Screen Solutions International

Consumer states that he has the received the orderConsumer has not had the opportunity to evaluate its functionality but considers the matter resolved for now

I am rejecting this response because: this response is simply not trueDelivery was well over daysThere was delay after delay, and then malfunction after malfunctionI have an extensive record of emails, phone logs and text messages to support all my claimsThe extenuating circumstances was that the equipment did not function, periodIt was not the fault of the mallThe truth is I was told that the software would already be up and running BEFORE the equipment was delivered, and it absolutely was notAs for the MLS integration, it was my understanding that was included in the first one year of service, but having said that, we did agree to split the fee of $between usWhen I did not receive the bill for my half, and I assumed it was because they were attempting to make up in some small way for all the misery and loss I had sufferedAgain everything I state, I can easily proveFor example...the reason the monitor had to be turned horizontally is because it was so low to the ground that small children were able to manipulate the screen and thus the applicationsI was never told this was even possibleCan you imagine, in the wrong hands, an individual could pull anything up on that screen, I assume even pornographic websites! When an event such as this occurred, that is when the mall management received the alert that "the equipment is not functioning as intended" I am fortunate that they allowed me to correct it, rather than terminate my lease! Again, I have this incident recorded along with all the other issuesI have made several gestures to the rep (or is he the owner, I don't know) [redacted] as to how we might resolve thissuch as perhaps he could re-sell the equipment for a reduced price and I would absorb the difference, within reason, in order to lessen the financial injury to myselfAlso the lender suggested perhaps another party could simply "take over" my payments, but I can't even get a return call from [redacted] to discuss this option Perhaps [redacted] is busy, but couldn't someone else from the company call me? 239-691-

WindowAgent hardware was installed within time frame of60-90 days.Upon install there was extenuating circumstances with themall where the hardware was installed.  Which was resolved. MLS integration is stated on the invoice that WindowAgent doesnot include any fees associated with MLS provider....

RETS feed is required forintegration with WindowAgent pro package. The customer refused to pay theadditional MLS fees and WindowAgent paid $750 to Naples Board of Realtors forthe client so they could have access to additional desired areas.After install the Mall location demanded that the displayorientation be changed from portrait to landscape. WindowAgent did not changeany additional cost for the re install and re design of the software. Thesoftware had to be redesigned for landscape build and remounted to displayhorizontal direction. Customer’s analytics show that the unit is being used andoperational since install. WIndowAgent cannot guaranty leads. It does track them andhow many people use the system. Client was given discounts in software set up integration of$850, monthly fees from $199/mo to $105/mo for the first year and was includedin the invoice, MLS integration that was paid by WIndowAgent of $750. Free software re-build and re-install $1,200 totaling over $3,900 indiscounts WindowAgent has made every opportunity to accommodate thecustomers’ needs and will continue to do so. Due to the customized nature ofWindowAgent we do not offer returns.

I am rejecting this response because: this response is simply not true. Delivery was well over 90 days. There was delay after delay, and then malfunction after malfunction. I have an extensive record of emails, phone logs and text messages to support all my claims. The extenuating circumstances was that the equipment did not function, period. It was not the fault of the mall. The truth is I was told that the software would already be up and running BEFORE the equipment was delivered, and it absolutely was not. As for the MLS integration, it was my understanding that was included in the first one year of service, but having said that, we did agree to split the fee of $700 between us. When I did not receive the bill for my half, and I assumed it was because they were attempting to make up in some small way for all the misery and loss I had suffered. Again everything I state, I can easily prove. For example...the reason the monitor had to be turned horizontally is because it was so low to the ground that small children were able to manipulate the screen and thus the applications. I was never told this was even possible. Can you imagine, in the wrong hands, an individual could pull anything up on that screen, I assume even pornographic websites!  When an event such as this occurred, that is when the mall management received the alert that "the equipment is not functioning as intended" ... I am fortunate that they allowed me to correct it, rather than terminate my lease! Again, I have this incident recorded along with all the other issues. I have made several gestures to the rep (or is he the owner, I don't know) [redacted] as to how we might resolve this... such as perhaps he could re-sell the equipment for a reduced price and I would absorb the difference, within reason, in order to lessen the financial injury to myself. Also the lender suggested perhaps another party could simply "take over" my payments, but I can't even get a return call from [redacted] to discuss this option.  Perhaps [redacted] is busy, but couldn't someone else from the company call me?  239-691-5011

Dear Revdex.com, Thank you for contacting us regarding our customer [redacted]. I have read the complaint that was provided by them toyour administration. I would like to say that I apologize for the inconveniencethat the shipping delay has caused with the...

customer. There are twocontributing factors in the cause of delayed delivery. Due to the overwhelmingresponse with this custom product our lead time has increased in building andfabricating the custom “Projector Enclosures”. Also the AC fan units that weused in our products were on backorder for an extensive amount of time. We hadto search for alternative parts that would fit the product and give the samequality that we need for the product. Each box is customized for the individualcustomer with their projector model in mind. Also this product has additionalfeatures designed for our customer’s needs. Our company strives to meet ourcustomers’ needs in an acceptable time frame. Unfortunately due tomanufacturing circumstances it has increased the time frame extensively notonly on this customer but all of our custom enclosure customers. We have workeddiligently to redesign this product with each of our customer’s custom needsand still maintain a quality product. I sincerely apologize for theinconvenience this has caused our customers we are working every day to getthese products shipped out as soon as possible. Screen Solutions International Tell us why here...

Consumer states that he has the received the order. Consumer has not had the opportunity to evaluate its functionality but considers the matter resolved for now.

I am rejecting this response because:I appreciate your apology for the backorder, but you are apologizing for things that are not in your control while many other controllable factors remain unmentioned. None of this information was made available to me, either before purchasing or during these 5 months. Had I known it would have taken even half this long, I would have at least shopped around for competing bids that could deliver in a more timely manner....which is probably why the info was not made available. I also have yet to receive the unit. This has been more than an "inconvenience" as there has been significant opportunity cost on our end due to SSI's massive disparity between the initial shipping estimate and reality; my job's performance has been directly affected by the delays and deceptive communication. I would say that this behavior borders on outright lying, as I have been continuously been told that shipment was imminent at many points throughout this wait. Parts being on backorder is one thing, operating in this manner as a matter of policy is another. The fact is that I am left with the impression that your company operates deceptively and in bad faith.

Review: I have over 40+ email tech issues with this company over the last year. Company refused to send out a tech and refuses to talk about buying equipment back. I had to discontiue the [redacted] feed supplied by the the company, because for some reason, my system would shut down periodically over the last year and the problem was never solved. They told me my office was loosing power, but my alarm system never alerted me to that fact. I was even told my socket and/or my power cord was bad. Both were replaced and still the same issue. I made several calls over the last year and 3 calls lately about help and equipment buy back and no one has returned my call... Now I am stuck with a $10k system, that doesn't funtion properly... I am paying $630 per month through financing on this product.

When they installed the system in Feb of 2015, at that point, they were having issues with the system working properly. The installers said there would be a time period to get all the kinks worked out and then the system would run smoothly. That never happened. They never sent out a tech, only wanted to try and fix it remotely.

I have since connected with another Real Estate Company in [redacted], that is experiencing the same type of traetment from this company.Desired Settlement: I would like them to buy back the system, so I am not resposible for paying the rest of a lease, when the system does not operrate correctly. The system has had power outage problems for the entire time I have had it...

I can supply the emails...

Review: Window Agent Real Estate Lead Generator Display: This equipment was not delivered when promised. Once delivered, it did not operate as intended. Once malfunctions where addressed, the selling season was over. For the brief time it has been functioning, it still has not generated a single lead. I have lost nearly one year in wasted time, energy, and money with this product. Funds that could have otherwise been allocated to promote my business have been completely wasted. My business is so small, this endeavor may very well cause me to shut down. If all that weren't bad enough, I have just discovered I may have been overcharged for the equipment in the first place!Desired Settlement: I would like to return the equipment to the company and receive a refund, or at least a reasonable partial refund.

Business

Response:

WindowAgent hardware was installed within time frame of60-90 days.Upon install there was extenuating circumstances with themall where the hardware was installed. Which was resolved. MLS integration is stated on the invoice that WindowAgent doesnot include any fees associated with MLS provider. RETS feed is required forintegration with WindowAgent pro package. The customer refused to pay theadditional MLS fees and WindowAgent paid $750 to Naples Board of Realtors forthe client so they could have access to additional desired areas.After install the Mall location demanded that the displayorientation be changed from portrait to landscape. WindowAgent did not changeany additional cost for the re install and re design of the software. Thesoftware had to be redesigned for landscape build and remounted to displayhorizontal direction. Customer’s analytics show that the unit is being used andoperational since install. WIndowAgent cannot guaranty leads. It does track them andhow many people use the system. Client was given discounts in software set up integration of$850, monthly fees from $199/mo to $105/mo for the first year and was includedin the invoice, MLS integration that was paid by WIndowAgent of $750. Free software re-build and re-install $1,200 totaling over $3,900 indiscounts WindowAgent has made every opportunity to accommodate thecustomers’ needs and will continue to do so. Due to the customized nature ofWindowAgent we do not offer returns.

Consumer

Response:

I am rejecting this response because: this response is simply not true. Delivery was well over 90 days. There was delay after delay, and then malfunction after malfunction. I have an extensive record of emails, phone logs and text messages to support all my claims. The extenuating circumstances was that the equipment did not function, period. It was not the fault of the mall. The truth is I was told that the software would already be up and running BEFORE the equipment was delivered, and it absolutely was not. As for the MLS integration, it was my understanding that was included in the first one year of service, but having said that, we did agree to split the fee of $700 between us. When I did not receive the bill for my half, and I assumed it was because they were attempting to make up in some small way for all the misery and loss I had suffered. Again everything I state, I can easily prove. For example...the reason the monitor had to be turned horizontally is because it was so low to the ground that small children were able to manipulate the screen and thus the applications. I was never told this was even possible. Can you imagine, in the wrong hands, an individual could pull anything up on that screen, I assume even pornographic websites! When an event such as this occurred, that is when the mall management received the alert that "the equipment is not functioning as intended" ... I am fortunate that they allowed me to correct it, rather than terminate my lease! Again, I have this incident recorded along with all the other issues. I have made several gestures to the rep (or is he the owner, I don't know) [redacted] as to how we might resolve this... such as perhaps he could re-sell the equipment for a reduced price and I would absorb the difference, within reason, in order to lessen the financial injury to myself. Also the lender suggested perhaps another party could simply "take over" my payments, but I can't even get a return call from [redacted] to discuss this option. Perhaps [redacted] is busy, but couldn't someone else from the company call me? 239-691-5011

Review: Our company paid for a projector enclosure in midDecember, 2014. It is now May 5. 2015 and I still do not have the product. Their sales people are deceptive and pushy, demanding immediate payment while outright lying about when their products will be delivered. I was told 4-6 weeks from the time of purchase and have continually been told "just a little longer" every time I ask when I will take delivery.Their manufacturing team is disorganized and does not communicate well. There is only one person at SSI, [redacted], who seems willing to engage in solving this matter, but she is not actually doing the work so she's just the messenger for hazy timeframe estimates. Their sales staff has completely disengaged from this issue.SSI's performance is totally unacceptable and unprofessional. I would strongly recommend that potential customers stay as far away as possible.Desired Settlement: I want the product that we paid for, functioning as promised.

Business

Response:

Dear Revdex.com, Thank you for contacting us regarding our customer [redacted]. I have read the complaint that was provided by them toyour administration. I would like to say that I apologize for the inconveniencethat the shipping delay has caused with the customer. There are twocontributing factors in the cause of delayed delivery. Due to the overwhelmingresponse with this custom product our lead time has increased in building andfabricating the custom “Projector Enclosures”. Also the AC fan units that weused in our products were on backorder for an extensive amount of time. We hadto search for alternative parts that would fit the product and give the samequality that we need for the product. Each box is customized for the individualcustomer with their projector model in mind. Also this product has additionalfeatures designed for our customer’s needs. Our company strives to meet ourcustomers’ needs in an acceptable time frame. Unfortunately due tomanufacturing circumstances it has increased the time frame extensively notonly on this customer but all of our custom enclosure customers. We have workeddiligently to redesign this product with each of our customer’s custom needsand still maintain a quality product. I sincerely apologize for theinconvenience this has caused our customers we are working every day to getthese products shipped out as soon as possible. Screen Solutions International Tell us why here...

Consumer

Response:

I am rejecting this response because:I appreciate your apology for the backorder, but you are apologizing for things that are not in your control while many other controllable factors remain unmentioned. None of this information was made available to me, either before purchasing or during these 5 months. Had I known it would have taken even half this long, I would have at least shopped around for competing bids that could deliver in a more timely manner....which is probably why the info was not made available. I also have yet to receive the unit. This has been more than an "inconvenience" as there has been significant opportunity cost on our end due to SSI's massive disparity between the initial shipping estimate and reality; my job's performance has been directly affected by the delays and deceptive communication. I would say that this behavior borders on outright lying, as I have been continuously been told that shipment was imminent at many points throughout this wait. Parts being on backorder is one thing, operating in this manner as a matter of policy is another. The fact is that I am left with the impression that your company operates deceptively and in bad faith.

Consumer

Response:

Consumer states that he has the received the order. Consumer has not had the opportunity to evaluate its functionality but considers the matter resolved for now.