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:04/15/2025

  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.

  Hired this company January of this year to have my rock replaced on the front of my home, replace the wood on my deck, and replace five windows (five windows going to four since new ones are larger). The rock and deck were done. When the windows arrived they only ordered two not four, and they were all the wrong size. This was on Feb 18th. I was told correct windows would be in in 3 weeks. I reached back out to them after not hearing any updates on March 17th and was told at that time that it would be within two weeks. At this point it has been a month. I had to reach out again on April 5th ( a Sunday) and was told that they would check with the vendor on Monday. I still havent received any type of time line for my windows. The service and communication from this company has been completely unacceptable. I am just getting the runaround with absolutely no resolution. I no longer trust them to do my windows. I want a refund for the cost of four windows and installation.

  

  Business Response

  Date: 07/10/2025

  Ms. ******* is accurate for the most part regarding her windows as when her windows arrived, they were the wrong specs (They Had No Grids, and She wanted Grids) but they were the correct size and could have been installed. Regardless, we did make the mistake of ordering them incorrect and own up to that error. We tried to get them reordered and unfortunately that small order got lost amongst other things. We have no excuse and accept that we didn't service her correctly but did make sure 100% that absolutely everything else contracted was addressed with quality in mind. We even Painted her Garage at no addiotnal cost as well as help with redoing some stonework after it was complete because she wanted a different look. We did not charge for any of this. We bundled a lot of services together and gave her a great deal on the windows and even after when she requested a refund, we cut her a check for the windows for more than our actual cost to ensure she was satisfied. We consider this matter resolved. Thank you. 

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23208243
  
  I am rejecting this response because: the windows I ordered were supposed to be without grids so this company response  is wrong there. I was specifically told by the ******* on scene the day of the window install that they didnt order the correct amount of windows and their employee **** didnt measure them correctly and that he had done this a few times and is no longer with the company. 
  At this point I am pretty much all set with this companies lack of morals. And I dont require any kind of response. 
  I am just done with them  

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

  

  Business Response

  Date: 07/11/2025

  Yes, the specifications of the windows were incorrect. That is an accurate statement of what occurred when the windows were delivered. We unfortunately never got the correct windows delivered therefore issued a refund check to Ms. ******* which was accepted and cashed. We consider this matter resolved. Thank you. 

• Initial Complaint

  Date:01/17/2025

  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.

  Extremely Disappointed with Service and Communication I hired this contractor in July 2024 to replace the siding on my home, with the additional agreement to replace three windows in the garage for an extra $2,800. The contractor assured me that the windows would be ordered and installed promptly. However, the service has been nothing short of frustrating.After waiting more than a month with no updates, I reached out to inquire about the installation, and was told the windows would be installed the following week. That week came and went, with no contact or appearance from anyone. After several attempts to reach the contractor, he finally sent someone to my home, who explained that the wrong windows had been ordered, and they would need to be re-ordered.Another month passed with no progress, despite daily promises that someone would show up. At this point, I expressed that if the correct windows could not be found, I would like to cancel the order and receive a refund. The contractor agreed to this, but since then, I have heard nothing from him. My multiple phone calls and messages have gone unanswered for over a ******** is extremely disappointing to deal with a company that is so unresponsive and unable to follow through on agreements. I paid $2,800 for a service that has not been delivered, and I am now left with no choice but to seek alternative solutions.I would strongly advise potential customers to be cautious before hiring this contractor.

  

  Business Response

  Date: 01/24/2025

  Everything has been settled. Refund was given. We apologize for the delay. 

  Customer Answer

  Date: 01/27/2025

   
  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.

  the business called me back and provided me with a great service. it was only miss communication between me and the business and everything worked out just right. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:12/04/2023

  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.

  In mid November, we signed a contract to install a patio door. We were told it would be done by the holidays. I I tried reaching out to *** just before the holidays because I hear nothing, and I get no answer but I get a call from the contractor right after he assures me that in January they would start but I hear nothing. I called in early February to *** again he does not answer, but he called me back. He says hes trying to get a hold of his contractor. He said he would give me an update. By March I cancel the job and said I wanted my 5K deposit back and he said we would get it back a month goes by and nothing. Sometime in April I get a call from his office manager and we actually come to a mutual agreement. We would receive a concession of $3500 and they would not lose out on a non-returnable door. At installation **************** his contractor was belittling my wife and being disrespectful so I call him pretty upset. He apologized and we continued ********** would say that I was being disrespectful to his crew, but this is the only reason why. During install the crew installed the screen door upside down while collecting the issue, they broke it. They have yet to replace it or fix it. After the door was installed, I was supposed to receive a check from his office manager, but because I hadnt excepted the loan they could not give it to me. I was holding out because of the lanai door that was broken. I finally approved it two months ago, medallion the finance company was gracious enough to allow this. I spoke to *** just over a month ago and he denied anything about the confession, but said that he would look into it. *** is currently not answering my calls. ********** is a dishonest man with no integrity. Unfortunately for me it was only a verbal agreement and I did not get it in writing and his office manager is no longer with the company. All I want was the concession that was agreed-upon of $3,500

  

  Business Response

  Date: 12/04/2023

  ****************, 

  We at Royal Exteriors apologize, once more, for the inconvenience in delay and overall experience you had with us. It is always in our best interest to provide our customers with the most exceptional customer service as we feel this is what sets us apart and makes us different from any other contractor. It's apparent that in this case your project did not get started or completed as soon as expected, as we initially were waiting on your door to arrive, and then get everything scheduled with our production team. We will keep our stance and remain very firm in saying that at no point was anyone from our team ever disrespectful to you or anyone at your residence or over the phone at any point. Our team was very responsive to your needs once we began the project and remained professional and respectful throughout the entire duration of the project from start to finish. We completed our final walk thru with you at completion of the project and satisfied our contractual obligation and then ensured you were satisfied with everything and even made recommendations and suggestions on other areas of your home where you are experiencing issues. While in this case, yes, we do acknowledge that your project took longer than expected to complete; I think we can both agree it was completed as promised with the quality and craftsmanship that you were expecting and wanted. Again, we apologize for any inconvenience the delay of the start may have caused you and your family, but we do wish and hope you enjoy your new space for many years to come!  

  Kind regards,

  Royal Exteriors

  Customer Answer

  Date: 12/04/2023

   
  Complaint: 20954872
  
  I am rejecting this response because:
  As stated before ********** is a a dishonest man and my fault was accepting the job after I had said no, clearly that was my mistake and now Im paying for my mistake because his crew broke the door and now does not care for fixing it. ********* has no intention of satisfying this issue so all I can do is leave my honest opinion. 
  Sincerely,
  
  *********************

  

  Business Response

  Date: 12/04/2023

  Mr. ******,

  We are sincerely sorry for how you feel about your experience. We will do whats necessary to help with any issues you are experiencing. We are not dishonest or corrupt at Royal Exteriors. Our Production team completed a final walkthrough with you and left your home with you satisfied. These statements you are claiming are erroneous and inaccurate regarding our team damaging any products or property. 
  We are more than willing to rectify any issues or problems you are having regarding any work we completed, but again were under the impression that everything was completed to your satisfaction several months ago. 
  We will have your assigned Production Manager reach back out during business hours and immediately schedule a follow up to make sure everything we worked on, is working as it should. 
  Thank you 

   

  Customer Answer

  Date: 12/10/2023

   
  Complaint: 20954872
  
  I am rejecting this response because:

  Of course we want the door fixed, but the main complaint is that the fact that we were not going to accept the Job from your company because you had no respect for our time. As shown in our communication back and forth with you we wanted the deposit back and were going with a different company. You even said that the deposit was going to be refunded!! That is all we were waiting for, then a few weeks later your office manager called me directly and after negotiations we came to an agreement of a concession back to us. Theres was no other way we wouldve continued with this project with royal without this agreement. We were extremely upset with your disrespect of our time, and now you were holding our deposit hostage. In speaking with your office manager we came to a mutual win win agreement that ultimately we would get our door even though it would be by your company and you would still get the job and not take a loss on a product that you could not return. That was the agreement, that was the only way we would allow you on our property. My last communication with you was stating that we would like the deposit returned and you said that would take of the return deposit, then out of the blue I get a call from a lady saying shes your office manager and would like to negotiate  the installation of the door and we come to the above stated agreement. Without having communicated with you at all, since saying we wanted the deposit returned, and All of a sudden theres a work crew on our private property working on the project. Can you please explain to me how this is possible, if our last communication was that, you would take of the deposit refund? How is it possible that your crew started working on the door installation when the last thing you stated to me was that you would take care of the refund?
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 12/11/2023

   
  Complaint: 20954872
  
  I am rejecting this response because:

  Of course we want the door fixed, but the main complaint is that the fact that we were not going to accept the Job from your company because you had no respect for our time. As shown in our communication back and forth with you we wanted the deposit back and were going with a different company. You even said that the deposit was going to be refunded!! That is all we were waiting for, then a few weeks later your office manager called me directly and after negotiations we came to an agreement of a concession back to us. Theres was no other way we wouldve continued with this project with royal without this agreement. We were extremely upset with your disrespect of our time, and now you were holding our deposit hostage. In speaking with your office manager we came to a mutual win win agreement that ultimately we would get our door even though it would be by your company and you would still get the job and not take a loss on a product that you could not return. That was the agreement, that was the only way we would allow you on our property. My last communication with you was stating that we would like the deposit returned and you said that would take of the return deposit, then out of the blue I get a call from a lady saying shes your office manager and would like to negotiate  the installation of the door and we come to the above stated agreement. Without having communicated with you at all, since saying we wanted the deposit returned, and All of a sudden theres a work crew on our private property working on the project. Can you please explain to me how this is possible, if our last communication was that, you would take care of the deposit refund? How is it possible that your crew started working on the door installation when the last thing you stated to me was that you would take care of the refund?
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 12/12/2023

  Hello, no it was not, amongst other issues the Lanai screen was installed upside down and when they went to properly install it, they broke the door and now it is not working properly. The project manager had the manufacture come out to inspect it and he verified this. Afterwards the project manager stated that *** would come out to look and give us options but he never came out. When I called him to ask for our concession that was agreed upon along with the fixing/replacing of the **********, he apparently forgot about me as a customer and had no idea about my negotiation with his office manager. I had to really calm down and basically re introduced my myself because apparently had no idea who was, and i finally had given him enough details to jog his memory and remember who I was, but supposedly had no idea about our negotiations with his manager, which I still stand by because I would not let him on my property without that concession now hes denying it.