Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/17/2023

  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.

  Purchased a sun room. Took a few days to get footing for said room poured which weather had a factor in a couple of those days. Sun room was built but glass in one door was broke and said would have a replacement in a couple weeks. Still have not seen said door. Didnt seal the walls and roof in corners and cold air gets in. Water leaks through between the concrete and bottom of wall. Have tried to contact concerning these problems to get them to fix it like they said they would. Tried getting them to fix it for a little over a month and a half but will not return phone calls or answer emails.

  Business Response

  Date: 01/08/2024

  Upon my first visit to the *******/******** home many pictures were shown to Shiloh.  Some include glass kickplates and transoms and some did not.  She requested a proposal that would not include these two areas having glass.  The written proposal provided to her specifically states that the kickplates and transoms would be solid.  I was invited for a second visit where I met with both ****** and *** where I was asked to provide an additional quote for a much larger room.  That proposal was accepted and a purchase agreement was prepared.  That agreement also reflects that the kickplates and transoms were to be solid.  The room was manufactured to the agreed and written specifications outlined in both documents.

  I am very sorry the replacement door has taken so long to have made and shipped to *****.  I have been notified by the manufacturer that the glass is ready to ship and hope to have a delivery date by Wednesday.

  We are more than happy to service any and all issues in the installation.  I will schedule a day and time for my installer to come to the job when ****** or *** can be present to make sure we are aware of all of their concerns and will begin work that same day to rectify them.  In the event we would need to order in replacement parts to complete the service I will make sure they are fast tracked to the job.

   

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 21018805
  
  I am rejecting this response because: I'm not willing to accept the proposal until problems have been resolved and a walk through has been done and is satisfactory. making payments on an unfinished room. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 06/10/2024

  we hired dream room to make me a sun room back in may 20 2023 . i gave them 28,7999 down and they was to start in august 20 and didnt start till october . i always had to check to find out what was taking so long they are not good at communication . they broke the glass in a window and i had to wait almost 4-5 months for it to be fixed in the mean time i complaint about the room always feeling very cold even with heaters going water sepping under the walls. my boyfriend *********************** talked to **** when they finally came out to fix the door about the air leaks the water seeping and **** gave us his number ben **** pic to **** letting him know water was still coming in . never any response back . i message **** 2 weeks a go explaining all the problems and would like him to do a walk through to show him everything that need fix he wanted a list be for he made a appointment with *** and i. i got that **** and still havent heard from him . i would like the hot room fixed right so no air leaks the water coming in a ect. i paid him way to much for a room thats not enjoyable . i had to get a lone for the rest and he went and ask the bank for the money before the a walk through was done .

  Desired Resolution: want it fixed and be reimbursed for this not getting handled in a timely matter. *** **** many email some not responded to and some that have say that he would make a appointment to make things right and still nothing has been made right .

  Business Response

  Date: 06/14/2024

  I had requested that ****** provide me with a list of the areas that she would like me to look at for possible service explaining to her that I would schedule a time to come to the job and go over the list with her and *** after receiving it.  I received a list from her along with some pictures on June 4, 2024.  I plan on being in the ***** general area next week and I will reach out to her and make an appointment to meet at the job.  As I mentioned in my email to ****** I am very happy to fix or resolve any issues that need to be addressed on the sunroom.