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:09/17/2024

  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.

  During the week of July29- Aug2,2024 Aj'saluminum Inc Lic#********** was to install 16 windows 3 arch picture windows and 3 panel sliding glass doors. 3 of the windows and 3 arch picture windows were ordered the wrong size. Aj's aluminum removed all the stucco away from all the windows, due to his company's negligence of not sealing the windows to protect from water getting in, water got in and ruined the drywall and lament wood floor. Forman was asked in person how they were to make the windows secure and dry from any water damage. Forman stated that they would use a tape that was used to keep water out.In the pictures I have it clearly shows that this was not done. On Aug. 5, 2024 Andrew J. (owner) was called and informed of water damage his company did to the house. Andrew never came out to see damage that was wet,moldy and had a very bad smell or even put fans in room to help dry room up. As of Aug. 13 floor was still not pulled up by the subcontractor that he hired which at this time the black mold and water was still on and under floor and the smell was very bad that you couldnot walk into the room and doors had to be closed. A second order of windows were ordered the end of July. On September 16 was called and again the windows that were ordered for a second time were wrong. Also as of September 16 the damages that Aj Aluminum caused has not been finished. Per a office employee which left a message on phone stating Andrew ( owner) has blocked our phone number so now we can't communicate with him directly. To make a 84 year old live in those conditions is unacceptable and very unacceptable business practices on the part of owner Andrew J. and his company

  Business Response

  Date: 09/20/2024

  For reference, the pages are numbered accordingly. 
  

  We began work on ***** *********** property, a long-term customer, on July 29, 2024, and completed it on August 2, 2024. Unfortunately, the installation of new windows could not proceed due to manufacturing errors. On August 2, 2024, we contacted the window manufacturer, who informed us that "no window will meet the required measurements" (page 43). As a result, we needed to order windows from an alternative supplier (page 56). 
  

  On August 5, 2024, following the incident with damages, ***** *******, who said she is a neighbor (who is now asserting her status as an adopted daughter), called the office to inform my secretary Jaccie that we should refrain from communicating directly with the homeowner, ***** *********, as she was distraught by the situation. Instead, we were instructed to communicate through *****. My secretary requested that ***** send photos to my mobile phone. The photos are documented on page 1; however, ***** did not respond to my inquiry and provided additional images. 
  

  I promptly addressed the issues as soon as I became aware of them. On August 6, 2024, I reached out to my insurance company (page 16-39) and informed ***** that ************** would be in contact with her (page 2). The drywall company visited on August 7 and sent me an invoice on August 9, 2024 (page 42). I also signed a proposal with ********* on August 9, 2024 (page40) to replace the laminate flooring selected by the homeowner (4 days after the incident occurred) Subsequently, I contacted the insurance company again regarding the situation (page 48). 
  

  Pages 4 through 10 document our text conversations, where ***** and I kept each other updated on the developments.  
  

  A complaint was lodged by ***** with the Contractors Licensing Board on August 26, 2024. **** ***** (Contractor License Investigator) contacted me to inform me of this complaint. 

  The drywall installation was scheduled for August 31, 2024, and the flooring was installed on September 9, 2024, as evidenced by the receipt on page 41. The new arches were expected to arrive by September 10; however, they had not yet reached my company. Consequently, my secretary Vicky reached out via email to inquire about the status (page 53). **** called Vicky to provide an updated estimated arrival date of September 12, 2024. 
  

  On September 13, Mike, the installer, visited *********** residence to double check the fit of the arches. Details regarding this visit can be found on pages *****. During a conversation between ***** and ***** on September 16, ***** communicated that Ms. *********** new installation date would be October 15, 2024. On that same day, a complaint was filed with the Better Business Bureau regarding my company. 
  We were made aware of the complaint on September 17, at which point we emailed ***** ********* (pages *****). Meanwhile, on September 18, 2024, ***** informed us that Ms. ********* "is dinosaur land, she doesn't do emails" 
  

  On September 19, 2024, our installer, ***, visited ******************** residence to retrieve the permit packet from the window. This was necessary to ensure that the packet contained the correct documentation for the upcoming inspection, thereby preventing any issues during the inspector's visit. Upon arrival, Sam discovered that the permit was not posted on the exterior of the window but was instead located on the interior. He then knocked on the door to request access to the permit. ***** answered the door, and Sam explained that he needed the permit. She inquired about the reason for the request, to which Sam replied that Andrew needed to make sure all the documentation was correct. ***** then went to speak with Ms. ********* about the situation, she stated, "No, she will make copies and send them wherever." Sam provided her with our email address and mentioned, "If you need anything else, please contact Vicky at the office. "***** then informed Sam that no one from AJ's Aluminum was permitted on the ********* property without ****** presence. Shortly thereafter, Ms. ********* came to the door to speak with Sam and was very friendly during their conversation. Refer to page 65 for the conversation that took place between Vicky and ***** when ***** called the office. 
  

  Acknowledging that the insurance process may be lengthy, I am currently covering the costs out of pocket to address the damages incurred. I have not received any payment for this job from the customer, as my contract stipulates that payment is due upon completion with no advance payment required. I am eager to resolve this matter and have been consistently reminded of the damages and perceived negligence (highlighted in orange in our texts and emails (pages 6-12, 57)) The only remaining tasks are to install the three windows, followed by the stucco and painting. Please note that the stucco and painting cannot proceed until the windows are installed. While I recognize that mistakes can occur, my priority remains on rectifying the current situation. In conclusion, as a business owner, I prioritize customer service above all else. 
  

  
  

  Customer Answer

  Date: 09/30/2024

  
  Complaint: ********
  
  I am rejecting this response because: As I reread Andrew's response to the complaint, I continue to see Andrew blame everyone else for the way he handled the water damages.

  As the black mold grew for over 14 days, many call, text and pictures were sent by ***** ******* to Andrew. Still mold was not removed. I ended up in the hospital due to the mold and stress. To date I am still under medical care.
  

  As for ***** *******, I have a bluebird deed, she is listed as an owner. ***** does everything for me that a daughter would do for a mom.
  

  My health continued to get worse due to damages with my consent ***** ******* filed a complaint on my behalf with Hernando permitting dept. When still getting excuses from Andrew and Andrew blocking us from talking to him directly, we had no other course of action but to file a complaint with the State of Florida and the BBB.
  

  In Andrews response to the BBB we learned another supplier is being used, which I am concerned all windows will not match like I wanted them too when I ordered them back in May 2024.
  The fact still remains how Andrew has handled this whole situation past and present; we must have Hernando County, State of Florida and BBB agencies involved so my best interest will be represented, and the job will be finished correctly.
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 09/30/2024

  Andrew J's response to the rejection
  
  I do not understand what we are rejecting?
  
  Andrew is not blaming anyone.
  
  Andrew was stating the facts on all of the corresponding's back and forth with ***** ******* with all the companies Andrew has contracted out to fix all of the damages.
  
  Andrew has no control over the time frame of these repairs
  
  So, Are you rejecting all of the coordinating that Andrew has put in with the companies, He is paying for to make ********* whole again?
  
  it's unfortunate that in 14 days mold grew.
  
  Unexpected storm had blown through over the weekend
  
  ***** ******* notified Andrew with photos on August 5th Monday at 3:30pm with the moldy floor photos 
  
  By August 6th Tuesday , Andrew went in person to ****** ****** *** **** to set up appointments for *********
  
  August 9th ***** ******* went to ****** ****** *** **** to pick out flooring
  
  The flooring that ***** ******* chose is specially ordered flooring. 
  
  7 Calendar days August 15th Thursday ****** ****** *** **** removed the flooring and mold.
  
  The new flooring was installed September, 9th.
  
  As far as the concerns on the replacement eyebrow/arch windows.
  
  ***** ******* was told. It is a "sister company" meaning it is the same company as *** named ******.  **********************************; deals with the same manufacturer supplier as ***. Since *** is unable to create the proper arch. ******, the sister company, has the capability to build the proper arch. The material is the same product Low E 366 Glass. The arch/eyebrows will match the bottom sash windows material wise.
  
  As far as "blocking" ***** ******* is only blocked from ******** personal cell phone. ***** ******* is able to reach ****** at the office anytime in person or over the phone. Monday thru Friday 7am - 5pm at ***************************************** or office phone ************. There are 3 secretaries that are able to help her. But One of the secretaries ***** has taken on responding and handling the situation since she is more aware in what has occurred. 
  
  

  Business Response

  Date: 10/03/2024

  ****** J***'s response to the rejection
  
  I do not understand what we are rejecting?
  
  ****** is not blaming anyone.
  
  ****** was stating the facts on all of the corresponding's back and forth with ***** ******* with all the companies ****** has contracted out to fix all of the damages.
  
  ****** has no control over the time frame of these repairs
  
  So, Are you rejecting all of the coordinating that ****** has put in with the companies, He is paying for to make ********* whole again?
  
  it's unfortunate that in 14 days mold grew.
  
  Unexpected storm had blown through over the weekend
  
  ***** ******* notified ****** with photos on August 5th Monday at 3:30pm with the moldy floor photos 
  
  By August 6th Tuesday , ****** went in person to ****** ****** *** **** to set up appointments for *********
  
  August 9th ***** ******* went to ****** ****** *** **** to pick out flooring
  
  The flooring that ***** ******* chose is specially ordered flooring. 
  
  7 Calander days August 15th Thursday ****** ****** *** **** removed the flooring and mold.
  
  The new flooring was installed September, 9th.
  
  As far as the concerns on the replacement eyebrow/arch windows.
  
  ***** ******* was told. It is a "sister company" meaning it is the same company as *** named ******.  **********************************; deals with the same manufacturer supplier as ***. Since *** is unable to create the proper arch. ******, the sister company, has the capability to build the proper arch. The material is the same product Low E 366 Glass. The arch/eyebrows will match the bottom sash windows material wise.
  
  As far as "blocking" ***** ******* is only blocked from ******** personal cell phone. ***** ******* is able to reach ****** at the office anytime in person or over the phone. Monday thru Friday 7am - 5pm at ***************************************** or office phone ************. There are 3 secretaries that are able to help her. But One of the secretaries ***** has taken on responding and handling the situation since she is more aware in what has occurred. 
  
  

  Business Response

  Date: 10/15/2024

  We are installing her windows today.

  
  If you need immediate assistance, please call our office at ************.
   
  Thank you,
  AJ's Aluminum Incorporated

   

  Business Response

  Date: 11/08/2024

  I understand that the case has been closed; however, I would like to formally add a conclusion to the documentation.

  The project successfully passed its final inspection by the county on the first attempt.

  As part of the repairs, we replaced the flooring, installed new drywall, and completed the painting.

  I personally covered the costs of this job out of pocket prior to the receipt of insurance funds, and the customer has paid the total amount in full.

  Thank you for your attention to this matter.

   

   

   

  ____________________________________________________________
  If you need immediate assistance, please call our office at 352-688-7631.
   
  Thank you,
  AJ's Aluminum Incorporated