Complaints
This profile includes complaints for Paradise Exteriors LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 37 total complaints in the last 3 years.
- 14 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/07/2025
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 October 2024, Hurricane ****** and ****** hit *****. When I was able to return home, I found that the carpet in my 2nd story was soaked and the carpet surrounding the master bedroom windows. Further investigation revealed that that there was water built up in the upstairs windows which subsequently drained from the 2nd story down the back wall to my 1st story. The walls underneath the upstairs windows were damaged and paint bubbling as well as severe damage to all of the kitchen cabinets. A warranty claim was filled with the company and they came out and caulked the opens on the outside windows. After several calls contact was made with the company again to assess the interior. The installer responded and advised that there were no weep holes in my windows and they are designed that way so water would seep out and not into the house. Hence the reason for the interior damage. The installer drilled holes into the all of 12 windows. This occurred Dec. 17th, 2024. Since Dec. I have attempted to contact the company to have someone do a follow-up inspection to ensure this was the root cause of the damage and to get next steps on fixing the interior damage. Each time I call I get a female receptionist who advised someone will call me by the end of the week. I have yet to receive a follow-up phone call or any attempts from the company to follow-up. I have expressed several times that there is mold buildup that is occurring and as recent as 02/18 mold has started to seep through the paint. The cabinets molded immediately and the house smells overwhelmingly like mold. The installer looked at the issue and told me it was not his problem. Due to a language barrier there was little communication be myself and the installer. The installer spoke Spanish and had to use ****** translate to communicate. Additionally, after the installer left, I can no longer open my living room window. I would like a resolution to this problem before my family and myself become sick.
Business Response
Date: 03/08/2025
Paradise Exteriors was pleased to offer a complimentary service to address the customer's concerns.
In light of an unforeseen Act of God that has contributed to the issue, we kindly advise the customer to reach out to their insurance company to discuss potential damage claims.
We are available to answer any additional questions you may have.
Business Response
Date: 03/08/2025
Paradise Exteriors was pleased to offer a complimentary service to address the customer's concerns.
In light of an unforeseen Act of God that has contributed to the issue, we kindly advise the customer to reach out to their insurance company to discuss potential damage claims.
Paradise Exteriors is available to answer any additional questions you may have.
Customer Answer
Date: 03/10/2025
Complaint: 23036648
I am rejecting this response because:A warranty claim was submitted and the windows repairs were not resolved. At this time an inquiry was conducted with the insurance company who advised the damage was due to faulty installation. An engineer is being consulted as well due to the company not following up to ensure the repairs for the warranty claim have been completed, since the company refuses to respond to any phone calls or speak with me as their client.
Sincerely,
****** ******Business Response
Date: 03/13/2025
Paradise Exteriors respectfully acknowledges and endorses the response previously provided.Customer Answer
Date: 03/13/2025
Complaint: 23036648
I am rejecting this response because: no response provided as to their position and have not received a phone call.
Sincerely,
****** ******Business Response
Date: 03/19/2025
This incident was a result of an act of God due to Hurricane ******.
The customer has had no issues since the installation in February 2022.
Two and a half years later, a hurricane caused water infiltration in her home.
Paradise Exteriors has uploaded a copy of the contract.Business Response
Date: 03/20/2025
This incident was a result of an act of God due to Hurricane ******.
The customer has had no issues since the installation in February 2022.
Two and a half years later, a hurricane caused water infiltration in her home.
Paradise Exteriors has uploaded a copy of the contract.Customer Answer
Date: 03/20/2025
Complaint: 23036648
I am rejecting this response because:Until the hurricane, we did not receive weather to expose the damaged areas. Your windows are rated hurricane impact windows. No other house in the area with the original build windows obtained damage or water damage. The manager was called once a warranty was submitted and advised that the installer did not properly seal the windows and when the installer came back in Dec., they advised that the problem was there were no weep holes installed in the windows in order for the water to drain out.
This problem would not have discoverable had a hurricane not occurred. I am in no way and window inspector and relied solely on the company who informed me that the installation was properly done. A hurricane does not exempt the fact that the drainage system for the windows was not there. If it was, no damage would have been caused to the home.
Sincerely,
****** ******Initial Complaint
Date:02/18/2025
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 filed a work order in their ticket system back in December ******************************************************************************************* May. The ticket is a warranty repair claim and all I have gotten are excuses every time I call their service department. I have been waiting for a promised phone call for two months and have gotten nothing. There is a gap at the bottom and lower side of my front door where water and sunlight can come in.Business Response
Date: 03/08/2025
Paradise Exteriors scheduled a service call to visit the customers home on March 6.
We are glad to have completed our service and hope it brings you the comfort and satisfaction you deserve.
Thank you for trusting us with your needs!
Customer Answer
Date: 03/20/2025
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:02/06/2025
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.
On January 7 @5am I found my front door which is a hurricane impact double glass shattered. I initially thought it was attempted break in and notified the Sheriff, they sent someone and it was not the outside glass but the inside one and not an attempted break-in. The company that did the installation in February/March 2023 is Paradise Exterior. I immediately checked my warranty papers and all documents given to me and filed a warranty claim. Following up I made calls to the service **** and the company office in ***********. On Jan 13, I was told that they were not honoring the warranty and I would need to pay for the glass replacement. I was told by their customer service I needed to contact the door company.I then contacted *******, the company that made the door and they told me they made the frame but the glass inserts was done by another company. On Jan 17 I called Paradise exterior owner, talked to his brother ****, who was going to look into this.On my end I found out the *** did the glass, went on their website to find out that it has a 20year warranty. Back to Paradise customer service, who told me to contact ***. I called *** on February 5 to find out that it's the door distributor ****************. I talked to their service **** that said I had to pay for the glass $1053. They could send someone out to see what caused the breakage and I would have to pay $300. After all this time it's back on me. I have saved all emails, papers from the company etc. I have made calls and researched all of this. The run around has got to stop. I have a front door that is not safe and obviously I have not used the door since I found it shattered. I have attached two pictures of the glass. Also, these products are hurricane impact windows and doors....Business Response
Date: 02/12/2025
At Paradise Exteriors, we pride ourselves on aligning our warranties with those of the manufacturers we trust.
After a thorough evaluation, the manufacturer concluded that the glass breakage resulted from an impact inside your home.
This indicates that something or someone caused the glass to shatter.
Regrettably, as the manufacturer oversees their warranties, we have confirmed that the shattered glass on your door is not covered.
However, we are here to assist you! Paradise Exteriors is more than willing to replace the glass by ordering and expertly installing a new door glass insert.
Please keep in mind that the cost of the glass and our service fee will apply to successfully complete this request.
We invite you to let us know how you would like to move forward, and we will gladly guide you through the process of ordering the necessary parts from the manufacturer. Your satisfaction is our top priority!Customer Answer
Date: 02/13/2025
Complaint: 22906622
I am rejecting this response because: the installation of the glass had to be done incorrectly. This is not an act of god...but a defect on your end.
Sincerely,
***** *******Business Response
Date: 02/13/2025
Paradise Exteriors confidently reaffirms its previous response, demonstrating our unwavering commitment to exceptional service and your satisfactionCustomer Answer
Date: 02/13/2025
Complaint: 22906622
I am rejecting this response because: I had a contractor look at this and they felt that it was not installed correctly thus causing the breakage. The company should be responsible for replacing the glass
Sincerely,
***** *******Initial Complaint
Date:01/11/2025
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.
The roofer caused extensive water damage to our home by nails going into 2 water pipes, damaging the **** unit and gutters.The roofer nailed a gutter to the roof.A roofer also fell off the roof on 11/11/2024. The roofer was permitted to go back to work on the roof by the team lead. The owner *** ******* stated accidents happen and the damage is not that bad. *** has offered no compensation for out of pocket expenses.I have tried numerous times to upload photos. The photos will not upload.Customer Answer
Date: 01/12/2025
Examples of damage attachedCustomer Answer
Date: 01/12/2025
Photos of nail in copper HVAC pipingBusiness Response
Date: 01/14/2025
Paradise Exteriors strives to ensure your experience is pleasant, seamless, and everything you hoped it would be.
Sometimes things dont go perfectly in construction, and challenges can arise. We are committed to serving you. When we encounter a bump in the road, our focus is to quickly identify, assess, and resolve it efficiently as we work toward our ultimate goal: a beautifully installed project and your satisfaction.
Paradise Exteriors has fully installed the project and has passed all inspections.There is an active insurance claim in progress for the claimed damages.
Thank you.
Customer Answer
Date: 01/14/2025
Complaint: 22799698
I am rejecting this response because:The only response I have received from Paradise Exteriors for the bump in the road which displaced us from our home and incurred high dollar out of pocket expenses for poor quality workmanship was call your insurance.
Please close this claim.
Thank you BBB for your assistance.
Sincerely,
****** *****Business Response
Date: 01/14/2025
Paradise Exteriors strongly supports the earlier response, emphasizing our commitment to quality and client satisfaction.
Initial Complaint
Date:10/23/2024
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.
Windows we're installed August 13. Black windows frames for the front windows came with white screens. Broken windows sill Bent window frames on two . Have 3 representives have come and gone. The black paint is done very poorly, you can see the white from the street. It is late October and I was told the my problems will be fixed around the 10th of November. I can't open the windows because I still don't have the screens.Business Response
Date: 10/30/2024
We have scheduled the service for November 12th. Paradise Exteriors will effectively address all outstanding issues and ensure a smooth process. Thank you for your cooperation.
Initial Complaint
Date:10/21/2024
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.
August 7 I paid balance of ********* to paradise exteriors for linai windows. One window was not there. This had been going on since an ************ so long to get windows and one was missing. They had to reorder window Now they are saying that building inspector had a problem I want that window put in. They are taking this out on a senior adult . I have talked to owner of company few times and no result s I never should have paid the whole amount but I was very sickBusiness Response
Date: 11/04/2024
Paradise Exteriors is reaching out to the customer regarding the installation of the remaining windows. We understand how important this process is to you, and we are currently waiting for additional engineering documents to send to the building department. This step is essential for us to finalize the inspection, and we appreciate your patience as we work to complete this for you.Customer Answer
Date: 11/05/2024
I understand that they have to get permits for this. But why is it so long. 3 men measured the windows how one has bern missing why wasnt I told this when other windows were installed? I signed the contract Feb 27
They also left **** ***** that was dangerous. I feel like they have my money and are not pushing completion. I need to get my house back together. I need this pushed through soon
Customer Answer
Date: 11/05/2024
Complaint: 22452371
I am rejecting this response because:I understand that they have to get permits for this. But why is it so long. 3 men measured the windows how one has bern missing why wasnt I told this when other windows were installed? I signed the contract Feb 27
They also left **** ***** that was dangerous. I feel like they have my money and are not pushing completion. I need to get my house back together. I need this pushed through soon
Sincerely,
******* ********Initial Complaint
Date:08/26/2024
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.
Date of transaction was 7/29/2024 for $3400. The purchase was for storm windows, and installation. I found a better deal and cancelled contract within the allotted time as to not suffer any penalties. The cancellation notice states they would return my money within 10 (ten) business days following receipt of cancellation notice, and I faxed them that on 7/30/2024 (deadline was by midnight of 7/31/2024). I've contacted the business 3 times, and they first said they would refund the money, second time they said they would call me back, because the computers were down, and the last time they lied, and said they never received the cancellation notice so they needed to schedule and time to start installation processBusiness Response
Date: 09/06/2024
Paradise Exteriors entered into a contract with Jean Schaefer on 7/27/24.
The company received authorization to process the customer's deposit on 7/29/24 and left messages, texts, and emails in order to schedule the customer's re-measure.
Paradise Exteriors did not receive a mailed or delivered copy of the cancellation notice to 1918 corporate Dr. Boynton Beach, FL 33426 by midnight of 7/31.
The company reached out multiple times from 7/31 to 8/7 to communicate with the customer without any response.
Paradise Exteriors received a call from the customer on 8/13 asking about the refund of her deposit.
The company left multiple voicemails on 8/16 and 8/20 notifying the customer we did not receive the notice to cancel and needed to proceed with the project.
Paradise Exteriors received a call from the customer on 8/26 about the deposit refund. The company again repeated that the notice of cancellation had not been received and that we needed to proceed with the project.
The company would like to uphold its end of the legal agreement entered into on 7/27/24 and proceed with the scheduling of the re-measure.
If the customer chooses to cancel the project at this time after the rescission period expires, all deposits are forfeited, and the buyer is financially liable to Paradise Exteriors for any loss of profit for this transaction.
Please notify us how you would like to proceed.
Thank you.
Customer Answer
Date: 09/17/2024
Complaint: 22200241
I am rejecting this response because:From:
As I said in my initial complaint, I do not want to do business with Paradise Exteriors LLC. I sent them the proper documentation before the deadline to cancel the installation process. They acknowledged receipt of the documentation at first, but then retracted said acknowledgment, stating they didn’t receive the cancellation notice, and then tried to bully me into processing with the installation. Please see through to refunding my deposit of $3400 so I can process with the installation of my windows from a company of my choice.
Sent from my iPhone
Sincerely,
Jean SchaefferBusiness Response
Date: 09/26/2024
Paradise Exteriors stands behind the previous response.
Thank you.
Customer Answer
Date: 09/27/2024
Complaint: 22200241
I am rejecting this response because: I did comply with time limits, and the legal documents state they have to return my deposit. I thought I’d give them the chance to do the right thing, but I will be taking other steps to resolve this
Sincerely,
Jean SchaefferBusiness Response
Date: 09/30/2024
The company received authorization to process the customer's deposit on 7/29/24 and left messages, texts, and emails in order to schedule the customer's re-measure.
Paradise Exteriors did not receive a mailed or delivered copy of the cancellation notice to 1918 corporate Dr. Boynton Beach, FL 33426 by midnight of 7/31.
The company reached out multiple times from 7/31 to 8/7 to communicate with the customer without any response.
Paradise Exteriors received a call from the customer on 8/13 asking about the refund of her deposit.
The company left multiple voicemails on 8/16 and 8/20 notifying the customer we did not receive the notice to cancel and needed to proceed with the project.
The previous statement and screenshot that was provided further verifies voicemails left with no response from 8/16 and 8/20.
Paradise Exteriors would like to uphold our end of the contract we entered into.
Please tell us how you would like to proceed with your project.
Customer Answer
Date: 09/30/2024
Complaint: 22200241
I am rejecting this response because: (I’ve already answered this, why are you sending it again?) I cancelled the contract, with Paradise Enterprise LLC, in the allotted time, as to not suffer the loss of my deposit. In the contract, if I canceled before midnight of 7/31/2024, which I canceled 7/30/2024 at 9:27 AM by fax (1-866-721-5332), they would return my deposit within TEN business days. So I want my deposit, of $3400, back so I can do business with the company of my choice
Sincerely,
Jean SchaefferCustomer Answer
Date: 10/05/2024
I think this is what you’re looking for. Sorry for the misunderstandingInitial Complaint
Date:07/27/2024
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.
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
Date: 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
Date: 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 Answer
Date: 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
Date: 08/22/2024
Paradise Exteriors stands behind the previous statement.Customer Answer
Date: 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
Date: 09/06/2024
Paradise is set to perform the service on Tuesday 9/17.
Thank you.Business Response
Date: 09/06/2024
Paradise is set to perform the service on Tuesday 9/17.
Thank you.Customer Answer
Date: 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
Date:07/24/2024
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.
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
Date: 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 Answer
Date: 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 Answer
Date: 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
Date: 08/23/2024
Paradise exteriors stands behind the previous statement.Customer Answer
Date: 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
Date: 09/06/2024
Paradise Exteriors is scheduled for perform the service on Tuesday 9/10.
Thank you.
Business Response
Date: 09/06/2024
Paradise Exteriors is scheduled for perform the service on Tuesday 9/10.
Thank you.
Customer Answer
Date: 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
Date: 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
Date:07/16/2024
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.
**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
Date: 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 Answer
Date: 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,
****************************
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