ComplaintsforDalco Home Remodeling Inc

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired them a year ago to install new siding to my home and it took them 2 months to complete it. The day of installment, only 1 guy showed up and he brought the wrong color shutters. Some how the new shutters came up missing. I was told I would receive a credit if I purchased my own shutters which I did. The issue I&#**;m having now is the siding is leaking and damaging the foundation of my property. I&#**;ve called several times an no one has gotten back with me. The last person I spoke with was *****************************, he said he would come out and take a look and get back with me but he never did.

  

  Business response

  02/02/2024

  *********************** called about a possible leak from her siding on 12/18/2023.  She tried to send me some pictures but I was unable to open the files so I decided to go ahead and drive out there myself to inspect the area in question so I could see if there was something obvious.  I didn't find anything that looked out of place during my inspection.  I emailed *********************** the following day (12/19/2023) with my findings and photos that I took and asked her to call me with any questions.  I also followed up with her 2 different times via email with no response.  Then I open my email to the BBB complaint on 1/18/2024.  I immediately called *********************** and asked her why I got this BBB complaint for not responding to her leaking issue when I'd sent her several emails addressing this issue.  My last email to her was trying to get someone from DALCO out to see if we could find out where her leak was coming from since none of the other companies she called could find it.  She said she has been having problems with her email for months and she for some reason doesn't get some emails.  I ended up meeting with her on 1/19/2024 with a service technician to see if we could help her in any way.  We did find something while we were out there and then the following week we completed all the repairs for her.  I had asked *********************** to ask the BBB to remove the complaint because her complaint was that nobody was responding to her, which I was.  I ended up printing out all the emails that I sent *********************** and handing them to her when we meet on 1/19/2024.  She then realized that it was just a problem with her email otherwise we would've never been in this situation.  I would ask for this complaint to be removed as long as *********************** agrees, which she told me she does.

  Customer response

  02/05/2024

  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A few years back I purchased a door from Dalco. The door is craftsman style and still under warranty. At the time the door was installed, the metal flashing in between the window panes was not straight across, with small pieces of metal jutting up to the glass. At the time, Dalco replaced the window of the door several times, apologized, and ensured the problem would not happen again. Fast forward to December 2021 and the same problem has reappeared. I immediately telephoned Dalco. The same man who had replaced the window on the door in the past, took new pictures and acknowledge it was the same problem (he remembered replacing the window several times). Yesterday I received a telephone call from Dalco (1/12/2022) and was told that is just the way the window is built and there is nothing wrong ("no faulty construction."), I paid a great deal for the door. Prior to purchasing the door, I was never told that this would happen and would not have selected a different door if I had known. I have been a loyal Dalco customer for many many years (had windows replaced in my old home, purchased other doors), and have not had a problem. I had referred a friend who also purchased a door from Dalco. I am shocked and frustrated by how they are handling this. If the door window cannot be permanently fixed (same issue does not happen again) I would like a new door. Pictures of the window frame and mental piecing is provided below.

  Customer response

  01/14/2022

  I  just received a telephone call from ***** at Dalco Home Remodeling.  Brian informed me that Dalco will either replace the window in my door with a guarantee the problem will not occur again or provide me with a new door.  Both are satisfactory options for me.  At this time, I would like to suspend my complaint.

  
  

  ***** **** ***** ****

• Initial Complaint

  11/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dalco (the dealer/distributor for ****** windows & doors) does not want to repair the broken seals in the glass lites on my entry door. They installed on 11/21/03 per my warranty they gave me. It clearly states they are warranted against seal failure for 20 years. Breakage of glass is excluded from this warranty. The glass Lites are not broken. Dalco is claiming they are not covering the seal warranty since the decorative glass that is sandwiched in the light is broken. They also refuse to repair the broken seal on the 2nd door which I have asked them to do and nobody has gotten back to me. I am not asking for anything except to repair the broken seals. I am not asking for broken glass to be replaced.

  

  Business response

  12/02/2021

  Our service technician was out on 10/27/2021 to inspect Mr. *****'s entry door.  It was determined that both doors had seal failure but one side had cracked glass which of course caused the seal failure.  I sent the information over to the manufacturer to get the intact glass pack covered under the warranty for seal failure.

   

  On 11/10/2021 I advised the customer I would be emailing him the quote to replace both glass packs and lite frames on the entry door.  I told him the manufacturer's warranty would cover the one glass pack that was not broken, for seal failure, but that the other glass pack along with the two lite frames would be a charge to replace.  I sent him a quote on 11/20/2021 and did not receive a response.  I call him on 11/17/2021 to confirm he received the quote and left a voicemail.  

   

  I called again and left messages on 11/23/2021, 11/30/2021, and 12/2/2021 with no response.  

   

  I tried several times to explain to Mr. *****, that you cannot "fix" seal failure; you have to replace the entire sealed unit of glass.  

  Customer response

  12/02/2021

  Complaint: ********
  
  I am rejecting this response because:
  Dalco is trying to figure out how not to cover replacement of a defective lite. On 11/3/01 they sent a rep by the name of Phil to come take a look and take more pictures. I saw when Phil arrived and met him at the entry door. He immediately said he would call this in to his office to get replacement glass on order to be replaced since it is clearly obvious the seals are broken. Per the response from Dalco they claim the seal failed because of the crack in the decorative glass. 
  if they would take a closer look the decorative glass did not break the seal. Also, the breakage of glass is sealed/sandwiched inside of the lite. If I had misused the door in a way to break the glass lite it would be understandable that it would not be covered, but sadly Dalco installed inferior glass panels and they are looking for a loophole to avoid covering under my warranty that they sold me. 
  surely, this had to be a good product since ****(sales rep) sold me the doors and showed me how it could handle a hammer being swung into the center of the glass lite and not break! To me it just makes sense if 2 glass panels/lites manufactured around same time both have seal failure then it’s a probably a seal issue. 
  I am asking for Dalco to repair and or replace the defective product they installed way back on 11/21/03.

  
  Sincerely,
  
  **** *****

  

  Business response

  12/09/2021

  Dalco Home Remodeling will cover the piece of glass that was not covered under the warranty for being broken from the glass manufacturer.  There will however be a labor charge to replace the two pieces of glass as the labor warranty was up after 5 years.  That cost is $250.00.  If **** would like to keep his current lite frames the only cost for this repair will be the labor.  If he decides to have the lite frames replaced at the same time as the glass he can call me and I will give him the price for that as well.  

*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. ↩