Complaints

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to formally lodge a complaint against DBC Remodeling and Construction in Erie, PA, regarding an ongoing issue with a leaking slider window in a sunroom they built and installed end of November 2020. Despite multiple attempts to rectify the situation, the window continues to leak, causing water to accumulate on the floor. To mitigate the damage, I have resorted to using puppy pads to catch the water. The leaking may have started immediately and not detected as a portion of the Luxury Vinyl Tiles underside feels soft/lifted and residue is visible where tiles meet. The sunroom/covered porch/painting project was a significant investment ($100,000+). The persistent leakage has not only compromised the functionality of the room but has also caused undue stress and inconvenience, not to mention the fear of mold and mildew and a health issue. I have reached out to DBC on numerous occasions to address the issue, and while they have made several attempts to fix the problem, none of their solutions have been successful. Therefore, is it possible the window or frame or unit is defective? The weep holes and/or channels that release the water appear to be not properly draining and the overflow leaks inside the sunroom, causing water damage. I've been patient and tried to work with the builder to resolve. On 4/4/2024 I sent another photo of the leak to DBC, then followed up 4/21/24. Now the owner, Doug Bierer regretted to inform me that they are unable to assist with this matter as we are outside of their warranty workmanship period for this project. However, this issue has been ongoing for years. At this time I have no recourse to rectify this situation as they are the only contractors certified in building these types of sunrooms. As a widowed senior, I am stuck with a leaking window for the life of this relatively new and expensive sunroom. I appreciate your attention to this matter and any help you can provide to rectify my dilemma. Thank you.

  Business response

  05/02/2024

  We understand the importance of maintaining your sunroom in optimal condition to ensure your continued enjoyment. While we appreciate your bringing this issue to our attention, it's important to note that you notified us of the problem more than two years after the expiration of our labor warranty. Nonetheless, we are willing to address the issue and determine whether there is a manufacturer’s defect. If such a defect is identified, the necessary parts will be provided to you at no charge. However, as we are outside of the labor warranty period, we will need to invoice for any labor required to fix the issue. It's worth mentioning that we have previously addressed this issue at no cost on March 26th, 2024, even though it was more than two years past warranty period at that time.
  
  Regarding the floor bubbling concern, we documented during our last visit that the temperature was 42 degrees, yet you have chosen not to heat your sunroom, despite it having a heating unit and being a four-season room. It's important to understand that like any other space in your home, products such as flooring, drywall, paint, wood tongue and groove ceiling, and subfloor underlayment are all susceptible to damage if exposed to unconditioned environments. 
  
  To ensure that we properly assess the situation, we are willing to conduct a free evaluation on Monday, May 6th at the appointment that we set up with you. If it is determined that there is indeed a manufacturer’s defect, the necessary parts will be provided to you at no charge. However, any labor required to address the issue will need to be invoiced, as we are beyond the labor warranty period.
  
  Thank you for your understanding.

  Customer response

  05/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this is pending.  For your reference, details of the offer I reviewed appear below.
  
  It was my desire to have a high quality, lasting addition. The investment was substantial. The leak was communicated to DBC when noticed. Unfortunately, 2-1/2 months they finished installing the outdoor shades on the new porch, there was a water leak the whole width of the inside plaster of my family room where the porch roof tied into the home. That dreadful problem consumed my life and took 8 months of considerable time and effort to identify and correct... consulting with experts such as Leaf Filter, Erie Insurance, and various experienced roofers. It was determined wrong roofing materials were used. Asphalt shingles should not be installed on a roof pitch less than 2/12. The porch/sunroom drawing also indicates the porch roof is 1.25/12 pitch. 
  Regarding the sunroom, I have heated the room. On March 26, the day another weep hole was drilled on the window frame, Erie's temperature high was 51°-52°, very pleasant that time of year. 
  Friends of mine have a second story unheated 3 seasons decked sunroom and they do not have any issues. 
  I also am aware my problem is not unique; there are other clients of DBC  that experienced leaking slider windows. I'm not the only one experiencing a lemon.
  
  Has a consultation with Better Living, the manufacturer of this sunroom been appraised of these flaws? There is a warranty on their sunrooms.
  
  I look forward to another evaluation on Monday, May 6 and hopefully get to the root cause of this ongoing problem.
  
  Thank you.
  
  Regards,
  ******** *********

  Business response

  05/13/2024

  On May 7th, a team of four highly experienced members of our company visited your residence to evaluate the reported issue with the window. We conducted a thorough test by spraying the window and the surrounding structure with a high-flow hose for a duration of 30 minutes, totaling roughly 100 gallons of water at a significantly high pressure. Despite our efforts, we were unable to replicate the leak as it was explained to us.

  
  While spraying, we paid particular attention to the window tracks, as you mentioned a concern about them overflowing during rainfall. However, we found that they drained clear and were capable of handling the high flow rate with ease.

  
  After an extensive evaluation, we were able to force a few drips on the inside of the window when spraying at an upward angle, from an extremely close distance (6”-10” away), and at full pressure. We want to emphasize that this level of water pressure and volume, combined with such an unusual angle, is beyond what a residential window is designed to withstand. It would require an act of God or a perfect storm scenario to produce a similar result. We removed the window and found that at the very top of the window there was a section of the weatherstrip that was short and could be addressed to improve the situation.

  
  To address this concern, we have come to the mutual agreement to replace the weather stripping on the window at no charge, as a good faith effort. We have initiated the process with our supplier, and once the new weather stripping arrives, we will promptly schedule its installation. We explained that this process will take approximately 2-3 weeks, and all parties are in agreement on this resolution effort.

  
  In the meantime, we kindly ask that you keep us informed and provide photo documentation of any further leaks you may observe, so we can gain a better understanding of how the water may be appearing. 

  Customer response

  05/18/2024

  [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 (install new weather stripping on the pair of windows) is satisfactory to me. 

  As discussed, I will continue to record any further water leak issues. 
  
  Regards,
  ******** *********

• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had DBC work on 3 house remodeling/repair projects. They all had either unsatisfactory work or I was not refunded for work that did not occur. DBC has done great work for me before so I assume this is just a glitch in their usually high level of service which I know can happen. Unfortunately repeated calls and texts to various team members and even the owner have not resulted in any resolution. 1. Soffit repair - they repaired 20 feet of soffit but charged me $2977 up front to do the full house perimeter soffit. They indicated they would refund any work not needed. The team was already here working on a wall removal and they were able to reuse my existing soffit material. 20 feet out of 168 total feet is 12%. 12% of the full amount is $358 so I am asking for a refund of $2619 ($2977-$358). They only offered me around $1400 in refund. 2. Wall removal - they removed a portion of a wall as requesed but just left it unprimed and missing the floor base trim. I paid $4482 for that assuming it was a load bearing wall. We discovered that it was not load bearing so the work required was less. I primed the wall myself. I am only asking that they return to install the floor trim pieces so it looks like a professional job. Since I overpaid for the work, it seems like a fair compromise. 3. Basement waterproofing - I paid around $10,400 for basement waterproofing. The perimeter drain system works but there are wet spots in the center of the floor. They came over and globbed some cement on top of 2 of the spots. While that may have solved the wet spot issue for those two places, now I cannot install flooring in the basement as the patch job is above the floor surface. It will need to be removed first which will re-expose the wet spots. I need them to figure out why the basement is not fully waterproof and fix it properly and in a manner that will allow me to install a floating floor in the future. If they resolve these issues, I will may use them again in the future.

  Business response

  10/25/2022

  “DBC is a company that deeply cares about our customers.  It is always our aim to improve their lives with professional work and a professional experience.  Regarding this situation, we are working hard to resolve any and all concerns.  We have sought to stay in contact with our customer and discovered there was an issue with an incorrect email that has now been resolved.  As the owner, I personally apologized for the mistaken billing and issued an additional credit, making his final balance $0.  I spoke with the homeowner on the phone, and we had a really good conversation.  He accepted the credit that was issued and agreed to a clear plan of resolution.” 
  
  
  Thank you,
  
  Doug

  Customer response

  11/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Hello ********,
  I had not responded as the company has not yet addressed my concerns and I wanted to give them the opportunity to do so. My only response options were either I was satisfied or dis-satisfied with the company's response and they had not addressed my issue at that time. If you are able to re-open the case, that would be ideal but if not I will open another case. Thank you.

  
  Regards,
  ***** ****
  

  Customer response

  11/21/2022

  Hello ********,

  
  The business has now satisfactorily addressed my complaint and I would be happy to close this case. Please let me know what else I need to do to facilitate that closure and thank you very much for all of your assistance with this resolution.

  
  Regards,
  ***** ****

*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. ↩