Business Profile

Roofing Contractors

DaBella

Headquarters

BBB Accredited Business A+Rated by BBB

Important information

Customer Complaint:
This BBB Business Profile for DaBella headquarters is an aggregate report for all company locations, reflecting consumer experiences of 42 DaBella locations nationwide.

Complaints

This profile includes complaints for DaBella's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

593 total complaints in the last 3 years.
199 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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:10/06/2022
Type:Order Issues
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.
To who it may concern,I gave Dabella a verbal cancellation and written cancellation to cancel my contract effective 10/03/2022. Within the 3 days cooling period ******* my right to rescission. In which I wrote a check for $650 and applied for their in-house finance. I have been told numerous times that the General Manager from the ******* location will call me, which I have spoken to the General Manager, and that person said that they will cancel it, but other customer service representatives told me I would get a mail to cancel this contract which is leaving me confused. I will remove this BBB review once I can get a cancellation receipt or a document stating that my case is CLOSED.
Business Response
Date: 10/06/2022
To whom it may concern,

Thank you for bringing this customers concern to our attention. We had previously cancelled the customers account and sent a cancellation email confirming this. Due to a representative mentioning a cancel letter, which usually takes upwards of 10 days to get to a customer, would be coming as well. Because they didnt get the letter immeidately they filed the complaint. The General Manager of the ******* office was able to return their deposit check and get a cancel letter in their hands today. At this time we consider this matter to be closed.

Thanks,
Customer Answer
Date: 10/06/2022

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. Case closed.

Sincerely
Initial Complaint
Date:10/04/2022
Type:Service or Repair Issues
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.
They installed a new roof in July 2022, we paid them with two service items noted to be fixed. Replacing the pipe boots on the roof, and cutting back the metal sheeting to inside the gutters. First contact they said it would be 30 days to order the pipe boots, after the 30 days didn't hear anything were total they didn't get ordered. we will get on it, then the last contact on 9/25 they said they get with us within 7 days. Still haven't heard from them. I just want the boots replaced and the metal sheeting cut back.
Business Response
Date: 10/20/2022
To whom it may concern,

Thank you for bringing this customer concern to our attention. We have a team going to the customers home today to perform the necessary services to resolve their concerns. We will be in contact with the customer throughout this process to ensure all issues are resolved.

Thank you,
Initial Complaint
Date:10/01/2022
Type:Service or Repair Issues
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 August 18, 2022, I signed a contract for a shower project. I was assured that the project would be completed no later than September 28. It was strongly suggested that the project would be completed earlier since all of the materials were in the warehouse. I gave them $2500. It was not processed for nearly a month.On September 19, I received a call from *** who was now in charge of the project. She said the paperwork had just been submitted. She could give me no estimate as to a date of completion and was extremely difficult. I asked to speak to a supervisor. She stated that they couldn't do anything, but said she would have them contact me. I called the salesman who told me to contract him any time with questions or concerns. I called him on September 19 and 20, leaving detailed messages (*******************************). He did not return the calls. I did talk to his apprentice, *****************************, on the 18th, sharing my frustration and concern, asking him to give ****** the message. I received no return calls.Hearing nothing, I called *** on September 28, to get an update. She was unavailable. I ended up talking to *****. I gave her all the above information and she assured me she would get back to me on Friday. By 3 in the afternoon, I had not received a call, so I called ***** at ************. She did not answer and I left a message. I would love to cancel this whole thing, but I was told that it was not possible. I have gotten no estimate on the date of completion of the project, and we will be leaving on a trip out of state in two weeks. I have sent comments/concerns via email, to no avail. Any assistance you could provide would be greatly appreciated. I do have all paperwork, but I do not know how to upload.
Business Response
Date: 10/18/2022
To whom it may concern,

Thank you for bringing this customers concerns to our attention. We have been working with the home owner to get her issues resolved. We had a door sent to us, but it was the incorrect style and are waiting for a replacement to arrive. We have been in contact with the home owner regarding this and kept them aware of the situation. We will continue to work with them to get this issue resolved.

Thank you,
Customer Answer
Date: 10/18/2022

Complaint: 18154592

I am rejecting this response because:
The shower was installed last week with the wrong door. A manager contacted me and said that the correct shower door would not be ordered until I paid the bill. He said that the project was substantially completed and it was functional. Based on my experience with this company, I am not assured that the door will be replaced in a timely manner. I did send an email to the manager stating that I would pay the bill when I received a bill with the anticipated date of completion. There is a spot on the floor that needs to be removed. I did include pictures. I have not signed, nor have I been asked to sign anything, and I have not received a bill.
Sincerely,

************************************
Business Response
Date: 10/26/2022
To whom it may concern,

Thank you for providing us the customer response. The General Manager has been working with her to resolve the issues she is experiencing and on 10/20/22 we placed an order for a new shower door. The General Manager also provided the homeowner with their personal cell phone number to ensure there are no gaps in communication moving forward. At this time the homeowner told the General Manager that will satisfactorily closed the BBB complaint.

Thank you,
Customer Answer
Date: 11/06/2022

Complaint: 18154592

I am rejecting this response because:
As of this date, 11/6, the project is not complete.

Sincerely,

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

Customer Answer
Date: 11/14/2022
The project has been completed.

*************************************;
Initial Complaint
Date:09/29/2022
Type:Service or Repair Issues
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.
I originally agreed to receive siding and gutters on 4/21/22. I did not hear from anyone by July, so I called to cancel my request. They said they would get a contractor to start the next week. They came out (with no heads up) for 2 days, then left all the old materials and siding, nails, etc for a week. I called and asked them to get it out of my yard. They picked up the big piles of materials and did nothing else. I picked up the nails, plastic, garbage, etc myself and put my gate back together (dont know why they took it down). I told them the siding wasnt done at that point (old rotted belly band was still up, and trim work was not great in some places, among other things). They installed the gutters and Still hadnt finished the siding. A rep came out and agreed it wasnt finished and created an addendum with pictures and a list of things left to do on the house. I have been contacted every day this week by the company to sign a form from the financial institution to say the work is completed. The form says not to sign until the work is complete. I let him know that, and he agreed several times that the work was not done but insisted I sign the form immediately (tonight) or pay him in full in cash. I told him I would review the forms again and have a third party review. I will not be singling a form stating the work is complete when its very clearly not, and I do not appreciate this associate showing up at my house at 7pm unannounced to force me to sign something or insist on collecting cash from me immediately. This is completely unprofessional and I do not feel safe with this company.
Business Response
Date: 10/07/2022
To whom it may concern,

Thank you for bringing this customers concerns to our attention. We have been working to resolve this customers concerns as promptly as possible. We will continue to work on the issue for the customer and provide a resolution as soon as possible.

Thank you,
Initial Complaint
Date:09/28/2022
Type:Service or Repair Issues
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.
they promised to have a bathroom installed in my house by AUG 1 2022, its now Aug 28 2022 and they have yet to start install on my home, i try to reach out to them with no response, they wont give me a response. i have already paid 5000$ to ******* and they wont contact me.
Business Response
Date: 10/06/2022
To whom it may concern,

Thank you bringing this customers concern to our attention. At the time of this response we have successfully installed her new bath and based on the customers notes on the completion form, she is happy with the install and completion. At this time we consider this matter to be resolved with the customer.

Thanks,
Initial Complaint
Date:09/28/2022
Type:Service or Repair Issues
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.
We have been waiting for windows since March 5 2022. Just learned today the windows are in. Now we just learned it will be another 6 weeks until they can be installed. This is rediculous to wait this long! I am not at all happy. We have other projects that have had to get pushed back because of this. I have called repeatedly asking when the windows would be here only to be told over and over again this or that delay. How many times will the install now be delayed? My trust in your company has failed. I feel you have not lived up to our agreement. Our original install date was supposed to be no later than June! Now I see you are offering discounts on windows. How many orders will you get if people know they will be waiting close to a year?I have contacted customer service several times to no avail. I can't locate contact info for the *** or general manager. We borrowed money for the down payment on the windows (approximately $8900) and have since been paying 5% interest with no product to show for it. I feel this company has not honored the attached contract, as the estimated start date was June 10, 2022. 3 months was a reasonable amount of time considering the economic climate at that time. However, we've been given an install date today of November 7, 2022.
Business Response
Date: 10/07/2022
To whom it may concern,

Thank you for bringing this customers concerns to our attention. We have been working to resolve this customers concerns. The damaged window was shipped today and once the full order has been received we will be placing this customer as our number one priority for install. We will contact the customer once the window arrives to schedule out the installation.

Thank you,
Customer Answer
Date: 10/08/2022

Complaint: 18142949

I am rejecting this response because:
On 9/28/22 we got a phone call from Dabella saying our windows were in (*****) and they gave us an install date of November 7. No one has ever contacted ** or informed ******* broken window. Every time we contact them about the ************** given a different story. We were told it was supply line issue. We were told the windows were done but didn't get on the truck. We were told the windows were on the truck but no driver to get them here. We were told they were on the way. We were told they were here. If they were here on 9/28 then why arent they getting started? I'm tired of excuses and no results. This has cost us time and money as we have waited more than 7 months now.

Sincerely,

***************************
Initial Complaint
Date:09/28/2022
Type:Service or Repair Issues
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.
We have used DaBella in the past to replace the windows in our home. The work was great and fast. Since the experience with the windows was good, we decided to have them put new siding, box in the soffits, and replace the gutters. Upon calling them, they sent out someone to provide the information that we were seeking. We agreed on a time and fee to get this project done. The date was scheduled to begin on July 11th. While we were on vacation in in May 2022, we received calls stating that the contractors were at our home to start working on the gutters. After reminding them that we were on vacation and that the siding needed to be done first, things stopped. The dated came and went to start the siding project. Many phone calls were made over the next several days, supplies were delivered, but no one showed up. Contractors showed up 2 days early, after the date was rescheduled, without any notice or phone call from DaBella or the contractor, which resulted in one of us staying home from work for the next 2 days. Very sloppy removal of the old stuff, no clean up done when job was finished. There were nails, paper, scraps of siding pieces left everywhere. The finishing touch *** on the painting are horrid. Approximately 2weeks after the siding was done, we contacted DaBella regarding the gutters. It was several days, if now weeks, before someone came to do the gutters. They only put gutters on the front of the house due to there not being enough space between the porch roof support beams and the eves, to put new gutters up, even though we were told that they could put gutters up on the back. We have to con tact another gutter company to do the back of the house. The gutters leak, the silicone is coming off where they put it on the facia. The contractor showed up stating that he would come fix the paint, that was 2 weeks ago. 1 contractor showed up for 8 minutes to fix the gutters on 9/22. Someone else was to be here today, 9/27. but no showed. Have more, no more room.
Business Response
Date: 10/07/2022
To whom it may concern,

Thank you for bringing this customers concerns to our attention. We are still working to resolve the customers concerns and will continue to work towards a resolution. We will provide an update once we have additional information to present.

Thank you,
Customer Answer
Date: 10/07/2022

Complaint: 18139637

I am rejecting this response because:
Appointments that were scheduled for someone to come to my home last Friday. September 30 was cancelled, and we were not notified until we called to ask when the person was going to be at our house. We were told that our point of contact was transferred to a guy named ****, General Manager at the ******* office and that he would contact ** the next day, Saturday, October 1. We were told that he was out sick and would be returning the next day. As of today, October 7, no one has contacted us, and the issues have not been resolved. I have pictures that need to be uploaded on to my computer.

Sincerely,

***** & *******************************
Business Response
Date: 10/20/2022
To whom it may concern,

We are sorry that the customer has continued to experience issues with contact. The General Manager of the ******* office will be reaching out 10/21/22 to work with the customer to address their concerns. We will continue to work with the customer to resolve their concerns.

Thank you,
Customer Answer
Date: 10/21/2022

Complaint: 18139637

I am rejecting this response because: no contact was made on 10/21/22. Getting tired of the run around.

Sincerely,

***** & *******************************
Business Response
Date: 11/03/2022
To whom it may concern,

Thank you for providing the customers response. The issue at hand is that the facia on the home is rotting and causing the gutter to "leak". New facia was not a part of the contract the customer signed, so we did not replace them during the installation. There are not any issues with the gutters or siding themselves, just the facia. We attempted to explain this to the customer, but when we did so they hung up on us and filed a BBB complaint. We have done everything we agreed to with the customer in the contract and at this time there is nothing further we can do as we consider this issue to be resolved per our contractual obligation.

Thanks,
Initial Complaint
Date:09/27/2022
Type:Order Issues
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.
I sat threw 2 hours of the sales men, we agreed upon a price, we signed a contract, they took my deposit, financed me, then 2 weeks later called and said they couldnt do the job unless I pay MORE money! Contracts mean nothing to them and thats a real shady way to conduct business!
Business Response
Date: 10/06/2022
To whom it may concern,

Thank you bringing this customers concern to our attention. The sales representative quoted the customer an incorrect price when pitching the sale, which is of no fault of the customer. When we tried to reach out to adjust the price to reflect the correct price, the customer declined. We then cancelled her contract immediately. They were emailed a copy of the cancellation on 9/27. The customer is not under contract and does not owe anything.

Thanks,
Customer Answer
Date: 10/07/2022

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.
What they did was bait and switch, you high pressure sold me into a contract that night, got all of my info, ran my credit, took my deposit, then tried switching the price at the last minute! If you had quoted me a different price that night I would have said no and never given you all my info! All I want is for this company to honor the contract and do the job at the price we agreed upon the day we both signed the contract, instead I get canceled because I didnt fall for their bait and switch tactic!

Sincerely,

*************************
Initial Complaint
Date:09/26/2022
Type:Product Issues
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.
I signed a contract with this company on 11-2-21. The work was to begin 5-19-22. From the time of signing the contract until the middle of January, 2022, I was never contacted by the company to let me know the progress of my windows. I called them and said I wanted to cancel the contract for their lack of communication. I was told it was too late for that and that the windows were already being manufactured. I contacted them again several times before the installation was to take place and was ***** told the same thing. I had surgery the middle of May and notified this company I would need to change the installation date out about 2 weeks. They said they would call me to set up another day. I never heard from them and about mid-June my doorbell rang and there were two men at my door stating they were here to install *** windows. I told them I was supposed to have been called but never received a call from DaBella, Alside (maker of the windows) or the installer, **** (unknown last name) but since they were already here, to go ahead. I had oak trim around the inside of the windows which was removed with no care breaking many of the boards. Removing the windows caused damage to the outside of my home which is stucco. inside trim, which was oak, was replaced with pine which was not acceptable. The grout work on the outside of the windows was done so sloppily that a first grader could have done better. These windows cot me $37,652 plus $19.513.50 interest making a total of $57,172.50! ****** with DaBella said I would be getting a $6,000 refund. Not received yet! I have been back and forth with DaBella and Alside but am always told they are waiting for word to get these windows done correctly including replacing the pine trim with oak. it's now been another week since hearing from anyone. I need help to get a fire lit under these people to get my window installation done to my expectations. I have been making payments to ****************** since May, 2022.
Business Response
Date: 10/06/2022
To whom it may concern,

Thank you bringing this customers concern to our attention. We have been working with the customer to resolve her issues, but they are experiencing delays with our manufacturer, not us as a company. The General Manager reached out to her today and spoke with her and arranged a meeting for 2pm 10/7/22 to sign the settlement agreeement and ensure the refund they mentioned is honored. We will continue to work with this customer to address all her concerns.

Thanks,
Customer Answer
Date: 01/18/2023
Today I reached out to my local BBB only to find out that my above complaint against Da Bella was closed on 10-6-22 due to you folks not receiving a response from me. I utilize gmail for my messaging and I honestly did not see the messages sent to me regarding said complaint. Gmail only shows me 30 messages at a time and I didn't see them.

Please resend the complaint response from Da Bella as I have had absolutely no contact from them. I initiated contact again to ******, the representative from Da Bella, but did not receive his response. I did get a phone call from **** (the new Da Bella representative) stating that he read the message I sent to ****** and he wanted to let me know he would see that things would be taken care of. I even sent him photos of the unprofessional installation of the windows. I then called ****** with ****** Windows, the company that fabricated the windows, to ask for the name of the installer, his business name and the date of installation. This was on January 11,.2023 and to date I have not had the courtesy of his reply.

Due to nothing being done on the part of Da Bella, AlSide Windows and the installer, I would like to reopen this complaint. I have thus far paid $13,000 against the cost of these windows of which $1,266.55 has been used for "finance charges". With a high credit score, I should not have to pay such exorbitant finance charges. I'm trying to pay these windows off quickly so that the "finance charges" don't eat me up alive! Total finance charges for the term of this contract are $19,513.50.

Thank you for your help in this matter.

**********************************
Business Response
Date: 02/01/2023
To whom it may concern,

Thank you for providing us with the customers response. The new General Manager of the ******** office has been in contact with the customer and our last point of contact was for the customers personal friend, who is *********, was supposed to contact the office to discuss the repairs, but we have not heard from them. The General Manager will be reaching back out to ensure this happens as soon as possible.

Thank you,
Initial Complaint
Date:09/26/2022
Type:Order Issues
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.
We signed a contract with ********************** on 8/18/2022 for the replacement of windows in our home. The critical decision point for us to choose ********************** was they confirmed they could replace our current windows, including large picture windows, with the same sizes and configurations "like for like". The Sales representative measured all the windows and quoted us a total sales price with no mention of any potential problems or issues. Based on **********************'s assurance, we submitted a deposit for $25.000.00 to initiate the contract. On 9/8/2022, manufacturing representatives from ********************** came and did a "critical measure" to insure the factory had the exact information needed to build the windows. There was no mention of any issues with the sizes of any of the picture windows measured. We also added an additional window because we wanted to insure all the windows through-out our home were "like for like".On 9/20/2022, we were informed that 2 of the windows could not be built as measured and quoted. Based on this information I requested that ********************** issue a refund of our deposit as they could not fulfill the contact as written and agreed. Again, we signed based on assurance from our sales rep ********************** could replace the windows "Like for like.On 9/21-23/2022 ********************** proposed alternatives that were NOT "like for like". The replacement windows proposed would include end vents which we stated specifically we did NOT want. I have spoken with representatives from ********************** on multiple calls, and they are unwilling to provide a refund, and insist we compromise to there alternatives. Compromising for an alternative suggested is unacceptable. We would prefer to stay with our current windows and continue to look for acceptable replacement alternatives.
Customer Answer
Date: 09/29/2022
Hello BBB resolutions team,
Please note that case #******** has been resolved.
DaBella responded promptly to our complaint and agreed to provide a full refund of our deposit within 2 weeks.

Thanks and regards,
*************************

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