They did not deliver what was described by the salesman and they never arrived on time to do the work.
Buyer Beware - The Aluminum Company of North Carolina has very friendly sales people who show and describe one product to you but later another, much lesser quality product is delivered and installed on your house. Everyone I talked to was very friendly, but no one showed up on time except the lady to collect our payment. In several cases, I had to call the office more than once to find out why they had not arrived as promised and although I had stayed home from work to meet them, I was asked to wait until the next day for them to start.
Our project involved several different parts with different crews and not one of them arrived on time. When the first crew finally arrived, half of the crew was pulled off for a higher priority job. After waiting 8 weeks to even get the job started, the work took several days longer than it should have because we were treated as low priority. Our total bill was almost $20,000, which is a lot of money for us but apparently is not significant to this company.
This complaint is being filed because it has been over a week since I was promised a follow-up call about my issues. They cashed our check without ever giving the final walk-through inspection that they promised. The whole experience has been a big frustration and we wish now that we had chosen a different company to do our work.
Several items need to be replaced - a window that does not close properly and a storm door that was not installed correctly. These have been ordered and are promised to be delivered and installed. However based on prior experience, I am including them to make sure that this work is done as promised.
I want a walk-through with someone who is knowledgeable and in a position to get other minor items corrected.
I want to talk to someone who can either adjust our bill or (preferably) get the siding on our front porch replaced with a product more in line with what we were promised.
I want an apology, not a dozen excuses, for why we were treated as unimportant and had to call multiple times to get any of the work done.
Business Response /* ****** ** *********** */
In response to the complaint from the customer, the customer states after waiting almost 8 weeks to start the job we finally showed up to do the work. The contract clearly states the approximate start date will be 6-8 weeks before it starts. This complaint had no merit.
The customer states they were treated as a low priority. This is not the case. Once the job was started, we stayed until it was complete. It may be true that part of the crew left the job to do something else but there were always people working on the job. Sometimes things come up and one of the guys may need to leave the project for a short time to take care of something on another job, this is just the nature of the business. This complaint has no merit.
The customer states that there is a problem with the storm door and that is correct. What she failed to mention was that the salesman included this door for her at no charge and the door was custom made to clear a dropped beam in front of the door. Our installation crew was able to modify the beam so the customer could enjoy a full size door and we ordered another door again at no charge.
The customer states that the job was almost $20,000, it was actually $19, 447 and we collected $15,000 at the walk through. The customer and our employee agreed that they would hold back $4447 until any remaining punch list items were completed. I find it very interesting that the customer left this detail out.
The customer also states that she has not heard from anyone. This is a blatant lie because her salesman called her on Friday July 11th and left a message with her to meet and discuss her concerns. The customer did not return his call and then filed the BBB complaint on Monday July 14th. I also want to say that the customer's door had already been ordered and should take 3-4 weeks to come in.
The BBB holds its members to a higher standard of ethics but I also think customers should also be ethical and truthful when filing a legitimate complaint. I feel this customer has not been truthful or ethical on this complaint and left out many details which I have previously described and we feel that this customer filed this complaint prematurely and without merit given the short time that has passed when we had the initial walk through and collected her partial payment on July 2nd.
With that said, we will get her door installed, take care of any punch list items and collect the remaining balance of $4447 and move on.
**** *******, Owner
The Aluminum Company of North Carolina
Consumer Response /* ****** ** *********** */
I am very disappointed that **** ******* would call a customer a blatant liar. I filed this complaint on Friday, July 11 around 3:30 in the afternoon. His salesman called at 5:28pm. I interpreted the timing of the call to be in response to the complaint. His message said that he wanted to come by early the following week, but my schedule was full and I needed to compare calendars to have an alternate time to meet him. I had waited all week for a call from him. I thought he could wait until Monday for a call back from me.
On Thursday, July 3, I was promised a call back early the following week. As I stated in the complaint, I waited all week and filed the complaint late on Friday because it appeared that no one was going to call. Since I had called them to get nearly every phase started and had already put up with many delays, I did not feel obligated to call them to resolve their customer service issues.
**** *******'s response mentions several details that I did not include. In an effort to be concise and list the items that were most problematic to me, I did not include every detail. However, he did not mention all details either. The Customer Service Manager called around the 6 week mark to say that our job was delayed due to delay in getting the windows. I told her that I understood vendors could have problems, and requested that they go ahead and do the gutter helmet part of the job. We were having bad storms nearly every evening during this time and our gutters had not been cleaned since that was to be included in installing the helmet. She said that she would check on that part of the job and get back to me. I did not hear from her again and it seemed to us that our job was not on the schedule at all until I called on June 16 or 17 to see when they would start. In response to my call, someone called me back and offered to start on Monday of the following week. Because we were going out of town, we agreed to start the job on Wednesday, June 25. I was told the crew would be there around 8 AM. I stayed home from work to meet them. When they had not arrived at 9:30 AM, I called to find out why they were not there. The person who handled the crews had no idea they were not there even though he told me that they should have come to the shop at 7:30 to pick up our windows. The scheduler called me back after checking on the crew and said that a personal emergency had kept the crew away. He rescheduled us to the following day with a different crew.
I already mentioned how half of this crew was pulled off our job on the first day. Not only did half the crew leave, but they took all the tools. My husband loaned them his power tools and hammer so the two guys who were there could continue working.
The window and siding crew told me that a painter would come to finish the inside work. It was scheduled for 8:30 AM on July 2. Someone called on Monday, June 30 to confirm the painters would be there on Wednesday morning. This time, I waited until about noon to call and see why they had not arrived. The girl that answered the phone told me the painting was all outside and that it had been done on Monday. I assured her that it had not been done and that it was inside, not outside. She checked with someone and came back on the phone to say they would come the following day. Since I had specifically stayed home to meet the painter, I informed her that this delay was not acceptable. She checked with someone else again and came back to tell me that the painter would come that afternoon.
**** ******* also failed to mention that the salesman included the storm door at no charge so he could close the sale. We had gotten quotes from 3 other companies and wanted to review and consider them all. His salesman offered the storm door to encourage us to sign a contract that night. Although we were told that we would get a no obligation estimate, the salesman did everything he could, including throwing in the replacement storm door to get us to sign the contract.
This complaint was not filed because The Aluminum Company of North Carolina did not start the job within the stated timeframe. The salesman had said that they could probably do it sooner, but that 6-8 weeks was the promised time frame. Actually, the job was started 9 weeks after we signed the contract. Still, this is not the complaint. The complaint is that except for arriving to get measurements at the start and to collect the payment near the end, not one crew showed up on time and in most cases, although the appointment had been confirmed, I had to call to tell The Aluminum Company of North Carolina that the crew was not there and to make alternate arrangements.
Representatives of The Aluminum Company of North Carolina and **** ******* have asked me to withdraw this complaint. I was considering doing that until **** ******* called me a blatant liar. Withdrawing the complaint would prevent others from knowing how they may be treated by The Aluminum Company of North Carolina. I understand that many customers attest to having a wonderful experience doing business with The Aluminum Company of North Carolina. The Aluminum Company of North Carolina had several opportunities to exhibit great customer service on this job and failed every time until I filed this complaint. Overall, it has been a very disappointing experience.
Final Business Response /* ****** *** *********** */
In response to the ******* response dated July 21, we feel the complaint with the Better Business Bureau was filed prematurely, without giving The Aluminum Company of North Carolina an opportunity to correct any punch list items, receive the new custom storm door, and while the ***** still owed the Aluminum Company a balance of $4,477.55 until the issues were resolved.
With that said, when we receive all the materials we will complete the punch list items, complete all work, collect the balance due in full, and move on.
Final Consumer Response /* ****** *** *********** */
(The consumer indicated he/she ACCEPTED the response from the business.)
The Aluminum Company of North Carolina is entitled to have the opinion that the complaint was filed prematurely. As a customer, I am disappointed that it took filing this complaint to get The Aluminum Company of North Carolina to meet with us for a walk-thru and to resolve our issues.
I had to call The Aluminum Company of North Carolina numerous times to get the work done when crews did not arrive as scheduled. As described earlier, for many reasons, we felt that we were treated as a small, low priority customer. This is our opinion based on the poor customer service and unreliable schedules we were given. When another appointment was missed by 4 days, the follow-up phone call from the Operations Manager, I was not going to call the company again and beg them to hear my issues. Filing this complaint seemed like my only option.
According to the BBB website, accepting the business' proposed resolution means that I am completely satisfied with their response. This is not the case; I am not completely satisfied. After I filed this complaint, The Aluminum Company of North Carolina contacted me and is working to resolve the issues with the products and work done at our house. I am disappointed that The Aluminum Company of North Carolina chose to personally attack me for filing this complaint and has done nothing beyond a phone call from the owner and the basic terms of the contract to apologize for the problems we have experienced. Although I am not completely satisfied with the response, The Aluminum Company of North Carolina is working to meet the terms of the contract and I agree to accept their resolution and close this complaint.