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:05/08/2023

  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.

  March 28th, 2023 I met with a sales rep from Harley Exteriors, **** at my personal residence to discuss a window replacement project. It was during this meeting that I signed a General Contractors Agreement and gave them a personal check for $1,000.00. I also received a Notice of Cancellation' document that states that I had THREE BUSINESS DAYS to cancel the agreement, if so desired. It also states that any payment would be received in TEN BUSINESS DAYS following receipt by the seller.March 30th, 2023 I mailed a signed Notice of Cancellation from the local post office. Extra money was spent to have it mailed 'Priority' with signature of receipt.Note: The check for $1,000.00 was also cashed by Harley Exteriors, **** on this same date.March 31st, 2023 The Notice of Cancellation letter was received and signed for by Harley Exteriors, ****Approximately April 10th, 2023 I called Harley Exteriors, **** to ask the about my refund. There was no answer so I left them a voice message to inquire about my refund.May 8, 2023 I have not yet received a refund of $1,000.00. About ten days ago I received a voice message from Harley Exteriors, *** stating that they wanted to follow up on my project and were aware of the cancellation notice. The only thing I want is a full refund. I do not want to listen to a sales pitch. They can mail the full refund to me to settle this dispute.THANK YOU

  

  Business Response

  Date: 05/17/2023

  We attempted to contact ********************** to see if we could offer a different rate that would work better for them. After not being able to contact them we are working on getting a refund issued, which can take **** business days. They should be receiving the refund soon.

• Initial Complaint

  Date:05/01/2023

  Type:Customer Service 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 had been approached by Harley exteriors at an event in ******** and scheduled an in home estimate with Harley exteriors. The sales pitch was enticing but was high pressured sales tactic but we decided to go through with the work. The sales man stated that their products were manufactured in house and installed by their own installers no-third-parties that was not true apparently they windows are manufactured by ******* windows and installed by sub contractors. The first day of the project didnt go very smooth the installers clearly hadnt read the contract and didnt know that my new windows were supposed to be cased with new MDF and new window ***** installed. It took multiple calls with *** the project manager to even get the crew back out to finish the job. The installation was supposed to happen in November *************************************************************** May 2023 7 months later. I have called multiple times and I am getting nowhere with this company. I have been waiting for 7 months for my screen door to be installed on my new sliding glass door but no one ever shows up. I was told on Friday April 28 that an installer will be at my house at noon on Monday May 1 no one showed no one called. Same as every time I talk to them. I am in shock at how little this company cares to fulfill their contracts with their customers. I have made multiple calls trying to get my screen door. They gave our information to ******* windows who contacted us but then ******* called and told us they were not able to install because we were not technically their client, that Harley was so they sent our screen door to them. Harley never reached out for installation. Over the last 7 months we have called and talked to someone at least 15 times and always get the run around. I have paid for a job that is still incomplete.

  

  Business Response

  Date: 05/17/2023

  Most of our installers have worked with us for a long time and only install for us. They have experience with our widows and are entrusted with installing every window professionally. Our Olympic Series LX windows are exclusively manufactured only for Harley Exteriors. We have a service scheduled for the screen to be installed this Saturday.

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20005966
  
  I am rejecting this response because: The only reason we have it scheduled for this Saturday was because my wife had to call multiple times to get it scheduled. Your company did not return any phone calls. Did nothing to complete this job. It has been almost 7 months since the install and not 1 time has YOUR company reached out to complete this job. My wife has left a message with ***** the project manager multiple time as have I. Also, on 5/10/23 my wife spoke with ***** regarding this issue and he sent her to leave a voicemail with the department manager name ********************* who had yet to reach out. She left another message yesterday for him to call her back and still hasnt. When talking with your service department my wife spoke to a women named ******** who said she was manager and threatened to hang up on her when my wife was explaining what has been going on and why we are frustrated, she also called my wife a liar and was complaining disrespectful.

  Also your sales person upon selling us the window specifically said it is all done in house. Maybe he was new and misunderstood but that is what he said so that would be a fault on the company for not training your sales people correctly. 

  Also, to your comment regarding your installers being professional. That is completely wrong. The first day they were here the General Contractor was not here and not one of the people spoke English so we could not communicate with them. Come to fine out the General Contractor was at another site per your employee when my husband called about the lack of communication. He was even told by your employee that the general contractor has to be on site because he is the one with the license. 
  

  Simply providing the screen door that we paid for 7 months ago and WE had to do the work to receive it does not solve this issue what so ever. 

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

  

  Business Response

  Date: 05/22/2023

  The customer called in yelling saying we were not in the right to give her information to our manufacturer, that it was illegal, and that shes now taking us to court and getting a layer. However, the service needed is covered by the manufacturer and the manufacturer contacts the customer to schedule a service time so that they can confirm it directly with the customer so theres no confusion. We offered a $200 compensation for the delays with the patio screen, however, we did not get a yes or no, but were still yelled at. We advised that her service for the patio screen is still scheduled.

• Initial Complaint

  Date:03/22/2023

  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.

  We received an email stating that we would hear from our project manager within a few days. After a few weeks, I called and called and called and called. By the 6th or 7th time of working through the phone tree, I finally got an actual human on the phone. Yes, I left messages expecting that I would get a call back by the next day or 2. I believe their voicemail even says that they should return the call within 24 hours, which never happened.When I finally got someone on the line I spoke to them about the email previously mentioned and they said that the timeline wasn't right, but that they would have my ** get back to me.Well as you can see how this whole experience is going, the ** never got back to me.Eventually, the gutter crew showed up at my house, unannounced, without an appointment. My wife was home working as she has done for the past 3 years, and all of a sudden the internet goes out. She can't figure out why, so I have to come home from work during my lunch hour to figure this out. The gutter crew had unplugged an extension cord from an outdoor plug so they could connect their own extension cord. Well as you can rightly assume that was the internet. They didn't bother to ask if it was ok to do so, they just did it. I figured it out and fixed it, but shouldn't have had to deal with it at all.My wife was recovering from surgery, no she couldn't deal with any of this. Yes, she was working from home, but on limited duty as she had to stay off of her foot for 6-8 weeks.They finish the job, have her sign some stuff, and leave. None of the items on the checklist she signed were checked.When I get back home from work, I am extremely disappointed. Yes, I have new gutters, but the lack of care to my property was upsetting.I have photos of the following:1. P*** or mud stuck to the bottom side of the gutter, can't tell 2. Pine cones and needles are still within the crevices of the roof. It seems to me blowing and/or sweeping off the roof when installing gutters to start with a fresh slate. Just seems like the right thing to do. Wouldn't take much more than **** minutes.3. Debris removed from the old gutters thrown about on my lawn, front porch, and flower beds.4. Flashing mysteriously not put back where it goes just sitting up in a weird way and the wood fascia left exposed.5. The lights they removed from the old gutters left on the lawn, were not thoughtfully rolled up and put somewhere that was even remotely obvious. They didn't even ask about where they could put them. These lights would have been removed had someone called to schedule a day when they were coming.6. My ladder was left up against the fence and not put back where they moved it from.7. My side gate was left open. I have a dog, had I not seen this and he got away or something worse - you can only imagine my response.8. My front porch was left in complete disarray with debris and a bird cage they moved and didnt replace to where they moved it from.9. A cable wire that was neatly tucked up against the old gutters is now a big eyesore every time i walk up the front door. it is not inconspicuous at all anymore.10. There are spots where the shingles go over the helmet that seem to be lifted up much higher than they should be.11. All of the corners leak and need to be resealed.I finally got them to send ****** out. He agreed that I should be upset. He said theyd fix the install. Months and months later now, it still hasnt been fixed. ****** has said in multiple phone calls that its going to be taken care of, but it still hasnt been fixed.I want the install fixed. I dont need them to clean up the yard. The Gutters were done in December, its way past time for this too have been done.

  

  Business Response

  Date: 03/24/2023

  We have setup a service appointment for an installer to inspect and help finish the project on Tuesday, March 28th.

  Customer Answer

  Date: 03/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/04/2023

  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 installed 6 windows for about $15000. The installation happened on Dec 8th 2022.The windows have the following issues: Privacy concern: at night, I can't see outside. People outside can see everything inside. The issue maybe that the window e-coating was done on the wrong side of the windows I am not satisfied with the frames' quality - see pictures Frame corners are not smooth One window has dent + scratches One window screen is bending Condensation I have contacted Harley Exteriors and they sent a Project Manager to review the issues in Dec 2022. Since then, I have not heard from them. I have been trying to contact them by phone and email to follow up on resolution but no response from them.

  

  Business Response

  Date: 02/14/2023

  We will be contacting the customer this week or next with a time to setup an appointment to have someone come out to inspect the windows.

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 19333533
  
  I am rejecting this response because:

  The business contacted me telling me that:

  #1 - they will send a manufacturer representative to check the window privacy issue

  #2 - they will send a contractor to fix the other windows issues

  #3 - they also requested from me some information about the location of some of windows that have dents and a bending screen.

   

  For #3 - I have asked them what's the best method they want me to send them the information they have requested. They responded that the preferred method is email.
  So I have send them TWICE that information via email and asked to confirm receipt of my email but they did not answer.
  The email address I sent that information to is: **********************************  (contact is **************** from the Customer Service)
  
  For #1 and #2 - Harley Exteriors did not schedule any appointments with me yet.

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

  

  Business Response

  Date: 03/02/2023

  We have contacted the manufacturer to help take care of these concerns. They will be contacting the customer soon to setup a time to complete the service issues.Tell us why here...

  Customer Answer

  Date: 03/10/2023

   
  Complaint: 19333533
  
  I am rejecting this response because:

  The manufacturer contacted me to schedule an appointment for Monday 03/13/2023. Then called me on Friday 03/10/2023 to cancel the appointment. 

  At this point, nothing concrete is being done or planned to be done to address the reported issues.
  

  I am doubting the credibility of this business and regret doing business with them.

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

  

  Business Response

  Date: 03/17/2023

  The customer simply would just need to reschedule a time with the manufacturer. The manufacturer is getting the supplies ready to perform the needed service. We have also followed up with the manufacturer to make sure they are aware of the needed services. The customer can contact the manufacturer at ************** to schedule a new time that works for them.

• Initial Complaint

  Date:01/31/2023

  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 contacted Harley Exteriors to get an estimate for new windows. The salesperson came out and looked at my window's inside and out and measured them too. He then wrote me a quote based on doing 11 windows that were most needed. He gave me the paperwork and I signed it. There was several pieces of paperwork that I signed multiple times in different places. When he left I had 3-4 pieces of paperwork that was stapled together and had a paper clip on it. That was all I got from the salesman at the time. I asked him at that moment this is what I'm paying for the windows to be replaced. He said that is the price I'd be paying and asked me if I could put down a deposit which I did, $6,000. He left and said that the project manager was going to be coming over to review what was to be done. After the windows were installed I got several calls from a company called power pay? They called me several times to have me authorize the payment for the windows in order for them to get the installer's paid. Then I got a text message from the financial company and they attached a document from Harley Exteriors showing me that the original cost was not $15,312 but instead it was $21,312+/-. When I asked her for a copy of the paperwork she sent me a copy of the bill that I never received from the salesman. It showed me the cost of the installation of the windows as $21K with my $6,000 deposit on it. None of it was on the original bill that the salesman left with me the day he came over to do the estimate. Neither was the $6,000 deposit on that first copy of the work order. But it was on the second one I was sent from the financial company advisor. My first install date was delayed because of missing product. It was delayed again for the same reason. They finally came out to install the windows four months later. That's the jist of it. Any questions please contact me.*********************** *********************

  

  Business Response

  Date: 02/07/2023

  Our finance manager had already walked the customer through their charges. The contract which the customer signed from the very beginning states the charges as well. The total project was $21,216, and then after the deposit of $6,000 the total remaining was $15,216. The customers signature has been right next to these numbers on the contract from the very beginning of the sales rep discussing everything with them. Going through the BBB in this instance doesnt clarify anything to the customer which wasnt 1. Already mentioned from the very beginning per the contract, and 2. Explained prior per our finance manager.

• Initial Complaint

  Date:01/10/2023

  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.

  Harley Exteriors came out 12/28/22 to quote replacement of 5 windows. He worked up a quote. I decided to go in a different direction. I told the salesperson we weren't interested. The Salesperson said the price was only good while he was in our house. He said we could sign the contract to lock in the price and take a day to think about it. He said to write a down payment check and he would put a post-it-note on the check to not cash it until end of business day the next day. All we had to do was call his office and tell them to rip up the check to cancel the order. I asked if we still had to fill out the notice of cancellation paperwork if we called to rip up the check in a day and he said "no"!On 12/29/22 we decided we still did not want the windows so I called the office as instructed. The person on the phone said the directions I was given were wrong and that the proper way to cancel the order was to EMAIL the notice of cancellation to ************************************* They repeatedly confirmed this was the proper way to cancel. I signed, scanned and emailed the notice of cancellation to ************************************ on 12/29/22.On 12/30/22 we put a stop payment on the check just in case.On 1/9/23 I received a VM to set up a time for installers to get detailed measurements for the windows. I called back on 1/10/23, left a message. They returned my call, and I repeated that I followed their instructions to cancel the order. They said that was the incorrect way to cancel and it is now 3 days past due, so there is no way out of the contract. I argued, they said they would look into it further and get back to me. I left a couple voicemails after that and received no response. Then windows installers showed up anyway to get measurements. We told them we cancelled the order and they left. We only signed the contract because we believed it was easy to cancel in a day and it was the only way to get him out of our house.

  

  Business Response

  Date: 01/11/2023

  The contract has been cancelled in time. We're trying to get our customer's windows measured much quicker now so they don't have to wait, but we show the contract was cancelled in time.

• Initial Complaint

  Date:12/27/2022

  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.

  In June of 2021 they came out and installed 7 windows and 1 sliding glass door. They showed up late, rushed through the job, left in a hurry and didn't bother to caulk the inside of the windows. When it got windy and rained I noticed the kitchen window leaking water on the wood frame, they came out and caulked it. I did not realize that they didn't caulk any of the windows until winter came, freezing cold air flowing in them and my electric bill was high. A friend came over and told me they were not caulked, so I called the company in August of 2022 and **************** told me the caulking is only warranted for 1 year. I asked how it can have a warranty when it was never done? She was so cold, and lied to me in many of her emails, that I started getting high blood pressure every time I talked to her. From Oct. 1st 2022 to December 12th, they have told me 4 times they would be out here to caulk, but they don't show up, they don't call, they don't redress the issue. My doctor is concerned for my health over this so I have had to ask my son to communicate with them. They treat him the same way, with lies, no remorse, tried to blame it on him that they didn't know it was the INSIDE caulking needs to be done, which the windows would not even stay in the hole if it was the outside caulking. . The incompetency of the people I've had to deal has with has been incredibly stressful for me as a widow and senior citizen, I consider this elder abuse. I've sent ************** an email about the unresolved situation and have not gotten any response. He's leaves me no choice but to send him a 15 day demand letter for all of my money refunded to me or I'm prepared to file court proceedings for breach of contract and elder abuse.

  

  Business Response

  Date: 12/28/2022

  One or our reps spoke to the customers son and told him caulking is only guaranteed within the 1st year, however we spoke with our GM to see if there was anything else we could do to make an exception and after about 1 week we tried reaching out to advise that we could do the caulking, however, in the mean time we were emailed by him with accusations of lying about our rep being sick for 2 days, and statements that he does not wish to speak with our service rep because he is scared of her. The homeowners son also emailed us stating that our rep made his mothers blood pressure go up. However, our service rep has noted that she has never spoken to his mother, *******. We then realized the son is not on the account and advised them that any account inquiries would have to be done through ***************
  
  Regardless of this, we noticed the owner had purchased another set of windows and we made an exception to go out and still help with the caulking of the previous windows. Because we need to take a ferry out there we will be able to help with the caulking when we install the new windows. We do not issue refunds for caulking issues that are brought to our attention 1 year after the install, but we can still help with the caulking when we are out there to complete the 2nd phase of windows for them.
  

  Customer Answer

  Date: 12/28/2022

   
  Complaint: 18642435
  
  I am rejecting this response because: The problem is that the windows were never caulked when the windows were installed, you cannot warranty something that has never been done. You are not standing behind your promises made to me at the time of installation about your product and business practices. And what you are making up about my son and his communication skills, are not true. Again, you are trying to blame him for your faulty customer service and project managers actions and lack of response to the situation. Your company has caused me health problems over the stress of this, and is the only reason I let you speak to my son after months of trying to work with your employees to no avail.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:12/13/2022

  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 paid for Harley Exterior to replace all of our windows in our home (21 windows) On the day of installation it was discovered that there was one window missing. Upon completion of the job the installation expert told me that Harley Exterior would be reaching out to me to get the job finished and get the one window ordered and replaced. The installation was completed minus one window on October 18th, 2022. Since then I have called Harley Exterior at least 6 times trying to find out when to expect my job to be completed. No one calls me back and no one has answers to my questions. I would like help getting the final window installed. This was a big job which cost $40,000.

  

  Business Response

  Date: 12/22/2022

  We apologize for the delay, as some of our services were backed up but we are not getting caught up. We have ordered and received the new replacement window and are scheduled to come out on Monday, January the 9th to complete the installation. Thanks for your patience. 

• Initial Complaint

  Date:11/10/2022

  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.

  Started business with Harley Exterior 12/2021. The salesman, ****, gave us a quote, we accepted. We were give a hand written quote that was on a triplicate. 3/19/2022 the first 10 windows were installed. No problems except one was installed differently then other window on the same wall of house and looked strange from the outside because of this. We agreed to do the remaining 10 windows but were upset that the cost was lot more "due to supply" even though were were told we were locked into a promotion originally if we decided to do all of the windows of the house at a later time within 4 years. The remaining windows were installed May *****, 2021. The installers had alot off problems. They said the windows were not measured correctly. They made it work but the install took longer. 5 windows had to be remade because they would not work. We also found rot in the frame work in one bank of windows so we had to pay extra to have the frame redone by these installers. The remade windows and frame work was completed 6/26/2022. I contacted ***** our project manager with the concerns. He said he ordered the new window. I never heard back after a few months so I called. It was never ordered. Now working with a 3rd project manager ****** because the previous was fired. I have called 1-3 time per week for the last few months to try to get the window reinstalled. I was also not happy that 9 windows were left without interior window seals. We were told that the trim might be damaged when removing and that it would cost extra to fix. But we were not told the window seals/casing would be unfinished. ****** has told me the last 3 weeks that she will talk to her general manager about the window finishes. Today she told me that he is very busy and it is hard to meet with him. I have sent countless emails and call 2-3 times per week and nothing.I have also requested a receipt, copy of warranty and Ufactor (for energy rebate) for 1 month now and they have not completed this.

  

  Business Response

  Date: 11/18/2022

  We have installed all the windows per the contract. We are currently scheduled to come out and service and reinstall one of the windows. We try our best to use the original window liner and casing for windows that previously had that. Our installation cost includes the installation of the window. For new liner and casing we would have to add that cost of material and labor to the order if its preferred that we use our line and casing.

  Customer Answer

  Date: 11/18/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Im not happy about it but it sounds like there is nothing I can do unless I pay a lot more money. As we have already invested >$45,000 with this company and had were not happy, I do not want to give them anymore.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/21/2022

  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.

  Bought a $25k roof from Harley Exteriors. During installation damage was done to my gutters and trim. I contacted them about repairs, was told, in writing, that they would be taken care of. The project manager who made those promises then left the company and no other project manager was assigned to my case. I spent 2 months tracking down someone to help me- dozens of emails, calls etc- and was finally connected with another project manager. In the months since then, I have been promised repairs myriad times, again in writing, but nothing has ever happened. There is water damage being done to my house now because of this. Also, I STILL have not received any warranty information, though they have promised to provide it multiple times.

  

  Business Response

  Date: 01/18/2023

  We sincerely apologize for the delay on this. We have been making sure we can get the right person to inspect this as we have not installed roofs for quite some time. Our service person *** will be contacting the customer soon to schedule a time to inspect the gutters.

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18297113
  
  I am rejecting this response for a number of reasons.

   

   - First and foremost, it does not address the lack of a Lifetime Labor Warranty. I still do not have this or an explanation of why it cannot be provided.
  
   - I was emailed, but no inspection was scheduled. This is because they contacted *** gutters to schedule and inspection, but *** gutters only covers gutter covers. My gutters are original to the house, built in ****, and do not have gutter covers. The *** rep was very frustrated because, as he described it, this is a pattern with Harley Exteriors. He said they are widely known for improperly installing products, including *** gutter covers, and then taking years to repair or correct the issue, thus affecting the company's appearance. 

   - The issue of the leaking roof, trim damage, damage to my decking etc. were also not addressed in Harley Exterior's response. These things have been seen in person by both ******************* and ***************, two separate project managers. I have had two other roofing companies and a State Farm adjuster inspect the roof and associated damages as well; and for these inspections I have provided pictures to document everything. Repairs have been promised by Harley Exteriors (five separate project managers and several other service reps) no less than a dozen times, including in writing, but still there has been nothing scheduled. 

   

  Clearly, Harley Exteriors is making an attempt to continue to kick the can down the road. 

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

  

  Business Response

  Date: 02/13/2023

  We are going to contact the customer and our roof installer/inspector this week and setup a time to have an inspection of the issues and go from there to help.

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 18297113
  
  I am rejecting this response for a number of reasons.

  First, as previously, I still do not have a copy of my lifetime labor warranty. Any response that does not include this will be rejected. 

  Second, no attempt has been made to schedule since their reply on the 14th. They have, however, (a few weeks back) sent people to my house in unmarked vehicles, unannounced. My wife told me there was a man in a truck looking at our house about two weeks ago, while she was home along with two infants. She was alarmed and concerned. This person did not get out of this unmarked vehicle, but sat across the street checking out the house for a while before taking off. I then got a message from Harley Exteriors that they'd sent a roofer out to look at the house. Not only is this wildly disrespectful, but also inappropriate. I returned a call and left a message in which I made myself available all of this week, from noon to 5pm for them, but they made no effort to schedule whatsoever. 

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

  

  Business Response

  Date: 03/17/2023

  We have not sent any of our roof inspection/installation crew to the customers house. We are still waiting for the customer to contact us and let us know when they are available to have our inspector out. Our inspector is standing by waiting for us to let them know a time. We have tried calling the customer recently but no one answered yet so if they contact us and ask for ***** then she will be able to arrange a time with the roof inspector. We are also in process of getting the warranty from CertainTeed, the roof manufacturer. They have stated it can take about 30 days at the latest for the customer to receive it. We will follow up CertainTeed and make sure it was sent.

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 18297113
  
  I am rejecting this response for a few repeated reasons. 
  

   

  Firstly, Certainteed is the product manufacturer, and only produces the product manufacturer warranty, not the lifetime labor warranty, which is-- according to the contract-- provided by Harley Exteriors. 

   

  Second, I have exactly zero emails or voice messages in regards to attempted scheduling. ***** called me once, while I was at a business dinner which I stepped away from, to schedule a visit that day. This was not possible, so I asked her to schedule for the next week. That was 2 weeks ago, and I never heard back. 

   

  And let me be clear: the onus to respond and correct this is not mine. I have already paid. I have provided my phone number, my emails etc. There are plenty of resources to schedule with me, they are simply not being utilized. 

   

   

  Lastly, I do indeed have one message from Harley Exteriprs regarding a visit being made to my property without my consent or knowledge. I can provide this as proof, if necessary. 

   

  To summarize: still to lifetime labor warranty, and continued failure to schedule. Use email, leave messages, answer when I call. 

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

  

  Business Response

  Date: 03/24/2023

  We have called both numbers on the account, texted, and emailed the customer within the last week asking them to reach out to us to let us know a good time to have our installer/inspector come out. We have not received any correspondence back yet. The customer may contact Faith, our service person, at ********** on her company cell, or email at *********************************** at their earliest convenience to let us know their availability.

  Customer Answer

  Date: 03/27/2023

   
  Complaint: 18297113
  
  I am rejecting this response because:

   

  Once again, there is no explanation doe the lack of the lifetime labor warranty. 

  I would also like proof of these texts and emails, as I have seen none at any email inbox or for any phone number. Surely, there must be sent receipts for both that can be provided via snapshot. 

   

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