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

  2601 Cherry Ave Ste 304 Bremerton, WA 98310-4201

  
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  DaBella

  2685 Palmer St Ste A Missoula, MT 59808

  
• 

  DaBella

  11711 NE 99th St Ste 920 Vancouver, WA 98682-2455

  
• 

  DaBella

  970 Pier View Dr Suite B Idaho Falls, ID 83402-4918

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/30/2023

  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.

  Set up an appointment for an estimate on roof repairs due to a leak in our living room after the heavy March rains. Two reps showed up to give us an estimate for the repairs. During the course of them inspecting our attic the sales reps caused damages to our drywall ceiling in the hallway and in our kitchen/dining room. Now, I know accidents happen and I wasn't really upset especially since they both confirmed it was their fault and that DaBella would take care of the damages at no cost to us. That was back on May 2, 2023. I called the company and was advised to expect a call back to schedule the necessary repairs. After 3 phone messages and no reply, I was forced to visit their offices in Mission Valley on May 8th. Manager, *************************** assured me that the damages were reported and we should hear back soon from the repair crew. No reply from DaBella at all so on 5/22/23 I called and spoke with ****, she stated she tried to call her repair crew and there was no answer. Really, no answer or voice mail available from your own crew members?? We are still waiting, will take them to small claims court if necessary.

  

  Business Response

  Date: 06/05/2023

  To Whom it may concern,
  
  We have reached out in regard to your ceiling and came to the agreement you will be fixing the ceiling and we will be reimbursing the cost.

  Customer Answer

  Date: 06/09/2023

   
  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:05/30/2023

  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.

  DaBella took advantage of my 84 year-old father by over charging him and did not pass final inspection. They charged my trusting father $20,000 for a 730 sq ft home. They did a sloppy job and did not pass the city's inspection. I have been trying to resolve it for months. For months, they responded to my email and calls and kept promising they will send someone out. Now they stopped responding altogether. The roof inspection had been passed due, and I had requested for an extension, which will be due soon. My father has been left hanging with confusion and worries. He is an elderly on a fixed income. He cannot afford to hire someone else to come out and fix this issue in time. How could DaBella do this to someone like that! They took advantage of an elderly's trust and lifetime's savings and left him hanging!

  

  Business Response

  Date: 05/30/2023

  To Whom it May ********************************* you for alerting us to this issue.  After checking with the local branch, we are unable to find a customer under the included name, phone number, or email.  We would be happy to address any issues, but we are going to need the homeowner's information.

  Customer Answer

  Date: 06/08/2023

   
  Complaint: 20118766
  
   

  The property's address is ************************************************* 

   

  The roof was done in February of 2022. The final inspection was never completed. The issues called out by the city's inspector have not been fixed. Despite may phone calls and emails I have made, nothing has been done. 

   

  These issues need to be fixed as soon as possible.

   

  Thanks,

  ******

  ************ 

   

  

  Business Response

  Date: 06/14/2023

   

  As to the failed inspection that we are in process of resolving:

  We spoke with the city building inspector to see about confirming the inspection, and they confirmed that the roof did not have the final proper inspection and that we would need to expose the roof ice and water in two places so that they can confim that it was installed correctly. We are assigning a contractor to complete the requirements, and once inspection approved they redo the exposed area, per city request. 

  While there are several concerns in the timeline of the service, I wanted to take a moment to respond to the initial accusations of us taking advantage of an elderlay man. 

   

  First, when we confirm or schedule an appointment with one of our homeowners, one of the most important and first things we ask is if they would like to include anyone else in the decision-making process.
  
  Second, we do not discriminate against anyone because of their age, gender, religion, race, financial status, etc.
  It is also against the law for us to refuse to sell something to someone because we think they are too young or too *****************, our pricing is what it is, and if you were to look in the ****** Blue Book for home improvement projects for what an average roof price is, youll find that our pricing aligns with the average across the nation. The fact that your father's house is 730 square feet does not mean that the roof is the same size as the floor plan. This is because the roof's pitch, the potential garage, overhangs, and anything else that *** be included do make the roof area larger. Also, there are so many more factors that go into a roof's price. accessibility, layer, dry rot, or sheeting repair, and many other factors. Although I'm not looking at your dad's roof project specifically when I am writing this, I can tell you that it's not just 730 square feet and that our prices are the same for every person we work with. We don't treat people any differently, and we don't change our prices just because someone is from a particular demographic.
  
  We know that someone can get a roof for less, but we have found that you get what you pay for.
  What comes with our roof does cost more than some "***** in a truck" because of the actual materials that we use being of superior quality, as well as the superior warranty and all of the other features and benefits of our roofing system. It is not apples to apples.
  
  
  While we are disappointed in the circumstances and the frustrations that you *** feel in this scenario, I can assure you that we did not become one of the highest-rated and most-reviewed home-improvement companies in the nation by taking advantage of anyone. We are here to serve, and we offer the highest quality products and the best warranties that we know of in the industry because we believe it would be a disservice for anyone to have less superior products and install them just to meet their price range.

• Initial Complaint

  Date:05/21/2023

  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.

  Over 6 mo after our roof leaked Im still fighting DaBella for resolution. They are hard to reach then ghost me. There are several issues necessitating a full roof reset. Im asking for a refund of $24,750 as well as $25K in compensatory damages to repair interior and for the disruption to our lives. Roof Issues: Slope vents not cut into plywood; Poor shingle adhesion; Soft spots; Nails in valley seam; Water lines around chimney and under valley; Water staining on beams; No permit for install Contract violations: No prior notification of material delivery, installation, or inspection; Installer started at 7:30am on holiday and again on a Saturday; Roof installed not to industry standards (temp below specs, material storage not to specs, slope vents nonfunctional, no permit); Failure to honor labor warranty and obligations under GAF warranty We contracted with DaBella 8/4/21 for a new roof expected install Oct, actual install 1/17-22/23. Materials arrived 10/20/21. We received no contact until mid-Nov despite my voicemail msgs. They stated a scheduler would call but no one did. I was assured install would not be in freezing temps or with snowfall, and we would be notified at least 2 wks prior. During install temp was below mfg spec, it did snow, and we recvd no notice. On 11/4/22 rain came into interior, damaging ceiling. I opened a warranty claim 11/7 and installer inspected 12/8. Installer placed addl layer of shingles around chimney flashing. He declined to go into attic or see interior damage. DaBella has ignored attempts to resolve issues. Each time I reach someone they act surprised that I have unresolved issues, despite phone calls, emails, texts, and report w photos from local contractor. On 4/20/23 I reached someone that elevated my issue to upper mgmt. On 5/11/23 I rcvd call from leadership who stated they would call with resolution the next day. To date no has contacted me despite me calling to f/u. Today I sent demand letter and am filing complaint.

  

  Business Response

  Date: 05/26/2023

  To Whom it May ******************** you for alerting us to this issue.  The General Manager of the branch went out to speak with this homeowner and was turned away.  The leak was at the chimney (where the valley meets it) and was serviced.  Photos are attached.  It is our contention that the only issue to address is the drywall, and we would happily reimburse the drywall repair if a bid was submitted.  If the installer were allowed the chance to go out and assess that would be appreciated.  

  Customer Answer

  Date: 05/29/2023

   
  Complaint: 20087607
  
  I am rejecting this response because:

  This response is nothing more than continued gaslighting from DaBella, stating they were not informed of other issues when that is factually incorrect. After 5-6 months of persistently trying to get DaBella to honor their warranty I finally sent a demand letter,which prompted the surprise visit by the ** and another employee for an inspection. This was after I specifically stated anyone arriving without prior arrangement would be refused. DaBellas empty promises, ghosting, gaslighting, and my discovery of growing legal, contract, and workmanship issues has shredded every bit of trust I have in DaBella following through on repairs or their installers repairing to industry quality standards. I gave them multiple chances and they blew them again and again. When the original installer came out on 12/8 he placed a layer of shingles over the chimney flashing and nothing else. I told him that I observed water come from other areas and invited him to inspect the attic, to which he declined. I called DaBella and asked that they send a different installer, and they said they would look at solutions and get back to me, but they never followed through. I hired my a contractor to inspect the attic and he documented water coming in underneath the valley, away from the chimney repair. I communicated this to DaBella and again asked they send an inspector, and again they gave me empty assurances and never followed up. I sent them photos and estimates for repair which they ignored, and after that they ghosted me until I threatened legal action, then after more empty assurances ignored me again. During the months trying to get DaBella to honor their warranty I discovered several red flag issues with the roof (no permit pulled, code violations, eyebrow vents not cut into decking, areas of loose shingles, soft spot, temp outside mfg spec for install, evidence of underlayment failure). When the ** was standing on my front porch he stated theyve installed ****** roofs and its common for issues to pop up and I need to allow them to repair them as they are discovered. This eroded my trust in the company further. If, after ****** roofs, you think leaks, nonfunctional vents, etc. are normal then the company has serious systemic issues. Working with DaBella has been like being in an abusive relationship and it needs to end. I will get a refund and compensation for damages and the disruption to our lives, hire a local roofer to reset the roof, hire a local contractor to repair the ceiling, and never have to think of DaBella again.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/05/2023

  Thank you for this latest information.  In order to consider a refund for a roof replacement as well as internal damages, we would need the following that we are willing to provide for our information so that we can assess the damages and compensation accordingly:

   

  (1) An inspection from GAF (our roofing manufacturer) to assess the install and product of the current roof to see whether it does need to be replaced and what is causing the stated issue (s).

  (2) As to the internal damage, we would need a third party inspector to give an assessment of what caused the damage and an assessment of the cost for repair (s).

   

  Without both of these conditions met, we would deem it unreasonable to expect a full refund.

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20087607
  
  I am rejecting this response because: The refund for the roof and direct compensatory damages to repair the interior of the home address only part of my claim. While inspections will add to the body of evidence, they do not change my demands for general compensatory damages for the disruption to our lives caused by poor workmanship with the roof, contract violations, and bad faith business practices. Additionally, as stated in my demand letter, I will seek punitive damages in arbitration.

  I accept an inspection by GAF (independent from DaBella) as well as an estimate from a third party contractor to repair the interior damage. I expect the arbitrator may ask for these independent inspections as well.

  I previously provided the local DaBella office GM names of GAF certified roofing contractors in our area. I reached out to the two nearest me to request an inspection - one stated he did not have time and the other did not reply to me. I shared their responses (or lack of) with the local branch GM. I have not received any update on whether he successfully reached other certified GAF roofing contractors. If DaBella identifies an appropriate independent GAF installer I will accommodate the inspection. I need to reiterate STRONGLY that any inspection be arranged with me in advance so I can make plans to be home and kennel our dogs, otherwise the inspectors will be turned away.

  I've had a difficult time obtaining estimates to repair the interior damage, with the three contractors that came out citing unknown lead and asbestos risk in the popcorn ceiling texture, unknown presence of mold growth on the sheetrock underneath the texture around ceiling cracks, and the condition of the sheetrock underneath the blown-in insulation in the attic. Two contractors did not provide written estimates but both verbally provided the same ballpark of $5000. Mold growth is visible on the ceiling sheetrock where the soggy popcorn texture fell away, which I treated and killed. Palouse Handyman provided an estimate of $10,375.91, which assumes lead and asbestos (attached). (Note: The first page of Palouse Handyman's estimate is an invoice for his emergency inspection in December and an asbestos kit, which I paid. The asbestos kit requires an additional fee once samples are sent into a lab. That test isn't certified and not all contractors will accept the results.)

  The local branch can reach out to me directly to coordinate the inspections. I can also contact other local contractors in order to receive a variety of estimates on the interior damage.

  While the arbitration case is filed, I am open to negotiations concerning the direct and general compensatory damages. I will see this through arbitration if necessary, but am also motivated to reach a resolution quickly as contractor schedules are filling up and I need to make repairs to my home as soon as possible. I am not looking forward to another hot summer with nonfunctional ventilation in the attic taxing our AC units and stressing beams and trusses, and need the roof failures addressed before the next big storm event. As noted in my demand documentation, I am disabled and my two children living at home suffer from the same genetic conditions that caused my disability. Three individuals in the home with temperature regulation issues due to dysautonomia make the excess heat caused by the nonfunctional attic ventilation even more unbearable.

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

  Customer Answer

  Date: 06/13/2023

  When I filed my complaint with the BBB it was in conjunction with sending DaBella a demand letter. I was concerned that DaBella would ignore the demand letter and by opening the BBB complaint sought to gain greater exposure and higher likelihood of a response from DaBella. I uploaded a copy of the demand letter when I opened the complaint. In the letter, I provided a deadline of June 2 before filing for arbitration. As my demands were not met, or other resolution identified, I filed for arbitration the evening of June 2 and notified DaBella. The *** states that the majority of arbitration filings are resolved prior to an arbitrator being assigned, and I was hopeful the BBB complaint would help facilitate a solution before the arbitration moved forward. An arbitrator has not yet been assigned, and I've received nothing from the *** aside from a receipt for the filing fee. However, I have received no communication from the local DaBella general manager since I agreed to his suggestion of a third party inspection via email on May 25, so I don't believe they plan on doing anything. I understand if the BBB needs to step away at this point as my complaint has evolved to legal action. I unfortunately do feel that legal action is my only recourse with DaBella.

  

  Business Response

  Date: 06/15/2023

  We are very appreciative of the information and the clarity of the response.
  
  We are currently communicating with Gaf, the manufacturer, directly, so that they can reach out to schedule an inspection of the roof to give us the summary of whether the roof was actually installed incorrectly, or is correctly installed with a potential issue around the chimney that *** or *** not be the responsibility of DaBella, depending on the condition of the motor and such.
  
  This is not to abdicate our responsibility for the roof, just ascertain what caused the leak, and whether it was poor workmanship or not.
  
  When it comes to any form of arbitration or compensation for disruption and issues, we would like to just know exactly what caused the issues and inconvenience, so that we can speak to the facts versus opinions. We know that the the homeowner and us our in alignment with that aspect of future conversations.
  
  Once Gaf gives us an assessment of the roof to tell us whether or not the roof was installed correctly to the standard, depending on what *** or *** not be cited, it is in our contractual with agreement with Gaf, to make sure that any repairs are made, if any are deemed necessary, but are also aware that there *** be nothing related to the roof install specifically the Gaf with deem a need for repair.
  
  While this will be done as swiftly as possible, we are at the mercy of Gaf getting this scheduled and hope to have that assessment as quick as possible so that we can make the best decisions in regards to this specific project, as well as the request for compensation for pain and suffering.
  
  We are aware that there was leaks prior to us being at the home and installing a new roof and are under the impression that the leak came from the same exact area as they are claiming we are liable for at this point.

  Once we have this inspection from GAF, we are willing to work with the BBB in mediation to come a quick resolution. 

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20087607
  
  I am rejecting this response because: This does not address/resolve all our issues with DaBella.

  I will accommodate the *** inspection, but this addresses only one part of our issues with DaBella, as I already stated exhaustively.

  It is questionable that DaBella ignored my repeated requests to inspect the roof, attic, and interior damage while the leak and evidence was fresh, but now, seven months later, is implying that I am attributing old damage to the new roof. 

  I assume most homeowners seeking a new roof do so because of an observed leak or similar issue, and we are no exception. We discussed this openly with DaBella employee ********************* during his inspection in conjunction with creating the estimate for our new roof August 4, 2021. Plastic tubs placed to catch water drips on the west side of the attic - far away from the chimney and living room where interior ceiling damage occurred after the new roof leaked - were likely shown in the photos ***** took that day. On our roofing contract, ***** noted there was no pre existing damage to the home prior to DaBella commencing work.

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

  Customer Answer

  Date: 06/28/2023

  I received the attached letter from the ******************************** regarding my arbitration claim filed against DaBella. The letter states that DaBella failed to comply with the ***'s policies and therefore the *** must decline to administer any claims between DaBella and their consumers. 

   

  As filing arbitration through the *** is a requirement of our contract with DaBella, I am seeking legal counsel to fully understand the ramifications and identify the actions open to me.

   

  Regards,

  Helena

  

  Business Response

  Date: 06/30/2023

  We are working on getting the *** inspection scheduled. The BBB is not a place where compensation will be discusssed as that will be in person once we establish the source of the leak and whether the roof is installed correctly. 

  One we know more, we can make comment and a plan of repair, and/or settlement. 

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20087607
  

  As previously stated, I will accommodate an independent inspection by GAF with prior notification and arrangement on the date and time.

  In response to the June *********************************************************************************************************** any others between DaBella and their consumers, due to DaBella failing to comply with the AAA's consumer claim policies, I have turned my claim over to legal counsel. As such, I will defer to my legal counsel going forward.

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

  

  Business Response

  Date: 07/26/2023

  Inpection is scheduled through GAF. 

   

  Please refer to our legal team for further interaction due to the reference of legal councel. We consider the complaint closed as it is now in a legal status and will be resolved through our legal respresentatives. 

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20087607
  
  I am rejecting this response because: The GAF inspection was carried out on July 31 and I am awaiting the official report. This complaint shall remain open so that the inspection report can be included with the complaint record. As for legal counsel, we await DaBellas response to the inspection report before determining next steps. Our hope is that DaBella will respond appropriately to the results of the inspection. However, should DaBella fail to respond appropriately, then I ask that DaBella provide the contact information for its legal representatives so that we may reach out to them if/when it becomes necessary.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 08/18/2023

  Thank you for your inquiry. I requested a copy of the report from GAF on August 8. On August *********************************************************************** with a copy of the report and instead sent it to DaBella so that they can address the issues and arrange for repairs. I replied the same day inquiring why I cannot receive a copy of the report and reiterated the open issues we have with DaBella and our desire to no longer do business with them. As of today, August 18, GAF has not replied.

  I will send DaBella a message through the BBB asking for a copy of the report. As GAF sent the report to them they will be able to upload it for the complaint record and for my information.

  Regards,

  Helena

  Customer Answer

  Date: 08/18/2023

  I cannot find a location where I can initiate a message to DaBella, only responses to messages they send. Can you please ask them to upload the *** roof inspection report for the complaint record and for my information? *** informed me on August 14 that they sent a copy of the report to DaBella. Thank you!

  Customer Answer

  Date: 08/18/2023

  The results of the chimney inspection carried out by a professional chimney ***** to address claims that water entered the home through the mortar joints. He firmly believes it is impossible for water to enter the home and leak through the ceiling through the chimney mortar joints. He verbally stated that he will sign a legal affidavit if requested.

  Customer Answer

  Date: 08/29/2023

  I spoke to GAF this morning and they are still stating they are legally unable to directly provide me with a copy of the inspection report. However, they said they were able to verbally inform me of the scope of work needed which is a full roof reset as there were so many issues with the original roof that it must be replaced.

  DaBella has not responded to my requests through the BBB for a copy of the report or for the contact information of their legal representatives. Can you please pass on a reminder to them for this information? It seems I can only send them a message when it is in response to a message they send me.

   Thank you very much!!

   *****

  

  Business Response

  Date: 09/01/2023

  The *** inspection is not the property of DaBella and therefore must be provided by *** to customer. The customer has requested and provided us alternative communication.

  Customer Answer

  Date: 09/09/2023

   
  Complaint: 20087607

  GAF continues to state they cannot provide a copy of the report directly to us. However, they were able to verbally inform me of the scope of work, which is a FULL ROOF RESET. This confirms my initial assertions and the findings of the contractors I hired.
  
  DaBella contacted me by email and asked for the contact information of my attorney which I provided. My attorney notified me that she spoke with ********************* of the local DaBella office on the evening of Wednesday, September 6. Due to travel schedules I havent yet been briefed on the called. 
  
  Now that we have established that the  is***s with the roof warrant a full reset, I await DaBellas response to my initial demands. DaBellas violation of the arbitration clause gives us the right to *** them in court if they do not respond appropriately. Given the numerous contract violations, bad faith business practices, and failure to meet industry standards that led us to this point, I am willing and ready to take legal action. Once I speak to my attorney concerning her call with DaBella I will know our next steps.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/18/2023

  We have been in contact with customers preferred point of contact and are working towards a resolution. 

• Initial Complaint

  Date:05/17/2023

  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.

  Was getting new windows from Dabella. Had a agreement on price and parts with Dabella On2/27/23 ******************************* from Alside who makes the windows wanted to come and measure the windows for the second time and talk about other things. The man that made the deal with call and said that add more thing. I did not. They add **** to the bill.I cancelled the project and asked for my 650 that I put down.The person I talk to said I'll get it back in 7 to 10 days , it never came. Call again. This time I was told it takes 4 weeks. Again never came. Call again. Was told they didn't have my address and get it to me in a week. It's been 3 weeks.

  

  Business Response

  Date: 05/18/2023

  TO Whom it May ********************************* you for alerting us to this situation.  Our A/R department is overnighting the check on Thursday, May 18, 2023.

  Customer Answer

  Date: 05/19/2023

   
  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:05/16/2023

  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.

  In March I had my siding replaced by Dabella. They went over the old siding with the new ****** board siding and there are now problem area's such as my water spickets and electrical outlets. The siding buts up to the threading on the spicket and it no longer allows use of a hose or anything else to hook up to them. Dabella initially stated that I would need a plumber to extend my pipes. After I spoke to the project manager and sent photos via email she assured me that she was starting a repair ticket for the electric outlet and the spicket but I've heard nothing back. The electric outlet allows water to flow into the outlet if the cover is placed where cords can plug into the outlets. If the outlets are covered then cords can't plug into the outlets.

  

  Business Response

  Date: 05/16/2023

  To Whom it May ********************************* you for alerting us to this issue.  The local branch is in contact with production to determine what if any solution can be performed within the scope.  We have been in contact with the homeowner with assurances that we are looking into this and will issue a service ticket if it is something our installers are able to fix. 

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 20063400
  
  I am rejecting this response because:
  I was never told IF they could resolve this issue, I was told to email the pictures and they would begin the service ticket process and get this fixed for me.  I also have the recorded phone calls and video footage from when I didn't want to sign off on the paperwork util it was fixed and I was told on video that they would be returning to fix any issues even if I signed. If this email isn't enough then I'll send my camera footage over too. 
  

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

  

  Business Response

  Date: 05/30/2023

  Thank you for this latest information.  We have been in contact with the homeowner and have come to an agreement via a work order to address the issues.

• Initial Complaint

  Date:05/12/2023

  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 put a deposit of $650 for windows. We were told that they would be installed possibly end of May. I have called the ********* office, texted our sales rep several times just asking for an update on when the windows will be installed. Nobody in the company is giving ** an answer. My complaint is that they are not communicating with ** with any concrete information. Its always I dont know, I have to check with so and so. Then we never hear back. Were tired of no response. Ideally wed just like our money back and cancel the contract. We no longer trust this company. We would ask them directly for our money back but considering the run-around weve been getting, were more than sure we would waste our time without the BBB involved. Please help ** get our money back. Thank you.

  

  Business Response

  Date: 05/15/2023

  To Whom it May ********************************* you very much for alerting us to this situation.  We have refunded the deposit back to the homeowner (see attached).

  Customer Answer

  Date: 05/15/2023

   
  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 and take the refund as acknowledgement that our order has been cancelled completely. I have seen the refund posted pending on our account. If for some reason it does not go through, or the company comes back at ** asking for money for any reason I will notify BBB. Thank you.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/12/2023

  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 am writing out of my own frustration as a result of business mismanagement from DaBella company I entered into a contract with DaBella to replace my roof on 11 522; reroofing began 11 ****. I sat with ****** and his apprentice to discuss the process and give him a deposit of $11,515. I clearly explained my Gutter Helmet and we discussed that there would be no harm to the gutters on the roof replacement and how we all acknowledged they were expensive. On 12/15 a separate subcontractor roofing company called Roof It All came and began the project. During the project I had some issues with poor communications and housekeeping. In the end, when it was completed, there was damage to the gutters from ladders and other impact. On 11/23. I gave ****** a check for the balance of ********* **** and he assured me the gutters would be repaired. He had just called and asked for the check and that he had to pick it up the same day to which I complied. For the months of December, January, February, and March I pursued a number of DaBella employees to cover the gutter repair and expenses; unfortunately to no avail. During that time, I was told to get gutter, repair estimates, etc. I had three gutter companies come and two roofers and they all commented on the price of the roofing being exorbitant. The original ********************* quoted $3432 for repair which we had completed and paid ourselves . At the end of January **** said DaBella would reimburse me $2000 of it and the check was coming. Its now two months later and still nothing. Two days ago on 5/8/23 ******** called to tell me it has been submitted to corporate and should be to me in around 30 days which I believe is not acceptable. I need to have this complaint registered for other consumers to see. I have been a banker for ************************************************* this fashion.

  

  Business Response

  Date: 05/15/2023

  To Whom it May ******************** you for alerting us to this situation.  We have been in contact with this homeowner and have provided our standard processing time for the reimbursement.  Unfortunately, we do not have the ability to drive the check out to the residence as requested.  We will stay on top of this and notify the homeowner with any updates.

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 20053301
  
  I am rejecting this response because: I have already waited four months and no one has made any attempt to ever return my calls or resolve the same issue.  More of the same promises is not acceptable.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/25/2023

  Thank you for providing this new information.  The check was sent on May 16th, 2023 and should arrive shortly.

  Customer Answer

  Date: 05/25/2023

   
  Complaint: 20053301
  
  I am rejecting this response because:
  
  Sincerely, its simply another promise.
  
  *************************

  Customer Answer

  Date: 06/08/2023

   I did receive a response and a check for $2000 long after I filed the complaint.  The check is dated *** 12, 2023, and the envelope that sent it is postmarked *** 24 and the certified date on it is *** 25.   
  In DaBellas response to you, that I rejected, they said that they had already sent the check and I shouldve received it which I didnt until two weeks later so that is why I obviously didnt accept the fact that they had because I had not seen a check as yet, which is their constant promise with no delivery.
  
  My belief of their company is that they promise more than they deliver and dont even deliver what they promised, so never did they take care of the Gutter issue I did, and never did they pay for it in full as they should have, and agreed that it was their fault as the company they had subcontracted agreed also.  And this is my biggest disappointment with this company that started the roofing in November and agreed at the end of December and mid January to take responsibility for the damages. I had agreed to a settlement of $2000 which they never delivered until five months later.  I do want their clients to know there can be problems with this company and its contracts.
  
  Thank you for indulging me the opportunity to state my issues and follow through with both me and the DaBella company. I appreciate the work youve done.
  

  
  

• Initial Complaint

  Date:05/11/2023

  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 requested a quote from the company. Since then they will not stop calling me to ask if I want to purchase their services. I have told their representatives at least 5 times that I do not want their service. At this point, I hang up immediately. I simply wish to have my phone number removed from their records.

  

  Business Response

  Date: 05/12/2023

  To Whom it May ********************************* you for alerting us to this situation.  We have placed the homeowner on the *** list (see attached).

• Initial Complaint

  Date:05/10/2023

  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 called DaBella because I had a leak. I wanted to get a quote and looking for bids. A date was schedule for 3/25/23 that evening. *********************** 248 and another person came in and went up to the roof walk around took their inspection and came into the garage and went into the attic. Came down and started explaining the cost and then called the office to bring the cost down. Another vendor came in and I ***** opens the laundry room door and seen some particle on the floor, and I looked up. I went to ***** and said when you were going to tell me about this. She was lots of words. ***** said it happens she has an answer for everything. They left. I ***** went to over my cabinet from the room and I called her and said you step on it twice. I will have someone on Sunday to fix it and it came and nothing. I called several times and that I was calling *****. Every time I called, they said they received my call, and all calls are recorded. Here a month later no call back from DaBella about my complaint. I have to holes in different areas from the ceiling that the inspector ***** stepped on the ceiling.

  

  Business Response

  Date: 05/11/2023

  To Whom it May ********************************* you for alerting us to this issue.  We have reached to the homeowner to get this resolved.  An installer will go out and repair the damage and we will keep the homeowner updated throughout the process.
  

• Initial Complaint

  Date:05/10/2023

  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 have continuously tried to work with ******* windows as they put in over 38+ New windows in our home and spent over $76000 thousand dollars on these new windows. The sales person said and agreed he the wrong color was chosen for out windows and they do not match our trim we told them about this right away and they said they would fix the problem and rectify it they also broke casing on the windows with holes is some frames and scratches and said they would fix all of these problems and said they would clean the windows and never did that also as they left stains on some of them when installing. They promised to take care of his and said the financing was contingent to be released after everything was fixed. They asked ** to get estimates what it would cost to replace all trim that does not match windows we did that with 2 different companies submitted all this information to them like they asked ** to with estimates and lots of pictures of the problems with windows. Th regional manager of ** met with ** and said to get all this information to their sales person and nothing has ever been rectified? We tried one last time by sending message on line and *** from their company called ** back but when I called her her phone transferred to another line and the Guy named ***** said he would meet with us at our home and said he had all information and details of what was going on with our complaints he called and said he couldn't make it that day and rescheduled and never showed up to this Apt to resolve this situation or even the courtesy to tell us he was not coming this was several months ago. They have not reached out to us to resolve this. They broke broken promises they made and said they would take care of us in the end they left us high and dry, the money for financing was released to them and they ignored us after they were paid for this job that went wrong in so many ways. And now we have to I've with this and owe on these windows for the next 15 years. They should not be able to get away with doing this to customers and leaving them with all these issues. When they told us they would pay for everything that needed fixed to do the installation and the wrong Color on the inside trim and handles that are not made well and screws fall out when opening. Fix what is wrong thats all we asked . They lied to us that they would take care of these issues and now ignore us.

  

  Business Response

  Date: 05/11/2023

  To Whom it May ************** Thank you for alerting us to this issue.  We will be sending a representative out to this customers home either tomorrow or Saturday whichever day they are available for ** to come document the repairs needed on the hardware.
  
  Regarding the trim.. The customer chose a specific color from a color wheel and signed the contract agreeing to that color. They did not attempt to stop the installation after noticing the trim was not to their liking on the first window and had ** install every window on top of the casing/trim prior to mentioning their dissatisfaction. We are unable to re-do this trim without charging for an additional service because after all, it is what the homeowner agreed to in the contract and what the homeowner saw when the install had started.

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 20040668
  
  I am rejecting this response because: They are lying through their teeth we did tell the sales person ***** right away when installation started because the color was not right because the sales person made a mistake and he said he did he took responsibility in person and made notes we took all notes and have test messages from ***** about this from the very beginning ***** made notes and said everything would be rectified so we agreed to let them install the windows because ***** said his company would make it right???

   

  The installers left the ledges on windows cracked and they knew this right away the Regional manager was very rude when he met with ** at our home and was a very negative manager his assistant ***** was respectful. We even had to tell them the windows needed wrapping because that was in our contract but the contractor notes and copy of contract did not have wrap on the windows I caught this right away and showed them are contract and ***** came out to our home right away the same day. Someone was being shady and shaded out the wrap when it went to the contractor it said no wrap? Wrap was in our contract.  This company is very deceiving and will cover they're lie's not to fix what is wrong. If they were not wrong then why did they ask ** to get estimates and send it to them through they're sales person as we did that we have all the information that we provided to them and pictures their manger never gave ** a business card or his direct number we have never spoken to him since he sat at our table one time . They are not taking responsibility for their sales persons mistakes and they're shady contractors bad work. How does any company stay in business if this is how they do business by not responding to their customers after they asked for pictures and estimates this shows they are at fault. To not answer our calls or call ** back  or answer our text messages and not show up at our home when they said they would the last time ***** said he would be here and never showed up. They are misleading the better business bureau and their customers and making up stories not to fix the work they messed up. We waited 18 years to finally get new windows and this is how it ends up. They already had the contractor come fix the handles a couple months ago and they are still doing the same thing they pins falling out  of handles etc. These windows are not made of good quality.  We do not want them in our home we want them to pay for everything they said they would that was wrongly done by their sales person and the installers.  
   
  Sincerely,
  
  ******* & *************************