ComplaintsforSunbelt Home Solutions, Inc.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I entered into a contract for hurricane windows and doors with Sunbelt Home Solutions November 2021. The installation commenced April 2022. From beginning started having issues with sliding glass door locks coming out of the wall, screens crooked weatherstripping with gaps, sealant in windows overflowing, scratches on metal , front door glass defective Some issues were corrected, Service technicians have come countless times throughout 2022, 3023 and 2024. To date I am still waiting for issues to be rectified.

  

  Business response

  07/08/2024

  We sincerely apologize to *********** for her open service issues and the length of time it has taken to correct them. Unfortunately, the manufacturer of this product has partially closed a portion of their production line. Due to this, it has delayed us in obtaining the proper parts for the repair. We did confirm with the manufacturer in late June that the parts are officially ordered and we are waiting to receive them in. We have been monitoring the progress of this service order closely. As soon as the parts are delivered, we will be in contact with ****** to schedule the service. We appreciate your continued patience. 

  Customer response

  07/08/2024

  
  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. I did receive a phone call and have been advised regarding the manufactures shutting down part of their factory.  I did ask what my next step would be if the manufacturer does complete the open order. I was told sunbelt would have to find another manufacturer to complete my open issues. At this time I must wait for sunbelt. I was told I would be apprised of the progress. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I originally signed a contract to have new windows installed by SunBelt on 5/13/2022. They installed the windows 12/2022 Upon completion of the window install the next step on the process was to have the job inspected by Hernando County which was done. The final step in this project was to have the Sash Covers installed which would cover the holes made during the installation. When the installers came our to put them in they noticed there were two types of windows install. 6 with string lift and 7 without. When I asked how this could be they said The Mfg. was phasing out the string lift sash and must have mixed the order because the widow size and specs where correct just on was the old version and the other the newer style. They said they needed to order the proper covers. I have made repeated request to get this done and they have sent out installers on 5 separate occasions each time assuring me they had the correct parts To date still no fix. I reached out twice to ********************* ************************************************** with no reply. Finally reached out the president of the Co. Could not talk with him directly of course but I did get a call on 3/8/23 apologizing and said They order what was needed and should be in shortly. That was 3 months ago. This is now going on 2 yrs. I've been patient but my patients has come to an end. I'm ready to take smalls claims action but wanted to try the BBB first to get some resolution.

  

  Business response

  06/14/2024

  Sunbelt Home Solutions has already contacted the homeowner. As recently as yesterday, 6/14/2024, our service technician was out performing an assessment on the window. Our quality assessment confirmed that the manufacturer did indeed build the windows with two variations of balance systems. We have already ordered the new balancers and expect to have them in within 2 weeks and installed for ****************. After reading the complaint, I did a personal audit on my LinkedIn to see if there were any missed messages from ****************.I have no messages from either a **************** or any other customer contacting me about their project. I also was not part of the company until October of 2023 and did not change my profile to show Sunbelt as my employer until November or December of 2023. 

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Killed grass all along house did not correct the ceiling on lanai . Edging around ceiling incomplete paint on driveway called spoke w/COO *********************** never called me back and paid job in full Want refund for removal of died grass along home reembursement to fix ceiling 2 different colors ceiling sloppy not painted

  

  Business response

  11/16/2023

  *********************,

  We sincerely apologize for the inconvenience you've suffered during and after the project. Like we discussed on the phone, we are prepared to repair the ceiling, touch up paint in all areas needed, and make sure you are reimbursed accordingly. Sunbelt's lead installer was on the job to address the issues and is going to be covering all of these issues as soon as possible. We will be patching the ceiling that is cracked, fill in gaps, and patch whatever necessary. Also, we will be touching up all areas necessary.

  Again, we apologize for the inconvenience and appreciate your patience with us while we sort out the miscellaneous issues. We will be in contact when our crews are finishing up the work and we will come to a resolution for compensation.

  Thank you in advance.

  Customer response

  01/23/2024

   
  Complaint: 20800847
  
  I am rejecting this response because: I have had no solution with sunbelt they came 3-4 times to fix ceiling and it looks worse then ever . NOBODY   HAS CONTACTED EVER SINCE THEN JUST BEFORE THANKSGIVING THEY DID NOT FIX THE PAINT THATS ON MY DRIVEWAY NOR  THE DIED GRASS THEY CAUSED SROUND THE PERIMETER OF ENTER HOUSE THAT NOW WEEDS ARE GROWN.
  Im more then disappointed with this company and the no care attitude and now Im requesting a reimbursment of ***** so I can resurface my driveway  fix the surrounding grass work and I dont want any calls now. Its beyond working with this horrible  company that sub contract people that dont understand English .
  

  
  

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

  

  Business response

  01/31/2024

  To whom this may concern,
  
  I personally met with ***** at her property to discuss the issues on 1/26/24. At that time she signed a final punch list of items she would like fixed. We have sent her a document to sign explaining what we are able to do to fix all of her items on the punch list. We will not be reimbursing her any monies but agree to fix all her concerns and are waiting her signature to proceed.
  We look forward to being able to fix her concerns and once her paperwork is signed we will order the product needed for the repairs.
  
  Thank you
  *****************************
  Sunbelt Home Solutions
                                                                                                                       
  

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted with this company on 6/16/22. Per the contract, the door would be installed within 150 days of the **** which is not recorded on the permit or paperwork from the city of **********, and complete all work within 30 days. The salesman assured us that the door would be installed by Thanksgiving 2022. The door was installed on January 30, 2023. The salesman retired and is no longer with the company. The door wasn't installed until after the time frame, and it was broken when they installed it. I was told they would return after the parts came in, so we waited. After I called and inquired about the parts, other issues with the door happened. Each time a worker would come, there would be an issue with not having the correct parts, and they would be back. Each time I called, I was told that the previous workers were no longer with the company. Each time someone came out, it would be different, and they needed to figure out what to do. I had to tell them what needed to be done. The last crew that came out tightened a s**** too tight and broke the glass. I was told that the glass would be here on Sept 30, 2023, and it wasn't. We have been very patient with this company, but now we are done. We no longer want the door. It is unreliable if we get another hurricane because we don't know what else could go wrong with it. I have requested to speak with the owner, but he has not reached out. On October 20, 2023, I received a phone call from yet another new person and told him what we wanted, and he has yet to respond. This is typical of the company. At this point we want the door gone.

  

  Business response

  10/27/2023

  ****** and ******, 

  First off, our sincerest apologies for the length it's taken to get your project installed, and I know there were many miscellaneous issues regarding your new Provia doors. We understand there were some delays receiving the product initially, which really got us on the wrong foot. We've moved on from that, and installed your new provia doors, and obviously there were installation issues throughout the process. No excuse for the mistakes made on the project, which is why we ordered brand new doors from the manufacturer. Any mistakes made, we take full responsibility for and want to make sure your door is as secure as possible. The new entry doors are in our warehouse and just need to iron out a date for the re-installation. Thanks so much for your patience and understanding.

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Windows are not sealed correctly per the manufacturer specifications. Windows are around size for **** cut. Paint text coat not applied correctly. Paint of house very bad, over spray and running paint drip all over house. Requested replacement of paint and text coat. Sunbelt has not repaired or resolved responded to any of my concerns. Energy bill has increased significantly from when they started job may of 2022.

  

  Business response

  11/16/2023

  *****,

  Sunbelt apologizes sincerely for the installation issues you are experiencing. Like we discussed, because of the entry door issues and manufacturer issues, we will be ordering you a completely new door system from Provia, which of course is superior quality to the existing door we installed. Just yesterday I had sent an email regarding the door style to make sure ****** and yourself agree that is okay to order. We've also had our lead installer for ******** out to the house on the 14th of this month. Unfortunately no one was home during this time, but he had started repair and touch *** on the project. There is still more to be done so we are prepared to do whatever we need to do to remedy the situation. We really appreciate your patience with us throughout this process and we will do everything in our power to turn this around and make sure you are satisfied. 

  Regarding the energy bill. Unfortunately we cannot guarantee full energy bill reduction, but for ******** according to the ********** of ******* we can most certainly guarantee ****% reduction on the cooling costs.  As you are aware, it was one of the hottest ******* on record for ******* this year, so that could have a hand in the increased costs, as well as increases in ************* & Light costs. Regardless, we are prepared to order a new door for your home and finalize the punch items that is left to address. Again, thank you for your patience with us and we will personally make sure we finish strong on your project.

  Thank you in advance.

  Customer response

  11/28/2023

   
  Complaint: 20785192
  
  I am rejecting this response because:
  I have been extremely patient with this business. Multiple time workers have come out to look the house windows and paint issues. There has not been a significant improvement for the past year in my issue. It has resulted in a failed inspection that just happened over a year after the initial install September 25 22. I when to the office to speak and show photos of the issue to upper management and was able to order the front door to resolve that issue. 
  i asked for a re measure of the windows so the bucking and ****** would meet per the code.  Im hopeful that the windows can be replaced with right size windows and the paint issue can be resolved quickly. 
  Sincerely,
  
  *******************

  

  Business response

  12/29/2023

  *****,
  
  Sunbelt understands the severity of the issue at your residence and would like to meet at your home to inspect the ********* and window projects.
  
  The inspector ************ arrived on 12/6 to inspect the window job and the notes from the inspector are as follows: No one answered the door to inspect the windows and the permit was not on site.
  Sunbelt also went out on 12/12 to address the window issue while the repainting of the home was in progress. At that time ************ text our Manager **** that he needed to reschedule the appointment and would not allow entrance to the home as he was sick. ************* did meet with the painter during the process of repainting the home and expressed at that time satisfaction with the re-painting  process but still has concerns about the window project.
  
  Sunbelt has made attempts to schedule an appointment with the Nino family to address the situation without a call back.
  
  Sunbelt has made good faith attempts to re-paint as needed and are asking for the Nino family  to allow entrance into the home to address the window issues. We are also asking for the inspector to be allowed to inspect the windows that have been installed and offer recommendations on the best way to proceed.
  We will need to have the windows inspected and re-measured as needed to proceed. As of today we believe the repaint of the home has met their expectations and are asking the Nino family to work with us to find a solution on any remaining concerns and address the window project and possible solutions as approved by the inspector.
  
  We look forward to finding a solution to their concerns and wish to work with the Nino family and the BBB to find a resolution.

  Thank you
  *****************************
  Sunbelt Home Solutions
                                                                                                                       
  O: *********************
  F: ************
  *******************************
  ********, ******* 34240
  ***************************************
  *********************************

  
  

• Initial Complaint

  08/23/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  4/13/2023 SunBelt installed 3 windows and storm shutters on windows and one door. They did not know how to do one door. Paid them $11,550.00. So far SunBelt has not finished The back door storm shutter. Quality of windows is not acceptable and work on shutters is sloppy and not possible to re-due shutters they offer no solution to make windows presentable. Called many times they never return call. If they do respond nothing is resolved. Installers removed material for back door shutter They owe me for the cost. No contract number only number I have is Invoice#**** and #****.

  

  Business response

  10/19/2023

  *****************,

  We are very sorry to hear your experience thus far. We always strive to keep clear communication and customer satisfaction at the highest level for each and every one of our customers. As we have been talking throughout the process, our understanding is the back entry door storm shutter is the real problem. You have acknowledged that the windows are in great condition and of course with the storm shutters you will be protected from any storms moving forward. As discussed, we have acknowledged your request and will be providing some options for you. Again, we apologize the entry door/hurricane shutter combination became a problem for you, and as a company, we are all on board making this right for you. We will always be here for any questions, comments, and/or concerns in the future, and to remind you that you are under our lifetime warranty policy for all of the products installed. Thanks so much.

  Customer response

  10/24/2023

   
  Complaint: 20507640
  
  I am rejecting this response because: In response to Sunbelt Home Solutions,   The windows are not in great condition. I have asked for a solution for removing ng the sticky material remaining on the window frame during construction. No comment was offered for problem. Dirt has already sticking to the material. The hap-hazard way the bolts were attached to the house is unsightly and in my opinion cannot be re-positioned, some bolts are stripped and others do not accept wing nuts. Also suggestion for rear entry shutter are not acceptable, it would require many more bolts drilled into the cinder block with possible unsightly additions to doorway. When I first spoke to your salesperson I asked that the shutters be placed vertical as horizontal will be difficult for me to handle myself. After work started there was no choice for me. I am very disappointed in the results. It has been over a year. Please refund my costs for the rear shutter. and compensation for damage and my inconvenience.    Thank you 
  
  Sincerely,
  
  ***********************

  

  Business response

  11/06/2023

  To whom it may concern,

  As of Friday, November 3, 2023, we have serviced the windows, back door, and hurricane shutter issues on the property. There were stripped screws that needed to be assessed, and the company offered a customer reimbursement check for the longevity of the project and inconvenience to the customer. All problems/issues have been addressed and the customer has agreed that the project is complete and finalized.

  Thank you.

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We contracted with Sunbelt on 11/29/2021 for 13 new hurricane impact windows and 3 sliding doors. The cost was$38,238 which was paid in full on 11/23/2022. Today, 02/17/2023, this job has still not been completed. Trim work around windows, broken spring mechanisms on a front window, wood filler in s**** holes, and 4 locks which were supposed to be keyed the same have not been completed. We were told by an employee over a month ago that everything was in and they would send someone out to complete the job. I called them a week later and they told me everything wasnt in. We have been trying to work with this company for 15 months and they dont return calls, are not honest, and consistently blame the window manufacturer, ***************************. We have been patient due to supply chain issues. They offered to send someone out to finish part of the job but they still cannot complete the job. We would like our windows completed in a professional manner as promised 15 months ago.

  

  Business response

  02/27/2023

  ***** ***** *********************,

  First off, on behalf of Sunbelt we want to apologize for the delays in this matter. Like you've mentioned, the supply chain issues were out of our control, but to the point of the service work, we want to assure you that we are doing everything in our power to finish your project as smoothly as possible. We take this matter very seriously and unfortunately it seems to be more of a manufacturing issue that is holding us up here. We do not want to make any excuses and can assure you that your project will be completed in full as soon as possible.

  Thank you so much for your business Mr. ***** ***************, we will take complete responsibility for these issues and will make sure we finish and detail everything out perfectly for you. Again, I appreciate your patience with us, and will be in close contact until completion.

  Customer response

  03/07/2023

   
  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

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Gross negligence during entire project and what was promised incongruency from what was said verbally to what was written in the contract. Job still not finished on time as promised by the company but payment requested and accepted by Sunbelt. Still trying to push out completion date. Damage done to moulding on outside of windows and seeking compensation for damages. Name calling done by the manager **** and threats made about placing mechanical lien on property if I did not find another source of financing to pay for windows. I feel manipulated and threatened into contract to complete window installation with Sunbelt. Poor worksmanship and newly installed window leaking once it rained. Torn screen installed. Timely delay in installing child safety locks with small children occupying residence. Leaking problem was fixed. Promised that I would have windows that open as previous windows did due to not having ventilation system in the bathroom and sold windows under false pretenses. Told that the windows that open are no longer carried and that I would be upgraded and still have proper ventilation. Sold picture windows that do not open which now poses risk of mold and mildew in the bathrooms.

  

  Business response

  12/28/2022

  ***************,

  We regret to hear your negative reaction regarding the installation and service. This is definitely not what we believe in and strive for here at Sunbelt. As I have taken the lead on your project, we have tried to go above and beyond to rectify all of these issues. This started with the delays/financing issues, in which Sunbelt discounted your project by $4,000. We never want our customers to feel like they are not appreciated or taken care of. Deepest apologies for the inconvenience of the installation, but our service team has made it an absolute priority to make sure everything is fixed and completed for you. 

  Unfortunately, regarding the bathroom window, this is what was ordered per your contract that you and your husband signed off on.  Without structural engineering and increasing the size of your bathroom window, this was not possible by any window manufacturers. Sunbelt had made you aware of this dilemma, and you signed off on a contract addendum before the order was placed. We are a little confused regarding the threats made. That is definitely not who we are as a company, and if anything was mentioned about a mechanical lien, we do apologize. Hopefully with the discounts we passed on to you, we can finalize the project and put this behind us. Of course, we do offer a lifetime warranty on our windows and doors, so anything you would need in the future, please don't hesitate to ask!  Thanks so much for your business and we are here if you need anything else.

  Customer response

  12/28/2022

   
  Complaint: 18628884
  
  I am rejecting this response because:
  The information provided in response in not truthful to the compensation or timelines the company promised to deliver. 
  

  They agreed to a free window and finalizing the project about a week ago. When they didnt meet the timeline for finalizing project and I filed a complaint they retaliated by taking away free window offer. 

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

• Initial Complaint

  11/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this company to install windows throughout the entire house. After 1 year it has been determined that the windows were installed incorrectly and caused severe damage to my home. This company is refusing to file a claim with their insurance to pay for the damages and they are refusing to fix the problem correctly. We have had multiple licensed contractors out to our house who continue to state that these windows are installed incorrectly even after they remediated the problem. The installation instructions provided by the manufacturer of the windows show exactly how they should be installed and that is not how they are done in my house. My family is unable to live in my house because of the damage that it has caused.

  

  Business response

  11/14/2022

  *************,

  We apologize for the unforeseen events from Hurricane Ian.  We have been working to finish the project for you on a consistent basis. Our Production Manager has been out there four different times to assess the situation and be present during your leak tests.  To my understanding, there were 3 windows that were leaking through the storm, but there was also roof damage that caused leaking as well.  

  We have filed a claim with our installers insurance, which we are additional insured with.  I'm a little confused because the claim is, in fact, filed for your hardship at this time.  We are still willing to help in anyway we need to.  Our installers are actually scheduled to come fix these issues this Saturday, 11/19/22.

  Again, I apologize for the recent events that has affected yourself and your family. We are here and will remain assisting in any possible way to get all of your issues fixed and resolved.

  Thanks

  Customer response

  11/20/2022

   
  Complaint: 18346612
  
  I am rejecting this response because:
  1.  WE had to prove to you that they were installed incorrectly not once but twice.  We had to pay for a leak test out of our own pocket after ***** claimed the windows were fine and then claimed they are fixed.  And continued to not be fixed. 
  2.  They have yet to be fixed and this is the 4th time ****** has not shown when promised. He did not show 11/19 or 11/20. 
  3.  ***** has only been to our house 3 times not 4. 
  4.  Yes there is a small roof leak. This only caused damage to the closet not 6 rooms in my house. And this company has already been out and fixed the problem and taking care of their part. 
  5.  How about you address the fact that the windows are not even up to code and YOU made a HUGE mistake. Own up to your mistake! 
  
  Sincerely,
  
  ***********************

  

  Business response

  01/11/2023

  This response was taken verbally by BBB:

  The customer sent ** pictures sent October 4th. They had a leak test on October 14th. We went out and verified the leak test and went out on November 11th for a second leak test. After this, we discussed the results with owners and their father who is a civil engineer and came up with plan. We were back out to the customer's house on November 25th to complete repairs. The customer sent a text on December 15th that back window still had an issue. ***** went back out personally on December 17th to address and we have not heard of any further issues. The insurance claim for the interior damage is currently in process. This is being processed through the subcontractor's insurance. The windows were installed to code, and passed inspection. When the restoration company removed the drywall, that removed all of the protection that replaced with the repairs.
  

• Initial Complaint

  10/13/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 10/12/22, I ran into 2 employees of SunBelt Home Solutions in my neighborhood, Shadow Run in *********, **. I stopped and asked if they were soliciting. They said yes. I let them know we are a no soliciting neighborhood and it'd be best if they didn't. They said they were unaware and were happy to leave after calling their boss. They thanked me for being so nice to them. I said, of course and thank you for respecting our community. I offered to advertise for them on our neighborhood page since they were so kind and not pushy with me asking them to leave, so they gave me their flyers for their company. ******** is the name of the lady and the man had on a ************* ball cap. I was contacted within the hour by other neighbors that they were STILL in the neighborhood, (and continued to for a few more hours) harassing more homeowners despite telling me and other residents who had asked them to leave that they would. I want SUNBELT to apologize and NEVER return to our neighborhood since they lied to my face and don't respect our community. Trying to monopolize on hurricane damage is despicable.

  

  Business response

  11/14/2022

  **************,

  Here at Sunbelt, we discourage any non-soliciting neighborhoods for any type of marketing for the company.  We apologize for your inconvenience this has been on yourself and your neighbors.  I have addressed this issue in our marketing department and will certainly not happen again. 

  I appreciate your understanding in this matter.

  Customer response

  11/14/2022

   
  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 me.
  
  Sincerely,
  
  *********************

*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. ↩