ComplaintsforFlawless Results, LLC

• Initial Complaint

  06/13/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We contracted with Flawless Results on 7/19/23 to have four of our windows replaced for a Total of $14,000.00 - Down payment was $7,500.00 - The business committed to an installation date of November or December of 2023. Note: we live in an area which most of the winter is not accessible by regular vehicle. I was willing to either assist with delivery or wait until the roads were without snow in spring. - At the beginning of last winter, I tried to find out when I could expect to have the windows installed. I did not get a satisfactory answer; later, no one ever called back. Then the snow came, and I waited for a call in spring. No one ever called, so finally called Flawless on 6/11/2024 at ************. I talked to ***** who promised that the sales manager, *****, would call me on 6/12/2024. When no one called, I called again late in the afternoon on 6/12/2024 and left a voice mail for ***** that no one had called. - Now it's 6/13/2024, 5:00 PM and no one at Flawless has bothered to call back. This is just a continuation of last year's pattern of no communication. Their behavior leads me to suspect that there is a problem. Why would the company not be eager to finish the job and collect the remainder of the money? - I have a sales agreement, signed by ***** *******, dated 7/19/2023,; but it has no number

  Business response

  06/18/2024

  I  spoke with ** *****. I profusely apologized to him for the delay in his project and the lack of communication. I informed him that his windows are in our warehouse,
  and that ***** (production manager) would be calling him later today, (June 18, 2024 or tomorrow to schedule his install next week. At this moment the customer is content and happy his windows will be installed next week..

  Customer response

  06/20/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *** *****

  Customer response

  07/31/2024

  Complaint ID: ******** The Flawless Saga continues. As promised by Allen, a manager with Flawless, the installation crew finally showed up on Friday, June 28th, to install the four windows which were ordered in August 2023. The four windows consisted of two small awning windows which can be removed easily, and two large, fixed windows. They started with one of the awning windows. After it was removed, they found out that the four windows they brought were the wrong kind. These windows could not be used to replace the original windows. I suggested that they put back the original awning window. Unfortunately, this was not possible since they had it destroyed when they uninstalled it. So, they temporarily installed the new awning window (which came without a screen), cleaned up and left. Later on, the same day I called Allen and left a voice mail, but never got an answer. A week later, on Friday, July 5th, I called the office number and left another message with a lady (didn’t get her name) As of 7/9/2024 I had not received any communication from the Flawless I am so frustrated with this company that I only want my downpayment of $7,500.00 back. I’ll find someone else to fix my awning window and am willing to pay for this myself. However, if this drags on and it goes to court, I’ll demand that the damaged window be replaced, in addition to the return of my downpayment.

  Business response

  07/31/2024

  A refund is currently being processed for the deposit amount.

   

  Customer response

  08/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *** *****

  Customer response

  08/14/2024

  We have not received any communication from Flawless nor any money so far. May I trouble you to re-open the case.

   

  Thank you for your efforts

   

  *** *****

  Business response

  08/23/2024

  ***, Your check has been cut today. You should receive to shortly.

  Best regards.

  Customer response

  08/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *** *****

• Initial Complaint

  04/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered replacement windows on 3/20/24 for my home being told that there was not an estimated date on the production. I was told that the financing clock began when the windows were installed during the sales presentation. I found out on Monday 03/25//24 from the finance company that the clock on my financing started immediately. I called the company to get a date on installation and was told that they had no information about when the windows would be available. I was told that they were made in an overseas country and they did not have control over the supply change. I was originally told that the windows were made by a local Amish company. I made multiple phone calls to the company asking to cancel the order and sent emails to their cancellation department without response. A representative told me that they received my cancellation within the required 3 business days. I thought that we were okay but received a bill from the finance company who stated that the company has accepted the funds and they do not have control then returning the funds. I am unable to get ahold of anyone at the company other than my salesman who accidentally returned a phone call stating that he missed dialed and did not mean to call me hanging up the phone immediately. 12,500 is a lot of money to keep without any service. See copy of email below: cancellation of order (Redacted) ****** ** Inbox (Redacted Name) Mon, Mar 25, 2:40 PM (13 days ago) to ****************************, me Please cancel my order made on 03/20/2024. I would like to cancel the financing as well. The company who was financing the purchase stated that you would need to contact them. I have requested that the funds not be dispersed. Let me know if I need to do anything else. Thanks, C

  Business response

  04/17/2024

  In response to your issues with our company, when your sales associate was at your home he presented, and you signed a “welcome to our family” form stating that orders take 8 to 16 weeks for delivery of the product. 
  At the time of delivery and inspection by our production department will be performed for each product and they will then reach out to the customer to set up an installation date.
  The financing was explained to the customer that there was no interest, no payments due for 18 months and that the 18-month period started immediately.   
  We have no product that is manufactured outside of the country. Our products are manufactured by Amish workers located in Sugarcreek, Ohio.
  The customer was asked by our production dept. to please email a copy of her signed cancellation form to our cancellation email address.  Our policy requires that a cancellation form be signed and returned before a refund is issued.   We have tried to contact the customer and have left messages for her to contact her. She has not responded.
  04/17/2024  We have now received the signed “Cancellation Form” and we will be refunded shortly.

  Thank you for inviting us into your home and allowing us to present our products.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered windows in August, and gave a $10,000 deposit. They were supposed to be delivered in December. In December, they said it would be January. Despite my repeated messages I have left, I have not gotten a call back. It’s February now and I am still waiting to hear from the company regarding delivery and installation.

  Business response

  02/08/2024

  Customer ***** was notified on 02/06/2024 that she tentatively scheduled on March 27 and 28.
  We apologize for her product being late for delivery, but we are at the mercy of our manufacturer.
  

• Initial Complaint

  01/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Flawless has a labor force but very few tangible assets. Their reputation & goodwill is dependent on the professionalism & experience of the people that work there. They outsource their products like the Amish windows. There is very little ‘overhead’. Our experience with Flawless is that they have inexperienced people taking on the overhead for the company, like providing their own vehicles for hauling or working out of their homes. We get the impression this is their weak point. We ordered 9 windows to be installed in a city more than 250 miles from their location. A salesperson was very good at convincing us to buy so we gave them 1/2 deposit and then someone was to come to measure. It turns out Flawless did not measure to place the windows inside the existing window frame. Back to more Flawless employees. The person picking up the windows after a 2-3 month wait was new, had just bought his used pickup truck & was on his way out of Albuquerque when his truck broke down. He put the trailer with windows in his own driveway then to storage. One large window was broken. Second, there was no one available to install the windows so after talking to the owner he hired out of Las Cruces. This company had to break down and repair masonry inside and out of the house to get the windows in… See pictures. They said the bathroom tile would be repaired when we got the big window. We never heard from Flawless & were tired of calling. We never received the big window/installation or repair of the bathroom tile yet were billed the remaining $5500. We are very unhappy with this company and just request to get out from underneath them. We did not get all of our product or installation. We had our house masonry inside and out broke down around the windows and our bathroom tile around the inside window never repaired. Because of all these problems and lack of receipt of final product and installation we dispute the final billing.

  Business response

  01/23/2024

  We have many tangible assets which are not anyone’s business but our own.
  As part of the requirements for our installers to be hired by Flawless Results they must have their own tools, a truck and a trailer. We provided them with milage pay, per diem, and a hotel room when they are working out of town, It is not uncommon for an installer to store our product at their home overnight so they may leave early in the morning to get to a job in a timely manner. We do not “outsource our install teams.  They all work for Flawless Results. We do have installers that work out of our El Paso office.
  Our measure tech did come to take a final measure of each window opening.  Replacement windows are always ordered smaller than the original window so we each can be fitted properly into the window space, so minimal damage is done.  ***** ******* our window manufacturer (vendor), yes, employe 70 % Amish employees.  We feel that the Amish take pride in making superb products, which is the reason why we use them.
  Our lead time for windows orders is 8 to 16 weeks, with many variables as to why it takes up to 16 weeks (4 months).  The form, Welcome to our family” that was explained to the customer, and that the customer signed, states “ 8 to 16 weeks” (see attachment) to complete from the time of your order.”
  After our Production department spoke with Mrs. *****. She told our production assistant that she was not interested in completing her job and then used profanity. She did not want us back on the property.
  We have tried to contact the customer, but no one will return our call.
  We would be more than happy to finish the customer’s job.  We have their glass replacement ready to go. And our finishing crew i=could be ready to go in a few days to take care of the finish work and any issues that the customer has.
  Please get in contact with us so we may discuss completing your installation.
  

  Customer response

  01/24/2024

  Complaint: ********
  
  I am rejecting this response because:
  

  Flawless Results did not address my complaint. The fact that our window was broken on I-25 because the employees’ truck broke down and he had someone tow his truck and trailer to his home just highlights the unprofessionalism of this company and lack of tangible assets. I will not pay a premium price for service and product that is subpar so the owner can maximize his profits with very little overhead so we end up paying  for their mistakes.

  I did have to talk to the owner of the company and he followed through with a contractor to install the windows outsourced from El Paso/Las Cruces. They did fine with what they had, and what they had were windows measured that required they bust up our exterior block to get the window in… they said they never have done or seen anything like it before …and had a super difficult time installing; then they had to repair the damage the best they could. 
  

  I did receive a phone call from Flawless not after the installation but when the large window came in 4 months later. After dealing with this company you will find that they have one person that knows what is going on and if I call it’s a roulette table which of the employees I get, and I also have the feeling they are working from home, again is that the most efficient way to deal with the public & their product with low overhead? 
  

  Since they never called me to ask how the installation with the windows went and I didn’t want to deal with all the personalities nothing was known from that point on… was the big window being ordered and then the crew was going to bust up our block again?? You can see from the pictures they never put the bathroom tile back in the interior part of the window and we are left for months like this…time makes you think this company is fly by night and you don’t want to deal with someone that destroys the masonry window framing and the tile inside because they measured wrong and assessed our windows wrong that could have minimized damage and the cost for us all they could have done would require putting the new window frame inside the existing. That’s it! So easy.  I don’t believe their people knew this was an option and we paid too much for all of this already, time, phone calls, emotional distraught, and in home repairs after they left. 
  

  No, I don’t use profanity. I use terse language. We were so tired of dealing with this company and seeing our house torn up and some of it not repaired that we told the company not to bother with the product or the installer because if they had called after thee installation they would have known the ripping up of our block and insulation as not acceptable! It is an old house in an historical neighborhood of Silver City and requires thoughtfulness in measuring. 
  

  We do not want to see this new window installed at our house as we know it’s the same as the others. Without the final largest window, we then feel between the lack of professional and knowledgeable service we should not have to compensate this company any more and we are requesting that Flawless Windows close this case without penalty to us  because they cannot fix the errors of the past nor any further endeavors with their current practices. Thank you. 

  Regards,
  
  *********** *****

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  02/08/2024

  We have several times tried to address your complaint with no response from you other than 5 paragraphs telling us what a poor company we are.  We are the top-rated window company in the state .
  Please stop with the complaining about our poor service and installation and let us know what you would like us to do.
  We have had your large (broke window replacement) for months and have tried to contact you several times with no response.  The process of repairing the glass does not require us to remove the frame, therefore they will be no damage to your surrounding walls.
  We would appreciate the opportunity to come to your home and replace the broken glass package.  Also, we would like to have our production/ Install manager come to your home to access what needs to be finished.  We can then move forward with any issues you may have and repair them so you will be happy with our completed work.
  Flawless Results will not close this job until we are given the opportunity to rectify the issues.
  You are responsible for the balance on your account.
  Please give us permission to come onto your property, return our phone calls so we may schedule a time that our production manager may access the property, and let us finish the project.
  

  Customer response

  02/13/2024

  Complaint: ********
  
  I am rejecting this response because:
  
  I have already sent pictures of the broken block around our windows inside and out on seven windows done to install your windows package for us. The eighth window was broken and not installed.
  

  Now, I am responding within the 5 days as required by the BBB rules. I assume you have a time period also required to get back with us because after 2 weeks I had to call them so they could notify you to respond to us. Given that our Complaint is void if 5 days have past I assume you should have similar rules to follow. We expect a timely response. 
  

  1. The largest of the windows was broken. We’ll forgo the details how this happened as this is in the record. So you ordered another window to replace it from the Amish, say 2-4 months wait? 
  

  2. We did not receive a call on how we liked the installation. We called you to let you know about the broken block, and you seem to have no recollection or any kind of data base of incoming or outgoing calls. Basically, you’re hard to get a hold of so the message never was relayed. 

  3. We were very unhappy with all our block around the seven installed were broken and had to be repaired. The outsourced installers did the best they could but they are not professional masonry people. The broken tile inside the bathroom window was left for us to finish. The inside of the seven windows also had to be repaired, unprofessionally.

  4. Given all of this we told the person that called us that the new window was in that we are cutting our losses, we fixed what we could, and absolutely do not want your company on our property or anywhere near installing that window as it’s the same as the other 7 which requires you to break the block inside and out to install. I think the recent call to us that the new window was in conveyed our feelings this being several months later after the original installation. 
  

  5. Finally, the incompetence of your company in outsourcing people with broken trucks, using a friend company install per the owner of the company, and that you ordered 8 windows that are too big and could not be properly installed within the existing window frames so the block does not have to be broken is terrible business.
  

  6. A window company does not know how to measure and install a whole house with a procedure that does not break up the house itself? How could you not know this?

  7. We will not accept you coming to our property and breaking up our block again. It’s just not right and why are you not admitting to your mistakes? 

  8. Given all these conditions we feel no more compensation is due considering the damage to our house, the unprofessional way it was repaired inside and out, that my husband had to repair the broken tile around the inside bathroom window, the lack of communication, and the lack of knowledge about windows that you could have ordered and installed without damaging the property. 

  Regards,
  
  *********** ***** 

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Arc windows were improperly installed and need to be replaced/installed again. The company refused calls and the last we were successful in speaking with a person - two months has transpired when we were told during that call "Give us two months and we will have things accomplished for you...." The original installation was done in early July; sales and the processing clerk said it would be a 1-2 day process; sales and the processing clerk said its installation team were trained professionals and that they knew everything about the product being installed; sales and the processing clerk stated that everything for the job installation would arrive at the same time; sales and the processing clerk said that there would be no mess/no fuss during the process; manufacturer, PROVIA, refuses to get involved.

  Business response

  11/09/2023

  The trim that was re-ordered is on an inventory hold and our hands are tied until this is off of inventory hold. We have every intention of completing this job as this is the first we are hearing about this.

  Customer response

  11/10/2023

  Complaint: ********
  
  I am rejecting this response because:
  

  We have called the processing clerk ****** several times and have never been told that there was any type of "inventory hold" - I believe someone at Flawless is misinformed or not having the truth told to them.  I suggest you speak with the processing clerk ****** and two receptionists and two installers who have visited our home since this flawed installation came to be August, then September, then November.  My wife has been told, just today, that now they are looking at the end of December to be able to complete the installation.

  If we had known how our installation went and continues to be an eyesore, we would not have referred them to our neighbor and others in the neighborhood.

  Regards,
  
  **** ******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 1st, 2023 my husband and I entered into a contract with the company Flawless Results to have our entire 2 story house re-stuccoed. In August they started the job. The stucco crew did not have the necessary skills to do this job properly. We contacted Flawless Results who sent a supervisor and then a second crew that had to completely redo the job and cleanup. The second crew did a nice, acceptable stucco job, however they could not completely cleanup or repair the exceptional damage the first crew did to our yard. When the first crew was removed from the job they had already dug up and damaged our drip system, breaking the drip-heads, tearing up the drip connections and completely coating the control system with stucco. In addition to the destruction of the drip system the crew unnecessarily trampled our landscaping. This destruction included breaking old growth plants and trampling all ground plants for up to 5 feet from our home. They also left trash stucco and dumped stucco water in several spots on our property. Our house went from a well-maintained yard that received frequent compliments to what looks like the site of a bombing. I sent by email about 30 photos and a written explanation of what was unacceptable about the mess left of our home on at least 2 occasions. The brand new windows were also left dirty. After I was assured 2-3 times that I would be contacted by management, but received no contact, I called 3 times and left (polite) messages with a live worker. They never returned my calls and no longer answer when I call. I have 30 or so photos (too many MB to attach even 1) and copies of all correspondence. This is in reference to Lic:******. Company phone number is ************ or ************. Our contact *** ***** ************. The salesman ***** ***** ************ and receptionist/scheduler was **** *******

  Business response

  11/13/2023

  The customer signed an agreement prior to installation which clearly states that during the stucco installation the flowers, shrubs, trees and bushes would be subject to being damaged due to the scaffolding and for the installers/stucco crew to have sufficient area to work safely and efficiently to complete the job. Please see attached signed paper. We will not issue a refund.

  Customer response

  11/13/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  The damage done to my drip system and vegetation several feet from the wall being stuccoed is not professional. The workers even splashed dirty stucco water on my neighbor’s house. Stunningly unprofessional work is not acceptable to a well-managed company. A waiver noted by the company does not and cannot include what appears to be intentional. The damages are far beyond anything the waiver could contemplate. Complete destruction of a drip system was not normal or reasonably foreseeable damage. Broken large plants well beyond any space needed to do the job is shoddy workmanship. The sloppiness of the workers left everything dirty including the windows. Flawless Results is accepting substandard work as their standard of work. No managers evaluated the site so they chose just to ignore the damage. 
  
  Regards,
  
  ***** *** ***** ******* 

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  11/27/2023

  The customer signed an agreement and initialed the spot where it is stated that the plants and vegetation are subject to things happening to them as I provided in the documents sent.

  Business response

  12/12/2023

  Please send pictures of the damage done by our employee's to your yard and we will have someone come out and assess what we see the damage is and we will send someone to repair the damaged drip system parts that we damaged.

  Customer response

  12/15/2023

  Complaint: ********
  
  I am rejecting this response because: I have provided over 20 photos directly to Flawless Results before filing this complaint.  At least 4 detailed emails with photos were sent in July and August to **** ******.  She reassured us that she forwarded all of them to her boss and the installer manager.  The crew led by ********* were a disaster. The second crew led by **** did correct most of the problems with the stucco, but could not undo the trashing of the exterior of our home.  Talk to your own workers- it was clear they were disgusted by the how things were left in our yard. Flawless Results has the photos, they have our detailed letters and they have access to both work crews.  It is time for Flawless Results to look at their files, talk to their workers including ****, **** and his crew and even ********* and then schedule an appointment to view the damage.  By the way this was promised several times by the employees we spoke with in July and August, but still has not occurred.  We called several times to schedule such a meeting, but Flawless Results stopped answering and returning our calls.
  
  Please contact us as soon as possible to schedule a meeting at my home.  We never had trouble scheduling appointments with salesmen.  Now it is time to uphold your promise of Flawless Results.
  
  Regards,
  ***** *** ***** ******* 

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  01/11/2024

  Thank you for your words of encouragement.  Flawless Results is happy that we could take care of your stucco issues.

  However, We are not willing to give you any compensation for the garden/drip line issues since you initialed and signed our Stucco Do's and Don'ts form which your sales representative also signed that the form had been reviewed by you which states the following:

  "Flowers, Shrubs, trees and bushes are subject to being damaged.  Scaffolding and crew need sufficient area to work safely and efficiently to complete the job."

  Most stucco work is preformed in the fall or spring to allow plants and shrubs to regrow back to their natural beauty.

  Please see attached form for initials and signature.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  see attached I had Flawless Results, LLC come to my home for a stucco bid due to some leaks that appeared this year. Upon arrival to my home the sales agency informed myself and my husband that they were formally ****** **** ************* with 20 years experience and they changed their name to Flawless after deciding to downsize from full construction to just windows, doors, and stucco. After a long time of discussion we told them we wanted to obtain additional bids as they were our first. The sales agent insisted we have to sign there and then or the discounts would go away. He then offered us an addition 10% off, on top of the 25% advertised. Still hesitant, the trainee with the sales agent added we had 3 business days "Thursday, Friday, Saturday. & Sunday do not count, because they are the weekends, Monday is the last day to cancel. My husband agreed to sign, stating, "Since we have until Monday 8/21/2023 to cancel." *** responded yes, until Monday. After signing with Flawless, we had our second contract out on Saturday 8/19/2023 to look at the leaks and stucco damage. We then learned that the issue to the stucco was much more extensive and the work Flawless quoted us would only be a temporary fix, as the underlining cause of the ongoing damage to the stucco would still exist. After talking it over with my husband, we decided that due to the timing we would need to cancel with Flawless, so we could do further investigation on the full extent of the damages and what work was actually required to resolve it. On Monday August 21 at 8:20am, I scanned the Notice of cancellation and emailed it to the email address noted on the form (cc myself so I could retain a copy for my records as it was the only copy). I also stated in the email that I would be delivering the original to their office, that afternoon. Around 11:30am on Monday August 21, I arrived to Flawless' place of business (**** *** ******** *** ***) to deliver the notice of cancellation. Upon delivering the notice to their accounting women in the front office (l believe her name was ******), she informed me that the recession date had passed, since they counted Saturday as a business day, which was contrary to what their sales representatives had stated. I was told that I would have to speak to the sales manager, but he was out sick that day, but he would call me the following day. After leaving, I shared the information with my husband. At the end of the work day my husband and I both upset by the information, my husband attempted to call to the sales agent *** *****, in hopes we could clear up the miscommunication, but the call went straight to voicemail and to this date, he has never call either of us back. At this point, we wrote a letter to the company explaining the miss-information that was given to myself and my husband in regards to the date of cancellation. I also sent a copy of the letter to their office via certified return receipt. The following day I waited for the phone call from the sales manager at Flawless, but I never received one, so I reached to their office. On Tuesday August 22 @ 5:15pm, I reached an answering service and spoke to ***. After explaining the issue with ***, she placed me on a brief hold. Once she returned to the line *** explained to me, due to the nature of the issue, I would have to speak to the sales manage and she would reach out to him and have him call me. On Friday 8/25/2023 at 10:27am, ***** (the sales manager for Flawless) called me to discuss the process of the bids and to see if they could save the sale. I explained to him that none of that information had been conveyed to me in the original meeting. I was currently at work and asked if I could call him later. When I arrived home at 5:49pm, I called ***** and place the call on speakerphone so my husband could also hear the conversation. My husband brought to ***** attention that his sales agents lied to the us from the moment the enter the home and again when discussing the date to cancel the contract by. ***** replied to us, stating he had spoken to *** about the cancellation date, ***** stated that *** informed us, we had after Saturday to cancel. At that point, I called to ***** attention that after Saturday is Monday. ***** started to backtrack and said I meant until Saturday. ***** continued to talk about their 20 years in business prior as ****** **** ************, just as *** ***** (the sales agent for Flawless) had done on August 16. My husband then brought up that he looked up Flawless and found they had only been in business for 1 year and 9 months. ***** replied to us saying the **** they were using was the brother of the owner of ****** **** ************. I then noted to *****, just because you are using the same **** does not mean you were that company. The business entities were different and have different tax ID numbers. ***** once again backtracked and admitted I was correct and that Flawless was nearing their two-year mark, which was an important date for them because of their insurance. After the back and forth on the phone and the continue missrepresentation, my husband and I asked ***** to honor the contract cancellation. ***** noted he would have to get permission from the owners and he would get back to us on Monday. As of today, we have not received a return call. While Flawless has already been paid in full by the finance company, and we are unable to resolve the issue with them, the stucco on my home continues to degrade and leaks are still present, despite my efforts to mitigate the damages by applying construction silicon and other product to the structure.

  Business response

  09/13/2023

  This is ***** ******* sales manager here for Flawless  Results. 
  
  This job has been cancelled and completely refunded on our end. We have resolved this issue.
  
  Thank you 

  Customer response

  09/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ****** ****

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I entered into a contract with Flawless Results on 4/4/2023 to replace 3 windows and a sliding glass door. After trips beginning in June 6, 2023 the installation was complete along with trim for one of the windows. The contracted work includes stucco around windows - they did come and "prep" for the stucco by putting concrete around the windows (june 26) leaving them unattractive and out of our HOA compliance. I have called repeatedly for updates on when we can expect the stucco to be complete since it has been over 2 months but have been given numerous excuses and more recently hung up on. At this point i need to know if they are even going to finish the work or if we need to hire someone else to do it. The promises that "**** or ******" will call you to schedule never come to fruition and we are out of options to resolve. I would appreciate any assistance you could provide in helping to resolve this service issue.

  Customer response

  09/13/2023

  In reference to subject complaint, Flawless Results, LLC has completed the window work required to satisfactorily close this complaint.   Thank you for your assistance.  ****** ******** ************

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3 windows are over 6 inches too small. Can't get anyone to tell me if they are going to getcorrect windows or if I have to settle for what I got. Plus they won't finish with the mess they made. Can not get anyone to talk about the issues

  Business response

  08/24/2023

  Attached please find a copy of the certified letter that we sent to the customer.  The customer had others ( not Flawless Results Employees) do work on his windows before we had completed our job.

  On March 9, 2023, you signed a contract with Flawless Results, LLC for us to perform the following: replace S windows, all classic oak interior, sandstone interior. Atl with hatf screens, all stucco flange and interior trim for the total cost of $18,744.00,
  You paid 50% up front as a deposit in the amount of $9,372.00, check #**** on March 9, 2023. Per your contract, the remaining 50% in the amount of $9,372.00 was to be paid upon completion of the project.
  After the windows were installed the stucco work was scheduled to be done. Clayton, NM, where the job site is located, is 269 miles one-way. You refused our stucco crews work as you stated that you believed the windows were not the correct size and wanted to speak to an owner of Flawless Results, LLC. **** *******, one of the owners, was set to call you on a Monday, and he was not able to make that call until Thursday, 3 days later. During that time frame, you had someone else that has nothing to do with Flawless Results, LLC, do work on our project, voiding your warranty on any, and all our work.
  We have decided that we will not pursue legal action against you to collect the remaining balance ($9,372.00) owed by you per your contract nor do any more work at the job site. As stated above, the warranty is null and void. Please let me know if you have any other questions or concerns on this matter and if this resolution will suffice.
  

  
  

• Initial Complaint

  07/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Attached is a letter written to Flawless Window Proprietor, Mr. J**** *****, on June 21, 2023, and as of this date we have had no conversation on the mentioned matter in the letter. My concern is to have the project completed. As per our experience with Flawless Windows, I would not recommend them for any future jobs. Please notify me if I have any recourse without having to go thru ligitation

  Mr. *****, on November 11, 2022 we placed and purchased an order for 6 windows. On March 29, 2023 windows installed.
  On same order we added another window. $3,322.00.
  Windows were too wide to accommodate 4" vertical blinds. Issue was resolved. Trim on one window was not completed. Wrong trim was sent to job site, 3 weeks later issue was resolved, at this time I pointed to the installers that the stucco was cracked on all windows installed by Flawless. ****** and ********* installers of the trim on windows, took pictures and assured me they would take them to ******, job supervisor.
  I called her 2 weeks later for job status. ****, her assistant answered and told me they were "very busy and over whelmed". To this day we don't know the status because when I call and **** answers, she hears my name and she hangs up. This has happened 4 times and I have not been able to talk to anybody and nobody answers my calls or messages, this is the reason for my writing you. I have called many times to talk to ******, ****, ******* ******** to no avail.
  No calls or messages returned as of this date.
  No date has been given to us as to when the stucco repair will take place.
  The sole purpose of this letter is because we need this stucco issue to be taken care of.
  We are very satisfied with the product, but personnel has been really bad to work with. We had thought of replacing 6 more windows but that is out of the question with Flawless.
  We need to know how to proceed with this issue. Please advice.
  Sincerely,
  ***** * ******** ******* ** *** *** ********** ** ***** **** *** *** ******* ** ***** ********

  Customer response

  07/24/2023

  Verbal Update: The business came yesterday and completed the job.

*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. ↩