ComplaintsforParamount Builders, Inc.

• Initial Complaint

  03/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a sales rep from the bath and shower division come to my home in September of last year to carefully plan a new shower install for my husband who suffered a brain injury. He measured and did an excellent job explaining products, scope of work and was overall quite professional. The shower was eventually installed in November in a 3 day time frame and looks good but the mess created and the install was not as expected. After some back and forth, I did receive a timely call from a customer service manager who issued me a $300.00 check to cover the cost of carpet cleaning and the inconvenience of me having to take time away from caring for my husband to clean the massive dust left behind. However, I have had less than a cooperative spirit in getting the install issue resolved. I spoke several times to a lady in Production who initially sent one of best install guys out to address my concerns. In general, the grab bars were installed in a way that do not help my husband navigate in the shower and in the event of a slipping emergency he will not be able to grab one section of bar as it is installed to close to the glass door for him to get his fingers around it. The other main bar was installed at an angle so that he cannot use it to assist in sitting on the installed seat or to help him stand from a sitting position. The footprint of the shower changed as well(the shower is more narrow) and the contract specifically stated that the footprint from the old shower would not change...I was not told about this until the install was complete and only because the installer made a decision to extend the shower wall material further out on the side walls and over the existing floor tile as he thought it looked better. All of these things were installed without updating me or asking my opinion as to what was needed or what was best. I have been waiting 5 additional weeks to speak to a specific supervisor who returned from vacation per the lady in production in hopes of resolving this issue. I am my husbands sole caregiver and living life for and making decisions for 2 people just does not lend itself to constantly making phone calls and sending emails to get some satisfaction.My contention is that $28,000 is a lot to pay to be left with a shower that does not function from a safety standpoint as intended. My husband's safety after suffering a catastrophic event was the main reason for having the new shower installed. The young man who came out to view the install could only offer some pads ordered from Amazon to allow me to stick up some plastic grab bars I used in the old shower to help. They don't stay affixed. He measured and had another young man he brought with him stand and sit in the shower to see issues with navigating and being safe. He could only suggest wall removal and reinstall. After the down time, mess and having to shift my husband to another room each day for the work, I do not want to have the shower walls removed and replaced to fix the grab bars or the footprint of the shower. I believe this business to be too large, respected and family oriented to allow this issue to represent their work and the reputation that they have built. After 4 months trying to resolve, I believe a deep discount on the install is in order. I truly, truly want to get this resolved once and for all so that I can return my full focus to my husband's care.

  Business response

  03/25/2024

  Thank you for bringing this customers concerns to our attention. We have met with this client on numerous occasions related to her not being satisfied, both our install teams and management team.  We have offered to replace the walls in the shower and to reset where the grab bars are located.  Our Sales Manager has had multiple conversations with the client regarding a potential discount, but could not get the customer to make a statement as to the fairness in the discount amount.  The customer at the end of the day has two issues that seem to be largely the issue - the footprint area of the new shower (which is slightly smaller in wall space, but the same size in the shower base itself) and the location of the grab bars.  Both of which can be addressed with rebuilding the shower  We have offered to replace the shower walls with new ones and to position the grab bars to a mounted space that is suitable for the customer, and we do not appear to be able to negotiate in good faith with her.  Obviously we want her to be happy with her purchase, but the design and layout of the shower, per the homeowners own statements, was installed very well, and that the homeowner is using it daily.

  In closing, we are willing to have a conversation with the customer if they desire regarding compensation for the concerns they have raised.  However, the customer has a fully functioning shower in the space, and we have offered to consider discussions related to a discount.  The customer as stated she does not wish to have the shower walls redone, the end of the day the customer is using the shower, and it is professionally installed and meets all installation standards.  

  The customer may reach out to my office directly if she would like to discuss further.  

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had paramount install siding on my house after completion there work was inspected it was found that some of the siding on one corner of the house was cut to short approximately ten pieces also a gap in the corner of the soffit we have been calling and expressed this concern to paramount and have been lied too time and time again first they told us that the pieces needed is being ordered and it would take two to three weeks after three weeks were told they cant find the order or the person to talk too is in a meeting or hes out in the field and we will be sure and call you back but ************ back never happens its just one put off after another we paid lots of money to paramount and all we want is there mistakes to be corrected

  Business response

  03/13/2024

  Thank you for alerting us of this customers concern.  We do have a service ticket in the file, and the records do show that material is on order, and that we are still waiting to receive it from manufacturing.  *************************** will contact this client. Going forward the best numbers for a customer to reach our ****************** is ************.

   

   

  Customer response

  03/13/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ***********************
  
  
  
  

  Customer response

  04/17/2024

  I filed a recent complaint in which BBB requested I give paramount builders thirty days to resolve my issue with the siding they put on my house they said the siding was on order they have not contacted me it is also my belief that no order was put in for the simple fact that they never sent anyone to my home to assess the problem to find out what they need to order to correct the problem each time we previously called we were told it was on back order then we were told they didnt have an order then the person we needed to talk to was out in the field and couldnt be reached its just been one lie after another for someone who has paid paramount forty three thousand dollars you would think they would make it a priority to stand by their work I would like paramount to send a representative to my home to see what the problem is and how best to resolve the issue all Im asking is to get what I paid for

  Business response

  04/24/2024

  While we understand this customers frustration related to the delays in getting this additional material, it is imperative to point out that the 30 days was not an agreement made by Paramount Builders. The materials were ordered the same day as the initial complaint, and at this point we are waiting for the materials to arrive.  Once the materials are received we will be calling to schedule the customers service.  We apologize that there is an issue to be resolved and are working to get this customers resolved.

  Customer response

  04/25/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ***********************
  
  
  
  

• Initial Complaint

  03/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I reached out to the company for a quote and we agreed to schedule a meeting. Prior to arrival, they cancelled and refused to come to my property. Since then, I have been contacted 5+ times asking for more business. Please stop contacting me.

  Business response

  03/08/2024

  Thank you for bringing this property owners concerns to us.  We obviously do not wish to bother this home owner if they do not require our services.  Effective today we have added the property owners name and contact information to the do not call registry.  This action takes anywhere from ***** days to clear through to the National Do Not call registry.  If the property owner gets any additional contact within that time period they can either hang up, or inform the person calling that they are on the Do Not Call List.  

  Business response

  03/08/2024

  Thank you for bringing this property owners concerns to us.  We obviously do not wish to bother this home owner if they do not require our services.  Effective today we have added the property owners name and contact information to the do not call registry.  This action takes anywhere from ***** days to clear through to the National Do Not call registry.  If the property owner gets any additional contact within that time period they can either hang up, or inform the person calling that they are on the Do Not Call List.  

  Customer response

  03/08/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ***********************
  
  
  
  

• Initial Complaint

  02/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On January 31,2024 had a salesman from Paramount builders come to my home and quote my wife and i the cost of replacing our windows.We thought that the visit went good so we decided to replace our windows with Paramount builders. The salesman wrote a contract and we wrote a check for ******* deposit and financing the rest of the contract of about 22000.00.At first we were told that the financing was approved and we were good to go.A couple days later we were called stating that we needed paper work with my veteran pay statement on what i recieved on a monthly basis. Gave them that paper work and again we were told every thing was good. A few days later i was told my bank statements were need to show six months of deposits from the va into my banking account. At this point my wife and i felt like we were getting the run around and we wanted to no longer wanted windows from Paramount and we wanted a refund and we had recieved a denial letter from the lending institution for credit. We ask for a refund and was told they were going to keep my deposit and there was nothing i could do to get it back or i could give them ******* more dollars and we could continue with replacing the window.Please help I spoke with ****** *** @ ************ And ******* @ ************

  Business response

  02/26/2024

  Thank you for bringing this clients concerns to our attention.  The back and forth related to the approval of this clients project from the lending institution was based on verification of income.  We use several different lenders, and one of the lenders approved the client, the other lender did not - which caused some of the confusion.  I have spoken personally to this customer and we have discussed what caused the back and forth and have an agreement in place to get their windows done for them.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been patiently waiting on Paramount Builders and specifically ********************************* to repair our floors that were damaged by a negligent employee of the company when he dragged a sofa across the floor causing several scratches to our pristine hardwood floors. At the time they were installing windows in our home. On June 21, 2023 ************************** physically viewed the damage firsthand and agreed to send out two contractors to inspect the damage and give an estimate for repairs. As a result of these inspections nothing was agreed upon by Paramount Builders as a solution and nothing was done between that time to the present. ************************** then said he would be meeting with representatives from Colten floors during the first week of December then get back to us to discuss solutions. To date we have not heard anything from ************************** or anyone representing the company. On Friday December 27, 2023 we indicated that we expected a resolution to this issue within 30 days but to date have not gotten any response from Paramount Builders. All we want is is to have our floors repaired or replaced to its original condition before their employee decided to drag a sofa across our hardwood floors.

  Business response

  02/01/2024

  Thank you for sharing this customers concerns, she is correct this has been a lingering issue.  We have asked two companies to go out to inspect this, and the homeowner has also had a company out.  None of them came up with what one would consider a resolution.  We do understand and appreciate that this customer has been more than patient while we try to work through this.  I have reached out to the owner of Colsten floors, however he has been out of the office.  I reached out again today for him and hopefully will be able to get things moving for this client.

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In June of this year (2023) I began researching some repair work on my home, specifically some of the siding. I Contacted several contractors and told them I want siding only for the right side of the house as you are facing the front door and the entire front of the house. Their representative *************************** arrived at my home, and we spoke for about an hour. We looked at colors and talked about my reasoning for the new siding. All seemed well. I wanted the same colors, so I even brought one of the old shutters for the contractor to look over.***** sent me the contract and I read it over with my brother who was a ********* for over 15 years. For the colors of the house and siding he put in the company names which I took to be the colors we had discussed (light cream siding with dark brown shutters). As far as coverage is concerned, his wording was very deceptive now that I look at it. ***** ensured the left side of the house as you face the front and the back yard would not be getting the new siding. Withing about 5-6 weeks the siding materials were dropped off at my home and a few days later a four (4) person crew showed up at **** hrs. ******** chief called me over and stated two things:1 Why are you changing the color of you home to Light Green?2 There is only enough siding to cover the Right side as you face the front door. Only enough to cover the Garage portion of the front of the house. The exact wording was Left side Front door area and BackyardI immediately called ***** and he came over. He stated that he would handle the issue quickly and easily. Please see the attached statement for the rest of the details.

  Business response

  11/03/2023

  Thank you for sharing this customers concerns with our office, we will make contact with this customer to discuss resolution with them concerning the siding color issue and determine the best course of action with them.

  Customer response

  11/06/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I just received a phone call from ************************* who apologized for the unfortunate events over the last six (6) weeks and explained that this is not their standard operating procedure(s).  He offered future advice regarding vinyl siding and offered a full refund.  I wish we did not have to take this step...I had other projects lined up but have to wait until the spring.  Thank you ***, for your prompt attention and professional assistance.  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ***********************
  
  
  
  

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a total of 7 windows from paramount windows. Nov2021 told I had to make decision that day & asked the agents to give me a couple hours to decide. They came back with alcohol on heir breath and used marijuana in front of me. I was afraid to cancel the job as both ****** and **** reiterated what it would do to their livelihood and how badly they need this job.***** from HR disclosed this was a known issue but never addressed it. Windows were installed circa November 21. One guy showed up alone and started ripping my house apar. Windows were on a low trailer. No protection and dented and dinged. I actually had to help set the front window as time was not a courtesy I was allowed. Complained from start. took a year of fighting w paramount bc all windows fogged, couldnt be opened shut & locked, nor be seen out of & presents a huge safety concern still. I am a single female in a single story Home. They did come out and replace the sashes. They somehow marked my job complete in Nov of 21 even though the final window went in in May 2023. Ive paid interest on the loan since Nov 21. ********************* acknowledged I was not given the survey they require to move on to another job and I am still not sure how theyve marked this job completed as Im a about to file a civil suit. I cant lock windows still nor see through them. My goal was to have operable windows. Its taken two years to get the last of 7 windows in. Need to vet all charges of job as 10 plus visits isnt normal and missed time from work. I lost a part time job due to having to accommodate paramount. ***** from HR spoke to me once, confirmed the agents indeed had a problem and are fired, zero contact. Id like to get interest plus some back paid from the time this job was marked complete in Nov21 through final window install in Mayof 23. I did not have operable and still do not have what I bought. I cannot see through or open and subsequently lock the windows.& 2 stoned drunk agents /bad windows

  Business response

  08/21/2023

  RE: ******** BBB Complaint from ***********************
  
  We have received the complaint from this customer.  We have worked with this customer previously trying to resolve the issues that occurred during her installation.  We believed that all issues had been resolved, and had addressed all of her concerns, including substantially discounting the overall project.
  
  If the customer believes at the time of writing this complaint that her windows were not operable, she should contact our ****************** to have them looked at.  We are committed to addressing this for her if she would like to have them inspected again.
  
  The customer is encouraged to continue to communicate with our organization to work towards a satisfactory resolution.  We remain willing to work with her towards an amicable result.  She may ask to speak to me personally to try and resolve this matter.  

• Initial Complaint

  01/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I agreed to purchase gutter protection system from Paramount builders on December 3rd 2022. At that time I gave them $2,000 in attempt to speed the job up and get it done. I made numerous calls and never got a call back. On January 6th 2023 I called and canceled the project. At that time they said they would not return my $2,000 down payment. No work was ever done and they completely scammed me out of $2,000. I subsequently contacted another company on January 9th ************************************************************************************************ fact they call back that afternoon and arranged for installation the next day January 10th 2023.

  Business response

  01/19/2023

  Thank you  for bringing this customers concerns to our attention.  After reviewing the records we have discovered that this customer did in fact speak with one of our associates about cancelling the project.  This associate is a relatively new employee and there were steps within our internal process that were not followed. Had they been followed pursuant to our company directives this customer would have already received their refund.  I have instructed our accounting office to begin the process and we will be mailing a refund to this customer.  They should expect this to take approximately **** business days to be processed and mailed.  If there are any questions they can speak with me directly at ************.  I did send this customer a text message and left a voice message today as well.

• Initial Complaint

  06/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  PARAMOUNT Builders installed 15 windows at my home & completed the job on May 17, 2022. The lead installer, ******** did a final walkthrough to address any issues that we had which needed follow up attention. He assured us as did *****************, head of the *************** to our knowledge, that any lingering concerns would be addressed within two weeks. During the walkthrough ******* took notes as well as my ********* agreed upon the things that needed repair or attention during that time. We also filled out a customer satisfaction survey based on the fact that ******* said all of the issues would be taken care of. Two days later on 5/19 after this **** called and said I understand you have a screen that needs repair I'm on the way. I immediately told him there were many items that needed repair not just 1 *********** could not come at that time because I was on the way out & no one had notified me. He then said that's typical & said he would notify the ************** would contact ************* an appointment time. We never got a call. On 5/22 & 5/23 I called the local number & got a message that they couldn't take calls at this time. I called back later & spoke to Mr. ***************** who had come out to our house previously because the installers had left two windows with large open gaps where insects or a baby snake could come in & air could escape. I tried telling him about problems we had with the installers work but he said, in a not so friendly way, they're not finished wait until they finish, so we did. ******* said something similar. He said I know it looks bad now but wait until its done, well its done and many areas are a complete mess. On 5/23 ************ said email me the ***************** & they would be addressed. As of today 6/5/22, we have not gotten a response to the many issues. I Spoke to ************ on 6/2/22 & he said he was late for meeting, was handling over 400 customers & would call me back & he never did. We didn't pay for property damage!

  Business response

  06/15/2022

   G2447 Project sold on 1/31/22
  
  The project was issued for measurements on 2/2, and was then approved to Production on 2/7.
  Materials were ordered 3/2, and Received 5/3.
  
  Project was scheduled for 5/10 with two crews. 
  The customer wanted each window installed to completion, one at time.
  Project was convert 30 various windows into 15 units.
  One of our crews became ill, and was only able to work 2 days on the project, the other completed the project on 5/17.
  
  Our Production Manager visited the project around 5pm of the first day, as customer had called at ****** with concerns with a couple of windows not being sealed from the elements when the crew left for the day.
  Two sliding windows had not been trimmed or sealed with foam.
  He went to Lowes, purchased a ladder and necessary materials to seal the windows from the elements.
  He walked the project with the customer and discussed how the project was going.  He explained that construction often looks worse before it gets better, and that the project was not yet complete.
  The crew still had a lot of work to do.  He picked up some debris that the crew had left behind, and left the property around 7pm.
  
  The project was completed on 5/17.
  The ********************* phone cleared the project on the afternoon of 5/18, and that was when we found that the screen was in need of repair.
  We let the customer know we would take care of it as soon as possible through the service dept.
  We had a service tech in the area the next day, and we asked him to drop by to repair the screen.
  Service tech called to see if anyone was home, and that was when the customer said that he was on the way out, and that we needed to make an appointment to fix the screen.
  
  Production Manager next spoke to the customer on 5/23. At this time he was informed that there were other areas in need of attention.
  He asked him to send him pictures of his concerns, which the customer did on 5/24.  They spoke again once the pictures were received,and it was agreed that some adjustments needed to be made.
  The crew was away on vacation that week, so I was unable to have them address the issue before the end of the month.  This appears not to have been shared with the customer so that expectations would have been properly understood of when the crew could have been dispatched to make the adjustments
  
  Our Production manager spoke with the customer on 6/7, and the crew met with the customer on 6/8 for the remaining punch list items.
  

  Customer response

  06/20/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]

   

  There has been progress made in regards to the items needeing repair, however, there are still items that need to be repaired in order for us to dismiss our complaint.  These include a cracked window frame being replaced and areas not caulked or closed up properly. Once these items ere completely repaired as discussed with company representative Mr. ***************** on June 13, 2022 (pictures also emailed on this date showing the aforementioned items in need of repair), we would be willing to drop our complaint.

  
   
  Regards,
  
  *********************************
  
  
  
  

  
  

  Customer response

  09/02/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I filed a complaint back in June which was suspended by your office based on the business response, however, I have still not gotten satisfactory results.
  
  Regards,
  
  *********************************
  
  
  
  
  

• Initial Complaint

  05/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Summer 2021, **% downpayment was given for a home improvement project. The project was to remove a hinged door and a window, and to replace with a sliding door. The contractor is not communicating, and letting me know what is they problem. I need my project started/completed or I need my money back.

  Business response

  05/19/2022

  Thank you for bringing this customers concerns to us.  We are in fact aware of  the ongoing concerns raised by this customer and are working towards a successful conclusion with the client.  Unfortunately, we are required to have a permit for this particular customers project and the county permitting office is dealing with issues related to what is and what isn't properly required.  We did meet with the county earlier this week and the customer was informed as such, and we believe that by next week we should finally have an approved permit for the project.  Once that is secured we are ready to install this project for the customer.

  
  While we certainly want to get every project done as quickly as possible, the issues with the county were not manifested by our organization, but by the delays with the county and the numerous revisions required between multiple building department planners who had differing opinions.  Hopefully, that is now resolved or will be within the next few days and we can complete this customers project for them.

  Respectfully submitted

  Customer response

  05/19/2022

  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
  
  Regards,
  
  *** ******
  
  
  
  

*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. ↩