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Complaint Details
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Initial Complaint
06/27/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
We had a representative come to our home and measure for new windows and assess a small fascia repair in August of 2021. After some discussion, we accepted an invoice for the installation of two windows and the fascia repair, for a total of $2,940, which we received 9/13/21. We agreed to the terms of paying one half at the outset for a total of $1,470, which we paid on 9/13/21. I sent an email on 10/10/21 to let our contact know that the windows had been remeasured as per his company's protocol and asked for a rough estimate of delivery. He was clear that there may be supply chain issues and we understood that from the beginning. After multiple emails and promises to check on the order status and provide an estimated time frame, no calls or emails were received with an estimate. On 11/16/21, we made an unannounced in person visit to the business office in Chattanooga (we live 24 miles away), to assure ourselves that there was in fact a real office and business. Our contact was there and was very courteous and appologetic. We stressed that we understood there may be supply issues, but we expected occasional contact from him to keep us apprised of the status of our order. He assured us he would do so. We also asked if the fascia work could go forward instead of waiting on the window order. He agreed and that portion was completed within two weeks. With the window order remaining outstanding, and with no further communication from our contact, we sent an email on 2/16/22 requesting a refund of $750 (the difference between what we paid down and the work that was completed as per the invoice). On 2/21/22 we received an email from our contact apologizing and stating he will look into cancelling the order. On 2/28/22 we sent another email asking for information on the status of our order. We have had no response. We called the office on 6/15/22 and the person who answered said he will check on it and we firmly requested a call back. We have heard nothing.
Business response
06/27/2022
***** *** ***, I apologize for the delay attached is your refund. We are mailing this today.Customer response
06/27/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*** *** *** ******Initial Complaint
06/15/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
December 21st 2021 I put half down on 4 windows and a sliding glass door, I never signed a contract! but was told that my product should be in by end Feb which was perfect due to going on vaction at the end of Feb, I started calling, emailing and texting David H****** with no response or if i did I was told someone else would call me back, Finally in May I got ahold of someone and they said my windows would be in and installed June 6th ( still found this ridiculous) I started calling a week ahead of install because my husband Jeff Spaide was taking the day off, again I was given the run around, then the following day I was told that the windows and door was not even in yet and it wouldnt be till July, I said I was done and I wanted my 3,000 back and be done, I was informed that I must sign a document similar to a NDA to get my money back! I will not sign anything I just want my money back and to be done!Business response
06/15/2022
We are happy to return ******* ******* deposit but we do need to cancel the contract. I am available to be contacted @ ************
Customer response
06/15/2022
Complaint: ********
I am rejecting this response because: I never signed a contract with this company! What this company wants me to sign is a document like an NDA, we signed their contract but canceled the NDA part and was not accepted
Sincerely,
******* ******Initial Complaint
02/17/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hello! We contracted with HomeChoice to provide windows for our home in June, 2021. We have several issues: 1. Product has not been received 2. Product received has missing parts 3. Product received does not function properly. We tried on numerous occasions to resolve the issues with HomeChoice in Chattanooga via phone, email and in-person visits. Please note that the company has moved and their new address is: 7610 Langston Blvd Suite #107, Chattanooga, TN 37421. We worked with David H******, Joey T**** and Charles at HomeChoice. The last communication from David H****** with the Chattanooga HomeChoice office, received October 18, 2021 said that they were awaiting word on the parts. Our contractor called soon after and it was explained to us that our home and windows were not a priority. So we waited patiently for months to hear back. When first notified by email from Joey T**** on 1-13-22 regarding full payment, we immediately responded about these issues again. We did not hear back from HomeChoice, but rather received an invoice from the Knoxville office 2-17-22. Four months passed and now we are being billed from the Knoxville Home Choice office for full price for windows that don't exist, don't' function and are missing parts. After trying to resolve the issues and then waiting patiently, we do not believe that it is just and fair to pay or be contacted by this business, especially for items not received. We have been ignored, told we weren't a priority and have faulty and missing product. The project on our home ended months ago and we ended up putting the 100-year-old window back in the hole and calling it a day. Needless to say, we don't recommend HomeChoice and are very disappointed in the service and quality. It was a horrible experience and our home is a mess as a result with product that looks zebra-striped and product that does not function.Business response
02/26/2022
******* **** *** ****** **** ***** ***** ******* ****** ************ ******* ****** **********************************
I want to apologize for your frustration. The product that is missing parts and is not functioning properly needs to be address. I would like to send our service
tech to assess the parts you need. We can also adjust any windows that need adjustment. I can be contacted at ************, to schedule service.Customer response
02/28/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
It is our understanding from HomeChoice that Joey T**** no longer represents the company. We heard back from the Knoxville office and have been working with the new Chattanooga representative towards resolution. The new rep has visited our home, took measurements, inspected the missing parts and has received drawings of our kitchen so a new, properly-sized window can be ordered.
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Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.