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:07/03/2024

  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.

  i made a very expensive purchase for the windows shown on the receipt. Here are the issues i have encourntered up to this date..1) Glass on one window has a ***** look to it, properties in glass are seperating. Company will not cover this under warranty even though it is has a lifetime warranty.2) All the caulking they applied is seperating, no longer providing a good seal. The company will also not cover this under warranty even though the workmanship has a lifetime warranty,.3) Handle is coming apart on one and no signs of this covered under their lifetime warrany either.4) Misrepresentation of warranty and no effort made to resolve.

  Business Response

  Date: 07/03/2024

  We have talked to ***** a couple of times. Explained to him that the warranty for his windows are a manufacturer based warranty. The manufacturer went out of business in 2019. We can no longer get anything from them. We have been out before to re caulk there windows. Explained that we can come out again but it will be a labor charge. As far as the glass, we told him we could order a new piece and he would only have to pay for the glass. We would put it in for free.  We can't get a new handle. We can no longer get parts from the manufacturer. No one physically makes that part anymore. 

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 21934037
  
  I am rejecting this response because: The windows were purchased under a lifetime warranty and both the glass quality and workmanship are subpar. They should not be in business if they decide not to cover their product and workmanship they originally  claim to be warrantable for life as it is so clearly stated in the contract. If they continue to sell their product, stipulations of any type needs added to the contract so it is clear to the consumer what they cover and do not cover.. ************ clearly displays false representation for their product and workmanship and feel it is okay to s**** people over. 
  
  Sincerely,
  
  ******************************************

• Initial Complaint

  Date:02/20/2024

  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.

  I bought windows 2/17/2017. They have an all inclusive lifetime warranty. I noticed in the summer of 2021 that the inside window had a crack. I didn't call them until 12/23/21, because I was just sick about it. They were very nice and said it was covered under warranty. I wrote down every time I called them. They were going to come January 5 to measure. It had snowed and I didn't see any tracks. I called again April 13, they said it was ordered, but things were slow to get because of covid delays. In December of 2022, my boyfriend called them and gave them my number and I never heard back. April 28, I called, a girl answered and left a note for ***** to get ahold of me. May 8, 2023 ***** called me, he wanted pics from the inside and outside of house. He would be in ******** the next day and would stop by and measure it. He told me he had no record of the window being ordered. 7/28 *** called them, and they said the window was coming in on the 31st. In August they called to set up an appt to install 10/2. *** took off work, losing pay. They did not show up nor call. He called them upset because he missed a days work for this and that they should have called if they weren't coming. 11/13, I called them and told them I would be home ************************ break because I'm a teacher and would be off. Never heard anything from them again. 12/29 I drove to the ********* store. **** couldn't help me, he just does financials. ***** had just left for lunch. He was leaving him a note, in which he didn't. I didn't hear anything. I've texted ***** several times. It's been over 2 years. The crack has gotten bigger and a little piece has fallen out. Lucky it is the inside pane. I'm afraid someone will get hurt. I just want it replaced. I've tried several times to get this done on my own.

  Business Response

  Date: 03/06/2024

  We have this set up to replace the glass this Friday 3/8/24.

• Initial Complaint

  Date:01/17/2024

  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.

  We originally filed a complaint 5/16/2023. The last thing that they said in July was: We have parts on order and will get ahold of the Clarks once they arrive.The one front door was not wrapped from the factory like the other three. They blind staple the coil on the exterior. That door couldn't be factory wrapped. We will wrap it again but it does require nails just like the coil on her fascia has in it now. Its normal to have trim coil nails in the trim coil. Every home with vinyl siding and exteriors trim wraps has coil nails in it. That's how they are fasten them on. We have not been contacted in the six months we have been waiting. The issue was the door fascia/jamb needs to be REORDERED and wrapped as it was shown to us in the catalogue. Just as the other three were. This was a problem they should have fixed due to the factory sending the wrong door fascia/jamb. We purchased 4 doors just as they were in the catalogue, not having trim nailed on! We also pointed out that the weather seal on the bottom of the garage back door was damaged when installed. Now, the door wants to freeze as the seal isn't keeping out the weather. They are ignoring the situation! Let alone everything else we went over. We want this resolved. They have been given numerous pictures of the problems.

  Business Response

  Date: 01/29/2024

  We will get ahold of the Clarks and set up a time to put the new door seals on and fix what ever other issues they have

   

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21157662
  
  I am rejecting this response because: The last complaint we put in was not resolved. I was not able to respond due to surgery. I have heard nothing after they said this time that they would contact us and take care of what was wrong, just like they didn't contact us on the last complaint. 

  Clear Choice has no intention of taking care of this situation. They have damaged our j channel of the siding by pinching it with the door jamb the last time they came out. It is not in place so the door has to come out to move it, anyway. They refuse to reorder a new door jamb that is not nailed. They keep saying that is normal, that doors are installed that way. No, it's not. The catalogue they gave us does NOT show nailed door jambs! It wasn't nailed in the beginning when they put it in wrong!  

  The last complaint we put in was not resolved. I was not able to respond due to surgery. 

  The sweep on the back garage door was chewed up from their taking it out and putting it back in. The weather stripping on the side didn't fit so they attached a small piece at the bottom, which didn't stay so now there is also a gap. 

  They certainly don't follow through on any complaint through the BBB. 

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

  Business Response

  Date: 02/07/2024

  We are set up to go service the ******* doors on Thursday 02/15/24

  Customer Answer

  Date: 02/15/2024

   
  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. ***** and his employee did come out and fix the brick molding around the door, sweep and weather stripping. He agreed that if we told him the name brand and color of the siding, he would fix the jchannel and siding above that was damaged when it is warmer. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:10/30/2023

  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.

  We hired Clear Choice Exteriors to fix the weather damage on my mother's house 2 months ago. ************************* was the salesman and we talked with him about my mother being medically retired and can't afford a big payment past the insurance money. My mother's deductible is $500. I was assured they would work with us, After we paid ****** up front and when finished we paid another ****. Then they billed my mother an extra $2,379.77. That doesn't add up. Also they broke the contract. They destroyed my mothers house and fixed 1 thing they did. First, they broke the antenna on the roof, which we had to pay someone to come fix it. They broke the light protectors on the security light in the back of the house ( I pointed this out to them and didn't get replaced). They had to attach storm protectors back on the outside of the basement windows, when they did this they bolted them on with trash inside them. They destroyed 2 downspouts. They replaced 1 because you could see it from the road but the one in the back of the house they just put a new s**** in it. The downspout is sliced in the back and they didn't replace it. They also didn't clean up their trash and destroyed my mothers plants and flowers. There is no way I'm paying the extra $2,379.77 due to then breaking the contract. They put a lien on my mothers house which is completely wrong.

  Business Response

  Date: 10/30/2023

  First off. *** is not the signature on the contract. We have been dealing with *** the whole time because his mother is an elder.  We had a contract with ***********************************.  We fulfilled the full obligation on the contract in addition to a supplement on extra material that we turned into *****'s insurance company for $2510. That check was sent from *****'s insurance company on Oct. 3rd, 2023 to *****. We then billed ***** for the supplemental work and materials for the total of $2379.77.  Essentially, because ***** didn't pay the invoice that we sent on the supplemental material cost, *****  is committing insurance fraud. If ***** would like we can send a breakdown of the billing to show what was paid and what is still owed. As a response to the broken antenna, security light etc. We clearly state on the bottom of our contract that we are not responsible for other things outside our scope of work.We do our best not to damage things but sometimes in construction, stuff happens.  If ***** was concerned about these items they should have been taken down prior to us doing the work. Typically we try and work with the homeowner on issues like this but considering the circumstances with interactions with *** and his temper. We will no longer be taking care of these matters. If we are not paid, we will be taking legal matters against ***** and *** if need be. We will not be taking the lien of the home until this matter is resolved. 

  Customer Answer

  Date: 10/30/2023

   
  Complaint: 20796907
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************************

• Initial Complaint

  Date:08/28/2023

  Type:Sales and Advertising 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 company told us several lies about the installation of my windows of why the job had not been completed. Put the wrong color of trim on my windows. The salesman picked the color had me initial the paper knowing Im color blind. Instead of getting a loan for the project. They set up the payment by getting us a credit card. Did not state that this was a credit card and not an actual bank loan.

  Business Response

  Date: 09/07/2023

   We did get everything completed and the house looks great.  The trim coil was picked by the customer and signed off on. That's what we installed   We matched it as close as possible to what was there.  The other trim left on the house is faded.  If they would have let us know after the first windows were wrapped that they wanted to change we would have changed the color at no cost.  We would be willing to rewrap them what ever other color they want but will have to charge for them.

  The financing we use is through Synchrony Financial.    It is not a credit card and cannot be used for anything other than Home Projects through Synchrony's approved dealers. Its similar to a credit card in that its an unsecured line of credit, but that's about it.

  It is not a bank loan.  We don't offer bank loans.  Customers who want a bank loan usually go to their own bank or credit union and apply directly with them. 

   

  Customer Answer

  Date: 09/16/2023

   
  Complaint: 20528360
  
  I am rejecting this response because:first them salesman knew I was color blind.  
  secondly the excuse they gave me shine the color difference was due to my trim being faded. As you can see the trim on the house is darker then the trim on the windows. Third they say it is not. Credit card then why does the *************** up on the credit report as a credit card?  The excuse they used that I changed the financial part twice was due to them setting the credit card for a 18  month pay back. I told the sales person at the beginning that I would time to pay this back. So they setup the card with that 18 month pay back. If it was not paid ack in the 18 month. The intrust on the bill would be 26 %. I told them that was not going to work and that it had to be fixed. The person I talked to in thief office also stated that he would be to my house at 4:00 that day. They never showed. 
  Clear choice did send me a check for $500.00. I took that before I found v out that the bill was ona credit card. 

   

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

  Business Response

  Date: 09/18/2023

   You can pick any color you want again from the swatches available and we can start with one windows, see if you like it and then can do the rest for a cost. Whats on the rest of the house now is a faded color. We used the closest match. There is  a reason we have homeowners pick and sign off on colors.  Again we would have changed it if we had done one or two wraps and then been notified you didnt like it. Instead we were notified a week later that you dont like the color. 

  
  The financing is an open line of credit through ********************   They are not a bank.   They specialize is Home project Financing.    This is what you have and how it was explained. It is a Home Projects Card.    It can only be used with us or other approved and vetted synchrony dealers.    
  You had picked plan 924 on the original contract which was the 18month no interest if paid in full plan.   You decided you didnt want that one later on so we changed it to the plan you wanted.   If you prefer a bank loan then it would be best to contact your bank and look into a home equity loan.   Pay this one off and then you will have a bank loan. The advantage to the Home Projects card is that it is an unsecured line of credit.
  Its not tied to you home like a bank loan would be. 

  
  

• Initial Complaint

  Date:05/16/2023

  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.

  We ordered 4 doors 1/25/2022. They were installed 8/11 and 8/12, had to be reinstalled 2/8/2023. We paid $15, 520.00 for four doors to be professionally installed. The doors and cladding were great but the guys that installed them and then reinstalled them have made a mess out of them. No longer do they look nice. They have painted the scratches, nailed the cladding and painted them, did a very poor job of caulking, in either Wineberry or painted it, not clear, damaged our siding and more. I have pretty much been called a liar about what we ordered, treated very poorly by *********************** until he came to the house in December. Then he was nice as could be with my husband in the room. But he lied to us again, sent out ****** and ****, instead of his brother, *******We specifically told him NOT to send **** because he messed it up so much on the initial installation. This whole episode has caused extreme duress and anxiety over the situation. We have been trying to get these doors in, as ordered, as promised, for over a year.This company has been very unprofessional in the service and the work. We want our money refunded. The product we have left is not what we paid for. We have not contacted ***** again. At this point, the doors and trim are damaged and any further fixes would probably make it worse. We want our money back. We have documented everything with pictures, unfortunately, there isn't space enough to add all of them.

  Business Response

  Date: 05/16/2023

  We agree,  there were some issues with the original installation. Also one of the doors was wrong according to the customer even though its what the sales rep and claimed is what they wanted.  To make her happy  we reordered the door anyway and went and installed once it arrived.   Over winter there were some issues with air infiltration.  We sent a crew back over to fix. It looks like there are still some minor issues that we need to go back and fix.  We will  contact the Clarks to set up  a service date.  We will not be giving a refund as the doors are what they wanted and what the purchased.  We will continue to service the product for as long as the warranty allows like we always do. 

   

   

   

   

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 20065433
  
  I am rejecting this response because:

  They have no intention of resolving this. It has been a week since I filed. I have heard nothing from ***********************. He never called to bring the new seals after ****** was done so I didn't expect any call now. There has been no attempt to come out to look at the damages for himself. 
  
  Sincerely,
  
  *****************

  Business Response

  Date: 06/09/2023

  We are meeting with the Clarks on Monday June 12th to look at everything they would like fixed

  Customer Answer

  Date: 06/15/2023

   
  Complaint: 20065433
  
  I am rejecting this response because 

  ******************* came to the house on Monday, around 9:30.
  He refused to look at the list we had prepared or to take the *** of pictures of problems.  He said he knew about the issues.
  Every single scratch or scrape, he attributed it to the installation, stating it was common to have scratches and dents. He would provide cover paint for those. They would not replace anything that had been scratched or gouged.
  The cladding/trim on the front door has nails in it.He said that was normal. The first installation, there were no nails. After the second installation, they had to use nails.
  In reinstalling the door, they got the * channel on the left side pushed down and now it is pinched. They need to take out the door jamb, again, loosen the * channel to its former position. They also need to replace the cladding/trim so that it has no nails.
  We have to get our siding people out here to correct the * channel above the garage front door and reseal the light trim.
  According to the message through Better Business Bureau *** was coming out to see what we wanted fixed.  They arent fixing anything. They are trying to cover it up.
  We purchased NEW doors and paid for professional installation. We now have scratched up doors, gouged door jambs, missing seals and a nailed on cladding.
  He promised a different crew would come out and correct the wrongs. Today is Thursday and we have heard nothing. *ust as we expected.
  I can see why there are so many complaints. 
  
  Sincerely,
  
  *****************

  Business Response

  Date: 07/10/2023

  We have parts on order and will get ahold of the Clarks once they arrive.

  The one front door was not wrapped from the factory like the other three. 

  They blind staple the coil on the exterior.

  That door couldn't be factory wrapped.  We will wrap it again but it does require nails just like the coil on her fascia has in it now.

  Its normal to have trim coil nails in the trim coil.  Every home with vinyl siding and exteriors trim wraps has coil nails in it.  That's how they are fasten them on.

   

   

• Initial Complaint

  Date:02/15/2023

  Type:Delivery 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.

  I signed a window order on 6/2022 and paid 50% down for $13,374.00. They told me it would be around October for installation. I have called them twice since then and they keep giving me the run around about no date available for shipment.

  Business Response

  Date: 02/15/2023

  Some windows are taking longer than expected to get in.   We have had Mrs ******** windows in house for a month.  We have reached out for installation but were unable to context with her until today.  Her installation is now set for the middle of March.

  Customer Answer

  Date: 02/15/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/21/2022

  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.

  November 21, 2021 - Purchased siding, window shutters, picture window, storm/screen door.$12,000 down payment with balance of $24,645 due upon completion May 20, 2022 - installation of siding, ************** installed in April, 2022) no shutters installed, they were missing from materials. Outside lights installed except front porch light & doorbell, installers in a hurry to finish for the day and return to ******** for weekend.May 31, 2022 - The very courteous inspector and payment collector ****** came to our house took pictures of the details that needed to be finished on the job and took the balance payment of $14,195 of the total project of $24,645. He also delivered the missing shutters on that day. He took pictures of misaligned finish pieces and incomplete work.August 17, 2022 - I contacted *************************, original salesman, via email. I know this request will need to be forwarded, but I could not find an email for owners *********** on the website. ******, original salesman forwarded email and pictures to *********************Kind prompt response from salesman and No response from ***** or ********************* 6, 2022 - text message sent to ******* - no response October 11, 2022 - text message sent to ******. - no response December 8, 2022 - left phone message on Jordans phone - no response

  Business Response

  Date: 12/21/2022

  We have reached out to the Hendersons  and will take care of any issues they have as soon as the weather permits.

• Initial Complaint

  Date:10/24/2022

  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.

  I have been waiting since July for clear choice exteriors to fix the damage to my roof that this company caused. After multiple attempts at contacting them I continue to get the run around. We are coming up on winter and my roof is still damaged.

  Business Response

  Date: 10/24/2022

  The siding crew assured us they would take care of this.  The fialed to do so.  We have an appointment set this week for our rooking crew to go take care of this.

   

  Thanks for your patience

   

   

• Initial Complaint

  Date:09/08/2022

  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.

  On 10-6-2019, I signed a contract with Clear Choice Exteriors to replace the siding on my home and garage in *****, **. The agreed upon cost of the project was $37,000. The warranty for installation was 1 year. I paid $18,500 (cash) when I signed the contract and the remaining $18,500 (cash) was paid when the job was completed. The job was finished early 2020. I noticed some issues with the siding a few months later and notified the contractor. On Dec 18, 2020, I sent pictures of the issues to the contractor as he requested. I got no further response from him. I sent another text on 31 Mar 2021 and a follow up text on May 27, 2021. His employee, ******, asked me to send the pictures again. I sent 18 photos to her. No one from Clear Choice contacted me about resolving the issues. My son-in-law contacted the owner, ******, in Aug 2022 asking for help in getting the siding issues resolved. ****** promised to sent an installer out to do the work on Sep 5, 2022. The installer didnt show up. ****** rescheduled it for 7 Sep, 2022. No one showed up. Even though I initially notified the contractor of the issues prior to the end of the 1 year warranty, the ***** phase from 2020 through 2021 had an impact on the timing of things. I want Clear Choice Exteriors to honor the warranty by actually sending someone to fix the issues.

  Business Response

  Date: 09/19/2022

  We were out to address some of the issues on 09/07.   The guys will be back out to finish her issues once the material arrives to complete her service request
  

  Customer Answer

  Date: 09/20/2022

   
  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.
  
  Sincerely,
  
  *********************