Complaints

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  When I purchased my screened in porch the sales person told me it was covered under a lifetime warranty. I have some hardware that has failed and the company is refusing to fix them. Two interior handles are experiencing the same issues. One has fallen apart and the other is doing the same thing now. A door shock has fallen off due to improper installation. As you can see in the photo the installer didn’t even put all the screws in. I’ve tried contacting them via Facebook messenger to hopefully get a better response but they’ve blocked my account.

  Business response

  07/10/2024

  As of 7/9/2024, this repair was done at no cost to the customer. 2 latches were replaced, 1 air arm was replaced, and reset so no further damage would occur.

  Customer response

  07/10/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

  **** *******

   

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company actively lies about their warranty. We were told and shown that there's a 10 year warranty. It's only be a little over a year and multiple things have gone wrong. The door spring completely broken off in the first month. The fans and lights stopped working and now the door latch doesn't work. I was laughed at and mocked while being told there's a $75 fee to use the warranty.

  Business response

  04/25/2024

  Attached is our contract, and the highlighted area of the contract has our one year non-limited guarantee.  Vinyl industries explained to Mr. ***** his job was completed in October of 2022, and not 3 months ago, as he was stating.  Vinyl Industries would charge a service fee of 75.00 for the repair because it was past the one year warranty.  Mr. ***** started yelling and cussing.  Vinyl Industries will service the work, but Mr. ***** will have to pay the service fee of 75.00. 

• Initial Complaint

  07/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The business needs to change/update their POS practice. There needs to be a way to pay for services without face to face interaction. Digital access to a payment system is not provided. I was made to go to the bank, get a cashier's check and then go to the post office and mail with signature required. If not, a Viny Industries sales person would have to come to my home. A credit charge over the phone with a sales person has additional charges tied to it. I would have just mailed the check, but a neighbor is also a customer and she had her check stolen, in which Vinyl Industries has been stalking her for the payment, instead of waiting for the bank fraud department to finish the investigation. I didn't want that to happen to me.

  Business response

  07/24/2023

  To Whom It May Concern:

  Ms. ***** contracted Vinyl Industries to build screen walls on her existing rear porch on May 12, 2023 for $2,286.00.  The contract is attached and reads that Ms. ***** was putting a down payment of 762.00 and would pay the balance on completion.  Ms. ***** paid the down payment on  May 12, 2023 with a personal check (Check #****), when the contract was signed and left a balance of $1524.00.  Vinyl Industries finished her work on May 17, 2023.  Ms. ***** asked to pay the balance of $1524.00 in two payments on June 1 and June 15, 2023, each payment being $762.00.  Vinyl Industries agreed to the payment arrangements.  Ms. ***** did not make the June 1 nor the June 15 payment.  Vinyl Industries tried to contact Ms. *****, with no response.  Vinyl Industries called and emailed MS. ***** from May 16, 2023 till she paid in full on July 18, 2023.  Ms. ***** stated she was out town and would pay when she got back to town.  Ms. ***** would not respond to any attempt to contact her.  Ms. ***** could have sent another personal check to pay the balance, or she could have brought a personal check to the office.  Ms. ***** chose to get a money order from the bank and send the check certified mail.  Vinyl Industries offers to come to the customers home to inspect the work, answer any questions, and deliver the warranties.  Vinyl Industries has been in business for over 28 years and offers this type of personal service to all its customers.  
  

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had this company install a new privacy fence on my property and the fence has a 30 year warranty on the post. Two of the post have broken off under ground and are about to pull about 20 feet of my fence down with them, we have metal stakes driven into the ground holding up the broken fence posts. I contacted the company, (who installed the fence) and sent them pictures of the broken fence posts and they indicated I had to provide receipts for the fence and dates of purchase even though they are the one who installed it. They also stated the travel fee just to come and look at my fence would be over $200.00. I am a retired veteran and a senior citizen on a fix income and I feel they are taken advantage of me as they know my situation and therefore are not honoring the warranty on the fence I paid over $2000.00 for. I would like someone to help me resolve this matter before my fence falls down.. This company based upon the phone call this afternoon only wants individuals' money and gives them the false sense of security with a warranty they will not honor.

  Business response

  06/13/2023

  Mr. ******** called on May 30, 2023, at 1 pm, to report a service issue with his fence we installed on September 20, 2013.  Vinyl Industries of Savannah has a one year labor warranty and the fence materials has a 15 year warranty from the manufacturer.  The warranty is void if customer does not treat the fence 30 days after installation is completed.  Vinyl Industries explained to Mr. ******** that in order  to exercise his warranty,  he would have to submit documentation/receipts showing the purchase of water sealers used to treat the fence,( see enclosed warranty.)

  Vinyl Industries informed Mr. Vortish that since he did not offer proof of having sealed the fence, Vinyl Industries would charge a $200.00 service fee.  After a week of working with Mr. ********, on June 7, 2023 Mr. ******** stated he would get a local company to do the repair and hung up the phone on Carla Reynolds in the service department.
  

  Business response

  06/20/2023

  Vinyl Industries does not manufacture the pressure treated wood for the fences.  Mr. ******** needs to  contact the manufacturer of the wood posts and start a warranty claim. Vinyl Industries has informed Mr. ******** that the manufacturer will require proof that the fence posts have been treated.  Vinyl Industries does not require the proof of sealing the posts, but the manufacturer does.
  

  Vinyl Industries is willing to service Mr. ********'s fence, there is a service call fee and materials cost for the repair.   Mr. ******** hang up the phone on ** ***** ******** in the service department, stating he would find someone local to do the repair.  
  

  Customer response

  06/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  I know what I was told when I first called them and nothing was said about the manufacturer of the wood requiring anything. That is like you but a TV from Best Buy and it stops working because the screen failed, do you know who manufactured the screen,. are even who manufactured the cabinet for the tv. Over the years I have probably spent close to $20,000 using their services for my two homes. I thought they were a reputable company. You may end this complaint as I can tell each time they respond to you they are either changing their story or adding more requirements to me. They installed a new fence, they told me their warranty, and part of that warrant was the post was warrantied for 30 years and that what is my problem now (two posts has failed). I am sorry for taking up so much of your time in this winless problem.. I just hope other seniors and veterans do not get caught in their cycle of deception. Again, thank you for your assistance. Please close this complaint. 

  Regards,

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

• Initial Complaint

  03/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The date was October 2022, a contract was written between my family, mother( her money), brother in Florida - inherited property from our father. They were to replace the tin roof with shingles, contract >$20,000, rewritten twice, the communication was poor to start with & during. They were also contracted to put vinyl siding on the same house. (This was the 3rd & 4th project for my family. The first was a bonus room on my house, done right. I referred them to put up a new fence for my mother, they had to come back & finish some problems we noted with it.) After completed we noticed the roof was 'dipping'. I called & told them, they refused to come inspect it, we went by the business, twice, on Skidway to show pictures we took & he cussed me & my husband out & threatened to call police if we didn't leave. We left. My brother & sister have called them, no satisfactory response, Our lawyer was called once, he may have written a letter. We had a separate roofing company to look in the attic of 317 RR St where the sub-standard materials were used, old OSB Board was left with some new placed, same thing done with the crossbeams or 2x4's. Inadequate places nailed or not enough nails used. The roof was built below building code or any standard procedures.

  Business response

  04/05/2023

  To whom it may concern,

   

                On 8/4/2022, ***** ********** ** ******** was contracted for ********* ******* to remove the old tin roof and brick fireplace, at *** ******** ****** ********* **, and install a new 3-tab shingle roof and new vinyl siding, soffit, and fascia. The roof needed to be redecked using 52 sheets of OSB plywood. The OSB was covered with Raptor underlayment, drip edge, and flashing before shingles were installed. All wood fascia and new 2x4’s were installed to support the OSB. Vinyl soffit and fascia was installed over all eaves and overhangs. All walls were insulated before siding was installed with fanfold insulation. All window and door openings were capped with aluminum coil. The porch ceiling and beam were covered with vinyl soffit and aluminum coil. See enclosed pictures of before and after work and copy of contract to detail the scope of work performed. The roof was completed on 9/16/2022. On 10/10/2022, the siding, soffit, and fascia was completed.

                  On 12/12/2022, ******** ******** the daughter of **** ******** contacted Vinyl Industries asking why Vinyl Industries did not completely rebuild the roof and rafters on the home. It was explained to her that the scope of the contract did not include the replacement of the structural components such as the rafters and ridge beam. **** ******* had a 3^rd party tell her that Vinyl Industries should have removed the entire roof and rebuild it. Vinyl Industries reiterated the scope of work did not include replacement of the structure. The cost would have been around $50,000.00 for just the roof system. **** ******* became belligerent and attempted to remove documents and pictures from the office of Vinyl Industries. At this point she was told to return the stolen property and leave the office or the police would be contacted.

                  On 2/15/2023, **** ******* contacted her financial institution in an attempt to cancel the funding for her project after previously accepting that all work had been performed by Vinyl Industries as per the contract. The bank has since dismissed this request as they have determined the work was performed satisfactorily.

                  **** ******* is not a party to the contract between ***** ********** ** ******** and Mrs. ********* *******.

   

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

*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. ↩