Complaints
Customer Complaints Summary
- 6 total complaints in the last 3 years.
- 4 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/25/2025
Type: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 March 17, 2025, I entered into a contract with Graham Aluminum to build a 10x10 storage shed for $24,000. I was promised a concrete foundation with ramp entry, aluminum walls, a roll-up door, thermal ply, and vinyl siding. I was told the shed would be watertight and safe for my belongings and keepsakes. Graham did not order enough cement, and their workers were scrapping the washout to complete the form with no ramp. When Graham's builders arrived, they insisted on using pavers and altering the shed layout. Graham insisted I agreed to the changes, but any 72-year-old can agree when talked into circles. They assembled the frame and installed the thermlply and brought and installed hardy board instead of the vinyl siding, insisting that the Board members of my deed-restricted community forced the change even though the board denies requesting changes and their paperwork agrees with that. The shed has no roll-up door and on Saturday, May 24, 2025, heavy rain caused water damage discovered on Sunday, May 25, 2025. My son-in-law found gaps in the frame and outer materials including spots completely bare of thermlply and numerous gaps in all the upper and some lower corners of the shed, including in the ceiling, which, based on water stains, indicate the points of entry by the rain. These quality deficiencies resulted in warped thermlply and other potential issues and despite no door, there was no water staining there. With Graham's painter on the way to paint and believing this to be an emergency and to mitigate further damage, I texted **** ****** of Graham Aluminum and expressed that this was unacceptable. He replied, "I want you to be aware that we are not open until Tuesday and you texted me on a Sunday morning as unacceptable." I want the $16,000 I paid so far refunded, as only a full tear-down and rebuild could correct the various issues. I also no longer have faith in Graham Aluminum's ability to provide the quality products and services that were promised.Customer Answer
Date: 05/26/2025
Photos show water damage, open s**** hole in ceiling, and section of screws that were not set in the frame.Customer Answer
Date: 05/27/2025
I am currently speaking to **** ****** about correcting this project that is half finished at this ******* I believe what He says, time will tell.
Business Response
Date: 06/10/2025
We appreciate Ms. ***** business and will strive to do a great job for her. However, this complaint was made by Ms. ***** son-in-law while we were in the middle of the job. We are currently in the process of finishing her job to her satisfaction. Graham Aluminums goal to make sure Ms. ***** is happy with the outcome. MS. ***** has given us her word that she will update this complaint when we have completed the work.Customer Answer
Date: 06/11/2025
THE door has not arrived ,nor has the door opening been chaulked ,and painted.,Graham sends out different crews to patch uo previous and original crew that put up the structure in the first plsce .they either quit,or refuse to come back,so this other crew had alot of repairs before installing the siding to the hardi board ,so the job looks patched. still waiting for the foundation to be painted also .My biggest complaint are the redoes, ,callbacks,Delaying the job more.
Customer Answer
Date: 06/24/2025
THE door has not arrived ,nor has the door opening been chaulked ,and painted.,Graham sends out different crews to patch uo previous and original crew that put up the structure in the first plsce .they either quit,or refuse to come back,so this other crew had alot of repairs before installing the siding to the hardi board ,so the job looks patched. still waiting for the foundation to be painted also .My biggest complaint are the redoes, ,callbacks,Delaying the job more.Initial Complaint
Date:03/11/2025
Type: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.
On 06/11/2024, I signed a contract with Graham Aluminum for $13,708 to perform a handful of projects on my screen enclosure. While I have issues with much of their work, this complaint is specifically for 1 project: replacing the super gutter. Due to my house length, the super gutter came in 2 pieces & thus had to be 'sealed' where they met. It rained almost daily the summer/fall of 2024. Within a month after work was completed, I detected a leak in the seal but monitored it for a few weeks to be sure it wasn't from water dripping off the edge of the gutter. I reported the issue to Graham (along with a different issue) in Aug 2024. The technician came in Aug 2024 and told me the gutter hadn't been sealed properly, but instead of doing it properly (installing an L-shaped bracket, as he stated), he merely added more caulk, creating a literal speed bump of caulk inside the gutter. Within weeks, it started leaking again, & I again waited until certain it was from the seal before contacting them. I reported this to Graham on 09/30 (along with the same other issue). After no follow-up, I called them again on 10/07, prior to the 10/09-10/10 FL Hurricane, and again on 10/14. The technician came out on 10/15 and said he needed to create that L-shaped bracket & would install it the next time he was in the area. To ensure Graham had on record what the technician stated, I notified their office on 10/18. Ever since the hurricane, each time I call Graham, the owner states they are prioritizing 'removing mold for the hurricane victims'. Since my 10/18 call, I have called them 10/22, 11/18, 12/09, 01/03/2025. On 01/03, I was told I was on 'the list' but the admin would not tell me where on the list. It is now 03/11/2025 - 5.5 months after my initial SECOND report of this issue (that should have been fixed correctly the first time), and Graham has yet to contact me nor resolve the issue. I want this fixed correctly with bracket, not just more caulk.Business Response
Date: 07/02/2025
Hello,
We were able to finally get in contact with Ms. Heim. The repair has been completed, and she is satisfied.
Initial Complaint
Date:01/15/2025
Type: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.
My contract with Graham Aluminum was for them to install 8 ******** Windows with a life time warranty. They installed different windows which are all showing signs of seal failure causing them to be cloudy. I have contacted Graham Aluminum on many occasions without having the problem resolved .When I contacted the company of the installed windows, Custom Window System in *****, **, they could not help me because my contract was for ******** Windows.Business Response
Date: 02/27/2025
Thank you for allowing us the opportunity to respond to this complaint. We have someone going out there to take a look at the windows. If the windows are cloudy, the issue will more than likely be with the manufacture. But we will make sure that is the issue. Since we installed these windows years ago, we are assuming there was a valid reason as to why we went with Custom Windows instead of ********. Probably the wait time or availability. They are generally the same price. We look forward to working with Ms. **** and resolving this matter to her liking. It is our goal to make her a happy customer like she was for years before the windows started getting cloudy. Thank youCustomer Answer
Date: 03/03/2025
I am hopeful that 8 ******** windows will be installed in a few weeks according to the representative from Graham Aluminum.Customer Answer
Date: 03/03/2025
I would like to add my cell phone number to my complaint. ************Customer Answer
Date: 03/03/2025
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.
I am hopeful that Graham Aluminum will install 8 ******** windows in a few weeks according to the original contract.
Sincerely,
***** ****Initial Complaint
Date:10/27/2022
Type: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.
I hired this Company to put a new Aluminum Roof on my house on 4-4-2017 since the beginning I've had a leak, I had trouble getting the company to come out and repair the leak, they sent the same repair man out a number of times and did not fix the problem. Over the last couple of years I've made numerous calls trying to get this leak repaired, the company never returns calls.. I paid 10:000$ for this roof with a lifetime warranty, I'm 83 years old and don't know where to turn to for help! If you can be of help I would greatly appreciated it.thank you so much **************Business Response
Date: 12/06/2022
Business Response /* (1000, 12, 2022/11/11) */
MS ******** IS CORRECT, WE HAVE HAD SOMEONE GO OUT THERE A FEW TIMES TO REPAIR IT. AND WE ARE SENDING SOMEONE OUT THERE TODAY TO DO THE SAME. OUR CONCERN IS THAT THIS IS MORE THAN LIKELY HURRICANE DAMAGE FROM THE SEPTEMBER 2017 STORM. BUT IN GOOD FAITH WE ARE TAKING ANOTHER LOOK AT IT, WE HAVE NOT RECEIVED ANY COMPLAINTS FROM MS ******** RECENTLY BEFORE THIS YEAR'S HURRICANE, SO IT HAS TAKEN US A LITTLE BIT OF TIME TO GET BACK OUT THERE. HOPEFULLY WE CAN GET THIS FIXED TODAY 11/11/2022. THANK YOU FOR ALLOWING US TO RESPOND.
Consumer Response /* (2000, 14, 2022/11/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
Date:08/27/2022
Type: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.
I believe that this was an intentional bait and switch. The company provided me with a contract and took my deposit. The following day the company increased the price by 2,000.00. They provided minimal explanation other than the sales agent did not price the project correctly.Business Response
Date: 10/06/2022
Business Response /* (1000, 9, 2022/09/13) */
WE APOLOGIZE TO MR. *********** FOR THE INCONVENIENCE. HIS DOWN PAYMENT WAS NEVER CASHED BY GRAHAM ALUMINUM. THE SALESMAN NEVER BROUGHT IT TO OUR OFFICE. BOB, THE SALES REP, RETURNED THE CHECK TO MR ***********.
ON OUR CONTRACTS IT STATES THAT A CORPORATE OFFICER HAS TO SIGN OFF ON EACH CONTRACT FOR IT TO BE VALID. WHEN WE LOOKED AT THE CONTRACT FOR THIS JOB, WE KNEW RIGHT AWAY ERRORS ON PRICING WAS MADE. AGAIN, OUR APOLOGIES TO THE ***********S.
THANK YOU FOR LETTING GRAHAM ALUMINUM RESPOND
Consumer Response /* (2000, 11, 2022/09/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Satisfied that the money was returned. Disappointed that the job was not quoted correctly the first time.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.