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Business Profile

Skylights

VELUX America, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Skylights.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/07/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 whom it may concern I cant express how deeply disappointed I am with Velux Corporation and your response to my problem. In fact, I strongly feel the need to share my disappointment with as many people as possible on social media sites. Perhaps I am wrong to feel this way, but to spend another $300 plus on a plastic end cap section that broke upon applying the required pressure to snap the unit onto the tabs on the window seems ridiculous. The plastic piece in question could not have cost more than one dollar to produce. In fact, if it was a more sturdy metal like steel or even aluminum it would not have broken. I guess the 10 cents saved on material costs outweigh all the problems. The part broke by following the Velux directions which calls from pressure to be applied to ensure it in fits onto the skylight. That clearly seems like a product defect that needs to be pointed out to other potential buyers and corrected in the near future. I am also planning on filing complaints with the Better Business Bureau in regards to this issue. I also plan to contact all of the vendors that sell your products so that they are informed of the product flaws. Lastly, please forward this response to your corporate offices as I plan to do as well. There was a lot of ways to handle this issue but I cant think of a more cavalier attitude then the one you have chosen. Sincerely Highly disappointed.

    Business Response

    Date: 11/08/2023

    Hello - Thank you for taking the time to share your experience with us on BBB. We  value your feedback and are committed to addressing any concerns our customers may have. We're genuinely sorry to hear about the issues you encountered with our product, and we appreciate the opportunity to make things right. I'm glad we were able to connect with you directly to discuss the situation and provide a resolution by sending you a new shade to replace the broken one. If there's anything else we can do to further assist you or if you have additional feedback, please don't hesitate to reach out. We're here to help and want to ensure you have a positive experience with our products.

    Customer Answer

    Date: 11/10/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

    Thank you. 

  • Initial Complaint

    Date:02/23/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Do not buy Velux product or have a Velux product installed by a Velux certified installer. I purchased a sun tunnel from Velux and selected ******************************* LLC- who was (and is still) listed as a Velux certified installer to install it. One person arrived to do a two-person job. He ran into problems while trying to install the interior portion of sun tunnel at ceiling level. He came back with the owner of ******************************* LLC and their solution was to hack off four s**** tabs that support the ceiling ring. They considered their job looked fine and left. I contacted ********************* of Velux. I will say at that time he was an ideal manufacturers rep courteous, prompt, received timely tech support from Velux and had Veluxs trouble shooters out to my house to fix this problem. This company, ******************, came to my house several times to resolve problems. They did no work at domed roof install but reinstalled the interior spiral rigid aluminum tubing, daylight controller, ceiling ring and diffuser. I was feeling major relief at this point, but I started to get a collection of insects on the ceiling diffuser. We are not talking small gnats but flying insects including flies and at one point a grasshopper and wasp. This is definitely something one does not want to see in their house. ****************** came out to my house several times to keep applying tape to resolve this problem-and left the debris laying in my attic. Taping did not work. *********************-Velux has refused to take any further action and I am left with a Velux product that allows flying insects to enter and be trapped on the ceiling diffuser. The Velux product does not perform as it should and was initially installed by a grossly incapable company and issue was not able to be corrected by Velux trouble shooters. Be warned ******************************* LLC is still listed as a certified Velux installer.

    Business Response

    Date: 03/14/2023

    . I spoke with the customer *************************** today regarding the issues she reported. I then contacted our service provider who will reach out to her to schedule a site visit for inspection. It appears the site visit will most likely happen later this week.

    Customer Answer

    Date: 03/17/2023

     
    Better Business Bureau:

    It was only after my BBB complaint that Velux took action on unresolved problem. 

    ******** Skylight came out and per Velux tech recommendation finally looked at dome at roof.  This had been installed incorrectly by Lifetime Roofing.  

    ******** Skylight also installed more tape on rigid tube.  I cannot say this has been resolved - only time will tell.  I appreciate that action was taken but this whole problem started by an inept company - Lifetime Roofing - that originally  installed the sun tunnel.  This I see as a major Velux problem since Lifetime Roofing is listed as a certified installer by Velux.  Lifetime Roofing has marred a reputation that Velux has built with hopefully well performing products, good reps/response and great tech assistance. I want this to work so that I can enjoy natural light from a well performing Velux sun tunnel.  

VELUX America, LLC is NOT a BBB Accredited Business.

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