Support Tickets
This page is dedicated to help support our customers when they run into problems. Please fill out the above form and our team will be in contact as as possible. Thank you.
Customer Service Department
Our entire team is dedicated to serving our customers, our suppliers and each other. Every team member takes the responsibility to take care of each person, task, or workload with care and hard work. If a concern ever arises we want to hear about it. We strive to always do our best. Our leadership values everyone and the virtue of humility.
We are people of faith and put others before ourselves. We will also stand up for what is right and stand against the unjust. I hope this helps you understand a little more who we are.
Our teams guidelines
There are a few key things that a good custom screens customer support department should have in order to provide excellent service to its customers. These include:
- Knowledgeable and friendly representatives:
- The customer support team should be knowledgeable about the company’s products and services, and able to answer any questions that customers may have. They should also be friendly and approachable, making customers feel welcome and valued.
- Quick response times:
- Customers should be able to get in touch with the customer support department quickly, whether by phone, email or live chat. The department should have a system in place to ensure that customer inquiries are handled in a timely manner.
- Flexible hours of operation:
- The customer support department should be open during convenient hours, so that customers can reach them when it is most convenient for them.
- Multiple communication channels:
- Customers should be able to reach the customer support department through multiple channels, such as phone, email, live chat, social media, etc.
- Follow-up and follow-through:
- Good customer support also includes following up with customers to ensure that their issues have been resolved, and following through on any promised solutions.
- Continuous improvement: The customer support department should continuously improve their processes and procedures to provide better service to their customers.
Overall, a good custom screens customer support department should be dedicated to providing excellent service to its customers, and should be committed to meeting their needs in a timely and efficient manner.
Frequently asked questions from a customers point of view
Can I visit your shop so I can look at the items you provide?
Can you come out and do a measurement in my area?
Service Offerings
BCS offers measuring and installation services in Los Angeles County, Santa Clarita, Antelope Valley, Victorville area, Inland Empire (Riverside & San Bernardino counties), Orange County, California and Las Vegas, NV. Also limited schedules are available in Ventura county. Rural areas, high rise buildings, two stories or higher windows and doors that require an extension ladder or scaffolding are subject to additional charges.
Charges & Conditions
A minimum service charge of $99.99 to $149.99 applies to each order for the initial service call. The service charge includes measuring and for us to arrive to the location. All measurements are property of Best Custom Screens. Service Charges and installation prices are readily available on our website. Please see the below options for installation and service charges.
- Product on saleOrange County Installation Service$125.00
- Product on saleInland Empire Installation Service$125.00 price_excluding-tax
- Product on saleLas Vegas Installation Service$149.99 – $175.00 price_excluding-tax
- Product on saleLos Angeles Installation Service$99.99
Can you install on weekend?
People ask this all the time. We love to serve others, but we need time to reset. We do not schedule installations on weekends. Our installs are generally schedule only weekdays.
We are also scheduling more installations through Best Install Team. Less installs are done in house.
Unless the customer is willing on paying the extra cost for the installer time and a half and additional trip charges. To request a special quote, please contact Steve at steve@bestcustomscreens.com
Could a dog door be mounted to a screen door?
A “pet door” also known as “doggy doors” can easily be mounted on a sliding screen door. The best way to order a pet door added to your sliding screen door is order is on our website. Click above link to view your options on how to purchase a sliding screen door with pet door.
Fully Assembled Sliding Screen Door Product with Pet Door is available to order directly on our website at https://www.bestcustomscreens.com/shop/doggy-door-mounted-on-heavy-duty-sliding-screen-door/
Pet doors come in small, medium, large and extra large sizes.
You can also order individual Pet Doors for screens and doors. Please see the following list and click the link for item needed.
Please email swinging screen door with pet door request also include photos of your existing door to bestcustomscreens@gmail.com attn: Customer Support / Pet Door Swinging Screen Door Quote.
Do we expedite production of sliding screen doors when requested?
All of our sliding screen doors are custom made to size. The production lead time is approximately 5 to 7 business days on the Economy Sliding Screen Doors, and 3 to 5 business days on the EZ Sliding Heavy Duty Sliding Screen Doors.
If you need to have one shipped to you the soonest, you may order our Zoom sliding doors on the website which takes 1 to 2 business days (white only; other colors are 3 to 5 business days) to put together in a frame.
Do you offer installation?
Installation Service
Best Custom Screens offers measuring and installation services. With nearly 30 years of experience, we demand ourselves to provide level of service. Service is available in Los Angeles County, Santa Clarita, Antelope Valley, Victorville area, Inland Empire (Riverside & San Bernardino counties), Orange County, California and Las Vegas, NV. Also limited schedules are available in Ventura county.
Service Charges
A minimum service charge of $99.99 to $125.00 applies to each order for the initial service call. The service charge includes measuring and for us to arrive to the location. All measurements are property of Best Custom Screens. Service Charges and installation prices are readily available on our website. Please see the below options for installation and service charges.
Installs are completed by our partner Best Installation Team. California State License No. 1006121. Price is subject to change. Best Custom Screens or Best Install Team does not take responsibility for customers measurements. Price may change due to variance in product, sizes, color, screening specifications, etc. Does not include the cost of the product. Most importantly that every installation service order requires the product is purchased on the same order. Not available in rural areas. Price is subject to change until installer inspects the job. Price does not include high rise buildings or hard to reach locations, second story windows, ladder charges, or scaffolding charges.
- Product on saleLos Angeles Installation Service$99.99
- Product on saleInland Empire Installation Service$125.00 price_excluding-tax
- Product on saleOrange County Installation Service$125.00
- Product on saleLas Vegas Installation Service$149.99 – $175.00 price_excluding-tax
How do you charge for installation?
- Select which area your job is in: Los Angeles County CA, Inland Empire CA, Orange County CA, or Las Vegas NV area.
- There is a minimum service charge of $99.99 to $125.00
- Select the quantity of each type of product you need installed
- How many window screen that you will need to be installed?
- What is the quantity of sliding screen doors that you will need to be installed?
- How many swinging screen doors you need to be installed?
- What is the quantity of blinds or shades at windows that you will need to be installed?
- How many blinds or shades at sliding glass doors you will need to be installed?
- Only select a quantity of 1 on the qty next to the add to cart button, unless you are purchasing for multiple jobs.
Do you offer repairs?
Our company provides repair services in the San Fernando Valley, Antelope Valley, Santa Clarita, Los Angeles County and other parts of Southern California. Please contact us for more information.
Do you provide re-screening service?
Our company provides re-screening services in the San Fernando Valley, Antelope Valley, Santa Clarita, Los Angeles County and other parts of Southern California. Please contact us for more information.
Do you sell outdoor blinds?
Presently, we do not sell outdoor blinds, but we do offer outdoor sun screens and roller shades. Please contact us at 800-341-9054
Does your company charge for an estimate?
Steve Tristan, Director of Operations explains the question
“Does your company charge for an estimate?” We offer free estimates over the telephone and if you would like to proceed we can provide an in home measure in Los Angeles County for an additional service charge of $99.99 to $149.99 depending on area and mileage. Our company offers measuring and installation services in Los Angeles County. All other areas we provide our products at a low price and including shipping we are 50% to 75% lower than the Big Orange and Blue Home Improvement Stores.
Some of the questions we may ask when you contact for service is:
- What city and state are you in?
- Do you need someone to install?
- What type of product(s) do you need installed?
- Do you need us to measure?
- Why do you need to the service?
- What type of property is it?
- House?
- Apartment?
- Office Building?
- Commercial or Industrial Building?
- Storefront?
- Are the window on first level story or second story?
- Is it easy to get access to the windows or doors?
- Is there any special circumstances?
- Are you a business reselling our services?
- If so does your company charge for an estimate?
Where do I find a handyman to install screen doors & window screens?
The handyman director offers free listings and a chance for you to connect with handy guys out there that some times work as a contractor during the day and provide low cost handyman services at night and on the weekends. Not all are the same. Some are professional companies with crews of handymen available to serve you. Check out the site and give us any feedback
Also check out handyman.bestcustomscreens.com to find an installer in your area.
Best Custom Screens, LLC is not responsible for any work completed and is only referring you to this website. Also be aware of the local laws and regulations in your area. Our company is only referring you to the website to help you find someone to install. We recommend that you complete your own thorough background check on people you hire for services.
Freight claims on damaged product?
Do not delay. Freight claims must be filed within 3 to 7 calendar days depending on the freight company. If you have received a package damaged and signed for it, then you are ineligible for a freight claim. It is the responsibility of the receiver once they signed for the shipment.
Concealed Damage: The box is in good condition but the product is damaged. Please send photos of the box and door to the email address: bestcustomscreens@gmail.com. Provide details about whether or not you signed for it. Our customer support department can provide a copy of the proof of delivery with signature at the customers request.
We will initiate the claims process with the courier. The overall process can take 30 to 60 days depending on the trucking company. Meanwhile you may request for a replacement product, once the freight claim is filed.
You may check on the status of your claim by calling our hotline at (800) 341-9054.
How do I get my order status?
First check your email from both Best Custom Screens or our merchant provider PayPal. Shipping / Tracking numbers are updated on the website and PayPal, which generates an email to the customer.
Once your order is placed two emails are sent to the customer. One is a copy of the order and the second is a receipt from PayPal for a credit card transaction.
Processing Status
One of the biggest uncertainties from customers we get is when their order states “Processing”. The processing status, means your order has been processed and is in production. Please note that all our products are customer made and especially since the beginning of the pandemic many product lead times are delayed.
Lead Time
All of our sliding screen doors are custom made to size. The production lead time is approximately 10 to 15 business days on the Economy Sliding Screen Doors, and 7 to 10 business days on the EZ Sliding Heavy Duty Sliding Screen Doors.
Alternatively, you may call customer support at (800) 341-9054 to check on the status of your order or feel free to email us at bestcustomscreens@gmail.com. Our customer support associates are available to take your call from 8AM to 5PM PST.
How do I measure?
Best Custom Screens offers instructions on our site on how to measure a sliding screen door and window screens. Please visit our instructions page for more information. How do I measure? is a question many people ask. The basic steps to measuring window screens, windows, door frames, screen doors, blinds, or any product in home improvement. First always use the right tool for the job. See our tape measure review. Secondly, always provide the size width by height. This is the easiest mistake people make is reversing the sizes. Please pay close attention to this instruction. It’s very important.
Various ways to get measurements
- How to measure a sliding screen door frame
- How to measure a sliding screen door
- How to measure a Custom Sliding Screen Door
- How to measure a Swinging Screen Door
- How to measure a window screen
- Sliding Screen Door Instructions
- Swinging Screen Door Instructions
- Window Screens Instructions
- Cordless Window Blinds & Shades Instructions
What to do when you have an existing sliding screen door?
If the existing screen door is available and it is not bent. We recommend to measure the sliding screen door frame (not including wheels). The sizes entered into our website needs to be the sliding screen door frame size. See our measuring a sliding screen door frame instructions page.
How to get a size without an existing sliding screen door?
Our company offers DIY do it yourself instructions and video on our website at https://www.bestcustomscreens.com/measuring/
Below is a brief explanation, but please see click the above link to get full instructions and video.
Sizing Instructions for Patio Sliding Screen Doors
Measuring instructions for patio sliding screen doors. Best way to get measurements of sliding screen doors. The instructions on this page provide you our customer, a typical way our installers measure for patio sliding screen doors when the old door is no longer available at the property. If you have an existing frame that is not bent, we recommend to provide the existing frame size width by height. Do not include wheels in the measurement (wheels are adjustable).
Do I get the measurements including the wheels on our existing sliding screen door?
No! The measurements needed are the sliding screen door frame measurement. Do not include the wheels.
I am not handy person can you come and install the door I purchased? Do you charge extra for that?
We offer installation in Los Angeles County and Las Vegas, NV. Outside of these areas we do not offer installation. Although from time to time we have assisted customers in finding a person or service that could assist with their installation.
We do charge additional for installation. Please contact us by phone at 800-341-9054 or email us at bestcustomscreens@gmail.com to request an estimate for your product and installation.
I can’t find the right size for me in your website, can you custom make? How much more will it cost?
Our company offers only custom made sizes. If one of our websites doesn’t offer the size you are looking for, then please call us for a quotation over the telephone. Please provide your size when calling and we will provide a price.
I don’t have a PayPal account, can I pay through credit card?
Yes you can pay via credit card on paypal. Paypal does not require a log in and password to pay with credit card. Using Pay Pal as a merchant offers better security.
I missed the delivery of the item? Can you reship?
In the event a delivery is attempted and was not received, please contact the shipping company first directly to reschedule a delivery.
If the item is returned to the Best Custom Screen warehouse, additional shipping charges may apply to reship the item(s).
My Screen Door is broken, what do I do?
Email our company immediately detailed information, photos, videos, scanned receipts from trucking company, etc. Email to bestcustomscreens@gmail.com attention: Claims Freight Damage
Do not delay. Freight claims must be filed within 3 to 7 calendar days depending on the freight company. If you have received a package damaged and signed for it, then you are ineligible for a freight claim. It is the responsibility of the receiver once they signed for the shipment.
Concealed Damage: The box is in good condition but the product is damaged. Please send photos of the box and door to the email address: bestcustomscreens@gmail.com. Provide details about whether or not you signed for it. Our customer support department can provide a copy of the proof of delivery with signature at the customers request.
We will initiate the claims process with the courier. The overall process can take 30 to 60 days depending on the trucking company. Meanwhile you may request for a replacement product, once the freight claim is filed.
You may check on the status of your claim by calling our hotline at (800) 341-9054.
My Sliding Screen Door does not fit. What should I do?
Our products are made based on the measurements provided by our customers.
In cases wherein the sliding screen door does not fit, you can bring it to our shop in Acton to have it cut down for a minimum fee of $35.00. We can also send someone out to your place next time we are in the area for a minimum fee of $95.00 (or more depending on location).
Best Custom Screens is not responsible for the customers measuring errors. We are here to assist in any way we can. If you happen to have a problem with sizing, please contact us for assistance. We can offer assistance by telephone or via chat on Skype and Google Hangouts, or Facebook Messenger.
What is the normal lead time for delivery?
When will I get the item once place?
Custom made sliding or swinging screen doors and window screens by Best Custom Screens! Plus they are all made to order!
The normal production lead time is approximately 5 to 7 business days on the Economy Sliding Screen Doors. Plus 3 to 5 business days on the Heavy Duty Sliding Screen Doors. Meanwhile, Swinging Screen Doors, as well as Customer Mitered Window Screens all have a 3 to 4 business day lead time. Please take note that business days does not include weekends (Saturday & Sunday) or holidays recognized by the company.
What is your office address?
We have several office locations in California & Nevada. The pandemic has made life challenging. But it’s even more difficult to manage business during these ever changing times. Most noteworthy, the Best Custom Screens Shop in Acton, CA is the only location currently open during COVID. This location you can go to pick up your orders for will call. You may also drop off screens to be re-screened by appointment only. Times are limited, so we highly recommend that you purchase new screens on the website at www.bestcustomscreens.com.
Acton – near Antelope Valley (Northern part of Greater Los Angeles County)
Will Call Hours
Acton Shop will call: Monday to Thursday 7:00am to 2:00pm and Fridays 8:00am to 12:00pm.
Remember our only location currently to pick up your order is at our Acton, CA location.
The address is 2210 Soledad Canyon Road, Unit F, Acton, CA 93510.
Customer Support Team live telephone and messenger chat hours
Feel free to chat 7 days a week, 24 hours a day. We do our best to monitor the chat by our mobile phones when we are not in the office. Please be patient if it is after hours and we do not answer. We never know where we will be. ZZZZZ
Customer Support Team is live by phone and chat
- Monday to Friday, 8:00am to 7:00pm
- Saturday and Sunday 8:00 am to 3:00 pm
Mailing Address
However, if you need to mail a check, please mail to our accounting department at: Best Custom Screens, P.O. Box 920264, Sylmar, CA 91392-9264
Corporate Headquarters
Las Vegas location:
Best Custom Screens Las Vegas
3651 Lindell Road, Suite D554, Las Vegas, NV 89103
However, products are not sold at this location and it is primarily an accounting and management office. Meanwhile if you require service please schedule an appointment with our local representative.
Local Installation available in Las Vegas valley
To clarify, the Las Vegas cities that BCS offers it’s services are Las Vegas, Boulder City, Enterprise, Henderson, Lone Mountain, North Las Vegas, Paradise, Spring Valley, Summerlin South, Sunrise Manor, Whitney, Winchester, Downtown, The Lakes, Summerlin, and West Las Vegas. All installations in this area are not currently done through our company. We refer the installation over to Mony Singh.
Encino, San Fernando, Sylmar, & Los Angeles Blinds & Screens Installations
Installation is available to order right here on our website at https://www.bestcustomscreens.com/product/installation-service-california-los-angeles-las-vegas-inland-empire-orange/
- Local Installation available throughout the Greater Los Angeles area.
- Inland Empire Service Area
- Orange County Service Area
San Fernando Valley Service & Repair
Lastly and most importantly, we established the company in the San Fernando Valley in the northern part of the Greater Los Angeles area. Our company offers a higher level of service because we demand ourselves to be the best.
Why is the shipping charge so expensive?
Most likely if you need an answer to the question, “Why is the shipping charge so expensive?”, then you most likely are out of the three states we ship assembled screen doors to. We only ship assembled screens and screen doors to California, Nevada, and Arizona. Shipping to any other states will increase the shipping cost excessively as well as most likely the shipment will get damaged. We recommend that all other states purchase the Unassembled Sliding Screen Doors on our site. The program is not for everyone. Its best to be a handy person, with the skills and tools to assemble the sliding screen door.
Assembled sliding screen doors are shipped by Truck “Common Carrier”. To ensure your order arrive undamaged, the sliding screen door needs to be packaged with a patent pending process of packaging the product.
We offer the very best price, including the shipping cost. In the other states, the shipping gets expensive with the assembled. For the unassembled, it is the recommended shipping to the East Coast and you would just have to put it together. Please see our video on how to assemble the unassembled sliding screen door
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