Complaints
This profile includes complaints for Dreamstyle Remodeling, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 199 total complaints in the last 3 years.
- 91 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:12/28/2022
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.
Purpose: Upgrade our bathroom shower and bath area,
Contract Date: 2/4/22
Amount: $17,250.00 financed 2 years same as cash
Allow 10 to 14 weeks for delivery. May 13th would be 14 weeks
Called the sales representative on 5/23/22 to inquire on status.
They started working and completed the wall section on 5/31/22. Had to order glass to fit.
Completed glass on 7/8/22 and my 2 year financing period started.
Notified Dreamstyle in late August the shower door was leaking water onto the floor.Now looking at the installation, the shower door connects to the wall on the right side. There is approximately a 3/8" gap at the top and 1/8" gap on the bottom. The gap in the middle where the left side of the door and stationary glass meet seems to be 1/4" top to bottom. I am not sure if this is the reason for water leaking under the shower door, because the right side does not seem to be square.
They had also installed a 5" spout on the bathtub with a shower diverter, which is just a bathtub. The 5" spout barely reaches into the tub. They removed a 9" spout. (The project was supposed to be an upgrade.)
Also the shower drain was rusty underneath. (They did bring out a new drain cover so this piece is resolved)
They said they had to order parts. They have been out a few times but have brought the wrong parts. I was notified in November, the correct parts were in and scheduled time for them to install. They called me on installation day and said they didn't have the parts. The next day, November 22nd, ***** called and identified herself as the office manager, to make sure everything was installed. I let her know they had cancelled on me and she said she would find out and call me back. I am still waiting for that phone call.
Business Response
Date: 01/04/2023
Thank you for your message.
Operations Manager, ****** *. has been in contact with the vendor and is in the process of identifying a solution regarding the tub spout. All other items discussed in your complaint have been addressed and all service has been completed.
If you have any questions, please reach out to ****** at ************ * *** or ******* *., in our bath service department, at ************ * ****
Thank you.Customer Answer
Date: 01/05/2023
Complaint: ********
I am rejecting this response because: The shower door still leaks water underneath. They have been out a few times, but never fixed the issue. I told ***** this on my last phone call with Dreamstyle.
Regards,
**** *******[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]Business Response
Date: 01/09/2023
Good afternoon,
Thank you for your message.
We have you on our service schedule for tomorrow, 1/10/2023
to assess the issue with the door.
If you have any questions, please reach out to ******* *.
in our bath service department, at ************ * ***.
Thank you.Customer Answer
Date: 01/10/2023
Complaint: ********
I am rejecting this response because: Tub spout has not been resolved. **** did come out today and added spacers between the bottom of shower door and door sweep. This seems to have stopped the water from running out of the enclosure. I will let the business know if I have any issues in the future with it. Now I'm just waiting for the tub spout.
Regards,
**** *******[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]Initial Complaint
Date:12/27/2022
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.
On September 4th of this year, my wife and I signed a contract for the purchase and installation of 10 windows (Quote # *****) from Dreamstyle Remodeling of California, Inc., located at **** ******** ****** *** ****** *****. We provided a $1,000 down payment and were told that we would be contacted by December 4th to set up an installation date. When nobody from Dreamstyle contacted us by this date, we contacted them and were told the windows would not be delivered until December 19th. We left messages with *** and *****, the installation and warehouse managers respectively. We also sent an email to **** *****, the sales associate came to our home and negotiated the contract. Today, we left a message for one of their Client Advocates, ********* ****.
It is now December 27th, and we have not been contacted by ***, *****, ***a, or *********, to discuss the status of our windows or an installation date.
Thank you for helping us resolve this issue,
*** ******* * ***** *****Business Response
Date: 12/28/2022
Good
afternoon,
Thank
you for your message.
Your
Customer Advocate, ******* *. has reached out and left several messages today
to reschedule your installation for an earlier date.
Please
reach out to her at your convenience so we can expedite your project.
******* *** ************ **** ***
Thank
you.Initial Complaint
Date:12/19/2022
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.
On Aug 15, 2022 they installed a shower pan for $10,000. I have had two other previous issues. The most recent one involved improperly applied caulking where in shower wall and shower pan meet. Last week I noticed another problem with improper caulking application on another shower wall and shower pan area. I have called this company at least three times attempting to speak with ******* **** to explain. Each time redurected to voice mail. I have left voice mail messages and personally sent a text message to Luna without any response from him or his company. Today I called and left a voice mail to some executive at this company. In just a period of two months the same type of caulking problem has arisen.Business Response
Date: 12/22/2022
Good afternoon,
Thank you for your message.
******* ** has been in contact, and we have you scheduled for service on 12/21/2022.
Please reach out to ******* directly at ************ **** *** if you have any questions.
Thank you for giving us the opportunity to make this right.Customer Answer
Date: 12/22/2022
** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** ********* ** *** ***** *** *** ****** ** ****** ******* ****
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.
Regards,
***** *****Initial Complaint
Date:12/18/2022
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.
We decided to replace 16 windows in our cement block mission style home built in 1942. Dreamstyle came out, gave us a quote, and the windows were installed June 2022. The windows were installed very sloppily and unprofessionally. Roof tiles were broken, large gaps were left around the windows, glass was scattered all over inside the house so we had to hire a professional cleaners to come and clean it all up, and they kept postponing the date of installation. When we asked them to come back because the windows wouldn’t open properly, we were pushed back and pushed back and pushed back. In August someone finally came and said the windows need to be adjusted. Finally, someone came December 5 after we raised a hue and cry and said we were basically crazy—that there was nothing wrong with our windows. Now we have mold and wet seepage underneath several of the upstairs windows creating mold and dampness. Those windows are worse now than the originals. We do not like being treated as though we don’t know anything. Worst of all was when the person came to inspect, he kept going outside to have private conversations which I didn’t care for. I want to be in on what’s happening in my home. These windows cost us close to $50,000 and we feel we deserve under our lifetime warranty to have proper installation and be satisfied so that our house is warmer with the new windows. I don’t believe that we got the windows we paid for because there are not the significant improvements that we were guaranteed when the salesman “sold”us. We have not gotten copies of any reports, copies of our contract, cost of each window that we purchased, nothing that would be above board and honest under normal circumstances. When I complained to Les, general manager, that we had been waiting for six months he offered me a measly $500 check for our time and inconvenience.
Now we are going to have to contend with mold which will be much more costly. We have difficulty getting any response. Please help!Business Response
Date: 12/22/2022
Good afternoon,
Thank you for your message.
We have reviewed your project file and our Operations Manager *** ** has reached out to address the issues brought about in your complaint.
As discussed during your call, we will be calling during the week
of Jan 1st, 2023 to schedule service for a date that suits your
schedule.
If you have any questions about your project, or need to speak
with ***, he can be reached at ************ **** ****
Thank you for giving us the opportunity to make this right.Customer Answer
Date: 12/22/2022
Complaint: 1*******
I am rejecting this response because:
The company isn’t even offering to address our complaint within the seven day time. Required by the Better Business Bureau.
********
**** *** **** *********
*
*** ****** ** ** ******** **** ****** ** * ****** *** ******** **** **** * ****** *** **** *** ********* *** ********* ** *** ******** **** *** ******* * ****** *** ********* **** ** ****** *********Initial Complaint
Date:12/12/2022
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.
Poor communication, project took much longer then required, initial project crew did not have the right equipment to do the job properly, installed the wrong hardware, flooring not flush to the walls, and trim was taken off for flooring damaged and not properly replaced as it was prior to project. I was unable to get return calls, I had to call several times leave messages and call again, waiting for up to a week after several call to hear from someone. I was told the project on initial sale would take a couple of days to complete, sale in June with poor knowledge of measurements and materials, confusion on doors and shower pan size, found out after down payment and project started. Project not started until July with wrong materials and no shower doors with install found out after several calls someone had to come out and measure for glass and doors still which never got passed on to be done. Protect took 3+ months with me having to call to get any information, worst customer service ever. I would like an invoice with itemized expense , materials , labor etc. Asked for a partial refund after all the issues and amount of time without a bathroom was told I would be talked to about that after project was completed never received a call back and I have called and left messages with no return calls. Very frustrating for the amount of money spent. Disappointed in the entire experience. Financial company also told me someone would contact me to file a complaint and no one called or emailed me, as I made it clear when I spoke to them on 2 occasions to not pay Dream style, the project was not resolved yet, and I am receiving bills now with no call backs for Dream style.Business Response
Date: 12/19/2022
Good
afternoon,
Thank
you for your message.
We
have reviewed your project file and our Operations Manager ***** *. has reached
out to address the issues brought about in your complaint.
Please
reach out to ***** directly to discuss the details of your complaint so we can
agree upon a resolution.
*****
can be reached at ************ **** ***
Thank
you for giving us the opportunity to make this right.Customer Answer
Date: 12/27/2022
I have tried to contact ***** at dream style by email the 14th and 19th of December and called November 4th and December 22nd leaving messages with no response. Case #********hard to respond in 7 days from bbb email if no one can call you back or answer an email from dream style.Business Response
Date: 12/28/2022
Good
afternoon,
Operations
Manager, ***** Z. has left you a voicemail and has sent and email where you may
reach her.
Please
reach out to her to discuss these concerns over the phone.
She
can be reached at ************ **** ****
Thank
you.Customer Answer
Date: 01/05/2023
Complaint: ********
I am rejecting this response because:
Regards,
****** ******I have tried to contact ***** at dream style by email the 14th and 19th of December and called November 4th and December 22nd leaving messages with no response. Case #********
hard to respond in 7 days from bbb email if no one can call you back or answer an email from dream style. Please let me know what else I need to do? Nothing resolved.To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]Business Response
Date: 01/06/2023
Good afternoon,
***** Z. has just left you a voicemail and provided you her
office # as well as her cell phone. She has also reached out via email.
We have you scheduled for service on January 14th,
2023 to accommodate your schedule.
Please respond to *****’s email or to one of the numbers
left in your voicemail if you have any questions.
Thank you.Customer Answer
Date: 01/20/2023
Spoke with ***** 12/28/2022 about receiving half of my down payment back, have still not heard back about that. Explained issues, base board never being replaced having to do it our selves with no one coming out to assess all the issues and the project as I was told would happen after shower doors were put in. Explain a hole was left in the wall from when the wall panels were put up, and that base boards did not cover up. I sent images with being told a fry Waller could come out to repair it on Saturday after the holidays which would of been 1/7/2023. Called and spoke to ***** on 1/6/2023, at that time was told edging for the shower walls were also missing leaving a rough edge and the edging and wall would be fixed 1/14/2023. Still no answer for money back due to all the issues and prolonged repairs and project completion and no one really knowing what was completed or “not completed”. Was told she would check on availability of materials and get back to me with plan to schedule the 14th. I received no call backs, called ***** 2 times the 13th to see what was going on and No returned call, no one showed up or called Saturday the 14th, and now Thursday 1/19/2023 still no update or return call. This is how this project has been since the day it started and down payment was given in June of 2022. Very unprofessional and should have been resolved months ago with a manager coming out to the house to assess the issues right away. I deserve a refund of my down payment, for my time, dream styles lack of professionalism, poor communication and ability to complete a project in a timely matter as promised on sale.Business Response
Date: 01/24/2023
Good afternoon,
Thank you for your message.
Senior Project Manager, ***** *********, has been in contact
to schedule a time to review your project in its entirety that suits your
schedule.
Please reach out to ***** at ************ **** *** once you
have determined what date will suit your schedule and we will find a resolution
for you.
Thank you for giving us the opportunity to make this right.Customer Answer
Date: 01/31/2023
Please do not close this complaint, nothing has been resolved as of yet, still waiting for ***** to come out and assess the project, as well as money back.
Thank you, ****** ******Customer Answer
Date: 06/30/2023
Agreed on a settlement for partial refund was 750.00 to 1,000 dollars with ***** at the Englewood CO office due to poor customer service and lack of ability for the company to complete the work in a timely and correct manner taking over 6 months with several service calls confusion from the very beginning and different contractors every visit without completing the work until finally 6 months later with multiple calls not returned. Finally after my first bbb complaint #******** ***** contacted me. More confused contractors sent work not completed, then ***** left the Englewood office without completing the project or refund. ***** finally called came out and let me know ***** was gone to NM office. ***** looked over all the unfinished work and finally sent someone that knew what was not completed and finished the job. This small bathroom project should have never taken this long for the amount of money, unprofessional customer service, and work. ***** then handed me back over to ***** who I tried getting things done with prior to *****. ***** agreed to complete my refund now she dropped it to 500.00 since ***** failed to complete the amount we discussed. Again promised to be called back , no call, had to call again ***** said she would call me with an update and nothing no check no return call. Left messages with ***** and ***** and nothing, no call backs. It’s been a year since this project started. Worse experience ever!!!! Asked for a contact to the owners in NM and was told there was not one to call to get this resolved. Tossed around by office staff and multiple contractors so unprofessional and poor project management #******** original complaint.
Refund; Billing adjustment
Business Response
Date: 07/06/2023
We will continue to follow up, thank you.Business Response
Date: 07/12/2023
We agree to honor the refund request, we will process the refund in the next 5-7 days.Initial Complaint
Date:12/08/2022
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.
On August 8,2022 I signed a contract for 2 bathrooms to be remodeled. On the contract and from the office I was told it would be 6-8 weeks delivery. Around week 13 (understanding shipping is behind) I texted/called to ask what’s going on. Finally around week 16 I had one of the two bathrooms installed. I was told it would be a group of people and done in a day. But It was one single guy that did two very long days leaving at 7:30pm and then on the 2nd day leaving at 9:45pm. Both days started between 7:30-8am. Seeing that it’s a long day and dark by the end of the day, and only one guy by hisself. I noticed the next morning the doors were in backwards and the caulking is everywhere to include finger marks smeared across the new walls. (See photos) I called and was told someone would call and fix it. About 10 days after that I still haven’t heard a word so I called again. At that time I was told they hadn’t heard about the doors being wrong just the caulking. And said they’d would get back in touch with me. They never called back, so I called again today which is one week post the last call. The worst part is I’ve been talking to a ******* *** * ***** who happens to be the managers which both of them pushed it back onto the sales rep. Who than in turn told me he has to call them and can’t do much about it without those two managers. The only updates or information I get is when I’m calling them. At this point I’ve paid them just under 17,000.00 with no finished product and managers not following up to even communication. I’m not asking for money back in the shower they’ve started but not finished, I’d like it repaired and brought up to standard( doors put on correctly and caulking fixed see attached pictures.). But I want a refund on bathroom they have not started and told me the tub that was shipped was cracked (see text dated 10/17/2022). So I’m now 7 weeks since that text. The deposit payment for that bathroom is 4,688.00. But because of the end results of the 1st bathroom and the run around and having to deal with the passing blame onto the sales representative who really can’t help me. Also we are at 4 months since I signed the contract and 2 months post the dates they said it would be delivered on. (See attached contracts). I was also told they do both bathrooms someday but had that happened we wouldn’t have been able to shower for 4 days (see attached texts) but because I complained they did one (still an unfinished product). I’m lost and feel taken advantage of. I also feel they say whatever to get the sale. I’ve paid but I see no return for my money nor have I received timely communication responses.Business Response
Date: 12/19/2022
Good
afternoon,
Thank
you for your message.
Our
management team has reviewed your project, and per your request, we have agreed
to cancel the second bathroom project without penalty and will be issuing a
refund of the deposit for the second bathroom.
Our
service team will be out to your home the week of Dec 12th to remedy
the issues mentioned in your complaint relating to the first bathroom.
Please
reach out to ****** ********** ** ************ * *** if you have any questions
throughout the completion of the service.
We
thank you for your message and appreciate you giving us the opportunity to make
this right.Initial Complaint
Date:12/07/2022
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.
I sign a contract to replace and install new shower. I told him I need to travel overseas to book ticket, please give me a start date. I paid $6200 advance and made so many attempts to get a start date. Two months I didn’t get response and I call and cancel contact. I still don’t get the refund. ********* *******Business Response
Date: 12/19/2022
Good
afternoon,
Thank
you for your message.
We
have reviewed your project file and our Operations Manager *** *. has reached
out to address the issues brought about in your complaint.
Please
reach out to *** directly to discuss the details of your complaint so we can
agree upon a resolution.
***
can be reached at ************
Thank
you for giving us the opportunity to make this right.Initial Complaint
Date:12/06/2022
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.
First contacted service for my "warranty repair" back on Nov 1 - Still have yet to have a Tech onsite. Spoke to one that seems to know what the problem is but still "waiting for parts" to come in - OVER A MONTH!!Business Response
Date: 12/08/2022
Good
afternoon,
Thank
you for your message.
Tom
C****** our productions manager from the spa department has your replacement
pump on order.
This
part is due to arrive to us within the next 10 business days and we can get you
on our service schedule for install on 12/23/2022 if this suits your schedule.
Please
call Tom directly at ************ to confirm if this time is agreeable, or to
let us know when is a convenient time for us to come by and complete the
service.
Thank
you.Customer Answer
Date: 12/09/2022
Better Business Bureau®:
I have reviewed the response made by the business in reference to complaint ID ********. If this is the soonest available I guess I have no choice but to accept the appointment on the 23rd. If Dreamstyle was as ambitious on the after-sales service as you are are during the sale, I'm sure you would have a lot more repeat customers. Fortunately for you, we live in a city that there are not many options.
Regards,
******* ****Initial Complaint
Date:11/27/2022
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.
I signed a contract on August 24,2022 with Dreamstyle Remodeling to stucco my wood paneled house and detached garage. I told the sales agent I had a huge family event on October 8th where family would be traveling from all over the country to stay with me and asked if it was possible to have the job completed beforehand.
He consulted with Antonio, the stucco supervisor, and they both gave me a written completion date of October 7, 2022.
My house had scaffolding erected all around it in early September and shortly after the team came and applied the waterproof paper and metal lath. And then that is how my house sat for close to 2 months. They left giant piles of construction materials and all of their garbage in front of my house as well as cigarette butts and soda cans.
I had to cancel all of the guests coming to my home and since it was balloon fiesta weekend, they couldn’t find other lodging and had to cancel their trip altogether.
My home collects rainwater as a main part of our water usage. We have 3 tanks that have been rendered useless as all of the gutters and piping to the tanks was removed in September. The rainwater and snow melt has been pouring on the ground and eroding the land around and under my home for close to 3 months.
Sometime in early November, a team came and put up the layer on concrete/stucco base in my home. They sealed over two outdoor outlets. They were able to excavate one of them as I knew exactly where it was located, but never found the second one. It is still sealed over.
They broke a window on my garage in September and it has still not been repaired.
When they were putting plastic wrap around to protect windows from getting primer paint on them, they covered over the air intake and CO2 exhaust for my gas water heater. I found this when my hot water heater stopped working.
The job is still incomplete. It is November 27, 7 weeks past their scheduled completion date. My house still has piles of garbage everywhere.Business Response
Date: 11/28/2022
Good
afternoon,
Thank
you for bringing these concerns to our attention.
Our
Operations Manager, Les B. has been in contact with you to set up a site visit
and to begin the work to resolve the issues brought about in your complaint.
If
you have any questions between now and your start date of 12/1/2022, please
reach out to Les directly at ###-###-####.
Thank
you for giving us the opportunity to make this right.
We
look forward to seeing you on Thursday.Initial Complaint
Date:11/17/2022
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.
see Attached document
I signed a contract 05/21/22 for window replacements they were installed in Sept. At time of install the window was dropped and broken The window was installed and replaced 3 weeks ago
Business Response
Date: 11/25/2022
Good afternoon,
Thank you for your message.
We have reviewed your contract and the finance plan documents for
your project. At the time of sale, your different finance plan options were
presented and the plan that was agreed upon was the 144 months @ 4.99% plan. If
you had selected the 24mo SAC plan, your design consultant would have discussed
those pricing options for you as that plan has lower discounting
available. The 4.99% option is paired with the deeper discounting
and lower contract price.
Upon your selection of the 144 months, 4.99% plan, the lender
required an e-signature to move forward and lock the terms, the signature was
accompanied by a description of the plan terms along with the loan amount.
If you would like more information on your financing, or to speak
to someone in our finance department, please call ************ *** *** ** ***** **** ******* ******** ******* ******
Thank you.Customer Answer
Date: 12/15/2022
That is not how it went down* *** ********** was the sales agent, and he was aware I wanted a 2-year plan, or I would not have proceeded, he stated the terms of the payment would be worked out with the finance company. I even asked the supervisor of the install the terms of the sale were not spelled out in the contract. he stated he would notify the sales agent. I even notified **** the supervisor when I received the first statement and he stated he would notify both sales agents. You cannot get anyone to answer your calls or talk to you.They either agree to what i wanted at time of the sale or I will start posting negative postings. As you read my previous notation, I have tried multiple times to resolve this and no one from that company calls me back. Even when **** gave me a phone number to contact the finance company, he gave me nonworking numbers.If you need more information, please feel free to contact me. I will never recommend this company, they have deceptive sales practices, and their customer service is extremely lacking'Sincerely,***** **********Business Response
Date: 12/22/2022
Good afternoon,
Thank you for your message.
Our Finance Manager, ******* ** *** ********* ***** ******** **** ** have been in contact to discuss the possible solutions for the issues brought about in your complaint. Our team was able to explain the details and terms of your current plan as well as several alternate options.
Per your request during the conversation, we will keep the finance plan the same as originally selected.
If you would like to speak to either ******* ** **** ********* **** *** ** ******* ** ************* ******* ** ** ********* **** *** **** *** ** ******* ** ********* ****
Thank you for giving us the opportunity to make this right.
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