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:02/08/2024

  Type:Customer Service 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.

  $30,000. Window/door project. Signed contract 2/11/23. Used their ***** *** ********* option that offered 24 months, same as cash. They drew the entire $30k in March, long before the project started. Product delivered and installation commenced 5/1/23. One week project. Different installer showed up to do the work than the one who measured for the job. Said the door was the wrong size but he could “make it work”. They did the install with only two workers, after damaging my vinyl siding during removal of original windows and door. The trim around the windows inside and outside was unacceptable. They left their trailer in my driveway for two weeks. A second crew came out later in the summer to correct the job. They used long screws that protruded through the windows and prevented windows from opening or closing. The windows were not nailed into studs, and stuck out farther than the original windows did. After texting pictures to the project manager and **** *******, operations manager, I got no satisfaction until I had an industry expert look at the job and they recommended I call an attorney. Walters asked for another chance to make it right, and I agreed to have yet a third company come straighten out the issues. They determined the windows were damaged and incorrectly installed. They ordered new windows and replaced them in November. They finished the project and after the operations manager came to see the project, he did not agree with me that they needed to repair or replace the siding that they used that does not match the original siding. He said he had already lost money on the project. I said his subcontractors should have insurance to cover what they damaged. The house has two different shades/colors of siding. I was going to put the house on the market Summer of 2023 but the project wasn’t finished until November. They took over 6 months of my time and I have suffered emotional distress since the week they showed up to do the job.

  

  Business Response

  Date: 02/13/2024

  We are going to decline *** ********* additional request of extending her 24-month financing and paying for her siding.  *** ******* has been credited $1,000 to her account for this job and we put in all new windows.  

  She was informed on the different payment options several times.  She was given the option of paying half down and the rest due upon substanial completion or to use the 24-month financing program. 

  Due to the installation and with her siding being approximately 20 years old, we had to replace some siding. Since they do not carry an exact match, we gave her several swatches and she chose a color and said that we be fine.

  We do not disagree that her job took longer than expected, we apologized, we stuck with it, we had a project manager out to her home several times to paint and fix issues.  We paid for all new windows and re-installed them at our cost.  As said earlier, we even gave her a significant credit of $1000.

  We consider this matter closed.

  Thank you!