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

  
• 

  DaBella

  4200 6th Ave SE Ste 309 Lacey, WA 98503-1043

  
• 

  DaBella

  1141 N Edison St Ste A Kennewick, WA 99336

  
• 

  DaBella

  10095 W Emerald St Boise, ID 83704-9754

  
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  DaBella

  1825 N Hutchinson Rd Ste 201 Spokane Valley, WA 99212-2458

  

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:05/21/2024

  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.

  5 windows for *****. Written Performance Guidelines Dabella provides dosent state the work performed is being done by a third party. I signed *********************** document believing Dabella was installing the windows unknowingly it would be a third-party contractor. I had been told many times during the meeting with the sales rep *********************** team does a thorough clean up because Dabella cares. Just because Dabella cares does not mean the third party does! After the insulation, the third-party did not magnetically sweep the worksite. screws, nails ect. were left. Dabella states in paperwork, the worksite would be cleaned up, this is a very important statement, considering I have a toddler and animals. Windows installed 11/2023, by 3rd party. recklessness when removing nails, trim and surrounding areas carelessness scratched my original trim of the home. installers failed to properly caulk the windows outside. In ** it snows/rains. Gaps in the caulking around all the windows outside and water/ moisture is getting inside. The kitchen window is missing ***** parts. I called Dabella I was directed to the customer service line, told them about my concerns someone would get ahold of me within 24 to 48 hours but never followed back up, weeks went by called again I got a hold of the customer service once again repeated this exact situation went months. I spoke with 4 different project managers in ** within *******. Told them what I wanted them to resolve never had a return email from any of them. A customer service rep got a hold of the project manager and forwarded her to connect with me. She reached out and informed me **** was coming to meet with me at 3:00p.p. on one Tuesday Mar. 345 rolls around he not here I called that lady back and said where is **** he was supposed to meet with me today at 3 She says oh I dont know what happened ill call him. I called her back. She continues to say I dont know what happened. **** calls me and harasses me verbally refuses to resolve my problems!!

  

  Business Response

  Date: 05/31/2024

  We spoke with the designated third party back in April of this year, who assured us he would be mediating between the manager and the customer, as we are more than happy to come to a resolution. However, the customer is refusing an in-person meeting and our calls, which hinders our ability to resolve the issue. Please give us a call at ************, Option 1, so we can address and resolve their concerns.

  Customer Answer

  Date: 06/02/2024

   
  Complaint: 21738759
  
  I am rejecting this response because: I have had zero calls, no voicemails or emails from Dabella wanting to schedule any appointments with me. I have called the Dabella customer service line multiple times a week to try and get someone to come out here. I do not appreciate the lies and false accusations. This is absolutely upsetting since I've been trying to get a hold of someone from Dabella management side and have failed religiously! No one from the customer service side will provide me with a phone number to get a hold of the "management team". **************** team says I'll hear from someone from Dabella within ***** hours and I never do. All I want from this company is for them to come fix what was not right! To actually get a call from Dabella and to schedule a legitimate appointment so they can get out here and finish my windows by fixing the caulking around the outside of all the windows and I want the missing pieces to the window fixed! I'm am not going to accept any of these lies from this company you have NOT tried whatsoever to make anything right for me and my family!!
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 06/14/2024

  We have spoken with the customer and scheduled a home visit in order to review and address their concerns. We appreciate the opportunity to work together towards a resolution in order to ensure the customers satisfaction with their new windows. 

  Customer Answer

  Date: 06/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response and I have agreed to schedule an appointment on June 20, 2024 at 3:p.m. central time hoping to get my problems resolved.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/20/2024

  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.

  Purchased early November 2023 from salesman ***** to be delivered late December 2023/early January 2024 and installed mid to late January 2024 with a 1 to 2 day expected installation. Expressly stated to ***** that I do not want shower curtains and that I want doors. ***** assured me that the doors could be installed even with the placement of the window in the larger unit. Chip from ************** office re measured and confirmed purchase on 11/11/2024 saying there would be no issues. This is the message received from chip "Hi this is Chip with DaBella. Just to confirm our conversation we will be doing 60x30 shower in unit 1 with same drain placement. We will also be doing a barn style door in the 60x30 unit and a regular hinge door in the 36x36 unit. Please confirm. Thank you" I confirmed this was what I wanted and had agreed upon. January 19, 2024 had not received any communication about expected install. Called 5 time over the next few weeks and was told the Grand junction office would reach out to me. Did not receive any communication back from them until 2/10/24 when subcontractors reached out to me. Install began 2/12 and is not completed as of 5/20/24. Incorrect orders from the dabella office has stopped install multiple times. They sent two 36" x 36" showers. One 30" door, one 31" door, and one 32" door over several months. After ordering the correct 30" x 60" shower I was informed by the subcontractor they could not install the barn style door because of the placement of the window. Dabella DID NOT reach out to me resolve this issue. Instead they had the installers put in a shower rod(no curtain) that I specifically said I do not want. Due to no useable showers in my home after over a month, I was forced to agree to it so I could shower in my own home. As of 5/20/24 I, the project is not complete. I have one shower with minimal water pressure and no door(re ordered for the 4th time) and the other shower I hate because it is not what I had agreed to.

  

  Business Response

  Date: 05/30/2024

  We have successfully addressed and resolved the issues and we appreciate the customer for letting us serve them. 

• Initial Complaint

  Date:05/16/2024

  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.

  First, they approached me unprovoked and presented a massively overpriced bid as well as high pressure sales tactics. Then, after refusing services, they have called me relentlessly for years, even after informing them that I do not own the home any longer.

  

  Business Response

  Date: 05/24/2024

  We appreciate the customer for bringing this to our attention. We value their feedback, and after investigating the issue, we determined that the calls mentioned by the customer were due to a bug that has since been fixed with our dialing system. We want to assure the customer that they are on our do-not-call list and will not receive any further calls.

• Initial Complaint

  Date:05/15/2024

  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.

  Last fall my husband and I were in the market for replacement windows on our custom mid-century home and contacted dabella. We had this young kid in a Tesla show up and sell us not only windows but a new sliding glass door, with privacy glass, a new style handle that is easier to lock, in a similar brown to the color of our house. We were also promised $1000 if the windows were not installed by Thanksgiving 2023. They were not.In January, when the install was attempted, they were able to do the sliding door, but it was the wrong color, wrong handle and wrong glass, and they damaged our curtains in the process. that's the good news. The bad news is none of the windows, after their intricate measuring that took all day, were the right size. They were all taken back to the shop. They told us they cannot do windows of this type, and would refund all of our money.It is now May, and even with extremely angry calls to their very unprofessional customer service department, nothing has come of our refund. They assured my husband a check is on the way.we have not received this check and fear we are getting ripped off.If you could contact them and us I would appreciate it.when I typed their name into the BBB site they asked me to contact them first, and I did so again, to no avail.

  

  Business Response

  Date: 05/20/2024

  We understand and empathize with our customer's frustration regarding the manufacturing delays. We have made multiple attempts to contact the customer, leaving messages on several occasions. However, we did not inform the customer that we would be unable to fulfill their window order. The installation was ultimately rejected by the homeowner due to dissatisfaction with the sliding glass door, although the finished, uninstalled product remained with her.
  At the beginning of May, we agreed to refund a partial deposit and waive the late cancellation fee, with an estimated processing time of 30 days. To better accommodate the customer, we expedited the request, and the tracking number for the deposit refund has been sent to them well ahead of the 30-day timeframe.

  Customer Answer

  Date: 05/20/2024

   
  Complaint: 21718116
  
  I am rejecting this response because: Neither I nor my husband have any record of any messages left on our phones or any emails to either of our addresses.  The 4 windows were made to the wrong sizes, and returned to the factory by the installers, not left with us and they told my husband that the type of windows that we originally agreed upon, were not something their company could construct.  The only window they were able to install on the installation date, WAS the sliding glass door, although it was the wrong color, wrong glass type and wrong handle and as an exterior door, had no exterior key lock. 

  We did not receive a tracking number.  The installers took the wrong size windows back with them with them that day, after the sliding glass door was poorly installed. Why would they leave them with us?  My husband dealt with the general manager of the Portland store, *****, and agreed on the amount of $3600 for resolution. I feel that had I not called, they would have kept the entire deposit, therefore I would like to keep this complaint open until we actually do receive our money back.  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/03/2024

  We were able to confirm through tracking the reimbursement was delivered. We have since placed a stop payment and re-issued the reimbursement as well as sent tracking information to the customer. 

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21718116
  
  I am rejecting this response because:

  they sent us a check for less than ee agreed to while we were in ***** attending to a rental house sale there. 
  I was yhrilled to receive it and deposited it into the bank right away only to gave it returned to me with a stop payment notice.  Can you help me clarify this?!

  thank you!
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/27/2024

  We apologize for any confusion. One of our team members tried to reach you by phone and left a voicemail wanting to explain the situation. Please rest assured that we will resend the check on 6/28/24 and overnight it to you. We will also send you a tracking number via email once it has been processed.

   

  Thank you for your patience and understanding.

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21718116
  
  I am rejecting this response because:
  It is now July 1 2024 and nothing was overnighted to me.  I will let you know by the end of the week if anything has arrived, but after that

  check that didn't  clear the bank I am skeptical, as I am sure you can imagine.  I am holding out hope however,
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/12/2024

  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.

  November 2023, a DaBella sales representative and a roof inspector conducted an inspection. The roofs damage was significant and needed an immediate replacement. I couldnt afford a roof replacement anytime in the foreseeable future. However, DaBella rep stated if you arent able to move forward, we (DaBella) will have to report you to the city. Theyll condemn the house with how bad the condition of the roof is in. When I still hesitated, the sales rep said if I was a disabled vet (I am) then Id be approved for their (DaBellas) Vet Program, Id automatically be enrolled into a 14 month deferment and wouldnt have to make a single payment for 14mo.And, If I didnt mind allowing the completed roof to be used for promotional material and keep a DaBella sign in the front yard, I would receive a promotional discount, bringing the entire project to no more than $24,000. I agreed to the above offers.It is now May 2024, Im being hounded every single week day with calls to make payments towards the roof loan; $34K not $24k. And, stating no such Vet Program exists nor does a deferment. Ive attempted to contact DaBella many, many times and Ive received zero response or attempt of contact from DaBella. Ive failed a complaint with ****************** the financial institution that is partnered with DaBella. ****************** has stated they have never heard of such programs or promotional discounts. They have also not been able to reach DaBella. Service Finance did mention, if Im a disabled vet, my interest rate is supposed to be way lower than what shows up on their computers system; DaBella wouldve had to input that info. Conclusion: I needed a new roof but couldnt afford one ASAP. DaBellas reps pressured me into a Disabled Veteran Program roof discount, highlighting an automatic 14 month deferment; apparently doesnt exist, nor does the promotional discount I agreed to. I have not been able to make contact with DaBella Roofing.

  

  Business Response

  Date: 05/21/2024

  We want to assure the customer we empathize with their disappointment with not being approved for the initial agreed upon loan and fear of not being provided with the discussed discounts.

  While we did attempt to get the customer into their desired program, the customer did not qualify. This was acknowledged, and the customer approved the loan by signing the loan documents with the third-party lender.

  Additionally, we did provide the customer a 14% discount, as notated in their contract, as promised. We have been in contact, and have come to a resolution, with the customer.

• Initial Complaint

  Date:05/09/2024

  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 had a shower installed in April of 2020. There is a limited lifetime warranty and the company made many claims about the warranty. We now have a small crack in the bottom of the shower and they are not taking responsibility. They are now trying to pass us on to the manufacturer without giving us any useful information to get a hold of the manufacturer.

  

  Business Response

  Date: 05/17/2024

  We empathize with the customer's frustration regarding the product failure. Since we are outside our two-year labor warranty, and this is a known product defect, we have instructed the customer to file a manufacturer warranty claim. Additionally, we no longer offer this product.

  We take pride and stand by our labor warranty, but unfortunately, we are unable to take any further action due to the timing and the nature of the defect. 

  
  

  Customer Answer

  Date: 05/18/2024

   
  Complaint: 21691101
  
  I am rejecting this response because: They have failed to stand by the product they installed or successfully put us in touch with the manufacturer of the product,

  When this shower was installed, they made the promise that the product was guaranteed.  Now, the product is showing to be defective and they are failing to hold up to the promises made when we signed on for this purchase.

  This is their claim on their website:

  "During your bathroom remodeling project, you can also expect to be paired with one of our design experts, who will help you select a style and color palette for your new tub or shower. Additionally:
  We offer various safety features, so you can have your tub or shower outfitted with grab bars, seating, and storage options.
  Your new shower or tub to be constructed from 100% nonporous acrylic that is reinforced with Silver Shield technology that will stop mold and mildew growthensuring minimal maintenance.
  At DaBella, we are also a leading dealer of American-made Bathwraps. So rest assured that you are receiving the best products on the market during your bathroom remodeling project."

  Clearly, a product that can crack within 5 years of use is NOT the best.  We expect to be successfully connected with the manufacturer of this product that Dabella sold to us.  They should be invested in helping us get this situation rectified.

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

  

  Business Response

  Date: 05/30/2024

  We are sorry to hear the customer is experiencing issues with their shower. We take pride in our warranties and it is certainly not our intention to inconvenience our customers. As mentioned to the customer previously, we have opened a warranty claim on their behalf with the manufacturer, who will address the matter. While we typically do everything we can to service a customer (often beyond our labor warranty timeframe, as in this case), we no longer offer this line of products and therefore do not have the ability to replace the defective part. We kindly ask the customer to follow the warranty process they have been provided instructions on.

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21691101
  
  I am rejecting this response because:  I did follow their instructions and e-mailed the address that Dabella supplied and have gotten NO response.  I am still left with a crack in the bottom of my shower and no way of getting a hold of the manufacturer as far as I know.

  I have attached the e-mail I sent to the manufacturer in which I got NO response.  So far the all the information Dabella has supplied has gotten me no where.

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

  

  Business Response

  Date: 06/07/2024

  We sincerely understand the frustration the customer is experiencing. We have shared all the information available to us with them and exhausted the resources we have to assist the customer.

  As previously stated, we have opened the claim and will continue to follow up with the manufacturer.  
  
  Additionally, the customer can reach out directly to the manufacturer through the contact page on their website (link below) or by calling their customer service number at ************.
  
  If the link below does not work, this information can be found directly on the manufacturer's website.
  
  *****************************************

• Initial Complaint

  Date:05/08/2024

  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 hired DaBella to replace my siding and windows on the front of my house. The job started 02-21-2024 and as of today 05-08-2024, the project is still not complete. DaBella hired a sub-contractor to install my siding that did not know what he was doing, did not have a crew, left my home uncovered and exposed to the rain storms we had in March, left cigarette butts, garbage/siding waste in my driveway and all over my yard. He also caused damage to my new roof resulting in roof leaks. I have spent hours cleaning up the garbage so I could at least use part of my driveway. I was in constant contact with DaBella trying to tell them that the sub-contractor was working alone and performing an unsatisfactory job. They would not listen, telling me that he was factory trained and the job would be completed in a timely manner. When they finally listened and actually looked at the work, it was determined that the entire job had to be removed and replaced. Im sure the only reason they agreed to do this is the original sub-contractor did not have the house inspected!DaBellas customer service line in no real help either. When I call, the people are understanding but dont actually do anything. I have called several times to speak with ***** the General Manager of the local branch. They tell me they will put in an urgent message to have him call me by the end of business that day. It has been over a week with no contact from *****. I have tried to elevate my dissatisfaction to the regional manager with the same results. How are these people still in business or employed?The windows were another disaster. They were ordered incorrectly (retrofit instead of new construction) as per our contract and DaBella fought with me for a week about installing the correct windows. When I finally got them to agree, they acted like they were doing me a huge favor by reordering the windows I originally asked for. When the new windows came, the manufacturer sent one window in the wrong size.

  

  Business Response

  Date: 05/16/2024

  While we regret the circumstances that occurred during the initial installation, rest assured that the project will be completed with the premier quality that DaBella strives for. The customer's project resumed on 5/15/24 and will continue into today, 5/16/24, with an inspection scheduled for tomorrow midway through the job to ensure the customer is satisfied and that the work meets the highest standards. We will continue to maintain communication with the customer. If they have any questions or concerns, they are highly encouraged to reach out to the General Manager, *****, or call ************, option 1.

  Customer Answer

  Date: 05/21/2024

  I am continuing to communicate with DaBella to complete the siding work and repair the damage caused to my roof. I also need to hire a company to come inspect for water damage around the fireplace in my master bedroom. This will be done once I have a resolution for the roof damage as any more rain storms will lead to more water inside my house with the roof in its current condition.

  Thank you for your assistance,

   

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

• Initial Complaint

  Date:05/06/2024

  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.

  We had a window break in ******* and set up for replacement with them in February. At the time we were told it was likely to be a month or two before it was replaced and the contract stated it would be done no later than May 1st. The install was originally scheduled for April 18th, the day before they called and left a message that they would be coming on the 19th. Then on the 19th called and essentially said that the windows were still in a warehouse about 4 hours away, and that they would call when the windows got here. We have contacted them 6 times since then to try to figure out what is going on and not gotten any answer other than confirmation that the contract required them to have installed them by the 1st. They have been advised that since they are in breach and still haven't given us a timeframe of when they would get the windows installed, we are requesting a refund or delivery of the windows to be installed by another contractor or will file suit if necessary to recapture our deposit.

  

  Business Response

  Date: 05/13/2024

  We have been in contact with the customer, as well as the manufacturer and installer.
  The materials were delivered this morning, and we have confirmed with the installer that they will be at the home tomorrow, 5/14/24, to complete the work.
  We regret the delay in the project but look forward to fully taking care of the customer.

  If the customer has any questions or concerns they are highly encouraged to call us back at ************ Option 1.

  Customer Answer

  Date: 05/13/2024

   
  Complaint: 21675626
  
  I am rejecting this response because:

  
  There are a number of problems with their response.

  
  1. We have asked multiple times for the * factor to be provided on a quote for a third party rebate (SLC) that M*ST be processed before the work can be done. While they have provided the u factor they did not do so on a quote, thus it does not meet what is needed for the SLC.

  
   2. They have NOT been in contact with us to schedule the replacement that they claim is scheduled for the 14th (tomorrow). We have told both DaBella and their installer (Allsides) multiple times that we need the quote with the requested information well before an install can be done.

  
  3. Even if they had provided the information requested on an acceptable quote, it is NOT acceptable to say they are coming on a particular day WITHO*T contacting us as the customer. Even if the date in question worked we need to be aware of it ahead of time for them to be able to do the install.

  
  We do not find this to be a reasonable response. As such they have been told that if they show up tomorrow, they will be asked to leave the windows and go.

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

  

  Business Response

  Date: 06/04/2024

  We appreciate the customer for their patience and understanding throughout the process.

  The installation has been completed, and we have a signed completion certificate from the customer. Additionally, we will also be providing additional services to the customer for aesthetic purposes. 
  

  If the customer has any other questions or concerns, give us a call at ************ Option 1. 

• Initial Complaint

  Date:05/06/2024

  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.

  One of their employees backed a truck into my brick mailbox. I have contacted them numerous times but they refuse to take any action after they say they will. I would like it repaired or replaced at their expense depending on the damage. I also have a video from my security camera that recorded the incident. The employee that was driving the truck also had many opportunities to tell me what he had done but didn't.

  

  Business Response

  Date: 05/08/2024

  We would like to apologize for the incident. Our installer team has visited the property and straightened out the mailbox. Please see the attached pictures. From what we can observe, the mailbox is now straightened out, and there does not appear to be any damage that would warrant financial compensation at this time.

  If you have any other questions or concerns please contact us at ************ Option 1.

   

  Customer Answer

  Date: 05/09/2024

   
  Complaint: 21673926
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 05/13/2024

  The response to my complaint from this company was to send 2 guys with a truck and a chain to try to pull my mailbox back up to where it was. They didn't check with me or have permission to do so and I might add, it is not straight. **** was after I had told them that I had a brick ***** to come and fix it correctly.  The ***** said that it would probably have to be raised back into position with a **** at it's base to avoid further damage. Not to wrap a chain around it and yank it back up. So in their hurry not to have to pay anything for repairs, they have possibly caused more  damage. I am having a ***** look at it today. Anything further costs to remedy this situation should be paid by this company. They really shouldn't touch my property again without my consent. 

  

  Business Response

  Date: 05/23/2024

  We are currently in the process of trying to obtain the video the customer said they possess of the installer hitting their mailbox, as well as a quote from their stone ***** to repair the mailbox. Our customer service team has left several voicemails and sent an email to obtain these items.
  If the customer has any questions or concerns, please call us at ************, Option 1.

• Initial Complaint

  Date:05/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had 9 windows and one sliding glass door installed December of 2023, and we did not notice any issues until today 5/5/24, when it has been raining heavily. One of the windows started to leak severely dripping onto our counter. I inspected all of the other windows and out of all 10 windows 7 are leaking. I am livid. We spent nearly 20K because these windows were supposed to be amazing and save us money with our heating and cooling bills. We have not seen this at all. It is probably because they are all leaking

  

  Business Response

  Date: 05/15/2024

  We empathize with the frustration the customer is facing and would like to reassure them that we will uphold our warranty for their products.

  The matter has been addressed with the manufacturer, and the job has been prioritized. We are currently awaiting confirmation of a scheduled date with the installer to fix the issues. 

  If the customer has any questions or concerns they are highly encouraged to call ************ Option 1. 

  Customer Answer

  Date: 08/23/2024

  We purchased windows last August, they were installed in December, The first rainstorm of the next year in May, they leaked. We called they said they will have people come out to fix it. They re-glazed the windows and said it would fix it. The very next rainstorm that happened in August, the windows leaked, they had people come out and reinstall the windows. During the reinstall they found water damage that was not there during the original installation. They said their windows did not cause that, even though I asked the original installers if there was any damage and they said no. Today there was another rainstorm, the windows leaked. I am sick and tired of our windows leaking and causing damage to our house. The contract has an arbitration clause so there is no way to sue them. I am ****** off, all I want is for the company to either replace the windows or refund our money so we can get windows that will actually work.

  Desired Outcome: Refund; Replacement

  

  Business Response

  Date: 09/11/2024

  We appreciate you bringing this matter to our attention. Rest assured, we recognize the importance of resolving this issue swiftly. We are working closely with both the installer and the homeowner to address their concerns from the latest visit, and our goal remains to ensure the windows are working as expected.