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 Factory Direct of the Carolinas, LLC

  25 Continuum Dr Ste C Fletcher, NC 28732

• 

  Joyce Windows, Sunrooms & Baths

  4583 Campbells Run Rd Pittsburgh, PA 15205

• 

  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:12/22/2023

  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 placed an order with ***** on December 4 and was presented paperwork form the salesman. I was lead to believe the paper work I was signing was confirming the information and design we had discussed for the order I was making. I was never told a cancelation, I was never told of a timeframe. I called today, 12/22 to cancel as I have found a product I liked more for less. I was told there was a 3 day cancelation and I would have to pay 50% with no refund. As a single woman that just moved I shared this was not explained to me and it was met with laughter, threatened a law suit, and extreme disrespect. I continuously was blamed for the actions of a poor salesman and the manager continued to laugh and be disrespectful with no reconciliation mentioned. The sales man then texted me and threatened me a second time and said he did not take advantage of me since we are the same age and it’s not like “I’m a 45 year old man.” I have tried to nicely say that u feel extremely disrespected and taken advantage of and would like to cancel and they continue to threaten the law. I have paid $500 and the project itself is just over $10,000. To cancel I will pay half of that and give up the $500. I have looked at the contract and the cancelation page, I did not sign. I did sign the pages around it but I did not sign the page explaining the cancelation policy. My cousin is an attorney so I will also be taking this up with him but I would like your assistance, if possible, as well.

  

  Business Response

  Date: 01/15/2024

  As a long time, BBB Accredited Business with an A+ rating, ***** is proud to offer our customers great service and a great overall experience. That said, we are a little confused as to why the customer contacted the Better Business Bureau in the first place. This is regarding a customer that signed a contract for custom product and simply changed her mind well after the order was placed.
  
  On Monday December 4th, 2023, the customer had ***** over to her home for an estimate and decided to move forward and purchase a new custom bathtub, all new walls in the wet area and new plumbing fixtures for this enclosure. The customer signed a legal, well written and binding contract, gave us a deposit of $500.00 and applied for financing and approved for the balance with one of *****’s lending partners. The contract the customer signed, was well written and very detailed as to not only what she was receiving, but that (in accordance with the law’s regarding in home sales) she had 3 full business days of a “cooling off period”, in which she could cancel for any reason. The customer not only signed the contract, but she also initialed that she read everything and understood the terms and conditions. After three business days, an office manager from ***** contacted the customer and reviewed every detail of the purchase with her over the phone, to which the customer agreed to as correct. The following week the customer had us back into her home to take precise, final measurements for this custom order and the order was placed the following morning. Per the contract that the customer signed, the expected lead time on her project was 4-6 weeks. All of her custom ordered material arrived at the ***** production office late on December 21st, roughly around the time the customer called us to say she no longer wanted the project done.
  
  As you would expect, the customer was informed that her custom project was non-cancellable when she contacted us. As the Vice President of Sales, I personally contacted her and let her know that her custom ordered materials had just arrived and that we were ready to schedule a date to install. The customer was informed by every person she spoke with at *****, the original salesperson, the Sales Manager and myself, that her order was not subject to cancellation and exactly what she agreed to. The ***** contract very clearly lays out in the terms and conditions that the customer signed and initialed that, in the event a contract is cancelled after the 3-day recission period and ordered, the fee to breach such contract is 50% of the contract total, which in her case is $5,110.00. This roughly covers the custom material and other expenses we incur relating to the contract that is being breached. The customer has not returned any phone calls I have placed to her since December 23rd. The last call we had, the customer said for us to keep her $500.00 deposit, to which I said was unacceptable, as it doesn’t begin to cover our expenses for her custom material.
  
  In summary, it appears as if the customer mistakenly thought the role of the Better Business Bureau was to referee the validity of legal, binding contacts between homeowners and BBB Accredited Businesses. In closing, I would ask that the Bureau kindly disregard this “complaint” and let us handle the outcome with the customer and her attorney. Our wish is to follow thru with the order that the customer placed on 12/4/2023, and that our highly skilled installers install a beautiful custom bath project for her.

• Initial Complaint

  Date:12/15/2023

  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.

  They initially quoted $43000.00 to build a patio cover to go from one side to the other in the back of the house with outlets for 6 electrical appliances they would install. They shortened it to about half the size and used cheap materials for the poles. They did take anything off the price and said it would cost $62,000.00 to go from one side to the other. The construction workers were confused about the size. They ordered a bunch of materials even after I refused to pay $62,000.00 which wasn't discussed at all. They stopped communicating with me and left materials in the yard did I emailed them the day before Thanksgiving and they sent someone to get it up. They didn't do anything when I said I wasn't happy. The electrician they hired put wires all around the outside of the house exposed. I would have to pay again to have it presentable. I am so disappointed and disgusted. They weren't even friendly in the end. I talked to several different people because they kept referring me to the initial salesman Jason. Rob Winfrey, the project manager, showed up only the first day. Mexicans who don't speak English did the work. They took a $4300.00 deposit without telling me about the $65.00 charge to make the payment. I saw it was taken out of the account later. I had bought 3 ceiling fans to go inside it as agreed upon so they could install them, but they made it much smaller so I only needed 1 and took the other 2 back.

  

  Business Response

  Date: 01/02/2024

  Upon initially entering the patio cover size on the project, he mis-typed in one text box where the width as 29 feet rather than the intended width of 19 feet. The 19 foot width was indicated in two other places on the contract and attached documents. Due to the discrepancy, project management personnel, ***** **** and **** ********* requested a design change order clarifying the project scope before proceeding forward. The design change was signed by the homeowner and we proceeded forward at that point. This signed document is attached.
  During the typical process of project preparation, the design was presented to the homeowner for review. She approved the plans showing the 19 foot width. Further, the plans were submitted to the County for permit approval and a copy of the approved permit and plans was again sent to the homeowner showing the 19 foot width yet again. Finally, after the initial build, the homeowner made another payment after having seen the constructed project, before the electrical install team was onsite.
  The patio cover that was built is exactly what was sold by the clarified contract, and affirmed by the homeowner in the review process.

  Customer Answer

  Date: 01/03/2024

  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.
  
  Part of the complaint is that the HOA Approval was based on: "homeowner is responsible for all utility locates." They have the electrical exposed all around the house from the back patio to the front garage. I had no idea this is what they were going to do and it was told to me in the beginning that there would be a hole in the posts for the wiring to go through so that it wouldn't be visible. Also the initial plans were approved, not this half-size cover that was installed by using a bait and switch, unless I paid them an extra $12,000 after the project had already begun. Never was this mentioned initially for my intended project which in my eyes constitutes fraud. I had to contact them via email on Wed before Thanksgiving to remove wastes and extra materials or they would have left them on the ground. They had stopped communicating with me. They never followed up, and ***** ignored me when I said I wasn't happy. He took advantage of a senior and was unapologetic. He called the patio covering "beautiful" (really?). No one would be happy with the cheap materials and sloppy manner in which it was constructed. I was over-charged and the work is unacceptable period. Enclosed, please find documents. 

  I enclosed the payment portal only because initially I put down 10% or $4,300 which ***** took while at my home for the initial meeting. He never disclosed there would be a $64.50 fee. The portal shows there's a 1.5% fee to pay it a certain way, although I was never told this or I would have had him apply the payment a different way. I noticed the fee on my bank statement after the fact! 
  
  Regards,
  
  ***** *****
  
  
  
  
   

  

  Business Response

  Date: 04/09/2024

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

   

  The patio cover was built to the size and specifications that the homeowner originally agreed to, and that were clarified in a design change order due to a typo. The homeowner signed the clarifying design change order on August 7th, 2023. The homeowner subsequently approved drawings that also reflected the clarified dimensions on August 22nd, 2023. The patio cover posts are not designed to have internal electrical, as the holes required would compromise the strength of the support posts. 
  
  With respect to the $64.50 surcharge on credit card deposit, it is clearly noted in the Payments paragraph of the contract that all credit card charges will accrue a 1.5% fee. This is only approximately 50% the credit card transaction cost to ***** of the Carolinas. The same section also clearly delineates what types of payment will have no additional fee added.
  
  The project was manufactured and installed to the clarified terms of contract and within industry-accepted standards.
  

  
  

• Initial Complaint

  Date:10/24/2023

  Type:Billing 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.

  We hired Joyce Factory Direct to do a bathroom remodel. We have had nothing but issues with them since. • Initial install was July 19-21 • While installing the shower door they dropped it in my living room and did not have a replacement for this. They also ran out of wainscoting to complete the project and we knew we would need to reschedule. • I waited a week to have the project manager contact me to get us back on the schedule. It took several phone calls to find out that my project manager was fired/quit I am not quite sure. It took many more phone calls to talk to another project manager who had no details of everything that needed to be completed which delayed the process even further. • The next attempt to complete the job which was now sometime towards the end of August. That person got there they corrected the problems of the initial installers- crooked toilet seat, bad quarter round job, and put the extra wainscoting on the walls. The shower door install could not be completed. • My job was completed at the beginning of September. A month later they sent me final invoice via email. The VP of Operations ***** ******* offered us a $500 dollar discount. I then replied I requested more of a discount. His next email was threatening in nature but he did offer us $750 total discount. •I did pay the money owed with the $750 deducted. I emailed him a copy of the receipt of payment on Thursday Oct. 19 and kindly requested our final payment acknowledgement as well as our warranty information be sent to us. On Oct. 23 we had a problem with our install and contacted the company. The said that we still owed them money and threatened us again with legal action. I emailed him back on Oct. 24 to ask him to read the email that was sent on Oct. 19 with a copy of the final payment. • I would like to have my paid in full invoice as well as my warranty information that ***** promised us when we paid in ful

  

  Business Response

  Date: 11/21/2023

  To Whom It May Concern:

  The invoice reflected a $0 balance due or paid-in-full invoice is attached.  Also attached is the ********** ********.  If there is anything else needed on this, please let us know. 

   

  Thank you.

  Customer Answer

  Date: 11/27/2023

  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.]

  I would like have the final warranty information that was promised me in the email.  If there is a future issue I do not have a way to contact the company or what my warranty actually is.
  
  Regards,
  ****** *****
  
  
  
  
   

  Customer Answer

  Date: 11/27/2023

  [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:10/16/2023

  Type:Sales and Advertising 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.

  We contracted with ***** Factory Direct to do a roll in shower for my spouse, who is in a wheelchair. The job was started on 15 Aug 2023 and was finished by them on 16 August 2023. I e-mailed them as soon as the contractor left telling them this was not the shower we paid for. It is not a roll in shower and does not work to get my spouse in the shower with the shower wheelchair. Kept complaining and sending e-mails. They finally sent out another guy with the wheelchair ramp but he then said it couldn't be installed and put a piece of trim down and said that is the best he can do. Now we have been told that we did not sign up for a roll in shower and only got an ADA shower base. The salesman told us we would have a ramp and even asked us if we would mind if it extended past the doorway. The salesman sold us on our dream shower so my spouse could be bathed properly. We never would have gone with ***** had we known this is what we would end up with. And yes, it does say in their contract that oral discussions are not contractual. But we truly believed we would get what the salesman told us we would get. This $10,000 shower we will be paying for is not even close to anything they showed us on their website or what we were shown. We got a piece of trim the guy ran to Lowes to get and stuck down and said that's all I can do. It is not a shower to be proud of. I let the second guy that came to work on our shower that I wanted it documented and looked at the flex in the floor pan. He said he knew nothing about how much flex is allowed. When I told the ***** VP about the flex, he says it is normal for ADA shower bases to have flex. The flex just happens to be where they had to take out concrete so they could move the drain to fit their base. The flex is only happening in front of the drain and forward as that is where they took concrete out and last I saw, they did not put any concrete back. So they blamed the base w/o even coming out to look.

  

  Business Response

  Date: 11/07/2023

  To whom it may concern,
  
  On 6/21/23 ***** entered into a contract with *** ***** to install a new shower in their master bathroom. This included replacing the shower pan with an ADA base as specified in the contract. The contract was then reviewed with *** ***** on 7/14 at the final measure to ensure proper expectations before ordering materials. Once reviewed, the materials were ordered, and the installation was completed on 8/16. At that time our contract was considered to be fulfilled. *** ***** let us know his concerns about the ramp after installation and he was told verbally and through email that the contract did not include a ramp, however that we would order one to see if it could be installed for customer satisfaction purposes. Unfortunately, due to the design and size of his bathroom there was not enough room to do so. Our service technician visited his home on 9/19 to see if there was anything else we could do to assist and was able to add a transition piece at no charge to ease access for the wheelchair. Our technician also looked at and discussed his concern of the base having some flex. While standing on the base it was very solid, but he did acknowledge that it may flex some due to the distribution of the weight with the wheelchair which is normal. This does not affect the integrity of the shower base or the warranty coverage. *** ***** has been asked repeatedly to sign off on his financing documents as his project is 100% complete but has yet to do so. 

  Our team has been in contact with *** ***** and been working with him directly.  We have scheduled our service tech to look at the transition and base again.  If you need anything else from us, please let us know. We look forward to resolving the issue with the customer. 

   

  Thank you.

   

  Customer Answer

  Date: 11/11/2023

  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.]

  We are not refusing to pay *****. We will pay when we get what we were told we would be getting. There is no way we would have signed up for a roll in shower which did not have a ramp for easy access for my spouse in her wheelchair. A technician did come to the house and he ran to Lowes's and picked up 2 pieces of some stainless trim. He joined them together and said that is the best he could do. It helped none in easing access for my spouses wheelchair and does not look like it belongs at all. He also said he knows nothing about how much flex a floor should have. At no point in any of the measuring did any of the 2 guys measuring, say our bathroom was too small or not open enough for a ramp. The VP of Operations told me over the phone that the flexing was fine and he had never even seen it. And the manufacturer says all voids should be filled to address repeated long-term weight transfer from wheelchairs. Another technician came out 11/9/23, and he was very concerned about how much flex there was and that the trim that was added was not up to standards and he saw first hand how hard it is getting a wheelchair in it. Waiting to see if anything gets done about it. This technician says he will restore our faith in Joyce. He seems to care. We have been threatened with a lien on our house by another VP at Joyce. They have no customer service at Joyce. They can promise you your dream shower but you get the proverbially lemon. Will see what happens next.
  
  Regards,
  
  ***** *****
  
  
  
  
   

  

  Business Response

  Date: 12/06/2023

  Although the job was completed per the contract it is our desire to ensure customer satisfaction. To that end, ***** will be reinstalling the shower base and walls at no additional cost to the customer with modifications made to the current wall framing and floor below the shower base. These modifications will ease the transition for the wheelchair into the shower enclosure. The customer was made aware of our intentions, and we let him know if would take several weeks for the new materials to arrive. We will reach out to schedule the re-installation as soon as possible. It is our hope that this course of action will resolve the dispute and satisfy the customers' expectations. 

  Customer Answer

  Date: 12/12/2023

  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.
  
  They have reached out to us and they have scheduled a date to redo the shower. The ***** representative that came to the house and actually looked at the shower was very concerned about the flex in the base and said the workmanship was not up their standards. So ***** redoing it is not out of the kindness of their heart, it is because it was done wrong in the first place. But ***** management will not admit to that fact. A ***** VP of Operations said their shower base can span a space of 16” X 16”, where the shower base manufacturer clearly states there shall be no voids under their ADA shower base. So, we will see how this install goes before we sign off on this project.
  
  Regards,
  
  ***** *****
  
  
  
  
   

• Initial Complaint

  Date:07/09/2023

  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.

  The finished product looks great. However, Floor inspected by 2 Joyce inspectors, reports need replacing due to no flooring underneath shower pan near drain. Feels like you lose your balance when showering because of drop off. Emails with ***** ******* VP, who never inspected floor pan claims it's safe. He was asked to extend the warranty, no answer. Can not recommend this company, fear of unknown problems with floor in the future, the last inspector comment “I wouldn’t want this in my house” the floor was not graded down properly which causes a feeling of losing balance which is now an unsafe installed shower floor. Totally understand the flex in the pan, but not when the pan makes a sound of hitting the floor. The last inspector even took a video of the sound it makes. Please understand, companies got to make money, their first people in the house great, customer service afterwards I did not have good experience. This was my 3rd bid on this bath project, now we feel taken advantage of once again by home contractors who don't stand on their word or work. ***** won't even respond to my last email requests. In closing, I love the shower just unfortunately I don't feel safe and now we are worrying about what is not seen if they cut corners on the floor. Joyce, if you say it's safe then talk to me about the warranty or just make it safe.

  

  Business Response

  Date: 07/31/2023

  Mr. ******** called in stating that the angle of the shower base was too great and that he was having issues with his balance. He also indicated that there was an area where he felt some flexing of the shower base. We then sent out a technician to preform a field inspection. The results of that inspection were that the shower base was set perfectly level and that the flex in the floor was minimal and within specifications. It was explained to Mr. ******** that the slope towards the drain is necessary to allow for proper drainage and is no different than any other bathtub or shower base. Also that the fiberglass backed acrylic base can have a small amount of give to it but that does not constitute a defect.
  
  Mr. ******** did not like the findings of this inspection and called our office repeatedly demanding someone else come out and take a look. We obliged and sent a second technician out to do another field inspection. The results were the same as the first. It was again explained to Mr. ******** that no defects were found and that the shower is absolutely safe to use and that if this small amount of flex ever became more of an issue or caused a crack (we are confident that it will not) we would certainly address it at that time. The flex is in one area of the base and is less than a quarter inch of vertical deflection. These small amounts of deflection can many times come and go with the change of season. From the hot humid days of summer to the dry indoor air of winter the wood structures in the home can expand and contract causing any number of uncontrollable seasonal issues.
  
  Every email that was sent to Mr. ******* by Mr. ******** received a response to our knowledge. The customer did ask for the warranty to be extended, but the product carries a lifetime warranty and we are unclear as to how the customer would like that to be extended. I’ve attached photos of the completed work and from the field inspection for reference. 

  Customer Answer

  Date: 08/11/2023

  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: 08/29/2023

  First concerning the calls made, if better customer service concerning this problem would have happen the calls would not have been made.  Your insinuation of me being a pest demonstrate that you’re more concern about this installation’s bottom line than the safety of your customer.  Because your tapes will prove the calls were made because no one would call me back when they said they would.  

  The shower is not a flex, but it is a move downward which causes unbalance affect while showering.  The shower pan is slippery and now I have to use a shower mat to keep from slipping.  Your inspectors, both said it needs replace because of the movement of the pan.  Your final product is unsafe, it was not finish, and it is unsafe.  Whatever the outcome of this $10,000 project is, your company placed an unsafe product in my home for the amount. I have no other choice but to pray and hope my family isn’t hurt by your shabby workmanship.  Attached picture proves my point. There is a constant residue on the ledge of the pan, no matter how many times I clean the shower with the approve cleaning agents, it keeps coming back.  For the potential customer, I can not in good conscious recommend this company.

• Initial Complaint

  Date:06/07/2023

  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 experience with Joyce started of well. Unfortunately it did not remain that way. I decided to get another quote and quickly realized I was NOT provided a competitive offer, but since more than 3 business days had past since I made my down payment , I was refused a refund. After that the expensive windows I purchased for my sunroom, that were supposed to keep my room approximately 73 degrees in the summer and about 63 degrees in the winter turns out have little to NO temperature regulation at ALL. This was a KEY selling point of the sales people and their marketing materials. The installation went well until they broke one of my windows and it took a while to replace. The wood used around the structure also has a lot of cracks in it. From start to finish I wasmislead , misinformed, and way over charged. What started off as such a promising and enjoyable project has ended with a very unsatisfied 1 time only customer. For any needs my family and home have in the future, Joyce will be the last place I’d consider to send my business to.

  

  Business Response

  Date: 06/24/2023

  Dear Mr. ****,

  We appreciate your feedback and apologize for any dissatisfaction you experienced during your project with us. We sincerely apologize for any miscommunication or misunderstanding that occurred.  We have responded to you on other platforms and methods previously as well. The agreed Project Contract was completed in full and after we reviewed everything there is no substantiation for a refund or adjustment. 

  Regarding the competitive offer, we apologize if our pricing did not meet your expectations. We always aim to provide fair and transparent pricing based on the quality of our materials and expertise.  All materials that we are made from premium raw materials including our state-of-the-art glass.  Our installation crews are held to high standards and most have decades of experience. It's unlikely that a competitive quote was apples to apples. 

  We would like to clarify that our sunrooms are designed to enhance energy efficiency and insulation, rather than serve as standalone heating or cooling systems, the sunroom cannot provide temperature regulation. We apologize for any confusion about their temperature regulation capabilities.  Nothing in the project contract or what you was including in the design of the room for HVAC or temperature regulation.  The statistics that you are referring to speak to the quality and efficiency of our sunroom glass based on the coating technology and independent third party tests and results. Tens of thousands of customers every year have the same glass in their sunrooms and are amazed by the technology.
  We regret the broken window during installation and any delay in replacing it. We strive to promptly address any issues and ensure our customers' satisfaction.
  We apologize for any cracks in the wood used around the structure, wood is a live product and always subject to some cracking. Our team is dedicated to using high-quality materials, and if needed we will investigate this matter further.  

  We value your feedback and continuously strive to improve our processes. If you have any further concerns, please reach out to us directly. We sincerely apologize for any dissatisfaction caused and hope you will reconsider us for future needs.

• Initial Complaint

  Date:01/05/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My remodel was 11/28-12/2. My installer, **** was there 4 half days and 1 full day. My contract stated "...removal of existing shower, capping of both supply and drain lines, patching of subfloor or concrete, installing drywall, tape with first coat of mud, and similar baseboard..." At the end of the week he requested payment in full, with the following items not completed: a 2x4 was not drywalled, there was a hole in the drywall & missing corner bead from removing the bathtub (when I asked him about it, he said he ran out of mud), & a hole in my subfloor. As the mud dried over the weekend, the areas without tape cracked. I hired **** on the side to put in my shower door and reached out to him re: these issues, he said he could fix when he came back for the door. My concern was that if this did not happen, I should formally let ***** know, since I had paid in full, so it could be officially documented & addressed. I spoke w/Angela re: the above issues and was asked to send photos, which I did. A week passed w/no response & I called back to see what the plan was & was told they would send Ray out to inspect. Ray took measurements & notes, est. approx 6 hrs of work still needed, Angela called while he was there & "scolded" me for having Ray there & said **** would come back to finish the job. I explained since she never got back to me, I had to call back & Ray was sent out. Going forward I would speak w/her supervisor, Harold. I spoke w/Harold that day & he stated he would talk w/Ray to review his notes. **** came the following Monday & drywalled ONLY the 2x4, & left. MY contractors were scheduled for the next day & ended up completing the other 3 items that were skipped. II asked ***** to refund that money, which my contractor estimated to be $475. ***** management would only agree to $200 and said most of my complaints were "finishing" work & it's not covered, & they did not install "similar baseboard" as per the contract. The stated contract clearly disputes this.

  

  Business Response

  Date: 02/13/2023

  *** **********’s contract which I have attached clearly states that the drywall work is taped and first coat only. Drywall finish and painting is the customers responsibility. We are in the shower installation "wet area" business and our installers specialize in that, drywall finishing is not their specific trade and that is why we do not take on this type of work. *** ********** did not receive the baseboard in the closet and was credited $200 for this. The invoice she provided to us was in fact for finishing of drywall and painting which was never included in her contract and was always her responsibility to pay for. It is not uncommon for the first coat of joint compound to crack and is not an issue after coat 2 and 3 (or more) are applied especially on remodeling projects. This is not negligence or poor workmanship on our part. ***** fulfilled all obligations of the contract with exception of the baseboard which the customer received credit for. *** ********** is requesting we pay for work to be completed above and beyond what was agreed to in her contract.

  The attachment is a collection of pages from the Project Contract with the customer.   On attachment page 3 (page 5 on top right corner), the shower to closet conversion details are specified here.  

  We do apologize for anything perceived missed or not included in her contract, but final drywall finishing and painting were not included in the work agreement. 

  

  Business Response

  Date: 02/20/2023

  The customer is correct in that when we left the initial installation on 12/2 there were some incomplete items. There was a miscommunication with our installer as to the scope of work which was pointed out by the customer on 12/13. We then sent the installer back out to her home to patch the floor, install cornerbead, and tape the remaining areas, which was the scope of work as outlined in her contract. Any claims that another contractor completed any of this work are simply false. We did not install the baseboard and instead issued the first of two separate $200 credits. An additional $200 credit was issued as compensation for the miscommunication and related inconvenience. The work that the customer paid another contractor to complete was work that was never included in her contract and was always her responsibility to have completed.
  
  ***** sent out a service technician on two separate occasions to assess the leak. It was determined by both technicians that the leak was coming form the shower door that ***** did not supply or install. This was something that the customer handled herself after our portion of the project was complete. The attached contract clearly shows no shower door was purchased through *****. Our technician did in fact fix the door on his last visit as a courtesy.
  
  We have fulfilled every obligation of the contract with the exception of the baseboards. The customer has received $400 in credits which more than covers the approximate $40 cost of the baseboards. We have sent a technician out to her home every time she has called and have gone above and beyond by correcting issues that were not ours to fix. We see no justifiable reason to provide the customer with any additional material or credits.

  Customer Answer

  Date: 03/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that their response does not resolve my complaint.  For your reference, my response is below.
  
  For the record, I would not recommend ***** for any work to anyone that reads this. They have customer service has been pretty bad, including managers calling me yelling at me on the phone, or not responding at all. They have completely lied in both of their responses to the BBB. I paid them over $16,000 for a job that they did not complete. I asked for a reasonable $475 refund to pay my contractors that I had to hire to complete their work. I did eventually get 2 $200 refunds, weeks apart, which was part of what I asked for, but that was not in lieu of the baseboards, which I still haven't, and I am sure will never receive.

  
  

  In the 1st response they claimed that ****, THEIR installer did not complete the work because it was not in my contract, it was "finishing work", even though the contract clearly stated otherwise . (They left a hole in my floor, my wall and a 2x4 exposed on a wall they built). They did send **** back out and he mudded the 2x4, but inexplicably left the hole in the wall that he created when he pulled the tub out and the hole in the floor where he pulled out the shower. 

  
  

  They did send Jerry out to look at the leaks (it has been leaking since it was installed), and I appreciated him coming out trying to figure out what the problem was, he believes it is the shower door. ****, THEIR installer was paid on the side to install my shower and ***** Factory Direct and **** have opted to not do the right thing and have **** come back and fix it. I have to pay another contractor to fix ****'s poor shower door install.

  
  

  In their 2nd response, they claim they actually did all the work that my contractor did (with a crew of 3 men who could attest to that work being completed by them and paid for by me), which completely contradicts their 1st BBB response. 

  
  
  Regards,
  
  **** **********
  
  
  
  
   

• Initial Complaint

  Date:11/14/2022

  Type:Order 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.

  Contract signed by BOTH parties was contradictory in type/color of wall for walk in shower. We waited 2 months for install appointment (not an issue). Day 1, our ONLY shower/tub in the home was removed. Day 2, employee left with an emergency (not a problem), and he left product to be installed for day 3-4 by another employee. Product left was noted to be not what was known to be ordered. Call placed to Joyce in regards to error. Company apologized, offered $500 off of a near $10,000 order. I did not want to pay for the wrong product, nor did I think $500 off of the price was sufficient. So I refused and tried discussing options. This business repeatedly used the excuses that it would take at least an additional 2 months to get the correct product made, and that we no longer have a shower in the home to use (because they already removed it), in order to coerce us to just accept their error. They then tried stating that I was recorded on phone conversation confirming the product that was ordered/delivered (never provided proof to me and contract states “Joyce Factory Direct Representatives are not permitted to make oral agreements of any kind.”) When I asked for the contract to be emailed to me, they only sent certain pages that supported their delivered product. The contract in its ENTIRETY then had to be requested, in which they then sent. It contained the page that stated the color/type of wall that was desired. A corrected and signed contract should have been constructed. Joyce failed to recognize the error and correct it in an appropriate manner. Their play on our desperation to have a functioning shower is both shameful and unprofessional. I did not want them to install this product, (I strongly dislike it) and I feel stuck with a very pricey mistake that they placed burden on the consumer. I would have surely taken the time to hire a lawyer to break the flawed contract and recover my money. I surely do not want their type of business. They won.

  

  Business Response

  Date: 11/17/2022

  Dear *******,

  We are sorry for your experience.  Our products for most of our projects are custom ordered for each project.  This is the reason that we request all projects in writing that specify exactly what each project entails.  I can say that your experience is not anything that we strive for nor something that we hear from other clients.   Your sales representative is now no longer with the company, from what I understand and know from the project I think your experience would have been better with a different sales representative and more consistent with our other clients.  We will remove you from any future contact at this point as requested and again we apologize for not meeting your expectations. 

  Customer Answer

  Date: 11/17/2022

  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 

  it seems as though you are placing all blame on the salesman… however, I’m pretty sure the mistakes made, went through several hands. Whether you terminated employment of the salesman or not, is none of my concern. Your company’s response and behavior/treatment towards the consumer remains to be the most upsetting. Your company tried to hide your mistake, my family felt coerced and forced into paying a lot of money for an unwanted/strongly disliked product. I want to make sure that future consumers hear of how we were treated. We paid nearly $10,000 for pieces of white plastic glued together. The floor pan is scratched… but I do not want this company ever in my home again. You got your money, and reached your only clear goal. 

  
  Regards,
  
  ******* *****
  
  
  
  
   

• Initial Complaint

  Date:11/11/2022

  Type:Sales and Advertising 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 28, 2022, I called on ***** Factory Direct of the Carolinas. I live in a condo and I needed to have (3) windows replaced. ***** Windows had replaced (5) windows for my mom two doors down from me. She has the exact same windows as me and as all the other condo owners at this development. She is very satisfied with her new windows and referred ***** Windows to me. The rep informed me that he would do the sell over the phone since that’s their policy if I’m buying less than 5 windows. He initiated a measurer to come look at the windows to be replaced and to measure. No pictures were taken by the measurer, only measurements taken, so I reminded him that I am using ***** because my mom is a happy ***** customer. On September 23, 2022, a contracted installer for ***** came and installed the windows and I paid the balance due. I’m now aware that the installed windows are in violation of our HOA. As the owner of the condo, I only have to submit a request to the HOA for approval if I’m altering the windows by changing the style. I had no intention of that. I asked to have them replaced. The contract didn’t have the correct measurements or window style. I was told by a ***** employee that it’s a general contract used to initiate the “virtual” sale. Final details happen once the measurer comes out. The contract has typed in “No” for HOA. The contract also has different style windows. How did this happen? I’ve tried to get answers. The sales rep isn’t offering plausible reasons and the regional manager won’t call me. I’m told I can’t have his number either. The sales rep says they can offer their cost price to rectify the situation. I didn’t do anything wrong and am not paying another $1,200.00 for Joyce’s error. My HOA is patiently waiting before penalizing me with a fee. This is a double whammy! On May 18, 2022,

  

  Business Response

  Date: 11/21/2022

  We acknowledge that there was a lack of communication on both sides regarding what was needed for her replacement windows. This was a phone sale in which the salesman specifically asked her that since they lived in a condo if HOA approval was needed. She responded it was not needed since it was a simple window swap and asked for 3 standard white windows without grids. At no time was their mention that she needed custom cottage style windows to match what was currently in her home. Our measure tech's responsibility is to accurately measure for the replacement windows based on the information provided on the contract. After the installation had taken place, we were informed that her windows were not compliant with her HOA requirements and the salesman reached out to discuss options for replacing the windows again. We offered to do so at the discounted rate of $1,200.00 to help offset the additional cost to meet the HOA requirements since we were not informed anything special was needed for the project. 

  Due to the circumstances, we will be swapping the existing sashes in those 3 windows with cottage style sashes to meet her HOA requirements at no additional cost to the customer.

  Customer Answer

  Date: 11/22/2022

  [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:

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:
  
  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: 01/06/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  ******,
  Today ***** Window removed their windows and installed the correct 3 cottage-style windows so we are now compliant with our
  HOA.
  THANK YOU for your quick response to my
  complaint.  I’m grateful.
  ******* *****************

• Initial Complaint

  Date:10/29/2022

  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.

  On 8/29/22 my husband and I contracted with Joyce Factory for a shower removal and new installation. See contract. The cost of the project was$8822.00, and we made a $2647.00 down payment. The project is described as installation of walls, a floor base, shower head, and a standard glass door. We were told the project would take two days. Installation of the walls, base, and shower head was completed on Oct. 24-25. However, the shower door was not installed due to negligence on the part of the company. When my husband and I signed the contract, the salesperson (Brian) said someone would call to make arrangements for final measurements. When that did not occur, I called Angela, the contact representative, and asked if someone would be out. She said it wasn’t necessary. Consequently, the door brought out on the day of installation did not fit. We were asked to make payment on the contract, minus 10%, upon completion. We refused. The $882. would not cover the cost of a new door and installation should we not receive one from Joyce. After several contentious interactions with multiple employees, we offered to pay $4000. toward the balance, with the remainder to be paid upon installation of the door. No one would give us any indication of a timeline for when the door would be installed. We were threatened with cancellation of the door, a lien on our property. Joyce charged our Master Card for $5292.80 despite my husband’s disagreement with the charge. That is currently in dispute with Master Card. We are wondering about the good faith of Joyce regarding the installation of the door. We are using a shower curtain until this is resolved. At this point, we have requested to communicate with Joyce Factory by email to try to resolve issues. Since I made that request, I have not heard from anyone. I have several emails which I have sent, and I’ll try to forward them.

  

  Business Response

  Date: 11/17/2022

  We apologize for the inconvenience. The door selected for this project has a width tolerance of a few inches which in most cases works great with some field flexibility on the size to install when the new bath or shower is installed.  Sometimes after the removal of the existing bath and the installation of the new bath, the width can change beyond the width flexibility.  The width needed after the bath was installed was too wide and a new different width door was needed.  We have received the door and installed it recently. We apologize for the inconvenience and hope you will enjoy the bathroom for years to come.