ComplaintsforRoyal Thermal View, Inc.

• Initial Complaint

  10/03/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Royal Thermal has not performed quoted services that are under a signed contract for $4200. The scope of the job includes replacing 2 patio sliders with associated reframing woodwork. Unfortunately, the vinyl frame sections were originally built unevenly and most of the slider doors were damaged or defective. And now, even though 75% of installed product (3 of 4 panels) has dented vinyl, gouged molding, and scraped glass, the company demanded us to pay them in full (which we have) for work that was contracted but is still not completed. 8 months after the original installation in January 2022 (with rebuild of the mis-constructed frame in June 2022), we are told to contact the Manufacturer to seek a Warranty Claim. Royal Thermal also creates and adds-on exorbitant fees that are undocumented and unjustifiable. 8 months after original installation, a brand new invoice has been generated and sent to us. Royal Thermal is demanding to be paid an extra $890 for frame/sill woodwork that was quickly completed by one person with less than 2.2 hours of labor and $96 in material. Our estimate of that specific work is $316, which has been paid in addition to the contracted $4200. We are now told that we have lack of comprehension with a condescending attitude and that a lien will be placed on our home if we do not provide full payment of this newly invented invoice.In summary, 75% of our doors are still damaged or defective, we are newly being invoiced for more than our signed contract, and now we are receiving legal threats from Royal Thermal.

  

  Business response

  10/04/2022

  This has been an ongoing issue where this customer agreed to stock patio doors. He then didn't want the stock patio doors had excessive EXCESSIVE amount of rot on his entire home let alone where patio doors were installed. Over $600 of materials to build up and reframe where it was heavily rotted including the hours of labor were an add on I. Which he refuses to pay. As for the issues with gauges and scratches, he has not responded to any of the emails to the manufacturer and I will include. I have spoken at great length with ****** so I can collect remainder of payment for services rendered by Royal thermal view and materials purchased by Royal thermal view. 

  

  Business response

  10/07/2022

  I received In the mail yesterday two checks that were added to ************************** complaint. Attached are the photos with the post marked cancellation date of 9/29 received yesterday at post office. I made ********************* aware that I will be depositing the checks and waive the remainder owed on his account bringing his balance to ZERO and concluding all business between Royal Thermal and **********************;  if in fact the checks are cleared at the bank today. Thank you so much for your assistance in this matter.

  Customer response

  10/07/2022

   
  Complaint: 18156819
  
  Customer rejects company response. 

  Customer has overpaid $344 to **********************, and Customer should be provided an equal $344 refund. Detailed information is attached within multiple files for BBB reference. Overall summary follows. Contract is for $4,200. Customer paid ********************** $4,516, which includes full payment of the Contract, plus an additional $316 for actual Sill work ($93 materials, $220 labor for 2.2 hours, $3 additional). All other Royal material $s were either not used for this customer ($361) or were already covered ($317) under the existing Contract. However, the Customer needs to incur an additional $344 expense to pay a new Contractor to fix problems that Royal caused. This includes $237 for Wall Sheetrock Repair ($37 Material: $31 Paint, $6 Compound; $200 Labor: 2hr * $100) due to unexpectedly installing smaller-sized doors and leaving 2-inch gaps in the wall, and $107 for a Window Glass Pane replacement due to breaking this item during Sill repair. Note, Customer also has no guarantee that the 3 installed damaged/defective panels will ever be satisfactorily resolved by ****** (product manufacturer).
  

  

  Business response

  10/12/2022

  At this time, we have gone above and beyond to satisfy customer expectations. We have switched out 5 panels, one patio door and frame entirely after meeting two ****** representatives on site. We dissolved the additional material and labor costs for extensive Rot and frame and accepted the payments the CUSTOMER felt was owed to us. (See email previously attached dated 9/23 and sent to BBB) we have provided full transcript of communication between both parties, provided receipts, provided communication between customer and ****** industries. At this time it seems the customer is now contradicting his own original dispute. We accepted the terms and yet he is not satisfied. We have accepted the payment without further fees, his account balance is zero as per his first complaint request, we have concluded our business with ********************* as our above and beyond attempts to rectify the situation have been fruitless. 

  Customer response

  10/14/2022

   
  Complaint: 18156819
  
  Customer requests $344 payment from ********************** now, otherwise, this complaint is ready to be Openly Filed for Public Record. All responses from Royal are rejected by Customer. No additional correspondence is required, nor expected, nor desired. Royal had a one-time opportunity to accept an initial offer from customer back on *******. If ********************** had accepted that time-limited offer 3 weeks ago, Customer was willing to forego charging ********************** for the Damage that company did to the Customers Walls and Window Pane. Instead, Royal chose to reject that offer, as documented in Attachment O. Royals formal rejection then caused the Customer to be required to invest an additional $2400 of his own Labor (3 days x 8 hours/day x $100/hour) to file a formal Complaint with BBB, collect/review/submit photos, write-up detailed communications, research material prices, create Excel spread-sheet estimates, analyze multi-customer receipts, etc. Customer has carefully provided SPECIFIC DETAILS to the BBB in order to provide exact supporting evidence that refutes all Royal proclamations. Royal has not paid Customer for damage to their house. ********************** has falsely tried to charge the Customer for Material that was not used at Customers home. Royal has falsely tried to charge Customer for Labor that was already part of the original Contract. This Customer Complaint is Final.

*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. ↩