ComplaintsforPerfect Choice Exteriors, LLC

• Initial Complaint

  09/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  see Attached document

  I am filing a complaint with the Better Business Bureau of Peoria against Perfect Choice, Peoria.
  I ordered new windows for my entire house in 2021. They were installed and everything was great.
  In August of 2022, lightning struck a tree in my backyard, breaking two of the windows on the back of the house. One was a bathroom window and the other was part of a pair in my bedroom. I called Perfect Choice to request that they order new windows to replace those two. They said they'd have to send someone out to measure. So someone came and measured, they ordered with those measurements and when the windows came in, they installed them. I wandered into the backyard while they were finishing up and noticed that the windows were slightly different than the others, the ones that had been installed the previous year. The installer made a phone call to the company who apparently informed him that, due to Covid, the original company had gone belly-up and they'd had to order from a different company. (I later found out from Richards Building Supply that wasn't true.) When I went inside the house, I noticed that it was even more apparent that the windows weren't the same because one of the newly replaced windows was part of a pair in my bedroom. There is more glass and less frame in the new window. Being they are side by side, that difference is very apparent.
  I contacted Perfect Choice to request that they order another window to match the new one just installed. They agreed to charge half price ($600) and ordered that window. It eventually came in and then ******, the installer, arrived to install. He got to my house about 10:15 a.m. and worked on the window until 7 p.m. He came alone, where the other installers had each brought an assistant. I helped him from inside the house as he was putting the window into the frame. There was at least a good 2-3" at the top after the window was set in the frame. I observed that, but didn't know if that was usual or what so just made a comment about a lot of space at the top. He had to make some adjustment to get the window in place at the bottom. So ****** started stuffing insulation underneath it. He was going to need a whole lot of insulation to get it to the same level as the one immediately to the right, so I suggested he get a board. Off he went to one of the local hardware stores to get a board. He came back with said board and another long thin piece of light colored wood. He placed the board beneath the window and that made the window too high, as compared to the window to the right. I (and my son who had come to see if he could assist) suggested he shave some off to make it fit. ****** stated that he was not a carpenter, he was a window installer and couldn't do that. He also made a comment that he wasn't used to someone watching while he worked, so my son and I went to another part of the house. Things were rather heated with ******. He blamed me for him picking up the wrong size board for one thing. I hadn't said anything about the size of the board.
  When he was finished, I went to see how it looked. It was a mess. From the inside: He hadn't been able to get the window into the frame without gaps top and bottom, apparently, as he had taken the long thin board and cut pieces to place top and bottom on both the new window and the old (so they matched). Mind you, the old window immediately to the right didn't need anything to fill in any gap. The wood frame of the window is stained dark and the new wood he placed is light, almost oak colored. From the outside: All the other windows have the metal/aluminum around the windows as just flat going down below the window. ****** bent the metal/aluminum into a couple of steps. When I mentioned the difference, he said "This is how it is supposed to be done." Then he left. He was there almost 9 hours! !!!
  I requested that ****** leave the old window he'd replaced with me. Upon examination, it has the measurements right on the window, in a location where one can see it without having to uninstall it. All they had to do was look at that, not re-measure. Turns out, they'd mismeasured and the new windows were 1 " shorter than the old ones. That explains why ****** was having a hard time installing, although the installer who'd done the bathroom and first bedroom window managed to get the bedroom window done without gaps.
  I contacted Perfect Choice and they said it was fine, everything looks great. I disagreed, they said they'd send ****, the install supervisor out. After two missed appointments, **** showed up, looked at it, agreed that it was a mess and said he'd order two new windows with the correct measurements. I waited a while, called to see if they were in and was told they were not going to order any new windows, that **** had said the install looked great. No, he hadn't. I called, sent photos of the mess and was told they were done, not doing anything else. I called repeatedly, talking to supervisors, ****, the office manager, anyone I could think of to resolve this. All to no avail. They no longer take my calls.
  That's where I am now with Perfect Choice. At this point, I've ordered new windows from ******** ******** ******, I have them in my possession and have hired a contractor to install them.
  The two windows they replaced in 2022 were for a total of $2200, which I paid. So one window would be $1,100. In addition, I paid $300 of the $600 they wanted for the replacement window. I would like to be reimbursed for the $1,100 plus the $300 that I've paid for those two windows. Total would be $1,400.
  
  

  Business response

  10/17/2023

  After a careful review of all orders, services and appointments as wells as a lengthy conversation with the consumer PCE will be refunding the consumer in full as requested.  

  Customer response

  10/17/2023

  ***** ******* called BBB to inform us that Perfect Choice contacted her outside BBB and were very apologetic. Ms. ******* stated that the business had written a check for her requested amount, and she considers the matter resolved. 

  --10/17/23 ****

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They damaged our electrical outside outlets.  They pinched hose spikey closed.  They have been disrespectful and if we can't get them to do these small things.  What good would our warranty be.  

  Business response

  06/30/2023

  We have been in touch with the customer, an appointment was made to address all of the customer concerns.

  The customer will be required to sign off on his satisfaction and completion of any services agreed upon.

  Once this is resolved, I will upload the signed satisfaction of completion for viewing

• Initial Complaint

  04/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I had perfect choice exteriors LLC come to my house and give me an estimate for all new windows. I signed a contract for all new windows. The day that the subcontracted company came to put the windows in there was one window missing. I contacted perfect choice exteriors LLC with the complaint and they told me that I only signed a contract for 12 windows. The window that I was missing would be a 13th window. I shouldn’t have to double check their counts and measurements. They finally agreed to come install the window for me. They had me tell the financing company that the job is complete with promise that they would be out soon to do the other window. They have never shown up or contacted me since. I paid them $11,000 for an unfinished project.

  Business response

  04/28/2023

  Windows were ordered per contract and measure.  The contract clearly states 12 windows to be installed, not 13 which was signed and dated by **** *********  A copy is attached for review.  The finance company does not pay out on unfinished jobs which had to be verified by phone with **** ******** before funding was received.  The 13th window she wants can be ordered and installed for an extra cost as it is an extra cost to us but **** ******** does not want to pay, she wants this done for free.  At appointments the homeowner walks the sales member through the house and then goes over all paperwork including the contract and then signs off.  The word 12 is clearly written in multiple spots on the signed contract attached.

  Customer response

  04/28/2023

   I am rejecting this response because:
  I agree that I did sign a contract for 12 windows. However, I was under the impression that this would cover all the windows to be done in my house. The salesman that came to my house to count and measure understood that I needed all the windows in my house replaced.I trusted that this would be the case and did not double check his count. However,I did explain to him that I was unsure of how many windows would truly be installed due to the fact that they replaced all my double hung windows with just a singular window. I told him that I didn’t really know how it would look but trusted that he would get everything done for me correctly. Obviously, he missed one window in his count, which I understand happens, but that is not my fault. I feel that this company has taken huge advantage of me. I am a 21 year old first time homeowner and unfortunately I now realize that you truly cannot trust a company to be honest. When the company they subcontracted to install, the windows notified me that they were missing one window. I called perfect choice exterior and they explained that they only had 12 on order. I then told them that I was supposed to be getting all new windows, and that they must have missed one in their count. The person who I spoke with said that if I told the financing company that the job was finished that they can get the financing started and promised that they would come out and take measurements and install the new window for me free of charge. I thanked him greatly and explain to him that I am needing more projects done with my house, and was eager to use them in the future to assist in these. Weeks went by with no word from perfect choice exterior. I then called them again, and they agreed that they were going to come out and measure. Months went by after that and still no word from them. I just want them to be made to honor their word. 

  Business response

  05/01/2023

  I did look into this a little further here after the last complaint.  It looks like at some point we did speak to **** ******** about the possibility of that window being added on at no cost to her.  The gentleman that had that conversation is out on medical leave and did not have the proper paperwork completed in order for the measure and ordering process to take place.  We have contacted **** ******** this morning and we will be doing an addendum/change order to the original contract and we will be adding this window for her at no additional charge.  Perfect Choice does want all of our customers to be satisfied not with just the product but our service as well.  Unfortunately, the paperwork not being completed correctly interrupted the process for this to happen appropriately.   The measure appointment has been set and we will get that one window installed for her once that is ordered and received,

  Customer response

  05/01/2023

  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.

• Initial Complaint

  03/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  When I signed contract I told salesman my plan was to sell my house and windows had to be installed by June 30, 2022 in August 2022 I called and canceled since I hadn’t heard from them since signing contract then I immediately got a call from them saying my windows Were in And they wanted to schedule a date to install I told them I didn’t own my house as it was sold and that was why I put that on the contract now I have to pay for the windows

  Business response

  03/24/2023

  We did have a contract dated 3/16/2022. The customer failed to cancel within his 3 days rights to do so.

  Customer did not call to cancel but only tried to cancel when we reached out to him in early August of 2022 to install as that is when the windows were received by the manufacturer.

  Customer has not responded since that conversation in August of 2022.

  A letter of default dated 3/17/2023 was mailed to customer.

  As customer has waited so long, his finance has expired and he can no longer pay.

  Customer will receive a relief letter and this file has been closed with Perfect Choice Exteriors.

  As to his desired outcome, there will be no refund as no monies have been received for his project. Thank you.

  Customer response

  03/24/2023

   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.

• Initial Complaint

  02/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called first time on Feb. 6, 2023, talked to *******, said she would write up service order. I received no call back so on 2-10-2023 I called back and was told technician was in Iowa and would let them know. Called back 2-14-2023. Called back and ******* answered. Told my name and either she hung up or got disconnected. Called back talked to *****. Was told she was not in that office, but she said service ticket would be given to tech. Later that day *** called and said he was manager and that was first time he had heard of it. He said he was traveling, and he would get back to me beginning of week. I called *** on 2-20-2023. We set up appointment for Tuesday 2-21-2023. I hadn't heard anything from *** by 10;30. on Tuesday so I called, and he told me he had double booked, and he would have to send out tech on Thursday since he was getting ready to have surgery. I said that was not acceptable since he had told me he would be the one coming out. He said alight he would be out that day at 4 pm. Sam was a no call no show. I am not going to waste my time on people that don't care about their customers.

  Business response

  03/07/2023

  This job was installed in May of 2018. Customer called on the 6th and spoke with ****** who did write up a service order. Services are handled in the order they are received unless there is a leak or danger to the home.  On the 7th of February our Production/Service manager was out for surgery and the customer was made aware of that fact. We did speak with her within that week he was out that we would get her service scheduled as soon as we could.  He did get back with her as soon as he returned a week later.  One of our service team members visited the home on March 2, 2023. The service tech believes the window issue is a manufacturer malfunction so he was unable to resolve for her that day.  This will require a specialist to investigate and possibly to order parts through the material warranty.  That appointment with our specialist is scheduled for tomorrow.   We have agreed to do the service for free as well even though her labor warranty has been expired for over 3 years.

• Initial Complaint

  01/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  July of 2021 my parents met with a sales person. Sales person said it would be a custom upright shower costing $12,000. November 21 shower was installed. "Custom parts took a long time to order" was the excuse for starting work 5 months after the order was made. Shortly after the install my parents began calling about water leaking out through the door area among several other issues. Calls were made consistently by my parents/mother from shortly after the original installation until I began calling in July 2022. A couple visits from installer with incorrect gaskets. Replaced wall panels in November of 22 but reused base and still did not properly install leaving the walls misaligned. Continuous calls to the company for help are met with hollow reassurances they will be addressed as soon as possible. Any timeline they create is not ultimately met. Still deal with leaks and the base pops and feels soft underfoot.

  Business response

  01/24/2023

  THE CUSTOMER HAS BEEN CONTACTED BY *** **** ******** AND THEY HAVE COMMUNICATED WITH THE CUSTOMER IN REGARDS TO THE CONCERNS AT HAND AND WILL BE DISCUSSING THE SOLUTION AND CONTRACTING THE OWNER OF THE CONTRACT AS WELL AS HER SON REGARDING WITHIN THE NEXT STEPS.  WE HAVE BEEN OUT TO THE HOME MULTIPLE TIMES AND THE PICTURES ARE NOT WHAT THE PROJECT ENDED AS.  WE WILL ENSURE A SOLUTION TO THIS IS COMPLETED WITHIN THE NEXT 10 BUSINESS DAYS

  Customer response

  01/24/2023

   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. Included is a picture of current install showing gap in door seal and misalignment of glass walls and corner on corner of base. 

• Initial Complaint

  01/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Replaced all my windows, one showed up cracked , they installed it with duct tape on it . Told me would be back in few weeks to replace to go ahead tell loan company job was complete, so workers would get paid. I did and it's been 9 months now , no new window . Contacted several times

  Business response

  01/06/2023

  Perfect Choice has strived to meet customer expectations this past year and we have had a very difficult year with the timeline on receiving material to get the jobs installed. Manufactures and shipping have both made things difficult to get in a reasonable amount of time.

  We did speak with *** *** on 1/4/23 and set up a time with him on 1/8/23 to install this 1 sash that needed replaced due to coming in broken. The rest of his project was installed in one day.

   

  Again, we wish to resolve and leave customer happy and plan to do so at our scheduled date of 1/8/23

  We do appreciate your business *** *** and look forward to getting your project completed for you.

  Customer response

  01/06/2023

   I am rejecting this response because:
  
  They did finally set up appointment to fix issue after standing me up twice,  not returning calls several times. And this response about hard to get material is trying to make them look better , when public reads. When the truth is they had the sash in their warehouse back in June,  this was confirmed on phone with me with gentleman named ****** 

  Business response

  01/18/2023

  We are pleased that we were able to meet with the customer and resolve the issue of the service.  We do not have anyone at this company working for us by the name of *****, nor do we have a warehouse here for storage so we are not sure where that information came from.  Perfect Choice Exteriors like all related industry businesses has experienced and is still doing so on quite a few product extreme delay in production and delivery and unfortune for *** *** this was in fact the case.  We have no control over the manufacture and or the delivery to our distributor but do hope that he is pleased with the service and want him to know we are here to resolve any of his concerns.  We do thank him for his business.  

• Initial Complaint

  09/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Harassment. At least 6 times a day they call to say they are calling me for the quote I asked for. I didn't ask for a quote, chased them off my porch, and screamed at these liars to take me off the call list. Next time I'll be contacting my attorney. Do your research on these guys. There are way better companies out there.

  Business response

  09/19/2022

  Customer had an appointment for a free quote on 8/19/2020.

  We call customers to try and reschedule anytime they set an appt and do not buy in these instances but not 6 times a day, that is an exaggeration.

  They did not ask to be removed from the call list until 9/17/22 and they were removed that day as soon as they requested we do so. Customer will receive no more calls from us moving forward.

• Initial Complaint

  09/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  we asked them to help us repair our floor it.for the next couple of days my wife recived multple phone calls a day to the point of feeling harrassed. she said she was done. they said she couldnt cancel by phone.

  Business response

  09/14/2022

  Customer signed a contract with us on 8/9/2022. They were told at the time of signing someone would reach out to them to possibly do a final measure if required and to get their finance paperwork signed.

  They were also sent an email with the same information. After the three days rights period ends, we order materials as they are taking a long time to come in and do not want customers to get upset with the timeframe. 

  Both departments did try to reach them, the measure department as another measure would not be required in this case and the finance department to get their finance paperwork signed.

  There were 2-3 calls a day made to the customer for the first week after the contract was turned in. At that point, we sent someone to knock on the door as we had ordered their flooring but still had not heard back from them. It is not uncommon to take a week sometimes to get a return call from a customer if they work long hours, are on vacation or whatever the issue may be.

  They did not answer. We sent a letter out to them to let them know they were past their 3 days rights to cancel and we would need to be contacted in order to resolve as their material has been ordered. Someone finally called back and said they were cancelling because we were harassing them. We explained that cancelling is not an option at this point as we are unable to return the flooring ordered for their home as well as they are past their 3 days rights and did not call us or send in their notice of cancellation as required to cancel. We are willing to work with the customer to get to whatever ending makes them happy. An appointment is scheduled for our office manager to visit their home and discuss with them between 9-11 am on Monday September 19th.

• Initial Complaint

  08/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered windows 3/15/22, have not heard from them since. They called us about 3 weeks ago asking how we like our new windows and if there was any other work they could do (They never put our windows in). We were told someone would contact us in two weeks to schedule install and now it’s been 6 months with no call. We told them we do not want the windows (due to no contact from them at all since signing the contract) when they called 3 weeks ago to see how we liked the windows they never installed. They want us to now pay for the windows that they never put in and thought they did. I called and tried to speak with the manager Tara who was extremely rude over the phone and continued to request we pay for the windows they ordered. I do not and would not ever do business with this company nor pay them for windows that were never installed with no contact what so ever for 6 months. She then said we had 3 days to cancel (the contract does read that) however we could not have expected in 3 days they would not contact us for 6 months and clearly thought they had already completed the job.

  Business response

  08/29/2022

  Perfect Choice Exteriors contacted the customer as they are automatically moved into our call center after a specific time frame of a contract date, unfortunately due to the manufactures and shipment delays that  continue some customer were sent to the customer quality call center prior to the installation of the products.  The customer just happen to be one of them and that is why they received a customer quality call.  We do have a contract that was signed on 3/16/2022, this was processed and approved on 3/17/2022 in the office. 

  On 3/17/2022 the customer was called to speak with them regarding the options to sign the finance documents via e sign or to schedule a time for the finance documents to be reviewed and signed as well as the windows to be final measured for confirmation, there was no answer and a message was left to call our office. Per the documentation, the customer was sent a letter as well as all customer are welcoming them to Perfect Choice Exteriors and giving them details about the next steps since they are now approved, this would of been sent  3/18/2022. 

  On 3/18/2022 thru 3/21/2022 the customer did not respond to our continued efforts to call, but did on 3/21/2022 respond to their salesman * ******* and we set a time for 3/22/2022 to complete the measure confirmation sheet as well as review and signing of the finance documents we do show that this appointment was completed. 

  On 3/24/2022 the finance documents were reviewed and placed in the customer file and the ordering of windows was sent over and completed, this order was confirmed on 4/1/2022.  Window orders that were placed between 2/22/2022 and 4/22/2022 were placed in an estimated time of arrival from the manufacture 12 to 16 weeks, the customers windows were in this time frame.  Customers were explained that windows were on a sever delay  by their salesman at the the time of sale and the measure and finance gentleman at the time of re measure and finance document signing on 3/22/2022.

  Unfortunately all orders for materials are NOT placed until the project is approved - this is done after an initial deposit is given or finance documents have been accepted and signed pushing the ordering date in this case to 4/1/2022, with an estimated delivery from the manufacture given of June 27, 2022 and July 25, 2022.

  From 4/4/2022 and 4/ 19/2022 the customer was also notified by us and the finance company to do what is called a welcome call and there was not a response. 

  We did receive a confirmation of delivery that the products were in on 7/8/2022 and the customer was called from 7/11/2022 up to 8/23/2022 to schedule a time to install, we show no return call. The out of office customer service rep for our company was sent to the home on 8/24/2022 to try and catch the customer as the installation foreman had tried repeatedly to set the time with the customer unsuccessfully bringing it to the production office attention 8/24/2022. 

  Our office manager that the customer spoke to took the call on 8/24/2022 and tried to explain the above process with courtesy, and did let the customer know that they were allowed by law and their documentation 3 business days from the time of signing the contract to cancel the transaction by following the instruction on the cancellation paperwork.  There is no record of a cancellation being received or any calls to the office regarding cancellation. The customer after the cancellation period (which ended 3/21/2022) did meet with us and sign the financing paperwork to ensure the order was placed. 

  As per the terms and conditions of the contract if the customer is in default of the contact they can still be held responsible for up to 70% of the contracted total, this is due to the fact that the windows that are ordered can not be used on other projects and are SPECIAL ORDERED, this too was explained by the manager on August 24th when speaking with the customer. It was noted that the customer was very upset hung up on the manager during that call, although the office then receive a call from the spouse and he stated that he would calm his wife down and call us back. 

  One of the production team members that is employed with us at Perfect Choice Exteriors is actually an acquaintance of the customers and received a call over the weekend but was not able to speak with them and he will call them today as well to discuss.    At this time we will not offer any refund or cancellation of contract terms, but would like to install the windows asap, as the fall schedule is filling up fast and would like not to delay this customer any further.  

  Per the documented and dated notes in this file on our CSM the customer was called and communicated with as much as they would allow us to, we would like to install the windows for them that are custom ordered and that they ordered per a contract they accepted and signed March 16, 2022.  We again apologize for the delay in manufacturing and receiving the windows but this is simply out of our control and we like many companies are at the mercy of the production and shipping department in these facilities.  We would like to set and schedule this for next week after the holiday Sept 5, 2022 at the customers convenience.  

*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. ↩