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:11/08/2023

  Type:Product 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 had a representative come to my house for an estimate on replacing four windows.*******. said he would email an estimate to me the next day.I never received the estimate, the company completely ignored my requests for the estimate.

  

  Business Response

  Date: 11/15/2023

  Hi, we're sorry to hear your estimate never made it to you.  Please call our office at ************ and we can see what we can do!

• Initial Complaint

  Date:11/03/2023

  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.

  Transaction date 5/26/2023 Paid $15,000.00 Supposed to provide a quality window, install, , paint areas of damage, inspection, clean up and finalize.To whom it may concern, We purchased in good faith windows for our home back in May of 2023. It has been less than a desirable transaction, in fact our home is still not put back together with the holidays coming up and 6 months later.I could discuss the sales approach of offering and displaying windows during the sales pitch that we did not end up getting.I could discuss the strong arm tactics of completing and paying the balance before the work is completed.I could discuss the fact that the inspection did not pass over 2 months ago and was turned back over to the company to correct the issues.I could discuss the fact that every time I call in I get no one that knows anything that is going on, and yes I have to call them and I am not on any schedule for completion.In summary, I still have a window that did not pass inspection, they sent out the mfg as we were told it was their problem, and the mfg employee said there is nothing wrong with the window it is an installation problem.Direct Remodel sent out a person to look at it and he stated that was not in his wheelhouse.They sent out another person and he said he could not do it by himself that it takes two people.They sent out another person who stated he did not know why he was sent because this is an installer jobs.The stickers on the windows, caps for the screws, blinds cant be put up all due to an inspection still not complete.All I am asking is to complete the **** job, You have your money. I have a half done job with zero quality service from this company.Service manager-******-************ Sales manager- *****-************

  

  Business Response

  Date: 11/15/2023

  Hi, we've spoken to the customer and have been on site to review the issues.  We are having a service technician out to fix the outstanding issues for the customer, and will follow up once completed.

• Initial Complaint

  Date:10/12/2023

  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.

  In September ***** Direct Remodels performed window installation in my condo unit on 10th Floor. Their construction manager, ****, is not responding to me. Here are the issues I have with them:1. He said inspection will be scheduled with City inspector within a week of installation. Still hasnt happened and no one from Direct Remodels reached out to me on this. Action: I want Direct Remodels to provide me with the date of inspection.2. They left their rental swing stage at the building, attached to the roof and it is still sitting there for over a week and HOA is complaining. Direct Remodels is not responding to this issue. Action: i need direct remodels to pick up the rental swing stage off the premises.3. **** promised me finish parts for the windows, to complete the look/installation to be delivered within few days of installation. I havent heard since. Action: I need Direct Remodels to provide me with these parts as promised.

  

  Business Response

  Date: 10/19/2023

  Hi, we've since gotten this coordinated with ************ and have materials ordered to finalize the trim.  Thanks for your patience and looking forward to finishing that last part!

• Initial Complaint

  Date:09/25/2023

  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.

  Direct Remodels sales person ***************** came to my house to give me an estimate on 6/20/23. Interviewed 2 other companies, but decided to go with their company. When they came to install my windows I noticed that the miter joints on the window casements were done poorly and the caulking was even worse. I took pictures of this as it was happening and mentioned to the crew installing the windows of my dissatisfaction with their work. They did not care about my dissatisfaction an said that this was fine. I immediately sent the pictures to ***************** and he sent back a text that he would resolve this issue in the morning. Will never called me back. When the workers left that day, they also left without placing covers over the screws fixing the windows to the inside of the frame. The company finally sent someone to try to resolve the problem after several unanswered calls, but they only recaulked the horrible joints that they made originally and still have not brought the covers for the inside ******. I reported this problem while it was happening, and spoke with *********************** whose only response was to add more caulk to an already over caulked situation. When questioned about speaking to his superior, I was told its him and the owner who was vacationing overseas. At no point was any effort made to resolve our issues instead being accused of fishing for a discount ! Rude doesnt even begin to tell the story of this companies employees, their attitudes and their work ethic. All we wanted was a professional job done right the first time. This is not a ****** dollar job! In addition ***************** sent my application to the wrong loan company ************************* and then canceled it, causing a hard inquiry on my credit report for a loan I didnt want. I had my project financed through *****. I would want a letter from them withdrawing that loan inquiry from my credit report to send to Transunion.

  

  Business Response

  Date: 10/02/2023

  Hi, we are looking into this and will be reaching out to the customer promptly.

• Initial Complaint

  Date:09/25/2023

  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.

  Paid $18000 for 4 windows and 2 sets of doors. Salesman lied to me about company installers being employees and not ****. Also that they manufactured their own windows. Also I asked for double hung and when they arrived they were single. Continually called company for installation times. They were clueless about my order or never returned my call. Installation day finally came well beyond the promise time and the crew they sent walked through my home with dirty feet, dropped off windows and doors on pool deck walking thru house rather than around yard to back. Left materials with an attitude . I could tell they wouldnt work out. Called office spoke to *****, he promised another crew would show the next day. Next day same crew showed up. When I questioned them, *******, got back in truck and left. ***** threatened me with a lawsuit said I threw them off my propertywhich was not true. I have just moved here to *******. I have had over 7 companies working on this house. None of them have I had any problems with. All of them have notified me exactly who was coming out and would notify me within the hour of arrival. This company could care less about your safety. They dont even show when scheduled. You wait all day, call the office and they make excuses taking no responsibility and just assume you are at their beckoning. I made an appointment for finishing up the job, no one showed. They left a screen already ripped. $18000 for a screen already ripped. Who does that. The glass in doors had stickers on it that leave a film on it. Poor quality for the money. Poor customer service. I was called several times about windows and doors arriving in warehouse, after they have already been installed. Again, called numerous times to set up county inspection when it had been weeks that that had been completed. They are very disorganized, no communication skills, no customer service skills. CEO hung up on me, called me weeks later because of a review I wrote wanting me to change it.

  

  Business Response

  Date: 10/04/2023

  Hi, we do not represent ourselves to be a window manufacturer, as we partner with EAS who makes the best window in the state.  We did admittedly have a ripped screen in one of the windows, which is an easy replacement and we have since fixed.  The installation is beautiful and we're here if you need anything further.

• Initial Complaint

  Date:09/08/2023

  Type:Order 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 discuss a situation I encountered with your Direct Remodeling and I am very disappointed and upset about the way I was treated and the disrespect by the employee. One of the sales reps came to my house offering durable efficient windows in October 2011, two years ago and I signed up to get new windows for my living room. I signed the forms and got everything completed. The tech came to measure the windows the following week took measurements for all four windows. I heard nothing back from them even after calling in a few times to follow up.About a month ago one of the reps called to follow up and asked if I am still interested in the windows which I was so we agreed and scheduled a day however the issue arose when I was told I already paid $2000 and had a balance of $2000. I was asked if I could pay cash and was told that I could not which was bewildering to me, I was therefore referred to ****** who was very rude, unprofessional and very disrespectful. He threated to put a lean on my property and told me that my job is small and that he has already scheduled and he was very upset. This form of customer service is extremely disappointing and I am very disgusted by it. I plan to refer to better bureau as I was deceived to believe that I have already paid money through a loan application which was deceitful and untrue and false information given to me. The company lied to me in addition provided extremely poor and unacceptable service.I would like to hear from someone about this situation as I am very upset and disappointed by the way this was handled especially by rep who was extremely disrespectful.In addition they are now threating with a lawsuit against me because I breached the contract which is over a year old. I never got any calls even when I tried to call no one was helpful about the windows and give no information. It appears that they were not going to install therefore I do not want the windows any longer.

  

  Business Response

  Date: 09/08/2023

  Hi, this is not accurate at all.  You financed your project 100% with a 3rd party financing partner, which has since been cancelled, so we have *zero* dollars deposit on this project.  We ordered and received your custom windows and have records showing we attempted to call to schedule an installation countless times, to no avail.  We even had to renew the permit, it took us so long to get ahold of you to schedule this.  Then we finally had you scheduled for an installation early August, but you cancelled it the night before.  We let you know that your financing was expiring and you'd have to find other means of payment.  That's when you let us know that you actually hired multiple companies to install your windows and you had someone install before us.  I'm not sure why you'd be submitting a BBB complaint as it's fairly clear we're the victim in this unique case, since you haven't spent a dollar and we already paid for your custom windows.  I'm happy to discuss this with you further if you'd like to call us at ************.  

  Customer Answer

  Date: 09/09/2023

   
  Complaint: 20569009
  
  I am rejecting this response because:

  I am not comfortable purchasing from a company that is  disrespectful and dishonest.  I have no confident in their credibility and loyalty after all what was said to me. 

  Direct Remodel is definitely not the victim.  I have been lied to and disrespected on several occasions.  It was stated that I paid for the windows in advance and that is a blatant lie.  I was informed that they do not need to order the big window for the living room because they had one in stock  therefore he can make a deal on that one. Then I had a rep called informing me that the loan had expired and I need to pay the windows myself.  However initially it stated that I had already paid $2000 in advance.  You can clearly see the level of deceit in forcefully trying to make me purchase.  I informed him I was disrespected and do not want the service any more. He then swore at me and told me to shut the f*** up and he would *** my ***.  It may have been the same rep  ****** (perhaps a manager)  who also threatened and told me they are a multi million company and they will eventually leave me broke from pay check to pay check and will bury me with lawyers. 

  Here is another instance of lies that was told to me.   I called the company and spoke to ***** who informed me that there is an open permit on my house which serves *************** and the only way it can be removed is through the completion of the job   I called the city and was informed that the permit expired (which I have a copy of)  and since the job was never started it has no effect on me.
  

  How can a company be so disrespectful and not take accountability for employees treating customers that way.  I am still shocked by this level of unprofessionalism which immediately made me change my mind and  perception of this company. They may install the windows and intentionally do something wrong to get at me.  I do not trust Direct Remodel and I feel bullied by this company therefore would no longer like to be associated with them at all.

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

   

  

  Business Response

  Date: 09/12/2023

  None of that is accurate, and in fact our calls are recorded here for quality assurance and I can verify that is not how any of the calls went.  I have record of our team calling multiple times over several months to get your windows installed.  I know we had a call scheduled to discuss this yesterday and did not hear back (which is how a lot of our communication has gone with you).  We'd love to still resolve this with you, so please call us at ************.

• Initial Complaint

  Date:08/28/2023

  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 LLC was contracted to install 9 windows and 1 sliding door all with screens. They installed what was requested but didn't clean up behind themselves at all. They were breaking windows without securing my home. ****** was knocked off next to the replaced window. They left fine glass in the beds of two rooms, glass on the pillows, sheets and covers. Glass on my 3-month-old granddaughter's baby bop, that was in the bed, which we can no longer use. My 10-year-old granddaughter can no longer sleep in her room until we replace her bed and accessories. My daughter and husband can't sleep in their bed either because of the fine glass. My ********* was cut on the leg and foot by this glass. The ****** under the windows that were being removed were stepped on and broken at the roots so now those ****** are dying, they will need to be replaced. There is much glass all in my ******. The windows they replaced and sliding glass door had security sensors on them for the security system. Those sensors were not placed on the new windows and sliding glass door. I called this company Wednesday night and left a message on what had happened. The director did return my call the next day, Thursday, apologizing about what happened but in the next breath expresses how he couldn't believe his crew would leave my house that way. he said he was going to get them back out to my house and correct what happened, I waited three days, and I haven't heard back or seen anyone from this company. I have to get my house back in order. Well, I have pictures and a video of how they left my house. I would not recommend this company or their service to anyone. They should not be allowed to do business in this manner and not be responsible for damages.

  

  Business Response

  Date: 10/02/2023

  Hi, I see that we had scheduled a crew back out there to investigate and clean up, but we will follow up to see what happened here shortly.  Someone will be in touch.

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20529339
  
  I am rejecting this response because: the company has yet to contact me about a cleanup and replace anything. I have since had to replace bedding and hire someone to cleanup this fine glass. I have spent countless time and funds to get my house back in dome kind of order. The ****** have died and the glass ************* the process of being corrected. This is totally unacceptable and additional measures are being seeked.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/04/2023

  Hi, we'd love to make this right and offer some reimbursement for cleaning if you had found glass outside, etc.  With that said, I've attached some photos of your home BEFORE the installation (we always ask crews to take photos before and after the install) and you'll see why perhaps they had some challenges.  However, we are very sorry to hear about your frustrations in general, and if you'd like to discuss a reimbursement please call us at ************, option 2, and ask for ***.  

  Customer Answer

  Date: 10/08/2023

   
  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:07/07/2023

  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.

  Signed the contract in August of 2021 to have the windows , front door replaced as well as install two new sliding glass doors. The windows were installed but not completed per the manufacturer specifications. The sliders were never properly measured so they dont fit or seal properly. I have attempted to reach out to the company for a resolution but was given several different reasons as to why the sliders were not finished. When I finally wrote a negative review on ****** then and only then did the owner reach out to me via text message and threatened to cancel all work and warranties if I did not remove the negative review. I removed it as I thought this was true until I discovered he was actually breaking a federal law which protects consumers from this . This all took place in November of 2022. No one contacted until December at which point I informed them to only contact me via text or email so that I can document everything. They again did not reach out to me until January at which point I gave them a complete and detailed list of what was left to finish the job. Again no response for three months so I reached out to the manufacturer who got involved and helped get them to respond . Everything was set up to finish until the sub contractor they sent over discovered that the initial install was incorrectly done so everything needed to be reordered in order to do the job tue right way. The manufacturer was made aware of this and they admitted it needed to be reorder. It has been three weeks and nothing to this date has been ordered. I found several other reviews where the owner attempted to also blackmail customers into removing a negative review which they have posted on ****** and is still there. I have contacted the ********************** and they are also investigating direct remodels as they stated they have a file on them already. At the end of the day I just want my job done or refund me the cost of the sliders as Im paying a loan for incomplete work.

  

  Business Response

  Date: 07/10/2023

  This story is not accurate.  We have *not* been paid for this job, have been in communication with the customer, and don't appreciate the ridiculous comments here.  We will follow up directly again.

• Initial Complaint

  Date:05/23/2023

  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.

  Good Morning I hire this company to replace 2 windows for $6,846 in April 7 , given at deposit check for $3,423 1- is the wrong window ; one is suppose to be at sliding window; not at single hang window 2- the job was not finish, they left the in side of the home unfinish 4- Thanks to this job been left unfinish i was able to discover that this job - will never past city inspection due to: there were not at solid one piece of jamb to hold the windows in place, they place pieces and to make matters worst they never place any insulation or adhesive-backed waterproof membrane between the new windows and the frame , they left huge gaps between the wall and the windows . - they never got a city permit like we agree - the specs in this window is lower than the same size windows in ************ and the window in ********** is only $299) **************** (the sale person)assure me that his windows were by far a lot better quality than the ones in ********** or lowes . - I am sending pictures of the job they did, they already cracking out side, besides been not been straight - I am 67 years old, I been ******* and taking advantage . The sale person promise at total different product, with the city permits , and profesional installation that will prevent the water, wind , heat and will save me energy . My main reason to change the windows was for a better one; now I have windows that are lower than the ones in ********** that cost $299. I could just hire at handy man to replace and have it install the one in ********** with out at permit; and pay peanuts . Now I am paying $7,000 including tips and getting peanuts When I found out all of this; I stop payment in the check for the rest of the money owe.

  

  Business Response

  Date: 05/25/2023

  We have reached out to the customer.  Our notes back from the install had raving reviews about a great window installation and great crew.  Our drywall crew is already scheduled to go out to install the interior part of the project now, but customer is no longer being responsive.  Customer had previously written a bad check and when we confronted them, this all came out.  Will update if we hear back from this customer.  Everything was installed to code.

  Customer Answer

  Date: 05/25/2023

   
  Complaint: 20094272
  
  I am rejecting this response because:
  Wrong window, left unfinished, not the quality they offer, not the professional work that was promised, will not past the city code; pay for something totally different that was delivered.  They are thinking that just because I am 67 years old they get away with murder. 
  When I have my business if I sale at 18k ring for $7,000  I am not giving at 10k ring worth $600  with out been finish; they will take me to jail.
     To make matters worst, I have to hire at professional to take out this windows and re install correctly for now until I get myself the right window to have change.  All I will pay is $1,000 and give back the wrong window after I change. Sincerely 
  *********************

  

  Business Response

  Date: 05/25/2023

  Were not going to communicate with you on here with your ridiculous allegations. Weve called you many times and no response. Call our office at ************ and ask for ***** or ****.  This is our final BBB reply on this matter.

  Customer Answer

  Date: 05/25/2023

   
  Complaint: 20094272
  
  I am rejecting this response because:  They sold me 2 windows for $6,486 dollars  instead they give 2 windows that are worth $600 dollars and one of the windows is at wrong window they miss represent their product that is criminal.  This windows that they are selling is made by ***************************** not Accredited by BBB and has at 2 start rating; and plenty complains about the quality  and not been working properly.  They mentioned in they respond that mine  are sillies  accusations ,  well I have those sillies windows and sillies installation at my home that is concrete proof that this company is miss representing their product and gouging with out remorse to elderly people like me.  I don't want them calling me to insulted me and threaten me.  They are not to come over my place to fix nothing they are not to be trust (FIX WHAT? according to them I am giving sillies accusations)   They can have those windows back, re pay me for the expenses to hire some to remove it  and board my openings in the walls and to give me back the $3,423 dollars deposit ; set at date  to give them those windows back in present of the sheriff.    Any communication will be done through emails, or criminal lawyers.  I am done myself with this madness,  having the courage (for use of at nicer word) to press their luck after they been caught fragrantly with all the evidences against them , is unbelievable.     
  
  Sincerely,    *********************;
  
  *********************

• Initial Complaint

  Date:05/08/2023

  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.

  We ordered French doors to replace our slider in October 2022. It is now May and we still do not have our doors. They are telling us that there are some ordering issues. Called them in February to try to resolve the issue and they informed me that the doors were not ordered and that it would take **** weeks again. It is now May and they say the door is the wrong size and ordered incorrect ones. We have given this company plenty of time to resolve the issue. They are very hard to get a hold of and do not answer the phones. Answering service takes a message and informs you that they will call back. Our original sales person said that he has passed this issue to the owner and that they would call us back, still no contact. We have already paid over $4000 for the doors and I am afraid that we are being ripped off. This is my first negative review because I wanted to resolve the issue. I can not in good faith recommend this company to anyone I care about. Please help us to get this resolved. If they can't finish the job, just give us the money back.

  

  Business Response

  Date: 05/16/2023

  Hi, our team has been in touch with ********** and we will keep him updated on the manufacturing timeline.  There were some issues with manufacturing so there was a delay unfortunately, but we will continue to keep him updated until the materials arrive.