ComplaintsforCustom Vinyl Systems of Florida

• Initial Complaint

  05/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Lanai windows installed 7/26/2013 and company has attempted to resolve various issues over the years: as installed: a. windows could be opened from the outside when locked, b. washing windows resulted in water entering the lanai, c. screens difficult to operate, d. windows allowed entry of bugs and frogs into the lanai. After various attempts to resolve issues, CVS placed continuous (non-movable) screening across all of the sliding windows. It stopped the frogs from getting into the lanai, but windows could no longer be cleaned properly (outside), and water still accumulated in the tracks and seeped into the lanai when windows were washed by a professional cleaning company. We have been patient, but finally gave up and requested a refund (refused). In a letter, CVS said they would come out again, but also suggested we could contact their lawyers if we wished to follow up on our complaints. Although they guarantee their products for life, we could not continue to live with a choice between either water and frogs in our house or water spotted windows. $11,716.00 down the drain to CVS unless the BBB can convince them to provide some level of refund. Due to our long-endured frustrations with CVS, yesterday we had another company install new windows. I am a veteran and retired after 40 years with the DoD.

  Business response

  05/30/2023

  Dear Mr. and Mrs. ***********,

  I have attached both your original letter requesting a refund and my response, for full review. As I mentioned cleaning more frequently would have stopped the buildup that now made it impossible to clean without removing the screens as I have many customers with the same situation and have had no problems.  Had you gotten back to me that is one of the solutions that I would have offered. My mentioning our attorney was only in response to your statement that you were prepared to seek other options including legal and in no way a threat. After not hearing from you for several months I assumed you were able to clean your windows, and all was well. Now in your letter to the BBB I was surprised to find out that you had the original windows removed and replaced. Unfortunately, since my product was removed there is nothing more that I can do to help you.

  Sincerely, 

  Philip D****

   

  Business response

  06/06/2023

  Mr. and Mrs. ***********,

  Your comment that suggests others were having issues with their product is totally without merit. It was done by request and in their original contract.

  Again, I will state that after receiving your original letter in January I stated that I would be happy to visit with you to try to rectify the situation. after there was no reply,  

  I assumed that the problem was solved. It was not until your complaint to the BBB that I found out you had replaced the product. By doing this without my knowledge you

  took away the ability for CVS or the manufacture to help to solve your problem. Regretfully there is nothing more that I can do for you at this time.

  Customer response

  06/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: If CVS products were properly manufactured and installed, why did the company need to place solid screening (replacing their sliding screens) to repel insects (and, in our case frogs). Why did it take several post-installation visits to correct the problems? Why was it going to take yet another visit by CVS to get the window tracks to drain properly (they already attempted this once before)? So I've been had to the tune of $11k and lawyers are too expensive for an 80 year old retiree. Apparently they win. I just hope no one else uses their services.

  Sincerely,
  
  ***** ***********

• Initial Complaint

  02/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  In Nov of 2019, I had my back patio screened in. As a new resident to Ocala, I chose CVS from my community's monthly newsletter which offered a free cruise. During my final inspections by a company rep, (Dennis) in addition, I was offered a free trip to Mexico as well. Cruises for 2021 and 2022 were canceled by cruise line. Understanding that the company has no control over canceled cruises, I contacted the company by written form to inquire about future cruises. I was advised by the front office, Tammy, that they were no longer working with the initial travel agent. I asked what travel agent they were working with and was advised none. I also inquired about the Mexico trip and was told to just call the office to book. Though courteous, Tammy was not able to give me any information in writing related to the Mexico trip as I requested. My letter was sent 12.20.21 and since January of 2022, I have contacted CVS numerous times about travel agents and told again told they were not working with any travel agent, yet their advertisement is still running in my community's monthly newsletter. After my letter to the company, Tammy had informed me she was waiting on the owner to get gift cards of about $50. I had suggested different acceptable options but as of today, 2.27.22, I have not heard from anyone. In addition, a $50 gift card does not sound reasonable compared to a cruise and a trip to Mexico. I feel strongly that a $50 gift card is no where near comparable to a cruise and Mexico trip. I would like to settle this with a minimum of $500 gift card and I will plan and book my own travel. I live in a 55+ community and feel advertising this offer is making false claims by company. The quality of their work was very good and I had planned for other projects but now I'm no longer comfortable working with this company.

  Business response

  03/16/2022

  Business Response /* (1000, 5, 2022/02/28) */ Dear Mrs. *****, you are correct that we are no longer dealing with that or any other travel agent as the cruise industry has been decimated to Covid. The offer that Denis gave you was for discounted hotel rates in Myrtle Beach, Las Vegas, Brason. Williamsburg, and Gatlinburg, we would be happy to return and explain these to you in greater detail if you would like. The ad in your community newsletter was removed a while ago. We certainly want to make you happy so if you would like I will also offer to refund you the cost of the cruise voucher. Because of the volume that we did with the agent our cost was $149.00 Please let me know how you would like to proceed, and we will accommodate you to the best of our ability. Thank You Philip ***** Custom Vinyl Systems Consumer Response /* (2000, 7, 2022/03/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept the $149 cost of the cruise voucher and put this experience behind me. For the record, the travel voucher I was presented only included Mexico, not discounts, but full hotel room. I never received anything for Las Vegas or any other US travel, ONLY Mexico. I believe you to be an honorable business man and I will await the $149 for cruise voucher. For the record, your ad continues to run in our monthly newsletter, most recent February. If you so choose, I will accept the alleged discount voucher for US travel which can be mailed to me.

• Initial Complaint

  07/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On the 4th of April we ordered a garage screen door. We were told it would take 6 weeks. Well, double that time and after several phone calls and threats to cancel the order we finally got the screen door delivered. The 2 people who came to install had no idea what they were doing and the next day a person had to come and finish the work saying nothing was wrong with the system, just the two men didn't know any thing about it. We even had to assist getting it installed. Unfortunately we backed into it because we could not see that it was down. Now it needs repair. After almost 2 weeks and several phone calls they keep telling us the same thing, the person has been notified, don't know why taking so long, will have "Phil" call and find out what delay is. The cost was over $2,000. We like the system, but it is useless at this point. We would like information to get this thing fixed.

  Business response

  08/04/2021

  Business Response /* (1000, 5, 2021/07/23) */ Mr. and Mrs. ******, We are sorry that it took longer than expected to install you garage door screen.as I am sure you are aware Covid 19 has decimated the labor pool and material supply chain and we are all trying to do the best we can under the circumstances. We received your repair call on 7/15 and will try to get someone out to you as soon as possible Thank you for your patience. Consumer Response /* (2000, 8, 2021/07/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate the response from the business. I understand their position with the covid issue and the problems associated with it. I am sure they understand our frustration with it as well. Yes, we did receive a call from the repair person on the day I wrote BBB, and we have an appointment for him to assess the damage. Thank you to *** for their assistance in all matters with the ordering, installation and repair issue.

• Initial Complaint

  07/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  CVS enclosed lanai abt 6 yrs ago. Enclosure has lifetime warranty but, I've had issues since I bought the house almost 4 yrs ago. During Irma, rain was coming into lanai substantially. I was here though not living here & didn't have my stuff. No mop or bucket. I used towels to soak up water coming in all night long! CVS came sometime later & put a bandaid don the issue but same thing occurred with the next rain & every one after! CVS has been here several DOZEN times...changed some caulk, put in different type of caulk in some areas, pulled out caulk completely from outside and later, pulled it out inside & replaced it completely. It turned green. Replaced caulk yet again & painted it to match floor. They've added more seep holes, etc The floor is getting destroyed from moisture. Pieces came up & areas are warped. CVS claims not to be responsible for floor and yet...it happened because of them. This is my house & I'm tired of the bandaids!

  Business response

  10/15/2021

  Business Response /* (1000, 5, 2021/07/14) */ Mrs.****** I am sorry to hear of your problem. however as you stated we have been out to try to take care of your problem several times telling me we have never ignored you or the problem. We have another scheduled visit for Monday 8-19-21 At that time we hope to fix the problem or find the problem and return at a later date to fix it. Again we have never ignored you or the problem and will stay on it till the issue is fixed Sincerly Philip D****** Consumer Response /* (3000, 7, 2021/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am willing to wait and see what gets accomplished on Monday. Business Response /* (4000, 18, 2021/09/14) */ we fixed issue and we will touch up the water spots / we ordered a sill riser to also help with some addition protection/ Consumer Response /* (4200, 20, 2021/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been informed by the owner of CVS that a part has been ordered and they are still waiting for it to arrive. It's been about a month or more. When received, they are supposed to put in the part and fix the floor where concrete and paint have chipped. I would like to wait until this is complete.

*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. ↩