ComplaintsforProedge Remodeling Inc

• Initial Complaint

  06/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On May 7th, we had a ProEdge representative come to our house and give us a quote on our windows and if we put down $1618 down that day they would take almost $2000 off the price. So we did put that payment down. Unfortunately, we had an unforeseen emergency come up and we can no longer afford the windows. I called to cancel the project as it hasn't even been started yet and i called on June 4th and talked to someone named ****. She said she would get back to me with an answer. I didn't hear back from her so i called the following day twice and was sent directly to voicemail. On June 6th, I received a phone call from the manager *********************** saying we were not allowed to cancel our windows had just been made that day. So all the sudden when i call to cancel, 2 days later my windows are magically done after being told they weren't going to be made until July because they were backed up on orders. The project has no set start date and ******************** threatened me and my family saying he was going to put a lien on my property and mine and my fiancs credit score would tank and that I wasn't allowed to cancel and had to go through with the project. He said no one cancels on him and they give everyone a 3 month waiting period before starting to put the windows in. He was rude and loud and wouldn't let me speak. He called me again today to explain he was sending my account to collections if I did not give him an answer in 24 hours. I already have been in contact with GreenSky the loan company ProEdge uses and they have a block on my account. They said ******************** isn't able to do anything with my account until the case is resolved. He is calling myself and my fianc making threats and trying to scare us into continuing to go thru with the project. Again, the project has not even been started, no date set. We do not want our deposit back so we can just be done with this company. I do not want them at my house.

  Business response

  06/21/2024

  On May 7, 2024, the customer signed a contract with ProEdge Remodeling for a custom-made window replacement project. The contract describes the exact specifications, style, location  and price of the windows that would be built specifically to fit the customers home. In addition, the contract which the customer signed clearly states that the buyer may cancel the agreement/transaction, by providing written notice before midnight of the third business day after the transaction date, without any further liability or expense to the buyer. 

  
  Several days later, a ProEdge Remodeling representative contacted the customer to schedule an appointment at her home to conduct a pre-inspection and measure. The customer agreed to have our technician come to her home on May 20, 2024 at which time the inspection was completed. At no time did the customer indicate that they had any issues or reservations about the upcoming window installation. Upon completion of the inspection, the customer's custom made windows were put into production.

  
  As noted, the customer contacted ProEdge Remodeling by phone with the intention of canceling the contract on June 4, 2024, nearly 1 month after the legally required written cancellation due date. At that time, the customers windows were well into production at our factory. Again, the contract the customer signed clearly states that if written notice of cancellation is not provided within the legal cancellation period, the customer is legally obligated to all terms of the contract.
  

  ProEdge Remodeling has in ggod faith attempted to work with the customer to assist her with fulfilling the obligations of the contract in an attempt to complete the window installation project and avoid penalties and fees which would be incurred. 
  

  
  

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I canceled my the contact due to a finical hardship and they told me I had three businesss day to do so which I did signed the cancellation and sent it back got an email from ********************* stating that my check was signed and sent to me on March 18 it is now the 3 of April and I have yet to receive my refund on this product very disappoint with this company and I paid the down payment all in cash

  Business response

  04/10/2024

  The customer's deposit was refunded and returned via UPS overnight mail on 04/04/24.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have received more than 10 calls in the last week from this company. Two times I was able to answer and requested to be taken off of the calling list. The last time the person on the phone was incredibly rude and pushy questioning why all of the sudden I was no longer interested in buying windows, when I asked to be taken off the list she told me there was no list. Today I was called again and while trying to explain that I have asked to be taken off the calling list the girl on the phone continues to speak over me and said she could only take me off of the list if I gave her the date I signed a contract and who I signed the contract with for a new company. I told her this wasn't information she was *********** and she told me they would be calling me again and hung up on me. I understand having a business is following up on potential customers but they are literally bullying people and harassing people.

  Business response

  04/03/2024

  We are extremely sorry about the disappointing experience you had with our company. Please know that we have taken immediate steps to address this issue and removed your information from our records so that you will not be contacted again. Once again, we apologize for this inconvenience.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Contract was signed 3/10/23. Work was performed on 6/14/23. One issue is that one of the six new doors installed was a storm door that was supposed to have a top and bottom window where the top window would slide down leaving a screen behind. They installed a door that has the screen on the bottom. We noted this at the time of installation with the installer who tried to help switch the screen but couldn't. He had us make a note on the workorder approval sheet. The second issue is that the same door doesn't stop the rain from getting inside that door. Alot of water passes through to the main entry door. I have tried many times to reach ProEdge to get help correcting these problems. I have tried to contact through their website several times getting only an automated email response that says we'll be contacted shortly. I then made phone calls where, again, I was told someone would respond shortly. However, they don't call back at all.

  Business response

  01/16/2024

  We have received notification from the customer regarding issues with their door. Our Installation Technician will be reaching out to the customer shortly to schedule an inspection to rectify the matter and ensure satisfaction with the project.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This order was placed back in May 2023. 8 windows & a screen ************ Since order placed no communication other then contacting sales rep a ************************* who no longer works for ********** contact number has been disconnected . Spoke to a woman believe name ******* at ************ on 11/1/2023 was advised windows being sent from factory should hear in a few wks nothing.11/28/2023called today at number again left word earlier & feel refund of my down payment is due. since then spoke to ******* will refer to supvr . Did received a call from a Mr ************************ from number ************ who advised sorry about problem can have them out 12/13/2023 to do job he is just a middle man as well . He feels that it would be more a hassale for me to get the refund on deposit even thou they still have made no attempt to keeping me informed. There is still a balance owing at time of installation in sum of $8,413.00 . I feel something or compensation should be made to continue with this job or I will be out my deposit of $8,414.00. ************************* will check with his Supvr on outcome.

• Initial Complaint

  11/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 5/15/2023, I meet with the ProEdge salesperson, ***************************, to discuss having new windows installed at my home. When we spoke, I specifically told him that the windows need to look like the other windows in the townhouse complex and that *** will need to be notified. He assured me ProEdge has worked with other complexes in similar situations and would handle everything on their end. His assurance was why I signed the contract that day and subsequently put down a deposit. He told me it would be around 6-8 weeks before the project would be started, and I should expect a call for a pre-inspection appointment. After 8 weeks, I called ProEdge on 7/17 and spoke with ********************* to get a status. She said the *** had requested pictures and was waiting for them to get back to her. I called back on 8/4 to request yet another update and to let her know I did not receive the email chain and again verified my email address with her. She finally had ************************* forward the email chain to me. Once I received the email, I responded to the *** to see if I could get the process going. Your salesperson, ****, misled me when he said that ProEdge would handle everything on their end with the ***. After much back and forth, I was finally able to get a pre-inspection appointment scheduled on 8/23 so that the *** / *** would be there to see what the new windows would look like. ******************* was to send the requested information to the ***, ***, and myself after this appointment. Since I did not see any email from him, I sent an email on 8/25 to get the final paperwork. The *** / *** said they needed a current copy of the installing contractors MA ******************************* and certificate of insurance. I sent follow up emails on 8/31, 9/6, and 9/8 for updates with no concrete timeframe on when the requested paperwork would be provided. On 9/13 after months of back and forth I sent an email to *******************, ***********************, and ********************* to request a refund for the deposit of $3,666 that was paid via credit card on 6/1. That seemed to elicit a response. On 9/20 ***** sent over all the necessary paperwork except for the building permit. At this point I responded to get the *** / *** approval however I AM NOT WAITING for their final approval since I am the one paying for the install, and they indicated in an email that they feel that the new window is similar enough for approval and to likely be the template for any new windows owners may want to install in the future. We need current copy of the installing contractors MA ******************************* and certificate of insurance. On 10/2 I asked ***** if she could put me on the schedule so that by the time you receive everything, I am not waiting an additional 1-2 weeks. On 10/23 ***** responded that the building permit was on hold due to the address being part of the historic district. I reached out to the historic district commission and was subsequently told on 10/23 that this was not the case and ProEdge could move forward with obtaining the building permit. I sent this information to *****, and it took them another week to get the building permit. She stated on 11/1 she has contacted them 3 times with no response. I called the building inspectors office the same day, 11/1, and they immediately issued the building permit.

  Business response

  11/29/2023

  We have contacted the customer, addresed all issues and the project has been installed and is complete.

  Customer response

  11/30/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  May ****

• Initial Complaint

  06/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They will not stop harassing me. I have received close to ***************************************************************************************** from their call list each time. They aggressively try to inquire why I'm "no longer interested" and try to keep me on the phone. I started blocking the phone numbers, and now they are calling me from different numbers and now with hidden caller id. It has been going on for weeks.

  Business response

  06/30/2023

  We sincerely apologize for this inconvenience. We have removed the customer's information from our system and they will not be contacted again.

• Initial Complaint

  08/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I paid the business **** dollars in October 2021 to have 6 windows installed. The "estimated install date was in January 2022. The windows were not installed until June. The installer damaged by driveway attempting to drive up it. Then attempted to drive away. I traveled down the driveway barefooted and asked him to park in the neighbor's yard. He was very rude. Once he began the work, he was using vulgarities in my home, banging things and then cut into my siding. He had asked to have a camera removed from outside my bedroom window and i was unable to figure out how to do so, so called the camera/alarm company. They could not come out immediately. Then called a friend who is a contractor who asked if he could go to the next window and come back to this window later and the installer became beligerrent and began swearing, banging things. That was when he cut into the siding. I filed a complaint with the company and it took weeks for them to come out to see the damages and weeks to agree to give me 300 dollars for them. It will cost me that much to repair the driveway. I will send pictures of the damages if you wish. I just found out today that a permit for the work was never pulled for the work performed at my home as well

  Business response

  08/08/2022

  We have reached out to the customer to address her concerns. We have requested further documentation and photos of the issues she describes and will follow up with a resolution as soon as the evaluation is complete.

  Customer response

  08/10/2022

  [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:

  Good afternoon. On Monday morning, I received a phone call from this company's representative whose name was ********** In this phone call he made me aware you had reached out to them, and he asked how we can resolve this. I informed him the damages were more significant than $300.00. As a single homeowner, it was necessary for me to hire a contractor to re-install the 6 blinds and 4 sets of curtains and interior bathroom shutter as well as get my exterior motion sensor light and my home security camera/video system repaired and realigned for my own security, privacy and piece of mind. As you can see in the two attachments I first had my contractor split the full scope of work into two phases. I had this done at the time of estimate due to the fact that the company had somebody come out in the 3rd week of June to review the damages at that time ***** from the company was in agreement with me to have a settlement of likely $400-500. 3 weeks later I had heard absolutely nothing from anyone so for reasons stated earlier in this email, I got an estimate for the repair work and had phase one completed so I could rest easy. Phase 2 is still not completed as you can see in the invoice for the work done. It only speaks of the interior work short of the security system. At the time that I had the work completed 7/5/2022, I still had heard nothing. *********************** finally responded 7/27/2022 after I sent an email on 7/24/2022 which was 7-7.5 weeks after ***** had brought it to his office and 3 weeks after I needed to have my piece of mind back and have my security system working properly and could no longer wait. Only to insult my intelligence by saying that the company was only willing to refund $300 which is less than what ***** and I had agreed on 7 weeks prior. Unfortunately the agreement was made not being aware of the total cost it would require to come out of my pocket to compensate for the utter lack of professionalism from this company's  installation rep. who was ***. I feel it only appropriate that the company reimburse me for the losses I had to pay. To be clear, phase two, which would consist of repair to damage to my driveway and then newly paved street caused by Sal's truck has a balance has an additional cost of $300 to complete the list of repairs needed. 

  
  I have reviewed the response submitted by the business and have determined that the response does NOT satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

  Customer response

  10/17/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I filed a complaint submitted on 8/1/2022 against Custom Built, Inc.. Complaint # ********. The company I filed a complaint against has not responded regarding the damages incurred at my property during the window installation performed by their sub-contractor. I received one call regarding this issue when I first filed the complaint with BBB requesting photos of the damages incurred. They were sent to you folks and to him and I never heard from anyone ever again. Can someone follow up with this issue for me? 
  ************ 

  Business response

  10/31/2022

  We are continuing to work with the customer to resolve their areas of concern.

  Customer response

  11/01/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  They never contacted me but once since the complaint was filed in August. That has been their response to you multiple times regarding my complaint. They have not in reality been working with me. They stopped contacting me completely and they refused to answer any emails or telephone calls.
   

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had all my windows replaced in April/2022. I contacted the company (*****) via email on 5/26/22, 6/3/22 and 6/11/22. I am having an issue with my kitchen window. It is difficult to close. ***** told me she would contact *** so he can schedule a day for someone to come to my home. No one called me back. I then emailed a complaint through the company email and no one contacted me. I spent over ****** on the windows and have a warranty . I am not looking for any money back I just want them to repair the window.

  Business response

  06/22/2022

  Our *********************** contacted the customer and has scheduled a service appointment for 07/01/22 (appointment date requested by customer).

  Customer response

  06/22/2022

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  12/04/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signed contract August 2021 with ***************** of Custom Built for 18 windows at price of almost $30K; gave deposit of almost $10K. Windows were supposed to be installed in November 2021. Contacted company early November to inquire status and was told they were awaiting approval from ********************************** who was contacted mid Sept. only to find out required paperwork was not submitted to ***** ******* rep said he would take charge of situation and get resolved. Required form was supposed to be filed expeditiously with ***** Almost 3 weeks later, having spoken with several employees, form has not been submitted by *******. When contract was signed in August, told salesman ******** that house was in historic district and needed Town approval. He assured me ******* had replaced many windows for homeowners in historic district and it would not be a problem. He did not say form was needed to be completed and submitted to town for approval. It was not until company was contacted in November that form was required. Now it is December and 1 page required form still has not been submitted by company. Have had repeated calls to numerous company reps and every time told that a different person would resolve issue. I have lost all faith in this company to resolve this simple issue. They make wonderful windows, but administratively the company is a disaster, totally incompetent. Have repeatedly asked for owner, *************************** to call me to discuss, to no avail. I suspect ******* may be in financial difficulty which may be why the have refused my demand to return my deposit, nor deliver on their repeated promises to remedy the situation.Incidentally, the required form is 1 page and requires details on historical aspects of the house. This had been supplied to ***** as requested. How difficult is it to complete a 1 page form with the required information for a company that claimed to have completed many projects in the historic district?

  Business response

  12/16/2021

  We have addressed all of the customers issues. The project has been cancelled and the deposit refunded in full.

*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. ↩