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Complaint Details
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Initial Complaint
07/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Bought replacement windows (10x) for my house. Paid almost 13k. The windows were installed on *** *** **23. I had concerns about the quality of the installation and also one of the screens was torn. I reached out to my sales rep for assistance. Sent numerous photos of the issues, poor caulking, torn screen, did not install wrap on the exterior window sills. Assume they thought the color was "close enough" no one would notice. Was told he was super busy but he wanted us to be happy with the product. Never heard from him again. Was finally able to get a person to come out and repair he torn screen, but that person said the installation issues had to be addressed by the project manager. The project manager, Dimitrie, has been told several times to contact me and still has yet to do so. I don't even care about the poor installation issues, as I will fix those myself. I care about the wrapping of the windows exterior. I simply want a live person to come and look at them and then provide me with a course of action to get this job completed!Business response
07/31/2023
Dear Mrs. ******,
I apologize for the trouble with your job. The Greenville office assures me they have been in touch and have a plan of action to resolve. We appreciate your patience through out this process. We are looking forward to completing your job this week. We appreciate your patience and hoping to have you as a happy customer soon!
Sincerely,
Southern Industries Home Improvement
************ ********* ****
Customer response
08/01/2023
The company did come and look at my issues. They are supposed to be back out either end of this week or first of next to complete the work. I hope they do indeed to do what they say they will do. But I will wait and see.Initial Complaint
10/05/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
In ******** ************ from southern industries installed a new bath, shower and fixtures for us. During this they dropped something and broke our newly placed floors in the bathroom. When the person who installed the new bath came to fix the bath tub faucet (about 2 weeks after the original installation), I asked him about the broken floor. He admitted to damaging our floors and told us Southern Industries insurance would be able to fix it. He told us to contact them and they would handle it. I emailed and called multiple times with no response. The sales person came several weeks later to have me sign paperwork saying we were satisfied. I refused to sign stating I was not satisfied. The salesperson tried to coerce me to sign the papers. Not only did they break the flooring they broke through to the sub-flooring. They have continued to ignore calls, emails, and even a review on their ****** page from us. We have tried to be gracious and patient but this is absolutely unacceptable and beyond unprofessional.Business response
12/01/2022
Business Response /* (1000, 10, 2022/11/04) */ Dear Better Business Bureau, Ultimate Gutter Guard has been working alongside Mrs. ****** to try and have all her concerns addressed. We are scheduled to see her again next week. Thank you for your help. Sincerely, Ultimate Gutter Guard Greenville *********************** Consumer Response /* (450, 14, 2022/11/18) */ Southern Industries has fixed all the problems including the shower curtain rod, the shelves and fixing the flooring. They were prompt and friendly and I am glad to hear the salesman who caused us (and others) several problems is no longer employed at the establishment. I am very pleased and thankful to them!Initial Complaint
08/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On July ******* Gutter Guard installed 10 windows and screens. On July *** I notified them that one window was not caulked, kitchen screen was coming apart at the bottom, some screens are not fitting properly having gaps and spaces, and some screens are coming apart in the corners of the frames. I received no response so I called again on *** and left a message. On **** Susan called and said that a person from the company would be here that day. Nobody came or called. On **** I called again and Jason called back and left me a message. I called Jason on **** and he said that he'd get back to me. After many phone calls, Susan set a time for Jason to come on **** between 8-9 am.. Nobody came. At 11:00 am, I talked to Susan again, who said he was running late and he'd call me when he was 1 hour out. He showed up, no phone call, at 12:30 pm and caulked the window and took pictures of the other problems. He left saying I'd hear from management that day or on ***** Nobody called. I called the **** and left messages and was finally told Dmitri would call back either the **** or ***** No call back. All I want is for them to do the job they were paid to do.Business response
08/24/2022
Business Response /* (1000, 5, 2022/08/22) */ Dear Mr.********, We apologize for the delays in completing your job. After the final repairs Ultimate Gutter Guard concluded that you did need new screens. Dmitri apologized for not calling on Friday the **** he was out of the office for family. Dmitri has spoken with you today August **** and had your new screens on order. As soon as the screens arrive we will be there to install the screens. We thank you for your patience. Ultimate Gutter Guard should have all concerns resolved for you at this time. Thank you for your business! Sincerely, Ultimate Gutter Guard Greenville *********************** Consumer Response /* (2000, 7, 2022/08/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
05/10/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Walk in shower installation mid March 2022. Was told that it was turnkey and that all sheet rocks etc would be replaced and / or repaired and ready to paint. That's one issue. Main issue is water splashing out from under the shower doors. I cannot reach anyone and I started calling within a week of install. I finally got a call back and the service person said they were the wrong person to address my complaint. I got another call and sent pics and explanation and was told they would fix it. No further response and they will not call back or return text. I call and get sent to a Management voicemail and it just puts me on hold till it eventually hangs up. I just want them to take it out and refund my money - this was a $12000 plus dollar purchase and my expectation was that it would not splash water out from under the doors onto the bathroom floor.Business response
08/03/2022
Business Response /* (1000, 8, 2022/05/25) */ Dear Better Business Bureau, The home office has contacted Mr. **** and have been to inspect his concerns. There are some more specific concerns that still need to be be addressed. We are working closely with Mr. **** to address these and have him as a satisfied customer. Thank you Mr. **** for speaking to me. Sincerely, **************************************************Initial Complaint
03/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I had these gutter guards installed in ********* 2020 at a cost of $2,200. This came with a maintenance free, exclusion free warranty. In ******** 2021, one of the corner deflectors broke off and leaves collected. I called for a service call and have had no response to multiple follow up calls. My calls now go unanswered. The local number I have is ***-***-****.Business response
07/26/2022
Business Response /* (1000, 8, 2022/03/22) */ Dear Better Business Bureau, Southern Industries has been in touch with ***. ******, the gutter repairman did go out last week. We have called ***. ****** and she has confirmed the gutter repair has been completed. We appreciate ***. ******'s patience during this repair process. Sincerely, Ultimate Gutter Guard Southern Industries 1-800-992-2400 Consumer Response /* (2000, 10, 2022/03/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) You may close this case. The representative of Southern Industries called to make sure the work was done and that I have a number and name to call if I have any further issues. Thank you ******** ******Initial Complaint
02/23/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I signed a contract with Ultimate Gutter Guard in October 2021 to have windows installed in my house. Fast forward to Jan 2022 and i asked my sales rep for an ETA. He told Me they were a couple of weeks out until they could install windows in my House. Now it's almost March 2022 and I've called over 20 times this week and i just keep getting transferred to voicemails. Doesn't seem like anyone actually works there. I've left countless messages, finally i get a hold of someone and i tell them i just want to cancel my order. She transfers me to someone in *******, where they proceed to tell me that my order was already canceled in November 2021. I'm a little confused because that's when they took the $1,000 deposit from my credit card. She tells me she'd have someone call me. Nobody calls me. The next day is get transferred around and finally demanded to be transferred to someone who was in the building. She ends up telling me that my contract was canceled because it was "undersold". So basically the salesmen didn't charge me enough. And they never told me. So I've been waiting to sell my house for six months waiting on these windows and they were never actually going to show up.....i have a copy of the contract and everything. The GM, countless sales team, everyone there just lied to me. It's a very dishonest company.Business response
08/03/2022
Business Response /* (1000, 5, 2022/02/23) */ Dear Better Business Bureau, Ultimate Gutter Guard has been in touch with Mr. ******* today. Zack from Ultimate Gutter Guard has explained that the job did not meet minimum order. Ultimate Gutter Guard apologized for Mr. ******* not knowing the status of his job. His job was closed in Ultimate's Gutter guard's computer system, therefore he was not contacted anymore. Zack had spoken to Mr. ******* last week and again today to clarify the reason of his job cancellation for not meeting the minimum order requirement. Ultimate Gutter Guard has offered to help Mr. ******* with any other products to help with the successful sale of his home. Zack offered our apologies for the communication gap and we thank Mr. ******* for speaking with Zack today. Sincerely, Ultimate Gutter Guard Greenville ******************Initial Complaint
10/22/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
The company advertises and promised when the estimate was done that a $25.00 ******* gift card would be mailed regardless of purchase. Have talked to them a dozen times since the estimate approximately 1 month ago and they try to ignore the conversation by transferring me to many people that never return my call. One employee even told me they may not have any gift cards. They certainly promised one after 1.5 hours of my time with a extremely high estimate.Business response
12/21/2021
Consumer Response /* (450, 5, 2021/11/01) */ I received my ******* gift card today and thanks for your help. *************
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Customer Complaints Summary
13 total complaints in the last 3 years.
1 complaints closed in the last 12 months.