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:13/06/2024

  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.

  In spring 2021, had two exterior doors put in by LB exteriors. The doors are black in colour (my choice). I asked if they could relocate a screen door that I had on my side door, to the back door, which they said would be no problem. The only issue they mentioned would be that the screen door may not be a perfect fit. I did not mind because I had the other exterior door behind it and it would be closed most of the time so it wasnt an issue for me. I should mention that the exterior door behind the screen door is one of the black doors installed by LB Exteriors as well. A few months ago, I noticed the frame around the glass in my black exterior door was separating at one of edges. I called LB and he came to look and said hed contact the door manufacturer. After me calling back twice for an update, he told me he would replace it. Great! They replaced it. My fianc noticed a few other issues with the door and they came back and the owner did not like things my fianc was pointing out. Then informed my fianc that they should have charged me for the repair as I was told by them that the screen door on my black door would trap heat and potentially cause issues with my black door. At no point EVER was this mentioned to me. ***** telling my fianc was the first it was mentioned.I want them to take the screen door off and replace the flashing. Damage to my black door will happen again if I leave the screen door on. *** called ***** and left a message to talk about it and hes not returned my call. Im tired of chasing him and am upset that I was not told the information about the screen door trapping heat between my doors. What is more upsetting is that hes claiming that they did tell me and I did it anyway. I would have never put the screen door on had I known this information and now I am stuck with holes in my flashing from the screen door. Im trying to get new flashing installed to replace the old one (under warranty!). ***** has not returned my call.

  Business Response

  Date: 14/06/2024

  Hello *******, 

  As discussed previously, you were informed that the glass would have to remain open on the screen door on hot days to avoid damage to the door, since it is a black door. When the frame separated from the glass because of the heat, we changed it for you at no charge. Then we got another call from your husband and I did show up to hear his concern. There was impact damage to the capping on the side door (not the door in this complaint) and was trying to get us to re-cap it at no charge. Of course, that is not something that would be covered. As far as having to remove your screen door and there being holes from where the screws were, that is also not something covered by warranty and we would not be re-capping your door free of charge. I can appreciate that it is an upsetting situation for you, however this is not an issue caused by us.

   

  Thank you

  Customer Answer

  Date: 15/06/2024

   
  Complaint: 21844924
  
  I am rejecting this response because:

  The information provided by LB Exteriors is incorrect. It was NEVER communicated to me that the screen door would trap heat and cause damage to my door. It was NEVER communicated to me to leave my screen door open to prevent this. I did not know this. I would have NEVER put a screen door on knowing that it could possibly damage my door. Moreover, Canada Windows and Doors (the company that supplied the doors) was contacted and would not put in writing to me that the screen being open is enough to prevent this from happening. Therefore, LB Exteriors should NOT even suggest this as a way to avoid damage to the door. In addition, if LB Exteriors advised me about the risk of putting a screen door in front of my black doors, they should have included that in their invoice to me in order to protect themselves from this situation. Anyone with good business sense would have done that to protect themselves.

  I want to be very clearthis information was not communicated to me, and if it was, it should have been notated in the invoice. 
  

  I am not a rich persontheres no way I would ever jeopardize something that cost me $6441.00.

  Lastly, I do want to mention that I did want to communicate with LB Exteriors prior to going to the BBBbut they do not like to return calls. This whole experience is extremely disappointing and unprofessional. 

  Thank you. 

  Sincerely,
  
  *********************

  Business Response

  Date: 17/06/2024

  Hello *******,

  I do remeber having the conversation with you before the door was installed. You really wanted the storm door on for the dogs, so you could have the breeze coming through without them running out. It is unfortunate that the frame around the glass seperated because of the heat, however we did fix that for you at no charge. Then we got another call from your husband saying there was damage to the capping on the other door and that it was because the way it was installed. I showed up and it was very clear that the damage was from an impact. I offered to fix it at a service call fee and your husband came off as rude in the entire situation. I understand now, you have removed the door and would like your capping fixed. I apologize that we missed your call however it is a very busy time of year and we dont always catch every call coming in. We feel it would be best if you called someone else to cap your door at this point. Clearly there is a misunderstanding in this situation and perhaps I wasnt clear enough when we initially spoke about the door, so I do apologize if thats the case. I am glad however, that we were able to fix it at no charge to you.

  Customer Answer

  Date: 18/06/2024

   
  Complaint: 21844924
  
  I am rejecting this response because:

  The issue of heat affecting the integrity of my door was never mentioned. Yes, I did push for the screen door but never at the risk of damaging my $3000 door. When you came to look at the door a couple months ago, you didnt even mention it. All you said was youd contact the manufacturer and see what you could do. The first I heard about the heat being a factor is when you told my fianc that is was the cause. After that, we did further research and contacted Canada Windows and Doors only to find out that a screen door should have never been installed and suggesting that the screen be open was not a viable solution.
  Also, being busy is not an excuse for not returning a call. Thats just bad business and this is not the first time you have not returned a call.
  Furthermore, the conversation you had with my fianc became rude when you became rude. All he was doing was pointing out all the bad work that was done on the doors and you became defensive. I have included photos of the poor work. First photo is the finishing job on the trim in the inside of my  house. The image speaks for itself. Second is the nail that your employee put through the trim and into the door jamwhich caused my door to get scratched from the nail (the nail has since been removed). You responded to this by saying so you want a whole new door for that? No, we werent pushing for that. We only wanted to show you the poor work. The next photos are the void between the cap and the frame. This void goes all the way up the door from the bottom to the top. When my fianc showed you youre response was you dented it. Ive enclosed photos from both the top and the bottom. It is the worst at the bottom and the top shows a gap but also a horrible cut which makes it wavy in appearance. I wont even get started on the weather stripping thats always coming off and leaving gaps
  At this point, all I am asking for is to have the screen door removed and to make it look like the screen door was never there. I just want good work. Thats all I ever wanted. I trusted you in the beginning of this process, and I was let down. I am trying to find a resolution and you just want to dust your hands of me? We have a warranty in place and you are asking me to use another contractor? If something else happens to the door am I just supposed to go ask someone else even though its under your warranty? This doesnt make sense
  Thank you,
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:16/11/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I settled up with ***** the owner to get my gable ends done to a roof job paid in full the year before… where he forgot to do the gable ends… apparently the siding got ordered and l was waiting for him to finish said job and l keep getting the run around.l understand l m not the only customer but he also did my windows as well this past year. He either argues that he don t do the job any faster when l do get a hold of him whether l call or not or promises that l m the next siding job and gives a date and dies not show up or follow up. He has been paid for a service… he ordered and got the siding and has not contacted me at all to finish this.. as the job requires money to finish which l have no issue with. This has been going on since April 25 2022. We are now November 16 2022. I just want the gable ends done. Now he is avoiding my calls.

  Customer Answer

  Date: 28/11/2022

   ***** ********* contacted me irate via text on messenger and then called the day after via phone. I chose not to  respond to the messenger text via Facebook….l told him we were not arguing and that l wanted the matter settled. He informed me , he was not comfortable dealing with the requested job of doing the gable ends as a deposit was already paid, in light of the complaint l launched with your office. He then informed me he would refund the balance next Friday. He stated that although l complained with your office, the job would have been done quicker. I finally got a cash refund November24,2022. Bless your hearts for your help. This issue dragged on TWO years and it caused unnecessary stress and duress. Not only did the unfinished job look unsightly…it affected proper insurance coverage for my property. I was already under lots of stress in my personal life and this was so unnecessary. My gratitude goes to the office of the ****** ******** ****** for this coming to a close.  I would never recommend LB Exteriors 

  again as a result.

   

   

   

  Sincerely,

   

   

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