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

  
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  DaBella

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

  
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  DaBella

  1141 N Edison St Ste A Kennewick, WA 99336

  
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  DaBella

  10095 W Emerald St Boise, ID 83704-9754

  
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  DaBella

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

  

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

• Initial Complaint

  Date:04/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  dabella offered free estimate for 2 windows and patio door. the sales people spent 3 hours in my house, i was constantly telling them i have cancer, i am on medication and i am very tired. they pressured me to sign the contract the same day otherwise i want get the price. i know i signed being dizzy and didn't get everything they were saying. i have emailed to brenden, one of the sales man, several times since april 7 and did't get any response. so i called the other persom **** and he was going to talk to ******* and ********. when i called them that i want to cancel the project (nobody yet came to my house to do any measurements), i was told they will keep 50% of my down payment, which was $2711.00. i think this is robbery, i don't understand why i would have to pay them $1355,50 for absolutely nothing. how can this even be a business pracctice? i will also in my other complain warn people about their practices. please review my complaint, i want all of my money back.thank you *********************************

  

  Business Response

  Date: 04/13/2023

  To Whom it May ********************************* you for alerting us to this complaint.  We have tasked the local branch with researching this and will offer up a resolution very shortly.

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19927965
  
  I am rejecting this response because: i have no response from the business besides your message, that they have forwarded the complaint to the business office. have they contacted you, how they resolved the issue?
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 04/27/2023

  To Whom it May ********************************* you for alerting us to this issue.  The local branch spoke with the homeowner on April 12 when she phoned in to initiate a cancel, outside of the three day rescission (see attached).  The homeowner also spoke with customer service the same day, which reiterated what the local branch stated (see attached).  The sales rep phoned on the same day, as well as visited the home the following day (4/13/23).  It is our position that several conversations with the homeowner have been documented, all expressly referencing that we are outside of the rescission period as defined in the contract signed by the homeowner.

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19927965
  
  I am rejecting this response because: how should i know within 3 days, that you are irresponsible **mpany? i started messaging with the sales person ******* on april 7 through email. sent 3 emails with no response, that's why i called the other sales person **** and was told ******* doesn't work at your ** anymore. on the day of the sale i was pressured to sign the **ntract and make the payment to get the dis**unt. i don't remember any of them telling me about 3 days limit. nobody scheduled appointment only after i canceled the project next day some lady called me to get the window measurement. and also as of today (month after i made the payment!) i have not recived even a ***** back for no service. i have also **ntacted my credit card **mpany.

  i was telling the selling people that i was very tired due to cancer and medication i was taking, my feet were burning, but yet they pressured me for 3 hours!
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:04/11/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  September/October 2021 we had a new roof installed by Dabella as well as several windows. June 2022 our brand new roof had a huge leak. Dabella was not at all helpful. The installer hired by Dabella had changed insurances from time of installation to time of the leak and after months or fighting the insurances denying and having no kitchen to cook in due to extensive damage and being a family of 8 we had no choice, but to have our insurance pay for the damage so we could have our kitchen back. Our insurance has been seeking reimbursement costs but all parties have been uncooperative. We are out our $2000 deductible and left with higher premiums due to the $50,000 in damages caused by the roof. Dabella needs to fix this!

  

  Business Response

  Date: 04/13/2023

  To Whom it May ********************************* you for alerting us to this issue.  We have tasked the branch with researching this concern and will respond with a resolution as soon as possible.

• Initial Complaint

  Date:04/11/2023

  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.

  On March 1st I signed a contract with DaBella to have gutters installed on my home. The two salesman that visited my home with the offer informed me that I would receive copies of the signed papers by email in the next couple days and that the installation would take place in 2-4 weeks. I still have not received an email of the paperwork or had any work done.I payed the deposit of $3000 around March *************************************************************I have yet to have any more contact with DaBella or have anyone come by for installation of the gutters. I called the number provider on the contract and someone answered the call and immediately hung up. I called back and remained on hold for 10 minutes with no answer after that. I called another number I found online and the representative that answered told me I had to go through the website to inquire about my issues through email.I've emailed them nearly a week ago and still have no response from DaBella. I'm trying to have the work performed as promised or a full refund of my deposit.

  

  Business Response

  Date: 04/13/2023

  To Whom it May ********************************* you very much for alerting us to this.  We have tasked the branch with reaching out to this homeowner immediately for resolution.

  Customer Answer

  Date: 04/17/2023

   
  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:04/08/2023

  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.

  Contract signed: 1/27/2023 Payment made at signing: $7,827 Complaint date: 4/8/2023 Contract for: New Roof Install Complaint: Still no roof, company has been uncommunicative and has lied to me on several occasions of when they will install. Was not even contacted for first time after paying deposit until a month after Initial deposit and I had to reach out to them. No updates, Information, or communication currently for when install will happen. Contract states they will install as soon as possible. I find it hard to believe it has not been possible to install a new roof for nearly 3 months. Especially if I keep getting told it will most likely be next week. The one time I was given a firm date was two weeks ago and that date has come and gone with, surprise surprise, no communication as to why. The contact I was given, *******, as my project manager no longer even receives my calls and I have to contact general customer service. Was told ******* would call me by end of the day with a firm install date and email confirmation as well. That was two days ago. No email, no information. I either need a written confirmation for install and follow through on that SLA or a complete refund and I will move on to a roof contractor who can actually install a roof.

  

  Business Response

  Date: 04/13/2023

  To Whom it May *********************************************** you very much for alerting us to this complaint.  We have tasked the local office with reaching out IMMEDIATELY  to resolve this.

• Initial Complaint

  Date:04/05/2023

  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.

  Door to door salesman sold me full size window replacements. We talked about my goal of eliminating window trim. Rotting and costly for upkeep. I had 6 windows already done by someone else. I asked the windows be just like those ones. No window trim. When team came to measure windows. They said I had purchased window inserts. That would leave the trim I want eliminated. Just like the other 6. This team said theyd measure the windows both ways and someone will get back to me. They never did. So I called Dabella. Im told I signed a contract. That custom windows have been manufactured and shipped. Contract cannot be canceled. I signed a contract for full size windows. For the purpose of eliminating the wood trim. Nothing on that contract appears to be window inserts/pocket windows. Even the estimated size is too large for pocket windows. Image provided of woodwork I want eliminated and of just like other window discussed. Theyre using my signed contract to pressure me into going ahead with the project. With added expenses. And still leaving wood exterior trim. Best offer was I pay them 50% to cancel contract and ship me the windows. Windows i did not order.

  

  Business Response

  Date: 04/10/2023

  We are reviewing the complaint and will be in touch to discuss the conract that was signed and reolution options. 

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 19900238
  
  I am rejecting this response because:

   

  There is no solution.  Only saying they are reviewing the contract.

  I DID NOT sign a contract for 'window inserts'  Also known as 'pocket windows'.  These terms were never brought up until I contacted Dabella out of my concern after talking to those measuring the windows.  Only then, did I learn, these will NOT be "Just like my other windows".

  This contract estimated size on the windows is far too large for 'pocket windows'. There is nothing in this contract that would lead me to believe I was NOT buying Full Size windows which would eliminate the need for wood trim on the exterior. "Just Like the windows I already replaced".  I repeatedly questioned the salesperson.  'Just like the windows already replaced?"  All he said was, the white trim might be larger.  Eliminating the exterior trim has been my goal.

  There does appear to be more information on the attached contract which was not on my copy.  The talk of liens and lawsuits etc.  If I had seen this, I would've suspected this as 'Bait and Switch'.

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

  

  Business Response

  Date: 04/18/2023

  To Whom It May ********************************* you very much for alerting us to this rejection.  We have tasked the local branch with reaching out immediately to discuss options for resolution.

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19900238
  
  I am rejecting this response because: This is STILL not a solution.  Just passing the buck . . . again.

  I attached photos of before and after windows which the salesman saw while discussing this project. This original project was started by someone else. I have 6 more windows. Which I did not want replaced.  Until the salesman pointed out how bad the trim was.  

  "just like what I already had done"  Windows replaced eliminated need for upkeep of trim.

  Claim by Dabella is, That I signed a contract for 'pocket windows' aka 'window inserts'.  Such windows would not eliminate all window trim. and therefore eliminate all upkeep that entails.  I never asked for nor did I know there was a such thing as 'pocket windows'.  It makes no sense for me to use 'pocket windows' as the trim is in such bad shape.  How bad the trim is, was called to my attention by the salesman. It was his suggestion I replace the windows because of the trim.  He did not sell me 'pocket windows'.  We discussed total elimination of the trim.  My first call, was with a woman who didn't understand what 'trim' I was talking about.   Who doesn't know what 'window trim' is? 

  Dabella is trying to lock me into a contract.  Not sell me windows.  I feel they are using bait/switch to do the financing.  I don't think it's about windows anymore.

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

  

  Business Response

  Date: 04/24/2023

  To Whom it May ********************************* you for updating us.  We reached out to the homeowner today and have come to a resolution that is acceptable to both parties.  A settlement is forthcoming.

  Customer Answer

  Date: 04/25/2023

  
  Complaint: 19900238
  
  I talked on the phone with a **************************************  A solution is not 'forthcoming'.  A written offer is 'forthcoming'. An offer I already rejected by phone and by email. Future interaction is to be done in writing and in detail.

  
  The offer initially was for me to send $1500 more on top of the $1000 already sent.  Then the contract will be cancelled and all 7 windows would be shipped to me.
  NO. I did not accept this offer.  I counter offered $500 in addition to the $1000 already sent, and only send me the two windows meant for the 'office' windows.  These are the photos with a computer in the image and a photo with a printed curtain. Since these windows do not have outside wood trim to begin with.  I can use them.  This is overpriced on my end and I'd rather not, but I'm compromising. Since I replaced 6 windows already with another *******, I know what windows cost.  I know what vinyl 'rim' looks like.  Window inserts don't have a 'rim'.

  
  The response back was.  'Final offer' $1000 and I get all the windows (which I have no use for, nor a place to put them). 
  I did not order 'insert windows'.  I don't feel I should be forced to buy something I did not order. I'm holding fast at $500 and only send me two out of 7 windows.  The rest can be used by Dabella elsewhere.  Although they may have been manufactured for my house, it is not a custom size unusable elsewhere.
  The evidence proving I did not request window inserts, is in the contract.  The window size is measured as 32" by 70" for 4 living room windows.  That is the complete width/height, including wood trim.  An 'insert window' would be no larger than 27" wide.  Only the width of the window sash.  Wood trim, which I spoke with the salesman about eliminating, would remain with 'window inserts'.  I feel confident the salesman sold me full size replacement vinyl windows with a 'rim'.  He even said, the 'rim' may be wider than the windows I have already installed.  These windows, in this contract, would look 'just like the ones I have'.  Window inserts, would not look, 'just like the ones I have'.  A phrase I confirmed multiple times with the salesman.
  My goal,  If we cannot come to an agreement is 'arbitration'.  Which is mentioned in the contract.  The contract states (paraphrasing) we will not *** each other but agree to arbitration.  I feel if a third party read this contract.  They would come to the conclusion these are NOT window inserts ordered in the contract.

  Future interaction needs to be in writing.   I asked that the forthcoming offer be sent to me via USPS.  My concern is leaning towards the possibility of 'bait and switch'.  More likely a paperwork glitch.  Turning my contract for full size windows into a work order for 'window inserts'.  AKA 'pocket windows'.

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

  

  Business Response

  Date: 05/09/2023

  To Whom it May ******************************* to the customer not being willing to allow us to complete the contract as written and then being unwilling to settle for some of the cost of the product that has already been custom manufactured for this home, this has been escalated this to our compliance team to pursue collection for breach of contract.
  
  Please direct all future communication to the local branch or the DaBella compliance team.

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 19900238
  
  I am rejecting this response because:

  I was initially told there was nothing they could do and threatened with a lien on my house.

  Then I was told I could pay half the cost of the contract (half of 13k)  Yes, I refused. Because I did not order 'pocket windows'.

  Then I was told I could pay $1500 and keep the windows.  I do not want 'pocket windows'.

  I counter offered $500 and keep only two of the windows I can use.

  I got an email saying . . . Final offer $1000. "We'll draft up a settlement"

  I waited.  I waited.  I waited and no 'settlement' in my junk folder, no settlement in my other folder.  No settlement as requested via ****. 

  Now.  The amount jumped up to $3803.93  Claiming I refused the 'settlement' I never recieved. This offer is STILL Not in writing, not as a contract, not as a settlement.  Only a 'for informational use only' email.

  Why wasn't the $1000 sent via **** as requested? None of this correspondence even has a link to pay if I wanted to, or could.

  I am a 66 year old woman on SS and a home business.  I have $15k in the bank.  But good credit. Good credit is what got me in this mess.

  The contract has windows measuring 32 inches wide.  Pocket windows would be 27 inches wide.  There is nothing in this contract that would elude me to believe I had signed a contract for 'Pocket Windows'.  The salesman reassured me the windows are  'Just Like The Ones I Have'.  PHOTOS ATTACHED I do not have 'pocket windows'.  I believe the ball was dropped at the work-order stage.  I called this to the attention of Dabella and was told 'someone will get back to you'.  No one did.  I texted the salesman.  He'd check with his boss and get back to me.  No one did.  Instead.  They ordered windows I had expressed concern about.  Could have just ordered the larger windows.  But instead . . . they got nasty with me for 'refusing work' on a contract for windows I did not ask for.  Am I supposed to use 'pocket windows'? whether I want them or not?

  I have requested correspondence to be either through this message board, or **** mail service with pen to paper signatures.  Nothing wrong with that request.  Where is my settlement offered in the March 24th Email?

  I also have asked for Arbitration.  If BBB can help me on that, I'd greatly appreciate it.  No third party would read this contract and say it is for 'pocket windows'. Contract attached.

  Maybe a bill collector will read it my way.  Sounds like that's my best hope.  

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

  

  Business Response

  Date: 05/11/2023

  To Whom it May ********************************* you for this latest information.  We have been in contact with this homeowner and have explained our position and the misunderstanding that might have occurred with the "window inserts".  We have offered a settlement in order to come to a resolution, however the complainant hasn't accepted it at this point.If we are unable to reach a mutually agreeable solution we will be forced to pursue the contract in its entirety.  We have also expressed our interest in continuing the conversation through email rather than the request for correspondence through the post office simply for its efficiency.  

  We are committed to coming to a joint resolution with this.

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 19900238
  
  I am rejecting this response because:

  This business STILL has not offered a resolution, as they claim to have done. I did not refuse their latest emailed suggestion.  Sent in an email marked 'information only'.  They said they would send me documents to read and respond to.  I asked this document be attached to their response here on this sounding board.  I also suggested a signed document via USPS.  Until I receive a document in detail of what I am paying another $1000 for, I cannot accept nor reject the offer.  All I know is they are now asking for an additional $1000 (additional to the $1000 deposit). This is down for the $3800 a few days ago, down from the $1500 before that.  Down from the $6500 half to cancel the $13000 contract.  Which started as a threat to put a lien on my house. All of this was in emails marked 'for information only' and/or phone calls.  Nothing has been sent in any form that could be considered official.  On advice from legal council, I have asked all continued interaction needs to be on this sounding board. 

  The contract in question is NOT for 'pocket windows' aka 'window inserts'. The business has come to an agreement that there was a misunderstanding.  That maybe the salesman 'misspoke'.  I don't feel I should have to pay for a misunderstanding, which I called to their attention before the windows were ordered.  Certainly shouldn't be responsible for a salesman who 'misspoke'.  

  On advice of legal council I was also given links to other government agencies to file my complaint. Which I have proceeded with. I will accept (or reject) nothing less than a documented solution linked to this message board.  I am still open to arbitration mentioned in the contract.

  The contract was for Two-36 x 36 office windows. (one of the two office windows is 4' x 6') Four 36" windows in the living room (pocket window would be 27") and one kitchen window 92" which also is too large to be a window insert.  The salesman and I discussed 'windows just like the ones I had done' by someone else.  These 'just like' windows are NOT pocket windows and allowed me to eliminate the exterior woodwork.  I do not believe the Salesman 'misspoke'.  I believe there was a 'paperwork error'.  But starting to see hints of possible fraud in the form of 'bait and switch'.  

  None of this is My Fault.

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

  

  Business Response

  Date: 05/16/2023

  To Whom it May ********************************* you for this latest information.  We have sent a settlement agreement to this homeowner for restitution.

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 19900238
  
  I am rejecting this response because: Latest offer was sent e-document which required I okay the 'terms and conditions' to open the document.  Conditions that included; agreeing to ALL future communication being done via digital means. So, I didn't open it. I still demand ALL interaction to be via in writing **** pen to paper documents.  OR.  linked as an upload here on this site.
  
  If this response is referring to something I should expect in the mail, please say so.  In the meantime, I have moved my complaint to the Consumer Protection Agency.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/30/2023

  Thank you for this latest information.  As per the agreement with the homeowner, we are sending out the cancellation paperwork via certified mail.

  Customer Answer

  Date: 06/02/2023

   
  Complaint: 19900238
  
  I am rejecting this response because:  Again, there is no response, no offer.

  On Tuesday May 30th. 7:34 AM I received an email.  Stating the Docusign was cancelled.  Reason; No settlement needed/No check.

  This email has no links to go to the docusign, I attached a screenshot of the email.  I could not download.

  Later that same day.  2:57 Tuesday May 30th.  I received this BBB message which I am replying to.  Saying a certified letter has been sent?

  No one said anything before this about a letter.  

  It is now Friday Jun 2nd 2:48 PM.  There has been no mail, certified or other wise.  Possibly it is sent to the wrong name? 

  We do need PO box on the mail. We have no door to door mail service.  Maybe between the wrong name and no PO Box? It hasn't been delivered?

  Our *********** is not open on Saturdays.  It will be Monday June 5th before I can check again.

  Respond here, if any information concerning this letter is forwarded to Dabella.  

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

  Customer Answer

  Date: 06/08/2023

  Greetings,
  
  I do not understand the latest message on my case with DaBella Windows.
  
  
  It seems to be asking me to confirm delivery of a 'cancelation of the contract' certified letter.
  I never received anything by mail from DaBella.  That is one of the red flags with this issue.
  They refuse to use **** as it 'takes too long'.  This started in February.
  
  Last message on the thread, was that DaBella sent a certified letter.
  I never received any such letter.  I get photo notifications of my mail, never saw a photo.
  If they did send a letter.  Possibly being 'certified' the name is wrong? and didn't get delivered.  They keep calling me 'French'.
  Plus, my mail has to use a PO Box.  Although if the name is right (or even close) I know the clerks, they know me.
  
  This is a town of maybe 500 people. But DaBella knocked on my door back in February.  Was I targeted? no one else heard from them.
  
  I don't know what my next step is supposed to be.  ************************** has also been notified.
  Once I did that, the harassment stopped.  But I need closure.  Proof the contract is voided.
  
  Thank you, *********************
  ************
  PO Box 597 
  ****** **  98624
  

  

  Business Response

  Date: 06/12/2023

  To whom it may concern, 

  We sent a packet via certified mail to the contract location address and not the ** box in our haste to comply with the homeowner request, due to the refusal to sign the docu sign via email. 

  In that Packet was included the printed contract packet initially signed by the home owner, the aggrement to cancel the contract, (that include the terms of our contract cancellation that we need signed by the homeowner to cancel the contract, and a return envelope with appropriate postage stamps for easy return of signed aggreement. 

  We will resend via certified mail to the ** box listed and noted in the last response. 

  Once we receive the returned signed agreement, we will mail or ***** a proof of cancellation to homeowner whose name has been spelled correclty on the certified mail receipt attached. Technically, while in our system it is noted as a cancelled project, it cannot and will not be cancelled officially until we receive the signed agreement from the homeowner. 

  As the question in regard to whether the homeowner was targeted in marketing. We canvass door to door in every location and town that we service and the only doors we do not knock are the ones with "no soliciting" or "trespassing signs." We have over ****** postive reviews and over ****** completed contracts with a high volume of those contracts beng in WA and OR as that is where we origininated as a company. 

  While we are disappointed that we are not able to satisfy the exterior needs of this homeowner, the evidence that there is a product need is evident in the complaint. 

   

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 19900238
  
  I am rejecting this response because:

   

  This is still and UNSIGNED offer.  Even though email fine print says . . . not valid if not signed.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/05/2023

  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 contacted Dabella to get an estimate for a new roof. They visited my home on Feb 11, 2023, and provided an estimate of about $38,000 which we agreed to and I put a deposit of $10,000 down via check. On Monday, Feb 13, I called *** at DaBella and asked him to hold on the project. I told him I would call him around Thursday, Feb 16. I called *** on Thursday to notify him I wanted to cancel the project at which point he said I can no longer cancel the project. I then called my bank to cancel the check. *** then tried to cash the check 4 days later, on Feb 20, 2023. When they could not cash the check, DJ the general manager, came to my home and threatened that I could not cancel the contract and would put a lien on my home. ** also approached my adult son asking him why he was stopping me from doing this job.About 2 weeks later the crew, including DJ, came to my home to drop off materials for the job. I stopped them and said the contract was cancelled, to take the materials and leave. They would not leave and became really mad. I then called the cops. ** said the cops would not come because it's a civil matter, but the cops pulled up right when he was saying that. The cops asked if there was any violence occurring and DJ told them nothing was going on and everything was okay. The cops left. At that point, DJ and I agreed to a reduced job with no gutter work, reducing the bill by about $13,736. I wrote a check for $5,711.68 as a deposit. DJ went to the bank directly from my home to cash it.About a week later I told DJ I no longer wanted to work with him or DaBella at which point they became angry and threatening. My son called customer service and the representative said if we transferred power of attorney to my son we would be out of the contract. We did that and it was untrue. They have left materials on our driveway and car and finally picked up the material on March 29, 2023. I have been trying to get a refund from DJ but have received nothing yet. DJ has said if I give another $1,000 we can be out of the contract, which we do not wish to pay more money.

  

  Business Response

  Date: 04/10/2023

  There is a lot more to this story. Customer decided to cancel out of recission and is upset that that we are not refunding the deposit. Our contract lcearly statesn that there are fees up to 50% of th e contract vlaue IF we as the contractor decide to allow the customer to cancel. Between the son and the dad and the fact that they refused intall and we had to pay to restock and pick up material, we do not intend to refund the deposit. Had the homeowner been at all reasonable, we would have tried to work out the problems, but with all the interaction between our GM  and the homeowner and the son, we had not choice but to cancel the contract. Please read the final page of the contract. 

• Initial Complaint

  Date:04/03/2023

  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.

  March 2022 ******* had a crew put siding on our house then a few months later a crew came and put windows in. We were told the siding and double pane windows would make our house quieter and warmer in winter and cooler in summer. Well we here the noise outside more now than before and our house is a lot colder. I have sent many test and emails and have not got a resolution. When I complained about the job done on the windows and damage to finish on my picture window. A different crew came and recaulked the insides also caulking seams that did come together and just painted where finish was gone off of picture window. So with coolness my husband is turning the heat up to eighty and shutting doors from other rooms to keep warm. This is ridiculous my heat bill went up not down. We hear the trucks on the highway two blocks away and the train as it gets four blocks away instead of adjust to us. We would like them to fix it so we are at least staying warm like we did with our original windows and not have the cold draft in our basement. The basement was always comfortable before now is cold in the winter hate to see what the summer heat will bring!

  

  Business Response

  Date: 04/04/2023

  The local branch is reaching out to see what the problem is and work on a resolution. 

• Initial Complaint

  Date:03/31/2023

  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 purchased a roof through Da Bella a few years ago. The roof has since started leaking. We continually reach out to Da Bella to have them fix it, but they give us the run around and never come out to fix the leaky roof they installed. We have trouble even speaking to anyone in a customer support role, all we can reach is sales people. When we explain the problem to them they hang up on us or transfer us to a line that no one answers or tell us to go to their website on line.

  

  Business Response

  Date: 04/01/2023

  Our ****** team will be in contact again to get this issue resolved. 

  Customer Answer

  Date: 04/03/2023

   
  Complaint: 19879769
  
  I am rejecting this response because:

   

  I do not want to resolve the complaint until ******* issues have been resolved.  *********** saying they will be in contact with me does not resolve the issue.

   

   

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

  

  Business Response

  Date: 04/05/2023

  We have reached out and are still requesting the inspection report that was mentioned. We have dispatched to an installer to schedule repair. 

• Initial Complaint

  Date:03/28/2023

  Type:Billing 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 spoke with ******* after my installation because I was told we would get refunded for unused materials. This guy came to our house around 8:30PM to get a signature of completion. I was already in bed so my wife signed. I would not have signed until the refunds were applied.Anyway, I called and was told that once the materials get added, I would receive an updated invoice. I have yet to receive this invoice, refund check, or credit on my loan.

  

  Business Response

  Date: 04/01/2023

  We will have the  local branch reach out to give and update on any material credit due. 

  Customer Answer

  Date: 04/08/2023

  I wanted to submit an update, but missed my window.

  I got a call from a manager and was told hed call me back around 3:30.  Crickets since.

  

  Business Response

  Date: 04/13/2023

  To Whom it May ********************************* you very much for alerting us to this issue.  We have tasked the local branch with reaching out to this homeowner IMMEDIATELY for a resolution.

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19865890
  
  I am rejecting this response because:  I have yet to hear ANYTHING.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/24/2023

  To Whom it May ********************************* you very much for this new information.We are going above the local branch section to attempt to resolve this, as this lack of communication is extraordinarily disappointing.  We are determined to get this matter resolved ASAP.

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19865890
  
  I have still yet to hear anything. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/09/2023

  To Whom it May ********************* you for alerting us to this situation.  The local branch is working on this issue and should have a resolution very shortly.

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 19865890
  
  I am rejecting this response because:
  

  I still have not heard a word.

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

  

  Business Response

  Date: 05/25/2023

  Thank you for this latest information.  The refund check was mailed out on May 16th and should be there shortly.

  

  Business Response

  Date: 05/25/2023

  Thank you for this new information. After a full audit, we installed the product according to the contract and there was no leftover sheeting.  We do not refund for leftover materials other than sheeting, as stated in the agreement.

  Customer Answer

  Date: 05/26/2023

   
  Complaint: 19865890
  
  I would like a detailed receipt of what I was charged for emailed to me.  I will then go up in my attic and verify how many sheets were used.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/05/2023

  Thank you for this latest information. Page two of the signed agreement allows for 15 sheets of plywood to be used during the roof installation (full contract and pertinent snip attached).  If less sheets were used, then we will happily provide reimbursement for the remainder.  There is no itemized receipt available, however.

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 19865890
  
  I am rejecting this response because:  I can count 6-7 sheets that are new from as far as I can see.  I, the customer, should not have to crawl up in my attic.  If you want to have someone crawl up there and prove there are 15 new ones, go for it.  I know the guy took some after completion.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/19/2023

  Thank you for reaching out to us regarding your concerns about the roof sheeting used on your project. We understand your perspective and appreciate the opportunity to address this matter professionally.

  
  First and foremost, we want to assure you that we take our contractual obligations seriously. As outlined in our agreement, we bring additional material to each job to ensure a smooth and uninterrupted workflow, without the need to acquire more materials during the project. This proactive measure is designed to minimize any delays or inconveniences that might arise due to unexpected shortages.

  
  During the course of your project, we adhered to the terms of our contract and utilized the proper amount of roof sheeting required for your specific roofing needs. In fact, we had surplus material remaining upon completion of the job, further confirming that our calculations were accurate and aligned with industry standards.
  Considering the surplus material on-site, we are unable to accommodate your request for a refund.

  However, we remain committed to addressing any legitimate concerns you may have.
  Thank you for your understanding and cooperation. We look forward to discussing this matter further and resolving any outstanding issues.

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 19865890
  
  Whatever, you win. I'm done fighting you. The fact that you don't even provide a final itemized record at the end shows you are shady. The fact that no one could follow through from the branch is another reason. You just finish, and charge. I will not be wasting anymore time with your company so congrats.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/27/2023

  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 contacted DaBella to remove the bathtub and install a shower in an upstairs bathroom. A salesman came to the house on 12/8/2022.After discussing the type of shower, the salesman measured the space. We agreed on a price of $9,000 including taxes. Installation was on 2/2/2023.Before signing a contract and paying $3,000 down we questioned the salesman about the type of glass used for the shower doors as we did not want flimsy glass doors. The salesman said DaBella only uses 3/8 inch glass in all their shower installations. I asked him where it says that in the contract as I did not find it. He pointed to a SKU number and assured me that was what that (obscure number to me) meant. The glass they installed is thinner, 3/16 inch glass. We agreed on two grab bars for the shower. That was added to the contract.The contractor who came installed one grab bar on the inside wall. We said two were in the contract. There was a bit of a kerfluffle over that with the contractor. The contract shows two grab bars. The contractor installed one.On the day of installation I paid the contractors the remaining $6.000 after they assured me if the contract says two grab bars I would get another. I called the salesman and after some discussion he offered compensation for the grab bar of $140. I said no because it would probably cost me that much to have someone come out to install a new one and I had no idea what grab bars like that cost. The one they did install is primo. Excellent quality. No complains there.I am 85 years old. Right now I am getting in and out of the shower by hanging on to the faucet. I have called the local office many times. No satisfaction.I want a 16 inch grab bar of same quality installed. I want the glass doors to be of a heavier glass like we were promised..

  

  Business Response

  Date: 04/01/2023

  General Manager and branch team is reaching out to get resolution with homeowner. 

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19859796
  
  I am rejecting this response because: I have been reassured at least five times on the phone before filing this complaint that the company will reach out to me to complete this job.  I am waiting, General Manager and team.  Where are you?
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/13/2023

  To Whom It May ********************************* you very much for this information.   We have demanded that the local branch reach out to this homeowner IMMEDIATELY for a resolution.