Complaints

This profile includes complaints for National HomeCraft's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  National HomeCraft

  4441 SE 53rd Ave Ocala, FL 34480-7401

• 

  National HomeCraft

  PO Box 830094 Ocala, FL 34483-0094

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:07/10/2024

  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.

  I answered an ad back in 2019 about a roofing company that would finance a metal roof installation. I talked to a salesman and ultimately paid (and am still paying) way too much for a metal roof to be installed on my house. When the installers came to put it on the company said it would fix any decking that was needing repair and install the roof to my satisfaction. The roof looks very good but the reason for the new roof was because I had a giant hole in the decking that was causing a leak. The installers told me that there was no need to replace the decking because once the metal was put down it would fix the leak. Well it is still leaking today and over the last few years l have contacted this company to fix it as I have a lifetime warranty on the labor. They keep telling me that they no longer do business in ***** and there is nothing they can do. I have a warranty on the labor and I want someone to come fix it because I am tired of replacing the ceiling in my house everytime it rains.

  Business Response

  Date: 07/12/2024

  This is disappointing to hear. It is true the company that worked in *****, not a part of this office, is no longer in business. The best solution we could offer is for the Homeowner to get some estimates locally. We do not have any records to review the installation process therefore I am unable answer to installation matters or warranty. Usually, this type of installation problems appears within the first year of install. 

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21971271
  
  I am rejecting this response because:

  The company is responsible for the faulty Labor. I can get some estimates to fix the problem but I am not going to pay for it. National homecraft is going to get the bill. If that is what they want to do I will gladly get estimates and they can send me a check for the repairs.
  
  Sincerely,

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

• Initial Complaint

  Date:04/29/2024

  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.

  1/17/2024 $9,500 on 1/17/2024 $4,750 on 3/21/2024 A balance of $4,750 was to be paid on completion of the job.New siding for the entire house.The contract stipulated Norandex Woodsman Select siding which is a premium quality siding. The contractor used Norandex Summit Manor which is a lesser quality and price without notifying us. His contract says that only siding of equal quality and price can be substituted. In addition, his workmen caused damage to our birdcage and patio. We provided photos of the damage. We contacted the contractor three times trying to get this matter resolved. He kept telling us he was sick and would get back with us. Finally, after a month, he sent a message saying he wanted to meet to collect the balance. We told him that based on the repairs and the substitution of a lesser quality siding, we did not feel that there was a balance owing. He is now threatening to put a lien on our home.ID: ************************************

  Business Response

  Date: 04/30/2024

  It is our understanding the consumer did not mention any discrepancy in the product during the installation whatsoever. It was not until final payment for completion and after inspections were completed that this became an issue. Nonetheless, we have addressed this with the supplier and supplier is willing to compensate for the difference. The difference being minimal in price at best. This is the product the supplier was understood to be correct by the manufacturer. There was no intention by our company to install any lesser quality we were ordering direct from suppliers for the manufacturer with information contained in the agreement. We actually went over and above the contract by wrapping additional product protections to the home at additional costs. I believe the last conversation from the consumer was there is nothing to talk about and no balance owed. We paid workers and suppliers for work performed pursuant to a contract. This is the first we have received a complaint in this work type. Most all of our consumers are really happy with the work. It is truly unfortunate.

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21639426
  
  I am rejecting this response because:
  

  Consumer

  Most Recent Message

  Date Sent: 5/1/2024 12:19:55 PM
  

  We did not notice the substituted siding until the job was almost completed as the workers had unloaded their trailer on to our driveway and piled their ladders, equipment and the old siding that was removed on top of everything. In addition, it was covered with a tarp.

  The day after his crew started banging on the garage walls, our sprinkler system stopped working.  We originally thought that maybe one of the workers had put a nail into the conduit.  We had to get an electrician to cut a hole in the wall to try and find the problem but found that was not the source.  We eventually had to have a new control timer installed at our expense (because we could not definitively determine what caused it to stop working).

  The following message was texted to *************************** on April 5, once we were able to get his cell phone number:

  Hello ***** Inspection proved that there was no nail in the conduit anyway. The siding looks great but there a few scars from the guys. See enclosed quotes to rectify those. We chose the Woodsman Select but received ************ instead. Per your contract, a substitute siding can be made with equal quality and pricing. While the ************ siding looks okay, the quality of the siding is different and cheaper. We hope that you will afford us a discount on the balance along with the repairs. Thank you. **** and ***************************.

  On the same day, we sent him copies of quotes to repair the damaged birdcage and patio ceiling.  He did not acknowledge any of this, even though he had seen some of the damage.  We contacted ********, the maker of the siding.  They confirmed that Woodsman Select is their premium siding and ************ was a quality siding but different in quality and cheaper.  It was ************************ responsibility to inform us upfront of the substitution as stated in his contract (see attached pdf).  The only reason he substituted the cheaper siding apparently, was to make a bigger profit.  On April 15, we advised him "based on our repair expenses, painfully slow progress, and the fact that you installed an inferior and cheaper siding, we presume our bill is paid in full.  Please confirm."  He responded the next day, did not acknowledge any of it and said he would get in touch with us later in the week to discuss the balance on our project.  

  The workmanship was shoddy.  All the **Blocks they installed and glued into place are crooked.  At the end of each day, his workers swept up siding bits and pieces, nails and cigarette butts into our flower beds and under the bushes.  I had to hire a landscaping crew to blow out all the beds to get rid of the debris.  (see attached pdf).

  The repairs we are seeking reimbursement for amount to $865.00.  In actual fact, it has cost us $2,658 to take care of all the damage.  In addition, we feel that an adjustment of $3000.00 should also be accorded, based on the siding substitution.

  Thank you.

  ***** and *************************

   

  
  Sincerely,
  
  ***** And *************************

  Customer Answer

  Date: 05/09/2024

  We have received a notarized contractor's final affidavit demanding full payment of the remaining balance of $4,750.  He is refusing to pay for the damage his workers did to our birdcage and lanai, even though he is aware and has personally seen the damage, and to make any adjustment for an unauthorized substitution of a siding that was not the quality and pricing stipulated in their contract.  We have proven that we are willing to work with him on settling the remaining balance.

  Customer Answer

  Date: 05/12/2024

   

  We have sent this notarized letter to ***************************.

  **************************;
  National Home Craft 
  PO Box 830094 
  *****, FL 34483-0094 
  
  As you are fully aware, your crew damaged our birdcage and patio ceiling as well as sweeping debris into the flower beds and under our bushes.  Attached are copies of the costs involved to correct these issues. 
  In addition, our contract stipulated Norandex Woodsman Select, a premium vinyl siding in ********* Blue.  Norandex ************, a vinyl siding of lesser quality and cheaper was installed without notifying us.  Per the contract, a substitution can only be made provided that the substituted material is of equal quality.  We have confirmation from Norandex that ************ is not of equal quality and price.  We signed the contract on January 17 and the installation did not start until March 21.  Blaming the supplier is ludicrous as you received the Summit Manor siding and had ample time to get the correct vinyl during those two months or advise us.   
  Enclosed is our check for $2,385 which is full and final payment for the repairs, as well as a deduction of $1,500 for the vinyl substitution.  We reached out to you in good faith, on several occasions trying to resolve these issues.  You, on the other hand, threatened us. 
  By banking our check, you agree that this is full payment. 
  
  ***** and **********************;
  
  Encl. 
  
  
  
  ?Reply?Reply all?Forward
  
  
  
  ore Information...

  Business Response

  Date: 06/04/2024

  We have reviewed all the points Mr. and ********************* are making here. We have performed all conditions of the contract made with the party. It is our process to go over the job and collect final payment. Unfortunately, this did not happen. We stand by all terms of the contract agreement and the crews that do a wonderful job for so many customers. We will be more than happy to meet with the customer and go over any discrepancy. 

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21639426
  
  I am rejecting this response because:

  
  We sent the following notarized letter dated May 10 by certified mail to *************************** and was received and signed for Thursday, May 16.

  
  **************************;
  National Home Craft 
  PO Box 830094 
  ***************-0094 
  
  As you are fully aware, your crew damaged our birdcage and patio ceiling as well as sweeping debris into the flower beds and under our bushes.  Attached are copies of the costs involved to correct these issues. 
  In addition, our contract stipulated Norandex Woodsman Select, a premium vinyl siding in ********* Blue.  Norandex ************, a vinyl siding of lesser quality and cheaper was installed without notifying us.  Per the contract, a substitution can only be made provided that the substituted material is of equal quality.  We have confirmation from Norandex that ************ is not of equal quality and price.  We signed the contract on January 17 and the installation did not start until March 21.  Blaming the supplier is ludicrous as you received the Summit Manor siding and had ample time to get the correct vinyl during those two months or advise us.   
  Enclosed is our check for $2,385 which is full and final payment for the repairs, as well as a deduction of $1,500 for the vinyl substitution.  We reached out to you in good faith, on several occasions trying to resolve these issues.  You, on the other hand, threatened us. 
  By banking our check, you agree that this is full payment. 
  
  ***** and **********************;
  
  Encl. 
  

  ******************** is aware that his crew acknowledged the damage they caused to our birdcage and patio.  He was sent photos of the damage, as well as copies of the receipts paid by us to have the damage repaired.  He has never acknowledged the damage and apparently, is not prepared to reimburse us for them.  As stated in the above letter to ********************, we sent him a check in good faith to settle any balance that was owing, minus the cost of the repairs and a deduction for the unauthorized vinyl siding.  He has not acknowledged our letter or check.  He has placed a lien on our home which we will contest in court.  He has made no attempt to contact us to resolve these issues other than threats.  His company did not complete and fulfil all aspects of the contract as he claims, because of substituting vinyl siding that was not contracted for and not authorized.

  Sincerely,  

  ***** and *************************

  Customer Answer

  Date: 06/05/2024

  We find it extraordinary that you feel that ******************** did everything he could to settle the dispute.  On completion of the job, we tried to get ******************** to meet to review the damage and to come to an agreement on settlement.  For a month, he kept saying he would contact us, but he kept postponing.  When we received notification that he was placing a lien on our home, we sent him a letter with a check for more than half the balance owing, together with copies of the repairs we had to make that his crew caused.  We tried to resolve the matter, but he has not even attempted to do so.   We have been out of town for twelve days and returned Monday evening and saw your message and responded immediately.  Did you even read our response before sending your message this morning that you were closing the case?  We have proof of everything we have stated whereas ******************** has just made false statements or ignored the issue.

   

  ***** and *************************

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21639426
  
  I am rejecting this response because:

  Most Recent Message

  Date Sent: 6/5/2024 10:10:59 AM
  

  We find it extraordinary that you feel that ******************** did everything he could to settle the dispute.  On completion of the job, we tried to get ******************** to meet to review the damage and to come to an agreement on settlement.  For a month, he kept saying he would contact us, but he kept postponing.  When we received notification that he was placing a lien on our home, we sent him a letter with a check for more than half the balance owing, together with copies of the repairs we had to make that his crew caused.  We tried to resolve the matter, but he has not even attempted to do so.   We have been out of town for twelve days and returned Monday evening and saw your message and responded immediately.  Did you even read our response before sending your message this morning that you were closing the case?  We have proof of everything we have stated whereas ******************** has just made false statements or ignored the issue.

   

  ***** and *************************

  
  
  

  Business Response

  Date: 02/11/2025

   

  Subject: Response to Complaint #********

   

  To Whom It May Concern,

   

  Regarding complaint #********, we are pleased to share that both parties have reached a mutual resolution through the Lake County judicial system. The matter has been settled in a peaceful and fair manner, ensuring a satisfactory outcome for all involved.

   

  At National HomeCraft, we are committed to delivering quality service with integrity, always prioritizing the best interests of our customers and their homes. We recognize that each homeowner has unique concerns, and we strive to address them with professionalism and care. Our goal is to uphold the highest standards of customer satisfaction, and we remain dedicated to continuous improvement.

   

  We sincerely appreciate the efforts of everyone who contributed to resolving this matter and value the opportunity to learn and grow from every experience.

   

  Sincerely,

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

  National HomeCraft, LLC

• Initial Complaint

  Date:12/26/2023

  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 contracted National HomeCraft (NHC) to install 8 ******** windows in my home. The windows were a bit pricey, but I felt that they were excellent windows, so I agreed and ordered them. I paid 1/3 up-front in Nov 2022. They estimated about 12 weeks, so I called in early March for an ETA and they had no clue. Finally, I got a call in April that the windows were in and scheduled an installation. On the first day, the two installers came late and only installed one window. The next day, they came and installed the rest of the windows. However, one window was not sized correctly. They said they would reorder it immediately and contact me when it ready. I waited months. I called the office several times to get an update. I even asked if the window was ordered or not. The rep on the phone had no idea and said that the manager was very busy on some commercial jobs. It was October before they installed the final window. They are terrible with their communications. I need 8 more windows and a new front door, but I will NOT be using NHC and will find a more reliable company.

  Business Response

  Date: 01/03/2024

  We are disappointed with the circumstances surrounding your experience. This is not what we intended for you. We had difficulty during this time period with wrong windows boxed and delivered from the supplier mismarked. However, there is no excuse for the communication. I can understand your frustration. We also experienced that with suppliers as well. Once we order materials from manufacturers, we have no way of ensuring the timely delivery or the correct product being boxed. Despite repeated attempts at updates, we too experienced that frustration. I hope you have a better experience with New Purchase. Thank you for using National HomeCraft for your ******** purchase. We do appreciate you and will pass this on to our team to better communicate what we know when we know it.

• Initial Complaint

  Date:07/18/2023

  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 ordered shower on 11/14/2022 & was informed install would be approx. 3 months. We paid $6896.54 -as required. Shower was to be installed on 2/13/23 but was cancelled due to wrong shower panels, should be 1-2 more weeks. Shower installed 3/8 & 3/9 paid remaining balance of $6897.00. On 3/15/23 called them (Kathy) to inform them the shower pan was holding water. Frank M & another gentlemen came out that day & concluded that the drain pan was defective & someone would call with a resolution. 3/29/23 No call back yet, I called spoke with Kathy & she said no solution yet & will talk with Frank M. & have him us the next day. On 3/31 Kathy told us that the entire shower would need to be redone in approximately 2 wks & she would call. 4/19 was new install date but on 4/18 Kathy called & said new pan not draining correctly & no idea on new date. Frank said they would use a different drain pan as they had issues with the previous one. We went from center drain to front drain & now going back to center drain. Maybe 2 wks. 5/8 we still have not heard from them, I called & Kathy had no idea they are waiting on pan & will have Frank M call. No call back, I called & Mia would call back with answers. They had 3 pans come in on 5/26 but not sure if ours would let me know before noon. No call back as of 6/10. 6/15 we spoke with lawyer & she advised to send 2-certified letters, they were sent on 6/16. 7/5 Kathy called new install date 7/6 & 7/7. On 7/7 they cut the hole wrong for the faucet & be back 7/9 with odd panel for the back wall so we could use shower, but could not put shower door in till new wall installed approx 2 wks. I stated to Ron (installer) have Frank M call he said he would have him or Andrew call us. We feel we should be compansated for their poor business practices & the new shower floor design is not what we signed up & paid for but we have no choice. The shower is useable but not fully functional. My husband is disabled veteran with balance issues.

  Business Response

  Date: 01/25/2024

  Please see attachment for response

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 20320562
  
  I am rejecting this response because:  This company's response time is unacceptable as a good company would have responded faster.  We are sorry we put our trust with them. This response time is what we had been dealing with for months.  I stated to them we did not like how they did the shower floor, but they said that was the only way. So basically we had no choice.  This was not the plan we paid for and they said that was the best they could do.  Some of the caulking is yellowing already and I have not called them as they never responded to all my other calls in the past as there was always an excuse (busy, will call back or not in today) .  It's sad we paid all that money but did not receive the quality and customer service that we deserved.  
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 02/14/2024

  We appreciate you providing feedback on these issues. Again, this is not a customary process for our organization.

  Customer Answer

  Date: 02/20/2024

   
  Complaint: 20320562
  
  I am rejecting this response because:

  They will not take responsibility for their actions in this matter.  It's like beating your head against the wall.  I just hope nobody else has these issues.  I will continue to spread the word about this company.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:05/19/2022

  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.

  On 02/01/21 we signed a contract with National Home Craft of Ocala to remove/install 8 Andersen windows for $19043. Product delays happened and work did not start until 6/3. After removing 3 windows, we noticed the replacement windows were not the same size. We discussed this with Mr. F**** who stated, :"they would fill the space with wood". We told hom that was unacceptable but they continued the installation. On 6/5, we were told they could not complete the installation because they needed replacement parts. These parts did not arrive until the end of July 2021. On 7/28, the Marion County Building Inspector disapproved the installation because the widows were not the correct size. NHC never corrected the wrong size issue. Payment of $6349 was made. l put a block on the loan..I filed a complaint with the Marion County Building Safety & Licensing Division. This resulted in NHC being given 90 days to make corrections but never corrected the widow size.They had to remove 3 windows in order for the inspector to enure the correct wood was used and was secued according to code. Screens installed were the wrong size and had to be reordered. On 9/21/21, HNC placed a lien on our property.The new screens were installed in 12/17/21. Our loan expired 2/10/22. During the final inspection it was determined a part was missing from the front window. Mr. F**** told us he needed to order the part. On 12/17/21 we had made an addtional payment of $6000 to NHC. On 4/6/22 the missing part had not arrived and we made an offer to NHC that once the part arrived/installed, the lien removed we were ready to make a final payment of $5000. NHC just ignored us. On 5/17, NHC sent an email telling us the missing part had arrived and MR. F**** would contact us. I checked all the windows and discovered that one kitchen window has exterior cracks which allows water to enter. As of this date and time we have not heard from NHC.