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:10/10/2024

  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 signed a contract with ***** from *** on 6/10 to replace my sliding, pulldown egress windows in the basement and trim. They were installed on 6/19. It was 95 they laid the old windows and metal trim on my lawn where it burned it. They did agree, to fix the damage. I checked the windows and immediately saw they put in the wrong windows. It was a one-piece window and the only way to open the window was the remove it completely from the frame. There was no trim installed either. I went out to explain that they were not the windows in the contract and there was no trim. He said he doesn't do trim and kept repeating "but they open." I said I was not paying any money until I received what was in the contract. He called the office and then ***** called me. He said his boss would not be happy and I told him that I wasn't either. He said he would order the new windows the following day and to give them one more chance. On 6/21 ***** e-mailed to bring the new window for me to see. He came on 6/26 without the window, saying it wouldn't fit in his car. I asked for a picture of the window and it took 2 requests and over a week to respond. He said the windows would take a few weeks. I contacted him at week 8 and 9 to check the status, no response. On 9/10 I was contacted. We set 9/26 for installation. I called on 9/22 to make sure they were also going to install the trim that day. They arrived on had no idea about the trim. They again installed the wrong windows. They were not egress, only sliding and were too small. There was almost an inch gap and it was filled with expandable foam and would not pass code. I was told someone would call me the following day. I emailed ***** and he said "I am almost sure both parts pop out." I said I was done with their company and needed to hire a competent contractor. I did not hear from anyone. I requested a new contract without the windows on 10/8. I will pay for the work that was done correctly but will not give them a 3rd chance.

  

  Business Response

  Date: 10/18/2024

  Dear *****,
  
  
  We deeply apologize for the way this situation was handled.  We pride ourselves on our commitment to complete customer satisfaction and, clearly, in this case we missed the mark. 
  
  
  Despite our best intentions, we did not provide the windows you wanted.  Per your request, we have removed the price of the windows from the invoice. Moreover, additional discount was applied towards the already completed work.
  
  
  Please let us know if there is anything else we can do to bring a satisfactory conclusion to you.  
  
  
  We wish you all the best moving forward.  
  

  ULB-DRY Team 

  
  

  Customer Answer

  Date: 10/21/2024

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