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Business Profile

Bathroom Remodel

Rite Window of Aston
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Rite Window of Aston's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 21 total complaints in the last 3 years.
    • 4 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:09/08/2022

      Type:Order Issues
      Status:
      Answered
      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 for 2 bathroom remodels in May 2022 and was promised install within 60 - 75 days and here it is almost 120 days and no install. As a matter of fact, we get no contact from this company regarding updated schedules. We have contacted them and asked to cancel and return our deposit but were told to email the request. I was told by that representative that the email address was on the website and of course its not. I need your help to get this canceled and our substantial deposit refunded to us immediately.

      Business Response

      Date: 09/14/2022

      Dear ********,

      We are saddened that your experience has been less than a positive one. ****** has experienced the same supply chain issues that many other manufacturers have and are still experiencing, unfortunately those issues are outside of our control as we cannot install the products without the materials.

      I did review our file and I am sorry there seems to be some confusion over the cancelation process. Our team sent you an email with written instructions on September 8, 2022 after you expressed your desire to cancel the contract. I am attaching a copy of that email with this response for your records.

      While this is considered a late cancellation, I have spoken with the president of the company, and he has authorized a full refund of your deposit. We will however still need you to sigh the cancellation paperwork and return them to our offices either by mail, fax or email before the refund can be processed. I will have our team send out that package to you by mail and email as well to help speed up the process so your refund can be issued.
      I apologize for the inconvenience of this experience.

      Regards,
      Chuck C*******
      Director of Operations 

    • Initial Complaint

      Date:09/01/2022

      Type:Order Issues
      Status:
      Answered
      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 contracted with Home Smart Industries, LLC for a ****** Walk-In Bath on 10 March 2022. I needed to have this installed because my wife has a hard time getting in and out of a bath tub. Being as it has been almost six months and the company has not yet installed the Walk-In Bath I called them on 29 August 2022 to cancel the project. I received a letter from the President of Home Smart Industries and instead of giving me an update on the project he talked about I had 3 Days to cancel the contract and that he could charge me 30 per cent of the contract price to cancel. I know that there have been other complaints about this company and I wish I had read them before contracting with them. This obviously not a good company and I would not recommend them to anyone. I want a full refund of the $4,200.00 that I paid as a deposit.

      Business Response

      Date: 09/14/2022

      Dear ******************,

      We have received your complaint regarding the contract you entered into for the installation of a ****** ******** Shower. I can certainly understand the frustration associated with the delays many of us have experienced.  The impacts we have all faced during these last few years with the many supply chain issues experienced by Kohler and many other manufacturers around the world have certainly created must frustration. Many of our customers, as well as many major manufacturers customer have felt the impacts of this world wide pandemic in ways never experienced before. I am sorry that you feel that this is a reflection of the kind of company we are.

      The letter was sent in response to your request to cancel the contract so naturally there was no update offered. As for the request to cancel your contract, while it may not be pleasant to be informed that you entered into a legally binding agreement that included protections for the company as well it is our desire to explain the implications of such a choice. Our notes indicate that within a week of your request we received the needed shipments and called to offer scheduling your installation.  

      If you do wish to continue forward we can get your installation schedule and complete your project which we would certainly prefer to do. On the other hand if you do still prefer to cancel the contract, it would be a late cancellation and the terms of the contract allow for the late cancellation provision of 30% of the contract which in this case is the majority of your deposit. I sincerely hope that you will allow us to complete your deposit but respect your choice either way.  
      We await your decision.

      Respectfully,

      Chuck C*********
      Director of Operations

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