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Complaint Details
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Initial Complaint
07/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We hired Abby Windows to replace our roof, gutters and side siding. We hired them in June 2022. They didn't start work until August. They worked very sporadically with long periods between any work. They finished in January 2023 after many calls and ended up doing a very poor job. They broke our awnings, porch light, and destroyed our TV antenna. The new trim they installed is misaligned and torn. They left 8 bundles of shingles on a skid in the lawn, rolls of vapor barrier, and 12 long stacks of siding they refused to pick up. We had to find a way to dispose of it on our own. There were discarded nails and garbage scattered all over the driveway they didnt clean up. The gutters are hung so badly water pours out the middle every time it rains. The photos taken during the course of the work confirms all this.Customer response
07/18/2023
We were asked to supply communication details between us and Abby Windows.
I've attached a Word Doc and will also list them here.
List of communications with Abby Windows
Date Type From Message
7/19/2022 text **********; Asked if they came to measure siding
8/18/2022 text **********; Says roof may be next week but siding, soffit, fascia is a little delayed
8/19/2022 text TJ Moon wants to start roof
8/23/2022 text me sent photos of broken awning and antenna
8/23/2022 text **********; He will pass the meesage to TJ and get an answer
8/28/2022 text me asking about gutters (have none, with a lot of rain)
8/28/2022 text **********; dont have date but it should be shortly after roof
8/28/2022 text **********; Asked if I spoke to **** about awning and antenna
8/28/2022 text **********; **** said he was coming out this week to remove the awning and try to repair it, and to check on the antenna. (I never heard from him again.)
8/29/2022 text **********; Gutters should be soon. Says antenna had to cut and removed to install new roof. (This was not in the plan.)
8/29/2022 text me We had the roof done twice before and he antenna wasn't an issue.
8/31/2022 text me **** says there was no way around it.
9/1/2022 text **********; He will talk to **** about installing a new antenna, and about the awning.
9/19/2022 text me sent photo of the old soffit and fascia falling off over our back door
9/19/2022 text **********; will check with TJ about eta for remaining jobs
9/28/2022 text **** *********; would like to send **** out to look at awning, pick up garbage and leftover materials (this never happened)
10/7/2022 text me I asked if it was normal for workers to open and go in a garage without homeowner's knowledge. Asked if he heard anything further about the anetna and awning.
10/7/2022 text **********; It's not normal for workers to go in a garage without notice. It should have been communicated that they needed and outlet.
10/7/2022 text **********; He will talk to **** on Monday about the antenna and awning. He knows they are planning on fixing them but they are very busy. He will stay on them daily until ist's done.
10/7/2022 text **********; He asks if the gutters are operating smoothly
10/7/2022 text me I say it's hard to tell without rain.
10/7/2022 text **********; He will let me know Monday about remaining work.
10/7/2022 text **********; He says I should ignore the finance final signature until everything is done.
10/17/2022 text me Asking about old roofing garbage, dumpster on our driveway still (since 8/22/22),antenna, awning, remining work updates (photo of garbage and dumpster.
10/17/2022 text **********; He was not aware of the garbage still there. He will have garbage picked up Monday, and dumpster after.
10/17/2022 text **********; Says antenna needed to be removed
10/17/2022 text **********; We will get a credit or money back for the awning
10/17/2022 text **********; Siding,soffits, fascia will be taken care of ********************************************************** text **********; He will try to make it better for us with credit or compensation
10/17/2022 text **********; The current state of the project is not what he sold us.
10/28/2022 text **********; He asks if I heard from anyone about the awning or antenna
10/28/2022 text me no
10/28/2022 text **********; TJ or **** said they should be giving some money back or doing the work
11/16/2022 text me I ask if there are any updates. Everytime it's windy, we lose more trim (sent photo)
11/16/2022 text me sent photo of snow-covered materials along with dumpster still in driveway
11/16/2022 text **********; He does not have an update, and asks what work needs to be done yet.
11/16/2022 text **********; He says our money has been pulled from Dividend and if I spoke with anyone.
11/16/2022 text me I tell him roofing and gutters were done (gutters temporary)
11/16/2022 text **********; I have not spoke to anyone from Dividend (I regularly receive monthly statements from them)
11/22/2022 voicemail Aliyah asking if dumpster was picked up, and wanting me to sign the certificate of completion
11/23/2022 call me talked to Aliyah the ongoing issues and I cannot sign a certificate of completion when the job is far from complete
1/9/2023 voicemail ***********; Siding should start on 1/17/2023
1/17/2023 voicemail ***********; would like to schedule soffit, fascia, gutters
1/24/2023 call me Letting ****** know about all of the issues.
1/31/2023 voicemail ***********; asking if the leftover product was picked up (it never was)
5/16/2023 email ***********; asked about all of the leftover materials
5/16/2023 email ***********; She will send someone to pick up the materials (no one did). Also she would wash the remaining balance of $90 if I remove the bad review. I was not aware of any outstanding balance.
5/17/2023 email me Sent ****** photos of the problems, dumpster and garbage, broken awning, broken antenna, broken outdoor light, soffit buckling, old trim sticking out, corners not mitered
5/17/2023 email me sent ****** a video of the rain pouring out and over the new gutters
5/18/2023 email ***********; She will contact a different gutter installer to fix them.
6/27/2023 email me Asking ****** about the gutters (haven't heard from her)
7/2/2023 email me sent ****** photos of the inside of the attic and the holes from the tearoff
Business response
07/24/2023
We have reached out to the customer to arrange a time for our project manager to enter the attic to view the issues that cannot be seen from the exterior of the home. Our project manager will reach out again as quickly as possible to arrange the meeting onsite. Once we have arranged a time that works for the customer and our project manager, we will be able to determine what issues still remain unaddressed from the initial complaint items and will be able to bring those items to resolved for the customer. We look forward to bringing this matter to complete for the customer once we are able to get onsite with them, and if the customer needs our contact number for confirming scheduling, we are more than happy to arrange that time with them at ************. Thank youInitial Complaint
06/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had a full house exterior renovation 2 ******* ago. That in itself was a nightmare. Now I am in the warranty stage and it has gotten worse. The seal on one of my new windows is bad and it fogged up October of 2022. It took 4 phone calls before I received a response. Since then I have called 13 additional times. In February I was told that it was damaged in shipping. And would have to be reorder. I have called 6 times this month. Was told twice I would receive a call back with an answer.And here I sit. Still waiting for an answer. The person in the warranty department said that it's really not his job and he would talk to the person responsible and have them call me that day. Two times I was promised a call "today"8 MONTHS, 17 PHONE CALLS. I still don't know when or if they're ever going to fix the window.I very frustrated HELPCustomer response
06/28/2023
Abby has already contacted me via email requesting that I fill out a warranty claim form. I filed the warranty claim back in October 2022. Responded to them with that information. Said I would not do it.There are a few others issues that I should have mentioned in my first email:Sweeps on doors are pulling apart.Square piece of foam at bottom of door frame came off. Was told in October that these both need to be ordered.A piece of siding on the rear of the garage is shifted for the third time.Kitchen door bad squeak third time.Inspection was not done for new window installation. Rough was. required .Moles are getting under the siding.That can't be good.Business response
07/20/2023
Please call our office directly to service your window ****************Customer response
07/28/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I called **** as I was asked to. We scheduled an appointment for July 25th. Within the hour I was contacted requesting to change the appointment to July 26. I agreed. 4 hours before my scheduled appointment time I received a call asking me to reschedule again. I am now scheduled for August 1st.Their response means nothing if they aren't getting here to actually resolve my issues.
Regards,
*******************Customer response
09/01/2023
The window, loose siding , foam jam squares, squeaky doors are fixed! The sweeps they brought were the wrong size. Need to be reordered. Have not seen any progress as far as the permit inspection, and I'm still waiting for a call back from them.
Business response
09/09/2023
We have been out and inspected this. We also have a part on order that we should be receiving in the next week to schedule.Customer response
09/11/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I would like to wait until the repairs are done to accept their response. I am still waiting for a response regarding the permit inspection.
Regards,
*******************Business response
09/27/2023
Im not sure what *********** has that is a new issue. We have completed anything she has made us aware of. If there is a new issue, please give us a call directly, ****************.
Thank you.Initial Complaint
06/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We contracted **** in 11/2021 for windows in 4 spaces in our home. Total contract price of $8,066.00 and anticpated completion in ***** weeks. Following the initial sale and window measure we were told it would cost an additional $600 for the egress in our basement, which we agreed to. On 6/30/22, **** attempted to install windows, unfortunately there was a clear issue with all windows except the bathroom one. The office and basement were the wrong size and the garage window was broken. We were then told the egress size needed for the basement didn't exist, so we ended up cancelling that and buying elsewhere. On 8/17/22 a 2nd attempt to install the office window and fix the garage window was completed. During the winter months, we noticed cold drafts in our office. On 1/2/23 we contacted ****. On 1/6/23 **** investigated and determined that all sashes needed to be replaced, trim was also broken in the process. We were told it would take ~6 weeks. After no follow-up over 6 weeks later, we contacted **** several times; 3/1,3/2,3/3, and 3/6/23. Finally, we spoke with the director on 3/7. This led to multiple additional meetings with **** and the Provia rep at our home. It was determined by Provia that we did indeed need new sashes. On 4/28/23, **** came to finally finish the project. The worker wasn't clear on what they needed to do. They had expired expansion foam, and didn't have one of the sashes or trim to replace the broken piece from before. They also caused vibration that knocked a picture off the wall, broke a picture frame and a surge protector. We asked them to leave and contacted the Director with no response since. Over a year and half after initial contract, we do not have new and properly functioning windows. We also had increases in heating bills all winter due to their product and install. We are beyond dissatisfied with the work and professionalism from ****.Business response
06/27/2023
Currently, the replacement sashes are in our posession and are prepared to be installed. This is a warranty issue, that the manufacturer has acknowledged responsibility for. Once the sashes are replaced, the drafts should be corrected. However, if the replacement sashes do not properly fix the issues, then the windows will be reviewed for possible full replacement. However, we cannot proceed with filing a warranty claim for a full replacement with the manufacturer until the replacement sashes have been installed to determine their effectiveness. If the Grinker's are prepared to allow the service tech to come replace the sashes, then we and Provia are prepared to perform.Customer response
06/27/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
We have already given Abby Windows several opportunities to fix or replace the windows, and they have failed every time. The previous time Abby Windows was out they: Sent a tech who didn't know what he was here to do, didn't have all of the sashes he was supposed to, didn't have the replacement trim needed to fix previous damage they'd caused, had caulk that expired years ago, and shook a picture off the wall causing damage to the frame and a surge protector sitting below. Furthermore, two sashes he did replace on the last visit are also defective and it appears that the window frame is warped. If that isn't enough, the Director never returned our messages or calls to try and resolve this matter, forcing us to seek legal counsel and pursue additional options like the BBB.
Regards,
*******************************Business response
07/27/2023
With the new sashes not correcting the problem, we are going to have our Service Manager reach out to the customer to schedule a time to inspect the window frames to supply to the manufacturer so we can come to a satisfactory resolution for the customer. Our service manager will reach out by end of day 7/28/23 to the customer to arrange a time that works best for everyone's schedules. Once the frames are inspected, a determination can be made as to how proceed with this warranty claim.Customer response
07/28/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
As I send this at 10:30PM on 7/28, Abby Windows did not contact us as they said they would. This is typical of the track record we have had with them. They have not lived up to the contract, claims, or commitments they have made. Furthermore, just prior to the BBB response from Abby Windows on 7/27, we also received a response from them via the ****** of ******** Protection in ***** contrast to this offered resolution. Below is that quoted response. Most importantly in that response, they admit to installation problems that they had not previously. In previous communications they told us all of the issues were due to faulty sashes. Additionally, they falsely state that we ceased communications with them. On 4/28 at 12:35PM we left a voicemail message with the Director, ************* asking for a call back ASAP. We called again at 12:39PM with no answer. There has been no call back or messages from anyone at Abby Windows to date. That is why we took further action. Since Abby Windows continues to prove that they cannot abide by their contract, commitments, or claims, we expect a full refund so that we can have the windows correctly replaced by another company as soon as possible.
"Per all of my discussions with both Provia, ***** who is **************** tech, and *********************** who visited the home to fix the small problems with the installation, everything outstanding pertains to warranty issues with the sashes.
All replacement sashes have been received and are currently in the warehouse, per *********************, and are ready to go out for installation. This has been communicated to the ******** several times. However, the Grinker's ceased communications with our service coordinator, who is no longer with the company, and decided to pursue action through the BBB and the state.
We are standing by ready to perform the sash replacement once they will allow us on site to complete."
Regards,
*******************************Initial Complaint
04/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
June 20, 2022 - *********************** provided all signed documents/contracts to commence ordering products and begin work
June 22, 2022 - Final window measure by **** (no longer with the company)
June 26, 2022 - Final payment for the required deposit was made so that orders could be placed
September 19, 2022 - **mail from *********************** the windows have a tentative ship date of 10/10/2022
November 2, 2022 - *********************** asked if I received a text from *********************************** stating the product was received and asked if 11/28-12/2-2022 would be OK for window installation. They texted my home phone. I never received the message until ***** sent me a screen capture of the message from his phone.
November 28, 2022 - Window installation began
December 2, 2022 - Window installation crew left the afternoon of December 2nd, but window installation was not complete. I was told I had to pay 100% of the window cost since the crew left December 2nd. I explained one sash was broken, front triple window was sitting in my garage and was not installed, insulation was not complete, no caulk on jamb extensions, windows were incorrect, etc. Windows were no where near complete, not even close. *********************** told me his management said I would have to pay 95% of the total bill regardless of the installation not being complete, wrong windows, and broken windows. Payment was made to satisfy 95% of total window bill.
December 2, 2022 - *********************** admitted via **mail he ordered the double casements wrong. Both were supposed to open, and only one moves on both windows.
December 7, 2022 - ***** confirmed via **mail that the broken windows were confirmed ordered by *************
I communicated several times with *********************** about the issues with installation and windows. All of a sudden, he no longer works at the company.
January 5, 2023 - Last communication with *********************** was January 5, 2023. He left the company.
I requested the measure document **** (final measuring technician, he left the company, too) provided the company after leaving my house on June 22, 2023. I didn't get her name when I called the **** offices, but I was asked "Why do you want it?", and I responded that I wanted it for my records. It was clear to me they were trying to hide something. I was told by this person that she would not provide this measuring document to me.
I was told I would be introduced to my new window sales rep who replaced ***********************. I have not heard from this person nor have I been contacted by anyone at Abby Windows and Exteriors.
March 6, 2023 - I **mailed *********************, owner Abby Windows and Exteriors a *** documenting some of the countless major issues of our installation, windows, etc. I also sent a 13-page printout of the *** document to her via **** Mail with tracking code (I can prove it arrived at the offices). I kindly asked for a response within 72 hours. She never responded.
March 9, 2023 - ********************************* came out to the house to view the installation and product issues. He stated before leaving that he would update management and get back to me ASAP. I have NOT received a response from anyone at Abby Windows and Exteriors as of yet. He was out to visit over 5 weeks ago. On a side note, ***** mentioned on March 9th that he believed our replacement windows for the broken ones were already at their warehouse. It is more than 5 weeks since he told me that and no one has contacted **. I was told reorders for broken products would happen pretty quickly. Why am I made to wait for a broken window replacement when they have it in the warehouse?
March 30, 2023 - I **mailed ********************* (owner) that it has been three weeks since ***** was out to view our installation and product issues. I requested a resolution plan by Monday April 3rd. I have not gotten a response back from **** or anyone else at Abby Windows and Exteriors. This is in direct opposition to the *********** "Right to Cure" law (see below and attached "Right to Cure" *** provided by ***********************).
It has been almost 5 months since the window installers left my home after a partial and incomplete installation. I have experienced complete radio silence from Abby Windows and Exteriors. I have no idea who my windows rep is, how to contact them, ********************* is ignoring my **mails and I cannot get a call through to her as the person at the front desk (*******************, also no longer with the company) would not transfer me to **** and said to relay the information to her (****) and she would get it to ****. Almost 5 months later, I still do not have a plan to replace our windows and install the correct sized ones. Everyone we worked with to order and install our windows has left and I have no one to reach out to. The owner, ********************* is ignoring all my communications.
We purchased "full frame" replacements for our windows. This came at a far higher cost, but we wanted as much glass as possible for the best view outside. It was explained that the entire window would be taken out to the studs, and a new ProVia window would be installed in its place and that full frame installation was best for maximum viewing outside. What we received were windows that were all ordered too small and wood was added to our studs before installing the windows (because the windows were ordered too small), making the space the windows occupy smaller. If you add wood, it is no longer a full frame installation. Not only are the windows smaller, but there are huge unnecessary gaps between the window jamb extensions and where the woodwork will be reinstalled. Wall repairs are now necessary because of the smaller windows, huge gaps from the jamb extensions to the studs and sheetrock will cause strength issues in the jambs and much less stability to woodwork installation. When you put a thin nail through the jamb extension into the house framing, it can be sturdy if the distance between the underside of the jamb extension and the framing is minimal. Since they added a 1x4 to every window, the additional distance of exposed nail is now the distance of shims plus the 1x4, leading to a far less sturdy installation. My jamb extensions flex as they are installed now. That is not proper installation nor will it ever be as strong as if the windows were ordered properly sized and installed properly.
We are completely disgusted and frustrated at the lack of communication from the owner *********************, Abby Windows and Exteriors and the horrible and leaky state they left our windows in over the winter months and still today! We also take issue with the quality of workmanship, lack of follow through every step of the way. They know the issues I have with my installation and products, yet they still ignore **. We have not heard from Abby Windows and Exteriors more than 5 weeks after I sent the *** (attached to this message) outlining some of the issues with our windows. It has been almost 20 weeks since the window installers left my home and no one from Abby Windows and Exteriors has been out to caulk, insulate, etc.
What we expect is Abby Windows and Exteriors order and install the proper sized windows, the windows we ordered. What we have now is an inferior installation, crooked and not square installation, jambs extending past the existing inside sheetrock (making wood trim installation impossible), countless problems and incorrectly ordered windows. Our 22 year old windows were sized properly and installed with just minimal shims to square it up and without huge gaps between the jamb extensions, why can't brand new $42,000+ windows be installed this way? We would expect that only shims would be required to properly install square and straight windows. I called ProVia (window manufacturer) and I was told that if Abby Windows and Exteriors ordered a window, they would build it to a tolerance of 1/16 of an inch. They also explained if a window was ordered properly to fit a specific space, there would be no need for extra wood to be installed since they would provide an extremely tight tolerance based on the number Abby Windows and Exteriors provided them.
Attached is the *** I sent ********************* on March 6th. The cover letter and photos outline only some of the issues with my windows. If you would like the high resolution photos included in this ***, please let me know and I will send them. I am also happy to provide proof of the **mails between me and *********************** if you wish. This entire process has been going on for months now without even so much as the owner contacting me or meeting me or providing our new sale rep name and contact information who took over *************************** accounts. They required 95% of the total bill after the contractors left December 2nd and there's so much work not done per the contract. The windows were supposed to be framed in white, as per the contract, but as you can see in the pictures, not a thing has been done to stop airflow between the inside and outside of our house.
Here is a list of incorrect or damaged windows as ordered by Abby Windows and Exteriors:
1. EVERY SINGLE WINDOW WAS ORDERED TOO SMALL FOR FULL FRAME INSTALLATION. The installers added wood to every window, a 1x4, causing a large gap in every window. In fact we have 2x6 walls so the 1x4 doesn't even reach the inside wall. If you add wood to house framing, this is no longer a full frame installation. We purchased full frame installation windows and paid a large amount of money to get as much glass and viewable space outside as possible. See *** for details and huge gaps in installation.
2. Master bathroom window was ordered too large to fit into existing opening, causing the window installation contractors to remove sheetrock inside the bathroom from floor to ceiling, making the opening larger and causing much additional work after the installation. This was completely unnecessary had they ordered the proper size window to begin with. (See photos in ***)
3. Main bathroom window was ordered too large. The window is larger than the requested window size. Even though they built new supports (previous window was octagonal), they STILL added an unnecessary 1x4 at the bottom of the framing.
4. Master bathroom sash was broken before they installed it. They taped it up (see *** for photos) and installed it. Replacement window was apparently ordered and apparently already arrived at Abby Windows and Exteriors, but no one has reached out to replace the sash, an easy and quick fix.
5. Dining room window was supposed to be a double casement with both windows moveable. We have one fixed window and one moveable one.
6. Front bedroom window was supposed to be a double casement with both windows moveable. We have one fixed window and one moveable one.
7. Front window (picture with moveable casements) has been broken in my garage sitting there since December 2, 2022. I have not received any communication whatsoever about fixing the window or removing it from my premises.
For reference, I have attached *********** "Right to Cure" law ***, as provided by *********************** (my salesperson) at Abby Windows and Exteriors. As I see it, they are already operating outside of said law:
According to *********** "Right to Cure" law, sending the **mail and *** attachment to ********************* on March 6, 2023, I completed "Step One Notice of Claim At least ********************************************************************************************** manufacturer, a claimant must deliver a written notice of the alleged defect to the contractor." It has now been well over 6 weeks and no response from Abby Windows and Exteriors as required in "Right to Cure" law as stated: "Step Two: Contractors Response The contractor will have 15 working days (or ************************************************************* door supplier) to provide the claimant with a written: (1) offer to repair or remedy the defect; (2) offer to settle the claim with a monetary payment; (3) offer of a combination of (1) and (2); (4) statement that the contractor rejects the claim and the reasons for rejecting the claim; or (5) proposal to inspect the alleged defect or perform any necessary testing.".
I'm happy to provide additional documentation of **mails and phone records as needed.Customer response
04/25/2023
4/20/2023 - I received a voice mail from *************************** at approximately 4:45PM. I was not home at the time. I called him back within about an hour after receiving his message and got his voicemail. I left a message asking for a return call.
4/21/2023 10:16AM - *************************** called and said he wanted to schedule a remeasure to replace all the windows. We scheduled April 25th at 9:30AM for the remeasure and pickup of the broken front picture window that has been sitting in my garage for more than 5 months.
4/25/2023 - 10:10AM - I removed all the cloth rags from the windows that are stuffed in place to temporarily to block outside air exchange due to voids in the insulation. I also moved everything away from the windows in preparation for the remeasure. No one showed up at our 9:30AM remeasure appointment! I never received a call or an E-mail. I called *************************** at 10:10AM asking if he is still coming out. I believe he forgot by his reaction. He admitted it was his fault. He offered to get a tech person and they would come out "in 20 minutes" but the Abby Windows and Exteriors offices are more than 20 minutes away. I knew it would be longer than "20 minutes" before they arrived. I took off work to meet them and removed everything from the windows in preparation for our appointment today, but I had to reschedule the remeasure because I needed to return to work. I have rescheduled the remeasure for Monday May 1 at 10AM. You'd think after all the installation issues, workmanship, problems, delays and communication breakdowns, they'd be extra careful not to add to the incredible frustration we have experienced with Abby Windows and Exteriors.Business response
05/04/2023
We take any issues very seriously and are addressing Mr. ******** complaints. We will make sure he is satisfied with our plan to rectify the situation.Initial Complaint
02/27/2023
- Complaint Type:
- Order Issues
- Status:
- Resolved
-Sign contract with Abby Windows -Pay half after measurements ($7,500), other half due on install. -Windows should be ready in 3 months, we get call 6.5 months later -Schedule installation date, we take day off, arrange child care, take blinds/shutters down, etc -They no show, no apology -Reschedule, then they cancel -Then they tell us windows are lost -Month later, call found windows, they refuse to apologize or compensate -Ask to review our contract they say absolutely -Then threaten us with a lien if we dont schedule, when we try to schedule -Ask them when can you guarantee installation, in writing they say February 27th -Take the 3rd day off, take blinds down, shutters, move furniture -Guarantee arrive between 8am-10am no one shows, I contact them, no one responding -This is now the 3rd time they have no showed on installation, in this process weve called them 17 times and emailed 9 times. -We feel they have stolen our money and desperately looking for helpBusiness response
02/27/2023
It was pouring rain and flood warnings today on 2/27/23. We were not going to install windows in this weather. The email we send says it is a weather pending install.
The windows were never lost and they didnt make the truck shipment when they shouldve so we tried to reschedule without any response from the homeowner. We reached out multiple times to this customer to schedule to the point where we had to tell him we would be filing a lien on his home if he didnt respond. He finally responded and we scheduled for today. Again, unfortunately it was pouring rain today so we could not install the windows.
Our Pm called you to reschedule as well but please call the office for further assistance ****************Customer response
02/28/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Good Evening,
It is so disappointing and frustrating for a company that lists a core value of integrity continues to lie and treat customers like this. We have tried over and over to get these things scheduled and installed!! The only hang up that has ever been on our end is we asked to speak to a manager about everything that has transpired only for this request to be ignored over and over. Instead we were threatened with a lien.When the Director of Production says, The windows are lostwe believe the windows are lost. When you have gone through 3 booked installation dates, two that were no shows and one a phone call of cancelation that is a problem, we think the windows are for sure lost. When you have called 17 different occasions and emailed 9 different times, it was our hope to obtain an installation date. We do not know what else to do. The Director of Production guaranteed the windows would be delivered on Monday. With respect to the weather comment, Im including all email communication the Director of Production sent me for our installation date. You can see there is no weather related information. No phone call no email to alert us. They do not reference the other installation dates as well and no shows, this is beyond inappropriate.
I got a hold of an Office Manager yesterday after calling multiple times and she apologized that it was really poor customer service on their part and someone should have contacted us. I was asking her for next steps and she informed me I would receive a phone call today at Noon today or after 3pm today to reschedule an installation, unfortunately again, we never received a phone call.
Overall, we reach out over and over with no success. Or we book installation dates and the windows are lost and twice now the installation team does not show up. I reach out and then the company threatens a lien. When we reached out again multiple times yesterday and got no response, it was strongly recommended that we contact the Better Business Bureau with whats transpired. I have never been apart of something like this and hope to find a resolution.
Business response
03/01/2023
1/11/2023 - I called customer to schedule install (install scheduled for 1/13)
1/13/2023 - 9:22am Called Both phone number to let know installer cannot make it in today but could come tomorrow (this was told to me by *****, installer), around 10:23am called both numbers, spoke to ****, I told her I could not locate her product as it didnt make the truck it was estimated for and out our manufacturer is closed Monday that I would call her on Tue. 1/17 and we could reschedule than. At 1:42pmBen emailed company through spectrum, I called Ben at 1:53pm and left him a voicemail to call me back.
1/18/2023 - I called again and left a message saying we have the windows and trying to schedule a new install date.
1/23/2023 - ****** called and left a message to schedule an install.
1/24/2023 - ****** called and left a message to schedule an install.
1/25/20223 - ****** emailed asking to schedule install.
1/26/2023 - He replied to ****** and said he did not want to schedule because he wanted to talk about his experience. ****** replied and ask him if he wanted to discuss with her his experience or she could forward to management.
1/27/2023 - *** replied to ****** and said his concerns, Then ****** and I discussed, and I called him and left a voicemail.
2/6/2023 - *** emailed ****** and asked if his concerns were received.
2/7/2023 - ****** replied to *** and said management would be in contact with him.
2/7/2023 - *** emailed ***** (**** had his email) asking for a copy of his contract. ******** said he was going to call ***. I also talked to *** and let him know that we do not reimburse for losing a day of work or daycare and we can schedule his install. I apologize for any inconvenience and explained that I called him and his wife a few times trying to reschedule. I explained again we had his windows and wanted to schedule his install. He said he wanted to look over his contract and call me back. I also gave him my email address so he could email me back.
2/8/2023 - I emailed asking ******** how the phone call went and he said he left a message.
2/14/2023 - I emailed trying to get him scheduled for install or I will need to start the process of filing a lien. *** emailed back and asked for an available date that we can guarantee installation.
2/15/2023 - I received an email asking for an installation date. I replied and said we had 2/27 through 3/3 available. *** replied and said 2/28 would work. I replied to the email with expectations.
2/27/2023 - received email from *** saying nobody showed up as it was pouring rain today and the install cant take place in the rain. ***** called both numbers and left voicemail.
We will happily get this scheduled but we need the customer to return our call.Customer response
03/02/2023
Better Business Bureau:
I have reviewed the ******** made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Good Afternoon,
The majority of these dates leave out vital information such as the returned phone calls, voicemails left by myself or my wife, emails sent with a large majority of these never being returned. What is shocking and most disappointing is the last date listed where it is states that my wife and I received a phone call absolutely never happened. Unfortunately, this dishonestly has continued as we have involved the BBB to help us with our situation. At the end of this I did make a recommendation for a resolution but we are requesting all communication to be in writing and we would request its through the BBB.
1/11
Spoke to Director of Production in Scheduling window installation. With a quick turnaround they could come out on Friday.
1/13
My wife takes off of work, we remove shutters, blinds, curtains, move furniture and have the house set. Our kids (3 and 1) are usually home with a grandma on this day, but we arrange an extra day of child care as they cant be in the house with no windows in winter. Get a phone call at 9:30am saying that installers will no longer come out today. **** sets a new date of Saturday, 1/14. Phone call later that morning informing us that windows are lost and cant be located and we have to cancel Saturday, 1/14.
1/20
Call **** and leave a message to call me back
1/23
Call **** and leave a message to call me back
1/24
Call **** hoping to get in contact with an installation team member
1/25
Get an email from **** ******** was were playing phone tag
1/26
Clearly communicate in writing I need to talk to someone about our experience and that we cannot afford to take off of work. My wife and I are going on FMLA and cannot afford taking days off
No ******** back. I request to talk to someone not only about our experience but the next installation has to be guaranteed as weve gone through multiple installation dates and product being lost.
We are ignored and do not hear from the business. A business we have already paid thousands of dollars to and have had multiple installation dates and communicated to us our product is lost.
2/6
No one has responded to me in 12 days, 8 business days. I email and ask why no one is contacting us back.
2/7
Email from ****** saying someone will follow up with you today
13 days later and 9 business days have passed after requesting a conversation with an **** *************** Have a conversation with Director of Production about everything that has transpired. She is not very receptive to the conversation. Says she apologized in January. I asked for time to review our contract given how frustrating our experience has been and how disappointing the phone call is. We made an appointment with our representation to review the contract which takes time. The Director of Productions says of taking time Of course.
I email our salesman and an automatic email shoots back saying its undeliverable
***** Director of Roofing and ***************** ***************** very promptly emails me a copy of the contract.
For clients that have already paid half, have already had multiple installation dates, have been communicated to at one point their product as been lost, the client has followed up multiple times in writing and by phone we are in a bit of disbelief with how weve been treated and ask for time to review which is fully supported by ****.
2/13
I call Abby Windows hoping to connect with the Director of Production hoping to final
2/14
Phone call and voicemail left with **** trying to install
Email received we are threated with a lien
Follow up email showing the accurate description of what has transpired and trying to schedule a date
In an email I inform the Director of Production we would like everything in writing moving forward of all communications
2/15
No ******** to 2 emails and 2 phone calls to the director of production
Reach out to another contact at **** who took over for our salesman who says reach out with any questions, their email kicks back to me
Send another email asking and an installation date is secured
Director of Production emails back. 2/27 was the date agreed upon with guarantee from Director of Production. I previously sent the communication that was sent to me on what to prepare for this date. Everything that had to be considered about this installation day.
2/27
I take off of work, reschedule a doctors appointment, move all furniture, remove all blinds, drapes and shutters, put down towels and blankets throughout the house, shovel and clear all outside areas of any snow where the workers would have to be. Of the four locations were getting new windows, two have overhead protection so I set up tarps in the two other locations so workers would be clear of any water coming down.
Not one individual called me, not one individual called my wife, not one individual emailed me, not one individual emailed my wife, and there was no voicemail left. I stood at my desk with my phone and my email up waiting.
Got a hold of the business manager at 4:45 after calling multiple times. She apologized for no one contacting me and informed me someone would call me back tomorrow, on 2/28 at either Noon or anytime after 3pm. No one called me, no one called my wife, no one emailed me, no one emailed my wife. No voicemail left.
In talking to our representation after everything that has occurred, they suggested reaching out to the Better Business Bureau to hold the company accountable. Filed a claim.
Overall, it is abundantly clear this company or individual ******** clearly does not respect us as customers and has shown dishonesty throughout the process. While we're disaspointed, frustrated and have been lied too, we want to work towards a resolution. We realize with multiple **** ******** emails being kicked back to us and informed they no longer work at ****, perhaps there is a lot of transition at this company or the company is struggling. That being said purchasing and installing windows should not be this challenging and dishonest. In efforts to come to a resolution, I would ask again this communication be communicated through the Better Business Bureau. Being this would be our 4th installation date hopefully there is a Saturday available for your installation team to install the windows so we do not have to take yet another day off of work. Considering everything that has transpired and the second installation date we had scheduled was on a Saturday, Im assuming this is a very fair request. We would also be happy in pursuing a full reimbursement should the product still be lost on your end or you are unable to commit to an installation date for the fourth time. We are available the next three Saturdays:Saturday, March 4th
Saturday, March 11th
Saturday, March 18th
*** and *********************Customer response
04/04/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.I wanted to confirm that our windows have been finally installed and hopefully we are now completely finished with this company.
Regards,
*******************Initial Complaint
01/31/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We paid Abby Windows $21,820 to replace 16 windows and install storm/entry doors. The sale took place in July 2021. Windows were installed in March 2022. The doors were installed in June 2022.The company agreed to provide a lead-safe installation of 16 windows and 2 doors. The nature of this dispute is that Abby Windows did not provide the installation services in our contract. The installation was completed poorly with many errors including missing caulk, insulation, sloppy trim/metal work, and windows not level/plumb. There are gaps where outside is visible, active airflow around windows and frames, and interior frost. They also did not complete a lead-safe installation, as in the contract and required by the **** Since March 2022, we have had several employees inspect our windows. The consensus is there are major installation issues that are not up to their standards and need to be repaired by removing the metal/trim from the exterior and treating this as a new install. According to Abby Windows employees, this is the only way to make necessary repairs and inspect for other hidden issues. They resolved many of the smaller issues in a timely manner. However, the major installation errors have not yet been corrected. Since March 2022, we have been told repeatedly by multiple employees that they would make these repairs ASAP. Abby Windows has acknowledged all of these issues and offered resolutions that we would be satisfied with. However, they have not followed through with completing the repairs offered. This is the only resolution we are seeking - to have the installation repairs made promptly so that we receive the products and quality of service we were sold. They have been aware of the issues for 10 months and our invoice is paid in full.Business response
02/07/2023
September 12th, ******** sent ********* an email saying she had signed the financing documents and it was complete.
October she reached out about trim, I had provided her with available dates for service, The week of October 31st was the first available appointment and we scheduled service for 11/4. ******* for trim was completed 11/4.
On December 23rd, during the bitter cold, ******** reached out about having faulty seals and ice on the inside of her windows, I responded to her and requested photos of her concerns.
December 27th, ******** responded with photos of her concerns. Our office was closed for the holidays 12/26 - 1/3 - she received an automatic email reply stating this.
I had covid and was out of the office the first week of January.
January 9th, when I returned, I responded to Hack immediately, letting her know I was bringing her photos to management to review. (automatic email reply stating I was out of the office was still up)
January 10th, I responded to her email again, providing her several dates for service/inspection. *******/inspection was scheduled for 1/13
January 13th, service tech inspected windows, we also sent our BA along for quality assurance and to make sure she was well taken care of. ******* tech placed new sash on order for defect inside panes of glass, and a frame that had factory defects. He noted dining room and living room windows should be shimmed and additional foam, as well as 2 bedroom windows.
January 13th ******** emailed BA, service tech and I recapping her view of inspection. I responded same day, touching base and letting her know that the replacement ************** were ordered and that I would be in touch with plans once everything was brought up to the PM.
January 16th I called Mrs **** to touch base again and let her know that we are still in process of waiting for ETA of ************** and I will let her know when they arrive. She responded via email to my call, letting me know she received my call.
January 17th I emailed hack to clarify what she was requesting as far as **** representative and *********, she was requesting an **** ********* be there on site during the service date.
January 25th I emailed ******** letting her know there is an update, we will receive replacements at the beginning of february and once we receive them, we will confirm plans, as we live in ********* and didn't want to prematurely schedule when things can change.
******** responded to my email and thanked me for updating her and to keep her posted.
January 27th ******** emailed me and changed her mind and wanted more information about the expected timeline. - I could not provide her with more information, as I stated in my email on the 25th. I reiterated that we will confirm plans once the replacements arrive in early February, as we do deal with weather changes often.
This is when she posted the review and did not respond to my reiteration.
Attached is her email stating things were complete in September.Customer response
02/07/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.This complaint will not be resolved until the work has been completed as promised in the contract.
The email I sent to Abby Windows in September stating the job was complete was after payment was made and the result of us being passed around since March. We were told, repeatedly, that the windows would be reshimmed and insulated and this work was not completed. Employees (************** ************ ****, and *****) noted the issues on multiple occasions. The shimming and insulation issues were never addressed. We told them that we would be contacting them again if the issues remained when the weather turned cold. This is exactly what we did, as well as reported additional gaps that were found.
Regards,
*********************Business response
02/07/2023
Please refer to the notes as stated we will be able to perform the service when we receive the parts.
January 25th I emailed ******** letting her know there is an update, we will receive replacements at the beginning of february and once we receive them, we will confirm plans, as we live in ********* and didn't want to prematurely schedule when things can change.
******** responded to my email and thanked me for updating her and to keep her posted.
January 27th ******** emailed me and changed her mind and wanted more information about the expected timeline. - I could not provide her with more information, as I stated in my email on the 25th. I reiterated that we will confirm plans once the replacements arrive in early February, as we do deal with weather changes often.Customer response
02/18/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Service has still not been performed. Our windows are still performing very poorly due to faulty installation in March 2022.
Regards,
*********************Business response
02/21/2023
Im not sure what more I can do but let Ms. **** know we are waiting on service parts to arrive. She can continue to complain to the bbb and other outlets but I have to wait for the parts. Once they arrive, we will set up a service date. She can continue to reject this response but that is the only thing we can do at this moment.Initial Complaint
01/29/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On August 19,2022 during our roof replacement Abby Windows LLC(****)created a dangerous defect on our roof by not applying ice and water shield(IWS) to 4-5 inches of roof boards next to our gutter. They denied this was a problem for 2 months. We were forced to stop payment of the final 50 percent payment and hire a roof consultant to confirm the defect and needed repairs. **** did the necessary roof edge repair on November 29,2022. Our roof consultant noticed flashing in poor condition and advised us that under the *** Golden Pledge Warranty in our contract all flashing should be in new/like new condition and IWS should be installed 5 inches up all sidewalls. **** has refused to do this work without substantial additional payment. We need a determination as to whether provision of like new/new flashing and IWS up sidewalls should have been done as part of our roof replacement in order to qualify for the Golden Pledge warranty in our contract. We and our roof consultant believe this work should be done at no additional cost to us, as the warranty is clearly in our contract, and the contractor should know the work required for the warranty. We also need a determination of whether our Golden Pledge warranty is still valid, if this flashing and sidewall work is not completed. (We believe **** has blocked a *** inspection of our roof to determine whether work was done to *** Golden Pledge warranty standards.)We have been bullied to provide full payment by **** filing a notice of lien on our home. They have done this with knowledge that our contract states that making full payment is acceptance of all work and relinquishment of any claims on this work. This means our claim for Golden Pledge warranty like new/new flashing and sidewall IWS could no longer be made. This strikes us as very questionable business practice. We have a detailed timeline/report which we can email if you provide an email address. We can also provide the attachments cited in the timeline.Business response
01/30/2023
This job is complete. Our GAF rep has also agreed it is a warrantable roof and the flashing is in like new condition. The customer is getting confused about counter flashing which is not pertinent to the roof. The step flashing is what the warranty refers to. It is time to pay and our attorney will be in touch next. There is nothing wrong with this roof and its warrantied for 50 years once payment is received.Customer response
01/30/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Please type your response here.]The roof consultant that we were forced to hire after **** denied that not applying Ice and Water Shield to the 4-5 inches of our roof boards next to our gutters was very clear about the requirements for like new/new flashing under the Golden Pledge warranty. We will email to the BBB lead investigator copies of our roof inspection reports prepared by our roof contractor. We have also reached out to ************** and have received confirmation that our roof contractors assessment of roof flashing requirements under the Golden Pledge warranty are correct.
Regards,
***************************Customer response
01/30/2023
Attached is the roof inspection report prepared by our roof consultant after **** denied the existence of the dangerous defect they created by not applying ice and water shield to the 4-5 inches of roof boards adjacent to gutters. The report clearly identifies the flashing requirements under GAF Golden Pledge warranty, and the flashing issues on our roof. The report was completed on 10/18/2022.
On October 31,2022 our roof consultant met with **** ***** at our home to inspect our roof. **** ***** denied the need for any flashing work and our consultant issued a second report dated 11/1/2022 further addressing flashing. I will send you that report in a subsequent email.Attached is the second roof inspection report prepared by our roof consultant. It was prepared following a joint inspection of our roof by our consultant and **** ***** on 10/31/2022( after **** finally admitted to the roof edge problem). This second report further identifies the flashing issues and requirements under the Golden Pledge warranty.
There are attachments from GAF specifications which were referenced and attached to this second report. I can provide those to you if you would want them.
What puzzles us is that if **** would only have a GAF representative inspect our roof and review our consultants report and tell us that our roof was replaced consistent with GAF Golden Pledge warranty requirements, we would immediately make final payment. Instead, since the roof edge was finally repaired on November 29, 2022, this dispute has continued with no resolution.
We reached out to ************** in mid October and they were very helpful in getting **** to complete our roof edge repair. We understand that our complaint re **** and our flashing and sidewall ice and water shield issues are currently being considered by the ************** **************** along with complaints by others re work by ****. We just learned this morning that our complaint was to be considered by the **************** at the end of January, but **** has now requested that it be deferred until February 28, 2023. So much for wanting a timely resolution of an issue! Instead they bully us again with threatening attorney action.Business response
01/30/2023
This job is complete. Our GAF rep has also agreed it is a warrantable roof and the flashing is in like new condition. The customer is getting confused about counter flashing which is not pertinent to the roof. The step flashing is what the warranty refers to. It is time to pay and our attorney will be in touch next. There is nothing wrong with this roof and its warrantied for 50 years once payment is received.Customer response
01/30/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Please type your response here.]I believe that I already responded to this response by **** earlier this morning. Could you please advise me if you did receive my response? We believe that improvements of flashing and ice and water shield sidewall work should have been done during installation, based on our roof consultants reports. We have transmitted our consultant roof inspection reports which clearly confirm this.
Regards,
***************************Initial Complaint
11/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had a tear off and new roof with gutters put on between 6/21/2022 and 6/30/2022. During the installation nails were driven through the ceiling of our 3 seasons room damaging the finish inside. We also discovered a leak in our roof around a second floor bathroom vent that was dripping through the vent and onto the surrounding drywall. The company came to visit the property and promised to fix the 3 season room and the leak on 8/25/2022. On 8/25/2022 a crew showed up to fix the leak. No one showed up to do the work in the 3 season room. After numerous attempts to contact the company and get the work done we finally had a crew show up on Nov 4th. However, they claimed they did not have a tool that would help move the job faster. On this date I also noticed the original leak had not been fixed around the bathroom vent. There were storms and the water was again leaking through the vent and on the drywall. I was told the crew would come back on the 7th to fix the 3 season room and the vent. No one showed up. After numerous calls I was finally told that they were double booked and they would return on Thursday November 17th. A crew did show up, but very little work was done and they told me that the resources were scheduled other places so they couldn't finish today. After another round of calls I was called back by a person who I believe to be a director of roofing. He told me he would be here on Monday November 21st at 9:30 am to finish the job personally. He never showed up. I now have a minimally fixed 3 season room and still have a leak in my new roof. I have exhausted myself trying to communicate with this company and get them to finish the work that was promised. I am looking for ways to get assistance in getting them to do the work and communicate with me in good faith.Business response
11/21/2022
We have every intention to take care of this service. We are short staffed and cannot get to it as quickly as we want to. It looks like we have him on the schedule to complete this service.Customer response
11/28/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The response does not resolve the issue. I have been on the schedule since August. There have been 5 visits to my house in which the first 3 resulted in minimal or no work being done. I have had at least 2 ************ where I was told a team would be by to do the work with no communication that they were not going to be there. Having short staff has never been presented as an excuse previously to me and does not excuse the lack of communication and organization of when this work will be completed. Since I filed this complaint I have had work done on 2 days and the communication seemed to be a bit more consistent. However, the work still has not been completed and I have not been given a schedule of when the work will be completed.
Regards,
***************************Customer response
12/20/2022
They promised to repair a 3 season room and did finally send someone over 2 more times to try and fix it. Some progress was made, but I am still sitting here with an unfinished room. The company left their materials in my driveway and in the 3 season room. They left the ceiling unfinished and I havent heard from them since November 28th.
I dont know if and when someone is going to come back and finish the job. I beyond frustrated that they require me to call over and over if I want anything done. My entire roofing project has been like this.
So I am not satisfied at all with the companys response to the issue and their lack of communication.Customer response
01/23/2023
The company has come out and put up the repair to the roof, but left one strip still uncovered (picture attached). They sent over a painter unannounced and he did paint the portions that the company fixed. They left their materials in the room they are fixing (pictures attached) and they still do not communicate at all with me. I do not consider the job complete yet.Business response
02/15/2023
This service is scheduled for 2/23 weather pending with our service tech.Initial Complaint
11/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In May, I contracted with ******************************** to install a new roof beginning July 5th. Upon the scheduled start date, they identified that they forgot to order the shingles. The date was pushed to August. The materials and crew arrived in August - when they realized they only ordered 50% of what was required. The job was pushed to end-September. In September, they installed 80% of the roof - but again ran out of materials leaving the roof partially exposed and a massive pile of garbage strewn across my yard. They promised to be back in a few day. A month passed. I used this time to have the work professionally inspected - revealing significant issues including mis-installation of the shingles, improperly flashing the chimney, wrong color flashing, uneven cutting, skylights that didn't fit properly and overall very poor workmanship. I reached out to **** on the daily basis for a month - finally reaching **** who attempted several repairs in early November. While better they are not satisfactory nor complete. Further, the crew damaged gutters in the process. **** verbally agreed to fix the gutters, skylights and provide financial compensation for our troubles during a site visit. Since November 3rd, I've again been unable to reach anyone at ***** A four DAY installation is now dragging into MONTH five. The dumpster and excess materials remain onsite. This has all been well documented by phone calls, texts, emails and certified letters. I have paid $23,000 so far. I would like to get 100% of my money back plus compensation for physical damages. This money will be used to hire a different, qualified roofing company re-do the entire roof beginning with a full tear off as that's the only viable solution to the problems they've been trying to rectify. Copies of a few key documents and pictures attached. E-mails, including proof that the owner, ********************* is aware of (yet continues to ignore) the issue are available to be forwarded.Business response
11/21/2022
We have reached out to finish this work 3x and the customer has not responded. We have a date in the schedule that can finish this up but the customer is ignoring us.Customer response
11/21/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
This is the most blatant lie that the company has yet told. I have phone, text and email records to show all of my attempts to reach them. If theyre claiming Ive been unresponsive, have them prove it. This business is fraudulent, unethical and infuriating.Please find supporting documentation and a recent communication with Abby Windows to support my statement that Ive not been the unresponsive party. Please add this to the complaint record.
***********************
From: ************************
Sent: Monday, November 21, 2022 10:48 PM
To: *************************** <*******************************>
Cc: *******************************; ************************* <********************************>; *****************************; ***********************************; ******************* <********************>
Subject: RE: Roof Repairs****,
First, you blindly forwarded me an internal communication. It was not addressed to me nor did it contain any questions, so not sure why youd be waiting for a response from me. Im still waiting for a response from you.Second, I understand that youre claiming that Ive been unresponsive which is simply false. Lets rewind the clock on our recent issue (this is not all-inclusive of the issues experienced):
- November 3rd, you sent a text stating that the lines should be gone.
- November 3rd, I texted back immediately informing you that itd be a few days before I could inspect and respond.
- November 8th, I sent a formal response with my findings on the repair. NO RESPONSE
- November 10th, I followed up with a text. NO RESPONSE
- November 11th, I called and left a voicemail. NO RESPONSE
- November 14th, I called in the morning. NO RESPONSE
- November 14th, I sent a text requesting a call back. NO RESPONSE
- November 14th, I called again in the afternoon. NO RESPONSE
- November 15th, I sent an urgent text. NO RESPONSE
- November 15th, I sent an urgent e-mail. NO RESPONSE
- November 16th, I was forwarded an internal communication with a brief update embedded.
- Please note: the dumpster and materials have not been collected as of this writing
Please share your record of the multiple times youre claiming to have tried to reach me without success. Id love to compare that with my records.
Lastly, seeing youve asked, Id like to understand path to full resolution:
- What are you going to do differently this time (4th attempt to fix the roof) and why do you believe it will be successful?
- What are you going to do about both the damaged gutters and removed gutter guards?
- What are you going to do to rectify the skylights which do not fit properly?
- Please quantify the discount that will be applied for the issues experienced.
*****
From: *************************** <*******************************>
Sent: Monday, November 21, 2022 4:45 PM
To: ************************ <***********************>
Subject: RE: Roof Repairs-External-
Good Afternoon
I Have not heard back from my previous email and wanted to reach out again to see when you are okay with our return to correct the issues from your last email . Please reach out and let me know when you ate okay with us coming out to repair the issues .
Thank You
****
Sent from Mail for Windows
From: ***************************
Sent: Wednesday, November 16, 2022 8:33 AM
To: ***********************
Subject: FW: Roof RepairsSent from Mail for Windows
From: ***************************
Sent: Tuesday, November 15, 2022 12:19 PM
To: *********************; *************; ***************************
Subject: RE: Roof RepairsGood Morning
I Have called in for all materials to be removed by supplier as well as the removal of the dumpster . I have spoken with Gaf and **** about the roof . I am sending them back to repair the cut shingles in the from and make them straight . He will also work on the line in the front as well .We are looking at Tuesday 11-22-22.(weather dependent) .
We will have to discuss the gutter guards once we are complete and come to a resolution .
We will bring necessary materials when we arrive on the 22nd .
Thank You
****
Sent from Mail for Windowsnd
From: *********************
Sent: Tuesday, November 15, 2022 7:50 AM
To: ****************; *************; ***************************
Subject: Fwd: Roof RepairsWhat is going on here guys?
*********************
President and CEO
Abby Windows and Exteriors
Begin forwarded message:From: "************************" <***********************>
Date: November 15, 2022 at 7:47:21 AM CST
To: *************************** <***********************************>, ************************* <********************************>, *****************************, *******************************
Cc: ******************* <********************>, **************************
Subject: FW: Roof RepairsTo Whom it may concern,
As you know by my multiple e-mails, phone calls, text messages and certified letters my roofing project has been a horrific experience for all parties. Its been going on since July and remains incomplete due to delays, inaccurate material orders and unacceptable installation.
To date, the roof remains unfinished. **** and I agreed to address the roof as the priority and then agreed that we would work to replace the damaged gutters and the issue with 3 skylights not fitting correctly.
Unfortunately, I have not been able to reach **** despite trying repeatedly over the past 7 days. This has been a common experience with ********* First, it was *****, then ** and now ****.
I have a proposal for resolution - refund 100% of my money and we will call this entire experience off. Its clear you should not be in the roofing business. I will have someone qualified redo the work in spring.
I have called the dumpster company and asked that they collect the dumpster tomorrow (11/16). It was promised to be removed on November 3rd (by ****). If I dont hear back from anyone by 5:00 p.m. today, I will be throwing the remaining pallet of materials into the dumpster before its hauled away. Failure to reply to this message by 5:00 today will constitute acceptance of this decision.
Its clear that **** has abandoned the job (again) and I can only assume you dont know how to resolve this issue.
*****
From: ************************
Sent: Tuesday, November 8, 2022 8:40 AM
To: *************************** <***********************************>
Cc: ******************* <********************>
Subject: Roof RepairsHi ****,
Sorry for the slow response on the roof. Ive been traveling a bit for work and hadnt had time to give it a good look any sooner.To begin, I will say that it looks a lot better than it did. However, when you give it a closer look, the areas of repair are pretty evident and the workmanship below average in a number of areas. Examples of this are attached. In the end, this is a million dollar home and the craftsmanship doesnt live up to that level or standard. Weve tried the repair route 3 times so I dont see that continuing to be a fruitful endeavor.
We also have the skylight and gutter issues left to resolve.
How do we bring this to final resolution?
*****
Regards,
***********************Customer response
12/05/2022
****,
I dont understand how you can possibly claim that youve completed the repairs. Yes, you took care of the 1st page of the attached (****ing Project Repair Results) but didnt touch the other areas. Again, I was home. I saw what you did and I also have security camera footage and audio to show the same including a conversation where the install crew was instructed to only cut the shingles nothing more. You specifically told the crew that, Theres a lot of money sitting on this job, all for a fu**ing cut shingle. You then repeated it a second time. First, inappropriate. Second, theres far more issues than the cut of the shingles. The cut is relatively minor compared to the rest.
I can also hear the install crew explaining to their boss that they ran out of starter shingles and had to improvise solutions where there should be starter shingles - which further substantiates my claim that the entire installation is faulty and flawed. Combine this with the number of times youre tried to repair the roof and I struggle to understand how the base layer can remain water proof after youve repeated punched holes in the surface.
Youre also heard saying in disgust that This guys checking everything over with a fine tooth comb. Youre right as trust has been completely lost. I should not have to do this and its as upsetting to me as it is to you. Had this been done appropriately and professionally from the start, we wouldnt be in this situation.
As you know, Ive taken a multitude of days off work to attend to this project over the 5+ months that this has been going on including Monday, November 28th when you were a no show. I will NOT meet you on December 6th as I cannot continue to take time away from work to have the same conversation over and over again. We will meet if and when the work is fully completed.
Let me reiterate the list of remaining concerns:
- Pages 2, 3 and 5 of the attached ****ing Project Repair Results
- Gutter and Gutter Guard Damage and Removal Slide 7 of the attached **** **** ******
- Skylight Installation Page 11 & 12 of the attached **** **** ******
If you choose to continue to try and cure, I continue to require a final inspection by one of ***s inspectors (of my choosing) to do a final review and provide written confirmation that our warranty remains valid prior to making any further payments. This was discussed and agreed during our onsite joint-visit with the *** sales representative.
My preferred solution continues to be a full refund plus damages (gutters, windows) and lets both go separate directions. I will hire someone else to do a full tear off and repair in the spring.
Please send a written proposal as to how **** wishes to close this matter.
*****
From: *************************** <***********************************>
Sent: Friday, December 2, 2022 4:49 PM
To: ************************ <***********************>
Cc: *******************************; ************************* <********************************>; *****************************; ***********************************; ******************* <********************>
Subject: RE: path for resolutionGood Afternoon
We were out the other day and we completed the repairs on the roof . The 6th will work for a walk through . I can be out around 12 on that day . We can then discuss gutters and gutter guards.
Thank You
****
Sent from Mail for Windows
From: ************************
Sent: Friday, December 2, 2022 4:09 PM
To: ***************************
Cc: *******************************; *************************; *****************************; ***********************************; *******************
Subject: RE: path for resolution****,
Per your commitment below, you were to come out and complete the repairs this week. I am aware that you and the sub-contract crew were onsite on 11/29 to align on what needed to be done. I was home during that period (on a work call until after you left, otherwise it would have been nice to talk in person) and was able to see the crew straighten out the cut edges during that visit. A few plastic tabs remain which we can talk about during our joint walkthrough but the cuts are straighter.
Why havent the rest of the repair happened according to the schedule youve agreed? Whats the new timeline for completion?
Im still waiting for your confirmation to meet on December 6th which I assume will have to be delayed given that the work is not done.
Please advise.
*****Good Afternoon
We will be out on 11-28-22 we plan on noon time arrival I will meet **** and crew we will walk the job and make sure all issues discussed in your email are addressed and get any material we might need to do said repairs and be back Wednesday and Thursday to complete repairs we might need Friday but we will know by end of first day if we need Friday to complete . 12-6-22or 12-7-22 II would like to meet with you on one of these days if your schedule allows to then inspect with you present to go over any items or details still causing issue or concern.
Thank You
****
Customer response
12/08/2022
****,
What Im hearing you say is that youre done doing repairs to the roof. Which reinforces my point from the onset of this issue. The only way to properly fix this is to start over which youve been unwilling to accept. We discussed this the last time we all met (You, the *** Sales Rep, the Roofer, and the Certified Home Inspector). I agree that youve done everything you could without starting over. I also agree that it looks better than it did, but its not correct. The cheap fix didnt work.
Im also hearing that you will not do anything more on the skylights. ***** talked us into changing these with the assurance that theyd be identical and that wed notice no difference. They dont do what was sold. How can you wash your hands of this? As a window company, Im shocked that youre good with this as the finished quality. I was not informed that Id need to hire an additional contractor at an additional cost to make your installation aesthetically correct.
Whats left to talk about on the gutters and gutter guards? You removed the gutter guards and damaged the gutters. Are you replacing them or not?
I do not need to have further conversations with the roofer or the *** sales rep. Weve done that. Unless youre going to make them start over, theres nothing more to talk about with them. Further, I hired **** you hired the sub-contractors. I dont need to be in the middle of this. You need to manage them. For clarity, my request was to have a *** Inspector review the work to validate the installation and certify the warranty, the sales guy wasnt value added.
My preferred solution continues to be a full refund plus damages (gutters, windows) and lets both go our separate directions. I will hire someone else to do a full tear off and repair in the spring.
Please send a written proposal as to how **** wishes to close this matter.
*****
From: *************************** <***********************************>
Sent: Tuesday, December 6, 2022 2:57 PM
To: ************************ <***********************>
Cc: *******************************; ************************* <********************************>; *****************************; *******************************; ******************* <********************>
Subject: RE: path for resolutionGood Morning
Yes as you stated I was on site and yes I did instruct the crew that the homeowner was going over with a fine tooth comb as I was attempting to get my point across and yes I did tell the crew they were holding up a lot of money for cut shingles . As far as the repairs go we did everything we could see was an issue . The lines are cleaned up and the metal we spoke about over the dormers was corrected previously . The Skylights are installed properly and flashed correctly ,the only issue is on the interior finish and we do not do that work . I do want to walk the job with you and get the gutter guard issue resolved . Please let me know what day and time next week you would possible be available to meet and I will work it into my schedule as well as have the roofer and *** rep out .
Thank You
****
Customer response
01/02/2023
****, ****,
Happy New Year. Can you please let me know when I can expect your written response? Its been nearly a month since I sent the note below.
*****From: ************************
Sent: Thursday, December 8, 2022 8:21 AM
To: *************************** <***********************************>
Cc: *******************************; ************************* <********************************>; *****************************; ***********************************; ******************* <********************>
Subject: RE: path for resolution****,
What Im hearing you say is that youre done doing repairs to the roof. Which reinforces my point from the onset of this issue. The only way to properly fix this is to start over which youve been unwilling to accept. We discussed this the last time we all met (You, the *** Sales Rep, the Roofer, and the Certified Home Inspector). I agree that youve done everything you could without starting over. I also agree that it looks better than it did, but its not correct. The cheap fix didnt work.
Im also hearing that you will not do anything more on the skylights. ***** talked us into changing these with the assurance that theyd be identical and that wed notice no difference. They dont do what was sold. How can you wash your hands of this? As a window company, Im shocked that youre good with this as the finished quality. I was not informed that Id need to hire an additional contractor at an additional cost to make your installation aesthetically correct.
Whats left to talk about on the gutters and gutter guards? You removed the gutter guards and damaged the gutters. Are you replacing them or not?
I do not need to have further conversations with the roofer or the *** sales rep. Weve done that. Unless youre going to make them start over, theres nothing more to talk about with them. Further, I hired **** you hired the sub-contractors. I dont need to be in the middle of this. You need to manage them. For clarity, my request was to have a *** Inspector review the work to validate the installation and certify the warranty, the sales guy wasnt value added.
My preferred solution continues to be a full refund plus damages (gutters, windows) and lets both go our separate directions. I will hire someone else to do a full tear off and repair in the spring.
Please send a written proposal as to how **** wishes to close this matter.
*****
Customer response
02/07/2023
No, the issue remains unresolved. They provided a date for a site visit but the meeting was cancelled. I will forward the message to ***** by e-mail.Customer response
02/23/2023
Wanted to let you know that Ive not heard from **** since January 31st. They asked me for dates, which I immediately provided, and they never responded after that. These dates have now passed.Business response
02/23/2023
We have had 2 scheduled appts with **************** and our manufacturer rep. ************** we had to cancel due to snow on the roof. If we cant see anything, we cant inspect it. Please call our office and speak directly to ************* ******************
We can reschedule once the snow is off the roof.
We will continue to do whatever we can to make sure you are satisfied.Thank you.Customer response
02/23/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I agree that we had to cancel once due to weather. Many of the additional dates I provided would have been clear and safe for inspection. **** did not respond after I offered new dates and therefore we could not reschedule the visit while the weather was acceptable. Both parties have agreed to wait until early April for the visit. I accept that they've responded and to the next step but clicked 'reject' on this reply as I do not consider the complaint resolved.
Regards,
***********************Customer response
04/12/2023
**** would like to bring a team of inspectors onto the property to look at the roof. This was scheduled several times during winter prior to several snowfalls. They then asked to push the meeting until April. I have not heard from them since. I await their visit which has yet to be scheduled.Business response
04/15/2023
*****,
now that the snow has melted off the roof and we dont see any insight, we would like to schedule an inspection. Can you please respond to ********************************* to get this scheduled with the manufacturer and regional reps. ***** schedule is a bit more to navigate than ours. Its much easier to contact our office directly than the bbb. We can service you much quicker. Thank you!
Initial Complaint
10/27/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
I signed a contract for a roof, soffit/fascia and gutters July 14th, 2022. Was told 2 to 4 weeks completion. My roof was done August 17th and since then I haven't had gutters on my house due to the roof. The soffit and fascia and gutters haven't been done and they have done but give me the run around. I was told multiple different times and reasons. I was told 3 to 4 weeks August 31st. Called the first week of October because I hadn't received a call, was then told the end of October. Called the 20th and was told they were starting Monday the 24th but there was rain and I would be getting a call that week to start. Wednesday the 26th because I have not received a call and was told there was nothing on my file of starting. The contract says I am to get a completion date. I have not. We are over 2 and a half months since the job was started. I don't have gutters. I want a completion date and it to be completed.Business response
10/27/2022
The customer was spoken to 3x today. We dont have an exact day
For her. She also has a lead time in her contract that is beyond what shes claiming. When we have a day, we will schedule her install.
Customer response
11/01/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Please type your response here.]
Regards,
*******************************Customer response
11/02/2022
In the last 2 weeks I've been given dates of the project to start. I took off of work November 1st because I was suppose to have a crew show up and work at 8:30. When no one showed up I called an was told the lead man was sick. Was told he had a company coming from ******** because the lead man is still sick and they'd be at my house around 9/midmorning. Called and left a message and received a call back at 11saying it would be an hour, called 2 and half hours later at 1:30 and was told the crew was 45 minutes out... no one ever showed. If this is a problem with having a date why am I given dates that are blatant lies. I've taken off of work for dates I've been told work was starting. I'm getting the run around and I'm beyond over it. I want the work done, I would never agree to have no gutters for 3 months... I want the work to be done when I'm told it will be and that has yet to happenBusiness response
11/17/2022
The gutters have been completed since last week Wednesday?
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Customer Complaints Summary
25 total complaints in the last 3 years.
10 complaints closed in the last 12 months.