ComplaintsforOpal Enterprises, Inc.

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ********* ************ Services Contract Complaint Against Opal Enterprises in *********** and **********, ** On May 3, 2022 we contracted with Opal Enterprises in ***********, ** for 11 ***** Ultra-Series Windows with ********* Fiberglass Mesh Screens and paid a deposit of $10,000 on an order of $33,967.13. After almost a year, our windows were finally installed on April 7, 2023, and we paid the remaining balance on the total of $33,967.13. The windows, provided by ***** and installed by a special team from Opal Enterprises, looked very nice. However, the casings provided by Opal were not professionally finished to the same quality standard as the windows. We requested an immediate appointment with an Opal Enterprises representative to inspect the casings. The contract we signed with Opal Enterprises states that, Opal provides professional staining services for the windows and doors we install. We do not feel the casings installed on our windows look professionally finished, and we have consulted other home remodeling professionals who agree. The consensus is that they will have to be replaced. Initially, Opal Enterprises verbally offered to replace the casings in one of the bedrooms and then charge us $500 each for the other three rooms. This offer was then withdrawn, and we were told they were sending us a check for $400, and we would have to find another company to replace the casings at our expense. We asked to escalate our requests for a satisfactory resolution to our unsightly casings by communicating with one of the company owners. ***************************, company owner, responded to us that they had fulfilled their obligation to their satisfaction, even if it was unprofessional and not satisfactory to us, and questioned why we had been offered any compensation at all for a job we were unhappy with. We invited ****************** to come look at the casings firsthand and then judge whether the workmanship was worthy of Opal Enterprises reputation for customer satisfaction and excellent quality. He did not come or respond to our invitation. We have not heard anything from him since May. The only representative from Opal Enterprises, who has even come out to personally inspect the casings and discuss our dissatisfaction with the workmanship and finishing of them, is the same Project Manager who was in charge of their installation. We sent pictures to Opal Enterprises showing the splotchy, uneven finish on the casings in a very unattractive color quite different from the window color, so that other people at the company would understand why we were unhappy with the outcome of the project. However, this did not seem to matter. A damaged mullion and frame, which were acknowledged as valid repair issues by Opal Enterprises upon installation, have still not been fixed. An Opal Enterprises repairman came in July to fix these damages, but brought the wrong pieces with him. We have not heard anything since then, and the repair remains unfinished. We are concerned that we may be victims of senior citizen discrimination in our dealings with Opal Enterprises.

  

  Business response

  09/25/2023

  Opal Enterprises thanks you for the opportunity to respond.  Opal did fulfill our obligations to our contract, and continue to do so in a fair and respectable manner.  When the customer originally signed for their windows, they were explicitly told of the long lead times for the specific ***** Ultra brand of windows that they wanted for their homes. Once the windows arrived, Opal repeatedly offered installation dates to the customer.  The customer denied installation dates in November of 2022 since they were out of town. The customer then informed us that they would be out of town from November of 2022 until March of 2023 and that we could not install the windows.  The installation date was finally accepted for ***** of 2023.

  The casing that Opal provided was in accordance with our contract.  We use pine, colonial trim and we use a specific staining method that we found to work well over the 20 years of our business. The customer signed and acknowledged ****'s staining practices that are listed in our contract. Opal includes 1 coat of stain, and 2 coats of poly polyurethane.  Pine wood has a natural variance, and Opal is not responsible for the degree of variance in each piece of pine casing that we purchase. That is also stated in our stain clause in our contract (attached).

  ****'s office manager ***** spoke with *********************** multiple occasions about her preferences. Afterwards, **** decided that offering them a credit was the best solution. After ****'s management team discussed thoroughly, we decided that what *********************** envisioned with their casing is not what our contract states. We wanted them to be happy in the end with their casing trim, which we did not see that happening by **** doing any more staining work according to the contract.  Due to that, **** offered a $400 credit out of good faith, to either seek a painting/staining company or do what they wish. Opal felt that was a fair offer.

  There is one remaining issue that is not completed. Opal's project manager, ***, went out to the customers home on July 14, 2023. His intention was to install a piece of mullion that was missing from the original ***** window order (that Opal re-ordered for the customer). Upon ***'s arrival, he found that the new piece did not fit.  *** let the customer know that we had to re-order the new piece, and will install it once it arrives.  We are still awaiting a delivery date on the ***** piece, and once it arrives we plan to fulfill that obligation to install the piece, as long as the customer allows it.  We feel this is an unwarranted BBB complaint, as Opal has tried to peacefully resolve any unhappiness every step of the way.  We are here to finish the missing piece, however the staining issue was already deemed solved between the customer and Opal back on May 4th, 2023.

  Warm Regards,

  Customer response

  10/04/2023

   
  Complaint: 20620028
  
  I am rejecting this response because:   Complaint: 20620028
  REJECT BUSINESS RESPONSE– NO ACTION WAS FORTHCOMING FROM OPAL INDUSTRIES
  
  Our complaint has not been resolved. The owner of Opal Enterprises continues to refuse to talk with us or come to see the unattractive,poor *************** that were finished and installed by his company. His response, as shown here in his reply to the Better Business Bureau, continues to be that customer dissatisfaction is unimportant, in spite of what they assert in their company literature. He has not contacted us directly at all.
  
  The window casings are rough to the touch, due to the lack of proper sanding, and have a splotchy,unprofessional appearance that detracts from the nicely finished windows. Several building professionals have examined the casings and all agreed that they need to be replaced with ones that match the quality of the windows. Opal Enterprises refuses to make any changes and suggested that we could find another company and replace the casings at our expense.
  
  We are unable to even consider finding and paying another company to replace these unsightly casings,because this would void Opal’s LIFETIME WORKMANSHIP WARRANTY on our windows, which is especially important at this time.
  ADDITIONAL COMPLAINT:
  We now have an additional, even more serious problem with our Opal windows leaking around the installation in one of the bedrooms. On Saturday, September 30th, we discovered a large stain on the wallpaper from under the casing down to the baseboard with black mold on the drywall under the wallpaper. We do not know how far across the wall under the windows the black mold extends or whether it goes below the baseboard. Pictures of stains on the wallpaper and the black mold on the drywall and wallpaper are attached.
  
  Given the serious health risks of having black mold inside our home, on Sunday we sent an email message to Opal Enterprises asking them for urgent assistance to get the black mold removed and the leaking windows repaired. We received a response around noon today (Monday) from the office manager saying that the project manager would get in touch with us. When we did not hear from him by late afternoon, we again sent a message asking for urgent action on getting rid of the black mold and repairing the leaking windows before we have more storms.
  
  The response was that our concerns had been forwarded to the team.
  
  After further reading about how unhealthy black mold is and how it can quickly spread throughout the house with disastrous results if not immediately removed, we have asked Opal Enterprises to schedule a professional mold remediation service to come as soon as possible. This should be covered under Opal’s Lifetime Workmanship Warranty and receive urgent priority scheduling.
  
  By the end of the day on Monday, no one had called us, as requested, to set up an immediate appointment to deal with the black mold and leaking windows.
  
  Sincerely,
  
  **** And ***************************
  
  

  

  Business response

  10/05/2023

  Opal Enterprises was emailed by *********************** late Sunday night on Oct 1st. Opal promptly replied Monday morning Oct 2nd that we will review her photos and send a production member out to check on their claim.  *********************** then emailed again on Oct 2nd at 5pm that she has black mold and is blaming Opal's window installation.  *** replied promptly on Oct 3rd at 8am asking when we could come to the home to check on her leak "claim".  Opal Enterprises had ***** and ***, two production managers go to the *********** home at 2:30pm on OCT 3rd.   Upon inspection, there is ********** of black mold. Opal pulled back window trim and checked for window leaks, NO leaks are found. Our ***** and flashing tape are completely dry.  Opal installed the windows perfectly to manufacturer guidelines and there is no leak from result of our installations. It is a pre-existing issue that the customer already had long before Opal's window install, with either humidity levels in the home or other issues.  This complaint is resolved, and nothing was found at fault.  Files attached prove there is no mold or issue from Opal.

   

  Opal has proven time and time again that we stand by our word.  We are being maliciously attacked by this customer and we urge the ******************** to close this complaint for good.  Our owners will not be forced to visit customers' homes, when claims are already being proven wrong.  The casing issue was closed and resolved months ago. Although Opal followed our staining practices 100% to the contract, the customer was not happy.  Due to Opal being nice, we gave a $400 credit as a token of good faith and good will.   Please note, the Lifetime Labor Warranty would NOT be voided if the customer had another firm redo their casing if they choose to do that.  We have already told the customer that multiple times. We also have been to the homes multiple times.  The only Open Issue on this customer's home is 1 piece of mullion, from ***** windows. Once that is received, Opal is happy to install it as we promised, even though it is a manufacturer's issue and not an Opal labor warranty issue. Again, proving we go above and beyond.   

   

  PLEASE NOTE: If the customer continues to make false accusations and claims against Opal Enterprises, demeaning and mistreating our staff and blaming us for issues that we did not commit, we have been advised by our Legal Team to stop responding.  Opal will only go back on the homeowner's property to fix the mullion strip and nothing else, in order to protect ourselves from continuous slander and allegations.

  Regards,

  Customer response

  10/09/2023

  Complaint: 20620028
  
  I am rejecting this response because: 

  As Opal Enterprises stated, we contacted them urgently on Sunday and Monday (Oct. 1 and 2), after discovering mold on the wallpaper and drywall underneath the windows that had been installed almost 6 months previously.  We were understandably very concerned about having mold in a bedroom that might spread through the house.

   

  As indicated, two production managers from Opal Enterprises came out on Tuesday afternoon to examine the problem.  We were relieved that they responded quickly and took the matter seriously.  We called the BBB after they left on Tuesday to amend our complaint about not having received an inspection visit from them.  However, they said they said there was no mold, just dirty drywall.

   

  In order to know exactly what was causing the stains and discoloration on our wallpaper and drywall, we scheduled a Certified Mold Specialist and Water Damage Restoration expert from ProTech to come out on Wednesday, the following day.  He confirmed the mold on the drywall and behind the wallpaper.  A specimen of the mold was taken to a lab and cultured to determine the type.

   

  Today (Thursday), we received the attached lab report showing conclusively that there is mold on our wall and wallpaper due to water entering under the recently-installed windows.  The stains on the wallpaper and drywall, evident in the attached pictures taken by the Mold Specialist, show that the damage is recent, and no other sections of drywall beyond the area directly below the windows has been affected.

   

  The Mold Specialist stated that no moisture is visible at the moment, since the wall surrounding the windows has dried out until the next heavy rainstorm hits them. 

   

  To remediate the mold problem, the specialist has described the necessity of removing all of the mold and the steps for doing this safely.  It is essential to remove the affected drywall and area around it, apply natural antimicrobial to all materials to deactivate the mold spores and paint the studs with a mold resistant primer.  We plan to follow these recommendations.

   

  To solve the leaking issue and prevent mold from forming again, the following is a direct quote from ProTechs Mold Inspection Report:

   

  A walk through was done on 10/4/23 by Production Manager ***********************. Upon initial inspection, it was obvious to the untrained eye there was some water damage from the window opening. The customer stated this is a fairly new window and they had never had water intrude in from the window opening in the past. This makes it clear that there was something that was not properly addressed during the window installation. Upon further inspection, I found a gap between the window trim outside and the flashing for the roof below it. This gap allows moisture to get behind the flashing if it is not properly taped and caulked. To mitigate further damage without resetting the window, it is recommended to have that gap filled with spray foam or a backing rod and some caulk. Both should suffice as a temporary solution. There was also some concern with Mold growth on the drywall where the water damage is evident. Visually, I was able to identify that there was indeed mold growing in the affected area. A surface microbial growth sample was taken right behind the wallpaper. The sample came positive for Aspergillus/Penicillium. This species of growth is very commonly found indoors after water damage has occurred. Two substrates that it thrives on are Wallpaper and Wallpaper Glue. These are two substrates that currently have mold growth. This comes with the recommendation to Remediate.

  We have attached the Expanded Fungal Report from EMSL giving the details on the mold formation in the bedroom and the full Mold Inspection Report from the ******************* Mold Specialist, which gives the steps necessary to safely remove the mold.

   

  To set the record straight regarding untrue statements in Opals previous BBB response, here are the reasons for this complaint to the BBB almost 6 months after the installation of poor quality window casings on our high quality windows:

   

  1. We had sent pictures showing why we were unhappy with the quality of the casings and asking that they be changed.  What we were unable to show in the pictures is that the wood is also rough and was not properly sanded.  In the past few months, we have had numerous professionals in our house who work in the building/decorating/window and wallpapering fields looking at our window installations.  Every single one of them said the casings did not look good with the high-end windows and should be replaced.

   

  2. Until yesterday when two production managers from Opal came to our house to look at the mold, only one person from the company had come out twice since the windows were installed.  We had asked that at least one other person from Opal come out to give his evaluation, but it never happened.  We issued a direct email invitation to the owner of the company to come on a specific date and time or set another date, and he never responded.

   

  3. The issue of the mismatched window casings was never resolved to our satisfaction, so we finally reached out to the BBB for help.

   

        4. And, now we have another issue with confirmed mold removal required.

   

   

  We also deeply resent the personal attacks on us alleging that we have demeaned or mistreated the staff at Opal Enterprises in any way and would gladly attach copies of all correspondence between both parties, if it was not so extensive.  We have included pictures and documentation for everything we have stated.  No false allegations have been made on our part, and we repudiate the attempt to intimidate senior citizens, who are dissatisfied and speak out about poor quality workmanship.  We would be happy to have your Legal Team come out and see why we are trying to get better looking window casings.

   

  
  Sincerely,
  
  **** And ***********************; 

  

  Business response

  10/10/2023

  ***********************,
  
  Thank you for your email on 10/7/23 that included reports from ProTech about your mold claim.  Opal checked this claim on 10/3 previously and below is our continued feedback and response.
  
  Opal installed the windows to code, and there is no issue with our installation. It was inspected by ******** trained installers, the last time being on 10/03/23 after the initial mold claim. At that meeting, **** showed the customer and proved that we properly installed flashing tape on top of the wood sill, trimmed the windows and caulked as directed. Attached photos showing the foam as specified, caulking, and casing removed to check for a leak. Additionally, we verified that nothing got behind our window by uninstalling the casing and showing the customer that no stains were found on our window frames and it was dry under our window.  If mold or a leak was caused by a faulty installation, we would find stains and streaks on said areas, which we did not.
  
  Your issue might be coming from your roofing flashing area, or a general humidity level issue in the home, not the window installation itself. The report you sent us mentioned the roof flashing specifically being a possible culprit, which had nothing to do with Opal's window installation. I also want to mention that the *************** is NOT trained window, siding, or roofing specialists and thus cannot speak to the direct cause of the issue.  It could also be from a lack of wall insulation, which is causing extreme temperature variances above your metal roof, and condensation issues form. The mold they found is common mold, found in many homes.
  
  Note, on our appointment on 10/3/2023 *********************** advised us that she had ALREADY been having issues with the wallpaper. She told us it had to be reinstalled a few times, because it was not sticking properly. She tried to blame the wallpaper crew, but they said it was not their fault. Thus, this proves that the Mold and wallpaper issue as a whole was happening before Opal Enterprises' installation of our windows. This is a separate, and pre-existing condition and has nothing to do with the window installation itself.

  Anyone can view Opal Enterprises reviews online and see the level of care and satisfaction we take in our work. These complaints clearly are rare "one offs" and unjust.  If this was an Opal issue, we would be remediating it. If we found a leak when we were there or any signs of improper installations we WOULD be fixing it. It's just simply not the case here, which was the cause for us saying we are being incorrectly slandered.
  
  
  Regards,

  Customer response

  10/13/2023

  Complaint: 20620028
  
  I am rejecting this response because: This complaint is based on two issues. Our original dissatisfaction was due to the poor professional quality of the window casings that were prepared by Opal Enterprises and installed on our ***** windows in April.
  
  Nothing has changed. The casings were not sanded properly and are rough to the touch. The staining was not done well and is a splotchy color that does not look good with the windows and cheapens their appearance.
  
  All of the windows in our house were made and installed by Pella Windows with the exception of the new ***** windows that were installed in 3 bedrooms and a bathroom by Opal Enterprises. The Pella quality is excellent, and all the rooms with Pella windows look very nice.
  
  But, there is something very important that Pella has mastered which Opal Enterprises lacks &*****; good customer service. If you have any problems with a Pella installation, they will come out immediately and fix it. Opal Enterprises does not understand this concept. Their attitude has been, we did the work to OUR SATISFACTION and if you do not like it, then we will not make any efforts to satisfy you.
  
  Making a complaint about poor workmanship is not slander, it is simply a fact that most companies are quick to remedy. Opal Enterprises has shown that the do not understand that concept and refuse to believe that numerous people in the building and home decorating field have told us our casings are not professionally finished and need to be replaced.
  
  The second part of our complaint was added to our original issue, when we discovered a large stain extending from the base of the casings under the new windows that extended down to the baseboard on September 30th.
  
  On the area beside the stain, we discovered mold on the drywall and back of the wallpaper.
  
  Two Project Managers from Opal Enterprises came out on October3rd, took off the casing, and declared that there was no leak because they did not see any water. They insisted that the mold was merely dirty drywall and not their problem.
  
  The Mold Specialist from ProTech, who came out the following day on October 4th, confirmed the mold and said that the water from the leak had dried up since it entered, but would recur during a heavy rain.
  
  The Mold Specialist took a sample to be cultured to determine which strain of mold was growing. The next day he sent us a formal report of his inspection and a very detailed report from ***************** his findings on the mold. We sent the reports to Opal Enterprises, along with pictures the Mold Specialist had taken to support his findings.
  
  He also offered recommendations for Opal Enterprises on how further leakage might be prevented by applying foam or, if necessary, reinstalling the windows.
  
  Sincerely,
  
  **** And ***********************;  

  

  Business response

  10/16/2023

  If Opal did not understand customer satisfaction, we would never have came back out to the home to check our work.  We have NO further comments on the staining regards, the casing and trim was installed per contract. There is nothing more we can say that has not been repeated in the past multiple times. 

  I have contacted the ***** representative from our area. He has agreed to come with Opal to the home, and give his input on their installation best practices. This is the best we can do, is go ********************** and ask them if they think the windows were installed properly.  The entire point of your mold claim is insisting that Opal installed windows wrong, which we are refuting. If ***** said they are installed to their standards, that is the final say.  We will be in contact to set this appointment, to install the missing mullion we re-ordered for the customer for free of charge, and allow ***** to view their product and installation.

   

  Customer response

  10/22/2023

   
  Complaint: 20620028
  
  I am rejecting this response because, although we would welcome having an independent, unbiased inspection of our window installation, where we now have leakage and mold, as Opal Enterprises is the installer for ***** Windows and their businesses are ***dependent, it is unlikely that the ***** Windows representative would determine that Opal Enterprises was deficient in their window installation.
  
  Since removing the mold from the bedroom is the most important consideration right now, we will have a certified mold company take out the affected drywall, insulation, and any other collateral damage and try to determine the source of the mold when everything can be inspected.  We will then review these findings to decide how to proceed.
  
  The unprofessional finishing on the window casings continues to be in dispute.  This was not addressed on October 3rd, when the two Product Managers from Opal Enterprises came to our house to look at the leakage and the mold under the window installation.
  
  Sincerely,
  
  **** And ***************************

• Initial Complaint

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After Opal Windows replace a large picture window, I began getting a lot of water into my living room from the window. I have never gotten the amount of water in my house, like I do now. ************ did not caulk several large sliding windows that were also replaced in my house, so this did not complete the work that was promised. The Opal window employees left numerous shards of glass in my front lawn around my bushes. Opal was called after the first rain and my window was leaking heavily. Two employees arrived , but only began to argue with my wife and left without resolving the problem. I was later emailed by the manager/agent that sold me the windows. He stated in the email, that they completed the work and have already been paid and were not going to remedy this. Opal needs to hold up to the contract and complete the work they promised.

  

  Business response

  05/06/2022

  Opal does want to make it clear that we want to find a solution, and help the customers find the source of the leak problem. We are willing to spend our time, energy, and money to do so.  Please let us know which of the following options you want to choose.  The order 1-4 is in the same order Opal would suggest.
  
  
  
  Attached are another 2 photos. The photos are showing the aluminum fascia boards that were pulled off the customers home. These boards show a pre-existing leak due to the stain marks on them. Water has been draining from the brick gap, behind the fascia boards, and into the home.  That is why there was already a leak. The homeowner acknowledged this on April 28th. This is when *********** members and project manager first showed the homeowners about the pre-existing leak issue.  There is a gap above the brick lintel that is allowing water in. This is the only reason Opal did not accept fault for the leak, because our project managers investigated immediately and came to that conclusion.
  
  
  SOLUTIONS OFFERED:
  1. Opal will remove the aluminum clad that we installed in order to perform a water test. Opal will put a hose on the new window area only to see if water comes in.  Opal will then pour the hose into where the brick gap is that Opal determined where the water has come in.  If water comes in from the brick area, Opal is not liable, the customer will acknowledge Opal is not at fault, and the homeowner needs to hire a ***** to tuckpoint. Opal can re-install the aluminum afterwards at NO cost. Homeowner also agrees to take down all negative reviews and unwarranted complaints.
  
  
  2. Opal can attempt to grind a small channel into the brick and insert an aluminum drip edge piece, and then re-clad the fascia area. To be clear, this is NOT normal window practice or installation, and was not nor should not have been a part of Opal's installation. This is only being offered since the brick has a pre-existing gap that needs ***** work. The purpose of this would be to try and divert wind-driven rainwater out of the brick gap area.  Water would then in theory drain over the windows. Opal would then perform a water test.  If water still comes in afterwards, the homeowner agrees and acknowledges that it is indeed a brick tuck point issue, and not an Opal window issue.  NO cost to the customer. Homeowner also agrees to take down all negative reviews and unwarranted complaints.
  
  
  3. Opal can call a tuckpoint *****, and an Opal Project Manager can meet the professional ***** on site to get their opinion on the leak source.
  
  
  4. Opal can remove our aluminum clad fascia board and the customer can paint the board or find their own solution. Opal encourages the homeowner to call a professional *****.  A possible reason that more water came in the last storm was due to heavy rains, and due to the gap allowing water in.  The old aluminum was in bad shape and not solid, and water was able to leak some on the exterior of the home. Opal's professional cladding was done properly, and does not allow water to escape on the outside since it is not supposed to.
  
  
  Please let us know asap which option you would like. The office would then set a meeting with all necessary parties and both homeowners. To reiterate, this is not due to Opal's faulty installation, however we want to prove this to the homeowners and all parties. Since the homeowners were not agreeable to Opal's project managers, we were unable to do a full walk around of the home to check all windows and finish our project with the final walk-through and punchlist. Opal also requests to do this final walkthrough of all windows at the time of the next meeting. Thank you. We truly hope to cordially find a solution together.
  
  

*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. ↩