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Business Profile

Window and Door Installation

Direct Home Outlet LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Window and Door Installation.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/07/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Please see detailed description below.

  • Initial Complaint

    Date:06/18/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Using the "build your own mini-split" tool on Home Outlet Direct's website I ordered a mini Split system. The tool auto generates which 'condenser' and 'air handlers' to purchases based on questions you enter in the tool. I was sold an uncompilable kit. My kit came via shipping and cost ~$6,000. My kit was missing a "Line Set Adapter Kit", but mistakenly packaged with two "Coupler Kits" although my kit only required one Coupler Kit. I reached out to Home Outlet Direct, and they told me this was a shipping error they would correct, but became unresponsive. Due to their unresponsive nature, I reached out the the manufacture of the system, Mr. ***** and was eventually contacted by their National Sales Manager, *****, who informed me the condenser and air handler where not compatible, and that a Line Set Adapter kit was not appropriate. I immediately called Home Outlet Direct, and spoke to a manager *****, who assured me their Custom Mini-split tool, would not generate anything incompatible, but she would look into it. I did not hear back from Home Outlet Direct, and called again to speak to *****, who informed me this was a system error, and indeed is not compatible. Home Outlet Direct did offer to upgrade my condenser to a larger size, however, I cannot accommodate this based on size, weight, electrical capacity, and this exchange would also require the reimbursement of the second air handler and its pre-charged line. I made an alternative suggestion to Home Outlet Direct, where I am considering downgrading the air handler to a smaller model, but would require the air handler for free (~$800), but I did not hear back from Home Outlet Direct. In waiting a week for a response, my "case" has now been transferred to three different managers, who do not seem to understand the severity of the issue and are offering an inadequate resolution.

  • Initial Complaint

    Date:02/12/2024

    Type:Product Issues
    Status:
    Unanswered
    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 ordered a coffee maker listed as "in stock" on December 25th 2023. The coffee maker was not in fact in stock. After multiple attempts to contact the company I was finally told the coffee maker would ship in January. Once the coffee maker shipped it arrived damaged. I contacted both *** as well as Home Outlet Direct to inform them the item was damaged in shipping. I provided *** multiple photos of the Damage, filled out their online form, then *** directed me to place the item outside for pick up the next day, which I did. I spoke with the pick up driver when he picked up the item (ALL ON VIDEO) and he provided me tracking number 1Z R23 6R5 03 1961 4506 on my Customer Damage Call Tag Receipt, which is still in my possession. It has been weeks of arguing with Home Outlet Direct about getting my refund or replacement. I was just emailed today and told that I "REFUSED TO RETURN THE PRODUCT" which is a LIE and another excuse and delay tactic by a company that has lied from the start and misrepresented themselves as a business that has inventory in stock when in reality they hold ZERO inventory at all. I now want $899.95 which is the amount it will take to purchase one from a reputable retailer who actually has the product in stock and isn't attempting to defraud the consumer.

  • Initial Complaint

    Date:02/13/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    We hired Direct Home Outlet in May 2021 to replace out windows and siding. We signed a estimate and paid half of the cost upfront. We were told our windows should be installed mid-summer, and siding shortly after that. The windows were installed In September of 2021, and done quickly and efficiently. The months between May and September there was no communication or updates on when installation would occur, but at least we finally got them in. We attempted to call and get an update on siding installation many time between September 2021 and October 2021, with no luck in getting a hold of any one. Finally in November of 2021, the installers called and said they would be starting the Monday of the next week! They showed up, got right to work, spent the week before Thanksgiving working and making great improvement. The installers informed us they would be back after Thanksgiving to finish up. They did show up after Thanksgiving to finish back up, and informed us they had run out of siding (they said their measurements were wrong), and needed to order more. We asked how long that would take, & they said it shouldn't take longer than a couple of week to get it in & that we would be contacted when it came in. The job was 85% done, but we were now left with a giant hole in attic (the new attic vent was much smaller than the original) and heading into winter quickly. Weeks, and then months go by and despite our best and consistent efforts to contact the company (including phone calls, texts, emails, and visiting their office) we could not get a hold of anyone. We were at a loss of what to do, so starting in March of 2022 we started to do our own research in finding siding (which was in stock in *********, and we were in Blackfoot) and hiring someone else to complete the job. We consulted a lawyer who recommended that we call/text/email them stating that if the job is not completed by "x" day then we will pay the remaining balance on our invoice, Continued in word doc below

  • Initial Complaint

    Date:10/17/2022

    Type:Product Issues
    Status:
    Unanswered
    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 business required a deposit of over $6000 and never performed the siding wor4k, nor was the product ever delivered. Tried significant time contacting the business and owner (***********************) for reconciliation with absolutely no results. Took the money and ran

  • Initial Complaint

    Date:07/07/2022

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 them install $12000 of windows 2 of them are failing already, I paid extra for a 25 year warranty for any issues and i cant get anyone to help now they down even show any contact info. i need help.

Direct Home Outlet LLC is NOT a BBB Accredited Business.

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