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:04/12/2024

  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.

  After the first few call I have told this business I do not have the time or current interest in conducting business with them, yet they have been persistent in spam calling me every couple days to multiple days in a row for the past couple months.

  

  Business Response

  Date: 05/09/2024

  Our notes do not reflect it had been requested to be placed on our do-not-call list, however, we have now added this contact to our do-not-call list. We always add anyone immediately to our do-not-call list upon request.

• Initial Complaint

  Date:03/01/2024

  Type:Sales and Advertising 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.

  Harley Exteriors installed a product that was not the one I had originally agreed to. When I requested a price adjustment, they initially offered a discount but would not explain what that discount was based on. I have since request repeatedly that they issue an invoice that would clearly state the cost of the alternate product and installation and they have refused to do so. I believe that as a consumer I have a right to know what the cost of a service is based on, and the company regards this as an unreasonable request, despite the fact that they initially lied (yes, I realize that is a very pejorative statement, but I can explain more fully) about the price differential.

  Customer Answer

  Date: 03/04/2024

  Here is some additional documentation related to my complaint. I would be happy to provide written context if BBB would find it useful at this point.

  Thanks!

  *******************

  ************

  

  Business Response

  Date: 03/13/2024

  Our Production Manager and the original gutter protection system installer went to the customers home around December to look over the job and address the customers concerns and explain why we had to install the metal screen rather than the metal cap due to the pitch of the roof. We wrote up an addendum to the contract which would discount the customer $2,045 for the change. The customer agreed and signed the addendum. The customer then sent in a check for $2,044. We reached out and explained that was the amount of the discount (off by $1) mentioned on the addendum, but the rest of the payment for the finished project back in November of 2023 is overdue. The customer agreed to the final amount on the original contract, and agreed to the discount mentioned on the addendum per the signed agreement.

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 21369073
  
  I am rejecting this response because:

  Harley Exterior's statement is absolutely false. I never signed an addendum to agreed to anything. I have consistently asked Harley Exteriors to provide supporting invoice details based on the product they installed, and they have repeatedly refuse to do so. My suspicion that they have no legitimate grounds for what they are charging has been reinforced by an assessment from another gutter installer and from detailed materials pricing based on equivalent materials through Home Depot. 

  I would be happy to further respond with a more detailed account of my interactions with Harley Exteriors, and I am willing to submit to binding arbitration. As a consumer, I believe I am *********** a justification for what I am being charged, and under binding arbitration it would be my expectation that Harley Exteriors would provide that justification. 

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

• Initial Complaint

  Date:02/29/2024

  Type:Billing 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 3-14-23 a sales person ********************* came to my house to give my husband and myself an estimate to replace a couple windows in our house. We signed that day to their price and the windows were installed in May. I was making monthly payments through 1st ************* and Fed 2024 paid off the remaining $9k. I checked the site and there was a small $15 charge, I assumed remaining interest, so I instantly paid amount. Then on 02/28/24 I received a bill for another $303.51. I called and was told a lien was filed and that is the lien release fee. I went over the contract both my husband and I signed and nowhere does it say a lien would be filed. The rep sent me a document that neither of us had seen and it has a signature and dated 03/17/23, 3days after they came to our house. Neither signature is mine nor my husband's but rather a forgery. All other documents signatures are the same and then there is some random signatures days later. I told them we weren't told of lien and I shouldn't have to pay for the release. I have already full paid the entire amount. I tried escalating and now I can't get a response.

  

  Business Response

  Date: 03/15/2024

  We believe the customer is referring to the $203.50 filing fee listed on the 1st ************* finance form. This is a standard fee charged by the lender. Our finance manager sent a copy of the form to the customer explaining the charge and we have not received a reply back since then. This fee is charged by the bank, not us, so we ask that this complaint be removed from the BBB because its not a fee that we even charge.

  Customer Answer

  Date: 03/16/2024

   
  Complaint: 21367619
  
  I am rejecting this response because: The email from the company said to contact the bank. The bank doesn't want to talk to me. Simply stated that I should have been told by the rep that came to my house. We were not told of a lien nor an additional fee after we paid off loan amount. I just want the lien released and not have to pay this fee when the loan is already paid off.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/14/2024

  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.

  I gave my number to a ****** Exteriors representative at the Renovation show at the ************************* as part of a raffle. For the next week, I received THIRTY phone calls from them. No voicemail. I finally picked up and found out it was ****** Exteriors. I have now told 2 different representatives to stop calling me. The first one said they put a note to not contact me on my number, it clearly that was not respected.

  

  Business Response

  Date: 02/23/2024

  Were showing the customer was added to our Do-Not-Call list and we have not contacted the customer since. People have been re-added to *********** queue before by accident if calling us on our marketing line. We apologize if there was another call after being requested to no longer be called. We do our best to always add people to our Do-Not-Call list when initially asked.

• Initial Complaint

  Date:01/24/2024

  Type:Product 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.

  Its honestly annoying having to explain everything again after months of going over it. To make the long story short: They have scammed my family. They asked us to sign another contract for a header with the promise that if we didnt need it, we would get the money back. So we believed them and then it ended up that we didnt need it but the money was never reimbursed. our salesman, *****************************, came forward to us over the phone (we have the recording) and to his bosses that he charged us the retail value of $3000 for the header and that he told us we would get the money back if we didnt need it and thats why we agreed to it. ****** told us he came forward to him and other higher *** about it and though he previously promised to us that if he were to confess he would give us the full amount back as agreed, he couldnt do that. He made a promise he couldnt keep. So he gave us just half and basically told us to go away. We understand that maybe you needed some of the $3000 for this or that. Maybe our salesman forgot to charge us for a window line and casement or whatever, but its obviously not our fault and it shouldnt be our problem.Imagine you purchased a **shirt and a pair of pants from a website and you try the pants, they dont fit you so you return them but the company only refunds you for half and when you ask them why, you get told the **shirt should have been priced higher. There was a mistake on the website so they need to keep half the money from the pants to make up for it. How would you feel about that?After ****** broke his promise, ******* contact us and said something like I hear you. Ill ask around to understand what happened and see if I can give you more than the standard $700, only to tell us no, you are getting the bare minimum even though we lied and strung you along for months AND you will have to erase any bad reviews about us (we have an email to prove it).My family worked hard and its still working hard to save for those windows and door that were over our budget but it meant something to us to support local companies and to keep the money in our community, only for your company to treat us like this. We have been nothing but truthful and patient. We didnt want to write a bad review, we want to be able to tell all our neighbors that this company is where is at. When *****, our salesman, told your superiors what happened, that should have been that and ****** should have issued the full amount as promised. We are looking to get the full refund for the header we didnt use. ***************************** charged us the retail price of $3000 plus taxes and we want it back because thats what is fair.

  

  Business Response

  Date: 02/23/2024

  Our Production Manager had spoken with the customer and attempted to explain the charges. Our General Manager also looked into this and reached out to the customer to help explain the charges. Our installer realized that additional work and material would be needed to complete the project, and so an addendum was written up which the customer signed and agreed to. The charges of $3000 on the addendum were listed on the addendum and do not just mention a simple header. A header is one small part of a lot of other work and materials needed for creating a wider opening for the patio door. The width dimensions for the patio door on the addendum are wider than the original width dimensions listed on the contract. A header piece is just one small part of this whole process, and it turns out a header wasnt needed for this opening in this case. Nevertheless, the addendum wasnt written up just for the inclusion of a header. Again, the addendum included extra charges for the labor and materials of creating a wider opening for the patio door, and more materials that were needed for line and case for the windows. Even though the customer signed off on these extra charges, even though we explained them, and even though were showing they were accurate, we still issued a refund for $1,638. This is a refund for half the cost of the addendum, and we refunded this even before the customer issued a complaint against us.

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21195683
  
  I am rejecting this response because:
  
  The patio door ended up being smaller but still almost the exact same size as the original contract. So again, the door ended up being smaller. I have the contract to prove it.

  The salesman charged us $3000 which he stated to us and to you that it was only for the header retail price. We have this on record as proof as well. We were told that if the salesman would state this, they would give us our money back and then backtracked and kept half.

  The other items stated in the Additional Work Authorization were of no charge and we have gone through this with you several times. Going from an awning window to a picture window because the awning window promised couldnt be done for example. And picture windows are actually cheaper because they have no hardware anyways!

  The salesman made a mistake, he fessed up and you guys gave him a talking to as we were told. The salesman was even willing to make things right for us by paying the remaining difference owed to us from his own pocket. He is honest and just an employee that made a mistake. Even other employees are telling us its the owner that is saying if he had to pay for his employees mistakes, he would go broke.

  The higher *** are trying to distance themselves from their sales team that are the only contact to their customers. They even talk about them us if they are a different entity and not a part of the company. How messed up is that?

   They were willing to let the salesman pay us back from his own pocket. He was supposed to stop by our house with a check but here its the kicker: we have to sign a contract that says we cant talk about them in any way ever again or they can *** us. So if in the future we have a problem with a window and they wont answer our calls like they already dont, we wont be able to come up here again and ask the BBB for help ever again. And all this for money that is rightfully owed to us! From a check that comes personally from the salesman and not the company as such!

  This are not nice people. They cant be trusted and their words means nothing.

  Sincerely,
  
  Daiana Lauderdale

• Initial Complaint

  Date:01/12/2024

  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.

  Be Warned. This place sells decent windows and their install team was great! Hopefully you get *** and his crew. Other than that it was a horrible experience, sales over sold and under delivered. We were charged $3,000 extra for the retail cost of a Header with installation, the header wasnt needed, but we only received half of the upfront money back due to manager excuses and took us over 3 months to get a reimbursement check in hand. 4 of the 10 windows installed still have issues, I.e., wrong glass installed, awning windows without a crank for opening or closing, screens all dented and some with holes in the screen. Been over 3 months and still waiting to get all the items above corrected. My advice to you, save yourself the pain in the a** and stay away from this company. It is a real bummer, because, they are a local company with *********************, owned by an ex-Navy SEAL all reasons we felt comfortable with them in the beginning. Boy were we proven wrong. When you see them at a home ********** the other way, not worth your time or money.

  Customer Answer

  Date: 02/17/2024

  Since my complaint I have heard from two people at Harley Exteriors. ******* their ************ Manager and **** their General Manager. What I have been able to get out of them is that I was charged the retail price for a header, $3,000. Normal package price for a header is $1,500. They refunded me the $1,500 plus tax before my initial complaint. The reason they werent giving me the rest of the money is that they made a mistake and one of the windows we agreed to have line and casement done, it was never entered into their system, not my fault as the customer, but still they want their money back for that out of my remaining $1,300 some odd dollars. I was able to get out of **** that the cost for that window line and casement that they forgot to enter into their system was roughly $630. That leaves $700 of my original overage charge of $3,000 that is my money and owed to me in a refund, no strings attached. This money is why I filled the complaint in the first place. Now you can see in this addendum (see attachment) they sent me in order to get my $700, that was from their initial overcharge, they want me to take down my BBB reviews and want to silence me for future complaints that I may have with them. I feel they are holding my $700 hostage and are trying to bully me into silencing my voice and my honest right to complain when a business is doing dishonest business. I feel that I should be refunded the remaining money from the initial overcharge of $3,000. If the business made a mistake on their end I, as the customer, shouldnt have to pay for their mistake. Regardless I am honestly owed the $700 without any strings attached, they are trying to shut me up now and in the future with my own money.

  Thanks for your time with this.

  *****************************

  Customer Answer

  Date: 02/17/2024

  Since my complaint I have heard from two people at Harley Exteriors. ******* their ************ Manager and **** their General Manager. What I have been able to get out of them is that I was charged the retail price for a header, $3,000. Normal package price for a header is $1,500. They refunded me the $1,500 plus tax before my initial complaint. The reason they werent giving me the rest of the money is that they made a mistake and one of the windows we agreed to have line and casement done, it was never entered into their system, not my fault as the customer, but still they want their money back for that out of my remaining $1,300 some odd dollars. I was able to get out of **** that the cost for that window line and casement that they forgot to enter into their system was roughly $630. That leaves $700 of my original overage charge of $3,000 that is my money and owed to me in a refund, no strings attached. This money is why I filled the complaint in the first place. Now you can see in this addendum (see attachment) they sent me in order to get my $700, that was from their initial overcharge, they want me to take down my BBB reviews and want to silence me for future complaints that I may have with them. I feel they are holding my $700 hostage and are trying to bully me into silencing my voice and my honest right to complain when a business is doing dishonest business. I feel that I should be refunded the remaining money from the initial overcharge of $3,000. If the business made a mistake on their end I, as the customer, shouldnt have to pay for their mistake. Regardless I am honestly owed the $700 without any strings attached, they are trying to shut me up now and in the future with my own money.

  Thanks for your time with this.

  *****************************

  Customer Answer

  Date: 02/17/2024

  Since my complaint I have heard from two people at Harley Exteriors. ******* their ************ Manager and **** their General Manager. What I have been able to get out of them is that I was charged the retail price for a header, $3,000. Normal package price for a header is $1,500. They refunded me the $1,500 plus tax before my initial complaint. The reason they werent giving me the rest of the money is that they made a mistake and one of the windows we agreed to have line and casement done, it was never entered into their system, not my fault as the customer, but still they want their money back for that out of my remaining $1,300 some odd dollars. I was able to get out of **** that the cost for that window line and casement that they forgot to enter into their system was roughly $630. That leaves $700 of my original overage charge of $3,000 that is my money and owed to me in a refund, no strings attached. This money is why I filled the complaint in the first place. Now you can see in this addendum (see attachment) they sent me in order to get my $700, that was from their initial overcharge, they want me to take down my BBB reviews and want to silence me for future complaints that I may have with them. I feel they are holding my $700 hostage and are trying to bully me into silencing my voice and my honest right to complain when a business is doing dishonest business. I feel that I should be refunded the remaining money from the initial overcharge of $3,000. If the business made a mistake on their end I, as the customer, shouldnt have to pay for their mistake. Regardless I am honestly owed the $700 without any strings attached, they are trying to shut me up now and in the future with my own money.

  Thanks for your time with this.

  *****************************

  Customer Answer

  Date: 02/17/2024

  Since my complaint I have heard from two people at Harley Exteriors. ******* their ************ Manager and **** their General Manager. What I have been able to get out of them is that I was charged the retail price for a header, $3,000. Normal package price for a header is $1,500. They refunded me the $1,500 plus tax before my initial complaint. The reason they werent giving me the rest of the money is that they made a mistake and one of the windows we agreed to have line and casement done, it was never entered into their system, not my fault as the customer, but still they want their money back for that out of my remaining $1,300 some odd dollars. I was able to get out of **** that the cost for that window line and casement that they forgot to enter into their system was roughly $630. That leaves $700 of my original overage charge of $3,000 that is my money and owed to me in a refund, no strings attached. This money is why I filled the complaint in the first place. Now you can see in this addendum (see attachment) they sent me in order to get my $700, that was from their initial overcharge, they want me to take down my BBB reviews and want to silence me for future complaints that I may have with them. I feel they are holding my $700 hostage and are trying to bully me into silencing my voice and my honest right to complain when a business is doing dishonest business. I feel that I should be refunded the remaining money from the initial overcharge of $3,000. If the business made a mistake on their end I, as the customer, shouldnt have to pay for their mistake. Regardless I am honestly owed the $700 without any strings attached, they are trying to shut me up now and in the future with my own money.

  Thanks for your time with this.

  *****************************

  

  Business Response

  Date: 03/13/2024

  Everything the Project Manager originally explained, even prior to any issued complaint, was correct and is what the General Manager also recently reiterated. The ************ Manger also explained to the customer that the addendum included extra line and case material that wasnt included in the original contract. As stated prior, the addendum also included the labor and material of needing to widen the opening of the patio door. The addendum does not merely state $3,000 for a header, but shows that the dimensions for the patio door needed to be built out wider than the dimensions listed on the original contract. That requires actually building out a wider opening. This was all included in the signed and agreed to addendum, and was explained prior to any issued complaint. A mere header is just one small part that can go along with the patio door opening, but in this case it was not needed. Us refunding half the cost of the addendum even before any issued complaint is well beyond what we charge for a header, so the customer is already coming out ahead in cost compared to what we normally charge for building out and opening. Also, the original contract left out 1 window that needed line and case and the original contract did not charge for that. The original contract did not add up all ********** square feet that ended up being required for the whole project. The addendum adjusted for this and included the extra window that needed line and case. Again, we refunded half the cost of the addendum even before there was an issued complaint, which is well over what we charge for a mere header. Nevertheless, the customer still insists on maintaining their complaint, even with us already refunding way more than what we charge for a header, even with us refunding half of the addendum prior to any complaint being issued, and even with us offering them ANOTHER good faith credit of $700 to take down their complaints.

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 21140005
  
  I am rejecting this response because:

  The Patio Door wasnt widened from the original contract, it actually narrowed by 2. As you can see from the original contract the Patio Door Line item #2, was originally supposed to be 8ft or 96 and then you can see in the addendum that it needed to be narrowed to 94, as shown on the Additional Work Authorization form. Also in the Original Contract attached work sheet Cut down for #2 the company knew and so did the salesman, *****, that labor was required for the opening and install of the patio door and it was accounted for in the original price and contract.

  The line and casement issue was brought on due to the company or salesman, ***** not entering anything in their system for Line Item 4 or 5. Now I dont feel that if they forgot to put it in on their side but everything on my side as the customer shows that we are getting it done then their mistake shouldnt burden my pocket book. I am the customer, I dont know what mistakes the company does or doesnt make or how tight are their margins. Either way **** told me that was around a $640 dollar charge that was coming out of the $3000 charged with the Additional Work Authorization form.

  Now what a header from this company costs, changes depending on who you talk to and what day of the week it is and possibly the barometric pressure for that day. Its Ridiculous! A week after the windows and door were installed without the use of the header that was sold to us, I called the project manager, ******, for a refund for the cost of the header. I was told a header for the patio door only cost $300 and that is all the refund I would be getting. I told him that it was explained to me that the header cost around $3,000. I was then passed onto, ******, a manager of product managers a couple weeks later and some how the cost of the header increased to $1,500 plus tax. Which came out to $1,632. I explained to him that ***** our salesman said that a header cost $3,000. I have a phone recording of ****** explaining to me that if I could get ahold of our salesman, ***** and he admitted that he charged us $3,000 for the header that he would talk to upper management about refunding more than the $1,632. I was able to get ahold of, ***** and I have a phone recording of him telling me that he charged me the retail price of $3,000 for the header and that he had made a mistake and would make things right. Long story ************************ went back on his word and the upper management shot down the $3,000 refund and issued me a check for $1,632. 
  

  That is when I felt I had no other choice than to contact the BBB. After my complaint was processed a social media manager named ******* got a hold of me and told me he had looked into my account and saw that he could get me another $700 dollars, but needed to keep the rest for the line and cast costs that they messed up on in the original contract. I said okay, send me the $700. 
  
  A week or so had gone by and no check arrived. I emailed ******* about it and received a response that said the companys general manager for my area would be calling. **** the general manager called and offered me the $700 in return for taking down my BBB complaint. He sent me over and addendum to sign. You can see it in the attached files. 
  

  I understand they want to recover their money for their mistake on the line and case of Window number 5. What I dont get is that I was charged $3,000 and I received $1,632 in a refund. Which leaves $1,368. Of that $1,368 in know that **** the general manager mentioned that approximately $640 was needed by the company to cover their mistake for the line and casement of window #5. After that there is roughly $700 left that should be refunded to me as the customer. And when I say refunded I mean refunded with no strings attached. They are asking me to sign an addendum (that is attached) please read it. They are attempting to silence my voice against them now and forever in the future. Threatening potential slander charges and harassment. It is my $700 that I am owed, I refuse to be held hostage or threatened with my own money. Obviously the company needs the $700 more than I do to threaten such things. Another case of a business s******* the little guy. They are liars and this needs to be resolved. I need my $700 back in a refunded check, no strings or addendums attached to it. 

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

• Initial Complaint

  Date:11/18/2023

  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.

  I signed a contract with Harley Exteriors on 9/29 for replacement of one door that had a rotting frame and let cold air in through a visible hole on the side of the door. I needed this done prior to winter starting and was very clear about this. I paid a $500 deposit and signed up for a loan for the remaining $8824 which would start at the completion of the project. They told me it would be just a couple weeks for the installation. It is now close to the end of November and they showed up with the wrong door on 11/17. It turned out they had listed the completely wrong door on all the order forms as well as my contract, and also received the wrong door from what they had ordered. I told them I wanted to cancel the project because I needed the door replaced **** as I am unable to properly heat my home at this point and it's below freezing temperatures. They told me that the time to cancel my contract had passed and I was responsible for the entire amount even though they hadn't actually done any work at all. I told them that if they had listed the completely wrong product on the contract, they needed to provide a revised one and they have refused to do so. At this point I need to hire someone else because I can't wait another 2 months in these cold temperatures. I told them I wanted my refund of $500 back. I was told they would forward my email to a manager and I have not been contacted since. This company has taken no responsibility for their own mistake. Taking 4 months to install a single common size exterior door is completely unreasonable.

  

  Business Response

  Date: 11/20/2023

  The door that was ordered sort of looks like it has a window in the picture but it was a bevel, and so the wrong door was selected and ordered. Our project manager was in communication with the customer about what to do going forward. We advised we can order a glass insert and have it installed into the door. The customer said ok via email, and so we went ahead and placed the order. After we placed the order the customer emailed back the next day changing their mind and now wants out of their contract. When the glass insert comes in shortly we can install the door to their liking. The door the customer wants is more expensive, but because the wrong door was ordered we would only be charging the customer the cheaper door price. So theyd be getter a more expensive door for a cheaper price because of the error.

  Customer Answer

  Date: 11/20/2023

   
  Complaint: 20889600
  
  I am rejecting this response because: at no point did anyone talk to me about a door insert and I absolutely never agreed to this at all. I asked to cancel the project and for my $500 deposit returned as this contract is void considering that the product and price apparently according to this latest response was written incorrectly. You're now trying to make me pay for some other product which is not what we had agreed to at all. 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 11/20/2023

  Email chain that absolutely never mentions any sort of window insert or me agreeing to any changes whatsoever.

  

  Business Response

  Date: 11/29/2023

  The customers project manager asked via email if the door they had thought they were getting was model#: SF20, and the customer clarified via email, Yes. The SF20 door has a window, and the door that the sales rep put on the contract may have looked like it had a window but had a bevel outline instead. We have ordered the correct door to install for the customer based on their clarification of what they thought they were ordering. We would not charge extra for the more expensive door model. We will keep the same price reflected on the signed contract, which is a cheaper rate, but the cheaper rate is for the door they actually wanted.

  Customer Answer

  Date: 11/30/2023

  I am completely unsure of what they are claiming they ordered because originally it was implied they were ordering SF20, the door I was under the impression I was sold, and then on this email thread on BBB they claimed to have ordered some door insert instead, but are now saying they ordered a different door. They have failed to provide me any documentation of any product information or changes to the contract. I told them I wanted to cancel the project BEFORE they ordered whatever they ordered. There is no way I wish to move forward with this company and they are so clearly in breach of the contract.

  .

  

  Business Response

  Date: 12/07/2023

  We meant that the correct door, one with a glass insert, was ordered. It was verified by the customer via email that the correct model was supposed to be the SF20 model, which has a glass insert. There is no change to the contract because the price hasnt changed and we were advised what door they were originally expecting. The door should be ready any day now from what our warehouse has advised us, and we will be ready to install the correct door that the customer said they originally wanted very soon.

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20889600
  
  I am rejecting this response because:

  The wrong product and price was listed on the contract, and no documentation of any changes to the project have been provided. Listing the incorrect product and price on the contract is material to the contract and due to this being a mutual mistake, the contract is void. Harley Exteriors has repeatedly refused to provide a new contract with the correct product and price or any documentation about the change in order and product information. They reordered a product despite me very clearly telling them that I wanted to cancel the project. They are attempting to hold me to a contract that lists a completely different item. There is no way for me to confirm whether the price they are saying I will be charged for this other item is more than what they are saying they are charging me. Again, documentation should have been provided to me in order to make a decision about whether to go through with a reorder, and Harley Exteriors provided no revised offer for me to consider or agree to. Per the original contract, all changes to the contract must be in writing.

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

• Initial Complaint

  Date:10/22/2023

  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.

  Had new windows installed by Harley Exterior early March 2023.Called HE to have them come look at a ******************* on window. They sent a ******* Windows representative out to look at window. Window builder is fixing this problem 10/23/23.Since then I have called numerous times with no responses on 5 of 7 windows purchased leaking water inside(around early September 2023). They did not put sealant between flashing and windows on top. I also sent emails to project manager and customer service with no response as a this date 10/20/23.Would not recommend this company to anyone.VERY POOR CUSTOMER SERVICE. ******************** EXTERIOR DOES NOT RETURN CALLS IN TIMELY MANNER

  

  Business Response

  Date: 11/20/2023

  We have already sent an installer out to complete the needed service repairs, and everything has been taken care of.

• Initial Complaint

  Date:10/21/2023

  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.

  I bought windows contingent on my HOA approving the installation. Long story short, they will not budge on allowing me to install these windows because they do not have the required 'fin'. I put Harley's Project Manager in-touch with my contact at the **************************** I was informed that the association stopped taking the project managers calls - not sure what transpired there. When I asked over a phone conversation if the fins could be added (they manufactured these windows) the Project Manager responded with 'yes'. I said great and I should of asked that a long time ago! I requested the change in the paperwork and price difference in writing. This is where things got weird. She started pushing back at me, and not giving me the documents I needed to move forward. After some back and forth, she ended up emailing me a long email referencing talking with her manager that I couldn't make sense of, except the fins cannot be added.I ended up calling in to the company only to be told, managers only talk with customers with completed projects. That's convenient. So, when I asked if the fins could be added and was told yes, that was a misunderstanding? I'll never know since there is a lack of good proper communication at this point.The company's response to me is to send me the bill in it's entirety for windows that have never been transported or installed. How is this reasonable?

  

  Business Response

  Date: 11/10/2023

  The install was originally scheduled for 10-10-23. We made all the windows as exactly stated on the contract and we were scheduled to install them. We then received a call on 10-9-23 saying to cancel the install as the *** denied the install due to not having nail fins. We advised the customer that we cant add nail fins after the windows are made, as they must be manufactured that way and we have to know if theyre needed beforehand. Theres no reason the windows would leak even without the nail fins, plus the windows come with a lifetime warranty if there ever were a problem. We still have the windows which were originally ordered about a year and a half ago.

• Initial Complaint

  Date:10/03/2023

  Type:Delivery 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.

  Just got a call from a Scheduler (******)She said she's going to send me to collections. I have not signed a loan agreement, I have not had any products delivered or installed.What I do have is a stop work order from the county. I also have a lawyer and an IQ over 70. Someone smart and sane should get ahold of me asap.

  

  Business Response

  Date: 10/10/2023

  A contract was signed with us to install 20 windows. We confirmed a time to get exact measurements. We confirmed a time for the installation, but then the install was not permitted by the customer. We have not been provided a time to reschedule the install after speaking with the customer, but we were advised by him that we are not able to schedule an installation time.

  Customer Answer

  Date: 10/10/2023

   
  Complaint: 20691721
  
  I am rejecting this response because:
  I have not signed the loan agreement.  I have told you every time you called to schedule the install that I have been served a "stop work order" by kitsap county. I am almost done fixing the permit and plans. I would have continued with you if the last person hadn't threatened to send me to collections. I don't know what in the world she thought you would collect seeing as you have provided zero windows or work. I will not be threatened or bullied by some half rate window contractor.  I am already at war with a couple contractors over this project.  Get in line. I will find time for you. Refund my deposit then do not ever contact me again. 

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

  

  Business Response

  Date: 10/20/2023

  We were told the project would have to be postponed about a year, per our service rep who last spoke with the customer. We were not advised of any type of stop work order from the county. If that is true then please send us a copy of the email or letter which says that windows cannot be installed at this time per the contract with us. We have never heard of any county not allowing windows to be installed.

  Customer Answer

  Date: 10/23/2023

   
  Complaint: 20691721
  
  I am rejecting this response because:
  A portion of the windows are for an addition and a garage conversion. The stop work order is for that and affects all work. What you have heard is irrelevant.

  My last response stands. I've signed nothing that obligates me to your company.  I will not be doing business with you. Refund my deposit and do not contact me again.

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

  

  Business Response

  Date: 11/10/2023

  We only install windows for existing structures. All windows mentioned in the signed contract are for windows which our sales rep and installers would have already been able to measure. We have not received anything from the county or from the customer as to there being an official stop work order for replacing existing windows on a home. The BBB does not nullify signed contracts.

  Customer Answer

  Date: 11/14/2023

   
  Complaint: 20691721
  
  I am rejecting this response because:
  You do not have a signed contract nor have you provided any service or products. Good luck. Last chance to go away somewhat quietly and gracefully. 

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

  Customer Answer

  Date: 11/21/2023

  So they get to continue harassing me and threatening me with collections even though they didn't install any windows? They are lying about the contract. The only thing I signed is a price lock. I never even signed the loan paperwork!