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

  2601 Cherry Ave Ste 304 Bremerton, WA 98310-4201

  
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  DaBella

  2685 Palmer St Ste A Missoula, MT 59808

  
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  DaBella

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

  
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  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:11/29/2022

  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 husband and I had a ******* representative (****)come to our house to sell us siding on 8-8-2022. **** did a good job explaining the process of installation and all about the product. However we asked several times about replacing the ***** as well as siding and he told us each time we do not do that. I told him I thought that was odd but I figured he was from a reputable company he knew what the services they offered. When the installer should up he asked why we were not replacing the ***** and I said the representative said they didn't do it. The manager of the contractor said sounds like he dropped the ball. To me ***** is the same as trim when painting a house would you say we don't do trim?? Before our project was done **** no longer works for *******. So did he make a lot of mistakes and got fired? The regional manager said this was human error I disagree this is a big part of the project. I think that dabella should do this free of charge do to this being something a sales representative should know goes with the project. We have already paid them $31,355. Which is pricey pricey however we liked the product. We been offered $4500.0 from the regional manager to finish the job. Do to this being a huge mistake on there part I think they should do this free of charge. I asked about it and was told we don't do *****. I was also told if another company did it my warranty could be voided. So the warranty includes *****? Why was I not offered it? This was a huge purchase for us and we have no more funds available for this.

  

  Business Response

  Date: 12/01/2022

  To whom it may concern,
  
  Thank you for bringing this customer concern to our attention. We have been trying to work with this customer for months to resolve her concerns, but what they are asking for is outlandish.
  
  When the customer received a demo of our product during the sales pitch, she was not sold on the soffits or the facia. When the contracts were signed, soffits and facia were not included. Please see attached copy of the contract. The customer is now wanting us to do the work on the soffits and facia for free. This is an $11,000 service they are wanting for free because we didnt offer it to her at the point of sale. We have offered to provide the work at under our costs in the amount of $4500 and the customer refuses.
  
  We will not be providing a free service of $11,000 to this customer because it wasnt sold to them at the point of sale. We will provide the service at cost of $4500, but that is the only option we will be providing the customer. If they do not want to accept the offer, then there is nothing more that we can do as a company, as we do not provide free services.
  
  Thank you,

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18480190
  
  I am rejecting this response because: the soffit was not offered to me ot would have been part of our loan. We have no funds to fix there mistakes!
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:11/29/2022

  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.

  A $25000 roof was installed on my home. The company used a terrible contractor who for up my gutters and left a mess in my yard. The materials used on my roof were defective and although Dabella employees have said multiple times that they would come take a sample of the materials to send to the manufacturer, they have yet to do so. They will not return my calls and don't show up when they say they will be there.

  

  Business Response

  Date: 12/09/2022

  To whom it may concern,
  
  Thank you for bringing this custoners concern to our attention. We have been working to address this customer concerns. We will continue to work towards a resolution with the customer. 
  
  Thank you, 

• Initial Complaint

  Date:11/29/2022

  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.

  Dabella came and installed siding, facia, and sofits in the end of April and beginning of May of ************************************************ February 2022. We initially payed them $12,500 in January 2022 to start the job and $2,000 back in November of 2021 to lock in the deal. They had one broken promise after another from the beginning with contractors not showing, up all the way to the satisfaction guarantee. After completing the job in May, we gave them $24,000 more. The house looked okay at completion, but over the course of the next couple months, splotches appeared all over the new siding. It looked to be in areas where they had painted sloppily over nail holes. I called Dabella multiple times and was put on hold with their answering service that would then hang up on me. I finally got through to a secretary, and sent her images of the house 9/13/22. She said she would send them to the general manager and they would get back with me. I waited 2 weeks and played the phone tag game again. I finally got ahold of a customer service agent who told me there were NO pictures added to my file by anyone. He wanted me to send in the pictures to him at customer service, which I did on 10/27/22 and a manager called me back reassuring me that a representative from ********************* was in town and he and the rep would be by my house to look at siding to determine what needs to be replaced, saying they would contact me after the visit and let me know. They never came. I was home all day and have a dog that barks at everything that comes near the property. I have also called up to 3 days a week each week, since Oct 31, 2022 and have 1 customer service agent calling to follow up. The manager has yet to call me back. This is the type of service I get for $36,000???? They said "********************* expects stellar service so we don't taint his name." Dabella has failed miserably to satisfy this customer.

  

  Business Response

  Date: 12/08/2022

  To whom it may concern, 
  
  Thank you for bringing this customers concern to our attention. We have a team going to the customers home on 12/10 to address the issues. We will continue to work with the customer to address their concerns. 
  
  Thank you, 

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18475050
  I am rejecting this response because: They did not show up on  12/10 which they said they would. This is yet another failed promise by the company to follow through even with their own plans. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 12/19/2022

  To whom it may concern, 
  
  Thank you for providing us with the customers response. The General Manager spoke with the customer on 12/19 to address their concerns. We have a team set to go out to the customers home to perform touch **** weather pending. We will continue to work with the customer to resolve their concerns. 
  
  Thank you, 

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18475050
  
  I am rejecting this response because:I did speak with a manager and they said they would have a crew out on Monday or Tuesday weather permitting. The weather was perfect, no storms, 45 degrees in December. I was told I would receive a phone call from them letting me know what they were going to do and I never received a call, and no one showed to do work. I continued to call and no manager after the 12/19/22 date will take our return my call....like usual. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 01/23/2023

  To whom it may concern, 
  
  Thank you for bringing this customers response to our attention. We apologize for the outstanding issue, but our installers stated the weather was a factor in the delay. We are working with our installers to get a new date finalized so we can address the paint. 
  
  Thank you, 

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18475050
  
  I am rejecting this response because: I was told that they can do the install in inclimate weather. The original install date was for January 17th, 2022 and that involved painting though it was never installed until May, the point is they said that they could paint and caulk in cold weather. Now they are looking for the perfect day. I want my house to look right don't get me wrong but they have had 4-5 months of me hounding them. Could they not get out of their offices and fix this. It's ridiculous. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 02/07/2023

  To Whom It May ********************************* you for alerting us to this response.  We are in the process of scheduling a different contractor to go out and address these issues.  Thank you for your patience.

  Customer Answer

  Date: 02/20/2023

   
  Better Business Bureau:As long as the new contractor comes and does the job I'm OK with this, but one came and hasn't come back for 2 weeks. So this may result in another claim if not fixed......
  
  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:11/28/2022

  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.

  9/10 Window Installation- installed wrong windows and didn't install a different one on ORIGINAL contract. After complaining to office and customer service they sent me their contract version that did not match mine. I have tried getting ahold of the local office and so has the customer service team multiple times and sent the original DOCUSIGNED contract and still have not been taken care of or communicated with. I am extremely unhappy and very upset by this and the promises of the contract and the promises on even your recorded lines are false. I refuse to pay for such a distorted company value! I have been patient and understanding as anyone should be but at this point this is services promised and not rendered.

  

  Business Response

  Date: 12/08/2022

  To whom it may concern, 
  
  Thank you for bringing this customers concern to our attention. Due to the unique size of the window in question we had to place a customer order on the window through our installer. We are currently waiting for the materials in order to be able to schedule the installation. We will continue to work with the customer to address their concerns. 
  
  Thank you, 

• Initial Complaint

  Date:11/22/2022

  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.

  The date of the first transaction was June 29, 2020. DaBella guaranteed life time warranty on all windows they installed. Shortly after DaBella finished the project some time in Oct 2020, I noticed that some of the windows did not seal properly and so I contacted the DaBella Company but nobody responded. I tried again afterwhile via e-mail. We corresponded several emails and seemed like it was going fine for awhile; however, everybody who was involved push around issue and have not solved problems yet. All I want is the DaBella fix the problem in timely manner. Thanks in advance!

  

  Business Response

  Date: 11/29/2022

  To whom it may concern,
  
  Thank you for bringing this customers concerns to our attention. The General Manager of the ************** has been in contact with the customer regarding their concerns with the windows. They were able to get the windows to seal shut currently and provided the customer with his personal phone number to ensure that we continue to address all her concerns.
  
  Thank you, 

• Initial Complaint

  Date:11/18/2022

  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.

  In August 2022, we had windows installed by Dabella. 2 weeks later we were hit by a micro burst. And one of our screens was damaged. We called Dabella and asked if they would replace it. We've gotten nothing but them ignoring us every time we've called. We have taken pictures of the damaged screen and sent them to correct people and no response. They have told us that they called but they didn't. All we want is one screen replaced.

  

  Business Response

  Date: 12/12/2022

  We have spoken with the customer to let him know that the screen referenced is on order, and we will forward the delivery date to him when we get it.  We did make the customer aware that there is no current estimated time of delivery at this time.  

• Initial Complaint

  Date:11/16/2022

  Type:Order 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.

  We had reached out to Dabella because we saw an advertisement on ******** about FREE SIDING THROUGH WASHINGTON ***** siding and our house isnt the greatest color or looks the newest, so we reached out. A salesperson that represents their company came out and inspected our siding and told us that our T1 11 siding was in EXTREMELY poor condition and was rotting. Gave us the pitch that if we catch it this year, we can likely side over it and save us money so on and so forth. I do know they T1-11 siding has had a lot of lawsuit issues in the past and have heard not great things around just through my life experience. So, we got quoted a whopping $40K after some negotiating, we managed to get it down to $35K and we thought we were ok this all took place in August. Fast forward they dropped of some of the materials about 2 weeks ago and then the subcontractor for Dabella came out and said that there was a problem with the way they install the siding normally and they would have to remove all of the trim and potentially some soffits and they are exactly sure if there would be a cost difference, they need to do some taking apart of our home. This got me slightly confused because the salesperson took pictures of our whole home before we agreed to even start the process and now, we could be looking at more money and who knows what they could damage in the process of removal of trim and soffits. I decided to get a 2nd opinion of friend who is a contractor in ******. He inspected our siding and was told that our siding isnt even T-1 11 that it is a board and ****** siding and actually is in fairly good shop (needs some trim replaced, pressure washed, caulked, and painted but no siding replaced). I obviously feel we were fully being taken advantage of at this point. So we contacted who we thought was the Dabella in ******* and it ended up being some type of call center and said someone would be calling us back. I did later that day receive a phone call from ********************* who said he was the General Manager at Dabella. He told us that we were locked into a contract that IF we decided to cancel, we would owe him of what the agreed upon price was. I was obviously very caught of guard and apparently that was in our agreement, and we only had 3 days to cancel for a full refund of our money. So, I then asked what is it that we actually get for our $17,500.00 if we did decide to cancel, he promptly said whatever material is actually sitting at our home.

  

  Business Response

  Date: 12/01/2022

  To whom it concerns,
  
  Thank you for bringing this customers conerns to our attention. The General Manager of the ******* office has been in contact with customer and his lawyer and have been working to come to a resolution on this matter. We have been trying to reach out to the customer recently to address their concerns but have not heard back from the customer. We will continue to reach out and attempt to address the issues in a timely manner. 
  
  Thank you, 

  Customer Answer

  Date: 12/01/2022

   
  Complaint: 18414576
  
  I am rejecting this response because:Dabella has been contacted and havent been ***operative with what kind of solution they believe is fair. They continue to try and price ***** people asking $17,500 for materials that they can take back and use (and is worth probably $7K.)Their sub-contractors have already told us we have a different siding then what their salesman said and that is actually in good shape and said should not be replaced and is nice siding. We have already offered to pay them $1,000 for bringing the materials to the site. They said they have significantly more money in that. After trying to ask what they have in it the answer was thats proprietary information? Makes no sense. Im trying to be fair but they wont tell me what they even have in it? I offered to even deliver the materials back free of charge so they dont incur anymore costs. Dabella continues to be unreasonable. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 12/15/2022

  To whom it may concern, 
  
  Thank you for providing this customers response to us. We have reached a resolution between our company and the customers attorney and have sentered into a settlement agreement with them. We consider this matter to be resolved at this time. 
  
  Thanks, 

  Customer Answer

  Date: 12/20/2022

   
  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:11/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of the Transaction: 1/20/22 There is a long list of issues and deficiencies with the window install. Below is the written agreement on that day from Dabella that summarizes the work they agreed to do to remedy all of the issues, and they have yet to provide any remedy and do not return our phone calls. Once they got their money from me they disappeared, zero follow through. We have have called numerous times and left messages since January 2022: The addendum is for work to be completed as a service by DaBella Services to be complete:-Replace all damaged and warped sashes -Address window in dining room for level and plumb install -Order replacement screens for all ripped and damaged screens -Create plan for exterior trim options Walk through will be completed with GM and Installer to address listed issues

  

  Business Response

  Date: 11/22/2022

  To whom it may concern, 
  
  Thank you for bringing this customers concerns to our attention. The General Manager of the ******** office has been in contact with the home owner and is working dilligently to address all of her concerns and get them resolved in a timely manner. The home owner seemed happy with the contact and stated that she would be removing the complaint. We will continue to work with this home owner to address all of their concerns. 
  
  Thank you, 

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18410074
  
  I am rejecting this response because:  I need to see further follow through, plan of action and timeline, not just a phone conversation.
  
  Sincerely,
  
  ****************************************

  

  Business Response

  Date: 12/20/2022

  To whom it may concern, 
  
  Thank you for providing us with the customers response. The General Manager is working with our installation crew to set up a time for the installation, but the ice and snow have made it difficult. We currently have the products and materials ready for the installation, which our installation crew will be working with the customer on. 
  
  Thank you, 

  Customer Answer

  Date: 01/12/2023

  No, it has not been resolved.  I have not heard back from the company since November.   Absolutely nothing has happened but a phone conversation.   This has been par for the course for this company.   All talk, no action and months go by.  I did not see your message on 1/5.  Please reinstate my complaint and follow up with the company. 

  

  Business Response

  Date: 01/16/2023

  To whom it may concern, 
  
  Thank you for bringing this customers concerns to our attention. 
  
  We do apologize for the issues with customer is claiming to experience but we have continued to reach out to her to work with her and we are directe to speak with her assistant who is not on the contract and thus is limited in decision making. Once we do reach out to the assistance we get little to no response or confirmation that allows us to move forward.
  
  We would love to address all these concerns, so if the customer could contact their local office directly, instead of through their assistant or vice versa, we would be able to expediate the process and get this resolved much faster. 
  
  Thank you, 
  
  

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18410074
  
  I am rejecting this response because:  This response from the company is an outright lie and very upsetting.  My "assistant" hasn't been involved since this case was filed.  She was involved a year ago and prior to BBB being notified. NO ONE has tried to reach me since shortly after the complaint was filed when the General Manager called me.  They have my cell number.  Again, NO ONE has attempted to reach me since the initial conversation documented in this dispute.  In addition, snow and ice are still not an excuse at this point.  They need to get over here and fix all of these issues before snow does become a factor

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

  

  Business Response

  Date: 02/03/2023

  To Whom it May ****************************** have spoken with this homeowner and we have both agreed to let the weather warm up due to the fact that the windows that need to be serviced are on a second-story and there is snow on it which makes it unsafe for installers.  

   

  Thank you,

  Customer Answer

  Date: 02/11/2023

   
  Complaint: 18410074
  
  I am rejecting this response because:  We are in communication and they say they will schedule a crew to come to my home now that the ice is melted from the roof.  I will accept the response as soon as the job is complete to my satisfaction.  
  
  Sincerely,
  
  ****************************************

  

  Business Response

  Date: 02/21/2023

  To Whom it May ********************************* you very much for alerting us of this response.  We are indeed in communication with this homeowner and plan to come finish the project after the winter thaw.

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 18410074
  
  I am rejecting this response because:  The windows were installed in the dead of winter, why can't they fix the issue a year later, in the winter?  Per the phone call I received, they said they would schedule a crew soon since there is no snow on the roofs.
  
  Sincerely,
  
  ****************************************

  

  Business Response

  Date: 03/16/2023

  We are in process of scheduling with the homeowner to go out on the 18th to take care of remaining issues (exterior wraps and interior sash replacements). Pending that date works for the homeowner, we foresee that the issues will be resolved. At this point it is just scheduling the service and completing the issues. 

  Customer Answer

  Date: 03/17/2023

   
  Complaint: 18410074
  
  I am rejecting this response because:  I will accept the response once the work is completed satisfactorily.  Someone did show up today, March 17th, to begin the work.  He's a very nice fella.
  
  Sincerely,
  
  ****************************************

  Customer Answer

  Date: 03/22/2023

  Dabella sent someone to do some of the corrective work (framing the exterior windows with aesthetically appropriate material).  We have not heard from Dabella yet on the rest of the issues

  

  Business Response

  Date: 03/27/2023

  Scheduling with our sub-contractor to resolve the incomplete issues. 

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 18410074
  
  I am rejecting this response because:  I will accept when the work is complete
  
  Sincerely,
  
  ****************************************

  Customer Answer

  Date: 03/30/2023

  Hi,

   

  Per our conversation today, please re-open this case.  Dabella has moved one foot in the right direction and sent someone to replace the exterior window trim, but none of the other issues have been resolved.  Dabella has not called me to schedule the other repairs/replacement items.  They have my cell phone number. 

  

  Business Response

  Date: 04/10/2023

  Local branch has reached out to see about resolving other issues. We will continue to get  things resolved until it is complete. 

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 18410074
  
  I am rejecting this response because:  The local branch has not reached out.  They have not called or left any messages.  They have my cell phone number.
  
  Sincerely,
  
  ****************************************

  

  Business Response

  Date: 04/13/2023

  Thank you very much for this information.  We have demanded that the local branch reach out to the homeowner IMMEDIATELY for resolution.

  Customer Answer

  Date: 04/14/2023

   
  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.  The local branch did reach out and we went over the outstanding deficiencies and he said he would work on moving forward with getting them resolved, but I'm not ready to close this case until the work is complete.
  
  Sincerely,
  
  ****************************************

  Customer Answer

  Date: 05/14/2023

  Please reopen the complaint.  We have not heard back from the business ever since it was closed.  None of the balance of issues has been resolved.  They have dropped the ball yet again.
  
   
   
  

  
  

  

  Business Response

  Date: 05/15/2023

  To Whom it May ********************************* you for alerting us to this issue.  The general manager of the branch reached out to the homeowner just before noon on May 15, 2023 and left a voicemail as well as a text, explaining that we are still waiting on remaining materials for the service ticket and that when we will update as we receive notifications and updates.  

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 18410074
  
  I am rejecting this response because:  I will accept the business response once all of the work is complete so that this case can remain open.  I did receive a text, but not a voice message.   
  
  Sincerely,
  
  ****************************************

  

  Business Response

  Date: 05/25/2023

  Thank you for alerting us to this issue.  The general manager of the branch reached out to the homeowner just before noon on May 15, 2023, explaining that we are still waiting on remaining materials for the service ticket and that when we will update as we receive notifications and updates.  This job is still in progress.

  Customer Answer

  Date: 05/26/2023

   
  Complaint: 18410074
  
  I am rejecting this response because:  I will not accept until the job is done
  
  Sincerely,
  
  ****************************************

  

  Business Response

  Date: 06/02/2023

  We are still waiting on materials to resolve this.  When it comes in we will reach out to this homeowner to schedule.

  Customer Answer

  Date: 06/05/2023

   
  Complaint: 18410074
  
  I am rejecting this response because:  This issue has been outstanding for 1.5 years.  I will accept when the job is complete
  
  Sincerely,
  
  ****************************************

  

  Business Response

  Date: 06/05/2023

  We have received the sashes in the warehouse as of today, and will reimburse the homeowner for the materials detailed in the receipt received earlier today.

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 18410074
  
  I am rejecting this response because:  Thank you for the update.  There is someone here today assessing the issues and who will be working on this project.  I will hit the accept button as soon as the work is completed satisfactorily.  Please confirm if the replacement windows and screens have also arrived?  Or do those still have to be ordered?
  
  Sincerely,
  
  ****************************************

  

  Business Response

  Date: 06/14/2023

  Alside was out and did most of requested/reqired service, but Alside has let us know that they have some more material coming in a few weeks from now and we will schedule another service at that point. 

  Material is supposed to be into the Alside branch the first week of July. 

  Thank you for the continued patience as we get all the issue addressed. 

  Customer Answer

  Date: 06/15/2023

   
  Complaint: 18410074
  
  I am rejecting this response because:  I appreciate the update and will accept the business response as soon as the job is complete
  
  Sincerely,
  
  ****************************************

• Initial Complaint

  Date:11/15/2022

  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 purchased new gutters and windows in August 2021 from *******. They installed them in December/January 2021/2022. The installers broke an old window and left most of it in my backyard for me to clean. The installers left without finishing the work, they were missing a screendoor and a clip for one of the windows which I wasn't able to open until I had it. I called the company multiple times for the finish work and it wasn't until July that someone came out and tried to fix those things. At that time their installer noted that the windows were bad and needed to be reordered. He replaced one of the sliding doors and said the other needed to be replaced too. I have been trying to get someone to take care of this since that time and just yesterday the manager came out and said it was all fine and didn't need to be reorder. The manager also told me he trusted his installer who wrote on a piece of paper what the issues are and I have a photo of that in his handwriting but the manager said they were fine. Now I've also got gutters that they installed which are leaking and they were installed shortly before the windows. Nobody seems to care or support the warranty and they just hope that by ignoring me and delaying that the warranty will run out and they can tell me to get lost. At this point I don't trust any of their work or products and wish to get a full refund. They are welcome to come and get their products if they want or I can get another company to install windows and send these ones back to them. They installed 6 windows, 2 sliding doors, and replaced my gutters. The gutters leak, 3 of the windows and both sliding glass doors have either been worked on or were on the head installers list of things that need to be replaced. The time and the energy I have spent to try and get this fixed is a sign how little they care to support their products.

  

  Business Response

  Date: 11/22/2022

  To whom it may concern, 
  
  Thank you for bringing this customer concern to our attention. 
  
  We have been working with this customer to resolve their concerns, but we have found that there are no issues to address, despite the customers claims. 
  
  Our installer went out there and found that the windows were installed correctly and there were no issues. The hand written note that the customer is referring to was in fact serial numbers for the windows so the customer could speak to their sales rep for glass reorder in the future, not that the windows needed to be reordered, this is an untrue claim. The installer stated there was nothing wrong with the windows and no need for a reorder to both the customer and to our team. The installer also stated they only provided the hand written note because the home owner insisted they write the information down and would not let it go. We as a company would not have provided a hand written note for a windows reorder, if it was in fact needed. We would have contacted the manufacturer directly ourselves and worked all those details out, not expected the customer to call us or the manufacturer and do all the work themselves. 
  
  We also had a second inspection performed by a representative from the manufacturer on 11/16 and they also determined there were no issues with the windows and there was no need for a reorder. They also spoke with the installer regarding the note and the claims and the installer again stated the purpose for the forced note as well as the fact that windows do not need to be reorderd. Everything is within the manufacturers specifications and the contract has been fulfilled successfully. 
  
  As far as the gutters as concerned, we as a company were not notified of this issue prior to it being ****** up in this complaint. We attempted to contact the customer and the General Manager of the office even went to the customers home on 11/17 to address this concern and no one was home to speak to him. 
  
  At this time, because there are no issues with the windows after multiple inspections, we will not be issuing a refund for the windows job, but we will continue to work with the customer regarding their gutters. 
  
  Thank you, 

  Customer Answer

  Date: 11/28/2022

   
  Complaint: 18408254
  
  I am rejecting this response because:

   

  Why would your installer list 4 of the 8 items that we ordered from you under the heading "reorder" in his own hand writing with a serial number and the listed problem with the window? That makes no sense that he would do that incase we decided to reorder? Think about that for a minute and explain to me how that makes sense. Why not write down all 8 items if it was just to give me information or serial numbers? Why write the issues with the windows and door if they are fine? How can you logically explain away the attached note?

  Oh, and I've heard nothing from you on the gutters. The only time I've heard from any of you is when I chase you down and call you multiple times for weeks on end. This window install was last December and the gutters were before that. Add to that the fact that the original installers told me your products were bad and they hated supporting them and **** told us that you've had factory issues since covid and haven't been able to get good products because all the employees are new. So even when your own employees and contractors are telling me your products are bad you want me to just ignore the issues your installer wrote down in their handwriting as being no big deal? Or should you stop for a minute and think how stupid your excuse sounds to a neutral 3rd party before we all end up on the news with *************************.

  Ignore everything else and consider this happening to a family. If your family member had a note written from the company installer that the product was bad, would you tell your family member to just ignore it and feel good about the product? Would you tell that family member to just let it go and sleep well every night thinking that they were given a good deal?

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

  

  Business Response

  Date: 12/20/2022

  To whom it may concern, 
  
  Thank you for providing us with the customers response. The General Manager is will be reaching out to the home owner to schedule a time for them to go to the home and inspect the issue and see what needs to happen from there. 
  
  Thank you, 

• Initial Complaint

  Date:11/10/2022

  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.

  Contracted with DaBella on April 26, 2022, to have them install a walk-in shower.Contained in the contract was a charge for $525 to handle dealing with "suspected dry rot" at $175 an hour for three estimated hours plus materials. We paid a down payment on signing and paid the full price for the contract upon completion in August 2022. There was no dry rot. I contacted the salesperson, *************************, within three days after the installation was complete to say that there had been no dry rot and that I was requesting a refund of the $525.While ****** ****** has been helpful and communicative, we have only received a partial refund of $180 with a check dated October 5th, 2022. I've exchanged emails with ******************************* in their accounting office: she wrote me one email on September 20, 2022 asking me to let her know the name on the check and the address to mail it to (both of which are on the signed contract). I responded with the information.I have talked to ****** ****** a few times since the first check was received. He told me that they will send a check for the remainder ($345) and that he 'has my back' to make sure we receive it. He texted me on November 3rd: ************* new check was sent today!" Today is November 10 and we still have not seen a check. He has not responded to texts for three days.In one of my conversations with him, I asked if this was common practice to include language in the contract and to charge in advance for dry rot removal and if he was trained to do so. He said yes. I asked if it was common for them to have to deal with dry rot, or if they often had to refund the money. He wasn't sure and didn't share any specifics. It wouldn't surprise me to learn that many customers never ask for a refund for work that wasn't done, and that this is common practice with DaBella. They've dragged their feet for several months now to avoid having to pay a refund.

  

  Business Response

  Date: 11/18/2022

  To whom it may concern, 
  
  Thank you so much for bringing this customers concern to our attention. We realized that we sent the incorrect amount for the reimbursement and sent an additional reimbursement check to cover the remaining balance due to the customer on 11/8. If the customer has not already recieved it, it should be arriving within the next 2 business days. 
  
  Thank you, Tell us why here...

  Customer Answer

  Date: 11/18/2022

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