Complaints

This profile includes complaints for L&L General Contracting, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  L&L General Contracting, Inc.

  42121 Beacon Hill Palm Desert, CA 92211

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  L&L General Contracting, Inc.

  77670 Springfield Ln STE A1 Palm Desert, CA 92211-0474

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:10/11/2022

  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.

  I engaged with L&L Door and Windows to help me best obtain new windows and sliding glass doors for my home. I trusted a licensed professional to help me with this process as it's only 1-2x in a person's lifetime that you would get new windows and doors. My issues are dealing with the picture/transom window as well as the 2 sliding glass doors (they replaced 6 other windows that albeit maybe not the best are good compared to what is happening with these 3 areas).
  1) Picture/transom window was only ever discussed as new construction the old window was being reconfigured to an entirely different design. New construction widows did not arrive for this area, the windows were significantly narrower than discussed or what was existing before, and they wanted to frame this area (which they do so in a manner that would not meet code) and cover it all up so I wouldn't know what was going on.
  2) Slider to pool. Was only ever discussed as new construction and for opening to not be any smaller than I had currently as that was already small. Came as replacement and opening smaller than previous door. Attempted to install at an angle because with adding flange it wouldn't fit flush on outside. Wanted to caulk gaps in excess of 1/2". Flange on bottom hanging lower than level of home.
  3) Slider to rear of home. Discussed and ordered as replacement but didn't tell issues of replacement door not having same depth as old door leaving 1.5" gap between door and flooring as well as other cosmetic issues never brought up or discussed despite me being adamant of not having a 'frame' around my door as that was not the style of my home. Flange on bottom hanging lower than level of home.
  Tried to get manager or owner out to home to discuss x 3 without success. Instead told, 'It is what it is and I signed.' Basically felt bullied into allowing them to finish, do their cover up work despite code or me feeling like the products weren't what was discussed.

  Business Response

  Date: 10/14/2022

  We want to start out by saying we are happy that you trusted and chose our company for your window and door project. We do understand that a project like this is not done often and is an investment to the home. From the beginning, there was a feeling of hesitancy that you expressed before the project was even signed for and contracted with us. We had two separate visits with you at our showroom to see the retrofit windows and discuss the project in detail to help you better understand what the installation process would be like. You did not initially like what the windows and doors even looked like. With hesitancy and months between the initial quote and the signing of the project it seemed as if you may not be fully comfortable with doing this type of work but you assured us that you had made a final decision and you signed all of the appropriate paperwork. With being a referral from a repeated customer of ours, we fully trusted that our team would perform, like we always do, to make you feel comfortable in the decision you made. The last thing we want is for a homeowner to feel the way you are feeling, like we bullied you into the work, as the hesitancy up front should have been enough for us to not accept the contracted work. The issues you have with the three specified openings have been heard, understood and have been attempted to be resolved with how we contracted to do the work. The front window with transom and  pool slider openings were also discussed and confirmed in email to be the retrofit application in order to match the other six retrofit windows so that all the units look the same on the exterior of the home, even though these openings would have some construction done in order to give you the looks and sizes you requested for those openings. Regarding the pool slider, whether or not the slider door was ordered as a retrofit or new construction (nail fin) the size of the door and frame would be the same. The flanges on the bottoms of the sliders are there to properly seal the door along the home. They are only ever ordered with no flange on the bottom when an existing slider track is flush with the concrete ground as there is no room for the fourth flange to seal. We are happy to repair the areas needed around the insides of the slider door openings so that you do not have the interior door casing installed. As far as the condition of the exterior stucco, we have to work with what is there and properly install the retrofits as best we can in order to know they will not leak over time. Unfortunately, not all homes can be framed and built perfectly even and straight and we will always work with these conditions as best we can. No matter what the issues, we will find a way to properly install and finish out the openings with a clean install as it has our name on it. You having another contractor come in to inspect our install tells us that no matter what we do from this point, we will not satisfy your needs. There have been numerous harsh words expressed by you towards all of our people from the day we started the project since it was not looking or going the way you intended. We had intentions of finding a resolution that would satisfy both your hopes of the project and what we know we were there to do to find a middle ground. Unfortunately due to your disrespect towards our Project Manager and employees combined with your threats of retaliation by defaming our company and now this BBB complaint you have filed we feel no matter what we end up doing at this point you will not be satisfied.  Your request for a refund has been considered, approved, and will be executed as we can not risk another material order or labor charges in hopes that we can fulfill your expectations. We will refund you the amount you have already paid us, minus the work that is already installed and completed (6ea Retro Fit Replacement Windows completed on 9/27/22)

  Business Response

  Date: 10/24/2022

  We respectfully decline the items listed from ***** ****** as an acceptable resolution to this project. A refund was considered and offered only in response to ***** ******'s request of desired resolution in the initial letter given. L&L will consider providing a new contract to re-order the 4 units ***** is requesting, windows (2 each) and slider doors (2 each), that she considers "ill-fitting". We will request an onsite meeting with ***** ****** with all involved parties from L&L to discuss in detail the items we will re-order and install so that there is no longer confusion as to what ***** hopes for and what we will and will not do. After this, a city permit from the city of Cathedral City will need to be pulled for the installation of the 4 new units. These 4 new units will be ordered as new construction units, not retrofit, as previously agreed upon so that all the installed windows and doors match on the exterior. These 4 new units will be a different application and look different from the installed retrofit windows. Once a city permit is pulled by the homeowner, as listed on our notes page, we will then create an install schedule based on material lead times and current installation schedule. We will complete the installation of the 4 new units with the approval of the city permit, as this will be the only "3rd party" inspection accepted by L&L to pertain to state licensing.

  Customer Answer

  Date: 10/29/2022

   I am rejecting this response because:

  Though I do want to get this project finished satisfactorily and as timely as possible, L&L's response is too vague to be an acceptable resolution.

  1.  Refunding my deposit, less $1000, should happen regardless as they are against CA state law in having charged, as a license contractor in the state of CA, the amount they did prior to project completion.

  2.  Nothing was mentioned about damages to my property while they were here and attempting to resolve those and to repair drywall, paint damages, and any excess caulk on the retro fit windows installed.

  3.  They left the re-ordering open ended on their part in terms of responsibility for payment.  This should not be at my expense due to poor explanation in the sales process as well as products being ordered not as discussed to adequately fit my property and to be to code.

  4.  They also leave open the re-installation and cost to bring my house back to whole with professional workmanship with the drywall and stucco work that will be needed to complete this project satisfactorily.

  5.  I need a adequate timeline considering this project should have been completed already 1 month ago with the windows/sliding glass doors ordered almost 9 months ago.  They know lead time for Milgard products and would expect to have my project attended to timely after receiving the product to finish this project.

  
  

  As far as permit, I'm willing to obtain this however having already spoken with the City Building Department I know they, meaning L&L Door and Window, has to provide me with a plan to be able to obtain a permit.  I can't just get a permit without a plan so would need this from them.

  
  

  Thank you.

  ***** ******