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:04/14/2025

  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.

  This is a clear-cut case of a contractor taking a deposit, not fulfilling any contractual obligations and refusing to issue a refund under the Consumer Protection Act Right to Rescind, the **** Cooling Off Period 12 CFR *******, and Floridas Right to Rescind ******. The contract was countersigned by all parties on January 17, 2025, and rescinded under the consumer protection act within the 3 day right to rescind; however, Dreamliner refused to refund our $5000.00 deposit. Dreamliner did acknowledge that the contract was canceled and sent a new contract on January 22, 2025; however, my husband and I did not feel comfortable signing the new contract as Dreamliner was playing games with contracts and estimates throughout the time period we dealt with them, which will be very clearly outlined below adding and omitting line items at will. Dreamliner also refused to offer any references and are not capable of handling a project of this magnitude.

  Business Response

  Date: 04/14/2025

  Im writing in response to the complaint filed by the client, which unfortunately contains misleading information and misrepresents the events and agreements made.
  The client entered into a legally binding contract with Dreamliner, under financing pre-approved through **************, for a swimming pool residential project. As per the terms of the agreementwhich the client reviewed and signed voluntarilya non-refundable deposit of 10% was required to initiate the permitting and planning process. This clause is clearly stated in the contract and was acknowledged at the time of signing.
  Following the agreement, the client made an initial partial payment of $5,000, thereby activating the project and start plans, agreed for both parties. Dreamliner immediately began work, which included engineering calculations, architectural renderings, and permit preparation, incurring internal and third-party costs exceeding $900, not including hours of labor and project coordination.
  When the remaining deposit was requested, as per the contract, the client instead requested major design changes that significantly increased the scope and cost of the project. Upon realizing the new cost would exceed her budget, the client chose to cancel the contractwell beyond the allowed three-day cancellation period.
  Moreover, we have verifiable evidence that the client submitted the work already developed by Dreamliner to multiple competing companies for new quoteswithout consentwhile negotiations were ongoing. This act is a breach of contract and misuse of proprietary work, showing clear disregard for the time, expertise, and investment made in her project.
  Despite all this, we still offered to complete the project at cost, eliminating our profit entirely, as a gesture of good faith. This was declined by the client, who instead chose to engage in public defamation, publishing false and damaging statements online, including sending unsolicited private messages to potential clients found through our business social media accounts. This behavior is not only unethical, but it is a direct attempt to harm the reputation of our company, a business that operates transparently and in full compliance with state and industry standards.
  We want to make it explicitly clear that:
  The deposit was earned, and work was performed in accordance with the contract;
  The clients actions resulted in financial loss and abuse of our services;
  The clients public claims are false, defamatory, and misleading;
  Dreamliner reserves the right to pursue recovery of losses and damages, including profit loss and legal expenses, if this behavior persists.
  We hold ourselves to the highest ethical standards and strive to serve our clients with honesty and professionalism. Unfortunately, not all client relationships result in mutual respect or responsible conduct.
  We consider this matter closed unless further legal escalation is pursued.
  

• Initial Complaint

  Date:10/23/2024

  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.

  Dreamliner built our pool cage last year 2023. They called the building inspector while they were still building. I was the only one here during inspection. I asked the building inspector why hes inspecting if the project is not complete. He said hes just checking the frames. We asked Dreamliners to come back to finish the job like missing brackets to hold the frame. Loose panels, porch iron fence on the second floor that was not done. We asked then for one year to come & complete the job. We texted, emailed & called. Our HOA from ************************* contacted them too! Now the frame got loose on those frames without support which we complained for them to repair. Instead of coming to repair it they sent us a lean for the remainder of the bill is the project is completed. We asked them to fix the cage since no brackets were placed the frames became loose & caused more damage. It was an incomplete ************** are trying to put a lien on our property. One year we asked them to come finish the job properly & they did not! Instead they sent 2 people to harass ******* husband to pay for unsatisfactory & incomplete job! Please help us resolve this matter! Thank you!

  Business Response

  Date: 10/24/2024

  Response to BBB Complaint
  Customer Name: ******* ******* and ****** *******
  
  Company: Dreamliner
  
  Dear BBB,
  
  We take all customer concerns very seriously, and we would like to clarify the events surrounding the customers project. We believe we have completed the work on the pool cage as per the contractual agreement, following all industry standards and legal requirements.
  
  Completion of Work and City Approvals:
  The project, including the construction of the pool cage, was carried out based on engineering plans signed and sealed by a licensed engineer, which were also approved by the citys building department. As part of the normal procedure, we called the city inspector to review the work, and the inspection was passed and approved by the city inspector. The citys approval confirms that the structure met all building codes and requirements at the time of inspection.
  Efforts to Address Concerns:
  After the project was completed and passed final inspection, the customer raised concerns regarding minor issues such as loose panels and missing brackets. We responded by sending workers to the site on more than three occasions to address and fix these concerns. Each time, we ensured the necessary adjustments were made. Despite our repeated efforts, the customer has continued to raise new concerns.
  Non-payment and Legal Rights:
  After fulfilling our contractual obligations and despite our efforts to resolve the customers concerns, the customer has refused to make the remaining payment as outlined in the contract. Under Florida law, we have the legal right to file a lien on the property to secure payment for the completed work. This lien was filed in accordance with our rights, as the project was completed, inspected, and approved.
  Unforeseen Weather Damage:
  Recently, the customer mentioned that their property sustained damage due to a hurricane. Its important to note that any damage caused by an act of God, such as a hurricane, is beyond our control and not a result of faulty workmanship. Our company cannot be held responsible for damage caused by natural disasters, especially after the project passed inspection and was completed.
  Ongoing Legal Process:
  We have been in communication with our attorney regarding this matter, as the customer has refused to make the final payment despite the completed project. We have acted in good faith throughout the process and remain committed to resolving this matter according to the law.
  In conclusion, Dreamliner has fulfilled its obligations under the contract, completed the work to the satisfaction of the citys building department, and addressed the customers concerns on multiple occasions. The lien was filed as a legal right due to non-payment, and we cannot be held accountable for damage caused by unforeseen natural events.
  
  We are open to discussing this matter further with the BBB to reach a fair resolution, but we stand by the quality of our work and the steps taken in this case.
  
  Thank you for your attention to this matter.
  
  Sincerely,

  Dreamliner

  Customer Answer

  Date: 10/24/2024

  Dreamliner needs to fix broken pool cage from unfinished work. They never finished a job & we ask them to finish the job. Instead they sent us a lien on the house & dates & information were changed. We informed them the whole year to come finish their job & they falsified documents & sent it to us. All we wanted for them to come finish the job. They never came back. As we agreed upon completion & satisfactory job that we will pay the last payment but falsified documents instead & sent building inspection early while being constructed. All we want if for them to finish their job & we go forward with payments as job complete. The job was not up to par & not put together. They built & theyre supposed to repair. 

  Customer Answer

  Date: 10/24/2024

  Dreamliner needs to fix broken pool cage from unfinished work. They never finished a job & we ask them to finish the job. Instead they sent us a lien on the house & dates & information were changed. We informed them the whole year to come finish their job & they falsified documents & sent it to us. All we wanted for them to come finish the job. They never came back. As we agreed upon completion & satisfactory job that we will pay the last payment but falsified documents instead & sent building inspection early while being constructed. All we want if for them to finish their job & we go forward with payments as job complete. The job was not up to par & not put together. They built & theyre supposed to repair. 

  Customer Answer

  Date: 10/24/2024

  They never returned to our property to fix anything. We live in a gated neighborhood with security. They have no record of coming back or taking initiative to answer our text. All damages was because of missing parts that caused the damage. They sent a lien papers to our home with falsified information for their benefits. They changed the dates of *** premature inspection which I personally questioned! They are responsible for this damage because the job was undone! What is a valid reason to not return & finish a job? They left not replacing or metal frames from the second floor porch! The frames to hold the cage were not installed! All loose panels were not repaired by them! They should not be in business if this is how they conduct their business!

  Customer Answer

  Date: 10/24/2024

  This is just an example that Ive been begging them to come & finish & fix their job. They also caused damage on our property & refused to acknowledge it. Instead of finishing a job as a costumer has  right to to inspect the job they refused to  acknowledge request. 

  Customer Answer

  Date: 10/24/2024

  They were not compliant with the contract! Our HOA called them they never returned the call.

  Customer Answer

  Date: 10/24/2024

  They were not compliant with the contract! Our HOA called them they never returned the call.

  Customer Answer

  Date: 10/24/2024

  Literally before Christmas they wanted to come but they never did because it was the holiday. Our family was very busy & we had quests. All they need to do was reschedule but they never did.

  Customer Answer

  Date: 10/24/2024

  Literally before Christmas they wanted to come but they never did because it was the holiday. Our family was very busy & we had quests. All they need to do was reschedule but they never did.

  Customer Answer

  Date: 10/24/2024

  Heres an example of what kind of builder they are. They change the date & sent this to us to falsify & tried to put lien in our house. They forgot that we have the date & records office has the date when it was prematurely inspected. I ask whats your motive to lie? Why not finish the job instead of lying! It was inspected in 2023 not 2024. We live in an exclusive community. Every visitor passes the gate & passes the armed security. No record of visitor & the records office of ******* was 2023. Theyll continue to lie & not do their job! Very bad people! 

  Customer Answer

  Date: 10/24/2024

  Heres their excuse that it passed inspection. The project was not even done at this time. Then as of yesterday in their papers the date changed. Tell me what motive you have well in fact the very reason the walls came apart because you did not attach it properly.

  Customer Answer

  Date: 10/24/2024

  Heres their excuse that it passed inspection. The project was not even done at this time. Then as of yesterday in their papers the date changed. Tell me what motive you have well in fact the very reason the walls came apart because you did not attach it properly.

  Customer Answer

  Date: 10/24/2024

  Heres their excuse that it passed inspection. The project was not even done at this time. Then as of yesterday in their papers the date changed. Tell me what motive you have well in fact the very reason the walls came apart because you did not attach it properly.

  Customer Answer

  Date: 10/24/2024

  Heres their excuse that it passed inspection. The project was not even done at this time. Then as of yesterday in their papers the date changed. Tell me what motive you have well in fact the very reason the walls came apart because you did not attach it properly.

  Customer Answer

  Date: 10/24/2024

  I want them to fix this if they want to be paid as we agreed upon completion. Otherwise dont harass us with false documents! We want Dreamliner to stop collecting money they do not deserve by putting false claim & falsifying documents. 

  Customer Answer

  Date: 10/24/2024

  They abandoned the job! We begged them for more than a year to complete the job! This is their fault! They should not collect if job is not completed! 

  Customer Answer

  Date: 10/25/2024

  Heres the evidence that the brackets to hold the top of the structure was not installed. The very reason that the wall moved. Act of God is not the reason its your failure to complete a job that caused this. If you have constructed a house & painted it but failed to put a roof then the act of God like rain came do not blame the act of God. Its your faulty construction & lie that caused this. No initiative to come & repair at all. They have no right to collect & they changed the dates & tried to put a lien on our property. Crime has been committed against us.

  Customer Answer

  Date: 10/25/2024

  Heres the evidence that the brackets to hold the top of the structure was not installed. The very reason that the wall moved. Act of God is not the reason its your failure to complete a job that caused this. If you have constructed a house & painted it but failed to put a roof then the act of God like rain came do not blame the act of God. Its your faulty construction & lie that caused this. No initiative to come & repair at all. They have no right to collect & they changed the dates & tried to put a lien on our property. Crime has been committed against us.

  Customer Answer

  Date: 10/25/2024

  We also contacted their liability insurance because they caused damage to our pool,They punctured a pipe that required immediate repairs & caused us thousands. They sunk our pool stones with their heavy machine. No answer from both Dreamliner & their insurance company. 

  Customer Answer

  Date: 10/25/2024

  The only time they came was trespassing. They never checked in the front gate. They entered our property in the pool cage. My dogs started barking so I checked. My husband came from work & 2 men inside our pool cage. So we asked. Can we help you? They harassed me & my husband while theyre in our property trespassing. Instead of sending workers to fix the problem they came illegally by entering a gated community with armed security. I have no idea how they got in but they got in to trespass. We need to bring awareness to crimes done to us. For the sake of these peoples well being. Do not trespass in *******. Homeowners have the right to defend themselves from criminals.

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22464635
  
  I am rejecting this response because: Because Dreamliner abandoned the job site without finishing the job properly. Walls of the gage were not properly secured. Panels were left loose. Iron banisters were not replaced. Damaged to our pool done by the workers was not reimbursed after our repairs. We contacted them for more than a year. Our HOA contacted them too because the building inspection was done before the project was completed. Dates were for inspection were changed by Dreamliner. We have all original documents. To collect find add l payment without completing a job is a crime! To falsify documents is a crime! All we wanted was for them to secure all the walls so it will not fall on us. Which actually some aluminums started falling to the ground. We also contacted them. They read our request & ignore but threaten us. So I called our HOA because of this matter. We were advised to get it fixed or do not pay for an incomplete job. The very reason for these damages is because they were not attached properly as more builders are coming to see it for consultations to rebuild. Dreamliner should not be trusted to build if they will not do satisfactory job! Alluminum falling on your head from 2 story building is not a joke! They need to fix this or else they are not getting paid because the job was not properly finished & HOA gave them 90 days to build a pool cage can can be built in 5 days. We gave them more than a year to come with multiple text & emails & phone calls. Texts were read & ignored! Documents were falsified. Dates were changed in documents. There was no initiative from their part to fix but they falsified documents for their for what? The building will stand if it was fastened properly. Screens will stay if fastened properly. A finished job that passed the homeowners walk through is a job done as agreed upon before construction! Theses are estate homes in a private community with millions. For a builder to treat a homeowner like this is a crime! 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 11/12/2024

  Thank you for reaching out with this concern. We appreciate the opportunity to provide clarification regarding the pool cage installation in question.
  Dreamliner completed this project as per the agreed specifications and requested a final inspection from the county upon completion. The structure passed inspection, confirming that all aspects of the installation met relevant building codes and regulations. This final inspection serves as verification that there were no missing or improperly installed components in the areas mentioned by the complainant.
  Regarding the recent damage sustained to the screen, we understand and sympathize with the homeowners frustration. However, the damage was caused by Hurricane ******, a severe weather event that impacted many structures in the area, including numerous pool enclosures. Such natural events are beyond our control, and while Dreamliner constructs each project to meet established protocols and local codes, even the most secure installations may be vulnerable to extreme weather conditions.
  Dreamliner is committed to maintaining high standards of safety and quality in our work, ensuring that our structures are built to withstand typical weather fluctuations. Unfortunately, natural disasters like hurricanes can impose forces that surpass standard engineering tolerances, leading to unavoidable damage.
  We stand by the integrity of our work and are available to address any further questions. Thank you for your understanding and for providing us the opportunity to clarify this matter.

• Initial Complaint

  Date:09/22/2024

  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.

  Company installed a new pool cage. It failed city inspection twice, on 4/09/2024, and again on 4/29/2024 (Building Permit #BLDA23-017095) "fbc 107 provide city reviewed documents, check hip strap and bottom cable attachment 3/8" anchor"Company has not attempted repairs, and permit expired 8/14/2024 Need a permit extension and repairs to complete structure. We cannot get it insured until it passes ****************** does not reply to emails or calls

  Business Response

  Date: 10/24/2024

  Response to BBB Complaint
  Customer Name: ******* ******* and ****** *******
  
  Company: Dreamliner
  
  Dear BBB,
  
  We take all customer concerns very seriously, and we would like to clarify the events surrounding the customers project. We believe we have completed the work on the pool cage as per the contractual agreement, following all industry standards and legal requirements.
  
  Completion of Work and City Approvals:
  The project, including the construction of the pool cage, was carried out based on engineering plans signed and sealed by a licensed engineer, which were also approved by the citys building department. As part of the normal procedure, we called the city inspector to review the work, and the inspection was passed and approved by the city inspector. The citys approval confirms that the structure met all building codes and requirements at the time of inspection.
  Efforts to Address Concerns:
  After the project was completed and passed final inspection, the customer raised concerns regarding minor issues such as loose panels and missing brackets. We responded by sending workers to the site on more than three occasions to address and fix these concerns. Each time, we ensured the necessary adjustments were made. Despite our repeated efforts, the customer has continued to raise new concerns.
  Non-payment and Legal Rights:
  After fulfilling our contractual obligations and despite our efforts to resolve the customers concerns, the customer has refused to make the remaining payment as outlined in the contract. Under Florida law, we have the legal right to file a lien on the property to secure payment for the completed work. This lien was filed in accordance with our rights, as the project was completed, inspected, and approved.
  Unforeseen Weather Damage:
  Recently, the customer mentioned that their property sustained damage due to a hurricane. Its important to note that any damage caused by an act of God, such as a hurricane, is beyond our control and not a result of faulty workmanship. Our company cannot be held responsible for damage caused by natural disasters, especially after the project passed inspection and was completed.
  Ongoing Legal Process:
  We have been in communication with our attorney regarding this matter, as the customer has refused to make the final payment despite the completed project. We have acted in good faith throughout the process and remain committed to resolving this matter according to the law.
  In conclusion, Dreamliner has fulfilled its obligations under the contract, completed the work to the satisfaction of the citys building department, and addressed the customers concerns on multiple occasions. The lien was filed as a legal right due to non-payment, and we cannot be held accountable for damage caused by unforeseen natural events.
  
  We are open to discussing this matter further with the BBB to reach a fair resolution, but we stand by the quality of our work and the steps taken in this case.
  
  Thank you for your attention to this matter.
  
  Sincerely, 

  Dreeamliner

  Business Response

  Date: 10/24/2024

  PLEASE DELETE RESPONSE WAS INPUT ON WRONG COMPLAINT - PLEASE CALL ************

  Customer Answer

  Date: 10/27/2024

   
  Complaint: 22320998
  
  I am rejecting this response because:

  This response is not even about my case, it is addressed to another customer,  ******* ******* and ****** *******. It is not pertinent at all to this complaint

  My name is ****** ****, and I provided documentation from the Cape *************************** showing that my pool cage NEVER passed inspection, and still has not been repaired

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

  Business Response

  Date: 10/29/2024

  We have completed the necessary steps to extend the permit and have submitted the payment for the extension. We are also in the process of contacting the client to arrange a convenient time for the final inspection of the screen enclosure.
  
  

  Business Response

  Date: 10/30/2024

  We have completed the necessary steps to extend the permit and have submitted the payment for the extension.We have contacted ******* and agreed to go on Tuesday 11/5 to fix any remaining issues to call the final inspection.

  Business Response

  Date: 11/07/2024

  We are writing to confirm that the complaint from Mr. ****** **** has been fully resolved. The project permit associated with Mr. ***** case has been successfully closed, with the final inspection passing without any issues.
  We appreciate your assistance in facilitating this matter and are pleased to report that it has been completed to Mr. ***** satisfaction. Please let us know if there is any further documentation or information required to finalize this report on your end.
  Thank you for your attention to this matter.
  

• Initial Complaint

  Date:04/24/2024

  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.

  Dreamliners built our 2story pool lanai. They submitted requirements to our HOA & agreed to finish job within 3 months. Job was not completed & workers left after building inspector inspected the frame. The screens are loose & some were not replaced to new screen. Leaks to gutter connections were not sealed. Metal bannisters were not replaced from the second floor. Aluminum frame fell off from the top of the frame. They also punctured our pool pipe & left without telling ******* had to call repairs on the weekend to fix ******* caused us more than 2k. The heavy machine used to build lanai cause our pool tiles to sink. The job started in July 2023 they abandoned the job . They came few months ago to collect final payments upon ************************* job as agreed upon before job started but refused to finish the job. We contacted multiple times but no answer. We need to fix & finish our lanai & resolve this project as they agreed upon our ********* Please help. Thank you so much!

  Business Response

  Date: 05/09/2024

  Job is completed. Permit is closed and pass from final inspection city. No issues. Customer refuse to do the final payment how is in contract, a lot of times already tried communications via email, txt messages, phone calls and in person, since august/2023. Last time in December she agrees to pay after Christmas and we are back in person with crew after new year and she refuse to pay again. Customer looking for things to deduct from the final payment she owes, also I spoke with the repair company she said used to repair and  the guy said me on record phone call didn't charged her this amount $2,000 for fixed the overflow (no pressured pipe, so no leaks is possible, I have letter from a pool company repair and also i was pool plumbing before and I know what I talking about).

  I already have attorneys taking care of it to Lien the house and escalate to court. If the customer paid what they owe $8,885.25 I stop the process and do the repairs she needs. No comments more here.