Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired this contractor to install new windows and 2 sliding doors in my entire house. They started working the week of May 20th. On approximately May 23, it was discovered that one of the windows was broken out of the box from the supplier. The work was completed of June 1st and the owner of the company ******* *********** was paid it full and there was an understanding that the broken window would be replaced. A replacement window was not immediately ordered at the time it was discovered broken. ******* informed me on June 5th the window was three weeks away. I had to reach back out to ******* on July 3rd about a status update on the window. He informed me it was available for pickup at the supplier and suggested I pick it up and replace it myself. The window was not delivered to the house until July 24th. The window delivered was the wrong window. Robertos response to the wrong window was very unprofessional and expressed no remorse or little interest in quickly fixing their mistake.

  Business Response

  Date: 10/08/2024

  Dear Sir,

  Sorry about the delayed response, 

  we appreciate your complaint as it helps us rectify this situations. First of all please accept our apologies as the window sash arrived from the factory with an hairline crack which was undetectable during the delivery of the product to your home, it is our understanding that upon completion of the job you were satisfied to the excellent installation we performed and the sash that was found broken was to be ordered and replaced. I personally apologized to you onsite at your home taking the responsibility even tho was out of our end since a factory mistake which it might happened during transport from the factory to out facility, in any event according to the factory and our records we reorder the sash right away and within reasonable time we delivered the sash to your home and replaced with the broken one, only at the time we realized that the sash they send from the factory was incorrect, after that I have called you personally and apologized to you informing that a new sash had to be put into our portal processed and reordered apps the same day as when we realized that was wrong, The windows that we installed into your home are custom made windows, neither the factory or especially ourselves have no sashes in stock that would work therefore they have to be remade. to help facilitate the time i asked the factory to speed up the process because if i remember correctly you were selling the house, We did the best we could on our end to make sure that we stayed on the top of this project from the beginning to the end, I m very sorry if you feel like I have not showed enough remorse or not apologized enough and paraphs I need to do a better job on that, mostly important is that we own to our mistakes and make our company better. Im very happy to see that the final result we attained is to your satisfaction and thank you again for your business hoping that you will consider HomePro Remodelers for future needs. Sincerely Roberto 

  Customer Answer

  Date: 10/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22063029, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  Eric Callen