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:11/06/2024

  Type:Order 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.

  Earlier this year I made arrangements with LUX WINDOORS company for two separate projects: replacement of all windows in my house and the hot tub installation in my yard. I took out a loan to pay for both projects. Windows were done well and I paid for this job as was agreed. I transferred $5,650 to the company owner for the next hot tub installation project in Feb 2024. Since then, he applied for a sewer permit ($1900) and survey of the property ($2000). He paid for these expenses out of my money, he received from me and nothing else was done since June 2024. He did not even file for a permit for hot tub installation. I tried to reach out to him unsuccessfully by calling and texting from July 2 to obtain information on project progress. At this point he still has a balance of $1,750 of my money. After I asked him in writing to return me the balance he owes me, he replied on October 7th saying that he will charge me for the time he spent on the above mentioned sewer permit and survey for 35 hours at @75 per hr = $2,625 and because of it he does not owe me anything. We never discussed the number of hours and hourly rate he would spend to arrange those tests. I doubt that he would be able to justify 35 hours worth of work, considering he did not even file for a permit for actual hot tub installation and no work was started on this project so far, considering he received deposit for this project in Feb 2024 and I hoped to have it done by the beginning of past summer. He owes me $1,750 which he refused to return. He is not a trustworthy contractor, he wasted my time and unjustifiably kept my money. I submitted a review about my unpleasant experience with Peter K*************, owner of Lux Windoors to BBB. I hope that BBB will help me to resolve my issue with this company.

  

  Business Response

  Date: 11/19/2024

  The contract to install the hot tub never included any services for obtaining permits, land surveys and soil testing with the health department. It took 3 months for the Surveyor and septic company to complete this. ******** wanted us to assist with this process so we did all the research to obtain a Surveyor and a septic company for the b100 that was needed before we can apply for any permits for our project. This process was long and was explained to the client. We provided a service and we're expecting proper payment. We spent months chasing the Surveyor and septic company to complete their work. We used the deposit giving to us for the hot tub work towards the Surveyor and Septic company. The remaining balance was applied to our fees for the time spend managing the permit process.

  Customer Answer

  Date: 11/21/2024

  Hello,

  First of all, there was no contract in place. I was given a quote( attached). 
  We had a conversation about permits before LUX WINDOORS was allowed to start building the hot tub platform. Peter (the contractor) had never communicated about additional fees and hourly rate for arranging a survey service and applying for permits.
  
  Also, I would like to see a  justification for 35 hours spent applying for the documents related to potential permit.  Peter K************* is expecting me to pay $1,750 in fees for arranging him a survey service and applying for sewer clearance. The final permit process wasn't completed and services for building the platform were not provided.
  
  
  Peter K************* took the balance for the uncompleted permit filling to install a hot tub on my property.
  I am attaching screenshots of my conversation with Peter Peter K************* showing that the sewer clearance was granted on June 15th, not July 31th as he stated in his communication on August 6th. He was provided with all the signed documents for the hot tub permit installation application that he never filled for. Nothing has been done since June 15th. 
  I am insisting on the $1,750 refund. 

  Sincerely,

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

  

  Business Response

  Date: 11/21/2024

  Since we didn't have a written contract on the extra labor for all the work that we provided as you wanted , we will refund the amount due in a form of a check. It's our fault we trusted your word. Thank you.

  Customer Answer

  Date: 11/30/2024

  Hello,

  The last replay from Peter Peter K*************, the owner of LUX WINDOORS has been received on Nov 21st promising him to send me a refund . As of today, Nov 30th,  the refund of the $1750.00 has been received yet. I would like to receive a conformation when a check is mailed out.

  Thank you,

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

  

  Business Response

  Date: 12/17/2024

  Hello Stewart

   

  We will be sending out checks on Monday December 23rd.

  The amount requested by ******** will be mailed