Complaints

This profile includes complaints for Abby Home's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Abby Home

  407 Pilot Ct Ste 400B Waukesha, WI 53188-2498

  
• 

  Abby Home

  14680 W Greenfield Ave Brookfield, WI 53005-7007

  

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:10/24/2022

  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.

  My name is ********************* and I hired Abby Windows and Exteriors to replace the roof of a property I own at 2739-2741 **********************************************************************. The job was completed in August 2022. After returning to ********* and examining the work, I found issues.I reached out to my sales rep **** on 8/20/2022 and emailed my concerns and photos. He gave me the name of **** and his number *************, he is the one that takes care any issues. A couple days later I finally connected with him. He said he would take care of the issues and today is 10/24/2022 and I am still looking for an answer.I am being ignored by this company and they have been paid. I reached out to the office manager with no help either. I reached out to my sales rep again on 10/17/2022 to let him know nobody is getting back to me and all he could say is I am sorry. It's not his fault , It's the people in the office and production that are ignoring this issue. This job is over $23,000.00!!! I need help in resolving this. I have been dealing with this for over two months. They have been very unprofessional and disrespectful.

  

  Business Response

  Date: 11/07/2022

  This customer has been contacted and informed of our decision and resolution. 

  Customer Answer

  Date: 11/08/2022

  No, I am not.  I am just stating that it has not been resolved as of yet.
  

  
  

• Initial Complaint

  Date:10/19/2022

  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.

  I hired Abby Windows LLC, to replace my roof, to cover my facia, soffits and replace my gutters. Today is day 47 that my roof was replaced, and gutters removed without completing the job. My roof was replaced September 2, 2022, and they did not have materials order for the facia, soffits and gutters. Nor did **** have me scheduled either. Materials were ordered Sept. 13th for a delivery of Sept. 22nd, after several requests from me regarding the job. I have been nothing but pushed around and have had horrible interactions with Abbys employees. Mid-Sept. I had five inches of rain and I had water in my basement. All four corners of my foundation. I want this job done and if they are not going to complete the job, what is **** going to do to protect my foundation? I didn't even mention they are adding an additional $4000 to the job. Or the mistakes that were made and now I have to pay for it. My last on-site meeting was with ** on October 14th and have heard nothing from ****. Abby Windows LLC has not treated this job with any sense of urgency for the potential damage to my home, respecting the customer to include talking to me in a condescending manner. Very unhappy and concerned about the potential damage to my property. I have asked to speak to ********************* personally to no avail. Please reach out to Abby Windows LLC and help me get this job done to satisfaction of both parties. Thank you.

  

  Business Response

  Date: 10/26/2022

  This customer was fully communicated with and her job required a change order which he didn't want to pay. We could not install the soffit/fascia/gutters with the current state of the home. Here is the email we sent her on 10/17 to which we received no response but a bbb complaint.

  Good morning ****************, 
  
     I was about to call you to discuss the items we looked at together but I realized it would be better to email so that we have communications to refer back to. 
  
    I discussed the rafter tails with B and he told me that the amount that you were quoted in the change order is inclusive of considerably more than what I understood initially. Here's the list if items that I was told are included in the change order:
  
  1. Cut back of all rafter tails to enable proper installation of new fascia board, custom bent fascia, soffit and gutters
  
  2. Installation of all new fascia wood on all sides -Important note is that I have been told that you requested "select pine" which is considerably higher cost than standard pine. If that's still the case then the material cost is roughly double what we would normally use. Is this necessary? I ask as it will be immediately capped and never visible once the capping is completed. It's your home and your project so if you would like us to source the select pine, we can do so but if that's the case, then there is no concession that can be made on the material cost. 
  
  3. I have been told that the change order is also inclusive of replacement of all the rake boards and ends that are rotted as well.Meaning, for example, that the rake boards on the front left and right side that are badly rotted, are included in the price of the change order. 
  
    Can you please confirm for me that the items I've outlined are in fact what was discussed between yourself, B and E when you were on site, and if so, are those items still all needed?

  , I do not believe that we are going to be able to complete the work needed to execute on our contract to her satisfaction. I believe that should we undertake the remaining work outlined in the contract, which is inclusive of soffit and fascia, gutters and some exterior wrapping, we would not be able to satisfy her. There is an outstanding change order that was presented to her which she disagreed with and then attempted to place the responsibility on us, based on *** guidelines. Once **********, the *** Rep and I visited the home, *** determined that there was no issue with the roof as it pertains to the rafter tails, and that the roof installation we completed was sound. Once *** made that determination, I reiterated her choices to her regarding the change order, and potential outcomes, at which point she then said that we should "split" the change order cost with her, based on the delay of her gutters. I told her that we wouldn't be splitting the change order cost, but that I would review the labor and materials included in the change order and find out if there was anything that could be changed or omitted. After speaking to E, he said that, at his visit on site with B, that ***************** had told them that she only wanted "select pine" to replace the exterior fascia boards which will be needed once the rafter tails are cut back. Per the last email response, you see that she denies that claim. If that's the case then we could bring the change order cost down to $600. I have not presented that idea as of now as I believe that the best course of action will be to return to the home,sister the rafter tails back to the state they were in prior to commencement,and void the remainder of the contract for soffit, fascia and gutters. 

   

  Customer Answer

  Date: 11/01/2022

  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.
  

  I am doing my due diligence and if the Contractor is stating that a change order was sent, they need to produce that order according to the contract.
  
  The Contractor breached the contract when they unnecessarily cut the rafter tails without a prior discussion with me and a signed change work order. Per my original contract "Any changes to the scope of Work, price, terms of payment, or other terms must be made in writing and signed by Contractor and Customer."
  
  

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

  Customer Answer

  Date: 11/14/2022

  Have you heard from the company? No
  

  
  

  Are you satisfied with the company's efforts to resolve this matter? No
  

  
  

  If not, please explain.
  

  
  

  The Contractor breached the contract when they unnecessarily cut the rafter tails and too short on the east side of the home without a prior discussion with me and a signed change work order. Per my original contract "Any changes to the scope of Work, price, terms of payment, or other terms must be made in writing and signed by Contractor and Customer."
  

  
  

  The Contractor is not acting in good faith, unprofessional practices and poor business practices. The contractor is not taking responsibility for defect of workmanship and to correct the defect without cost to the Customer. The contractor walked away and left without gutters being installed. This is unacceptable. 

  
  

  Kind regards,

  ***********************

  
  

  

  Business Response

  Date: 12/08/2022

  We have decided to terminate our agreement with **************** as we have told her we cant do the job without additional work needed or it would not be done properly. We can fix the two rafter tails and deduct the remaining work from the bill. If she doesnt call us back, we cant resolve this. We kindly ask that she call the office to finalize everything. (414)436-2229z

  Customer Answer

  Date: 12/15/2022

  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.
  
  Currently, the roof that was installed September 2, 2022, is now leaking visibly to me as of [1:30 AM] this morning, December 15, 2022. I will not entertain this offer for reasons I have already stated previously. I have filed a formal complaint with NARI of ********* Disagreement Resolution Procedure. Abby Windows LLC is well aware of that complaint. I also filed a claim with GAF ***************************** today for my roof. Abby Windows LLC continues not to act in good faith, and I fine this unacceptable.  

  I will reiterate: 

   The Contractor breached the contract when they unnecessarily cut the rafter tails and too short on the east side of the home without a prior discussion with me and a signed change work order. Per my original contract "Any changes to the scope of Work, price, terms of payment, or other terms must be made in writing and signed by Contractor and Customer."

  
  The Contractor is not acting in good faith, unprofessional practices and poor business practices. The contractor is not taking responsibility for defect of workmanship and to correct the defect without cost to the Customer. The contractor walked away and left without gutters being installed. This is unacceptable. 

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

• Initial Complaint

  Date:08/19/2022

  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.

  The siding project for my house was poorly managed from the beginning if it was managed at all. After waiting 10 months from contract to begin date, I got a call from ***** at Abby Windows with the title of project coordinator. She said the project was ready to begin and a delivery of the materials would be done on Friday, July 15 unless it was raining. On that day, it rained all day. In the middle of the downpour, the supplier shows up and wants to know where to unload the materials. He unloaded them on the driveway and because it was raining all day, the pile fell over because it was about ************************** pouring rain.********************* with the title of director of production from Abby Windows came to collect the portion for which I wrote a check. We also made up a punch list of things that needed to be taken care of before we would consider the job complete. On that form, **** wrote that it would be taken care of within one or two days. It was not one or two days. It was not one or two weeks. Will it be one or two months? I doubt it. We asked point-blank to **** that once they receive money, are they going to no longer provide any of the services or fixes that were on the punch list. Essentially, we were asking them if they were going to quit on us as of August 2. That is exactly what happened.I tried contacting Abby Windows on August 17, 18th, and 19th and made about nine calls. One person answered the phone. They transferred me to what turned out to be another voicemail box. I tried the customer service line again and the person there was going to contact someone and get back to me. She said that with such certainty, I believed her at the time. Of course, no one has contacted me. I left about five voicemail messages to contact me concerning this punch list. I wanted to know if and when things were going to be completed. Again, no one from Abby Windows had enough common courtesy to return a phone call.

  

  Business Response

  Date: 09/02/2022

  Please contact the homeowner as this has been addressed 

  Customer Answer

  Date: 09/02/2022

  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.
  
  no one has shown up to complete the items on a punch list. I was to hear from them on Sept 1 or Sept 2 and have not heard anything. no one has come to complete the job. 
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 09/06/2022

  Please call our office directly as to assist you. *************.