ComplaintsforAbby Windows LLC

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ********************* and I hired Abby Windows and Exteriors to replace the roof of a property I own at 2739-2741 **********************************************************************. The job was completed in August 2022. After returning to ********* and examining the work, I found issues.I reached out to my sales rep **** on 8/20/2022 and emailed my concerns and photos. He gave me the name of **** and his number *************, he is the one that takes care any issues. A couple days later I finally connected with him. He said he would take care of the issues and today is 10/24/2022 and I am still looking for an answer.I am being ignored by this company and they have been paid. I reached out to the office manager with no help either. I reached out to my sales rep again on 10/17/2022 to let him know nobody is getting back to me and all he could say is I am sorry. It's not his fault , It's the people in the office and production that are ignoring this issue. This job is over $23,000.00!!! I need help in resolving this. I have been dealing with this for over two months. They have been very unprofessional and disrespectful.

  

  Business response

  11/07/2022

  This customer has been contacted and informed of our decision and resolution. 

  Customer response

  11/08/2022

  No, I am not.  I am just stating that it has not been resolved as of yet.
  

  
  

• Initial Complaint

  10/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Abby Windows LLC, to replace my roof, to cover my facia, soffits and replace my gutters. Today is day 47 that my roof was replaced, and gutters removed without completing the job. My roof was replaced September 2, 2022, and they did not have materials order for the facia, soffits and gutters. Nor did **** have me scheduled either. Materials were ordered Sept. 13th for a delivery of Sept. 22nd, after several requests from me regarding the job. I have been nothing but pushed around and have had horrible interactions with Abbys employees. Mid-Sept. I had five inches of rain and I had water in my basement. All four corners of my foundation. I want this job done and if they are not going to complete the job, what is **** going to do to protect my foundation? I didn't even mention they are adding an additional $4000 to the job. Or the mistakes that were made and now I have to pay for it. My last on-site meeting was with ** on October 14th and have heard nothing from ****. Abby Windows LLC has not treated this job with any sense of urgency for the potential damage to my home, respecting the customer to include talking to me in a condescending manner. Very unhappy and concerned about the potential damage to my property. I have asked to speak to ********************* personally to no avail. Please reach out to Abby Windows LLC and help me get this job done to satisfaction of both parties. Thank you.

  

  Business response

  10/26/2022

  This customer was fully communicated with and her job required a change order which he didn't want to pay. We could not install the soffit/fascia/gutters with the current state of the home. Here is the email we sent her on 10/17 to which we received no response but a bbb complaint.

  Good morning ****************, 
  
     I was about to call you to discuss the items we looked at together but I realized it would be better to email so that we have communications to refer back to. 
  
    I discussed the rafter tails with B and he told me that the amount that you were quoted in the change order is inclusive of considerably more than what I understood initially. Here's the list if items that I was told are included in the change order:
  
  1. Cut back of all rafter tails to enable proper installation of new fascia board, custom bent fascia, soffit and gutters
  
  2. Installation of all new fascia wood on all sides -Important note is that I have been told that you requested "select pine" which is considerably higher cost than standard pine. If that's still the case then the material cost is roughly double what we would normally use. Is this necessary? I ask as it will be immediately capped and never visible once the capping is completed. It's your home and your project so if you would like us to source the select pine, we can do so but if that's the case, then there is no concession that can be made on the material cost. 
  
  3. I have been told that the change order is also inclusive of replacement of all the rake boards and ends that are rotted as well.Meaning, for example, that the rake boards on the front left and right side that are badly rotted, are included in the price of the change order. 
  
    Can you please confirm for me that the items I've outlined are in fact what was discussed between yourself, B and E when you were on site, and if so, are those items still all needed?

  , I do not believe that we are going to be able to complete the work needed to execute on our contract to her satisfaction. I believe that should we undertake the remaining work outlined in the contract, which is inclusive of soffit and fascia, gutters and some exterior wrapping, we would not be able to satisfy her. There is an outstanding change order that was presented to her which she disagreed with and then attempted to place the responsibility on us, based on *** guidelines. Once **********, the *** Rep and I visited the home, *** determined that there was no issue with the roof as it pertains to the rafter tails, and that the roof installation we completed was sound. Once *** made that determination, I reiterated her choices to her regarding the change order, and potential outcomes, at which point she then said that we should "split" the change order cost with her, based on the delay of her gutters. I told her that we wouldn't be splitting the change order cost, but that I would review the labor and materials included in the change order and find out if there was anything that could be changed or omitted. After speaking to E, he said that, at his visit on site with B, that ***************** had told them that she only wanted "select pine" to replace the exterior fascia boards which will be needed once the rafter tails are cut back. Per the last email response, you see that she denies that claim. If that's the case then we could bring the change order cost down to $600. I have not presented that idea as of now as I believe that the best course of action will be to return to the home,sister the rafter tails back to the state they were in prior to commencement,and void the remainder of the contract for soffit, fascia and gutters. 

   

  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.
  

  I am doing my due diligence and if the Contractor is stating that a change order was sent, they need to produce that order according to the contract.
  
  The Contractor breached the contract when they unnecessarily cut the rafter tails without a prior discussion with me and a signed change work order. Per my original contract "Any changes to the scope of Work, price, terms of payment, or other terms must be made in writing and signed by Contractor and Customer."
  
  

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

  Customer response

  11/14/2022

  Have you heard from the company? No
  

  
  

  Are you satisfied with the company's efforts to resolve this matter? No
  

  
  

  If not, please explain.
  

  
  

  The Contractor breached the contract when they unnecessarily cut the rafter tails and too short on the east side of the home without a prior discussion with me and a signed change work order. Per my original contract "Any changes to the scope of Work, price, terms of payment, or other terms must be made in writing and signed by Contractor and Customer."
  

  
  

  The Contractor is not acting in good faith, unprofessional practices and poor business practices. The contractor is not taking responsibility for defect of workmanship and to correct the defect without cost to the Customer. The contractor walked away and left without gutters being installed. This is unacceptable. 

  
  

  Kind regards,

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

  
  

  

  Business response

  12/08/2022

  We have decided to terminate our agreement with **************** as we have told her we cant do the job without additional work needed or it would not be done properly. We can fix the two rafter tails and deduct the remaining work from the bill. If she doesnt call us back, we cant resolve this. We kindly ask that she call the office to finalize everything. (414)436-2229z

  Customer response

  12/15/2022

  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.
  
  Currently, the roof that was installed September 2, 2022, is now leaking visibly to me as of [1:30 AM] this morning, December 15, 2022. I will not entertain this offer for reasons I have already stated previously. I have filed a formal complaint with NARI of ********* Disagreement Resolution Procedure. Abby Windows LLC is well aware of that complaint. I also filed a claim with GAF ***************************** today for my roof. Abby Windows LLC continues not to act in good faith, and I fine this unacceptable.  

  I will reiterate: 

   The Contractor breached the contract when they unnecessarily cut the rafter tails and too short on the east side of the home without a prior discussion with me and a signed change work order. Per my original contract "Any changes to the scope of Work, price, terms of payment, or other terms must be made in writing and signed by Contractor and Customer."

  
  The Contractor is not acting in good faith, unprofessional practices and poor business practices. The contractor is not taking responsibility for defect of workmanship and to correct the defect without cost to the Customer. The contractor walked away and left without gutters being installed. This is unacceptable. 

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

• Initial Complaint

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The siding project for my house was poorly managed from the beginning if it was managed at all. After waiting 10 months from contract to begin date, I got a call from ***** at Abby Windows with the title of project coordinator. She said the project was ready to begin and a delivery of the materials would be done on Friday, July 15 unless it was raining. On that day, it rained all day. In the middle of the downpour, the supplier shows up and wants to know where to unload the materials. He unloaded them on the driveway and because it was raining all day, the pile fell over because it was about ************************** pouring rain.********************* with the title of director of production from Abby Windows came to collect the portion for which I wrote a check. We also made up a punch list of things that needed to be taken care of before we would consider the job complete. On that form, **** wrote that it would be taken care of within one or two days. It was not one or two days. It was not one or two weeks. Will it be one or two months? I doubt it. We asked point-blank to **** that once they receive money, are they going to no longer provide any of the services or fixes that were on the punch list. Essentially, we were asking them if they were going to quit on us as of August 2. That is exactly what happened.I tried contacting Abby Windows on August 17, 18th, and 19th and made about nine calls. One person answered the phone. They transferred me to what turned out to be another voicemail box. I tried the customer service line again and the person there was going to contact someone and get back to me. She said that with such certainty, I believed her at the time. Of course, no one has contacted me. I left about five voicemail messages to contact me concerning this punch list. I wanted to know if and when things were going to be completed. Again, no one from Abby Windows had enough common courtesy to return a phone call.

  

  Business response

  09/02/2022

  Please contact the homeowner as this has been addressed 

  Customer response

  09/02/2022

  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.
  
  no one has shown up to complete the items on a punch list. I was to hear from them on Sept 1 or Sept 2 and have not heard anything. no one has come to complete the job. 
  
  Regards,
  
  ***********************

  

  Business response

  09/06/2022

  Please call our office directly as to assist you. *************. 

• Initial Complaint

  10/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello- we paid Abby Windows $24,002.25 (invoice ****) to replace the majority of windows in our new home. The process went very poorly; they extended their timeline multiple times, changed project managers twice, and had very poor communications throughout the process. Two of the windows were installed improperly; both have been repaired, but the second window leaked and this caused damage to our wall. We had to remove and replace moldy drywall and insulation as a result. Unfortunately, we discovered this damage after we had paid our final invoice with Abby Windows. We also discovered that Abby Windows had not caulked the bottom of each window they installed, which is letting in bugs and outside air. Further, the invoice with **** was to replace and restore our windows, and 4 windows still require restoration. I wrote **** on 10/27/21 to request a resolution to these issues, and am still awaiting their decision. We asked them to complete the job and cover $200 for materials.

  Customer response

  10/24/2021

  Hello *****,

  There are two current issues with the windows that I am asking Abby Windows to address: 

  1. There are 5 windows that need to have additional trim added for the windows to be considered restored. These are located in the master bedroom (1), boy's bedroom 1 (2) and boy's bedroom 2 (2). Abby Windows corrected the same issue in the upstairs bathroom. I have attached pictures of the bathroom window before and after the work was completed. I also sent Abby Windows two pictures of a bedroom window that needs the same work to be completed, but was unable to attach them to this email due to the constraint of only 4 attachments being included. Please let me know if you would like me to send them in an additional message.

  2. Abby Windows did not caulk the bottom of any of the windows that were installed. They indicated to me that this is their standard practice, and sent me a home improvement discussion forum to support their position. I asked if they had a source from the window manufacturer or their company that spoke to this stance, but have not heard back. I have let them know that my request to have the bottom of the windows caulked is still active, as I am concerned that this opening lets in bugs and weather. I sent pictures of the uncaulked windows in my original complaint, but please let me know if it would be helpful to send them again.

  There was a third issue in my complaint that my husband and I have resolved ourselves. A window in the boy's bedroom was not fully sealing, which let water in. This caused mold in our drywall and insulation. My husband has fixed this issue as we did not want to have mold in our home. However, I have asked Abby Windows to reimburse us $200 for materials to make the repairs needed due to the faulty window installation. I attached multiple pictures of the moldy drywall and insulation in my original complaint, but please let me know if it would be helpful to resend them. 

  Per your request, I have attached two documents regarding window warranty that were provided by Abby Windows. If there is any additional information that you need, please let me know.

  Thank you,

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

  Customer response

  10/28/2021

  1. The signed proposal does not explicitly state that windows were to be caulked on the bottom. 

  
  

  2. The 5 bedroom windows have an insufficient amount of trim to cover the area of the window. They are unsightly as you can see the old wood past the trim, which is discolored and has an uneven surface from where the old window was removed. I've attached three pictures to this email: a close-up and farther away picture of a bedroom window that needs additional trim, and a picture of the upstairs bathroom window, which originally had too little trim but ultimately had additional trim added to cover the old, uneven, discolored wood. On page 2 of the attached proposal signed by Abby Windows, the cost includes: "furnish and install new exterior woodwork around windows." At present, this has not been sufficiently completed.

  
  

  As additional context: my husband and I purchased our home in October 2020. As a condition of purchase, the seller agreed to replace 13 casement windows, and our realtor (who is also a salesperson for Abby Windows) connected us with Abby Windows and procured the signed proposal I have attached to this email. This proposal became part of our home sale contract, as you will see in the attached Amendment to Offer to Purchase. The funds to pay Abby Windows were held in an escrow agreement, which was intended to be paid when the job concluded.

  

  Business response

  12/07/2021

  Abby Windows & Exteriors responds to every service issue our customers may be having. We sent out our service technician who looked at this job. The customer did not have the window closed which was causing what she called a leak or defective window. Upon shutting the window and locking it, our installer solved this issue that was due to the fact the customer did not have the window shut. 

  The trim has a bottom uncaulked to allow for water to not to get trapped and to drain out. 

  The customer paid for an "insert" or pocket fit install. Therefore, there was no interior woodwork sold to her. She did not pay for new millwork/casing. We installed an interior stop as to not show the insulation we installed. 

  Any drywall or issues the customer experienced were due to the customer not shutting their window properly. 

  Customer response

  12/09/2021

  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

  12/09/2021

  Abby Windows has not addressed any of the items in my original complaint. I disagree with their assessment that we failed to properly close the window that leaked. During the storm, we repeatedly attempted to close the window in a way that would stop water from leaking, but we were unsuccessful in our efforts. After Abby's technician came to our home and adjusted the window, we were able to achieve a secure seal and have not had any subsequent issues with leaks. This indicates that the window was not properly installed initially and this failure is responsible for the water damage.

  I also disagree with Abby ******** claim that we are requesting services that were not covered by our contract. Providing sufficient trim around the interior of the window is part of what we paid for in our contract. Currently, five bedroom windows lack sufficient trim. Abby Windows corrected poorly installed and insufficient trim on other windows in our home, so I do not understand or agree with their claim that the bedroom windows are somehow different or exempt from this contract requirement. 

  I am extremely disappointed that Abby Windows is declining to address any of our complaints and am dissatisfied with the outcome of my Better Business Bureau complaint. I will strongly advise others against hiring Abby Windows. 

*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. ↩