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:04/24/2025

  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.

  This company was hired in April of 2025 to regrout a living area in a condominium. That was the extent of the job. No caulking was requested in connection with the job hired for. The company , through its agent and or employee failed to complete the job properly leaving areas of tile without the new grout applied and improperly, without consent applied colored caulk to the perimeter of the living are in an improper and unprofessional manner ruining the tile, sideboards and look of the living area. When pictures of the improper work were provided the owner was appalled, said the work would be corrected and he would go to the premises to monitor the repairs. The companys did return but the work was not corrected, the owner sent me misleading pictures of areas that were improved but left out pictures of areas where the work was not corrected and remained unacceptable.The company took my money that I paid based on the fraudulent representation they would correct the work and have refused to make the needed repairs or refund the money paid.

• Initial Complaint

  Date:07/07/2024

  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.

  On 7/1/24 Mr. ********************** removed & replaced rotted wood around my front door. We chose *** Trim to replace the wood. I regularly checked with *** - pointing out wet or soft wood he was leaving behind, *** will be keeping extra materials - *** Trim, Fasteners, Adhesive. I paid $933.03 by credit card. ****** took pictures of the repair. The Exterior Trim had black markings on it I thought was dirt. I texted Mr. ********************** to notify them about prints on the Exterior **************** were missing from the pile of extra materials. Mr. ********************** replied -they will touch base with *** in the morning.Later I texted Mr. ********************** again to notify them that I didn't know what *** had on his hands, but the *** was ruined & 1 piece is dinged *** want a refund for the fasteners. I used the word "oxidized" in my text because I don't know the correct Term for ruined ***. In my emails I used "ruined".On 7/2/24, Mr. ********************** did text me back to say that *** Trim doesn't oxidize & *** can come over & take a look at it & if I painted it - it wouldn't show. But - *** trim doesn't need to be painted.I emailed him closeups of damages. I said I was not happy with the ******* *** wanted to know from where he purchased the trim so I can find use & care information.****** emailed me a link to a VerandaHP trim from ********** to get info on the product & that *** used fasteners already on his truck & that's why they are missing.I emailed him back that Inteplast doesn't claim my trim (Veranda) as theirs - I called them *** want an itemized receipt because 3 pieces of trim & adhesive doesn't add to over $99 - more like $65. *** even said, "you purchased them". Did *** purchase ANY of it that day? I can't find the UPC#s online.I said *** can come over, but will he want him to spend hours redoing it? Because this repair is not ********************** ruined. I never heard back from them.They did not live up to the Mr. ********************** Promise to "make it right" - I want a refund.

  

  Business Response

  Date: 07/22/2024

  Hi,

  I texted with ***** explaining that this work would not warrant a refund.  My technician was at *****'s house for almost 6 hours.  We changed out the wood around her side lite window next to her front door.  She didn't want wood so we installed *** siding for her.  In the end, there was a TINY indentation in the *** along with some fingerprints on the ***.  This can all be taken care of no problem as I explained to ***** in a text after she texted us.  We have no problem going back over there and fixing the indentation and painting the *** but she has not responded to us since.  I believe all she is looking for is a refund.  Please see text to her attached along with the pictures.  You can also see in the picture she texted us (it is the one with the blue circle on it) how tiny the indentation is on the ***.  This is an easy fix and the reason she isn't responding to us is I believe she just wants her money back.

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21953299
  
  I am rejecting this response because:

  They ruined the *** trim.  They won't reinstall new trim.  Their answer is to paint over it and it just "goes away."

  That is not in line with their warranty to "make it right."  I lost the manufacturer's warranty on the product because they ruined the exterior coating.

  Because they did not want to reinstall the pvc trim..they did not honor their warranty.

  They also did not provide me with a detailed receipt, as i requested.  Because 3 pieces of trim and Adhesive does not add to over $99.  They did not leave behind the screws when the technician said "you purchased them".  We cant move forward until he shows me the itemized receipt - i texted him that. He won't show me the receipt.

  Home Depot's Inteplast rep told me that the trim he used did NOT come from Home Depot.

  I have complained to their corporate office, as well.  I want a refund because he wont reinstall new trim.  Painting doesn't make it "go away."

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

  

  Business Response

  Date: 07/23/2024

  We are honoring our warranty - we said we would go back, fix the small indentation in the pvc and then paint it.  This will take care of her problem.  As far as receipts are concerned, her invoice is her receipt for the materials.  Mr. ********************** does not provide store receipts for the items we purchase.  There is also a markup on the materials we purchase like any company.  Also, we purchased some of the materials from HD and the others were items we used from our van - the fasteners were items taken from the van so we wouldn't leave anything for the customer in this situation.  ******* having us paint the area would cost additional money but in this case, I was willing to come back, repair the small repair and paint at no additional cost as the customer wasn't happy.  It seems to me that she is just looking to get her money back as she thinks she spent too much on the repair even though we explained it to her as we went through it.  She had major rot in the wood around her window - we fixed all of this and because of 1 small indentation, she wants a full repair or have the job redone - that just is warranted here.  It seems to us that she is not unhappy with the new window, she just wants her money back.  It is like going to a restaurant, ordering the steak, eating the whole steak and then saying you don't like it.  You can't return it at that point.  We did all of the work and as we said, if she wants us to come back and repair the small area and then paint, we can do that but a refund is definitely not warranted in this case.

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 21953299
  
  I am rejecting this response because:

  I dont understand how a company feels that ruining the products to be installed is a normal course of business and doesn't require replacement.  That is bad business.

  That's not a Normal response to a customer who is pointing out they ruined the customer's product.  Their subjective response to say a replacement of damaged product "it is not warranted" demonstrates that their focus is not on quality craftsmanship.  The facts are...they did not honor their warranty to make it right.

  I say subjective... because 1) he seems to have made up a rule in construction that it's okay to ruin product, 2) if I dropped and broke a vase in a store that this company owned..you better believe they would ask me to pay for the broken vase.

   And yes, if I didn't like the steak.. a restaurant would bring me a new one..he proved my point. 

  And it is not normal to verbally tell someone that they purchased the screws and then not leave them behind.  That's a theft.

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