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:03/06/2025

  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.

  see Attached document
  

  I had them come out, to give a quote on a glass sliding door. The rep told me that door would be very insolated, no heat would come through glass, in summer,& no cold through in winter. Very good. No insolation around door, calking was bad, heat & cold came through window they came back installed another door, by then it was cold, cold came through window & under door they brought another door. This door was made wrong could not be used! Finally they came with another door. Same problem. Cold under door & through glass. They say that their doors are very best product, but this door is no better than the old one that was taken out!!

  There was a man, his name was *****, he was the 2nd window (door installer). He was a good help to me. He did a deasent job but windows are inferior and no insolation was properly put around door!

  *** was the boss man. His phone # ************

  They acted as though I did something wrong. I paid what was quoted! for a top of the line insolated door and got ****!!

   

  Customer Answer

  Date: 03/12/2025

  I would like the business to replace this door with the door I was told I was getting. Well insulated with low E. The business showed me all kinds of sliding doors that were well insulated and didn't let heat in or out, but then replaced my door with one that was just as bad as the one I had before. I would like one that is better, the one that I paid for. 

  Business Response

  Date: 03/21/2025

  After purchasing and replacing doors on 3 separate occasions we can only come to the conclusion that there is nothing we will be able to do to please the customer.

  We have been to the customers home on 7 different occasions for service, 3 of which we purchased new doors and installed at no cost to the customer as well has multiple phone calls with office staff.

  Our installers as well as service techs do quality work and we have went above and beyond multiple times to try to please the customer.

  All of the doors purchased (4 in total) were of good quality as well as the installation was done professionally on all 4 occasions.

   

  Customer Answer

  Date: 03/31/2025

   I am rejecting this response because:
  
  All I'm asking for is a sliding glass door, the whole thing put in new with a Low E window where the sun doesn't put heat through and keeps the cold out. That's what I thought I was buying and that's what I'm asking for. Not a low quality door. The doors that I did send back were inferior doors. One of the doors was even made completely backwards and the others were warped. I will not accept seconds or thirds. I didn't buy a **** door, that's why I got rid of the old one. 

• Initial Complaint

  Date:02/19/2025

  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 got new windows back in March of 2017. They were doing good until last year. I can now hear everything that is going on outside a car driving by, the wind chimes out in front yard chiming, sirens that are two streets over, and when a car or truck goes over the rumbling on the side of the interstate. It is cold in my house all the time. I have called them on 01-18-2024, January 30, February 05 and February 19. There was a gentleman that came out twice and said we should be good right know. Well as you can see that didn’t help. When I called on February 19 I was informed by *** the project manager that he had to talked to ***** the gentleman that came out and *** would call me back. On February 20 *** called back and said not sure what they can do about it since the manufacturer closed during Covid. I have not had the windows for 10 years and they are already not good. My parents have had there windows more than 10 years and you can’t hear anything going on outside not even a car drive by (yes they did use a different company). I feel with windows not even 10 years old and I spent a lot of money on these windows, still paying for them since I got a loan that I went through them that they suggested. I feel the should replace them for nothing. I got 14 windows from them and they won’t do anything about it because the manufacturer closed.

  Business Response

  Date: 03/21/2025

  Perfect Choice has never promised that no noise will come through windows.

  This is impossible as windows are not soundproof. The house being cold could be many issues and not just automatically the windows, we did check this.

  We have spoken on several occasions and tried to explain this.

  The argument about noise would be with the manufacturer and not perfect choice exteriors.

  On 2/6/24 our window tech went out again and looked over the windows and window area. All windows were in good working order.

  The Thermal company regular office has closed down since covid. We have however provided information below where you can contact about your warranty on the ******* *******.

  The Thermal service and warranty office can be reached @ ************ as well as an email for reference **********************m

  Customer Answer

  Date: 04/02/2025

   I am rejecting this response because:
  
  I had called the office that you suggested I call and the office you suggested I call is out of Oklahoma and only deal in commercial windows. They don't do anything in Illinois. They also have no idea who Perfect Choice is. 

  I understand that your tech came out twice to look at the windows, and he stated that all windows were in working order. Yes, they are in "working" order, as in, opening and closing. However, they still have cold air coming in and noise coming in. The window Tech did come out, but all he did was put an inch of sticky foam on each side of the window. How is that supposed to keep the cold air from coming in? I have my heat set at 70, and it is still cold in my house. 

  These are supposed to be ******* *******. My parents also have ******* *******. They've had theirs longer, and they have none of the issues (like cold air and sound) I have been having. I feel that my windows should be replaced since I've only had them for 7 years. I understand manufacturer closed, but you need to find some other arrangement to get these fixed.

  Business Response

  Date: 04/22/2025

  Apologies on the timeline for response, we have been having computer issues with connecting to the server and IT has finally resolved that for us.

  Regarding the phone number, we researched old information, and this is the only number we could find on file as well as online to do with ******* *******.

  We have no control over the manufacturers going out of business especially during the covid epidemic as far as the material warranty you were provided in 2017.

  You state the windows were doing good until last year so 7 years after the windows were installed you reached out with noise and cold complaints.

  We were out to your house twice last year as previously stated for service appointments at no charge to you even though our labor warranty is only good for one year.

  If there were a problem with install or materials it would have been evident within a week of installation.

  Even if the manufacturer had not closed, we would not be willing to come out and replace all your windows at no cost as the inspection came back to us and there were no issues with the windows. We strive to make every customer satisfied in every aspect from material to installation, however we have done what we are willing to do in this case.

  No refund or new windows and installation will be given in this matter.

   

   

• Initial Complaint

  Date:01/29/2025

  Type:Sales and Advertising 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 November 25, 2024, a sales representative from Perfect Choice Exteriors presented me with a sample of a micromesh gutter guard with an aluminum support structure, explicitly stating that this was the product their company installs. Based on this representation, I entered into a contract with them for the installation of these micromesh gutter guards on my existing gutters. The retail cost of the product shown to me is approximately $6.00 per foot, and I agreed to pay this amount under our contract. However, when the installation occurred in December 2024, it became evident that the company did not install the micromesh guards as promised. Instead, their team installed SHUR FLO gutter guards, a significantly inferior product with a retail cost of approximately $1.35 per foot. Upon confronting Perfect Choice Exteriors about this discrepancy, I was informed that the company neither sells nor installs the product I was originally shown. Instead, I was told that the SHUR FLO system was allegedly “better” than the micromesh guards. This constitutes a clear case of misrepresentation and fraud. The sales representative knowingly presented a product that the company does not install, leading me to sign a contract under false pretenses. Additionally, despite my repeated attempts to contact Perfect Choice Exteriors to seek a refund for the cost difference between the promised premium product and the lower-quality product installed, they have failed to respond to my calls and written communications. Perfect Choice Exteriors' deliberate misrepresentation and refusal to address this matter violate consumer protection laws and demonstrate unethical business practices. I respectfully request your office to investigate this matter and take appropriate action against the company for deceptive business practices. Furthermore, I seek assistance in obtaining a refund for the cost difference between the product promised and the product delivered.

  Business Response

  Date: 01/30/2025

  I have attached a copy of the customers contract showing he did in fact order shur flo gutters and not screen mesh as well as our response to the customers letters.

  We do not sell micro mesh with aluminum supports structures so the sales rep could not have had this to show to the customer for a sample.

  We did respond to the customer via email as he did not answer his phone on January 10th, the same day that we received his letters.

  That is attached as well. Mesh gutters would have been much more expensive and the ones he is referring to we do not sell or have any samples of.

  The customer was also left another voicemail yesterday by our production manager for follow up as there was no response received by the customer to the email sent on January 10th.

  Customer Answer

  Date: 02/04/2025

   I am rejecting this response because:On November 25, 2024 a sales representation, ****** *******, of Perfect Choice Exteriors showed me one sample and only one sample of the gutter guards they install. I was shown a micro-mesh guard with aluminum support structure similar to the attached image. I was told by the sales person that the gutter guard he was showing me was what I was paying for. Since I was only show the one style of gutter, I assumed that it was the one checked on the contract. There was no reason for me to think otherwise. Perfect Choice Exteriors has not emailed me since I sent them 2 letters requesting a refund of cost difference. I did receive a call after my second request.
  
  
  

• Initial Complaint

  Date:01/17/2025

  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.

  see Attached document

  Sent a contractor out he never finished the job. He couldn't hang my shower glass door on  my shower encloser. He promised to return on Sat 11/26/24. He never did. I called the company on Monday 11/28/24. Their response was to come at a later date. I went and returned the original door for a sliding door. The company did installed the new door and silicone glue the door. I had to wait two days before I could use my shower. I turn the hot water on and walk into and found out that the cold water was on and not the hot. First subcontractor s**** hooking my water lines up right. When the bathtub was in the water lines was right. This disgruntled employee of Perfect Choice s**** it up purposely because he knew he was getting fired. I contacted the company several times to get this job done right. So last Thursday 1/9/25 was the date to get this job done right. I waited and waited. I called and Perfect Choice guy said to me that he had to locate the sub contractor. He called me back and said they can't get to me. I was p***** and hung up on them. This company doesn't treat senior citizens right at all.

  Business Response

  Date: 01/28/2025

  Please see attached completed service ticket.

  Perfect Choice was out to this customer house multiple times and took multiple calls to help get the situation resolved.

  He had trouble getting a timeline during phone calls as he repeatedly screamed and yelled and made accusations then hung up.

  Once the customer calmed down, we did follow up with him and get all of his complaints resolved.

• Initial Complaint

  Date:09/06/2024

  Type:Product 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 purchased windows (shown 1 type of window in my home) what they i stalled was not the same nor were they the same size. They were ordered in October of 2022. were installed in March of 2023. July or August of 2023 I reported that the patio door was not closing properly when it was hot out and wanted it looked at and also that the windows were not the same size as what was removed even though they had measured each window prior to ordering them. They came out 2 times since then to look at the patio door and have not fixed it. They have no showed and blown me off. Their customer service is terrible and to pay $13,000 for simple windows with this type if service is completely unacceptable. I want these windows to be the correct size and I want the patio door to open and close correctly. I don’t want anyone else to have to go what I have had to go through.

  Business Response

  Date: 09/17/2024

  The service tech as well as our Distributor rep have been to the customers house. In 2023 we were there in May as the first service issue was reported in April and we fixed the lock jamb on the sliding glass door. For this year we have been out twice as well as our distributor rep once. The door is in direct sunlight and is causing the vinyl to swell in major heat. This is not something that could have been foreseen and no matter what door is placed there they will have the same issue. The customer will need to find a way to provide shade to the area. The 2nd time our service tech was out this year, the customer would not answer the door. The tech reported vehicles in driveway and noise from people inside could be heard.

  Upon completion of the window install in 2023 the customer agreed the work was completed to their satisfaction as we were paid in full. This is the first complaint that the windows are not the right size. We only demo windows we sell. The windows are exactly what were on the contract as purchased by the customer. We are willing to come out for any service issues but the customer must answer the door when those are scheduled. She may call us back to get a new service date scheduled and we will be happy to discuss any corrections that she feels need made. At this time, there will be no refunds or new windows purchased by us. 

  Customer Answer

  Date: 09/29/2024

  The old door did not ever catch regardless if the temps and nowhere have I ever lived did a door catch.  It’s ridiculous of you to say that I should find someway to shade the door from the sun.  I guess everyone in the world with a patio door that faces the sun should also shade it because it will catch… great response!

  on the weekend morning a tech showed up without an appointment or call, there was no company vehicle and he was not wearing a uniform or badge.  Not everyone can hear the door with dogs, vacuum, shower, being in the yard, etc when someone shows up without an appointment.  We did open the garage door and stepped out to speak to him.  He was asked for ID and he chose to leave.

  the next appointment was a no show.  Later I was told he was sick.  Waited 4 hours for someone to show up.

  the next appointment again waiting 4 hours no show.  Again was told he was in the hospital.

  a representative from the window company finally came and said the door was out of plum and that someone needed to come take care of it and that would get it back in alignment,

   

  the original installl was a struggle and the guys called in another installer because they we having very hard time getting the door to actually go into the opening.

  I still stand on my original point that these are not the windows shown during the “sale” and they were not measured correctly to fit the openings.  Anyone can even drive by the house and see that they do not fit and look terrible.

   

  Business Response

  Date: 10/09/2024

  As stated in our previous response which was unanswered by the customer and this complaint initially being closed in our favor, we will not be replacing the patio door.

  We have been to service the door multiple times. This issue is from natural causes and not a product or installation issue therefore if there is a service issue, we will be happy to schedule a time to look at that and fix but we will not purchase and install a new door. As the customer stated herself in her first complaint,  when it was hot outside the door was not closing properly. 

  This job sold in 2022 and was installed March of 2023 and just now in September of 2024 customer is complaining that the windows are the incorrect size and she wants them replaced.

  In 2022 our company only sold ****** windows so that was the only option the salesman had to show the customer at time of sale and the only windows we ordered from that specific distributor for all window jobs. It is not possible that different windows were shown prior to purchase because we would have had no such samples to show.

  If the windows have a service issue, again we will be happy to come take a look and do a service free of charge even though her labor warranty is out dated but the customer must call our office, set a time and answer the door to us when we arrive. Our service techs are on a schedule and they will not wait more than 3-4 minutes for a door to be answered as they must move onto the next job. Notes in our system show the appointment previously discussed that the customer did not answer door was made by the customer in. Customer may call our officed to schedule a service appointment with the service department at anytime and we will address any service issues.

  Customer Answer

  Date: 10/13/2024

  It’s obvious that this is only going to go back and forth.  Bottom line is yes, windows were purchased in 2022.  They were not installed until March (?) of 2023.  Once it started getting warmer outside the patio door starting having issues.  I’ve been trying for over a year to get it fixed.  I have not…and you say I’ve  not answered a door.. why wouldn’t I???  I want it fixed.  Biggest issue is you use subs to complete the work. You never send the same person twice so it’s like starting over again every time someone does show up!  Now that it’s getting cold (again) no one can even bother looking at the door because it will not expand since it’s not hot.  Now we wait again till summer of 2025…

  if these windows weren’t cheap, this wouldn’t be happening.  
  i also don’t believe that you only had 1 window.  When the guy came to my house he said there were several different styles .  Just because you have 1 manufacturer doesn’t mean you have 1 style of window.  And if a representative from your company came and actually looked at these windows you’d see they are not the correct size.  But I’m sure you take advantage of everyone you can to get more money.

  Bottom line…. We wait again until summer if 2025 when I waste my summer again calling and setting up appointments in hopes that someone shows up who might actually know what they are doing and can fix this stupid door the correct way once and for all ..

• Initial Complaint

  Date:08/22/2024

  Type:Product 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.

  on july 13th,2024,my wife and i entered into a contract to put siding on our house with perfect choice exteriors.this was a saturday. we had till tuesday the 16th midnight to back out of contract.. we backed out monday morning the 15th.perfect choice cashed our deposit check anyway. the money was not in the checking account but in savings,so we were charged $100 for transaction.it took us 3 weeks to get a refund from them, which bounced. costing us another $100 to return the bounced check.called them up and they sent another check which also bounced, costing again $100.i would like a return of $3566 plus $400 in lost money returned.

  Business Response

  Date: 08/22/2024

  We have spoken to this customer on 8.21.24 and they were to respond to the email that was sent to them regarding this refund.  We have as of today at 11:18AM not heard back from the customer via phone, text, or email.  An attempt was made again prior to responding to this complaint with no response.  We spoke to the wife on 8.21.24 that was very understanding about the compromised account situation and she verbally approved the email being sent to her to refund the $3566.00  there was NO MENTION of any fees associated with the retuned item.  When further looking into this project, the customer did not cancel the project with PCE as instructed in all paperwork left with the customer and it wasnt until 7.17.2024 that the customer spoke to the office and wanted to cancel the project, this was noted in our system.  On 7.31 10 Business Days from the cancelled contract a check was issued to the customer, on 8/6 our checking account was closed due to a major compromising financial issue, we notified the customer of this once we seen the check was not cleared, the check that was issued to replace that has not cleared our new account when looking at the account today, although the customer states it was returned as well, we show it open, we have now STOPPED payment on this check and are in hopes that the customer will respond to the email and calls made yesterday and today to resolve this.  Perfect Choice Exteriors and its staff followed all refund policy procedures including the 1st attempt of the refund check that was issued, as stated in the paperwork and contract that the customer was provided.  We are do not agree with a fee of $400 to be refunded as again this was never spoken of until this complaint was received.  We will issue a full refund of their check paid $3566 plus a one time fee of $100 for their inconvenience, total refund $3666 but need for the customer to respond to the email that was agreed upon and or call our office and speak with ****.  

  Customer Answer

  Date: 08/27/2024

  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.    I would like to add that the cancellation was done within time limit..we had till Tuesday at midnight to cancel. We cancelled Monday morning by text message on my wife’s phone which was seen by our attorney!!!!!

• Initial Complaint

  Date:08/02/2024

  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.

  I had a new roof put on at end of spring which leaked.The company came and fixed the leak but it also caused damage to two walls in my house, they sent someone over and painted over the damage the walls are now ruined and have emailed the company with no response back terrible customer service would not recommend this company to anyone. I am an older single woman and was taken advantage of

  Business Response

  Date: 08/13/2024

  The damage the customer is referring to was damage caused by the roof leaking probably for some years prior to us being hired to do the roof work.

  The roof work done by Perfect Choice fixed the roof leak issues and did not cause any damage to her inside walls.

  The customer received replacement of bad decking and rafters at no extra cost already from us to complete her roof the correct way, a conversation was had with the customer about interior work and that her walls were damaged beyond a simple repair and the roofing contract did not include any interior work. We would need to do an interior contract regarding more work to be performed and paid for should we also take on that task.

  Her roof contract states we will repair all damage but the damage that refers to is any damage on the roof as it is a roof contract. It is not an interior house contract and does not cover anything inside of the home.

  My production manager tried to reach out several times to speak with customer but because he would not agree to do all of her interior walls for free she would not speak to him and eventually stopped answering or returning his calls.

• Initial Complaint

  Date:09/21/2023

  Type:Product 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.

  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

  Date: 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 Answer

  Date: 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

  Date:06/26/2023

  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.

  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

  Date: 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

  Date:04/24/2023

  Type:Delivery 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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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.