ComplaintsforWhite Aluminum & Windows

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  You installed a carport and clamshells at my home in March and April 2023. The carport leaks every time it rains and the clamshells were mismeasured and are too long. Repeated efforts to get these issues resolved have not been productive.

  

  Business response

  01/19/2024

  We are scheduling with our field supervisors to be at your home by Tuesday 1/23/24 at the latest. If this does not correct the issue with the leak I will personally come out and address the issue with the carport. As far as the awning they are correct. 

   

  Customer response

  01/29/2024

   
  Complaint: 21168901
  
  I am rejecting this response because: The business has been out and made a repair but it is still leaking. 
  
  Sincerely,
  
  ******************

  

  Business response

  02/13/2024

  ****************, Thank you for meeting with us again and am glad we were able to identify the issues with the condensation. I appreciate you signing another contract with us to insulate the shed ************* the moisture issue you are having. We have also addressed the awning issue on the front of the home as well as replaced the siding with holes in it from the old awnings. We look forward to working with you again in the future.

  Customer response

  04/01/2024

   
  Complaint: 21168901
  
  I am rejecting this response because:

  After Hurricane *** destroyed our roof and carport I signed a contract with White Aluminum to replace our carport and clamshell awnings. The contract was signed and a deposit was paid in November of 2022. The carport was installed in March of 2023 and the awnings slightly later. The workmanship on the awnings was lax (screws through the walls, improperly measured). After 4 months they finally corrected the mistakes from the awnings. It took less than a day to actually do the work. The carport leaked after it was installed and continues to leak to this day. There has been finger-pointing, bandaid repairs that haven't helped, broken promises and appointments and a myriad of excuses. Another appointment was missed this week. Resolution: Fix the leaks or replace the structure without damaging or negating the work that the roofing company has done to resolve their issues. The time window is closing as rainy season approaches. If the leaks are not fixed and there is damage to the contents of my shed White will be held responsible. I have been told that there is a two year warranty on their work. My two years should start when there are no more leaks. If White is unable to build a watertight carport I am left with no good alternative.
  
  Sincerely,
  
  ******************

  

  Business response

  04/14/2024

  ****************,

  After returning to your home again to review the water leak issue we have determined it is not from our install that is the stem of the problem. All photographs and videos that we shared with show the house roof flashing is holding water which was sealed onto our carport roof flashing and causing the water to dam up between the two roofs. The photographs also showed missing and loose screws on the home roof that would definitely be part of the problem. We look forward to completing our second contract with you once the house roofers can address their issues. 

• Initial Complaint

  01/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a contract with white aluminum in March of 2022 for a carport to be repaired and put down a $2800 deposit. At the time they told me they would be 4-6 months out before the work would be done. I understood because I know there is a lot of work being done in the area.We had zero communication with the company as far as updates or anything. I contacted the company in November of *************************************************************************************************************************************** back. Of course he never did.Called several times in December and was told the same thing. I finally went in and spoke with the original salesman and was told they havent filed the engineer report and would contact me back by the end of the week. I was never contacted back. Called about a refund and to cancel the contract and was told that a manager had to approve and there wasnt a manager in and they couldnt tell me when the manager would be back in the office.I went with another company since white aluminum defaulted on the contract and am requesting a full refund. I cannot wait any longer for them to get work done as the leaking is causing additional interior damage.

  

  Business response

  01/19/2024

  I have spoken with ***** first week of January and he received a full refund for his project due to the delay on his project.

• Initial Complaint

  09/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 21, 2023 we signed a contract with ***** at White Aluminum and paid $3300 deposit. On that date he informed us we would have the information and paperwork needed to get HOA approval by July 26th. We didn't hear anything so on July 27th I emailed him, no response. A couple days later I called and texted his cell number, no response received. On Aug, 7th I placed a call to the main office in ***************** and they said they would get him the message. Still no response. I texted/emailed him again later that week and he said he'd have us the info by the end of the week (meaning by Aug 18th.) We did not receive anything nor hear anything further, so on Aug. 21st, I called the office and told them I want to cancel my order and requested a refund. I was told the branch manager would call me back (****). He did not. On Aug 23rd, I called again and was told the message would be given to the branch manager. Later that day, I stopped in the office and talked to the salesman directly, he said the branch manager (who had of course 'just left for the day') had to process the refund and he would contact me. No one did. I have called two more times and still have not gotten a single return call from the branch manager about getting our deposit refunded. They have not incurred any costs associated with this order since no permit can be pulled until we get HOA approval, and no paperwork was processed by the salesman, or we would have gotten it already. We just want our money back so we can get a different company to do the work they were supposed to do.

  

  Business response

  09/25/2023

  Contract was signed on 7/21/23 with a ***** week lead time for start of job. There was a short delay on HOA paperwork although the work was on target to be completed before contracted date.  A refund was sent out on 9/22/23.

  Customer response

  09/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is as close to satisfactory to me as they will ever get.They still withheld part of our deposit, even tho they did nothing with our contract - but at least we get most of it back (although we still have not received any refund), and we'll be spreading the word in our community to avoid this business completely.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During the last three years I have purchased 9 windows and three patio doors from White Aluminum. At a cost of ****** dollars. They are PGT windows and doors. Recently during more remodeling mold was discovered at the base of the walls below the newly installed windows. I advised White of this in early February and was told they would get to it when they could, they were so busy and I would be placed in line to be contacted. The contractor arrived Monday 5/7 to repair the walls beneath the windows which had been replaced 3 years ago, he did so . His observation was the windows were installed improperly, allowing water to enter the wall and cause the deterioration and mold. I advised White 5/9 and was told I am still on the list for inspection.******************, my original sales rep extended my warranty to 3 years.I feel White has a responsibility for the cost of repair and proper installation. Please advise , as I will be forced to take further action.****************************, homeowner

  

  Business response

  06/01/2023

  ****************,

               Thank you for meeting with us at your home. After reviewing the damaged exposed from hurricane **** your ceilings, walls above, below, and to the sides of doors and windows, as well as adjacent walls to the windows it is to our conclusion that the damaged areas are not due to the window installation. The windows were installed correctly per code and inspected/passed by a Lee County inspector. I have also attached images taken the day of our meeting that were used to help make these conclusions. 

  Thank you, ***********************

  Customer response

  06/04/2023

   
  Complaint: 20044020
  
  I am rejecting this response because:  After research, and viewing proper window replacement on stucco surface I determined that the windows were installed improperly.  The inspection by Lee County just reviewed the window being secured to the frame but did not consider the water tightness of the installation.  Reviewing common installation procedures, all windows have to be installed against some type of stop on the outside of the building , the original window has a ****** to accomplish this, and therefore when this is removed a replacement ****** that the window can be installed against has to be installed and properly caulked to prevent water intrusion.  There is no way of properly sealing two flat surfaces regardless of the amount of caulk.  The fact that many installations in this market are done without the proper material does not make it correct,  the homeowner cannot be expected to know this procedure that is why I employed White supposedly a quality contractor , known for doing it correctly. Therefore I expect full reimbursement for the damage caused by the leaking windows.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/19/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Contacted White Aluminum & Windows to get an estimate for a carport, screen room, and shed replacement. The salesman (****) from the company came to our property multiple times to discuss what was needed and then dropped off an estimate on 4/13/23 outlining the work and the estimated job cost-he mentioned he was able to get me a "great deal" due to us losing our former home in *******************. On 4/14 the salesman came back over to my place, I had further discussions about some minor changes to the estimate. An agreement was made, a sales contract written up and signed and I provided a check for 35% downpayment for the job. I was told the work would not start for ***** weeks which was understood. On 4/17 I received a call from **** saying he miscalculated the cost by $500 and he mentioned he may just have to "eat the difference", a short time later he called saying he miscalculated by $11,000. I requested he have his manager call me, when I didn't hear back over several hours, I called the manager (****) on the afternoon of 4/17 and he said he would look into it. On 4/19 I heard back from **** informing me there was a miscalculation on our SIGNED sales contract but he would give us a discount, the cost is still approx $9000 over the original agreed amount.

  Customer response

  04/20/2023

   
  Better Business Bureau:
  
  The owner of the company contacted us directly and we have resolved the issue - you can close this complaint as resolved successfully.
  
  thanks. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  White Aluminum installed a pergola and screen system on our home with two separate mechanized louvers. One side has worked fine from the beginning. But, the other side has been problematic all along. We received a two year warranty, issued on Feb 1, 2022. One of the louvers simply does not work. The remote is connected, since the light works. But, the louvers do not move. It will not open, and has not worked in months. At this time, I am not receiving any response from the company to my text messages, emails and phone calls. They have informed me that they no longer service our area, which may be appropriate for not booking new business. But, this excuse is not acceptable when it pertains to a warranty issue on a product they sold to me and installed.

  

  Business response

  03/06/2023

  We apologize for your issues with the pergola. We do honor all warranty's regardless of location so I am sorry for you were miss informed. Due to heavy volume of work we have prioritized some homes that recently required immediate attention due to living conditions after hurricane ***. I will reach out to the service department to schedule a time to come and address the issues. In order to help serve our customers faster after this catastrophic storm we have created a customer care email where you can receive quick responses with questions and or concerns @*******************************************************. Thank you for understanding and we will be in contact with you very soon.

  Customer response

  03/09/2023

   
  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

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired White Aluminum & Windows to enclose our porch. Here is what happened. -We made a $7k down payment and waited 9 months for the work to begin. We were patient while they held our money.-We pointed out numerous errors during construction, which they repaired on the spot.-They installed a door incorrectly causing a window to be out of alignment with all the other windows. When we requested this be fixed, we were told nothing will be done and to "live with it."-"partial funds withheld" or the final payment is to ensure the client (Us) is satisfied. We are extremely dissatisfied with the poor installation and unprofessionalism of this company.

  

  Business response

  12/19/2022

  **************** requested his acrylic door to be lowered 1/4". We removed the door per the homeowners request and trimmed down . Reinstalled door to customers liking. Our goal is to go above and beyond to make all of our customers satisfied with their projects. This issue has been resolved. 

• Initial Complaint

  04/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  White Aluminum installed a screened in front door. The door lock has failed. It has a 2 year warranty and they refuse to fix this. They won't even come to the property look at the problem. The door is unusable. The lock is on pieces. They claim it is operator error?

  

  Business response

  05/12/2022

  Business Response /* (1000, 5, 2022/04/26) */ Mr. ********, we truly understand your frustrations with the screen door handles. Our 2 year warranty which we stand behind 100% is for workmanship which this issue is not. Your job was completed in September of 2021 with this being the second time the door handles have been broken. The first time our field supervisor responded to the call who has over 25yrs experience in this field and replaced the handles with you present. The doors were operated many times to make sure they were latching and unlatching correctly (once again with you present). Please understand if a door is partially locked and you have to force it open resulting in the handle breaking it is not a workmanship issue but a user error. The handles for your screen entries are the same handles we use for every job we install across the state of Florida without this problem. Like I said when we spoke on the phone we are more than happy to replace your handle but there is a service charge to do so. Our service charge is $250 for the first hour and $125 every hour after the first plus cost of parts. Your service should be able to be completed in less than an hour. If you wish to move forward please call our office and speak with our service department for scheduling. Consumer Response /* (3000, 9, 2022/04/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) You replaced the locks with a refurbished lock. Check with your technician I find your business practices misleading and distrustful. I will not do business with you in the future. Business Response /* (4000, 11, 2022/04/27) */ Once again I apologize for the frustrations and misunderstandings. We do not use any refurbished or used items within our company. Every item we install is specifically ordered for its job or pulled from our stocked inventory. Your handle was replaced with a new stock handle from my field supervisors truck. Sorry for the confusion.

• Initial Complaint

  09/07/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  April 14, 2021 White Aluminum off Ft Myers and I agreed to a job replacing the screen enclosure at my front door. I paid a deposit and they said it would take 6 to 8 weeks due to a screen door they had to have custom made. I called in August to see what the hold up was, a manager said he would find out and call me back, he didn't. I called again, this time he said they were still waiting on the door and would call to see what was holding the door up. He found out the order for the door had been canceled, he didn't know who canceled. If I hadn't called four months after waiting they would never known the door was canceled. I asked for my deposit returned to me and I would have another company do the job because I was so upset. They wouldn't return my deposit so I was stuck with waiting for the door. They called and said the door would be in on August 26 and he promised he would have the job done by August 31. Lies, lies, lies, I'm still waiting on them. Never again !!!!!!!!!!

  

  Business response

  10/04/2021

  Consumer Response /* (3000, 12, 2021/10/02) */ The day after I filed this complaint they came and did the job. I received two phone calls within the week from a manager apologizing on voice mail because I don't won't to speak to them again. The screen door they installed won't lock but I'd rather live with this problem than have them come back to repair it. As far as I'm concerned, I'm done with this company and will never use them again. Thank you for your help.

*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. ↩