my headers down and concrete patched the holes, in anticipation of this company fulfilling what they said they would do. If they didn't want to do the job in the first place, all they had to do was just decline the job back in November.

Desired Outcome

I would like Atlantic Storm Protection to honor their commitment and install what was agreed upon by Steve and myself.

Atlantic Storm Protection Response • Feb 19, 2018

We immediately contacted the homeowner to discuss this issue. Our company has seen an unprecedented volume of activity and, unfortunately, his job didn't receive the attention it deserved in a timely fashion. We called and immediately schedule the completion of his project with sincere apologies for the lack of communication. His job will be complete February 19, 2018.

Customer Response • Feb 19, 2018

(The consumer indicated he/she ACCEPTED the response from the business.)
The response from the business is very accurate. I was contacted quickly, and on the schedule soon after. The work was completed on February 19th, as stated above. I appreciate the quick response to solve this issue, and many thanks to the owner for taking care of this customer!

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Address: 401 Cross Road, Cocoa, Florida, United States, 32926

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+1 (321) 264-9388

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