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:05/11/2025

  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.

  We contracted the business for installation of hurricane windows and doors in October 2024. The items have been ready for installation since April 29 2025; however, the company has not been able to arrange and installation date. I have called the company 3 times about setting up an appointment, I have been told someone will reach out to me to set up the appointment but 2 weeks have passed and no appointment has been arranged. I have told the company I need to know of the tentative day for installation at least 2 weeks in advance since they said that the job takes 3-4 days to be completed and I need to be physically present during the installation. The last message I left was 3 days ago but never got a call back; I guess they do not care about their reputation. At this point all I want is the project to be completed ASAP, it will be impossible for me to take 3-4 consecutive days off from work for the next 2 months.

  

  Business Response

  Date: 05/16/2025

  Thank you for bringing this to our attention. I wanted to provide an update regarding the installation scheduling for ******.
  On May 1st, ***** contacted the client to arrange the installation. ****** responded that she would reach back out after confirming with her employer.
  On May 2nd, since ****** had not followed up, ***** reached out again. At that time, ****** requested that the installation be split across three days: Wednesday, May 14th, Friday, May 16th, and Saturday, May 17th. ***** informed her that the schedule would depend on crew availability.
  On May 5th, ****** followed up again asking about May 14th, noting that she would need a weeks notice if the work needed to be done on consecutive days. ***** flagged the job for the coordinators to monitor.
  On May 8th, ***** contacted ***** for assistance with scheduling. After discussing the proposed split days, ***** confirmed with ***** that breaking up the installation over non-consecutive days would not be feasible.
  Proposed Solution:
  Roibel is available and willing to begin the installation this weekend. Roibel will begin work on Sunday, May 18th.
  ****** and I have since confirmed the following installation schedule:
  May 18th & 19th  Installation in progress
  May 20th  No work scheduled
  May 21st  Installation resumes
  May 24th  Tentative (awaiting confirmation from ******)
  May 25th & 26th  Work to continue
  ****** is very happy with this solution. I made sure to explain that we cannot leave the installer idle for multiple consecutive days, and that any changes would be communicated in advance so she can plan accordingly. She was understanding and agreed to this approach.
  
  

  Customer Answer

  Date: 05/19/2025

  All written by the *********** is very nice but that is not how things really happened.

  I had to call ASP several times to get a hold of someone. I left a message to "***** on May 8 because she did not answer my call. In the voice message i told her that I will need an answer next day by 5pm or otherwise I will proceed with contacting BBB. I put the complain with the BBB 3 days later since nobody from ASP return my call, and apparently did not care about what the implications meant for the business.

  Then on May 14, I got a call from "******" to check on an estimate he had sent me for installing some curtains. I took advantage of the call to express my disappointment with the company and told him that I had left a message with the BBB which they had not reviewed or replied to; that is when they replied to the BBB complain and called me back next day to arrange an installation day.

  The crew showed up Sunday 18th at 9am and for over 2 hours it was a back and forth between the installer and a supervisor on the phone. To make story short, NOTHING was installed. They entire order was messed up, all the measurements were off. What a joke this people. Where is quality control in all this? Don't you review what you receive and compare to what you ordered? Common sense..... The merchandise sitting in their warehouse for over 2 weeks and nobody bothered to check. That says it all. 

  As for the installation goes, today, May 19 another crew came over to re check and re measure; and another person "*****" is coming on Wednesday to re take measurements. According to ASP, they need to re order the entire order and the average time for arrival is 7 weeks. I asked the project coordination if it is possible to put a rush on the order; the answer was I will pass the information along and let you know by the end of the day. Well, it is 7:15 pm and as before; nobody called me back.

  What a journey with this company, a project planned and initiated in October 2024 and so far it looks like moving from bad to worse. 

   

   

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23314928
  
  

  All written by the *********** is very nice but that is not how things really happened.

  I had to call ASP several times to get a hold of someone. I left a message to "***** on May 8 because she did not answer my call. In the voice message i told her that I will need an answer next day by 5pm or otherwise I will proceed with contacting BBB. I put the complain with the BBB 3 days later since nobody from ASP return my call, and apparently did not care about what the implications meant for the business.

  Then on May 14, I got a call from "******" to check on an estimate he had sent me for installing some curtains. I took advantage of the call to express my disappointment with the company and told him that I had left a message with the BBB which they had not reviewed or replied to; that is when they replied to the BBB complain and called me back next day to arrange an installation day.

  The crew showed up Sunday 18th at 9am and for over 2 hours it was a back and forth between the installer and a supervisor on the phone. To make story short, NOTHING was installed. They entire order was messed up, all the measurements were off. What a joke this people. Where is quality control in all this? Don't you review what you receive and compare to what you ordered? Common sense..... The merchandise sitting in their warehouse for over 2 weeks and nobody bothered to check. That says it all. 

  As for the installation goes, today, May 19 another crew came over to re check and re measure; and another person "*****" is coming on Wednesday to re take measurements. According to ASP, they need to re order the entire order and the average time for arrival is 7 weeks. I asked the project coordination if it is possible to put a rush on the order; the answer was I will pass the information along and let you know by the end of the day. Well, it is 7:15 pm and as before; nobody called me back.

  What a journey with this company, a project planned and initiated in October 2024 and so far it looks like moving from bad to worse. 

   

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

  

  Business Response

  Date: 05/28/2025

  We would like to sincerely apologize to Mrs. ******* for the inconvenience caused by the error in the window order. The initial adjustment made to add 1 inches to the framewas based on an incorrect assessment of what was needed to proceed with the order. After further review and a follow-up meeting with client and our supervisor, *****, a new and accurate plan of action was put into place. Our ordering department has already placed the corrected order, and Mrs. ******* has been informed that the lead time is approximately eight weeks.
  
  We understand this situation has been frustrating and we would like to clarify that the previously submitted rebuttal to the BBB was written before our supervisor had the chance to meet with client and finalize a revised plan. We regret not retracting or amending that rebuttal once the situation evolved.
  
  ASP takes full responsibility for the error, and we have assured Mrs. ******* that she will not be charged for any costs associated with the reordering or the permit. While issues like this are rare, they can happen, and when they do, we take them seriously and work to make things right.
  
  We are committed to resolving this matter professionally and transparently, and we thank Mrs. ******* for her patience and understanding.
  
  Sincerely,

  Customer Answer

  Date: 05/31/2025

   
  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

  Date:04/14/2025

  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.

  I am writing to file a complaint against ASP Superhome regarding a window installation project.I made two payments totaling $20,484.90 the first on December 16 and the second on March 21 for the installation of 15 windows. However, one of the installed windows is leaking, and six of the windows do not match the correct series number I originally requested.I have attempted to resolve the issue by contacting the company multiple times, but I am consistently referred to different representatives without a clear solution. I am requesting that ASP Superhome correct the installation by replacing the incorrect windows with the specified models and resolving the leakage issue promptly.

  

  Business Response

  Date: 04/23/2025

  Thank you for bringing this matter to our attention. At ASP Superhome, we are committed to delivering high-quality service and ensuring our clients are satisfied with their installation experience.
  
  We have reviewed the clients concerns regarding the installation of 15 windows and acknowledge receipt of the two payments made on December 16 and March 21, totaling $20,484.90.
  
  With respect to the issues raised, here are the steps we are taking to resolve them:
  
  1. Leaking Window
  Following the reported leak, our supervisor ****** conducted an on-site water test. The test confirmed that the issue was not due to an installation error, but rather a glazing bead that had been cut too short. The replacement glazing bead has already been received. The appointment for the replacement has not yet been scheduled, as we are currently coordinating with the manufacturer regarding a pending letter related to the issue described below. Once the glazing bead is replaced, we will perform a second water test to ensure the issue is fully resolved.
  
  2. Window Series Number Discrepancy
  After a thorough review with the manufacturer, it was determined that the discrepancy was due to an error by the glass supplier, who provided incorrect stickers for both the glass and the frames. These stickers do not accurately reflect the actual series that was installed. The correct stickers have already been received. We are now awaiting a formal letter from the manufacturer confirming that the installed windows match the series specified in the contract and comply with all applicable code requirements. We expect to receive this letter by tomorrow, at which point we will share it with the homeowner and work on scheduling the next steps, including the inspection with the City of ************
  
  We remain committed to resolving these matters in a timely and professional manner and sincerely appreciate the clients patience and understanding as we finalize the resolution.
  
  Sincerely,

  

  Business Response

  Date: 04/28/2025

  Thank you for bringing this matter to our attention. At ASP Superhome, we are committed to delivering high-quality service and ensuring our clients are satisfied with their installation experience.
  
  We have reviewed the clients concerns regarding the installation of 15 windows and acknowledge receipt of the two payments made on December 16 and March 21, totaling $20,484.90.
  
  With respect to the issues raised, here are the steps we are taking to resolve them:
  
  1. Leaking Window
  Following the reported leak, our supervisor ****** conducted an on-site water test. The test confirmed that the issue was not due to an installation error, but rather a glazing bead that had been cut too short. The replacement glazing bead has already been received. The appointment for the replacement has not yet been scheduled, as we are currently coordinating with the manufacturer regarding a pending letter related to the issue described below. Once the glazing bead is replaced, we will perform a second water test to ensure the issue is fully resolved.
  
  2. Window Series Number Discrepancy
  After a thorough review with the manufacturer, it was determined that the discrepancy was due to an error by the glass supplier, who provided incorrect stickers for both the glass and the frames. These stickers do not accurately reflect the actual series that was installed. The correct stickers have already been received. We are now awaiting a formal letter from the manufacturer confirming that the installed windows match the series specified in the contract and comply with all applicable code requirements. We expect to receive this letter by tomorrow, at which point we will share it with the homeowner and work on scheduling the next steps, including the inspection with the City of ************
  
  We remain committed to resolving these matters in a timely and professional manner and sincerely appreciate the clients patience and understanding as we finalize the resolution.
  
  Sincerely,

  Customer Answer

  Date: 04/28/2025

  Thank you for this reply. I think this is a reasonable path to finding a solution. However, the issue has not been solved. Can we please keep this case open untilI have a working window, one that is not leaking? Thanks! 

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23203173
  
  Thank you BBB for helping me with this and ASP Superhome for the timely and profesional response, as well as the attention and care that have been provided by **** and Nalia.

  The path presented to reach a solution is a great one, however, Im unable to fully approve this response and close the case because Im unsure of how the documents sent prove the stickers are incorrect. I was under the impression that the manufacturer was going to send a written notice saying they mistakenly put the incorrect stickers on 6 windows. Or provide documents of how the series installed match the series previously approved. (For example series 500 vs 375).

  
  I also noticed that the material sent does not include anything on the incorrect Casement Hinge windows that were installed.
  
  Just so you are aware, the french door is OK, as well as the roller windows and single hung (Which are also still pending the final fixes and patches indoors that follow the partial inspection). The incorrect windows are the following:
  
  3 Casement Hinge Windows: The installed windows have a sticker of series 500 instead of the 700 series.
  
  3 Picture Windows:  The installed windows have a sticker of series 375 instead of the correct 500 series. One of them has a huge leak, and like I mentioned and sent photos before, seems to have been sealed with silicone in a corner. 
  
  I appreciate your help in getting to the bottom of this and hope you understand my hesitation about the materials provided.

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

  

  Business Response

  Date: 05/16/2025

  Thank you for bringing your concerns to our attention. We understand how the glass sticker error might have caused confusion, and we apologize for any inconvenience this may have caused.
  
  To clarify, the manufacturer has acknowledged that the incorrect stickers were a result of internal changes within their company. They have provided a written explanation detailing the mistake, which has been sent to you. We have received your approval to proceed with placing the correct stickers and scheduling the necessary inspection.
  
  Regarding the leak you mentioned, our service team addressed this issue on May 6th. Our supervisor, ******, corrected the short glazing bead, and he has confirmed that the issue has been resolved.
  
  Please let us know if you continue to experience any issues or have further questions. We are committed to ensuring your satisfaction and are here to assist you.

  Customer Answer

  Date: 06/09/2025

  Thank you BBB for your continued support in handling my claim and for facilitating communication with ASP Superhome.
  
  
  While I appreciate the progress that has been made, I want to note that the work on my home is still not fully complete. Specifically, the white borders (or trims) around the windows and doors have yet to be installed. Ive made multiple requests regarding this, and during the last visit, the installer mentioned that their coordinator would follow up to schedule the final installation. Unfortunately, I have not received any further communication or scheduling confirmation.
  
  
  I would be happy to close this claim once this remaining work is completed. I appreciate your assistance and hope this final step can be resolved soon,

   

  ******
  
  

  
  

  

  Business Response

  Date: 06/10/2025

  Dear Mr. **************** you for bringing this to our attention, and we sincerely apologize for any inconvenience caused by the delay in communication regarding the remaining trim work.
  Please rest assured that as soon as we received your report, our team contacted you and scheduled the trim installation for today, June 10. We are committed to ensuring all aspects of your project are completed to your satisfaction.
  If you have any additional concerns or need further assistance, please dont hesitate to contact your project coordinator, *****, directly. We appreciate your patience and the opportunity to finalize this final step.
  Thank you again for your cooperation, and we look forward to completing your project today.
  Warm regards,

  

  Business Response

  Date: 06/24/2025

  BBB Representative,
  We are writing in response to the complaint regarding Mr. ****** ******. We would like to confirm that all work at Mr. ******* property has been fully completed, and there are no pending items or services remaining.
  If any further information or clarification is needed, we are happy to provide supporting documentation.
  Thank you for your time and assistance.

  

  Business Response

  Date: 06/26/2025

  BBB Representative,
  We are writing in response to the complaint regarding Mr. ****** ******. We would like to confirm that all work at Mr. ******* property has been fully completed, and there are no pending items or services remaining.
  If any further information or clarification is needed, we are happy to provide supporting documentation.
  Thank you for your time and assistance.

• Initial Complaint

  Date:08/31/2022

  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.

  I entered into a contract for installation (replacement) of 2 windows and 1 door with this business on 11-2-2021. At the time, I paid $4000 (50 percent) for materials, city permit and the work to be completed. The approval of the city permit to begin this work was granted on 4-14-2022. I have reached out to salesman ***************** for updates on the materials and when work will be scheduled and completed. I have had no success on receiving any firm details. ** condo is in a two story building in which 3 other units have had their work completed in June-******* ** fellow neighbors entered into contracts at the same time last November. ** permit is to expire on 10-11-2022. This delay is also causing me to stop my plans of refinancing my property. The last update from ***************** on 8-31-2022: I will have the installation manager reach out to you. And, we have to wait for the materials and city approval. I forwarded the city approval to him from April and have received no feedback from ***************** or the installation manager. This has cost me valuable time and money with the inability to refinance this summer, and my lender (***** Fargo) will now raise my mortgage by a full 2 percent on 11-1-2022. I seek resolution to have the contracted work completed as soon as possible in the month of September.

  

  Business Response

  Date: 10/03/2022

  ********, the owner, attempted to have a conversation with our customer but he refused to speak with him. All he wants is for us to get his project completed. We can assure him that we are are getting him scheduled for his installation as soon as his order arrives. Unfortunately we are at the mercy of our suppliers and they themselves are having their own supply issues. We have received 2 of the 3 items of his order. As soon as we receive the final item, we will coordinate an installation team.

  Regards,
  

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 17806844
  
  I am rejecting this response because:
  
  

  it has been 11 months since I went into contract for this installation.
  

  If the items were ordered in a timely fashion, the job would be completed months ago. The salesman chose to delay the work and put other jobs in the building ahead of mine. When asking for updates, I was told the city was holding it up. The permit was approved in April. And, It does not take a year to receive 2 windows and a door. 
  I will continue to reject any response until the work is completed. 
  
  Sincerely,
  
  ***********************