Complaints

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:03/10/2025

  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.

  They installed a sunroom in 2007. In 2024 I contacted them regarding a window and the sliding glass door that were having issues with not sliding/opening/closing properly. In July their technician came out: he was able to fix the wheels on the window track but was unable to fix the door. In his removal and inspection of the door-in fact he caused the lock to become loose and not engage properly. He said the company would contact me re: possible repair or replacement as its an older model. After not hearing from them I called in early September but had to leave a message. I received a voicemail on September 4 from **** that Craft Built the manufacturer was to contact them by end of that week with how to resolve my door issue. I never received a call back. I left messages in December and January 2025. I finally spoke to **** who called me and he sent another technician *** on February 5, 2025 to inspect the door. *** told me the company would contact me. AGAIN-I still have not received a call with how this door issue will be resolved. I left a message for **** on March 6th with no return call. It is not a door that I can have some other new sliding door installed. This is their proprietary door which fits into their sunroom walls and floor tracks so I am held completely captive to their repair or replacement! This is 9 months of being put off and ignored, having a door that does not lock and is very difficult to open/close. I wish to file this formal complaint with BBB to obtain help to get a resolution to my situation. At this point, the only satisfactory resolution I see is that they install a new door immediately. Two technicians were unable to repair the door and in fact caused more damage to it.

  Customer Answer

  Date: 04/03/2025

  I wish to rescind this complaint.   The CEO contacted me and made the necessary repairs to my satisfaction.   Please close this complaint as resolved 

  Customer Answer

  Date: 04/03/2025

  Re:  Complaint ID  ********; BetterLiving Mid-Atlantic Sunrooms
  
  I wish to have this complaint closed as being satisfied by the customer. The CEO contacted me and has since sent a repair man to the house and made the necessary repairs to my satisfaction. I would like it to have a positive resolution showing that the company, then acted in very good faith to provide the repair and customer service that was lacking prior to my complaint .  
  
  Thank you,
  ******* ********

• Initial Complaint

  Date:12/04/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to complain about Better Living Sunrooms. I had some issues with the contract itself and the pressure tactics to get me to just and not have the opportunity to read and fully understand the contract terms. When I would ask that they just leave the contract for reviewing, I'd give a barrage of questions directed at me. All questions regarding why I can't just sign the ************, after some back and forth I sent them a final cancellation notice within the 3 day attorney review period.I got calls from the CEO Mr ******** and someone who identified himself as the area manager **** *****.I felt all this pressure to sign unsettlingly.There were some things they stated they were willing to change in the contract.However, I wanted the contract rewritten to present a balanced representation of what they were agreeing to change. The new revisions seem to conflict with the old language they were writing in the revision to reinstate and new statements they were making.There were multiply conflicting dates.However, their attempts to rush this project eventually eroded my trust. It's upsetting how imbalanced the contract is and their refusal to rewrite the contract so the conflicting dates and terms are eliminated.Also, I had no access to all the forms and information I needed to review, because I was unable to access their app. The initial salesman stated the android version of the app does not work now and is under revision. I did not get access to the app and the forms until **** ***** visited me on 11/21/24. Also on 11/21/2024 Mr ***** agreed to cancel all prior contracts, because he was attempting to have me sign another contract. Which I refused to do.I again reiterated I don't like the way they have their contracts set up. He wanted me to sign a form stating to cancel the prior contract but yet reinstate it with changes.I told him I feel strongly it does not make sense the way these forms are set up.

  Business Response

  Date: 12/28/2024

  Dear *********************,
  
  AtBetterliving Sunrooms, we are committed to delivering exceptional service and the highest quality products. We have built our reputation on trust, transparency, and customersatisfaction. We regretthat Ms. ****** feels dissatisfied,and we remain committed to addressing concerns fairly and reasonably. However, it is important to address the inaccuracies in Ms. ******** claims and provide a clear understanding of the situation.
  
  
  Legal Position
  
  Ms. ****** is now in breachof her contractual obligations, as she has not adhered to the cancellation requirements or her commitments under the agreement. Despite our willingness to go above and
  beyond-including offering significant upgrades at no cost-we have exhausted all options to resolve this matter without pursuing legal action. I. Exhaustion of Resolution Options
  Despite our good-faith efforts, including significant concessions, Ms. ****** falsely claimed to have canceled her contract after it became clear that we could not continue to provide additional accommodations beyond what was already agreed upon.
  
  Failure to Provide Proof of Cancellation
  
  Betterliving Sunrooms has not received a valid cancellation notice, as Federal and New Jersey state laws require. Specifically:
  
  Ms. ****** was provided with the Federal Three-Day Cancellation Form and the New Jersey Cancellation Form at the time of the original sale.
  As required under New Jersey law, these cancellation forms were also provided with every additional change order Ms. ****** voluntarily signed, including another Three-Day Cancellation Form.
  To date, Ms. ****** has not provided proof of timely cancellation, such as a **** receipt, as required to validate her claim.
  
  For your records, attached are the contractual documents that were provided to Ms. ****** at the point of sale, along with digital date and time stamps of receipt, which contradict Ms. ******** claim.
  
  
  
  
  
  Acknowledgment of Contractual Obligations
  
  During the federally protected cancellation period, Ms. ****** met with our ProjectManager to thoroughly review the project. At this meeting:
  
  She did not cancel the contract.
  She signed a Change Order Agreement, adding premium upgrades and additional work. (At this time, another Three-Day Cancellation Form was also provided.)
  She signed the Site Inspection Completion Checklist, which confirms:
  Review and receipt of the contractual documents and scope of work.
  Her acknowledgment of the project details, job schedule, and responsibilities.
  
  These signed actions clearly demonstrate Ms. ******** acceptance and understanding of the contract and project scope.
  Commitment to Customer Satisfaction
  
  Our team has made every effort to address Ms. ******** concerns, including offering several premium upgrades at no cost, valued at thousands of dollars. These upgrades were provided in good faith to ensure her satisfaction.Additionally:
  
  Ms. ****** met with our General Operations Manager and General Manager twice over two weeks at her residence.
  She engaged in multiple discussions with the President of our company to clarify her concerns and ensure her comfort with the project.
  
  These interactions demonstrate our ongoing commitment to transparency and customer satisfaction.
  
  ******************** Policy and Misuse of Platform
  It is our understanding that the Better Business Bureau's policy states complaints involving clear legal disputes fall outside the scope of this forum. Given the facts outlined above, it appears that this complaint may be an attempt to bypass contractual obligations, and we respectfully request that the BBB remove it in accordance with policy.
  
  
  
  
  Moving Forward

  
  Betterliving Sunrooms remains fully committed to workingwith Ms. ****** to resolvethis matter to her satisfaction within the obligations of the contract. We believe that fairness for all parties can be achieved by adhering to the terms of theagreement and the protections provided under federal and state law.
  We appreciate the opportunity to clarify these details and reaffirm our commitment to ethical, transparent, and professional practices.
  Sincerely, ****** ****
  
  Customer Service Manager ********************** Where Life Happens

  Business Response

  Date: 01/10/2025

  Thank you for the update. Following our discussion with *******, we remain fully committed to responsibly addressing this matter. Ms. ****** reached out to us subsequent to her complaint and verified that she did not send a Notice of Cancellation. We made efforts to amicably resolve the situation by proposing a solution, which she unfortunately did not accept. Enclosed is a copy of the follow-up letter we sent to Ms. ****** for your records. We are still awaiting her response.

  At this point we would again ask for the complaint to be removed considering the circumstances. 

  Thank you

  
  

• Initial Complaint

  Date:12/21/2023

  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.

  1. March 2023-Entered into contract to build 2 sunrooms. Was promised by salesman Trex steps were to be installed on both sunrooms. Only got them on one sunroom(and shoddy at that).2. Ultimately, I was forced to use another contractor, purchase more materials and finish the job at an expense of $5,000.3. One sunroom continues to leak. I have no confidence Better Living can fix the problem given they have tried several times before. Again this is an out of pocket expense. 4. The below is the review and litany of complaints with this disreputable company. Recommending the BBB alert the public to avoid others being scammed.I wish my experience with BetterLiving Sunrooms was like those who rated this company a 5(they must be talking about a different Better Living Sunrooms?). I would echo the rating provided by one reviewer as a negative figure if the scale allowed such.At the beginning of the process the slick salespeople provide pictures of great looking sunrooms. They tell you about the efficiency and quality of the company, its work, their 50-year warranty and theyve been in business for 60 years(frankly, I find that hard to believe now), blah blah blah, but the reality is much different. Look at my sunroom pictures compared to the slick advertising photos.When I discussed the project with the salesperson, I harped on the fact that I did not want to stain wooden stairs and would rather have Trex stairs installed. I was assured repeatedly(because I asked repeatedly) about the stairs being Trex. He told me repeatedly; I would get the Trex stairs. When the materials arrived, no Trex was included. Wood for steps was delivered. When I discussed this with the owner, ****, he told me no steps were supposed to be installed in the first place because steps were not in the contract. He wanted the wood returned. However, the drawing submitted to the township by Better Living indicated steps and the township approved the drawing(the drawing also indicated a sliding exit door which was installed. Who would install a door with no steps?- A door to nowhere!) The deck is 8 feet off the ground and there would be no separate exit. The township would never approve no steps(steps were there with the prior existing deck Better Living tore down). **** and another employee kept telling me the drawing identified the door/steps only to satisfy the township, (whatever that means). However, I was told by an employee of Better Living to review, sign and approve the drawing(which showed steps) before it was sent to the township. Why have me sign the drawing with steps for submission to the township if no steps were supposed to be installed?? In the end I got no steps. The building inspector told me the township expected steps to be installed. The building inspector told me that the plans would not have been approved without steps. Clearly the steps were contracted for as the drawing identified steps. I know what the salesperson told me. He promised me Trex steps over and over, which I never received and never received the wood steps. Then Better Living wanted to install the wood steps for free even though, not in the contract as they claimed. They were doing me no favors. I told them no, thats not what the salesperson told me would be installed and thats not what I wanted. A Better Living employee felt sorry for me and told me he would do the Trex steps because he said, Better Living makes promises to customers just to get the sale. I purchased the Trex materials as he told me to do. He started and never finished. I had to hire someone else to install the Trex steps I originally was promised by Better Living and purchase additional materials. The entire cost was an additional $5,000. The new contractor also had to correct deficiencies in the existing Better Living construction. I was lied to by Better Living from start to end about the steps.The sunroom was useless for over 6 months as the project started June 4 and did not end for me until December 10. (Better Living said the project was complete as of June 30 after the final panel was installed. However, without steps the sunroom was essentially useless). Everything was haphazard. ***** would show up one day then I would not have anyone come for a week or more. Construction materials(new and old) were strewn all over the yard for over 5 months. They used the existing deck frame with slight modifications and additional posts. The sub flooring was easy to install, and the sunroom came in panels which were easily installed. It was not a complicated process that should take months. I would inquire when/if someone is coming out and would usually get the runaround or no response at all. I would be told someone would show up on a certain day and no one showed, tying me up the entire day for nothing. They showed up when they felt like it regardless of the hardships imposed on our family. Then there were leaks which had to be repeatedly addressed(including to the original house when workers negligently left a gutter open which rainwater got into the basement). The multiple repairs performed by Better Living have not corrected the leaks. As I write this in December of 2023, I have a contractor out to correct another leak and the poor quality of work by Better Living. At least I know the hired contractor will do the job correctly. The roofline on the existing house looks terrible. The guttering is cut out around the sunrooms horribly with parts left in short sections. Where the sunroom meets the house also looks to me to be of questionable quality(thats why it leaked after the first rain). I have been told by other contractors that the workmanship is ******, shoddy and of poor quality. The sunroom pictures shown by the company show fully capped facia boards all around the room and fully capped posts. However, instead, I was told, when the work began, that the capping only goes down a few inches from the top of the outside boards leaving the remainder of the board exposed. No capping of the posts. Who caps a board a few inches and leaves the remainder exposed? Photos dont lie. (see the uncapped wood and roofline/gutter). One side of the old deck, the original board is exposed. You wont see this in Betterliving sunroom photos. Ill need to hire someone to check and repair the roof/gutter areas and do the proper capping.In my opinion, Better Livings only concern is to slap up the sunroom as quickly as possible without any regard to quality and existing property. They cut corners, provide poor workmanship and frankly provide a substandard product all around. I had to correct and repair damages to my patio left behind as well. Its funny, how they always found someone to come out promptly to get their payment. No delays there. My mistake was that I paid for the room according to the contract which front loaded the payments before the job was completed. I should have paid 1/3s as the job progressed. They had their money so they could care less about my job. They jerked me around for months. The township building inspector got involved and indicated he would deny any Betterliving projects in the township until my project was completed and now will look closely at any future projects of theirs in the future. This was definitely the WORST experience I ever had with a contractor(the instances noted here are only a couple of the low lights) . Unfortunately for me, I did not check out the online reviews believing this was a company with a solid reputation. Was I mistaken! Horrible experience from a horrible company. Considering my experience, think long and hard before you hire Better Living for your sunroom. Avoid the aggravation, expense of an overpriced, substandard, poor quality, Better Living sunroom. Find someone else!

  Customer Answer

  Date: 01/04/2024

  I am seeking restitution for the failure of the company to install the Trex steps as originally promised. My estimate for the cost was $5,000. 

  I also filed a review on ****** which prompted the company to send a representative out to fix the roof line which was also poorly constructed by the first crew. So the company has apparently resolved this issue. 

  However, I had to pay out of pocket the estimated $5,000 for the Trex steps. As of now they have not indicated to me they will pay for my out of pocket expense for the steps which I want to be reimbursed for.

  if it were not for the ****** review, the company would never have responded to me. I am hoping the BBB can provide further assistance in regards to the cost of the steps. 

  If you should require any further information, please let me know. 

  Thank you.

  Customer Answer

  Date: 02/06/2024

  The company has corrected the substandard roof line and corrected the various other poor quality parts of the job(as admitted to by the representative who came out to view the job).

  My major concern remains the failure by the firm to follow through on what the salesman promised me over and over again which was **** steps for the sunroom. I had to get another contractor to do the job. Based on materials and labor this cost was approximately $5,000.

  This was my main complaint as filed with the BBB.

  The sales practices of this firm are deceptive. I believe I was deceived on the failure by this firm to provide the Trex steps which the salesman repeatedly promised me would be installed. Another of the company employees indicated to me that the Better Living sales personnel say anything to get the sale. 

  Again, I am seeking the $5,000 out of pocket cost of installing Trex steps which I was promised by Better Living Sunrooms salesman.

   

  Thank you

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

   

   

   

  Customer Answer

  Date: 03/11/2024

  Please see contract documents including the rendering/blueprint for the sunroom in question. Note the inclusion of steps in the drawing. The room is 8 feet off the ground.

  Initially, the company owner denied steps were included in the contract. Then told me the steps were only shown in the drawing to "satisfy the township" (whatever that means. The township signed off on the drawing for steps).

  Finally, wood step materials were delivered, however, this was not what the salesman promised me . He swore to me Trex step materials would be installed. After months of haggle and failure by the company to make good, I had to hire someone else to fulfill the Trex steps requirement the company failed to deliver costing me an additional $5,000.  

  Business Response

  Date: 04/30/2024

  see attachment 

  Customer Answer

  Date: 04/30/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21041777
  
  I am rejecting this response because the ** certificate issued by the township provided here by Better Living Sunrooms would never have been issued if I did not spend the extra $5,000 to install the steps from the sunroom to the ground.

  The steps were identified in the drawing submitted to the township by Better Living Sunrooms, but the steps were never constructed by Better Living Sunrooms as contracted for.

  Moreover, the steps which the salesman promised to me over and over again in making the sale were Trex steps. These were not provided by Better Living Sunrooms.  I had to have the steps installed and paid for them.
  

  The bottom line is Better Living Sunrooms created a mess with these steps, costing me $5,000, months of inaction and delay on Better Living Sunrooms part. It took nearly 1 year before the ** certificate was issued because of the failure to install the steps by Better Living Sunrooms. 

  Better Living Sunrooms response with the ** certificate is deceptive because it was through no action on their part that the ** was issued. Were it not for me having to spend the additional $5,000 to install the Trex steps promised by Better Living Sunrooms the ** would never have been issued by the township(as the township had a drawing provided by Better Living Sunrooms showing steps which the Township approved in order to ***** the building permit).

  This also does not negate the fact that there were leaks and roofline problems created by Better Living Sunrooms which at least were partially addressed. 

  I reject Better Living Sunrooms response of providing the ** to make it appear they fulfilled their end of the contract when in fact I had to spend the additional $5,000 to have someone else install the Trex steps.
  
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 05/09/2024

  I am extremely disappointed that the BBB let this company off the hook so easily given the extent of the problems and the relative lack of any clear and reasonable response from Better Living Sunrooms. The ** certificate would never have been issued by the township if I did not spend the extra $5,000 to install steps. 

  I would appreciate it if the BBB would let the public know that this firm is not very reliable or trustworthy. Hopefully, the BBB will provide a negative rating on this firm to warn other potential individuals to be on guard and check everything thoroughly before they enter into any contract with Better Living Sunrooms so they do not get stuck as I did.

  Thank you for your assistance.
  

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