ComplaintsforRoyal Exteriors, LLC

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In mid November, we signed a contract to install a patio door. We were told it would be done by the holidays. I I tried reaching out to *** just before the holidays because I hear nothing, and I get no answer but I get a call from the contractor right after he assures me that in January they would start but I hear nothing. I called in early February to *** again he does not answer, but he called me back. He says hes trying to get a hold of his contractor. He said he would give me an update. By March I cancel the job and said I wanted my 5K deposit back and he said we would get it back a month goes by and nothing. Sometime in April I get a call from his office manager and we actually come to a mutual agreement. We would receive a concession of $3500 and they would not lose out on a non-returnable door. At installation **************** his contractor was belittling my wife and being disrespectful so I call him pretty upset. He apologized and we continued ********** would say that I was being disrespectful to his crew, but this is the only reason why. During install the crew installed the screen door upside down while collecting the issue, they broke it. They have yet to replace it or fix it. After the door was installed, I was supposed to receive a check from his office manager, but because I hadnt excepted the loan they could not give it to me. I was holding out because of the lanai door that was broken. I finally approved it two months ago, medallion the finance company was gracious enough to allow this. I spoke to *** just over a month ago and he denied anything about the confession, but said that he would look into it. *** is currently not answering my calls. ********** is a dishonest man with no integrity. Unfortunately for me it was only a verbal agreement and I did not get it in writing and his office manager is no longer with the company. All I want was the concession that was agreed-upon of $3,500

  Business response

  12/04/2023

  ****************, 

  We at Royal Exteriors apologize, once more, for the inconvenience in delay and overall experience you had with us. It is always in our best interest to provide our customers with the most exceptional customer service as we feel this is what sets us apart and makes us different from any other contractor. It's apparent that in this case your project did not get started or completed as soon as expected, as we initially were waiting on your door to arrive, and then get everything scheduled with our production team. We will keep our stance and remain very firm in saying that at no point was anyone from our team ever disrespectful to you or anyone at your residence or over the phone at any point. Our team was very responsive to your needs once we began the project and remained professional and respectful throughout the entire duration of the project from start to finish. We completed our final walk thru with you at completion of the project and satisfied our contractual obligation and then ensured you were satisfied with everything and even made recommendations and suggestions on other areas of your home where you are experiencing issues. While in this case, yes, we do acknowledge that your project took longer than expected to complete; I think we can both agree it was completed as promised with the quality and craftsmanship that you were expecting and wanted. Again, we apologize for any inconvenience the delay of the start may have caused you and your family, but we do wish and hope you enjoy your new space for many years to come!  

  Kind regards,

  Royal Exteriors

  Customer response

  12/04/2023

   
  Complaint: 20954872
  
  I am rejecting this response because:
  As stated before ********** is a a dishonest man and my fault was accepting the job after I had said no, clearly that was my mistake and now Im paying for my mistake because his crew broke the door and now does not care for fixing it. ********* has no intention of satisfying this issue so all I can do is leave my honest opinion. 
  Sincerely,
  
  *********************

  Business response

  12/04/2023

  Mr. ******,

  We are sincerely sorry for how you feel about your experience. We will do whats necessary to help with any issues you are experiencing. We are not dishonest or corrupt at Royal Exteriors. Our Production team completed a final walkthrough with you and left your home with you satisfied. These statements you are claiming are erroneous and inaccurate regarding our team damaging any products or property. 
  We are more than willing to rectify any issues or problems you are having regarding any work we completed, but again were under the impression that everything was completed to your satisfaction several months ago. 
  We will have your assigned Production Manager reach back out during business hours and immediately schedule a follow up to make sure everything we worked on, is working as it should. 
  Thank you 

   

  Customer response

  12/10/2023

   
  Complaint: 20954872
  
  I am rejecting this response because:

  Of course we want the door fixed, but the main complaint is that the fact that we were not going to accept the Job from your company because you had no respect for our time. As shown in our communication back and forth with you we wanted the deposit back and were going with a different company. You even said that the deposit was going to be refunded!! That is all we were waiting for, then a few weeks later your office manager called me directly and after negotiations we came to an agreement of a concession back to us. Theres was no other way we wouldve continued with this project with royal without this agreement. We were extremely upset with your disrespect of our time, and now you were holding our deposit hostage. In speaking with your office manager we came to a mutual win win agreement that ultimately we would get our door even though it would be by your company and you would still get the job and not take a loss on a product that you could not return. That was the agreement, that was the only way we would allow you on our property. My last communication with you was stating that we would like the deposit returned and you said that would take of the return deposit, then out of the blue I get a call from a lady saying shes your office manager and would like to negotiate  the installation of the door and we come to the above stated agreement. Without having communicated with you at all, since saying we wanted the deposit returned, and All of a sudden theres a work crew on our private property working on the project. Can you please explain to me how this is possible, if our last communication was that, you would take of the deposit refund? How is it possible that your crew started working on the door installation when the last thing you stated to me was that you would take care of the refund?
  
  Sincerely,
  
  *********************

  Customer response

  12/11/2023

   
  Complaint: 20954872
  
  I am rejecting this response because:

  Of course we want the door fixed, but the main complaint is that the fact that we were not going to accept the Job from your company because you had no respect for our time. As shown in our communication back and forth with you we wanted the deposit back and were going with a different company. You even said that the deposit was going to be refunded!! That is all we were waiting for, then a few weeks later your office manager called me directly and after negotiations we came to an agreement of a concession back to us. Theres was no other way we wouldve continued with this project with royal without this agreement. We were extremely upset with your disrespect of our time, and now you were holding our deposit hostage. In speaking with your office manager we came to a mutual win win agreement that ultimately we would get our door even though it would be by your company and you would still get the job and not take a loss on a product that you could not return. That was the agreement, that was the only way we would allow you on our property. My last communication with you was stating that we would like the deposit returned and you said that would take of the return deposit, then out of the blue I get a call from a lady saying shes your office manager and would like to negotiate  the installation of the door and we come to the above stated agreement. Without having communicated with you at all, since saying we wanted the deposit returned, and All of a sudden theres a work crew on our private property working on the project. Can you please explain to me how this is possible, if our last communication was that, you would take care of the deposit refund? How is it possible that your crew started working on the door installation when the last thing you stated to me was that you would take care of the refund?
  
  Sincerely,
  
  *********************

  Customer response

  12/12/2023

  Hello, no it was not, amongst other issues the Lanai screen was installed upside down and when they went to properly install it, they broke the door and now it is not working properly. The project manager had the manufacture come out to inspect it and he verified this. Afterwards the project manager stated that *** would come out to look and give us options but he never came out. When I called him to ask for our concession that was agreed upon along with the fixing/replacing of the **********, he apparently forgot about me as a customer and had no idea about my negotiation with his office manager. I had to really calm down and basically re introduced my myself because apparently had no idea who was, and i finally had given him enough details to jog his memory and remember who I was, but supposedly had no idea about our negotiations with his manager, which I still stand by because I would not let him on my property without that concession now hes denying it. 

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