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:07/03/2025

  Type:Sales and Advertising 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.

  Out of curiosity I looked for information in response to an ad on ********. After being contacted I said I was no longer interested. They have been calling me at least twice a day and never leaving a voicemail. I block the numbers but every call is from a different number. It is very annoying.

  

  Business Response

  Date: 07/04/2025

  Hi *******, sorry for any inconvenience. I checked this phone number and our system doesnt actually show any answers from our phone calls, so there was never a note that you were no longer interested in your window replacement project.  *** requested to add you to our Do Not Call list.  Thanks again for your understanding!

• Initial Complaint

  Date:05/28/2025

  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.

  12/18/23 signed contract for new windows and sliders to be installed in my new home in January 2024 by Direct Remodels. Informed of wonderful lifetime warranty of all windows. Paid in full for the windows upon completion of installation of the windows. 10/11/24 was locking all windows due to big storm coming to area. Noticed crack top right corner of slider window in main bedroom. Called Direct Remodels and left message for return call. 11/19/24 called again and spoke with ******, she requested photos to be sent to her. She then informed me that this crack was not covered under their warranty and I would have to pay addition of $462.28 to have window repaired. I voiced objection to her decision but said I need to have it fixed before it got worse. On 11/29/24 sent the $462.28 for the new window. After 2 visits to my home from Direct Remodels personal new window was installed on 5/14/25.

  

  Business Response

  Date: 05/28/2025

  Hi, **** in our office is calling you now!  This should have been escalated to our internal warranty department after the manufacturer declined it. Very sorry about that!  We will make sure this was covered and any costs are reimbursed.  Thank you for bringing it to our attention!  
  

• Initial Complaint

  Date:05/12/2025

  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.

  Apart 29 2025. Sleepless Granzoti came to my home to give free estimate. He pushed to apply by assuring that I can cancel. He said professional vendor will come to measure windows. I had got some other quote. On 5th May I called office to cancel at 2pm. I was told that concerned person is busy and will call you back. I also called salesman who did not anwrer, but left a message to cancel. In the evening I got a call from unknown number ************ which I did not pick up. Next day my brother called that number message was from Mat ******, he said he was vice president, When my brother told that we want to cancel order he said it can not be canceled and threatened that he will put a lien! If windows were not measured how can he claim that window is ordered!!

  

  Business Response

  Date: 05/12/2025

  Hi ********,

  Thanks for writing, and sorry to hear about any confusion.  First off, we don't recognize the name you mentioned in this post, so wondering if there is any confusion there, but we do want to see this situation rectified for you.  It seems based on your notes that you were trying to cancel past the 3 day right of rescission period we offer.  We allow this 3 day ***** period for new customers to make changes or to cancel their order prior to us moving forward with your project.  After this period is over, we like to say the "wheels start turning", so can't make changes as easily.   With that said, we want to see all of our customers be happy, and we'd also like to understand why you wanted to cancel your project in the first place.   Our sales manager has reported that he cannot get in touch with you.  Can you please call our office at ************ and ask for ****** or ***?  We will make sure you're taken care of!

• Initial Complaint

  Date:05/08/2025

  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.

  Direct Remodels made an agreement with me to install hurricane impact windows in my back patio, contingent on my **** approval. The agent ****** requested that I write a cheque for 50% to secure the deal, with the understnading that Direct Remodels would not encash the cheque without the **** approval. I told ****** I was uncomfortable writing a cheque for $8, 000 but he assured, it was simply to secure the discounts they offer.. I added a contingency note on the check nonetheless which he said he was fine with because they would not cash the cheque. I further asked that they do not place any orders or move forward until the *** reverts which they agreed. I called the company to remind them of this after they sent someone to do an estimate and take measurements. I told the agent I will not put any funds in my account until I hear from the *** and he said that was ok. To my surprise they encashed the check putting my account into overdraft as soon as I shared with them the list of artfacts the *** requires. When I call about the encashment ****** the manager told me it was an error but he can't refund me the money unless I sign either a financing agreement or an addendum with requirements to allow them to do the project and work with my *** if the *** declines the project..My *** explicitly will not work directly with a contractor so I cannot uphold that stipulation. ****** said thats the best he can do since there is a 3 day no refund no cancellation policy which I should have been aware of. I told him I explicitly asked ****** if there were any clauses I should be aware of before I hand over the cheque and he said none. I am feeling very uncomfortable doing business with them but they are insisting I cannot get a refund without agreeing to move ahead with them. I feel like I have been tricked and I am very scared to do business with them. This is a typical bait and switch case. Since they encashed the cheque without *** approval I would like a full refund.

  

  Business Response

  Date: 05/08/2025

  Hi Ms. ****** we are sorry for any confusion about depositing your deposit check, as it was turned into accounting and they were unaware of the hold you requested.   It was an unusual circumstance that we had not encountered in the past, but again sorry for any misunderstanding on our part there.  With that said, we are confused why you would be writing this, as you had discussed this with ****** already, and also according to our bank you had stopped payment on the check, so we've never collected any funds.  Since you had stopped payment on the check, it did not deposit to our account and there would be nothing to refund, so there is no issue here regarding a refund?  I know you mentioned to ****** that once you get *** approval from your community, you will be writing another deposit check and we will be able to move forward.   We're happy to hear that we can move forward on a positive note.  Please don't hesitate to call us with any further questions in the meantime, and we look forward to getting your beautiful new windows installed once the *** approves of your project.

  Customer Answer

  Date: 05/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is ok.

  I checked my account and can see that the check payment taken from my account 05.06.2025 was reversed 05.07.2025. 

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

• Initial Complaint

  Date:03/24/2025

  Type:Order 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.

  Contract signed on 8/5/24 for 6 windows. 3 windows were installed in November and the other 3 couldnt be installed because there was a crack in one of the pieces of glass. I was told at the time they would have to reorder the window but they would rush it. About a month passed and the manufacturer called saying they were only replacing the glass and not the entire window. There was zero communication from the office about this as I was under the impression the whole window needed to be replaced. Frustrating but okay lets get this window installed. Upon the manufacturer loading it they again damaged the glass . Now they said they need to replace the entire window not just the glass. Here we go again. These windows are all on the front of my house and there were two more I hadnt ordered so I went ahead and requested a big discount on the last two windows so at least the front of my home can have all matching windows(knowing this is the last chance I give this company). Move forward a little over two months now at the end of February I have to reach out to the company to see whats going on with the windows . Oh we were just about to call you..March, remaining windows installed. Stucco work is to take place in two days. No show. Reschedule for Friday. Again no show, just a text sorry they cant make it, they will be there tomorrow. ************** show up at 8, dont have a ladder tall enough. They will be back in an hour. Nope it was almost 3 hours later. Horrible stucco work along with a mess left on my roof, garbage and nails left in my walkway and yard. Reach out to two people at the company and silence. 15k for 8 windows and terrible work, terrible communication, terrible service. From August to current day and we are still dealing with this nightmare of a company.

  

  Business Response

  Date: 03/24/2025

  Hi, thanks for the call earlier. Sorry again to hear about the stucco crew this weekend.  Were glad we could get this situated for you, and thank you for your patience as we get your stucco completely properly!  **** will remain in touch!

  Customer Answer

  Date: 03/26/2025

   
  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,
  
  ****** Garda

• Initial Complaint

  Date:03/13/2025

  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.

  Direct Remodels calls 4-5 times per day using a different phone number each time. I have no need for this business.

  

  Business Response

  Date: 03/13/2025

  Hi *****, sorry for any inconvenience. We were responding to the form you filled out requesting a quote for new windows, and couldnt get in touch, but we wont call you anymore!  Ive added you to our Do Not Call list.  Please let us know if you ever need that window quote in the future. 

  Customer Answer

  Date: 03/15/2025

   
  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:12/12/2024

  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.

  ****** ***** was by far the most obnoxious , arrogant Supervisor who I told him I was promised and complete itemized breakdown on how they arrived at $11,000 got 9 smaller than average windows of hurricane impact force, know that I had 3 days to cancel after receiving and reviewing. Called nearly every day asking apathetic CS and Installation **** for the itemized invoice which astoundingly shows the **** jacked up from $11k but keeping my debt burden the same. In short, he also dropped the biggest bait and switch appalling and disgusting news that the model the Sales *** showed me was the model that was to be installed and bragged about how they were virtually bullet proof and tested by missiles that the Sales *** made a mistake and I was going to get regular non-impact windows installed. He cut me off rudely multiple time saying he did not have time for discourse and hung up on me saying his boss would deal with cleaning *** this debacle and he was to busy to hear that I not only have a thorough journal of the numerous calls to ****** the Sales ***, but also had legally permissible audio or my telling ***** I needed time to make an informed decision. This complaint will be amended with absolutely shocking admissible support that I am requesting my $5,500 downpayment returned

  

  Business Response

  Date: 12/16/2024

  Hi, we have been trying to communicate with you to discuss, and we hope to speak with you soon.  The contract was for non-impact windows, and you are in a non-impact area, but we understand you were hoping to upgrade to our impact window line instead.  As you know, we have already agreed to do this upgrade at no charge for any confusion, despite the contract stating it was for non-impact windows.  We are still willing to do make this upgrade for you so please reach back out to our team when you have a moment to coordinate your installation.  Thanks again for choosing Direct Remodels!

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22676621
  
  I am rejecting this response because I signed refund agreement with VP, **** ****** whereby I will receive a full refund of the $5,850 downpayment and upon receipt of this refund, I agree to withdraw this complaint.  This signed document serves to cease all business with Direct Remodels and awaiting response and refund as promised.  I will withdraw this complaint upon full refund as agreed in a documented/recorded 45 minute call with Mr. ****** on 12/18/24.
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 12/19/2024

  Thank you and yes, we are glad we were able to reach you and discuss.  Glad we could agree on a refund and please dont hesitate to reach out if you need anything in the future.

  Customer Answer

  Date: 12/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and despite **** ******, VP calling me at 3.04pm on 12/20/24 to follow up on his breach of the agreement which was that I withdraw this complaint contingent on receiving the full $5,850 refund to my Credit Card which my Bank states 5 Business Days to post, and his email this afternoon (attached) speaks volumes.  Just read the Subject Line clearly stating that I withdraw this complaint AFTER I receive the full refund in my Account.  Taking advantage of someone that just lost their Father to Brain Cancer and the Emergency Spinal Fusion Surgery this summer that has compromised my immune system and unexplained 40lb weight loss Doctors are working to identify the source of internal hemorrhaging, was planning on surprising my nearest relative and older sister in ****, Mr. ****** has robbed me of much more than money could ever buy.  His failure to promptly take action to initiate a refund whereby I needed the refund to have firm up the itinerary and pay for the trip....gone based on his email screenshot attached.  I have no other choice as his hostage to the money  I am owed therefore I accept his childish behavior and arrogant attitude to resolve this complaint.  Thank you and Merry ****************** ****** and I pray your children you were picking up  when we spoke this week do not follow you as a role model.  Initiate the refund IMMEDIATELY!!!

  "We will not initiate the refund until the BBB complaint is resolved."  
  
  
  **** ******
  VP - Sales & Marketing 
  Direct Remodels
  p: ************
  e: *************************************************************
  **********************************************************************************
  

• Initial Complaint

  Date:11/07/2024

  Type:Delivery 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.

  After payment there has been no contact from business. Windows were never ordered per latest conversation with business staff ****. *** approval had not been pursued by company as conveyed by the representative at the time of payment. Multiple request for cancellation due to mistrust of various company representative's misrepresentations have gone unresolved. This is just one more effort to resolve issue prior to legal pursuit.

  

  Business Response

  Date: 11/18/2024

  Hi, thank you for speaking with us the other day. Glad we are moving forward on a positive note. We will stay in touch regarding your HOA!

  Customer Answer

  Date: 11/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is ongoing but currently satisfactory to me as the issue has not been 100% resolved but a work in progress.
  
  Sincerely,
  
  ********* ********

• Initial Complaint

  Date:11/04/2024

  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.

  I was thinking about getting new windows, but changed my mind. Never spoke to anyone. But l keep getting phone calls, which I don't answer. I have blocked their number, yet they keep calling.

  

  Business Response

  Date: 11/04/2024

  Hi, we've added you to our DNC list.  As you had mentioned (and our records confirm) that you had never answered, but if a customer simply asks to not be contacted further we'll always add them to our DNC list :)

• Initial Complaint

  Date:05/10/2024

  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.

  Direct Remodels quoted us a price for new windows in late August 2023. We were told that because my dad is a Veteran we would qualify for a $10,000 ***** making us responsible for the other $10,000. That would make our payment around $103.00 a month. We found out within a week that we weren't eligible for the ***** and I informed *****. He asked if the ***** *********** had a reference number, which I gave him, and he assured me that we were good to go since we had a reference number. The windows were measured, again I asked ***** about the ***** ***** because we didn't want to move forward without that and he said yes, we were fine to go, which led us to mid to late September 2023 and a team of installers finally arrived. As they installed the windows, we noticed that 3 of the windows had been changed without our knowledge, to sliders instead of double-hung. We questioned this decision several times and were never given an answer as to who made the decision to change them. Bathroom windows were also ordered/received that were supposed to be frosted but came in clear. They went ahead and installed the clear windows and about a month later new frosted ones came in and were installed. We sent several pictures to the company with obvious/gross errors that had occurred during installation such as no caulking/over use of caulking, a screen that didn't fit, and just sloppy work in general. We also needed inside repairs done where they changed out the windows to sliders and ripped out framing around the windows. This took several calls and almost 6 months to finally get someone to half way fix it. In May 2024, we still had all the stickers in the window and were waiting on the inspection, which again after several calls, we were finally told it had been done virtually. We are on a fixed income and our payment is now a little over $300.00 a month. That's a huge hit to a family with a disabled veteran! I've contacted the owners by email and never heard a thing back.

  

  Business Response

  Date: 05/13/2024

  The customer has indicated that they would like to retract this complaint, as it has been resolved.

  Customer Answer

  Date: 05/13/2024

   
  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,
  
  ***********************