ComplaintsforParadise Exteriors LLC

• Initial Complaint

  07/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Paradise Exteriors failed to complete the job they were paid over $30,000.00 to complete and despite numerous follow *** personally, we have not received any assistance, and are told we will "hear back" and never do. My hurricane impact windows and doors were initially installed in April 2023 improperly. Two sliding glass doors were installed backwards and had to be reinstalled around August 2023. Numerous lower employees have been to my property advising of the poor installation and necessity for the reinstallation of specifically my sliding glass doors, though the manager, ****, and service manager, *****, have denied what has been said, despite the fact that these conversations with other employees were recorded by Ring cameras in my home. To date, the windows were not cemented/stuccoed to my home. Instead, there remains a large gap between the sliding glass doors' openings and my home. ***** and **** have advised that they "do not complete these services," however, according to other contractors who have offered second and third opinions, and their own employees, this is not correct and the job remains unfinished and more importantly, unsafe, allowing the elements and animals to enter my home through these gaps left by this company. Despite the numerous issues from the beginning of the installation process, including the wrong windows being installed the first time, the backwards installation of two sliding glass doors, and incorrect installation of two other sliding glass doors - we just want our doors secured to our property and the gaps eliminated, or a refund so we can hire a contractor to fix the job.

  

  Business response

  08/19/2024

  Paradise Exteriors passed the final inspection on 10/5/23 and provided the customer with a $2,000 discount for the original challenge incurred involving the sliding direction of the sliding glass doors.
  
  On 4/8/24 Paradise Exteriors received a call from the homeowner stating they were having issues with their doors.
  
  Paradise Exteriors requested pictures from the homeowner providing details of the issues they were having and scheduled a technician to visit the home on 5/1/24 to review the homeowner's concerns.
  
  When the technician visited the home on 5/1/24 the homeowner requested Paradise Exteriors remove the pre-existing trim from the products that had been installed and had already passed final inspection 10/5/23. 
  
  It was determined that the pre-existing trim was the cause of the homeowner's concerns and that the products Paradise Exteriors installed were performing properly.
  
  The agreement includes stucco damage repair as a result of installation. Paradise Exteriors notified the homeowner that the issues they are having are with the pre-existing trim is outside of the scope of the agreement and not something Paradise Exteriors can perform work on as the installation provided is according to Florida Building Code.
  
  Our family appreciates your business and we look forward to helping you with any of your home exterior protection needs in the future. 
  
  

  

  Business response

  08/20/2024

  
  Paradise Exteriors passed the final inspection on 10/5/23 and provided the customer with a $2,000 discount for the original challenge incurred involving the sliding direction of the sliding glass doors.
  
  On 4/8/24 Paradise Exteriors received a call from the homeowner stating they were having issues with their doors.
  
  Paradise Exteriors requested pictures from the homeowner providing details of the issues they were having and scheduled a technician to visit the home on 5/1/24 to review the homeowner's concerns.
  
  When the technician visited the home on 5/1/24 the homeowner requested Paradise Exteriors remove the pre-existing trim from the products that had been installed and had already passed final inspection 10/5/23. 
  
  It was determined that the pre-existing trim was the cause of the homeowner's concerns and that the products Paradise Exteriors installed were performing properly.
  
  The agreement includes stucco damage repair as a result of installation. Paradise Exteriors notified the homeowner that the issues they are having are with the pre-existing trim is outside of the scope of the agreement and not something Paradise Exteriors can perform work on as the installation provided is according to Florida Building Code.
  
  Our family appreciates your business and we look forward to helping you with any of your home exterior protection needs in the future.
  

  Customer response

  08/22/2024

   
  Complaint: 22052704
  
  I am rejecting this response because:

  The contract includes stucco repair, which was not completed - the stucco has not been replaced leaving a large gap between our frame and window because of a failure to remove trim prior to installation. We have been advised by two other contractors that this is a complete installation failure, should have been completed by your office, and will cost an estimated $5,000 to fix a half done job. We have sent numerous videos and pictures showing that the doors are not properly installed and you can stick your finger from the outside of the home through the inside around the windows where stucco should be. 
  

  The $2,000 reimbursement was for the first error in installation, being the flipped doors, and did not account for the numerous errors in installation which occurred thereafter, including a failure to seal the windows themselves, failing inspection two or three times, ripped screen, and failing to install the final trim and sealant pieces - which I have given up requesting a fix for and have hired another company to fix. 
  

  Your own installers and employees are on our visible security camera stating the job is improper and needs to be fixed the only individuals from your company in disagreement are ***** and ****. I also received a call as soon as I left a one star review on your company regarding this and again was met with well call you back, and never heard back, again. 

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

  

  Business response

  08/22/2024

  Paradise Exteriors stands behind the previous statement.

  Customer response

  08/23/2024

   
  Complaint: 22052704
  
  I am rejecting this response because of the reasons previously stated and will be proceeding with a DBPR complaint for failure to comply with standard housing codes related to installation, as well as other measures.

  
  Govern yourselves accordingly. 
  

  
  ***************************, Esq. 

  

  Business response

  09/06/2024

  Paradise is set to perform the service on Tuesday 9/17.

  
  Thank you.

  

  Business response

  09/06/2024

  Paradise is set to perform the service on Tuesday 9/17.

  
  Thank you.

  Customer response

  09/19/2024

   
  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.
  

  The company actually sealed most of the windows. There is one window missing a felt to seal it we will have a contractor fix. Happy they actually did their jobs and lizards are no longer entering my home. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased windows from this company. They were installed there is an issue with the windows opening and closing. They were supposed to order the part back in May. I still have not heard from them and it's keeping me from selling my home. I was assured that I would not be charged until everything was completed to my satisfaction. However I have been charged and my windows don't work properly and I am in the process of selling the home. This is prohibiting me from doing so.

  

  Business response

  08/19/2024

  Paradise Exteriors installed the project on 5/16/24.

  The final inspection for the project passed on 5/29/24.

  We have attempted contacting the customer multiple time in regards to the window they are having challenges operating but the phone number we have on file states they are not taking calls at this time.

  Please contact our service manager ****************** at ************ or ********************************* if you still need assistance with this window.

  Our family appreciates your business and we look forward to helping you with any of your home exterior protection needs in the future. 

  Customer response

  08/23/2024

  That's funny, because they have always contacted me vial email and never phone as you saw all communication is thru email.  So even if they could not get a hold of me thru the phone they knew how to get a hold of me thru email.  They had no problem doing that when it came to paying them.

  Trying to put the blame on the customer is definitely not a good business move. 

  I want a reduction on my bill and as now my house is on the market I will start charging every month I do not get someone here to fix these windows. 

  Customer response

  08/23/2024

   
  Complaint: 22036813
  
  I am rejecting this response because:

  That's funny, because they have always contacted me vial email and never phone as you saw all communication is thru email.  So even if they could not get a hold of me thru the phone they knew how to get a hold of me thru email.  They had no problem doing that when it came to paying them.

  Trying to put the blame on the customer is definitely not a good business move. 

  I want a reduction on my bill and as now my house is on the market I will start charging every month I do not get someone here to fix these windows.
  

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

  

  Business response

  08/23/2024

  Paradise exteriors stands behind the previous statement.

  Customer response

  08/29/2024

   
  Complaint: 22036813
  
  I am rejecting this response because: they have every possibly way to get a hold of me.  It is their choice not to.  They knew how to get a hold of me  to have the windows installed and to make payment. Blaming the customer for them not coming out to  replace the damaged product is on them not me.  I redid not break the mechanism it came that way.  If this has not been going on for months I would be fine.  THis has been going on since MAy, they knew then I was planning to sell my home.  I was told the part takes about a month.  That would have been in April sometime.  We are going into August.  If this was a situation where I was the one in error they would sure be looking to sue and or hold me accountable via adding more money to the job or fees.  

  I want a reduction on my bill.   We signed off that t he job was installed not that it was completed.  Two different things.  NOt to mention I cant sell my h one with defective windows.  I need this taken care of immediately.

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

  

  Business response

  09/06/2024

  Paradise Exteriors is scheduled for perform the service on Tuesday 9/10.

  Thank you.

  

  Business response

  09/06/2024

  Paradise Exteriors is scheduled for perform the service on Tuesday 9/10.

  Thank you.

  Customer response

  09/11/2024

   
  Complaint: 22036813
  
  I am rejecting this response because: it took them 6 months to complete a 15 min job.  Yes they came and fixed the windows; however I would like a substantial credit for my inconvenience of waiting 6 months for them to complete the project. 

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

  

  Business response

  09/11/2024

  Paradise Exteriors reached out to ********************* within a week to schedule the service on the project after passing final inspection.

  After making multiple attempts to reach out and schedule the service we did not receive a response other than the BBB complaint.

  Paradise Exteriors is unable to provide a credit for the project.

  Thank you.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  **Date of Order:** February 9, 2024 **Date of Installation:** May 2, 2024 **Price:** $26,000 **Complaint:**I am filing a complaint regarding the installation of a door I ordered on February 9, 2024, from Paradise Exteriors. The project cost $26,000, and the installation was scheduled and carried out on May 2, 2024.During the installation, a glass insert in one of the doors was broken. When a replacement was provided, it was also cracked upon installation. It has now been over two months since the replacement glass insert was expected to arrive, but we have yet to receive it. We have been given multiple estimated times of arrival (ETAs), with the earliest being June 4, 2024, but the glass still has not come.Due to the delay in receiving the replacement glass, our door still has a huge crack, and we are unable to get the inspection done to finish the project. This ongoing issue is causing significant inconvenience and frustration. On the date of sale in February, I was told the project would be completed before April 12, 2024. However, it is now July 16, and the project remains incomplete.I request that Paradise Exteriors expedite the delivery and proper installation of the replacement glass insert and complete the project as soon as possible. Additionally, I am seeking compensation for the undue delay and inconvenience caused.Thank you for your attention to this matter.**Contact Information:**- **Name** ***** ******************************* - **Address:** ************************************** - **Phone Number:** ************ - **Email:** *************************

  

  Business response

  08/19/2024

  We apologize for the delays from the manufacturer for the replacement of the cracked door. 

  Our records indicated Paradise Exteriors was able to replace the cracked panel and have passed final inspection.

  According to the manufacturer this glass was on backorder which is an atypical occurrence and we are sorry for the inconvenience the delay in the replacement caused.

  Our family appreciates your business and we look forward to helping you with any of your home exterior protection needs in the future. 

  Customer response

  08/30/2024

   
  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.
  
  Sincerely,
  
  ****************************

• Initial Complaint

  06/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I signed an agreement with Paradise Exteriors on October 6th, ****************************************** a house purchased for our new permanent residence. These were large impact rated expensive windows. At that time I told by their Sales *** it would take 2-3 months for delivery of the windows and then installation would be scheduled. After several emails and calls a "remeasure date was set for Nov. 9th. On Dec. 5th, I received an "Addendum" to the contract without a real explanation of why. This meaning the order had STILL not been placed. Their Sales Manager called on Dec. 12th in response to my request for Florida Product Approval numbers for the windows and doors that my engineer had requested. He said he would get them to me asap. Took a week, but he sent me all but one. He went on to say via email on Dec. 18th, that once he received it, "we can move forward with the permitting process and once through permitting we will order windows and doors and give you an ETA". Now being in the contracting business myself, I know you don't have to have a permit in hand before you place an order for any product. Before the install yes, before the order NO. I also, know you can call the manufacturer and get the Florida Product Approval number at any time. I feel like I got nothing but excuses from this company, so on Dec.18th I wrote an email to the Sales Manager asking them to return my deposit and to not order the windows and doors. It had already been three and a half months and they had STILL not even placed the order. This was holding up several other aspects of the renovation project we were doing on the residence and I just couldn't wait any longer. His response to my email was a copy of their very unfair Cancelation Policy. I then wrote a letter to the owner of Paradise Exteriors, dated Jan. 10, 2024 outlining my displeasure with their negligent processing of my order and asked nicely again for my deposit back and to the day have never received a response.

  

  Business response

  08/19/2024

  Paradise Exteriors attached the contract entered on 10/6/23 with *************************** and ***********************.
  
  The contract states The Start of installation approximately 8-16 weeks(s) from securing permit, HOA, finance approval which was initialed at the time of sale by *************************** and *********************** acknowledging and agreeing to this timeframe.
  
  Since these products are custom made it is typically necessary to obtain permit approval before ordering especially on larger-sized projects to prevent the homeowner and the company from incurring additional material expenses if the homeowner's building department requires changes.
  
  Paradise Exteriors has also attached the addendum contract which was authorized by *************************** and *********************** on 12/6/23 and detailed the openings in which the customer would be modifying. 
  
  ********************** submitted for the permit with ************** on 12/20/23.
  
  The Manatee County building department provided extra documentation that needed to be signed and notarized by the homeowner on 12/22/23 which Paradise Exteriors sent to the customer and left a message detailing that this paperwork was necessary to obtain permit approval before ordering their product.
  
  Paradise Exteriors attempted to work with the customer to receive the necessary approval from their building department to order the product but the customer is uncooperative in our efforts to uphold our end of our legal agreement we entered into with *************************** and ***********************.
  
  Paradise Exteriors is willing to uphold our end of the agreement we entered into.
  
  If the customer chooses to cancel the project the conditions are detailed under the Additional Terms and Conditions of this Agreement.
  
  10. ***** agrees that in the event of a breach of this Agreement or canceling after the rescission period has expired, all deposits
  are forfeited, and Buyer is financially liable to Paradise Exteriors for the cost of any materials ordered, all out-of-pocket expenses,
  and any loss of profit for this transaction.
  
  Please let us know how you would like to proceed. Thank you.

  Customer response

  08/20/2024

  I completely reject this response from Paradise Exteriors. We are talking about how long it took them to do their "remeasure", apply for a permit and place the order...NOT the start of installation. Where in their contract does it state this part of the process will take 3 months? It doesn't. The contract "Addendum" they had us sign was BS, there were no opening modifications and they never gave us a satisfactory explanation as to why it was issued in the first place. In my opinion, just another delay tactic.

  Paradise says in their response that a permit was applied for on 12/20/23...2 days AFTER I asked them for a refund and to stop the process. This also goes to prove the point made above...over 3 months to apply for a permit. Paradise also states the *********************** ***** asked for additional documentation. They are talking about a "Notice of Commencement" nothing else. This is required to be recorded prior to the contractor calling for their first inspection on any permitted project. As a matter of fact, this Notice requires a permit number prior to recording it.

  Bottom line here, even their Sales *** at the time apologized to me numerous times about how negligent his office was in processing my order. Sure they say they are willing to uphold their end of the agreement NOW...but what part of the agreement did they uphold between October 6th and December 20th? How do I want you to proceed Paradise Exteriors?..return my $6,300 deposit.

  Customer response

  08/20/2024

   
  Complaint: 21889997
  
  I am rejecting this response because:

  I completely reject this response from Paradise Exteriors. We are talking about how long it took them to do their "remeasure", apply for a permit and place the order...NOT the start of installation. Where in their contract does it state this part of the process will take 3 months? It doesn't. The contract "Addendum" they had us sign was BS, there were no opening modifications and they never gave us a satisfactory explanation as to why it was issued in the first place. In my opinion, just another delay tactic.

  Paradise says in their response that a permit was applied for on 12/20/23...2 days AFTER I asked them for a refund and to stop the process. This also goes to prove the point made above...over 3 months to apply for a permit. Paradise also states the *********************** ***** asked for additional documentation. They are talking about a "Notice of Commencement" nothing else. This is required to be recorded prior to the contractor calling for their first inspection on any permitted project. As a matter of fact, this Notice requires a permit number prior to recording it.

  Bottom line here, even their Sales *** at the time apologized to me numerous times about how negligent his office was in processing my order. Sure they say they are willing to uphold their end of the agreement NOW...but what part of the agreement did they uphold between October 6th and December 20th? How do I want you to proceed Paradise Exteriors?..return my $6,300 deposit.

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

  

  Business response

  08/20/2024

  Paradise Exteriors stands behind the previous response.

  Thank you.

  Customer response

  08/20/2024

   
  Complaint: 21889997
  
  I am rejecting this response because: Of course they stand by their previous response. What are they going say, we are wrong, here's your deposit back, not likely. To anyone contemplating doing business with Paradise Exteriors, I'd highly recommend that you don't. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought windows (10). The windows & screens are guaranteed for as long as we live in the home. The screens are coming away from their frame. Been trying to deal with the installation Manager, **** via emails. He told me it would take time. Ive given him a month with no response. I feel a month is more than enough. We are Seniors and these window were expensive

  

  Business response

  05/29/2024

  We are sorry for the delay in the replacement of your screens.

  The screens were ordered 5/21 and we received an estimated time of arrival for them of 6/11.

  Once we receive the screens we will reach out to you to schedule a date to come out and replace them.

  Thank you again for your business.

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This has to be one of the most unorganized, immature window vendor to do business in the **. Called twice to get a quote for windows just to be stood up twice with no call, text or show wasting my time and energy. Every time I call they say well give you a discount for the inconvenience. If I enter in a contract how do I know they wont do the same thing? After the second time I asked to speak to a supervisor just for them to hang up the phone on me three times. If they cant come for a simple appointment chances are Im going to run into bigger problems when the job commences - no thanks. Be warn they are a bunch of no integrity individuals that cannot show up for a potential job they set the expectation for. I hope a C level sees this so they can correct from the top down.

  

  Business response

  05/20/2024

  I am sorry our company was not able to meet with you at our scheduled appointment time.

  Our company is built on doing what we say we are going to do and it looks like we did not meet our obligation here.

  Thank you for bringing this to our attention, I assure you the proper actions will be taken.

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Windows do not fit the opening correctly. The windows were supposed to have insulation around windows to block noise and heat/air. The windows have about a 1/4 inch or larger around the windows that allows air and noise to come through the openings. The windows noise is loud and the windows pass heat and cold throught the windows. Paradise sent a County Inspector and I showed him the problems he agreed that the windows were not correctly installed. He asked if I had paid them and I said yes, he stated I should have not paid until the final inspection. Paradise sent an inspector from their office and he agreed that the windows should have insulation around the windows and volunteered to fix the windows but then called for permission and was hold not to fix them just write it down. He proposed installing spray window insulation foam, wood trim between the windows and walls, or regular fiberglass insulation. I called the office two weeks after and was told by one of the boss **** an Owner, that he would talk to the inspector and get back to me which he never did. The only person to contact me has been ***************************** to have a final inspection. She stated that it needed to be in my contract about insulation of windows.The Sells person assured me that they would have insulation around the window and it should reduce the noise level by about 90%. I can barely tell the difference from the old windows. My cousin has impact windows that block all noise from a loud street as did the impact windows I installed in my last house in ******* Bch. ******* from *********** The persons that installed the windows were 3 Cubans, a father and two sons that stated they did not speak English. But when I asked about the insulation in spanish they said there would be insulation. Upon return after a doctor *********** I and my wife saw the large areas around the window openings, which they covered with thin plastic stripping to hide the poor window fit/workmanship .

  

  Business response

  02/16/2024

  Paradise Exteriors has worked with ******************** in order to resolve the complaint.

  Thank you.

• Initial Complaint

  01/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of contract 10/19/23 no communication windows not ordered and no permit gotten by City Now 1/19/1924. Run around by office-out of office-no return call and lied too. Just read other complaints by others. All true . Think twice by using Paradise Exterior. You will not have a Paradise Day

  

  Business response

  01/29/2024

  Paradise Exteriors received permit approval 1/22/23. The windows have been ordered and will provide an estimated time of arrival of the products from the manufacturer once received.

  Thank you.

  Customer response

  04/12/2024

   
  Complaint: 21169195
  
  I am rejecting this response because:Follow up with Paradise LLC.   Failed City of ****** inspections.   Had to pay otherwise said put Lien on property.   Did poor workmanship on window.   Was No communicate with the company.  Took over 6 months to put in window.  Three people put in windows that could not talk English.    Put in windows that were not all from the same manufacturer and never told.   No one from office new about construction of windows and no one answers my texts.   
  
  Sincerely,
  
  *****************************

• Initial Complaint

  01/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had instillation of 26+ hurricane windows to be installed right before thanksgiving 2023. They ruined and trashed our home. The workers broke 2 of our window ledges, left our doors opened when leaving to all the outside bugs, flies when my daughter was right upstairs and could say when they were leaving. They cut our tile by the sliding door, have slash marks in our stucco, ruined our shutters, concrete mixture all over our roof, the driveway, grass, splashed and running down the house so our recent stucco and paint job of $11000 looks like c*** They have glue on all the windows and now we have to figure how to get all this c*** off. Dents and chips in the foundation paint and splatter of white stuff by one inside window that they tried to fill in a hole. My home was filled with dust as they never covered anything. I have gone through 6 filters so far for my a/c and bought a bug zapper to get out everything they let in. To date have not finished dusting, washing and cleaning our home. They left these White strips all over the house and on my furniture. I was going to throw them away when I complained and was told they were needed after inspection which no one ever said nothing to me or my husband. They also left the screens in the garage and the sliding door screens on my lanai. I have had numerous calls to their rude secretaries whom at first one named ****** said I couldnt talk to a manager then after many calls someone was sent out and took pictures and nothing was ever done or called back to take care of. After the inspection one came out to put in the strips and couldnt finish because of no ladder. The office is rude & useless. We cant get a manager to address the abundance of deficits. So screens was put back in and 1 was missing & the sliding door screens cant go in. This is the most unprofessional, and biggest mistake to bring into the new year. We have spent $40,000 for windows and will not spend a cent more to fix their workers destruction. Help

  

  Business response

  01/25/2024

  Paradise Exteriors is scheduled for service with the customer on 2/2.

  Thank you.

  Customer response

  01/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I also see  only a few to many pics that was submitted. But find this to be a start to the resolution but do not trust anything until they have been addressed. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have a contract that states I will have screen doors installed on my 2 sliding glass doors that were installed last September, and despite repeated efforts to reach Paradise Exterior, all my request have been unanswered.

  

  Business response

  01/18/2024

  Paradise Exteriors was able to come to a resolution with the customer.

  
  Thank you.

*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. ↩