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Business Profile

Design Contractors

Legacy Design Group, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Design Contractors.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/13/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    In 2018, we hired Legacy Design to perform an extensive remodel / renovation of our home, and the project was completed in the Spring of 2020. At that time we were advised that their work was guaranteed for five years (or in some cases ten). In 2021 we experienced some issues with water that appeared to come in through exterior walls / windows. There was some ************ at that time between them and PGT, but no corrective action was taken. We had another, more serious issue with this during the recent storms & again reached out seeking a resolution. The owner (****** Heshelow) came to our house on October 22nd of 2024 to look at the damaged areas & told us he would be in touch within a couple of weeks to talk next steps. Despite repeated efforts to contact him by phone, text, or email, that was the last time we heard from him. We'd like him to stand by his guarantee and make the necessary fixes & repairs.

    Business Response

    Date: 02/04/2025

    This response was taken verbally by BBB:

    Our warranty is 1 year, not 5 years or 10 years. In 2021 we addressed a leak and didn't hear from them for 4 years. They contacted us after 2 hurricanes with high winds. This would not be a covered warrantable issue even if our warranty hadn't expired.

    Customer Answer

    Date: 02/06/2025

     
    Complaint: 22804984

    I am rejecting this response because:

    Throughout the process of the remodel and as the project was wrapping up we were advised that Legacy Design's work would come with a five year guarantee.  We were advised repeatedly by Mr. ******** that the fiberglass work on the 2nd floor deck was was guaranteed for ten years.  And his last statement to us (after seeing the problems in this area in October of '24) was that he would get back to us on next steps for having someone address this issue.

    As to the problems with wind-driven water inside the back walls of the house, we made repeated attempts to contact Legacy starting in 2022, and I have correspondence on that (still unresolved issue) from 2023.

    Sincerely,

    ******** ******

Legacy Design Group, Inc. is NOT a BBB Accredited Business.

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