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:09/27/2022

  Type:Order 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.

  The company, STL Design & Build, came out April 22, 2022 to sell us windows. We were told we were approved for financing and the windows would be in about 3 months. We gave a deposit of $1,000 on May 23. When the three month window started to close in and we had not heard from the company after repeated attempts to contact them, we became concerned and suspicous. We were able to talk to the front desk and they verified that the windows had been in and were not sure why we had not been contacted. The next time the answering front desk said that they had been short of help to install windows. Finally, the window salesman, ******* contacted us, and told us the windows were NOT in yet (which we had already been told they were). We told him we knew the windows were in and he admitted that they had been short of labor to install windows over the last few months. He said that now that three months had passed, the bank had to run our credit again, and now we did NOT qualify. We countered that it had been their fault, the windows were in and should have been installed in a timely manner, as they had initially promised. In frustration, we asked them then to give us our $1,000 deposit back. We were told now that it was not refundable. We knew that it should be refunded. We reread every word of the contract we signed and nothing in it states that the deposit is not refundable. The company swooped in with promises that were only lies. We want our deposit back from this irreputable company. Thank you.

  

  Business Response

  Date: 10/07/2022

  
  To the BBB - we have resolved this with the homeowner.
   This was their misunderstanding.  Not any wrongdoing on our part.
   The homeowner, ********** last Friday, agreed to contact you and request
  for you not to post this complaint.  And, in following the rules,
  we are responding, as has been requested.
  
  
  
  This is truly
  a very unfortunate situation AND HAS BEEN RESOLVED WITH THE HOMEOWNERS.  From contract to install in our window division (Summer/Fall 2022) we’re around four-ish months.  We receive a
  trailer of windows from our manufacturer twice a month. Our orders typically arrive at our warehouse in about three
  months.  So, they were told correctly.  However, just because they
  arrive doesn’t mean we’re installing them the next day, or even week… or even
  three!  We have an appropriate number of high-quality installers for the
  level of business we do.  When we install a homeowner’s project it’s
  determined first by their contract date and then factor in the homeowner’s
  availability.  Being
  "in-stock", is only the first aspect of getting in the “install
  queue”.
  
  From when this homeowner hired us 4/22/22 to when we would have
  had them on the schedule for installation was right at 4+ months.  I
  believe if you inquire with others, this is a very acceptable, and maybe even
  exceptional turnaround time.  One we’re
  proud to boast in our window division. 
  
  Our management team excels in planning and balancing logistics to ensure the process moves forward properly.  We
  are highly awarded - Maryland Heights residents voted us – “Top
  Home Remodeler” and by the readers of the St. Louis Post-Dispatch, “Best Home
  Improvement Company” and NextDoor voted us a “Top Favorite”.  We also
  earned a spot in the Top 500 remodelers in the nation, well actually, bragging
  here, we landed in the Top 200 – spot 193!) 
  
  We aren’t a finance company.  We offer financing through a third
  party and, if, the homeowner qualifies, they can choose to find financing on
  their own.  We don’t set credit score parameters, nor do we have any say
  in how often they re-check someone’s credit.  Each lender has their terms and
  stipulations, which
  are outlined in the contracts the customer signs with the finance company.
   
  
  We all know
  there are many expenses when moving into a home.  These homeowners told us
  they started purchasing many items for numerous projects they were working on
  and weren’t aware that they were hurting their credit. We are a
  family-owned and operated company and really didn’t want to share all that we
  are here, however these homeowners are putting a negative ‘mark’ on our good
  name and reputation for something outside of our control.  Their original deposit check to us, bounced, twice.
   All windows are custom ordered, and we’ve already paid for them,
  in full.  Is it fair for us to be out
  thousands of dollars and also refund their $1,000?
  
  We’re sorry
  they are in the predicament they are in.  We created a special arrangement with them - a
  “pay as you go” plan where we’ll warehouse their product and install as they
  can afford. We feel we are making every accommodation we possibly can to bring
  this to an acceptable conclusion.    
  
  
  
  
  

  Customer Answer

  Date: 10/18/2022

  I have four small children and a veteran husband on disability.  They require much care…and money.  This is why I find it even more ignorant that a company would not pass on information regarding the fact that we would have to requalify again in three months, claiming that they knew the windows would not be in for four months.  That lack of information caused us to lose a great deal on great windows with a great company and we are in no way trying to put a poor name to the company.  After our complaint, the lady owner of the company offered to still get us the windows at a great rate and that they would just put in a few at time, paying cash.  Even a few at time is $2,500 and we will not be able to dream of being able to do that without financing for a long while, which puts us back at square one.  Right now, we only want our deposit back of $1,000.  We need that money.  As the lady owner told me, when our credit is up, we can try to finance again.  At that time, we will put down a new deposit.  Currently, they have taken our $1,000 and given no service in exchange and that is the part that we are fighting.