Complaints

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• Initial Complaint

  Date:11/21/2024

  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.

  We purchased ****** fiberglass windows and installation from a diamond certified installer/distributor from ******************************** Alexander Company. We were told we had to pay a deposit of ****** on 08/03/22 in order to begin the process. Installation began on 02/14/23 the windows would not slide or open/close properly and one window had a broken sash and another missing a piece, entry door paint was damaged and all stucco was not completed despite this on 02/14/23 we were told we had to pay most of the remaining amount a check for ********* and rest assured everything would be fixed. 0n 05/05/23 I notified Alexander Company of cracks and flacking on exterior fiberglass was told it would be looked at and and fixed just waiting for the parts needed to arrive . On 08/04/23 Alexander Company technician came out to replace the broken sash and looked at the cracks and said they would be fixed by ****** technician. We were told we had to wait for ****** tech to contact us they finally came out on 02/09/24 and said we had to pay for them to replace the frames I told him we would not be paying and to just do what alexander company had asked since they set up the service they patched the fres and painted a few interior parts and then said we needed to hire a professional painter and fax quote to them for approval. We had new cracks on exterior frames and sent service request online as instructed by ****** tech, ****** responded saying the work they performed was above and beyond and warranty is void claiming jobsite damage nothing else is covered. I notified **** Alexander but have been ignored. We have asked for a full refund we have provided more than enough time for replacement we did not received the service or materials we purchased. **** agreed but has yet to refund.

  

  Business Response

  Date: 12/12/2024

  Mr. ****** gives the impression he was ignored, but its not true. We ordered parts and replaced parts and had ****** technician do repairs at home to correct issues that were needed over a period of several visits to home. But Mr. ****** lost patience with the time it was taking to do necessary repairs which I do agree took a long period of time but there were reasons for some delays a ****** California Transition that delayed services and proper communication and a serious personal event that took place in our family business during this time. ****** Windows and Alexander Company both were willing to continue to correct these issues at no cost. We have since agreed  Alexander Company will give Mr. ****** a full refund of entire job $44,501.33 which includes material, labor and permit cost. Alexander Company our lawyer and insurance company has been in contact with Mr. ******* we are ready and willing to make a full refund to him, but thus far he has not cooperated or has signed a standard mutual release. Alexander Company wants every customer to be satisfied with doing business with our company. 

  Sincerely,

  **** Alexander

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22590308
  
  I am rejecting this response because:Mr ********************** gives the impression that despite delays all defects were corrected. However this is certainly not the case. On 05/03/24 ****** *********************** informed us that ****** claims Jobsite damage and nothing further is covered despite nothing being actually actually fixed.  I forwarded email to Alexander Company but was ignored as usual.

  What we were sold has NO WARRANTY 

  NO LABOR WARRANTY and in fact Mr ********************** claims to stand behind his company's work but will NOT refund UNLESS we SIGN a CIVIL CODE 1542 RELEASEing our rights from any possible defective work done. We need to have these windows replacement all work will have to be redone stucco framing inspected but can only be done when windows will be replaced. In the mean time we are Happy Ready and Waiting for refund.  We have family  emergencies as well and that was no excuse to pay when Alexander company asked for payment despite windows not functioning and job not completed as soon as paychecks cleared thats when delays and excuses began.

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

  

  Business Response

  Date: 12/18/2024

  I want to make it clear to both Mr. ****** and the BBB that my company has offered a full refund for this project. We do not agree with his assessment of our work or our materials, but we have now offered several times now a full refund. My company, our insurers and our attorney have been in touch with him several times so in no way has he been ignored by us. Oddly now, he is claiming he has structural and/ or foundation damage. This has never been mentioned or noted in any of our notes or requests for service to inspect this issue. We find this to be nearly impossible as our work was limited to windows, doors and minor carpentry. However, we offered more than once to investigate the damage he has mentioned but Mr. ****** has not responded to our request to inspect. We offered the full refund in the amount of $41,151.20 which is actually incorrect our records indicate a higher refund amount of $44,501.33 which we have a check made and ready to be mailed. If Mr. ****** wants it, we will sign a standard California mutual release and end this dispute. In over 50 years of business, we have never had any serious complaints to this magnitude. We have always stood by our work and have maintained an honest and respectful approach to all of our customers, clients and partners.

  Sincerely, **** Alexander

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22590308
  
  I am rejecting this response because:

  08/03-2022  ****** Check Deposit 

  02/14/2023. Work began

  02/20/2023  Check ********* work not completed

  03/02/23 Check ******** Work still Not Completed.

  12/12/2023 ThermTry Door Service

  ********************** Co.  Claimed Defects. ThermaTru said installer damage.

  01/26/2024 We Filled with the CSLB

  02/09/2024  /  03/26/2024

  ****** Tech did not take care of the issues. Said we needed to hire our own Painter and fax quote to ****** for approval. ***** ********************** Co ******* was on site.

  02/26/2024 ********************** Sent us an unapproved Goodwill check for ***** for DELAYS.  We didn't cash it.

  10/15/2024 Offer to refund ****** plus goodwill check and we get to keep the windows and doors. Rejected offer we will return all windows and doors. 

  11/28/2024  WAIVE our rights Alexander Company 0 stand behind work full refund offer 44,501.33.

  ODLLY  Alexander company continues to claim to stand behind its vendors and work. They stand behind vendors by claiming everything is a defect.  Alexander Company recieved a copy of our CSLB complaint in that complaint it clearly says if windows are jobsite damage according to ******, defective according to Alexander Company than is there possible damage due to reframing ?  

  To make it clear we did not recieve what we purchased from alexander company. All work will need to be redone and in order for windows to be replaced. ****** will need to be removed and at that time fring inspected. 

  11/28/2024 We RESPONDED NO to **********************'s refund offer to WAIVE our rights for a full refund as we did not recieve what was advertised from product or service and in no way should loose our rights. Seems like the only Guarantee Alexander Company is working for is to the Guarantee that they will have 0 accountability. We have never brought up foundation issues as Mr ********************** is claiming. The only reason we bring up the possibility of structure damage is because ********************** claims defective windows but ****** claims jobsite damage so we can not rule it out and WAIVE Our rights. 

   

   

   

   

   

   

   

   

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