ComplaintsforU.S. Aluminum Services Corporation

• Initial Complaint

  08/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We had a contract for the screen room in the back yard. However, the room was done in the worst way I have ever seen. The professionals, Bobby and Billy, came to take the measurements of the area. Those number as we expected the screen room will be. But the front wall was place as diagonal, not parallel with the house, so the screen room is not straight and squared at all. Jason, as a professional, came to see it with his own eyes and agreed with us that the screen room is not straight. He took measurements, back to the office and discussed with the team. The answer we get from him is just leave the way it is. The final payment needs to be made or it will be sent to collectors. In addition, we have some leaking spots also. Please consider and advise us with these problems. Thank you for your concern.

  Business response

  08/25/2023

  Hello **** *******
  
  In response to your complaint, we would like to first apologize for any misunderstandings and concerns you are experiencing. We would like to point out that we are currently in communication with you via phone calls and emails, trying our best to clarify the situation and that we haven’t denied any repair services or stopped any communication with you. Our Project Manager has scheduled the services for the leak that you have reported.
  
  Your Sales Representative Bobby is trying to reach you as well as he is looking to setup a meeting, with the intention to present you with some documentation that will assist us in explaining, once again, the reason why the room is not parallel with the house but parallel with the foundation/pavers per engineering codes.
  
  Please see documentation attached, we have included the following:
  
  -General Notes, the 3rd page the Edge Distance is highlighted to show that the Engineer/Contractor is required to install uprights to provide a 2” minimum clearance from edge of slab and/or footer.
  -Description, with details about the project and construction of the enclosure, to show that everything was done correctly.
  -County Passed Inspection.
  
  We would like to make things right for you as we thrive for excellent customer service and for this reason, we feel the need to provide you, once again, with professional engineering details and documentation to help you understand that everything was done the correct way and that everything was clear in the contract.
  We ask you kindly that you settle on this complaint as we have been very responsive to your requests, still in communication with you and will take over our responsibilities as a reputable company.
  Regards,
  The US Aluminum Management Team.

  Customer response

  08/28/2023

  
  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

  04/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  It's now been over 6 weeks since the installation of a complete new lanai, which was supposed to take 1.5 days. After 4 return visits (so far) to fix incorrect /cosmetic items, the ***** failed county inspection. I requested the Project Manager visit me to look it over together - he refuses to visit, will only send his installation staff who have shown up with NO IDEA why they are here. I was told that plans were being revised, and would be delivered to the site for the inspector. Now it's been almost 3 weeks of radio silence - with the exception of the collections department calling to find out why I haven't paid the final invoice. I told her it's not passed inspection, and she asked ME why, since she can't get in touch with the Project Manager. She also told me she would call me back once she spoke with management. That call never came. The communication WITH and WITHIN this company is atrocious.

  Business response

  04/12/2023

  Hello Mr. ******* please accept our apologies for this inconvenience of the failed inspection and the lack of communication in our part. As you may be aware, everything is taken care of and we just passed the final inspection; we are hoping this will make you feel more comfortable with the results of your project. At this moment, we are working on setting up a job site visit from the General Manager, who would like to discuss any further questions or concerns you might have and do a final walkthrough. Our management team have tried to reach you a few times to discuss this further, but we haven’t received a response. Please contact our Customer Service Manager Yaritza T. on her direct line: ************* 
  
  Note: We have attached the certificate of completion from Orange County, pertaining to your passed inspection. 

  Business response

  05/19/2023

  Dear Mr. *******
  
  Thank you for your time Today, we are glad that our conversation was a success, and we were able to come to an agreement. The US Aluminum team apologizes once again for the mistakes during the construction of your project; our management team will work with the office and installation team to make sure this won’t happen again. We have been in business for 20 years and our reputation speaks for itself and situations like this won’t be taken for granted. For BBB purposes, we would like to include a list of events that took place from our part in resolving the matter and that you are aware of.
  
  -On April 10th, final Inspection was approved by the county (see attachment). 
  -On May 3rd and May 4th, our General Manager and the crew did a comprehensive audit of the project and completed a punch list that was more detailed than the list you had.  A punch list of about 20 items was completed that included parts replacement, repairs, paint, and cosmetic issues. The US Aluminum team audit list was more inclusive than the list you had completed. 
  -On May 18th, we sent another installer to replace a 2 x 9 beam, that had to be ordered, which had some nicks and was slightly bent. 
  -On May 19th, we informed you that your balance of $2,124 will be waived. 
  -On May 19th, we set up a final walk-through for June 7th, with our General Manager, as you will be on vacation returning on June 5th.  
  
  We have attached a copy of the passed inspection mentioned above for documentation purposes. Our team is extremely upset that we didn’t meet your expectations and we hope that we can make this right for you, and you can finally enjoy the beauty of your patio. You will soon receive a package which will include/show that your invoice has been paid in full. As you been in contact with Norma S******, please don’t hesitate to call her directly if other situation arises. Regards, The US Aluminum Management Team.

  Customer response

  05/22/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and while there remain some minor cosmetic items to be addressed, I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  10/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 6/8/22, Bobby R******** from U.S. Aluminum, came to my home to give me an estimate for a screen room. The total was $14,805 and he asked for a deposit of $4,441, which I gave him. I know better than to give a deposit, but I thought he was honest. On 9/6/22 I called and texted Bobby to cancel the screen room (it had been 3 months and the permit was not even pulled) and ask for a refund due to a personal emergency I was dealing with. I am 69 years old and on Social Security - I need this money returned asap. On 9/13/22 i received a "job cancellation form" from U.S. Aluminum dated 9/31/22 where the cancellation cost was $1,255.19. Really? They didn't even get the permit yet and had my money all this time. So, according to U.S. Aluminum, I was supposed to get a refund of $3,185.81. Better than nothing and I need my money! Today is 10/19/22 and I still haven't received my money. I call every day and get told the check was mailed last week. I can't afford to get an attorney so I can only ask you to help me and I will post reviews on Google and anywhere else I can to keep people from using this company. Please help me. Thank you.

  Business response

  11/17/2022

  Business Response /* (1000, 5, 2022/10/26) */ Hello, on behalf of our company, I would like to apologize for this inconvenience, and we are very sorry that you are experiencing this moment of hardship. Our records indicate that the refund/check was cashed on Friday 10/21, a few days after you submitted your case to the BBB; we did mail the check, but it took a few days to arrive, and we apologize for that as it's out of our hands. We are hoping that you are satisfied at the moment and understand that even though there wasn't a permit, yet we did incur in some administration expenses and to mention a few other, engineering and drafting which is part of the normal process. Based on our contract, if you cancel your job, you will incur in some charges and again, we apologize if this has caused any problems. Please don't hesitate to contact me if you have any questions. Consumer Response /* (3000, 7, 2022/10/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's just a way for them to collect money from people. Engineering drawings? Come on, they were done at my kitchen table - it's a screened patio. Not much I can do except tell people not to use this company, which I will do every chance I get. Business Response /* (4000, 9, 2022/10/28) */ Hello Mrs. ********** we aren't planning to continue with the back and forth through this platform as we have tried calling you to further discuss the situation and to provide you with more details, but you aren't answering the phone. The sketch that you saw getting done at your kitchen table, it was just a small drawing with your project design, then that is transfer to our architect at the office for the process that is called Drafting then we send those to the engineering company where they get done professionally and sealed for permitting purposes. All of these have a cost and that is why we ask for a deposit. We'll be more than happy to show you proof. I have attached both together with this reply. Again, we apologize for this inconvenience and hopefully you can understand this is just part of the process and that you were aware from the beginning when signing your contract. Consumer Response /* (2000, 11, 2022/10/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Just close the complaint. Terrible company.

• Initial Complaint

  09/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Contracted with the company to extend an existing patio with new pavers and screen. 1. Contracted in March 2022, work started on the last week of July 2022 2. After repeatedly telling both the office (Jason) and working crew that I want to keep the existing tile and to put them on the side of the house, they took them 3. It took a week the get someone else's pavers (which was not enough) as a replacement, 4. Workers cut through are multiple areas of existing sprinkler system tubing of the Association which cost me money to fix. I was first told that the monies could be deducted from the final payment. Now, US Aluminum claims that they are not responsible for the negligence and the damage caused, per their contract.

  Business response

  10/12/2022

  Consumer Response /* (2000, 6, 2022/09/19) */ US-Aluminum has agreed to take care of the cost of the repairs. Please close this complaint as being resolved. Thank you for your help.

• Initial Complaint

  03/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We contracted company to install an aluminum insulated covered patio in our back yard over existing brick paver patio. Contracted in April 2021, project is still not completed. Pavers were removed and broken during install and have yet to be replaced. We have reached out to company multiple times asking for feedback on when pavers will be replaced. We even provided the exact paver model information to them for reference. After multiple follow ups and escalations we are now not getting any response back from the company. We provided notice we would escalate and still no response - so we are now escalating further. We shall soon be out of compliance with HOA bylines if project is not completed by April (one year from initial HOA approval). It is a safety risk to have loose and exposed bricks (we have young children in house as well as animals). Want company to finish job. If they refuse to finish job we will not make final payment as we will now need to pay a different company to fix what US Aluminum broke and failed to replace.

  Business response

  04/08/2022

  Business Response /* (1000, 5, 2022/03/16) */ Hello Mrs.*********, first let us apologize for all the inconveniences and the delays experienced during the process of building your patio, as we wish this never happened and that our customers wouldn't have to be experiencing the effects of the statewide supply chain delays. Is our understanding that the installation it's completed and that we were able to fix the leak and that we are currently working on the pavers as we write this note. We hope that you are satisfied with the final results and don't hesitate to give us a call or send us an email. You can communicate directly with our Customer Service Manager Yaritza T***** at************************ for further assistance. Consumer Response /* (2000, 7, 2022/03/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Company has now resolved all outstanding issues that were identified. Thank you BBB for your help escalating the matter to resolution.

• Initial Complaint

  01/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Hired Nov 2020. Aware delay of 3-5 months due to covid because of inspections from city.Electric/frame done in march/april'21. Windows back ordered a couple of weeks due to covid. found out because i emailed/called frequently. followed up MANY times. late October after multiple emails i was explained windows were available but inspections were delayed. NOT TRUE. I found out from the city mid dec that notice of commencement was not in records, and of course no permits or inspections scheduled. City said inspections are quick and easy to schedule, even same day. After this information, i emailed (Dec 16 2021) again to multiple people in the company to ensure SOMEONE would answer. I asked my project to be finished in a 30 day period, and please call me to give me some reassurance/explanation. one employee emailed, apologized and said this would be solved ASAP, and someone would be contacting me in the next couple of days. It was now been over a month, no one ever called me,sunroom is still the same as it was when i contacted them. No call or explanation has been provided to me. I have attached emails as proof. I paid in full, had issues with HELOC approval and deed transfers due to a lien on my home because of this unfinished product. Back inDecember all i wanted was my project to be finished in the timeframe I suggested, or called me if not possible. At this point, i also request a 10-15% refund since they basically have held my money for a significant amount of time without a finished product.

  Business response

  03/11/2022

  Business Response /* (1000, 6, 2022/01/21) */ Hello Mrs. *******, we would like to apologize for this inconvenience and all the troubled you have experienced during the process of building your sunroom. Last year was definitely a very complicated year as we experienced many delays in supplies, which affected or sub-contractors as well. There is no excuse for lack of communication, but we are working hard to keep all our customers always informed. Is our understanding that management was able to resolve the situation and we are finally running inspections in your project and finishing up the final touches. We hope that you are satisfied with the final product. Regards, The Customer Service Team. Consumer Response /* (3000, 8, 2022/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The delay in supplies, though a reasonable issue and one i was made aware of, was not the only issue as the response states, it was the also the lack of scheduling with the city and paperwork necessary to complete my project, which had nothing to do with materials. As it has been months since the electrical was done and hasn't passed inspections. . I do not trust the company to "keep their word", which to be honest has no value to me at this point. Due to the past year of neglect to follow up on my project, although i appreciate the apology, I would like a project deadline and consequence established if the deadline is not met. Thank you Business Response /* (4000, 14, 2022/02/22) */ Hello Mrs. *******, once again, we apologize for all the delays and miscommunication, and this shouldn't happen again. Is our understanding that your Project Manager Jason has provided you with some specific dates for the framing inspection, concrete board and electrical; we have also received instructions from our General Manager that these dates cannot be moved or changed by any reason. Please reach out to me if you have further questions. Yaritza T. Customer Service Manager************** Consumer Response /* (2000, 16, 2022/02/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Jason did call me 2/22/2022 with a March finish date.

• Initial Complaint

  01/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Contract signed on 4/8/21 for installation of pergola, pavers, drainage and electricity. Original pricing at $27,255. Price later increased due to them not drawing my specs to scale to $30, 205. Estimated completion date was 9/2/21 and as of today the work is still not completed yet they collected all of my money. All I want is my job completed and completed correctly to all required safety and building specifications.

  Business response

  03/04/2022

  Business Response /* (1000, 5, 2022/01/18) */ Hello Mrs. *****, first allow us to apologize for all the delays and complications in your project; unfortunately, the supply chain delays has caused many troubles to construction companies like us. Is our understanding that all of this has been resolved and that your project is scheduled for final inspection this week. We are hoping that you are happy with the results and let us know if you have any further questions. Don't hesitate to contact us directly. Consumer Response /* (3000, 7, 2022/01/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) The issue has not been resolved as of yet. The inspection was scheduled for today and did not pass. Additionally, I need to receive my proof of lien release from all the subcontractors that your firm hired for this job considering I fulfilled my obligation and have paid your firm in full as well as the lien release from your firm. Business Response /* (4000, 11, 2022/02/07) */ Hello Mrs. *****, we have received notification that the inspection passed. We hope that everything is all set on your end and that you are satisfied with the final product; we apologize for all the inconveniences. In regard to the release of lien, these forms will come directly from the sub-contractors as we don't have any lien on your property. We will follow-up.

*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. ↩