ComplaintsforQuality 1st Windows Doors & Patio Rooms Inc

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to contact this company for multiple months. I have called the office and ******'s number directly and left voice messages, with no response. Our patio cover we had built developed a leak after only immediately. after ******* was here numerous times to patch, I was finally told it was at an area and ******* was needing replaced. I had the roof inspected by another company and then paid $16,000 for a new roof. Still leaking in 3 places. I've been trying to call to see about getting the patio cover repaired. Now ****** is not returning my calls or texts.

  Business response

  02/14/2024

  We have been in contact with ******************* in a timely manner. We were out of town for a couple weeks and we told her that we would get back to her when we got back. We tried contacting her several times and left several message and she never called back. We have since been out to her house to rectify the situation but the real issue is when we did the project there was a leak after the fact that had to do with the roof she then contacted a roofer to come back and replace the roof and connect it to what we did but the roofer did not put down flashing and covered up the old flashing so it still leaked they also walked all over our pan roof and broke all the seams which they should not have done. We contacted the roofer to let him know what the problem was with no response from him. We did go back out last week and sealed everything again and took videos and pictures and sent it to ******************** and told her that she needs to contact the roofer and have him come back out to do the job right and replace the old flashing and repair it to fix any future leaks. 

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to contact this company for multiple weeks. I have called, left voice messages, and emailed them with no response. Our patio we had built developed a leak after only 4 months. Ive been trying to call to see about getting the patio roof patched, repaired, or looked at.

  Business response

  09/14/2023

  We received no emails and only one message from the customer and one message from his wife they actually called the day before the hurricane was coming and we were extremely swamped with making sure the jobs we had on the ground were secure they then called The Day of the hurricane and we returned their call later that afternoon after the hurricane had passed they seemed fine and did not seem upset neither did they tell us that they had responded to the BBB with this complaint after we found out about this complaint we responded back to them by asking them to show us the email address that they had sent the complaint to and they never returned our calls to help us better understand what had happened with the miscommunication but since then we have been out to their house and repaired the small pinhole leak it was very minor and we will follow up accordingly to make sure that everything is okay with the repair. Customers are not very understanding when it comes to realizing how busy a business can be we make every attempt to call a customer back within 24 to 48 hours and that was done with this customer based on the calls that we received as I said earlier there was no emails and they never wanted to show proof of that

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We contracted this company back in June to build a small screen patio at our house. The estimated build time was about 3 months. It has been a struggle to get updated information about our project almost from the beginning. My husband has been the one to reach out to them vs them updating us for about 90% of the time. It seems like there are weeks of silence/stagnancy between each step in the process, no matter how big or small. We finally got concrete poured and it has been a week since we heard about what's happening now so we text and called but the phone has been disconnected now the concern is that maybe the project isn't just taking a long time but that it will never get done after we have paid half up front.

  Business response

  03/09/2023

  To address our side for the complaint we informed the customer up front that it would be 6 to 8 months before anything could be done with all the delays of engineering permitting and supplies.  We did try to communicate in a timely manner and start the job  and  at the time that she submitted this we had already begun the job  and laid the concrete It is now completed and the homeowner seems to be quite happy. With 30 plus years in business we have never had a complaint and we try to always complete a job in a timely manner but with everything with covid and delays it was out of our control. Homeowners are not aware of the delays and how many other companies like ours are as far behind as we are. Our number one goal is to stand behind our name Quality 1st and always make the customer happy I hope that this has rectified their complaint 

  Customer response

  03/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. Shortly after we submitted this complaint, we were contacted by the business (not the project manager we were struggling communicating with) and everything was immediately rectified. We are loving our new front patio.

  Regards,

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

   

*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. ↩