ComplaintsforColorado Sunroom & Window Distributors

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ordered window replacement: 1/9/23 put on an a **** card for down payment: $3,780 (balance due upon completion) $8,818 Total: $12, ****** ORDER # ************: ***(manager) phoned me to request the final payment. I informed him that the job was not completed because a window was cracked and needed to be replaced. He told me that it was still under warranty and it would be replaced. He spoke on about how I owed them as per agreement. He volunteered to let me hold out $2000 until it was replaced. I unfortunately sent him a check for the full amount ($8,818 check # ****). I should have held out the $2,000 Now I am unable to get the glass replaced. As I look at this, my warranty does not start until the job in completed.5/16: Windows have been installed. Installer here to complete job, adjust lock on sliding door. I showed him a crack on lower right corner of one of the windows. He took a picture of the window and would report it to get it replaced.6/7: I phoned in to **** (ofc. worker) to report that the window has not been replaced.6/26: phoned again.7/26: phoned again. **** checked with ***. He told her to tell me that as soon as the glass arrived he would send **** out to replace it.8/21: phoned again.9/12: phoned again. I could use help getting my window glass replaced.

  

  Business response

  09/15/2023

  Mr. & ***************,
  
  I want to apologize for not providing information on the order status as we received it from our manufacturer.  We have ordered ***************** from our manufacturer and there had been a delay because of a back order from the special exterior color of your window. This manufacturer does not just send the glass but sends a whole sash as well with the glass in it. The sash is the frame that the glass sits into so the window can slide back and forth, but also hold the glass panel in place.   Since the complex that you live in requires a special exterior color that has to be applied to the sash, this has delayed the ************** from getting to the Colorado Sunroom and Window.  I have reached out to the manufacturer and have estimated the delivery within the next 3 weeks or so depending on when the delivery swing truck will come through ******.  I understand your frustration and Colorado Sunroom and Window has every intention to replace your cracked glass, but sometimes are at the mercy of the manufacturer. Colorado Sunroom and Window should have communicated the delay with the sash as we had received the information.  I appreciate your patience and as soon as the sash and glass come in, we will reach out to schedule the installation ASAP.  Thank you
  
  ****************************;

  Customer response

  09/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************** *****

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We began the process of adding a sunroom to our existing deck in November 2021. The planned completion date was July 1, 2022. Needless to say, we are still waiting for 100% completion. The work was hit & miss. The structure was built and then required fixing and tweaking a number of times. Colorado Sunroom has been back out to our home at least 5 times to fix their own construction. We completed payment to Colorado Sunroom at the end of 2022, withholding funds for one screen door. The screen door is crooked and they admit the many "fixes" to the door are shoddy. We were told Feb 1, 2023 the door would be here in 4-5 weeks. I wrote to Colorado Sunroom this Monday, March 13 about the status of the door and ***** has gotten back to me. We are rather fed up with this company. We regret having used them over the competition for this type of sunroom.

  

  Business response

  03/16/2023

  I want to start off by apologizing to the Nelsons.  This has been a challenging project for both them and us, and this really should not have been as difficult as it has become.   We have been to the project multiple times to fix some issues, replace missing parts from the kit that was not sent with the original order, and fix installation flaws. Our ultimate goal is to provide the customer with a great product and great installation and we will not stop until that s done nd the customer is satisifed. 

  Based on the last visit our project Manager determined the screen door just was not right and could not be fixed onsite so we reordered a screen door from the manufacturer.This was ordered at the beginning of February.   This manufacturer has its own trucks and trailers for shipping material to their dealers.  With that, they will not send a semi-trailer out until there is a certain amount of material on the trailer for cost-effectiveness with the high shipping cost these days.  At the time we ordered the screen, we were estimating it was going to be about 4-5 weeks to get this shipment of material from the manufacturer.  That was an estimated timeline.  5 weeks would have been the week of March 6th and as we see that has passed.  We did drop the ball and did not communicate that to the customer, and I am sorry.   There are back-order items for other projects from the manufacturer delaying the shipment from leaving right now. We have asked the manufacturer to send the screen out through a common carrier and they have refused to do that as there is a high probability the screen door will be damaged in transit and we would be back to square one. The manufacturer is now estimating the shipment of the screen should be coming the week of 4/6. 

  Colorado Sunroom and window has every intention to get this customer their new screendoor and have a ********************** that they can enjoy for years to come.  As soon as we receive the screen, we will be scheduling the installation of that screen door. We are at the mercy of the manufacturers timeline and when new can get the product. Some day I wish we could just make this prodcut right here in our shop so we did not have to wait as long as we do.  Lets hope we will see the semi-trailer the week of the 6th. Thank you. 

  Customer response

  03/16/2023

   
  Complaint: 19598050
  
  I am rejecting this response because: Colorado Sunroom stated they ordered the screen door the beginning of February 2023. This door should have been ordered much, much sooner. We did not provide full payment in December *********************************************************************************************** February and not the end of 2022?? It should have been ordered in October or before! We will be happy to receive the screen door to FINALLY complete this project, but this response from Colorado Sunroom only adds to our aggravation re: how they have handled this project. 
  
  Sincerely,
  
  **** & ***********************

  Customer response

  05/03/2023

  Complaint: ******** Update:

  Colorado SunRoom did come back out and handled all of the complaints well.  They improved the look of the room well.  We appreciate their prompt action to resolve our issues.

• Initial Complaint

  09/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  DO NOT USE THESE PEOPLE!!!! We started our sunroom in February of 2021. Its late September of 2022, over an YEAR AND A HALF LATER, and its still not complete. In early spring of this year, I let them know that we have to move and they need to finish so we can get the house on the market. As the summer passed with no progress I let them know that if it couldnt be done by August that I would need to cancel, which was within my right. They claimed it would be done by ****** (see photo.) Now weve missed the summer season, and as rates go up my project just sits there. Not to mention they have all our money tied up. These people have zero integrity and I have the pictures, and text messages to prove it.

  

  Business response

  10/11/2022

  BBB,
  
  I am responding to the complaint put forth against Colorado Sunroom and Window.  I believe the customer is misrepresenting and misleading the fact of the project and what has really transpired through the months.

  
  A contract was signed on February 9th of 2021 Between Colorado Sunroom and Window. This contract was for the installation of a 34 x 14 skylight, qty 1 -18 x 76, Qty 1 9 x 76 folding doors, and Qty 1- 6 x 76 French door.  This contract was signed with  the understanding Colorado sunroom and Window was to install the skylight and doors on and in prepared openings by others.  The customer at that time had a contractor that had just built a large garage and livable space for them. He was willing to do the project and in a faster timeline than we could provide at that time. Their Contractor was going to do all the framing and structural work in preparation for us to install the skylight on a structural curb and framed openings for the doors.  As part of our contract, Colorado Sunroom and Window was also supplying architectural drawings for the project as well. After the drawings were all approved by **************** and ******************, they were going to have their contractor apply for all permits needed and perform the work once the permits were approved. At this time we were just waiting for their work to start and for a schedule to be sent to us for when the skylight and doors could be installed.

  
  **************** and ****************** reached out to our design consultant, ******************* with whom they had worked previously, who called asking us if we could be the general contractor on the project now; to take care of everything as they did not want to work with the contractor they previously hired.  On Sept 13th,2021 we signed a new contract to do all the work needed to do this large addition.  We now turned into the projects general contractor, not a subcontractor.  We went right to work and sent the architectural plans to our engineer for review and his stamp of approval. On Oct 12th, 2021 we submitted to Park County for permits -one month after we contracted to take over the project.

  
  On Nov 3rd,2021 *************************. sent us an email stating they need important paperwork signed and notarized by the homeowners.  ***********************, our project manager, sent **************** an email requesting this information and instructions on what was needed from Park Country.  Multiple calls and emails were sent to *************** requesting this information.  *******************, the design consultant, finally got hold of the homeowners and *** received the paperwork needed on March 22, 2022, 4 1/2" months after the request.  Once Park County received the paperwork needed it went into building review.  On June 9th, 2022 we received an email from Park County questioning the new garage/ livable space that was on the house that was just newly built. This structure created some problems for us and getting a permit for our project.    This is still in question whether it is compliant or not, After multiple attempts of driving to the building department in ******** stating we had nothing to do with that building, received our complete permit. 

  
  There was a text message between our design consultant ******************* and **************** about being completed end of Aug.  I think ******************* might have been a little overzealous and excited about the project with his statement, also not understanding the amount of work and logistics that was going to be needed for a large scale project like this.   That is still only an estimated timeline that was given, we are going to do all we can to get the project completed as soon as possible.  This is a $350K + project and we do have great workers and sub-contractors, but we are not the extreme makeover and  to complete a project like this in 2 months would not be possible..  We started Work on the project on July 7th. Demolition of a shed and decks had started.  Our concrete subcontractor started digging and forming the foundation on July 14th and completed the concrete in early Aug.   Framing Started on Aug 18th.  We did have some delays getting the framing contractor up there as he was delayed on the project he was working on.  The framing was complete mid-September and the roofing started Sept 28th and will be completed Oct 12th as we have been waiting on some custom flashing to be made.  The skylight installation is estimated to start on Oct 17th.  I feel were moving along very fast and efficiently with this project for the amount of work that needs to be done.

  
  I feel the claims from **************** that we started his sunroom in Feb 2021 are false. He signed a contract on that date,but now many steps had to be taken for this project to even start construction,at that time, besides the architectural drawings, was not part of our scope of work or what we contracted to do.  His contractor did not do his part between Feb 2021 and Sept 2021 which should not be held against Colorado Sunroom and Window.  There was also no sense of urgency from **************** from Nov to March when Colorado Sunroom and Window never received the notarized documents with multiple attempts and no communication until March 22,2021.   From there we did our part.  Colorado Sunroom has spent lots of time on this project between meetings, building department reviews, and project management. Colorado Sunroom and window has done everything **************** and ***************** have asked and more.  Stating we have done nothing and sending a BBB complaint in the middle of a project does not seem warranted. *********************** has been in communication with ****************** updating him and asking questions thoughout the start of the project, but I do not know if those communications have made it to **************** through ******************,we have received calls from **************** asking questions that have already been answered with ******************.   I understand they want to get this house up on the market as soon as possible as they are funding two properties.   We are doing everything we can to get this completed as fast as we can, but still want to put out a high-quality product as we do on all of our projects.  This is a large-scale project with multiple moving parts and lots of logistics getting multiple trades involved and scheduled. We are moving forward and pushing hard.

  
  I ask this complaint to be completely removed and no complaint showing on our BBB record. Colorado Sunroom and Window has clearly been on task working to build **************** and ****************** a beautiful sunroom on their house. This was clearly an emotional complaint as we know they want to sell the property asap.
  Please let me know if you have any questions as I would be more than happy to answer them.
  
  *******************************

  Customer response

  10/14/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

*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. ↩