Complaints

This profile includes complaints for Great Day Improvements, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Great Day Improvements, LLC

  2500 E Enterprise Pkwy Twinsburg, OH 44087-2338

• 

  Great Day Improvements

  268 Dunksferry Rd Bensalem, PA 19020-6540

• 

  Patio Enclosures

  198 Green Pond Rd Unit C Rockaway, NJ 07866-1219

• 

  Great Day Improvements, LLC

  530 Hayden Station Rd Ste E Windsor, CT 06095-1337

• 

  Great Day Improvements LLC

  1419 W 12th Pl Ste 104 Tempe, AZ 85281-5232

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:12/03/2023

  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.

  We had a porch enclosure from this company last year. We had been away for a number of months and only recently have been back at our home. Our porch enclosure leaks in ten places whenever it rains. In addition, there are a number of sections that are not aligned. The workmanship appears haphazard and the cost was excessive for the quality of the porch. In addition, when we contacted the company they requested a number of pictures which we sent in. The company continued to request more pictures. After all these pictures were sent it was a slow response from the company. We had to call every few days before we received any type of response.

  Business Response

  Date: 12/06/2023

  We sincerely apologize for any dissatisfaction you experienced with our services. Our company has faced various challenges,notably staff shortages, in recent years. While we understand this doesn't excuse any issues you encountered, it has unfortunately led to delays and miscommunications. Despite the setbacks, we want to assure you that we stand behind the quality of our finished product and will work diligently to address all your concerns. A rep from your local branch will be reaching out to you to confirm a date for a service call. Thank you for bringing this to our attention, and we appreciate your understanding. 
  
  - The Great Day Improvements Team

• Initial Complaint

  Date:11/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Great Day Improvements/Patio Enclosures installed a three-season sunroom in February 2013. My complaint about a leaky roof began in October 2022. One service call on Oct. 28 did not fix the problem. I paid $1185 for that service call. I again repeatedly complained about continued leaks. On a second service call on March 23, 2023, the installers told me they had not been informed of the problem, and they did not have enough of the preferred sealant on their truck. They would supplement with something else. Some seams of the roof seem not to leak any more, but two seams have continued to leak. Repeated emails from March through mid-July did not bring any scheduled service call. On July 14 ***** said that ****** would be in touch when something was scheduled. I never heard from ******. Finally, on November 10, 2023 I sent a more forceful email, which elicited a response from ******. Ultimately, she said that I would need to pay an additional $1685, since there is a 90-day warranty on service calls. I think this is unreasonable, since the original problem of a leaky roof was never satisfactorily fixed.

  Business Response

  Date: 12/04/2023

  We are so sorry your experience with us was not what we would
  have hoped, and we apologize for any delays and miscommunications that have occurred.
  Someone from your local branch will be calling you to set up a service call. We
  will finish sealing the roof at no additional charge to you. Thank you for
  reaching out.
  
  The Great Day Improvements Team

  Customer Answer

  Date: 12/06/2023

  I appreciate the response from Great Day. They will send someone on December 21. Once they do so and the repair is complete, and after a heavy rain confirms that there is no more leaking, the case can be closed.

• Initial Complaint

  Date:11/13/2023

  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.

  We first started to work with Patio Enclosure in 8/22. They had told us that the project we were interested in would be doable and that it would be installed before the winter set in. The total was$93,000for a 15X18 foot room, with a 9 ft side wall and a gabled roof approximately 12 feet high. They required a $27,000 downpayment to start the process of getting a permit and for their engineers to start the actual paperwork for the design. A few weeks later, they called and said the project would cost another$4,000for adding things that had initially been overlooked: some electrical, a trench footer, two posts to support the roof, and changing the height of the walls from 9 feet down to 8 (which their design team said needed to be done).it took months for them to confirm the permit; we were now in early spring. They then told us they couldn't accommodate the project we wanted. They could no longer do the ***** roof; it needed to be a single-slant roof. The room size would also be 15X13 feet, shaving off 75 square feet and cutting the room almost by 1/3 and also changing the spaciousness of the original ***** roof. They said these changes were due to permitting issues, yet we have a stamped permit with the original design approved. They said they would cut the price by approximately $10,000, a drop in the bucket considering how much smaller the room would be. At this point, it was a completely different design and would not allow be what we wanted. Once they started the project, they cut into an existing custom concrete patio in the wrong area, marring it and backfilling it with ugly grey concrete. Now, it requires us to put in carpeting to hide it. Then proceeded to leave our roof open over a long, rainy spring weekend. This caused a lot of water damage to 2 main walls in our family room. The cost of mold testing and repairs was$9000. The cost of carpet to cover up the concrete damage was another $4000. This added $13,000 to our charges.

  Business Response

  Date: 11/22/2023

  We are so sorry to hear you were dissatisfied with the service you received. Many things have impacted our company over the past few years. This is no excuse,but we have seen some delays and miscommunications due to this issue, staffing changes, and longer wait times. We regret that your project was not completed with the care and quality that we pride ourselves in providing. Our Regional Manager will be contacting you to discuss your concerns and to come up with a resolution. Thank you for reaching out, we use every review as a way to improve our customer experience.  
  
  -The Great Day Improvements Team 
  

• Initial Complaint

  Date:11/06/2023

  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.

  We purchased an enclosed 2nd floor patio from PATIO ENCLOSURES/Great Day Improvements back in July 2023. It’s now November 2023 and they still have not installed the patio and have no planned start date. Now I’m paying on a patio I do not have, as they charged the finance company, ********, and the bills are coming in. In addition to this, they already knocked off my bottom stairs to my patio. So I just have a giant hole in my upper patio. I've been told this is a code violation.
  
  I finally found out why the company won’t come out to finish the work, it turns out this company isn’t licensed to work in my county or my city and they cannot seem to get a license. As of November 6th 2023 they are not allowed to build in ****** ****** or in the City of *********.
  
  I contacted their offices about getting a refund and getting my upper floor deck fixed, but they are throwing the contract I signed in my face. I’ve made 4 payments on the deck and I’m on the hook now for tens of thousands of dollars for something they haven’t built and a hole in my deck.
  
  The city said charging me for work and knocking out my stairs is likely a violation of the law/code, so I believe my contract is null and void. What I would like is one of two possible solutions:
  
  1: * Discount on agreed upon work to match current deals
  * All payments to be frozen until work is completed (they currently have 12 months no payments)
  * A commitment to when the work will start/finished
  * Official acknowledgment that they will do the electrical work
  * New draft of the design plans
  
  --OR--
  
  2: * Complete refund of everything paid and no 'legal' backlash or fees
  * 2nd floor deck repair to code
  * Account with ******** closed
  * Credit repaired for the points lost upon opening the account, as I'll need to now get financing from another company to replace my upper deck. I lost points though getting the ******** loan

  Customer Answer

  Date: 11/08/2023

  The business reached out and set up a meeting with me and my wife. They provided what I feel is accurate information regarding the delays, committed to doing follow-up on my short list of issues, and have developed a plan forward. Overall the team that reached out was very professional and had a great focus on customer service. The team impressed us and we are willing to see the project through, provided our action items from the meeting are addressed. 
  

  I believe most of my issues really came about from dealing with a team that was not local. When the team local to me reached out, the experience was so much better and the information given to us seemed clearer and less combative. 
  

  I think as long as I’m dealing with the local team and the communication stays this good, I’m comfortable closing this case. 

• Initial Complaint

  Date:10/23/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We paid a large chunk of money for a small back porch enclosure that included one sliding door and a sliding screen door . That was in the late summer. We were initially told the install would take 8-10 weeks to start. We were scheduled and rescheduled at least 3 times (due to delivery issues) which was frustrating, but we tried to understand. The install was done, and we loved the space. The quality of the product looked great, and the space looks great; however, two months later the sliding door became difficult to open, and the trim inside the slider was coming up out of the frame on the posterior edge of the door. The "pet proof" screen has also ripped away from the frame. I started calling around 9/20/23, leaving messages for someone to call and schedule a repair of the door and screen, and have yet to get a call back or be schecduled. Between 9/20 and 10/2 I left 3 voicemails on the local number. I left another message on 10/3, and used the chat online to get help. On 10/4, I was able to get ***** on the phone locally, but was told they were "too busy" and "short staffed" to help me. I was told they might be able to get to us the following Friday, but no appointment was scheduled. ***** said she would call next week. I received no call, and no one showed up on that Friday. After 2 more calls after that, on 10/17, I was told via text that the office contact person is no longer with the company - both the local and 800 numbers went to her cell phone, so I went back to the chat online for help. Since then I've left 4 more messages, I've chatted online 2 more times, and I still haven't gotten a call back.
  
  They were quick to schedule the quote, do the measurements, and take our money - but the customer service has been severely lacking. I just want the sliding door fixed, and the screen repaired. I don't need any money back, I just need their time to repair their product that is under warranty.

  Business Response

  Date: 11/01/2023

  We
  sincerely apologize for your experience not being what we would hope for. Many
  issues have arisen the past year including supply-chain & labor shortages,
  as well as exponential growth within our company. This is no
  excuse, but many of these things have led to
  delays, miscommunications, staffing changes,
  and longer wait times. We are currently working to
  get all of our locations staffed and trained to maximum capacity so we may best
  serve all of our customers. Our records indicate ***** has reached out to
  you to discuss your concerns. He is schedule to visit your home next week to
  resolve your issues.  Thank
  you for reaching out, we use every review as a way to improve our customer
  experience.  
  
  - The Great Day Improvements Team 
  

  Customer Answer

  Date: 11/04/2023

  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.  ***** actually came up early and made the repairs same day. Thank you for your help.

• Initial Complaint

  Date:10/16/2023

  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.

  We went into contract for an 18 x 22 3 season room on 10/24/22, and paid over $130,000.00 but construction didn't start until 5/22/23 (30 weeks from contract signing). The roof was supposed to be 6" insulated, but they installed 3" insulated foam instead. The roof leaks, even though they have supposedly fixed it 3 times now, every time it rains and has since caused interior damage to our home. We also paid for triangular transom windows, but after the contract was signed and the CAD drawings approved, we were told that they can't do the triangular transoms that we paid for. Two weeks ago the subcontractors were told to come pick up their tools from our property and no one has been back to work since. So the roof leaks, we don't have all the windows installed, the electrical has not been installed and they also have to install a new door. No one from Patio Enclosures or Great Day will return emails, phone calls, or text messages.

  Business Response

  Date: 10/24/2023

  We sincerely apologize for your experience not being what we would
  hope for. We
  do acknowledge that there were delays in your room's completion. Some of the
  delays were cause by CAD and changes that you requested. We do our best to
  finish every project as quickly and efficiently as possible. We will be
  ordering the correct 6” roof panels and installing them. Your local branch has
  been in contact with you and will be out for a site visit with the Installation
  Supervisor and our Regional Operations Manager. They will address all of your
  concerns as we stand behind our finished product. Thank you for reaching out.
  

  -The Great Day Improvements Team

• Initial Complaint

  Date:10/05/2023

  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.

  The contract for our patio enclosure included a clause for a 10% reduction in the amount if the project was not completed on time per the contract. I have outlined the details below along with 2 attachments.
  
  Please see the attached contract and refer to the last paragraph on page 1 which details the 10% price reduction if the project was not started by 12 weeks following building permit approval.
  
  Please see attached picture of building permit inspection report showing the permit issue date of 10/27/22. Please see that the building inspection failed on 1/17/23 which was 2 weeks past the deadline
  
  Also, please review the dates that Great Day communicated to ******** (for 12mos same as cash financing) the project was completed as the final draw was made on 3/30/23.
  
  I've attached the contract, the building permit and screenshots of my ******** activity for a timeline showing the permit was approve 10/27/22 and that 3/30/23 Great Day Home Improvements/Patio Enclosure was paid the balance for the project completion. You will also see that I paid the contract in full to ******** on 7/30/23.

  Business Response

  Date: 10/13/2023

  We are so sorry your experience with us was not
  what we would have hoped. We do acknowledge that there were delays in your
  room's completion. We do our best to finish every project as quickly and
  efficiently as possible. We currently have a call out to our contact at
  ********. Normally we would credit your ******** account, but since you have
  paid that off we have to take a different route. We will be contacting you
  shortly with the details. Thank you for reaching out.
  
  The Great Day Improvements Team

• Initial Complaint

  Date:10/05/2023

  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.

  Contract signed on 5/9/23. Work is still not completed. For months when I have contacted their office via email (they don't respond to voicemails) I have been told "Our records show the work has been completed". On 9/12/23 I emailed to inform them the flooring, stairs and electrical were not installed. They responded their records show the job complete and they took the final payment draw down. Flooring and stairs finally completed on 9/29/23. Electrical still not completed. Specifically, no line from house to sun room, fan and light not installed. Yesterday they told me they had reached out to electrician on 9/22/23 and yesterday 10/4/2023. Sent me the electrician's contact information - so now I'm expected to manage their sub-contractors?

  Business Response

  Date: 10/13/2023

  We are so sorry your experience with us was not what we would have hoped. We do acknowledge that there were delays in your room's completion. We do our best to finish every project as quickly and efficiently as possible. Our records indicate the electrician was out to your home 10/11/23. There was a delay on his end due to his systems being hacked. Thank you for reaching out.
  
  The Great Day Improvements Team

• Initial Complaint

  Date:09/26/2023

  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.

  6-1-23 met with salesman, **** **** (************).Explained we’d like a permitted, screened in room put on our existing patio. My brother/******* ******** put in during Covid. Was told no permit needed since replacing existing patio. I had a hand drawn diagram of what was done. **** said might need to dig up and redo footers but that wouldn’t look good, Told him NO. **** said it shouldn’t be a problem.He convinced us to go with a sunroom instead of just a screen room. Had to put down 1/3 of $40,000 cost, check for $12,299.87 given.
  6-7 met with **** who measured for the installation.
  7-6 **** called ‘engineers want peer placement’. Got them, updated diagram in red and texted picture. Also spoke to regional sales manager **** ******** ************.
  7-8 ****-having problems getting it permitted due to unpermitted patio. Can’t find work around, sent revised contract to ‘unpermitted’ for us to sign. I declined unless they wanted to take fiscal responsibility for any fines or deconstruction and rebuilding associated with doing so. Was told they would try to find a work around, ******** called wanted to know why, if we were ok to not have a permit for patio we needed one for sunroom. ‘They do these all the time without a permit, but now they’d be watching’.
  7-13 will send cancellation for return of deposit. He said may be a fee for ‘work, plans already done’. Signed, dated but before I could send ******** called, said to wait. After a a few sent cancellation.
  7-20 **** said his company wanted to keep the whole down payment. I said NO.
  Also spoke to ********.
  8-7 ******** ‘can put in new footers and proceed. I said that would be ok as long as it didn’t add anymore to my cost. He said it would be an additional $8,000. Said he had an iron clad contract and I didn’t cancel within the 3 days. Told him to look at 11.1 of contract.
  9-15 send registered letter to CEO, ******* ***. Recvd 9-18 no response.
  9-19 ******** want us to proceed. I said no.
  HELP

  Business Response

  Date: 10/04/2023

  We sincerely apologize for your experience not being what we
  would hope for. According to our records, your project was sold as
  permitted. When we submitted the CAD request we needed additional structural details
  to support our permit submission. We were not provided with the documents to
  prove required inspections were done on the patio and we were assured by you
  that the slab was done according to code. Footers must be placed under the room
  walls to comply with county code. Due to this we were unable to get a permit.
  We can continue and install the room without a permit, but we will not be
  liable for any fees, fines, or re-work that results from the municipally
  violations. Or we can add the footers for the additional fee. The contract that
  you signed with us is legally binding and states the deposit will be retained
  if the cancelation is requested after 3 days. Thank you for reaching out.
  
  The Great Day Improvements Team

  Customer Answer

  Date: 10/05/2023

   I am rejecting this response because:
  The salesman knew from the start we did not have a permitted slab. I showed him the drawing we had that my brother made and he told us it wouldn’t be a problem. He knew full well it would be a problem but as I’ve now learned this is a common practice by this company to force people to install unpermitted sunrooms. Which the salesman and regional manager both stated that they ‘do unpermitted all the time’. Their contract states if they fail to get the permit, funds will be returned (11.1) They are the ones breaking their contract. I am willing to pay them $300 for their trouble but they should not be rewarded for doing absolutely nothing except cause me health problems, worry and a smaller bank account.  I had asked them to provide the plans they supposedly had spent time on and was told by the manager none existed at this time. They have stolen my money and it should be returned. If you have suggestions I’d like to hear them or I will proceed on my own. Thank you.

   

  
  

  Business Response

  Date: 10/12/2023

  The inability to obtain a permit is no fault of our own. We were assured the pad was poured up to code but we were not supplied enough information to prove that. You have stated you wish to cancel your project after we offered 2 different solutions and that was well after the 3 day cancelation policy. We are expected to
  uphold our obligations under the contract and we expect that other parties to
  the contract will uphold their obligations.  Thank you.

   

  - The Great Day Improvements Team

  Customer Answer

  Date: 10/13/2023

   I am rejecting this response because patio enclosure and **** **** took our money under false pretenses. The salesman was told in specific detail how the patio was poured and he said it would not be a problem. We showed him the drawing, he took a picture. He said we might need to dig up and redo footers but I told him NO. He said they do these without a permit ‘all the time’ and again I said NO. As an experienced salesman he knew it would be a problem. They supposedly tried to find a workaround but what they came up with was us signing off on no permit or spending an additional $8000 to tear up a perfectly good patio which would then look bad according to **** or just let them steal our $12,000 + down payment for essentially scamming us. I have since found other complaints from consumers treated the same way. So evidently this IS how they make their $56 million a year.

  If BBB can’t offer any additional advice I will proceed on my own.

  Thank you for trying.

  
  
  
  

  
  

• Initial Complaint

  Date:09/21/2023

  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.

  April 21, 2023, A tree service company broke our front window when grinding a tree trunk and a stone flew hit our Stanek window! Owner wanted to pay for it right away, it took 21 calls to even get a response on a price quote, finally a response, the tree service owner fully paid May 31, 2023 of $1,007.93. ****** stated window will arrive July 7, 2023, however that was not the case, ****** stated our replacement window was not on the delivery truck! On June 29, 2023, ****** stated our replacement glass should arrive July 24,2023, she will let the service technician know we should be 1st scheduled. On July 25,2023, ****** stated our replacement glass arrived but its broken in their warehouse, sent pics! Great Day/Stanek broke our replacement glass didnt hear back, On August ******, called her to ask when will a new replacement glass come? ****** stated September 1, 2023, when it arrives will schedule installment service! On September 5,2023, didnt hear anything so I called ******, stated replacement glass is there, however - yes there is a however, the one person *****(*********************). to make us a priority but is busy catching up on other work, he will contact us when he will have room on his schedule! EXCUSE ME!! I called service ***** left a message for this ***** on September ******, left an impassioned plea message to PLEASE call me back, I WANT TO GET ON HIS SCHEDULE!! Today is September 21, 2023 and I have yet to hear back from ***** or anyone else! Surely ***** cannot be the only one who can swap out a replacement glass! This REPLACEMENT GLASS has been fully paid for and ordered since MAY 31, 2023 3 1/2 months ago! My husband and I are nervous as our replacement glass is siting in Great Day/Stanek warehouse where they could break it again, its been there 3 weeks now!! We should have been given PRIORITY right away and installed right away when arrived since Great Day/Stanek broke the other replacement glass in July 2023,would have been installed in July!

  Business Response

  Date: 09/27/2023

  We sincerely apologize for your experience not being what we would hope for. Many issues have arisen the past year including supply-chain & labor shortages. These things have led to delays, staffing changes, and longer wait times. This is no excuse, but we have seen some miscommunications due to this issue. According to our records you are scheduled to have a service call this week to replace the glass. Thank you for reaching out, we use every review as a way to improve our customer experience.  
  
  - The Great Day Improvements Team 

  Customer Answer

  Date: 09/28/2023

   I am rejecting this response because:
  
  ***** came an hour and a half ago,started looking at the window to be taken out and then looked at the windows in the dining room said they are triple pane, I said yes, all the Stanek windows in the house are triple pane glass. My husband and I were informed the new replacement glass is double pane (2 pane] glass. He said he could put the double pane glass in until a new order for triple pane comes in! My husband and I said NO WAY! It needs to be done right. It is suppose to be triple pane, *************************** , knows this! She has all the measurements and type of glass triple pane all on file. When she replace the glass in dining room twice over the years, she made sure It was triple pane. On May 23, 2023, my e-mail to ****** mentioned the triple panechecking on it before it was even fully paid for May 31, 2023. Not once was double pane ever mentioned at all. She has on file all triple pane in our home. This error needs to be corrected ASAP, we have waited so long for our replacement glass, October 1st 2023, is 3 days from now and Winter on its way! Incredible when you think how this glass was fully paid for, and order put in Spring/May!! We do not want this complaint closed until we have our triple pane SB60 glass installed. We do not want this complaint closed, the complaint with this company regarding our replacement glass has been ongoing preventing it from being installed. 

  Business Response

  Date: 10/04/2023

  We are unsure what happened as to why the glass was not noted to be triple pane on your original order. We reached out to our manufacturing customer service department, who are the ones that place the orders for the glass, and they stated the glass type was not indicated to be triple pane in the system. We are very sorry for all the confusion. The correct triple pane glass has been ordered and it will ship on our next truck that will arrive at the end of the month. We will reach out for an installation date once the glass has been inspected. Thank you.

  - The Great Day Improvements Team

  Customer Answer

  Date: 10/25/2023

  We did receive the explanation in the form of a e-mail from ***************************,who said the manager from ******************* admitted the error was on their end. The order she sent to them was correct and stated triple pane on it. *************************** also said the triple pane glass would tentatively arrive to their location Friday, October 27th, she will contact us for ***** to install once the glass is inspected. No date for when our triple pane glass will be installed to our home. My husband and I noticed that in the past years when we had the dining room replacement glass triple pane replaced twice, 2 different years, there were always two guys swapping out the old glass for the new one. It is a big heavy triple pane picture window glass between two crank out casements diamond etchings on each side of ****************** in short time.. The  window in the living room looks just like the dining room, big heavy picture window replacement glass triple pane to be replaced between two crank out casements diamond etched. However, ***** came alone on September 28,2023, to replace in error a double pane which we refused, and he is only 1 guy. *************************** e-mailed in May/June 2023 that swapping out old replacement glass for new one is time sensitive! We feel too heavy for 1 person..since *************************** mentioned it is time sensitive this is a concern for my husband and I. After waiting for months and that this glass was fully paid for in May, all the problems since May of getting this glass installed, I would not like for the party who fully paid for this glass to be charged extra on a time sensitive glass installment.

  Business Response

  Date: 10/31/2023

  We have received the glass for your window. ****** sent you an email 10/30/23 confirming receipt of the glass and let you know we would be out this week to install the glass. 

  Thank you,

  - The Great Day Improvements Team

  Customer Answer

  Date: 12/21/2023

   I am rejecting this response because:
  
  Yes, ****** on 10-30-23 did notify that the glass will be installed on 11-3-23 and it is a triple pane this time! However, the glass taken out was 15/16 and the new glass put in was 7/8, measurements wrong! *** the installer said it needed to be swapped out as the glass on the outside is loose! On 11-13-23, ****** said a new glass was reordered and will arrive 12-11-23 and *** will be installing it! On 12-12-23, ****** stated our glass was not on that truck and will check with manufacturing what happened?? On 12-13-23 the next ******************** stated that Manufacturing said our glass will NOT be on the next truck coming 12-27-23 either, What gives? This glass was reordered on 11-13-23, this glass has not been rectified to make it whole on what came out and this glass was fully paid for May 31, 2023! The payor has been calling for updates on this glass since he paid it and it is the end of the year and cold! I would like to see the correct size of this glass the same as what was taken out please!

  *************************

  Business Response

  Date: 12/28/2023

  *****,

  The glass was accidentally not loaded on the truck from the manufacturing facility. The glass has arrived and is now in the ********* offices warehouse. *** has called and left you a message today (12/28/23) to confirm a date/time for **** to come and install the glass. We are awaiting your response. Thank you.

  - The Great Day Improvements Team