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 Factory Direct of the Carolinas, LLC

  10345 Nations Ford Rd Charlotte, NC 28273

  
• 

  Joyce Windows, Sunrooms & Baths

  4583 Campbells Run Rd Pittsburgh, PA 15205

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:10/28/2022

  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.

  Back in March of 2021 we paid $10,000 to get a screen room put on the back of our house and was told they’d be able to start in June or July, once all permits were handled. In October of 2021, I had since sent several emails with no response as to when we were going get the project started. At that time, I reached out again to cancel and they begged me not to. I suggested they throw in shingles since I waited so long and they obliged. They started in December with the concrete crew, who was a subcontractor of a subcontractor. They first put the frame for the concrete backwards, had to come back and tear that up and rebuild the frame. Before pouring the concrete, the inspection failed two times for basic things like not digging footers or putting in rebar. They then left all the clay they dug up in front of where they poured the concrete, causing a disastrous mess due to rain, causing clay all over my house. This also caused a dangerous working environment for the next crew who installed the screen room. When I complained about the mess, the subcontractor for the concrete screamed at me over the phone for doing so. Once the room was complete in December, I noticed a huge 21 foot crack going through the entire length of the concrete pad. I called Joyce and they said it’s not under warranty and offered no solutions. I looked into getting it fixed and it will cost $3k on top of the $34,000 I paid for the room and concrete. I keep asking them how they will rectify it and they keep saying it’s not under warranty and the subcontractor, who screamed at me months ago, will contact me. Nobody has contacted me. Due to the initial issues with the concrete, as well as them improperly sealing the concrete by sealing over clay and dust from the stamp, Joyce offered me a mere $500 discount. Just because they threw in shingles to save the job and $500 for the other headaches is not an excuse for them to dismiss the resulting problems of their subcontractor’s subcontractor’s work.

  

  Business Response

  Date: 11/18/2022

  We are truly sorry that the project did not live up to Mr. ******** expectations. The permitting process can be quite time consuming and is completely beyond our control. Mr. ****** signed his contract 3/23/21 Between ordering the survey, having the room drawn by our engineering team, the plans approved by the homeowner, then approved by the home owners association all before we could begin the permit process with Mecklenburg County.  The county then took 2 months to issue the permit. We never put the sunroom into production until we have secured the permit due to design changes the county could request. The sunroom was ready to put into production on 10/19/21. I have a complete timeline of dates of each step and with customer communication which I feel is too lengthy for this response but can be provided upon request. To say that Mr. ****** had no communication is completely false. As a gesture of good faith we did agree to upgrade him to a shingled roof at no charge. ($3,000.00 value)
  
  The footing inspection did fail one time on 12/7/21 which is not uncommon. Mecklenburg County has a very large building department with numerous inspectors, all of which have different interpretations of the codes. We corrected the issue quickly and passed inspection on 12/9/21. It is industry standard practice for the dirt removed from footings to be placed next to the pad so that it is there for backfilling. This is construction work and we are pouring a foundation and adding a room onto the existing structure. Mud and mess is just a part of the process when it rains and in no way represents negligence on the part of our company.
  
  There is a crack in the concrete, again this is not uncommon and all concrete cracks. Joyce along with the vast majority of concrete contractors do not warranty against cracking. The ground movement and weather conditions are the two biggest factors that cause concrete to crack and neither are within our control. There is also no warranty from the concrete supply companies on the materials.  We did the work in accordance with building code, industry standard practices,  and all inspections passed. The stress crack is purely cosmetic and we would not advise trying to repair it. On top of the $3,000.00 free upgrade Mr. ****** had already received, we went a step further and gave an additional $500.00 cash discount for the perceived inconvenience.

  Customer Answer

  Date: 12/07/2022

  Hello. I am not satisfied with their response to this. My apologies for not replying sooner… I’m just getting over the flu. They threw in the shingles because I wanted to cancel due to no responses from them for months. If they did respond, they would say “we’ll know in a couple of weeks”. They took $500 off the price because my house was destroyed from all the clay they left and the fact that that sealed over the clay in several parts of the concrete. I understand minor stress cracks, but the main 21 foot long crack was more than a quarter inch wide throughout and the company I paid to fix the foundation said the ground underneath was never compacted and was very soft. The concrete is very heavy on soft soil, causing it to shift and crack resulting in potential, hazardous conditions. Again… the people who did the concrete were subcontractors of Joyce’s subcontractor. The other crew that came in to install the screen room were even shocked about how poorly executed the concrete was. Joyce lied during their rebuttal and it is extremely unacceptable. Are there any further steps I can take?
  
  Thank you for taking the time to help me with this. 
  
  Joe Milano

  

  Business Response

  Date: 12/09/2022

  We do not think that the reason why we added the roofing shingles at no charge is as significant as the fact that we did in fact give *** ****** a $3,000.00 upgrade at no charge. Mr. ****** had signed a legally binding contract, him cancelling is legally not even an option. Therefore we had no reason to gift him anything in exchange for not canceling. As indicated in a previous response many of the delays were beyond our control. The county does not communicate with us in any way as to the time frame for getting plans approved, as a result we generally do not have much information to pass on to the customer.
  
  The reason there are building departments and permitting is to ensure that certain standards are met. The county building department performed their inspection and granted approval to pour the concrete. We work with numerous building departments across several states and it is our experience that Mecklenburg County is among the most stringent anywhere. That being said we're sure if soil compaction was an issue they would have certainly not passed the inspection and allowed the concrete to be poured. We cannot put any guarantee on soil. Soil is continually moving and changing with the weather which can lead to settling and cracking of concrete. There is nothing we as a contractor can do to prevent this. All work was performed to industry standards and all work was approved by the county building department.
  
  The relationship between the crew and our company is irrelevant to the customers complaint. The crew that installed the screen room denies saying anything to Mr. ****** about the concrete or quality thereof. This response as well as the original response is accurate and fact based.  Thank you for your time.

• Initial Complaint

  Date:10/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had some work done on my house this summer. Joyce was late in doing the job from their initial time alottement, when they finally setup a time to come out they no showed, then took double the amount of time they said they would take to complete the job. From there, when they were finished, the whole three seasons room they built- flooded from faulty repairs they did. When I called I was never helped until I escalated the ticket for repairs, after one month of no call backs, me purchasing equipment to remove sitting water and several nights of me mopping up my flooded room, I finally got a tech from Joyce to come fix the room. The tech caulked some areas, drilled holes in paneling to allow water to run out, and it seemed to remedy the situation. I called ***** ******i to see if there was any way to be reimbursed for their mistakes and lack of desire to help, he said no. This organization is terrible, do not fall into their sales pitch like us.

  

  Business Response

  Date: 11/17/2022

  We are very sorry that we as a company did not meet *** ********s expectations. Project timelines are purely estimates. There are a number of factors beyond our control and our contracts clearly set this expectation. *** ******** contract listed a 12-18 week minimum lead time which he acknowledged and initialed. This contract was signed on 4/27/22 we began work on 9/12/22 which was about 19 ½ weeks. We have no record of anyone not showing up on 9/12/22 which was the scheduled start date. The job absolutely took longer than expected. We discovered upon demolition that the rot in *** ********s home was far more extensive than what we had anticipated. We had to support the entire roof structure and rebuild the walls from the ground up. When unexpected situations like this arise the priority is always to take the time needed to make proper repairs, we never want to sacrifice quality for the sake of the schedule.
  
  I have included photos of what *** ******* is referring to as a flood. Water did enter the room through the patio door, this was partly due to a lack of maintenance on the home and a gutter with trees growing in it causing excessive water flow on the patio door. *** ******* called in on 10/3/22 and we did get a service technician out to the customers home on 10/14/22  to ensure the leak would not occur again. *** ******* had requested financial compensation, however this was a small puddle of water that accumulated on indoor/outdoor carpet which was on a concrete slab. *** ******* claimed he had to purchase a wet/dry vac to clean this up but then told our service tech he borrowed one from another contractor working in his home. I told Mr Kreiger that we had already performed about $3,000.00 in additional rotten wood repair at no cost to him and that no further discounts would be offered.

  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 appear below.
  
  

   

   

  They are lying they said it was $300, worth of extra work not $3000 on the phone. The improper maintenance they are referring to, was a full gutter. In which was cleaned/handled prior to the flood as I told them already. Plus prior to them working on the three seasons room, that area never flooded. Then when they did work, thee room flooded, which in turn they came out to fix ONE MONTH and THREE floods later. Lastly, the initial flooding, I borrowed the wet vac from my contractor, subsequent flooding, that happened, I was not able to borrow from my contractor, because he was no longer at my residence. They are not telling the truth and it is despicable for a business like this. 

   

  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* *******