Complaints

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• Initial Complaint

  Date:08/02/2024

  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.

  My family paid this company $450 via Cashapp to replace a broken window in early April this year - a window for an expected babys nursery. After 2 months and the birth of said baby, we were told the window was on back order. After 2 more months, we were told by the employee in charge of the window replacement that he had received the window, forgot it was in the back of his truck, accidentally broke it, and had to order another window - something he never told us at the time. By this point, we gave them an ultimatum of installing the window within the next 2 weeks or refunding us the full $450 we paid. They not only agreed to these terms, promising to have it done in time, but they told us they would not charge us the labor cost to install the new window. The 2 weeks passed and still nothing. When we contacted him to receive the refund, the employee refused to return the money via Venmo or Cashapp until we spoke on the phone. Over the phone, while laughing, the employee informed us that s*** happens and that that was why he was unable to ever come install the window in the 4 months we waited for him. Additionally, he said he would refund us only $325, stating that he would be keeping $125 for himself for removing the broken window back in April, something he never once mentioned previously during all this time. When we tried telling him we would like the full $450 refund as agreed upon previously, he refused to refund us the full amount. He then refunded us $300 via Cashapp - meaning he not only took the $125 he had just mentioned, but kept an ADDITIONAL $25 (totaling $150) of the $450 he owed us. *********************** is unreliable, unreachable, and completely incapable of following through on any of the business promises he made to us concerning this window replacement - and additionally robbed us of $150 that he refused to pay back. My 2-month-old child still does not have a window for his nursery as Mississippi continues to see triple-digit levels of heat

  Business Response

  Date: 08/17/2024

  This guy is joke. I did come by back in April and remove the window, the reason they were reimbursed $325 is because we spent 2 hours out there removing the glass that was broke and we had to pay to dispose of it as well, guess people think we work for free. The other part he is not telling is how we did try to come by twice 2-3 months ago and they werent in a position for us to come by, they were "out of town". The $450 they paid covered the labor cost on removing the window and installing the window as well as the cost of the window itself. The people I ordered the wondow from tool 2-1/2 months to get it ready for us, then when they got it ready for us we got there and it was broke. So we had to wait again, also the thing they forgot to mention is that we tried 3 times to line up with them and they weren't around for us to come by there. By the time they said we could come one of my guys ended up busting the glass in the back of my truck. So we had to re-order AGAIN, this guy has a sense of entitlement like no other. He feels like he is owed something he is not, when his wife text me complaining about the money I kept I explained to her why they were refunded what they were. Per the agreement they signed I didn't have to pay them a dime back nor will you find a buisness that is going to break every single aspect down of what they do when it comes to their invoices. With that being said the $125 that we kept paid for the labor on the 2 hours me and one of my guys spent out there removing the broken glass and silicone in window. The rest of the money covered the cost of the glass and labor to install as well as fuel cost. But we reimbursed them on this as he stated earlier, he was returned $325.00. No one works for free and we did try to come by there 2 different times to install but of course they won't tell you that. They'll do whatever they can to slander your buisness and attack you, they are just those type of people unfortunately. But although their statement has truth to it, they are lying and not telling the ENTIRE story like most people like him do. I have text messages to show what I am saying to be true. One other thing I also discussed the dollar amount that would be returned in detail with him and he didn't have a complaint nor an issue at that time when it was broken down to him. He was completely fine, it was only after a couple hours his wife text us complaining about it. So I then explained the same thing I explained earlier, the dollar amount we kept and didn't reimburse was what covered the 2 hours of labor we spent removing their glass. 

  Customer Answer

  Date: 08/20/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22084565

  I am rejecting this response because:

  Essentially, he is vastly mistaken.

  He is claiming that there were "2-3 times" that his company attempted to come by in the past 2-3 months to install the window but that my wife and I claimed to not be home.  Not only is this made up, but it's extremely laughable when you consider that our baby is only 2-3 months old so we would have DEFINITELY been home at that time - moreover, we would have been THRILLED to allow him the time and space to install said window as it is the window for said baby's nursery! 

  I also find it hysterical that he thinks admitting that one of his employees accidentally broke the glass we specifically ordered and paid for and that he waited on - he thinks it's good to admit that, and doesn't see how that might constitute bad business management.  Personally, after discussing this entire situation with family and friends, we are not convinced that he simply FORGOT to order the glass altogether and made up the employee accidentally breaking it as a way to make himself not look quite as bad - better to shift the blame to a nameless employee than to just admit you DIDN'T order something or FORGOT to order it.

  Additionally, the portion of this response about finally getting the window from the people from whom he ordered and it being broken there?  This is the first time I have ever heard that.  That seems like something my wife and I should have been made aware of at the time it happened.  So either that was something he forgot to tell us, or it's something he's just making up on the spot.  I am questioning the validity of anything this man says as his stories change into different versions each time he tells them.

  At this point, this man thinks that if he changes his story up enough times he will appear blameless and my wife and I will look like people who have nothing better to do than complain.  Believe me: I could NOT care less about this person or his business.  It's only after ALL the things he has put me and my family - including  my newborn son - through, that I felt the need to step in and see this through the proper channels.

  I am not here to badmouth or sling mud on the name of someone's small business.  I have a huge dose of ambivalence towards this person and his company. 

  I would ask the Better Business Bureau to consider everything that I have said in my responses and hopefully use them to stop someone else from entrusting their welfare, and more importantly the welfare of their loved ones, with this incompetent person.  Moreover, I leave it up to you all at the BBB to consider whether or not to share all of this with him. I am indifferent either way, but I do not want anymore contact with this person or his company whatsoever.

  Thank you for your time.

  Regards,

  *****************************

  Business Response

  Date: 08/20/2024

  This ***'s is a liar and A big one. He was to cowardly to come to me with this so he felt it necessary to try and come after my buisness even though he was reimbursed the amount he was owed. Also that was not the 1st time he was told about the glass being broken. He was told the day he requested a refund and we sent it to him. I am not required to send him money back he is not owed for the time we spent with labor taking the original window out. Matter of fact this *** wanted something for nothing is all it boils down to, not only that but I never once stated that we had try to contact them since there baby has been home. We did try to come over ther twice, we have the messages to back this claim up. This *** thinks the world revolves around him and that there are no repercussions for his actions. I will not sit back while some clown questions my character and moral fortitude, we made our end right. There was no problem on the phone when we discussed this month ago and "frankly I find it laughable" that he just now takes issue with something that at any point he could've acted like an adult and come to me about anytime. But no he wants to make up lies with zero proof and try to come at my buisness. Which by the way has been around for 5 years and never had a complaint until this little boy came around with this unfounded complaint. Because all this boils down to is he wants more money then he was entitled to, facts are his LITTLE $125.00 doesn't affect us one way or the other and the fact that he thinks it does is mind blowing, we sent him the amount he was entitled to, also had he read the CONTRACT he signed and agreed to then we didn't have to reimburse him anything.  

   

  Again we spent 2 hours of labor there taking original window out and closing it in for them. We did order the glass first problem was with the company we ordered from (this we can prove), 2nd time yeah one of my ***s made a mistake and through something in the bed of a truck *** it hit the glass. You know things happen when you work with your hands for a living and don't just look at books. With all that happening, we still gave 80% of the money back to him. That's more than he was entitled to, we were not reimbursing him for the time we spent on initial visit on labor. 

   

  I'm done with this from this point forward, if he has an issue he can reach me anytime he has my number.