ComplaintsforParadise Exteriors, LLC

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I tried everything i could think of to contact this company to work something out when my husband and I first realized that though we had a verbal consent about ************* of delivery of windows and doors it was not going to happen, We went with this company though more expensive than others because at the time we felt they were honest and would protect us through the last hurricane season. The delivery turned into December (verbally and via text I DO have a text from the salesman stating September) I called many many times (no answer no reply), emailed all four of the hierarchy (no reply and they have since taken down emails from the website) to try and work something/anything out. My husband was extremely ill, has since passed. So now I have lost my husband, will be losing my house to pay for the windows, am was forced to TAKE the windows though I have no idea where to put them, keep them, or what to do with them once I move. I am losing $37,000+ in savings that I can barely afford. I think this could/should have been handled in a very different and fair way. I hope this doesnt happen to their mother. It is all about the money with them and againI have lost everything. They are heartless and just not returning phone calls tells me that even if i HAD gone with them if there was a problem they would not return my phone calls. Shame on Paradise Exteriors and shame on their salesman ***** who swindled us.

  

  Business response

  10/04/2022

  This is a duplicate complaint:

  Complaint Case #: 90642736

  Thank you.

• Initial Complaint

  02/17/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Paradise Windows ordered my impact windows for me in July and they installed 4 at the end of December. They forgot to order two of them I have been waiting for this project to be over for the past six months you get no response from them just lies they’re coming in but they never do I have an open permit that I would like closed Their customer service is the worst that I have ever dealt with they do have a good installers but the office managers are the worst.

  

  Business response

  03/05/2022

  We received the replacement window on 2/23. The window arrived damaged from the manufacturer. We re-ordered the new window and received an eta of 3/25 and will update you on it's arrival once received & inspected. Thank you for your understanding.

  

  Business response

  03/07/2022

  Paradise Exteriors follows Florida's lien laws which states the contractor has the right to place a lien on a property 90 days from the initial date of install. The companies policy is to place a lien on projects with a balance that are beyond the 90 day period. Once the project is paid in full the lien will be released. Thank you.

  Customer response

  03/08/2022

  
  Complaint: 16781312
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

  The job has not been completed once the job is completed they will receive the money they have an install two windows as of yet they put an illegal lien on the property

• Initial Complaint

  10/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 05/08/2021, I gave Paradise Exteriors, LLC a 50% deposit in the amount of $12,000.00 (twelve thousand dollars) to change the windows in my house to impact windows, almost 6 months later, they have done nothing, not even pulled out the respective permit with the city of coral gables, (which as per the contract, was its responsibility), until last week I patiently waited, but they have lied so many times, that I want now a full refund, I have sent emails, called, asking for it, they replied once saying that they "understand my position but can not return the money", I emailed back and they do not reply, hang up on me, or evade me. There is no reason for not returning my money, they have not done elevations, apply and pay for a permit or ordering the windows, thus, the money has been seated in their accounts accruing interests while I am severely aggravated and stressed out, unnecessarily. I want a full refund of my deposit in the amount of $12,000.00

  

  Business response

  12/02/2021

  Business Response /* (1000, 9, 2021/11/11) */ We have returned the customers deposit. Thank you. Consumer Response /* (3000, 11, 2021/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company issued a refund indeed but only after I furnished a copy of Florida statute 489.126 where it rules that their actions were illegal. If I were ignorant of the law, they would have not refunded anything at all, the owner even left a voice message stating I could not get my refund even though legally I was entitled to it. In other words, they are very shady. Business Response /* (4000, 13, 2021/11/18) */ We have fulfilled the desired resolution which was a full refund in which they received.

• Initial Complaint

  10/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 4/30/2021 I signed a contract with Paradise roofing for a full replacement of my roof. I put down a deposit of $1,320. And a remainder of $11,880 was due upon completion. Well today is 10/6/2021 and I still don't have a roof. It should have been a red flag to me when the company failed two months in to even contact me about putting a tarp over my home to prevent further water damage. When they did finally come out and put a tarp up the tarp was in such bad condition that it still proceeded to leak water into my home. Progress to date I am two tear off attempts and 4 failed city of Miami Gardens inspections, today 10/6/2021 was another inspection that was not passed. Not to mention all of the stormguard material that was placed incorrectly ( not in a covered area with temperature under 100* degrees an out of its original packing )at the top of my home that is now damaged to the point where it is melting Causing the materials to deteriorate. Need my deposit/ and out this contract.

  

  Business response

  11/16/2021

  Business Response /* (1000, 7, 2021/10/13) */ We are rescheduling the in-progress inspection. We do have all of the photo documentation the building department is requesting. We will be on site for the inspection to make sure there are no further complications from getting the project completed. Consumer Response /* (3000, 9, 2021/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) In response to Paradise roofing no one was on site when the city of Miami Gardens inspector came pictures were left at my door. I have yet to speak to anyone from upper management in regards to my complaints or how they planned on resolving the matter.The first inspection did pass *** now I still have no word as to when someone will come out to start the process of putting on my roof or next step. Business Response /* (4000, 16, 2021/11/05) */ Project is complete with no outstanding services. Thank you.

• Initial Complaint

  09/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In 2018 I purchased Platinum Series hurricane windows from Paradise Exteriors llc. They are white vinyl with white sealant. In 2019 the sealant started turning black, the company sent a gentleman to my house and he said that the wrong sealant was used. He went over the now black sealant and I thought problem solved. Since then The white sealant around all windows is mildewing and turning black .It can't be washed off because the sealant is soft, so it just smears. Paradise Exteriors on their website claims the sealant is mildew proof but it was starting to mildew only after one year. Paradise Exteriors has a lifetime labor warranty which says it will provide complimentary labor for any product warrantied and supplied by the manufacturer. The sealant has a 15 year warranty which shows on their website. Paradise will not reply to my e mails, or texts. I supplied them pictures, at THEIR requests starting back in July but now its Sept and they are just ignoring me.

  

  Business response

  10/27/2021

  Business Response /* (1000, 6, 2021/09/29) */ Your project was did not include a lifetime labor warranty as it was installed in 2018. Your contract states "One year complimentary service on work performed." We are willing to provide the material for the caulk free of charge but there is a $175 service fee for the labor. Please contact billing at XXX-XXX-XXXX for payment and we will schedule a technician to come to your home. Thank you. Consumer Response /* (3000, 8, 2021/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Only since I contacted BBB have I gotten a response from Paradise Exteriors. I e mailed the owner,***, in July27,2021. His brother,Eric, called and asked for pictures of the mildewing grout thats all around my white vinyl windows which I sent to him and he acknowledged receiving. He said he would call me the very next day.I Never heard from him. I e-mailed him on Aug 12 and again on Aug 23. NO response. I called his direct number on 9-7-21 and asked him to please call me. Still no response. The windows were installed in 2018 and in 2019 They knew their grout they used was mildewing because on Sept 19, 2019 they sent someone out to see the mildew(which can't be washed cause their grout is soft)and he said that they used the wrong grout. Their website boasts "industry leading warranties" and "lifetime labor warranty" but only on "Soft lite products" which is exactly what I have. I still have the stickers on the windows that show this truth. Now they offer to come out and give me the grout for free but I have to pay $175.00 for labor. What grout are they talking about? The grout I have now Thats turning black or the correct grout that should have been used in the first place. Thei website also brags about what great grout this is and that its MILDEW RESISTANT! I paid $20,000.00 to Paradise Exteriors for a small house and I like my windows but they should own up to this problem. Business Response /* (4000, 10, 2021/10/13) */ Your project did not include a lifetime labor warranty as it was installed in 2018. Your contract states "One year complimentary service on work performed." We are willing to provide the material for the caulk free of charge but there is a $175 service fee for the labor. Please contact billing at XXX-XXX-XXXX for payment and we will schedule a technician to come to your home. Thank you. Consumer Response /* (4200, 13, 2021/10/26) */ I do not accept Paradise exteriors response of "they will give me the grout for free but I have to pay $175.00 service fee". They put on the wrong grout in the first place and my question is "what grout are they offering me -is it the same grout that is mildewing now? Why do they advertise on their own website that the grout is "mildew resistant" when after one year of their installation I had mildew around my windows. Why on their website do they print the following-PARADISE EXTERIORS IS THE ONLY MAJOR INSTALLER IN SOUTH FLORIDA OFFERING THIS OSI WARRANTY WHICH IS IN ADDITION TO THE LIFETIME LABOR WARRANTY WE PROVIDE DIRECTLY. WE OFFER AN INDUSTRY LEADING ALL EXCLUSIVE WARRANTY BECAUSE WE WANT OUT CUSTOMERS TO HAVE PEACE OF MIND WITH THEIR INVESTMENT. But they tell me I don't qualify for the warranty. This is misleading representation of their services. If they have any integrity at all they will fix the blackened grout I now have around my white windows if they care so much for their clients. I still need doors but will not buy them from paradise and even though people comment on my white vinyl windows I will let them know NOT TO USE paradise exteriors.

• Initial Complaint

  08/30/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Signed contract with Paradise Exteriors Jan XXXXX to install 10 windows. Asked to rush due to our having to return to NJ by end of April to sell home in NJ. On April 29 they called to see if we can have windows installed. 3 installers did not know what they were doing. Was later told by Brittany of PE that they were only hired right before my install. Installers broke all windows to remove. Glass and shards of glass all over our newly renovated home. I called Co and ****** came who said he was in charge. Nothing went well. it took over 12 hours to finish and there is still one window that was not replaced due to it being broken. We were cleaning all day but we had to rush back to NJ the next day and spend a month up there until our home was sold. We returned to our Fl home and both of us ended in ER getting shard of glass out of our foot and different times. I have pictures and emails. No one has called or come over to see damage. Now they have put a lien on home for small

  

  Business response

  08/31/2021

  Business Response /* (1000, 5, 2021/08/31) */ The estimated time of arrival for the remaining window is 9/15/21. In regards to the lien, our company policy is that a lien will be automatically placed on any job with a balance past 60 days from install. Once payment is received the lien will be removed. Our plan of action is to schedule installation of the window once it is received, in addition to closing out the permit. Consumer Response /* (3000, 14, 2021/09/17) */ ***Document Attached*** This case is not closed. My problems have not been resolved. I received a phone call today that the window is still not delivered to Paradise and an estimated delivery date now is sometime in a week or so. The company was told that we would be in NJ from Sept 25th thru October 8th. I did not see that they had even answered this and I just today saw your letter saying case is closed. I am uploading additional information as well as I will forward some emails to****** for additional review. The workers that were sent to do the initial installation did not do their job. They left debris debris all over inside and out and caused us harm. The workmanship is is awful and I was told by ******* of Paradise that they were hired just before our install and were fired right after. Paradise Exteriors should have to make right what the inexperienced workers did wrong. Consumer Response /* (2000, 18, 2021/09/20) */ to me Thanks so much for your assistance. I received my credit from Office Depot. With gratitude, **************** Business Response /* (4000, 27, 2021/09/29) */ We have received the window and will be reaching out to the customer to set a date for install. Consumer Response /* (4200, 29, 2021/10/12) */ June ******* Oct 11, 2021, 12:59 PM (20 hours ago) to me Dear Nadia, As per our conversation last week, I told you I was in NJ and would not be back in Florida at my computer for about another week and that I did not want the case closed. However since the company just called and is planning to install the last window at the end of this week, I will now deal with them directly. How can I file a complaint against the business ? They are not at all a good company in that no one has ever tried to come to look at the job and the damage they did. I want to file a formal complaint to the BBB as well as other outlets you had mentioned. Please forward me any information you have regarding who to file complaints with. You did mention the Attorney General etc. Thank you, June *******

• Initial Complaint

  08/26/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Entered into contract with the company in June. Had verbal agreement with salesman project would begin in September. Received a phone call last week project would not start until December. Called the company immediately including CEO, installation person, salesman, and no one returned my call. My husband is handicapped and this project is of the utmost priority for his safety and security. The MAIN reason we went with the company though they were more expensive is the September installation date. Since no one called me back and i called the finance company and said I am cancelling. I called the finance guy at the business and he sent me to someone who was so rude, yelled, threatened and I am now waiting to get with the city to cancel the permit. I would like my deposit back....but more urgently to cancel contract

  

  Business response

  11/16/2021

  Business Response /* (1000, 6, 2021/08/27) */ The products for the project was ordered on 8/16. The estimated time of arrival for the full project is 12/6. Manufacturing delays due to covid related issues haves caused the ETA for products to run 4-8 weeks behind typical delivery times. All product is ordered and we are unable to cancel the project at this stage. Consumer Response /* (3000, 8, 2021/08/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) we were contacted by the company on the 17 of august via voicemail that delivery would be in december. we IMMEDIATELY called kimberly and left a message...she did not return call....a few hours later contacted my salesman about concern and he said he "was sure delivery was september" we again called kimberly and left a message. again no return call. contacted salesman again who called the office and reply was "my bad it is december" (Nice) IMMEDIATELY told him to give us a call that it was unacceptable....to this date he has yet to call back with any explanation. sent email to CEO who did not respond.....that was on the 19th and requested a call that day. no call from anyone. contacted finance company and finance manager on the 20th... even IF they ordered the windows on the 16th there is no way they could have gotten far, if at all, on the order. they are in violation of their contract anyway...60-90 days after permit approved....which would be early november....and we were never told at ALL before the 16th there would be a delay. plus according to florida statues it requires a WRITTEN agreement from owner. We have since cancelled the permit. They need to cancel the order, which they should have done when i contacted them all on the 19-20, again there is no way if they gave the order on the 16th that much, if anyting, would have been done by then. Extremely poor customer service. Do not use this company. Though the manager i talked to.....or rather who screamed at me. said he would not return deposit, we will probably go to small claims court to get that back unless the BBB, which has accepted our case, will help with that.....Taking advantage of a senior citizen and her handicapped husband is inexcusable. They should be ashamed and if they DO have a conscious will cancel order. Business Response /* (4000, 14, 2021/09/09) */ We stand behind the previous response. Consumer Response /* (4200, 16, 2021/09/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) i stand behind my previous response(s) and hope that they have cancelled the order (which i know they can after contacting the vendor). As stated the permit was cancelled. Business Response /* (4000, 24, 2021/10/04) */ It is too late to cancel this project. Thank you. Consumer Response /* (4200, 29, 2021/10/25) */ dont know how this works from here but i hope you take everything into account about the company and their other bad reviews....not just me....they have not communicated at ALL since we tried to contact them about the contract. thanks you,

• Initial Complaint

  08/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought storm windows from Paradise Exteriors. first of all when they removed all the windows out of the house they smashed them witha hammer And have glass in the house. they replaced the windows in March and we are still picking glass up off the floor. We had a broke window and three ripped screens. They finally replaced the broken window and two screens. we have called three times or more for the last screen. I called them a month after they ordered it. I always have to call them for updates. So the screen came in I made the appt for them to come out. they gave me a date and I told them I would not be here.. they told me no problem the man can walk in to the patio and replace it. They didn't do they the dropped it in the drive in don't where it was.run over. I picked it up and went to put it in the window and was the wrong one. we calld Wednesday August forth and was told Paige would call me on friday I NEVER received the call, Paar for the course.

  

  Business response

  08/09/2021

  Business Response /* (1000, 5, 2021/08/09) */ We left a message on 8/6 stating the ETA for the new screens are 8/24. Consumer Response /* (3000, 7, 2021/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) we have heard that before and when the screen come they didn't put it in they left it on the Ground and it was the wrong size. So I won't sign off until the job is done right. I want the right screen that fits the window. If they didn't get the screen size right the frist time and didn't bother to call us back to getthe right screen Business Response /* (4000, 9, 2021/08/09) */ The eta for the screens is still 8/24. Consumer Response /* (3000, 19, 2021/08/26) */ finallyfree26 Wed, Aug 25, 6:08 PM (14 hours ago) to me I already responded that I would not be satisfied until the job is done I have not received my screen so no I am NOT Satisfied Business Response /* (4000, 23, 2021/09/09) */ The screens are begin delivered today.

• Initial Complaint

  07/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I paid over $8,000 for window installation in April and the company has not installed the windows, does not answer calls, or call back after I leave a message.

  

  Business response

  07/29/2021

  Business Response /* (1000, 5, 2021/07/21) */ Paradise Exteriors has left messages regarding the ETA of the product. ETA for windows is 8/31. Thank you. Consumer Response /* (3000, 7, 2021/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) They estimate they will install the windows on 8/31, but since I have to contact the BBB to receive communication I do not feel the company will comply with their statement. They did not call or email me to explain what happened or to apologize for not contacting me when I contacted them. The sales representative made claims the company has not complied with and a minimum level of customer service has not been met. Business Response /* (4000, 10, 2021/07/22) */ Paradise Exteriors stands behind the previous statement. Thank you. Consumer Response /* (4200, 12, 2021/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business failed to contact me to explain what was going on. The only way I am able to get a response is by going through the BBB. This in not an acceptable method for a business to operate. I do not trust this company to complete the job since they are not able to operate without an outside organization stepping in and forcing their compliance with the contract. Additionally, this lack of functionality leads me to believe they will not deliver on the contract and defraud me out of the money I have already spent. This agency is committing fraud each day is is in operation. Business Response /* (4000, 14, 2021/07/28) */ We have contacted the customer via email as well as leaving multiple messages before and after the erroneous complaint was received. Attached you will find all the correspondence Paradise Exteriors has provided. Consumer Response /* (4200, 16, 2021/07/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business indicated to me I can't expect to be satisfied with their response until windows are installed in my home. see copied email below. ***** Sellers Sun, Jul 25, 9:11 AM (4 days ago) to me, ***, ***** Since you have not answered any phone calls from our office when trying to contact you I can only assume you do not wish to talk to anyone. I have tried to have a conversation with you but you choose not to do that but only to belittle my office staff and myself. So when your windows come in for the contract that you signed for our products and services, we will fulfill the contract and you can go on your way. Have a Paradise Day.

*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. ↩