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:11/28/2023

  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.

  Last spring I got bids from 3 contractors for window replacement. I selected C's Exterior Designs because they were the only ones who brought the installer to look and he said it was probable that part of the siding would have to be removed to replace the bay window. They also agreed to paint the new window frames and I provided them with the paint information to match. The installer said the job would take only a couple of days. They said the windows would arrive in July and I paid them half up front. Finally, at the end of August, their sub-contractor started installation. The process drug out over a month, with my taking unpaid leave to be here while they worked in my house. The siding did come off, and when the windows were installed and found to be smaller than the old window, thus requiring a new blind, they agreed to pay for that. They also agreed to pay my usual painter to paint the new frames. I have e-mails on all of this discussion. Then, when their invoice came, they billed for an extra $1,520.36. I protested and asked for an explanation. They said it was due to the siding removal, even though I reminded them they knew about that from the beginning and it should have been in the original bid, or at least written there as a contingency. After, much back and forth, I gave in and paid them, but want you to take it up with them. I hear their ad every morning saying there will be no surprises with the final bill. I want the $1520.36 back plus the $255 that I paid the painter with their approval.

  Business Response

  Date: 12/09/2023

  C's Exterior Designs disagrees with the customers claim that the additional costs were a surprise. 

  
  From the initial bid through to the start of the project, the additional work was unknown but thought to be a likely possibility.  However, it is not our policy to include costs for "what ifs" or unknown work.  Our policy is to only charge for what, if any, additional work, outside of the contracted work, needed to be completed for a proper installation of all products. The final invoice, includes a  deduction of $255 for the painting and the blind and installation of the blind was paid by C's directly to the blind company.
  It is our stance that the additional work was 100% necessary and that it was explained, in depth, to the customer.  We believe that the $1520.36 for the additional labor and material was prudent and reasonable.  We will not discontinue running our television as we have faith that the ad is in no way a misinterpretation of our beliefs or policy.

  
  Attached are testimonies from the Project Supervisor, the installer ********;********* and General Manager of C's ************************* regarding the customer awareness of the additional work.
  
  Sincerely,
  *************************, Owner

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 20929506
  
  I am rejecting this response because:

  While I may have been aware that the siding was going to be removed, I was never told that was going to cost extra, let alone, how much extra that was going to cost.  That should have been made clear at the time we signed the contract, or as an addendum to the contract once the work was started.  
  
  Sincerely,
  
  ****** *** (*******) *******