Complaints

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

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  DaBella

  3495 NE Aloclek Dr Hillsboro, OR 97124

  
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  DaBella

  205 Shoshone St N Twin Falls, ID 83301-6133

  
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  DaBella

  33530 1st Way S Ste 201 Federal Way, WA 98003-7332

  
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  DaBella

  459 N Gilbert Rd Bldg A Gilbert, AZ 85234-4591

• 

  DaBella

  1701 E. Lamar Blvd., Ste 275 Arlington, TX 76006

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:06/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 7th DaBella windows came out to install new windows in my home. The windows they installed were improperly installed as I have had significant frost and condensation build up on the inside of my living room windows. It is so cold in my LR that I need to have a blanket over me to keep warm. I complained to the company several times and *****************, the District Mgr. came out in January, 2024, he agreed it was unusually cold near my windows. I told him during installation the crew removed the fiber glass insulation under my windows and when I asked the crew supervisor about it he told me it would be replaced with foam. Not a drop of foam was ever applied. **** also informed me he put in a "work order" with several items listed to be fixed, one being a broken window with punctured screen. That was in January, 2024. It is now June, 2024 and we haven't heard a peep from DaBella. Early June it rained with some strong winds and I had major water leakage coming in from the new windows. After contacting DaBella several times and only getting the receptionist, I physically went to their business and demanded someone come out. I was told crews were busy "drumming up new business ", isn't it more important to do a job right, and fix problems rather than drum up new business? Finally I was told someone would be out around 10:30, then it was 1:00, then 3:30, then 5:00. Finally 2 crew members showed up at 4:20. They told me they were using a Industrial strength " caulk. Yeah right, why didn't they use it in the 1st place. Today it's 2 weeks later and it's raining, and I have water coming in the same areas. Another day off work, and I can't get ahold of ANYONE at DaBella, even though I was given numbers to call in the event I had additional problems. I was texted back that they were on vacation but would try to get some one to call me. Mean while my drywall, wood ***** and **** floors are being damaged. More rain in forecast.

  

  Business Response

  Date: 06/18/2024

  We sincerely apologize for the inconvenience and distress you have experienced with the installation of your new windows. We appreciate your patience and persistence in bringing these matters to our attention. We were able to address and resolve the issues on June 11th. Once the hole was patched up, it was shown to the homeowner.
  Thank you again for your patience and understanding. If you have any further concerns or need immediate assistance, please reach out at ************, Option 1.

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21832357
  
  I am rejecting this response because: DaBella did show me a hole that was cut in the Jchannel, that they did, but continued to put the blame on the siding company.  A rep. from DaBella took a picture of the hole and tried to patch it with ample amounts of caulking.  It rained the next day and water continued to pour in but in 2 other places.  The oak sill is now warping, my wall under the windows feels wet, I'll probably get black mold. On Sunday,  June 16th a rep called from DaBella saying they'd be out between *****. I had to cancel my Father's day plans as thus is important to me, and I appreciate them coming out. Well they finally arrived at 1:46, 2 hrs LATE!! they only sent a text saying they were in traffic.  Anyways they pulled the entire window out, found there was no drip channel, hole in ********, no insulation,  and less than half the window had been caulked. 2 guys reinstalled the window, but at 4:00 am I awoke to water pouring in from 2 locations  since I called ***** the installer, he came out and recaulked the entire window AGAIN. I fear I will always have problems stemming from this and my biggest fear is mold. They tore out all the fiber glass insulation under my window saying they were putting all this foam insulation and I would be toasty and warm. It is so cold and I have frost and condensation built up on my windows all winter long. The lack of insulation might be the problem. I am totally not pleased with any of this company's business tactics.  I still have a broken window with a punctured screen,  I was told a work order was completed back in January but it's now June 17th and nothing has been done. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 07/02/2024

  After consulting with the local branch and third-party inspectors, it has been determined that the leaks are not due to the window installation. However, we are committed to providing the best experience for our homeowners. We will be performing an air leak test and addressing the *** of the customer's window sash and the torn window screen, as stated in the customer's original complaint. One of our team members will be in contact with the customer to schedule this as we continue to resolve the issues.
  

  Thank you for your understanding and patience.

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21832357
  
  I am rejecting this response because:
  DaBella came back out and finally admitted that it is not the siding company fault that the windows they installed are continuing yo leak. In another recent storm I had almost every window leaking with rain pouring in. DaBella sent out 2 guys and they tore the siding off and put a barrier tape down around 2 of the 14 windows they installed. They taped, recaulked and put the same siding back on. They NEVER did an "air test" as stated by their rep in former response.  The siding job looks like a blind man or a 5 yr old replaced the siding. It's NOT ACCEPTABLE.  even their rep said it looks like "Sht". He told me he texted his boss and said we need to buy her new siding and replace it as it got destroyed in removing it. In addition,  they destroyed my shrubs in front of the windows they recaulked.  My association will bill me for the cost of replacement.  I will give them that bill. Why would you create yet another problem? I have looked into an attorney as I feel this is going to be a continuing battle with lip service from their rep. It's now July 3rd and only 4 of the 14 windows have been looked at. Still broken window not fixed. I'm waiting on the next storm/rain to see if their repair job holds. Fingers crossed.
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 07/12/2024

  Thank you again for your detailed feedback and for giving us the opportunity to address your concerns. Your satisfaction is incredibly important to us, and we strive to meet and exceed your expectations.
  On several occasions, we have shown both the homeowner and the building inspector that the leak they are experiencing is not due to the windows that we have a contractual obligation to. We take full ownership of ensuring that our work meets the highest standards. Additionally, in an effort to ensure that our work meets those standards and to clear up any other doubts the customer may have, we have scheduled an Air Leak Test with the customer this upcoming Wednesday, 7/17, at 10 AM.

  We appreciate your understanding and cooperation. Should you have any further questions or require additional clarification, please feel free to reach out to the manager you spoke with to schedule the Air Leak Test or contact **************** at ************, Option 1.

• Initial Complaint

  Date:06/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to get an itemized Invoice from DaBella for almost 2 months. The windows are great. The installers were wonderful, but DaBella totally lacks integrity and transparency in my opinion. I believe I should know what I paid for. I need the invoice for tax purposes, but they don't seem to want to produce one.

  

  Business Response

  Date: 06/19/2024

  Thank you for your patience and for bringing this to our attention. We strive to provide our homeowners with the best experience and take your feedback seriously. Your invoice will be sent to you shortly. We sincerely apologize for the delay and assure you that we are committed to providing the integrity you expect and deserve.

• Initial Complaint

  Date:06/08/2024

  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.

  This company sent a sales person to my widow mothers house. The salesperson told her she had black mold without any evidence and told her she needed to replace all the windows in the whole house for $20k. Pressured her into signing a contract on the spot and giving $2k down without getting a second opinion. Super scammy salespeople and company. I already advised her to call her bank and put a stop payment on the down payment. Tried calling to cancel the contract but they are closed on the weekend.

  

  Business Response

  Date: 06/14/2024

  Thank you for bringing this to our attention. We deeply empathize with your concerns and sincerely apologize for any distress this situation may have caused.
  We have carefully reviewed your case and confirmed that the job was canceled in our system and the deposit was never pulled.
  If you have any more questions or concerns, please do not hesitate to give us a call at ************, Option 1.

  Customer Answer

  Date: 06/14/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired DaBella to replace my roof back in November 2023. The subcontractor they hired damaged the vinyl siding in multiple spots that were noticed at the time the job was completed. (They also broke a gutter clip, but that wasn't seen until a month later)This was communicated to ******* the project manager, who we thought would do good by us and get them to come make the promised repairs in a week or two as they had stated.The weather was starting to turn and we wanted to give them the benefit of the doubt, but it is now June and we haven't heard from the subcontractor, her or anyone else at DaBella since.

  

  Business Response

  Date: 06/14/2024

  We have been in contact with the customer, and we are actively working on a resolution for the issues. Once we reach an agreement, we will proceed accordingly.

  If the customer have any further questions or concerns, please do not hesitate to reach out to the office manager they have been speaking to.

  Thank you for your understanding and for giving us the opportunity to serve you.

  Customer Answer

  Date: 06/19/2024

   
  Complaint: 21818402
  
  I am rejecting this response because: the company agreed that the damage should not have occurred and offered a signed addendum guaranteeing reimbursement not to exceed $750 for repairs because her GM stated "it shouldn't cost more than that to repair".(That was on Friday 6/14, and that still hasn't been received in the mail or email.) I contacted 4 companies to get a quote and start moving forward, and only one that came back with a quoted amount stating "there's no way to properly repair the j channel or corner posts without removing the siding top down" and an estimate of 4-5k. Upon hearing this i reached back out to ******* yesterday afternoon to make her aware and haven't heard back as of yet.

  If the company is able to find someone for the lesser amount and send them to make the repairs, I'm all for it.  But having attempted to get 4 different quotes, the one received is not even in the same ballpark amount of whats been offered 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/03/2024

  Thank you for sharing your concerns with us. We apologize for the delay. Fortunately, we have secured and scheduled a new installer to visit the customer's property this afternoon, July 3, 2024. They will assess the damage firsthand and determine the best course of action to resolve the issues.
  Rest assured, the installer's team will be on-site as scheduled, and we have informed the homeowner accordingly. Our goal is to find a solution that meets your expectations and ensures the repairs are completed effectively.
  If you have any further questions or concerns in the meantime, please do not hesitate to reach out to us directly. We are committed to resolving this matter to your satisfaction.
  Thank you for your patience and understanding as we work to address this issue promptly.

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21818402
  
  I am rejecting this response because:

  There is no other way to keep the case open until resolved, and I'm unsure if I accept the complaint if it can be reopened if DaBella doesn't follow through on the repairs?

  DaBella sent a subcontractor over on 7/03 to take a look and provide them a quote for repair. I haven't heard any update since then, so I'm not sure where that stands now? Today is the final day I have to respond to the complaint per the email.

  If the last resolution from the business to get the repairs made is completed and the work is satisfactorily done, I absolutely agree with that and moving forward to get this case closed.

  
  Sincerely,
  ***********************

  

  Business Response

  Date: 07/22/2024

  We apologize for the delay, but rest assured, we are committed to following through and completing the work to your satisfaction. We have the service scheduled for tomorrow, 7/23/24, to address the necessary issues.

  Customer Answer

  Date: 07/27/2024

   
  Complaint: 21818402
  
  I am rejecting this response because:
  

  again, only option to keep the case open until fully resolved. Not an actual rejection 

  The crew came out on 7/24 and made repairs to the corners and j channels. The repairs there are done satisfactorily, thank you.

  The gutter clip(/s?) however has not yet been repaired, and my last 2 attempts to contact ******* have gone unanswered. In the beginning she stated that repair was easy, so I was surprised to see that not addressed with the other repairs? The location of that gutter is directly above my front door, which created an icy nightmare last winter I'd like not to repeat again.

  Once that last detail is repaired, I'm completely satisfied and the case can be closed

  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/09/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for the issues you have experienced with the vinyl siding and gutter clip damage during your roofing project, and for the lack of follow-up communication from our team. This is not the standard of service we strive to provide, and we regret any inconvenience this has caused. Please rest assured that we are taking immediate steps to address these issues and we will be reaching out to schedule a service date. 

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 21818402
  
  I am rejecting this response because:

  I was told that the gutter was in pretty bad shape. It was older for sure, but was still functional as intended prior to the gutter clip being broken. I'm guessing the months in between it happening and being out in the elements probably did make it beyond repair or worse off with a clip alone not being enough to remedy the situation after. However being given the suggestion after to have DaBella quote me out for full replacement was laughable. After this long and me doing far more than I should've needed to do, the last thing I was about to do is more business with your company with its lack of care and customer support on a new project. The only reason I saw any movement at all was because of this BBB claim, not because the business felt the need to make right, but because higher up the corporate ladder told them it needed to happen.

  So I guess I'll take it from here by handling the gutter replacement myself, and call it a partial resolution with the siding repairs having been made. 

  The case can be closed

  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/07/2024

  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.

  Last year we had DaBellas from ******, ********** put in our new siding which we love they talked us into doing windows which we needed new windows and showed us windows that we thought we were getting but then switch them out when the installation came, but that was not the only problem. The main problem is that the windows that they brought were generic size windows and did not fit the holes that were left in our house, so a lot of caulk and pieces of wood were used to make the windows fit. And then when the job was not finished properly, we were promised that it was a service issue and we needed to pay start paying the bill and they would come out and finish the hem. That was in January. Our windows are still looking the way they do and I have a very good video of it .

  

  Business Response

  Date: 06/14/2024

  Thank you for bringing your concerns to our attention and for your patience throughout this process.

  We genuinely appreciate your positive feedback on the new siding. Regarding the windows, we understand that the installation did not initially meet your expectations. Our records show that we have taken all necessary steps to resolve the issues with your windows and have fulfilled our contractual obligations. At this point, we believe we have done everything we can to address your concerns and that the resolution the customer agreed to demonstrates our commitment to their satisfaction.

   

  Customer Answer

  Date: 06/15/2024

   
  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.
  
  Sincerely,
  
  **** & *********************

• Initial Complaint

  Date:06/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company took $20K for a windows and siding project on my home and have not started the project. Have had poor to no communications with me. Has schedule the job and cancelled the day they scheduled. Dropped off siding and did not come to inspect the siding or to see if any was damaged and have not returned my call.

  

  Business Response

  Date: 06/14/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for any distress and inconvenience you have experienced during this process.
  We have been in regular communication with the customer's husband. We understand that the complainant was not aware of these conversations as they were traveling for work.
  Currently, we are waiting for their windows to ship by the end of the month so we can schedule and complete the installation promptly.
  We are committed to providing our homeowners with the best experience and take your feedback seriously. Your satisfaction is important to us, and we are doing everything we can to ensure the project is completed to your expectations.
  If you have any further questions or concerns, please do not hesitate to reach out at ************, Option 1. Thank you for your patience and understanding.

• Initial Complaint

  Date:05/31/2024

  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.

  DaBella sold us on their promises of a quality roof which would be done in 3 days, and also stellar customer service. May 21st, most of the roof was done, but skylight was not installed and we were unaware it wouldn't be. That same day, the ******* of the job said he would return on the 28th to install the skylight but when he did come back, he did something else, then asked me to sign that the job was completed. I didn't sign it. I have repeatedly tried to call the project manager and she has not returned my calls. We want to know when the job will be done. There are two areas where the siding meets the roof which are opened at that roof line and another area which looks unfinished. The ******* said he would fix those, but in another place similar, he put an unpainted board. There is no way I can paint those while they are up and if it was his intention to put them up without painting, I would even paint it myself, though it isn't my job. We spotted those and he did not bring them to our attention. To our knowledge, the rest of the roof looks good, but we would like someone to take a look at the work and inspect it when this job is completed and skylight installed.My husband has *********** Disease and uses the sunroom a lot, our plants rely on the sun, and we have travel plans. It is an inconvenience not to have the job completed.We are easygoing people who bought Subway lunch for 10 roofers, we respect people. We expect the same kind of respect and require communication, job completion and work inspected.

  

  Business Response

  Date: 06/07/2024

  We would like to thank the customer for bringing this to our attention and for providing lunch for our installers.We informed the homeowner that we would return to install the skylight once it was ready and provided a service ticket for reference.Regarding the need to revisit the site, the homeowner contacted us about an issue with the ridge on the roof, which we promptly addressed the next day.While the roof is complete, the skylight installation will be handled separately. We understand the timing concerns, but custom skylights can take up to four weeks to manufacture, which is beyond Dabella's control. We will keep the customer updated.

   We appreciate the homeowner's patience and understanding as we work to ensure their complete satisfaction.

  Customer Answer

  Date: 06/14/2024

   
  Complaint: 21785327
  
  I am rejecting this response because:
  
  The skylight was to take 4 weeks from measuring and that was May 22nd.  The promise was for 4 weeks when originally we were told it was three days, but we accepted that and believed it would be installed by June 22nd.  Now we are we have been informed the skylight can take up to July 27th.  There is no way we can possibly understand this delay.  
       Please clarify what the holdup is and what company you are using which takes over 2 months to get a skylight.

  Sincerely,
  
  *******************************

  Customer Answer

  Date: 06/23/2024

  From:

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

  19055 Barnacle Rock Rd

  Brookings, OR 97415

   

  To: B.B.B.

       Quick timeline is that April 21st, measurements were taken for skylight when we signed for the roof to be done.  May 21st, the roof was completed by a roofing contractor hired by DaBella out of the **********, OR office.  THe surprise was that the skylight was not installed, but office manager, who also is the project manager, said more accurate measurements were needed, and these were done on day skylight was removed.  She said it would be installed in a week or two.  We had not signeed completion of the job, but a rep came and obtained it, saying it would be done by June 21st as 4 weeks was needed.  And added the extra holes to be repaired on the siding.  We did not receive a copy of the repair notice.  June 14th, I received a text message stating that the skylight would be in between June 27th-July 27th.  I called a company who makes skylights in **** and they said that the 3by6 size needed now comes stock.  

  I have questions and need a call to talk to someone in a position to provide answers and no one is calling with solid answers.  The last I heard was that special order was necessary because 3x6 is outside the dimensions of the stock warranty.  I think it may be because they only recently made it stock item and DaBella just needs to update page 2 of their contract.

       In any case, we need out job done when promised.  We thought paying the extra money would give us good customer service and this has not been the case in terms of answers.

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

  home ************  leave message if not home and ************ cell

  

  Business Response

  Date: 07/03/2024

  Thank you for sharing the detailed timeline and expressing your concerns. We understand how important it is to have clear communication and timely updates regarding your project. The local General Manager has been in regular contact with the customer to provide updates and address their questions. We appreciate your patience as we work through these details.
  The expected date for the skylight to arrive that has been relayed to the customer is 7/15/24. We are committed to ensuring that the installation is completed as soon as possible once the skylight arrives.
  

  Once again, thank you for choosing DaBella. We appreciate your continued patience and understanding.

  If you have any further questions or need additional assistance, please do not hesitate to reach out to the General Manager you have been in contact with or our customer service at ************, Option 1.

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21785327
  
  I am rejecting this response because:

  The day after writing the last BBB response, I received a phone call from a **** ******** at DaBella saying the skylight was arriving on July 2nd and the project manager would be setting up to schedule for installation by last Friday, July 5th.  Instead, I read the BBB response made which stated something different so I immediately called DaBella who said the skylight had been delivered.   The rep was ***** who said that paperwork said the skylight had been delivered.  I got ahold of **** who works in the ********** office from an old text message and he said the skylight was not there and would arrive July 15th, that he had seen an email from Velux stating that.  Which is it?  Who is correct?  Was it received or not?  We want solid delivery and installation dates, friends arrive next week, we have had to put travel plans on hold, and we want more communication, a customer service promise ********************** makes to its customers which **** us to them in the first place as this is a time when taking care of the customer is truly necessary.  We should not have to dance through hoops like this, any changes or anything different should have been immediately addressed by the WHite **** office.  We could have made several trips over the past 7 weeks, 49 days, since the new roof was put on and the light in the sunroom went dark.  I have even BOUGHT AND PAINTED THE BOARDS TO REPAIR THE SIDING, ALL THAT IS NEEDED IS FOR THEM TO PUT THEM UP. 

   

  
  Sincerely,
  
  ***** and **********

  

  Business Response

  Date: 07/12/2024

  We sincerely apologize for the setbacks in the timeline and any confusion caused by conflicting information. We understand how frustrating this situation must be, especially given your upcoming plans.
  The most recent update we have received indicates that the skylight is expected to arrive on July 31st. At this time, we are moving forward with that date. Should there be any changes or further updates, we assure you that we will reach out to you immediately.
  We are committed to providing excellent customer service and ensuring you are well-informed throughout this process. We apologize for any inconvenience this delay may have caused and appreciate your patience as we work to resolve this issue.

  Customer Answer

  Date: 07/13/2024

   
  Complaint: 21785327
  
  I am rejecting this response because:

  There has been no communication between the general manager keeping us in the loop with updates.  Thank goodness for receiving  information through BBB.  Calling the DaBella customer service number only results in long wait times and the pleasant reps, once they do answer, cannot seem to get any information or can they get anyone from the ********** office to call me back. 

         I learned today  directly from Velux in ************** that 6 weeks maximum is the time for a custom skylight unless it is a commercial order which could take up to 2 and a half months.  They only needed the order number to check up on this order which was not made available to me. Their number is ************.  Receiving the skylight on July 31st puts us at the 10 week **** and seems excessive without further explanation as to why this is happening.  

       We appreciate working with businesses which really do what they say they do, and live their sales pitch which is that they will be there for the customer.  It is true that weather is not currently rainy, but living on the coast we get lots of fog and the brightness of that room really helps my husband who has *********** Disease and spends a lot of time in there.  Our plants are not happy either.  

       Please reach out to us when you hear anything.

  Sincerely,
  
  ***** and *****************************

• Initial Complaint

  Date:05/30/2024

  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.

  March 2024, we agreed to purchase a new roof from DaBella. Their agent/salesperson told us we qualified for six months deferred financing. If not for that, we would not have continued. After the work was completed, we received a bill from Aqua finance due April 27th (!). The statement was dated April 2nd. for $356.45. We contacted DaBella by phone (customer service) and were promised a check for six months of payments. It has been more than two weeks, and no check has been received. We feel taken advantage of. The salesman was Recan Rasheed. The boss assured us that we could get deferred financing. When we called again, he said we weren't eligible. Aqua Finance has contacted us repeatedly, and finally agreed to accept payments of $50.00 per month until a bill is paid off in October, but this situation will adversely affect my credit score. Can anything be done?

  

  Business Response

  Date: 06/05/2024

  We sincerely appreciate the customer's patience and understanding during this time. Our primary goal is to ensure every customer feels valued and cared for, and we regret if we fell short in any way. Please be assured that the reimbursement has been initiated. The customer will receive an email with the tracking number as soon as it is available. Thank you for your continued patience and for giving us the opportunity to serve you.

  Customer Answer

  Date: 06/09/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/29/2024

  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 2/8/24 ******* came to speak to us about replacing windows, after 3 long hours, we were convinced to buy at least 3. I gave him a $500 dep and was never given a copy of the contract, nor did I hear from anyone until I reached out 2/23, I then got in touch with ***************************, the only concern he had was that a form was not signed, so he came to my house 2/25. 2/29, we were approved for the financing through them and a Synchrony card. On 3/1, there was an additional down payment of $150 req. 3/13 as I hadn't heard back from anyone, I was thinking it was fraud so I wanted to cancel. One rep told me I will owe $15k if I cancel, On a $5k project?? When I brought up about the fraud, I was finally given a copy of the contract on 3/14. Spoke to mgr, and he again said it was all ok and therefore we would go ahead and proceed. Tried contacting the same Mgr, on 3/23 no response, until 3/27. 4/5 ***** reached out to me, only because they found out that I had stopped payment on the original check and needed to come get another one, which he came and got $500 on 4/10. 4/26 an installer named ***** called to schedule the install for 5/8 12-1pm. After moving all of the items away from the windows, and in between selling house, and yard sale, it was done and waiting for the installer to come. By 2pm on 5/8, I had gotten sick of waiting, so I called ***** and he said It was canceled, he got a text the night before, They didn't call you or text you. NOPE, Not a word. Why was it canceled? Due to financing. WHAT?? It's their Credit Card I was approved for!! With a $0 balance!! By this time, I have had it, and I just wanted to be done with this joke of a company! On 5/14, I was finally contacted by Mgr, and I told him I wanted my $650 back, he said I'm not going to get it, he was going to bring in his ********** and I was going to lose bad. I hung up... His mgr called, I didn't answer. I refuse to talk to anyone at a company that threatens me with ********** and Court.

  

  Business Response

  Date: 05/31/2024

  We apologize for any confusion surrounding the customers window project. We have spoken with the customer and confirmed a copy of contract and addendum was received by hand delivery. The customers installation was scheduled as stated, however, since the customer filed a fraud claim and complaint with the lender in charge of their financing, we are unable to complete the installation until the claim is removed. We have never cancelled their project and have been actively trying to complete the window installation. At this time the customer has requested to cancel the project and receive a full refund of their deposit. Since the recission period to cancel this project has long since passed and the windows have been manufactured specifically to meet the needs of their home, we will be retaining the deposit, according to the contract terms. In an effort to work with the customer, we have agreed to waive the late cancellation fee should they chose to move forward with the cancellation. The customer was never told they would be charged $15,000 to cancel.

  We have spoken with the customer in length and explained we are happy to install the windows and their financing is still approved, we would just need the lender fraud claim and complaint removed. The customer chose to move forward with the cancellation and the terms that were explained above. 

  Customer Answer

  Date: 06/01/2024

   
  Complaint: 21775193
  
  I am rejecting this response because: All the people at this company are liars! When their people are the ones making a mistake, they blame the consumer. After reading all the complaints now, why would I want the windows installed, after THEY canceled? A lot of complaints about wrong measurements, issues with the windows trying to fit in, and leaks? I really choose not to deal with more issues and this company. My salesman was an EX *** player, and I guess I expected more than I got. I will be contacting tv channels and reporting them to different agencies. These people are CROOKS!
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had Dabella from ********* ****** put a 50 year lifetime roof on my home.. I was worried about a leak and they said they would have an inspection before placing on the roof to make sure it was sound. I never had an inspection done but they came and put a roof on wet moldy trusses no facia no gutter as promised in one day. the roof is incomplete and has a huge dip on one ride where the bad part is. I am not paying until job id done right and has all the parts with facia and gutters... they keep calling and threatening me for more money!the inside of my ceiling is ruined from them where the rotten part if the roof is...this ia all from what they did to it. my home is now unsound! I was willing to pay a lot of money because of all they promised...I was scammed Dabella is a joke and liars they just want money they dont care if they ruin yiur home!I just want a 50 year roof with everything they promised facia gutters plywood air vents and them to fix the rotten part and done right like they promised! I already have high blood pressure this is a huge stresser! Please help me!!!!

  

  Business Response

  Date: 05/31/2024

  We are actively working with the customer to find a resolution. At this time, we are just waiting for the customer to call back the General Manager so we can address their issues and come to a satisfactory resolution for the customer.