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:19/01/2024

  Type:Service or Repair 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.

  The metal fencing this company installed for our strata building in November 2020 was bent, corroding, and falling apart within 10 months of installation. When we tried to contact them about the deficiencies on both their product and their installation methods, they did not return our phone calls, failed to show up to meetings, or made unfulfilled promises of attending to issues. A full 20 months after we started trying to contact them, they agreed that work needed to be done, but we would have to pay for it as our warranty had expired! We tried to work this out with the company but our communication has come to a dead end. We would like Mainland Aluminum to repair the deficiencies in their product and work, and that this work be done under warranty and not at our expense. The attached photos show the fence at our building and a similar fence at another location. In the first photo it is apparent that a circular piece has already broken off on one end of the fence, plus the paint is corroding. In addition the long run of fence has no reinforcement to protect the center from bending. Note that the 2nd fence has additional reinforcement beside the circle.

  Customer Answer

  Date: 20/01/2024

  Hi,

  I've attached the minutes from our November 2023 ******* ******************** meeting which show that I am a member of the council, and under Business Arising From Previous Minutes (Item #7) you will find information about pursuing a complaint about Mainland Aluminum through the BBB.  I am the council member who has been designated with this task.
  

  thank you,

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

• Initial Complaint

  Date:16/08/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Date of transaction was October 2017. This is how long i have been waiting for the contractor to finish the project.
  
  Mainland installed glass and aluminum railings and did a terrible job on finishing, they did not install the glass properly from the begining and now all of the glass has shifted and is resting on the aluminum frame which is dangerous. I've had another company try to fix 1 part of this issue, but the remaining issues are still present. The powder coating on the aluminum railings are fading away and show several blotchy sections.
  The corner railing on my patio wasnt installed correctly and can easiely be pushed out releasing a glass panel, making it dangerous for my children as they can break through the glass and fall from my patio. ** ** ******* **** **** ** *** *** ***** *** *** ** **** *******  We paid Mainland over $2200 to have this installed.
  
  The owner (TJ) commited to give me a great product and excellent installation, but did not deliver. **** *** * ***** ******** ***** ********* ***** ** ** ***** *** **** *** **** ** ************ ** *** ******* ** ***** * **** **** *** **** ** ** ********** They returned to adjust the glass, but the workers showed up without the materials and they said they will come back but never have.

  Customer Answer

  Date: 16/08/2022

  Hi. My last name is *************;

   

  Last time I reached out was yesterday by texting the owner TJ. 
  

  no reply. I have several screenshots of our interaction by text too if you need. 

  Business Response

  Date: 16/09/2022

  First of all our work speaks for itself. We had given this gentleman a very discounted price in exchange for them doing some web design work for our company which they never did. The patio has no proper backing and the construction was done poorly. We provided everything at our cost in exchange for web work to be done which never occurred. Regardless we have been to the location few times over the course of the time passed to fix numerous issues they have come up with. Simply put if they are so dissatisfied with our work I’m willing to pay them the $2200 and take our railings back and have a company of his choosing so the work for them. They only provide their side of a story. We have provided one year warranty on our work which is a standard practice and it’s now 5years later. I’m happy to send someone to adjust the glass again but quite honestly the work required keeps changing from one to another. If we have a clear picture of the glass adjustment I’m more than happy to provide that for them. As I said before I’m happy to refund the $2200 and take our railings back ***** ***** **** *** * ***** *** **** **** *** *** ** *** ***** ********* **** ********* *** **** *********** ***** *** ********* ** * ****** *** ** ***** ************* I’m happy to adjust the glass for the customer but in all fairness he’s probably better off getting another do the job to his satisfaction. Please let me know how you like to proceed 

  Thank you

  TJ 

  Customer Answer

  Date: 21/09/2022

  
  
  Better Business Bureau:
  

  Their 1 year warranty would have been great, but they never came back on time to fix the issues.. **** ** **** *** ***** **** **** ***** *** ************ *** **** *******  I have a thread of messsages that he said he was too busy to come by. 

   

  As for the web work, I was never given the opportunity to help him with his website* *** ** ** ******* * ******* **** ** **** **** * ******* **** **** ****** 

   

  If he can send his crew some time this year, to fix ALL of the issues once and for all, we can close this case. 

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Customer Answer

  Date: 25/11/2022

  I was never given the chance to offer web services as Ive requested a few times, however because of the poor customer service, I didn't want to engage in any web work because I didnt want to promote the lack of service he offered, until my project was completed and my wife and I were happy.
  
  The backing has nothing to do with the railing install, Ive had 3 other aluminum companies look at the unfinished work and they all said the same thing, the railings were fabricated and installed poorly Just look at the screenshots below
  The glass is not fixated/mounted correctly, the powder coating is poorly completed, and the aluminum install is not good, and you can see what I mean if you look at the railings on my front stairs. 
  
  Yes, his staff came out 2 times over the 5 years to try and fix the problems, but each time they never had the proper tools or materials to complete the job, so they would always leave without completion. 
  
  The only reason its taking 5 years is because he never comes back to fix it.. please refer to the screenshots of our chats and you can see the timeline of my frustration starting Feb 13th 2018!
  
  Now he wants to take his product back!?  How professional is this.. The cost has easily doubled since 2018 so no, that is not an option all he has to do is fix the problem he didn't complete after he promised he would fix on Feb 13th 2018.
  
  Please take a look at the conversation over text that we had, and let me know who is wrong He installed October of ****************************************************** Feb 13th 2018. He is too busy for me but now his warranty is conveniently over. Not acceptable. Ill take my money back and use it to pay another contractor to fix the issues, but no, he will not take back his railings unless he can pay for damages and the difference in the cost of a new system. 
  
  
  
  And just to recap.. All I need is to fix is:
  The spacing in all of the glass (front and back patio)
  Mount the corner bracket on the patio better so its not loose
  Fix the 2 pieces that are way too short that are in the front of my house.. 
  
  He said he was going to replace the pipe railing at the front of my home with one that matches the glass railing,(2nd screenshot) if he can still do that, I will pay extra for it.. It looks very amateur the way he used 2 different metal profiles to complete this part of the job. The glass railings are broadloaf and the front railing is a commercial pipe 
  
  Thanks,
  

  
  

  Business Response

  Date: 17/01/2023

  In relation to complaint ********, we would like to let you know that all the issues with ID ******** have been resolved. Our team visited the location and corrected all the issues, and we took all the appropriate actions to resolve this complaint. Please see pictures attached for your reference.
  
   
  
  Just for your information, the customer also wanted us to do a new railing job for some picket railing and stair guardrails at the same location. Our crew has taken measurements and will move forward to do the new job for him. Ive included some images of the measurements acquired during the most recent visit.

  Customer Answer

  Date: 17/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I havent heard back as to replacing the pipe rail to match the bread-loaf style railings.. but wel see what they come back with i guess... 

  
  Sincerely,
  
  ******