Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/10/2024

  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.

  I hired The Captain to do several thousand dollars worth of work early in the summer of 2023. They completed the work and I paid them the full amount. One of the main jobs was to clad 11 windows on my screened in patio in WHITE ALUMINUM so that I would not have to sand, prime, and paint the wood that frames them. When I went out to set up the patio this spring of 2024, all the nails they used in the bottom of all the window frames had RUSTED. I replied to a 2023 email from them on May 28 (captain 1st attempt.pdf file) to complain. After receiving no prompt reply I called them on May 30 and spoke with Wyatt who provided a new email address for them and so I forwarded the same email to the new address on May 30, 2024 (captain 2nd attempt.pdf file). To date, I have not received the courtesy of a reply! I tried to upload 2 pictures of the same window to illustrate the botched job, but the system said the files were too big. I did send them the pictures in both emails and you may be able to view them in the pdf files. I request that they remove the offending nails and replace them with either white nails or screws in such a way that they do not create a new eyesore. If need be, they can replace the bottom section of aluminum in all the windows.

  

  Business Response

  Date: 07/16/2024

  Hi BBB Team - We have received *** ******** complaint and have called him to discuss a repair. We didn't catch him so had to leave a voicemail. I called him personally. This was a very simple error that is somewhat common to the industry. Our installation team accidentally used steel trim nails instead of aluminum trim nails. The nails are approximately the same price and look identical, however the steel ones have the ability to eventually rust and ideally shouldn't have been used for this application. This was an honest mistake that we'll be happy to correct! We were a bit delayed in replying to *** ******* because we've been very busy replacing the individual who did *** ******** work initially. We'll absolutely do the right thing here. Thank you!

  *** ******

  Owner & Founder

  *** ******* 

  Customer Answer

  Date: 08/27/2024

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  My complaint was just resolved on Friday, August 23, 2024.  The company sent a very accomplished employee to repair the shoddy work that had been done last year.  I still need to make sure the repair will survive the Cleveland winter, but I am optimistic since the technician said he used rust proof nails, and rusty nails was the problem I reported.  Naturally, I wish the repair had been done in a more timely manner, but I do understand the seasonal nature of the company's business and I cooperated with the scheduling of the repair so as to try to let them have a good summer season.