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:12/27/2024

  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.

  We are building a pool and the pool company we hired uses *** to install their pool cages. After a long wait to get on the schedule, *** finally came out to install the cage the days before Christmas. They arrived late on the first day and seemed rushed to get the structure up before dark. When we went out to inspect their work, we noticed the entire north side of the cage is leaning. None of the vertical bars are straight on that side and the door is completely crooked. My kids told me it looks like a fun house and my neighbors had also called it to my attention as its very noticeable from the street. Its that bad and embarrassing. We cannot move forward with our pool project until the cage passes inspection, and this will not pass inspection. We cannot use the deck due to the structure now being a safety issue. What a disaster. This cage cost us nearly $29,000 and this is what we have to show for it- an embarrassing, unusable leaning structure. We will likely now have to redo pavers and landscaping will be impacted. We had been warned about using a pool company that contracts with *** but really liked the pool company so moved forward. Hard ****** learned. None of my neighbors used CRA and their cages look beautiful, and were less expensive. I do not recommend ***, there are plenty of other better companies who can install straight beams. See ****** and yelp reviews for photos confirming the awful installation (too large for this platform)

  

  Business Response

  Date: 01/02/2025

  Hello *****,

  I am happy your husband and I were able to connect to further understand your situation and effectively address the post-installation issues.

  Thank you for sharing your feedback about your recent experience with our team. I am therefore compelled to reiterate that we deeply regret that the installation of your pool cage has not met your expectations and for any inconvenience this has caused. Please allow me to personally apologize for the situation and assure you that we take your concerns very seriously.
  The issues you've describedparticularly the leaning structure and misaligned elementsare not reflective of the standards we strive to uphold. We are committed to delivering high-quality workmanship, and its clear we fell short in this instance.
  As we discussed today 1/2/2025 our crew, install manager, and Branch manager will be on site tomorrow to assess these concerns. We are confident that our team will be able to correct these issues and ensure the highest level of quality is met. 
  Thank you for allowing us to address this. We value your business and are dedicated to making things right.

  **** ******

  Client Experience [CRA]
  
  

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22735788
  
  I am rejecting this response because:

  The job to correct the faulty installation was not completed on 1/3 as it was supposed to be. The field supervisor told us he would return 1/6 to complete it, but our pool company reached out to him toward the end of the day, he said he could not make it due to a family emergency and he would be there on 1/7. On 1/7, our pool company reached out to the *** branch manager ******, who reported the field supervisor came onsite but did not want to get in the way of other contractors so he left without ever notifying us. He claims that he will return 1/8 but we will have contractors here all week. Due to their delay in services by ***, we cannot keep delaying the other contractors for our pool project as the project is already behind from ***. We have again been left with an incomplete job and empty promises and are out nearly $30,000 (we had to pay entire amount for **** work to our pool company to move forward with the project). 

  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 01/24/2025

  Good ******************************* has been reviewing the report and will be reconnecting with the homeowner to better address their concerns. Thank you for reaching out to us! Please standby for further action/updates.

   

• Initial Complaint

  Date:10/25/2024

  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.

  My cage is 6 months old and sustained frame damage but I have contacted *** ******** numerous times but he never returns my messages. The product failed and should be under warranty but company is horrible in communicating. I paid almost $30,000 for a cage that failed.

  

  Business Response

  Date: 11/04/2024

  To whom it may concern,
  
  We appreciate the notification of Mr. ******** concern regarding the damages incurred to his pool enclosure during Hurricane ******. Upon receipt of this inquiry, we contacted Mr. ******* Monday 10/28/24 and scheduled a field visit which was conducted Thursday 10/31/24. After further discussion with ********** on 11/01/24,  we were able to reach a satisfactory resolution to his concerns.

  We thank you for providing feedback that aids in our ability to truly provide a world class customer experience.

   

  At CRA we value our customers feedback as we strive to provide Best in Class customer service during and after the ******************** of their project! Thank you.

• Initial Complaint

  Date:07/15/2024

  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.

  Called cra numerous times and finally a manager ***** came out. This was a bad experience. He was more interested in his phone than the job. I paid cra for a screen and they did a horrible job. I wouldnt recommend!

  

  Business Response

  Date: 07/22/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for your negative experience with our service. At Commercial Residential Aluminum, we strive to provide exceptional service and quality. 
   
  After reviewing the homeowner's statement and discussing it with our team, we recognize that our high volume of work caused a delay in promptly addressing this customer's service requestthe request involved screen trimming and spline issues, which CRA is always prepared to fix. Despite our busy schedule, we should have communicated with the homeowner immediately to acknowledge the request and inform them that we were working on scheduling a visit to their property. We did send out a technician who fixed the issues, but unfortunately, he was not as engaged with the customer as he should have been. His focus on efficiently completing the repair to move on to the next service call that day led to an oversight in providing the level of personal attention our customers deserve. Our investigation concluded with learning that the homeowner wanted to avoid further contact with CRA.
   
  At ***, we deeply value our homeowners' concerns and are committed to improving our service response time to ensure it is timely and executed with care. This situation falls short of the professionalism we expect from our team, and we are addressing it internally to prevent future occurrences. We will provide additional training to our entire service team to reinforce our commitment to customer service.
   
  To address the homeowner's negative experience, we have developed a plan to resolve their complaint and make things right. Since the homeowner has requested no further contact, we are offering the homeowner an opportunity to speak directly with CRA upper management to acknowledge their experience and use it as a learning opportunity for our team. We will then send a different senior technician to inspect the property, ensuring all installations and repairs are completed to the highest standard and the homeowner is completely satisfied.
   
  The homeowner can contact *********************, Director of Operations, at ************ or ************************************ to arrange the call and visit. We want to assure the homeowner that we are fully committed to resolving this issue promptly and to their satisfaction. 
   
  We value our customers' feedback, and their satisfaction is our top priority. Thank you for giving us the opportunity to make things right.

• Initial Complaint

  Date:11/29/2022

  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.

  Gave $800.00 deposit to install new gutters on the front of our house CRI gave us a date to in September to install new gutters..no show CRI gave new date..but CRI called to reschedule a new new date never showed up and never called us with an explanation We tried calling them numerous times. no return calls from CRI Finally got someone to return our call ( ***, very rude & fowl language saying it was our fault & that we cannot get our deposit back) we didnt want our money back we wanted the service to be done.Tried calling back to schedule a date and no one returns our call Now I want our deposit of $800.00 back for they have been holding it hostage since August.We will settle this in court if the deposit is not returned to us in a timely manner.I hope you can help us with this problem to avoid court action.Thank you

  

  Business Response

  Date: 12/14/2022

  Dear *****,

  We apologize for the delay and inconvenience. After the hurricane we lost 2/3 of our gutter installers, which left to go chase hurricane work. We have been doing our best to fulfill our contracts but our lead time have unexpectedly been pushed out. We will issue a full refund in the amount of $800. Sorry again for your frustration.

   

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

  Director of Sales
  

  
  

  Customer Answer

  Date: 01/03/2023

  We thought all was solved but we were wrong. Commercial residential said they issued a check in full but never received it. Got in touch with them again and they said they would reissue a check again it might have got lost in the mail, so far no check.(games they play).I will try to contact them again which is not easy, for they dont answer phone or texts.

  Customer Answer

  Date: 01/06/2023

  Drove to commercial residential aluminum & fabricating llc Wednesday Jan. 4 2023 to pick up check.

  We received the refund in full.

  Without BBBs help this wouldnt have been resolved, so many thanks to you.

   

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