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Business Profile

Roofing Contractors

Aurum Contracting
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:12/04/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 hired Aurum Contracting on 9/13/2021 to replace the majority of windows, 3 sliding glass doors and 2 entry doors at my home. Do to supply chain issues the windows and doors were not delivered until April 2022 and work did not begin until may 2022. Immediately I had concerns with their ability to complete the contracted scope of work. They started with trying to install the new windows in rotten frames. This led to a compromise that included them replacing the existing frames. Unfortunately they used treated lumber which is against the installation instructions on the aluminum used to complete the install. Treated lumber has been known to eat through aluminum in as little as a year. There were also multiple issues with the installation, framing and sealing of the windows. In addition to the exterior wraps. I was lied to multiple times by their production supervisor and eventually reached out to the manufacturer (alside) who sent a sales rep to review the project. We had a meeting at the property on 5/16 where the alside rep confirmed that the installation was done incorrectly. I sent multiple emailed detailing the issues with the install to my Aurum sales **** *************************** and the owner *************************. I have yet to receive a response from anyone at the company. The Black exterior finish on the majority of the windows was damaged by the crew during install, and it is the same with the wood grain interior finish. These are factory applied coatings that cannot be repaired. The 2 entry doors were delivered to my home but are not usable because they are the wrong size (2x6 width, I have 2x4 framing). I have hired another contractor. All of the windows installed are scheduled to be replaced except the 5 windows installed in the basement. The new contractor has installed the 3 sliding glass doors. This entire process has been a nightmare and caused significant undue stress on my family. I would appreciate any help in resolving this matter thank you.

    Business Response

    Date: 02/10/2023

    This installation took place over several days in May of 2022. By May 16th, it became clear that *** was unhappy with the installation process and how the job was progressing as he insisted that the crew doing the work was not to return. On the 17th, we had a meeting with *** at his home to address his concerns and correct anything that needed to be done. ***************************, the Field Supervisor, and *******************, Aurums Production Manager met with *** and an Alside Representative to assess the windows and the installation thus far. Soon after ***** arrival, he was asked about the installation of the window wraps. Upon answering, he was called a liar and asked to leave and later told that he was no longer welcome on the jobsite. The Alside Representative inspected the installation, but never stated that the windows were installed incorrectly or that they could not be warrantied, the installation was not complete at the time. Subsequent emails from *** made it clear that he was not interested in having us correct any concerns, that he was only interested in a refund.

    We do not agree to a refund as we were prevented from finishing the work. We have a right to cure in ********* and we are confident if allowed to, we would have been able to complete the installation to satisfaction. Our costs on this project greatly exceed the deposit that we received.

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