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

  205 Shoshone St N Twin Falls, ID 83301-6133

  
• 

  DaBella

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

  
• 

  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:04/03/2024

  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.

  I was looking for a company to purchase a bow window from and needed installation too. I went through the entire sales pitch, signed a purchase agreement and had them help me get financing. I was approved for the financing and was told someone would be out to do a critical measure of the window within a week. That was back un February and *** now April 3. The **** payments are to begin in May and Im dure my window will not be installed because Im not even getting a return call when I ask for an update

  

  Business Response

  Date: 04/05/2024

  After speaking with the customer, we extended our sincere apologies and recognized the customers frustration regarding the delay in the project. Additionally, we have clarified that their loan payment won't start until the project reaches completion. The customer is looking forward to continuing with the project.
  

• Initial Complaint

  Date:04/02/2024

  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 signed a contract with ******* on 02/21/2024.We spent from 5:00 p.m. to 11:00 p.m. going over prices, options and details.The main thing that sold us on the job was this really nice tub. What we loved so much about it is the size (34" wide). We went into the bathroom no less than (5) times to measure. Our whole goal was to get a larger tub.Fast forward to mid March I received a phone call notifying us our parts would be in April 2nd and shortly after that date we would receive a call from the installer and set up an install date. Installers called late March and set up a install date for April 1st between 7:30 a.m. and 8:00 a.m. I took the day off work and met with the installers. The first thing the installer said when he unloaded the tub was that it didn't look like 34". They opened the box and it was smaller than 34" and a real low quality tub. Nothing close to what we signed a contract for.I notified my sales rep. from *******. He did some research and sent me a picture of a tub that appeared to be the one we signed a contract for.He wanted me to call him but I explained that I would rather text or email so everything is in writing.This morning March 2nd I received an addendum from ******* stating that we ordered a tub that doesn't exist. The offered us the smaller tub and a $350 discount.I explained to them if we can't get the tub we were sold by the ******* sales rep. **** we want to dissolve our contract and get our $1,500 deposit back.We aren't asking for any favors, we would just like our money refunded and contract dissolved due to breach of contract on Dabellas part.

  

  Business Response

  Date: 04/03/2024

  We apologize for the mix up with the incorrect tub being delivered and inconvenience it caused. After working with our install and production teams to rectify the issue, we have attempted to offer the customer the same style tub as originally offered in a size larger of 60x36 but have not been able to reach them. Once the customer confirms they are ready to proceed with the larger unit, at no additional costs, we can schedule the installation. Should the customer have any additional concerns we may be contact at Mon-Fri between 8:30am-7:00pm CDT at, ************** opt 1.  

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21521677
  
  I am rejecting this response because:

   

  we no longer trust this company and still wish to dissolve our contract and receive our deposit in full.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 04/05/2024

  I just wanted to touch bases. I haven't received a response from ******* via BBB. 

  I'm curious if they responded to my rejection of their offer. My sales rep. **** me the same addendum again today that they sent earlier this week.

  I didn't sign the addendum and informed him that they are in breach of contract, we won't be signing, and that we would be seeking legal council if the issue isn't resolved by end of business day today.

   

  

  Business Response

  Date: 04/16/2024

  We have left the customer a detailed message, in which we are pleased to inform them that they will be provided with a larger bathtub at no additional charge upon their agreement. Once they confirm their agreement to the larger unit, please note that it will take approximately three weeks for it to arrive. We are eager to proceed with the customer's installation and ensure that they are completely satisfied with their new bathtub. Should they have any questions or concerns at any point, please do not hesitate to reach out to us at ************, Option 1. Our team is here to assist them and address any inquiries they may have. We look forward to connecting with the customer soon and completing their installation to their utmost satisfaction.

  Customer Answer

  Date: 04/16/2024

   
  Complaint: 21521677
  
  I am rejecting this response because:

   

  We signed a contract for a very specific tub style in 34". We are now told in that style is only available in 32". They did offer us a larger tub in 36" at no extra charge. We don't know what the tub looks like or if the tub will even work in our setting size. We would like to have an extra sample image sent to us and confirmation that it will even fit before we make any further decisions. We would like to request that the sample image be provided through this platform and not through personal text or email please.
  
  Sincerely,

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

  

  Business Response

  Date: 04/23/2024

  We can arrange for the installer to conduct a critical measure and discuss the options with the customer.
  

  Their wall currently measures 35 inches, giving us two options:
  

  1. The installer can notch out the studs behind the back wall to align it with the existing wall.
  2. The installer can add a 2x4 to extend the wall slightly to accommodate the new unit.
  

  If the installer conducts the critical measure, they will provide a drawing of the specifications to the customer.

  Please call us at ************, Option 1, so we can schedule it accordingly.

  Customer Answer

  Date: 04/23/2024

   
  Complaint: 21521677
  
  I am rejecting this response because:

   

  Unless I'm missing the attachment, as I requested a image of the 36" tub through this platform to confirm it is the same style as what we signed the contract for.

  Our decision to go with your company was the tub that we could get in 34" and we spent over five hours talking about with the sales representative. 

  If we can not get the tub we were told we could get in the same style then we want to dissolve our contract and receive our deposit in full.

   Again, we request a image of the 36" tub to be provided through this platform. If the tub is 36", the same style as what we signed the contract for and adding a 2"x4" to extend the wall to accommodate the larger tub can all happen then we will gladly move forward with the project. 

  We would call you direct, but unfortunately you have lost our trust and this is the only way we feel comfortable communicating. 

  can we please keep this as simple as possible? It truly boils down to yes we can give you what we sold you in a 36" size or no we are unable to give you what we sold you.

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

  

  Business Response

  Date: 04/26/2024

  Attached are the images and specifications for the three tub options, all of which will measure 36 X 30 inches.
  To clarify, the installer can add a 2x4 to extend the wall to accommodate the new unit.
  Once the customer selects a style, we can proceed to order the tub. Please note that there will be a 2-3 week wait for the material to arrive.

  

  Business Response

  Date: 04/26/2024

  Option 3 tub image. 

• Initial Complaint

  Date:03/31/2024

  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 have attached a letter, authored by me which states the issue clearly and in detail. I will say here that DaBella and I came to a purchase agreement of which they have not held up their end. I am still waiting for my screens and the promised redo of unacceptable trim work. I have attempted to resolve this issue through contacting ******* and have been told, repeatedly, that someone will get back to me. No one has. I am in contact with a lawyer and prepared to take action if necessary.

  

  Business Response

  Date: 04/05/2024

  We have been in contact with the customer and anticipate visiting the property in April based on the customers availability to address their concerns. We apologize for the frustration the customer has felt and look forward to ensuring their satisfaction. 

  Customer Answer

  Date: 05/01/2024

  Hello, I'm writing this to inform BBB that HomePride has resolved the complaint to my satisfaction and I consider this matter closed.

  Customer Answer

  Date: 05/16/2024

  DaBella has pulled a repeat on me. What I'm experiencing is precisely what happened before and I'm having trouble trusting this company. I was told by ******************************* that my screens and trim repair would would commence almost immediately and the installing of the screens was scheduled for a day in late April, while I was away on a trip. When I returned I noticed that no screens had been installed as promised. I reached out to the customer service representative who has aided with my original complaint, filed prior to this one. She explained that she discovered the issue and that it was because the person who was supposed to install them no longer works with the company. No one gave me a heads up that the work would not be completed and no one attempted to reschedule. This is exactly what happened last time. I understand that DaBella cut me a kickback check of $1500.00 for my trouble but now they've intensified the delay- the work, that was supposed to be including when addressing the first complaint, has not been completed and now DaBella cannot seem to tell me anything other than the office has a backlog they are working to complete, and I am on that list. This communication occurred on May 6th and I haven't heard a word since. I've been treated this way before by this company and this is why a prior complaint exists. I am concerned ******* will never prioritize this simple job. The trim, along with the screens were simple issues to address. I get the feeling of a sinking ship. Every time someone promises to complete the job, they suddenly don't work with the company anymore. This is very disconcerting and I'm concerned my warranty is worthless because of how quickly things seem to fall apart every time an attempt to complete the job occurs. I appreciate the people who have tried to help me but I'm at my wits end and I just want the work completed and to move on with my life.

  Desired Resolution: I want the job completed and I want an additional $500 for continuing the conditions caused by actions on their part as described in the first complaint.

  

  Business Response

  Date: 05/29/2024

  We genuinely understand and empathize with the customer's frustration. We are diligently working to get the customer's screens installed. Despite the branch experiencing a backlog of work, we want to assure the customer that their needs are a priority and will be addressed as soon as possible.

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21510602
  
  I am rejecting this response because:

  I only reject this because until this work is completed, this case is not closed. It is DaBella's responsibility to complete this simple task in a timely manner and I am about to go into my second summer with no screens. I have spoken with yet another representative of DaBella who says that it's hard to find someone to come all the way to ********. That should not be my problem, yet it is. I wait INDEFINITELY because my bedroom window arrived (wrapped in plastic) without a screen. I would like to know why DaBella doesn't just eat the cost of paying someone an enticing enough amount to complete the work that agreed to do? It was DaBella's mistake, why do they respond as if this is not their responsibility? I was even told that the screen could be shipped and I could install it myself, if I don't wish to wait. I hope DaBella understands that my frustration and anger comes from being neglected and ignored for months until I got very serious with them only to be treated with the same lack of follow through. How am I to trust that they'll get to me when it's been over a year? It is concerning that DaBella has such a backlog that they could not complete this task within the past year.. but I suspect this has to do with the road closure between ******** and the DaBella location. I have advised of alternate routes and detours but I'm simply being told to wait. This is just more of the same empty words and no action, no completion of this job.
  
  Sincerely,
  
  *************

  

  Business Response

  Date: 06/05/2024

  We have confirmed with the customer that we have their screens and will also be performing some touch-*** to ensure the customer's complete satisfaction. We are actively working to get this service ticket scheduled. However, as the customer is aware, due to the bridge into the city being inaccessible, there are very short time frames for our installers to enter the city.
  The General Manager has communicated with the customer several times and is committed to resolving the issue. The General Manager will ensure that a service ticket is opened and that an installer schedules a visit with the homeowner, taking into account the bridge schedule.

  We sincerely apologize for the delay in this being completed, but are steadfast in seeing this project to completion and thank the customer for their patience.

• Initial Complaint

  Date:03/30/2024

  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.

  Its been 6 months and Im still dealing with issues with my windows. The windows were installed incorrectly by a contract crew so issues keep popping up from that and the windows leak. A repair team was out here about a month ago and filled the large gaps left above my second story windows with caulking but have yet to completely finish it. Filling those gaps stopped the wind from coming into my walls, around the improperly sealed window and through the trim inside so that was helpful. The breeze coming around that trim was very obvious at times. This plus having weep holes in the inner tract that allows wind to come into the house on windy days made for some very obvious leaks but apparently these weep holes are necessary even though no one Ive spoken to outside of dabella has ever heard of such a thing. The repair team also adjusted the double hung windows that werent adjusted during install. You couldnt miss the wind coming through the window tracts before the adjustment. Its definitely better, but those windows still leak. The first project manager who came to my house before the repair team so he could see what needed to be done, ended up telling me and his team a bunch of lies and seemed to have given the rest of his team the impression everything was fixed and completed when the repair team was here. I found this out after finally emailing him and the District manager to figure out what was going on when I didnt hear from them 3 weeks after the repair team was at my house. After that and feeling like he was treating me like a stupid, weak woman, I told the district manager and the people he added to the email that that PM was no longer welcome at my house so they sent someone else out a week ago. I havent heard anything since. *** had an inspector out to run thermal imaging and other tests so Ive got the results to prove the windows leak. Im tired of the run around and just want what I paid for. I paid too much to be ok with leaking windows.

  

  Business Response

  Date: 04/05/2024

  We are aware of a manufacturing defect with the customers windows and are actively working with the manufacturer to rectify the issue. While these situations are extremely rare, they can happen and will be covered under warranty. We will be in touch in the customer to discuss next steps and timelines to have the situation corrected and apologize for the inconvenience and frustration it has caused. 

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 21507062
  
  I am rejecting this response because:

  
  I received a phone call from Dabella that gave me little confidence in the issue being resolved in a timely manner. The Dabella rep wants me to resolve the issues with them and file a complaint with the manufacturer. My business is with Dabella and I dont understand why its my job to deal with the manufacturer.  
  

  There was talk about replacing the four sliding windows, which have the most issues, with awning windows,  which seem to have the least amount of issues, but they quoted me a disconnected price with free install and didnt offer any type of refund for the defective widows. 

   

  Sincerely,

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

  

  Business Response

  Date: 04/17/2024

  We have spoken with the window manufacturer and the customer. We will handle the process for the new windows on behalf of the customer, relieving them of this responsibility. As of now, we have scheduled the installer to be there during the first week of May.

  Customer Answer

  Date: 04/27/2024

  Ive been sick and missed the email regarding the message they sent. Is there any way to reopen the complaint?  Id like to leave it open until my windows no longer leak. Im still getting responses like I should expect my windows to leak to some degree like the leaking Im dealing with is normal. 

• Initial Complaint

  Date:03/29/2024

  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.

  My house has a clearly posted No Soliciting sign that their employee clearly ignored as he walked by to try to give me a sales pitch. After multiple attempts to say I wasnt interested he kept pushing until I had to just close the door.

  

  Business Response

  Date: 04/01/2024

  We apologize for the interruption to your day and would like re-iterate that while we want to respect your wishes not to be sold something, our representatives were there to offer a free service and are not solicitors. We appreciate the feedback and wish you well. 

• Initial Complaint

  Date:03/29/2024

  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.

  On 3-19-2024 we had **** and **** from ******* out to quote windows, the ended up getting us to say yes, we let them know we were waiting on a loan. **** said we had to write a postdated check and when if we needed to cancel just let them know. we never received copies of any sort of contract however we did sign one stating we would let them know within 3 days id we wanted to cancel. The next day (3-20-2024) called **** and told him we would not moving forward with ******* and after him berating me with pushing questions, I asked if he could get the check back to us. He then said yes it will be voided and sent back to us. A few days later someone showed up at our house from ******* and asked why we didn't want to use *******, and my wife then asked again about our check and the guy said it was voided and sent back to us. However, this morning I checked my account and they have cashed the check, which puts my account into the negative. The unauthorized amount that was taken was $3878.25.

  

  Business Response

  Date: 04/01/2024

  We apologize for any miscommunication regarding the intent to proceed with the project. We spoke to the customer on 3/29 and confirmed their project would be cancelled and deposit fully refunded within ********************************************************************************************************* concerns we are available Mon-Fri 8:30am-7:00pm CDT at, ************** opt 1. 

  Customer Answer

  Date: 04/01/2024

   
  Complaint: 21503276
  
  I am rejecting this response because:
  

  I spoke with Nico 3/20 and he confirmed the check was voided a mailed back to me. Again this was confirmed by a second sale person Dabella sent to my residence. This was not a miscommunication this was negligence on their part, that feels like retaliation for deciding to not use Dabella. This has also resulted in overdraft fees and a stop fee of $35.  Not to mention the return payments for bills that I incurred due to their negligence. So no I do not accept any excuse made for their wrong doing. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/01/2024

  To clarify, the customers deposit check was returned for insufficient funds and we do not have any of the customers funds to return. The project has been cancelled per their request. 

• Initial Complaint

  Date:03/28/2024

  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.

  Door has been leaking since early February 2024. Called Skia (sp) . Called again on 2/15. ***** allside windows contacted on 2/16. Called ***** on 3/13 will get back to me. 3/15 door leaking, sent imsg to ***** and called customer service, also call m called sg for Skia.3/25 customer service talked to Vettie???? 3/25 called later in day at 2:40pm.sent email to corporate??Received call from Carina ***** will follow up monday.received call and email from *********************** denying all responsibility.

  Customer Answer

  Date: 04/01/2024

  Saturday, March 30 I decided to tape around the door to see if that would stop the leaking.  It rained Saturday, Sunday and this morning, Monday April 1st.  The door did not leak.  No water penetrated to the interior of the house.  I think this would indicate that the door is leaking some where. 
  

  Customer Answer

  Date: 04/01/2024

  Pictures showing inside of house with active leak.  Outside pic shows inadequate to say the least cauking.  Also, after I taped the door it stopped leaking.

  Customer Answer

  Date: 04/01/2024

  I cannot log into ******* to copy itemized invoice.  As I recall door R&R was approx $6K

  Customer Answer

  Date: 04/01/2024

  Picture 14 and 15 show damage to the wood engineered flooring from water that leaked past the door.

  

  Business Response

  Date: 04/02/2024

  Our customers satisfaction is always our top priority and we have gone and above and beyond to ensure the customer and their home is taken care of. We understand the customer does not agree with the results of the inspection, however we have confirmed, through a third party inspection, that the door is sealed and installed properly and the leak was determined to be from another source unrelated to the window/door installation. Should the customer have any other concerns they want addressed, we may be reached Mon-Fri 8:30am -7:00pm CDT at, ************** opt 1.

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21501971
  
  I am rejecting this response because:

  Pictures are worth a thousand words.  Prior to me sealing the door with tape to prevent more damage the door was leaking. After taping just the door it's not leaking.  Your SME needs some more training.  In addition, he/you never did a water test.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/10/2024

  We have requested Alside schedule another visit with homeowner to perform a formal water test to ensure proper installation and function of door. We have heard the customers concerns and want to ensure we take every precaution and measure to ensure their satisfaction. 

  Customer Answer

  Date: 04/11/2024

   
  Complaint: 21501971
  
  I am rejecting this response because:

  The water test is accepted. 

  Will await water test results and go from there for the final solution to the leaking door.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/28/2024

  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.

  The business, DaBella has not resolved the problem and this has been going on since January. When I try to call the support numbers, nobody answers.I want DaBella to come here and fix the problems.I still have a frosted window in the bedroom where it should be in the bathroom. The bathroom has a clear window which is not what I asked for. Also they installed a window that was cracked and said they would replace it but the cracked window is still there. I get no results from these people located in **************. Always promised when and if they answer the phone and no results.I have a friend that had windows installed in the same city last year and there was a cracked window. They still have not fixed it after numerous calls to DaBella. WE WANT RESULTS !!!

  

  Business Response

  Date: 03/29/2024

  We apologize for the frustration caused and are aware there was an issue with the obscurity on the wrong window. The remakes have been ordered and we are currently awaiting for manufacturing and shipping. As soon as we have an estimated ship date we will notify the customer. If there are any other items the customer wishes to address we are available Mon-Fri 8:30am-7:00pm CDT at, ************** OPT 1. 

  

  Business Response

  Date: 04/03/2024

  The windows have been installed and issue corrected as of 4/1/2024.

• Initial Complaint

  Date:03/26/2024

  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.

  DaBella hired to install ****************************** 8/19/22. Work was "completed" by 10/19/22. Financed through DaBella w/ SALAL C.U. We signed for them to be paid 10/20/22. We've made SALAL C.U payments $201.55/mo since 11/21/22. After installation crew left we discovered that screws had not been resinstalled on the water bib on the back patio. Installers were texted directly, but never returned to reinstall the screws. 12/18/23 we contracted with LeafGuard to install gutters. During the instullaton of the gutters an installer noticed there was a impropertly installed part of the siding and took pictures of it. On 1/2/23 an email w/pics sent to DaBella's C.S. notifying them of the impropertly installed siding to be fixed under warranty. *********************************** called on 1/3/23. He had pics & said it was definitely a warranty issue. He was text pictures of the missing screws & he said they would be taken care of at the same time. He would check the schedule & call us back. Never heard from him. 1/26/23 he was sent a text asking what was going on. No reply. On 1/30/23 an email was sent to DaBella's C.S. asking what was going on. Rec'd a voicemail from ****** on 2/7/23 asking for us to call him back. When we did immediately it went to a full voicemail. On 2/8/23 a 3rd email was sent to DaBella's C.S. asking what was going on. ****** called 2/9/23 saying he would know on Mon for sure if the crew would be here Thur or Fri. He said he would call on Mon & let us know which day. There's more emails & calls, but finally on 4/4/23 the crew came & "repair" was done. Repair uinsatisfactory. DaBella was notified with pictures. No response. On 3/18/23 email was sent to DaBella C.S. Now 3/26/23 & there has still been not response. They were told area improperly installed was to be removed & replaced. Over $23,000+ interest for improperty installed siding & patched with caulking repair. This caulking will not last. Emails available upon request. File too big to attach.

  

  Business Response

  Date: 04/05/2024

  We are sorry to hear the customer is not satisfied with the installation of their siding. We are committed to ensuring their satisfaction and are actively working with the customer to rectify the situation. We have opened a service ticket to have their concerns addressed the week of 4/8/2024. 

  Customer Answer

  Date: 04/12/2024

  No resolution has been completed! Only a call saying they'd call back, but have yet to hear from them again. This matter is far from resolved & should not be closed!!

  Customer Answer

  Date: 04/18/2024

  Still no resolution. More promises by *************************************. More lies. He says he'll call to tell me when they will replace the poorly installed siding and I've heard nothing@ lies. Lies. Lies!!!

  Customer Answer

  Date: 04/25/2024

  Thus case better not be closed! I've told you and repeat, DaBella has done nothing! They call, lie and never come to do any replacement as promised!!!

  

  Business Response

  Date: 05/21/2024

  Attached is the completion photo for the service completed.
  
  The local general manager was in a group chat with the customer and the installer to ensure everyone was on the same page. 

  If the customer has any questions or concerns about the job, they are highly encouraged to reach out to the general manager or call ************, option 1, to schedule a follow-up service.

• Initial Complaint

  Date:03/24/2024

  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.

  See below - desired resolution.

  

  Business Response

  Date: 04/02/2024

  We are sorry to hear the customer is not satisfied with their new gutters. At the time of sale it was made clear through product demonstration, product sampling, contract, and conversation that we are not Leak Guard however we offer a comparable premium leaf cover that would keep the customers gutters free of debris. The gutter installation was been inspected previously and they were adjusted at that time to ensure the customers satisfaction. While the customer is beyond their installation warranty timeframe, we are happy to offer a free inspection and adjustment (if needed) to put the customer at ease. The General Manager has been notified of the situation and will be reaching out to the customer directly to discuss next steps in scheduling their complementary inspection. 

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21479947
  
  I am rejecting this response because:  Dabella's contractor put up the wrong gutters.  Their salesman, ***************************, told me that Dabella's highest quality gutters were even better than Leaf Guard.  He checked all my facia boards and said they were in good condition for the new gutters. 

  I paid $7,489 for their leaf guard style gutters.  Their contractor installed their cheapest gutters and put filters on top.  We did not want filters.  The Leaf Guard style gutters we paid for have no filters.  The filters they put on caused ice dams in winter and had openings big enough for wasps to get in, and they did get in. They built multiple nests in there, and constantly attack us, when the weather is above 60 degrees, as we walk under these gutters.

  We also noted that these gutters leaked in several places - especially over the front porch where we walk in and out of the front door.  Dabella sent the contractor out to fix the leaks.  He fixed one leak.  The others continued to leak from the roof, behind the gutters, and onto the front of the facia boards.  I let ****** (regional manager), know that the facia boards were starting to tear up from the water leaks and they needed to fix them.  I sent pictures and videos of the leaking. He got the contractor know.

  The contractor sent out his partner to fix the leaks.  This man pounded so hard on the gutters and facia boards that he tore up the facia boards. After that, water was leaking down behind the gutters, along the facia boards, and damaging the facia boards even more.  I let ****** ( the regional manager for *****, *****) know, and sent him these pictures that I have included here in the complaint.  He said he would get right on it and send the photos to the contractor.  I never heard from anyone for weeks, then months. I called and called the ************* but nobody picked up the phone.

  It looks like Dabella won't accept calls from people who are trying to get a job done right, so the warranty will expire, and the customer is stuck with a faulty job.  The leaks are so bad now since the contractor's partner hammered so hard on the gutters and the facia boards, that water is causing wet rot on the facia boards and even the soffit areas now. 

  There is no warranty for these gutters - their gutter warranty does not apply - as they are not the gutters that I paid for.  They put up gutters that were their cheapest ones.  The value of these gutters is approximately $2000. They put up the wrong gutters.

  I am a real estate appraiser by trade and did a comparative analysis on the type of gutters they put up. I paid $7,489 for their highest quality, Leaf Guard style gutters,...that their salesman claimed were even better than Leaf Guard.  I need  ****** (or whoever is their manager in charge here in ***** now) to actually come out and see the damage that the contractor's partner did when he hammered so hard on the gutters and facia board. He needs to fix the damage before installing the upper portion of the gutters that mimics Leaf Guard gutters.

  I will accept the gutters they put up, as long as they fix the facia boards that have become damaged from the hard hammering, remove the filters, install the leaf guard style upper units that fit above the gutters, and give me a year warranty - after it is done properly, with no leaking, AND - MOST IMPORTANTLY -  pick up the phone!!!!!  when people call to let them know that something need repair!  - and then do a proper repair job in a timely manner.  No more of this not answering the phone for weeks, or months, in order to let the warranty run out, because they don't want to fix their mistakes.  
  

  
  Sincerely,
  
  ***** Door

   

  Customer Answer

  Date: 04/11/2024

  There was no sampling of the materials that I ordered, only a drawing the showed the lip of the system, which tucks under the roof to prevent leaking in back of the gutters and onto facia boards and the ground. The salesman said the downspouts would be 5 " wide, and there would be no filter on top of the gutters.  Instead, they installed the wrong gutters. There was no lip on these gutters, like they said there would be and the downspouts are 3", not 5 ".

  Dabella gave the contractor very cheap gutters with filters on top, that we clearly did not want.  We wrote a bad review, then *** (*******) *******, the office manager, said that if I would write a good review, and pay $7,489, that she would make sure that they would install the right gutters.  I agreed to that and paid the extra money.

  I wrote a good review and paid the $7,489, but nothing was done.  Meanwhile, the leaking behind the cheap gutters got worse and worse.  See previous photos.  The contractor did fix one leak in the back but the others kept leaking, damaging the facia boards.  I texted pictures to the contractor and asked him to stop the leaking as it was damaging the facia boards and dripping all over us as we walked under the leaks - especially in front of the front door as we, family, and friends walked in and out the front door. We got soaked, and still get soaked from the leaks. 

  The contractor sent his partner over to fix the leaks, but he hammered so hard on the gutters that the facia boards splintered and created more leaks, and damage to the facia boards.

  There is no warranty expiration - as Dabella has not installed the gutters that we ordered.  They were supposed to correct this - but instead decided to not answer the phone when I called and then say "The warrany ran out".  I've been scammed.

  Customer Answer

  Date: 04/11/2024

  The general manager has not reached out to us.  Is there a time frame for him to do this?  If not, then he may not reach out to me and hope this will slide under the rug.  He claimed that they put up the right gutters, but clearly they did not.

  We contacted 4 local gutter companies to give us quotes on comparable gutters to the ones Dabella installed, with no leaf filters. They ranged from $2,400 to $3,600.

  Dabella's Boise manager, *** (*******) ******* even admitted that they put up the wrong gutters.  She said they did not have the ones we paid for available in ***** when the cheap ones were installed, but that they would get them and redo them.  Nothing was done except that they collected more money from me.  

  These cheap gutters are still on, and leak worse as time goes on, and are doing more and more damage to the facia boards besides soaking everyone who comes and goes from the front door.  There are always lots of worms at our front entry from the leaks.  The leaks keep going long after the rain stops. It's no fun stepping on them, and they are a pain to clean up.

  We would like to work with the general manager but he or she has not contacted me.  Let's get going on this!!!

   

  

  Business Response

  Date: 04/15/2024

  After speaking with the customer today, we will arrange for an installer to come out and tear off all the gutters, installing new gutters and fascia.
  These gutters will be the same style she purchased initially.
  Additionally, we have ensured clarity with the customer regarding our services, affirming that we do not operate under the Leafguard brand.
  We apologize for any confusion regarding the Leafguard gutters and look forward to the successful completion of this installation project.

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21479947
  
  I am rejecting this response because:  We are getting there!  I just need clarification on the type of gutters that the new installer will put up.  I paid over $7,000 for the highest quality gutters that Dabella has.  They have the lip that fastens under the roof to prevent water from going behind the gutters.  They do not have leaf filters.  They have 5" downspouts.  Then I need the one year warranty in writing.

  In addition, I need the installer to contact me regarding when he will come to install the gutters.  The first contractor did not contact me before putting up the wrong gutters (while we were gone).  Had he done so, none of this would have happened.
  
  Sincerely,
  
  ***************

  

  Business Response

  Date: 04/30/2024

  We will be installing the Premium Gutter System, which is the same style of gutters that were originally contracted. Additionally, we will be replacing the Fascia, which the customer initially declined when the contract was written. As a courtesy, we are replacing the fascia and will reinstall the gutters and gutter covers. The installer has been instructed to contact the customer to schedule this.

  If the customer has not heard from the installer to schedule the service, please call us back at ************ Option 1 so we can assist them.

  Customer Answer

  Date: 05/01/2024

   
  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,
  
  ***************

  Customer Answer

  Date: 10/17/2024

  Case# ******** - ******, the Dabella supervisor for our area, stated through the BBB, that he would get a Dabella contractor to replace the fascia boards, that have been water damaged from leaks by their installation of the wrong gutters, that they installed nearly 2 years ago.  This BBB resolution was back in May of 2024.  Dabella put up the wrong gutters to begin with. We paid for much more expensive gutters.

  Nobody has contacted us to do the replacements.  We have called and emailed and even visited the local office to ask for help but nobody seems to care. It may be easier for them if they just refund our money so we can hire our own gutter contractor to take down these gutters and fascia boards.

  We are into another rainy season and the structural damage to our home from these gutters will only increase.  Please help!

  Customer Answer

  Date: 10/23/2024

  Dabella has not delivered on their promise to replace these wrong gutters with the right ones, and also replace the damaged fascia boards.  I have called and emailed them, and sent several text messages to ******, the local supervisor, to make good on their word.  Still, nothing gets done to fix the problem.  The local office will not answer my calls or emails any more.  Meanwhile, the leaky gutters continue to rot the supporting fascia boards.  

  We are now in the 3rd rain/snow season since Dabella installed the wrong gutters. This is  the 3rd year that we have not been able to use our front door due to constant drips from the gutter leaks on our heads, and swirling worms from constant wetness at our feet where our walkway meets the front door.

  We need this resolution done ASAP, otherwise the rot from the waterlogged fascia boards will cause major structural damage, cost more to resolve a bigger issue and possibly fall on someone.

  

  Business Response

  Date: 10/30/2024

  DaBella recognizes the importance of addressing this issue in a timely manner and has worked diligently to ensure a prompt resolution. We are pleased to report that we have communicated with the consumer and have reached a mutually agreeable solution that meets the expectations of both parties.

  Customer Answer

  Date: 11/02/2024

  We would like the supervisor, for the northwest, ******, to contact us directly to work on a resolution amicable to both parties.  In the 3 years that this has been going on, ****** has never communicated with us directly.  We are not difficult to work with, and we are open to resolving the matter in a way that works well for both parties.  

  The rainy season is upon us for the 3rd year since they put up the wrong gutters, and the structural damage is increasing again from the leaks in the front.  We can't use our front door, due to all the leaking water on our heads, from the front gutters, over the entrance.  There are, again, lots of worms swirling around in the water from the drips, at the front porch, for hours even after the rain has stopped.  We can't use the front door because we don't want wet heads and squished worms on our shoes.

  We are so tired of this.  Dabella customer service always tell us the same thing -  that ****** will take care of us, but nothing ever happens and we never hear from ******.  

  Three years ago we paid for premium gutters that should have been installed - then none of this would have ever happened.  It was not ******** fault.  We just want to work out something with him to stop the structural damage at the entry, so we can use our front door again.  Perhaps just fixing the problem over the front door ASAP, before the damage increases?  Then, after that, work on a resolution that will work for the rest of the gutters? The gutters don't leak elsewhere - Just over the front door.

  Please forward this email to Dabella in ******  The email for our local office, where ****** works, is ****************************************************************************************************.  We need to communicate directly with ******.  We are not angry with him, as none of this was his fault.  It was a former Dabella employee's mistake, 3 years ago.  She ordered the wrong gutters to begin with.

  Regards,

  ***** Door and ***** ********

  Customer Answer

  Date: 11/02/2024

   
  Complaint: 21479947
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** Door

  Customer Answer

  Date: 12/02/2024

  Dabella keeps saying they will replace the wrong gutters that they put up, with the right ones, and replacing the fascia boards that they damaged, but they never communicate with us and nothing ever gets done.  It's been over 3 years since they put up the wrong gutters. We want this case resolved ASAP, to stop the structural damage.   

  We contacted their corporate office mid- November to find out when they will do what .  They told me that they would probably get it done by Thanksgiving.  It's December 2, and we have not heard a word from them.

  Since they have been saying that they will take care of it, but actually never do it - we propose to just settle it this way - We  keep these cheap gutters, fascia board damages, leaks, insufficient caulking, and all - but they pay us back the difference between the value of the cheap gutters, ($2,400 per  Dabella's contract installer, ***), and the amount we paid for the premium gutters, ($7,489).  The difference comes to $5,089.

  They will save a ton of money this way - rather than tearing all these gutters and fascia boards off, and replacing them all with new fascia boards and the premium guttersthat we paid for.  

  We will use that money to hire our own gutter repair company to fix the damages done by Dabella.

  Please reopen the case, and give Dabella this simple proposal to resolve this case.

  

  Business Response

  Date: 12/16/2024

  Thank you for providing your feedback of your experience.  After reviewing your concerns and speaking with you directly, we are pleased to confirm that we have come to a mutually agreed-upon resolution. The terms of our agreement include an offer of settlement that we believe fairly addresses the concerns raised in your complaint. We are committed to ensuring the issue is fully resolved to your satisfaction and appreciate your patience as we work to implement the agreed-upon solution. If there are any additional questions or concerns, please do not hesitate to reach out to us directly. at ************** prompt 1. We value you as a DaBella customer and appreciate your business.  

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 21479947
  
  I am rejecting this response because:  Dabella has told me they will do this so many times before but never followed through.  An employee called me this morning and offered to pay $4,000 to me to settle this case. I told her that I would accept that.  I reject their written response to BBB because they have been promising to fix the problems but have never follwed through for over 3 years.  I insist on keeping this case open until I get the $4,000 paid to me by company check.  Then we are done, and I am happy to close the case.  That amount does not even come close to what we have to pay to fix the damage, and make up the difference between the amount that I paid, $7,489.00 and the value of the cheap gutters ($2,400) that they put up, by their own mistake, instead of the premium gutters that I paid for.
  
  Sincerely,
  
  ***** Door