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:01/23/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 May 2023 we had 2 windows broken at our home during a hail storm. I called Veteran Home Exteriors and asked them to come out and give us an estimate for replacing all of the windows. Jamey ******** promptly came out and measured everything and gave me an estimate of $7750. I considered that an acceptable price and paid a deposit of $3750 and signed a service contract. He stated there would be a 6 to 8 week wait time for installation and that I could call or text for an update at anytime. I called him the last week of September and let him know I would be out of town for the first 2 weeks of October. He said that was no problem because were already booked up for that time anyway. Since then, I’ve called and texted numerous times with no response. He did answer one time and assured me he’d call back and get us on the schedule he never called back. Another time I called and he sent a text stating he was flying back from caring for an ailing parent and said he’d call me that evening. Again, no call back. He doesn’t return my calls or texts. It’s been 6 months and I’m not sure what else to do. I would prefer that they come out and do the work we agreed on. If not, I would like to get a refund so I can find someone else. The numbers I have for him are ************* and (************

• Initial Complaint

  Date:02/02/2023

  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.

  October 3, 2022 I paid Veteran windows a deposit for $1200.00 for 3 windows.
  It’s been 16 weeks and I’ve never heard back from them and they changed their phone number and don’t return my calls.

  Business Response

  Date: 02/03/2023

  I talked to Mrs ***** yesterday. She called while I was on another call and left a voicemail. I returned her call immediately after listening to her voicemail. She had stated that she left a voicemail about a month ago and I explained to her that we did have some issues with an automated program we are using but told her all the problems were solved and I apologized for not receiving the  voicemail. I gave her an update on the window order and she seemed please with the conversation. She mention the phone number and I explained our number had not changed but we forward the phones to our cell phones when not in the office. That would explain the confusion in the number that she reached when she called yesterday. I called her back from my cell phone and told her to call it anytime. Our office number is still the same.

• Initial Complaint

  Date:09/20/2022

  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 all new windows and two doors installed by Veteran Home Exterior on 3/17/21 - there have been 3 warranty issues with the two doors and one of the windows since. VHE was quick to respond during the initial installation but will not answer texts or phone calls regarding the warranty repairs despite acknowledging the issues. Full details below along with communications:
  
  3/19/21 - side door with blinds inside door
  * Issue: blinds functioned for two days and broke before VHE had completed the install of the remaining windows/doors
  * Amount paid for unit: $2,335
  * Businesses committed: process warranty claim to replace blinds within door
  * Nature of dispute: replacement necessary
  * Business attempt at resolution: VHE offered to file warranty claim immediately both at the point of install, during the final walk through, and when picking up final payment on 6/20/21 - VHE unresponsive since and issue remains unresolved
  * Order number: XXXXXXX
  
  4/19/21 - glass etched/melted on front kitchen window
  * Issue: glass on window became etched
  * Amount paid for unit: $660
  * Businesses committed: process warranty claim to replace glass in window
  * Nature of dispute: glass replacement necessary
  * Business attempt at resolution: information for warranty claim on window provided to Jamey on 5/12/21 with confirmation of receipt. VHE reminded of issue on 6/20/21 when picking up final payment - VHE unresponsive since and issue remains unresolved
  * Order number: XXXXXXX
  
  6/7/21 - lock on back sliding door doesn't function properly
  * Issue: lock never functioned properly even at the point of install
  * Amount paid for unit: $3,800
  * Businesses committed: find resolution for lock to turn smoothly
  * Nature of dispute: fix or replacement of lock if necessary
  * Business attempt at resolution: VHE picked up final payment on 6/20/21 and fidgeted with the lock but never followed up with a resolution - VHE unresponsive since & issue remains unresolved
  * Order number: XXXXXXX

  Business Response

  Date: 10/04/2022

  Business Response /* (1000, 6, 2022/09/21) */
  I called and talked to Mr ******** today. I apologized as I had not received any messages from him. During the entire process we were always prompt in communicating with the ********** I explained to him that the etched glass in the kitchen did not fall under warranty because it was caused by a third party working on his property. I had left him a message about that after I visited the house and sent photos to the manufacturer. The other door warranty part is still on back order and does have an expected delivery of about 3 weeks according to the conversation today with the manufacturer. We are going out tonight to look at the back door issues to see if the can be resolved today without having to order any parts. Mr ******** agreed with me in conversation that we did not avoid communication in the past and I apologized for missed communication and he understood. We will continue to service the property as promptly as we can as soon as parts and pieces come in. Please notice the dates above are off by a year. The project was installed in March 0f 2022 not 2021.