Complaints
This profile includes complaints for Aspen Exterior Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:04/18/2024
Type: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.
Date of Transaction 1/24/2024 - installation of new windows on a whole home renovation. We ordered ****** windows to be installed on our home. When they were delivered (many different color parts) and installed they were not installed correctly. We have multiple windows that do not operate correctly and are hung at different heights. Our slider was leaking and needed to be corrected twice. When we call/email the owner/sales rep ********************* we get no response. Our contractor called us to tell us about the leak and no one at Aspen Exteriors could answer our call or come to the home to fix it until after the rain stopped the second time. I (the homeowner) went and covered the slider myself to save my wood floors. I have asked to meet him at the home to fix/do a quality control of the windows and I get no response. My contractor could not trim out the windows because they were installed proud of the drywall and needed to be fixed. My contractor was able to get to get his crew out, but I was never made aware of him showing up to fix them because he does not call or email the owner of the home back. We have very few communications where he actually responds. We can see the windows are flashed incorrectly & are different colors and Aspen installed non ****** trim which is not the same color. We have reached out to his vendor (******, Plainfield, ************ to try set up an independent party to look at all of this but with no avail. To make matter worse his crew stripped our home of all of its siding because we were going to do siding and now our home has been exposed for almost 4 weeks with Tyvek blowing around and rain storms coming through, leaving our entire home exposed to water damage. They told us they would seal everything until siding went on. Their sealing everything is coming apart and we continually fix and have had water leak in a second window. Again poor installation, workmanship and horrible customer service if you can call it that.
Business Response
Date: 04/25/2024
On 1-24-2024, ******************* signed a written contract with Aspen to furnish and install ****** Elevate Windows and Sliding Door. Then on 2-9-2024, ************** signed another written contract with Aspen to furnish and install Everlast Siding, CertainTeed Roof, Aluminum Fascia, Soffit and Gutters. Both contracts are for work to be performed at his home at ***************************************** The home is currently unoccupied as the it is being remodeled by Aspen and other contractors hired by the homeowner.
We have been communicating with ****, *****, his wife, and ****, their contractor. We have communicated via phone and email to coordinate delivery of material, dumpster, and installations. We have responded and promptly addressed all concerns brought to our attention by the homeowner and their contractor. We have never been asked by the homeowner, *******************, to meet at his house to do a quality control.
We began installing the windows on 3-26-24 and the roof on 4-10-24. Against our recommendation, we installed the windows before all the brick work was completed on the exterior per ****** request so their other contractor could install the interior trim. We scheduled the installation of the windows and roof with ***** with the understanding that we would continue with the siding installation immediately after the roof was completed. We did wrap the house in ***** because we were to go back to install the siding after we installed the roof, but again per the homeowners request we could not continue with our siding installation because they were not ready when she said she would. (Note: Before Aspen was contracted for any work, the house was partially wrapped in housewrap by others). As of April 18, the house is sealed properly with Tyvek Housewrap and tape without siding as we were waiting for the customer to have their other contractor(s) finish the brick and removal of concrete pad per her request again.
We furnished and installed the ****** Windows and Sliding Door into the existing openings (framing issue installed by other contractor, not us); the different heights were existing openings. The product is installed to manufacturer specifications. The sliding door was leaking due to a manufacturer issue and has been corrected by Aspen. The windows are not different colors, the exterior of the windows are the correct color ordered by the homeowner, ***********************. We trimmed the exterior of the windows with a black non-****** aluminum trim coil that is the aluminum coil being used for the remainder of the work contracted. ****** does not offer an aluminum coil color to match the black aluminum soffit, fascia and gutters to be installed by Aspen. Our ****** reps at ****** (distributor) have also spoken with the homeowner several times as well.
***** responded back to **** to let him know we would be out on Monday, April 15 to address a few windows they had minor issues with while installing the interior trim. We had our installer at the house within hours so his other contractor could install the interior trim per our contract.
Again,we have communicated several times with **** and ********************* via phone and email. They have been contacted constantly by us; Aspen has been very responsive to every issue/request made by both homeowners.
As of April 18, 2024, 11:01am, Aspen Exterior Company was notified that we have terminated (see below message).
Via Email:
*****,
Consider this notice Aspen Exteriors is terminated effective immediately.
*****************
On,April 18, 2024, we have submitted **** and ********************* our final invoice for the work we completed at his house at ***************************************** The balance owed to Aspen Exterior Company is $15,322.00 from ******************* which remains unpaid today.Customer Answer
Date: 04/30/2024
Complaint: 21592171
I am rejecting this response because Aspen has not completely addressed the issues. Please see "BBB Aspen Response - *****" attached. I have numerous emails to support my claims but cannot attach due to upload limitations.
Sincerely,
*******************Business Response
Date: 04/30/2024
Aspen has installed and completed windows, sliding door and roof per our contract with **************. In fact, I will send ************** an updated invoice for the installation of Tyvek Housewrap, removal and disposal of siding.
We are rejecting ************** desired settlement of removing Aspen Exterior ** from the Better Business Bureau.
Customer Answer
Date: 04/30/2024
Complaint: 21592171
I am rejecting this response because Aspen continues to avoid completely addressing the relevant issues and refuses to accept responsibility for misrepresenting the products it sold and its incorrect installation of those products.
Sincerely,
*******************Business Response
Date: 05/02/2024
We have addressed all concerns at the customers house. Aspen has installed all windows, sliding door and roof as per our contract, his claim that our installation is incorrect is completely absurd. At no point did Aspen misrepresent the product to the customer as Mr. ***** *************** meet with *****, our salesman, in our showroom to see the product. They discussed several things and were offered different options during the quoting phase. ***** then prepared a typed estimate based on verbal decisions for ************** to review. We require the customer to sign the agreement to verify that we have a meeting of the minds, and that we have all the details as desired by the customer; it is the customers responsibility to confirm what they are signing. Aspen does not use high-pressure sales tactics.
On 4/17/24, I emailed ************** (cc *****) our invoice for services completed, he responded back to me saying the window project has not been completed. I emailed him back asking him to let me know what we need to do, he never replied to me. A couple of hours later ************** submitted his complaint to the BBB. ***** then called ***** to set up a time to meet with her and **************, she would not let him speak and hung up on him.
Again,we are rejecting ************** desired settlement of removing Aspen Exterior ** from the Better Business Bureau.
Notes:
Per our contract, windows and door are Ebony Exterior / Pre-finished black interior (Designer Black). That is what we ordered and installed.
We never said the two windows cannot be the same height, we installed the windows into existing openings per our contract; ************** never stated he wanted the windows the same height.
Aspen never stated that ****** doesn't manufacture trim coil in *****. We said it doesn't offer an aluminum trim coil to match the black aluminum for the remainder of work that was contracted (soffit, fascia, and gutters).
The sliding door is no longer leaking regardless of whether its installation or product error.Initial Complaint
Date:06/22/2022
Type: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 April 23, 2021 my husband *********************** and I contracted with Aspen Exterior Company of ********, ** for the purchase and installation of 15 new Pella Casement and Soft-Lite Slider windows for our home for a total cost of $21,786.00. The windows were installed on September 7 and 8 of 2021. The master bedroom south facing Soft-Lite Slider window does not work properly. It does not slide open and close easily. Upon installation, we were told a warranty replacement window would be ordered to arrive in ***** weeks. We have called repeatedly speaking with *****************************************, Production Coordinator regarding the arrival and installation of the replacement window. He has provided many explanations, however as of June 22, 2022 we still do not have the replacement window. He stated he would send the issue to the front office on one occasion and today, he stated he would order a new window not a warranty replacement window. We don't need explanations or promises, just a replacement window that works as it should.Business Response
Date: 07/06/2022
Window frame has been ordered through Soft-Lite. We are waiting for parts to be delivered. When we receive we will contact customer.Customer Answer
Date: 07/11/2022
Complaint: 17460721
I am rejecting this response because: The replacement window was ordered at time of installation in September 2021 per *************************************.Why do we still not have have the replacement window?
Sincerely,
*************************Business Response
Date: 07/19/2022
I contacted customer, ******************************, today @ ****** regarding service. I let her know I was waiting for a response from the manufacturer, Soft-lite, regarding her service. Unfortunately, Aspen Exterior Company is no longer a direct dealer for them. Sofit-lite suspended our account October 8, 2021 due to supply chain shortages, and thresholds. I also explained to ***************** that I directly didn't handle her service request but would follow up on it and would be taking over her file as I have have dealt with her husband in the past on a different manufacturer request. I let her know I have other customers not happy with Soft-lite Service as well - one waiting since October 2021 as well. I let her know as soon as I heard back from Soft-lite I would contact her directly with status/eta.Customer Answer
Date: 07/19/2022
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.
Sincerely,
*************************
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