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:08/25/2023

  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.

  I contracted with Harley Exteriors in February. In April they came to install my windows. Eight of them. Upon installation it was determined that they had put a bathroom window in the bedroom. The installer told me they would be back in a few days to replace it. I called the office every week and never got a response. Another month goes by. The installers came out, five hours late and had the wrong window again. I called the office many times to resolve this. They came back on July 21. Again late. The installed the correct window but broke it while they were installing it. They left. I have called the office several times even asking to speak to the owner. To this date I have not received a call. I am very disappointed.

  

  Business Response

  Date: 08/29/2023

  We apologize the glass has been delayed. We now show the glass will be arriving in about a week or two. At that time we will contact the customer as soon as possible to schedule an installation date!

• Initial Complaint

  Date:07/20/2023

  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.

  Harley Exteriors Inc. (Harley) was hired in ******************************************************************* law. The work was started in August 2023. One of the locations could not be installed because when Harley was doing demolition they discovered a pipe. The contract does not have provisions for this. We decided not to have the window installed. Harley left the drywall around the window that was installed incomplete. The contract clearly describes the drywall work Harley agreed to do. Harley also put drywall over where the window could not be installed but they did not mud and smooth the area. Then Harley did not return calls for months. I called and left voicemails, I talked to receptionists and asked for physical notes to be left on peoples desks but did not received calls back. Finally in June 2023 they called to close out our bill and request our final payment for the remainder foo the work that was not completed. After taking with me Harley said they would send someone out on July 13th 2023 to finish the drywall and deliver the second window that we had purchased. They did not send someone who had the parts to fix the drywall and actually sent someone who does not do drywall. Harley had committed to send the window with the person and they did not. They also committed to sending an updated contract that showed a deduction in the cost of the work. Harley did not send one that contained the things we specifically talked about. The attached is a copy of the email I sent Harley on July 14th. I have received no response from Harley.

  

  Business Response

  Date: 07/28/2023

  We are looking into this and will have a better answer next week sometime.

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20350462
  
  I am rejecting this response because: Harley Exteriors only said they will review the issue. They need to commit to doing something about it.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/22/2023

  Were not finding anything in our database under the name ************************* with the address, phone number, or email provided. Please confirm what the name and address is that is written on the contract and we can access the account and look into these concerns for you.

  

  Business Response

  Date: 08/22/2023

  We were able to locate the account in question, which is under the last name ********. We have been in touch with the customer about the requested work. We had agreed to round the corners for the drywall around the windows, and we issued a refund for a window, as we updated the contract with an addendum to take it off. Weve already deducted that cost and on July 17th we had completed his service.

• Initial Complaint

  Date:07/13/2023

  Type:Product 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.

  On 10/31/2022, we signed a contract with Harley Exteriors to replace our gutters, and gave them a check deposit of $7644.00. When the subcontractors came on 1/2/2023 to install the gutters, they said it was impossible to proceed due to our built in awnings.In attempting to get our deposit returned, and after leaving countless messages throughout. January, I finally was able to speak with ***** in service on 2/2/23, who said she would pass the message on and expect a callback by 2/6/23 at the latest. Since no one returned my callor has EVER returned my call at any time, we enlisted the assistance of an attorney. He spoke with Harley representative on 2/23/2023, who agreed to send us the refund since the work had not been done.After waiting until 4/19/2023 without receiving the refund, I called and spoke with ***** who informed me that a refund was sent to us on 3/9/2023, and referred me to ******* in accounting who said that shed need to check with their bank and it would take a few days to sort it out. Its quite easy to ascertain whether a check has been processed or not, but I waited to hear back. It is now 7/13/2023, and we are still waiting to receive the refunddespite several more phone calls and messages left.We want our deposit of $7644. returned to us immediately as was promised.

  

  Business Response

  Date: 07/14/2023

  We issued a check on 3-9-23 but it was never deposited, so we will be cancelling that check and reissuing a new one soon to the customer.

• Initial Complaint

  Date:07/10/2023

  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.

  *** sent several emails & had phone calls to try to resolve unfinished work, structural damage issues, lack of inspection, & missing screens, plus zero paperwork validating windows Im paying for have the product name & insulating values Ive contracted for.People Ive been referred to reply that they no longer work for Harley Exteriors & give me an address from which I get no replies.Im not sure how to resolve this problem set when I get no replies after months of trying.Id appreciate some help getting these issues resolved so we can complete the contract.

  

  Business Response

  Date: 07/14/2023

  We will be sending our installer out to the customers house to do a walkthrough of all the issues and concerns and will take care of everything. We will be contacting the customer very soon to schedule a time.

  Customer Answer

  Date: 07/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution will be satisfactory to me, if & when the screens arrive & we can mutually agree that the terms of the contract have been fulfilled.

  So far, the communication with this company has been marginal & unsatisfactory.

  If & when the screens arrive & the inspection is complete, & all paperwork I need to get a rebate from the local power company is delivered, we can finish paying any balance due on our contract.

  Our email is: *****************

  My phone number is 360-631-1238NOT 1237.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/25/2023

  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.

  Significant communication problems with this company and no resolution for damage done to our home. ****** link for photos of damage. ******************************************* Our critical window measurement was scheduled for March 24th, and an hour before the scheduled time, I received a call that the worker could not make it. We rescheduled for March 25th, at 3:00 PM. At 4:16 PM I texted the number provided and asked if they had an estimated time of arrival for the window measurement. I did not receive a text back. At 4:49 PM, I called the same number and did not receive an answer. At 9:00 PM, I answered the door to the worker, asking if he could come inside to measure the windows. He questioned why I was in pajamas, and I said that he was supposed to be here at 3 pm, and it was late and I was getting ready to go to bed. He said we did not have an appointment at 3 pm. I explained that I could not let him in the house until I woke up my partner because I do not allow men in my home when I'm alone. He offered to come back on a different day and I explained that I had already taken two days off to have these windows measured and that he should measure them that day since he was already here. He proceeded to measure all the windows in the dark with his phone light.Significant damage to our home during window install on 5/11/23. Contractors broke one window and did not install a sliding screen as expected. Multiple phone call attempts and voicemails to business without resolution of the problem. Spoke to the senior project manager on on 5/24/23 and she stated that she would speak with the production manager to coordinate having the glass install and have the manager come to our home to assess the damage on 6/2/23. He came to that appointment 2.5 hours late and denied that he was instructed to send a crew or have the windows reinstalled that day. We have left voicemails for him and have not gotten any communication in the last 3.5 weeks about resolution.

  

  Business Response

  Date: 07/07/2023

  Our Senior Project Manager did a walk-through of the customers concerns and has ordered all the necessary parts. He will be contacting the customer to schedule a time to come out and fix all the issues soon.

  Customer Answer

  Date: 07/17/2023

  We have been contacted on July 12 by the company to let us know they do not know what happened to our window screen between the manufacturer and setting up an install date to fix the missing screen door that should have been placed on the original install date *** 11.
  
  However, since the manager came to inspect on June 2, that should have been enough time to even place a new order for a screen door, and at the very least, update us on the status of said order. The company states that the delay is due to a manufacturing bottleneck and that per their contract, they are not liable for the delay. This does not excuse the lack of communication or transparency regarding the issue. 
  
  I believe we have been forgotten or discarded as customers. There is a lack of communication: a company that has messed up on a project should be working hard to keep the trust of their customers and not ignore multiple calls. It should not be my responsibility to call multiple times a week to ask for a return call on their voicemail. 
  
  They have caused significant physical damage to our house and did attempt to schedule installation, but did not disclose the installation would be incomplete (still missing screen door) until we asked for clarification. Therefore an appointment for installation has not been made. It does not make sense to have them come out 2-3 times for separate installs if they do not have all the required components to finish the job. We have declined their offer to attempt to fix the damage done to our deck because of the stress and anxiety that the thought of the crew working on the deck instills. This does not excuse the physical damage done, or the emotional damage of having to live in a home that they have cosmetically destroyed, but we cannot take the risk that they will damage it further. 
  

  
  

• Initial Complaint

  Date:06/23/2023

  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.

  We had the company replace all our windows in the house. We have two bathrooms with windows. We opted to have them both be privacy glass so that we would not need blinds or curtains. Well the company only made one window with the privacy glass. When we asked about it they checked the paperwork and both windows were supposed to be privacy glass. So they told us they would have that window remade and they would replace it once it was ready. We are going on 9 months now and NO ONE WILL TALK TO US. My wife has called numerous times to see where we stand and they say someone will call us back or she is sent to the mangers voicemails. We are still waiting! We are sick of the lack of response. We understand it takes time to remake the window but if someone would just be in contact with us we would feel better.

  

  Business Response

  Date: 07/06/2023

  We have ordered the correct obscured glass window and will be contacting the customer to set up service once it arrives.

• Initial Complaint

  Date:06/15/2023

  Type:Sales and Advertising 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.

  *** BEWARE *** DO NOT BUY FROM THIS COMPANY I had a slick salesman named in my home 3 weeks ago and he convinced me into 9 vinyl window and a sliding patio door for 44 thousand dollars after all the discounts and price drops, I thought it was good so I signed his agreement. I gave ****** a downpayment check for 20k and put 2K on my credit card. Since he told me that I had to put 50% as a down payment. He left saying he would email the contract. Its been 3 weeks now and I still do not have anything, not even a brochure. I have no idea what the product is or any terms of agreement. I have called many times to cancel this agreement and get my money back as they have still not sent me the agreement or been out to measure windows and have not ordered anything as they do not have the measurements. I have called and spoke to this company at least 7 times, left messages and spoke to front desk woman and a sales woman who refused to let me speak to the sales manager, or owner. She told me that I would not be able to cancel. She said that the owner does not deal with customers, that they cannot give his contact info, number or his name, and the general manager will not talk to me , he is always too busy, or in meetings. I have left messages on his personal number every day for over a week now and still no call. Harley Exteriors has my money 22k with absolutely zero customer service and they refuse to talk to me. I also found out the average price for a white vinyl window is $1,500 not $4,400.00 each so they took advantage of me. They said to cancel the contract that I do not have, they will charge me a fee but will not tell me how much it is. The sales person also stated that the do all their own windows and that they are made in house. This is not true. I want to warn you all not to make the same mistake I have by trusting this company.DO NO ENGAGE WITH THIS COMPANY.. I now have to report to the ************************* What a horrible experience...

  

  Business Response

  Date: 06/23/2023

  Our sales reps all fill out the contracts on paper while in the house speaking with the customer, and they have a physical carbon copy. We give that copy to the customer in the house before leaving. The sales rep provided that copy to the customer before leaving the house. If another copy of the contract is needed we can send it again. We contacted the customer a while ago requesting to come out and get exact measurements so we can then get the windows ordered but we were not permitted to come out to measure and we were told she wants to cancel. We explained that the contract shows her signature to the agreed upon rates, she provided a down payment, and her signature is next to the cancellation deadline agreement and we never received a notice of cancellation within the allotted timeframe.

  Customer Answer

  Date: 06/23/2023

   
  Complaint: 20194028
  
  I am rejecting this response because the sales person did not leave a copy of the contract.  Once the check was cashed I was able to get the company name and I have called at least 15 times and have gotten the run around.   I was told that a project manager had not be assigned to my project.  Harley Exteriors in their comments back stated that they requested to come to my house to measure the windows and were not allowed.  That is not the case.  They have not called to come out.  When they finally called back they stated that if I wanted to cancel my contract they were going to keep all of the $22K deposit.  They stated that the windows are made in house and that is not the case.  Which is not what I was told.  This is a breach of the contract right there.  I also have since have had medical bills that and can no longer afford the windows.  Since none of the work has been done, I do not have a copy of the contract, the windows are not what I was told they were.  They are not made in house.  I was charged 3 times as much as they should be, and I have tried numerous times to get in touch with them to cancel this order for all the reasons stated.  Harley Exteriors has misrepresented what their product really is, I want a full refund.
  
  Sincerely,
  
  **************************

  

  Business Response

  Date: 06/30/2023

  The sales rep who was at the customers house has been with us for a long time and they are fully familiar with leaving a copy of the contract with every customer. They advised that they did in fact leave a copy for the customer, however, the customers project manager will be emailing a copy of the contract today since the customer says they dont have it. *****, the project manager, has tried calling the customer multiple times to try to setup critical measurements, as well as our sales manager to see if they can help with anything. We explain to all our customers that we have an exclusive window that only we sell and is made locally. We will continue to try to contact the customer to setup the critical measurements so that we can get the windows ordered, or please contact us so we can setup a time. Thank you.

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20194028
  
  I am rejecting this response because:  Harley Exteriors has flat out lied.  They have lied to me several times.  They have also flat out lied to the Better Business Bureau multiple times. If you pull up their company under the Better Business Bureau, you can see exactly what their customers have said they did and what the Company Response was.  There are over 10 complaints about Harley Exteriors within time frame over less than a year and half.  I don't know about you, but that sure seems like a lot of complants.  If you read the complaints the customers actually do state that Harley Exteriors flat out lied to them on more than one occasion to a majority of the customers that are making the complaints.  Then if you read the responses from Harley Exteriors to the complaints they flat out say that what the customers said happened, never happened.  Then the customers respond back saying that what Harley Exteriors is saying is untrue, and Harley Exteriors are falsifying their claims of work product that they did, that customers fervently say they they didn't.  Some customer complaints say that their wife or husband wasn't even there, and Harley Exteriors claims that the spouse were in attendance.  Harley Exteriors might be believable, if it happened just one time.  However, once again if you look on the Better Business Bureau Website, under the Harley **************** complaint list, you will definitely be able to see that what the customers are saying happened, Harley **************** flat out denies. 

  So, in this situation, should Harley Exteriors who have shown they liked to lie  be believe.  Or should I, I am a career Retired Veteran who absolutely does not lie.  

  On the response above from Harley Exteriors they state that some of their employees have been out to my house.  Other than the slick salesman who tricked me in into buying windows at at price that are 3 times as much as they should be.  No other employee from the Harley Exteriors company has ever come to my house.  Even though in the above response from  Harley Exteriors it stated as a fact that they did.  

   

  On the issue of the inflated price of the windows, you are wondering why I didn't catch the fact that the windows that they tricked me into buying were 3 times the price that the should  be, is because 1. I do not sell windows for a living.  2. I never would have never thought that with the salesman knowing my son had dies, that he would be so unkind, to then inflated the prices to exuberant amount, and flat out lie, about how much they windows should have cost.  

  How did I find out, that I was over charged, well when I would talk to my neighbors and friends that have had windows and doors replace on their houses, they were all surprised at how much I was charged.  So then, I decided that I should investigate if I had been indeed charged too much.  So now I had to conduct and research and go on a fact finding mission to see if  my neighbors and friends comments were true, and low and behold they were.  How do I know this, well it is because I checked with several other window companies, and those companies said that the windows, should have never cost that much.  At least 3 different companies told me that those prices for the same type of windows and the door I was tricked in to buying do not cost that much.  Yes, I was told by all 3 how much I should have been charged.  Like I said, I was charged 3 times as much.  When I stated to the window companies that Harley Exteriors windows are made exclusively in house, which was what the snake salesman told me.  The Window companies, stated that they new the Harley ************** and they do not even make window in house at all.  However on the response above they state that at least one type of special windows are made in house.  Also, when I inquired about if this and told *********************** that I new the windows were not made in house.  He never disputed that fact and he agree with me that they were not made in house.  So, with the response above it once again shows that they are lying.  Was it it nice of them to put it in writing to us.  The windows companies said that if Harley Exteriors is telling me, that they make windows in house, then they are lying.  

  Like I said in my originally complaint I never received a copy of the contract.  On 6/30/2023, they finally e-mailed me a copy of my contract.  I then responded to *********************** and *****(who all the sudden) assigned as the project manager that day.   That now that I had a copy of my contract, and since it was within the 72 hours of time frame to cancel the contact.  that I wanted my money back and  I no longer, wanted to do business with their company.  I don't think anyone would blame me for never want to work with this company.

  On whether or not their stellar employee would forget to leave the contact.  Gee, do you think it is at all possible that since the salesman stayed at my house for over 3 1/2 hours or more and past dinner time.  That maybe, possible that he accidentally, not meaning to do it at all took the contact with him, when he was packing up all his supplies and equipment that maybe he might have put the documents in with his supplies.  I know that the next day I looked all over for the envelope that the salesman had put contract and the salesman business cards in, that I couldnt find it anywhere.  I wasnt able to get the company name until they cashed the check for $22K.  The salesman told me that I had to put at least 50% down.  If you look at the other complaints from the customers of Harley Exteriors, several of them state that they did not have to put that much down.  Once I had the companies name I called several times a day for over a week and a half, and they would either not pick up the phone or would give me the run around or send me to the managers ********************* voice mail, where I left several messages more that once a day to **********************  Some how, he was so overworked and extremly busy, or in a meeting.  I had more that 3 different support staff, tell me directly that they told him and hand delivered and left  him my message on his desk.  Each time they also told him that I had lost faith in their company and that I did not want to do business with them.  Somehow during over a 2 week period, it was impossible for him to pick up a phone and call me back.  He was able to make that effort, once I filled my complaint with the Better Business Bureau.  Each time he would call and we spoke he would that even I didnt get the windows and even though a project manager had not been assigned, at least according to all the support staff that I spoke with, as well as *********************** himself. And the company had not had to do any work or any thing.  He and some of his support staff said they would get to keep my money that they already receive and that they could charge me the whole amount.  So basically even if they never gave any of the window and the door they would keep the 22k and charge me the other 22k, for a total 44k for providing nothing.  I am pretty sure that that is not legal.  Once I filed the complaint *********************** finally was able to pick up the phone and speak to me.  That is when he basically told me I was never getting my money back, and not only would he not give me mine money back, he was going to make it his mission that I would not get a dime of it back.  Even when *********************** along with the sales person that they still havent named, knew that my son had died a few years this time, *********************** said he felt bad for me,  But I would still never get my money back.  Then I shared more information that one of my living children had medical expenses, that I didnt know about until after I wrote the check.  *********************** that Harley Exteriors policy is to never give anyone their money back.  Because customers signed the contacts.  However, on more than one of the response by Harley Exteriors, it states that they did issue refunds and they did notify a contact.   I cannot for the life of me see why Harley Exterior would be believed.
  
  

   

  
  Sincerely,
  
  **************************

• Initial Complaint

  Date:06/08/2023

  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.

  On May 9, 2023, my Dad contacted Harley Exteriors with a simple request to replace a single window. Unfortunately, the representative from the company took advantage of his vulnerability. He coerced my father, who suffers from Alzheimer's disease, into signing a binding contract for an additional ************ to replace all the windows in their living room that did not require replacement for a total of $16,260. This deceitful tactic was accompanied by a demand for a 50% deposit on all six windows, which my father unknowingly paid. When my 87-year-old mother reviewed the paperwork with my father and realized the extent of his unwitting actions, they promptly contacted the company seeking a resolution. The response they received was dismissive, with the company claiming that a signed contact was binding. This callous disregard for their situation only deepened my father's sense of guilt and shame, as he realized the magnitude of falling victim to such manipulative tactics.The emotional toll inflicted upon my father has been significant and deeply distressing. Witnessing his suffering saddens me greatly. I firmly believe that Harley Exteriors' actions not only constitute unfair business practices but also compound the challenges faced by individuals grappling with health issues. Exploiting the vulnerability of elderly customers is not only deeply troubling but also completely unacceptable.Despite my numerous attempts to resolve the issue with the company, they have displayed a concerning lack of cooperation and a complete unwillingness to rectify the situation. I escalated the matter to the Production Manager, who in turn put it back on me with false claims of leaving "4-5 messages" and claimed to have brought it to the attention of the General Manager and owner who apparently denied the request. The General Manager never even had the courtesy to return my call.

  

  Business Response

  Date: 06/09/2023

  The wife was also present during our window presentation, as she also signed the contract and agreed along with her husband at the time to purchase additional windows beyond just the initial single window. Our company policy is to always meet with all the home owners. Our sales reps will not present our window options and prices unless both husband and wife (or all the home owners) are present, and that was the same in this case. Even though both homeowners were present, agreed, and signed a contract with us by which they had 3 days to cancel and did not, and now are requesting to cancel the contract almost a full month after the initial agreed upon contract, we have still decided to honor the customers request to nullify their contract and provide a full refund.

• Initial Complaint

  Date:05/17/2023

  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.

  On April *****th, we hired Harley Exteriors to replace 25 windows and 2 large sliding doors. Within that purchase were window screens. 2 of the windows' screens were missing. The project manager brought it to my attention and ensured that I note that they were missing on the acceptance of work complete form. He said he'd find out where the screens are and have them shipped to my home or his warehouse. My spouse and I followed up with him numerous times to try and get information about the two screens. Over a month went by with us trying to get Harley Exteriors to tell us something about the 2 screens. Finally they admitted they were required to send them to us. They never showed up. We inquired again with them today (May 17th) and they told us the screens were delivered a week ago. They weren't. They will not help us locate the screens. We paid over $68,000 for this project and the screens are custom sized and specific to this type of window. We can't just go order them on our own. Per the contract, Harley owes us these screens and they are not willing to help us get these screens.

  

  Business Response

  Date: 05/26/2023

  We put in a service request to the manufacturer to have the screens delivered today, 5-26-23, at the customers house.

  Customer Answer

  Date: 05/28/2023

   
  Complaint: 20071834
  
  I am rejecting this response because: it's May 28th and we have yet to receive the screens. 
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 06/06/2023

  We contacted the customer and advised that unfortunately the screens are still on back order with the manufacturer. We will be contacting the customer ASAP once we have the screens available.

• Initial Complaint

  Date:05/17/2023

  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.

  I purchased all new windows and doors and sliding glass doors from Harley Exteriors. The bill was $37,000.00. When the salesman came to my house I told him I wanted to be able to submit my my new window bill to Puget sound energy so that I could receive the window energy credit they offered. The salesman told me that they would definitely be compatible with Puget sound energy rebate program and they do this all the time. So I agreed. When I submitted my paperwork for the windows and doors it was rejected by Puget sound energy because the grade of the windows did not meet the criteria for the energy rebate. I contacted Harley Windows and they did not honor the promise. Then I wonder if they even gave me the right grade of window. Anyway I think it is so wrong to do this. I would not of used this company if I couldn't get the rebate. They really let me down.

  

  Business Response

  Date: 05/25/2023

  Unfortunately, PSE changed their **factor requirements recently and they now make it harder for people to qualify. Weve talked to PSE and asked why they changed it and were not given a reason. Maybe its due to increasing green initiatives, were not really sure. We are not aware of when or by how much PSE will decide to make their requirements more difficult. Nevertheless, the customer does still meet the **factor requirement (to be below .22) for their new windows on line#: 5,6,7,12,13, and 14, because these are below the .22 requirement. I'm not sure why PSE would decline a rebate for these windows. That would have to be discussed with PSE.

  Customer Answer

  Date: 05/26/2023

   
  Complaint: 20068621
  
  I am rejecting this response because:
  The windows that were installed  are .24 u-value not .22 like they said.   They told me the windows I ordered would be compatible with the ****************** Program and I was counting on it and had planned on getting the rebate.  I was shocked when I found out the windows did not meet the requirements.  I feel Harley needs to honor the promise they made to me. I would have chosen a different company to install ******************** if I had know I would not receive the rebate. It was important to me And I made this know when the salesman came to my house
  
  **********************************

  

  Business Response

  Date: 05/26/2023

  The window order form shows that line#s 5,6,7,12,13, and 14 are .22 or lower. Those windows would qualify according to PSEs website. PSE recently only required windows be below .30 but then they randomly lowered it.

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20068621
  
  I am rejecting this response because:
  The windows you installed are not .22 they are .24 which is why they were rejected. I sent the window stickers to PSE and they were .24.   Since the windows I thought I was getting was .22 you installed the wrong grade that I ordered from the salesman that came to my house.  In that case come take your windows back and Ill find another company that is honest.  I want a full refund for all the windows and *****************************************, *****************************

   

  

  Business Response

  Date: 06/06/2023

  On the window order form the u-factor for lines 5,6,7,12,13, and 14 are .22 or lower. PSE will go by the order form. Our customers send that to PSE all the time and they honor that. Besides that, unfortunately we have no bearing on when or by how much PSE will change their requirements by a few hundredths of a point to disqualify ******* buyers. They changed it right after the customers windows were purchased. Its not in our contract to install, uninstall, then refund windows because PSE randomly changes their requirements by a few hundredths of a point.

  Customer Answer

  Date: 06/09/2023

   
  Complaint: 20068621
  You made me a promise when I bought the windows and didnt keep your promise I would have received the ****************** program rebate and it would have been $1500.00. I was expecting it and was the first thing I talked to the salesman when he came to my house.  I would have gone with a different company otherwise.  I have a hard time believing that you dont keep your promises it is bad business.   You owe me $1500.00.  Thats all there is to it.  Like I said come get your windows.  
  
  Sincerely,
  
  **********************************