Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We deposited $15,000.00 with Paromount Builders, *** March 2025 to buy a new 50 year warraanted GAF Roof. We called the ************ number to cancel the roof 25 March 2025 & request a REFUND? Since then 12 phone requests, and 2 written requests have been ignored?

  

  Business Response

  Date: 04/01/2025

  MR. ****** did indeed purchase a Roofing Project from Paramount Builders on 2/21/25 

  His Deposit check was deposited on 2/25/25

  As Mr. ****** states , he attempted to cancel ( his initial messages left indicated that he wished to delay the project , not cancel ) on March 25, 2025 well after the rescission period had expired , materials ordered , permit process begun , installation teams assigned , significant marketing incentives invested  etc.   He left messages which his primary sales representative returned , stating that Mr. ****** either let the messages go to VM or would not respond after answering and then hung up ... The ** of the ************ location ( ******* ****** ) left a long, detailed message , as Mr. ****** did not answer again , pointing out our willingness to be flexible on timing , but that it was too far into the process to cancel without a significant cost involved ... Mr. ****** did reach back out after several days and left messages on Zoom voicemail for us requesting his check back ... We did have some issues with our phone system so we did discover those message s and will be reaching out again to discuss options ... We fully intend to work with Mr. ****** to resolve the situation as soon as possible .

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  At this point I would never recommend this company ... I left a message yesterday afternoon at the corporate office and have received no response. Had a sales visit in ************, ******* yesterday from a Paramount sales representative (who was 20 minutes late but didn't bother to apologize) who seemed like he was going to try to bid on the house that I'm in the middle of buying.He literally twice said something like ... 'Oh so they're still accepting offers'. This was after the first comment when I told him it wasn't funny.He said this was just a joke. Then he called me paranoid. This is an employee of Paramount.Does this represent the ethics of the company?I've heard nothing from the corporate office and when I called again this morning, I'm told oh, they have phone problems at the ******************** The supervisor apparently is going to email the ********************I'm not sure why they're not calling the cell phones that we all have. And frankly haven't called the cellphones yesterday.The supervisor at the corporate office refuses to speak with me. As I said earlier, I guess this just reflects the real ethics of the company, or at least in my experience.End of day after and not a call from corporate. Based on my experience, I'd be skeptical of anything that they say they'll do, since their employees act like this one did. I am seriously concerned that this person is going to attempt to derail a home purchase.

  

  Business Response

  Date: 11/21/2024

  At this point we have addressed this customers concerns regarding this matter and feel that albeit the sales *** was attempting humor in the conversation which was not appreciated by the customer, our ***resentative has no interest, nor does any other person within our organization in her personal business transactions.  We consider this matter closed.

• Initial Complaint

  Date:08/29/2024

  Type:Product Issues
  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.

  Job is still not complete. They promised 3 return visits and no show, no call. My job does not match advertised depictions of the bathroom remodel. I was promised 18 months no payment and no interest. Received first payment request after 30 days and the job is NOT complete.

  

  Business Response

  Date: 09/03/2024

  Thank you for sharing this customers concerns.  We are reviewing the comments and will connect with the customer concerning their remarks.

  Customer Answer

  Date: 09/09/2024

  The job is still incomplete. Paramount Builders are still trying to finish the job. Several missed appointments and delays. Going on 6 weeks now from job commencement.

  

  Business Response

  Date: 09/10/2024

  Thank you for sharing this customers feedback.  We are trying to work with this customer.  Several of the items depicted actually fall out of the scope of work for this clients agreement.  We are however, in communication with the customer and working on an acceptable resolution.

  Customer Answer

  Date: 09/13/2024

  [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. 

  Regards,

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

   

  

  Business Response

  Date: 09/13/2024

  Thank you for sharing this customers concerns.  We always strive to have happy and satisfied customers.  Due to several staffing changes in our Jacksonville office this customer was not giving the immediate attention they should have received.  We have been in touch with the customer and established a plan of action to correct the deficiencies, and as of today we believe that the customer is happy with the resolution.

• Initial Complaint

  Date:04/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 2/14/22 ******************************* , project manager of Paramount Builders business headquarters came to my home in regards to new roof. I was quoted the price of $177 per month. I also inquired on if other supplies are needed is that added, he assured me that the company will pay for any added supplies. My daughter was in the room and heard this. 3 days later he came and said they had to get added ******** and it will be more I reminded him of the price he quoted me and told him I had budged the $177 and can not pay more I was then told the cost will go up to $218. I explained that I had already allocated the previous amount in my budged and was told the difference was to be picked up by the company. However he asked me to sign to show we had discussed the change NOT AGGREED to the this trickery showing that the company did not pay for the changes,(This was all written on notebook paper) Meantime I am getting collection calls and my credit is suffering going from 7.2 down 6.0 I am continuing to pay the promised amount of $177 and the difference is placed on each payment as late and is adding up. I tried talking to ******** the lender who told me to talk to Paramount ,an getting tossed around, no one wants to help all they want is the money and the added late fee. Please help me to rectify this problem .

  

  Business Response

  Date: 04/25/2024

  Thank you for bringing this to our attention as we have not been contacted by the lender regarding this matter.  We will of course research our records and determine what course of action needs to be taken.  We do not add materials to any project without signed documentation, and the documentation would clearly define the details of the change to the original project.  

• Initial Complaint

  Date:04/17/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a roof install done on my house in March 2024. The company ripped off my Leaf Filter system on my gutters saying they were improperly installed and very old. I have the Leaf Filter receipt and it was done less than 2 years ago. Not only did they rip them off they threw them in their trash bin to throw away. I had Leaf Filter come out. We took pictures and showed him what they had done to our gutter system. I tried calling and left messages several times plus I emailed. I have never received a response from them at all. I did tell them the issue and that I had a receipt and photos. I want them to replace the Leaf Filter system that their employees ripped off and threw away.

  

  Business Response

  Date: 04/18/2024

  Thankyou for sharing this customers concerns.  We are aware of the situation and are working with the property owner on resolution.

   

  Thank you,

   

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

  Paramount Builders, Inc.

  Customer Answer

  Date: 06/06/2024

  The company contacted me and gave me a person to deal with (****) I started talking to him via text at the end of April. He came out looked at my problem said he sent it to his VP for approval and I have never heard from since and this was on May 8th. I have have sent several texts to him since then but no answers or communication at all. So I have no resolution yet. I also keep the text messages

  

  Business Response

  Date: 06/10/2024

  We have reached out to discuss the resolution with this customer.  We will be working with the customer to resolve this matter.

• Initial Complaint

  Date:12/20/2022

  Type:Service or Repair Issues
  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.

  On August 29, 2022 we signed a contract with Paramount Builders to install a sliding glass door. The salesman stated it wouldn't be more than 60 days before the install could happen. We are now at almost 120 days, four months and no install. Communicating with this company is almost non existent. They don't return phone calls and when they do it's days after a message was sent. We gave them a down payment of $2,000.00 that they have been sitting on for four months. They scheduled an installation yesterday for 10am. They called at 9:50am, 10 minutes before they were supposed to show and stated the door "wasn't put on the truck" so they weren't coming. This is unacceptable business practices. We want our money back. Period.

  

  Business Response

  Date: 12/20/2022

  Thank you for bringing this customers concerns to our attention.  We did schedule to have an installation done for this customer, at the time the appointment was scheduled it was communicated that it was a tentative date based on when we were scheduled to receive the shipment from manufacturing. Unfortunately, manufacturers and logistic (transportation / carriers) continue to be impacted by labor shortages, supply chain issues and licensed truck drivers to keep things moving.  We certainly understand this customers frustration, as we also are impacted by having installation teams scheduled for the installation as well.

  We do include a statement in all of our agreements that addresses the potential of delays with supply chain issues and that it cannot be used as a means for a customer to cancel their agreement.  The door for this customer was ordered and was scheduled to arrive in time for the installation (tentative).  We will certainly continue to work with the customer to minimize scheduling conflicts going forward.  It is not standard practice to schedule a project with a customer until the products are received.  Glass and fenestration manufacturers across the industry are still recovering from the pandemic and rebuilding their manufacturing schedules based on material supplies and transportation availability.

  We are happy to continue working with this client to get their products installed as soon as possible once received.

  

  Business Response

  Date: 02/10/2023

  Good morning ****y,

   

  Thank you for sending this.  In review this is where we are with this customer:

   

  We received the initial BBB complaint regarding *** ******** and responded.  That was followed by the consumers rejection of our statement.

   

  Unfortunately, the consumer believed that his initial installation date was set in stone although all of our records indicate that he was informed that the windows were scheduled to be received, and has he was communicating with the Sales Department to get an installation date.  Sales informed him that the windows were scheduled to come in, and that they could set a tentative installation date, which was the actual date they were supposed to be received, but if the windows for any reason did not make the manufacturers load out schedule, they would have to reschedule.

   

  ****** a same day notification, based on how the schedule was initially set up to be a tentative date, the consumer understood that he had a hard set date.  At the end of the day this was not handled the way it should have been, and a scheduled installation should not have been scheduled until the products had been received.

   

  In good faith, Paramount Builders, as of January 4, 2023 has refunded the customers initial deposit and has cancelled the agreement with this customer.

  
  At this point we consider this complaint closed.  If I may be of further assistance please do not hesitate to email me directly.

   

  Thanks ****y, and have a good weekend.

   

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

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

  Customer Answer

  Date: 02/10/2023

  [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. 

  Regards,

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

   

• Initial Complaint

  Date:11/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered windows four months ago and at the time of sale they told me it would be a two month turn around for the windows to come in. I call many times over the past four week and they tell me the same story they will be in on Monday week after week with no follow-up call from them I the customer has to keep reaching out to them. Kelly is the one that's keeps telling me next Monday.

  

  Business Response

  Date: 11/11/2022

  Thank you for bringing this customers concerns to our attention.  The client had windows ordered in July of 2022.  The manufacturer controls the actual production and shipping of the products.  Each week our office receives an Open Order Report, the list contains ********* ship dates for each customer.  Our team, when asked uses this Open Order report to share information with our clients.  Unfortunately, the manufacturer controls the process and if they experience an issue with raw materials, transportation, glass breakage, etc. - it can cause the order to be delayed.  

  It should be stated that this customer along with another party on the agreement have been informed with the most up to date information available at the time.  We were called by this complainant approximately two weeks ago, and at that time informed him that according to the system the windows were scheduled to be delivered/shipped on October 31 (again this information is from the manufacturing plant).  We were also given the other agreement parties phone number to communicate with because the complainant was going to be out of town.  We contacted the second party when the order did not ship on October 31st.  They were informed that the plant was now showing a ship date of November 7.  On November 7th, the order did not ship again and we are currently being told by the plant that they should ship on November 15th.

  Currently, the system still shows that date.   We obviously want to have this customers windows delivered and installed for them as much as they would like to have them installed.  However, the impacts of the pandemic are still painfully part of the logistics of the building material/manufacturing world, as is transportation due to driver shortages nationwide.  As soon as the windows arrive, are inspected we will certainly contact this customer to establish an installation date.  Our office will make it a priority to have the customer notified of the shipping progress on a weekly basis until we have them and can schedule the installation with them.

  Customer Answer

  Date: 11/14/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Regards,

  **** *****

• Initial Complaint

  Date:09/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  7-20-2020 13k Paid for hurricane impact windows as their sales rep told me. I just had an inspection and was told they aren't hurricane impact windows. I called the company and they still claim they are however there is nothing in writing that proves they are. They have no measurements on their quality or durability that you can submit to an inspector or insurance company. They told me to reach out to the manufacturer. I did that. They wouldn't give me any specifications and said they will reach out to Paramount. Paramount gave me FL codes to look up on DPBR. Once again saying they are Cat 3 windows. The website didn't show anything that these windows were a Cat 3 or any type of resistance. The company tells you they are doing impact windows and sells you none impact windows while charging you for impact windows. This is false advertisement and misleading the public. They also falsify their reviews on their website. They are only allowing the high rated ones to avoid people knowing the truth about their company.

  

  Business Response

  Date: 09/24/2022

  Thank you for sharing this clients recent concerns.  He has been in touch with our office and they have shared information with him.  It is our understanding that the complainant is trying to get a reduction in his Home Owners insurance due to his windows.  The client purchased Barcelona series windows which are rated by the American Society of Materials Testing (ASTM) for wind driven impact requirements up to 130 MPH wind speeds.  The client does not live in an area required by Building code to be what is commonly referred, and often times misunderstood or construed as “IMPACT” windows.  The term IMPACT means that the window has been certified for certain areas along the coast (usually no more than 1 mile inland from the coast line) to withstand up to a Category 5 hurricane wind, and to withstand airborne debris traveling at 155 mph.

  Based on the address of this client, he would not require this.  Additionally, to address his statement of him being told they are Impact windows is inaccurate.  The client was told informed that his windows are rated to withstand winds up to 130 MPH which is information readily available on the manufacturers website.  The cost of the replacement of the clients 10 windows is well within the normal price range for this product.  Impact windows, true impact windows would cost, and again this is readily available information available to the client, double, if not two and half times more.  Impact windows are the most expensive windows in the entire industry due to their very nature of having to be installed in coastal climates.

  In conclusion, the clients agreement with our organization was to replace 10 windows with our manufacturers windows.  The windows are properly installed, and the customer has had them installed since September of 2020, nearly two years ago.  There is no language in his agreement that the windows were Impact units.  

  The clients claim of false advertising is without merit, and slanderous.  There is nothing misleading in our advertising’s or in the manufacturers advertising, as this is a national window manufacture used by numerous other companies in the state of Florida.  Additionally, the clients claim that we falsify our reviews on the website is unjust.  Our organization enjoys a very good reputation within our industry.  I am more than happy to personally talk with this client, and am willing to have the manufacturers representatives discuss his windows with him as well.  

  The customers windows were originally shipped with Fenestration labels that are required by the ASTM and Builkding Code Council.  If those labels have been removed, and the client did not maintain them, we can certainly have the manufacture create a new set for the client.  These labels contain the information regarding the Designed Pressure rating, Insulation value (known as R-Value) and the Solar Heat Gain value, known has the SHGC.  If the client would like a copy of these he can contact our local office by email or by phone and we will submit the request directly to the manufacturer on his behave.

  It should be noted that we take every concern from a client seriously and have made attempts to give this customer the information he is looking for.  However, it seems that the client simple needs to inform his insurance company that he had Soft-Lite Barcelona series windows installed in his home,  his insurance company ultimately makes the determination on whether they themselves want to qualify a window for wind mitigation acceptance.

  If I may be of any further assistance please feel free to contact me directly.

• Initial Complaint

  Date:08/30/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  07/21/2022 is the day i signed a contract with paramount builders and they got me approved with GREENSKY FINANCE. well they gave me three quotes and on the last one my wife no. I tried calling but they would not take my call .paramount withdrawed 4,562.00 dollars from the loan from the GREENSKY that is in my name .they have not done the job and i have not seen or heard anything from them . I would like them to take my name off the loan and clear me with a certivifed letter that I am not responsible for the loan cause there has been no work done on my roof .THANK YOU FOR YOUR TIME

  

  Business Response

  Date: 08/31/2022

  Thank you for bringing this customer concerns to our attention.  Paramount Builders has recently changed to a Stage Funding process through this finance company.  Typically when a customer enters in to an agreement with us, using this finance company we will fund 25% of the project after the Three Day Right of Cancellation.  In this situation the representative from our company that detailed out the project incorrectly measured for the project and the project was sold below actual cost.  As part of our agreements we reserve the right to not accept a job if the project was incorrectly estimated.  

  Our VP of Sales did have a conversation with the customer and remeasured the project and determined we would be able to actually install the project.  However, the home owner felt that due to the fact we had to have the property remeasured that he was not comfortable with our doing the job.  The VP of Sales did submit a Cancelled Dead Form per company standards, this was done on August 22, 2022.  The form was sent to our Accounting Office which had not processed the return funding to Green Sky.  We have contacted Green Sky today and alerted them that this customer is no longer using funding from them, and that Paramount Builders no longer has a viable contract with the customer.  Green Sky will reverse the funding and this home owner will have no responsibility to Green Sky for the Stage Funded amount.

   

  I will also submit an email directly to the customer stating that we have accepted the Cancellation of the project and that they are free of any obligations to Paramount Builders or Green Sky as it relates to this agreement.

   

  If I may be of further assistance please contact me directly.

   

   

  

  Business Response

  Date: 08/31/2022

  *** *******

   

  Thank you for bringing you concerns to our attention through our BBB Partner.  After reviewing the job folder it was determined that while we had processed our internal paperwork for the Cancellation of your project with Paramount Builders, it was not forwarded before today to Green Sky Financing.  I have contacted Green Sky to reverse the funding they had initially sent to us.  You will receive a text and an email from them to alert you of the reversal.  You will have no obligations to repayment of any kind related to this agreement.  Furthermore, you will receive documentation from the Finance company to confirm this.  I have also included a quick screen grab to verify this has gone through the system.

   

  If you have any questions please feel free to call me directly at ************ or email me at ********************

   

  I apologize for the inconvenience and thank you again for allowing us to get it corrected.

   

  Your Green Sky Application ID is **********

   

   

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

  Vice President of Operations

  Paramount Builders, Inc.

• Initial Complaint

  Date:06/21/2022

  Type:Service or Repair Issues
  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.

  June 20,2022 We hired this company to install siding on our entire home. There has been one problem after another with this job. First and foremost the original material we ordered could not be sent which we were not told about till 8 months after we signed our contract. Then we were told they could give us a discount if we went with another type of siding and they could have it done in a month. That was in March 2022. Finally in May they scheduled to start the job. They in the meantime fired the original sales person that sold us the job for being drunk on the job. No one came back to our home to make sure everything was correct that the original sales person sold us. Long story short they try to start the job. They think the stucco had to come off first then sent someone out who put a huge hole in my house to realize my home was made of concrete block and that could not be done. We waited another week on another crew to come out. They were so unprofessional cussing, complaining, and one of them seemed to be way out there and was always talking to himself while working. I voiced my concerns to the project manager to only be given several excuses. Then after having to constantly stay on their case to get the work done they came back to do a final inspection and the lead crew guy scheduled to come back and do the final touches to complete the work. They never showed up even though I texted and called the production manager as well as the vip of sales. They give lots of promises and never follow through. My job is still not finished and I’ve taken several days off of work in order to be home when they told me they were coming to work and they didn’t show up. My job is still not complete. I need them to finish the job they started so that I can be completely done with this company and never have to ever do business with them again.

  

  Business Response

  Date: 06/24/2022

  Thank you for alerting us of this customers concerns.  There have been several missteps regarding this project, first and foremost the availability of the original product called for ont he paperwork.  The original siding that was called for became unavailable due to a malfunction on the assembly line.  Obviously this was not something that Paramount could rectify as the manufacturing company is separate from us.  The manufacturer originally thought they would have the machinery back up and operational in a few weeks, this ended up going on until just 5 weeks ago when the manufacturer brought in a brand new piece of equipment from Europe to cast the siding.

  As far as the sales rep, i will not speak to a subject related to a Human Resources matter.

  The failure to keep this customer updated with timely updates is concerning as we have policies and procedures regarding communication with the customer through out the course of the project.

  We have been in contact with the customer, and have not and will not leave this project unfinished.  We understand that the project has taken an excessive period of time to get completed, and we expect to be completed by the end of the month.

   

  If I may be of further assistance please do not hesitate to reach out to me.

   

   

  

  Business Response

  Date: 07/01/2022

  This customers concerns are valid, there were untimely delays, poor communication and an excessive amount of time passing waiting for materials.  Unfortunately, because of the issues created by the manufacturing equipment going off line as long as it did impacted thousands of customers country wide.  That is why the customer was giving the option of changing to an alternative product.  To date, the system that went down (The Ascend line) is still not back to 100% production rates, and hundreds of customers within the country are still waiting for their product to be manufactured.  While we understand this was not the customers fault, it has to be understood that a manufacturing system going down also was not at the fault of our organization.  We are not the manufacturer, only the sales and installation service to install the materials, we are still experiencing exceptionally long lead times on all product categories across multiple manufacturing platforms, coupled with transportation and labor shortages that have not rebounded since the pandemic began.  We are hopeful that the manufacturers and distribution facilities will continue to improve on these lead times so that we can meet customers expectations in the future.

  To the customers points regarding ***** and *****, we appreciate the kind words and plan on recognizing them for taking care of this customer.  *** **** has been counselled regarding this customers experience and corrective action within are organization is ongoing to improve the customer experience going forward.  Communication is the key to meeting a customers expectations, and continual communication from our team would have negated a lot of the poor experience this customer experienced.  We are continuing to review the communication requirements in all locations and are working on procedures and policies that will improve the customer experience going forward.

  
  We appreciate the customers feedback and candid critique, and agree that in their experience we certainly missed the mark on providing exceptional communication and service.

  Customer Answer

  Date: 07/05/2022

  [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. 

  Regards,

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