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:09/02/2022

  Type:Delivery 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 signed a contract with ***************************, owner of Nexlevel Contractors on 11/3/21 for impact windows and doors. I ordered 2 of ************** M1000 3 panel sliding doors, 2 of ************** MG 200 36x63 windows, 2 of Mr. ***** MG 200 53x63 windows, and 1 MG **** front door. Due to backlog in obtaining materials, the order was delivered on 8/25/22, last Thursday. The installer who also delivered the order called the owner stating the sliding doors could not be installed with a permit as they would not pass inspection. The owner, ********, ask me to proceed without the permit, which I refused. The installer said he did not want to do this job because it was too complicated. I offered to wait for a different installer who was more comfortable in doing this job. On Friday, 8/26, the same installer, ****, arrives and begins installation by FaceTime receiving instructions. He continued complaining that he didnt want to do this job. Upon completion of this installation, I found deep gashes and uneven cuts made along the entire exterior molding around the sliding door frame. I called ******** voicing my concerns about the poor workmanship and asked him to come and inspect the work. He told me he was busy and the soonest he could come by would be Monday. I felt dismissed and that my concerns were not important enough to investigate.Today, 9/2, I am being pressed to hurry and accept his offer so he can move forward. I am quite uncomfortable with his offer and feel I am being taken advantage of. I am unclear of what my options are but do not want to settle for poor workmanship from this contractor.I would be grateful for your help and guidance.

  

  Business Response

  Date: 09/03/2022

  My client called me on Friday August 26 in the evening. She voiced that she had a concern but would not elaborate on the details of the concern. I asked her to take pictures and text or email them to me, I did not get any pictures. I agreed to go inspect the installation work on Monday Aug 29th or Tuesday Aug 30th. I was not available on Saturday Aug 27th. 
  I went to inspect the completed installation on Tuesday Aug 30th and I apologized to the client for the installer being unprofessional during the installation process.
  
  The original order of the 3 panel sliding doors was ************** MG1000 series. When the order was delivered it was MG1500 series, which was an error on our part. In the process of looking into this error we realized that the MG1000 series cannot be installed on stick frame construction that has a 4 1/2 inch wall frame due to the 6 1/4 inch threshold frame that the MG1000 series has. We explained to our client that if we order the MG1000 series (what was on her original order) it will not pass inspection therefore we cannot install it. The MG1500 series has a threshold of 5 1/4 inches which is ideal for this type of installation and will pass inspection. Currently the client has the MG1500 series installed. As far as the difference in price, We immediately offered to refund her the difference. 
  
  As stated in my contract we do not replace molding or sidings. While installing the impact windows the installer had to trim the existing exterior molding in order to fit the new windows. The installer trimmed them the best he could in order to keep them intact, but the moldings had termite damage. (I have pictures of this) We advised the client that in order to replace the moldings there would be an additional charge. She declined, so the original moldings stayed intact after installation. 
  The final inspection is pending. I am waiting for her final decision in order to move forward.
  
  In regards to the permit fees. Not only do we pay the cities permit fee, we also have to pay for the preparation of the permit packet & plans, filing the *** as well as the permit runner fee. Which totals to about $1200. I have all of these receipts. We do not price *****. 
  
  On Wednesday Aug 31st I texted the client.
  I again offered her the refund on the difference between the MG1000 series and MG1500 series (the MG1000 series will not pass inspection) and I told her that we would replace the molding at no cost to her. 
  I have yet to receive a response from the client.