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:03/18/2024

  Type:Product 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.

  My partner and I purchased 10 windows for our screen porch through Classic Exteriors. We quickly noticed the windows did not open completely about 10" from the top and most of the joints were sloppy. The window quality was very shotty and not at all what we expected from custom made windows Not once did Rick or anyone from his company tell us the windows would not function properly and open completely like a normal window. We immediately called Rick who came out to our home (after many excuses) and stated he is only the installer and that our issue is between us and the window company who made them. The windows were ordered through Classic Exteriors and installed by Classic Exteriors. This rationale would be one of Rick's many attempts to deflect and redirect. Once I challenged Rick's excuse about not being responsible for the window fully functioning... Rick responded "I never said the windows would open the entire way." I told Rick he never said they wouldnt and any reasonable person would expect a window to open fully. Once pressed Rick said he would reach out to the window company. Rick went on to state that he would "take care of you", "I'll make sure you're happy" and something about being in recovery and "doing the right thing". Rick pressured us for the remaining funds stating that he has to pay for the windows and his employees and promised us that he would personally resolve the issue. Rick said that maybe they can adjust the windows to open fully and put in new joints. Rick only said this to appease us to get the rest of his money. After pressing the issue Rick sent out his son and a representative of ******* ******* *** ***** to clean up the joints and to tell us there is nothing they can do to fix the windows so they would open properly. Rick has never followed up and refuses to make it right.

  

  Business Response

  Date: 04/29/2024

  The customer had a screened in Back Porch and wanted to enclose it with windows. The holes that were screened in were 34 & 3/4" x 82". Initially they were sold sliiding windows and the manufacturer said they could not make sliding windows that tall for safety issues so I went back out and met with the customers. I told them we were sorry but the only option was to change to Double Hung windows and that even then that was the biggest Double they could make. They decide that they wanted the windows in order to use the room during the colder months and add a new custom door so I gave them a large discount on the door for their inconvenience and ordered the custom built windows for them as they were the only option to close the room in. The windows came in and we set up a time to install them and did so. We installed the windows and door correctly. When Mr **** did not like some of the welds in the corners windows and asked if they could open any farther I said I wasn't for sure due to the size but that I would reach out to the manufacturer and ask if there was any kind of adjustment we could due to them. They paid the balance due minus $699.69 until we could address those issues. I emailed the manufacturer and CC'd them in. The response was slow but they said they would send their service guy out on a certain date that Mr **** wrote a nasty email about saying that wasn't acceptable. I emailed my contact there and asked if there was any way they could come sooner because the customer was not happy with the date.They moved the date up but asked if we would send someone from our company for confirmation that the work was done and customer ok'd. I sent someone from our company. Unfortunately there was no adjustment to make the bottom sash go all the way up even with the top sash due to the extreme size of the windows. I understand that with screens only you have more unobstructed view but windows have frames and operating limits. Ultimately you have to sacrifice some view to to get the benefits of the additional use of the room during colder seasons. The windows themselves are very good windows that were installed perfectly and operate exactly as they should. We install them all the time without any issues. I have all the emails showing I did everything I could to please the customer and take care of their wants and needs. I never recieved the $699.69 balance due either. All the products we sell come with warranties from the manufacturer and we warranty the installation. With that beiing said I feel I did everything I possibly could to please Mr. **** and fufilled our contract Professionaly even though we weren't paid in full. 

  Customer Answer

  Date: 06/03/2024

  Rick continues to do an excellent job deflecting and misdirecting from the real issue, the windows are not as promised. The "nasty" email was a firm email informing Rick that we are well aware of his pattern and tactic of stalling and waiting people out. Rick knew the most important factor about our selection was a minimally obstructed view. Again, not once did he say anything about the significant limitation to the windows opening fully. His argument "I never said they would open completely" sums up his business ethics perfectly.  Rick is also lying to the BBB regarding: "I never received the $699.69 balance due either."  What Rick fails to tell you is $200 of that was for an item that his crew broke when installing the windows. We had to go back on our security system to find the installers breaking the item because they failed to tell us. Moreover, we have Rick recorded stating $200 was credited for the broken item and another $500 for the inconvenience. Rick said if we paid him the balance left he would work with the manufacturer to get the windows corrected so they would open like a normal window and minimize the gap. To our detriment we trusted Rick and paid him the balance due IN FULL.  Rick's statement about not receiving the amount due is an absolute lie that can easily be proved. 

  Customer Answer

  Date: 06/05/2024

  As you can see from the photos, there is not one break in the view a normal window would have, but three breaks. Also added, are pictures of the sloppy welds holding the window together. The stock windows in our home made in China have a better appearance and work properly. 

  

  Business Response

  Date: 06/06/2024

  The windows manufactured by ******* have their own warranty from *******. We warranty the installation only, and if the customer has an issue with a window, they simply take a picture of the sticker in said window and reach out to ******* for resolution. Initially when Mr. **** said there was an issue with the window, I reached out to ******* for him and set up a time for *******'s service department to come out because I wanted to help if possible. Mr. **** then threw a fit because of the time frame ******* was able to schedule him for so again I reached out to them and was able to get it moved up. The bottom line is Mr. **** is unhappy with the brand of window he purchased because they cannot fully open, and the frames do not allow for a full view like the screens they replaced. I agree the welds could be better, but again that would be something for ******* to fix as we do not build windows. He should reach out to them and set up either a service call or a simple sash replacement. After the personal comments he has made I don't feel like I would ever want to do any kind of business with him again unless something was wrong with the installation.

  Sincerely, 

  Rick

• Initial Complaint

  Date:01/20/2023

  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.

  Description: We met with the salesperson for Classic Exteriors on 9/9/2022 to get a quote for a new gutter and to replace 8 windows. When Eric from Classic Exteriors came out to give us pricing we were determined to keep the payment for the gutter work separate. That is why I paid $1800 when the gutter work was completed. It was never my intention to combine the gutter work with the window work because I intended to pay for the gutter work separately which is what I did. Classic Exteriors has used the $1800 towards the purchase of the windows and gutter work which was not my intention as so stated above. In addition, when I received the contract from the bank it was in the amount of $20k and I never signed the contract and the reason being is that I did not need that amount of money to complete the work. Signing a contract with Classic would have obligated me to pay for something that I did not need. I have been contacted by Classic Exteriors attorney to pay for windows that I did not receive. Classic has refused to send me the email thread where I supposedly sent back the signed contract. This is in addition to the other complaints I have. Your thoughts on how I can bring this to closure with Classic Exteriors would be greatly appreciated. Thanks, ********** ******

  

  Business Response

  Date: 01/23/2023

   "It was never my intention to combine the gutter work with the window work because I intended to pay for the gutter work separately which is what I did."

  The customer claims she never intended to purchase gutters and 8 windows at the same time, and yet that is exactly what she did. Not only did she sign a contract on 9/21/2022 to order 8 custom windows for her home, she wrote a check that day with the words "gutters and 8 windows" in the notes section on the check. In addition to the check and the contract signed on 9/21/2022 with our salesman, On 10/1/2022 she signed the measure re-check page that we send to the manufacturer to order the windows.

  "In addition, when I received the contract from the bank it was in the amount of $20k"

  The customer claims she received the contract from the bank approving up to $20,000, of which $6245 was actually needed to fulfill her obligation of the contract. She was approved for more simply signifies she was approved up to $20,000

  "Classic has refused to send me the email thread where I supposedly sent back the signed contract"

  She claims she never received the email thread - attached is the thread

  We have 8 custom made windows she ordered that were made to fit her home. We would be willing to reduce contract by $1200 (8 windows X $150 labor per window) of the $6,245.00 owed seeing as we have not yet installed her windows and we will deliver them to her home where she can find another contractor to install them. 

  Our offer is for her to pay us $5045 ($6245-$1200 labor not yet incurred) and we will deliver her windows or she can pay the full amount of $6245 and we will install her windows. 

   

• Initial Complaint

  Date:01/01/2023

  Type:Order Issues
  Status:

  ResolvedMore 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.

  On 29 September, Classic Exteriors contracted to create a 30 inch side entry doorway into my garage. They agreed to begin the work within the month estimated as a 27 October 2022 start date. The job was estimated as a 3 day effort including rough drywall finish. They agreed to finish the effort however at not later than 31 December 2022. They took a payment of $2259.97, which was in excess of 30% (let alone the agreed to 25%) they said was required as a deposit and I never heard from them until I contacted them on 12 Dec. I requested a full refund if they were going to not meet their agreed to 31 Dec date. I got a call back a day later on 13 Dec and was told refunds were not given, “it’s not how we do business”. I was then told drawings were completed and a building permit already issued. However, in further conversation Classic Exteriors then admitted they did not know the electrical code requirements for New Albany and that there was no permit yet. Without code knowledge, there could also not be competent drawings. Then Classic Exteriors blamed the delay on receiving a door on supply chain issues and that if they ordered a door on 13 Dec (2.5 months after contract award) it would be in on 24 Jan. In our conversation I repeated to them three times that my home was built with Jeld Wenn doors from **** ***** and that I had already checked and discovered there were 3 doors identical to the one required for the job on the shelf at the HD 3 miles from my home. Classic Exteriors tried to change the subject each time and said “they would look for a door in Grove City”. They promised to call me with a progress report within 2 days. No call was ever received. I checked HD again 10 days later and the still had the 3 doors on the shelf. There was NO supply issue.

  

  Business Response

  Date: 01/05/2023

  On September 29th 2022 Mr. ********* hired us to cut an opening in his garage wall to install a custom ****** 30” X 80” door. This project is more than just a simple door replacement. It requires a structural modification building permit. It also includes a composite 4x4 landing and a step up on the inside. We must cut the exterior wall, install a double 2x12 header above the door to carry the weight of the roof above, then frame out the sides with king/jack studs, cut the siding, then install j-channel and brickmold on the outside, and finally trim the inside with interior casing, primed only casing.
  We explained to him the building department will require an exterior light on the outside and a switch on the inside. Mr ********* said there was already a light in the vicinity of that door, which there is. If the building department agrees, a new light wouldn’t be needed. We made sure to specify in our contract: “Side of garage already has exterior light. No electric work will be done in this agreement” Exterior  light, wiring, and switch would not be included or charged for to Mr *********. If the building department says different, then we can always do a change order to add one later. He said that was fine and agreed by signing the contract.
  Mr ********* requested the door to swing outward. ****** is a custom manufacturer that makes every door custom from the ground up, so if that’s what he wants, then ****** can make it. Most house entry doors swing inward so the hinge pins are located on the inside of the home. This is another factor which makes this a custom door.
  
  Mr ********* signed a contract on 9/29/2022 (See attached) and paid a deposit of $2,259.97 (1/3rd) on his credit card and signed the credit card receipt (See attached). 1/3rd deposit is standard for any custom remodeling project.
  We give our customers the courtesy of an ESTIMATED start date and an ESTIMATED finish date. Typically, a job like this signed at the end of September 2022 would take 9-12 weeks between ordering the custom door and installation/inspections. Once we have all material and permit, it would take 3-5 days depending on how quickly the building inspector gets to the job to sign off on the 2 inspections, framing and final inspections. If electrical work was included in our contract, there would be an additional electrical inspection. 
  
  On December 13th we received a call from Mr ********* saying he wants to cancel his contract and would like a full refund because the contract says the estimated completion date says 12/31/2022. He claims there’s no way we would be done by the 31st so he wants his money back. We explained to him that’s not how we do business. The estimated start and finish dates are a curtesy so the customer can schedule their personal life around what we think the time it will take to get the materials and approx. time it takes to finish the work once start. Many of our competitors don’t offer this courtesy. ESTIMATED start and finish dates are not in our contract to give the customer a valid reason to cancel just because we are outside those dates. In our contract directly below these estimated dates explains that events outside our control like supplier shortages, labor strikes or disputes, bad weather, ect… may change the estimated dates. Besides, it was only Dec 13th. We still had 2 weeks according to the estimated dates.
  Our salesman did make a mistake when he entered the dates. He entered the start date would be at the end of October and the work completed at the end of December. There’s no way us, or any contractor, could get a custom door in 4 weeks, but because the estimated completion date was 9 weeks from when the contract was signed, we felt we might be finished by then based on one we just completed. (see attached of comparative contract and job photos)
  When Mr ********* called on the Dec 13th we called ****** to get an update on an expected arrival date. On December 16th ****** reached back out to tell us due to supplier shortages Mr *********’s door has placed on inventory hold until mid February 2023. (See Attached)
  We explained to Mr. ********* that due to shortages the door would take longer than we anticipated. That’s when the discussion of getting a door from a local box store like **** ***** began. There are a few things to note:
  1st ****** will charge us for a custom door canceled after being placed into production even if the delay is their fault. We have been able to negotiate a reduction of cancelation fees and in this case we believe we certainly can. We believed it so much so that offered to take responsibility financially for any ****** cancelation fees if Mr. ********* was willing to change from a ****** door to a Jeld-wen door as he stated in his complaint. This option is still available for discussion.
  2nd ******** doors come primed only and would have to be painted. The ****** door had factory paint. We are not a painting company, but we offered to Mr. ********* we get a door (******** or similar) from a big box store and have one of our technicians paint the door in our warehouse first, then after it dries, we would install it. This option too is still available.
  3rd There is the outward swing door option issue. The big box stores may have a 30” door in stock, but only primed, and only inward swing doors (for the reasons I mentioned above)
  If Mr. ********* would be ok with an inward swing door, we can certainly install it.
  
  In the complaint Mr ********* mentioned the issue about the electric light. Mr ********* and Classic Exteriors had an agreement in writing that electric light and wiring would not include any electric light, wiring, or switch. The New Albany Building Dept may still come out and say the exterior light that’s currently there is sufficient. I that case no new light would be needed.
  (From the complaint: “However, in further conversation Classic Exteriors then admitted they did not know the electrical code requirements for New Albany and that there was no permit yet. Without code knowledge, there could also not be competent drawings.”)
  Yes
  
  As I mentioned before, we just finished a comparative door cut in job just like Mr. *********’s days ago. The project was contracted 10 days after his and completed in mid-December. That customer also had a light already and the inspector came out and said we needed to add a light and a switch. We would not have been able to get that far unless we had drawings, structural permit, an inspector assigned to the project.
  Adding a light and switch to a permit already pulled is a simple phone call and fee.
  
  The only conversation Mr ********* wants to have has been for him to receive a FULL REFUND. Mr. ********* was given, and he signed, his 3 day right of recission (see attached) in which he did not cancel.
  We are still willing to work with Mr ********* by offering to:
  
  - Cancel the ****** door and CLASSIC EXTERIORS will pay for any cancelation fees- NO EXTRA CHARGE
  - Instead, we will install a ******** or similar door from a big box store instead - NO EXTRA CHARGE
  - We will look for an outward swing door, but if none are found because they are special order Mr ********* would have to agree to an inswing - NO EXTRA CHARGE
  - We will transport the door to our warehouse, we will pay for the paint, we will then pay our technician to paint it - NO EXTRA CHARE
  - If the building department requires a light and switch, we will send an electrician out and pay him to install it - NO EXTRA CHARGE
  - Hardware such as doorknob and deadbolts do not come with Jeld-wen or big box store type doors. Hardware is sold separately. We will pay for the hardware and install it - NO EXTRA CHARGE
  - We will then install the door as agreed in the contract 
  - OR he can wait until the ****** door is complete which now looks like end of February and we continue as originally planned - BUT we will still cover any electrician costs as described above
  We believe these terms are more than fair 
  If agreed, these are our terms:
  - Mr. ********* must honor the payment terms originally agreed to ion the contract $2,259.97 Deposit which had already been paid $2,259.97 Due upon arrival with door in hand upon start of work, then $2,259.97 Upon completion of all work and successful PASS INSPECTIONS from New Albany Building Dept
  - Door warranty from ******** is not the same as ******. We will honor our lifetime installation/workmanship warranty, but if Mr ********* has any door issues, he must deal directly with ******** on warranty.
  - We will paint the door in a professional manor, but we are not a painting company and will not warranty the paint. Any paint issues would go directly to the paint manufacturer warranty.
  - We will not warranty the electric work, but the licensed electrician we pay and send out there will warranty for 1yr which is customary

  Customer Answer

  Date: 02/06/2023

  I accept the business's response to deliver the door and permit at no further cost to resolve this complaint.
  Regards,
  
  **** *********

• Initial Complaint

  Date:09/19/2022

  Type:Order 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.

  In September 2021, I contacted Classic Exteriors, LLC to install a backyard patio. On September 24, 2021, I was approved for financing through **** ******** Inc for $24,727, with a monthly payment of $253.62 and with 15 years (180 number of payments ). I have an HOA for my community and all home improvements must be submitted to my HOA and approved by my HOA before the commencement of project. My HOA never approved the project so the installation of the patio was never started, so the funds approved by **** ******** Inc. were never used. On September 13, 2022, Rick of Classic Exteriors contacted the **** ******** Inc. company to draw up a new loan application because it has been over 1 year (September 2021 to September 2022) from the old loan application. The new loan is for $32,334 with a $2842.16 monthly payment and with 12 number of payments. According to the new loan application, I’m expected to pay alomost $3,000 per month for 12 months. My gross monthly income is $8000, my net monthly income after taxes is much less. I can’t afford to make a monthly payment of $2842.16. I signed the NOTICE OF RIGHT TO CANCEL. The NOTICE OF RIGHT TO CANCEL states “If you cancel by mail, you must send the notice no later than midnight 9-16-2022.” to cancel the loan application because based on my income, I can’t possibly pay $2842.16 in monthly payments. I signed the I WISH TO CANCEL clause of the loan application on September 16, 2022. On September 16, 2022 at about 5:00pm, I sent the copy to both Rick and Eric ******************************) of Classic Exteriors, LLC email addresses and to Aqua Finance, Inc email address ([email protected]). Rick of Classic Exteriors is sending me threatening emails about paying for expenses of supplies. As far as I know, The ***** ******* *** never approved the project. If the HOA never approved the project, the patio can’t be installed. Why would they buy supplies for the project without approval from the HOA?

  

  Business Response

  Date: 09/19/2022

  We would like to extend our deepest apologies. The computer that generates that paperwork clearly did by mistake. **** ******* has a default start from 12 month loans all the way to 180 months loans . The loan term wasn’t selected properly. The loan documents have been canceled and we would like the opportunity to redo the loan paperwork for the correct term of 180 months. 
  

• Initial Complaint

  Date:08/01/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Description: On 4/18/2020 consumer contracted with Classic Exteriors to have a patio and deck installed. Consumer stated when the patio was poured, someone walked on the patio and footprints dried in the new concrete, the lines were not completed and the concrete in the back is crumbling. The contractor stated he would pay for the patio to be repaired and resealed. Consumer also had to pay $800 for removal of gravel left on her property by Classic Exteriors. Consumer stated the contractor is not responding to her to complete the job. Cost of job was $21,300. Supplier: Classic Exteriors **** ***** ** ***** **** ********* ** ***** ************ 

  

  Business Response

  Date: 08/19/2022

  We set up and paid a new contractor to completely repour the concrete
  They are currently working on it as I write this email. You can also see she relieved us from future liability 
  Let me know you received and we are good please

  Customer Answer

  Date: 08/22/2022

  8.22.2022, BBB received vm from ***** ******* stating that Classic Exteriors repaired her patio and her complaint can be closed resolved.