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:02/26/2025

  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 own a winery called Sparkling Ponds Winery in ******, ********. I contracted this construction service, it was supposed to be a two-week construction work started on January 2, 2025, installing a new door and three windows. On January 6, 4 days after the completion, the door started leaking, and water came into the property due to door defection ( I attached photos regarding leaking)Rather than trying to fix the door, the construction company asked my own employee to contact the door manufacturer and coordinating with them directly, however, pursuant to the contract, they are responsible for the entire project ( including the door installation) Even worse, after they completed, they left my fire and bulgur alarms both non functional for two month, as date of February 25, 2025 . Eventually I couldn't stand, I called the construction team and complained on February 25 to report this issue due to misconduct. On February 26, the construction team showed up on my property unannounced; entering to my property without my consent trying to install a new alarm, as they couldn't fix the alarms they disabled. However, my current alarm is bundled and associated with a different vendor, they can't just switch without informing me ( I attached the email regarding trans passing ) .I am afraid they will show up again/ trans passing my property, and hopefully we can resolve this soon .

  Business Response

  Date: 03/05/2025

  Thank you for sharing your concerns about our work and your experience with our company. Your feedback helps us understand the situation and work to improve our services. There are a few things in the statement that I want to address. ** did in fact complete the work quickly and professionally and within the timeline. There were two challenges that we faced. The first was that there was a manufacturers defect in the door that was unknown until it rained. ** inspected the door quickly and determined the defect. ** know from experience that any attempt to repair a new door can lead to permanent damage to the door,potentially voiding the warranty, and causing greater difficulty for the manufacturers repair technician. The leak was from an inner seal and could only be corrected by the manufacturer. Regarding the statement about having your employee contact the rep. ** apologize for the inconvenience; however we were not trying to place the burden on your team member. ** made all the initial contact with the manufacturer and gave them all the necessary information. Per the manufacturers request, they asked to speak with an employee of the winery who could schedule a convenient day and time to unlock the door and allow them access to the interior and exterior. The second issue we faced is that even though we were not contracted for any work on the alarm system, we gave our best effort to salvage the parts. ** were able to re-install an existing motion detector, however the sensor on the old door would not come off and was not re-usable. Out of our own pocket, we placed an order for the sensor and had to wait for its arrival. In hindsight, we wish we had you or someone from the winery contact your alarm company to install a new sensor, rather than us doing something that we are not familiar with. Once the part arrived, we rushed out there to get it installed and unfortunately, it was not the right part. It was at the point that we were accused of trespassing. ** apologize for this appearance,however it was only our desire to quickly remedy the alarm situation. ** corresponded immediately following this and initially planned to order another part, but then followed up and suggested to have the alarm company install the part and agreed to pay for that cost.
  
  It is always our desire to conduct ourselves professionally. ** have sought to communicate and respond to all issues in this manner. ** are truly sorry about the manufacturers defect and the issue with the unusable door alarm, as I am sure that it has been frustrating and stressful.  I understand that you are requesting $3,000 compensation for these issues and are currently withholding $6,594.89 for the final payment on the project. It is our desire to come to an amicable agreement on this matter, as we have appreciated your business and working for you on your past projects.  Please contact us and let us know the cost of the alarm part and how we can settle this matter. Again, our sincere apologies for the frustrations that you have experienced. 

  Customer Answer

  Date: 03/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  1. After I filed the compliant, I learned the construction team disabled the fire alarm and security alarm on the commercial premise without informing me ( business owner) or any of my staff. Potentially, it is violated ************************************ (**** 72) and the Pennsylvania Uniform Construction Code (UCC) , and left my entire security system off for 2 months- as date of today 3/5/2025. 

  2. When I called the construction company and tried to confirm with them. They showed up unannounced  the next day again without informing me, instead they called my employees directly, asking my employees to show up immediately to open the door for them ( again additional labor, gas incurred without checking with me in advance ) . 

  3. The defective door- it is contractor's responsibility to check the quality before installing it. The construction company instead asking my employees to contact their subcontractor directly, keep trying to avoid the responsibilities .

   

   

   

   

  
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:04/30/2024

  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 writing to formally lodge a complaint against DBC Remodeling and Construction in Erie, PA, regarding an ongoing issue with a leaking slider window in a sunroom they built and installed end of November 2020. Despite multiple attempts to rectify the situation, the window continues to leak, causing water to accumulate on the floor. To mitigate the damage, I have resorted to using puppy pads to catch the water.
  
  The leaking may have started immediately and not detected as a portion of the Luxury Vinyl Tiles underside feels soft/lifted and residue is visible where tiles meet.
  
  The sunroom/covered porch/painting project was a significant investment ($100,000+). The persistent leakage has not only compromised the functionality of the room but has also caused undue stress and inconvenience, not to mention the fear of mold and mildew and a health issue.
  
  I have reached out to DBC on numerous occasions to address the issue, and while they have made several attempts to fix the problem, none of their solutions have been successful. Therefore, is it possible the window or frame or unit is defective? The weep holes and/or channels that release the water appear to be not properly draining and the overflow leaks inside the sunroom, causing water damage.
  
  I've been patient and tried to work with the builder to resolve. On 4/4/2024 I sent another photo of the leak to DBC, then followed up 4/21/24. Now the owner, Doug Bierer regretted to inform me that they are unable to assist with this matter as we are outside of their warranty workmanship period for this project. However, this issue has been ongoing for years.
  
  At this time I have no recourse to rectify this situation as they are the only contractors certified in building these types of sunrooms. As a widowed senior, I am stuck with a leaking window for the life of this relatively new and expensive sunroom.
  
  I appreciate your attention to this matter and any help you can provide to rectify my dilemma.
  
  Thank you.

  Business Response

  Date: 05/02/2024

  We understand the importance of maintaining your sunroom
  in optimal condition to ensure your continued enjoyment. While we appreciate
  your bringing this issue to our attention, it's important to note that you
  notified us of the problem more than two years after the expiration of our
  labor warranty. Nonetheless, we are willing to address the issue and determine
  whether there is a manufacturer’s defect. If such a defect is identified, the
  necessary parts will be provided to you at no charge. However, as we are
  outside of the labor warranty period, we will need to invoice for any labor
  required to fix the issue. It's worth mentioning that we have previously
  addressed this issue at no cost on March 26th, 2024, even though it was more than two years past warranty
  period at that time.
  
  Regarding the floor bubbling concern, we documented
  during our last visit that the temperature was 42 degrees, yet you have chosen not to heat your sunroom, despite it having a heating unit and
  being a four-season room. It's important to understand that like any other
  space in your home, products such as flooring, drywall, paint, wood tongue and
  groove ceiling, and subfloor underlayment are all susceptible to damage if
  exposed to unconditioned environments. 
  
  To ensure that we properly assess the situation, we are willing
  to conduct a free evaluation on Monday, May 6th at the appointment that
  we set up with you. If it is determined that there is indeed a manufacturer’s
  defect, the necessary parts will be provided to you at no charge. However, any
  labor required to address the issue will need to be invoiced, as we are beyond
  the labor warranty period.
  
  Thank you for your understanding.

  Customer Answer

  Date: 05/05/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this is pending.  For your reference, details of the offer I reviewed appear below.
  
  
  It was my desire to have a high quality, lasting addition. The investment was substantial. The leak was communicated to DBC when noticed. Unfortunately, 2-1/2 months they finished installing the outdoor shades on the new porch, there was a water leak the whole width of the inside plaster of my family room where the porch roof tied into the home. That dreadful problem consumed my life and took 8 months of considerable time and effort to identify and correct... consulting with experts such as Leaf Filter, Erie Insurance, and various experienced roofers. It was determined wrong roofing materials were used. Asphalt shingles should not be installed on a roof pitch less than 2/12. The porch/sunroom drawing also indicates the porch roof is 1.25/12 pitch. 
  Regarding the sunroom, I have heated the room. On March 26, the day another weep hole was drilled on the window frame, Erie's temperature high was 51°-52°, very pleasant that time of year. 
  Friends of mine have a second story unheated 3 seasons decked sunroom and they do not have any issues. 
  I also am aware my problem is not unique; there are other clients of DBC  that experienced leaking slider windows. I'm not the only one experiencing a lemon.
  
  Has a consultation with Better Living, the manufacturer of this sunroom been appraised of these flaws? There is a warranty on their sunrooms.
  
  I look forward to another evaluation on Monday, May 6 and hopefully get to the root cause of this ongoing problem.
  
  Thank you.
  
  
  
  Regards,
  
  ******** *********

  Business Response

  Date: 05/13/2024

  On May 7th, a team of four highly experienced members of our
  company visited your residence to evaluate the reported issue with the window.
  We conducted a thorough test by spraying the window and the surrounding
  structure with a high-flow hose for a duration of 30 minutes, totaling roughly
  100 gallons of water at a significantly high pressure. Despite our efforts, we
  were unable to replicate the leak as it was explained to us.

  
  While spraying, we paid particular attention to the window
  tracks, as you mentioned a concern about them overflowing during rainfall.
  However, we found that they drained clear and were capable of handling the high
  flow rate with ease.

  
  After an extensive evaluation, we were able to force a few
  drips on the inside of the window when spraying at an upward angle, from an
  extremely close distance (6”-10” away), and at full pressure. We want to
  emphasize that this level of water pressure and volume, combined with such an
  unusual angle, is beyond what a residential window is designed to withstand. It
  would require an act of God or a perfect storm scenario to produce a similar
  result. We removed the window and found that at the very top of the window
  there was a section of the weatherstrip that was short and could be addressed
  to improve the situation.

  
  To address this concern, we have come to the mutual
  agreement to replace the weather stripping on the window at no charge, as a
  good faith effort. We have initiated the process with our supplier, and once
  the new weather stripping arrives, we will promptly schedule its installation.
  We explained that this process will take approximately 2-3 weeks, and all
  parties are in agreement on this resolution effort.

  
  In the meantime, we kindly ask that you keep us informed and
  provide photo documentation of any further leaks you may observe, so we can
  gain a better understanding of how the water may be appearing. 

  Customer Answer

  Date: 05/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  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 this resolution (install new weather stripping on the pair of windows) is satisfactory to me. 

  As discussed, I will continue to record any further water leak issues. 
  
  
  
  Regards,
  
  
  ******** *********

• Initial Complaint

  Date:09/28/2022

  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 had DBC work on 3 house remodeling/repair projects. They all had either unsatisfactory work or I was not refunded for work that did not occur. DBC has done great work for me before so I assume this is just a glitch in their usually high level of service which I know can happen. Unfortunately repeated calls and texts to various team members and even the owner have not resulted in any resolution.
  1. Soffit repair - they repaired 20 feet of soffit but charged me $2977 up front to do the full house perimeter soffit. They indicated they would refund any work not needed. The team was already here working on a wall removal and they were able to reuse my existing soffit material. 20 feet out of 168 total feet is 12%. 12% of the full amount is $358 so I am asking for a refund of $2619 ($2977-$358). They only offered me around $1400 in refund.
  2. Wall removal - they removed a portion of a wall as requesed but just left it unprimed and missing the floor base trim. I paid $4482 for that assuming it was a load bearing wall. We discovered that it was not load bearing so the work required was less. I primed the wall myself. I am only asking that they return to install the floor trim pieces so it looks like a professional job. Since I overpaid for the work, it seems like a fair compromise.
  3. Basement waterproofing - I paid around $10,400 for basement waterproofing. The perimeter drain system works but there are wet spots in the center of the floor. They came over and globbed some cement on top of 2 of the spots. While that may have solved the wet spot issue for those two places, now I cannot install flooring in the basement as the patch job is above the floor surface. It will need to be removed first which will re-expose the wet spots. I need them to figure out why the basement is not fully waterproof and fix it properly and in a manner that will allow me to install a floating floor in the future.
  If they resolve these issues, I will may use them again in the future.

  Business Response

  Date: 10/25/2022

  “DBC is a company that deeply cares about our customers.  It is always our aim to improve their lives with professional work and a professional experience.  Regarding this situation, we are working hard to resolve any and all concerns.  We have sought to stay in contact with our customer and discovered there was an issue with an incorrect email that has now been resolved.  As the owner, I personally apologized for the mistaken billing and issued an additional credit, making his final balance $0.  I spoke with the homeowner on the phone, and we had a really good conversation.  He accepted the credit that was issued and agreed to a clear plan of resolution.” 
  
  
  Thank you,
  
  Doug

  Customer Answer

  Date: 11/02/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  Hello ********,
  I had not responded as the company has not yet addressed my concerns and I wanted to give them the opportunity to do so. My only response options were either I was satisfied or dis-satisfied with the company's response and they had not addressed my issue at that time. If you are able to re-open the case, that would be ideal but if not I will open another case. Thank you.

  
  Regards,
  ***** ****
  
  
  

  Customer Answer

  Date: 11/21/2022

  Hello ********,

  
  The business has now satisfactorily addressed my complaint and I would be happy to close this case. Please let me know what else I need to do to facilitate that closure and thank you very much for all of your assistance with this resolution.

  
  Regards,
  ***** ****