Complaints

This profile includes complaints for DaBella's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  DaBella

  3495 NE Aloclek Dr Hillsboro, OR 97124

  
• 

  DaBella

  205 Shoshone St N Twin Falls, ID 83301-6133

  
• 

  DaBella

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

  
• 

  DaBella

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

• 

  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:02/04/2025

  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.

  On 2Dec24 I put a deposit down on a job installing about 18 feet of rain gutter The job was to be completede in the following 2 weeks. Nothing has been done. My attempts to contact someone at the business has been futile. This now feels like a scam. All calls have been handled by passing the call to another number which turns out to be the same number. Assurances ***** someone would return my call have not been fulfilled.

  

  Business Response

  Date: 02/04/2025

  Thank you for bringing this project concern to our attention. After reviewing the customer's request, we have initiated the cancellation and are in the process of submitting the deposit refund. We are working to expedite this as quickly as possible. DaBella is committed to ensuring a smooth resolution and will provide the customer with an update on the refund timeline as soon as it becomes available. If there are any further questions or concerns, please contact our customer service department at **************, prompt 1. We appreciate your patience and the opportunity to address this matter.
  

• Initial Complaint

  Date:02/04/2025

  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 signed a contract for new windows with DaBella November 11th 2024. I finally heard from them at the end of December to schedule an installation date. January 17th **************************** the contract I ordered 5 windows, 4 showed up. I had complaints the first night my windows were installed. They are not sealed correctly, I asked the ******* on my job site if they were going to isolate them as well. He told me yes, they are not. The caulking around all the windows are broken/ have holes, I have to put a towel in each window to prevent the cold air from coming in. Their is debis in-between the 2 window pains already, there are gaps in the window frame itself. I have called/ emailed, and texted the company about all of this and I have not heard a response back from them. They did send me an email to sign the completion document even though I still don't have my 5th window yet. I feel this is work abandonment and a breach of my contract. I have been trying to contact them for going on 3 weeks and have heard nothing.

  

  Business Response

  Date: 02/04/2025

  Thank you for bringing this matter to our attention. The customer's concerns have been reviewed internally with the local office manager, and a request has been submitted to address and resolve the issues. Once the date and time are confirmed, our team will contact the customer and provide an update. If there are any additional questions and concerns, please feel free to contact the customer service department at ************** prompt 1.  

  Customer Answer

  Date: 02/09/2025

   
  Complaint: 22895825
  
  I am rejecting this response because: Although the resolution has been scheduled for a week from now, the job has not been completed as of today's date. I still believe that I should get some kind of compensation for all the issues I have had to struggle with. 

  The company itself has very poor communication between their employees. I was informed by another employee that my original complaint about the faulty windows had already been resolved which has not. I was also informed that it will take a month and a half to receive my last window that was supposed to be on a rush order. 

  I will give further details when the job is completed.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 03/05/2025

  We appreciate you bringing this matter to our attention. The local office team and General Manager have reached out to the customer to address their concerns and work toward a timely resolution. If there are any further concerns, please don't hesitate to contact our customer service department at ************** (prompt 1).

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 22895825
  
  I am rejecting this response because: In the last 3 months I have received 3 phone calls from the actual company itself. When attempting to call back the phone just rings. The time of day in which they are calling is when I am at work; 1:30 pm.

  I received a phone call from a subcontractor last month. He came down and did temperature readings on the 4 windows that were installed. The readings from the window trim to the interior wall was a good ***************************************** the exact issue that the windows had no insulation around them. He took pictures and video of his findings. 4 days later the DaBella office calls me to have the last window installed by the same crew that did the first 4. The employer insisted that he had no idea about my complaints and then argued with me about the window install was completed correctly. He then made a comment about the contractor that I hired. I told the employee that DaBella sent him to my house in which he denied. I called the subcontractor back to clarify where he came from. 

  Since then a new subcontractor came and installed my 5th window but didn't do anything about the first 4 windows. 

  DaBella has called me twice since the 23rd of February claiming they have tried to contact me multiple times. 

  I still feel like this company is trying to scam me and is unwilling to resolve the issue. Living in ** with drafty, faulty, windows with 30 below temps is unbelievable that this "professional" company refused to resolve their mistake. I have shown my proof of the faulty windows multiple times and has a contractor hired by their company do a temperature test. I have had frost on the inside of my living room window. In which I have pictures of as well.  

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

  

  Business Response

  Date: 03/14/2025

  DaBella acknowledges the customer's concerns and remains committed to reaching a resolution. The General Manager has scheduled a meeting with the customer on Wednesday, 3/19/25, to review all issues and determine the final resolution. We look forward to addressing any remaining concerns during this meeting. If you have any additional questions please contact us at ************** prompt 1.

• Initial Complaint

  Date:02/01/2025

  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.

  On December 16th, 2024, DaBella came to my mother's home and convinced her to sign a contract to get a new roof. They had shown her photographs of missing shingles and holes for her "roof". She didn't have the capacity to check the roof herself to see the validity of the claims, and agreed to a full roof replacement with a predatory loan of no interest if paid in full within 12 months. She did not make any payments to the company but signed financial documents on a tablet for a new account with a credit union and a loan, with only three days to get out of the roof contract and 30 days to get out of the financial loan. I discovered this interaction on January 12th, 2025, had my husband get on the roof and take photos proving there is no damage to the roof of which DaBella claimed, and immediately contacted ****** who has claimed to be a general manager. He requested my copy of power of attorney for my mother, which I have provided, and said he would get a formal copy of the documents my mother had signed sent to me. I had to make this request as, although they had her email and sent a "welcome to bring our customer" email to her, they never sent her a copy of the financial documents and contract that she signed. They delivered this document to me on January 17th, just past the 30 day time period to back out of the loan agreement. Since then ******* has been unresponsive to my emails to inquire on details of the agreement and a supposed discount he was willing to complete the roof for (previously it was approximately 40,000$ dollars to complete the roof replacement but he was now offering it for 24,000$.) my sister, who also has power of attorney, have been attempting to continue contact with the company to understand the ramifications for our mother and elderly grandmother who cosigned, but cannot get any definitive information at this point.

  

  Business Response

  Date: 02/03/2025

  Thank you for bringing this matter to our attention.  We have submitted the customer's request to upper-level management at the local office and are actively working to resolve their concerns in a timely and efficient manner. Once resolution is completed internally the local manager will contact the customer with the next steps.  We appreciate your patience and will provide an update as soon as more information becomes available. Please feel free to reach out with any questions or concerns to our contact number is ************** prompt 1.

  Customer Answer

  Date: 02/05/2025

   
  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,
  
  ********* ********

  Customer Answer

  Date: 02/10/2025

  Can we reopen my case?

  The management team had responded back to indicate they would address my concerns, but ultimately I haven't received a response regarding the actual complaint that was made.

  Thank you

  

  Business Response

  Date: 02/13/2025

  Thank you for bringing this to matter to our attention.  We have been in direct communication with the customer and provided all requested documents, including the contract and financing terms. The customer initially indicated they were likely to cancel but wanted to review discounted pricing before making a final decision.  While there was a delay in responding to their pricing inquiry, we have since provided the requested information. Additionally, the customer has been given direct access to the local office manager and staff to receive updates. The project is pending next steps for resolution from the customer. Please feel free to contact us at ************** prompt 1. 

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22887631
  
  I am rejecting this response because:
  

  I believe this is a case of elder fraud. Not having documents provided to my mother especially prior to DaBella's "deadline" dates to cancel made it impossible for my mother and grandmother to know the ramifications of electronically signing. Both women have significant vision problems and did not have the contract clearly explained to them to comply with the stipulated deadline dates. 

  As well as not having an explanation of the almost 50% reduction in excessive price variance and not having any reasonable documentation that includes the proposed price reduction or reinstatement for new deadline dates, I wish for the contract to be null and void. 

  In reviewing the following statutes for Wyoming, the below are references for how this situation appears to be elder abuse 

  Civil Financial Exploitation Wyo. Stat. *********

  ************************************************ - 6-2-507. Abuse, neglect, abandonment, intimidation or exploitation of a vulnerable adult; penalties.

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

  

  Business Response

  Date: 02/21/2025

  Thank you for allowing us the opportunity to address your concern. After reviewing the details of this project, we are proceeding with the cancellation of the contract as requested.  The General Manager have taken the necessary steps to officially close out the project. DaBella's intention is to act in good faith towards our customers and support all parties involved. We sincerely apologize for any inconvenience this matter may have caused and appreciate the opportunity to address your concerns. Please contact us at ************** if you have any additional questions and concerns. 

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22887631
  
  I am rejecting this response because: I am requesting documentation of the project cancellation and the loan closure with a 0$ balance. When calling the number provided, that representative advised they cannot provide me with this information as you do not have the *** on file, despite having sent it both by email to the local general manager and through this complaint. Additionally, I would like to confirm the pickup date of materials. It sounds like you have scheduled pickup on Thursday, February 27th. Is there a timeframe that we can expect the pickup to occur?

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

  

  Business Response

  Date: 03/04/2025

  Thank you for bringing this matter to our attention. We can confirm that as of March 3rd, 2025, DaBella has successfully picked up and removed all materials from the customer's location. Furthermore, we have resolved the contract concerns internally to ensure a satisfactory outcome for the customer. We apologize for any confusion or frustration this situation may have caused and are committed to addressing all concerns promptly. Please dont hesitate to reach out to our customer service department at ************** prompt 1 if you have any further questions or concerns.
  

  Customer Answer

  Date: 03/06/2025

   
  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:01/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dabella hired a subcontractor to replace the siding on my house. The workers that did the job didnt speak English, it was hard to communicate with them. I instructed Dabella in the contract to not place the trash container on my property; they put the trash container on my driveway; when I got home and saw that I told them to take it off my property; I do have a crack in my parking spot where the container was. The gutters were taken down and then when put back on do not meet the drain spouts; they are left hanging in the air. The drainage along the back of the house was not put back the way it was when they started the job. I got a nail stuck in my tire from the driveway. My chimney was not put back the way it was before they started because now when the wind blows and it rains; Im getting lots of banging from the chimney, and rain down my chimney. The electrical boxes that were removed to replace the siding were left in disarray, not just removed but destroyed. My water spouts were left loose and not secured. My dryer outlet cover was not put back on my house. When I agreed to have the siding replaced I told the two sales men I didnt want the job to be started until after the summer was over; I was repeatedly harassed to get the job done prior to the end of summer. After the job was completed Dabella did not return my phone calls and once I actually spoke to Dabella they said I would get a return call and that didnt happen. I tried to upload pictures but they were to large. I will supply pictures if required.

  

  Business Response

  Date: 01/30/2025

  Thank you for bringing this matter to our attention.  We have submitted an email to the customer outlining the terms and conditions of their contract, which clarify the responsibilities between DaBella and the homeowner. Additionally, we have requested photos and documentation from the customer to further address their concerns internally. Our team is actively reviewing the matter and working to provide a resolution in a timely and efficient manner. We appreciate the opportunity to address these concerns and will continue to communicate directly with the customer as needed.

  Customer Answer

  Date: 02/25/2025

  Hello,

  In this case DaBella has not followed through with any resolution. They did schedule an appt but never showed up for that appt. I havent received any communication from Dabella since. I have emailed them several times with no response.

  Please do not close this complaint until you hear from me that a resolution has been reached. You may add my email address to this complaint. Its ************************************************************

  Thank you,

  ***** ******

  Sent from my iPhone

  

  Business Response

  Date: 03/10/2025

  Thank you for bringing this matter to our attention.  The local office manager, General Manager, and **************** Manager has made attempts via phone call to contact the customer in an effort to address and resolve their concerns.  We will continue to contact the customer this week in order to provide a mutually agreed solution.  If you have any additional concerns or need assistance, please contact us at ************** prompt 1 or *****************************************

  Customer Answer

  Date: 03/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that with the exception of the crack in the parking spot in which the company is reviewing for a determination. Once this resolution is satisfactory to me; I will close this case. 
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 03/25/2025

  Hello,

  My case has not be resolved, DaBella has not addressed the crack on my driveway. I have sent them pictures and havent received a response. 

  This will have to be addressed before this case can be resolved. 

  Best regards,

  ***** ******

  

  Business Response

  Date: 03/28/2025

  Thank you for bringing this matter to our attention.  After reviewing the photos submitted by the customer regarding the crack in the driveway, we have determined that the evidence provided does not show any new damage beyond what was previously present before our work began. The contract signed by the customer includes before-and-after photos, as well as documentation of pre-existing conditions. This concern was also addressed in a conversation between our customer service manager and the homeowner. DaBella is committed to addressing customer concerns with integrity; however, we cannot be held responsible for damage that predated our work. Please find attached documentation signed and agreed to by the customer. Thank you for your time and consideration.

  Customer Answer

  Date: 04/23/2025

  Hello,

   

  I would like to add to the complaint as Ive been getting messages via mail and not being able to respond in a timely manner. 

  Dabella is trying to get away with making cracks in my driveway by saying a crack was already there which is correct. That crack is st the entrance to the driveway and not actually on the driveway as is the one the crested with their dump being put on my driveway in which the contract states for them to not put the dump on my property but to leave it in the street. 

   

  Thank you,

  ***** ******

  Home owner

  

  Business Response

  Date: 04/30/2025

  Thank you for the opportunity to respond to the customer's concern.  DaBella has addressed this matter with the customer on multiple occasions. Based on our documentation, including the signed contract, the pre-existing crack was clearly identified during the signing process and is noted on the agreement (see attached documentation). At no time has the customer provided photo evidence or proof that a different or new crack was created during the project. Additionally, the customers signed and initialed contract includes the following specific language under the "Set Up/Job Access" section:

  Set ***********************start="876" data-end="879"> DaBella has your approval to access the driveway for delivery of materials and a dump truck (if applicable). If homeowner chooses not to assume liability for the consequences of having equipment access the property, there may be an additional charge. Please let us know where you would like us to stage your materials (where to place the materials, dumpster, park vehicles, and where to store our equipment). Keep in mind that everything we use needs to be as close to the house as possible and our workers need access to a grounded electrical source in order to run their equipment. Please ensure all pets and animals are properly secured.
  We will attempt to protect the surface of your driveway, although minor scratches or cracks may occur.
  

  The customers initials next to this section indicate their understanding and acceptance of these terms at the time of signing.
  Regarding the customers comment about dumpster placement, our crews placed the equipment appropriately given site conditions and access requirements. Street placement is not always feasible due to city restrictions, space limitations, or safety concerns. We have no record of a written request or instruction from the customer specifying alternative placement. We respectfully maintain that the existing crack was known prior to the start of work, that driveway access was approved under the signed terms, and that no further action is required. DaBella considers this matter resolved.

• Initial Complaint

  Date:01/23/2025

  Type:Customer Service 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.

  Continue to ******* in our private neighborhood time and time again after being told to leave. Pushy aggressive salesman, make excuses and continue to trespass.

  

  Business Response

  Date: 01/24/2025

  Thank you for bringing this matter to our attention. DaBella is committed to conducting business in a respectful and professional manner, and the actions described are not in alignment with our values or practices.
  We take your feedback seriously and will address the concerns internally with our local sales office, to ensure this matter is resolved.  If you have any additional concerns or questions, please feel free to contact us at ************** (prompt 1).

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22850602
  
  I am rejecting this response because the business didn't even ask for my address. I need to speak with someone local and get local support confirming no more salesman on our private property.
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 01/30/2025

  Thank you for your response. Please note that the customer's full address and contact information were included in the original complaint, which allowed us to proceed with the necessary steps to address the issue. Additionally, we have placed the customer on our do-not-contact list for any future communications.  

• Initial Complaint

  Date:01/23/2025

  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 submitting a complaint on behalf of my elderly parents who had Dabella place new siding on their home and finished in mid November. None of the exterior attachments were replaced on the house after being advised by the installers that they would get everything placed back on the house which included electrical, HVAC and Dish and gutter downspout. The job lead (*******) stopped taking calls from them and also his "supervisor" after they finally told them that a check would be sent to reimburse the cost of re-attaching all the items to the house.I started to initiate a BBB complaint on their behalf on 1/2/2025 but noticed a message on the BBB complaint page to email customer service of ********************** prior to initiating a complaint so I emailed them first. I have received no response from Dabella but my parents received a check for $350.00 to reimburse any costs associated with reattaching items to the house.Dabella still has not provided an invoice for the work accomplished. I still have the email sent but it will not fit in the provided text box for the complaint.While Dabella has finally provided a check we have also requested an invoice for the job completed. Several full siding pieces were hauled away and not used and with no invoice they are unable to verify that the billing was done correctly. A 0% interest loan was provided as part of the project and my father was pressured to sign that all work was completed before any of this has actually been done. The gutter downspout is still laying in the yard and they have been repeatedly told that Dabella would send someone to re-attach it.The job number for Dabella is ******.

  

  Business Response

  Date: 01/24/2025

  Thank you for bringing this matter to our attention. Our local office and management team are thoroughly reviewing the details of the customer's feedback concerning their project. Once the review is complete, the local office will provide clarification and address the specific matters raised to ensure a resolution. For further assistance, please contact us directly at **************, prompt 1.

  Customer Answer

  Date: 02/07/2025

  Please reopen this matter, I do not accept the response from the business.  As the business has received the additional time to review the complaint they requested, I am expecting an immediate response.

  

  Business Response

  Date: 02/10/2025

  We wanted to follow up on your concern and clarify the resolution. The homeowners have been reimbursed based on the invoice provided for the electrical work. Additionally, we spoke with both homeowners separately, and they agreed that the additional funds could be used to hire a third party to complete the requested corrections, as this work was not part of DaBellas contracted scope. Based on this agreement, no further action is required. If you have any additional questions or concerns, please feel free to contact us at **************, prompt 1.

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22848766
  
  I am rejecting this response because: No invoice has been provided detailing the work completed which was part of the original complaint.
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 02/20/2025

  Attached is the handwritten letter of authorization from my mother, ***** ****** regarding Complaint ID ********.

  

  Business Response

  Date: 02/27/2025

  Thank you for bringing this matter to our attention. As requested, we have submitted two documents addressing the customer's concerns. No further action is required from DaBella to resolve this issue. If you have any additional questions or concerns please contact us at *****************************************

  

  Business Response

  Date: 02/27/2025

  Thank you for bringing this matter to our attention. As requested, we have submitted two documents addressing the customer's concerns. No further action is required from DaBella to resolve this issue. If you have any additional questions or concerns please contact us at *****************************************

  Customer Answer

  Date: 03/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable although reluctantly given and with a lack of professionalism (non-response at all levels until BBB involvement).
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:01/22/2025

  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.

  There are apparently nail holes from the roof into our ceiling and the run off from the new roof has been altered causing water to miss the gutter and hit the lower deck

  

  Business Response

  Date: 01/23/2025

  Thank you for bringing your concerns to our attention. We understand the frustration this may cause, and we want to assure the customer that we are addressing these concerns internally. The local office will be reaching out to the customer to discuss the next steps for resolution. We appreciate your patience as we work to resolve this matter promptly. If there are any additional requests or concerns please contact us ************** prompt 1. 

• Initial Complaint

  Date:01/20/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After responding to an internet inquiry "What I should expect to pay for a new roof in my area", I was contacted .the next day, 11/16/24, by *******

  

  Business Response

  Date: 01/22/2025

  Thank you for bringing your concerns to our attention. We want to assure the customer that we are actively working internally with our local office to address their concerns. The local office manager will be reaching out to them within the next ***** hours to discuss the next steps in resolving the matter. If you require any further assistance, please feel free to contact us at **************, prompt 1. We appreciate your patience and understanding as we work toward a resolution.
  

  Customer Answer

  Date: 01/26/2025

   
  Complaint: 22833176
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ********

  Customer Answer

  Date: 02/14/2025

  Dear ****

      I am writing in regard to a recent notification by BBB that my claim has been determined invalid..I am not too surprised because the BBB site is very confusing and not at all user friendly.//

     Our complaint is in regard to a new roof contracted by us to DaBella. We can say, foolishly,  that 11/18/2024 we signed this $50,000 contract based mostly on  5/6 hours of of lies, promises and intentional misrepresentation by two very congenial and friendly DaBella ****,  We believed them, and yes, we signed or initialed ******************************* fact, we later discovered we had signed two contracts - one for $50,000 for the new roof and another $8,000+ for new clog proof,50 year warranty gutters. We paid $12,500 down payment that day.

     I did not want work to start on the roof until the weather had settled some.  We were having significant rain storms and I did not want new roofing installed over wet underlayment.  We were assured that any work would not begin for at least 6-8 weeks and the job would be completed in 2-3 days. We were contacted  Friday 12/06/24 and told that roofing would be delivered Monday,12/09/24.  I reminded DaBella that I had requested my old roof not be torn off while it was raining.  I was informed that to delay installation would cost us another $14,000.  That was the "discount" we were given to not interrupt DaBella"s schedule.

     Black Diamond Roofing began work 12/10/24 - a dry day.  They skipped Wednesday-another dry day, then worked Thursday (raining) and Friday  until 2 hours after dark (7;15 pm) putting up sheet plastic and tarps, They skipped again Saturday but worked Sunday and finished the job on Wednesday, 12/17/24. Those fellas worked hard in bad conditions.  We do not care about the length of time it took them, they did good work.

   .  We did not see the roof was black until working day 3.  We had been very clear that we DID NOTwant a black roof, yet that is what we were getting.  Only two colors were offered-black or brown. DaBella **** had checked off black.and we signed it. We believe this was intentional .but we get it..We signed. No defense for the stupid. right? 

     However, at this time we saw the first section of a "finished" barge rafter on the gabled end.  NOT HARDLY!  It is an mgly black metal flashing about 4" wide covering most all of the facia board.  The flashing is wrinkled, wavy, and has gaps more than an inch from the facia. It just begs for yellow jacket and bat infestations.  There is no resemblance of a rafter cap.The roof DaBella promised to replace was a high definition asphalt shingle, architectural grade roof, including high lift ridge and barge rafter caps. That is what we had, that is what we showed and explained to the **** on their initial inspection, and that is what DaBella promised to replace.  It was an expensive roof, I know because I had that roof put on 20+ years ago and paid quite a bit extra for the architectural grade. It looked good!  That was the ONLY reason we consideded DaBella's over-priced bid to replace our roof.

      The roof is almost finished.  In spite of the color being black, the rest of the roof looks pretty good and with quality workmanship = EXCEPT for all barge rafters on all gabled ends. ( I've had it inspected by my grandson and at least 2 other licensed roofing contractors.)   Our roof has a really ugly piece 9of black metal flashing covering about 60% of the rafter face.. The old roof was an ***** Corning product (very good).  Apparently DaBella is under contract ( or **** ***** agreement) to use nothing but GAF products. DaBelloa's problem, *** does not produce a barge rafter cap product..  It's true, I contacted GAF.  DaBella claims using any other than GAFproducts will void any warranty on our roof.  Besides, the color would not match. Soo, DaBella has offered a couple totally unacceptable resolutions.  In both cases, I would have to buy paint and paint it myself or hire a painter every couple years to try to make ********* problem go away.  I am 75 yrs. old.  Our objective with a new roof was that I would NEVER have to get on the roof again or hire other people to do so

     Another hitch in our negotiations is the fact that the very day my wife and I first spotted the  ***** end  problem, I asked the contractor to stop work on the gable ends until I was able to contact DeBalla, . He had plenty of work to do without a work stoppage.  He agreed, partly because he knew what they were doing would not be acceptable.  I had three ******* phone numbers - one for each of the **** that had visited and one for the supposed regional manager. Not a single person would answer the phones or respond to left messages. Oddly, I was standing out in the driveway with ********************************** He was running the *************************** roofing crew.  HE got a phone call from someone at DaBella. I didn't.  They told him to ignore me and continue with the project.  He asked me what he should do.  I told him to follow DaBella's instructiions, they were his boss. I fully intended to deal with DaBella later.And I do. 

     I will leave it up to the BBB if you still consider my claim "invalid"..  To be honest, I really doubt third party intervention will settle this problem out of court.  If DaBella files a construction lien against our home,  I will consider that the first shot fired.

    

  

  Business Response

  Date: 03/04/2025

  Thank you for bringing this to our attention. DaBella has thoroughly addressed all concerns in accordance with the contract and has taken additional steps to accommodate the customers requests, demonstrating our commitment to quality service and customer satisfaction. Regarding the roof color, the customer selected the shingle color from provided samples, and the installed color matches the contract. While natural lighting may cause slight variations in appearance, the choice was made by the customer based on samples and reference photos. In terms of project delays and weather concerns, the contract states that installation timelines are weather-dependent.

  As part of the agreement, the customer accepted a mutually agreeable discount in exchange for scheduling flexibility, allowing DaBella to determine the installation date. When the customer later requested to delay the installation, they were informed that doing so would void the discount, as outlined in the contract. The customer was given the option to either proceed with the original schedule and keep the discount, or postpone the installation and pay the full contract price. The customer chose to move forward with the scheduled installation while retaining the discount.

  The customer was made aware of pricing prior to installation. The reported gaps stem from the home's original construction and were not part of DaBellas scope of work. Additionally, no payment was required until all agreed-upon corrections were completed to the customer's satisfaction. To maintain compliance with the Golden Pledge warranty the customer agreed to in the contract, ********************** strictly follows warranty guidelines by using GAF products. The customer inquired about changing the flashing color, and DaBella advised on available options, educating the customer that while painting is possible, it is not recommended for metal flashing. DaBella remains committed to transparency, professionalism, and delivering high-quality service while honoring the terms of our agreements. If you need further assistance please contact our customer service department at ************** prompt 1. 

• Initial Complaint

  Date:01/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2023 Dabella installed a new roof on our home at ********************************************. Our gutters at the time had Leafguard filters installed, which had cost over ***** dollars back in 2022. The Leafguard filters worked wonderfully well, until in 2024 during the rainy season I noticed the gutters overflowing at different spots around the roof. I requested ********* to send someone to look at the filters. Leafguard sent a fellow named ***** to look at the filters. He took pictures of what he had found, which was that the roof installers for Dabella had removed the filters then reinstalled them innappropriately. He took pictures of the filters, many of which were mangled and twisted and obviously no longer able to perform their function. I contacted the local manager for DaBella, ****** ***********, and he came over and looked at the pictures and agreed that Dabella was at fault for the damaged screens. He asked for the phone number of the Leafguard follks, and I provided him with the number for ******* ******, the installation manager for *********. ****** assured me he would call them. I have contacted ****** via text messages (he doesn't answer his phone and hi mailbox is always full) and he ignored me. Then I texted him that I would be filing this complaint and looking into taking DaBella to court. At that point he texted me and admitted he had done nothing but wanted me to give him another chance. That was 3 weeks ago. He has still not called the folks at Leafguard and is back to ignoring my calls and texts. I would like DaBella to do the right thing and pay for the Leafguard folks to come over and reair the damages they caused.

  

  Business Response

  Date: 01/21/2025

  Thank you for providing the details of your concern. We understand how this experience can cause frustration. After reviewing the situation thoroughly the local office will reach out to the customer within ***** hours to clarify and bring their request to resolution. If you would like to discuss this matter further or review the terms of your contract, please feel free to contact us at **************, option 1. We value your business and appreciate the opportunity to address your concerns.

  Customer Answer

  Date: 02/10/2025

  I filed a complaint against DaBella who put a new roof on my home but ruined my Leafguard gutter screens in the process. The made no offer to to do anything about it, so I reject their offer. Please reopen my complaint, thank you. 

  

  Business Response

  Date: 02/13/2025

  As of 02/12/25, the homeowner contacted DaBella. The local office manager returned the call but was unable to reach them. The homeowner has been advised to contact **********, the manufacturer, directly for assistance with their warranty claims. We have also informed them that DaBella does not service third-party products as it is beyond the scope of our labor warranty.
  If you have any further questions or concerns, please contact us at **************, prompt 1.
  

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22826296
  
  I am rejecting this response because: There has still been no communication from Leafguard that they have been contacted by DaBella and agreed to a plan to fix my Leafguard screens
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 03/05/2025

  Thanks, I have directly contacted Leafguard and they said that at first ****** *********** from Dabella seemed to be working with them but then claimed that had experienced a 'miscommunication' Which is what his behavior pattern has been from the beginning, agree, stall , stall, then claim there's been a miscommunication.

  
  

  

  Business Response

  Date: 03/14/2025

  Thank you for bringing this matter to our attention. We have made several attempts to contact the customer but have been unsuccessful in reaching them. The customer was informed that they would need to contact ********** directly to address their warranty claims. Please note, DaBella does not service third-party products once installation has been completed. Per our records, we were not contracted for any gutter work as part of the original roof installation in 2023.
  The customer is requesting for the General Manager to coordinate with a competitor to install new gutters and cover the associated costs, which is not part of our agreed-upon responsibilities.  We informed him that this request falls outside the terms of our agreement. If you need additional clarification or assistance, please contact us at ************** prompt 1.
  

  Customer Answer

  Date: 03/25/2025

  You keep trying to close this and say I haven't responded. I continually email you saying that the actions Dabella is taking are not satisfactory. Dabella says they don't service 3rd party items. Well they sure didn't hesitate to ruin them when they  removed them during their roofing installation! Then they haphazardly set the gutter guards back on top of the gutters. No mention was ever made during the roofing installation that the gutter guards were being touched AT ALL. They say 'We have made several attempts to contact the customer but have been unsuccessful in reaching them.' They have made no attempts AT ALL. They have my email, and have frequently texted me or called me in the past. They also say 'Per our records, we were not contracted for any gutter work as part of the original roof installation in 2023. Of course not! The gutter guards were FINE until DaBella roofers destroyed the while roofing the house! They are responsible for the damages and should accept that, which their General Manager ****** *********** did when I showed him the pictures of what the gutter guards look like now. At that time he said that he would see to it the gutter guards were reinstalled and 'cut a check' to Leafguard to cover the costs' He has reneged on this promise as he has on others. This case should remain open until DaBella takes the appropriate actions to see to it that the gutter guards are re-installed by Leafguard. 

  

  Business Response

  Date: 03/31/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that arbitration is necessary.

  Sincerely,

  ****** ********
  DaBella
  DaBella
  

  Customer Answer

  Date: 04/01/2025

  [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, and find that arbitration is necessary. The contractor had no contract to do anything with the gutter screens but still removed them without permission and did not make me aware of that fact, until I noticed my gutters overflowing in October 2024. I then contacted the folks that had installed the gutter screens and they discovered the damage and took several pictures. I believe DaBella is liable for whatever the cost may be to repair the screens and I would also like them to pay for an inspection of the gutters to ascertain whether additional damage was done beyond the destruction of the screens, Thank you

  Sincerely,

  ***** ******

• Initial Complaint

  Date:01/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dabella installed my mother s new shower and shortly after installation found that the shower is starting to detach from the ceiling, and the shower handle is not attached behind the wall, so it is separating from the wall.I contacted the company for my mother and on December 16 they asked for photos. They responded with stating that they were going to forward it to the local office that helped with the installation and that was on December *******. We have not heard anything further and the issue has not been *********** mom does not speak English well and they had her sign up for financing so we are not sure exactly the final amount that shehas spent but the original stated amount was ******.

  

  Business Response

  Date: 01/21/2025

  Thank you for bringing this matter to our attention. We have notified the local office and we are working internally to resolve this matter as quickly as possible for the customer.  The customer will be contacted within the next ***** hours with an update.  If you have any further questions or need additional assistance, please dont hesitate to reach out at **************, option 1.