Complaints

• Initial Complaint

  12/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3G installed a high end pool cage in January 2024 to replace one destroyed by hurricane ***. The cage came with a one year warranty against improper workmanship. Our contract states 5 1/4 inch stainless steel screws were required to attach the cage to the pool deck. They used 4 1/4 inch screws instead. 3G was called to replace them which their workers did. Unfortunately, they appeared to replace the screws with a non stainless s**** because the new screws show signs of severe corrosion in less than a 9 months. We have contacted 3G several times by phone and provided photos of the inferior screws used. This communication was over the course of 2 months starting in October 2024. The receptionist stated 3G management agreed with what was shown and stated by us. The receptionist said they were trying to get their subs to resolve the issue but as of December 4, 2024 no attempt has been made to reach out to schedule replacement of these inferior screws with the ones specified in our contract. Also, no one from 3G management group has ever responded to our multiple requests to speak with them directly. Instead we are always told they are in meetings but aware of the issue. This is unacceptable and the longer this is left in its current state the more difficult and costly it will be to remove the inferior screws. 3G can easily resolve this complaint by honoring their contract and replace these screws.

  Business response

  12/18/2024

  After the homeowner reached out to us about the issue we we let them know that we will be taking care of it for them.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Contract signed to replace pool enclosure on 12/09/2022 with a deposit of $6000. Work started June 5, 2023, with an additional payment of $6000. It finally passed inspection after 3 attempts on November 17, 2023. During the 5 months, besides the many issues with the enclosure, I complained numerous times about the screens being loose and/or not attached to the metal in some cases. After showing a manager the problems with the screens, he said he would replace all of the screens. When a crew of 3 showed up to replace all the screens, approximately 3 screens were replaced and was told the rest of the screens were tight and didn't need to be replaced. Also, where it looked like the screens were not attached to the metal, was told there was a piece of metal pushing the screen up to make it look like it wasn't attached and that it would eventually tear.The screens are still loose. On March 11, 2024, I sent the Enclosure Production Manager at 3G Home Exteriors a video of screens rippling in the wind and asked that I receive a call regarding a date and time for the screen replacements. After not receiving a call, I called on March 15 to speak to the Manager and was told she was not available. I asked that she call me by the 18th and that if she did not, I would be filing this complaint. Do date, I have not heard from 3G Home Exteriors.I am requesting all of the screens be replaced with the no see-um screens, as stated in the contract, and the work be performed by someone skilled in installing screens. The pool enclosure is still under warranty.I do not recommend this company. During the 5 months, crews would not show up as scheduled to do the work. Many times, only one person arrived to do the work. ***** showed up unannounced and while I was not at home to fix issues they made. It was evident the crew was not skilled in building pool enclosures thus having to pass inspection 3 times.

  Business response

  04/10/2024

  Upon receiving the request from the home owner, we scheduled our repair technicians to assess and address any necessary adjustments to the enclosure. The crew was out on april 1st and during their inspection, they identified areas where improvements were needed. Specifically, additional screws were installed, and certain screws were replaced and tightened to enhance the structural integrity and functionality of the enclosure. Also certain loose screen panels where replaced or tightened.
  

  Customer response

  04/11/2024

   
  Better Business Bureau:
  
  Although I do not agree with the explanation as to why the enclosure top screens are still rippling in the wind, I will wait and see what happens in the future.  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me at this point in time.
  
  Sincerely,
  
  ****************

  Customer response

  11/04/2024

  3G Home Exteriors is refusing to honor the 1 Year Craftsmanship Warranty on the pool enclosure for the period of November 16, 2023 through November 16, 2024. This warranty covers any defects or issues arising from the craftsmanship of the enclosure. The warranty is the result of multiple quality issues in the construction of the pool enclosure. I signed the contract in December 2022 to replace the pool enclosure. Construction began in June 2023 and after failing inspection twice, finally passed inspection on the third try in November 2023. One of the issues found during an inspection was a vertical post not touching the pool deck concrete it had been cut too short and in an attempt to correct the mistake, approximately an inch or more of grout was used. The vertical upright had to be replaced in order to pass inspection. During the recent hurricane ****** in October 2024, the area of the replaced vertical post was damaged resulting in the screws popping out of the horizontal bars that was supposed to be attached to the vertical post. The 2 horizontal bars on both sides of the vertical post became separated. There is no doubt the damage to the area of the vertical post was due to the lack of craftsmanship. 3G Home Exteriors is refusing to cover the damage since it was storm related. The supplemental craftsmanship warranty does not exclude storm damage. 3G Home Exteriors should honor the warranty and repair the defect/issue.
  

  Business response

  11/06/2024

  Thank you for reaching out to us regarding the recent damage to your property. We understand how challenging it can be to deal with the aftermath of a natural disaster, especially a named hurricane.
  
  
  While our craftsmanship warranty is designed to cover any defects or issues related to our workmanship, it does not extend to damage caused by external forces, including natural disasters. The extreme conditions associated with the recent storms, Hurricane ****** and Hurricane ******, are beyond the scope of our warranty.
  
  
  We would be more than happy to assess the damage and provide you with an evaluation. Our team can then discuss any necessary repairs, and we will provide a detailed estimate for the associated costs. Please let us know a convenient time for you, and well make every effort to assist in restoring your property as promptly as possible.
  
  
  Thank you for your understanding, and we look forward to helping you through this process.

  Customer response

  11/06/2024

  Complaint: 22509775
  
  I am rejecting this response because:
  
  The damage would not have occurred if the vertical post had been installed and attached correctly.   It was a defect in "craftsmanship" that caused the issues.   It's strange that this was the only "storm damage" to the pool  enclosure.   The warranty should be honored and the repairs made.  The warranty doesn't exclude anything.
  
  Sincerely,
  
  ***** Stock
  

• Initial Complaint

  01/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 11/9/23, 3G Home Exteriors salesman ******************* said that 3G could install 8 gutters and gutter guards on our home in about 3 wks from the date we sign a contract. We signed a $14,400 contract on 11/12 (attached). A $3600 deposit was given to ************** on 11/14 that cleared on 11/17/23. On 12/6/23, we left ************** a message that its been 3 wks without an update. He texted that the aluminum coil for 8 gutters was on backorder with no est. delivery date. On 12/7, we called 3G requesting a delivery date. They never responded so we called on 12/11 and were told that ************** was no longer an employee of 3G and the est. delivery of gutter material was 12/22. On 12/23 we called and were told that the gutter material had arrived but 3G cant install the gutter guards because there is no such product. 3G gave us a choice of installing the 8 gutters, without guards, or sending us another contract for 7 gutters with guards. We told them to send us an estimate for 7 gutters/guards and wed then get back to them.A week later, 3G sent a new contract for 7 gutters/guards. The price was 2X more than an estimate from another company in November, for the same product. Given the delays, loss of trust and the higher price, we decided to go with the other company. We informed 3G of our decision and requested a return of our deposit. The manager, *****, stated that 3G will be keeping the $3600 as penalty for cancelling the contract after the 3-day cancellation period. My wife and I argued that the contract wasnt valid since it tried to sell us a product that doesnt exist. 3G still refused to refund our deposit.3G Home Exteriors created a contract for items that do not exist. When we decided not to be forced into another contract, 3G unjustly kept our deposit. We consider this to be a predatory business practice. We respectfully request your assistance to recover our $3600 deposit and holding 3G accountable, so this does not happen to anyone else.

  Business response

  01/25/2024

  3G Home Exteriors had a contractual agreement with the homeowner for the installation of an 8" gutter system paired with an 8" gutter guard. The materials were received on 12/12, and our team reached out to the home owner to set up a convenient installation time. During this process, there was a conversation regarding the preferred gutter guard type.The homeowner expressed a desire to switch to a 7" system, indicating a change in their preferences.
  Despite our efforts to engage with the homeowner and coordinate a new installation date of the 8" system, they informed us that they had already chosen another provider who had completed the installation of the gutter system. This resulted in the homeowner breaching the contract with 3G, leading to the forfeiture of their deposit as stipulated in the contractual terms.
  

  Customer response

  02/13/2024

   
  Complaint: 21147242
  
  I am rejecting this response because: The only factual statement in 3G Home Exteriors response to our complaint is that we had a contractual agreement for 8 gutters and 8 gutter guards.   The rest of their response is complete fabrication.  We were told by ******* that the backordered materials were due to be received on 12/22.  If 3G received the materials on 12/12, they certainly didnt tell us, nor did they call us to set up installation.  It was US who called them on 12/22 asking if the material had arrived and when could we expect installation.  There was no discussion about preferred gutter guard type.  The discussion was about the fact that the contract we had with 3G included 8 gutter guards and yet when we called about an installation date, 51 days after signing the contract, we are now being told that 8 gutter guards do not exist.  The 3G **** ******** told us that she knows there is a screen-like guard that is made for 8 gutters, but 3G doesnt have a local distributor and therefore does not sell or install it.  We did NOT express a desire to switch to a 7 system.  We were told, by ******** that the only choices we had going forward with 3G were to have them install just the 8 gutters (and then wed have to locate a distributor/installer for the 8 gutter screens ourselves) or have them install 7 gutters and 7 gutter guards.  Neither of these options were what we signed a contract for.  It was NOT us who breached the contract.  3G breached the contract by not being able to deliver on of the products promised in the contract.  Even so, we gave them the opportunity to keep our business and submit to us an estimate for 7 gutters and 7 gutter guards.  After wasting another week of our time, they sent us an estimate that was almost twice the amount of the other estimate we received November, from another company, for the same size gutters and guards.  After verifying with that other company that their estimate was still good, we called 3G and told them that we were going to move forward with the other company and requested that 3G return our deposit.  Shortly thereafter, we were told that 3G was going to keep our deposit.  Had they told us within the first 3 days after signing the contract that they couldnt deliver on their part, we would have cancelled the contract within the 3-day cancellation period.  The fact that they waited 51 days to disclose their inability to meet their obligations in no way gives them the grounds or the right to keep our $3,600 deposit.   
  
  Sincerely,
  
  ***********************

  Business response

  02/20/2024

  In response to case #********.
  As previously detailed, we 3G Home Exteriors were able to fulfill our contractual obligations and complete the job if the customer allowed.
  When we called to schedule the install of the 8'' gutter system, the homeowners informed us they had already used another company to perform the install of 7'' gutters.
  Their fore since the customer chose to engage another gutter service provider, they are now seeking a refund of their deposit based on a decision to accept a lower quote. Our commitment to delivering the agreed-upon product remained, yet the work was completed by another company while under contract with 3G Home Exteriors. We believe our pricing and product offering,detailed in the signed estimate provided to the customer, were clear and fair,with no breach of agreement on our part.
  Enclosed, please find the signed estimate reaffirming our agreement to install an 8'' gutter system, with no specification of brand,underscoring our adherence to the agreed terms. Given these circumstances, we respectfully request that the BBB support our decision not to refund the deposit, as we have not failed to meet our contractual obligations.

  Customer response

  02/26/2024

   
  Complaint: 21147242
  
  I am rejecting this response because:

  We entered into a contract with 3G in good faith on 11/12/23.  Our decision to contract with 3G was based solely on the fact that we had lanai flooding problems due to our old 6 gutters being too small and 3G stated they could provide 8 gutters AND 8 guards while the other company we received an estimate from on 11/9/23 could only provide 7gutters/guards; cost was NOT a factor at that time.  WE called ******* on the date the backordered material was due to be received and she informed us that the 8 aluminum coil had been received but there is no such thing as 8 gutter guards.  She told us that she knew there were screensfor 8 gutters but that 3G did not have a local distributor and therefore could not provide them.  She then told us that all 3G could do was either install the 8 gutters (and then we would have to find/schedule another company to install the 8 screens) or they could install 7 gutters with 7 gutter guards.  We trusted that ******* knew what she was talking about.  As neither of the options ******* offered were what the signed contract was for,at this point, the contract was breached, BY 3G, and we were *********** a refund of our deposit.  Even so,we gave them the opportunity to keep our business by allowing them to submit an estimate for 7 gutters and 7 gutter guards.  Their estimate was 2X the cost of the other company that submitted an estimate way back in November 2023.  Had 3G called and told us that they had 8 gutters AND 8 gutter guards/screens ready for installation, at any time between contract signing (11/12/23) and the date we received their second estimate (1/2/24), we would have followed through with the original contract.  At no time did 3G tell us they had the contracted materials (8 gutters & 8gutter guards) and were ready to install.  On 1/2/24, we informed 3G of our decision to move forward with the other company and requested a return of our deposit.  They refused and continue to do so.  As this BBB complaint has not resulted in an acceptable resolution, we will move forward to the next step.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/21/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  In early January 2023, we entered into an agreement with 3G Home Exteriors to replace our pool enclosure due to damages incurred from Hurricane ***. The total contract was for just over $26,000.00, and we were required to pay 25% of that total ($6,500.00) up front. To date, no permit has been applied for and no work has been started on our home.Shortly after signing the agreement, I noticed that some of the privacy screening we had on our previous enclosure had not been captured in the agreement. This was ******* Glass installed due to a two-story apartment having been built behind our home. When I pointed this out, I was presented with a change order of approximately $3,900.00 for about 550 s.f. of ******* Glass. This became our first issue with 3G Home Exteriors. The original agreement included full screening of the new enclosure (labor & materials). The only change we were asking for was a material change, for which we were prepared to pay a fair price. However, over $7 per s.f. was unacceptable, verging on criminal. After going back and forth, we decided to remove ALL ******* Glass from the project as we were offended and exhausted. We have regularly kept in touch with 3G concerning progress toward installation. We went through numerous excuses regarding being held up in engineering. Then the issue became production. And still they haven't even filed for a permit.In addition to the issues above, we recently became aware of a ******* statute that requires a contractor who collects more than 10% of the contract price to apply for a permit within 30 days and begin work within 90 days. We have sent a certified letter to the company asking to cancel our contract and refund our up front payment within 5 working days. The letter was delivered yesterday, September 20, 2023.

  Business response

  10/27/2023

  The complaint has been resolved with the customer. The issues was resolved on our end and the customer has agreed to retract their complaint. Please let us know if there is further involvement needed on our behalf.  

  Customer response

  10/27/2023

   
  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.
  
  Sincerely,
  
  *************************

*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. ↩