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

  
• 

  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:06/22/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DaBella came out to give me an estimate for window replacement in April of 2023. I signed a contract and paid a $2,000 deposit and arranged for monthly payments. between that date and now the technician did a no call/no show for measurements, and I received no word until 72 hours later when another appointment was made. At both the sales and measurement appointments I requested samples of privacy glass, which no one had. Any efforts to reach out to the company including, but not limited to, phone calls, texts, and emails resulted in no response. **************** representatives in multiple centers in different states all said they were making notes and passing on messages to local agents, none of which happened.I did get a hold of someone in the **** branch of DaBella today, 6/22/2023, and was told that if I chose to cancel the contract at this point I would be charged 50% of my contract fee for failing to cancel within 3 days of signing.As of the date of this complaint, it shows that this company has 422 complaints in the last 3 years and 208 in the last 12 months alone. The existing claims reflect the same issues I have had in trying to work with this company. I am looking for support in getting a full refund including my deposit and all monthly payments.Thank you for your support this matter.

  

  Business Response

  Date: 06/27/2023

  To Whom It May ******************** you for alerting us to this issue.  The general manager of the branch has reached out to this homeowner, resolved the situation, and are ready to set an install date.  We do sincerely apologize for the lack of communication during this process.

• Initial Complaint

  Date:06/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was Approached by 2 people yesterday evening 6/20/2023 asking if the could have somebody come look at roof and talk about options tomorrow at 10:00 am the man arrives 10 to 15 minutes late and proceeds to tell me he needs to look at roof which is ok with me. While up there inspects stuff he gets down and proceeds to meet in my house for over 1.5 hours and I tell him several time that I need to speak to wife because that is a large amount of money to spend on a roof which we don't have and was very pushy and when I said no he didn't take that as a **** of NO NO. After he left I noticed that by 1 of the vents he has pulled up 1 of the shingles that wasn't like that when he went up there. He was suppose to come back last this evening and I texted him and said that me and my wife had said no and called me 6 times which then I proceeded to block his number.

  

  Business Response

  Date: 06/22/2023

  To Whom it May ********************************* you very much for providing this information to us.  We would like to take this opportunity to express our deepest apologies to this homeowner for any suffering that we may have caused by sending out our employee to meet with him.  We do understand that time is important to everyone, and we never want to overstep a boundary.  In addition, we have placed him on the *** list.  

• Initial Complaint

  Date:06/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After going back and forth with questions, comments, reviewing literature I agreed to hire DaBella company to install a gutter system that removes the debris, specially the laves.They came, removed the old gutters and installed new ones, but the cover was not the one I asked for.I called the company and after couple week finally a supervisor came to check the job. He said" You have to pay because the gutters are there, you asked for gutters, you have them."I said but there are not the gutters I paid for and they remove part of the contract amount The remove part of the payment because according with the roof pitch the cover acan not be installed.as the one with agreed with.I asked " Why did you removed the old one if you knew it is going to be the same style as before"That was in the 2022summer. When the rain came I saw several problems: overflooding, leaks, water going to the other side of the downspouts, happen that the gutters slope was reversed.After calling the company a lot times, with not answers or calls back to answer my messages, finally a talked with a lady and she asked me for pictures, she told me was going to send a crew to fix the problems. After couple weeks I called her back and the told me she was not working anymore with the company.I have to start all over again and I called the main office in *********, **. The lady there promised me to fix the problem, but she has not done anything.To make short this log history, finally a supervisor came on 04/24/23 took some pictures and her face expression told me that the job was a complete mess. He said; "I am going back to my office to see what we can do. He called me later and said: "There are two options:1. Remove all gutters, install new one but you have to pay us $2,000.00.2. DaBella will give you $500.00 and the warranty is over"Now they are waiting the warranty expires in September 2023..They do not want to respond to the warranty.

  

  Business Response

  Date: 06/22/2023

  To Whom it May ********************************* you for bringing this situation to our attention.  On Wednesday, September 7th, 2022, we entered into a settlement with the homeowner, essentially refunding the purchase price for the gutters.  Line item 5 of this settlement (which is signed by the complainant) is a non--disparagement clause that ensures that the matter is closed.  The signed settlement is attached.

  Customer Answer

  Date: 06/23/2023

   
  Complaint: 20217581
  
  I am rejecting this response because:

  As the document says: "Because the gutter covers that were installed were not the gutter covers were shown to ****** at time of contract."

  For that reason, I was credited for $4,193.50. This was to accept the covers, but not that the gutters were not installed in the way to do the job they are supposed to do. The slope of the gutters goes to the other side of the downpours, that means sloping down against the water discharge and overflooding the gutters.

  Also, the gutters are under warranty and DaBella does not want to respond to that warranty. The supervisor knows the installation mistakes and he said; "One of the options is to remove the gutters and replace them". But, he is asking me to pay $2,000.00; that means me to pay for their mistakes and poor workmanship. 

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

  Customer Answer

  Date: 07/17/2023

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.
  
  Below is the details on our availability for a Mediation Hearing:
  
  Please Place list any dates you are specifically NOT available in the next 6 weeks: 
  
  
  
  
  Please Place an "X" next to the Day of the Week you are Available and work best for you: 
  
  ____Mon. ____Tue. ____Wed ____ Thurs. ____ Fri.
  
   
   Please Place an "X" next to the Time  you are Available and work best for you: 
  
  ____ Morning ____Afternoon 
  
  I understand that BBB will do its best to accommodation the information I have selected.  I understand that mediations are scheduled to start between the hours of 8 am and 3 pm, and must conclude by 5 pm.
  
  Thank You.

  Regards,

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

• Initial Complaint

  Date:06/18/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of complaint: July 29, 2022 to the present time Our complaint with the DaBella company is on the issue of a front door which we ordered and for which we paid a down payment of $1430.75 on 7/29/22. We have since declined the installation of the door based upon unmet expectations from our original agreement with the company. The door was requested and intended to fit alongside our current screened security door. However, it was inaccurately measured and thus manufactured in such a way as to not fit this specification of ours. The company has proposed a compromise which is not a fitting resolution to our original agreement as it would significantly alter the appearance of our homes facade.We have offered to accept the loss of our down payment, and DaBella wants us to pay for another 25% of cost which we refuse to do on the grounds that our original agreement was not honored in the manufacturing of the door. We contend that the error and the responsibility for that error lies with DaBella and not with us.

  

  Business Response

  Date: 06/19/2023

  Thank you for bringing your concerns regarding the front door to our attention. We appreciate your feedback, and we want to address the situation in a fair and transparent manner.
  
  After carefully reviewing your complaint, we have thoroughly assessed the contract and based on our evaluation, we believe that the door has been manufactured to the standard set forth in the agreement. However, we understand that there is a disagreement regarding your original expectations and the final result.
  
  We genuinely want to find a resolution that satisfies both parties involved. Our local leadership team is currently reviewing the details of your case to explore possible options and discuss potential solutions. We value your satisfaction as a customer, and we are committed to finding an amicable resolution.
  
  We acknowledge your willingness to accept the loss of your down payment, but we also understand your concerns about the alteration of your home's facade. Our goal is to address these concerns while adhering to the terms of the original agreement. We appreciate your patience as we work towards a mutually agreeable outcome.
  
  Our local leadership will be reaching out to you directly to further discuss your concerns and explore possible resolutions. We are confident that through open and constructive dialogue, we can find a resolution that addresses your needs and honors our commitment to delivering exceptional service.
  
  Thank you for your understanding and cooperation throughout this process. We genuinely want to come to a resolution that meets your expectations and ensures your satisfaction. Our local team will be in touch with you shortly to continue the discussion.

• Initial Complaint

  Date:06/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July of 2021, we signed a roofing contract with DaBella. It has been a nightmare since day 1. They came and brought supplies a couple months later, the people parked a trailer with expired plates in our yard, began the process, then stopped. Then we get a call that we needed sheeting. We knew that already as it was part of our $26000 project!! It was omitted in the typed contract by their inept worker, who was subsequently fired. those workers left that trailer at our house so long, we called the cops. We had to cover the supplies to save them from rain damage (some were damaged). Then finally, in late October, two meth head contractors show up to do the work. They worked from 6 pm to midnight with flashlights in their mouths!!! One whole section of our roof didn't get resheeted. WE PAID FOR THAT!!! AND WE WATCHED THEM LOAD IT INTO A BLACK TRUCK WITH ********* PLATES. Our roof looks horrible. It's lifted up in spots and we expect damage. I have sent letters...called. People have come out and made promises and never shown back up. I guess I need a lawyer at this point. This company is horrible!! This is the worst thing I have ever experienced and am beyond furious. I am disabled and have experienced some horrific health issues during this interim, including a covid intubation/coma. I don't need this stress. I want my roof fixed the way it was supposed to be. You can't contact anyone. No one speaks English when you do get someone. No one helps you! I'm sick of this and want it fixed NOW .

  

  Business Response

  Date: 06/19/2023

  We sincerely apologize for the distressing experience you have had with your roofing project. We understand your frustration and the impact it has had on you, especially considering your health challenges during this time. We assure you that we take your concerns seriously and are committed to finding a resolution.
  
  Our local General Manager will be reaching out to you shortly to inspect the work personally and address the issues you have raised. They will work closely with you to understand the extent of the problems and find a satisfactory solution. Please be assured that we will take immediate steps to rectify any deficiencies and ensure that your roof is repaired to meet the standards outlined in your contract.
  
  We genuinely regret the difficulties you have faced throughout this process and understand the need for a swift and satisfactory resolution. Our aim is to restore your confidence in our company and leave you with a roof that meets your expectations.
  
  Thank you for bringing these issues to our attention. We are committed to resolving them promptly and providing you with the service you deserve. Our General Manager will be in touch with you shortly to schedule a visit and begin working towards a resolution.

• Initial Complaint

  Date:06/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date 4/12/2023 Paid $29,552.00 for roof and it was installed. Damage was done on the solar tubes/sky lights, they broke the outer shell, the inner solar shield was broken off on both and fell to the bottom of the tube breaking both solar tube light bulbs. reported to ***** and apparently to the ** of the branch in *****, ****. Once they started getting phone calls from me they kept telling me people quit there job and I got pushed to another agent of their company each of which said they wanted to get my problems resolved. They asked If I wanted to find someone to fix the problem myself and have a check sent to me, or if Dabella was to resolve the problem for me instead. I chose to have Dabella do the repairs. Now I can't get a response from the team in ***** after asking customer service to have them reach out to me. I'd really like to have written correspondence from them but they refuse to leave a paper trail. They won't even tell me what steps they have taken to get this process started. There's no information on who will be fixing the problems. In fact I'm willing to bet they haven't done a thing yet. Theres no way to contact their CEO and no direct line, email, or business address to write to the ****

  

  Business Response

  Date: 06/19/2023

  We would like to provide you with an update on the resolution progress of the issues you encountered with your roofing project. Firstly, we sincerely apologize for any frustration or inconvenience you have experienced during this process. Our team has been working diligently to address your concerns and ensure a satisfactory resolution.

  After carefully reviewing your case, we are pleased to inform you that we have scheduled a team to visit your property tomorrow, 20th June 2023, to assess and repair the damages to the solar tubes/skylights. This visit will allow us to thoroughly evaluate the situation and implement the necessary repairs to restore your solar tubes to their proper functionality. We have scheduled this with the tenant.

  We understand your desire for written correspondence and appreciate your patience regarding the updates you have been seeking. Our team is committed to improving our communication processes, and we will make every effort to keep you informed throughout the resolution process.

  Should you have any further questions or concerns, please do not hesitate to reach out to our dedicated customer service team. They can be contacted via email at ***************************************** or by calling our customer service hotline at ************. Our team is readily available to assist you and address any additional inquiries you may have.

  Once again, we apologize for any inconvenience caused and thank you for your understanding and patience throughout this process. We remain committed to resolving these issues promptly and to your full satisfaction.
  Thank you for your continued trust in our company. We look forward to completing the necessary repairs and ensuring your utmost satisfaction with our services.

• Initial Complaint

  Date:06/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last year they did a full replacement of our roof. At first we were happy. Upon closer look we found that the soffit had not been properly secured to the roof and was pulling away. We also found buckling in the soffit which had a nail driven through the front of it to secure it. This made for a very bad look. A DaBella salesperson noted and took pictures in September 2022 and told us some one would get back to us. They didn't. We called corporate and they said someone would get back to us. This has now bee escalated several times with no results. We keep getting the same answer after over 4 calls. "Someone will get back to us". The soffit continues to pull away. If they had fixed it right in the first place, it would have been a simple fix. The original roof was from **** and had a slat base which should have been replaced, but wasn't.

  

  Business Response

  Date: 06/19/2023

  We would like to sincerely apologize for the frustration you have experienced due to the unresolved issues with your roofing project. We understand the importance of promptly addressing any concerns and ensuring that your project is completed to your full satisfaction. Please know that we take these matters seriously, and we appreciate your patience and feedback as we work to resolve the issues.

  We have created a service ticket for your project and are taking immediate action to rectify the situation. Our team is actively coordinating with our installers to schedule a visit to your property as soon as possible. Our goal is to thoroughly assess the issues you have identified and provide the necessary service to bring your roofing project to the level of quality you rightfully expect from us.

  We want to emphasize our commitment to taking ownership of any issues that *** arise and resolving them promptly. Our company prides itself on delivering exceptional service, and we deeply regret that we fell short of your expectations. Please understand that we do not take these matters lightly, and we are diligently working to address your concerns in good faith.

  We greatly appreciate your understanding and your willingness to give us the opportunity to make things right. Your satisfaction is our top priority, and we are dedicated to ensuring that your experience with our company is a positive one. While we are disappointed that any issues occurred at all, we want to assure you that we are committed to resolving them swiftly and effectively.

  Thank you for bringing these matters to our attention, and we value your trust in our company. We will be in touch with you shortly to provide an update on the scheduling of the service visit and to address any additional questions or concerns you *** have.

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20197665
  
  I am rejecting this response because:

  I have heard this same response to my many calls over the last 9 months. I will believe it when I see it.
  

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

  

  Business Response

  Date: 12/13/2023

  We are continuing to follow up on this and have scheduled our installation team to visit the home this week.

  Customer Answer

  Date: 12/23/2023

  This issue is far from resolved. They have yet to actually do anything to fix the roof and now we have a pending leak inside the house because the flashing on the chimney was not properly sealed.

  

  Business Response

  Date: 01/12/2024

  We appreciate you bringing this to our attention so we may press the matter with our installation team. We have reached out to our installers and confirmed they will be able to visit the property on Wednesday 1/17 (weather permitting) to address the stated concerns. We apologize for the delay and frustration it has caused and will strive to put the customers concerns to rest as their satisfaction is our main priority. 

  Customer Answer

  Date: 01/13/2024

   
  Complaint: 20197665
  
  I am rejecting this response because: They have made promises before. I first brought this to their attention in September of 2022. The issue keeps getting worse. I hope they keep their promise this time.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 01/26/2024

  They began the repairs on Wednesday, January 24,2024, 16 months after the original complaint. They worked two days and then were a no show today. I want to keep this complaint open until they finish the work.

  

  Business Response

  Date: 02/13/2024

  We have now successfully completed the roof and addressed the leak issue ************** reported. Attached is a photo documenting the completion of the roof work.
  Additionally, I have included a screenshot of our text conversation with ************** confirming that the exterior work is finished, with only the interior remaining.
  This remaining work is scheduled to be taken care of on Tuesday, February 20, 2024.

  
  Thank you for your continued trust and patience throughout this process. If you have any further questions or concerns, please feel free to reach out to us at ************, Option 1.

  Customer Answer

  Date: 02/14/2024

   
  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 as long as they come on the stated date to fix the interior damage.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a rep come to our house and inspect the attic and said our ******************** on the inside was rotten and that we needed an entire new roof. Cost was $38,000. It was shocking but since we run a daycare out of our home we went ahead and agreed. The only thing they did was re-shingle the roof. No boards or trusses were replaced. We had called the owners and they said that they only re-shingle. To re-shingle a roof in this area only costs between $8,000 - $12,000. If they only re-shingle why did the rep take us up into the attic and show us all the interior trusses and beams that had to be replaced??? We got scammed big time. Makes my wife's and my stomaches sick. I talked to the owner and they would not budge one bit. The communication with this company is rediculous. We would appreciate anything you can do.Thank you,**** and ***************************.

  

  Business Response

  Date: 06/19/2023

  We regret to hear that you are under the impression that you have been scammed due to the pricing of our roofing services. We are aware that you get what you pay for when it comes to home improvement and take a lot of pride in our product and warranty and the fact that we are one of the highest rated and most reviewed home improvement contractors in the nation when it comes to ****** and Facebook.

  We want to assure you that our pricing is based on industry standards and reflects the quality materials, skilled labor, and expertise we provide. It is essential to consider the current market conditions and the average cost of roof replacements in ********** in 2023, which stands at approximately $33,000.

  Furthermore, we would like to clarify the scope of our services as outlined in our contracts. It is clearly stated that we specialize in re-roofing projects and are not licensed to perform truss work or reframing. This limitation is in place to ensure compliance with licensing regulations and to maintain the safety and integrity of your home.

  Our responsibility, as stated in the contract, is to provide sheeting up during the roof replacement process. We diligently adhere to these guidelines to deliver a high-quality roofing solution while operating within the boundaries of our expertise and licensing requirements.

  We want to emphasize that we are NOT in the business of taking advantage of our customers. Our contracts are designed to be transparent and provide a clear understanding of what we are responsible for doing, as well as what falls outside our scope. We strive to maintain open communication throughout the entire process, ensuring that you are fully informed and involved in every decision made regarding your roofing project and whatever resolution that we come to in regard to this egregious complaint. 

  We value your satisfaction and want to address any concerns you may have. We will have our local GM reach out to come and take a look at the concerns and see what we can do to rectify the situation to the best of our ability within reason. 

  Thank you for giving us the opportunity to address this matter and provide clarification. We appreciate your understanding and trust in our company.

• Initial Complaint

  Date:06/14/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 23, 2023 A salesman from DaBella (****** office) came to give us a cost of roof replacement. He asked to go into the attic to check the roof for leaks, etc. While up there his very long leg came through the celing.The repair to the ceiling was $1, ****** DaBella has never refused to pay, they just haven't. I call them weekly and they give excuses and then say they will check it out and get back to us. The first call on March 24, 2023 was the only time that ***** has returned our call.

  

  Business Response

  Date: 06/19/2023

  We would like to extend our sincere apologies for the incident that occurred during our sales representative's visit to your property. It has come to our attention that a hole was inadvertently created in your ceiling, and we deeply regret any inconvenience or distress this may have caused you.

  We will be reaching out to confirm datails and follow through on what should have been done as soon as we were made aware of the situation. 

  We acknowledge that our initial response to address this matter was not as prompt as it should have been, and for that, we sincerely apologize. We understand the importance of timely communication and swift resolution in situations like these, and we regret any frustration you may have experienced due to our lack of responsiveness.

  Please know that we have taken your concerns seriously, and we are committed to rectifying the situation promptly. Our intention is to ensure that you are properly compensated for the damages caused.

  We want to emphasize that your satisfaction is of utmost importance to us, and we genuinely care about resolving this issue to your full satisfaction. We value your trust in our company and want to assure you that we hold ourselves to the highest standards of professionalism and customer service.

  Once again, we apologize for any inconvenience caused and for the delay in our response. We will be reaching out to you shortly to provide further details regarding the compensation process and to schedule the necessary repairs at a time convenient for you.

  Thank you for bringing this matter to our attention. We appreciate your understanding and the opportunity to address and rectify the situation promptly

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20187617
  
  I am rejecting this response because: The response from DaBella is exactly what I've been hearing for the past three months.  They have responded to each phone call I've made to the company with exactly the same words.  They have had three months to pay the invoice for the damage their salesperson did and I'm not willing to accept until they have personally called me AND paid the $1,800.00.  ***** has all our contact information.
  
  Sincerely,
  
  ****** & ***********************

  

  Business Response

  Date: 06/30/2023

  Thank you for your response and we think that is a fair request based on our lack of communication and follow through. I have ************* the check has been printed and signed and will be mailed out from our ******** location next week. **** business day is the expected check delivery. 

   

   

  Customer Answer

  Date: 07/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** & ***********************

• Initial Complaint

  Date:06/14/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cancelled a contract for Window replacement, paid deposit and can't get the deposit refunded.On 5/23/2023 I signed a contract to replace 3 windows and paid a deposit of $1465.00. On 5/25/2023 I sent an email with the attached signed cancellation form, and sent the original signed CANCELLATION form via ** MAIL to cancel the contract dated 5/23/2023. On 5/30/2023 DaBella charged my credit card for the $1465.00 deposit on the Cancelled Contract. On 6/2/2023 I called **************** center and they transferred me 3 times but never got to the billing/cancelation department. I also called *************************** (the sales person) and explained the situation about cancelling the contract. He stated that he would check into it to get my deposit refunded. On 6/6/2023 I again called the **************** Center and was transferred to someone who acknowledged that DaBella has received my Cancellation Form and they were working on the request to refund my deposit and someone from the company would be calling me.On 6/9/2023 I received a call from DaBella's window installer to schedule the work. I explained I cancelled the contract. He apologized and said the information was not sent to them. Today, 06/14/23, I checked my credit card information and a refund has still not been posted, nor have I received a call back from anyone at DaBella. If it takes this long for the company to honor the customer's right to cancel a contract, I definitely will not be doing business with DaBella in the future. Today, 6/14/23, I also spoke with the **************** Team member who once again stated they are waiting for the ******* Office to contact me and verify the refund due. The phone number provided is only for scheduling, not ****************. This is not how a business should be run.************************* ************

  

  Business Response

  Date: 06/15/2023

  To Whom it May ********************************* you very much for alerting us to this situation.  We reached out to this homeowner on 6/15/2023 at or around 3:30 PM to acknowledge that this job is indeed cancelled and we are in the process of refunding the deposit.  We deeply apologize for any difficulty this may have caused.

  Customer Answer

  Date: 06/24/2023

  I was contacted by the DaBella and they approved my refund of $1465.00, however I am still waiting for the funds to be credited to my credit cards account.  As of today it still has not been credited.  It's been almost a month.

   

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

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

  

  Business Response

  Date: 06/30/2023

  The refund was initiated on 6/21 but does take **** day to post to account. 

  Thank you 

  Customer Answer

  Date: 07/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************