ComplaintsforDurante Home Exteriors

• Initial Complaint

  02/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We hired Durante in October 2022 to replace 15 windows in our home. We were told they would be done in December 2022. Durante showed up with only 8 of 13 windows and forgot to order the other 5. They said they would be back in January but called us the day before to say the windows were not on the truck. They postponed us again until the last week of January when the windows were received unpainted. We are getting only halfhearted apologies and no one actually taking this situation seriously. If I messed up on one client that many times, I wouldnt have a job. We would fire them from the work but we would have half of the windows that dont match. They dont take us seriously so maybe theyll take the BBB seriously.

  

  Business response

  02/07/2023

  Our Director of Operations, ****************, spoke with all members involved with ******************** project. The issue w/ Mr.******* window project is that the original order (********) was missing three windows w/ half-round transoms.  DHE installed the windows received but when the missing windows were re-ordered (********) they were the wrong color. The final order was made ******** and are scheduled to be on the Sunrise truck the week of February 22. We have expedited the order to get them sooner than the normal timeline which will be on February 22. **************** contacted **************** this afternoon (02-06-2023) and he confirmed he was given the timeline for the last re-order.  The customer is attempting to sell their home and the timeline on the re-orders are stretching out their timeline. *************** gave **************** the option to call him directly if he had any additional questions/concerns about his project.

  Customer response

  02/07/2023

   
  Complaint: 19328902
  
  I am rejecting this response because: the matter has yet to be resolved. While a representative did make outreach to my husband (not the filer of the complaint), there was no real action plan given to resolve. We got the same answer of lets see what comes in next time instead of steps they will take differently from the prior 3 attempts (business noted two but there were three) to get a different outcome. Words dont matter here. Actions do. Until we see action in resolution with all windows installed, this matter will remain open.  I hope the business uses this situation to understand that the situation is unacceptable and the plan (just words) doesnt instill trust in us that this is being taken seriously. 
  
  Sincerely,
  
  *****************************

  

  Business response

  03/04/2023

  Missing windows have arrived and been installed.  Job is complete.  As always, we strive to meet and exceed our customers' expectations.  Unfortunately, we missed the ***** especially on the timing and coordination on this project.  We do apologize for any inconvenience and are thankful the customer gave us the opportunity to regain their trust.  

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have called ******* Home Exteriors last year around November and asked for a Free estimate on a Deck installation at my home ,then a few days later I called and cancelled the appointment. That was in November of 2021 . And since then ******* HomeExteriors employees keep calling my cell phone and leaving voice messages several times every month because I do not answer when I know it’s them and then they text me several times every month and this has been going on for the last 8 months . I told them back then that we do NOT want to install anything because we changed our minds but they do NOT listen and they keep calling me and harassing me and my family about the deck installation which we will NEVER do business with them if they were the last deck company on earth . I do NOT want to do business with them ever and I do NOT want them to keep calling my cell phone and leaving messages and texting me every month several times and I want all my information to be deleted from their computers. I do NOt want to exist in their computer system . This is harassment and invasion of our privacy and our life . This is against the law . I have told them several times that I do NOT want to do business with them and I will never do business with them even if it’s free . This is the lowest and poorest quality customer service and this is very poor and bad business practice. Very low class people that keep harassing us even though we told them that we do not want to install anything and we NEVER signed any agreement and they never came to our house and we cancelled the free estimate from the beginning. I want an explanation from the owner of this company to call me and explain to me why they are harassing me and why they keep calling me against my will

  

  Business response

  09/05/2022

  Thank you for bringing this to my attention.  I have indeed deleted all your phone numbers and email address from our CRM platform and will investigate further with Management and our I.T. company.  I am sorry for any inconvenience we have caused. ***** *******.  

*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. ↩