Complaints

This profile includes complaints for Joyce Windows, Sunrooms & Baths's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Joyce Windows, Sunrooms & Baths

  120 Blaze Industrial Pkwy Berea, OH 44017-2930

  
• 

  Joyce Windows, Sunrooms & Baths

  4583 Campbells Run Rd Pittsburgh, PA 15205

• 

  Joyce Factory Direct of the Carolinas, LLC

  25 Continuum Dr Ste C Fletcher, NC 28732

• 

  Joyce Factory Direct of the Carolinas, LLC

  10345 Nations Ford Rd Charlotte, NC 28273

  

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:03/27/2025

  Type:Billing 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 paid 16,000 dollars and paid for the subfloor to be replaced. They never did that even though we paid for it and now the floor below the toilet is leaking. They stated they will not be paying for this. We were told (and paid for) our subfloor to be replaced but while the person was there to do the work we were told he was unaware of that and that the subfloor was fine. It has been less than a month when the bottom of the toilet started leaking. Now your company states it is just a plumbing issue and it is not in our contract to fix. So now we have had a bathroom remodeled for less than a month, and have not been able to use the toilet for almost two weeks. We are out a pretty penny and have a toilet with duct tape over it. Your company has refused to take responsibility. Their lack of accountability and poor customer service are unacceptable. I trusted them for quality work, but they failed to deliver

  

  Business Response

  Date: 04/16/2025

  The Finders had a pre-existing plumbing leak around the toilet which the salesman stated would be repaired. Subfloor repair around the toilet is included in our flooring package, the customer was not charged anything additional for this. Once work began and the toilet was removed it was discovered that although the sub floor had some discoloration it was not compromised and no repair was needed. The Finders did call after the project was completed and requested a service call for a leaking toilet. We promptly sent someone out who removed the toilet to investigate the leak. It was found that the leak was due to some improper plumbing connections made below the floor. At this service, Joyce's technician removed the toilet, inspect all of the plumbing and re-install the toilet. Joyce was contracted to install a new shower, wainscotting, and new flooring. Part of performing proper flooring installation is removing and reinstalling the toilet which is also included in our flooring package. Making repairs to the plumbing system below the floor is not part of a typical flooring installation or something that was priced into the project. The leak in question is completely unrelated to any work Joyce did or was contracted to do. Additionally, the Finders were given a $250.00 discount for perceived inconvenience in time frame when in fact the project was executed within the time frame listed on their contract.

• Initial Complaint

  Date:03/20/2025

  Type:Customer Service 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.

  Taken by phone staff CM.  Consumer states the business sold him windows on Dec 21, 2024.  He gave a deposit of $2783, with check number 6475.  On 12/23 consumer called an left a message with the local salesman to cancel.  No return call was made by the salesman.  On 12/27 consumer called the business in Berea and spoke to Arlene, she assured him a check would be issued for his deposit amount.  A Mr. Elijah call on 12/27 and told him he could lower the price from $10,000 to $8500 and to think about the sale and for the consumer to let him know.  Consumer states he called Mr. Elijah back to cancel and was told he would be issued a refund.  He checked his bank statement and the check for the depoit had been cashed on the day he cancelled the order.  

  

  Business Response

  Date: 03/25/2025

  We apologize for the delay.  We never received an official cancellation notice from the customer on the sale which traditionally triggers any refund check on a canceled sale. We were under the impression earlier this year that the manager and customer were in discussions about the sale overall. For this sale, we have confirmed now that the customer would like to cancel and it is proceeding forward with the cancellation.  The check request has been submitted and sent to our accounts payable clerk and she will be sending it out shortly.  Thank you. 

• Initial Complaint

  Date:03/11/2025

  Type:Customer Service 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.

  Dear Better Business Bureau, I am writing to get an issue resolved with said company. If that can not be achieved, I would at least like to warn others to be catious purchasing from Joyce. Installation crews for new door installs are sub par. We purchased a new door along with a new screen door, almost 2 years ago. The salesman said it would be air tight, which it is not Not only does cold air come in, we get condensation. We were promised a peep hole and 2 hoses on the screen, that we did not get. We let that part go. We didnt even have the door a year. when the door came out of the wall exposing nails and wood . They fixed it, but told us they now had the cost of buying a new door, as the whole door needed replaced and was installed wrong with multiple issues. They came out a few other times, as the door sweep came loose, they fixed that after a few trips. Currently our storm door handle has not been lathching. They wont fix this without charging 170+ adding so much per hour etc. We were told we had a lifetime warranty, but obviously its different than the "lifetime warranty" that the salesman explained to get a sale. Now we find its not latching due to the door separating from the wall at the bottom. We have lived in rentals in the past with old doors and never had a door issue. The doors we replaced lasted us 20 years. All these problems with doors not even 2 years old, there are obvious installation issues. Each person would come out and say what the previous person did wrong installing the door. My mom contacted a local news channel and they recommended filing a complaint here first. With all the documentation and photos and visits over doors, the least they can do is make this right . The first Door that came apart from the wall, the next guy that ce said the nails were too small . Even our handle was upside down. With all the incompetence, i dont think we should pay for this repair.

  

  Business Response

  Date: 03/12/2025

  To whom it may concern,
  The door was purchased 3/24/22 and installed on 5/23/22. Yes, the Demichele’s are correct in stating that the original installer did a subpar job of installing the door. We recognized this and immediately ordered new cladding and made an appointment to perform a complete reinstall in January of 2023. It was realized during that appointment that we would need a complete new door and storm door. These items were ordered and then all new materials were installed by one of our senior door specialists in February of 2023. Since then there were some service issues with warn out door sweeps which we always handled promptly and at no cost to the customer. The doors themselves and the hardware carry lifetime material warranties from the respective manufacturers. Joyce provides an industry standard 2-year labor warranty. Labor warranties typically do not exceed 2 years in our industry due to the nature of home construction. The materials used in home construction can expand, contract, shift and settle based on season, age, and construction techniques used. We also have no way to know how the products are used or misused after installation. That being said, any product defects would be covered under the manufacturer’s warranty but the labor to replace those products would not be covered. The photos presented by the Demichele’s show wind damage to the storm door. There is no defect in material or labor which will result in the screws pulling out of the frame and bending the metal closer bracket. This can only be caused by the door getting caught by the wind or being physically over extended past the mechanical limit of the closer. Homeowners have a tendency to always expect the closer to pull the door closed behind them, but on windy days the closer is not strong enough to overcome the force of the wind. Nothing presented shows any defect or fault on the part of Joyce. 

• Initial Complaint

  Date:09/26/2024

  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 parents put a down payment on 08/20/2024, of $3,300, on a shower install to get the process going. The shower install was a 2 day project starting on 09/19/2024 and finishing on 09/20/2024. During the install we had issues that were brought up to the contractors that they refused to fix. After the shower was completed, because the issues were not fixed, we did not pay the rest of the amount. The following day, 09/21/2024, I called and left a message with the service department. On 09/22/2024 the project manager, Dave Seman, called me and asked why we did not pay the rest of the amount. I told him there were issues with the install that we were not happy about. I told him we even took pictures. He asked me to send the pictures. I sent the pictures in an email, on 09/24/2024. See attachments. Since then my mom has left several messages with the project manager as well as the salesman, Jay Ream, with no response. IN ADDITION WE ARE REQUIRED TO PAY THE REST OF THE AMOUNT BEFORE 10 DAYS OF THE PROJECT COMPLETION BEFORE WE HAVE TO PAY A LATE FEE OF $250 OR 10% WHICH EVER IS GREATER. Which means we are running out of time before we incur late fees. This has been a very stressful situation for my 78 and 79 year old parents. They felt we were taken advantage of and treated differently because they are foreigners. It is not right to pay a lot of money and not get what we want as well as good quality work. And they feel they are not responding to force us to pay the remaining amount. We are asking for the BBB help with this situation. Thank you

  

  Business Response

  Date: 10/28/2024

  Good afternoon,

  After reviewing the photos with our team, there appeared to be some confusion between the customer and our team.  We decided to called the customer directly to go through each item of their concerns.  And after a follow up visit which including adjusting the shower door, we believe the bathroom project in question has been completed to the customer's satisfaction. We have addressed all issues brought to our attention during and after the installation process. We take pride in standing behind our products and services, ensuring that any concerns are promptly resolved.
  
  Thank you for allowing us to resolve this matter directly.

• Initial Complaint

  Date:08/05/2024

  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 was looking to put in a porch I was given all the information. I was told they would not start any paper, permits or extra's until we got the ok on loan and from our HOA. I was then inform that I would have to put down 2,395.40 for a deposit for the loan that was accepted I was told that if HOA did not except it I would received my deposit back except for the 35.40 that was for processing fee. I did asked again before I wrote out the check he was sure I would get all my money back if that did happen I was told yes. Well HOA did not accept what I wanted and I did not get my all my refund back. After almost two months past and they knew I was denied they sent me out line of my porch. And charge me 600.00 for this that should of not been done. Now they are stating that this had to be done first. They never informed me of this at that time. I would of never wrote out that check if I was informed of this. I hope you can do something about this. Thank You *** ********

  

  Business Response

  Date: 08/08/2024

  The process of getting HOA and/or permit approvals begins with having drawings made of the project. You cannot present an idea to a Homeowners Association, they all require certain documentation, primarily drawings of what the finished project will look like.

  
  Putting a deposit down on a project is standard practice in our industry. Our contracts clearly state that if HOA or Permit approvals are denied the customer will be refunded their deposit less costs incurred (see highlighted area of attached contract) *** ******** claims she was promised a full refund, which is not our policy. We also have our customers’ initial the contract stating that no oral promises were made outside of what was written in the contract (see highlighted area of the attached contract). As a company we have no way of knowing what the various HOA’s will approve or deny, and cannot absorb the costs associated with getting these projects to the HOA approval stage.
  It is our position that nothing transpired on *** ********** project outside of what was agreed upon in her written contract.  

  Thank you. 

  Customer Answer

  Date: 08/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  *** ********
  
  
  
  
   

  Customer Answer

  Date: 08/21/2024

  On May 8 2024 ****** **** sales manager,  give us a price for the porch that I wanted. After all the details were given to my husband and I. He then give us the price and the amout of the deposit that we needed to put down. We did inform him that we needed to have our HOA to be approved and then he stated that nothing would start until everything was approved. I asked him if I could see if HOA would be approved first then the finance part and he had us do the finance part first.Due to he needed that first. so we were approved. And he still would not let me see if I could HOA second before I gave him the check. Then again I asked if he was sure if I put down the deposit that I would get a full refund on my deposit and only the processing fee would not be returnd he stated yes it would. I would of never given him that check if he would of stated other wise.. Thank You

  *** ********

• Initial Complaint

  Date:07/19/2024

  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.

  Joyce Factory Direct (JFD) completed the installation of a roof on our new deck in September 2023. In addition to installing their standard white thermally-insulated roof, the company also installed their optional blacktop roof material on top of their standard roof at additional cost. The blacktop roof was installed in pieces using asphalt as the bonding agent to bond them to the white roof underneath. On May 13, 2024, I noticed from our bedroom window that some of the blacktop pieces were separating laterally. Accordingly, I e-mailed JFD’s project manager on May 13, and the company’s service department manager on May 14. I attached three photographs with my e-mails showing the progressive separation of the different pieces. Both JFD managers stopped by our house on June 28 and took photographs of the defects. Although the project manager commented that the workmen had not installed the roof pieces properly, he did not offer to correct the problem. Instead, he said it was nothing to worry about since the roof was not leaking. He also commented that the company normally does not install the blacktop roof over their standard roof, which I understood to mean that the company did not have the experience to install this type of roof. However, I note that JFD offers the blacktop roof as an optional product at additional cost. I am disappointed with JFD’s unsatisfactory response. Their unwillingness to correct a problem due to their poor workmanship is unacceptable. JFD has a responsibility to fix the problem at their cost due to the defective blacktop roof installation. Since it is less than a year since the roof was installed, we are requesting that the company stand by their workmanship and correct the problem to our satisfaction as a reputable business.

  

  Business Response

  Date: 08/08/2024

  Dear ***,

  This is rolled roofing on a patio cover. The overlapping seam on the rolled roofing (over top of the attached underlayment seal) was not lined up precisely perfect when it was applied (and is difficult to do given the nature of the product being aggressively adherent and sloped). The black that you see is the seal strip from the top most of two layers of roofing.. What was actually said to the customer was that the patio cover roof itself was a self-contained and self-sufficient roof, and that he had a warrantied two-ply roofing product overlay on top of that. What you can see is the underlayment seal, which has a three inch seal strip. There is a small section approximately 20 inches long by up to a 1 inch wide section where you can see the seal layer beneath, as the adhesive grabbed on at that point. Rather than re-apply, the installers ensured that it had properly adhered, sealed and finished the project. Over the course of the first month or so, the gap the showed the seal strip grew slightly as the product cured and sealed itself to the roof as well as natural expansion and contraction in building materials.

  There is no deficiency to be corrected, and there are no leaks. The product continues to have an active warranty and we will continue to provide this warranty as promised.  

  Customer Answer

  Date: 08/23/2024

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  I would like to thank JFD for responding to my complaint. The company’s response suggests that the
  lateral separation of the front edges of the overlapping top DeckSeal SA SBS Cap and the bottom
  DeckSeal SA Base/Ply roofing pieces is due to difficulty in precisely aligning their edges during
  installation. This would imply that the width of the separation would be constant along the cut length.
  According to the manufacturer’s instructions, there is a 6” overlap layer between the top DeckSeal SA
  SBS Cap and the bottom DeckSeal SA Base/Ply roofing pieces at the front edges. Their YouTube
  demonstration reveals that the alignment of the front edges is fairly straightforward for any skilled
  workmen to execute. Looking at the other joints on the roof, I don’t see any separation as yet.
  Therefore, I believe the edges of roofing pieces were properly laid out at the time of installation. In our
  case, the photos show that the width of the separated pieces at one end is much wider than at the
  opposite end thereby indicating a sliding displacement between the top DeckSeal SA SBS Cap piece and
  the bottom DeckSeal SA Base/Ply roofing piece. As noted earlier, a misaligned edge would show a
  constant separated width along the length of the two roofing pieces. Also, there should be similar
  separation issues in other areas of the roof. We don’t see any. I believe that the two pieces had not
  bonded properly at the time of installation thereby leading to a sliding displacement under severe
  weather conditions. In future, a strong wind can peel off the Deck Seal Cap and blow it off. If this
  happens after the 2-year labor warranty period is over, we would have to bear the full cost of labor.
  Also, the manufacturer only provides a full warranty for one year. Therefore, it is imperative that JFD
  rectify the problem while the labor and material warranty are still active.

  
  Best regards,
  *** ***

• Initial Complaint

  Date:06/26/2024

  Type:Product 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.

  Dear Better Business Bureau, I am writing to express my deep frustration and disappointment with Joyce Factory Direct regarding a deposit refund for a canceled contract. On 06/22, I signed a contract with Joyce Factory Direct and provided a deposit for a home improvement project. Following the contract terms, I canceled the contract within the stipulated three-day period by notifying Joyce Factory Direct via email on 06/26 and a copy of it is attached below. Despite my timely cancellation, I have been met with evasive and dismissive responses from their team. When I contacted the sales associate, he rudely told me, "do whatever you want to do we are not interested in doing business with you " This unprofessional behavior is unacceptable. When I reached out to customer service, they failed to confirm my refund, giving me vague and non-committal responses. This inconsistency and lack of accountability have left me deeply concerned that Joyce Factory Direct may abscond with my deposit. It is clear that the team did not want to agree to the terms we proposed, and now they are withholding my money despite my rightful and timely cancellation. The deposit amount has already been withdrawn from my account, and the delay in processing my refund is unacceptable. I demand an immediate resolution to this issue and a full refund of my deposit. Joyce Factory Direct’s behavior is not only unprofessional but also borders on unethical. I am seeking your urgent assistance in ensuring that my deposit is refunded promptly and that this company's practices are scrutinized to prevent future consumers from facing similar issues. Thank you for your prompt attention to this serious matter. Sincerely, ***** *******

  

  Business Response

  Date: 07/11/2024

  Dear *** ********

  We apologize for the behavior of your sales associate and also wanted to let you know that he is no longer part of our team.  This behavior is not acceptable and not how we treat our customers (and have treated them for over 68 years in being in business).  I'm assuming that our customer service team was not fully aware of the situation due to the sales associate also.  Your refund check went out in the next check batch and was mailed last week.  Sorry again for your inconvenience.  We'd love the opportunity to have a second chance in the future to earn your business and know that it'd be a much better customer experience than what you had with your sales associate. 

  Thank you. 

  Customer Answer

  Date: 07/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Thank you for your prompt response and for initiating the process to address my complaint against Joyce Factory Direct. I appreciate your efforts in facilitating a resolution.
  
  
  I am writing to emphasize the severity and broader implications of my experience with Joyce Factory Direct, which points to systemic issues within the company’s business practices.
  
  
  Firstly, despite my timely cancellation of the contract within the stipulated three-day period, it required over 20 calls to receive an update on my refund. This lack of responsiveness and clear communication is unacceptable and indicative of severe deficiencies in their customer service processes and how the company operates.
  
  
  Moreover, the terms and conditions set by Joyce Factory Direct contract are blatantly skewed to protect the company at the expense of the consumer. When I engaged with Alijah, a production manager, about potentially changing the terms, his delayed response would have pushed me outside the three-day cancellation safeguard, which is both manipulative and unfair. After multiple persistent calls, ****** finally admitted that he couldn't make changes to the contract, as it was a direct order from the legal team.
  
  
  It is also deeply troubling that a sales associate was terminated due to this situation. This suggests a significant failure in the company’s internal processes and training programs. Instead of addressing core issues and providing adequate training, Joyce Factory Direct has chosen to place blame on individuals, a move that reflects poorly on their business ethics and values.
  
  
  While I have finally received confirmation that my refund check is on its way, it is imperative to note that firing employees rather than addressing fundamental issues is not a strategic move by any competent business owner or operator. This approach fails to tackle the root causes of customer dissatisfaction and undermines the integrity of the company.
  
  
  Based on my experience, I strongly recommend the following improvements for Joyce Factory Direct:
  
  
  1. Customer Service Training: Implement comprehensive training programs to ensure all customer service representatives are equipped to handle inquiries professionally and efficiently.
  
  2. Communication Protocols: Establish clear communication protocols to provide timely and transparent updates to customers, particularly concerning contract cancellations and refunds.
  
  3. Review of Terms and Conditions: Re-evaluate the terms and conditions to ensure they are fair and transparent, providing equal protection for both the company and the consumer.
  
  4. Ethical Practices: Foster a corporate culture that prioritizes ethical practices and customer satisfaction, ensuring all employees are aligned with these values.
  
  
  Once I receive my refund, this inquiry can be closed. However, it is crucial that Joyce Factory Direct addresses these core issues to prevent similar incidents in the future and to ensure a fair and respectful treatment of all customers and their own employees. 
  
  
  Thank you for your continued assistance in this matter.
  
  
  Sincerely,  
  ***** *******
  
  
   

  

  Business Response

  Date: 07/11/2024

  *** ********

  We appreciate you taking the time to make the recommendations and these will be reviewed.  But, we know that this was a rare scenario as we provide great customer experiences to thousands of customers every year in multiple areas for multiple markets.  We are not perfect but mistakes were made by the sales associate and others.  The mistakes have been identified and addressed.  And, you made an assumption that the sales associate was terminated which was not the case.  The sales associate resigned due to the fact that they were not in alignment with management and company core sales processes and procedures.  Weeks later, the sales associate did ask for his job back which due to our core values, feedback from you and other customers, and performance it was determined that it was not in the company's (also more importantly in our customers') best interest to have this person rejoin the sales team or the company for that matter.

  Again, we highly value your time and feedback and will definitely review your recommendations and implement what we can.  We have a stringent hiring process which was not well followed unfortunately here which resulted in a poor sales experience. 

  Thank you again and have a nice day. 

• Initial Complaint

  Date:04/29/2024

  Type:Sales and Advertising 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.

  Contact signed on 3.28 24. Tub to shower conversion. Included in.the contract the vanity would be removed and destroyed by the company. Also, the complete floor would be redone so the vanity was assured to be removed and the new vanity I would purchase would be placed in the bathroom but not connected. Another gentleman picked up the deposit and another gentleman measured the bathroom. I called several times on April 26, ****** called and said they do not remove vanity and that salesmen has been lying causing problems with other customers that is why they fired him. He said he would look into giving me a credit but a refund for my deposit was not an option even though it is in the contract. I also have the number of the original salesperson

  

  Business Response

  Date: 05/14/2024

  We are a little unclear on what the actual complaint is. The contract says that we are remove and reinstall the vanity (image attached from the contract, "****** * * * included").

  There is also a claim you were told that we do not install new vanities, which is also accurate unless specifically stated or included. We have reviewed your calls with our staff here at Joyce and never was there any mention of anything contradictory to what is outlined in the contract nor was there any mention of a salesman being fired for lying.  The salesman was not fired, he resigned to take a new job at another company.  We would be more than happy to help resolve any misunderstandings and make sure you are getting exactly what you have paid for.  Please feel free to reach out to our VP of Operations directly at ************* 

• Initial Complaint

  Date:04/24/2024

  Type:Product 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.

  On April 5 2024 we cancelled a purchase of a walk in shower and hand delivered the cancelation form to Joyce Factory direct in Berea. the cancelation notice stated the full amount would be refunded within 10 working days of receipt of the notice if delivered within 3 days, which it was. After8 working days I went to their office to ask about the money and was told it would the money would be mailed the week of April 19th which was the 10 working days . when it didn't come on April 23rd I called the office and was transferred to about 4 people who all said it was not their job. Finally the 4th person told me he would send the person who could help me an e-mail to call me the Morning of the 24th. I never got a call so I went to the office in Berea where I was told by a secretary it was not her job and according to the computer a refund was approved. when I asked when I could expect a check she said I have no idea i don't cut checks. she said a manager would call us right back but I am still waiting on a call. All we want is the $5925 that is due us. All we are getting is a runaround

  

  Business Response

  Date: 04/24/2024

  *** *******

  We apologize and this was an oversight by an employee and it mistakenly did not follow the check writing process.  Today was the first day that our management team was aware of the issue, and upon learning of it a check was added to this week's check sequence and the check was sent out today.  

  We again apologize for the inconvenience and not the type of customer experience that we want customers to have. 

  Customer Answer

  Date: 04/25/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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:02/23/2024

  Type:Sales and Advertising 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.

  On 10/19/23 Joyce Factory Direct came to my house to give me an estimate for a bathroom remodel. The salesman that we originally was suppose to be there was sick so the manager showed up to quote the job. We went through everything with him and my wife. We spent about 3 hours going through everything. He made a phone call to his boss and then gave us the quote. He said that he gave us the "manager special" since our salesman called off today and that my wife and I were both military. We signed the contract. He said install would be in about 3 weeks, but would have someone at the house to measure everything in about a week. Three weeks went by and then I called our salesman/manager. He had some personal issues with a death in the family and needed more time to process the paperwork. We gave it another few weeks and called him again. He said that he would have to check with the boss. The install manager called me and said that the manager misquoted me based on older price sheet and it would be another $2,000. He said would send me a change order with details on it. He called me 10 minutes later and said that it would $5,000 more, not $2,000. He said the difference was the bathtub price. (bathtub is a standard size basic tub found at homedepo on the shelf).He then called me back and said I needed to cancel contract and sign the form he sent me by email unless I wanted to pay for inflation cost of supplies and minimum wage increase costs of now $9,000. I told him I wasn't going to pay an additional $9,000 when we had a signed contract. He said that I had to cancel the contract in order to get my $500 deposit back. He said he would not honor signed contract that I signed with the manager back on 10/18/23. He now refuses to talk to me and the salesman will not answer his text messages with me.

  

  Business Response

  Date: 03/26/2024

  This was in fact an oversight on our part due to the fact that the customer never signed the change order which acknowledged the project was being cancelled and her deposit returned. Change orders which have not been signed generally do not advance to the next step, which in this case would have been a refund of her deposit thru our office team. Had the customer reached out  to us at any point in the last few months we could have easily resolved this matter but we were not aware of any communication and apologize for any inconvenience. That being said we have sent the refund to be processed with our accounting department and the customer should receive it next week or the week after.   Thank you. 

  Customer Answer

  Date: 04/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The response back from Joyce was false. I have logged 22 calls or text messages into our salesman (from my phone) and 8 more (from my wife's phone) on this matter and have talked to **** ***** (which is our salesman ****'s boss) on this matter. **** was the one that I talked to stating that Joyce wanted to cancel the order back in 12-5-23. He said I need to sign the change order to cancel the order to get my money back. I said I did not want to cancel order that "I WANTED THE JOB COMPLETED". **** said that I needed to cancel the order was the only way because Joyce misquoted the job. He said that the job would just sit in limbo until I cancel the job. I have called the salesman almost weekly on this job. There is constant contact with Joyce and they will not go forward with job that was a signed contract between us with one of their managers. **** told me on 4-12-24 when I called him last week that Joyce will not do the job for the quoted price. He said that there are other jobs out there with the same situation that they have cancelled from our salesman. They claim they got rid of the salesman last week. But this is 6 months later that they still will not honor the job or the contract that they signed. If this salesman/manager was so bad, why would it take 6 months to fire him and allow him to sign many other contracts? When it comes to contacting them, we have not let the communication lack. We have contacted Joyce and Joyce refuses to honor the contract. They want more money than quoted. I have plenty of text messages, voicemails, and recorded conversations with our salesman ****, ****, and **** from Joyce. This company should not be accredited business if they can't hold true to a written signed contract. The information that they portray on tv ads and radio are false. My wife gets phone calls all the time from Joyce trying to sell us another job. We keep telling them to complete the job first. We get advertisements in the mail from them all the time. How can they advertise as a five-star business when they can't honor a written agreement. I refuse to honor their response given as they refuse to honor the job. They can't blame it on the salesman. **** ***** response on a recorded line is that I must cancel the contract on my end is the only way to get my money back is not what I want. I want the contract honored and completed. I paid the $500 deposit, plus transaction fees and have to wait 6 months to get a response back that they will give me less money back than what I paid for my deposit ($500 plus $10ish for credit card fee) them and hold onto my money this long when I have been constantly contacting them.

  I had 2 other companies come out to quote the job. Joyce was in the middle price of the 3 jobs. Based on other prices from the competition, they did not misquote my price like **** ***** said. His comments that they had to drive to south Akron to complete the job and that was far from their business location. He kept throwing thing is there about distance, inflation, min wage increase, supply chain issues, etc that keep digging further into why Joyce did not want to do the job. He kept saying they will not make money on this job.

  Honor the contract or my recommendation is to take the accreditation away from Joyce as they can't honor a signed contract between 2 parties. It took Joyce a while to respond to this BBB complaint as I know that they know our job from calling them. That is the same way they are with responding to us. A contract is a contract. Do the job as promised or they should not be allowed to perform in Ohio anymore under an accredited business.
  
  Regards,
  
  **** *****
  
  
  
  
   

  

  Business Response

  Date: 04/29/2024

  We apologize for the experience that *** ***** received.  The representative that met with her is no longer with the company and we are not pleased with the sales representative and how he conducted himself.  The refund delay was in fact an oversight on our part due to the fact that *** ***** never signed the change order which acknowledged the project was being cancelled and her deposit returned. Change orders which have not been signed generally do not advance to the next step, which in this case would have been a refund of her deposit. Had *** *****  reached out to us directly at any point in the last few months we could have easily resolved this matter. That being said the refund was fully processed and the customer should have received it.  If there are any problems with the refund please do not hesitate to contact us and we apologize for the former sales representative's actions which led to this customer's undesirable experience and not up to our Joyce standards in any way.  

  Customer Answer

  Date: 04/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  After reading the response back from Joyce, which took 2 months to receive back, I would recommend that their accreditation be removed. Reading the response talks about me canceling my contract in order to get my refund back and the delay is because I would not cancel the contract. I DO NOT WANT TO CANCEL THE CONTRACT. I WANT THE BATHROOM COMPLETED! I do not understand the response on it is my fault that the salesman that signed the contract with us is not valid and I must cancel the contract. I have called them 22 times from my phone and 8 more from my wife's phone. The last recorded phone call I had with **** was that they just fired the manager guy (****) who signed the contract with us. I texted the guy the same day as the compliant was filed with the BBB and he said that he was going to settle this. Looks like he was working back on 2-23-24. Seems funny that it took them 6 months of signing contracts bad that they would then fire him. I do not believe a word they say. They keep saying I must cancel the contract to get my money back. I do not want to cancel it. It is a signed legal document that is between Joyce and us and they refuse to honor it. BBB please take the accreditation away from them. Looking at their track record of taking 6 months to get my refund back (after contacting the BBB) and 2 months to get a response back from the BBB complaint, it is obvious that this company is not worthy of the accreditation that you have given them. Why will they not honor the job? IT IS A LEGAL CONTRACT THAT WE SIGNED, WITH A $500 DEPOSIT ON IT.  I still have not signed a change order to cancel the job and requesting them to finish the contract as signed. They will not do the job and want them to do the job. It is what I have written both times in my response and they keep saying that I didn't sign a cancel order to get my deposit back. I am not signing a cancel order. I have a contract in my hands from Joyce that they owe me a bathroom remodel. If they will not obey the legal contract, take the accreditation away and drop their rating to a "F". I have the contract, the documents, text messages, and a whole lot of wasted time invested in this company that has fancy commercials stating they are a 5 star A+ company. This is false. They are liars. A contract is a contract.
  
  Regards,
  
  **** *****