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:05/17/2023

  Type:Product 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 received a "free" quote for a Pella window on April 14th from *******************. After gathering various quotes I decided to go with Valdicass. On Thursday April 27th in the afternoon I signed the contract. On Friday April 28th a person arrived at my door for "final" measurements, he was there for 10 minutes. On Saturday April 29th I received a late quote which included a door which I also need replaced. I decided to go with that company. On Monday May 1st I contacted **** and told him I needed to cancel my contract, we'll within the 3 day cancelation period guaranteed by law. They told me I would be charged $500 for canceling. I told them that was wrong and dishonest. And I was told "that is the world we live in". They had already cashed my check. I went into their office later that week and was ganged up on by ******************** and some other man. They told me I was to be made an example, but they would only charge me $200. I tried to reason with them but they were only interested in keeping my money not on customer relations. I left with a check for what I gave them minus $200. I had given them a check for $1114.16, 50% of the project cost.

  

  Business Response

  Date: 05/19/2023

  Your initial contact with us was taken seriously, and we contacted you immediately to find out details about your project. You were also given a detailed proposal that was sent to you via email the same day, which was free, as you mentioned.
  We understand you were also looking for a storm door. However, at no time was the door ever mentioned to ** in order to provide pricing throughout several phone calls, emails, and texts. We would have been happy to price that out, especially since this project was one window. Our first knowledge about you needing a storm door was mentioned the day you came to our office to complain about the fee.
  From Obeds initial contact with you, the quote was sent within 24 hours and was dated 4/14/23. On 4/24/23, you emailed **** that you would like to proceed. The final contract was signed and sent back to us on 4/27/23. You agreed to the final measure appointment before you even signed the contract. ***** went to your home on 4/28/23 to confirm measurements. The length of time he was in your home is of no consequence and has no bearing on how much you were charged.
  In summary, the total time from the initial quote to the date of the measure was 16 days. In those 16 days, there was never any mention or hesitation not to move forward. The reference to waiting on a door quote would have allowed us to hold back from sending ***** and not deposit your check to avoid this situation.
  You contacted **** on 5/1/23 to cancel. We honored the 3-day cancelation period, and we did cancel the contract. Still, per Section 5, we are allowed to recoup costs incurred by the company even if canceled within the 3 business days. The area you highlighted was incomplete, and there was more to that paragraph that was conveniently not highlighted in the photos you provided. We can prove that the section you did not highlight under the cancelation terms states per Section 5 that we are entitled to recoup our costs. There is nothing wrong with us abiding by our contract terms, and in no way is our company trying to be dishonest. These are false accusations that we take very seriously, and per the attached contract, you will find the highlighted areas that will prove
  your baseless claim.

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 20067954
  
  I am rejecting this response because: I believe I was wrongly penalized for canceling my contract within the 3 day period. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/22/2023

  We stand behind our last response, and we have provided the proper documents to prove that we are within our rights as per the signed and agreed contract. 

  Customer Answer

  Date: 05/25/2023

   
  Complaint: 20067954
  
  I am rejecting this response because:I believe they practice deception and are only out for money not to service customers. They should be ashamed of themselves. 
  
  Sincerely,
  
  *************************