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:04/15/2025

  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.

  Hired this contractor to install a porch enclosure. They walked off the job and did not finish. They are demanding payment in full. They have threatened to put a lien. The company is citing they cant finish because of permit problems. They are walking off the job. Without an inspection and closed permit it will have to be removed. If that happens I demand full payment to be returned. We have multiple phone calls and emails that have not been returned. This company has ghosted us. If the better business bureau cant help then we will have to get an attorney.

  Business Response

  Date: 04/17/2025

  To Whom It May Concern,
  We appreciate the opportunity to respond to the complaint regarding the project at the ******** residence. Our team takes great pride in delivering quality work and maintaining compliance with all local permitting regulations. Unfortunately, this project encountered significant and unforeseen delays due to actions outside our scope and control.
  Upon initiating the project, we discovered that the homeowner had previously poured an illegal concrete slab and installed a hot tub without obtaining the necessary permits from *************. As a licensed contractor, we are obligated to operate within the law and cannot proceed with inspections or final approvals if unpermitted work exists on the property.
  Despite this, we went above and beyond to assist the homeowner. We provided engineering plans, a filled-out permit application, and all required documents to help them legalize the unpermitted concreteat no additional cost to them. This was done to save the homeowner both time and money.
  Furthermore, when our electrical inspection failed due to the illegally wired hot tubwhich was not part of our contracted scopewe clearly communicated the issue and even provided electrician referrals to assist the homeowner in resolving the matter. We also repeatedly followed up and advised that our own inspections could not proceed until the homeowner secured proper permits and passed their own inspections, per ******************************* has documented every attempt to assist the homeowner and move the project forward.  Unfortunately,when invoices remained unpaid and progress stalled due to the homeowners inaction, we were left with no option but to initiate the lien process to protect our business.
  We take pride in our work and always strive to deliver professional and compliant service. This situation is unfortunate, but we firmly believe we acted in good faith and with patience and professionalism at every stage. We respectfully request that the BBB consider these facts in full context when reviewing this matter.
  

  Customer Answer

  Date: 05/05/2025

  US Aluminum are liars. They knew before they started the job about the concrete and the hot tub  put in by another unscrupulous contractor.
  we discussed with their representative when they sold us the job. We told them if they could not get the permit fixed then we could not go forward. Unfortunately one hand does not talk to the other, and we are left in the cold. They were more than happy to take our $13,000 promising that they would take care of the permit problem and put in the acreen room  we were asking for.

  When the inspector came and the work stopped US Aluminum disappeared. We sent multiple emails trying to get the work completed but nothing. We finally called ************* in March to lodge a complaint against US Aluminum and they helped us get the permit we needed to complete the work. US Aluminum during this time had put a lean on my house for $1,300 because I refused to pay until the job was done. The job is still not done to my satisfaction.
  We paid them today so I could get the lien removed. They did some work to finish the job today. The quality is not great, the gutters have large dents, the roof which is expensive has multiple dents. The screws are stripped and will probably rust, rain water leaks on the back side of the gutter. 
  ***** their manager is a horrible person, I have video of us confronting him and his bad business ethics and he stands up to me posturing aggressively. I was on my property, feeling uncomfortable, and he had no right to behave that way. I walked away and locked the door. Im thinking I should post the video on *******. Buyer beware US Aluminum has bad customer service service, they will say anything to get close the deal. 

  Business Response

  Date: 05/13/2025

  US Aluminum Services respond to Complaint dated 04/15/2025 by Mr. ****** ********

  US Aluminum Services is disappointed to receive a second complaint from Mr. ****** ********, as the company has made extensive efforts to complete the project and address all his concerns in good faith.
  About the permit complications:  During the early phase of the project, it became clear that unpermitted concrete work and a hot tub had been installed by a prior contractor.  This created a permitting issue beyond US Aluminums control.  The homeowner was advised that, because this work was not performed by our company, they would need to resolve it directly with the county.  This was first discussed in November 2024; a lien was not filed until April 2025, after significant time had passed without resolution.

  A site visit was conducted with three US Aluminum team members, including a manager, to review concerns with the homeowner. Several minor items were brought to our attention and were addressed promptly on-site. During the visit, the manager respectfully requested the final payment and informed the homeowner that the lien would be removed upon receipt. At that point, the discussion escalated. The homeowners became verbally hostile, using inappropriate language and objecting to the lien. The manager remained professional and composed throughout the exchange, explaining that the lien was a standard protective measure due to the extended delay in completing the project.

  The work has since been completed,and final payment has been received. Any remaining concerns related to appearance (such as dented gutters or s**** heads) fall under the scope of our 2-year workmanship warranty and can be addressed accordingly upon review.

  Since acquisitions were mentioned regarding one of our employees, we would like to request any footage taken, so we can determine if the employee was unprofessional and/or posturing aggressively.  Furthermore, we do not give any permission for such video(s) to be posted on ******* or any social media/website.
  
  Respectfully submitted,
  ******** *****
  Project Administrator

   

• Initial Complaint

  Date:08/23/2023

  Type:Product 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 had a contract for the screen room in the back yard. However, the room was done in the worst way I have ever seen. The professionals, Bobby and Billy, came to take the measurements of the area. Those number as we expected the screen room will be. But the front wall was place as diagonal, not parallel with the house, so the screen room is not straight and squared at all.
  Jason, as a professional, came to see it with his own eyes and agreed with us that the screen room is not straight. He took measurements, back to the office and discussed with the team. The answer we get from him is just leave the way it is. The final payment needs to be made or it will be sent to collectors. In addition, we have some leaking spots also.
  Please consider and advise us with these problems.
  
  Thank you for your concern.

  Business Response

  Date: 08/25/2023

  Hello **** *******
  
  In response to your complaint, we would like to first apologize for any misunderstandings and concerns you are experiencing. We would like to point out that we are currently in communication with you via phone calls and emails, trying our best to clarify the situation and that we haven’t denied any repair services or stopped any communication with you. Our Project Manager has scheduled the services for the leak that you have reported.
  
  Your Sales Representative Bobby is trying to reach you as well as he is looking to setup a meeting, with the intention to present you with some documentation that will assist us in explaining, once again, the reason why the room is not parallel with the house but parallel with the foundation/pavers per engineering codes.
  
  Please see documentation attached, we have included the following:
  
  -General Notes, the 3rd page the Edge Distance is highlighted to show that the Engineer/Contractor is required to install uprights to provide a 2” minimum clearance from edge of slab and/or footer.
  -Description, with details about the project and construction of the enclosure, to show that everything was done correctly.
  -County Passed Inspection.
  
  We would like to make things right for you as we thrive for excellent customer service and for this reason, we feel the need to provide you, once again, with professional engineering details and documentation to help you understand that everything was done the correct way and that everything was clear in the contract.
  We ask you kindly that you settle on this complaint as we have been very responsive to your requests, still in communication with you and will take over our responsibilities as a reputable company.
  Regards,
  The US Aluminum Management Team.

  Customer Answer

  Date: 08/28/2023

  
  
  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:04/05/2023

  Type:Customer Service 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.

  It's now been over 6 weeks since the installation of a complete new lanai, which was supposed to take 1.5 days. After 4 return visits (so far) to fix incorrect /cosmetic items, the ***** failed county inspection. I requested the Project Manager visit me to look it over together - he refuses to visit, will only send his installation staff who have shown up with NO IDEA why they are here. I was told that plans were being revised, and would be delivered to the site for the inspector. Now it's been almost 3 weeks of radio silence - with the exception of the collections department calling to find out why I haven't paid the final invoice. I told her it's not passed inspection, and she asked ME why, since she can't get in touch with the Project Manager. She also told me she would call me back once she spoke with management. That call never came. The communication WITH and WITHIN this company is atrocious.

  Business Response

  Date: 04/12/2023

  Hello Mr. ******* please accept our apologies
  for this inconvenience of the failed inspection and the lack of communication
  in our part. As you may be aware, everything is taken care of and we just passed the final inspection; we
  are hoping this will make you feel more comfortable with the results of your
  project. At this moment, we are working on setting up a job site visit from the
  General Manager, who would like to discuss any further questions or concerns
  you might have and do a final walkthrough. Our management team have tried to
  reach you a few times to discuss this further, but we haven’t received a
  response. Please contact our Customer Service Manager Yaritza T. on her direct
  line: ************* 
  
  Note: We have attached the certificate of completion
  from Orange County, pertaining to your passed inspection. 

  Business Response

  Date: 05/19/2023

  Dear Mr. *******
  
  Thank you for your time Today, we are glad that our
  conversation was a success, and we were able to come to an agreement. The US
  Aluminum team apologizes once again for the mistakes during the construction of
  your project; our management team will work with the office and installation
  team to make sure this won’t happen again. We have been in business for 20
  years and our reputation speaks for itself and situations like this won’t be
  taken for granted. For BBB purposes, we would like to include a list of events
  that took place from our part in resolving the matter and that you are aware of.
  
  -On April 10th, final Inspection was approved by the county (see attachment). 
  -On May 3rd and May 4th, our General Manager and the crew did a
  comprehensive audit of the project and completed a punch list that was more
  detailed than the list you had.  A punch list of about 20 items was
  completed that included parts replacement, repairs, paint, and cosmetic
  issues. The US Aluminum team audit list was more inclusive than the list
  you had completed. 
  -On May 18th, we sent another installer to replace a 2 x 9 beam, that had to be ordered,
  which had some nicks and was slightly bent. 
  -On May 19th, we informed you that your balance of $2,124 will be waived. 
  -On May 19th, we set up a final walk-through for June 7th, with our General
  Manager, as you will be on vacation returning on June 5th.  
  
  
  We have attached a copy of the passed inspection mentioned
  above for documentation purposes. Our team is extremely upset that we didn’t
  meet your expectations and we hope that we can make this right for you, and you
  can finally enjoy the beauty of your patio. You will soon receive a package which will include/show that your invoice has been paid in full. As you been in contact with Norma S******,
  please don’t hesitate to call her directly if other situation arises. Regards, The US Aluminum Management Team.

  Customer Answer

  Date: 05/22/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and while there remain some minor cosmetic items to be addressed, I find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:10/19/2022

  Type:Product 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.

  On 6/8/22, Bobby R******** from U.S. Aluminum, came to my home to give me an estimate for a screen room. The total was $14,805 and he asked for a deposit of $4,441, which I gave him. I know better than to give a deposit, but I thought he was honest. On 9/6/22 I called and texted Bobby to cancel the screen room (it had been 3 months and the permit was not even pulled) and ask for a refund due to a personal emergency I was dealing with. I am 69 years old and on Social Security - I need this money returned asap. On 9/13/22 i received a "job cancellation form" from U.S. Aluminum dated 9/31/22 where the cancellation cost was $1,255.19. Really? They didn't even get the permit yet and had my money all this time. So, according to U.S. Aluminum, I was supposed to get a refund of $3,185.81. Better than nothing and I need my money! Today is 10/19/22 and I still haven't received my money. I call every day and get told the check was mailed last week. I can't afford to get an attorney so I can only ask you to help me and I will post reviews on Google and anywhere else I can to keep people from using this company. Please help me. Thank you.
  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/10/26) */
  Hello, on behalf of our company, I would like to apologize for this inconvenience, and we are very sorry that you are experiencing this moment of hardship. Our records indicate that the refund/check was cashed on Friday 10/21, a few days after you submitted your case to the BBB; we did mail the check, but it took a few days to arrive, and we apologize for that as it's out of our hands. We are hoping that you are satisfied at the moment and understand that even though there wasn't a permit, yet we did incur in some administration expenses and to mention a few other, engineering and drafting which is part of the normal process. Based on our contract, if you cancel your job, you will incur in some charges and again, we apologize if this has caused any problems. Please don't hesitate to contact me if you have any questions.
  
  
  Consumer Response /* (3000, 7, 2022/10/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  It's just a way for them to collect money from people. Engineering drawings? Come on, they were done at my kitchen table - it's a screened patio. Not much I can do except tell people not to use this company, which I will do every chance I get.
  
  
  Business Response /* (4000, 9, 2022/10/28) */
  Hello Mrs. ********** we aren't planning to continue with the back and forth through this platform as we have tried calling you to further discuss the situation and to provide you with more details, but you aren't answering the phone. The sketch that you saw getting done at your kitchen table, it was just a small drawing with your project design, then that is transfer to our architect at the office for the process that is called Drafting then we send those to the engineering company where they get done professionally and sealed for permitting purposes. All of these have a cost and that is why we ask for a deposit. We'll be more than happy to show you proof. I have attached both together with this reply. Again, we apologize for this inconvenience and hopefully you can understand this is just part of the process and that you were aware from the beginning when signing your contract.
  
  
  Consumer Response /* (2000, 11, 2022/10/28) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Just close the complaint. Terrible company.

• Initial Complaint

  Date:09/09/2022

  Type:Product 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.

  Contracted with the company to extend an existing patio with new pavers and screen. 1. Contracted in March 2022, work started on the last week of July 2022
  2. After repeatedly telling both the office (Jason) and working crew that I want to keep the existing tile and to put them on the side of the house, they took them
  3. It took a week the get someone else's pavers (which was not enough) as a replacement,
  4. Workers cut through are multiple areas of existing sprinkler system tubing of the Association which cost me money to fix. I was first told that the monies could be deducted from the final payment. Now, US Aluminum claims that they are not responsible for the negligence and the damage caused, per their contract.
  

  Business Response

  Date: 10/12/2022

  Consumer Response /* (2000, 6, 2022/09/19) */
  US-Aluminum has agreed to take care of the cost of the repairs. Please close this complaint as being resolved. Thank you for your help.