ComplaintsforPiazza Home Improvement, Inc.

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid $27,498 for installation of new windows and trim. Work was completed poorly; warranty info not given on windows and now he will not return my texts

  Business response

  04/28/2023

  The customer contacted me after a prior contractor did not install her windows properly. The customer was frustrated and not happy. I took on the job to repair the prior window install as well as install additional windows. The customer was provided the warranty cards for these new windows after they were delivered. The customer was to complete and file the warranty information. The customer never asked anything about the warranty after the cards were provided.
  During the job, the customer and/or husband were present every day. They reviewed the work completed daily and had no issues. The husband often commented that he was pleased with the work and would refer me to anyone requiring work. When the job was completed, I had a walk through with the customers and completed a few tasks they requested be completed. For example, they asked me to re-caulk a small area and replace trim under a bay window. These tasks fell within the proposed work. After these tasks were completed, final payment was made as the job was completed. Contact between the customer and myself was via email or my office phone.
  I am extremely customer focused and take pride in the work I complete for my customers. I have never had a complaint in the 25+ years I have been in business and receive majority of my work via referrals. I stand by the work I completed for these customers and ensured they were satisfied prior to them making the final payment. Unfortunately, the customer was frustrated and agitated prior to and during the job due to being taken by the prior contractor and having to incur additional costs to correct his work. This other contractor did not provide a contract or license/registration information. Therefore, she has no recourse with his work and is now using me as the scapegoat. This was clear as she unnecessarily lashed out at myself and crew a few times during the job. This included calling us names with racist slurs. 

  Customer response

  05/26/2023

  We did hire piazza after the previous contractor installed a few windows and we did have a contract with them. However, it was bc the previous contractor damaged the interior wood that we stopped work with them and were not charged for all of the work due to the damage. We then hired piazza home improvements after a recommendation from his cousin. The owner was unprofessional yelling at his assistant the entire time. His finish work is sloppy and was not completed correctly as per the contract. When you open our bay window, there is a gap between the frame and window. We were NEVER given any warranty information. ******** window confirmed that the warranty sticker was removed from the window. ******** is now sending someone out to assess piazza’s work. We were also made aware that piazza is not a licensed ******** installer which potentially could void the warranty. The finish trim is cracked on bay window. The finish trim on dining room and third floor is not flush with wall and not completed as per the signed contract. There is paint all over the garage window bc it was not taped off before they painted. They polyurethaned before properly cleaning the surface over a layer of dust and there are many drip marks. There are gaps in the family room finish trim bc the wood cuts were not correct. When my husband and I told him we were not happy with the outside trim on bay window, the owner exploded saying “you’re going to bust my balls over caulk.” It was not the caulk but the sloppy cut he tried to cover up with caulk we were unhappy with. We told him we would like it redone to which the owner replied “ I’ll rip this ******* window right out!”His worker apologized for his behavior. NEVER did I ever use any racial slurs toward him or his crew. Claiming this is defamation and I will be seeking legal counsel. His crew was very nice as we felt bad for how they were being treated. I contacted the owner via text multiple times about the issues as this was the normal communication we exchanged to which none of my texts were answered. His cousin did make him aware that there were issues and she agreed the job was sloppy and not done right to which Piazza responded “I’m in FL for the month, maybe I’ll contact her when I get back-he has not contacted us. We paid a lot of money for high-end work, but the work looks worse that before it was done. The pictures speak for themselves!

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