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Complaint Details
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Initial Complaint
03/03/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
We need new windows in our home and contacted Global Home Improvement for a consultation. The representative, *****, came to our home on 11/5/22. After the presentation, we decided to use their company and paid a $3K deposit for new windows, contingent upon getting approved for financing for the remainder of the cost. I advised the representative who visited our home 11/5/22 that if the financing wasnt approved, I would not be continuing with the purchase and asked if a refund would issued in the event that the financing was not approved, to which he responded a refund would be issued with no problem. I was contacted 11/7/22 by that same representative, *****, and advised that the financing was not approved. I then requested a refund. He sent me several texts, emails, and even called, continuing to make offers, possibly stalling, because by 11/14, knowing I didnt wish to continue because I wasnt approved for financing and didnt want him to hold the funds until i came up with the cash balance, I again requested a refund and was refused, and told i had 3 days to request the refund after the contract date. Although he knew we would not be continuing because we told him so, he continued to be very pushy and just decided to keep the deposit although no windows were ever ordered and no date for install was scheduled. By 11/14/22, the representative denied my refund, so I went to the card issuer, Upgrade, to dispute the charge. I filed an additional complaint because they will not return the funds either.Business response
05/03/2023
I reviewed this customer file. Job was originally sold in November, wit CC deposit and balance suppose to be financed.
Customer was declined by our first lender. After that sales person contacted customer back and talk to them about financing thru second look program, that allows loans with lower credit score. Customer agreed to try. Our finance department send them new paperwork to fill out.
This where communication stops,. We followed up , without success. At no point we received any email, call or other communication from homeowner indicating that they want to cancel.
After multiple tries, we actually cancelled job and money were refunded to CC last month.
I hope that helps,
Thank you
*********************, CEO
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Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.