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:05/07/2024

  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.

  We ordered windows for our lanai in February 2023. We provided a deposit of $3,800 with the understanding that the windows would be delivered and installed. We were given one date, which passed and then a second date, which also passed both with requests for ***** due to the issues with suppliers. We finally requested our deposit back and were told that they needed to get the money back from the supplier and it would be refunded. We have an email dated January 2024 that states we will receive our deposit back by March 31. The money has not been returned. We would like our deposit returned.

• Initial Complaint

  Date:06/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 signed a contract with Pasco Aluminum on 2/1/2021 to have old screening and screen door on lanai removed and replaced with acrylic windows and a new door. The contract price was $3,336.00 and we gave them a $1,723.00 deposit. The estimated date work would be done was 4-6 weeks. ***** hit and we were told that their supplier had temporarily suspended operations. We returned north for the summer with the understanding that the job was on hold until the supplier was up and running again. We checked in with Pasco periodically after our return in January of 2022 and was told that the supplier was operating at a limited level and working through the backlog. We headed back north in May of 2022 with assurance that the windows would be produced by the supplier and the job completed before we returned in November. When we returned in November of 2022 we were told to expect the job to be completed within 6 weeks. As time dragged on we suggested using another supplier. We were told a few weeks later that they had checked other suppliers but the products were inferior and they wouldnt install inferior products. After several more calls and in person visits with nothing more than empty promises of when the job would be done, we contacted a similar company to get an estimate for the job. We then signed a contract with that company to do the work, which required no down payment. We canceled the contract with Pasco on 5/12/2023 and was told we would get our money back as the supplier had not produced the windows but would have to wait 2 weeks as Pasco needed the money back from their supplier. After numerous calls and emails, the money has still not been returned. The excuse has been that only *** can authorize the money to be returned and he hasnt done that. At this point, ***** at Pasco is no longer responding to voicemails and emails. In short, we just want our money back so we can move on.

  Business Response

  Date: 06/06/2023

  The refund to the customer is being processed and will be returned to the customer, we are gladly refunding the customers deposit. The messages have been received by *************************** and he is handling this matter. 
  The customer will be contact within two weeks with the refund. Unfortunately this has taken some time due to health issues with **********************  health. He apologizes for the delay but Unforeseen circumstances have taken place. It is unfortunate, but the customers deposit will be returned. 
  

  Customer Answer

  Date: 06/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 07/17/2023

  I gave Pasco Aluminum a $1,723.00 deposit in February of 2021 for the installation of new windows and a door on my lanai. When they still hadnt done the job after over 24 months later and numerous excuses, I cancelled the job and asked for my deposit back. After many more excuses and still no money, I filed a complaint with the BBB on June 6, 2023. As a result of the complaint, Pasco promised a full refund within 2 weeks. When the 2 weeks passed with still no refund, I once again began contacting Pasco as to when the funds could be picked up. To date, I have been provided with nothing but more excuses but still no refund. I would like my money back immediately as this matter has dragged on far too long with way too many empty promises on behalf of Pasco.
  

  
  

  Customer Answer

  Date: 07/25/2023

  Please be advised that Pasco Aluminum finally wired my full refund last week so please consider this matter closed. Thanks for your assistance in getting this resolved. 

   

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

• Initial Complaint

  Date:01/03/2023

  Type:Order 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.

  Completed job price is $8600. 9/25/20 contract signed by *** the owner and myself. $2900.00 down includes permit to be retained by their company. Second check paid to them on 1/29/21 installed walls. Windows/doors measured and allegedly ordered. Have been in contact with **** daughter every several months for the past 22 months. Every time we speak with her she claims that the windows/doors will be a couple months. Last year it was Covid-19 era excuses (understandable). Now, Im not so understanding.She informed us 12/23/22 that it will be February 2023 before they show up.Ive now started researching. There is no Permit issued for our project from 9/25/20 to date. A $650 charge. We have contacted the company Custom Windows that **** daughter said were making the windows. That company has no orders for ***** acrylic/aluminum windows ordered at anytime in the past 26 months to date.Our signed contract is itemized. The walls are *******. That is all they have done. No permit is issued. That was a $610. charge that they did not obtain. We have given them $5800. I had the checks with drawn from my account within 6 days of them receiving them both @ 2900.00/ea.This does not put their company in a very good light. Im appalled at the way that they have obtained my money and not produced what we ordered.Prices have obviously increased within the last two years. They have kept my wife and I thinking were actually going to receive these. Weve been conned. Right at the start they never obtained a permit. Thats on the intentional side of a fraudulent act.If I had known that they never ordered my windows I would have settled with them and moved on to another company. A reputable one.

  Business Response

  Date: 01/02/2024

  this was resolved between myself *************************** owner of Pasco Aluminum & Screening, *** the job has been completed and ************* was satisfied to the best of my knowledge as I meet with him personally on several occasions. after the job was completed, my health has declined rapidly since this was completed, I do apologize for not responded to this. 

  ********************************;

  Owner of Pasco Aluminum & Screening, ***