Complaints

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.

• Initial Complaint

  Date:03/15/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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.

  On 8/18/22 we signed a contract to have our screened-in porch converted to a sun room. Sun State was to provide the widows and all materials and labor to do this at a cost of $14,460. The first conversation we had with the owner was about communication and how we needed to be kept appraised with the process of the job and we insisted he must answer/return all of our phone calls. It wasn't until October 2022 that the job was completed. During the process we found it harder to connect with the owner. He wasn't returning phone calls. We asked for a copy of the warranty and that was promised... we still don't have it. Upon inspection of the windows, we discovered some issues with them and the screens. *********************** (the owner) kept promising to send someone over to evalute our issues and report them to the manufacturer. That never happened. At different times when we managed to connected with **** and were promised over and over again he'd send someone out, it didn't happen. We have been in touch with the windows manufacturer on two occasions and learned **** never contacted them for a service call. When we leave messages for **** and we eventually manage to connect with him, he swears he never received our calls or emails. The last message I left stated that if he did not return our call within three days, we would report him to the BBB. He has not called us back. We spoke directly with CWS (*********************) in *******, ** and they are sending out a technician to look at the windows but warned us the replacements would be no charge bu we'd have to pay the steep labor costs for installation. We are disgusted with Sun State and its owner, ****. We are sorry we ever decided to do business with them. It's been a nightmare. The business number is ************. ****** cell # is ************. We'd like Sun State to cover the costs of the installation, if there is any.

  Business Response

  Date: 04/13/2023

  Business response taken verbally by BBB:

  We are the installers on this job and there was no issues with the installation of the window, so this would not fall under our workmanship warranty. This issue is related to a manufacturer warranty issue as the window was found to have been defective, so their warranty is what would cover the replacement of the window. As we are not the manufacturer we are unable to assist with their warranty claims.

  Customer Answer

  Date: 04/14/2023

   
  Complaint: 19584175
  
  I am rejecting this response because:  We have asked to see the written warranty since we purchased the windows.  We have been promised on multiple occassions that the warranty would be brought to us.  This never happened.

  ****, at Sun State Builders, LLC told ** that the warranty covered parts and labor for one year.  According to CWS in *****, **, they do not cover labor - only parts.

  Mark lied to **, which is probably why he never showed us the warranty, and we are now asking him to cover the labor for this install project.  
  
  Sincerely,
  
  ***********************