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:02/16/2025

  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.

  After 1 year we do not have a completed job and we are unable to get anyone to communicate with us. For complete description, see attachment

  

  Business Response

  Date: 03/20/2025

  The last time we spoke with the customer they had to cancel their service appointment and never gave us a better time that works for them. We have now been trying to call the customer for months. Weve left many voicemails, texts, and have emailed. The manufacturer has also been trying to contact the customer but with no luck. If the customer still needs service they would need to contact us directly with an available time to schedule service.

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 22949850
  
  I am rejecting this response because:
  They called and advise that they had one option at the time they were referring to and I was not going to be home due to my work schedule. NO ONE, including the manufacturer have contacted us at any time since that phone call, voicemail or email until Harley Windows called 03/20/2024, to set up an appt to complete the job. She even apologized for not getting back to us to schedule due multiple issue in their business. We are scheduled for 04/28/2024, we'll see if they show up this time, as they haven't in the past as was promised. I don't appreciate them stating that they called multiple time as well as the manufacturer. 
  Sincerely,
  
  ** *******

• Initial Complaint

  Date:02/06/2025

  Type:Service or Repair 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 February 2nd, 2025, I submitted my name for the $25,000 home makeover contest at the Seattle Boat Show. ******* was working for Harley Exteriors at the show and introduced himself to me. He asked if I was looking for work to be done on my house and mentioned that the company works on siding, windows, and doors. I said I was looking for window replacements. ******* stated that the company has grants from the government for improving energy efficiency and that are for up to 80% off. I mentioned I have single pane aluminum frame windows and he stated that it would at least 60% and should be even closer to 70 or 80% off. That sounded great to me so we set and appointment for Tuesday, February 4th at 11 am. The company called and confirmed the appointment at 11 am and stated the appointment would be 60 to 90 minutes. ******* ********** showed up at 11 am and I showed her the windows. She explained the window vinyl framing and warranty for the next 75 minutes. She hadn't even taken measurements yet. Then I had to push her along as it was clear she was going over the promised time frame for the quote. She still wanted to explain the installation technique and why they were so much better. She was literally reading the word for word off the warranties to say why theirs was better. Finally she took the measurements. I let her know I was expecting the 60-80% off the window prices from the grants that ******* had stated. ******* said the grants don't exist and that it's just the rebates that the local companies provide. She provided the quote and it was an astronomical number, $31,917.22 - $35,119.17 (+ tax) for their lowest quality windows. The better quality windows they wanted $49,903.44 (+ tax). This is a blatant bait and switch scam where they first told me I would get a great deal with the ****** then try to sell me windows for 4x more than the typical window price. I want the 70-80% discount Harley Exteriors employee originally promised me.

  

  Business Response

  Date: 03/19/2025

  Our discount at the time was 50% off basic installation, and we mention that customers may qualify for energy rebates from their energy company, and then they mention that they will need to speak with the sales *** for clarification and more details. The ***s at the shows also hand out pamphlets which state the exact information printed on them which also lists the current promo. Someone from our office also contacted the customer to confirm the appointment and if it were brought up to them they wouldve said the same. We dont have the cheapest windows but theyre also not the most expensive in the area, however, ours do some with a lifetime transferable warranty and they also have a ***** year lifetime expectancy.

  Customer Answer

  Date: 03/27/2025

  Hello *******,  
  Sorry I had missed checking the last email in the 7 day window. The business' response doesn't match up with what the sales *** disclosed at the initial contact. Based on their communication they are unwilling to follow through with their initial statements and it's not okay. Please mark this case as not solved satisfactory.  
  I appreciate the work the BBB does for helping document where businesses fail to meet their obligations and customer satisfaction.
  

  
  

• Initial Complaint

  Date:12/13/2024

  Type:Service or Repair 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.

  If any company needs a consumer WARNING LABEL, its Harley Exteriors. We spoke to several window companies and decided on Harley Exteriors based on their "Start to FInish" approach that was shared during the sales meeting. This included, inspection of any rot around current windows, and if rot was found, they would remove, replace and seal it prior to the new windows going in. New wood would be painted to match our existing window frames and any interior scuffing or chipping of paint would also be touched-up. Any landscaping around the area where the installers were working would be protected, and if damanged then Harley Exteriors would replace any damaged plants. Ultimately, we were promised that the "Start to Finish" would be done in a way that we wouldn't even know that they were there. Here are the facts: 1. The rotten wood was replaced with a pieces of unfinished scrap wood that is not meant to exterior use. This wood was painted with primer ONLY. It was not finished and the replaced pieces of wood did not match the existing fames. When brought to the Harley's attention, we were told to paint it ourselves. 2. The paint on the interior ***** was chipped in places up to 3 inches. This was also left for us to paint. 3. During installation, I noticed that the landscaping being trampled and was told that the plants are not their responsibility and that I should have "moved" them. (They are in the ground - not in pots). We lost mature plants and damange to others. In pointing this out to Harley, we were once again told that this was not their responsibility. Overall, they left a MESS. The salesman's lies are extensive! **************** is non-existant. After the intallation, NO ONE called to check on the job!! We had to make numerous calls before someone came out to check on the problems we were having with the windows not draining rain water. After complaining, the CEO said he would send us $250 for trim, paint and plants. As of today, we have yet to see that money.

  

  Business Response

  Date: 01/03/2025

  Its definitely not fun to have damage to plants. We checked and were showing the promised $250 was mailed out and the customer should have received it by now. As per the contract, we dont paint, and unfortunately old paint can chip when frames are removed at times. The windows do have a lifetime transferable warranty and are covered if any issues with the windows should arise.

• Initial Complaint

  Date:09/25/2024

  Type:Delivery 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.

  I ordered 5 windows texted and called salesman in the allowed 3 days to change order to 2 windows and they are holding me to their contract, of 5 windows. I want them to realize I did my change in the law of having 3 days, to change my mind. And salesman is not honoring this, or their company.

  Customer Answer

  Date: 10/24/2024

  Please see attached

  

  Business Response

  Date: 10/29/2024

  On line 10 of the signed contract it states: The work order represents that complete description of all work to be performed by **************************** for this contract. There are no verbal agreements or other agreements which modify or affect this contract. Any changes must be in writing. Stating that a different style was preferred without us being notified of the finalized specific changes and having them in writing is not sufficient reason for us to modify an existing contract out of rescission.

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22336101
  
  I am rejecting this response because: This was ******* job to change the order. He was the salesman. I'm the customer.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair 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 Jul. 12th a salesman (****) from Harley Exteriors, *** came by for an in-person consultation. We explained to him that we wanted to replace our sliding glass door with a custom sliding glass door that included a doggy door big enough to fit our dog. We introduced him to our dog and explained that our dog was 190 pounds and that we would need a door at least 30 " high. He said sure, no problem. We explained to him that this was important to us because ** **** (****************************) was just over for an in-person consultation and informed us they could not do it. When asking him to confirm if the door would fit our dog, his response was they do not let him do the measuring, that a measuring team would contact us within 1 2 days. With that, we paid a deposit of $6,174.83 and was informed that a team would be calling to setup a time to take measurements. When the measuring team came by to take measurements approximately 10-days later, they measured the window and were ready to leave when we suggested that they should probably measure our dog to make sure it would fit, so they did. On Aug. 14th, I called to check on the order and that is when they scheduled delivery and installation on Aug. 20th. Because of a funny feeling about measurements, I called the sales manager on Aug. 15th to confirm measurements leaving a message. They called my husband, told him it was not 30" high as we requested but that it would work, not to worry that it was an XXL doggy door. It was a very angry conversation and they told him he had to go through with installation and that we would be apologizing to them afterwards. They said we had 2-days to cancel our order, which is true, we placed our order on Jul. 12th and the paperwork said we had until Jul. 14th to cancel. The funny part is, the measurements had not even been taken yet so there was still no confirmation that the door would be big enough for our dog. The check we wrote for $6,174.83 cleared our account on Jul. 13th.

  

  Business Response

  Date: 10/28/2024

  From our experience our XL pet doors are designed to accommodate the largest of dogs. Weve had owners with large Great Danes and Mastiffs fit through our XL doors. We usually dont go by the exact height of the dog because even if the dog is a little taller they are still able to ****** and fit through the opening.

  Customer Answer

  Date: 11/21/2024

  Hi, *******. I'm not sure what happened but I thought I responded to the latest email request. I see the email from you regarding closing this case though and I assume something went wrong. I do not agree with closing it and I am not happy with the company's response. We are out over $20,000 and have a sliding glass door that does not work. We are being told that the dog just needs to bend down to go through it. First, I can't imagine what that would do to his joints over time and second, my dog is too wide to fit through the door even if he were to bend down. I am still looking for my money back and the door to be put back to its original state.  
    
  I'm not sure if I need to get a lawyer, or if working with the BBB is the same thing. Can you please advise me here.  
  

  
  

  

  Business Response

  Date: 12/06/2024

  The sales *** ordered the largest pet door we offer which is about 1 ft wide by 2 ft high, and many of our customers with very large dogs have been able to use them. The door was signed off for us to order and install.

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22242134
  
  I am rejecting this response because: We did not sign off on measurements with the sales *** and instead we were told he doesn't do measurements and that someone would come out and measure the door and the dog to ensure we got what we needed. The measurement team came out and measured the door and at first did not measure the dog until we called it out to them and then they measured the dog which we now know went nowhere. The dog door installed does not support any measurements of our dog that would have been taken by the measuring team. Again, we want our money back and the door returned to its original state (without the dog door). 
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 01/03/2025

  It was agreed upon for us to install our XL pet door, per the contract, and that is the particular door we installed.

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22242134
  
  I am rejecting this response because the door was not added as discussed and is unable to be used by our dogs. I have filed a complaint with the ************************* and will move forward by taking the business to small claims court. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:07/09/2024

  Type:Sales and Advertising 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.

  Abusive sales people.Haven't refunded a deposit I WAS FORCED TO MAKE in order to get rid of the salesman.Recent experience, so I don't buy the "excuse" that these Salesmen that EVERYONE ELSE IS COMPLAINING ABOUT have moved on.And they still have company reps calling me. Never ending sales ABUSE.I hope they go out of business!

  

  Business Response

  Date: 07/18/2024

  Our system shows the deposit was returned through Square on 7-15-24. Their information has also already been added to our do-not-call list on the same day they issued the BBB complaint. We always immediately add anyone to our do-not-call list upon request.

• Initial Complaint

  Date:07/02/2024

  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.

  Ive have been comparing prices between this company and another, trying to get the best price for replacing my windows. *** decided to go with the other company and signed a letter of cancellation and mailed it to them within my right to do so, which is 3 days from initial deal. there was a bit of back and forth between the companies, prices getting lower and lower, until I finally decided. In trying again to cancel with this company, Ive been met with unreturned calls and receptionists who keep telling me that my project with them is cancelled. When I finally did get a hold of someone, they basically tried to bully me to cancel with the company I chose and go with them or pay 50% of the cost of their project for cancelling. How am I supposed to compare prices when companies are allowed to do this nonsense?

  

  Business Response

  Date: 07/05/2024

  The contract has been cancelled within the allotted recission timeframe.

  Customer Answer

  Date: 07/11/2024

   
  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. Now stop being lying asshats and shady af scummy sales-peeps. You dont earn a sale by threatening a potential customer.

  Sincerely,
  
  *******************************

  Customer Answer

  Date: 07/22/2024

  Even after getting a resolution through the bbb, saying that the contract was cancelled within the allotted recission timeframe, *********************** is still contacting me, saying that Im breaching contract. Why does this company keep telling me conflicting things? *** already told them that Im not doing business with them and Im not paying the 50% cancellation fee.
  

  
  

  *********************** needs to stop harassing me and take a hint.
  

  
  

  

  Business Response

  Date: 07/31/2024

  After researching this further we're showing that the original contract was cancelled in time. However, then one of our sales managers went back out to the home to understand the project better and negotiate a different contract. At that time a new contract was written up and signed. We were ready to move forward with the project while then the new contract was requested to be cancelled, however, this particular one was requested to be cancelled after the recession timeframe. If it is not desired that we move forward with the agreed to project then it would be considered a willful breach of contract.

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 21933811
  
  I am rejecting this response because:
  I was led to believe that a Harley rep was coming to my house on June 15th to give me back my signed documents to finalize my cancellation and that would be that. Instead, they kept me again for another couple hours and caused me to be late for work and gave me a new contract. When I asked about having to cancel with the apposing company, he just casually told me to call him up and cancel it, like the letter of cancellation stuff didnt matter. So I called up the other company and told him I got a better offer and wanted to cancel. Instead of being belligerent and bullying like *********************** was, he was kind and understanding, worked with me and came back with an even better offer.
  
  So yes, NEW Harley contract. Ive called Harley Exteriors within my 3 days from June 15th multiple times asking if I need to sign another cancellation letter. Each call, I was told that my project was indeed cancelled, or forwarded to a voicemail. Recalling what the Harley rep told me on June 15th about just calling and cancelling, they must of got my voicemails. This alongside the multiple people I did manage to speak to said as much. If the cancellation letter was actually required for me to sign and mail, they did not give me a proper opportunity to do so. *** already moved forward with the other company and Im VERY happy with my new windows. Im NOT happy with how Harley Exteriors has handled this situation, terrible communication, dodged calls, distasteful sales tactics and all. I dont owe them a single *****.
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/11/2024

  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.

  6/3 Harley Exteriors came to our house for a '1-hr consultation' regarding the **** rebate. The salesman did the evaluation, then launched into a sales pitch, refusing to leave our home for 3+ hours. Our toddler was not able to get to bed at a reasonable time and we were not able to finish cooking/eating dinner as he was here until 2200. My 8mo pregnant wife was exhausted and attempted to excuse herself several times but the salesman wouldn't proceed without her. He took advantage of the situation, and continued with aggressive sales tactics, finally wearing us down enough that we agreed to move forward on the one condition that their financing would not require a hard pull on our credit. We told him that this was a hard line for us. Before we signed anything, the salesman called his finance team from our kitchen to confirm and explicitly told us that it would be a soft pull, not a hard pull. We were very clear that due to our financial environment, we were explicitly not going to sign the paperwork if it involved a hard pull. He reassured us multiple times that it was a soft pull not a hard pull so we signed the contract with a $5000 down payment. My wife called on 6/7 to discuss the contract and learned that they had indeed made a hard pull on our credit. She explained that this was contrary to what we were explicitly told and asked to cancel the contract, as we entered into it under false pretenses. Across multiple phone calls the company has bullied her and tried to write the situation off as a simple miscommunication, threatening to charge us half the cost of the full contract, while accusing her of trying to breach the contract.The sales manager spoke with the salesman and determined that there was a miscommunication on his end. Thus the information given to us was false, and our decision to move forward with the contract was based on that false information. The company has refused to refund the down payment and refused to release us from this contract.

  

  Business Response

  Date: 07/05/2024

  Some of our lenders do an initial soft pull of credit, however, once the loan is approved they will always eventually have to do a hard pull. Unfortunately, our rep was thinking that the particular lender being used in this instance was one that initially did a soft pull while in fact they initially do hard pulls. However, again, even if it were a lender that initially does do a soft pull, once the loan is approved, the bank will issue a hard pull. Theres no way to not eventually have a hard pull by any lender. We, nor any other home improvement company that we know of, issues a full refund and voids contracts due to bank eventually doing hard pulls of credit, which the lenders eventually must do anyways.

  Customer Answer

  Date: 07/17/2024

  Our objection is that we feel we were coerced into the contract under false pretenses. Whether this was a simple misunderstanding on the part of the salesman or a deliberate deception on his part to close the sale shouldn't matter. The facts of the interaction are that we told the salesman that we would not sign the contract if there was going to be a hard pull involved. Period. He then contacted his financing team to inquire about the nature of the credit pull. He then told us that there would not be a hard pull on our credit. Period. Only after -- and because -- he had given us that assurance did we eventually sign. We did not agree to a soft pull with an eventual hard pull later. We were explicit in our stance that if there was going to be a hard pull on our credit at any point, we were not going to sign the contract. This false information was the most explicit point in a sales approach that was aggressive, predatory, and deceptive. He additionally misrepresented the terms and timeline under which the contract could be voided. The response from the business does not adequately address these concerns in any way, and does not serve to alleviate our distress and discomfort about the interaction. We feel that the contract was signed under false pretenses, and so it should be voided, with a refund of our deposit. 

  

  Business Response

  Date: 07/22/2024

  We advise ahead of time 2x that our presentations can take a while because theres lots of style options to go over, and it also depends on how many questions people have for us. It was also agreed ahead of time that we would be able to meet with both home owners. With the contract being signed to order windows that can also extend the duration of time that a sales *** is present in the home. While we do try our best to button everything up as quick as possible to avoid any inconvenience, nevertheless, we also know that new energy-efficient windows are an important upgrade to a home and so we also try to be thorough about what people are investing in so theres no surprises later on. Unfortunately, the sales *** was under the impression that in this particular instance there would be a soft pull with the credit. Yet, even if that were the case eventually the lender wouldve issued a hard pull anyways, as is the case with any lender.

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21835631
  
  I am rejecting this response because:

  It still does not address our primary concern. The business has repeatedly asserted in their responses here that financing is going to be a hard pull in any situation, and that any representation to the contrary was simply a misunderstanding on the part of the salesperson. This is not satisfactory. We specifically asked if there was going to be a hard pull because we were not comfortable with a hard pull on our credit and wanted to clarify whether that would be a part of the process or not.  We were very clear that we would not sign the contract and would not be buying new windows at this time if there was going to be a hard pull on our credit. As new homeowners we are figuring out our financial situation and this was a very hard line for us, and we made that clear to the salesperson. The salesperson assured us that there would be no hard pull. He even called the businesses financing team to confirm while in our home and repeatedly told us that there would not be a hard pull at all. Whether that was a misunderstanding on his part or an intentional misrepresentation of the situation in order to make a sale is irrelevant. We were very clear that we would walk away from the sale if there was going to be a hard pull on our credit at any point related to this transaction. That is why we are requesting this contract be voided. 

  This is fraudulent misrepresentation and should be grounds for the cancelation of the contract. 

  The business has asserted repeatedly during this complaint process that any transaction of this sort would involve a hard pull. That may be something that a business who engages in these transactions regularly would know implicitly, but it is not something that we as consumers who have never bought windows before knew implicitly. Because we did not know this implicitly, we asked the representative of the business for clarification and he explicitly told us that it would not involve a hard pull on our credit. He was aware that our signing of the contract was contingent on this information which raises the concern that the misrepresentation was intentional. Again, however, whether it was intentional or a misunderstanding on his part does not change the fact that he misrepresented the contract to us prior to our signing it. We are not seeking damages at this time, all that we are seeking is the cancellation of the contract (including a refund of our deposit). 

  Finally, regarding the duration of the appointment, it was communicated to us that the appointment would be somewhere between an hour and an hour and a half. The four and a half hours that the salesman was in our home was excessive and inappropriate, especially considering that our family includes a small child and an (at that time) pregnant woman. This is not the basis of our objection to the contract, though, this is simply further context for our experience with this salesman.
  
  Sincerely,
  
  Kestrel And *****************

  

  Business Response

  Date: 08/09/2024

  To the best of the sales **** knowledge, they believed 1st Security does an initial soft pull. The credit approval documents provided by the lender, which were also signed by the customer, state that credit is being applied for and that the lender is authorized to obtain a credit report.

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 21835631
  
  I am rejecting this response because:
  

  Once again the business does not satisfactorily address the underlying concern. The response here states two things: First, that the salesperson believed it to be an initial soft pull. Second, that we signed a contract agreeing that we were applying for credit. The second question is intimately tied to the first one: We signed the contract which included an application for credit. We the consumers were unsure what that application for credit would entail, and so we asked the salesperson -- the representative of the company -- for clarification on that point. We informed him explicitly that we would not be signing a contract if it involved a hard pull, and as financing was involved we were concerned about the possibility of there being a hard pull, to which the salesperson contacted his financing team and then told us, the consumers, in no uncertain terms that there would be no hard pull on our credit. He did not make any provisions for an initial soft pull with a potential hard pull later, he explicitly told us that this contract would not involve a hard pull at all.

  Whether he gave us false information because he was genuinely mistaken in his understanding of how the credit process works or whether he gave us false information in order to entice us to sign the contract is a problem for him and the business, not for us as the consumer. We asked multiple times explicitly whether this contract would involve a hard pull on our credit and were repeatedly assured not that he wasn't sure, but that it explicitly would not involve a hard pull. That is the terms under which we signed the contract. That those terms were inaccurate means that the contract was signed fraudulently. 

  Once again: the business has admitted that the salesperson misrepresented the terms of the contract to us, the consumers. They have admitted that we signed the contract under false pretenses. The argument they have set forth essentially boils down to ignorance on the part of the salesperson. That is not the responsibility of the consumer, that is the responsibility of the salesperson and of the company for which they work to ensure that they know the terms of their sale and can represent it accurately. When they give out false information to the consumer in order to induce them to sign a contract, whether through malicious intent or simple ignorance, that is fraudulent misrepresentation and should be grounds to nullify the contract. 

  
  Sincerely,
  
  Kestrel And *****************

• Initial Complaint

  Date:06/03/2024

  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.

  We purchased windows from Harley Exteriors, **** on March 25, 2024. They had an appointment with us on May 13, 2024 to install the 6 windows. The day prior, May 12, 2024 we completely removed all the furniture out of our living room/dining room and tied back 5 10-foot curtains (they are attached to the ceiling, that is why they are so long). We received a call ****** at 8:20 a.m. the day of installation and said ": the installer had called out sick. They DID NOT schedule us the next day, we had to wait until May 16, 2024, to have them installed. We could not use that part of our house during this time because the curtains were tied back, and furniture had been removed. They came on May 16, 2024 and installed the 6 windows and found 2 to be defective. They left the windows filthy inside and out. We viewed the remaining ones and found that 1 maybe 2 could be defective as well. My husband talked to ****** and he said they were manufacturing 2 new replacement windows. He also told him about the 1 or 2 possible defective ones and asked that a production manager/ representative be sent out to look at them. ****** said no, the installers can do this when they come out to install the other 2. The appointment was set for June 3, 2024. The Friday before, May 31, 2024 my husband called ****** to confirm the windows were still on schedule for June 3, 2024. He confirmed this so we removed all the furniture out of our dining room and tied back the curtains. ****** called at 8:50 am. and stated, " The windows would not be installed today because they were broken over the weekend." I do not feel that Harley Exteriors is a reputable company, and they have no intentions of replacing these windows nor the possible extra defective 1 or 2. I have remorse for paying out the money and trusting them with our business.

  

  Business Response

  Date: 07/05/2024

  Weve spoken with the customer to see how we can rectify these concerns. We are in process of setting up a service appointment to address all the concerns. Weve gathered that the customer is available for from 7/8-7/16 and so we are now working on scheduling a time with our installer within this time period. We will notify the customer immediately once we have an opening and will confirm with them.

  Customer Answer

  Date: 07/06/2024

   
  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,
  
  *************************

  Customer Answer

  Date: 07/17/2024

  Do not close this matter yet.  We have been promised multiple times that the defective windows would be replaced.  As of yet, this has not happened - purportedly due to problems with the manufacturer.  The most recent promise is that the two replacement windows will be installed on July 25th.  Hopefully, that will happen.  

  

  Business Response

  Date: 08/08/2024

  Our production manager has been in contact with the customer about all their concerns, and they recently went out to the customers home to walk the job with the customer and look things over. It has been discussed that new windows will be ordered and looked for full qualify assurance for the customer.

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 21795386
  
  I am rejecting this response because: 

  I greatly appreciate the most recent response from Harley Exteriors.  The visit from the Production Manager left me feeling like we are on a good path towards closure.  However, I wish to keep the complaint open until the windows are actually replaced.  

  
  Sincerely,
  
  **** ********

  Customer Answer

  Date: 10/08/2024

  Things have progressed with our complaint against Harley Exteriors (#********).  They finally replaced the 4 windows defective windows on September 7th.  The new windows seem to be of good quality. 
  As such, we are now willing to drop our complaint.
  

  
  

• Initial Complaint

  Date:05/22/2024

  Type:Service or Repair 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.

  A salesman came to my home and looked at my windows and tried to sell me on the idea of replacing all of them after I had already told him I just wanted the ones that get the harsh weather elements. he quoted me ****** dollars, and I again said "I only need the front windows". turns out that was only for the front windows. after almost kicking him out of the house he brought the price down to 16k with like 9.9% financing. my wife really liked the windows' features so I said okay. they came back a week later for paperwork to sign and while signing I noticed it said 18% interest. I asked the sales man about the increase and he claimed to be unaware of it. in other words watch what you sign with these people! I decided to pay outright with no financing. the deal was half now and half when the job was completed. I gave him the check for half and about 3 weeks later I got a call saying a guy will be coming over between 10am and noon to measure. Measurement day had come and the guy was 4 hours late, wasted my whole Saturday. now for the install... I got a call saying "we can be there Friday to install your windows" I said okay and scheduled a day off of work. Wednesday rolls around and got a call saying they fell behind and they will have to do it Saturday instead so I canceled my day off. Thursday afternoon I got a text saying they caught up and they will like to still do it Friday.. Ugh!! I requested Friday off again. 8AM Friday morning got a phone call from the installer his words "umm well my lead installer was a no call no show today so I'll have to come over tomorrow and start".. I wasted 8 hours of vacation on this poorly organized company that doesn't know how to communicate. During the install a ladder slid off my roof and broke my wife's 500 dollar fountain, they got caulk finger prints all over my siding, i found a scratch on one of the new windows and they swept all the debris from the install into my gutters. my invoice even had the wrong name on it.

  

  Business Response

  Date: 06/19/2024

  Our sales reps will try to sell more windows from the outset because prices do unfortunately increase eventually overtime with inflation, but also because it keeps our window rates down for our customers, due to having to make fewer trips. It is not the common Harley experience for the initial install to be rescheduled multiple times with poor communication. We have advised our installers to make sure they communicate in advance if there are any changes so there is ample time for our customers to adjust their schedules appropriately. Our installer mentioned that one of their step ladders did fall down and chip the water fountain. Our installer offered to take care of it and were told no, its ok. It has also been brought to our attention that there is a scratch between the panes on line item #1. We are currently requesting pics of this, and have also suggested a walk through with our Production Manager so he may inspect and assess the concerns mentioned, such as the caulking. We have been advised that we will be able to setup a time as soon as the customer returns next month from their work trip.