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:07/12/2023

  Type:Customer Service 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.

  I signed a quote to get soffit and fascia done on my home. I was requested a 25% deposit in early October, which I sent via etransfer and was told after I sent my deposit the work would be scheduled. Three weeks went by and I hadn't heard anything, so I sent an email Nov 6 asking about the work, it was not answered. A few weeks later, in mid Nov I sent another email about the unreplied to email and the request about the work. That email was not answered. A week later I sent an email to the main office, that email was not answered, so I requested my deposit back. Then I got an email and a call, but I wasn't happy. It was almost 2 months since I sent my deposit, I had heard nothing and received no responses. There is no way I feel comfortable getting the work done now. If they are not answering me before they even have all the payment, what's it going to be like afterward if there is an issue???
  
  The didn't respond to my request for money to be returned, and instead said the crew would start the work Dec 1. I said I don't feel comfortable going ahead. Then they said ok we'll cancel it and it's up to the owner whether he refunds your deposit or not as you are outside of the 15 "cooling off" period. That was the first they had mentioned that to me, and have not responded to any of my emails since then asking to speak to the owner. Please help me find a resolution with this company.

  Business Response

  Date: 20/12/2023

  Hi,  

  The first email we received from her was November 23 where
  she was asking for an update. That was when my production manager was sick, and she called back once she came back and explained so on November 27 and told her it would be scheduled that week for
  Thursday of Friday, weather dependent. We emailed her on the 29th and
  told her we were going on the 30th. She agreed to that date and when we showed up to the job site she that day she decided to cancel.

  We have all proof of emails and correspondence between client and Custom Aluminum 

  Do note we had to pay for our installers and materials purchased for that entire day as no work was completed and we have been stuck with materials which is not fair to us.  

  Do note
  that the Go Ahead date was October 19th, less than 6 weeks for the
  scheduled installation.

  On December 11 ***** had been e transferred her deposit back.  

  Even though she agreed to do the job that day and waited for our workers to show up and cancel is un respectful to Custom Aluminum we still agreed to refund ***** her deposit back.  

  Team Custom Aluminum Windows & Siding  

  Customer Answer

  Date: 20/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I did email the secretary on the date the owner mentioned, but I had numerous emails with my main contact that went unanswered prior to that date (as noted on the initial complaint). I have all of these emails also. 

  I also have not received a refund of my deposit. 

  In terms of politeness and ethics--I have repeatedly sent emails and asked politely for the owner to contact me so we can have a discussion. Those emails have also not been answered, and no one has made any attempt to contact me from this company. 

  I would be really happy if the money were refunded. I am a single sole support parent and work two full time jobs to make ends meet and maintain my home. This is not a trivial sum to me, and I have, treated this company with respect and have given multiple chances at a peaceful and reasonable resolution. 

  Perhaps the etransfer was not sent yet, or was sent to the wrong place. My email is ************@**********.com. The same one as all of my communications have come from. 

  Thank you for your help and attention to this matter. 

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

  Business Response

  Date: 27/12/2023

  Here we have ******** the confirmation of send e transfer dated Dec 11, we do extremely apologize the email was spelled incorrectly. 

  We have cancelled that e transfer and sent another one over on Dec 27, which looks like there is an auto deposit on your account and has been received.  

  ***** please confirm that you received e transfer.  

  If you have any questions or concerns please feel free to contact me at any time. *****@**************.ca 

  I hope you and the family have a wonderful holidays.  

   

  *****

  Customer Answer

  Date: 05/01/2024

  
  
  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.
  
  

  Thank you very much to the business for addressing the e-transfer issue. I have received the funds and appreciate it!

  I hope you and your family’s holiday was very good also. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:06/10/2022

  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 2020 we hired a company to install/replace new eaves on our property with leave guards to avoid annual expenses of cleaning the gutters. I’m winter of 2021 we called and advised the company that rain, snow and ice were spilling from the eaves and creating unsafe path down our walk way and making large icicles and ice puddles. Not to mention the rain spilling over the eaves like a waterfall. The eaves are not doing what they should be doing. After a few calls with the city we were advised to repair it. We contacted the company and it took them more than a year to take a look at the eaves. Once they arrived in august of 2022 they put a hose from the tap and tried to prove that in fact the eaves work as expected even though we showed proof of ice and rain over flow. They claimed it was thr leaf guards and the holes being small and that we should replace them. I told them to replace them. After being is noted for another few months the manager advised that they do not have smaller holed leaf guards and that if we wanted it replaced to bigger holes we have to hire and pay another company.

  Business Response

  Date: 12/10/2022

  We have gone to this customers home on three separate
  occasions:
  On March 11, 2021, we went with complaints of leaking eaves,
  however they admitted the eaves are not leaking but there is icicles in the
  winter. Our installers explained that due to the freezing winter temperatures
  we have, in cases of flashing freezing icicles will form and unfortunately
  cannot be prevented. As you can see in one of the pictures provided by the
  customers shows the downpipe extension on the ground water is frozen due to the
  cold, and this shows that the water is actually running properly but has frozen
  from the ground and continues upwards to the eaves which will defrost with some
  sun or warmer temperatures it is due to freezing temperatures 
  We received anther call, the customer requested that we
  raise the downspouts on the side of the house because they felt it was too low.
  On October 26, 2021, we fixed the downspouts as requested with no further
  complaints.
  We received another call about the eaves leaking, and yet
  again they lied about the issue and were instead concerned about the icicles in
  the winter. We returned on August 2, 2022, and again explained how when there
  is snow on the roof and eavestrough that melts before quickly freezing, icicles
  will form and all eavestrough are susceptible to this. The installers preformed
  a water test to demonstrate that the leaf guard and eaves are flowing and
  draining through the downspouts correctly in front of the customer.
  The statement that our installers told her the leaf guard
  holes are too small is false. When the customer called in for a fourth time,
  again about “leaking eaves trough”, they told us that it was someone from another
  company that said the leaf guard holes were too small. We use ******* leaf
  guard, one of the leading brand in Canada, and as explained and proven, the
  leaf guard does not prevent the water from draining. We offered to remove the
  leaf guard but they refused.
  We have gone every time that they called for a service and
  demonstrated that there is nothing wrong with the product or labour.

  we have done everything we can to help this customer understand that there eavestrough and downpipe all work properly,  we cannot prevent flash freezing due to cold weather, everything freezes, water cannot not run when frozen.  

  Danny C.

  Customer Answer

  Date: 17/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I made numerous texts and phone calls and so did my daughter to resolve this issue. The response was either ignored or no one returned my call. 
  the one time the manager Danny spoke to my daughter he ****** ** her on the phone about how there is nothing he can do. And if we were unhappy with the service to call another company to replace the leave guards with a bigger holed version as his company does not carry that style of leave guards. His other alternative while still ******* at her was to revive the leaf guards and pay someone twice a year to clean the gutters. This is very unprofessional for a manager to yell at customers and not properly explain in a calm manner. The issue still lays that my neighbour is not impressed with the water spilling over the gutters onto his property. It also spills onto my lane way making it unsafe for walking in the winter due to ice forming over the gutters and not draining properly into the downspout. 
  this is something that should have been clarified, detailed and explained prior to us purchasing and replacing the gutters. My previous gutters never caused such an issue. We tried to better and improve our home but instead we’re left with unsafe living conditions during the elements. We are retired and live on a fixed income to spend thousands of dollars again to make this right is unacceptable 
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 27/10/2022

  As previously stated, we have physically gone to the house
  on 3 separate occasions. We explained the issue to the homeowner in person—and
  proved with a water test--and they seemed to understand that the eaves trough
  and downspouts have been installed correctly and are draining properly. We
  offered to remove the leaf guard to help stop the icicles forming but were
  refused. We do not use leaf guard with larger holes because they do not serve
  the purpose of keeping leaves and seasonal debris out of the eaves trough; the
  eaves trough will get clogged and will cause leaking from blockage and
  overflow. We do not install products that we don’t stand behind or warranty,
  which is why we told her she will need to find another company if she insists
  on installing a faulty product.
  We have extended every professional courtesy, despite false
  accusations we have never raised our voices to the homeowner or her daughter,
  and have done everything in our power to satisfy the customer by providing
  alternative solutions. If this harassment and defamation against our company
  continues, we will be forced to pursue legal action in accordance to the
  Occupational Health and Safety Act.

   

  Danny 

   

  Customer Answer

  Date: 02/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  As a consumer I feel ********** *** ******** by the company. We were looking for a resolution as we are elderly seniors and on a small income. They are making it seem like we lied and we have not. 
  The manager Danny never offered to remove the leave guard, only ****** *** ******** ******** my daughter to find another company as they don’t offer bigger holed leaf guards, the explaination offered here was never told to us. Why? 
  Putting a water hose doesn’t make it a ‘water test’ as rain doesn’t come from a hose. 
  

  The company is threatening to sue instead of coming to a resolution. **** ** **** ******** ******* *** ******** ************** *** ********** ****** ******. Also, I’ve contacted a lawyer, you cannot sue because the consumer is not happy with your service, I have my charter rights and freedom of speech to express how the company workers and the manager  treated us as customers. 

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

  It unfortunately doesn’t seem like this matter will be resolved, we just wanted this matter resolved peacefully and ethically *** ** *********** *** ******** your customers. 

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

  Customer Answer

  Date: 03/11/2022

  In reference to the above complaint I wish to not be contacted anymore by the company.
  They have come back ************ ******** *** ***** ******* and have no regard to resolving the issue in a peaceful manner.
  I do not appreciate the tone in which he spoke during his complaint. Being ****** ******** on the phone and now through this website is affecting my mental state and causing undue stress, which I do not need.
  
  I will not recommend this company moving forward as they are ********** ****** and treat their customers poorly when the customer is looking for a resolution to prevent body injury to us and visiting guests.
  311 has been informed of this issue and told us to get it fixed, but this company refuses. I have provided proof to no avail.
  
  I do not wish to be bullied and threatened anymore.
  
  Please close the issue.
  
  Thank you for understanding and for your patience