Complaints

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:10/10/2024

  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.

  This company came out and installed replacement windows in the beginning of May2024. A couple weeks after the install I notified them about a defect in the glass of one of the windows. They agreed there was a defect, they would file a warranty claim with the manufacturer, and that they would replace the sash. They told me it would be two or three weeks to get the replacement sash and then they'd come out and replace it. Several weeks went by and I heard nothing from them, so I then started reaching out to the **** manager. After about five weeks the window sash was in and we started the saga of trying to get it installed. It took about eight appointments, they kept canceling or no showing on me, to finally get them to come out and try to replace the sash. This was July 3rd, I say try because after removing the current sash, the replacement sash was the wrong size. I understand mistakes happen so I took it in stride. The **** manager apologized and said he'd call the manufacturer and have them put a rush on a new sash, it should be here in two weeks. Three weeks came and went, nothing heard. So I started reaching out and he just keeps saying the sash isn't in, he'll let me know once it is. I kept checking in with him and after seven weeks the sash is finally in, Aug 21st. Now we start the next saga of trying to get them out to my house to install it. After several appointments that are canceled last minute or no shows they finally come out, Aug 30th. Once again, the sash was the wrong size. The **** manager apologized profusely, told me they'll get a replacement ordered that day and have a rush put on it. That he's never seen anything like this where the window is wrong twice and he's super embarrassed. I told him again I understand mistakes happen but this is very, very frustrating.I have been emailing both the **** manager and the General manager asking to get this resolved. They have now stop responding to me.

  Business Response

  Date: 10/16/2024

  Attached is the correspondence we last had with the customer and also the shipping log showing its departure. We obviously are not the factory and can only control the install side. Upon hearing the warranty claim we filed with the manufacturer and received some push back from the factory that the blemish did not exceed the normal pretense to be considered a warranty item. The photo attached shows the imperfection in the glass. After pushing back, we got the window manufacturer (******) to accept the claim, and they sent the claim to the glass manufacturer (Cardnal Glass) ****** builds the frame and Cardnal builds the glass. Unfortunately, they botched the remake on two occasions, and we were unable to complete the warranty as we had hoped. As you can see in ***** September email that is attached we have the unit ordered again. That was the communication we sent as we have not yet received the unit. This complaint was filed after ***** email to the customer and before we received the unit. Obviously as soon as we receive it we will quickly schedule and resolve the matter. 

• Initial Complaint

  Date:05/08/2024

  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.

  On 05/06/24 ********************* of Amazing Exteriors came to my home the give me a quote on replacement Windows for my home. After a lengthy presentation of the windows we moved on to discuss pricing and financing options. He kept pushing me to sign a project agreement to move forward. I let him know I was only looking for a quote, but he persisted, saying I could cancel if I wasn't happy with the terms. Then he said he needed to run a "quick credit check" to see if I qualified for No interest Equal payment option discussed. "Should only take 5 minutes" He proceeded to use my information to run my credit, submit a loan application and the fraudulently e-sign loan documents for the project. He was sitting in his vehicle outside my home AFTER the meeting was over. I was not in his presence at the time of e-signing, I was never shown any documents prior to signing. I only authorized a credit check... I was unaware of the loan until I got emailed the signed documents after he left. Also got a email alerting me of Hard inquiry on ************ I would like the unauthorized hard inquiry removed from my credit report.BUYER BEWARE! This company and supposed "Vice President of ******************* ********************* use shady, unethical, underhanded practices to try and pressure and force you into signing project agreements, when all you are asking for is a simple Quote.

  Business Response

  Date: 05/08/2024

  We have been apologizing for the miscommunication between the sales rep and homeowner. Attached is the agreement. For payment for the contract amount to sales rep used out online banking app to set up funding. The homeowner was under impression he was signing a quote over a contract. ****** did not effectively communicate what the homeowner intentions were in giving their signature on the contract and the banking app. As such we have completely canceled all phases of this project and there is no penalty or funds exchanged in the process. We apologize for the confusion and ****** unintentional gaffe. Nothing like this has happened in the years he has been here and he feels really upset and wants to make right. He wont make same mistake twice. 

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21681002
  
  I am rejecting this response because:

  No resolution has been reached. I still have a hard inquiry on my credit that will stay with me for the next 2 years... when all I was looking for was a quote.  At the end of the day the main issue at hand is the fact that ********************* fraudulently submitted and e-signed loan documents using my information without my approval, knowledge or presence.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/15/2024

  Not sure what to do with the recordings we have. We record all presentations for this reason. It is long and I am not sure how best to upload the recordings. Bottom line is customer signed a contract. Willingly gave his social security and all personal information needed to run a credit application. He then contacted Transunion to unlock his credit to run his credit and again gave sales rep the last four of his social to complete transaction. I do not believe anyone would go through all that for a quote

  Business Response

  Date: 05/20/2024

  The previous 4 recordings along with this recording are the contract through funding phase. After signing the contract the sales rep and homeowner worked on setting up funding. After the homeowner got TransUnion to lift his credit lock he textied the sales rep his last four of social to complete the process. Sales rep believed homeowner wanted windows and we still had another visit with our engineer before anything would be ordered. We have canceled everything we can for this agreement. 

  Business Response

  Date: 05/29/2024

  The files sent were audio files of the actual presentation and finance application process. I tried calling twice to see how to get them to you all, but no one has gotten back with me. I have already sent in the signed contract and the audio has the funding conversation and there was also a text with the social security information for the funding. 

  Business Response

  Date: 06/11/2024

  We met ****************** at a home and garden show where he invited us out to discuss his window replacement project. At the end of the appointment, he agreed to move forward with his project, signed a contract and elected to use our financing to fund the project.He willingly entered all of his information and had a freeze on his *********** which he unlocked so we could push his loan application through as we always do this while in the home. Throughout the appointment, he mentioned he worked overnight and needed to go to sleep so to help him get some rest as the loan application was taking some time; I offered to wait outside in my truck and asked for the last 4 of his social to finalize his loan application before leaving the property. He sent the last 4 via text, and I responded that everything was approved and that he would receive the loan information via email.  The following day he enacted his three day right to cancel via email and requested to terminate his project which we of course obliged and cancelled his project entirely. Currently, his project is completely cancelled as well as his loan application. We record every consultation for training purposes and have offered to send ****************** the recording to verify everything that happened during the meeting was clearly stated and agreed upon as he signed an agreement and willingly entered his information to set up his loan application.

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21681002
  
  I am rejecting this response because: What a bunch of Lies! I never agreed to a Loan, only for you to check credit availablity. You've never offered the recordings... Send them over! Maybe listen to them yourself, you will NEVER hear me agree that it was for a loan. I didn't enter anything in, you scanned my license. At the end of the day this is still about me ending up with a Hard inquiry on my credit for a credit check, and the fact that YOU fraudualently esigned Loan documents on my behalf without my permission!
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/18/2024

  I mentioned in one of our emails on May 7th that I do record every meeting for training purposes. I stated in our last message that I'm happy to send them not in this email but we did want to make him aware that we did have a recording of the incident which our team of course reviewed. The files are too large so would need to be reduced individually to email. As far as the loan application. Yes, we do scan your driver's license which you handed me to run the credit check to set up the loan application which is to make sure we are in the home with the current address of the customers license as another form of verification to rule out fraud. This tracks us on GPS to show that we are in the home while setting it up as another security check. We merely facilitate setting up your loan and have no way of doing so without customer's direct input. I did hand ****************** my phone to enter his social security number as we were doing a credit check to set up his loan application with the understanding that he could cancel within the next 3 days if he chose to do so because I was headed to ****, Nv the following morning to run my next week of appointments. I also show every customer that it stars out that sensitive information as there is no need for me knowing it particularly for instances like this. ****************** also willingly unfroze his *********** credit to process the loan application that he mentioned having an email stating that. I would imagine that email also specifies that someone was attempting to run his credit which he knew I was on the phone with Service Finance to see what the delay was for and had begun unfreezing it prior to me finding out that was the reason for the delay. I've also included a Service Finance Completion Form that must be signed by the customer after the project is completed months after signing for us to collect funding for the project. There are so many safety measures in place to prevent fraud that it wouldn't benefit either party to set up financing without the intention of completing the installation. We also wouldn't consider ordering a project that didn't have a proper tech measure to confirm the order which would have been the next step had ****************** not cancelled the following morning. 

   

  Now that ****************** has requested the recordings, they have been emailed to him for his own review. The recordings have also been sent to the BBB rep *********************** to this response as they could not be uploaded on this database.

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21681002
  
  I am rejecting this response because: I gave the information for a Credit Check, I unfroze my credit for a Credit Check, which I was told it wouldn't be a Hard inquiry and it is. Not once did I authorize a loan application, and I DEFINITLY did not authorize You to e-sign Loan documents on my behalf. The text you sent me never said it was for a loan, that I never authorized. No where in the recordings do I ever acknowledge or authorize my information to be used to submit a loan application. You can try and spin it how ever you want, at the end of the day this is about you Fraudulently e-signing loan documents on my behalf WITHOUT my knowledge, approval, or presence.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/04/2022

  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 contacted Amazing Exteriors on April 24th, 2022 about installing new windows and residing my house. On April 29th, 22 I signed a home improvement contract for $31,784.00 ( Invoice #:3393091 01). I was promised by the company that the project would be done the third week of July. I bought the house in December of 2021 and apart of my loan agreement through the bank is that I would deal with the peeling paint that was on the house. My family and I decided it was best to reside the house instead of painting.My family and I took the old siding off the house the second weekend in July in anticipation of the project (I was told if I removed the siding it would save me money). From April to July I heard nothing from the company. When I reached out to see if the project was on pace, I was informed that everything had been delayed. I was then told that the project would be finished in the last week of August. Throughout the month of August, there was no communication to me about the project unless I initiated it. In the first week of September, Amazing Exteriors sent a contractor out to replace the windows. The contractor replaced the windows, but I have requested that they redo the drywall inside as there is no framing behind the drywall, only blocking in some places. When I inquired about the siding, I was told that it had to be ordered and that the contractor was sent to *****, ** to do a job there. Finally, on September 16th the contractor showed up with the siding but didn't start until September 19th. It is currently October 4th, and the siding is roughly 50% done. I was lied to several times about the completion date and have not been communicated well with. I paid a lot of money because I thought this project would be done in July and done well. I have detailed communications with the company that show their lack of communication and honesty. I have been lied to multiple times and I would like the job to be finished and some form of compensation figured out.

  Business Response

  Date: 10/17/2022

  Attached is our contract, completion certificate, and material shipping notice from the factory that are all signed by homeowner. Nothing in signed paperwork states a completion timeline, nor do we ever give completion timelines. Since the start of the pandemic due to our manufacturers having delays from their suppliers and thus having delays in deliveries causing us to run over 20 weeks from order to completion. We are currently at 24 weeks as of today. This particular job was given some attention to complete earlier than other project we sold that month. The messages between ***************** and the homeowner are nothing more than us trying to iron out an always moving schedule. We have been forced to adapt to a labor shortage and supply delays as best as possible. As you can see the project has been completed and the extra drywall work is NOT something we contracted to do (interior work is actually specifically excluded in the contract) and not something our guys frequently do. The first complaint was filed while we were actually on the jobsite and near completion. This second complaint is after all the work was performed. I am sorry that the homeowner received an erroneous email from a previous employer in *************************. ************************* was a subcontracted **** consultant and he replied erroneously to the homeowner through his personal email and we did not give him that information. As you can see in The ********************* correspondence sent to us from ****** on June 13th that the product would not arrive until end of the week of August 15th, 2022. We would never had told a homeowner a day later that we were ready. All future contact should have been and must in the future go directly to the local office number ************ or directly to production at either ********************************* or ********************************

• Initial Complaint

  Date:05/16/2022

  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.

  The color if the door is the wrong color. We ordered expresso ***** and the door is ****. We paid 50% upfront and now they want the remainign balance. Now they are calling it slight color variation.

  Business Response

  Date: 05/16/2022

  Regarding this complaint the complainant is not the customer who signed the contract or paid with it on her credit card. In fact, ********************** was not involved in the design or discussion of this front door as he was at home on a conference call for work. ********************* is the only person who signed the agreement. The signed portion of the contract is attached. *********************,*********************, and myself sat in the living room and used the manufacturers software to design and build the door that is reflected in the contract. The process is transparent the homeowner holds the ipad and clicks each desired aspect of the entire door build. The complainant is incorrect that the door was ordered espresso as that is a color we make but it is black. The contract clearly states the color is Natural Leather. The contract and the invoice from the Manufacturer are attached show that the colors are the same on both. I also highlighted the bold red font in the contract where it states that due to the fact that these are hand-stained units color variations can be different. The first time the color was brought to our attention was after the door was completely installed. At this point the contracted work is completely done to the letter of the contract and yet we are not paid. That being said we tried to work out an arrangement with the manufacturer, the homeowner, and ourselves. The manufacturer agreed that because their contact with the home owner has the warning about colors they would not replace the door under warranty. They would however sell us another one at a drastically reduced rate and we agreed we would split the price with the homeowner. That would be 85% off what they paid for the first door. We were willing to do this even though we feel we did nothing wrong and if the homeowner had any complaints it should be with the manufacturer instead of stiffing us. At this point we have no choice but to file a lien and hand this over to our legal department.

  Customer Answer

  Date: 05/17/2022

   
  Complaint: 17207460
  
  I am rejecting this response because: The door is grey and not a slight variation of Natural Leather (*****). I believe the door was painted the wrong color. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 05/27/2022

  The manufacture is adamant the color they picked in their contract that we previously attached is indeed the color they shipped, and we installed completely in the customer's house. If the Homeowner can convince ProVia to give them another door we would install in at no cost. As that does not seem likely our offer to get them another one at 85 cents on the dollar is our best offer. We have yet to be paid for our service and we will look to collect.