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Business Profile

Home Improvement

Durante Home Exteriors
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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/12/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Paid deposit for shower called next day to cancel have not received refund in over two weeks.

    Business Response

    Date: 09/12/2024

    Thank you for bringing this matter to our attention. We strive to provide excellent customer service, and we regret any frustration this situation may have caused.

    Upon reviewing the details of Mrs. ********* case, we found that she signed a contract with us for a shower installation, for which a deposit was made. A few days later, she informed us of her decision to cancel the project, and we immediately initiated the process of reversing the deposit through our banking system.

    Unfortunately, as is sometimes the case with financial transactions, the bank's processing time extended longer than we anticipated, resulting in a delay that was beyond our control. However, Im pleased to confirm that as of 9/12/2024, the refund has been fully processed and ********************* has confirmed receipt. We apologize for any inconvenience this delay may have caused and appreciate her patience throughout the process.

    Should there be any further questions or concerns, we are more than happy to assist. Thank you again for allowing us the opportunity to resolve this matter.

  • Initial Complaint

    Date:02/03/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
     
    Complaint: 19328902

    I am rejecting this response because: the matter has yet to be resolved. While a representative did make outreach to my husband (not the filer of the complaint), there was no real action plan given to resolve. We got the same answer of lets see what comes in next time instead of steps they will take differently from the prior 3 attempts (business noted two but there were three) to get a different outcome. Words dont matter here. Actions do. Until we see action in resolution with all windows installed, this matter will remain open.  I hope the business uses this situation to understand that the situation is unacceptable and the plan (just words) doesnt instill trust in us that this is being taken seriously. 

    Sincerely,

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

    Business Response

    Date: 02/07/2023

    Our Director of Operations, ****************, spoke with all members involved with ******************** project. The issue w/ Mr.******* window project is that the original order (********) was missing three windows w/ half-round transoms.  DHE installed the windows received but when the missing windows were re-ordered (********) they were the wrong color. The final order was made ******** and are scheduled to be on the Sunrise truck the week of February 22. We have expedited the order to get them sooner than the normal timeline which will be on February 22. **************** contacted **************** this afternoon (02-06-2023) and he confirmed he was given the timeline for the last re-order.  The customer is attempting to sell their home and the timeline on the re-orders are stretching out their timeline. *************** gave **************** the option to call him directly if he had any additional questions/concerns about his project.

    Business Response

    Date: 03/04/2023

    Missing windows have arrived and been installed.  Job is complete.  As always, we strive to meet and exceed our customers' expectations.  Unfortunately, we missed the ***** especially on the timing and coordination on this project.  We do apologize for any inconvenience and are thankful the customer gave us the opportunity to regain their trust.  

  • Initial Complaint

    Date:08/16/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 have called ******* Home Exteriors last year around November and asked for a Free estimate on a Deck installation at my home ,then a few days later I called and cancelled the appointment. That was in November of 2021 . And since then ******* HomeExteriors employees keep calling my cell phone and leaving voice messages several times every month because I do not answer when I know it’s them and then they text me several times every month and this has been going on for the last 8 months . I told them back then that we do NOT want to install anything because we changed our minds but they do NOT listen and they keep calling me and harassing me and my family about the deck installation which we will NEVER do business with them if they were the last deck company on earth . I do NOT want to do business with them ever and I do NOT want them to keep calling my cell phone and leaving messages and texting me every month several times and I want all my information to be deleted from their computers. I do NOt want to exist in their computer system . This is harassment and invasion of our privacy and our life . This is against the law . I have told them several times that I do NOT want to do business with them and I will never do business with them even if it’s free . This is the lowest and poorest quality customer service and this is very poor and bad business practice. Very low class people that keep harassing us even though we told them that we do not want to install anything and we NEVER signed any agreement and they never came to our house and we cancelled the free estimate from the beginning. I want an explanation from the owner of this company to call me and explain to me why they are harassing me and why they keep calling me against my will

    Business Response

    Date: 09/05/2022

    Thank you for bringing this to my attention.  I have indeed deleted all your phone numbers and email address from our CRM platform and will investigate further with Management and our I.T. company.  I am sorry for any inconvenience we have caused. ***** *******.  

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