Complaints

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• Initial Complaint

  Date:12/09/2022

  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.

  Asked for windows that open from the right to left. I was very clear with the sales rep in person twice and verified over text. I wanted them to match upstairs. From RIGHT to left. Company took a year and a half to complete project. I hired them to make my home safer for my kids and to make the two room qualified additional rooms to remove private mortgage insurance. Once complete, I was able to have 5 rooms in my house and my private mortgage insurance was then removed. While waiting for completion for a year and a half, I had to pay each month. As a courtesy I asked them to cover the digging costs. The sales rep assured me that if we placed an egress window on the side by the back gate it would be flush to the ground with a cover over it so someone could safely walk over it. Once the job was complete, they had to move my gate, the ***** are above ground making it a trip hazard and the walkway not walkable. We cant use the walkway to get a lawnmower out let alone safely walk around the ***** in an emergency. They replaced cement around ***** and with rock and sand surrounding it. I do. It think I should have to pay for windows I specifically asked to not have. Regarding the egress windows, the sales rep assured me I would get something that was nowhere near what I would have agreed to. I trusted this company and I feel they could not complete a job they took on. From permits, to engineers, to wait times, to lack of communication, it was an awful experience. I cried, I begged and I took control of trying to get the permits resolved. This company is requesting I pay the remainder of my bill, but I would like an advocate to help to determine what is fair. I do not believe I should pay for what I deliberately did not want. I truly feel like they ruined a portion of my house.

  

  Business Response

  Date: 12/20/2022

  We understand that this took a lot of time due to complete, however did get the windows not requiring a permit installed much earlier than the 2 final windows.

  There were several engineers that had backed out of the project after having the drawings for up to 2 months.

  We followed up with them almost daily to get updates.

  The windows appear to be installed correctly per the contract and measure forms.

  It is not typical to have some windows open a different direction on a home unless there is a vent or something restricting the access. 

  We did cover the digging cost which was nearly $2,000 for digging and removal of materials which we thought was a very good gesture given the time it was taken for something outside of our direct control.

  When we came out to get dimensions for drawings, we noted that we recommended a metal window well as it would take up much less space, however we were directed by you that you wanted to continue with a concrete window well which is much bulkier and thicker. 

  There would have been no cost to you to make the change and I believe several of your complaints could have been avoided.

  We did not pressure you to make the second payment which was required in the contract as another positive gesture.

  We are very sorry that you did not have a good experience, and would be happy to provide you with anymore information.

   

  Thanks,