ComplaintsforTrue Aluminum, Inc.

• Initial Complaint

  07/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 1, 2022, we had our lanai rescreened and also had some aluminum posts removed to make a "True View" wall. While we appreciated the aluminum work done, the wall was to be screened with "Super Screen" (a brand name of Screen that is expensive due to its strength and durability) as listed in our contract. Several months later, we noticed that the screen was developing several holes, which we found surprising as Super Screen is meant to be more resistant. We ordered a sample of Super Screen and to our surprise, the wall is NOT Super Screen material. We wanted to give True Aluminum a chance to make it right. I emailed on 5/4/23 about the concern, and then also called 5/5/23, but got no response (email or call back). I eventually walked into the office and met with the Office Manager to discuss the concern. On 6/19/23, True Aluminum sent a technician to evaluate the screen. He acknowledged that the screening material was NOT Super Screen. He said that while the contract states "Super Screen", they could have used a different brand of screen. However, as this is not what the signed contract stated, he agreed to discuss with True Aluminum about replacing it with the agreed upon Super Screen material. I had not received a return call by 6/23/23, so I called the number on the technician's business card. The cell number went to a voicemail that was not accepting messages. I called the True Aluminum office and spoke to a receptionist who reported that the Office Manager would return my call. It has been almost a month since that call, and I have still received no response.

  Business response

  07/25/2023

  We have made contact with the customer and are working to rectify the issue.  Somehow communication was missed on this project and we did not receive any of the voicemails left.  We hope to have this completely resolved by the end of the week and the customer has accepted our terms.  Thank you!

  Customer response

  07/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I was extremely impressed with True Aluminum's rapid response! They went above and beyond to make it right. I will not hesitate to recommend them to others.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/13/2021, my husband and I contracted True Aluminum (TA) to build a Renaissance Lumino Sunroom, with extended ceiling; the door facing the backyard; energy efficient; fully insulated; and beautiful, representing the information provided to us by **** as well as the manufacturers marketing materials, including the website. Our intent all along was to make this room a part of our home; thus, the energy efficiency and insulation of the Lumino Sunroom, in addition to the high quality and aesthetics, were crucial to us. The room that we received from TA does not match the specifications of the Renaissance Lumino Sunroom. The neglect, lack of professionalism and of information and skill of the workers, effectively ruined the room, aesthetically and in its performance as well. The workers broke the frame of the room and then had to patch it with PVC to conceal the holes and gaps. They damaged the surface and paint by applying foreign materials that then had to be removed with harsh cleaning products during the refurbishing process. Some windows are not aligned with each other. The frame is filthy and stained from having been left exposed to the elements for weeks, and from the abuse of the workers. The room is framed with hundreds of screws on the outside, which have nothing to do with the Lumino sunroom. The sunroom is not insulated (air-tight), as promised by the manufacturer, thus, it cannot be climate-controlled. The room presents water leaks. Furthermore, the concrete slab that TA built for the room is now full of cracks that are getting bigger, and one piece of the slab is broken completely. The workers stood on the roof against manufacturer's recommendations, compromising its performance. The owner does not want to go through mediation; does not accept our offer of paying only 50% of the original cost; and has threatened us with legal action. The room that TA built is a refurbished and damaged room. Not the new room that we ordered.

  Business response

  10/11/2022

  Unfortunately we do not agree with *******************  Our attorney has reviewed the entire project and feels justified in collecting towards the full balance owed.  We have completed construction on the customers home and it has passed all final inspections with the proper jurisdiction.  Engineers have gone to the customers home to confirm that it is built to code.  We have gone above and beyond to ensure satisfaction to no avail.  We are and will continue to seek the full balance owed at this time.

  Customer response

  10/15/2022

   
  Complaint: 18186250
  
  I am rejecting this response because:

  We are currently in talks with a representative of Renaissance **************, the manufacturer of the Lumino Sunroom. They are attempting to help us reach a more amicable and fair agreement with True Aluminum. We believe in the power of ethics and of people's ability to reach mutually beneficial and less harmful outcomes in negotiation. 

  Sincerely,
  
  *************************

• Initial Complaint

  07/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Earlier this year, I requested an estimate from True Aluminum to extend my existing Mansard pool cage out by 8 feet. I was clear to True Aluminum's salesman Jeff that I wanted to retain the existing Mansard style. The project was delayed several times and its price went up due to Jeff's failure to note that the project required a retaining wall instead of a footer as he quoted me. I addressed my concerns for the Mansard pool cage to Daniel who stopped by to see progress on the retaining wall and drop off permit paperwork. He informed me that he would pass it on to his supervisor Garrett. Later I learned that Daniel did convey my expectations to Garrett and said that True Aluminum held meetings on it. True Aluminum never contacted me prior to the extension going up that I was not getting a Mansard style cage as requested. True Aluminum arbitrarily decided to change the style to a flat roof without my knowledge or consent. Had they done so, this issue could have been addressed early on or I simply could have went with one of the other contractors who could have done the project as I requested. Leaving me to believe they were the best men for the job. As the cage was being extended, I was informed by the workers that it was going to be a flat extension. I contacted Co-owner Isaac T of the problem. Isaac recommended that we allowed the project be completed, even if it was a loss for True Aluminum, he would make it right. Another misleading statement. Since then, he has back tracked. He offered to re-do the project for an additional cost of over fifty percent of the original project. In other words, I would be paying twice for two pool cages when it should have been one price for one cage. True Aluminum blamed me for not being able to read their engineered drawing. I have attached it. It depicts a Mansard style cage as requested. What I have does not look like this. I am requesting True Aluminum give me what I had asked for at the price we agreed on.

  Business response

  08/19/2022

  Consumer Response /* (2000, 11, 2022/08/17) */ An agreement was reached between both parties and the matter is considered closed.

*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. ↩