ComplaintsforJ & M Aluminum, Inc.

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Signed contract for screen room ********************* on 4/21/2022, paid $5705 / 50% deposit. Does say minimum ***** weeks on contract. We figured we'd be good for a party we'd planned for 9/10. It's now **** weeks, the party is over. When I called initially a few times around the 12 week ***** they were still waiting for it to come back from Engineering/permitting, etc. I finally looked on *************'s site myself after a particular call & found the permit had been issued a week prior. Permit was issued on 7/27.Me having that permit issued info changed their story to it'll be a couple of weeks to get the material, but it's been ordered. It's been 6+ weeks since that story. Now it's weather is stopping crews, or they're still working on the build, or they have to talk to the project manager to make sure he has everything, or, x or y or z ************* don't line up. No timelines stick, no one ever calls back like they say they will. Allegedly they will call me to let me know when I'll be on the schedule for the install but I'm unable to hold my breath on that promise any longer. I don't understand why they can't just share we have x jobs scheduled & you're y on the ********* expect it to be next week or whatever, but be honest about it. It's always just a week or 2 or waiting for something else, but it never comes to being fulfilled.I tried scanning & uploading a copy of my contract, but the scan is too faint to read.

  Business response

  10/28/2022

  J&M Aluminum is very sorry to hear your disappointment after the assumption you made that your home improvement project would be completed in time for your party. The contract clearly states scheduling starts a "Minimum" of ***** weeks after any concrete or permitting "excluding Bad weather and Holidays". Which as you're aware permit was obtained 7/27/2022. We're just approaching your 13th week. ********* Rainy season is during the summer which prevents installation as we cannot seal anything or install in the rain. Not to mention the hurricane that just passed. Pushing back installation dates for many other contacts before yours. Installation of your project will begin as soon as possible as contracts are installed in the order in which they were received, thank you for your patience.

  
  

  I've attached your contract below for reference as you stated yours was too faint. 

  Customer response

  10/30/2022

   
  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 **** would just recommend they do better communicating the stages of the process.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  Ongoing issue with the company. Work was completed earlier this month after failing inspection and multiple leaks found. Majority of the leaks have been fixed, however there is still one outstanding. Balance has been paid in full and there is a warranty issue that has not been resolved even though I have emailed and called the company. As I advised the employee on a recorded line, hurricane season is quickly approaching in Florida and I would rather not be worried about my floor leaking and holding water. All interaction between myself and J&M Aluminum has either been via email or on a recorded line.

  Business response

  07/13/2022

  Business Response /* (1000, 20, 2022/07/13) */ We completely understood this customers frustration as we shared the ongoing headache of the many problems with this job. Starting with the main problem being material shortages and window back orders from the manufacturer to allow the job to be completed in 2 to 3 days after install date as expected. Instead, the room remained incomplete for many weeks due to the delivery delay of her windows and doors. This was a supply chain problem that was out of our control, as they kept switching the dates that her windows would be delivered. Now, she did experience a leak in the roof that was corrected within 7-10 business days due to her availability to be home only on Fridays for the service men. Then, this customer had pavers laid shortly after the room was installed right outside of the room leaving a narrow space between the pavers and the wall of her acrylic room. These pavers are taller than the bottom of the room. The correct application should've been a PVC drain channel installed between the room and the pavers to prevent standing water. We're currently waiting for a special clear tri polymer brush-on Sealant to try and help her with said issue but like a lot of material lately this is also on back order due to raw material shortages. We unfortunately cannot do anything more about the water going under the door ultimately... The paver company should have installed a drain channel. J&M Aluminum has tried our very best to help resolve any issues she's had and will continue to try and satisfy this customer. Consumer Response /* (3000, 22, 2022/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) J&M was advised of the leak on 05/06/22. It is now 07/21/22 and the leak has yet to be fixed. I understand that there are material shortages, but there is absolutely no communication from J&M whatsoever. I have to call them on recorded lines and send emails so that I have a record of what is discussed. The reason I'm only available on Fridays, partly due to my schedule, but they've also been no call, no shows on several occasions. October 25, October 27, February 22, May 2 are just a few examples. The pavers were installed correctly and there is no standing water in the NW corner of the room where the leak is as discussed on a recorded line at June 16, 2022 at 1:50pm. I didn't even realize there was an issue with water going under the door until their employee found that leak before I could and fixed the issue on sight. The last communication from J&M was on June 17 at 3:45pm from their employee advising he would not be out that to fix the issue at that time. I have yet to receive any updates on a resolution or possible time frame.

• Initial Complaint

  04/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Contracted with company in September, 2021 to re-screen and replace door on my condo unit's front porch. The work has never been done and they seem to have no interest in it's completion. The salesperson won't return my calls (was told I had to contact her regarding this matter). I am simply asking that my deposit (50% of total cost - $580) be refunded.

• Initial Complaint

  03/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They did a nice job building my enclosed patio room but there is a leak. They came back to fix but it continues to leak. They ignore e mails and seemed to have washed their hands of it. They are very good at starting a job but don't trust them to finish it. There's still a leak and I'm being ignored

  Business response

  05/26/2022

  Business Response /* (1000, 6, 2022/03/29) */ This response was taken verbally by BBB: While I had a couple of correspondence with this customer over a year ago using my personal email. The customer should be contacting the business contact info, not my personal email. That is not checked regularly. A service ticket has since been opened. Moving forward, the customer should call our office to have service tickets opened. Consumer Response /* (3000, 8, 2022/03/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did contact customer service first. Which is why I tried to contact the personal e mail.

• Initial Complaint

  03/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Contract signed 10/11/2021 by Sales Rep MaryBeth N. for delivery of a PATIO COVER APPROX 10X10, DELIVERY 4-5 WEEKS. Like other complaints reviewed, I, too, have phoned, left messages but I have visited twice in person to ask the status. Each time *********** phoned the warehouse, spoke to a woman, asked her the status, ended call and each time the response was, "It will be on the truck this Friday and we will phone you at 1p." This has occurred several times and I foolishly believed and waited around all day for a phone call or delivery. Neither of the two promises were kept. I could understand if the warehouse did not have the materials because of shipping issues or COVID. I could understand the problem of not enough workers to deliver to product. What I disliked most is the silence as well as the misleading of the status. Sadly, a man came into the store while I was seeking yet another update and he wanted to order a large patio cover. I wanted, so much, to tell him not to waste his money. Neighbors had an entire year of waiting for their patio cover to be manufactured by another local company. The difference is they kept the customer updated and did not make false promises. I would like to receive a true and honest response regarding the delivery and not another run-a-round. The other option is to return my full deposit back on my VISA. It is now scorching hot in my back yard where a patio cover should be. My family arrives March 19th and we had planned to spend time grilling on the back patio. Honesty is the best policy for good customer service.

  Business response

  03/29/2022

  Business Response /* (1000, 11, 2022/03/29) */ This response was taken verbally by BBB: There was a hold up on some roofing materials but we should be receiving shortly and will call the customer to schedule. All of our contracts say 12-14 weeks minimum. Consumer Response /* (3000, 13, 2022/03/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) My contract clearly states in the salesperson's handwriting "4-5 week delivery." I am requesting a full refund because they are not honoring the contract and have given several delivery dates without delivery. Consumer Response /* (4200, 17, 2022/04/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) You ask me to give notification of businesses response by April 18th. As of the 18th, they have not responded in any form of communication. Consumer Response /* (2000, 29, 2022/07/22) */ They delivered the patio cover last Friday!

• Initial Complaint

  01/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  June 4, 2021, I signed a contract with J&M Aluminum and gave them a down payment of $798. I called approx. 6 weeks later asking if I could make a change to the original plans. They informed me it was too late to make changes. The material was ordered. I was ok with that. I had not heard anything, and then in November of 2021 I called inquiring about the ETA. I got a rude person on the phone and was told it was on back order. I gave it a few more weeks. Tried calling again. Got frustrated with the results and decided to go to the place of business physically. They again were rude telling me the material was still on back order. I drive past this place of business almost daily. I am constantly seeing the trucks loaded and also around town with materials. Not sure what is a reasonable amount of time to wait. I had this same work done on another house and it was 6 weeks or less. I did demand a refund. He said they have to process it and it would take several weeks. Well its been over a month. I asked to have my refund by the end of 2021. Have not seen it.

  Business response

  04/11/2022

  Business Response /* (1000, 5, 2022/01/05) */ Customer did not ask for a refund. She said if it was going to take much longer, she would ask for a refund. At no time did anyone tell her it would take weeks to issue a refund. We were not rude to her. She came into our showroom a little grumpy and we understand her frustration. What she does not understand, nor did she seem like she wanted to understand is that there is a huge a problem going on right now with materials and production. We do not manufacture the sliding doors; a window manufacturer does the manufacturing. Our contract says 14 weeks minimum. The last updated expected delivery date from the manufacturer is 01/15/2022. I am sure that the BBB is aware there is quite the crisis going on with building materials and the timeline of getting materials in stock. I do apologize to the homeowner. I know it is aggravating for her to have waited so long, but it is also very frustrating to us. I have had windows ordered for my own personal house and have been waiting 22 weeks now, and I am aggravated about it too. Thank you. Consumer Response /* (3000, 7, 2022/01/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I came in specifically to ask for a refund. He advised me he can't issue a check they are done out of house. The only communication from them is if I called to inquire of the status. I have had to do the contacting and pull any information out of them. I did not come in cranky. I was ******. Tired of waiting and felt like being jerked around. The sales person who came to my house has not returned my call either. It has been over 14 weeks. I feel I am entitled to a 100% refund. I understand what is going on in the country right now. But like I said it's been over 14 weeks. Business Response /* (4000, 13, 2022/03/29) */ This response was taken verbally by BBB: All of our contracts say 12-14 weeks minimum. This job has been completed at this time. No refund is due. There was a balance due and the customer has paid in full at this time.

• Initial Complaint

  08/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Company refuses to fix their defective installation of their product that is now leaking water into the roof of my home. Several similar complaints against company on Yelp.

  Business response

  09/29/2021

  Business Response /* (1000, 7, 2021/09/08) */ This has been resolved. We sent an installer out to seal up the leaks and he ran a water test. All customers have a warranty and within that time frame we will come out and do service on our product. However when it comes to leaks it is essential that we have dry weather in order to seal the area properly. We are in the rainy season in Florida which is a bit of a challenge when it comes to leaks. We have to wait it out until it is completely dry. Resolved issue with customer.

*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. ↩