Complaints

• Initial Complaint

  06/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  It has taken the company almost 4 years to install the windows we paid for, detailed timeline below. They initially installed windows that were not up to code (tempered glass).On 9/12/2020 Contract signed between Pacific Exteriors and *** ********** to replace siding and windows on ************************************. The contract states that 7 of the windows need to be tempered glass in order to be up to code. This is reflected in the quote and what we paid for.3/15/2021: Final inspection from **** *** from Pacific Exteriors on windows and siding replacement. No mention of windows not being tempered glass. 5/19/2023House inspector (from WIN home inspection) discovers that the window glass installed by Pacific Exteriors for 7 windows is not according to code (needs to be tempered glass). Approximately 5/21/2023Notified Pacific Exteriors that Pacific Exteriors did not install tempered glass as part of quote 7854 even though the contract stated tempered glass and thats what we paid for 7/5/2023Pacific Exteriors crew onsite to re-measure the windows 9/11/2023ke asks ****** of Pacific Exteriors for updates since we have not heard anything for approximately 2 months October 2023Multiple conversations with **** *** and ****** from Pacific Exteriors regarding why replacement windows are still not ordered even though we notified Pacific Exteriors in May. 10/20/2023Jake states that windows can be replaced/installed with tempered glass within 3 weeks from the order date.10/27/2023Letter sent to Pacific Exteriors with reasonable expectation of when window replacement to tempered glass should be completed (Nov 2023)The below timeline tracks the events after the letter was sent on 10/27 1/23/20245 windows replaced. 2 Windows were the wrong size 3/26/20241 window replaced. 1 window was the wrong size 5/14/2024Final window replacement scheduled, but the contractor dropped and broke the window, so installation is canceled 5/29/2024Last window replaced

  

  Business response

  07/03/2024

  Hello, Ake. I'm sorry you've had a frustrating road getting your windows replaced, we did not expect the warranty and replacement process to take so long. While some things were out of our control, we recognize that we have made some errors on our end. We continuously work to create great customer experiences, and we're sorry to hear that we missed the mark here. Our Lead Project Manager will be reaching out to make sure we can make this right for you. 

  Customer response

  07/08/2024

   
  Complaint: 21869104
  
  I am rejecting this response because:
  We don't know who the lead project manager is. You had **** assigned for us for three years and we had very hard time communicating with him (either very slow responses or no response) we can send you text messages to prove that.

  What are you trying to achieve by having the lead project manager reaching out to us? What proposals do you have to make this right?

  How swiftly do you intend to mend this?

  Lastly, we would like to know who is taking responsibility to write this letter, there is no name on it. We would like to know who we are communicating with.
  Sincerely,
  
  ** **********

  

  Business response

  07/17/2024

  Hi Ake,

  We're doing our best to resolve your issues as quickly as possible. First, we need to have a Project Manager come out and assess your problems. Then they will work to find  the best solution to remediate your problems. I've spoken with **** and it sounds like these steps are already underway. 

  Customer response

  07/23/2024

   
  Complaint: 21869104
  
  I am rejecting this response because: after discussing with the company over the phone, I did not receive any proposal on how the company proposes to make it right. Instead, the company wants me to come up with a proposal, I will do this in the coming days and continue the discussion. Meanwhile, since there is no proposal available from the company, I am rejecting their response until we can agree on something. 
  
  Sincerely,
  
  ** **********

  

  Business response

  08/20/2024

  Hi, Ake. Thank you for your feedback and for taking the time to discuss this matter with us over the phone. I understand your concern about not receiving a specific proposal from us yet. We genuinely want to resolve this issue to your satisfaction and appreciate your willingness to come up with a proposal. We will review what you suggest and work together to find a solution. In the meantime, if you have any more questions or need further clarification, just let us know. Thanks for your patience as we sort this out

  Customer response

  08/20/2024

   
  Complaint: 21869104
  
  I am rejecting this response because I still have not received any proposal or an estimated time for when a proposal would be available. I am willing to continue to work with pacific exteriors, but I also would like to see an actual proposal, which again is why I am rejecting the response at this time. 
  
  Sincerely,
  
  ** **********

  

  Business response

  09/18/2024

  Hi ***,

  Thank you for your feedback and for your willingness to continue working with us. We sincerely apologize for the delay in providing you with a proposal. We understand how important it is to have a clear plan in place, and we are committed to getting that to you as soon as possible. Our team is currently working to finalize the details, and we will provide you with a proposal along with an estimated timeline soon. We appreciate your patience and understanding, and we are confident that we can meet your expectations moving forward. Please feel free to reach out if you have any further questions or concerns.

  Customer response

  09/27/2024

  Please note that I would like to keep this case open. After 3 months,  I have not received any reply from this business other that they are working on a proposal, even after repeated conversations.

   

  I am beginning to doubt the business has any intent to actually resolve this. Is there a deadline for them to reply with an actual proposal? 

   

  Thank you 

  ke

   

  

  Business response

  09/27/2024

  Hi Ake,

  I hope this message finds you well. We wanted to take a moment to thank you for your patience as we worked to find a resolution. We understand the frustration this has caused, and we sincerely apologize for the extended delay and the oversight regarding the tempered glass that was part of your original contract.

  While the problem has been resolved, we recognize the significant delays and inconvenience you experienced. We would like to offer you a $1,000 refund. Additionally, if you'd like, our CEO would be happy to give you a call personally to ensure everything is satisfactory and address any remaining concerns you might have.

  Please feel free to let us know if youd like to proceed with the call, or if there's anything else we can assist you with.

  Customer response

  10/09/2024

  Hello, I have not been able to contact the company yet. Their proposal looks okay, but I have not seen the money or had the conversation with them yet, so I prefer to leave the case open until that's fully resolved.
  
  
  Thanks
  ke
  

  
  

• Initial Complaint

  08/26/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  June 13th we paid the company 15k 35% down on a 43k job to reside our entire home, we hadn't heard anymore from the company after we paid them. Told us they would send us introductory email going over our project. We called at least 4 times about that email. And never received it. Discussed with *************** (manager) by the 25th of July (his date) if hadnt heard from him for an update on our project we would terminate contract. We didn't hear anything from the company on the 25th, nor 26th nor 27th so 28th we contacted and disputed the payment. The company glazed over our no payment and on the 1st of August we received email saying that your project will begin the 5th and material ect be there the 4th. We told them that we terminated the contract and to contact the manager ***************. He left a vm saying how there's a problem starting our project no apology or anything. Then we received an email for a bill for **** when no tangible work had been completed. We want the bill reduced and them to have better interpersonal skills with their customers.

  

  Business response

  10/04/2022

  This is not a valid complaint. It was just a misunderstanding. This issue has been completely resolved. 

*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. ↩