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:03/10/2025

  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.

  Legacy Exteriors contracted with me Sep 2024 to r/r my home windows, I gave $10000 half of the price to build windows and install. Oct 2024, workers arrived to install windows, they waited until the end to tell me that the main window was too big and cannot be installed, they also damaged my siding removing windows. The supervisor assured me, that he would come back out the following week and repair and paint damages and also they were going to remake windows and install in about a month, however he needed $7500, the owner ***** ***** was called and after back and forth, I stated I would pay them $5K on my credit card after he assured me they would be back. 2 months went by, I received no calls and no shows, Dec 2024 I filed a dispute with my credit card. Jan 2025 the bank issued me a refund, about a moth later Legacy called and stated the windows are in and wanted to install, I told them its been 6 months and they lost my business, after several calls, threats, texts, I checked my credit card statement to find that LEGACY HOME IMPROVEMENTS not Legacy Exteriors had saved my card info and charged $10000 without my knowledge or permission thus committing fraud.

  

  Business Response

  Date: 03/13/2025

  We completed the installation of the windows, and they fit perfectly. However, there were two double-hung windows and an eyebrow elliptical window that were mismeasured. We immediately informed Mr. Forest of this issue and assured him that we would prioritize the replacement window, taking full responsibility for the mistake. At that time, he was entirely agreeable to this resolution. Mr. ******* is now claiming that we told him the replacement window would be ready in 3-4 weeks, which is completely inaccurate. At no point did we provide that timeline, as an elliptical window from our manufacturer cannot even be produced in less than 6-8 weeks. Once we received the newly fabricated window, Mr. ******* informed us that he no longer wanted it. Per our contract, which Mr. ******* signed, there is a three-day rescission period. This period had long passed, meaning he could not cancel the order once materials had been purchased. The total project cost was $20,000, for which Mr. ******* initially put down a $10,000 deposit. After installing all windows except the replacement, we mutually agreed that he would pay an additional $5,000, bringing his total payments to $15,000, while he would hold the remaining $5,000 until the replacement window arrived.Despite this agreement, Mr. ******* disputed the $5,000 payment and retracted the funds owed to us for the successfully installed windows, without valid reason. He has also claimed there is damage to his siding, which is completely false. Our team did not cause any damage, nor has Mr. ******* provided any documentation requesting a repair. Regardless, we had already offered to address any legitimate concerns, but no such damages exist. Regarding the unauthorized $10,000 charge, we sincerely apologize. Our CRM system is configured to automatically process outstanding balances if they become past due beyond a certain timeframe. Our attorneys will be reaching out to Mr. ******* in the near future to address this matter.
  

• Initial Complaint

  Date:10/15/2024

  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.

  When it comes to home improvement companies Ive seen a lot of shady stuff happening but Ive been in this business for over 15 years and theres never a shadier company than this one. Right from the top the owner and all the way down!!! This guy offered me a position because I met him 15years ago now that hes got his own business here. He made me crazy promises and I trusted him and moved across the country from ********** just to come down here and deal with the shadiest people Ive ever met!!!!! EVERYONE HERE IS SKETCHY DO NOT DO BUSINESS WITH THESE PEOPLE ONLY BY THE ***** OF GOD WILL I PICK UP THE BROKEN PIECES THAT Were CAUSED BY THIS COMPANY BECAUSE NOW I HAVE A LEASE IN *********. THANKFULLY I HAVE PLENTY OF SKILLS I CAN SUPPORT MYSELF AND FAMILY. THIS COMPANY COMMITS SHADY BUSINESS PRACTICES WITH CUSTOMERS AND EMPLOYEES

  

  Business Response

  Date: 10/16/2024

  Mike Berhame was an employee of mine who worked for Legacy exteriors for two months.  Yesterday 10/15, myself and his two manages had a performance review with him for underperformance.  During that meeting Michael got extremely confrontational to the point where I had to ask him several times to stop yelling or would need to end the meeting.  Michael did not stop, in fact he got louder and more aggressive.  Michael was an asst manager of our canvassing team and the main problem we were discussing was my other canvassers not being able to get along with him.  I told Michael that I could not have him in a manger position with him acting this irrational and he stood up and left the meeting.  Shortly after my company received negative reviews on many platforms badmouthing the company.  I reached out to Michael and asked him why he was doing such and he once again started raising his voice, so I ended the call.  I hope the BBB can not only remove this review but all monitor future reviews under alias because during the phone call he did say " the BBB and Google is just the beginning.  

  Customer Answer

  Date: 10/16/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  
  
  
  Thank you. 
  

• Initial Complaint

  Date:06/20/2024

  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.

  I am filing a formal complaint against Legacy Exteriors for unprofessional conduct and improper door installation. Legacy Exteriors provided a quote and we signed a contract to replace the entry door and frame, including replacing a doggie door. **** came to take measurements and spent 1.5 hours making inappropriate passes. On his second visit to replace the doggie door, he repeated this behavior and later sent inappropriate texts and solicited side jobs. When the door arrived, I requested that **** not return and provided the company with his texts. The non-English-speaking crew installed the door, but it was hard to close and made loud rubbing sounds. The installer claimed this was normal. Management sent the same installer to adjust the door, but it only worsened. Another visit further deteriorated the situation. The owner yelled and made threats during our conversation. They scheduled another appointment but did not show up, later claiming it was for the following week. A licensed inspector found air gaps, uneven reveals, an unlevel door and frame, misaligned locks one lock wont lock when the other one is engaged. The door leaked, causing puddles inside. I posted an honest ****** review. The company missed another scheduled visit. *****, assigned to the job, did not respond. The owner called, yelled, and threatened legal action if I didnt remove the review, accusing me of lying and refusing to acknowledge physical proof. He said, Remove the review or talk to my attorney. You have no other choice, before hanging up. A professional confirmed that due to the unlevel frame, the door cannot function properly even if other issues are fixed. He added that the door is not up to ADA *********** which requires even reveals and no more than 15 pounds of pressure to close the entry door. I am left with an improperly installed door and plan to dispute the charges. The owners behavior was bullying and unprofessional. I am ready to provide documentation of these issues.

  

  Business Response

  Date: 06/21/2024

  We regret to hear about your dissatisfaction. However, we find some aspects of your review to be completely baseless and filled with inaccuracies. As a company committed to professionalism and quality, we stand by the integrity of our work and our team's dedication to customer satisfaction. Upon review of our records, we found no indication of any noticeable gaps, or an unleveled project matching your description. Our production team has extensive documentation of the accurately leveled and fully functional door we installed in your home. Attached, we have provided photographs and videos demonstrating that your installation was completed accurately. The visual records will portray a thoroughly sealed door, evenly leveled from all aspects of both the door and frame, as well as a door that opens and closes effortlessly.  We take pride in our meticulous installation process and are confident in the quality of our workmanship. Regarding our service technician ****, we were unaware of his unacceptable behavior until it was brought to our attention. At Legacy Exteriors, we do not condone such conduct and took immediate action. **** has been terminated and is no longer affiliated with our company. We take pride in receiving compliments for the professionalism and trustworthiness of our employees. Thank you for bringing this matter to our attention so that we could address it promptly. Furthermore, It appears there may have been a misunderstanding regarding the scheduling conflict. According to our company's call records, we have documented that your appointment was scheduled for Wednesday the 19th. However, it seems there was a miscommunication, and you may have believed it was scheduled for a different day. Should you wish to discuss your concerns further with evidence to support your claims, we remain open to constructive dialogue. Please feel free to reach out to us directly at ************.

  Customer Answer

  Date: 06/21/2024

   
  I am rejecting this response because:
  Despite numerous attempts to fix the problem, each effort made it worse. Your supposed proof is invalid because I caught your employee manipulating the level device. My inspection report, done by a licensed third-party inspector, is legitimate. During my last conversation with the owner, he demanded I remove my review before addressing the door issue. He was unprofessional, rude, very aggressive and a bully. The only positive interaction I had with your agency was with **** when he came to get the contract. All other interactions were terrible. After the owner's aggressive behavior, I no longer feel safe to give permission to come into my home. Also I don't feel confident in your ability to fix my door. Your installer came out three times and failed each time. The door and frame are not level, have air gaps, and one lock doesn't work when the other is engaged. This is how your installer left the job site supposedly completed. Each time, the installer falsely claimed it was working perfectly without even checking the locks. Despite scheduling a fourth appointment, you were a no-show. I have now taken five days off work and will not be swindled again. I'm also willing to provide videos. I took on your installers last attempt where your leveling device that he was manipulating, was sitting on the frame and it clearly shows it's not leveled. In the video you can clearly see that that is your tool and the time stamp is also there. I'm willing to provide this as well to the Better Business Bureau if needed.
  

  

  Business Response

  Date: 06/24/2024

  
  As a highly esteemed company, Legacy values professionalism and clarity in our communications. We regret any misunderstandings that *** have arisen during our interactions. In reference to your comment about our owner's behavior, we respectfully disagree. You were initially approached in a polite manner regarding the review you posted on ******* However, each time we attempted to engage in conversation, we were consistently interrupted by your unfounded accusations and insults. Throughout our engagement, we have diligently fulfilled all contractual obligations and have gone above and beyond. Regarding the issue of the incorrect attachment of the front and back views of the door, we acknowledge the error and have since provided the accurate files for your review. Additionally, the video footage in our previous attached document clearly demonstrates that the door functions as intended, and the leveling device properly aligned against the frame. We assure you that no manipulation of the levels has occurred, and we have ample evidence to substantiate this. Concerning your claim about the lock not functioning correctly, please find attached a video demonstrating that the locks operate precisely as intended. As licensed experts in our field, we install numerous doors each month with a commitment to excellence. We have not received any prior claims regarding air gaps in any of our previous door installations. Based on the visual representation we have provided on this particular project, there are no air gaps evident. Our offer to assist in resolving any dissatisfaction remains open, and we encourage you to contact us for further assistance if needed
  
  

  Customer Answer

  Date: 06/27/2024

   
  
  I am writing to address recent developments regarding my complaint against Legacy Exteriors. Despite numerous exchanges, Legacy Exteriors continues to deny accountability and provide misleading information. Firstly, Legacy Exteriors refuses to acknowledge the legal inspection report, which clearly outlines the deficiencies in their work. This report, conducted by a certified inspector, is an official document that should be considered in resolving this matter. Instead, the company insists on presenting manipulated evidence. I witnessed their employee tampering with the leveling device to produce inaccurate results. Additionally, the photographs submitted by Legacy Exteriors as evidence are not from my job site; the front door in their pictures differs from mine, which can be verified by comparing it to the inspection report I provided. Due to the aggression I've experienced from the owner, I don't feel comfortable allowing them on my property, making it a safety concern. Despite giving the company numerous opportunities to rectify the situation, they have failed each time. Their continuous refusal to acknowledge a legal inspection report showing flaws in their work, along with presenting manipulated evidence and incorrect pictures, indicates their inability to properly address the problems. Therefore, I believe a refund is necessary so I can hire a professional who is competent to do the job correctly. Time is of the essence, as I recently found a puddle by my front door during rain, further indicating an issue with air gaps. If there were no issue, the door wouldn't be leaking. This must be resolved promptly to hire someone else as soon as possible, as delays could lead to mold inside the property, which is hazardous to health.
  It is disheartening to see a company repeatedly resort to deceit and manipulation. Their continuous disregard for factual evidence and official documentation is unacceptable. 
  
  
  
  
  

  

  Business Response

  Date: 07/01/2024

  Legacy admits that in the original documentation we accidentally attached the wrong file of the front view of the door, however, all the other pictures/videos including the leveling photos and videos portraying the door being fully functional with zero air gaps is the homeowner's door. We have already taken ownership in this small mistake and corrected it in our last response by including a new file. In regards to all the other issues listed we will once again state our opinion. 

  1. The videos show that the door is leveled and you clearly see the level laying flat on the surface. With 25 years in this business I have yet seen a level be "manipulated" that is laying flat on a surface. 

  2. The pictures clearly show there are no gaps in the door.

  3.  Anybody can get an inspection report - it does not mean its right. 

  4. We were called out before for the pooling of water - both times absolutely no moisture was found anywhere.  

  5.  We will gladly make another trip out and would even welcome a member of the BBB to be there to mediate. 

  I believe it is very important to also make note that the homeowner has stopped payment on her credit card for both the deposit and the completion check.  At this point, Legacy Exteriors has been paid ZERO dollars and we are still trying to help in finding a resolution.  I do not believe most contractors in our position would be willing to make a 5th trip out to a residence to fix a problem that does not exist after they have purchased and installed a custom door and sidelight system and has not been paid anything for their effort.  Our reputation means everything to us and that is why I'm still willing to assist even at this point.  

• Initial Complaint

  Date:06/17/2024

  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.

  Contracted to replace soft system trim and shutters with quality material equal to existing. Work was performed in March With subpar shutters on 3 of the 5 windows.2 windows were left with no shutters at all.I have tried to no avail to have Company live up to contract and as of today I have received nothing but lies and insults. My home is looking very bad and I live in an HOA and stand in jeporady of fines due to the shutters.

  

  Business Response

  Date: 06/19/2024

  Legacy was contracted by ***************** on 2/14/2024 and completed the install on 3/14/2024.  ***************** contracted Legacy to have her siding, trim, and shutters replaced.  During the installation process, **************** explained she was unhappy with her shutters.  I have spoken with **************** several times about this matter as has my production manager, *********************.  Every conversation has been unsuccessful in finding a resolution.  The reason **************** has expressed she is unhappy is due to her dislike of the quality of vinyl shutters. Despite having wonderful feedback from previous customer about these exact same gutters, we wanted ***************** to be happy so we gave her two options. Our first option provided her the opportunity to pick out a shutter she approved of and we would install it.  ***************** picked out an extremely expensive shutter that was four times the cost value of the original shutters she agreed to.  I was not willing to do considering the price was not even comparable to the initial quote. The second option I proposed was to reimburse the money charged for the shutter portion of the contract, and she could use that money to purchase whatever shutter she wanted.  In regards to the picture **************** attached in the complaint, we believe it sheds a poor light on us as a company and was done on purpose.  The reason the shutters are not installed properly was because ***************** very emphatically expelled our crew from the job site mid-installation. While very rudely stating "you are not installing that s*** on my house". Legacy has 100% fulfilled the contract that was signed by ourselves and *****************.  We take our reputation seriously, which is why we have still aimed to please *****************, but from a legal standpoint we did exactly what we were contracted to do. 

  Customer Answer

  Date: 06/19/2024

   
  I am rejecting this response because: this is all untrue.i have email responses from owner of ******* contrary to response. The picture is a true aspect of how my home was left because the shutters for the top was never attempted due to being the Wrong size  as well as they would have  been inferior like the bottom shutter that was installed..I tried to work with project manager and sales consultant over a month prior to being fed up and calling the owner.

  In contacting him I was insulted  and  talked down to for complaining about his staff. I gave given this ******* the names of several vendors with the quality of shutter comparable to what was on my home all within a reasonable price point 

  The last response  I received an offer to refund 2500 towards shutters. I can't purchase shutters of required quality at this price point. In addition I would incur cost to have shutters installed. ********** ******* is refusing to make good on the promises made and I feel they have ripped  off consumer who is also a disabled veteran

   

   

   

  
  

  

  Business Response

  Date: 06/19/2024

  I think this a good representation of what has gone on this entire process.  I have openly and willingly given TWO separate options to the homeowner and she does not wish to actually move forward and get this resolved.  She would rather argue over the quality of her 20 year old shutters..  I even offed to reinstall her original shutters and return her money but that was declined as well.  The amount that I offered to return to her is much more than enough for her to purchase the shutters she wants.  Im confused as to why if she thinks we are such a poor company she demands that we are the company that does the work.  Its my belief that she understands that no other company is going to give her what she wants at the price she wants.  Im willing to do either option stated in my initial response but outside of that my hands are tied.  

  Customer Answer

  Date: 06/20/2024

  I have multiple emails from opener *********************; and none of them align with his response. I have tried to provide additional companies with the size and quality of shutters  as was on my home

  I  have had to research the internet to do what his marketing **** has failed to do . I have paid out of pocket to receive samples from some of these companies.

  I have been lied to by numerous members of his company as far as telling me they had found shutter that would be ordered  and painted to my choice of color.

  When I  tried to check back with " Becca " the rep who said she would be ordering  the shutter  to see when the ETA

  Would be  I was told  by **** she no longer worked there..until I insisted I had just spoke with her. When I reached her she said she woul call me back. . I did not receive her call but I got a call from ****. He told me" shutters is not our wheel" so i will offer you $2500 towards shutters and you can find what you want. I advised him I didn't think that would be appropriate because even if I could find shutters at this price I have paid for installation with his company.

  He advised that is all he will offer for shutters and installation cost and  I advised I would seek a legal remedy .

  He advised well have your attorney call me because this is all we are willing to do.

  If email between *********************

  and myself is needed. I'm willing to comply as I did keep them all