ComplaintsforDreamHome

• Initial Complaint

  10/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We initially contracted with DreamHome Remodeling (DHR) on 2/21/09. I believe our salesman was with their Millersville or maybe Gaithersburg, MD office. I never got through when trying the original sales office number; I have tried working with the Springfield headquarters office on the 2 issues below. I noted late this spring that the coating on a couple feet on the rake for the roof on one side of our house, which DHR had capped, was now peeling off. I called DHR shortly thereafter with them promising to reply. After calling 2X more they finally got back to me by email on 7/28 & then 8/1 saying they would have to charge me $899 for a service call saying that their warranty does not cover the issue since it is a manufacturer defect. I sent them a copy of the original contract on which the salesman clearly wrote Dreamhouse to warrant all parts and labor for the lifetime of the structure but they still refuse to take care of the issue. Afterwards I also noted that when trying to sell us their product, the salesman included this statement in his Jan. 29, 2009 email: "The final thing to remember is that our company warranty to guarantee parts and labor for the lifetime of the structure is unmatched in the industry. If anything goes wrong we will promptly fix it, no questions asked." The original proposal I have from the company, dated 8/12/08, also states "All products sold by (DHR) carry lifetime warranties." I had also called DHR in 2021 telling the company that the gutters they had installed were clogged due to birds getting into the gutters despite the gutter guards they installed with their gutters at the same time as the siding. I was told when purchasing them that they would clean the gutters if they ended up being clogged if I also got the gutter guards. DHR again refused to honor what was promised. DreamHome needs to repair/replace the rake, clean my gutters & make the very minor repair to keep birds from entering the gutters. Thanks

  Customer response

  11/03/2022

  Nov. 3, 2022  This provides followup documentation requested for complaint number #********. Please note the 4 attachments. The first one is the initial quote from Dreamhome that states "All products sold by Dreamhome ... carry lifetime warranties."  The next three are the contaract with the last page including the hand written statement that says: "Dreanhome to warranty all parts and labor for the lifetime of the structure with no transfer penalty."  It was written with carbon paper so it may be hard to read the photo I took of it.

  Thank you for following up.
  

  *******************************

  Business response

  12/01/2022

  DreamHome has reviewed ********************************s’  Complaint, ID ********, and provides the following response:
  
  DreamHome is willing to return to *****************’s property at an agreed upon time to perform repair work for the trim coating. However, it is DreamHomes position that *****************s' Complaint with respect to the gutters getting clogged due to birds getting in does not fall within the warranty provided to ******************. While the gutter guards discourage birds to nest in gutters, it cannot completely prevent small birds from doing so, if they please. The Warranty for the gutter guards pertains to loose twigs, leaves, and debris, but does not include bird nests. Again, it is warranted that gutter guards discourage, but cannot completely prevent certain small birds from nesting in the gutters. For this reason, DreamHome denies *****************s' request that it provide service under warranty to unclog the gutters due to bird nests. 

• Initial Complaint

  04/02/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I purchased replacement windows from Dreamhome and as part of my contract the windows and installation were warranted for life. In fact, the individual that sold me the windows and signed the contract for Dreamhome was *************************, Dreamhome's President/Owner. When I questioned ***** during his sales presentation about such a warranty, he said anything was covered. He said that even if one of my sons were to throw a baseball through a window, the window would be replaced for free. I now have five windows where the low-e coating has failed and one large half-moon window that is detaching from the frame. I have been trying to work with Dreamhome for months to get them to honor this contract and they refuse. *** ******* refuses to engage at all, either via the telephone or email. Most of my engagement has been with ***** ******, and he has been of no help. The failed Low-E coating on these windows is not only an eyesore, but the energy efficiency is compromised. Dreamhome actually sent technicians to my house on two occasions to look at the windows. During the last visit, the technician told me that the failed half-moon windows would also be leaking air, not something desired when heating or cooling a house. Neither visit resulted in any action of the part of Dreamhome. I am looking for help to get Dreamhome to honor the contract that they signed.

  Business response

  04/22/2022

  **. ********************* (**************) and DreamHome Remodeling, Inc (“DreamHome”) entered into a contract on September 20, 2006, for the furnishment and installation of a variety of windows manufactured by ****** Windows &Doors, LLC (******). DreamHome performed the work in a professional and workmanlike manner with no complaints arising from **************. The issue that ************** has discussed in his complaint is entirely caused by the defective manufacturing of ******. It has nothing to do with DreamHomes removal, furnishing, and replacement of the windows.
  
  The warranty replacement service that ************** seeks would be impossible for DreamHome to perform. The windows that DreamHome installed on **. ****** house in 2006 were part of the ***** series manufactured only by ******. Since that time, ****** has gone bankrupt, and ****** nor any other manufacturer produces their windows or any replacement parts for them. As a result, the existence of all ***** ****** products has been eliminated from the market. Therefore, it is impossible for DreamHome to replace the materials used on **. ****** house because the materials are unobtainable.
  
  ************** suggested that DreamHome replace his window with different materials than what DreamHome initially furnished and installed. However, DreamHomes warranty only covers the materials used in the original contract, not replacement materials of an entirely different origin that may or may not function with the existing ****** window.
  
  BBB should dismiss **. ****** complaint because 1.) The materials covered by DreamHomes warranty are impossible to replace, and 2.) a replacement window using different materials than what DreamHome originally installed is not covered by DreamHomes warranty.

  Customer response

  05/01/2022

  [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:

  
  

  DreamHomes response is a bit lacking in context and makes a false assertion.  The contract was signed on 20 September 2006 and in fact ****** Windows and Door, LLC did file for bankruptcy.  The bankruptcy took place in 2012.  Between 2006 and 2012 DreamHome on several occasions replaced many of the originally installed windows because of faulty low-e coating.  During this time, DreameHome brought to the house new sashes to replace for the defective units.

  Post 2012, hence after the ****** Bankruptcy, DreamHome made three separate warranty visits to the house. These visits took place in 2014, 2016 and 2017.  During those post-bankruptcy warranty services, DreamHome brought to the house what they called glass packs.  These glass packs were used to replace the defective glass by disassembling the window sash, removing the defective glass,and then inserting and affixing the new glass within the sash.  This solution was provided by DreamHome and one that I agreed to, not something that I proposed.  Hence, to state that ************** suggested that DreamHome replace his window with different materials than what DreamHome initially furnished and installed is factually incorrect.

  My only ask has been that DreamHome honor their warranty.  As detailed in my original complaint, the president of DreamHome, *************************, personally handled the sale on this particular contract and sitting at my kitchen table promised that the windows would be covered in full, for any reason, for life.  To seal the deal, ****************** took the step to hand-write in the contract that DreamHome to cover any service or replacement for life.  While it is unfortunate the ****** went out of business, as DreamHome demonstrated in 2014, 2016 and 2017, there is an alternative solution that already exists to resolve the problem at hand, a solution devised and so far executed by DreameHome on three occasions.   DreamHome should do the right thing by honoring their verbal and written commitment.

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

• Initial Complaint

  12/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a front door from Dream Home Remodeling Inc in 2006. Handwritten in the contract is lifetime warranty on all work, materials and labor. The double door finish is faded and damaged. The door has been replaced twice already due to the same finish problem. I contacted the company at the beginning of November regarding replacing the door. The company is now saying the manufacturers warranty for the finish is only 7 years and they will quote me a price for a new door. That information is not on my original contract. On December 8 they faxed me a copy of the manufacturers lifetime limited transferable warranty. This document specifies a 7 year warranty on the finish. This is the first time I have seen this document and it contradicts my signed contract. The company misled us in believing we had a lifetime warranty. I have pictures of the damaged doors and a copy of my original contract.

  Business response

  01/07/2022

  January 6, 2022 
  **** ******** ********* (“**** *********”) and DreamHome Remodeling, Inc (“DreamHome”) entered into a contract on November 28, 2006, for the furnishment and  installation of an entry door (manufactured by ********* *****) and other related services  at **** ********* home located at **** ******** **, Fairfax Station, VA ***** (“Contract”). DreamHome performed the services professionally and in a workmanlike  manner with no complaints arising from **** *********. The issue that ****  ********* has discussed in her complaint is entirely caused by the defective  manufacturing of ********* ***** and has nothing to do with DreamHome’s installation  of the entry door.  
  The warranty replacement service that **** ********* seeks is not covered by the  material warranty that DreamHome provided in the Contract. The contract states a  “Lifetime warranty on all work, materials, & labor.” The duration of the material lifetime  warranty is set not by the consumer's lifetime, but rather the lifetime of the material itself.  To determine the lifetime of the material, DreamHome relies on the warranty provided by  the material manufacturer, in this case, ********* *****. **** ********* noted in her  complaint that, “The double door finish is faded and damaged.” ********* ***** specifies  that their warranty on finishes runs for a term of seven years, “Paint and stain finishes on  the door slab and metal frame components are warranted against flaking, checking,  blistering or peeling for a period of seven (7) years from date of installation.”  
  **** *********’s request for a replacement door due to damage to the door’s finish  occurred past the seven-year material lifetime set by ********* *****. Therefore,  DreamHome’s warranty is inapplicable to **** *********’s request, and DreamHome  is not bound to provide a replacement door. The two prior door replacements that ****  ********* references in her complaint were honored by DreamHome because ****  ********* made those requests within the seven-year material lifetime of the *********  ***** door. 
  BBB should dismiss **** *********’s complaint because the replacement services she  requests are not covered by the material warranty that DreamHome provided in the  Contract. 
  
  

• Initial Complaint

  10/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dream Home Remodeling installed multiple windows in 2010, with a lifetime transferrable warranty. The representative said even if the window manufacturer ****** went out of business, they would take care of it. Last year one of the windows failed due to poor sealing. I waited out until 2021 to call. It took multiple times for before I spoke with Brittany ******* (9/3/20210 only to hear. That ****** went out of business and that they could not honor the warranty and would not take responsibility even though I had proof of a lifetime warranty. She and the company are taking no responsibility and blaming it on an unfortunate unforeseen event. I said thats why I paid more and went with Dream Home Remodeling, for the lifetime warranty. She said she understood but they did not expect this to happen. Its their line of business and that should have been a factor when they made the guarantees. They should not be in business if they are gaining customers on false promises

  Business response

  10/12/2021

  ************** *** entered into a contract with DreamHome Remodeling,  Inc. ("DreamHome") on or around July 10, 2010. The contract was to furnish and install 1 bay window and 5 vinyl replacement windows manufactured by *******.
  
  In 2012, ******* filed bankruptcy and went out of business. ******* refused to honor any warranty service requests related to the windows.
  
  According to **. **** there is a defect in the seal of the windows. It is clear from ******** complaint that the defect is not a result of DreamHomes labor or work, but instead due to a manufacturer defect.
  
  Because ******* is not providing any warranty replacement or service for the windows, due to ******* being out of business, DreamHome is unable to obtain any replacement ******* windows and, therefore, is unable to provide any manufacturer warranty work. We encourage **. *** to seek recovery for the defective window under *******s bankruptcy.  
  
  DreamHome requests that the Better Business Bureau close this matter.

  Business response

  11/10/2021

  ************** *** ("**. ****") and DreamHome Remodeling, Inc (“DreamHome") entered into a contract on July 10, 2010, for the furnishment and installation of one bay window and five vinyl replacement windows manufactured by ****** Windows & Doors, LLC (******). DreamHome performed the work in a professional and workmanlike manner with no complaints arising from *** **** The issue that *** *** has discussed in his complaint is entirely caused by the defective manufacturing of ****** and has nothing to do with DreamHomes removal, furnishing, and replacement of the windows.
  
  The warranty replacement service that **. *** seeks would be impossible for DreamHome to perform. The windows that DreamHome installed on ******'s house in 2010 were part of the Dream Series manufactured only by ******. Since that time, ****** has gone bankrupt, and ****** nor any other manufacturer produces Dream Series windows or any replacement parts for them. As a result, the existence of all Dream Series products has been eliminated from the market. Therefore, it is impossible for DreamHome to replace the materials used on ******'s house because the materials are unobtainable. 
  
  *** *** suggested that DreamHome replace his window with different materials than what DreamHome initially furnished and installed. DreamHomes warranty only covers the materials used in the original contract, not replacement materials of an entirely different origin that may or may not function with the existing ****** window. 
  
  DreamHomes warranty provided to **. *** only covers the replacement of the specific materials used, under normal use and service. Not only is it impossible for DreamHome to replace the materials used on ******'s house, but DreamHome also has no record of any regular check-ups or maintenance of the window that DreamHome or any other contractor performed. Without these assurances, DreamHome cannot consider ******'s window covered under DreamHomes warranty. 
  
  BBB should dismiss ******'s complaint because 1.) The materials covered by DreamHomes warranty are impossible to replace, 2.) a replacement window using different materials than what DreamHome originally installed is not covered by DreamHomes warranty, and 3.) DreamHome has no assurances that *******'s window experienced "normal use" nor whether it received normal "service."

  Customer response

  11/16/2021

  [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:
  
  Regards,
  
  ***** ***
  

• Initial Complaint

  08/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello and thank you for your help. In June of 2021, I hired Dream Homes to replace the roof on a single family home. The work involved replacing the roof, the gutters, the (faci)? the wood underneath the roof and the perimeter of the house. I paid half up front and the total balance when the work was completed. The company sent an inspector to confirm that the work was done properly. The inspector came and did no such inspection and just collected the balance due. Dream Homes left most of the rotting wood under the roof. I called and the subcontractors came and did one side the worst looking side-and left the others undone. I have been calling ever since and I have been getting the runaround. I am a recent widow as of this year and I am not familiar with the work I hired them to do my late husband did those things. I hope you can assist me in this matter. They keep giving me appointments for which I have to take time off and they don't show if I don't go to work, I don't get paid.

  Business response

  09/07/2021

  
  We received your correspondence and the Better Business Bureau complaint regarding Complaint ID #******** (********  *******). The complaint was the result of a misunderstanding between DreamHome Remodeling, **** (DreamHome) and the customer about where the damage was located on the home. DreamHome has met with the customer, discussed the damaged areas, and the parties have agreed on a path to resolve the dispute. Accordingly, DreamHome requests that the Better Business Bureau close this matter. 
  

*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. ↩