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:07/22/2025

  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.

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.    The company took advantage of me by holding on to my money for a month and a half.  I've lost time in not being able to find another contractor who can work on my project.  I'm back at where I was on June 3rd with no resolution in sight.  I also owe the bank an additional $1200 on top of the original money I borrowed.  After I talked to the project manager a week and a half ago, they did not call me until I started calling and emailing several times 4 days later.  I kept getting redirected to the 'other' person for resolution.  I also do not have my original deposit money in hand yet.   
  Regards,******* ******w.
  I didn't hear anything from Kirk. I called Jason on the 17th to find out what was going on. He said I needed to talk to Kirk.
  On the 21st, I emailed the office. Nobody responded.
  At the end of the day I called the office. Kirk said he is not able to complete the work. I said what about my deposit. He said I had to talk to somebody else to find out about getting my money back. They have been sitting on $20k for over a month.
  Nobody even tried to contact me directly to apologize or tell me what is going on. I had to make multiple calls and emails. I could have been looking for another contractor in June instead of waiting on them. When I talked to Jason, he said talk to Kirk. When I asked for my deposit, Kirk said I had to talk to the sales manager.
  I asked for my original deposit money plus interest I paid the bank.

  

  Business Response

  Date: 07/23/2025

  .We understand your disappointment, Mrs. ******, and share in it as well. Unfortunately, we are unable to complete a portion of your exterior project as originally planned. During our first meeting, our design consultant believed we would be able to complete all of the tasks you requested. However, once a customer is placed under contract, we send a project coordinator to review the details in greater depth. After this review, we determined that constructing a second-story deck on a flat roof would create a significant risk of damaging the new rubber roof and potentially causing leaks in the future. Because of this concern, we feel it is in your best interest for us to decline that portion of the work rather than risk creating larger issues down the road. All other aspects of the project, including the front deck and railings, can still be completed without issue. We have processed a full refund of your deposit. Please note that it may take a few days for the transaction to clear through your bank.

• Initial Complaint

  Date:07/10/2025

  Type:Product 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 had my deck replaced, the job started on 6/25/25-7/7/25, I was told the job should be 3 days total I had to cancel my previous plans due to the inconvenience of the incompetent workers not being done on time. After the job was supposed to be completed I had to call the company back the brackets on the deck wasn't fitting properly which made the railings loose and deep scratches were noted in several areas, I reached out to one of the managers with a picture of the scratches on the deck, I didn't get any response, The amount money I paid, the time it took for them to complete the job, and the deep scratches on the deck caused by the installers it wasn't worth the price, Im highly dissatisfied, I had to call Several
  Times due to the installers being told the wrong info from the salesman. The installer also told me he wasn't trained in that type of deck and the company was aware of that.

  

  Business Response

  Date: 07/10/2025

  we had a technician out on 7/8/2025 to take care initial complaints after install on (7/7). The customer gave us the okay that everything was complete. Our manager followed up today 7/10 to see what other complaints she had but was sent to voicemail. We will have someone out the following day as soon as we hear back from customer 

• Initial Complaint

  Date:06/30/2025

  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.

  In February of this year I hired The Vinyl Outlet to complete an aluminum fence at my new home in Victor NY. They quoted me ~24,000$ which was basically paid up front, because they offered me financing.
  The lending company was urgent on settling payment so I was rushed to sign everything before being 100% satisfied with the fence quality.
  Now that I have paid them in full, I have reached out over 10 times in the past 4 months and have been met with dropped calls or have been sent to voicemails; which I have left many of.
  I have numerous issues with the quality of the craftsmanship on the fence’s installation.
  First, There is a large space in between my gate and the ground that all of my dogs can get under (the fence is to keep them contained). And I blame the salesman for that because he recommended to place it in its current location and assured me the installers would take care of adjusting the height of the fence to contour the ground, specifically for the dogs.
  Secondly, I have fence panels that are not even secured or fastened in more than one area, which leads me to believe the entire job was not looked over carefully, especially because the installer already came back out for a separate issue that they failed to correct, and still over looked the unfastened panels.
  Third, many aluminum posts are damaged due to what appears to be over-torquing the metal fasteners.
  Fourth, many posts are not plum and it looks very crooked all around the entirety of the fence.
  Lastly, the bottoms of many panels (including the gate) are incorrectly positioned, some too low to the ground and are wedged in the dirt, and others too high where the dogs may escape. The grading should have been brought to my attention if it was a concern.
  Also, a second gate should have been suggested by the salesman, I now have to walk all the way around my yard to get to the back, and for this large of a space that should have been suggested.
  I have tried to resolve these issues to no prevail.

  

  Business Response

  Date: 07/03/2025

  we have contacted the customer and have made a time to fix his issues

• Initial Complaint

  Date:05/29/2025

  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.

  Spring hinges do not work.

  

  Business Response

  Date: 05/29/2025

  The customer has been contacted and we are going out to fix the problem next week. 6/5/2025

• Initial Complaint

  Date:09/10/2024

  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.

  Hired the vinyl outlet to install a new porch. Workers from the Rochester NY location installed the porch. One of the boards is already loose. There is to be a lifetime warranty on the work and material. It has been less than 6 months. I have called the company for assistance countless times. No one answers or calls back. 3 weeks of constant calls have been ignored. Someone was finally scheduled to come and they no called no showed. Payment has been made but now I cant reach the company.

  

  Business Response

  Date: 09/24/2024

  BBB spoke to the business and the following was relayed: We have reached out directly to this customer and took care of everything for him.  Thank you.  

• Initial Complaint

  Date:08/09/2024

  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.

  $9,971.52 paid in full for:
  *55 linear feet of 6’ high, ********** *** ******* fence
  *3.5-step stair rail & ground-mount rails: ground mount rails to complete the landing railing not initially installed. Corrected within a week
  
  Paid for a 10’ Gate Opening with welded frames: What was actually built = 8.33’ opening
  I've been in communication with their Rochester Division since February, when I actually measured the opening.
  
  Please see the attached of communication. Chelsea has not returned my 2 phone messages since July 30th.
  
  As this gate cannot FIT where Vinyl Outlet originally measured it for, it needs to be moved to the north west corner of the house with an actual 10'gate opening and 4' additional panel to connect to the house. I'd signed an addendum to the contract on May 22 to this effect, including the additional $240 I would pay. This is also in the attached timeline.

  

  Business Response

  Date: 08/20/2024

  BBB spoke to the business and the following was relayed: We have remedied and resolved things with their gate.  As of 4 days ago, I believe everything has been remedied and taken care of for them.  If BBB needs pictures of the work and remedy that we did, please let me know.  Thank you.

• Initial Complaint

  Date:07/01/2024

  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 have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  
  I did receive a call and schedule to fix this later next week.  Unfortunately, we have done this before and no one showed up.  I’d be comfortable closing this once the repairs are completed.  
  
  Regards, 
  
  ********* *******

  

  Business Response

  Date: 07/02/2024

  We will contact the customer and take care of the issues asap.

  

  Business Response

  Date: 07/25/2024

  BBB spoke to Chelsea at the business and the following was relayed: This job has been completed as of July 17th, we were also able to install the solar lights for the customer. This is resolved.

• Initial Complaint

  Date:05/06/2023

  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.

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ********
   

  

  Business Response

  Date: 05/24/2023

  The company and customer have come up with a resolution. The company gave the customer two options. First was to put dirt down for free, or special order additional skirt boards. The customer has chosen option two, the additional skirt boards.  The company will order and agrees to sell as a courtesy at a reduced cost. This has been accepted by the customer.