Poor Customer Service and No Accountability I rarely leave negative reviews, but I feel others should know about my experience with American Light Design. I had a MagnaTrack motorized screen along with permanent side screen panels and a screen door installed on my patio. Within the first year, one of the permanent side screens began separating. For a product and installation of this cost, I expected it to last much longer. I repeatedly contacted American Light Design for help but spent months being ignored. When I finally reached someone, I was told they no longer install that screen system because they are now using a different one. That alone suggests they recognized there were issues with the original product. Instead of standing behind their work, they mailed me replacement screen material in April 2026 and told me to hire my own handyman to install it. They also promised me $200 to help cover the repair. However, I never actually received the money. I was instructed to access it through their app as a referral credit, but no balance ever appeared, and there was no way to redeem it. It is now July 2026, and once again my calls are being ignored. I am left with a defective screen, an unfulfilled promise of reimbursement, and no meaningful customer support. A company's reputation is not built solely on the products it sells—it's built on how it treats customers when something goes wrong. In my case, American Light Design failed to stand behind its installation, failed to honor its promise of reimbursement, and failed to communicate. Given that the company has moved to a different screen system, I believe the fair resolution would have been to replace the defective side screen with the newer system rather than expecting me to arrange and pay for repairs on a product they no longer install. Unfortunately, based on my experience, I cannot recommend American Light Design.
Reply from American Light Design
Hi Tami, thank you for taking the time to share this, and we're sorry the experience left you feeling unsupported. You're right that our communication fell short. The team members you originally reached had since left the company, and because we gave clients direct personal lines rather than a call center, your messages unfortunately went to phones no longer associated with our business. That's on us, and we've since established a phone line that is permanent and available on our website so this can't happen again. For context on the issue itself: your motorized MagnaTrack screen continues to operate perfectly, and the separation was limited to one fixed side panel at the edge nearest the door handle — a high-traffic contact point where screens commonly get pressed against as people come in and out. Localized separation of that kind falls outside both manufacturer and workmanship warranties with any screen company. Even so we wanted to show appreciation and support to all of our clients and we didn't want cost to be a burden: so we paid for and shipped replacement screen fabric out of our pocket and funded a $200 credit toward a local handyman's installation of that small fabric area. That credit has been in your account since June 4th and our support team member, Fred, has reached out to walk you through transferring it to your bank — it's still there and ready for you. We've also since moved exclusively to MagnaTrack's new Defender Series track system — because we only install what we believe is the very best technology available — This would be an upgrade to any spline and groove screen system, and was not on the market at the time you purchased your screen system. Please reach out to Fred (703) 915-7810 support@americanlight.design, we'd love to get this fully resolved for you. ** previous response to 5 star Review **Thank you for your wonderful review, Tami! We're delighted to hear that you have had a great experience with our team. Your recognition of our professionalism and workmanship means a lot to us. We're committed to maintaining this level of quality and look forward to working with you again!