ComplaintsforDaBella

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1. when scheduled, i was quoted it would be a one day job. It took two and 1/2 days. I had to cancel other scheduled activities for the additional days.2. while removing the old roof, no effort was made to protect ornamental shrubs. the shrubs were damaged.3. was told that i would receive credit for any unused plywood that i had purchased. Installers took five sheets of new, unused plywood. No credit has been given.4. language barrier made communicating with installers next to impossible.5. "*******" called and stated she would research the issues and call back. As to date, no further call from this person, tried to contact her at *********************** twice, no response.

  

  Business response

  08/14/2024

  Thank you for bringing your concerns to our attention. We genuinely value our customers and strive to provide the best possible experience for every homeowner we serve. We have thoroughly reviewed our records and unfortunately, we have not received any recent responses, missed calls, or voicemails from you on our local office phone. In our last interaction, we made every effort to clarify the situation, particularly regarding the damage to shrubs, which is not covered under the terms of our contract. While we sincerely apologize for any inconvenience this may have caused, we are unable to offer compensation as this falls outside of our contractual obligations. Regarding the roof deck, we ordered and used the necessary 45 sheets of plywood, as we explained to you during our discussions. As you can see from the attached photos, the existing shiplap roof deck did not meet GAF installation guidelines. The roof, covering 15 squares, required 3 sheets of plywood per square, totaling 45 sheets. This calculation ensures that there were no leftover materials, and all were used as intended. We wrote off the change order for the unexpected plywoood due to the customers unwillingness to cooperate and dissatisfaction with the installer's language proficiency and refusal of further payment.

• Initial Complaint

  08/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Coming to my home at 8:00 pm. Multiple times after refusing service multiple times.

  

  Business response

  08/09/2024

  We apologize for the disturbance. While we do have representatives who go door-to-door offering free estimates for services in the community, we recognize that not everyone is interested in our services. Additionally, we have added you to our Do Not Call List.

  Thank you for your patience and understanding.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had a shower installed in 2017 approximately $8000. The company then was called REVE Baths Tub and shower. The shower pan was pressed to size. When pressed the corners were too thin and they are breaking out. I've contacted DaBella. They say their contractor Bathwraps, no longer works with them. I've called *******, who now owns Bathwraps. No one will do a thing for me and my shower is falling apart.

  

  Business response

  08/09/2024

  Thank you for bringing this to our attention. We sincerely apologize for the issues youre experiencing. We have forwarded this to our warranty claims department, and they will be reaching out to assist you. Rest assured, our goal is to provide our homeowners with the best possible experience, and we are fully dedicated to meeting that commitment and we are here to help.

  If you have any further questions or need additional assistance, please don't hesitate to reach out to us directly at ************, Option 1.

• Initial Complaint

  08/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company is taking advantage of a senior citizen. This initial order was on April 10, 2024. It's now August. On June 17, they were ready to schedule the installation. This didn't get done until July 22. They took over three months to get supplies, to schedule an install and actually do the install of a sliding glass door. The door was installed and after they left it was discovered that they had torn the siding off the house and tried to cover it up with the stairs. They have been contacted several times but this issue is still not resolved. I would like the issue fixed as I am trying to sell my house. Also, I want a refund for all of the stress this has caused during an already stressful time. This company has also not done anything without being prodded.

  

  Business response

  08/09/2024

  Thank you for bringing this matter to our attention, and we sincerely apologize for the inconvenience and frustration you've experienced. We want to assure you that we are fully committed to resolving these issues as quickly and efficiently as possible.
  We have been in contact with Alside, the manufacturer, and they have made several attempts to reach out to the homeowner between July 23rd and the weekend of July 30th & 31st. They most recently attempted to connect on August 3rd, but have had difficulty reaching her. Our local General Manager also spoke with the customer directly, and she indicated that she is fine with the current situation and does not feel compensation is necessary as long as the issues are resolved promptly.
  To ensure this happens, we are scheduling an installer to come out this weekend, either on August 10th or 11th, to address the errors on your home. Once the work is completed, we will also reimburse the customer for the minor painting needed on the affected area of the damaged siding.
  

  We genuinely appreciate your patience and understanding as we work to make this right. Our goal is to provide our homeowners with the best possible experience, and we are dedicated to meeting that commitment. If you have any further questions or need additional assistance, please don't hesitate to reach out to us directly at ************, Option 1.

  Customer response

  08/12/2024

   
  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

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Jan 2024, I paid $6000 for new siding on one side of my house. In May 2024, I discovered that the siding was coming off the house ( not sealed in 2 places) and that the access door wasn't fitting properly. I contacted Dabella customer service on 5/17/24. In the beginning of June (I wasn't told they were coming out to fix anything), someone fixed the siding that wasn't sealed but didn't fix the access door. In late June, a large chunk of siding came off the house and siding was unsealed. Contacted customer service. Again, without my knowledge, someone came out and fixed those two spots but still didn't fix access door. In July, ****** came to the house to see that the access door still was not fixed and that the spot on the side of the house was once again unsealed. He took pictures stating it would be fixed in next 2 weeks. I have not heard anything from anyone since then. I still have siding that is unsealed and an access door that doesn't fit and is being used by critters to get into my house.

  

  Business response

  08/09/2024

  Thank you for bringing this matter to our attention, and we sincerely apologize for the frustration and inconvenience you've experienced. We understand how important it is to have these issues resolved promptly and correctly, and we deeply regret the delays and communication lapses you've encountered.
  Please rest assured that our installers will be at your home this Saturday to address the remaining issues. We genuinely appreciate your patience and cooperation. Our goal is to provide our homeowners with the best possible experience, and we are fully dedicated to meeting that commitment.
  If you have any further questions or need additional assistance, please don't hesitate to reach out to us directly at ************, Option 1.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 25, ******************************** Small Claims Court of $2535.00 against Dabella. The judge gave the company thirty days to pay the judgment. After several text messages and a reminder that the judgment needed to be paid within thirty days, DaBella's representative said he didn't know where I got "within 30 days from." I texted that the judge ordered it and sent him the ** State law regarding small claim judgments. I received a check in the amount of $2,500.00 on the 31st day via ****** Not only did they wait until the last minute to pay, and this was after several promises to pay back my deposit which finally resulted in a Small Claims case, but they didn't pay the $35.00 filing fee which they were ordered by the Court to pay.

  

  Business response

  08/07/2024

  Thank you for bringing this to our attention. We understand how important it is to resolve these matters promptly and sincerely regret any inconvenience this has caused. We want to assure the customer that both payments have been sent and received.
  If you have any other questions or concerns, please feel free to reach out to us directly at ************, Option 1.

  We are here to help and ensure you have the best experience possible.
  

  Thank you for your understanding.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  April 12, 2024, ******************************************* from DaBella *********************************** , came to our home for a siding quote. We were shown a digital image of our house on a Tablet in which we were instructed to look over the color chart with images and names of the actual color to pick. We chose Taupe for the siding and Midnight blue for the trim. ****** then showed us the digital image of what our house would look like with the colors we chose. Based on the digital image of what our house would look like when it was completed, we agreed to the project with the cost of $27036.23. Which they required a down payment of $1000.00 for the Consumer Credit Transaction. When "signing" the tablet, we were only shown the blank screen to sign, there were no words/pictures of any kind. No sentences, just a blank space. The copies of the contract we were sent were only in word form and did not show the pictures we were shown of the colors we picked. 4/26 was the text mentioning "adobe cream" which we were told was the same Taupe color we wanted. ****** texted "No worry's at all, totally understand so just to confirm I'm gonna send you a picture and just say yes or confirm, so I can send it to our installers, also a picture where the corner posts would go I'm assuming you'd want adobe cream (which is that ****) but can do them midnight blue as well if you'd like just lmk :)"included was a digital picture of our house, showing the same colors we had originally picked. Taupe color and midnight blue with the white insulation. May 23, we contacted ****** because we noticed the wrong color being applied. He said he's reach out to his boss to see what could be done. We also sent a message to Dabella's online customer service to alert them of the issue. We've received threatening messages by email, text and letters stuck to our door with tape for payment. No communication on how to fix this issue, though. Not once were we contacted to resolve this. I've sent 4 notices by email, no response.

  

  Business response

  08/06/2024

  Thank you for bringing this matter to our attention, and we sincerely apologize for the initial frustration this has caused. We appreciate your patience as we worked through the communication issues. We have been in contact with the customer and are pleased to confirm that we have reached an agreement to reperform the service in the color you have chosen in our new agreement. We value your cooperation and are committed to providing you with the best experience possible. If you have any further questions or need additional assistance, please do not hesitate to reach out to us directly at ************, Option 1.
  Thank you once again for your understanding and patience.

  Customer response

  08/06/2024

   
  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,
  
  ***************************** And *********************************

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The sales person misrepresented how the product was going to be installed and i was talked into buying more windows then I originally wanted. Now the windows were installed and the screws that hold the locking unit in place are not tight to hold it in place. I was told the installers said everything was done properly but i know for a fact that this was not checked. The sales men did come back the day of the install and said he would fill out a fixing ticket and he would get back to me. Since then it has been a lot of empty promises and I had to keep calling for the last 4 months .

  

  Business response

  08/07/2024

  Thank you for bringing this matter to our attention. We deeply regret the inconvenience and frustration you have experienced, and we sincerely apologize for the delay in resolving your issues. We understand how important it is to meet your expectations and provide you with the best experience possible. 

  The customer met with our local General Manager, *****, on 7/31, we have taken steps to address the situation. The windows have been reordered, and we are actively working to ensure everything is corrected to your satisfaction. We appreciate your patience and understanding during this process.

  We are committed to keeping you updated and making sure that your concerns are fully addressed. If you have any further questions or need additional assistance, please do not hesitate to reach out to us directly at ************ Option 1.
  

  Thank you once again for your patience and cooperation.

  Customer response

  08/09/2024

   
  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. On the condition it is fulfilled because, they have said this a few times  before and nothing was ever done about it . I do not want this just to be an answer. I want it fixed. I have no reason to believe them yet because there was no follow though prior to this complaint.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a house located at ****************************************** I had windows installed by Dabella. Was told by the regional manager named ************ that the tile below my window would be removed. This was discussed at the table with his salesman named **** while *** was on the phone confirming this would be done. Upon returning home as the crew was finishing up, the tile was still in place. I reached out to *** and he tried to weasel his way out of the responsibility. We finally agreed that I would get a quote from another company and we would see what they could do. I got a quote for 1800 to remove the tile from below the window. We had the windows installed Nov 21 2023 and I had a quote the following day. Reached out to *** with the information and didnt get a response till Dec 7 2023 due to me not approving the work had been done and they were not able to collect payment. I spoke with *** on the phone that day and was told that would be receiving 1300 dollars, which I was willing to compromise and accept. *** assured me that I would be receiving that money via check and I just needed to approve the work. Havent heard from him nor the company since. *** reached out multiple times and no one has reached back out with where this check may be or whats going on. This company has neglected taking care of this issue. Very unsatisfied with this company and feel taken advantage of.

  

  Business response

  08/07/2024

  Thank you for reaching out and bringing this matter to our attention. We appreciate your efforts in obtaining a quote for the tile removal and understand that you reached an agreement with *** for compensation.
  Regarding the check, we did send it out on June 17th, but it appears it is still in transit and was never cashed. We apologize for this delay and any trouble it has caused. To resolve this matter promptly, we will be reissuing the check this coming week.
  If you have any further questions or need additional assistance, please feel free to reach out to us directly at ************, Option 1.

• Initial Complaint

  07/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March I spent 3hrs with DaBellas sales rep going over every detail of my shower project. I wanted my current shower removed and a new shower put in. It's a corner shower so one side would be a glass door and the other side would be a half wall with glass above it. I paid almost $7k at that time with the remaining $10k to be paid after completion. The work was to be completed 5/21. After the workers were done with the first day I went into the bathroom and noticed they built the wall to go almost all the way up to the ceiling inside of the 52" stated in the work order. I told them this and they were very confused and were saying that is not something they could do. So they left and didn't come back the next day to finish. I contacted my sales rep first and he told me not to worry, they would make it right and give me a discount. A week went by before hearing from a different guy, I think the project manager. We talked about the issue and he also told me they would make it right. A month later he told me they were going to custom order a door that would work and that I just needed to confirm the dimensions. They had the door measuring 54" high. Obviously, common sense tells you this is not high enough, which I told him. A few more weeks pass and he called me on 7/19 and said what I wanted, their installer does not do. He told me they can't refund me because they already put in a days work. He said I can have them come out and cut the wall down to the height I wanted and then I could hire a custom glass company to finish. This was absolutely not ok with me. I sent a text on the 22nd stating that if they received a work order for a service they do not offer they should have called and told me that. They should not have sent workers in to start a project they couldn't finish but still want me to pay for. I gave a second option, for a different shower, as a compromise as well. I then called and left a message with customer service and have had no response.

  

  Business response

  08/06/2024

  Thank you for taking the time to bring this matter to our attention. We deeply apologize for the inconvenience and frustration this situation has caused you. We understand how disappointing and stressful it can be when a project doesn't go as planned. Please know that your feedback is invaluable to us as we strive to provide the best experience for our homeowners. We genuinely regret that we have not met your expectations thus far.
  Our District Manager will personally be reaching out to you soon to provide an update on the situation and to discuss the best way to resolve this matter to your satisfaction. Thank you again for your patience and understanding as we work to address your concerns. If you have any further questions or need immediate assistance, please do not hesitate to contact us directly at ************, Option 1.

*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. ↩