Important information
- Customer Complaint:This company does business in Arkansas, Texas, Louisiana, Oklahoma, Kansas, Missouri, Illinois, Kentucky, Tennessee, Georgia, Alabama and Mississippi. The complaints summarized in this report are from consumers throughout those 12 states.
Complaints
This profile includes complaints for Royal Home Improvement's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 14 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Initial Complaint
Date:09/05/2024
Type: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 13 new windows installed May 2022. First leaks in 3/2024 called from 3/24/2023 to 4/3/2023 6 calls before getting response. ***** stated repairs will be done between 4/4/2923-4/5/2023. By 4/7/2023 repair man showed up and caulked windows. More leaks in 9/2023 after calling many times they came out to recaulk multiple leaking windows again. January 15 2024 bathroom and bedroom windows leaking again. Finally came out to Repair again. Were supposed to send repair man out to fix damaged sheetrock and insulation in bathroom and bedroom windows after January 2024 leaks. On 7/10/2024 finally spoke with ***** and was told repairman would be out in 10-12 days to do repairs. Called again and left message with receptionist but was told they will call me back. Its 9/5/2024 and I still haven't heard back. Could only leave a message again. I paid $8708.00 for new windows. This has been a nightmare. No flashing was installed only foam and a little caulk.
Business Response
Date: 09/11/2024
Our service team worked with the Customer today and have signed documentation verifying the Customer is satisfied with all repairs.Initial Complaint
Date:11/28/2023
Type: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 contract was for a patio door and 2 front doors. Paid down payment of $1400 in July 2023. Was informed it would be 4 weeks for the doors to be in and installed. Called multiple times after the 4 week time frame. They ensured me they would be out soon. A technician finally showed up Sept 20, 2023. The patio door was installed. He would need to return to complete the external framing of the door. He has never returned. I have called the company multiple times since then to only get the run around of when they would return. It is now November 24, 2023 and no one has called back or come to complete the patio door. This has been very frustrating. I just want the patio door completed. And to cancel the other front doors that they NEVER installed.Business Response
Date: 12/08/2023
We have met with the homeowner and have completed the work to their satisfaction.Initial Complaint
Date:03/27/2023
Type: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 April 2022 all windows were replaced but this company, 2 of those windows had cracks. After months of them telling me they were coming to replace them I final filed a complaint with BBB and they called right away but when they showed up only 1 window was replaced. Now I’ve been going back and forth with them for months and the second still hasn’t been replaced. So I just want the cracked window replaced and pretty upset that I have to file ANOTHER complaint to get it done. It’s been almost a year since my windows were installed!Business Response
Date: 03/29/2023
Our service team completed this repair on 3/23/23. The customer signed a repair order on that date after the work was completed. After receiving this complaint today, we contacted the customer to see if there were additional items in need of service. There are none. This appears to be a redundant complaint on an item closed by completion of the requested repair.Initial Complaint
Date:02/06/2023
Type: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 spent over $8,000 on windows about 10 years ago which are supposed to have a lifetime warranty and I now have at least 4 windows that are leaking air so bad that I had to duct tape them! I called them over a month ago and no one has called me back. I called again today and they told me they had my complaint but no one was there to talk to me at this time but they would call me back today which hasn’t happened.Business Response
Date: 02/16/2023
Our service technicians are scheduled to make a site visit in the next week. We fully anticipate resolving the issue.Customer Answer
Date: 02/20/2023
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:12/01/2022
Type: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.
June 15, 2022 Windows were ordered. I was told that the windows came in 2 months ago and have been told 3 times over that time that they would be scheduled the next week. I would like to get the windows installed as soon as possible. No one calls me back to give me an update, let alone a date for installation.Business Response
Date: 12/12/2022
We are working through projects in date order and anticipate being on site with this project prior to year end.Initial Complaint
Date:07/21/2022
Type: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 new doors installed. When they were almost finished with my job (I had already given them full payment) they informed me that they didn't have tan wrapping for the brick moulding. They said they would be back in a week to wrap the brick moulding. That was January 19TH. Every time I call for an update the manager ***** gives me the run around. It's been 6 months now and I would like for them to finish the job.Business Response
Date: 07/25/2022
We agree with the customer that they are owed some additional door trim. We are scheduled to be on site to resolve this issue on 7/27/22.
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