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:07/24/2024

  Type:Service or Repair 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.

  On 22 May 2024 an agreement was signed for purchase and installation of windows at my residence. On same date I paid Business owner ********************* $2,400.00 towards the total amount due. *************** estimated lead time of approximately 8 weeks. Since 11 July I have made multiple attempts to reach *************** via emailing, texting, and calling, asking him for delivery status update. As of today, almost 2 weeks later, I have not received any reply from ***************. Please be aware, the address I have for this firm is **************************************. The cell number of *************** is ************.

  Customer Answer

  Date: 08/19/2024

  RE: complaint #********.
  
  Greetings: Please close this complaint against Home Design Exteriors. The business owner has refunded my deposit in full. No further action is needed.
  
  Kindly reply and confirm.
  
  Thanks and regards,
  
  *********************
  *****************************
  ***********************************
  ************
  *********************
  

  
  

• Initial Complaint

  Date:01/13/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Hired this firm 4/17/23 to replace 15 windows and a patio door. After delayed delivery, windows were finally installed 8/30/23 but with several issues - missing grids, a bent screen, poor cleanup. Contacted **** right away and he said he would come out personally on 9/4/23 to see and address the problems. He never showed and did not return calls. ***** door was supposed to be delivered/installed a few weeks after windows; still waiting for that to happen. Multiple follow-up calls and texts over the last several months have all gone un-answered.

• Initial Complaint

  Date:11/02/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On July 11, 2023 I met with **** ****** of Home Design Exteriors. He measured for two replacement windows, took a deposit of $1250.00, and told me it would be about 6 weeks. On September 1, I texted him asking about the status of our windows--no answer. I texted again on September 11 and 12. He answered on September 13 giving me a new date of the week of October 9. I texted on October 6 for the status and he said the windows are in and he was trying to get it scheduled in the next week or so. I gave him dates of October 18 or 19 that would have worked for me. He said he would talk to him installer to see what worked best with his schedule. I heard nothing since October 6. I texted again on October 25 and 27. No answer. I have emailed and left messages on every phone number I had and found on their website. This is beyond frustrating and I can't help but think they've gone out of business and are ignoring me. I want my windows installed at best and a refund of my deposit at worst. I do have a signed contract, but there is no order number, etc. on it.

  Customer Answer

  Date: 11/27/2023

  I received a text from an unknown number for this business the same day I filed the complaint. It said "...I apologize I've been away this week and catching up on work. Your window came in wrong and is being remade. I should have it here on the (November) 20th. It came in 6-inches too short."

  I replied "Ok. Please keep me advised. The lack of communication is very frustrating to me."

  There was no reply to my response. I texted him again on November 20, 21, and again today, Nov. 27. No reply whatsoever.

  At this point, I don't believe there are any windows coming. I am being completely ignored and I just want a refund of my deposit of $1,250.00.
  

• Initial Complaint

  Date:08/09/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On June 6, 2023 I signed a contract to have 3 windows replaced. I was told the installer would call me, and be out within a week to measure the windows. I received no call. Approximately a month later I called to inquire about the measurement, and was informed it hadn't taken place. The owner apologized and said he would be out the next day to do the measurement, and would inform me of the status of my windows. I have heard nothing since then, and the company is not returning my calls, e-mails or a text message I send on 08/03 (asking for a full refund of my deposit). My impression is no work has been done on my project. At this point, I would like a full refund of my deposit.

• Initial Complaint

  Date:06/03/2023

  Type:Service or Repair 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.

  Reached out to ********************* on 2/15/2023. He was pleasant and quick to come out and give us an estimate for our small residential window job. He told us it would be fairly expensive for the size of the job, and probably not be able to be installed for 8 weeks. Given what we needed, his high recommendation on a local FB page, we were okay with that. He then didnt reach out for over 8+ weeks. **** then pushed installation to mid May & said hed give us a a discount due to the long lead time. We agreed. That was followed by zero communication leading up to mid-May. We were able to contact him one more time when he said hed give our deposit back. Since then -ZERO communication with me or my wife. He will not return calls or txt messages. At this point we just want our deposit back. We are disappointed in the lack of commutation & follow through.

  Business Response

  Date: 06/13/2023

  I've been in communication with ******************* about the 1 window that was on order. I feel bad that we were not able to complete the order, Due to increase in work load our installer was not able to get to to the residence for a 1 window installation in a timely manner.  I have fully refunded their deposit.

  I wish the Landgrens all the best moving forward.

  Sincerely,

   *********************

  Customer Answer

  Date: 06/27/2023

  Good Afternoon - 
  
  I apologize as I missed the 7 day window as we were out of town. We did get our deposit back in full.  At this time the complaint is resolved. 
  
  Thank you!
  
  **** & *********************************
  

  
  

• Initial Complaint

  Date:07/08/2022

  Type:Service or Repair 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.

  Worked with **** with Home Design Exteriors in 2021 to purchase a set of windows. The sales process was fairly quick and **** generally responsive. Once the order was placed, long lead times were well-known at the time so no surprise it took ~4month for the windows to arrive.Their installers were great but had an incorrectly manufactured (size) window. I was told the replacement was on order (Dec. 2021). Around April 2022, I received a call from an installer that the window was in and they would be out to install in a couple days.The install date came, no word by EOD. I reached out to the installer and he, surprised that **** hadn't contacted me, said all they could find at the warehouse was a sash, no window. Nothing they could install.**** never reached out to explain what happened. Over a week later, I contact **** asking for a status and it took another week and multiple emails from me to receive a reply. The replacement, replacement window has now supposedly been on order since ~ 4/20/2022 and all subsequent emails and phone messages to **** requesting a status update remain unanswered.I know he's still doing his thing as a neighbor, whom I have warned about ****'s customer service, has a sales appointment with him in the coming week.In addition to the above, many of the new windows had manufacturing defects that were noticed right after installation. An avenue for filing a warranty claim is through the installer. It took from Dec. 2021 until April 2022 to receive a reply and visit from **** to file a warranty claim and assurance that he would help expedite the process if the manufacturer didn't reach out. Since then (now July 2022), deafening silence from the manufacturer (whom I doubt actually received the claim) and **** who I have, of course, made multiple attempts to contact (email, phone) for a status update or warranty claim assistance.

  Business Response

  Date: 04/04/2023

  **************** is  a great client. I appreciated his patience on getting this resolved. I'm happy to respond that this job was completed last year and should close this complaint.

   

  Thank you,

   

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

  Customer Answer

  Date: 04/12/2023

  I'd like to update this complaint with a reply to the business' response that in December 2022, the complaint's problem was fully resolved to my satisfaction.