ComplaintsforCommercial Residential Aluminum & Fabricating, LLC

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called cra numerous times and finally a manager ***** came out. This was a bad experience. He was more interested in his phone than the job. I paid cra for a screen and they did a horrible job. I wouldnt recommend!

  

  Business response

  07/22/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for your negative experience with our service. At Commercial Residential Aluminum, we strive to provide exceptional service and quality. 
   
  After reviewing the homeowner's statement and discussing it with our team, we recognize that our high volume of work caused a delay in promptly addressing this customer's service requestthe request involved screen trimming and spline issues, which CRA is always prepared to fix. Despite our busy schedule, we should have communicated with the homeowner immediately to acknowledge the request and inform them that we were working on scheduling a visit to their property. We did send out a technician who fixed the issues, but unfortunately, he was not as engaged with the customer as he should have been. His focus on efficiently completing the repair to move on to the next service call that day led to an oversight in providing the level of personal attention our customers deserve. Our investigation concluded with learning that the homeowner wanted to avoid further contact with CRA.
   
  At ***, we deeply value our homeowners' concerns and are committed to improving our service response time to ensure it is timely and executed with care. This situation falls short of the professionalism we expect from our team, and we are addressing it internally to prevent future occurrences. We will provide additional training to our entire service team to reinforce our commitment to customer service.
   
  To address the homeowner's negative experience, we have developed a plan to resolve their complaint and make things right. Since the homeowner has requested no further contact, we are offering the homeowner an opportunity to speak directly with CRA upper management to acknowledge their experience and use it as a learning opportunity for our team. We will then send a different senior technician to inspect the property, ensuring all installations and repairs are completed to the highest standard and the homeowner is completely satisfied.
   
  The homeowner can contact *********************, Director of Operations, at ************ or ************************************ to arrange the call and visit. We want to assure the homeowner that we are fully committed to resolving this issue promptly and to their satisfaction. 
   
  We value our customers' feedback, and their satisfaction is our top priority. Thank you for giving us the opportunity to make things right.

• Initial Complaint

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Gave $800.00 deposit to install new gutters on the front of our house CRI gave us a date to in September to install new gutters..no show CRI gave new date..but CRI called to reschedule a new new date never showed up and never called us with an explanation We tried calling them numerous times. no return calls from CRI Finally got someone to return our call ( ***, very rude & fowl language saying it was our fault & that we cannot get our deposit back) we didnt want our money back we wanted the service to be done.Tried calling back to schedule a date and no one returns our call Now I want our deposit of $800.00 back for they have been holding it hostage since August.We will settle this in court if the deposit is not returned to us in a timely manner.I hope you can help us with this problem to avoid court action.Thank you

  

  Business response

  12/14/2022

  Dear *****,

  We apologize for the delay and inconvenience. After the hurricane we lost 2/3 of our gutter installers, which left to go chase hurricane work. We have been doing our best to fulfill our contracts but our lead time have unexpectedly been pushed out. We will issue a full refund in the amount of $800. Sorry again for your frustration.

   

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

  Director of Sales
  

  
  

  Customer response

  01/03/2023

  We thought all was solved but we were wrong. Commercial residential said they issued a check in full but never received it. Got in touch with them again and they said they would reissue a check again it might have got lost in the mail, so far no check.(games they play).I will try to contact them again which is not easy, for they dont answer phone or texts.

  Customer response

  01/06/2023

  Drove to commercial residential aluminum & fabricating llc Wednesday Jan. 4 2023 to pick up check.

  We received the refund in full.

  Without BBBs help this wouldnt have been resolved, so many thanks to you.

   

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

• Initial Complaint

  07/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello, please see the attached documents which indicates I have reached out to CRA on numerous occasions to make repairs to the Lanai I contracted with them on in the Fall of 2020 and was completed in 2021. They responded once and made some repairs but the Lanai continues to deteriorate and I am no longer receiving any response from this company.

  

  Business response

  08/12/2022

  Good afternoon. I have review this complaint. The home owner requested that we leave voids int he corner of their lanai for landscaping. per their request we left the voids in the corners and install the deck and pavers per their contract. During heavy rains the water ********. The solution for this is outside our scope of work. I would suggest a landscaping company installing underground drainage with a bubblier outside the enclosure. Unfortunately we do not have the resources and this is outside our scope of work.

  Customer response

  08/23/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  As previously advised, the ponding in the garden area is only one of the issues, collapse of various areas within the new lanai and ****** is the other which was not addressed. ***'s response stated the lanai was constructed with voids which I'll interpret as my garden area. I am attaching the rendering CRA's sales **** ************************ provided to me to send to my HOA for their knowledge and also the engineered drawings CRA provided to me for approval prior to their submission for a permit. Their Sales Order is also attached, nowhere in the documents I have reviewed indicates that proper construction practices for drainage and collapse prevention would not be utilized. The original lanai next to the house, my driveway and front sidewalk are not collapsing so I am at a loss as to why the work that was contracted thru CRA is.
  Again, I am requesting repair of all affected areas and thank you for your assistance.
  
  See Attachment/File: Lanai Rendering 2019-2020_

• Initial Complaint

  02/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 3/24 I signed a contract and paid a deposit with Commercial Residential Aluminum (CRA) to extend my current Lanai an additional 17'X30'. The contract specified that the cage roof style was to be "Mansford" (per HOA requirements). The contract also stated that they were to remove the front wall of the current covered Lanai and re-screen only the side panel of the current covered Lanai with polyester noseum screen. The install was to be completed by October 1st. On August 12th I sent a email to CRA asking for a status update, on August 16th I was assured they were on track for the Oct 1st completion and that I would be contacted 2 weeks in advance of demolition work in order to get the irrigation cut and capped. I received a email Sept. 21st stating the demo crew was at the residence but because the irrigation was not cut and capped they were leaving the site. I was never contacted in advance of the demolition. I immediately got a hold of the irrigation crew, got the lines cut and capped and told CRA the site was ready. On Nov 9th I received a request for an additional 70% payment to build the cage, they sent a representative out to the house to pick it up. On Nov 23rd the cage was installed. CRA broke the contract. They installed a "hip"roof style instead of a "mansard" roof style (per HOA rules), and removed and lost the sidewall from my Lanai that was to be re-screened only. When I questioned the roof style I was told there were two different sketches in my file. Funny when I requested a copy, they are dated 4/13/21 and 1/4/22- 9 months apart. I informed CRA that the HOA issued a violation regarding the roof and it needed to be replaced, I want my sidewall replaced to pre demo. I got a certified letter last week from their attorney demanding payment in FULL or they would put a lien on my home. I am tired of the delays, excuses and demands.

  

  Business response

  05/19/2022

  Business Response /* (1000, 5, 2022/02/18) */ We apologize for the inconvenience during this construction process. Our measure and layout team was on site this morning (Friday Feb 18th) to get final measurements in order to replace the roof and side wall to a mansard style per your contract. In addition the side wall will be getting replace to look exactly like it was before construction. Lastly, we will satisfy the request for lien once the final payment is collected and construction is complete. Consumer Response /* (3000, 7, 2022/02/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) CRA broke the contract, all of the problems are because of their inability to manage the project and pay attention to the details of the contract. Nowhere in the reply is a firm date to completion of roof and windows for the Lanai. I want a letter from their attorney stating NO lien, and 30 days to pay balance after city inspection pass. Business Response /* (4000, 9, 2022/02/21) */ Cage repair is scheduled for Thursday 24th weather pending. We are awaiting a ship date for the acrylic window replacement. Our customer service liaison did rely the schedule last Friday via email at 11:47am. We have every intention on making this job correct as we stated before. The job will be to CRA standards and once the bill is paid in full a release of lien will be filed. Payment is due at completion of job and inspection will be called once installation is completed. Again we apologize for the inconvenience. Consumer Response /* (3000, 12, 2022/02/28) */ This response was taken verbally by BBB: The business came out on the 24th as indicated. At that time, they rebuilt the cage and tore paint off my super gutters in 2 places; Chipped paint off my stained floor by throwing aluminum on it. They took the whole cage down except for the picture window wall. Then rebuild, using a portion of the old cage that they had cut the caulk on to loosen from support and never re-caulked the seam. There is also a 1/2" space above the door where they didn't bolt the 2 pieces of metal together. I am still waiting on an update for the acrylic window replacement. Business Response /* (4000, 14, 2022/03/04) */ We will issue a service ticket to address the issues and make sure the deck is restored back to the original condition. We informed the customer on 2/21 via email that the acrylic window were 20 weeks out from the manufacture. Consumer Response /* (3000, 16, 2022/03/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Waiting for CRA to send scheduled date and time for repairs Consumer Response /* (3000, 22, 2022/04/18) */ This response was taken verbally by BBB: The business never contacted me to schedule service since their March 4th response indicating they would do so. Business Response /* (4000, 26, 2022/05/11) */ Service ticket for screen issues was completed. We need to readdress touch up on the gutter and we have issued a ticket to our subcontractor to professionally repair the deck. Consumer Response /* (2000, 28, 2022/05/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) CRA has taken care of 2 of the 6 issues that need to be addressed. They have stated they will send someone out to repair the paint issues on the super gutter and send the cement contractor out to repair the damaged floor. I expect these items to be taken care of within 30 days. At this time I do not have a date for the replacement of the acrylic windows. I will reopen this case if CRA does not follow through on their promise to make repairs and restore the acrylic window panel they removed in error.

• Initial Complaint

  02/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 3/24/2021 I signed a contract with Commercial Residential Aluminum (CRA) to remove an existing screened lani and replace it with a new much larger one. Per the contract the approximate install date was done 18-20 weeks after receipt of deposit which was paid  by CC at signing. It is  now 2/2022 and I have no lani! Just a partially finished concrete slab. CRA was responsible for all work except for irrigation modifications  which were  done prior to CRA commencing any site work.  Demolition was done in September  and a new concrete slab was poured early October. As of this writing the slab remains unfinished and so no construction has even begun on the Screen room.  I have had countless phone, email and face meetings with, 6 or more individuals from CRA including the President/CEO, VP, sales and  planning. The VP actually came to inspect the job but despite his latest assurances work would begin within a few days there has been nothing done nor any communication in over 2 weeks. I live in a gated community where the HOA has strict rules governing external construction modifications. I have a twin townhome, my roofmate and I chose and signed  essentially the same contracts together with the same sales agent. Her lani was completed months ago but has to be removed because it was not built to the plans and specifications  submitted and approved by her, the HOA and the City.  If I  didn't  experience this myself I wouldn't believe this company could be so inconsiderate and incompetent.

  

  Business response

  02/01/2022

  Business Response /* (1000, 5, 2022/02/01) */ Scheduled for deck work 2/7. Once deck work is completed cage installation will follow. Goal to be completed before the end of February. Consumer Response /* (2000, 7, 2022/02/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) CRA's response to your contact is virtually the same as I've been getting for months. "Afternoon *****, I talked to Jason and we are aiming to redo the deck next week. We will confirm as we get closer to the end of the week." This was the text of the latest email from VP on January 11.But zero follow up. The fact that he responded to BBB'S contact so quickly, tells me he *** be more motivated to perform now.I am hopeful but not confident! Also the VP is actively trying to get the HOA to accept a cage design different than specified by the HOA documents, my contract and what was submitted and approved by the city. Than you ****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩