Complaints

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We used Alliance for our metal roof and gutters. We were told and even have a form stating we have a lifetime warranty on this roof and gutters. It is a signed document. However, now that the dude has went off and shot at the police, we have no warranty. My roof and gutters were NOT installed properly. Our gutters leak water everywhere and hang low. We have down spouts that are already coming off. This hasn't even been installed for a year. We cannot get anyone out that is capable of fixing this without us having to pay a different company. Remind you, we had to finance this roof / gutters. So currently we are paying on a roof that was NOT installed properly, we are having a lot of issues with it, and our "lifetime warranty" we were promised is no longer in effect.

• Initial Complaint

  02/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On August 25, 2022 I had to reps from Alliance Exteriors come to my home at my request to discuss replacing all the windows in my home. I signed an agreement that day to purchase and have windows installed and paid half the cost up front ($7,722.00). I was told there were supply issues but should have my windows by Christmas at latest.In November I was contacted by a new rep asking where I was in the process and if I wanted to proceed. I explained that I already agreed to windows and had paid half upfront. Rep apologized and said he would look into it. He called back a couple days later and said they were having supply chain issues and ended up sending a guy out to remeasure for the windows. In mid-December called them back and was told windows just had to be picked up and install arranged. I called back and was told they were behind (almost a year) with window installs.Mid-January I called again and got a new person and was told prior rep was no longer with company. New guy said he would look into everything and get back to me next day. Have never heard back and now when I call no one responds and no answer to emails.

  Business response

  02/14/2023

  Hi *******,

  I know you spoke with the General Manager this morning about your installation. The windows will be in shortly, and ***** stated that your job will be installed in the next two weeks. I apologize about the delay, but the window supplier has been taking a while to build and ship the windows, so that plays into the delay as well.

  Thank you for your understanding, and please let us know if you have any other questions before you install. Once we get a call that your windows have arrived in ***************, we will give you a call to set up an install date that works best for you.

  Customer response

  05/10/2023

  From: ************************* <******************> 
  Sent: Monday, May 8, 2023 3:10 PM
  To: ************************* <***************************************************>
  Subject: Re: BBB Complaint ID ******** - **********************
  
  Updated information.
  
  On March 17, 2023 my windows were finally supposed to be installed. Installer arrived and then discovered that the wrong size windows were ordered and the windows could not be installed (windows were too big). I was told I could keep the windows and find someone else to install or he could take the windows and I would be refunded the money I had already paid. I chose to take the refund and be done with this ordeal.
  
  On Monday March 20, 2023 I called and spoke with ***** to make sure everything was in motion for a refund. He apologized again for all my troubles and said the lady that did the books came in on Thursdays but he had already let her know about the issue.
  
  On April 21, 2023 (a month later) I emailed Alliance Exteriors because I still had not received my promised refund and my call on April 14, 2023 to ***** went unanswered and I did not receive a callback from the message I left.
  
  On April 25, 2023 I received a reply to my email inquiry which stated "Hi *******, I am going to send your refund out tomorrow. I apologize about the delay getting back to you. Please let me know if there is anything else I can do for you." This indicated to me that the check would be written and sent on April 26, 2023.
  
  On May 2, 2023 I again emailed to get confirmation that the check was cut and mailed as I should have received it by then. That email went unanswered.
  
  On May 8, 2023 I again attempted contact via email and their ******** page with no response.
  
  I did not get my windows as promised and just want my full refund that I was told would be coming in mid-March. 
  
  
  *************************
  

  
  

• Initial Complaint

  11/21/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I contracted with this company to do exterior repair work and to install replacement windows- I signed a contract and gave this company over $5000 as an initial payment the windows were promised( Verbally by the sales person ) to be installed by the first week of October Since then Ive not been contacted by the company and no work has been done and now their website is down!Production manager **** responded to my text one month ago and told me the windows had yet to be completed at the factory but since then Ive heard nothing from him

  Business response

  01/14/2023

  I apologize about the lack of communication. **** no longer works at Alliance Exteriors, so that is not the number you should be calling. If you ****** Alliance Exteriors, our office line ************ comes up. That is the number that should be reached for any further questions/concerns. I will bring this up on Monday to our production manager and see where we are at in the process for your window order. Thank you.

  Customer response

  01/17/2023

  This BBB response from alliance exteriors  shows continued miscommunication within the company-Its very strange to me that the person writing this response doesnt know  the details of my situation and that I have already been refunded my deposit. 
   

  Business response

  01/17/2023

  Good afternoon ****************. I apologize that the refund took so long and that I wasn't aware of the situation. We all work in different areas of the office, so unless it is brought to my attention, I am not always aware of every situation in the office. 

  Customer response

  01/21/2023

   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.

  
  

  Thank you.

• Initial Complaint

  10/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased the new metal roof & skylight in 2018. Didn't have any trouble until this past tuesday 9-27-2022. The skylight started to leak. I have tried everyday to get a hold of Alliance Exteriors at ************ and at ************, but have not received any response. My husband is 78 years old & and does not want to get up on the roof. We have a lifetime warranty. We are hoping it is a simple fix.

  Business response

  01/14/2023

  I apologize about the lack of communication. I will send a service report to our service manager and he will be reaching out to you. 

  Customer response

  01/18/2023

   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.

  
  

  Thank you.

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed the contract for a roof, gutters and gutter guard on May 10th and was quoted a 4-6 week install. I had no communication from them, and on week 4 started texting asking for an updated install time and was continually told "this week or the next" July 6th I called because we got home from vacation and there was water in the house and they said they would be out the next week. Thursday of the next week I called again and the salesman didnt even know the roof hadnt been put on, so finally on Friday July 15th the roof went on. the roofer made a sexist joke to me, got aggressive with the neighbor, and it was a completely sloppy job with no craftsmanship. It was a mess. Called the salesman Monday morning July 18th, he came out that night. Apologized profusely and said it was sloppy work and it was not the quality that they provided. We made a list of items to be fixed with the salesman that day and he turned it over to the project manager. The project manager sent the same sub out multiple times, but never came out to see. On August 8th he came out to the house, told me he found even more issues than I had even identified. and called the valley that they patchworked together that I said needed to be redone, "ugly but it will work" Obviously, that did not sit well with me. So, he came out on August 11th, to look through the listing of outstanding items. He blamed his sub and salesman and took minimal responsibility. He said they would be back out Monday at the latest to fix the items and install the gutter guards. Monday he texted and Said Wednesday. Thursday, It was clear that someone had been out because there were gutter guard materials in the back and front yard and the fence had been left open. I got home Tuesday August 23rd, and they were back out, but issues still remain. The project manager contacted me to talk about project completion, but the project is not complete and it has been 16 weeks since I signed the contract. Full timeline on attached file.

  Business response

  01/14/2023

  I apologize about this delay in job completion. I will bring this up to our Production Manager on Monday to have him reach out to you in regards to any issues/finishing the job. Thank you.

*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. ↩