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:09/06/2022

  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 contracted with Cramer for a sunroom to be built for my existing patio and a deck to replace the converted patio. I was told the best-case scenario was that my project would be complete by Halloween, 2021 or the first week of November, 2021. I was told the worst-case scenario would be that my project would be complete by Thanksgiving, 2021. I wrote check for $37, 500 for slightly more than 50% of total for the contract dated 07/22/2021. As of today, 09/06/2022, going on 14 months later, my project is not completed. In fact, it is only partly started. There have been many false starts, and even sub-standard performance on preparatory concrete work. The constant delays and inaccurate communication have exacerbated the unpleasant experience. At this point, I have no reason to believe that my project will be completed by Thanksgiving, 2022. I tried to be patient, but finally complained to manager **** ******* on 03/04/2022. Clearly the powers that be do not keep close contact with their project managers, or my project would not still be incomplete six months after my complaint to **** ******* on 03/04/2022. I am beyond upset with this organization and the poor performance of some of the staff.

  Customer Answer

  Date: 09/07/2022

  I have been waiting for nearly 14 months for the work to be completed.  That is what I ordered, signed contract, and paid deposit.  If Cramer is unable to complete my project in a timely manner -- not more weeks or months; they should refund my money and stop advertising their great service and great BBB rating.   The former is a lie.

  

  Business Response

  Date: 09/29/2022

  
  September 15, 2022
  ***** *******
  Cramer Siding & Window
  *** ** ******* **** ***
  To Whom it may concern,
  My production manager and I spoke to the homeowner this morning to inform him that the
  crew is delivering his materials to his home today and that we will be there to start the
  project on Tuesday Morning (9/20/22). I, myself, will be there on Monday to see the project
  start and will make sure they are kept in the loop with all that takes place to make sure we
  see this project through. I have no excuse for the delays or lack of communication on our
  end, but will do what I need to to make sure we make this right for the customer.
  If you have any questions please don’t hesitate to contact me further.
  ***** *******
  General Manager

  Customer Answer

  Date: 10/01/2022

   I am rejecting this response because:

  
  

  On 09/19/2022, I learned that the crew I expected to install my sunroom materials had not been scheduled.  My expectation was based on what I had been told when the incorrect materials/supplies had been delivered for installation during the prior month of May.  Instead, a substitute, and much-less experienced, crew had been scheduled.  To alleviate the experience deficit, the foreman of the expected crew is scheduled to lead the installation beginning 10/05/2022.  As a result, the completion of my sunroom and/or deck has not progressed since I filed my complaint.  There has been communication, but it is premature to evaluate the resolution, which is still "in progress."
  

  

  Business Response

  Date: 01/12/2023

  The company has completed all of the work contracted for, however is planning to meet with the customer this afternoon to discuss good faith customer relations efforts. 

  Customer Answer

  Date: 01/12/2023

   I am rejecting this response because:  All of the product has not been delivered yet.  I learned at meeting today that delivery of remaining product is not expected until mid March, 2023.  However, we agreed on withholding a portion of the final payment until after product is received and installed.