Complaints

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

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  Direct Remodels LLC

  3215 Bennett St N Saint Petersburg, FL 33713-2641

  
• 

  Direct Remodels LLC

  3215 Bennett St N Saint Petersburg, FL 33713-2641

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:03/24/2025

  Type:Order Issues
  Status:

  ResolvedMore 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.

  Contract signed on 8/5/24 for 6 windows. 3 windows were installed in November and the other 3 couldnt be installed because there was a crack in one of the pieces of glass. I was told at the time they would have to reorder the window but they would rush it. About a month passed and the manufacturer called saying they were only replacing the glass and not the entire window. There was zero communication from the office about this as I was under the impression the whole window needed to be replaced. Frustrating but okay lets get this window installed. Upon the manufacturer loading it they again damaged the glass . Now they said they need to replace the entire window not just the glass. Here we go again. These windows are all on the front of my house and there were two more I hadnt ordered so I went ahead and requested a big discount on the last two windows so at least the front of my home can have all matching windows(knowing this is the last chance I give this company). Move forward a little over two months now at the end of February I have to reach out to the company to see whats going on with the windows . Oh we were just about to call you..March, remaining windows installed. Stucco work is to take place in two days. No show. Reschedule for Friday. Again no show, just a text sorry they cant make it, they will be there tomorrow. ************** show up at 8, dont have a ladder tall enough. They will be back in an hour. Nope it was almost 3 hours later. Horrible stucco work along with a mess left on my roof, garbage and nails left in my walkway and yard. Reach out to two people at the company and silence. 15k for 8 windows and terrible work, terrible communication, terrible service. From August to current day and we are still dealing with this nightmare of a company.

  

  Business Response

  Date: 03/24/2025

  Hi, thanks for the call earlier. Sorry again to hear about the stucco crew this weekend.  Were glad we could get this situated for you, and thank you for your patience as we get your stucco completely properly!  **** will remain in touch!

  Customer Answer

  Date: 03/26/2025

   
  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,
  
  ****** Garda

• Initial Complaint

  Date:03/13/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  Direct Remodels calls 4-5 times per day using a different phone number each time. I have no need for this business.

  

  Business Response

  Date: 03/13/2025

  Hi *****, sorry for any inconvenience. We were responding to the form you filled out requesting a quote for new windows, and couldnt get in touch, but we wont call you anymore!  Ive added you to our Do Not Call list.  Please let us know if you ever need that window quote in the future. 

  Customer Answer

  Date: 03/15/2025

   
  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

  Date:12/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  ****** ***** was by far the most obnoxious , arrogant Supervisor who I told him I was promised and complete itemized breakdown on how they arrived at $11,000 got 9 smaller than average windows of hurricane impact force, know that I had 3 days to cancel after receiving and reviewing. Called nearly every day asking apathetic CS and Installation **** for the itemized invoice which astoundingly shows the **** jacked up from $11k but keeping my debt burden the same. In short, he also dropped the biggest bait and switch appalling and disgusting news that the model the Sales *** showed me was the model that was to be installed and bragged about how they were virtually bullet proof and tested by missiles that the Sales *** made a mistake and I was going to get regular non-impact windows installed. He cut me off rudely multiple time saying he did not have time for discourse and hung up on me saying his boss would deal with cleaning *** this debacle and he was to busy to hear that I not only have a thorough journal of the numerous calls to ****** the Sales ***, but also had legally permissible audio or my telling ***** I needed time to make an informed decision. This complaint will be amended with absolutely shocking admissible support that I am requesting my $5,500 downpayment returned

  

  Business Response

  Date: 12/16/2024

  Hi, we have been trying to communicate with you to discuss, and we hope to speak with you soon.  The contract was for non-impact windows, and you are in a non-impact area, but we understand you were hoping to upgrade to our impact window line instead.  As you know, we have already agreed to do this upgrade at no charge for any confusion, despite the contract stating it was for non-impact windows.  We are still willing to do make this upgrade for you so please reach back out to our team when you have a moment to coordinate your installation.  Thanks again for choosing Direct Remodels!

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22676621
  
  I am rejecting this response because I signed refund agreement with VP, **** ****** whereby I will receive a full refund of the $5,850 downpayment and upon receipt of this refund, I agree to withdraw this complaint.  This signed document serves to cease all business with Direct Remodels and awaiting response and refund as promised.  I will withdraw this complaint upon full refund as agreed in a documented/recorded 45 minute call with Mr. ****** on 12/18/24.
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 12/19/2024

  Thank you and yes, we are glad we were able to reach you and discuss.  Glad we could agree on a refund and please dont hesitate to reach out if you need anything in the future.

  Customer Answer

  Date: 12/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and despite **** ******, VP calling me at 3.04pm on 12/20/24 to follow up on his breach of the agreement which was that I withdraw this complaint contingent on receiving the full $5,850 refund to my Credit Card which my Bank states 5 Business Days to post, and his email this afternoon (attached) speaks volumes.  Just read the Subject Line clearly stating that I withdraw this complaint AFTER I receive the full refund in my Account.  Taking advantage of someone that just lost their Father to Brain Cancer and the Emergency Spinal Fusion Surgery this summer that has compromised my immune system and unexplained 40lb weight loss Doctors are working to identify the source of internal hemorrhaging, was planning on surprising my nearest relative and older sister in ****, Mr. ****** has robbed me of much more than money could ever buy.  His failure to promptly take action to initiate a refund whereby I needed the refund to have firm up the itinerary and pay for the trip....gone based on his email screenshot attached.  I have no other choice as his hostage to the money  I am owed therefore I accept his childish behavior and arrogant attitude to resolve this complaint.  Thank you and Merry ****************** ****** and I pray your children you were picking up  when we spoke this week do not follow you as a role model.  Initiate the refund IMMEDIATELY!!!

  "We will not initiate the refund until the BBB complaint is resolved."  
  
  
  **** ******
  VP - Sales & Marketing 
  Direct Remodels
  p: ************
  e: *************************************************************
  **********************************************************************************
  

• Initial Complaint

  Date:11/07/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  After payment there has been no contact from business. Windows were never ordered per latest conversation with business staff ****. *** approval had not been pursued by company as conveyed by the representative at the time of payment. Multiple request for cancellation due to mistrust of various company representative's misrepresentations have gone unresolved. This is just one more effort to resolve issue prior to legal pursuit.

  

  Business Response

  Date: 11/18/2024

  Hi, thank you for speaking with us the other day. Glad we are moving forward on a positive note. We will stay in touch regarding your HOA!

  Customer Answer

  Date: 11/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is ongoing but currently satisfactory to me as the issue has not been 100% resolved but a work in progress.
  
  Sincerely,
  
  ********* ********

• Initial Complaint

  Date:11/04/2024

  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 was thinking about getting new windows, but changed my mind. Never spoke to anyone. But l keep getting phone calls, which I don't answer. I have blocked their number, yet they keep calling.

  

  Business Response

  Date: 11/04/2024

  Hi, we've added you to our DNC list.  As you had mentioned (and our records confirm) that you had never answered, but if a customer simply asks to not be contacted further we'll always add them to our DNC list :)

• Initial Complaint

  Date:05/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Direct Remodels quoted us a price for new windows in late August 2023. We were told that because my dad is a Veteran we would qualify for a $10,000 ***** making us responsible for the other $10,000. That would make our payment around $103.00 a month. We found out within a week that we weren't eligible for the ***** and I informed *****. He asked if the ***** *********** had a reference number, which I gave him, and he assured me that we were good to go since we had a reference number. The windows were measured, again I asked ***** about the ***** ***** because we didn't want to move forward without that and he said yes, we were fine to go, which led us to mid to late September 2023 and a team of installers finally arrived. As they installed the windows, we noticed that 3 of the windows had been changed without our knowledge, to sliders instead of double-hung. We questioned this decision several times and were never given an answer as to who made the decision to change them. Bathroom windows were also ordered/received that were supposed to be frosted but came in clear. They went ahead and installed the clear windows and about a month later new frosted ones came in and were installed. We sent several pictures to the company with obvious/gross errors that had occurred during installation such as no caulking/over use of caulking, a screen that didn't fit, and just sloppy work in general. We also needed inside repairs done where they changed out the windows to sliders and ripped out framing around the windows. This took several calls and almost 6 months to finally get someone to half way fix it. In May 2024, we still had all the stickers in the window and were waiting on the inspection, which again after several calls, we were finally told it had been done virtually. We are on a fixed income and our payment is now a little over $300.00 a month. That's a huge hit to a family with a disabled veteran! I've contacted the owners by email and never heard a thing back.

  

  Business Response

  Date: 05/13/2024

  The customer has indicated that they would like to retract this complaint, as it has been resolved.

  Customer Answer

  Date: 05/13/2024

   
  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

  Date:11/08/2023

  Type:Product 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 had a representative come to my house for an estimate on replacing four windows.*******. said he would email an estimate to me the next day.I never received the estimate, the company completely ignored my requests for the estimate.

  

  Business Response

  Date: 11/15/2023

  Hi, we're sorry to hear your estimate never made it to you.  Please call our office at ************ and we can see what we can do!

• Initial Complaint

  Date:11/03/2023

  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.

  Transaction date 5/26/2023 Paid $15,000.00 Supposed to provide a quality window, install, , paint areas of damage, inspection, clean up and finalize.To whom it may concern, We purchased in good faith windows for our home back in May of 2023. It has been less than a desirable transaction, in fact our home is still not put back together with the holidays coming up and 6 months later.I could discuss the sales approach of offering and displaying windows during the sales pitch that we did not end up getting.I could discuss the strong arm tactics of completing and paying the balance before the work is completed.I could discuss the fact that the inspection did not pass over 2 months ago and was turned back over to the company to correct the issues.I could discuss the fact that every time I call in I get no one that knows anything that is going on, and yes I have to call them and I am not on any schedule for completion.In summary, I still have a window that did not pass inspection, they sent out the mfg as we were told it was their problem, and the mfg employee said there is nothing wrong with the window it is an installation problem.Direct Remodel sent out a person to look at it and he stated that was not in his wheelhouse.They sent out another person and he said he could not do it by himself that it takes two people.They sent out another person who stated he did not know why he was sent because this is an installer jobs.The stickers on the windows, caps for the screws, blinds cant be put up all due to an inspection still not complete.All I am asking is to complete the **** job, You have your money. I have a half done job with zero quality service from this company.Service manager-******-************ Sales manager- *****-************

  

  Business Response

  Date: 11/15/2023

  Hi, we've spoken to the customer and have been on site to review the issues.  We are having a service technician out to fix the outstanding issues for the customer, and will follow up once completed.

• Initial Complaint

  Date:10/12/2023

  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.

  In September ***** Direct Remodels performed window installation in my condo unit on 10th Floor. Their construction manager, ****, is not responding to me. Here are the issues I have with them:1. He said inspection will be scheduled with City inspector within a week of installation. Still hasnt happened and no one from Direct Remodels reached out to me on this. Action: I want Direct Remodels to provide me with the date of inspection.2. They left their rental swing stage at the building, attached to the roof and it is still sitting there for over a week and HOA is complaining. Direct Remodels is not responding to this issue. Action: i need direct remodels to pick up the rental swing stage off the premises.3. **** promised me finish parts for the windows, to complete the look/installation to be delivered within few days of installation. I havent heard since. Action: I need Direct Remodels to provide me with these parts as promised.

  

  Business Response

  Date: 10/19/2023

  Hi, we've since gotten this coordinated with ************ and have materials ordered to finalize the trim.  Thanks for your patience and looking forward to finishing that last part!

• Initial Complaint

  Date:09/25/2023

  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.

  Direct Remodels sales person ***************** came to my house to give me an estimate on 6/20/23. Interviewed 2 other companies, but decided to go with their company. When they came to install my windows I noticed that the miter joints on the window casements were done poorly and the caulking was even worse. I took pictures of this as it was happening and mentioned to the crew installing the windows of my dissatisfaction with their work. They did not care about my dissatisfaction an said that this was fine. I immediately sent the pictures to ***************** and he sent back a text that he would resolve this issue in the morning. Will never called me back. When the workers left that day, they also left without placing covers over the screws fixing the windows to the inside of the frame. The company finally sent someone to try to resolve the problem after several unanswered calls, but they only recaulked the horrible joints that they made originally and still have not brought the covers for the inside ******. I reported this problem while it was happening, and spoke with *********************** whose only response was to add more caulk to an already over caulked situation. When questioned about speaking to his superior, I was told its him and the owner who was vacationing overseas. At no point was any effort made to resolve our issues instead being accused of fishing for a discount ! Rude doesnt even begin to tell the story of this companies employees, their attitudes and their work ethic. All we wanted was a professional job done right the first time. This is not a ****** dollar job! In addition ***************** sent my application to the wrong loan company ************************* and then canceled it, causing a hard inquiry on my credit report for a loan I didnt want. I had my project financed through *****. I would want a letter from them withdrawing that loan inquiry from my credit report to send to Transunion.

  

  Business Response

  Date: 10/02/2023

  Hi, we are looking into this and will be reaching out to the customer promptly.