Complaints
This profile includes complaints for The Montell Co., LLC dba Montell Construction's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:06/18/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My wife and I signed a contract with Montell Construction on 05/21/2021 to remove 12 windows and for them to be replaced with 6 windows and a sliding glass door. After waiting 6 months for the windows to come in, which was understandable due to the supply chain issues, they came to install the windows on 11/15/2021. The windows they installed were damaged and had tool marks and scratches on the frames and the large picture window was dual pane, not triple pane as we had specified. The door hardware on the slider is also upside down, along with scratches on the frame. I contacted *******************, who is our contact at Montell Construction, about the issues. He had someone come out and look a them and said they would reorder the windows. We didn't hear anything else from them until March of 2022 when they said the new windows were in and came out to install them. When their crew came out to install them they were at my home for a couple of hours, didn't do anything and left without saying anything. I contacted **** again and he stated that the reordered windows were wrong and he would be in contact with me regularly in regards to my project. Since then I have heard nothing from them. I would like Montell to refund me the $8050.00 I have already paid them and to cancel my contract with them as they are no longer allowed in my home.
Business Response
Date: 06/20/2022
We are definitely empathetic to the longer lead times in today's window industry. Before Covid-19, we received windows in just 3-4 weeks. But for the last couple of years it has changed to 4-6 months. We always inform every single customer of this, and most do understand. This particular order is further customized by multi-color, custom painted (white interior, beige exterior) windows which takes even longer. It is true that we installed the windows here on 11/15/2021, 11/16/2021, and 11/24/2021. We did in fact return on 3/11/2022 with every intention to address and service issues. That did not go so well, did not meet our standards, so we simply re-ordered everything (7 items) Those items are to arrive approx. on 7/11/22, and we have every intention on completing this contractual agreement. I show many communications in our system keeping the client informed, just trying to keep this brief as possible. I simply cannot open any of the attachments from my desktop, but am confident we have everything accounted for and are ready to conclude the week of 7/11/22. I know its been frustrating, but our contract mentions "custom items" as well as the delays in our contract. If the homeowner decides to cut us off and not allow us in the home to do our work (denies access) we will take the appropriate actions any other contractor would take. We are not medical doctors performing critical surgery where malpractice is in play. Contractors are human beings and can make mistakes (same with window manufacturers and suppliers), but this is not a breach of contract where nothing has been done. I have record of the entire scenario and the different communications throughout this process. Please confirm if we are going to have the access to complete this work > 7/11/22 and if there is anything else - we have always delivered and will here too! I say this only to inform you (no threat), if I have to place a lien or involve our law firm in collecting.. it can get very expensive on the homeowner as ****** ******* charges over $500.00 hour. Please be nice and kind, we will deliver here soon!Customer Answer
Date: 06/21/2022
Complaint: 17446240
I am rejecting this response because:
This is blatantly false there has been virtually no communication from Montell they are lying and the product and workmanship they supplied is of inferior quality. I also do not appreciate them threatening me with legal action over not wanting them in my house when their cree has been nothing but unprofessional and rude.
Sincerely,
*****************Business Response
Date: 06/21/2022
I'm sorry that you feel this way but is untrue and we have physical proof/ documentation to support that. I will attach our communications here for your review. Obviously, we agree the manufacturer supplied us with defective units and we are merely working through this situation as your contractor to our very best ability. There is NO "threat", we will be processing and applying a Mechanic's Lien on your property in the coming days - to protect our financial interest. The new replacement windows and parts will still arrive here at Montell mid-July and in a normal - peaceful situation we'd be able to finish our work. If you'd like to have the BBB arbitrate the situation, we'd agree to that 100% If you cannot agree to arbitrate, we will *** you. If we have to *** you, you "may" be responsible for any and all costs in our collecting on this debt. I tried to warn you a little bit about attorney's fees, could be more than the entire window project! There will not be any financial reward to you for being nasty and untruthful with us. I am sorry the window units were defective, but this does not constitute a breach of any contract. Sometimes mistakes happen, everyone is human, but we are here fighting hard for resolution and to complete our contract.
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