Important information
- Customer Complaint:This BBB Business Profile for DaBella headquarters is an aggregate
report for all company locations, reflecting consumer experiences of 42 DaBella
locations nationwide.
Complaints
This profile includes complaints for DaBella's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 616 total complaints in the last 3 years.
- 201 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/13/2023
Type: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.
Transaction 14Nov2022 Window install 9-10Feb2023 3 of the replaced windows had arches They said they don't do arches buy would square out opening. They installed windows and just put plywood over arch openings. Even one of the installers said that it would probably be him that would be back to finish the job. They said they would replace trim and drywall and I would be responsible for the painting.I've been calling frequently since the install to have them finish the job. They would keep saying that someone would call back with details and no one would call. After 123 days and implying they would get it done, they now say that they won't do it because it's not in the contract.
Business Response
Date: 06/14/2023
To Whom it May ********************************* you for alerting us to this situation. We spoke to the homeowner yesterday and have an installer going out to fix the windows/drywall and trim this next week.
Customer Answer
Date: 06/15/2023
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:06/11/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We are waiting for a canceled contract.. THEY DO NOT RETURN PHONE CALLS when THEY say they will..They are not reliable.Business Response
Date: 06/12/2023
To Whom it May ********************************* you for alerting us to this situation. The general manager of that branch reached out to the homeowner via email to verify that the job is indeed cancelled.
Customer Answer
Date: 06/12/2023
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:06/08/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This is related to a complaint related to Dabella done through BBB in May 2023, Complaint ID #********. ********************** response was: "we have tasked the local branch with reaching out immediately for a resolution."After one month we don't have any resolution.Business Response
Date: 06/09/2023
To Whom it May ********************************* you for this update. We talked with this homeowner and explained that while the request was for a separate valve for cold and hot water, we only provide a single function valve. Additionally, the lack of hot water is a water heater tank issue, not an issue with the shower.
Initial Complaint
Date:06/07/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We received a quote for all windows and doors for our house in July 2022 with aproximated instalation date end of september. We started calling and send emails in October with no answers. The few emails that were answered we were giving a no firm date for installation. They dragged this until December and finally came. The front door was not what we ordered and the window by the pool were not in spec with the city which needed to be tempered. The ordered was place correctly but they F..up. They said it would need to be reordered and they would be coming back in Ferbruary 2023. We are in June and they haven't come yet and they do not answer any emails or phone calls. Sales rep has his voicemail full... and customer support is the same never call back even if you leave a voicemail. I like the window and doors but if anything goes wrong you're on your own.Business Response
Date: 06/14/2023
As we have stated several times and confirmed with the supplier, the required windows and glass areas that require tempered glass are tempered. That being said, we have contacted the homeowner and have a plan for resolution and this will be settled and issues resolved after 6/20 due to a scheduling conflict.
Please do not hesitate to call our **************** team at ************ with further questions or concerns.
Customer Answer
Date: 06/15/2023
Complaint: 20154799
I am rejecting this response because:You are stating that the glass that needs to be tempered is tempered, well all tempered glass are required to be engraved and marked so they can be identified to the regular glass and this one is not. So it is not compliant and it is not tempered.
Sincerely,
*************************Business Response
Date: 06/16/2023
Thank you for providing us with this information. We have scheduled a meeting with the homeowner on June 20th at 5 PM for resolution. We will bring the *** showing the tempered designation as well.Customer Answer
Date: 07/06/2023
Hi
I didnt answer because they were in process for a resolution, but they keep pushing the resolution and the terms which have been already agreed.
Complaint ID:
20154799
I need this complain to be reopen.
Thanks
****
*******
Business Response
Date: 07/18/2023
Resolution was mailed on 7/11/2023 and should be there any day, if not there by now.Customer Answer
Date: 07/27/2023
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:06/05/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We have water splashing down when it rains and chipping our paint on the garage door. When we had this done I asked if we would need gutters and we were told that we would not need them because there is a piece of metal going across to prevent that from happening. They lied to me and I reached out to the warranty GAF and they said it is not covered. I called Dabella back and they said to call the manufacturer. They e-mailed back a list of phone numbers which is for Dabella and GAF which I have already talked to. I am not happy with how they deal with customers and all they said to me is that they can give me a quote for gutters but with what I paid for my roof and being a senior citizen I believed them that I wouldnt need gutters. ??Business Response
Date: 06/06/2023
To Whom it May ******************** you for alerting us to this issue. We have reached out to this homeowner and provided a gutter contact for resolution.
Customer Answer
Date: 06/06/2023
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:06/03/2023
Type: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 contacted Da Bella numerous times to get a resolution with no success. According to the contract we signed for siding dated 6 August 2022, we are supposed to get reimbursed up to $350 for post job completion outside electrical hook up. Nobody will help me with the process. Also, according to the company, representative, *********************, we are supposed to get some compensation for the shoddy workmanship on the siding. Such as cracked stone, dented flashing, wrong flashing, etc. We have not received anything from them.Business Response
Date: 06/12/2023
Our local Team Lead will be reaching out to go over the complaints so we can process the electric reimbursement request and any other agreed upon refunds.Customer Answer
Date: 06/15/2023
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,
***********************Customer Answer
Date: 07/27/2023
I have been trying for months with no success to get a resolution on the faulty installation of siding on my house. Substandard workmanship. I have been promised resolution on this issue numerous times with no results.
Desired Resolution: finish the job
Business Response
Date: 08/04/2023
This information has been forwarded to the local ******* office for further review and to formulate a plan of action. Additionally, this has been received by the Director of **************** to ensure movement on this. Further action to comeCustomer Answer
Date: 08/04/2023
Complaint has NOT been resolved. Company has initially said that they will resolve it but has not responded to numerous requests for updates on it.Customer Answer
Date: 09/05/2023
Complaint has not been resolved. I have not heard back from the company. I could not access your email from the 18th until today. Do I have to open a new complaint?Business Response
Date: 09/14/2023
Customers electrical reimbursement was sent 6/20/23. Customer is advised to call ************ opt 1 of they did not receive it.Customer Answer
Date: 09/21/2023
Complaint: 20139266
I am rejecting this response because: I have received the electrical reimbursement. However, I am still waiting for the completion of the work. I have reached an agreement with a general manager on fixing the problems, but I will not close the complaint until the work is done.
Sincerely,
***********************Business Response
Date: 09/22/2023
Work was ordered however we are unable to assign an installer until photos are received from homeowner. left message for homeowner as no photos have been received. Photos can be sent to ***************************************** referrening job number ******.Customer Answer
Date: 09/28/2023
RE: Job # ******. Photos emailed to Da bella customer service last Saturday (5 days ago). I asked a copy be sent to ******.Business Response
Date: 09/29/2023
Photos received and dispatched to market for installers. Thank you.Customer Answer
Date: 10/03/2023
Complaint: 20139266
I am rejecting this response because: I will not close out this complaint until all the work is done. I made that mistake before.
Sincerely,
***********************Initial Complaint
Date:06/02/2023
Type: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.
Bad install of the windows and they do not work properly. They do not lock and open the way that we were told they could open. Also damage was done to our siding when the windows were installed. And one of our windows was damaged on the install. The reason we got these windows was to help with keeping heat in during our long *******, because of the bad install that did not occur. We contacted the business the next day on the issue after the install and still no resolution.Business Response
Date: 06/12/2023
Our local office has attepted to contact for resolution multiple times and has left voicemails on the number that we have.
Please return our calls or reach out to our customer service team at ************
Customer Answer
Date: 06/15/2023
Complaint: 20136938
I am rejecting this response because: they did leave a message after I told them I would be unavailable to get back if they did leave a message because i work underground for a mine and work 12 hour shifts. However i did call back and I left a message for ***** who works for ****** (a contractor for *******) for ***** the ** for the ******** ******* ******* and the Debellas customer service line. ***** and the customer Service gave me a call back, but ***** the ** has not. ***** called me back and sent out a worker name ****** who assessed he windows and saw thatt bad installation and bad product was put in my house. ****** fixed the issues that he could but said some new glass needed to be ordered for the bedrooms, a sliding screen door needs to be replaced and a new frame for the big window needs to be ordered and replaced. So the issues have not been resolved. However they are working on it. But i am still very skeptical on it being fixed because this is an issue that i have been trying to get resolved for a year. If the issue is fixed i will not be satisfied until i am compensated. Because the windows did not work as promised during our winter where we hit 30 below zero for several weeks.
Sincerely,
***************Business Response
Date: 06/19/2023
We would like to express our deepest apologies for the inconvenience and frustration you have experienced due to the delay in completing the window service at your property. We understand the importance of having fully functional and highly efficient windows, especially during a cold winter, and we regret that we were unable to meet your expectations in a timely manner.
Please know that we acknowledge the difficulties you faced and the impact it had on your daily life, particularly considering your long working hours. We sincerely apologize for any discomfort or inconvenience this may have caused you and assure you that we take your concerns seriously.
The delay in obtaining the necessary parts for your window replacement was unforeseen and regrettably beyond our immediate control. However, we understand that this does not excuse the extended timeframe it took to resolve the issue. We take full responsibility for the delay and the inconvenience it caused you during the cold winter months.
To address your concerns and provide a resolution, we are expediting the procurement of the required parts to ensure a prompt completion of the window service. Our team is working diligently to secure the materials and schedule the earliest possible appointment to complete the installation, ensuring that your windows will be fully functional and meet the expected efficiency standards.
We deeply appreciate your patience throughout this process, and we want to assure you that we are committed to making things right. We understand your frustration and the impact it has had on your comfort and daily routine. Please rest assured that we are taking immediate action to rectify the situation and ensure that you receive the level of service you rightfully expect from us.
Once again, we apologize for any inconvenience caused, and we genuinely appreciate your understanding. We will remain in close communication with you to provide regular updates on the progress and to schedule a suitable time for the completion of the window service.
Thank you for bringing this matter to our attention, and we value your continued trust in our company.Customer Answer
Date: 08/09/2023
I did not get back because i was told by the manager for ******* to give him time to fix the issue. He told me that he needed until September to fix the install issues. When ***** came out he would have someone come out to fix the lock on my windows right away because it is a saftey issue. No one has come out. I am putting in another complaint because there hasnt been any follow up and both ***** and the contractor manager for Alside voice mails are full. I am not feeling like the issue is going to be fixed by the alloted time. So i am asking for a full refund for the windows. This issue has been going on since the install that has been 17 months.Business Response
Date: 08/28/2023
We have communicated with customer on 8/28/2023 and confirmed the estimated delivery of their product is 9/15/2023 with estimated installation to be completed by 9/29/2023 to resolve the matter.Customer Answer
Date: 09/08/2023
I would like to keep this complaint open until the matter has been resolved. The windows are set to be fixed on 9/29. But because this issue had not been resolved over *********************** doubt that the windows will be fixed.Customer Answer
Date: 11/03/2023
I am following up with. The issue was suppose to be fixed as of 9/29/23. The installers never came out that day and had to be rescheduled. The installer came out on 10/11/23 and all the issues with the windows have not been fixed. We are now in the 19th month of untesolved issues. I have contacted the regional manager ******************* as well on this matter on 10/31/23 and nobresponse back. I have been paying $220 per month for windows that do not work for 19 months. Unacceptable!Customer Answer
Date: 11/07/2023
Why had this issue been closed? The issue has not been fixed.Business Response
Date: 11/13/2023
Our team of installers recently addressed the windows. Furthermore, we will be providing a reimbursement to cover the costs of the monthly payments made during the period when the windows were experiencing issues.Customer Answer
Date: 11/14/2023
The company has come out. But not all issues have been fixed and reimbursement has not been issued. The installer and the manager are both to come out to see the issue with the window and i was told there was foing to be a reimbursement. But again bone have been fillowed theough as of yet. Please keep this complaint open.Initial Complaint
Date:06/01/2023
Type: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 had me sign a contract for windows agreeing to a deposit that would be taken after they confirmed measurements. I received a call that they would be out to get measurements, but they didn't show up. A few days later they took the $1500.00 deposit from my account on a Friday evening. When I saw this I called to cancel as they did not fulfill their promise. They now refuse to return my money because it has been more than 3 days since I signed. They strung me along with phonecalls and faults appointments until they took my $1500.00. Now they refuse to return it, and deny calling me and setting up appointments.I received no service and they took $1500.00 from me. I no longer want them near my home and just want my money returned. The *********** general manager was rude and refuses to return any of it.Business Response
Date: 06/05/2023
To Whom it May ********************************* you for alerting us to this complaint. There hasn't been a critical measurement done on this project, nor has there been an appointment set for one. Both the team lead and the general manager contacted the homeowner and tried to set a time for the critical measurement, but both were met with resistance. At this point, per the contract, there are two solutions. One is to allow the installer to perform the measurement and move forward with the window installation. The other is to cancel the contract, thus forfeiting the deposit.
Customer Answer
Date: 06/05/2023
I have received no service from this business and have only become more dissatisfied with them. As they have stated there have been no measurements and no product. They took $1500.00 and have done nothing but upset me and my home. I do not want their services, I no longer feel I can trust them as they deny setting up appointment and not showing up for them.
I have repeatedly canceled there serves and would like my money returned.
Complaint: 20131687
I am rejecting this response because:
Sincerely,
***********************Initial Complaint
Date:05/31/2023
Type: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 company, DaBella, replaced my tile roof in ********** The roof in the front of the house which is mainly seen from the street is all mismatched, has some bleached staining from some sort of spill and also a few tiles with cracked edges. I have contacted them and asked them to replace it and they said no. I also sent an email containing pictures and have had no response.I have been working with their ********** office. I signed a contract for the work Nov 9, 2022 and for 5 months I had no communication with them. I called the local office and their customer service number continually with no results. The roof is ****+ sq ft and I paid $40,000 for the job. I financed half of that and according to the lender they were paid the $20,000 already.DaBella contracts with local roofers and I do not know who they were because there was no signage on their trucks. Most of the workers did not speak English.They ran out of tile and had to order more. During that time they left large piles of trash on my roof which could have become a liability if something blew off. I also received a letter from my HOA regarding this.Business Response
Date: 06/05/2023
To Whom it May ******************** you for alerting us to this. This homeowner declined a full replacement of the tile due to cost and opted for the repair and replacement of the existing tile and underlayment. The complainant was made aware that the tile cannot be an exact match for 2 reasons. 1) The tile that has been up there for years has been exposed to the extensive heat and UV rays which caused the tile to weather and fade. 2) Blends in the tile change constantly by the manufacturer due to raw material availability. It is impossible to get an exact match for tile when it comes to repair and replacement jobs.
Delays in installation occurred because of an extensive backlog which the homeowner was made aware of at time of signing and due to extreme weather for the first 3 months of the year in ********** this job as well as others were unable to be installed until the weather cleared.
We did not run out of tile during the installation. We had to remove and assess the health of the existing tile so that we knew how much new tile was needed to be placed on order. This is a standard practice for a repair and replacement install.
The availability of the installers to speak English has nothing to do with the actual roofing install. When the complainant did contact our office,I sent my sales manager out to address the issues.
Clean up is done at the end of every job to avoid unnecessary dump fee charges and is in our contracts that we will clean up at the end of the job. If a fee was charged by the **** then we will gladly compensate for the fine.
The sales manager was sent out to meet with the homeowner post install and he stated that we cannot replace the tile and that it is part of a repair and replacement job for tile to not match 100%.Customer Answer
Date: 06/06/2023
As you can see there are chipped tiles, mismatched tiles and some sort of stain from something spilled
I wanted to add some new information to my complaint-
I checked with the building department of my city ( **********) and there was NO permit pulled for my roof job
Please let me know if you need anything else
*************************
************
Business Response
Date: 06/12/2023
We had a local team lead onsite twice, once during install, and once for the completion, and nothing was said or brought up in regards to the approval of the roof.
This is a repair and replace contract, which means that the homeowner was fully aware that wed be using the previous tiles and replacing the underlayment and repairing what we could while replacing as needed. We had to purchase additional material once we knew how many tiles we were going to need. The new tiles never match at time of install because they are new tiles compared to old tiles. This is common practice in any tile roofing industry.
We initially had been told that a repair and replacement did not require permits, but we were misinformed and are in the process of acquiring permits for the project. Once those have been acquired, the city will do an inspection, and will close it out relatively quickly. Once that is complete, we will submit permits and inspection information to the homeowner.While it is our sincere desire to come to a resolution, our local general manager is the one who will be handling the resolution and has reached out to the homeowner, but has not received a return call.
Our CS phone number is **************. We have a department of indviduals who are happy to help the homeowner get in contact with the local GM.
Customer Answer
Date: 06/22/2023
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:05/31/2023
Type: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.
August of 2022, Dabella was hired to replace all the windows in my home. One of the windows was improperly measured. One of Dabella's managers handwrote a note on the "letter of acceptance" stating that the bathroom window would be replaced. As the buyer, I signed the document in good faith after this note was added, clearly indicating my agreement with the replacement.Since then, I have been in regular communication with **** *****, receiving assurances that the window was on order and that the replacement would be carried out promptly. However, I received the news today that the window was not actually placed on order and that there was nothing else they can do. Subsequent failure to replace it as promised has resulted in a serious breach of the agreement.Business Response
Date: 06/01/2023
To Whom it May ********************************* you for alerting us to this issue. We have reached out to this homeowner for a resolution.
Customer Answer
Date: 06/06/2023
Better Business Bureau:Thank you for your assistance in this matter. The business in reference has responded and taking action to replace the window.
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************
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