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

  205 Shoshone St N Twin Falls, ID 83301-6133

  
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  DaBella

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

  
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  DaBella

  459 N Gilbert Rd Bldg A Gilbert, AZ 85234-4591

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  DaBella

  1701 E. Lamar Blvd., Ste 275 Arlington, TX 76006

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

• Initial Complaint

  Date:01/31/2023

  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.

  Order date: 04/04/22 Install date:9/30/22 Complaint date:9/30/22 At this point, im very disappointed in this company. For starters they took an extra two months to install the windows from when they originally had said, which i was understanding about and patient but i wish i would have just canceled the windows. Great sales pitch, but terrible experience past that. Installers are third party not apart of dabella, which the sales rep said during the sales pitch that this company did their own in house work. After the team finished the windows, i realized the installers had damaged the interior of the shower where a window was replaced. So i tell them this when final payment is collected, and their customer service is non existent. They just continue to say they will send an email and contact me to get the shower fixed or paid for. No rectification and very minimal communication and it has now been 4 months.i have been getting quotes on getting the shower fixed and now am forced to pay anywhere from 8000$-10000$ to have the shower replaced because of the damage caused to the shower. I have lost count how many times i have called. They give me a time frame, never respond and i have to call back in to get any information. Oh and did I mention the outside of the windows ? The chalking all over trim pieces that the workers had left which makes the install look very unprofessional. Unfortunate for this company as i have a siding project i was going to have them do if this went well. But clearly this has been a terrible experience. I would like a refund on my windows or money to replace the bathroom shower that was damaged.

  

  Business Response

  Date: 02/07/2023

  To Whom It May ********************************* you for bringing this to our attention.  The general manager of that branch will be reaching out to the homeowner today for a resolution.

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 18959716
  
  I am rejecting this response because: their message states they would call homeowner on Tuesday 2/07/23. *************** on 2/10/23. Once again, this company fails to follow up with their claims. I still have not heard from this company. 3-4 work days later, once again showing that their customer service is non existent. 
  
  Sincerely,
  
  **************************** 

  

  Business Response

  Date: 03/02/2023

  Local branch leadership met with customer and resolved the issue. 

• Initial Complaint

  Date:01/30/2023

  Type:Delivery 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 9/22/22 I signed an initial agreement for windows and on 9/26/2022 we figured out how to handle the broken window. On10/5/2022 I signed an addendum to get another window added after paying a $5000 deposit. I was told on 9/22/22 that the windows were an 8- week order to install. Given I paid for and final measurements were taken 10/17/2022 and math being what it is 8 weeks from 10/17 is 12/17. On 1/3/23 I contacted DaBella as I had heard nothing from them since they took my deposit. on 1/3 they claimed my windows were scheduled to not even be shipped for 3 more days (1/6) which would be 12 weeks from order. On 1/11 ************************* says "I have checked into the status of your order and see that the windows have been marked as produced with pending shipping. Our current estimated shipping time on the windows is just under 2 weeks. Once the windows have been received you will be getting a call from **** with ******, he handles all of the scheduling directly.Additionally, I have put in an urgent request for confirmation on the windows shipping and set a task for myself to ensure that you get follow up before the end of this week."The end of that week would have been 1/13. I have heard nothing. I have no confirmation that they shipped on 1/6 since on 1/11 they were still pending shipping. 1/18 I received an update after having to be the one to go to them again for an update - response "As of 1/17 confirmation was received that the windows have already shipped out. Previous confirmation was requested several times but unfortunately, we had not been updated until then and I was out of office. Windows should be at Alside within the next week, with **** calling to schedule with you once they have arrived." This would mean I should have gotten a call sometime the week of 1/23/2023. I would like a full refund of my deposit and a cancellation of the pending loan. Any other remedies suggested by the business will only be considered if they are in writing and notorized.

  

  Business Response

  Date: 02/02/2023

  To whom it may concern, 
  
  Thank you for bringing this customers concerns to our attention. Since the complaint was filed we have been in contact with the customer and were able to get the installation scheduled as well as installed completely as of 2/1/23. We apologize for the delay in communication, but at this time this matter is resolved. 
  
  Thanks, 

  Customer Answer

  Date: 02/02/2023

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

• Initial Complaint

  Date:01/27/2023

  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.

  To hom it my concern I purchased 2 sliding glass doors in August 2022 was told it would be installed by October and I have getting but a run around I have spent numerous hours on the phone and texting to them to get a answer only to be told that the windows were at the factory and waiting to ship to their installers would be calling to get a installed date in October its now the end of January have been calling and been put on hold for 30 to 60 minutes and then get hung up on 3 thousand dollars deposit and no windows they was supposed to send me a contract Send they would drop it off at my house then send they would mile a copy to me have not received it have had enough of their lies just want my sliding doors installed as promised

  

  Business Response

  Date: 02/03/2023

  To whom it may concern, 
  
  Thank you for providing us with the customers response. The Project Manager is working with our installation crew to set up a time for the installation, however we are held up by the manufacturer.  We reached out to this homeowner on February 1 to provide an update.

  
  Thank you, 

• Initial Complaint

  Date:01/26/2023

  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.

  on 01/ 10/ 2023 DaBella roofing contractors began reroofing my home, as per their sales man- they don"t do roofs in the rain- it began raining shortly after they started. In the process of their work by dropping heavy materials, my diningroom ceiling cracked about 10 feet, and started leaking water. I called the company right away and the workers came and took pictures of the damage. DaBellas' told me they would repair the damage. On completion of the job the workers lefted, but didn't give me any paper work. After calling DaBella several times for over a week they finally said a final inspector would come out and estimate the damage repair. Nobody ever showed up. Finally two weeks after they completed the job, a guy showed up only to get the rest of the money I owed them. I said what about the damage, he took more pictures and told me by law I had to pay them. When i called the company, they told me their general manager would notify me, that was a week ago. I feel they blew me off, and will never show up.

  

  Business Response

  Date: 02/07/2023

  To Whom It May ********************************* you for bringing this to our attention.  The general manager of *********************************** has tried to call the homeowner several times since the complaint was filed but has only been able to leave a series of voicemails.   We would love to remedy these issues but we need to be able to speak to the homeowner.

• Initial Complaint

  Date:01/25/2023

  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.

  This company approached us to sell us new windows. We were in the market so we set it up with them. They came in May and installed them but they didnt put the correct ones in. Four of the windows were not what we ordered. I have called them numerous times and I always get an apology and a were working on it . Then you dont hear back from them. All we want is them to come back and put the correct windows in. The two dining room windows were supposed to be sliders and they put double down windows. The windows in the gym and master bedroom were supposed to be double down windows and they put sliders in. The guy that sold us the windows came back to take a look at it and said they just switched them. He told me they were the same size. Clearly they are not. The people that installed the windows had me write down my complaints and sign a paper. I feel like weve been totally ripped off.

  

  Business Response

  Date: 02/07/2023

  To Whom It May ********************************* you for alerting us to this complaint.  Our subcontractor has a service call scheduled to address the issues, and we will follow up with the homeowner to ensure their satisfaction afterwards.

  Customer Answer

  Date: 02/08/2023

   
  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:01/24/2023

  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.

  Met with DaBella rep who was very high pressure. "We don't take a maybe, just yes or no". They went into the attic to look at the roof and one of the two reps put their foot through the ceiling. About a 3'x4' section of sheetrock and tons of insulation came down. Over two weeks and nothing about the contractor they were sending to see about repairs.

  

  Business Response

  Date: 01/25/2023

  To whom it may concern, 
  
  Thank you for bringing this customers concern to our attention. We apologize this accident occured and we are working to resolve it accordingly. We have been in contact with the home owner and have a team going out on 1/30 to address and resolve the issue.
  
  Thank you, 

  Customer Answer

  Date: 02/13/2023

  Hello,

  I wanted to add/modify/address the complaint.

  The resolution was acceptable. The ceiling was repaired as of 2/8/22 to my satisfaction.

  The Rep involved oversaw everything personally and ensured that I was happy at the end. I greatly appreciated his involvement.

   

  Thanks,

   

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

• Initial Complaint

  Date:01/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a reroof completed on 1-7-2023 in ***, **. I was told in writing by the general manager (**) of the *******, **, DaBella office, that the 2 year DaBella Labor Warranty is: A two year labor warranty means that if anything fails on the roof in two years, we come and fix it for free. Our contract is not clear as to what the warranty is. The information is not on the DaBella website & customer service cannot provide it in legal terms. If the contract is vague, then how can I act on it if I need to make a claim? I have requested from DaBella the legal description that applies to the **************** want to make sure that it is the same for ID where the reroof job is located. The ** has said he has answered all the questions by e-mail and has no more information. He said in a Jan. 21 e-mail that he is owed final payment & when he has that he will read through my last e-mail and TRY to get me these additional answers I am asking for. He says that upon receiving final payment, he or someone on staff will get these last answers. Why should a customer have to pay in full to get *********************** warranty information? It is my belief that the ** will never provide the legal terms of the 2 year DaBella Labor Warranty. I have sent an e-mail to the *** of the company on Jan. 22 and have not received a response on this either. Its disappointing that I have to put this much effort into getting an answer. I dont know if getting BBB involved will make any difference. All I do know is, information should be clearly stated on the DaBella website & on their contracts. I thought through my many requests via e-mail that the ******* office would give me the documentation, but it is not working out. I want all potential customers to know what the 2 year DaBella warranty is, without having to go through all the work I have done. I want the information provided to me in legal terms and on their website for others to see. I hope you can help me.

  Customer Answer

  Date: 01/26/2023

    The below quote is at the end of every e-mail I receive from DaBella.  I am realizing that I cant consider what *********************, GM of ******* DaBella, and/or *************************, the Director of **************** might tell me in an e-mail regarding DaBellas 2 Year DaBella Labor Warranty.  The reason is nothing is binding unless and until codified in a written document signed by the officer of the company.  As far as I know according to the BBB site, members ************************************* and *********************** may be the only officers of the company to do that.

  At this point, I am being led to believe that the 2 Year DaBella Labor Warranty is something that is offered but not backed up via codified in a written document signed by an officer of the company.  It is not in my contract and no one so far can show me in a legal document what it is. 

   

  The following is the quote (The first part was highlighted by me):

  Please be advised that no quotes, agreements or understandings involving DaBella will be binding unless and until codified in a written document signed by an officer of the company. The information transmitted by this email is intended only for the use of the addressee(s) and may contain confidential and/or privileged information. Any interception, review, retransmission, dissemination, or other use of, or taking any action upon this information by persons or entities other than the intended recipient(s) is prohibited by law and may subject them to criminal or civil liability. If you have received this communication in error, please contact us immediately at ************ and delete the message from any computer or other storage system.

  For your information, I paid the balance owed on our project to DaBella at the ******* office today, 1-25-2023.  We received a receipt saying our project was paid in full. 

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

   

  Customer Answer

  Date: 01/30/2023

  1-29-2023

   

  To: BBB

  From:  ***************************

   

  I was looking online trying to understand about warranties and came across the FTCs Businessperson's Guide to Federal Warranty Law.  I copied, pasted, and highlighted in the attachment items of interest.

   

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

   

  The more I read, I got more understanding, yet I am confused as to what kind of warranty is the 2 Year DaBella Labor Warranty.

   

  Looking on DaBellas website today this is what I found on warranties:

   

  Warranties on Products & Workmanship - DaBellahttps://dabella.us warranties DaBella stands behind our products by offering industry standard leading warranties to ensure your investment in your home will pay dividends for years to ...

  You've visited this page 3 times. Last visit: 1/28/23

   

  Dabella website:

   

  By building our relationships with leading **************** and coupled with *************** installation, results in DaBellas ability to offer warranties unmatched in home improvement services.

   

  Pardon our dust. Were actively working to add information to this page which will highlight the warranties we offer and the details on the value that they provide. If you have any questions in the meantime, please reach out: ************** or Email Us.

   

  DaBella Frequently asked questions:

   

  Do I need to do anything for the warranty to take effect?

  Every warranty is different. Our experts will provide you all the

  information you need to ensure your warranty takes effect when the job

  is complete. Contact DaBellas customer service team at **************

  (1-855-DaBella) for more information or visit Warranties.

   

  What warranties do you offer?

  The industrys best. DaBella offers some of the industrys leading

  warranties through our partnerships with premium manufacturers like

  ***, ***********************, Alside, AMI Preservation and Sentrel Bath

  Systems. For more information, visit Warranties for more information.

   

  How much does the warranty cost?

  Warranties vary by manufacturer and product. In some cases, the warranty

  comes standard with the product. Our DaBella experts will help you

  choose the right product and warranty to meet your needs.

   

   

  Where can I find out more about my warranty?

  For specific inquiries, contact DaBellas customer service team at

  ************** (1-855-DaBella). For more information, visit Warranties

  for general warranty info.

   

  Will my roof have a warranty?

  Yes. Every DaBella roof comes with ***s Silver Pledge warrantyat no

  additional cost to you. Homeowners have the option of purchasing the

  Golden Pledge warranty.

   

  **

   

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

   

  Feel Confident Knowing Your Investment Is Protected

  To ensure our customers get the most from our products, our roof

  replacements come with incredible warranty protection. Every asphalt

  shingle installation, for example, is backed by ***s Silver Pledge

  Limited Warranty, which includes 50 years of coverage for the product

  and 10 years of coverage for workmanship. We are even able to offer

  ***s ********************* Warrantythe ultimate in roofing

  protection. And, because were so confident in our installers work, we

  also provide an excellent warranty on labor.

   

  Industry-Leading warranties

  As a *** Master ************************, DaBella is able to offer our

  customers the *** Golden Pledge warrantythe absolute best roof

  protection available. Thats 50 years of coverage with cost of labor and

  installation included. But we take it one step further by providing this

  unmatched roofing warranty with every single roof we replace.

   

  **

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

   

  MORE than 2 years

  Warranty Information: ***

  Your roofing warranty is provided by ***, the manufacturer, not

  DaBella. Here are options for submitting a roofing claim with ***:

   

  Opt. 1

  option 1 icon

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

   

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

   

  **

   

  LESS than 2 years

   

  You're covered by DaBella.

  Because its been less than 2 years since your installation, you may be

  covered by DaBellas Labor Warranty. Tell us whats wrong, and well

  contact you to discuss a resolution.

  Name*

  First

  Last

  Email*

  Phone*

  Home address*

  This is where the work was performed.

  Street Address

  Address Line 2

  City

  State

   

  ZIP Code

  Please describe your concern and/or issue:*

  Heres the process:

   

  DaBella will contact you within the next 3 business days

  Well discuss your issues and possible warranty options

  If your claim is covered, a contractor will be sent to your home to fix

  the issue

   

  **

   

  Warranties on Products & Workmanship | DaBella

  DaBella stands behind our products by offering industry standard leading

  warranties to ensure your investment in your home will pay dividends for

  years to ...

   

  Labor Warranty Claim | DaBella

  You're covered by DaBella. Because it's been less than 1 years since

  your installation, you may be covered by DaBella's Labor Warranty. Tell

  us what's wrong, ...

   

  

  Business Response

  Date: 02/01/2023

  To whom it may concern,
  
  Thank you for providing us with the customers response. The DaBella 2 year warranty covers any issues that might have arisen from the installation or potentially fauly products. 
  
  Once a customer has reached the 2 year ***** the remainder of the warranty, depending on which warranty package was purchased at the point of sale, is turned over to the manufaturer of the product. They in turn will handle any claims made against the warranty for the remained of the ************* span. 
  
  If the customer needs to file a warranty claim, they simply reach out to our customer service and we will assist them in the proper channels or actions to take to file their claim. 
  
  Hopefully this helps to clarify the customers questions. 
  
  Thank you, 

  Customer Answer

  Date: 02/07/2023

  Per the contract we agreed to it does not say in legal terms what the 2 year DaBella Warranty is.  I dont think the statement from *********************** (I believe he is the person who responded to me via BBB on 2-1-2023), who wrote on a LinkedIn profile I am a nationally certified *********** Manager and I am currently working on my Director level certification, can legally tell me what the 2 year DaBella warranty is.  His written response:  The DaBella 2 year warranty covers any issues that might have arisen from the installation or potentially fauly products.   
  At the end of every e-mail I have received from DaBella it says:  Please be advised that no quotes, agreements or understandings involving DaBella will be binding unless and until codified in a written document signed by an officer of the company.
  I want the information provided to me in legal terms and on their website for others to see. 
  I want all potential customers to know what the 2 year DaBella warranty is, without having to go through all the work I have done. 
  ***************************
  

  
  

  Customer Answer

  Date: 02/16/2023

   I am specifically requesting a copy of the 2 year DaBella Warranty.  If it was in my contract, I am confused as to what it is and where it is.  I believe the simplest way to resolve this issue is to provide me with a copy of the warranty.  Thank you for your assistance.  **************************;

  

  Business Response

  Date: 02/28/2023

  We are working with our compliance team to provide the requested workmanship documentation per the homeowner's request. Once we have sent, we will update. 

  

  Business Response

  Date: 03/08/2023

  our labor warranty is stated on the contract as a 2-year labor warranty. Homeowner wants us to provide what is included in that warranty in writing. Our labor warranty is the same as every other labor warranty in our industry. If is installer incorrectly by our install team, then we are responsible for repair for 2 years. After that, the labor warranty is no longer in effect and there is a manufacturer labor warranty for the homeowner to use as allowed. The demand that we post a labor warranty on our website is not something we inted to do as we serve many states and there are difference in each for the required timeline. 

  Customer Answer

  Date: 03/11/2023

   
  Complaint: 18882148
  
  I am rejecting this response because:
  
  I have read both e-mails from **************************  In the one dated 3-8-2023 **** said:  our labor warranty is stated on the contract as a 2-year labor warranty. Homeowner wants us to provide what is included in that warranty in writing. Our labor warranty is the same as every other labor warranty in our industry.
  We want to know from DaBella is there actually a 2 year DaBella Labor Warranty or is it just a 2 year industry standard labor warranty?  If there is no 2 year DaBella Labor Warranty, then why does DaBella state there is one in their contract.  We feel this is confusing, misleading, and false advertising.  
  We feel DaBella should provide ** with a copy of Idahos industry standard labor warranty and if there is such a thing, a copy of the official 2 year DaBella Labor Warranty.  I can be verbally told by DaBellas employees about the warranty, but that is just verbal.  Without a hard copy of the warranty, you dont know exactly what is covered.
  
  ***************************
  

  
  

  

  Business Response

  Date: 03/17/2023

  After clarifying with our legal team, we have come to the conclusion that the contracts are writing correctly. I have attached the verbiage on the contract and a brief description of what an implied warranty works like when it comes to most state, including *****. Our agreement is to install with "good workmanship to industry standard and if the install did not meet up to industry standard, we would be responsible to correct issues and bring them to industry standard. This is the implied 2-year DaBella Labor warranty. (Which is industry standard. 

  I do hope that this makes sense. We do not have and will not have any further information to give on the matter, as the contract is written purposefully to convey this information. 

  This below information was the best information that I could find that explains that we are liable to install the contract to industry standard, in good workmanship fashion, which we stated on the final page of the contract and completed the project. 

  Good Workmanship
  Most jurisdictions follow the rule that an implied term of
  every construction contract is that the construction services
  will be performed in a good and workmanlike manner.

  
  Each jurisdiction formulates the standard in a somewhat
  different manner, but this warranty does not guarantee a
  perfect result.  One court has defined good and
  workmanlike as: that quality of work performed by one
  who has the knowledge, training, or experience necessary
  for the successful practice of a trade or occupation and
  performed in a manner generally considered proficient by
  those capable of judging such works. 
  The warranty of good workmanship applies to construction
  services. Most states do not recognize a similar warranty
  as to construction materials.  The more commonly
  accepted rule is that a contractor is not liable for the
  consequences of latent defects in materials purchased
  from a reputable dealer in the absence of negligence. 
  Furthermore, when an owner specifies a particular
  material, the owners implied warranty of the specifications
  supersedes the contractors implied warranty of good
  workmanship. However, at least one court has held that a
  jury instruction was erroneous when it stated that a
  contractor could not be liable under a theory of implied
  warranted for latent defects in its paint.

  Customer Answer

  Date: 03/20/2023

  3-20-2023

  Regarding your 3-17-2023 response

  Thank you for pointing out and verifying that the one line on the last page of my contract is your warranty.  That line you referenced said:  "Contractor's Promises:  Contractor promises to perform all work in a professional manner and within industry standards."

  What was confusing was that line did not start off saying Warranty, let alone a DaBella Labor Warranty.  It was not clear to me, to the DaBella ***************** or the General Manager for my project what the warranty language was.  Not one person prior to this latest response was able to point out the one line that was your implied 2-year warranty by DaBella.  Your warranty is nothing but a general industry standard that you attached your name to, indicating this is the warranty you offer. 

  You stated in a 3-8-2023 e-mail that posting a labor warranty on your website is not something you intend to do as you serve many states and there are differences in each for the required timeline.  If your intention in all states is to install with good workmanship to industry standard, and if the install did not meet up to industry standard that you would be responsible to correct issues and bring them to industry standard, then put that on your website as your warranty.  Currently it says:  "Pardon our dust.  We're actively working to add information to this page."  This posting of your warranty would make it clearer to people like me who looked for the warranty before the purchase, and also tried to find it after the purchase. 

  As you can see, if you had used the word "Warranty" or "2-year DaBella Labor Warranty instead of "Contractor's Promises," everyone from **************** to the General Manager could have pointed out the warranty line when I was inquiring about it.  Yes, there are statute of limitations (sets a limit for how long a person has to file a claim based on when the harm occurred) and a statue of repose (sets a deadline to file a claim based on a specific event plus the passage of time) that can be unique to each state.  That information could be left off your site, but to leave indefinitely the "Pardon our dust" words are wrong.

  To not have a copy of your warranty information available upon request the first time, and not having DaBella employees know where it is in the contract who can point it out to me is poor business practice.  Not putting the information on the website and always leaving the words Pardon our dust from at least November 2022 to now March 2023 under the warranty link of the DaBella website, and thinking a phone call to customer service is going to provide answers is misleading.  

   It seems ridiculous to me that its been since November 2022 when I signed my contract until now (4 months later) to finally get an answer to my warranty question in writing and to receive a copy of it.  I have spoken with your ***************** the Salesman, and the General Manager of my project trying to get the answer I now have that you have just provided.  It seems to me that this warranty information should be known to all DaBellas employees and posted on your website.

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

• Initial Complaint

  Date:01/23/2023

  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.

  My brother and I are disabled and live in a 1 bath home. We currently have subfloor damage which makes our shower unsafe. We contacted DaBella in October of 2022 for an estimate for repair and remodel. We signed a contract with an initial start date of oct 30. That was pushed back to Dec 26th. The contractor showed up on the 26th and said there was some conversation at the medford office of cancelling the contract. DaBella customer support denies any desire to cancel the contract. I have tried for 3 months to contact the medford office. I have never received a callback or been able to speak with anyone other than the customer service line. They always assure me that someone will call me back. No one has called me back. The work is still undone and I'm out my down payment. I don't know what my next step is. Please help.

  

  Business Response

  Date: 01/24/2023

  To whom it may concern, 
  
  Thank you for bringing this customers concern to our attention. The General Manager of the local office was in contact with the customer on 1/23/23. They will continue to work with the home owner to address their concerns.
  
  Thank you, 

• Initial Complaint

  Date:01/22/2023

  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.

  12/29 , they had their electrical contractor fix a short in the wire that their crew had put a nail through. They had to remove some of the siding to fix the wire.when they finished I contacted the ******* and he said he would get right on it as well as repair the drywall damage from the siding install. No response text on 1/9 and did not get a reply. 1/11 Contacted the person who wrote the job with me and stated he no longer worked for the company but would still forward to the company. Still no response Called customer service and they had a local customer service and was asked to send pictures of work needed to be done on 1/13. Never heard back so called to see if I sent the pictures to the correct email address ( I never received an undeliverable). 1/16 tried to follow on update got VM, called back on 1/14 in case they were off on MLK holiday. It appears that they saw my message and advised they have up to 48hrs to respond. Called back on 1/27 since well over 48hours and expressed that I wanted a call back and received none. I then decided to file a complaint with the BBB since I dont think they care about the damage to my home or their desire the repair it and do not care about communicating with an unhappy customers.

  

  Business Response

  Date: 01/24/2023

  To whom it may concern, 
  
  Thank you for bringing this customers concern to our attention. Our install team reached out to the customer today and scheduled the repairs to take place this coming weekend. We will continue to work with the customer to resolve their concerns. 
  
  Thank you, 

  Customer Answer

  Date: 01/29/2023

   
  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:01/20/2023

  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.

  My Husband and I entered into contract with ******* in late November. We were told that the project would start by December 20th. Nothing has taken place. We have not received any calls, so we started contacting them for more information. We can get no responses and no one to call. We've been told there have been management changes. We called on January 12th and were told that the general manager would contact us the following Monday. It's been an additional week with no contact so we called the corporate office today and asked to cancel the project and requested our $5000 deposit back. The lady on the phone told us that we would only get half of it back if we canceled. My husband told them that we would go to small claims court to pursue getting our deposit back. She informed us that they had a large staff of attorneys that would fight us and we would only get half of the money back. At this point it's our choice to not do business with this company and we want our $5000 returned to us.

  

  Business Response

  Date: 01/30/2023

  To whom it may concern, 
  
  Thank you for providing us with the customers concerns. We have spoken to the customer on 1/27 and we are cancelling the contract per our agreement. 
  
  Thank you, 

  Customer Answer

  Date: 02/03/2023

   
  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,
  
  *******************************