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:07/27/2022

  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.

  Contracted with ********************************************* for services on my home, including ****** siding & gutter installation plus two new windows & a slider. Work started May 12, 2022 and "completed" around June 3, 2022, with a corresponding punch list. There are also 2 open monetary items (electrician reimbursement $350 & unapplied deposit to loan $650). As I was receiving no resolution to any of the issues, on June 22 I asked the sales rep come to my home which resulted in the submission of an Addendum for completion of the open items. A week later still nothing, so I wrote a "30 day" letter requesting all items be resolved by July 28, 2022. The general manager, ***********************, came to my home on July 2, 2022. He assessed and agreed with all Addendum items and said he would process for completion. Despite follow up emails, texts and phone calls during these 30 days, no one has come to the house and ALL items are still unresolved. The sales rep said work orders have been placed, however, that was also said many times BEFORE the 30 day letter was sent. The Addendum also requested the warranty information and energy rating information on all services and products, nothing has been received. Since June 3rd, and in addition to the punch list items, my gutters have been sitting in the yard, the broken window and new uncaulked windows have been exposed to the elements, the Air Conditioning piping brackets (removed during installation) are hanging off the house, and my $1,000 in monetary issues are all unresolved. The contract states resolution by arbitration, I don't know how to start that process and I cannot afford attorney expenses after taking loans to pay for the services at my home. I am at a loss and need assistance on getting resolution from the company & how to move forward with formal resolution through atty or arbitration if needed (would a BBB complaint violate contract)?I have communications between all parties since inception of the project if needed.

  

  Business Response

  Date: 08/05/2022

  To whom it may concern, 
  
  We appreciate you letting us know about the customers concern. The General Manager of the *********** office went personally to the customers house and took photos of the damage in order to begin the repair process. Active service tickets have been sent to our installers with the details of what needs to be done and repaired. We are awaiting confirmation of the date of repairs at this. We will continue to work with the customer to resolve all of their issues. 
  
  Thank you, 

  Customer Answer

  Date: 08/17/2022

  The following events since my initial BBB complaint  on July 27th, 2022.

  August 1st - I reached out to GM (***********************) letting him know that the sales rep ***************************** provided me a status update.  I pointed out that ***** updates were no different than updates I received on May 25th from his office and provided him copy of communications from that date.  I told him i appreciated his efforts but couldnt continue on promises and hope that items would be resolved that week.

   

  August 2nd - The gutter guys showed up! Hooray.  I can cross this one item off the punch list.  I also forwarded him email communications from June 2nd whereby a DaBella representative said she initiated my monetary refund that day and I should receive the check within 14 business days.  ***** forwarded my message along to a generic DaBella email address asking the reimbursements be made ASAP.  I sent backup of the electrical bill for their records.

   

  August 3rd - Sent ***** an email thanking him for sending gutter guys.  Sent another email to ***** in relation to the unapplied window deposit along with a copy of the receipt and the finance addendum showing it was received by DaBella. No response.

   

  August 3rd - Sent a 3rd email (I know too much) requesting an update on when the window guys would be coming and reminding him of the open items for siding and the warranty information.

   

  August 5th - Sent an email thanking all involved for starting the electrical reimbursement and requesting confirmation of the window deposit.  I provided an email from May 17th where I had first notified them of the window deposit not being allocated to my loan.  I also asked for expectations on when the window people would be coming out in relation to the punch list items and provided them an email to me dated May 19th indicating a case had been opened.  Also requested information the siding open items and the warranty information.  No response.

   

  August 8th - ***** sent me an email indicating they would be sending a check for the reimbursements and that my deposit could no longer be applied to the loan or else it would change the terms and cause a higher interest rate, therefore the deposit would be coming to me in the form of a check.  He also said he had an inquiry into the window people and wanted me to tell him if i didnt hear from them.  (I responded that I hadnt) and he also said the siding warranty information would be sent soon and the window warranty will be forwarded from the window people soon after.  

   

  August 9th - Indicated I hadnt heard from anyone on anything and thanked them for processing finance reimbursements and Id let them know when I received them.

   

  August 15th - Sent an email to ***** requesting an update and dates that work could start this week.  I also decided to reach out to BBB to determine why I hadnt heard anything (bad email address on my end) and I also decided to call the corporate office (I got the number from my BBB complaint response).  This prompted a call from ********* at DaBella in ******. She told me the following:

                 The parts were in for the bay window / there was no update for the slider yet / there is an open work order for the window people to measure the replacement window they broke.  Also she was waiting for an update for the siding installer and should have an answer on the 16th & shed call me.  She wasnt aware of the financial issues and looked them up, found they werent processed and said she would be processing them (theyd take a couple weeks to arrive...and that she would send me the warranties.  PROGRESS?????  Maybe.

   

  August 16th - a siding person showed up but was confused to why he was therewas looking at the windows.  I called ********* and she said he is only to work on the siding.  He said looked at everything and i made notes for him which he took a picture of and said a crew would be out tomorrow (17th).  ********* did send some warranty information.  I need to go through it all to make sure its all of whats needed.

   

  August 17th - no siding crew - called & email ********* - no responses.  Received a text from a 603 phone number asking if a window installer could come by on Saturday the 20th, I said yes and asked for an estimated timeno response.  Ill be sending another email to the usual group.

   

  End result as of August 17th - no significant progress for 3 entire monthsthe verbal promises continue howeverHappily the gutters were installed and some warranty documents received, but nothing of real substance has been completed from May let alone the June 22nd addendum. 

   

  So while the August 5th statement from DaBella is accurate, it failed to include dates and therefore, could have been written in May, June and Julythe story hasnt changed.  

   

  Given this information and the lack of progress in resolving the open items, I would appreciate your allowing me to keep this case open as it seems it may be the only leverage I have at this time.  All items listed above are via email (some phone calls recently).  I can forward them along if you need them, I just thought it too much.

  Customer Answer

  Date: 08/18/2022

  Thank you. I have an update. The siding items were d today. Theres still a lot to be done but its a step in the right direction. 
  *******

  Customer Answer

  Date: 08/23/2022

  Further update. 
  
  On Saturday some of the window items were resolved. 
  
  Still waiting for monetary refunds; slider repairs; other various window issues. 
  
  Getting there. I will be sending a follow up email to Dabella today and keep you posted. 
  
  Thank you
  *************************;
  

  
  

  

  Business Response

  Date: 08/29/2022

  To whom it may concern,
  
  Thank you for for providing us with the customers response. We are still actively working with her to resolve all of her concerns at this time. We will continue to work with the customer until all her issues are resolved. 
  
  Thank you, 

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17633737
  
  I am rejecting this response because:

  It is essentially the same response I have been receiving since mid-May.  They made headway on the smaller items, however, the larger items are not resolved.  For example, I have been told (documented) at least 4 times that my monetary reimbursements (which total $1,000) have been processed yet I still have not received the reimbursements.  While there are more outstanding items, there is a window replacement that needs to occur and the response is that the window people are coming to measure.  I've been waiting since July 2nd.  The response that "everything" is being processed may be true, however, it is almost 4 months at this point and everything should be resolved by now.  I do hope they continue to work with me until resolution is attained, and hope it can be put on the fast track.

  I do not consider this complaint closed.  If you need further documentation from me I will be happy to provide.
  
  Sincerely,
  
  *************************

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

  

  Business Response

  Date: 09/27/2022

  To whom it may concern,
  
  Thank you for providing the customers response to us. At this time we have been working with the customer to resolve all of her concerns. We have already processed 2 reimbursements that have been sent and received by the homeowner, as well as an additional 3rd reimbursement processed on 9/23 and shipping out on 10/4. In regards to her windows concerns, on 9/22, the manufacturer fixed the glass but they did not complete the measurement at that time. The manufacturer will be reaching out to the homeowner to scheduled in order to resolve her final concerns. We reached out yesterday to check the status of that, but have yet to hear back from the customer at this time. The homeowner has been informed of all of this and the next steps to resolve her final concerns. 
  
  Thank you,

  Customer Answer

  Date: 09/29/2022

   
  Complaint: 17633737
  
  I am rejecting this response because:

  Although there has been great progress there is still some ways to go.  I agree with the most recent statements but again much time has gone by.  I estimate we are 85% towards completion of all open items. I request this case remain open until we are at 100% as the last item (damaged window replacement) is a ********** item and having to respond to BBB seems to incentivize them.

  Their window people are pretty good actually and I trust their information.  Having said that, while there has been communication on the screen door and the damaged window replacement, I have been waiting since August 22 when they told me these two items were approved and would be completed.  They have done the other window items, so it's just getting over the finish line.  

  I just left another message asking when they'll be coming out and hope this can get us even closer to resolution within the next week or two before it gets too cold for the window replacement. 

  I appreciate your assistance on this, BBB offers a great service to assist homeowners and I don't think I'd be this close to resolution without it.

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

• Initial Complaint

  Date:07/26/2022

  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.

  It was my understanding that the fascia was supposed to be replaced. It was not. The contract says to be installed fascia. If I also read it correctly that covers were then to be installed. On top of that the covering over the fascia was installed so the screws are in the way of reinstalling the gutters properly. When I called DaBella I was told that is how they do it for the installation of their gutters. I tried to explain I don't want their gutters and did not agree to gutter replacement from them. My gutters are brand new, and I want them reinstalled correctly by the company who did the original install. My attempts to get this resolved with someone coming over to take pictures and going over the contract with me has been futile. The person from the company who has been working with me has been a no show. He was supposed to show up on the 9th of July. Did not and on the 18th of July said he would be out to take pictures and go over the contract with me. I have not seen or heard from him since.I had the workers pivot the lattice with my honeysuckle on it. Which is a good thing as if they would have done it their way the honeysuckle would have ended up being broken up. They refused to attach the lattice back to the house. I was told it would be done when the job was complete before I signed the contract. That everything but electrical would be put back. Telephone box and cable box not put back together even though there is no wiring to be done. I am not sure now that I have all the parts to do it since parts were dumped on the lawn. If there was a misunderstanding and the fascia was not supposed to be replaced I would at least like the cover redone with the screws placed so that the gutters can be installed correctly.Thank you for looking into this. If you need more information don't hesitate to get in touch with me.

  

  Business Response

  Date: 08/03/2022

  To whom it may concern, 
  
  We appreciate you bringing this customers concerns to our attention. The General Manager of the ******* office reached out to the customer on 7/28 to address their concerns. We were able to come to a resolution and offered her a refund due to her concerns, and have put that in motion. The customer is aware of the 2-3 week turn around time for this. We also let them know there is nothing stopping them from having their old gutters reinstalled through their personal company. This should resolve the customers concerns.
  
  Thanks you 

  Customer Answer

  Date: 08/04/2022

   
  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:07/25/2022

  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.

  We were contacted by ******* s for roof got quote then when I showed up at home the guys were leaving said we be back in morning I walked up sent pictures to debellas immediately cause they never replaced the wood that was soft spots and **** he said Ill contact em immediately they showed up next day all my supplies came in my ply wood singles all of it then they loaded all the plywood at 159 dollars a sheet ** in trailer took my new chimney flashing broke my siding put two sizes of black trim which dont match . They did nothing I was promised no there telling me to prove it . They took my products to another job which is a ponzi scram you can not rob me to fix someone elses house so its been a year numerous phone calls no resolution please help

  

  Business Response

  Date: 08/03/2022

  To whom it may concern, 
  
  We appreciate you bringing this customers concerns to our attention. The General Manager of the ******** office has been trying to reach out to the customer but they hadnsuccessful so far. Our Office Manager was able to reach the customer as of today, 8/3/2022 to get permission to send a team out to resolve their concerns. We will have the issue resolved by end of day 8/5/2022. 
  
  Thank you, 

  Customer Answer

  Date: 08/10/2022

   
  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,
  
  *********************

  ****** contacted me today to inform me there putting in work ticket to resolve this conflict and reimbursing me for the plywood and fixing my flashing thats two different sizes and cheminey flashing he was nice and respectful and peaceful  

  Customer Answer

  Date: 12/13/2022

   
  Complaint: 17623134
  
  I am rejecting this response because:
  
  They called said we will work on getting it fixed if you call the bbb and say were working on it Ill send yah an extra five hundred got a check three months ago for half of what I paid for the ply wood never cashed check told ****** it wasnt right and were did the five hundred extra go for telling bbb you were gonna resolve our issues    Which have not been resolved very upset  all I get is the run around Im done they need to come remove the roofing and install the plywood they stole the need to fix my flashing which is two different sizes and the hole they put in my siding doing the gutters please help they just give us Exscuses and failed promises 
  Sincerely  ********************;
  
  

  
  

   

  

  Business Response

  Date: 12/19/2022

  To whom it may concern, 
  
  Thank you for providing us with the customers response. The General Manager of the ******** office attempted to reach out to the customer on Friday 12/16 to discuss the issues with them but was unable to reach them. They left a voicemail requesting a call back. Our installation team will also be reaching out to the customer to set up an appointment to return to the home to do an inspection. We await the return call from the customer at this time. 
  
  Thank you, 

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 17623134
  
  I am rejecting this response because: its been almost two years since they installed the roof I called em day of installation with problem all I got was a run around then I got told to prove they didnt do there job which I hve from day one ****** was supossed to come out and look immediately which he never has then . ******* sent out people to inspect who was right me still no apologies from anyone at *******. Yes we got called multiple time with well you got proof what needs fixed . So just last week **** from hilltop showed up said okay whats wrong I showed him he said I can see the soft spots from here . So anyone dealing with these guys take picture count product and watch what leaves youre property . They did come fix some stuff today . And Im not saying its done till I get okay from **** at hilltop and Im rightfully rectified for products not used . They still have a vent on top I belive **** said needs fixed still not too sure 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 01/24/2023

  To whom it may concern, 
  
  Thank you bringing this customers response to our attention. We finally received the parts needed to complete the serving. We are working with the install team to get a date they are avaialble to schedule with the home owner. We will be in touch once we have more information. 
  
  Thank you, 

• Initial Complaint

  Date:07/25/2022

  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.

  Feb 2022, Window installation was done poorly. I have talked to the company several times without receiving a single phone call back.I have windows that have been installed improperly, I have windows that can't even open. I paid or financed this project for over $32,000, and have paid more than $6800 already.

  

  Business Response

  Date: 08/03/2022

  To whom it may concern,
  
  Thank you for bringing this customers issue to our attention. Since receiving the complaint the General Manager of the ****** office has been in contact with the customer. This issue was in fact an issue with the manufaturer and was meant to be handled by them months ago. We have an appointment for 8/4 to go to the home owners house and get the issues resolved. 
  
  Thank you, 

  Customer Answer

  Date: 08/04/2022

   
  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:07/20/2022

  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.

  I am the Son of ******** and am helping her file this claim. On or about April 25th of 2022 someone from this roofing company stopped by and knocked when they saw roofing tiles had blown off from a recent storm. They came to give a quote for a roof replacement and never offered the option of using her existing roof tiles to fix the issue. My mom has the name of ******************* written down but is not certain. She is uncertain if they raised the quote for work to be performed since it was after the time window allotted to sign and return the quote. Additionally she was unaware of the overall total cost after all the financing and fees. I know that this overall total charge is way above and beyond industry standards... 40k dollars. She missed the page on the total amount as she just looked at total under promise to pay not details of transaction. The initial amount of 27K before financing is way above normal rates in this area. Additionally who offers a 50 year warranty as a selling point to a woman who is 75 years of age. This is dishonest and is elder abuse. My mom tends for her spouse full time and has no time for anything else with all of his issues. He has ***********, Alzheimer's, ***** body dementia and heart issues. The fact that my mom did not shop around is due to the fact they told her she needed a new roof and just wanted it done and has no free time to shop around for quotes. If she had contacted myself or my brothers we would have told her the price is way to High and to shop around or have them replace the missing shingles with her extras that were in her garage. I called and spoke with ******* *************) and tried to see if we could come to an understanding but he offered only a couple hundred dollars off. Later he contacted my mother and offered her 1k off. There is also issues with the roof already. Not sure that the roof was inspected and a permit was pulled Either. Please contact me regarding another concern.**************************************

  

  Business Response

  Date: 07/22/2022

  To whom it may concern,
  
  We appreciate you bringing this customers concern to our attention. We recently had a change in General Managers in our ******** branch and our new General Manager has been in contact with the customer, but they requested that we wait until we respond to the complaint first and then will engage in a resolution.
  
  At this time we are working diligently to help resolve the customers concerns and await their response.
  
  Thank you,

  Customer Answer

  Date: 07/28/2022

   
  Complaint: 17595135
  
  I am rejecting this response because we have not yet come to a mutual agreement. JJ who is the district manager called and spoke with us Monday. We hope to have all issues resolved soon. However still disappointed in how my mom was taken advantage of and still have a lot of unanswered questions. Sincerely,
  
  *******************************

  

  Business Response

  Date: 08/05/2022

  To whom it may concern, 
  
  Thank you for providing this customers response. The General Manager of the ***** office has been in constant contact with this customer to help resolve all of their concerns. The General Manager will be contacting the customer first thing Monday morning to set up a time to speak with the customer in person to address their remaining concerns. 
  
  Thanks,    

  Customer Answer

  Date: 08/10/2022

   
  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. But, I have not talked to anyone from *****
  
  Sincerely,
  
  ******** Galbavy  

• Initial Complaint

  Date:07/12/2022

  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.

  *************************** Sales Rep. for DaBella, came to our home 4 times. We hadn't intended to replace our windows this soon. But he convinced us the windows were top grade and the down payment would be low, and, low payments there after. We signed a contract on the 21 of June 2022 (with a down payment of $1,000.00). ****, (DaBella Rep.) called a few days later. said she would be another contact for DaBella. We called **** on the 5th of July 2022 with no answer. (until we called customer service.} she then responded annoyed with no results. We called **** on the 11th of July with no answer. ( Again we called customer service.) She responded annoyed, said we wanted to be contacted every other day! We tried to resolve the issue ourselves by finding another person to contact. this did not happen. Our phones and computer have been blocked. (Forbidden 403) **************** also stated emails were sent to us regarding our conversation and complaint, No emails received. The calls to **** were for updates on second measurements for our windows which she danced around and we never got an answer. We are senior citizens; we admire and appreciate respect due, which **** gave no regard to. Thank you for your time in helping to resolve this issue. Sincerely, ****** and ***********************.

  

  Business Response

  Date: 07/20/2022

  To whom it may concern,
  
  We thank you for bringing the customers issue to our attention. We apologize the level of service provided was unsatisfactory. The General Manager has stepped in and taken over this customer. They initially wanted to cancel on 7/11/22, but the sales rep was able to recover the sale and prevent cancellation. The General Manager then reached out to the customer regarding her concerns and was able to come to a resolution and the customer said she would take down the complaint. Then on 7/18/22 she requested cancellation again. We opted to cancel the project on behalf of the customer and have refunded the deposit back to the card that was on file. We hope this helps to resolve the customers concerns. 
  
  Thanks you, 

  Customer Answer

  Date: 07/21/2022

  On 7/13/22 *********************** called. He set an appointment with my husband for 7/18/22 at 8 am for final measure on our home windows. (With ******). *********************** called again on 7/18/22 at 9 am. He stated "******", had had an accident and wouldn't be doing any measurements or installs, for 2 or 3 days, maybe a week. ****** canceled our measurement with no one else to do the job. As of today, 7/21/22 we still Have Not Received Our Money! (*******) How can they say we have? We did receive an email on 7/18/22 saying it was returned......... Still waiting. The ***** with this company is Unending!  What a nightmare.  *************************************************

  Customer Answer

  Date: 07/21/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** And ***********************

  Customer Answer

  Date: 07/22/2022

  Good afternoon,
   So sorry this email was not responded to. I hope things have been resolved and closed with "DaBella .I had been sending my response to the wrong email address. "live and learn". Our money was returned on 7/21/22. Thank you for your help. With Regards, ****** and ***********************.