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:06/09/2025

  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.

  On May 24th, 2023, I made a construction contract with Side by Side Home Improvements, Inc. when I acquired the Air Conditioning for my house. The total cost was $17,350.00 and I paid with a check $5,000.00 as down payment and the rest I was scheduled to pay in 5 years. I am still paying $201.00 monthly under automatic payments. I was told that the brand York A/C unit has a 10 years warranty. The problem started over a month ago, when the A/C system didnt cool the house and it kept the temperature high. I tried to contact the company mentioned above, but it wasnt possible as several calls were sent to a recording machine to leave messages. After few days of insisting, I finally was able to talk and to report the situation. They sent a man to revise the A/C system and found a hole open that let escape the refrigerant. He said we need to pay $1,880.00 for the repair. Then, my question was about the warranty, but he said he doesnt know anything about it as he was sent by the company as an independent service, but he doesnt work for the company. We tried to talk to Side by Side in person once again without success as we noticed someone was inside the building so we call and he just said he will leave a note/message so we can receive a call from them for the next day. Nobody called and we waited 3 days. My husband called several times, but nobody answered. My husband talked to the service man about the problem, but he is not connected to the company. He is just offering his services to fix the problem, but we need to pay him. I need assistance with this issue as I have my grandchildren living there and the weather is getting very hot which may affect their health. I request to make effective the ** Unit warranty as they told me when they sold it to me. I still owing the ** unit and I have to keep my monthly payments for 3 years more.

• Initial Complaint

  Date:08/20/2023

  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.

  I bought a solar panel from this company back in March 2023 and I paid cash for the system. I was able to buy them because I own a day care and the state of California gave me a grant to buy them. The state of California has came back to tell me that’s it was an error and that I have to give the money back. I have tried calling the sales rep and the managers but have been unsuccessful to get this matter resolved. The solar panels have not been installed. I’m getting threats from the state of California to pay this money back and side by side will not return my phone calls. I have tried for over two weeks and I just keep getting he’s in a meeting or interviewing someone. It’s been 5 months that I purchased it and nothing has been done. I just want my money back so that I can pay back the state.

  Business Response

  Date: 08/23/2023

  Responding to this letter from the client, today we spoke with the client and it is more like a request to cancel this project, but not a claim, because the money she had received from the state of California not they tell her it way by mistake and that it way not for panels and they are asking for the return of that money, we explained to her that this process began at the end of march and that we have been following all the procedures that he needed even with complications on the part of the City que to the permits but not because of our inefficiency, because this has taken a while que to the new California regulations regarding the panels that have been in force since April. Now that she asking us to do this , we are more like 2 or 3 weeks away from installing the panels and we already have various expenses incurred. We indicate that if she wish to cancel on this date, she would have to recognize a 20% cancellation fee as written in the contract , after the kind conversation we had, she indicated that she will call us next week to she what she decide.  

  Customer Answer

  Date: 08/24/2023

   I am rejecting this response because:

  I am not rejecting this because of the time it has taken. Understand this  again. The state of California wants the money back. If we do not give back they will take us to court. The state of California has rejected this project. If the company called me I could explain to them and show them wait the state wants. This project is not about how long it has taken. The state has demanded their money back. If I had the money I would keep them but the state wants its money. 
  

  
  

• Initial Complaint

  Date:02/01/2023

  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.

  Contract created on 11/7/2022 for roofing shingles replaced. Contract included tear off of two existing layers and installation of new shingles. Waited for a call to setup install date. That never happened. We waited patiently for Side by Side Home Improvements Inc. to reach about installing the new roof. We called to cancel the contract on 12/02/2022 based on the fact that we had NOT received materials and services contracted almost a whole month after contract, nor had we even received any sort of communication regarding an intended date of install. This company basically forgot about us and all of the sudden the day we called, they wanted follow up on the permits for the work and send people to work on the house. We gave them plenty of time to do the work. Plenty of time to communicate with us about intended install date and when they did not do so, we wanted to rightfully cancel all work with them. They threatened legal action and are now seeking that we pay them 20% of the contract as a cancellation fee. It is very unfair that they do not want to cancel without a cancellation fee when they clearly dropped the ball on us as a customer. The man that created the contract gave us excuses that he was in the hospital and that it was for that reason they had not reached us. Not my fault and has nothing to do with me as a consumer. Stay clear of this company as their business standards are extremely poor and do not value doing business the right way. The bank used for the loan is now after me for payment of a roof we never received due to this company’s lack of communication and negligence. The bank has been charging me since Dec 10 2022.

  Business Response

  Date: 02/17/2023

  ok, we are ready to talk and explain the inconvenience, on our part it is not our intention to harm any client, we just ask to be fair, when you have we can talk about this matter
  Thank you
  
  M**** **********

  Business Response

  Date: 02/21/2023

  Response to the M**** ******** de S****** case: I have reviewed her version of the contract to create a roof between her and our company, it is very clear in the contract that she could cancel in three business days,
   she did not, the process started on 07-11 -22 with the signing of the contract, on 11-09-22 we made him a welcome call and thanked him for looking for our service and he was told that the process of obtaining the permit
   from the city of Handford would begin and that it could take up to 2 weeks depending on the cities, in this case in Handford the procedures are not so fast, on 11-22-22 we received the email that the permit was ready,
   nothing was scheduled that week because the 24th and 25th were a Thanksgiving holiday, Monday 11-28 the client was called and was told that the start of his roof would be scheduled the following week,
   Friday 12-02 Mrs. was called to schedule the start of work on Monday 5 Dec and from there she just communicated that she wanted to cancel the contract and asked the reason and she said that it was due to her husband's illness
   and that he was not working, for which she asked that the contract be cancelled, she was told that we could not force anyone and that we could do so by complying with what was said in the contract that is to recognize 20%
   of the total value of the project, she wanted to ignore the expenses incurred to date, she sought a way to make her understand and did not want to accept what was in the contract,
   that is why we are still with this case pending, for We have no problem reaching an agreement, we can give even more, but something must recognize the expenses incurred since she wanted to cancel after approximately 30 days, 
  we are at your service to deal with this matter, thank you