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:04/18/2023

  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.

  SALESMAN. ***********************, PREPARED THE LOAN PAPERWORK FOR OUR WINDOW PURCHASE $19,000; 6 MONTHS NO INTEREST FROM DATE OF INSTALL. HE INCORRECTLY SELECTED THE **** OF LOAN AS SOLAR. WE INCURRED $878 OF INTEREST. THE WINDOWS ARE STILL WITHOUT THE PLUGS IN THE ***** THERE ARE ABOUT 109 MISSING. CALLED 11/21/2022, SPOKE WITH BRE TO RESOLVE. WAS TOLD THAT OWNER AND SALES PERSON WOULD BE NOTIFIED TO ASSIST. CALLED BACK 3/3/2023 AND WAS TOLD THAT THE PLUGS WERE ALREADY MAILED TO ME IN OCTOBER AND THAT ***** WOULD NEED TO DECIDE IT PLUGS SHOULD BE SENT AGAIN (?).REQUESTING REFUND OF $870 AND PLUGS TO COMPLETE INSTALL.

  

  Business Response

  Date: 04/18/2023

  Just reached out to the customer and left a voicemail to get more information on this.  **** respond again once I speak with customer.

  Customer Answer

  Date: 04/22/2023

   
  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:03/15/2023

  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 our windows in July of 2022. The sales guy said they will be installed in the next month as soon as the measurements from the next guy were made which happened the following week. Come November of 2022 we had made several calls with some returned and others saying they would call back and never did. Kept getting different start times and finally received a date at the end of November. Well took for ever for the inspector to come because of the bad communication between this company. The inspector finally comes in January and would pass the windows because they are really hard to open which causes emergency evacuation impossible and if my house caught fire today my insurance would refuse to pay us because of the windows being a hazard. I have been trying to get this resolved since then and here we are in March and nothing has been done. We call and text every week without any results. Please help us !!

  

  Business Response

  Date: 03/29/2023

  Hi, we have been in communication with this customer about the warranty service.  We have been actively working with our manufacturer to complete this service but it is taking some time to get the parts required from them.  We will continue to keep on this and keep the customer updated.

• Initial Complaint

  Date:03/15/2023

  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.

  A sales rep from Direct Remodels LLC, *************, **, visited me at my home on March 2, 2023. I signed a contract for the purchase of hurricane windows in the amount of $15,850 and I applied for financing. A $19,000 loan was approved by *********** ***** for the purchase of windows. The following day I cancelled the sales contract. ******* law allows 3 business day in which to cancel an in home sales contract. I contacted both the sales rep and the Direct Remodels owner, ***********************, by text that I was cancelling the contract. The owner requested written notice of cancellation. On March 3, 2023, I sent written notice of cancellation to Direct Remodels by certified mail. The certified letter was received by Direct Remodels on March 6, 2023. I received an email from *********** ***** that I had an outstanding loan for $19,000 to purchase the windows. I notified the bank that I had cancelled the contract and that I wanted to cancel or close the financing. The bank informed me they would cancel the loan but that it needed to hear from Direct Remodels directly that the contract has been canceled. Up until now, March 13, 2023, Direct Remodels has not notified the bank of the contract cancellation and the $19,000 loan is still outstanding. I am asking Direct Remodels to notify *********** ***** of the window contract cancellation so the loan can be canceled or closed.

  

  Business Response

  Date: 03/15/2023

  Hi *****************, we had tried to send some verification texts through Moment's system to cancel this loan out on your end.  We've already cancelled it in our end, but the rep claims that you had blocked his cell phone from calling, so we were having a tough time coordinating this.  Can you please call us at ************ to coordinate this?

  Customer Answer

  Date: 03/16/2023

   
  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:02/22/2023

  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.

  1/24/23 windows were installed. Next week had inspection and passed. The same day I called to setup appointment to finalize the windows and given an appointment for 2/17/23 to which I called a day before to say they cant do it and the only have one person working. Called back to to be told someone will call me and a week passed no one called me. 2/20/23 called to see about an appointment for 2/27/23 to be told someone will call me when they get a chance. My desire is for the job to be finished and not be unprofessional since payment has been secured. Stop telling clients you have no record of phone calls when I can pull my phone log thru my service provider. Asked for email or address of owners to be told that I cant speak with them and they would deliver a message. This is why no one wants to support family own businesses because of lack of integrity.

  

  Business Response

  Date: 02/23/2023

  Hi, thanks for your patience while we get this scheduled.  I checked with our PIPO scheduling folks and looks like they're trying to find a date that accommodates your specific time frame request.  We typically perform PIPOs during the hours of 9-4pm but I know we're trying to get this scheduled later to work around your schedule for you, so ***** should be calling you here shortly to get that scheduled.  Thanks again, and sorry for any confusion.

• Initial Complaint

  Date:02/21/2023

  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.

  My windows were installed in October 2023. From day one there were problems. I have one window with a chip in it. I have another window that wont lock and another window with a bad seal. A different window is missing a screen and all the drain plugs and s**** plugs are missing. They have sent two different people out here with Eastern window parts when they know they sold me PGT. I keep getting the Run around. The owner of the company refuses to talk to me. I think that 5 months should be enough time to get these parts. I have several emails from the owner stating I wouldnt get service until I signed the contract. He threatened to *** me and put a lien on my house. The work wasnt and isnt completed. I didnt think I should have to sign and pay for something that was not finished, but I did so I would get service. I still have not received service. Phone calls dont get returned.

  

  Business Response

  Date: 02/23/2023

  Hi, we just tried to call from the office line but were unable to get through.  Can you please call us at ************ and ask for ****?  We would like to make sure your PGT service is coordinated properly.  Unfortunately, we typically can't activate the warranty with our manufacturer until the job is closed out, which is probably what the customer service rep you spoke with was referring to, but I do want to make sure we resolve this for you!  

  Customer Answer

  Date: 03/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  To many repairs that need to be completed and I never received a call from anyone. I have several photos of chipped window. Still need a screen. Bedroom window wont lock etc
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/14/2023

  Hi, I have asked our team to reach out again to coordinate this service.  I have not seen any calls come through on our end, but I will circle back myself if we cannot get in touch by tomorrow.  Thank you!

• Initial Complaint

  Date:01/18/2023

  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.

  I had new windows installed from this company beginning on October 27th. It was a 1-2 day job. The crew was apparently over booked cause when it took more than the 2 days to finished, they would come by for only a couple of hours for I believe 4 more days. They said their part was done on 31st. I am missing a screen and 3 others were damaged and they ran out of caulk.They said there would be another guy coming with my repairs and screen replacement and to finish caulking. I have left 9 different messages to no avail. ***** the owner has a message that he is out of town. It's been on the phone since thanksgiving. When I did get a female to answer the office line in Dec. she did not what I was talking about. The last day they were here I signed off so the guys could get paid however it was written on the form what was not completed. I took a picture of it because they did not give me a copy back of anything.Can you help me?********************* ************ ********************** Thank you. to look, but I think I even took a picture of that form when I gave the business it to them because they did not give me a copy back of anything.Can you help me?********************* ************ ********************** Thank you.

  

  Business Response

  Date: 02/07/2023

  Hi, we are so sorry about the communication screwup here.  I see that one of our service technicians has been out in January to complete this for you.  Please let me know if you need anything else, and thanks again for your patience here!   If there is anything remaining, please call ************ and ask for ***.

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 18819389
  
  I am rejecting this response because:
  I left him a message three days in a row for him to call me. It took over a week for him to get back to me.  After I got this to speak to the *** that they wanted me to speak to and since I found out he is one of the owners. He did not call me back for a week and then when he did call me back, we do have it set up for another repair guy to come over.  They cant get here until for another two weeks to come back to finish the caulking and nail punch. It still needs to be done so I wont sign off until they actually show up so right now Im waiting to see if the new guy that *** is sending over to take care of the finishing will actually show up. Once that is complete, then I should be able to sign off. 
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 02/23/2023

  Hi, just to clarify, I did have a nice call with ***************** and we have scheduled her service.  I have a note in my system to follow up on the 27th personally to make sure everything went smoothly!

  Customer Answer

  Date: 02/24/2023

   
  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.
  They are due back here today. Owner will follow up with me on Monday. 
  Thx for all your help. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/03/2023

  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.

  On June 14, 2022, I signed a contract with Direct Remodels, LLC for 8 impact windows. I was quoted a cash price of $12,850.00 which half was to be paid as a deposit on the day of contract signing. Due to hurricane ***, install was delayed a few weeks, understandably. The windows were finally installed on November 12, 2022 (a Saturday) No "in Progress" inspection was done by the city before the windows were completely sealed, which is in violation of code and they continued install until past 9pm, IN THE DARK! I was told that someone from the office would be in contact to schedule the inspection. On December 4, 2022, I sent an email to the office, requesting someone come take a look at the windows and told them I was completely unhappy and not satisfied at all. The supervisor came out on December 9, 2022 and showed up with an attitude. I questioned everything, why the windows looked like they were installed incorrectly, they are sticking out of my house, there is caulking all over the windows and original trim and the little vinyl trim they tried to use, the windows aren't level, they used concrete screws in a wood frame house, they are overtightened and when it rains, I can smell the water in my walls now. The installer didn't even show up with the proper equipment or tools. He used a hand saw to cut ************** and didn't even have a ladder to get to the attic, so he installed the windows from the inside. They broke my old windows to get them out, which they didn't have to do in a wood frame home, got glass all over my house and I have pets. All of these questions and issues and the supervisor had no answers. He said he would have different guys come out to fix the trim. After feeling like I was getting nowhere and talking to several of contractors, I was directed to look my permit up online and check any notes email the ********************* myself. On December 21, 2022, I emailed the City and explained what happened and attached pictures of the windows. An investigative inspection was done on permit 22-8001778 on December 23, 2022, and I was DISAPPROVED. I had another inspection done on December 29, 2022, and that was DISAPPROVED as well because the windows are installed incorrectly, over the current trim, no bucking or flashing was placed, and concrete screws were used. A full refund needs to be given immediately. I now have to hire another company to fix the windows and another to fix water damage.

  

  Business Response

  Date: 01/12/2023

  Hi, we're sorry to hear about this, but we will have a supervisor reach out right now to make sure we correct any issues and final the permit out properly.  Please let us know if you do not hear from a supervisor by the end of the day - ************. 

  Customer Answer

  Date: 01/15/2023

   
  Complaint: 18671681
  
  I am rejecting this response because:

  This company has NO IDEA how to install windows properly and according to code, as proof from their supervisor and aren't even sure if the windows are the correct windows for a wood frame home. I have already told Direct Remodels LLC that I will not authorize them to touch my house again and have directed them to what I will allow as shown in my text to their supervisor. I have also sent this response via email to their office. They've already damaged my home due to their negligence and have not even addressed that issue. I have had water leaking into the walls of my home since this incorrect and illegal install and they don't even want to address that. I will not allow them near my home. They can refund my money so I can hire a reputable company who knows how to install windows legally and to code. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/23/2023

  Just to clarify, we have sent a senior inspector with our company out, who also spoke with the local building inspector.  We had a plan to address any possible window issues and test for any water intrusion, however the customer is no longer allowing us on the property.  We would love the opportunity to complete this job.  I can assure you we successfully install **** jobs a day for customers throughout the state, and our team would love to verify and make sure **************** is happy with our installation.  Please contact us when you are ready to have our team out at ************.

  Customer Answer

  Date: 03/09/2023

  As I stated in both of my responses, after doing such a horrible, unprofessional and unlawful install, I will not allow this company back on my property. They also charged me for trim on all 8 windows and didn't even replace it on 3 of the windows. Regardless of that issue, when the second supervisor came out in February, he flat out stated that he could tell 3 out of the 8 windows were leaking nc he got on his ladder and looked. The only window not leaking is covered by my porch roof. After I had already talked to the city inspector about his findings and the comments in his report, this supervisor told me that these windows couldn't be over-tightened, which is a flat out lie, especially when you use concrete screws on a wood frame house. This comment further solidified why I will not allow this company to touch my home again, as they clearly have no idea what they're doing. They want to put windows, that are now damaged, due to their negligence, back in my home, and you can't per the city inspector and the window manufacturer. With the amount of caulking they used, they would be lucky to get them out without damaging them and then what, you're going to leave me with open frames and no windows? Refund is their only option before I take them to court for BREACH OF CONTRACT

  

  Business Response

  Date: 03/14/2023

  Again, we simply want to have a warranty service crew come out and begin mitigating whatever issues you are having.  We had a plan to inspect that you agreed to with our supervisor and then you have not allowed us back to the property since then.  If new windows are needed in any situation, then we order new windows.  We stand by our lifetime warranty and have attempted to reach you directly several times to address this.  We cannot do anything beyond that unfortunately, so we hope to hear from you directly soon to coordinate this service.

• Initial Complaint

  Date:12/06/2022

  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.

  On Oct.27,2021 we entered a sales agreement with Direct Remodels to gut and replace our entire kitchen and cabinets in the adjoining room. The total cost for this was $32,619.00 . The remodel included all new cabinets, Double sink with faucet and disposal, Granite counter tops, backsplash throughout and install our new appliances. We have no issue with the quality of work but in the quality of the cabinets. The finish of the wood was sprayed on and not a real wood finish that was told to us by the sales person. We painted the kitchen after the job was completed in July 2022 and used painters tape to protect the cabinets. When I took the tape off of the cabinets the finish came off with it.Also, my wife has cleaned the cabinets and we can see in several places where the finish has been taken off resulting in a distorted finish. *****, at Direct remodels will not return our repeated phone calls or text messages to get this issue resolved. It is my belief that we will have to have the cabinets refinished in the near future and it shouldn't have to come out of our pocket. The first picture is what the cabinets looked like during installation. The remaining photos are what they look like now. The last image is a screenshot of ***** trying to get me not to file a complaint with the BBB. I look forward to your findings in this matter.Sincerely ***********************

  

  Business Response

  Date: 12/06/2022

  We are waiting on clarity from our cabinet manufacturer.  As you can see from his own screenshot, the last correspondence via text was not answered by the customer, so I'm not sure the story aligns here.  We will attempt to follow up with the customer to give them the status, but ultimately we cannot be responsible for damage their painters caused after we installed the kitchen, especially when we recommended not placing tape or any harsh cleaners on the cabinets.  We graciously offered $500 for our delay in getting back while we waited on best practices for this scenario from our cabinet supplier, however ultimately we were not responsible for the damage here.  

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18483897
  
  I am rejecting this response because: We were NOT advised on not putting painters tape on the cabinets. We did not use ANY harsh cleaners on the cabinets. If the cabinets were made with real wood and not a sprayed on finish we wouldn't be here now !! I waited to the end or the day "Monday" and never heard anything from the company. We were sold these cabinets believing they were made of real wood or even with a wood veneer and not a sprayed on finish. Who does that ? We went without a operating kitchen for over 2 months just to find out the cabinets are junk made in *****. Your $500.00 offer was looked at as a bribe for not filing with the BBB. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/21/2022

  Hi, we are sorry that you feel that way about your cabinets, however we've never had an issue with this manufacturer before and they have always provided quality materials for us in the past.  We also always make sure to show samples of the product during the sales process.  We also have confirmed with ******* that he advised you about the taping before you had another company paint in there.  We've spoken to the manufacturer and they advised that you can make a warranty claim by contacting ****************************.  The $500 offer is not a bribe, but merely an offer to a frustrated customer that was outside of our control, and it still stands.  Please reach out if you'd like to coordinate that.  As for the communication, I was with ***** when he reached out that day.   However, at this point it doesn't seem there is much we can do beyond directing you to Innovation for a warranty claim, should you feel it is warranted.  Sorry again to hear about your frustrations and I hope they can help you resolve this matter.

  Customer Answer

  Date: 12/22/2022

   
  Complaint: 18483897
  
  I am rejecting this response because: I just got off the phone with ******* and he said Direct Remodels did not contact him regarding the use of painters tape on the cabinets. In fact, he WOULD use the tape on any cabinets he installs. We feel Direct Remodels should take the lead in contacting the manufacturer about this issue and stand behind the product they are selling. The alternative would be a refund of $10,000.00 to have all of the cabinets refinished to our satisfaction.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/10/2022

  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 had Direct Remodels come out for quote on a complete window replacement in May, 2022. We agreed to go with the company for the window project. We were told that the windows would be installed between ***** weeks. When discussing financing with the sales rep, I mentioned that I would like to pay for the windows in full or put down a significant downpayment. The total cost for the window project was $21,500. The sales rep told me that it would be best if we did not pay for the windows in full or put down a large downpayment. I did sign the paperwork however the sales prep did not review the terms of the loan with me nor did he mention that the total cost of the windows would be over $42,000 over the 15 year load at ****% interest. There was no communication well after the 14 week window, I had to contact them. The windows were installed on September 26, 2022. I recently received a statement from ****************** with my loan terms. I discussed the financial issue with them regarding my interaction with the sales rep and they informed me that the loan terms were locked and not able to be modified. They told me I could refinance through a different bank. Overall, I am very upset with Direct Remodels. On top of the financial issues, they also attempted to code my house as a mobile home to avoid a city inspection. I had to continuously call them over a three week span to get a scheduled inspection. This company is a joke and I am looking for a resolution regarding the finance issues, coding issues, etc.

  

  Business Response

  Date: 11/14/2022

  Reaching out to ******************** today as we have no record of inbound calls or notes in our CRM about this matter.  I see that the permit was filed for promptly after the sale, so not 100% where this information on the permit came from, but will clear up with the customer and make sure they are satisfied.  Will report back. 

  Customer Answer

  Date: 11/15/2022

   
  Complaint: 18385276
  
  I am rejecting this response because between my wife and myself we have called at least three times in regards to the inspection.  I have no control over who is responsible for recording the phone call on their side, however I have record of the names and dates of the phone calls.  
  The company did follow-up yesterday and I spoke to them.  ****** did clarify a few miscommunications and informed me that the company would be willing to pay the accrued interest of the loan and if I accepted the offer I would have to remove the review.  He told me this would be emailed.  I have not received any further communication and did not receive an email offer.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/18/2022

  We reached out to the customer and agreed on a phone call to pay for the interest accrued plus $150 additional for the miscommunication on the permit.  The permit final inspection has been scheduled already.  The customer has since decided to refuse our offer ($500 in total).  We are considering this matter completed.  For the record, our reps always prefer to get a down payment or payment in full from the customer.  If the customer wanted to pay the loan off as they claim, they can at anytime without a pre-payment penalty as well, and we have a standing offer to pay their accrued interest.  There should be ********** here.  This will be our last communication on this complaint, as we have already offered to resolve with the customer and they refused.  Thank you.

  Customer Answer

  Date: 11/21/2022

   
  Complaint: 18385276
  
  I am rejecting this response because the Direct *************** is trying to pay me to take down the negative review.  The review is accurate and the stipulation to receive the accrued interest is to remove the post. Stipulation offer is attached.

  The accrued interest was an offer based on miscommunication, on their end.  I offered to put a down payment down and the sales person, ******, told me not to.  He sat at my kitchen table and lied to me and my wife.  If they feel that they did miscommunication with me, the accrued interest should be taken care of regardless of whether the review is removed.

  To make matters worse, the city inspectors came out today, 11/21/22, and also expressed concern with Direct Remodels and the windows failed inspection.  We went through a hurricane and a tropical storm with windows that failed inspection.  Unacceptable! 

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

  

  Business Response

  Date: 12/06/2022

  Hi, to be clear, there was no miscommunication about the financing.  Third party financing terms are clearly communicated not only by our reps, but also in the third party's financing documents that you reviewed and signed.  We unfortunately do not have control over our financing partners, we simply offer this as a value add to customers that would like to break their window project into low monthly payments.

  The miscommunication we referenced was for the permit, which for some reason our system showed your home was a manufactured home that did not require a permit.  This was mitigated already.  As for failed inspection, this is being addressed by our service team (minor issue related to paperwork and s**** pattern) who will reach out shortly.

  We would never force someone to take down a review.  In fact, initially it was your suggestion and you had come up with the amount of interest, etc, so we were simply trying to appease you and make another happy customer.  We were simply trying to document our agreement, which typically is required when we have a scope/price change.

  At this point, it is clear you have changed your mind about the refund, and we are happy to retract our offer.  Please let us know if we can help in the future.

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18385276
  
  I am rejecting this response because the person responding to the complaint was not present when financing was described.  The sales **** ****** was present and denied any possibility of me putting down a down payment and he did not do a very thorough job with explaining financing along with other related services.  The permit was not the main issue when dealing with Direct Remodels, the lack of clarity from the sales rep and now the constant denial and attempts to put the miscommunication back on me is the real frustration.  If the "agreement" is read, it clearly states that in order to receive any financial compensation, I would have to remove any posts that are negative.  It is very clear in the agreement.   It was never my suggestion to come up with an amount to cover the accrued interest, that came from *************  I will be more than happy to attach photos of text messages directly sent from ******.  I am extremely frustrated that Direct Remodels is constantly putting the blame back on the customer.  

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

• Initial Complaint

  Date:08/13/2022

  Type:Billing 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 was signed October 14, 2021 with assurance that work will be completed by end of January 2022. Deposit of $12,900.00 was paid after numerous phone calls February and March we went to their office March 16 we were assured the work would start April 18, 2022. On starting day no one showed up after more calls two workers arrived at 4pm were obviously not part of the work force this was followed by the owners father arriving after 5pm with plans but no permit for the work which was to remove two exterior windows and replace with two French doors. We were then told they would start the next day. We by now had lost all confidence in them l wrote to the owner and canceled the contract seven months after signing. They are refusing to pay me the deposit

  

  Business Response

  Date: 09/15/2022

  Business response taken verbally by BBB:

  We are currently working with the customer to resolve this issue.

  Customer Answer

  Date: 09/16/2022

   
  Complaint: 17895662
  
  I am rejecting this response because: I have had no response from them and no communication at all. 
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 09/16/2022

  We had reached out via email with the details we discussed to ***************** on September 13 at 11:27am. 

  Customer Answer

  Date: 09/19/2022

   
  Complaint: 17895662
  
  I am rejecting this response because:
  I did not receive their response as they used the wrong email my email is ******************* it was changed in February 
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 09/20/2022

  Ok the email was forwarded to ******************* today

  

  Business Response

  Date: 10/05/2022

  We have resolved this issue directly with the customer.

  Customer Answer

  Date: 10/07/2022

   
  Complaint: 17895662
  
  I am rejecting this response because: 

  they have not paid the refund we are waiting to submit the signed release and settlement once we get the payment 
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 10/11/2022

  I believe this was sent prematurely as we have coordinated a pickup of the check with *********************** already. This issue is resolved.   

  Customer Answer

  Date: 10/13/2022

   
  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.
  Thank you for your support 
  Sincerely,
  
  ***********************************