Complaints

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• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Aspire Indiana contracted with Surbers Windows to install 3 sets of patio door at an Aspire ************* home located in ********, *******. Surbers prepared an estimate that was signed and approved on 06/02/2023. Surbers began the installation on January 2, 2024. At the time of installation, ****** *******, Aspire Indiana Facilities Manager, contacted ***** with Surbers that the doors provided did not match to the low-profile handicap thresholds that were included in the approved estimate. On May 17, 2024 **** ******* emailed me to respond to the concern. An on-site meeting was scheduled for June 7, 2024, with **** ******* to show him the doors and threshold. He indicated that he would check with management about our concerns. I followed up with with Kody on June 17, 2024 via email and have been unable to get a response.

  

  Business Response

  Date: 01/29/2025

  *****,

  First, Id like to apologize if you were waiting for a response from me. I dont show any communication attempts after our in-person meeting. Following up on our discussion from said meeting on June 7th, we addressed the confusion regarding the options of incorporating Handicap Thresholds or Slidable Screens, as our manufacturer does not offer the ability to accommodate both. From my understanding, at the time of installation, a representative from your company communicated a preference for screens, which is why we proceeded in that direction.

  During our on-site meeting, you and ****** expressed the opposite.However, rectifying this would require removing the existing doors and ordering entirely new ones. As I mentioned at the time, I am not authorized to make that change. However, I stated that if you can locate a door manufacturer capable of accommodating both features, we are prepared to refund the 50% deposit in full and accept the return of our doors.

  Unfortunately, I was unable to obtain authorization to order new doors due to the direction provided at the time of installation. We consider our obligation complete and have written off the remaining 50% with the understanding that you were exploring other door options in anticipation of a refund. Which is still an option available to you, but this would need to be done simultaneously to avoid leaving any structure unsecured since a refund will be issued once the doors are returned/picked up. 

  I'd love to get this resolved for you as soon as possible. You can reach me directly at my email. *********************************** Or by phone at the office. ************

  Thank you, 

  **** *******