Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:03/18/2025
Type: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.
Carolina Home Exterior was contracted to enclose a porch with windows and a door. They completed the job but there were problems. The door and most of the windows had scratches and several frame pieces needed to be replaced. They came back and replaced the door, several windows, and frame pieces. However, the new door has a **** in the glass, two new frame pieces have damage, and one window could not be replaced. The frame was damaged by the first ********** ****** came out, said they would get us another door and order a new frame. Since he was here we found more damage to the frame. Weve tried several times to get an update and have someone look at the damage, but no luck.
Business Response
Date: 03/28/2025
We understand how important it is to have this resolved in a timely manner, and we appreciate your patience as we coordinate with the *************** was realized that some of the materials provided by the manufacturer had scratches in the glass which unfortunately impacted the quality of the final installation.We are pleased to report that the materials are scheduled for delivery next week. Our team will ensure that the installation is completed to your satisfaction and the glass industry standards. If you have any further questions or concerns, please dont hesitate to reach out to us directly at ************.Customer Answer
Date: 03/31/2025
Complaint: 23082498
I am rejecting this response because: there is still addition work to be done after the new door is installed. There are further scratches to another window. The quality of the product and workmanship is substandard The companies owner called me once had made no attempt to call me again or come out and see the mess. Ive been waiting 6 months for this job to be complete.
Sincerely,
******* ******Business Response
Date: 04/07/2025
The company was on site last week and will be back this week to address workmanship concerns. We have reached out to the glass manufacturer to verify window panes conform to ASTM C 1036 Standards and Specifications for flat glass and industry visual inspection guidelines.Customer Answer
Date: 04/07/2025
Complaint: 23082498
I am rejecting this response because:
The company came out on 4/4/25 to reinstall windows. One was installed crooked, one sliding window does not close and cannot lock, and theres a gap under the door.
Sincerely,
******* ******Business Response
Date: 04/14/2025
At an on-site visit today, the customer acknowledges all workmanship concerns have been completed. Two windows have been ordered that will be replaced under the manufacturers warranty. Expedited delivery is expected in 2-3 weeks.Customer Answer
Date: 04/15/2025
Complaint: 23082498
I am rejecting this response because: The team came out as indicated however the two slider windows wouldnt lock, one window was found to have scratchesagain. So now four windows on order and another estimated four weeks. To date, six visits for a simple job and counting.
Sincerely,
******* ******
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