ComplaintsforCommercial Residential Aluminum & Fabricating, LLC

• Initial Complaint

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Gave $800.00 deposit to install new gutters on the front of our house CRI gave us a date to in September to install new gutters..no show CRI gave new date..but CRI called to reschedule a new new date never showed up and never called us with an explanation We tried calling them numerous times. no return calls from CRI Finally got someone to return our call ( ***, very rude & fowl language saying it was our fault & that we cannot get our deposit back) we didnt want our money back we wanted the service to be done.Tried calling back to schedule a date and no one returns our call Now I want our deposit of $800.00 back for they have been holding it hostage since August.We will settle this in court if the deposit is not returned to us in a timely manner.I hope you can help us with this problem to avoid court action.Thank you

  

  Business response

  12/14/2022

  Dear *****,

  We apologize for the delay and inconvenience. After the hurricane we lost 2/3 of our gutter installers, which left to go chase hurricane work. We have been doing our best to fulfill our contracts but our lead time have unexpectedly been pushed out. We will issue a full refund in the amount of $800. Sorry again for your frustration.

   

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

  Director of Sales
  

  
  

  Customer response

  01/03/2023

  We thought all was solved but we were wrong. Commercial residential said they issued a check in full but never received it. Got in touch with them again and they said they would reissue a check again it might have got lost in the mail, so far no check.(games they play).I will try to contact them again which is not easy, for they dont answer phone or texts.

  Customer response

  01/06/2023

  Drove to commercial residential aluminum & fabricating llc Wednesday Jan. 4 2023 to pick up check.

  We received the refund in full.

  Without BBBs help this wouldnt have been resolved, so many thanks to you.

   

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

• Initial Complaint

  07/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello, please see the attached documents which indicates I have reached out to CRA on numerous occasions to make repairs to the Lanai I contracted with them on in the Fall of 2020 and was completed in 2021. They responded once and made some repairs but the Lanai continues to deteriorate and I am no longer receiving any response from this company.

  

  Business response

  08/12/2022

  Good afternoon. I have review this complaint. The home owner requested that we leave voids int he corner of their lanai for landscaping. per their request we left the voids in the corners and install the deck and pavers per their contract. During heavy rains the water ********. The solution for this is outside our scope of work. I would suggest a landscaping company installing underground drainage with a bubblier outside the enclosure. Unfortunately we do not have the resources and this is outside our scope of work.

  Customer response

  08/23/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  As previously advised, the ponding in the garden area is only one of the issues, collapse of various areas within the new lanai and ****** is the other which was not addressed. ***'s response stated the lanai was constructed with voids which I'll interpret as my garden area. I am attaching the rendering CRA's sales **** ************************ provided to me to send to my HOA for their knowledge and also the engineered drawings CRA provided to me for approval prior to their submission for a permit. Their Sales Order is also attached, nowhere in the documents I have reviewed indicates that proper construction practices for drainage and collapse prevention would not be utilized. The original lanai next to the house, my driveway and front sidewalk are not collapsing so I am at a loss as to why the work that was contracted thru CRA is.
  Again, I am requesting repair of all affected areas and thank you for your assistance.
  
  See Attachment/File: Lanai Rendering 2019-2020_

• Initial Complaint

  02/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 3/24 I signed a contract and paid a deposit with Commercial Residential Aluminum (CRA) to extend my current Lanai an additional 17'X30'. The contract specified that the cage roof style was to be "Mansford" (per HOA requirements). The contract also stated that they were to remove the front wall of the current covered Lanai and re-screen only the side panel of the current covered Lanai with polyester noseum screen. The install was to be completed by October 1st. On August 12th I sent a email to CRA asking for a status update, on August 16th I was assured they were on track for the Oct 1st completion and that I would be contacted 2 weeks in advance of demolition work in order to get the irrigation cut and capped. I received a email Sept. 21st stating the demo crew was at the residence but because the irrigation was not cut and capped they were leaving the site. I was never contacted in advance of the demolition. I immediately got a hold of the irrigation crew, got the lines cut and capped and told CRA the site was ready. On Nov 9th I received a request for an additional 70% payment to build the cage, they sent a representative out to the house to pick it up. On Nov 23rd the cage was installed. CRA broke the contract. They installed a "hip"roof style instead of a "mansard" roof style (per HOA rules), and removed and lost the sidewall from my Lanai that was to be re-screened only. When I questioned the roof style I was told there were two different sketches in my file. Funny when I requested a copy, they are dated 4/13/21 and 1/4/22- 9 months apart. I informed CRA that the HOA issued a violation regarding the roof and it needed to be replaced, I want my sidewall replaced to pre demo. I got a certified letter last week from their attorney demanding payment in FULL or they would put a lien on my home. I am tired of the delays, excuses and demands.

  

  Business response

  05/19/2022

  Business Response /* (1000, 5, 2022/02/18) */ We apologize for the inconvenience during this construction process. Our measure and layout team was on site this morning (Friday Feb 18th) to get final measurements in order to replace the roof and side wall to a mansard style per your contract. In addition the side wall will be getting replace to look exactly like it was before construction. Lastly, we will satisfy the request for lien once the final payment is collected and construction is complete. Consumer Response /* (3000, 7, 2022/02/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) CRA broke the contract, all of the problems are because of their inability to manage the project and pay attention to the details of the contract. Nowhere in the reply is a firm date to completion of roof and windows for the Lanai. I want a letter from their attorney stating NO lien, and 30 days to pay balance after city inspection pass. Business Response /* (4000, 9, 2022/02/21) */ Cage repair is scheduled for Thursday 24th weather pending. We are awaiting a ship date for the acrylic window replacement. Our customer service liaison did rely the schedule last Friday via email at 11:47am. We have every intention on making this job correct as we stated before. The job will be to CRA standards and once the bill is paid in full a release of lien will be filed. Payment is due at completion of job and inspection will be called once installation is completed. Again we apologize for the inconvenience. Consumer Response /* (3000, 12, 2022/02/28) */ This response was taken verbally by BBB: The business came out on the 24th as indicated. At that time, they rebuilt the cage and tore paint off my super gutters in 2 places; Chipped paint off my stained floor by throwing aluminum on it. They took the whole cage down except for the picture window wall. Then rebuild, using a portion of the old cage that they had cut the caulk on to loosen from support and never re-caulked the seam. There is also a 1/2" space above the door where they didn't bolt the 2 pieces of metal together. I am still waiting on an update for the acrylic window replacement. Business Response /* (4000, 14, 2022/03/04) */ We will issue a service ticket to address the issues and make sure the deck is restored back to the original condition. We informed the customer on 2/21 via email that the acrylic window were 20 weeks out from the manufacture. Consumer Response /* (3000, 16, 2022/03/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Waiting for CRA to send scheduled date and time for repairs Consumer Response /* (3000, 22, 2022/04/18) */ This response was taken verbally by BBB: The business never contacted me to schedule service since their March 4th response indicating they would do so. Business Response /* (4000, 26, 2022/05/11) */ Service ticket for screen issues was completed. We need to readdress touch up on the gutter and we have issued a ticket to our subcontractor to professionally repair the deck. Consumer Response /* (2000, 28, 2022/05/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) CRA has taken care of 2 of the 6 issues that need to be addressed. They have stated they will send someone out to repair the paint issues on the super gutter and send the cement contractor out to repair the damaged floor. I expect these items to be taken care of within 30 days. At this time I do not have a date for the replacement of the acrylic windows. I will reopen this case if CRA does not follow through on their promise to make repairs and restore the acrylic window panel they removed in error.

• Initial Complaint

  02/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 3/24/2021 I signed a contract with Commercial Residential Aluminum (CRA) to remove an existing screened lani and replace it with a new much larger one. Per the contract the approximate install date was done 18-20 weeks after receipt of deposit which was paid  by CC at signing. It is  now 2/2022 and I have no lani! Just a partially finished concrete slab. CRA was responsible for all work except for irrigation modifications  which were  done prior to CRA commencing any site work.  Demolition was done in September  and a new concrete slab was poured early October. As of this writing the slab remains unfinished and so no construction has even begun on the Screen room.  I have had countless phone, email and face meetings with, 6 or more individuals from CRA including the President/CEO, VP, sales and  planning. The VP actually came to inspect the job but despite his latest assurances work would begin within a few days there has been nothing done nor any communication in over 2 weeks. I live in a gated community where the HOA has strict rules governing external construction modifications. I have a twin townhome, my roofmate and I chose and signed  essentially the same contracts together with the same sales agent. Her lani was completed months ago but has to be removed because it was not built to the plans and specifications  submitted and approved by her, the HOA and the City.  If I  didn't  experience this myself I wouldn't believe this company could be so inconsiderate and incompetent.

  

  Business response

  02/01/2022

  Business Response /* (1000, 5, 2022/02/01) */ Scheduled for deck work 2/7. Once deck work is completed cage installation will follow. Goal to be completed before the end of February. Consumer Response /* (2000, 7, 2022/02/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) CRA's response to your contact is virtually the same as I've been getting for months. "Afternoon *****, I talked to Jason and we are aiming to redo the deck next week. We will confirm as we get closer to the end of the week." This was the text of the latest email from VP on January 11.But zero follow up. The fact that he responded to BBB'S contact so quickly, tells me he *** be more motivated to perform now.I am hopeful but not confident! Also the VP is actively trying to get the HOA to accept a cage design different than specified by the HOA documents, my contract and what was submitted and approved by the city. Than you ****

• Initial Complaint

  08/17/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Gutter at my front entrance is short and water rolls off and splatters on the pavement at my front door-the other side of the door is done correctly. On 7/8 I left the service manager a voice message and then followed up with an email and, reluctantly, included a couple of photos that just didn't show the problem very well. The service manager emailed me the following response "Unfortunately, we cannot extend the gutter without replacing the gutter section. Based on the photo, the gutter is at the correct standard length at the roofs drip edge." I responded and asked that he or someone come take a look. On 7/19, I had not heard back from the service manager so I sent another email asking when someone would be by to take a look. Finally, on 7/21 I received the following email "A work order has been generated for someone to take a look, but please be advised that the house gutter is installed at the correct length." As of tomorrow it will be 4 weeks and I have not heard or seen anyone.

  

  Business response

  11/19/2021

  Business Response /* (1000, 10, 2021/09/13) */ Contact Name and Title: Larry H. Contact Phone: XXX-XXX-XXXX ext *** Contact Email: *******@craluminum.com Dear Mrs. ******, Sorry for the delay in the response from the BBB website. I know that you have been in contact with our company with little resolution. To gain a better understanding of what we can do to help I need to send the department manager out to examine the work that has been completed. From there we will better understand the issue you are having. We will follow up with a phone call to schedule this appointment. Business Response /* (4000, 15, 2021/09/15) */ Service for the front gutter has now been completed. Homeowner is happy with the adjustment / modification to her job. Consumer Response /* (3000, 17, 2021/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) A manager came to my house yesterday (9/14/21), proposed 2 potential solutions, opted for solution #1, made some adjustments and for me it was a wait and see. Later that afternoon we had a downpour and the fix did not work, in fact the drip was now in another location. I texted the manager and sent him a video. He responded saying he would take another look but feels it's not gutter related but rather roof related. I called a roofing company and asked them to take a look - they will come by Friday to investigate. I asked the manager if he could come back before Friday to put things back they way there were prior to the fix letting him know that I called a roofing company. Business Response /* (4000, 19, 2021/09/16) */ Our building products manager will be stopping by to examine the issue again. Consumer Response /* (3000, 23, 2021/09/22) */ CRA's manager came back on Thursday, 9/16/21 and removed his fix as requested. A roofing representative came by Friday, 9/17/21, looked at the situation and took photos. Today I received 2 photos (see attached gutter photos # 1 and # 2) that outline the damage done to the drip edge and the quote to fix it in the amount of $250. When the manager from CRA was here last week, he never mentioned that the drip edge was not over the gutter or that the drip edge was cut. Also, as outlined in the quote, the gutter is not long enough (see gutter photo # 2 and Neighbors house # 3) and should have been extended out further which is exactly what I had indicated in my initial complaint. The 3rd photo is my neighbor's house; CRA installed their gutters and as you can see their gutter runs beyond where my gutter terminates. At this point CRA needs to do two things: 1. pay $250 to replace the damaged drip edge and 2. replace the run of gutter to the proper length. Business Response /* (4000, 25, 2021/09/23) */ I will address his with our Branch manager and building products manager. You mentioned pictures but i did not see any with this response. You can send pictures to *****@craluminum.com Consumer Response /* (3000, 31, 2021/11/10) */ CRA is willing to replace the (short) run of gutter but will not agree to pay for the cut drip edge if the gutter continues to drip/leak. If they are so confident that replacing the gutter will take care of the dripping/leaking, then what is the problem? This could have been such a simple matter. Since I have not heard further from you or CRA regarding this matter, please be advised (and advise CRA) that I will be filing a claim in small claims court. Please add this to the notes on the file. Business Response /* (4000, 33, 2021/11/12) */ We have contacted the home owner by email and phone. We have offered to replace the gutter and make the customer whole. The home owner is requesting that we agree to roofing repairs if needed. While we can not agree to these terms if we have the chance to fix the gutters per her request I'm sure the issue would be resolved. Consumer Response /* (3000, 36, 2021/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mr. Hayden, The more I read your email, the more I find it convoluted. This is how I see the progression: 1. The short gutter run is replaced with a proper length gutter, including replacing the diverter to match the one that was removed during an attempted fix that did not work. 2. Should it continue to drip/leak after the proper length gutter has been replaced, then the next obvious step would be to have the severely cut drip edge replaced. Photos/videos can be provided to show if the drip/leak continues. 3. If replacing the drip edge takes care of the drip/leak, then CRA agrees to reimburse me the $250 cost of the drip edge replacement. As an fyi, when your manager Larry was here to make the fix that didn't work, he looked at the entire area around the leak and he didn't see anything wrong with the roof. As I mentioned in previous emails, the drip/leak occurred only after the new gutters were installed. The natural and obvious conclusion is that the gutter run was installed too short and a possible contributing factor for the leak/drip is the severe cut made to the drip edge during the installation. The only way to know whether the severely cut drip edge should be replaced is to wait and see. I believe my request is reasonable and I would expect you to do the right thing and agree to the above. Business Response /* (4000, 38, 2021/11/17) */ Agreement accepted. Consumer Response /* (2000, 40, 2021/11/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) If what is posted above on 11/17/21 "Agreement accepted" means that CRA agrees to my next steps, then I accept the response even though I have not received the expected email agreeing to my terms. As any fyi, yesterday, 11/17/21, Mr. Hayden called me to explain his email to me since I found it convoluted. After he did so, I directed him to my email outlining the next steps. There was a brief discussion of my expectations; he re-read my email while on the phone. He agreed that we were both looking for the same conclusion and he agreed to the terms I outlined in the email. I asked that he reply to my email agreeing to the outlined next steps. As of this date, (11/18/21), I have not received the agreed upon email response agreeing to the next steps.

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