Complaints

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We purchased a sunroom from Aristocrat in 2009. After a hail storm in 2011 Aristocrat replaced the roof on the sunroom. We now have leakage in the winter, and would like to have Aristocrat out to assess the damage and advise a plan for repair. I have called at least 6 different times and left numerous messages on e-mails and phone. No one ever returns a call or attempts to contact me. Becoming very frustrating. Are they still in business?

  Business response

  09/10/2024

  Our employee ***** will be contacting ******* directly about this.

  Customer response

  09/16/2024

  
  Complaint: ********
  
  I am rejecting this response because: Still no response from Aristocrat Products. A person names ***** was supposed to respond, but as of this email, no response has been given. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Aristocrat installed windows throughout our entire home prior to our purchase of the home in 2001. Aristocrat replaced a kitchen window that was danaged by the tornado in 2019. Moisture has gotten in between the double pain window replaced in 2019. Many of the black rubber seals on the other windows need to be replaced. From August 5 to August 22 I have tried to leave Voice Mail messages, sent 2 email requests, and visited the storeroom once during posted visiting hours only to find the building closed. I can't leave a Voice Mail because "the mailbox is full". My request is to see if the repairs are covered by warranty and/if not, can I purchase the rubber seals and replace myself.

  Business response

  09/10/2024

  This is no longer under the warranty and the window seals are not manufactured anymore.

  Customer response

  09/12/2024

  
  Complaint: ********
  
  I accept the answer that the windows are not on warranty and that the seals are no longer made.

  But, it is not acceptable that the company did not contact me directly and did not respond to my emails and voice mails and that their showroom was not open for me to meet with a customer service personnel.

  It is not good business that my questions had to be answered by going through the BBB

  
  Sincerely,
  
  **** ****

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a patio cover in 2020. It is currently leaking so I called Aristocrat on 7/8/24 requesting service. The gentleman that answered my call took my information and said he'd have a service tech call me to schedule an appointment. Nobody ever called. I called again on 7/11/24, 7/12/24, 7/15/24, 7/16/24, and 7/18/24, leaving a voicemail message each time, as nobody answered. On my 7/18/24 voicemail I said I planned to call BBB. Crickets still. I simply want the leak repaired.

  Business response

  08/12/2024

  We have contacted this customer and informed her that this work would be subject to a service charge. She communicated she did not wan to move forward. If she changes her mind, she can call us back.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  September 2023, we had patio cover awning installed. Spring of 2024 we noticed yellow spotting discoloration after it would rain on the ceiling in two roof panels. We think it may be a leak. We have called and emailed several times and there has been no response of any kind from Aristocrat Products to help us with this issue. They also owe us one more drain on the awning but have not installed this either. If you can help us resolve this issue, we would appreciate it. We have a lifetime warranty. It's possible we will have to have another company look at the issue and if any repair needed, we feel Aristocrat Products is responsible for the payment not us. We honestly don't know if we should trust them in doing any kind of repairs because of how we were treated so badly over the bow window installation. They did over $1300. dollars in damage and we had to have a license masonry to repair our brick they damaged. Installation of window was settled for now because if window is taken out there may be additional work needed.

  Business response

  06/26/2024

  Our owner ***** is working on resolving this directly with the customer. We have contacted them via phone.

  Customer response

  06/27/2024

  
  Complaint: ********
  
  I am rejecting this response because:   Approximately 9:22 a.m. June 26, 2024, someone saying they were from Aristocrat Products called but they had no knowledge of who we were or any of our information.  It seemed strange this woman kept prompting us for information that Aristocrat should have known.  When we pressed her for information she simply said we call you back and hung up the phone as I was talking.   We tried calling the number back that showed up on our caller ID which was ************ and it went to voice mail.  We did leave another message with our contact information and mentioned a woman who acted strangely called.  The call and caller seemed very odd too us as they had no information about us. We do not feel this was contact from Aristocrat Products as we are no further along in resolving our problem than before this strange call.  Every call we ever received from Aristocrat Products always had our information and knew who we were. Made us feel comfortable talking to them but this lady named ***** did not. She seemed like the call could have been scam. I was trying to get more information from her, but she hung up.  We didn't know what to think about this oddly strange phone call.  This lady could have been much more professional when she called here and how she acted instead of making us feel like it was scam. Why did she hang up when we ask her for information?  We are victims of identity theft and we are guarded of phone calls where the caller keeps prompting us for information they should already have. 
  
  Sincerely,
  
  ******* *** **** ****

  Business response

  07/01/2024

  Our assistant ****** sent an email to ask if we can have our technician ***** contact them to schedule a visit and inspect the patio covering.

  Business response

  07/05/2024

  We are doing the best we can to resolve this. I have included a screenshot of the email from July 1. It was sent. We will have an installer call ****.

  Customer response

  07/12/2024

  
  Complaint: ********
  
  I am rejecting this response because:  We have spoken to *****.  We set up an appointment for him to come to our home on July 18, 2024 between 11:00 a.m. and 12 noon.  At this point with their current track record of no response for approximately two months we would like BBB to keep complaint open until matter with patio cover is closed.  
  
  Sincerely,
  
  ******* *** **** ****

  Customer response

  07/25/2024

  Update on our patio cover.  July 18, 2024, a gentleman by the name of ***** came to our home approximately 11:30 a.m. to inspect our patio cover.  He looked on top of cover and also at the two panels that had the seeping yellow area and said that it was glue.  He could not find any reason for the seepage, nor could he find out why it had seeped through the crack.  We explained to ***** that it happened after it would rain.  He had no comment.  He said he would go back to office and get some cleaner to wipe it off and he also put some caulking around certain areas. Why he did this we have no idea because it was not discussed with us on what repairs was needed to fix this problem. You can still see some yellow substance in the area. He also confirmed he had never seen or talked to a woman by the name ****** Tkac. He told us several employees we seen were no longer there.  We feel the work done by ***** was placing a band aid upon a band aid to satisfy Aristocrat owner ***** Vance instead of us the customer.  We paid Aristrocrat Products a lot of money to do a bow window which the brick was damaged by installer and now the patio cover seems to have issues they are not willing to address.   We also had the patio cover installed to do a finished room. All info was written down by seller *****.  He stated all we had to do was put up the walls with a heating unit, but he retired or quit from company not too long after we made our purchase and nobody else seemed to know how to finish it. Had he said he was leaving company we would have never purchased. We like to finish our jobs with people we start with because they write up all paperwork and instructions. He also showed us the type of walls we would purchase to finish the job. Aristocrat Products showed us extreme lack of professionalism and huge amount of stress when it should have just been a nice enjoyment to our home. We feel we are owed a partial refund from Aristocrat because of not knowing what we find all this glue is coming from and why was glue used at all?  This whole patio project may have to come down to be redone. Just like we had to call a masonry to fix our brick from window mistake.  We no longer have any trust in Aristocrat Products but we do have a warranty with this company and will hold them reliable for all repairs.  Because of the unknown issues we face in the future we feel Aristocrat Products company should offer us a partial refund of 20% to satisfy this complaint. 

  Business response

  08/12/2024

  We have already accommodated this customer with a discount at the time of installation.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I’m not sure walls are insulated we knew that we had already paid them and the ball was in their court. All we wanted was for them to stop the popping. We don’t think it’s fair after paying out all our money to have a room we cannot enjoy. At times it sounds like a cannon. One of their workers was on the roof and it popped and he said he almost fell off roof. See Attachment

  Business response

  06/17/2024

  We have made multiple visits to the customer's property, and extensive efforts have been put into providing a suitable solution, including replacing the cover at no charge. Given that the materials have already been completely replaced, it is concluded that the issue is not related to the products or workmanship. No further action can be taken beyond what has already been done.

  Customer response

  07/05/2024

  We have tried to contact them numerous times to see if what my husband thought might solve the solution. He thinks it is the walls. We have not gotten a response. Yes, they have made several visits to our home but the problems are worst now that they put on the roof. We paid them to build a sunroom that we can enjoy. I wish someone from BBB could hear the pops. At times it is so loud that you can’t enjoy the room. This is not our fault we just want to enjoy the sunroom we paid for. We feel because we have a contract this is ARISTOCRAT LIFETIME WARRANTY they should fix it. We paid them 37,000 dollars and fulfilled our part of the deal and they think we should be happy with all of the loud popping going on from when they fixed the gap between ceiling and the wall. We have no way of knowing if we have insulated walls. They pop when you touch them especially in the corner where the down spout is. We are just praying for a FIX. They were in a hurry to take our money and we have just been waiting and praying for two years that they could fix the problem. My  husband and I are both retired and used our money building and decorating a sunroom this ismessed up because of all the popping other wise it would be a beautiful sunroom. But we paid them cash and they feel like we should be satisfied with what we got. I feel like they should check the walls and see if they can do something to RESOLVE this problem.

  Thank you for your help.

  Business response

  07/24/2024

  Our technician ***** has made contact with this customer, and they are scheduling service.

  Customer response

  08/09/2024

  I called Miss ******* at Aristocrats because I took your advice and reached out to get estimates on fixing our sunroom. I was told that putting a product on called SMART COAT might help because it will protect roof from UV rays. This is the information I was given. At this point I am desperate. I called Aristocrat and said I would pay whatever my part is on the SMART COAT if ***** could or would put it on. I was told a bucket wasn’t very expensive. But Aristocrat would have to do it because I don’t want to void CONTRACT. Sunroom has popped almost from the beginning. Before I had a air conditioner or anything else. We had it built and attached to our old sunroom. The person that built it did a wonderful job and we NEVER had any problems out of it and it was built over 20 years ago. We are retired and put all our savings into this room. We just want it fixed. I REALLY DO appreciate your help.

  Business response

  08/12/2024

  ***** from our office is working on a solution with this customer.

  Customer response

  08/28/2024

  Dear ******** * BBB

    I have not heard from ***** for about 2 weeks or more. I really hope they are working out something and I pray that it works. I was sitting in the sunroom today. It started popping at noon and continues to pop all afternoon. It has popped  some in early evening. As I said before we just want the popping to stop. We have been dealing with this for such a long time. I think they should continue to try to fix it until they figure out what is wrong with it. We have a contract supposily.

    Suggestions: 

    SMART COAT Sealant or something that will stop UV or RV Rays

    Replace Roof and put a whole different type of roof on it that will not POP. Whatever they need to do to make it right OR give us back some money. BUT even if they gave us back our money I would be so disappointed becasue the pops are so loud that they are DISCOURAGING and I would still feel CHEATED. I was told they have put on different types of ROOFS. The windows in this sun room has gaps in window seals and gnats come in. They light outside the sunroom has stopped working ALREADY. But I have looked over these things because of the BIGGER PROBLEM POPS LOUD POPS.

    I am sending you pictures I don't know if this room is even. There is a bunch of cement under the side where all the popping is. 

    Thank you,

    **** and ******* ******

  See attached for Pictures.

  Business response

  09/10/2024

  We have exercised all our available options including installing a new roof. This issue is not related to our product or installation.

  Customer response

  09/25/2024

  I don’t know what it is related to. We payed them in good faith that the sunroom would be built correctly. We have a enclosed patio 20 years ago and never had popping. When it is hot and the wind blows it pops continually. It’s Tuesday Sep. 17 and its shady and the wind is not blowing hard. I have been sitting in the sunroom most of the day. I have heard it pop loudly three times. My husband and I don’t know what is causing this problem. Aristocrat built it they should know how to fix it. They should change roof and put another type of roof on it. We are supposed to have a lifetime WARRANTY. The problem is we have had problems basically since it was built when the caulking started disappearing and the popping started on the same side. We paided them cash and they are acting like this is our fault. They need to fix the problem.

  Customer response

  10/07/2024

  Better Business Bureau:

  BBB received a call from the consumer in reference to complaint ID ******** stating she wants to continue with arbitration.

  Sincerely,

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

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We had a patio enclosure installed in our home October 2016. They came back and replaced the door sweep and adjusted some locks on the windows. fast forward to Winter 2023-2024, water is leaking profusely. I placed a call to the showroom on April 2,2024 explaining the problem. I was informed the job was still under warranty. My name was placed on a list and within four weeks we would hear something. I placed a call the beginning of May. Was told the same thing, not our time yet for repair. I have placed SIX calls to this business, they only have an answering machine answering calls. They NEVER return my call. Please help us get this solved.

  Business response

  06/12/2024

  Per our limited warranty, this installation occurred 8 years. As such, we will cover the cost of defective hardware or operating parts, but the customer will need to pay a service charge to cover labor and travel expenses. We will contact this customer via email to discuss further.

  Customer response

  11/13/2024

  We were aware we would have to pay a , what he quoted me at the time, was a $200 service fee.

  
  

  We are willing to pay that. If the amount has increased due to us getting the BBB involved, we will have to discuss it with the company.

  
  

  Yes, were agree with this and wish to have to work completed.

  
  

  Please advise the next step.

  
  

  ****** & **** ******** 

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

• Initial Complaint

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We signed a contract 8/4/23 and paid half the cost of a Solara patio cover on the sam date. We were given 12-14 weeks for delivery. We have called several times (2-3) and have spoken to someone. We have been told that the materials were on the west coast and would be in soon. This was in November. We talked to someone later in December and were told some materials were incorrect when delivered. We called again and left a message but have not received any calls. We feel that we have not gotten the correct information and would like an explanation. It may be too late to install the cover due to weather but we would like a date for installation in writing or a refund of our money.

  Customer response

  01/08/2024

  We received a call this morning from Aristocrat. He promised to call weekly with updates and to send a letter stating that they would complete the work. He said the problem is with parts manufactured overseas. 
  At this point , I am satisfied as long as they follow through as promised. Thank you for your help. At least they called and updated us. 

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought windows for our house from Aristocrat in 2009, sold to us with a lifetime warranty. Aristocrat's web site says that their windows are backed by lifetime warranty. However, we recently had 2 windows that will not stay up any more. They just drop - dangerously. Today (10/23/23), I called Aristocrat. I was told that the warranty was only for the glass, not for anything else. How can they put on their website that they have a lifetime warranty - not a limited warranty. **** at Aristocrat offered to fix the windows for a service call fee and parts.

  Business response

  11/21/2023

  Hello,

   

  When I spoke with *** ****, he said he purchased his windows in 2009. I pulled his file and went over what options he had. I went over our lifetime limited warranty that is on the back of his contract that he signed. I offered to mail him a copy of it for his records, he declined. I explained to him that the lifetime warranty on the windows is through the window manufacturer, which only covers seal failure. I told *** ****, I could send a technician out, but there would be a service fee and he would be responsible for a portion of the parts and labor, as described in the signed contract. *** **** declined, was very angry and wanted us to fix the window at no charge to him. He said if we do not fix it he will call the BBB, get an attorney, and tell his friends not to shop with us.

   

  Thank You,

  
  ****

  Customer response

  11/21/2023

  
  Complaint: ********
  
  I am rejecting this response because: I was not very angry - just straight to the point. No cursing or name calling. I did not say I would tell my friends not to give them business. This, I believe, is typical misinformation provided by this business. To put on their web site that the windows have a lifetime warranty, unless you read the fine print, which isn't on the web site. These windows have been terrible from the beginning. Every time the wind blows, it sounds like we have coyotes in the house. I even had 2 windows that the manufacture's plastic wasn't removed by the installers. Just a sad excuse for a business.

  
  Sincerely,
  
  **** ****

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a patio from Aristocrat on 2-2004, it was installed 3-2004. First rain we had flooded the floor causing carpet and flooring damage. Aristocrat repairman put caulking on the roof and drilled weep holes near the bottom of the walls. The roof and ceiling continued to leak. It has continued to be a leak. On 8-13 Aristocrat jacked the roof up, took the walls off and I removed the floor due to damage and replaced the floor. Walls were replaced and carpet was replaced. Roof and gutter continued to leak and flood the floor and carpet. Again repairman wanted to caulk the roof and gutter and I showed them where the water was coming from. This time the repairman removed the gutter and found the leak was how the roof panels were defective and water was coming behind the gutter and into the room. A supervisor inspected the roof panels and gutter and said he would order new panels and gutter. The gutter was removed Nov. 2022, and has not been repaired and repeated calls have not been answered. Today is July 20,2023, . I have called by phone and do not get answers by Aristocrat. The roof nor gutter has been replaced. Oct. 2022, supervisor checked roof and gutter. Nov. 2022 Aristocrat stated new roof and gutter needed replaced. Nov. 2022 Aristocrat called and they measured the roof and gutter wrong and had to order parts. Since that timeframe Aristocrat has said it was a couple weeks to schedule the repairs. Now they will not answer my calls and have not repaired the patio.

  Business response

  08/15/2023

  Hi ********,

   

  If you follow the dates, this complaint was filed before the below events took place. We scheduled Mr. ******** on July 24^th to start the replacement of his patio cover. Upon my installers arrival, it was decided not to proceed because of the chance of rain and Mr. ******** didn’t want his room exposed to the weather. This job will be a 2-3 day installation job with the first day being the teardown and cleanup and day 2-3 will be the installation of the new patio room cover. It was determined due to the time of year, with pop up rain happening at any time, we wait until early fall when the weather is a little more predictable. We will call Mr. ******** when it cools off a little and the chance of pop up rain lessons.

   

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

  Aristocrat Products

*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. ↩