White Aluminum & Windows
reviews and complaints

Business Response We started this customer's job yesterday (Monday 11/23/20), and are expecting to finish today (11/24/20) or tomorrow (11/25/20). We have spoken with the customer, and he is satisfied with these series of events.

Consumer Response Issue has been resolved.

Business Response To Whom It May concern, We have two numbers for the customer and have left numerous voicemails. He has a hair line crack in the slab and we are trying to coordinate sending the painter back out to fill in the crack and touch up the acrylic paint. If this is not the correct course of action please advise. The customer can contact me at 863-397-5404 and I will ensure that we can get this resolved asap. Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) First off, I did not receive any voice mail on either of our cell phones. Second; painting the crack is not repairing the crack. If the slab expands it will enable the use of the screen door which is part of an egress form the enclosure. I'm still requesting a license Structural Engineer to make an assessment and to submit a method for a proper repair. Painting the crack is not the answer.

Business Response Firstly, I would like offer my most sincere condolences to Mr. for the loss of his wife. Secondly, I would like to review the time line and provide some feedback on our reasoning for the hold back on the deposit. Mr. signed a contract on 7/24/2020. The contract lead time was clearly on the contract. The lead time stated 16-20 weeks and Mr. signed that contract. Mr. called us on 8/24/2020 and asked about the status and we told him that his contract terms were 16-20 weeks. At that point, Mr. said he never looked those terms and that most people don't. He said that the 16 to 20 weeks will not work but he never gave us a reason why the time frame was an issue. Mr. gave us a deposit of $700 and we have spent $300 on the material (door), engineering, commission for the sales rep that is due to him and time for job check. We can provide Mr. a refund of $350.00 plus the door. Please let us know and we can provide the refund by the end of the week. He will have to come pick up the door. Thanks Naveen K Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) I will accept this just to get this resolved.idid not expect a full refund however 50% in my opinion is not customer friendly. At the date of the signing I was told that this was a small job and would probably be done sooner .now I know what kind of company this is.

Business Response We have communicated with Ms. and have sent a senior technician to her home to resolve the issue as of the end of last week. We resealed the flashing and re-caulked it so the leak has been fixed. The senior technician Jeff D provided Ms. with his cell phone number in case she has any other issues so she can communicate with him directly. The issue is resolved and the customer is satisfied. Thank you, CHRISTINA D *** Office Manager Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) Mr.D*** showed up with a team as stated. When they were finished working on the patio roof he informed me that the leaking problem was solved and that if there were any problems in the future, I could call him personally.

Business Response The customer's original complaint was that the stucco need to be painted. The customer has advised that he thinks this was completed. The customer is away from home right now. Our service technician is going Thursday July 30 to ensure it is painted. If it is not painted, it will be done Friday July 31.

Business Response The contract #XXXXXX was signed 3/23/20 with a 20 week lead time. The project was started on 8/24/20. The production manager visited the job site on 9/1/20 to evaluate a service from homeowner. He revisited the job on 9/3/20 to confirm arrangements to perform this service. On 9/24/20, the production manager went to the job site with the installer to go over project with the homeowner to address service that was going to be done. Service work was completed on 10/1/20 and 10/2/20. After service was completed, the production manager kept in touch with homeowner once a week for about 3 weeks to check on leaks and satisfaction with the work and service that was performed. After about the third call, the homeowner informed the manager that they were satisfied with the originally contracted work and the service work had taken care of any issues that were brought to White Aluminum's attention. The homeowner did advise the production manager that they wanted to cancel a Contract Change Order #XXXXX that was included with the original contract for a screen front entry that was valued at $915.00. That CCA was voided in full even though $315.25 worth of materials was purchased specifically for the work contracted on the CCA. The service manager nor the production manager had not received any service calls from the homeowner since the last time they had spoken in October 2020. On 12/7/20, the service manager spoke with Mrs. on the phone. She told him that she would call him back but had not returned the call as of 12/9. On 12/7/20, the production manager also tried to contact Ms. on both cell and home phones and left messages. As of 12/9, there had been no call back from the homeowner. On 12/9/20, the production manager emailed Mrs. requesting a call to office. On 12/14/20, the service manager received a call back from Mrs. and provided a list of service needs. Our production manager has since called her and scheduled the service to be completed on 12/28/20. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) The project manager didn't contact us again after him and another guy came out to fix the leak. He did say he would come back out the next week with some extra aluminum siding, but he never did. He never called to ask was the lanai still leaking. We have picture of water on our lanai in October and November. When tropical storm Etta came through our lanai was soaked. They called after I made the complaint, and I called back. They never came back and the Fruitland Park license it still on our garage. They never sent an inspector out to confirm that the job was done correctly. I did call, but I don't get off until 4:30. I have been off since December 10. This is December 22 and the job isn't complete and the inspector have not been out. If he was done, he would have had the inspector confirm the job. This have been going on since August. We have called, but the service manager have never solidified the job, that is why they have never sent the inspector out. Business Response On 12/28/2020, two of our installers and the production manager went to the customers home' to address the leak. The homeowner has since called and advised there was a caulking issue and the leak issue persists. The service department has scheduled a technician to go out on on 2/5/2021 at approximately 2 pm. We will schedule the final inspection once we know the leak issue is resolved. We will ensure the leak is fixed and the final inspection gets done. Consumer Response If they were suppose to come out on Friday, February 5, why didn't they come. We were here today. White Aluminum sent a person out to our home. He took pictures of the caulk and said it was sloppy work. He also said that they was not suppose to take the work order, which they did. He said he would contact me. I waited 2 weeks and got no word. I called again, but none of the managers were in. I received a call from Charles on January 18, he said he was sending a team out to do any repairs that coming Friday Jan 22. No one ever came. I called the next day, but it was Saturday and no mangers were in. I left a message and I was suppose to get a call from Charles on Monday. No one called, so I called and they said Charles had went home. I asked to have him call me and he never did. I called on Wednesday and Thursday (Jan 27 & 28) and he was gone. but I was put in contact with Anthony P. He said Charles was gone, but we agreed that he could come out on Feb. 15, but he would call to confirm on this with Charles on Monday, Feb 1. He didn't call back, so I called him and he said he didn't remember telling me he would called to confirm. Then I asked what time did we agree on and he said there was nothing set. That is because he was suppose to call me back on Monday. So I suppose to have them come out on Feb. 15. I will update what occurs. I still have a little leakage and the caulk needs to be repaired Business Response Our production manager Anthony went to Mr. & Mrs. home on 2/15/2021 and 2/16/2021. On Monday, Anthony removed exterior siding and sheet metal from the bottom half of the glass room to inspect for leaks, and allowed it to air dry. On Tuesday, Anthony resealed and reinstalled the aluminum backing and exterior siding of the lower half and addressed the caulking issues. Mrs. was not home on Tuesday when Anthony finished. Per Mr., his wife would review the items that were addressed and let us know if there were any further issues. Per a conversation between Anthony and Mr., Anthony was going to repair the siding and soffit that was damaged prior to the glass room installation due to a heat source being in close proximity (grill) to the siding. The damage is due to no fault of ours and we are doing the repair in good faith effort to establish a better working relationship with the customers. Anthony called Mr. on 2/24/2021 and the customer reported there have been no leaks since Anthony completed the repair. The above mentioned complimentary service to replace the siding is currently scheduled for 3/3/2021. Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) Anthony came out and had to take the bottom portion of the Lanai unit out. He had to reseal the lower part that wasn't did correctly in the first place. He came out and did the job by himself. He did repair the siding and soffit at no charge. The only light is how committed Anthony was. It was finished in March 2021 instead of August 2020.

Business Response There were delays in the customers permit in Orange County that was unfortunately out of the control of White Aluminum. The customer received a full refund of their deposit on Oct 14th

Business Response Contact Name and Title: *** Contact Phone: XXX-XXXXXXX Contact Email: ***@WHITEALUMINUM.COM Please find our response to the customer complaint: This customer's original lead came in on 7/22/2020. She signed a contract on 8/7/2020 for vinyl windows, IR package, and a garage door screen. She signed up for Synchrony Financing with Mike. We had to wait a few days for the account number from Synchrony for this customer and once we received it, we submitted for authorization only (no money requested at this point). This was our process we were supposed to do, that we have to do that in order to make sure they will have the funds available when the job is completed. The customer called Mike ( our sales rep) and us very upset that we charged her card for $8,448.01 (the full contract amount). We tried explaining to the customer several times that it was not a charge on her card, that we hadn't even submitted for a charge yet, that it was just an authorization. She threatened to cancel the whole deal and she hung up on us at least once, but trying to save the sale, we explained it to her again. She was originally (INCORRECTLY) told by Mike that if she did everything through Synchrony she wouldn't have to pay anything until the job was completed. We explained to her, after confirming with Synchrony and Akiko (Synchrony lead), that once the deposit was submitted for funding, she would receive a statement from them in 30-45 days and would be required to start paying on the deposit. She did not want to pay any money and then still have to wait 5 months for the work to be completed. I'm pretty sure Mike explained to her at this point that no company would do her job without some deposit. So we talked to Steve and John (at the time), and advised Mike and the customer that we would do the job as soon as possible. I explained that vinyl windows would take AT LEAST 12 weeks to get in and that is with everything going perfectly. Customer agreed to move forward. (meaning she authorized this charge!) we submitted the deposit to Synchrony for $2,534.40. Jeff D did the job check on August 25th (keep in mind our job checks are roughly 2-3 months out, and we did hers in 2 weeks). The permit is dated 9/16/20, and it takes 2-3 weeks to get back from the Town of Lady Lake. She called 10/28/20 and we spoke with her. We had the production file in front of me where we have the permit in file ready to go. The windows are on order and I believe ETA is 11/25. We tried explaining this to the customer but she kept yelling over our office manager ( Christina) and cursed throughout the conversation. She claims that Christina was rude and yelling, but Christina is a very calm person and people who work with her can voice for her. She never raises her voice The only thing She said to her that may have come out as rude "Ma'am, I'm looking at your permit in your file, the windows are on order, so do not tell me that we haven't done anything because we have." I even apologized for our lack of communication as a whole. The last thing She said to her was "Ma'am, if you would just let me tell you what I'm trying to say..." And she cut me off and said QUOTE "I don't want to hear *** from you ***" and hung up on me. She went directly to Steve and explained what happened. If she wants us to release the authorization and cancel the remainder of her contract, I'm perfectly fine with that. But I do think we are entitled to keep the entire deposit. The customer has already submitted a dispute with Synchrony. Please find a breakdown of all tangible costs below: Permit Runner $75 Permit Fee $79 Engineering $75 NOC $13 Windows/Garage Door Screen $1,628.94 Total $1,870.94 Does not include: Salesman's Time/Right to Commission, the company's right to a profit, Admin, Job Check, Purchasing, Production Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) No, I TOTALLY disagree with their response! First, this statement from Naveen is a bald face lie - I NEVER AUTHORIZED ANY CHARGE ON MY CARD: "I explained that vinyl windows would take AT LEAST 12 weeks to get in and that is with everything going perfectly. Customer agreed to move forward. (meaning she authorized this charge!) we submitted the deposit to Synchrony for $2,534.40." I NEVER agreed to allow White Aluminum to charge ANYTHING on my card and I WAS NOT told the window would take 12 weeks! There is no way I would have agreed for them to continue with the job if I knew that. I was told by Mike after I was upset about the hold on my card for the $8448.00 and was going to cancel then. But Mike said it was only a hold. Then days later, without my permission, my card was charge $2534. That is when I called them and Mike and told them to cancel. Mike assured me that they had put me ahead of everyone else, and would do my job in a couple of months, which would have been in Oct. But I never heard from them again, until I called them in Oct. They are a bunch of liars! This is what they do; they get people's deposit, then do not show back up for the job or try to keep the deposit. NO, ABSOLUTELY NO, I do not want them to do anything for me but removed that $8448.00 hold off my card and refund my the $2534.00 they illegally charged me without my knowledge. I found out from my building permit office, they applied for the building permit on Sept 14th and received it on the 30th but did not bother to tell me or contact me after they illegally charged my card! I want ALL my money back from these crooks! They should have been out of business; they have wronged a lot of people! I am a senior citizen and 100% total and permanent disabled Veteran, but they don't care; they still from anyone! I have already filed a complaint with the FL Attorney General's office for crime against a senior and other agencies! Do not believe me, here are complaints from others, these crooks have wronged! Business Response I am very disappointed with the fact that Ms. has used such foul language against our company employees that has been around for over 60 years and serves over 5000 customers annually. Yes, we do have complaints against us but when you service over 5000 customers sometimes things do go wrong. We have been through the greatest epidemic off our times so there have been delays and we have done our best to make sure every customer is treated right and gets the best service possible. I have met with my staff and I am equally shocked to see that Ms. is a Reverend and a Doctor. I would also love to post on Ms. Linked in page and on social media but I am going to refrain from doing that as we do not believe in maligning our customers. We treat all customers, whether they are veterans or senior citizens or starting their journey with equal respect. We try to run a Christian based company and I am shocked at these accusations from somebody who claims to be doing God's work and forgiveness and love is their top priority. That is just beyond comprehension on my part but so is this entire complaint. Now to a response and resolution to Ms. complaint. It is common knowledge especially somebody as educated as Ms. when you get a synchrony card, it is a credit card towards the work/contract. When you sign a contract, all the agreements of that contract are binding. We do not sign contract and put terms and agreements on the contract as we having nothing better to do with our time and money. We also always get a deposit for our work as a there is work done prior to starting the job that costs time and money. We never accept work without a deposit. It has been our process for over 60 years. The fact that Ms. did not understand that does not make us crooks, liars or criminals. We never illegally charge cards otherwise we would be out of business so that is a false statement. We treat our veterans and senior citizens with utmost respect and care and calling us crooks is libel and slander. Having said that, we are going to take the high road and provide her a full refund as we do not have any desire to do business or communicate with Ms. ***. Thanks Naveen K Consumer Response I want to reopen this complaint. The company lied to you all. I have not received my refund and they told the credit card company something different - that I signed the contract so they not giving me my money back - the credit card company has closed the complaint! Thank you! *** E. *** Business Response There is a disconnect in the timing of my response and our credit dispute response. we responded to the credit card on 11/27/2020 and at that point our response to pay back everything except $663.46 was based on a fair assessment of our cost. Based on all the threats, I responded to BBB and made a decision to refund all off Mrs. money as we wanted to move past this issue. Mrs., apparently, contacted Crimes against seniors about how we were trying to steal her money. Our CEO, William D, spoke to Mike ( from Crimes against seniors) this morning and after listening to our side of the story, Mike agreed that the charges we had deducted were fair and all we needed to return was $663.46. Based on the above complaint, that Mrs. has reopened, and our conversation with Mike I would like to change our response to the fact that we are only liable for returning $663.46 and we will not be contacting the credit card company to change our response from 1//27. We will not be providing a full refund.

Business Response Contact Name and Title: SUSAN A GM HC BRANCH Contact Phone: 863-956-3441 Contact Email: sa***@whitealuminum.com White Aluminum entered into a sales contract on December 30, 2019 with this customer. A copy of the front and back of the fully executed sales contract has been uploaded for review. Names and addresses have been whited out in respect of the customer's privacy. All White Aluminum sales contracts have payment terms which are clearly stated in bold print on the front of our sales contracts. Deposits in the amount of 35% are required on all sales contracts regardless of their monetary value. Permit and engineering services are also clearly stated on the front of our sales contracts. Once a sales contract requiring a permit has been fully executed by both parties that sales contract is sent to planning and engineering to start the drafting of the building plans. White Aluminum represented this customer in a zoning variance hearing in Polk County, this variance was approved on January 23, 2020, White Aluminum also included this customer in the process of their preliminary renderings of their building plans, allowing them to sit with the engineer to go over their preliminary plans, and the date of this meeting was February 17, 2020. It was agreed upon by all parties present at that meeting to add three post on the longest beam spans, these preliminary plans were provided by the engineer and emailed to the customer on February 25th in the meantime on the 19th of February the customer grew inpatient and came into the Haines City branch of White Aluminum demanding a full refund on this sales contract, at that time the customer was asked by the production manger to put their request to cancel the work and to void their sales contract into writing, which is a requirement stated on the executed sales contract. The customer did so in an email dated February 20th. On that date the sales agreement was 52 days old. The customers was informed they have a 72 hour right to rescission once a contract is executed in which they can request a full refund of their deposit. The executed sales contract lead time was 10-14 weeks to start work in which is also stated on the front of the sales contract, at this point the sales contract was 7 weeks old and building plans were still in the preliminary phase. White Aluminum was able and would have fully executed their portion of this sales contract. The customer is the one who made the decision to void this fully executed sales contract. White Aluminum has incurred cost associated with permitting and engineering that the customer does not feel or agree should have any liability on them. On March 12th White Aluminum offered this customer a refund minus these cost payable in four installments. This refund was agreed upon by Haines City branch manager as well as the corporate officers of White Aluminum and will be issued in four installments once the State of Florida is reopened from the Covid-19 shelter in place order and business resumes. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) It is very disturbing to see that White Aluminum has provided the BBB with an altered copy of the original written contract. The original contract, of which I was given a copy at time of signing on 12/30/19, was never fully executed due to not being signed by the branch manager which is required, per White Aluminum's own contractual statement. Ms A has altered her copy after the fact by adding her signature to her copy. Actually, I am not so sure that altering the contract after the fact did not void the contract at that time. I am not sure why Ms A is addressing payment terms and deposits. These items were never in dispute, as long as White Aluminum adhered to the written contract. Concerning a required permit, planning and engineering, a permit was never applied for and no planning or engineering was ever performed that pertained to the written contract or any discussion thereafter. To date, we still have not received anything that complies with the contract or discussion. And again, the "fully executed contract" that she referenced is based on the altered contract by Ms A. Concerning the statement that White Aluminum represented us in a zoning variance hearing in Polk County, is a totally false statement. I and I alone, represented my wife and I before the Land Use Hearing Officer during the zoning variance hearing. While White Aluminum's representative was present, he was there to represent another of their customers. I can provide the name of that customer if needed. Ms A is also incorrect on even the date when the variance was approved. The approval was sent to me by Polk County on 2/7/20. It was not approved on 1/23/20. I then in turn forwarded a copy of the approval to White Aluminum's sales representative on 2/7/20. That is why Ms A was able to send the BBB a copy of that approval, not due to the false statement that they represented my wife and I. Additionally, Polk County requires a homeowner to sign a form giving permission for someone else to represent them at these hearings. A simple review of the hearing minutes will verify that I and I alone represented myself and not White Aluminum. Also, a simple request to White Aluminum for a copy of that signed form will reveal that it does not exist since I never requested representation or signed any form stating such action. Ms A also tries to insinuate that we were included in an original preliminary rendering of our building plans on 2/17/20. This also, is a factually inaccurate statement. I received an email on 2/8/20 informing us that White Aluminum could not fulfill the contract as written. This was forty (40) days after signing the contract and now we are hearing for the first time that they cannot build as agreed. It stated. "We are still trying to get engineering to not have to put "a post" in the middle or somewhere. We may have no choice but to put one in somewhere on that front wall." I found it surprising that they said "still trying" when we had never been informed there was even a problem. I then received the first original prelim drawing on 2/12/2020 that now shows three posts and we had never been involved in any way in this original preliminary drawing. I immediately contacted the sales rep and informed him we needed to talk. Instead of talking to me, he took it upon himself to set up a meeting at his office, invited an engineer and informed us when to be there. We met on 2/17/20, had a discussion and to this date we still have not received any plans or drawing that were discussed in that meeting. Ms A also states that during that 2/17/20 meeting that all parties were in agreement. That is another false statement. My wife, who White Aluminum required to also sign the contract, voiced her disagreement to all present, including myself, and never agreed to the changes. I cannot understand why Ms A included this false statement when she was never present at this meeting or any discussion for that matter. To date I have never met Ms A. She is in no position to know who agreed or disagreed to anything. Additionally, there was never any type of rider or additional contractual terms signed off by anyone present. Ms A then jumps to 2/25/20 and states that plans were provided to us pursuant to the 2/17/20 meeting. She blatantly omits the 2/18/20 email that White Aluminum sent to me with a prelim drawing that contained four posts going back into the interior of our property over twenty-three feet. This drawing was in total contradiction to the 2/17/20 meeting. It seems my wife was correct in voicing her objection at that meeting. On 2/19/20, I emailed the sales rep and informed him that this drawing was totally unacceptable and in no way was what was discussed on 2/17/20. I took all day on 2/19/20 to reread all emails and review the contract and all drawings sent to me and finally decided that White Aluminum had no intention on fulfilling the written contract or adhering to anything discussed. Ms A tries to imply that we became impatient and came to the office on 2/19/20 to demand a refund. Once again, another false statement. We went to White Aluminum's office on 2/20/20 to request a full refund. I asked to speak to the head of that office and instead was passed off to another employee. I was not even given an opportunity to speak to Ms A. I calmly explained to the employee all the facts and circumstances that had transpired and requested a full refund due to White Aluminum's Breach of Contract. Ms A's characterization of "demanding" is very inaccurate especially when she was not even present. After requesting the refund on 2/20/20, I never requested, authorized or approved any further action by White Aluminum for any other planning, engineering, or drawings that were not consistent with the original contract. That 2/20/20 emailed clearly stated that the refund request was based entirely on White Aluminum's failure to build the structure that was contracted. Ms A tries to make a point that it was 52 days when we requested a full refund and that the contract stated a 72 hour right to rescission. She again blatantly omits the fact that it took White Aluminum 40 days to inform us that they could not build the structure that was contracted. Ms A tries to state that we voided the contract after 7 weeks when in fact White Aluminum voided the contract by Breach of Contract on 2/8/20 when they informed us they could not build as per the contract. Ms A also makes false statements when referring to costs for permitting and engineering. No permit was ever applied for since I never approved any drawings or plans. No engineering work was ever provided to me that fell within the scope of the contract or any discussion. Therefore, White Aluminum has incurred no cost whatsoever associated with the contract or discussion. Any cost they may have incurred is based on their own negligence and non approved engineering and falls solely on White Aluminum. Even the drawing that is referred to on 2/25/20 was never discussed. In that drawing White Aluminum has shortened the length of one side of the structure by almost 2 feet and the other side by almost 4 feet. These changes were never ever discussed by anyone at any time so I reiterate, absolutely nothing has been provide to me that meets any criteria contracted for or discussed. There are also no distances shown between the 3 posts in the middle so we cannot verify they are correct. Since the 10-14 week lead time referenced by Ms A has passed for providing plans pursuant to the original contract, White Aluminum is in total and complete Breach of Contract. I have my copy of the contract and all emails referenced as documentation and proof of all my statements along with multiple more emails as support. On 3/12/20, I even emailed the CFO and asked for any documentation they had that would contradict any of my comments and to date I have received no contact from White Aluminum. To state that the branch manager at Haines City and corporate officers agreed to a refund spread over four installments minus their so called costs, without regard to my request for a full and immediate refund based on the facts, is meaningless. Everyone should be very concerned with this business in how they altered the contract, made multiple false statements that can be verified as untrue and blatantly left out key facts and emails. I have never encountered a company that tried to deceive and mask their failures in this manner. After all this dishonesty, Ms A is now using the COVID-19 situation to further delay the full and complete issuance of our refund. This is reprehensible. I am still requesting a full and immediate refund of my total deposit based on White Aluminum's Breach of Contract. Respectfully, *** Business Response My apologies for the delayed response but please find the attached file with our reponse to Mr. and his complaint. White Aluminum apologizes in the delayed response as Mr. has filed a report with DBPR as well and our attorney is handling that report and we wanted to make sure that it is brought to attention that Mr. contradicts himself between both these filings. We were also trying to make sure we understood the discrepancies between both the filings before we responded to this statement. White Aluminum has reviewed the response from Mr. and the accusations of fraud and breach of contract. I will address each one of these accusations on my response and then I will move forward to put forward the true timeline and event for your review. Our attorneys have been addressing a DBPR complaint filed by Mr. with inaccurate information and Mr. has even gone as far as maligning our General Manager with false information which our attorney will be handling. 1) White Aluminum has been in business and we have never been attached with falsifying documents such as contracts. The contract Mr. has is the contract he signed with Brad, our sales rep. The contract then goes back to the office and our General Manager signs that contract. It would be impossible for us to hand a contract at the point of sale with the GM’s signature but a signed contract was attached to the previous submission. I think Mr. should not accuse companies of Fraud without evidence or true understanding of their process. The second signature is also a process internal to White Aluminum to validate margins and does in no way negate a signed contract by the customer. 2) Mr. has mentioned that there was no planning or engineering work ever performed but I recall that Mr. receiving multiple communications including drawings from our engineer I am surprised that Mr. is making an accusation of no planning or engineering work done from our end. One of the things failed to mention is a phone call Mr. had with our engineer where he was pretty vocal and derogatory to the engineer. That is why our engineer asked Mr. to use his words wisely. Mr. conveniently forgot to mention that phone call. Shifting back to the details of this transaction details, With regard to the facts that form the basis for any complaint by *** arising out of the referenced contract, they are not as favorable to *** as he asserts in his complaint. Specifically, when the contract was entered on December 30, 2019, it was noted on its face that *** had to obtain a set-back variance in order to construct the carport on his property and that, due to a high volume of work, the lead time to commence construction would be 10-14 weeks, putting the anticipated construction start date in mid-March or April of 2020. White Aluminum was ahead of its schedule and was trying to accommodate Mr.’s request by devoting time and effort to make it right for a customer. We typically do not spend funds for engineering till the variance approval was secured. The email was sent to Mr. and not to us because he filed the variance and not us and we were present to respond to any questions that may have come about at the variance meeting. That is the reason why we called Mr. to let him know of the issue as soon as we started the discussions with the engineer which happened to be well ahead of the install date. Mrs. A brings that point about all parties were in agreement as the parties involved at the meeting were in agreement based on the feedback back received from 2 employees and the engineer. The consensus was that we would move forward with the 3 posts and not the 4th post. Mr. keeps saying we have no evidence but then I can venture out to say that Mr. has no evidence that during the meeting the final verdict was not to move forward. Our staff made a mistake to have not signed a CCA at that point after the meeting that is a typical process that if there is change in contract requirements we sign a CCA (Contract Change Addendum). The fact that Mr. agreed to do the job with these posts, a change from the original contract obligates Mr. to move forward with the job. This is a legally binding contract and the fact that White Aluminum is willing to refund the money shows that customer satisfaction is very important to us. Having said that, White Aluminum is entitled to the time, effort and other hard costs such as engineering drawings and sales commissions. The email that was sent to Mr. with 4 posts was an accident as Mr. knew after the meeting (based on staff conversations) that he was okay with the 3 posts. Mr. returned home after the engineering meeting and changed his mind. We don’t want to speculate on his side but we do know the conversation internal to our business and a third party engineer who runs his business with integrity and would not jeopardize his business and lie for us for one contract. Mr. also insinuates that White had no intention of fulfilling the contract but that statement is false as White did everything possible to keep Mr. happy and fulfill the contract. The sales rep made a mistake and he brought it to Mr.’s attention and the fact of the matter is that Mr. received another quote for $10,000 less that he mentioned to our CEO at his meeting. At that meeting with the CEO, Mr. D pleaded with him to work with us and we would fulfill the contract with no posts and we would even reduce our price but he was not willing to work with us. He had made his mind. I am bit perturbed to see that Mr. would accuse us of not being committed to doing his work. Additionally, since the heart of ***’s complaint is that he has not received a refund of his down payment, it must be noted that he has not complied with the statutory requisites for making such a demand. Specifically, Section 489.126, Florida Statutes, requires that the contractee must demand in writing that the contractor either pull the necessary permit or commence the contracted work within specified times, as the case may be, or refund the payment. The letter making such demand must be mailed to the contractor at the address shown on the contract, by certified mail, return receipt requested. *** does not claim to have done so and, in fact, never has. Once again, the contract had a lead time of 10-14 weeks and we follow a step by step process so we could not have told Mr. prior to the 40 days as that’s when we got to the step plus a variance was needed prior to going to next step. White Aluminum never breached the contract or have any intentions for breaching the contract. Just because Mr. states that the engineering work was not within the scope, that does not mean the time, effort and the amount of time (including the meeting Mr. attended) was not a cost taken by the company. If Mr. was so adamant about not moving forward then Mr. should have never met with our engineer and incurred that cost. He should have moved forward with his decision not to meet with and cancel the contract using Section 489.126, Florida Statute. Due to our reputation and our time in business we agreed to refund the funds to Mr. but since he decided to cancel the contract, we would have to base our refund on our cash flow and not his decision to walk away from the contract. We have no reason to cancel the contract or refund the funds as we are willing do the work with no posts as stated. Another reason for the refund was that we work off referrals and we would hurt our referrals by upsetting customers. Mr. went as far as to tell another customer of ours not to use us in his community but we still sold the job and will finish the job. Mr. has acted in bad faith by maligning our organization and our staff who work day and night and have never had a bad faith or issue with their integrity. We take our business reputation seriously as most of our employees are long term employees. We do not want to move forward and press charges but we want to work with Mr.. Mr. consistently in his last write up has maligned and defamed us and our employees especially Mrs. A who has worked hard to make sure this contract obligation would be fulfilled. Mrs. A take her role as a GM and her customers and her staff very seriously and this has been very upsetting to her. There has been no dishonesty and we did not create the COVID-19 virus and the fact that business was almost down to screeching halt has been no fault of ours and so once again Mr. pursues to malign our intentions with false accusations. White was and is still agreeable to refunding his down payment, minus reimbursements in the amount of $1,500 for engineering, processing and personnel time. See email of March 12 from Naveen K, CFO/COO of White to ***, which summarizes White’s position and conveys an offer to resolve the matter. Thanks Naveen K CFO/COO White Aluminum and Windows LLC. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) Again, White Aluminum has responded with multiple false statements and by a person whom has never even talked to me or has any first hand information that brought about this situation. I have reviewed the filings that Mr. K is referencing and see no discrepancies or inaccurate information in them. 1. Mr. K uses the phrase "falsifying documents such as contracts" and the word "fraud". I have reread this entire complaint and can not find where I ever used the words "falsifying" or "fraud". I would appreciate referencing my statements accurately. I stated that the contract had been "altered" after my wife and I signed it. That is a true and accurate statement. When the signatory lines on the original copy of a contract have been changed from the customer's copy without their knowledge, it indeed has been altered. I made no legal determination of that fact other than to say, "I am not so sure that altering the contract after the fact did not void the contract." That was my expressed opinion. A properly signed contract has all parties sign all copies and then the customer is given their copy after signing. 2. Mr. K states, "*** has mentioned that there was no planning or engineering work ever performed." That is a false statement. My exact statements were, "No engineering work was ever provided to me that fell within the scope of the contract or any discussion," and "they have provided absolutely no services, engineering or work within the scope of the contract or discussion." These are true and accurate statements. Once again they have misrepresented my statements. 3. Another blatantly false statement Mr. K makes is, "One of the things failed to mention is a phone call Mr. had with our engineer where he was pretty vocal and derogatory to the engineer." At NO time did I ever talk to their engineer on the phone or any other method other than the morning of 2/17/2020 when White Aluminum's sales rep had my wife and I come to their office. That was the ONE and ONLY time I have ever seen or spoken to their engineer. I kept ALL my correspondence between myself and White Aluminum. I may have to pursue this libelous statement. 4. Concerning the details of the transaction, the sales rep noted a 10-14 week lead time on the contract after we had signed it but just prior to tearing out our copy and handing it to us. My wife even asked about that and he stated that was because he was required to do that. He had me initial it but informed us that as soon as our variance was approved that they could build the structure in February. My wife and I both were very clear with the sales rep that we would be leaving at the end of March to go home and this had to be built before then. He stated that would not be a problem. There is no way we would have agreed to it being built after March with us not present. The sales rep had explicitly informed us it could be completed before we left at the end of March. I have learned a hard lesson in putting any trust in what White Aluminum verbally states. 5. While White Aluminum's sales rep was present at the variance hearing, he was there to represent another customer. After he represented that customer, the sales rep stayed of his own accord. I will not say it was not thoughtful of him to do that but we never asked or requested such action since I and I alone represented my wife and I at that hearing. 6. Mr. K also states, "why we called Mr. to let him know of the issue as soon as we started the discussions with the engineer." That is also a false statement. At no point in time did we ever receive a phone call concerning a problem with the engineering of the port. The first contact concerning a problem was in an email from the sales representative on 2/8/2020. 7. Mr. K makes another false statement when he says, "all parties were in agreement as the parties involved at the meeting were in agreement based on the feedback back received from 2 employees and the engineer." The only parties present in the meeting on 2/17/2020 were the sales rep, the engineer, my wife and myself. The sales rep was the only employee present. Two other employees made an appearance in the room as the meeting began, introduced themselves and then left. During that meeting, three posts were discussed with me but a forth post was never ever even mentioned and no change to any side lengths were ever discussed. My wife even informed the engineer that she could not even see the laptop screen on which he was working. My wife never agreed to any change and made the statement that she did not like this. The sales rep replied to her, it will be alright. I have never disputed that I alone agreed to try the three posts. This situation came to a head when White Aluminum sent me a second preliminary drawing on 2/18/2020 showing a port with four posts and not the three as discussed. I immediately emailed the sales rep and informed him this was unacceptable and not what was discussed. Mr. K states that I returned home after the meeting and "changed his mind." That is another false statement. White Aluminum sent me a drawing that was not discussed and I simply would not accept it. Mr. K is now trying to say this drawing was sent by accident. No one ever contacted me and informed me anything was sent by accident. The drawing was drawn and approved by the engineer, sent to the sales rep and another White Aluminum employee. After review by all three people they now want to try and say it was an accident. I have the email thread showing all three people approving the drawing. After the sales rep forwarded my email to the engineer is when I received the threatening email from the engineer. 8. As far as my determination that White Aluminum had no intention of fulfilling the contract, I took all day on 2/19/20 to reread all emails and review the contract and all unapproved drawings sent to me that were approved by White Aluminum only and finally decided that White Aluminum had no intention on fulfilling the written contract or adhering to anything discussed. Any reasonable person would come to the same conclusion based on the emails and facts. 9. On the meeting with Mr. D, I never told him that I had a quote for $10,000 less than theirs. I simply stated I had a quote before ever talking to White Aluminum for several thousand less and the only reason I signed with White Aluminum for the higher price was because I was told they could build the port with NO posts in the interior or front of the structure. During that meeting he stated that there was a new type of commercial beam that could possibly span the distance in question but he was not sure. Since we had contracted for a residential structure as those adjacent to our property, and not commercial, I stated that I would have to see what he was referring to. Mr. D stated that they had not built anything with the new commercial beam so he could not show us what it would look like. We would not accept something that we could not see how it would look before building. That is why the sales representative was present on our property at the time of signing. He never offered a reduction in price of any kind in that meeting. He promised to call me by a specific day after he contacted Haines City for details of the situation and then did not call. A full day after he was supposed to call back, I made a call to Mr. D and had to leave a voice mail. Four days later he finally called and that is when he tried to get us to accept the port with posts in the middle for $10,000 less. 10. On the refund, I followed exactly the process that White Aluminum's employee told me to do on 2/20/2020. 11. Mr. K states they did not breach the contract. I have a signed contract with specific criteria and an email from White Aluminum stating they can not build the structure as contracted. I am not a lawyer but sure sounds like breach of contract to me. 12. Concerning engineering and processing work, does White Aluminum actually expect customers to pay for services that have nothing to do with a customer's written contract or agreed to discussion? Again, I was provided nothing that had anything to do with my contract or meeting. 13. Lastly, I have in no way maligned or defamed White Aluminum or any of its employees. All my statements are accurate and factual and I have multiple emails to help support this. I have never ever told any of White Aluminum's customers (whom I have no idea who their customers may be) not to use them. Again, more libelous allegations of which I will have to consider. Also, I do not appreciate White Aluminum trying to intimidate me and trying to retaliate against me for filing a complaint against them by threatening to "move forward and press charges" against me. Again, I formally ask White Aluminum to provide any documentation they have that would dispute any of my statements and be given a full refund. Respectfully, *** & Consumer Response White Aluminum has proposed a full refund to resolve this issue. Full refund to be completed by June 19th, 2020. When completed, I will contact the BBB and inform you that this complaint is resolved. Respectfully