Complaints

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.

• Initial Complaint

  Date:11/30/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On 9/15/22 I paid a deposit to Vinyl Lite for manufacturing and installing a picture window at my resident. **** *********** was the person from Vinyl Lite that was assigned to work on my project. The payment total was in the amount of $1,350.00. **** *********** let me know that it may take up to nine to ten weeks for the project. Over the next two months’ time period, over ta dozen of phone calls and emails (asking about status updates or scheduling inquiries) were ignored by **** and the company. The company has fallen out of its nine to ten weeks’ time frame period, and has not provided direct answers of where they are in the process, or when the project can be completed if there’s a delay. In addition, the process of scheduling a measurement was repeatedly pushed back and rescheduled at last minute without courtesy of notifications. Vinyl Lite missed several deadlines in this process that they promised to make when the deposit was made. The company did not show up, or return phone calls, or answer emails after stating that they would. I have documented all my attempts of communications with the company since 9/16/22, and can provide a detailed breakdown of each attempt in a timeline format. I am requesting the company to complete the project or provide a full refund.

  

  Business Response

  Date: 03/29/2023

  From: ************************* <***********************>
  Date: Wed, Mar 29, 2023 at 3:01 PM
  Subject: Re: ***************** Complaint (********)
  To: *********************** <*************@mybbb.org>
  
  I READ THE COMPLAINT AND SPOKE WITH THE SALESMAN AND HE SAID THAT  THE CUSTOMER TOLD HIM VERBALLY ,HE JUST NEEDED THE WINDOW REPLACED BY MARCH.
  REGUARDLESS OF THIS ,THE WINDOW HE ORDERED WAS A SPECIAL BEIGE COLOR ,THAT WAS BACK ORDERED. 
  
  IN THE COMPLAINT THE CUSTOMER SAYS THEY KNEW IT COULD TAKE APRX. 9-10 WEEKS -WHICH WOULD BRING ORDER TO NOVEMBER 25TH
  
  WE INSTALLED THE WINDOW ON 12-6  APRX. 11.5 WEEKS  - ONLY A FEW DAYS LATE . CUSTOMER PAID IN FULL ON 12-9.
  
  WHICH ONE WOULD CONSIDER ON TIME-WHEN YOU GIVE A CUSTOMER AN  APPRXOMATE -
  
  DELIVERY TIME.
  
  CUSTOMER SAYS HE CALLED A DOZEN TIMES  FROM THE DATE HE ORDERED TO FIND OUT THE STATUS OF HIS ORDER-
  
   WHICH MAKES NO SENSE SINCE HE WAS TOLD 9-10 WEEKS .
  
  DID HE EVER SPEAK TO OUR PRODUCTION MANAGER ? OR EVERYONE THAT HAS NOTHING TO DO WITH THE SCHEDULE ?
  
  Thank You,
  
  *****************************
  

  Customer Answer

  Date: 03/29/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  The company representative appeared to not have read my emails with details about how communications with three different members of his companies went silence. Voicemails and email were not returned. When I called/emailed and asked to speak to some one who is a decision maker, I was told that he/she would get back to me that day, and never did.

  Please read review the sreenshots of the emails that was sent to his employees, one of whom was a manager, to see how they ignored customer's inquires.

  The windows were only installed (late) due to the fact that I filed this with the BBB.

  Base on this incompetent respond, I will now leave a public review of this company, detailing me experience so others can avoid using them.
  
  Regards,
  
  *****************
  

• Initial Complaint

  Date:09/28/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  In March 2022, a sales representative from Vinyl Lite came to our home to provide options and estimates to replace the door leading to our deck. The side of the house with the deck receives a lot of afternoon sun so blinds within the sliding door were a priority in our purchase. Unfortunately, we were advised to go with the 5 foot door. In August, while the door was being installed, we asked the installers to stop as my husband couldn't fit through the opening (and he is very averaged sized). The 5 foot door is a poorly designed product. There is 6 inches needed for the blinds adjuster leaving a small opening for the person to pass through (18-19 inches). The company is asking us to purchase an entire new door for $4,000 on top of the $4,000 we already spent. We had a reasonable expectation that we and our friends would be able to fit comfortably through our new door and that is not the case. I hosted book club shortly after the install and my friends 'C' and 'K' couldn't fit through the door comfortably. 'K' even asked why the opening was so small (prior to her knowledge of the situation). My preference would be to exchange for a 6 foot door or for the company to come get their door and we not pay for their poorly designed product. Also, I was not told that we would have to fix the surrounding drywall post install. This whole process has been awful. I feel mislead in my options and the end result is not what we expected or desired. 4K is a lot of money for a door and the owner is not being understanding

  

  Business Response

  Date: 10/12/2022

  THE CUSTOMER WAS OFFERED SEVERAL OPTIONS ,AND FREELY CHOOSE TO PUT A SMALL DOOR INTO THE LARGER OPENING AND KNEW WE WOULD FILL IN THE SIDES OF THE DOOR TO MAKE THE UNDER SIZED DOOR FIT, THIS WAS EVEN WRITTEN ON THE CONTRACT SHE SIGNED.  NO ONE ADVISED HER TO BUY THE SMALLER DOOR -IT WAS JUST A CHEAPER OPTION AND ALLOWED THE STANDARD SIZE 5 FT. DOOR TO HAVE INTERNAL MINI BLINDS.

  WE OFFERED TO ENLARGE THE OPENING AND PUT A STRUCTUAL SUPPORT HEADER IN TO ALLOW FOR A MUCH WIDER DOOR, AT OUR COST, WHICH WHEN YOU ADD IN THE COST FOR THE SMALLER 5 FT. DOOR WE ALREADY INSTALLED IS STILL LESS THEN WHAT SHE WOULD HAVE CHARGED TO CUT THE OPENING LARGER AND INSATLL A 6 FT. DOOR.

  NOW WITH THIS COMPLAINT BEING FILED THIS  GENEROUS OFFER IS CANCELED.

  WE WILL NOT CHARGE HER FOR THE DOOR SHE ORDERED ,AND WHEN SHE HAS ANOTHER COMPANY REMOVE THE DOOR WE WILL COME AND PICK IT UP.

  Customer Answer

  Date: 10/20/2022

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************