Complaints
This profile includes complaints for Nu Look Home Design's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 14 total complaints in the last 3 years.
- 7 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/24/2023
Type: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.
Nu Look Home Design sent a rep, Spencer, to provide me with an estimate for roof and window replacement last September (2022). While performing the walk through, the sales rep went into my unfinished attic and put his foot through my son's ceiling. An area of drywall about 3' x 3' was damaged and he promptly said Nu Look would repair the ceiling at their cost. It's now been almost a year and there's still a big hole in my son's ceiling. I've reached out to Spencer several times and am always told it will be fixed but I'm still waiting. I guess had I used them to replace my roof they would have actually repaired my damaged home but since they did not make the repair a priority I decided to go with a different company and now they've ghosted me. If they won't repair the damage they caused then they should compensate me so I can get someone else to do it.
Business Response
Date: 04/26/2023
I have spoken to ******* ****** today (4/26) and per her work schedule, we have schedule interior repairs to be completed on Thursday, May 11th. The crew will arrive in the morning between 7:30 - 8:30am. Please let me know if you have any additional questions. Thank you.Customer Answer
Date: 04/27/2023
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:02/15/2023
Type: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 recently had solar panels installed on my roof and the company installed an animal guard to keep small animals from getting between the panels and the roof and cause damage to the system. Recently I had a pest control contractor visually inspect the guard and concluded that it was damaged and squirrels and/or other animals were getting under the panels via the damaged guard.I contacted the solar panel company that installed the guard to see if they could repair or remove it to deter the animals from getting under the panels and generally being noisy across the roof. The company said the guard was not guaranteed against damage, but they could inspect it for a fee of $150 and repair or remove it if I like for an additional cost. I requested if I could have someone else repair or remove it and they informed me I could not use anyone else or I would void the warranty of both the roof and the solar panels. I requested if they could inspect the damage at no cost to me and if it was installed incorrectly or otherwise not wear and tear either repair or remove it at no cost to me. If it was wear and tear provide an estimate to repair or remove it at my cost. The animal guard was installed in September '22. I noticed it was not working properly in January '23Business Response
Date: 02/22/2023
This in response to the complaint filed. I have left a couple messages for ************** to attempt to schedule a site visit at no charge to inspect the critter guard that was installed. AS of today (2/22/2023), I have not received a call back, however I had my Solar Project Manager, *****, go out today to the property to inspect and take photos. The pictures will be reviewed by management and I will be back in touch with ************** on how to proceed with a resolution by E.O.B. on Friday (2/24/2023). I can be reached at ************ if there are any questions or if ************** would like to contact me directly. Thank YouCustomer Answer
Date: 02/24/2023
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.I received their call and have called back to leave a message. Their proposed resolution is acceptable to me.
Sincerely,
*******************Initial Complaint
Date:08/16/2022
Type: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.
My roof leaked! I have a warranty. I have water damage now to my ceiling. I have called, someone comes out and takes pictures and then they vanish. No followup phone calls and now the numbers I call the person does not answer my calls. My ceiling is now water streaked and I need it repaired!Business Response
Date: 08/29/2022
Business Response /* (1000, 5, 2022/08/22) */
After review of the homeowners file and notes in our system, it is evident they were unfortunately provided a less than ideal customer experience.
We successfully installed the customers roof on October 20, 2020. On May 17, 2022, the customer reached out to our call center re: a leaking roof. Our Service Technician called the customer on May 20, 2022 and left a message. Unfortunately there are no notes in our system after this voicemail note, so it's difficult to say if our Service Technician visited the customer's home or not in late May or June. From there, our notes indicate the customer called again on July 25, 2022 and our technician went to the customers home on July 29, 2022 to inspect a potential outside chimney flashing / leak issue that also appeared to create interior stains on the customers ceiling (drywall). During this visit, our technician re-sealed the chimney flashing noting to customer to monitor/wait after the next several rains to see if the leak continues and to call us back immediately.
On August 16, 2022, the homeowner called our call center again stating he expected a Nu Look person to be out there on this day/date; we have no notes in our system for such a scheduled appointment. On August 18, 2022, our Service Manager (not our Service Technician) called and spoke to the homeowner. We believe the leak is corrected, but because the leak stained the customer's interior ceiling, we have scheduled our interior repair specialist to repair the ceiling stains on this Thursday, August 25th at no expense to the customer; this is because we stand behind our installations/products.
We appreciate the customers patience as well as them notifying us of the issues they've experiences since May 2022. We apologize for the amount of time it took us to respond appropriately and will use this as a learning and a re-training experience internally as it is the only way we can continue to get better as an organization.
Sincerely,
Greg R**
VP of Operations
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.