Complaints

• Initial Complaint

  11/19/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Mr. **** **** came to my ailing mothers home and spent 3hrs convincing her that she needed to have her gutters and windows replaced. Mind you my mom has early onset dementia and he could clearly tell she wasnt capable of making informed financial decisons. However he continued to pressure her and obtain her information and signature on a contract to replace some windows at property where she resides. He initially was trying to get her to commit to windows and doors to the tune of $13k. When that wasn't agreed opun he acted like he was giving her a discount of $4k to get her to agree and sign up for $8514 to only replace a few windows at $157mo. On top of this my mother doesnt even own the property to make those types of decisions or improvements. Her credit report is frozen so I'm unsure how they even got her financed, unless its some type of in house credit. I want her contract negated and no work to be performed at her property. Your sales representative should be ashamed for clearly taking advantage of an elderly person not capable of making any informed financial decisions. The entire interaction was recorded on her in house camera system and I'm pretty sure no one would like to see how you pressure elderly people into things.

  

  Business response

  11/21/2024

  A member of our advertising department knocked on Ms. ********** door to see if she was interested in a free estimate.  Ms. ******** signed a form stating that she wanted a representative from White Oak to come and show her our products.  This appointment was then confirmed by a manager in our scheduling department by phone within the following forty-eight hours.  When our representative was sent to Ms. ********** home, he was the third or fourth person from White Oak Construction to have spoken with her regarding her interest in home improvement work.  The advertising department, scheduling department, and the sales representative all had conversations with Ms. ******** regarding this appointment.  Ms. ******** gave the impression that she owned the home when speaking with multiple people.  Conversation prior to and during the demonstration of our products did not lead our representative to believe that Ms. ******** was not in the right state of mind or couldn't make these decisions. 

  Our representative visited her home to provide her free demonstration and estimate on November 18, 2024.  It was at the conclusion of this free estimate that White Oak Construction entered into a contract with Ms. ************** for some replacement windows.  All of our contracts are accompanied by a Notice of Cancellation which provides all customers with three business days to cancel, if they wish.  We received the Notice of Cancellation for Ms. ********** contract on November 20, 2024 and cancelled the contract immediately.  

  We do offer financing for customers, and use several third-party lenders.  Ms. ********** contract was not submitted to those lenders prior to receiving the Notice of Cancellation, so her credit was not pulled.  Had the process of securing financing begun, the credit freeze and the property ownership would have led to a discussion with Ms. *************** Because of the property ownership, the contract would have had to either be canceled or ****** with the property owner on the contract.  This step, plus many others, are in place in the administration of our contracts to ensure that customers are on board and happy with the decision they made to partner with us.  It is never our intention to "take advantage" or "mislead" anyone in any way.  

  While we had no reason to believe that Ms. ******** couldn't make these decisions, we apologize for the surprise Ms. ********** daughter received. As stated above, Ms. ********** contract has been canceled.  Any contract through White Oak Construction can be canceled during the rescission period with just a phone call and the Notice of Cancellation.

  Thank you,

  White Oak Construction

  Customer response

  11/21/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had a door to door salesman come to my door. I NEVER answer for them but my daughter seen me walking to look through window of who it was and she opened the door thinking I was going to so it put me in an awkward situation. Upon hearing the guy out I told him I wasnt interested and he asked me to fill out a paper for a survey for his boss to know he was being kind and cordial I had no issue doing that but boy I wish I didnt. Weeks after this I was contacted and was harassed about doing work. Next thing I know the guy states ok wee you tomorrow at 6pm and hung up. 1 hour later got a call to confirm and I told them I was not interested and that wont work for us. The next day I got at least 6 phone calls some of which were minutes apart. Every day for about a week I got multiple calls. Today I got a call about a missed appointment I told the guy I was not interested and he responded by asking what work Id do next to my home and I told him I wouldnt be interested in any work by them he then says can you tell me why that is I responded yes because you guys have harassed us he said your wife gave your phone number I told him thats not true and he then says no you gave your phone number to a young black man going door to door I reminded him no I gave my number for a survey for the guys boss to know he was kind and cordial which the guy was. The guy on the phone responded by saying ok Ill put a big X on your paperwork I said please do and he said whatever its your loss. Very very unprofessional and pushy and just down right rude.

  

  Business response

  06/06/2024

  White Oak Construction uses door-to-door advertising to generate leads for home improvement products that we offer.  We only contact homeowners that sign a canvass form stating that it is okay to contact them. We understand that, in this situation, the customer was misled when signing the canvass form.  The form was then provided to our ********************* to contact for a free estimate.  Unfortunately, the call agent did not know that this customer was not interested. Both the first, and then the second, call agent should have accepted the response from ****************** that he wasn't interested, and shredded the ticket.  As a for-profit business, we have no interest in repeatedly contacting homeowners that are not interested in our services. White Oak Construction has a Do Not Call list that homeowners can be added to upon request, should they sign a form and then decide they are not interested.  ****************** has been added to that list so that he is not contacted in the future.

  I apologize for the negative experience that was created during this situation.   Door-to-door advertising provides White Oak Construction with eighty-five percent of our leads for sales.  Because we have more success with door-to-door than any other advertising or marketing, we take the requirements and procedures extremely seriously.  Besides not taking his response at face value, the choice of words and demeanor of our agents was unacceptable.  Three employees have received disciplinary action due to this situation.  We do not take it lightly when an employee goes outside of our processes and procedures.  While it truly saddens me that these individuals portrayed an image of White Oak Construction that is not accurate, I thank you for bringing this to our attention.

  Thank you,

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

   

• Initial Complaint

  05/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had White Oaks come give me a quote for window replacement. I was not comfortable at the time I signed the contract. He told me price was going up and didn't want me to miss out on the sale. I signed it even though had a pit in my stomach. He told me I had 72 hours to cancel. My 72 hour window ended at midnight on 5/9/24. Over the weekend my daughter came out and I told her what I had did. She looked at the paperwork and said, they are ordering you white windows and your existing windows are beige. I immediately called *****, my salesguy, and he called me back Monday morning and told me it wasn't a problem he would put order on hold until we could meet to change the color. He met with me that Monday afternoon and we change the color to beige and agreed it would look bad with windows not matching windows I wasn't replacing. I had my daughter come out also and meet with him. She ask him what their policy was on deposits. He said it was 1/3 down. ($5,500.00). We ask if they were willing to refund $11,000.00 and have us pay per their terms and they agreed. We starting writing up "change order" per the contract that stated they were going to refund the $11,000.00 and we agreed to pay another $5,500.00 when windows were delivered and the final $5,500.00 upon completion certificate when job was completed. They agreed to send refund no later than 5/20/24. They also was willing to note that windows were to be delivered by 7/1/24 and completed by 7/15/24. We were about to sign the change order and he received a call from "his boss" that said they were not willing to do that anymore and wanted half down, even though their company policy stated 1/3 down. We were uneasy and disagreed. He then said he wasn't allowed to give us a copy of what we had wrote down and someone would call us 5/14/24 on how they wanted to proceed. Got call yesterday said they had made a mistake and windows were ordered in white and we had to take delivery of them. Now they won't return calls.

  

  Business response

  05/21/2024

  There was miscommunication with the office and the sales representative regarding the status of the contract for Mr. and ***********************.  White Oak had "remeasured" the windows, not "ordered" the windows.  However, when the sales representative was speaking with the customers, it was stated that the ********************* had already been "ordered".  When we found out about the error in wording, we contacted the customer.  We did not order the *********************, so ********************** Oak ********************** was not out any cost, other than some administration and time. Our Regional Sales Manager spoke several times with the customer and informed them of the error.  We honored their request to cancel the contract right away.  We also informed them that, per policy, we would issue the refund ten days from the date the original check was provided to our bank.  This is to ensure a stop placement is not on the original check, which can result in refunding money that was never received.  On day ten of the waiting period, we issued a refund check for the full amount and informed ********************** that it was being put in the mail that very same day.  This has been resolved.  Thank you!

• Initial Complaint

  03/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They keep calling and showing up on my doorstep, hawking for more sales and work! I have told them dozens of times to stop calling and darkening my doorstep. This is flat harassment! STOP CALLING ME! I wouldn't do business with White Oak again if they were giving away their goods and work! Stop calling we're never ever going to do business with you again! You've been told at the doorstep and on your harassing sales calls to stop! Remove my name from your call list; never again will you be selling anything to me. This is flat-out harassment. I've had two other companies out here to do work just in 2023. White Oak, even then, never had a shot because even then, I was fed up with them and told them not to call me anymore. Yet here we are in 2024, and they are still phoning and physically harassing at my home to try to make a sale! STOP! We are never using your services again! REMOVE OUR NAME FROM YOU CALL LIST!

  

  Business response

  03/21/2024

  White Oak Construction uses door-to-door advertising to generate leads for home improvement products that we offer.  We only contact homeowners that sign a canvass form stating that it is okay to contact them.  **************** purchased siding and gutters from us in October of 2021; this product was installed in 2022.  Each year, we contact previous customers to offer any sales that are being held.  Our advertising department also revisits neighborhoods throughout the years to see if any additional interest is shown.  White Oak Construction has a Do Not Call list, as well as a Do Not Knock list for our advertising department.  We have added **************** to both lists so that he will not be bothered at the door or by phone.  We apologize for any inconvenience.  As a for-profit business, we have no interest in repeatedly contacting homeowners that are not interested in our services.  Door-to-door advertising provides White Oak Construction with eighty-five percent of our leads for sales.  Because we have more success with door-to-door than any other advertising or marketing, we take the requirements and procedures extremely seriously.  This includes great customer service at the door or on the phone, plus applying for and receiving permits and licenses for all towns, cities, and/or counties that require it.

  Again, we apologize for any inconvenience, are sorry to hear that **************** is not interested in continuing our relationship, but we have taken the appropriate measures to ensure future communication is stopped.

  Thank you,

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Requested material and services for Metal Trim replacement on home ************ and wrap lower support boards on front porch. August 15, 2023.Work start / finish November 3, 2023. I was quoted $1300.00 for each section of work, there were 3 sections for a total of $3900.00. After workers left I found box that metal was packaged in. It was clearly printed on box " DO NOT USE ON TREATED LUMBER" along with a warning that it is likely to result in corrosion of metal with out a barrier installed as a backer. I was not made aware of this prior issue to making agreement with White Oak. The porch that was wrapped is PRESSURE TREATED LUMBER and no backer applied. I called Mastic Metals which is the product used, and they said it would also rot the lumber out in 2years. After informing White Oak they refused to acknowledge my concerns of further damage to my home and have not offered a resolution to the problem. I paid White Oak $2600.00 for the Facia Metal trim on the two Gables replaced. I have ask White Oak several times to remove the material from the porch and I have not received any response. After further inspection of porch, the contractor mounted the metal with no over lap at seams, which leaves a gap allowing moister between board and metal. I can see the board between each **** section. This Metal needs to be removed. I would do it myself but am handicap due to illness.

  

  Business response

  12/05/2023

  We are researching all of the facts of this complaint.  We will provide a more thorough response soon.

  Thank you!

  

  Business response

  12/12/2023

  After speaking with our supplier and our manufacturing representative to ensure we have our facts straight, we were able to obtain more information regarding wrapping treated lumber with coil.  To start, wrapping treated lumber will not rot the wood.  Wrapping the lumber in coil can cause corrosion of the metal; however, that is warrantied by White Oak Construction should that occur.  Secondly, once treated lumber has dried out completely (approximately 5-7 years to do so), the chemical that is used will not do harm to the metal.  

  In order to provide peace of mind to our customer, we have agreed to go ahead and unwrap the wood, put up a moisture barrier, and rewrap the wood.  The owner of White Oak Construction has left ************************** a voicemail requesting a return call to discuss this.  As soon as we speak with **************************, we will get him on the schedule right away.

  Thank you!

  Customer response

  12/19/2023

  White Oak Construction owner reached out and offered a resolution to the issue. White Oak will return to unwrap porch metal and apply new. with backing between wood and metal. While also overlapping seams to prevent moisture and protecting the wood from damage. Work is scheduled for 12-21-2023. No additional charges will be added. 

  Thank You

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

  Customer response

  12/20/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 

  White Oak Construction owner reached out and offered a resolution to the issue. White Oak will return to unwrap porch metal and apply new. with backing between wood and metal. While also overlapping seams to prevent moisture and protecting the wood from damage. Work is scheduled for 12-21-2023. No additional charges will be added. 

  Thank You

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

• Initial Complaint

  11/27/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Last year, I allowed some door-to-door salesmen from White Oak Construction into my home because I needed some work done on my house. They made me and my wife extremely uncomfortable with incessant personal questions before finally offering us a quote that we weren't "allowed to tell anyone". It was outrageously over priced, so I rejected their offer and sent them on their way. After complaining about them, someone from the city council told us that there are not supposed to be any door-to-door salesmen in my city without explicit permission, which they did not have. Since this incident, I have regularly received calls from the company asking me questions about my home, despite repeatedly telling them I no longer wish to be contacted by them. Additionally, their callers are always rude to me. For example, I told the last caller that I was not interested in buying anything, to which they responded that they were trying to get information about my home, not sell me anything. I don't want to be contacted at all, let alone to give a construction company a bunch of information on my home that they do not need.

  

  Business response

  12/05/2023

  White Oak Construction uses door-to-door advertising to generate leads for home improvement products that we offer.  We only contact homeowners that sign a canvass form stating that it is okay to contact them.  Mr. ******** signed a form and received a demonstration of our product in December of 2022.

  Each year, we contact previous customers that have received a demonstration of our products to offer any year-end sales that are being held.  According to our records, that is the only time we have contacted Mr. ******** since his initial demonstration.  During this conversation, Mr. ******** informed us that he was not interested and was added to our Do Not Call list on October 12, 2023.  White Oak Construction has a Do Not Call list that homeowners can be added to upon request, should they sign a form and then decide they are not interested.  As a for-profit business,we have no interest in repeatedly contacting homeowners that are not interested in our services. 
  Door-to-door advertising provides White Oak Construction with eighty-five percent of our leads for sales.  Because we have more success with door-to-door than any other advertising or marketing, we take the requirements and procedures extremely seriously.  White Oak Construction applies and receives permits and licenses for all towns,cities, and/or counties that require it, including any background checks and fees that are required to obtain such. 
  
  We are sorry to hear that Mr. ******** is not interested in being contacted,but we have taken the appropriate measures to ensure future communication is stopped. 
  Thank you. 

• Initial Complaint

  06/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased the windows in late 2021, installed in May 2022. I have four casement windows, two of which are now not closing properly without going outside of the house to push them and have someone inside latch them. Further, when they were (allegedly) inspected while nobody was home, the company said they couldn't find a problem.

  Customer response

  06/12/2023

  Yes -- there is a warranty. However, I can't get in contact with anyone from White Oak in order to have the issue resolved.

  

  Business response

  06/20/2023

  White Oak Construction received an email on Monday, June 12, 2023 stating that ************** was extremely unhappy with her windows that were installed July 12, 2022.  Our Service Manager called ************** on that same day, but did not get an answer.  She then followed up her voicemail with an email response to ***************  We did not receive any response back.  The very next day we received the BBB complaint, even though we had reached out to her the day prior via two different means of communication.  We have continued to try to contact **************, but without a response.

  In regards to the service mentioned where we inspected the windows while no one was home, we do not have any record of a previous service for this account.  Our Service Technicians cannot do a full inspection of windows without having access to the  inside the home.  They would have to inspect everything from inside and outside of the home, while also testing and observing locking mechanisms, latches, frames, sashes, and more.  This simply cannot be done on a locked window from outside of the home.  If we had a service ticket, and arrived at the home to find no one available, we would have rescheduled the service.  We would also have left a "Sorry We Missed You" door hanger, and would still be seeing an open service ticket on this account.  However, we do not have any record of receiving a call from ************** or **********************, who is also on the account.

  We are more than willing to schedule ************** for a service call to send a technician out to her home.  If anything is wrong with the windows, we will process the warranty claim and get the issue resolved as quickly as possible.  We do have to speak with ************** in order to schedule the technician.  If she can please just return our call.

  Thank you.

• Initial Complaint

  10/10/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had White Oak construction put a roof on my house and they damage the part of the soffit on a section of my house

  

  Business response

  10/18/2022

  White Oak Construction replaced a roof on the home of *****************************, located at ******************************************* in ******* ******* on September 20, 2022.  We had not heard from the customer until we reached out to him after receiving his BBB complaint on October 10, 2022; we had no knowledge of him having any issues.
  
  Prior to our roof installation, there were heavy tree limbs over and lying on top of the roof (see attached pictures). We had to cut back the tree in order to be able to install the new roofing.
  
  Once we received the BBB notice, within 24 hours we went to the home to look at the alleged damage caused by White Oak Construction.  Upon our professional inspection of the work, the damage to the soffit was caused by overgrown foliage, and not by roofers, as the soffit area of the home is not disturbed in any way by a roof replacement.
  
  However, as a courtesy to our customer, we did repair the small section of the soffit - as we would have done had he contacted us directly from the beginning.  We have attached pictures of the roof and foliage prior to the roof replacement, as well as the soffit after the courtesy repair.
  
  ******************** understands that this was fixed as a courtesy and not as damage caused by White Oak Construction.  Our Operations Manager and our Sales Manager have both spoke with ******************** to ensure it was to his satisfaction.  ******************** has since signed a second contract for us to replace the roof on his detached garage.  All parties are happy.
  
  

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

• Initial Complaint

  05/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased siding in 2011 and since about a month after that we have had gaps pieces just fall off and they come over and just snap it back on however it appears the Silicone they used is just falling apart, they did not attach the siding well at all. Part of it has even melted on my garage? Now the service manager has been a nightmare ******** she has been called several times about this same problem, the 1st time about a month ago she was nice and told me she would have someone come put and check everything and make certain it was right, NEVER HAPPENED, I called again this time she said so sorry it's been busy and I had her change my phone # and again she was going to have someone call me,NEVER HAPPENED. a week later I called back she asked would Wednesday or Thursday 5/25 or 5/26 be better I said Thurs 5/26 I cleared my day, HERE AGAIN NOBODY AND WHEN I CALLED THIS TIME SHE CALLED ME rude, said she never said she would send someone out. Told me her service guy was on vacation!! My family could hear her yelling at me and yes I yelled back however I am the customer and I am the reason she has a job! She is not a good customer service rep for the company at all, the product I received keeps failing and supposedly I wasn't going to ever have to deal with painting or siding again after they put this up. Well I say FIX IT!

  

  Business response

  06/06/2022

  White Oak Construction received a ******** review from the customer at 3am on May 27 stating the same message as the BBB complaint.  We contacted them when the office opened that same day, and our Installation Manager sent our service tech out to the home to reattach the siding, also that very same day.  Our Installation Manager also scheduled a walk-around to discuss the concerns with the customer for the following week, on Wednesday June 1. (Please note that we received this BBB complaint on May 31 - several days after we spoke to them and fixed the siding, and one day before their already scheduled walk-around.)
  
  
  

  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. ↩