Complaints
This profile includes complaints for The Vinyl Outlet Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 6 total complaints in the last 3 years.
- 4 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/10/2024
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.
Hired the vinyl outlet to install a new porch. Workers from the Rochester NY location installed the porch. One of the boards is already loose. There is to be a lifetime warranty on the work and material. It has been less than 6 months. I have called the company for assistance countless times. No one answers or calls back. 3 weeks of constant calls have been ignored. Someone was finally scheduled to come and they no called no showed. Payment has been made but now I cant reach the company.
Business Response
Date: 09/24/2024
BBB spoke to the business and the following was relayed: We have reached out directly to this customer and took care of everything for him. Thank you.Initial Complaint
Date:08/09/2024
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.
$9,971.52 paid in full for: *55 linear feet of 6’ high, ********** *** ******* fence *3.5-step stair rail & ground-mount rails: ground mount rails to complete the landing railing not initially installed. Corrected within a week Paid for a 10’ Gate Opening with welded frames: What was actually built = 8.33’ opening I've been in communication with their Rochester Division since February, when I actually measured the opening. Please see the attached of communication. Chelsea has not returned my 2 phone messages since July 30th. As this gate cannot FIT where Vinyl Outlet originally measured it for, it needs to be moved to the north west corner of the house with an actual 10'gate opening and 4' additional panel to connect to the house. I'd signed an addendum to the contract on May 22 to this effect, including the additional $240 I would pay. This is also in the attached timeline.Business Response
Date: 08/20/2024
BBB spoke to the business and the following was relayed: We have remedied and resolved things with their gate. As of 4 days ago, I believe everything has been remedied and taken care of for them. If BBB needs pictures of the work and remedy that we did, please let me know. Thank you.Initial Complaint
Date:07/01/2024
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.
On May 28th we had our fence installed and it was missing solar fence caps. Additionally the gate is already failing and has a warranty that will likely expire before anyone gets back to me. I’ve been calling for several weeks and emailing even ******** messaging to get resolve. The only response I’ve had is from ******** messenger saying someone would call but they never have.Business Response
Date: 07/02/2024
We will contact the customer and take care of the issues asap.Customer Answer
Date: 07/03/2024
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. I did receive a call and schedule to fix this later next week. Unfortunately, we have done this before and no one showed up. I’d be comfortable closing this once the repairs are completed. Regards, ********* *******Business Response
Date: 07/25/2024
BBB spoke to Chelsea at the business and the following was relayed: This job has been completed as of July 17th, we were also able to install the solar lights for the customer. This is resolved.Initial Complaint
Date:05/06/2023
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.
Poor business practices and no customer service, I have been trying to get some decking pieces replaced and keep getting excuses and now they have blocked me on social media.Business Response
Date: 05/24/2023
The company and customer have come up with a resolution. The company gave the customer two options. First was to put dirt down for free, or special order additional skirt boards. The customer has chosen option two, the additional skirt boards. The company will order and agrees to sell as a courtesy at a reduced cost. This has been accepted by the customer.
Customer Answer
Date: 05/24/2023
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
Date:06/27/2022
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.
It has been 2 weeks since my fence was installed, no solar lights came even though I was told by rep Dalton who took and placed the order and by Vicky who was on the scheduling end. I first made contact in the beginning of April to set up appointment. Dalton the rep didn’t get out to me until the end of April after he rescheduled my first appointment, stating where I live was too far away. The day after I tried to call rep to go ahead with next steps and had to leave a message. Days went by I called Vicky and she was going to have Dalton call me. I texted him and that was the only way I was able to get a hold of him. He finally comes out again we do all the paperwork and he said that I would receive a call the next day. I didn’t. So I let it go couple of days waiting for a call from Vicky. I called almost a week later to find out that they still needed another signature. Finally get ahold of Dalton, set up another appointment for him to come out days later. Then he text me the day he was supposed to be at my house to sign and says I don’t have to worry about it he can do something on the computer in the office and we should be good to go. Got an install date. Day of install they were supposed to be there between 8a-10a. I called at 10:30a to find out they weren’t goi g to be there and I had to reschedule. No compensation other than extra solar lights could be done. I said fine and scheduled them to be there the following Monday after 3pm when I get out of work. I arrive home to find that they have 3/4 of the fence posts in. They didn’t have my correct phone# so they couldn’t contact me. I saw they had cut a foot of branches from my bushes near the fence and left a mess. I went in the house. I come out when they are done and Tony is in a rush and rushes me to sign so he goes. I look there is a hole in the post, 2 holes not filled in, one gate has a 6 full much gap, big enough for my dog to get under, dirt placed on mulch or stone walk , not cement crooked fenceBusiness Response
Date: 07/05/2022
All concerns have been addressed and customer is completely satisfied.Customer Answer
Date: 07/06/2022
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They returned weeks later and fixed the major issues that I haven’t already fixed, ie. the holes that is filled in and they brought solar lights. I did give them a recipe t for mulch and stone that I had to purchase in order to replace what they ruined by they install. I am still waiting to see if they will reimburse the for them.
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