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Business Profile

Skylights

The HiLite Group
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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

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

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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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  • Initial Complaint

    Date:09/22/2023

    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 contracted The HiLite Company on 3/22/22 for 2 skylights each on my home and my mothers' home 2 separate properties. The worked seemed correct no complaints thru the summer. Winter came and so did the rain. There was a lot of rain in late Winter 2022 and Spring 2023. I contacted ******, as soon as I saw water leaked inside my home's skylight and also my mothers home. She sent Geno to repair the skylights several times but water still keeps getting in. The last time it rained 8/21.23, I contacted ****** again. I sent her pictures with time stamps to show the date and time of the pictures. She didn't message me back. I called her and she said she didn't know why water they kept getting in but would put me on the schedule. I have contacted ****** each time to schedule work she repeatedly ignores my messages or give me a run around as to why someone can't make it out or tells me I'm on the schedule and no one shows up. The invoice states there is warranty for the life of the roof and I was told by Geno to call if, I had any leaks each time he has come to our homes and made repairs. I want part of my money back to hire another company to replace the skylights on my and mothers home. I paid for both services. For my home the total cost was $1,150 and my mothers home cost was $1,395.

    Business Response

    Date: 04/12/2024

    We acknowledge that there have been some issues with ******************** tubular skylights.  We have been out on a few occasions in an effort to fix these issues and are not sure what or why these issues are occurring.  This is definitely not normal and it is definitely not acceptable.  As far as the time it's taken to repair, again, we take 100% responsibility.  We have dealt with some health issues that caused some of the delay. We have worked very hard in finding new, committed team members to help fill in because of these issues. The weather over the past 3 months also made it difficult for scheduling.  We are committed to find a solution for ****************, so  the manufacturer is providing new tubular skylights to replace the ones that are installed. These have been ordered and will be installed as soon as they arrive.  We have been in continuous contact with **************** regarding this resolution and she has expressed her appreciation for this resolution.   This is definitely not how we have conducted business over the years and we have no intention to poor customer service to be a part of our company.  This matter will be resolved and will make sure **************** is well cared for.  

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