ComplaintsforHome Design Exteriors LLC

• Initial Complaint

  01/13/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Hired this firm 4/17/23 to replace 15 windows and a patio door. After delayed delivery, windows were finally installed 8/30/23 but with several issues - missing grids, a bent screen, poor cleanup. Contacted **** right away and he said he would come out personally on 9/4/23 to see and address the problems. He never showed and did not return calls. ***** door was supposed to be delivered/installed a few weeks after windows; still waiting for that to happen. Multiple follow-up calls and texts over the last several months have all gone un-answered.

• Initial Complaint

  11/02/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On July 11, 2023 I met with **** ****** of Home Design Exteriors. He measured for two replacement windows, took a deposit of $1250.00, and told me it would be about 6 weeks. On September 1, I texted him asking about the status of our windows--no answer. I texted again on September 11 and 12. He answered on September 13 giving me a new date of the week of October 9. I texted on October 6 for the status and he said the windows are in and he was trying to get it scheduled in the next week or so. I gave him dates of October 18 or 19 that would have worked for me. He said he would talk to him installer to see what worked best with his schedule. I heard nothing since October 6. I texted again on October 25 and 27. No answer. I have emailed and left messages on every phone number I had and found on their website. This is beyond frustrating and I can't help but think they've gone out of business and are ignoring me. I want my windows installed at best and a refund of my deposit at worst. I do have a signed contract, but there is no order number, etc. on it.

  Customer response

  11/27/2023

  I received a text from an unknown number for this business the same day I filed the complaint. It said "...I apologize I've been away this week and catching up on work. Your window came in wrong and is being remade. I should have it here on the (November) 20th. It came in 6-inches too short."

  I replied "Ok. Please keep me advised. The lack of communication is very frustrating to me."

  There was no reply to my response. I texted him again on November 20, 21, and again today, Nov. 27. No reply whatsoever.

  At this point, I don't believe there are any windows coming. I am being completely ignored and I just want a refund of my deposit of $1,250.00.
  

• Initial Complaint

  08/09/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On June 6, 2023 I signed a contract to have 3 windows replaced. I was told the installer would call me, and be out within a week to measure the windows. I received no call. Approximately a month later I called to inquire about the measurement, and was informed it hadn't taken place. The owner apologized and said he would be out the next day to do the measurement, and would inform me of the status of my windows. I have heard nothing since then, and the company is not returning my calls, e-mails or a text message I send on 08/03 (asking for a full refund of my deposit). My impression is no work has been done on my project. At this point, I would like a full refund of my deposit.

• Initial Complaint

  06/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Reached out to ********************* on 2/15/2023. He was pleasant and quick to come out and give us an estimate for our small residential window job. He told us it would be fairly expensive for the size of the job, and probably not be able to be installed for 8 weeks. Given what we needed, his high recommendation on a local FB page, we were okay with that. He then didnt reach out for over 8+ weeks. **** then pushed installation to mid May & said hed give us a a discount due to the long lead time. We agreed. That was followed by zero communication leading up to mid-May. We were able to contact him one more time when he said hed give our deposit back. Since then -ZERO communication with me or my wife. He will not return calls or txt messages. At this point we just want our deposit back. We are disappointed in the lack of commutation & follow through.

  Business response

  06/13/2023

  I've been in communication with ******************* about the 1 window that was on order. I feel bad that we were not able to complete the order, Due to increase in work load our installer was not able to get to to the residence for a 1 window installation in a timely manner.  I have fully refunded their deposit.

  I wish the Landgrens all the best moving forward.

  Sincerely,

   *********************

  Customer response

  06/27/2023

  Good Afternoon - 
  
  I apologize as I missed the 7 day window as we were out of town. We did get our deposit back in full.  At this time the complaint is resolved. 
  
  Thank you!
  
  **** & *********************************
  

  
  

• Initial Complaint

  07/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Worked with **** with Home Design Exteriors in 2021 to purchase a set of windows. The sales process was fairly quick and **** generally responsive. Once the order was placed, long lead times were well-known at the time so no surprise it took ~4month for the windows to arrive.Their installers were great but had an incorrectly manufactured (size) window. I was told the replacement was on order (Dec. 2021). Around April 2022, I received a call from an installer that the window was in and they would be out to install in a couple days.The install date came, no word by EOD. I reached out to the installer and he, surprised that **** hadn't contacted me, said all they could find at the warehouse was a sash, no window. Nothing they could install.**** never reached out to explain what happened. Over a week later, I contact **** asking for a status and it took another week and multiple emails from me to receive a reply. The replacement, replacement window has now supposedly been on order since ~ 4/20/2022 and all subsequent emails and phone messages to **** requesting a status update remain unanswered.I know he's still doing his thing as a neighbor, whom I have warned about ****'s customer service, has a sales appointment with him in the coming week.In addition to the above, many of the new windows had manufacturing defects that were noticed right after installation. An avenue for filing a warranty claim is through the installer. It took from Dec. 2021 until April 2022 to receive a reply and visit from **** to file a warranty claim and assurance that he would help expedite the process if the manufacturer didn't reach out. Since then (now July 2022), deafening silence from the manufacturer (whom I doubt actually received the claim) and **** who I have, of course, made multiple attempts to contact (email, phone) for a status update or warranty claim assistance.

  Business response

  04/04/2023

  **************** is  a great client. I appreciated his patience on getting this resolved. I'm happy to respond that this job was completed last year and should close this complaint.

   

  Thank you,

   

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

  Customer response

  04/12/2023

  I'd like to update this complaint with a reply to the business' response that in December 2022, the complaint's problem was fully resolved to my satisfaction.
  

  
  

• Initial Complaint

  03/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We hired Home Design Exteriors on November 1, 2021 to install 5 windows. After several months with no contact, I reached out to **** on February 1, 2022 and asked what the status was. He informed me that he would be emailing the window company and would have an answer as to the status asap. I reached out again on March 1, 2022 and was told the exact same thing. My husband then reached out 15 days later and **** told us the order had never actually been placed. My husband requested a refund of our $2600 deposit at that point. We gave **** over a week to return our money to us and he has since ghosted us and has NOT returned any attempt to contact him. At this point we are out $2600 and are being forced to seek legal compensation. DO NOT USE THIS BUSINESS.

  Business response

  03/24/2022

  The ******* where great past clients of ours. We contracted to do 5 windows. The order was placed but unfortunately we found out that the order was in a quote status and not been converted to an actual order. I contacted ***************** while we were out of town soon as learned this and explained we could continue with the order or refund them their money. He responded and asked or a refund. I mentioned to them we were out of town and would return the following week to issue the refund. I texted ***************** telling them when I was going to be back. I even texted ****************** we were actually running a day behind. There was no Ghosting.

  I was a little taken back by the rude and threatening text considering I had just texted her the day before and how well the first round of windows went. I explained we were just returning and she would receive a complete refund. 

  The refund was hand delivered to ***************** with my apology and this matter should be resolved.

  I appreciated the past business with the ******* and wish them the best moving forward.

  Thank You,

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

  Customer response

  03/24/2022

   
  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,
  
  ***************************

• Initial Complaint

  08/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Home Design Exteriors/********************* and bought and entire house of new windows. The sales process was fine and most of the installation was fine. However, two windows came the wrong size and several screens were bent or broken. *****, the installer, did a good job installing what he had to install in August of 2020. Now, here we are a full year later and we still have two windows not replaced. I have reached out to **** and ***** many, many times over the course of the last year asking when we will get this completed. I have given **** every chance to respond and show up and finish this job and we now get no response. I have texted day after day, called, emailed - he has promised to come and finish - but has become totally nonresponse. So now stuck with two old windows and a house full of windows I know I will never get warranty service on.

  Business response

  04/04/2023

  The project at the Resigners residence has been completed for some time now. I'm happy we were able to get this completed. ********* made and installed over 20 windows in the home. There was a shaped window on the top story along with another window that did not come in correctly. It did take longer than expected to get the windows in and installed but we were able to finish the job. The client was great to work with and I feel badly that the last couple windows did not get completed sooner. Because of that I did compensate the homeowners for the last windows installed and did not charge them for those windows.

   

  Thank you,

   

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

*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. ↩