ComplaintsforHarley Exteriors Inc

• Initial Complaint

  07/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Abusive sales people.Haven't refunded a deposit I WAS FORCED TO MAKE in order to get rid of the salesman.Recent experience, so I don't buy the "excuse" that these Salesmen that EVERYONE ELSE IS COMPLAINING ABOUT have moved on.And they still have company reps calling me. Never ending sales ABUSE.I hope they go out of business!

  

  Business response

  07/18/2024

  Our system shows the deposit was returned through Square on 7-15-24. Their information has also already been added to our do-not-call list on the same day they issued the BBB complaint. We always immediately add anyone to our do-not-call list upon request.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Ive have been comparing prices between this company and another, trying to get the best price for replacing my windows. *** decided to go with the other company and signed a letter of cancellation and mailed it to them within my right to do so, which is 3 days from initial deal. there was a bit of back and forth between the companies, prices getting lower and lower, until I finally decided. In trying again to cancel with this company, Ive been met with unreturned calls and receptionists who keep telling me that my project with them is cancelled. When I finally did get a hold of someone, they basically tried to bully me to cancel with the company I chose and go with them or pay 50% of the cost of their project for cancelling. How am I supposed to compare prices when companies are allowed to do this nonsense?

  

  Business response

  07/05/2024

  The contract has been cancelled within the allotted recission timeframe.

  Customer response

  07/11/2024

   
  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. Now stop being lying asshats and shady af scummy sales-peeps. You dont earn a sale by threatening a potential customer.

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

  Customer response

  07/22/2024

  Even after getting a resolution through the bbb, saying that the contract was cancelled within the allotted recission timeframe, *********************** is still contacting me, saying that Im breaching contract. Why does this company keep telling me conflicting things? *** already told them that Im not doing business with them and Im not paying the 50% cancellation fee.
  

  
  

  *********************** needs to stop harassing me and take a hint.
  

  
  

  

  Business response

  07/31/2024

  After researching this further we're showing that the original contract was cancelled in time. However, then one of our sales managers went back out to the home to understand the project better and negotiate a different contract. At that time a new contract was written up and signed. We were ready to move forward with the project while then the new contract was requested to be cancelled, however, this particular one was requested to be cancelled after the recession timeframe. If it is not desired that we move forward with the agreed to project then it would be considered a willful breach of contract.

  Customer response

  08/06/2024

   
  Complaint: 21933811
  
  I am rejecting this response because:
  I was led to believe that a Harley rep was coming to my house on June 15th to give me back my signed documents to finalize my cancellation and that would be that. Instead, they kept me again for another couple hours and caused me to be late for work and gave me a new contract. When I asked about having to cancel with the apposing company, he just casually told me to call him up and cancel it, like the letter of cancellation stuff didnt matter. So I called up the other company and told him I got a better offer and wanted to cancel. Instead of being belligerent and bullying like *********************** was, he was kind and understanding, worked with me and came back with an even better offer.
  
  So yes, NEW Harley contract. Ive called Harley Exteriors within my 3 days from June 15th multiple times asking if I need to sign another cancellation letter. Each call, I was told that my project was indeed cancelled, or forwarded to a voicemail. Recalling what the Harley rep told me on June 15th about just calling and cancelling, they must of got my voicemails. This alongside the multiple people I did manage to speak to said as much. If the cancellation letter was actually required for me to sign and mail, they did not give me a proper opportunity to do so. *** already moved forward with the other company and Im VERY happy with my new windows. Im NOT happy with how Harley Exteriors has handled this situation, terrible communication, dodged calls, distasteful sales tactics and all. I dont owe them a single *****.
  Sincerely,
  
  *******************************

• Initial Complaint

  06/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  6/3 Harley Exteriors came to our house for a '1-hr consultation' regarding the **** rebate. The salesman did the evaluation, then launched into a sales pitch, refusing to leave our home for 3+ hours. Our toddler was not able to get to bed at a reasonable time and we were not able to finish cooking/eating dinner as he was here until 2200. My 8mo pregnant wife was exhausted and attempted to excuse herself several times but the salesman wouldn't proceed without her. He took advantage of the situation, and continued with aggressive sales tactics, finally wearing us down enough that we agreed to move forward on the one condition that their financing would not require a hard pull on our credit. We told him that this was a hard line for us. Before we signed anything, the salesman called his finance team from our kitchen to confirm and explicitly told us that it would be a soft pull, not a hard pull. We were very clear that due to our financial environment, we were explicitly not going to sign the paperwork if it involved a hard pull. He reassured us multiple times that it was a soft pull not a hard pull so we signed the contract with a $5000 down payment. My wife called on 6/7 to discuss the contract and learned that they had indeed made a hard pull on our credit. She explained that this was contrary to what we were explicitly told and asked to cancel the contract, as we entered into it under false pretenses. Across multiple phone calls the company has bullied her and tried to write the situation off as a simple miscommunication, threatening to charge us half the cost of the full contract, while accusing her of trying to breach the contract.The sales manager spoke with the salesman and determined that there was a miscommunication on his end. Thus the information given to us was false, and our decision to move forward with the contract was based on that false information. The company has refused to refund the down payment and refused to release us from this contract.

  

  Business response

  07/05/2024

  Some of our lenders do an initial soft pull of credit, however, once the loan is approved they will always eventually have to do a hard pull. Unfortunately, our rep was thinking that the particular lender being used in this instance was one that initially did a soft pull while in fact they initially do hard pulls. However, again, even if it were a lender that initially does do a soft pull, once the loan is approved, the bank will issue a hard pull. Theres no way to not eventually have a hard pull by any lender. We, nor any other home improvement company that we know of, issues a full refund and voids contracts due to bank eventually doing hard pulls of credit, which the lenders eventually must do anyways.

  Customer response

  07/17/2024

  Our objection is that we feel we were coerced into the contract under false pretenses. Whether this was a simple misunderstanding on the part of the salesman or a deliberate deception on his part to close the sale shouldn't matter. The facts of the interaction are that we told the salesman that we would not sign the contract if there was going to be a hard pull involved. Period. He then contacted his financing team to inquire about the nature of the credit pull. He then told us that there would not be a hard pull on our credit. Period. Only after -- and because -- he had given us that assurance did we eventually sign. We did not agree to a soft pull with an eventual hard pull later. We were explicit in our stance that if there was going to be a hard pull on our credit at any point, we were not going to sign the contract. This false information was the most explicit point in a sales approach that was aggressive, predatory, and deceptive. He additionally misrepresented the terms and timeline under which the contract could be voided. The response from the business does not adequately address these concerns in any way, and does not serve to alleviate our distress and discomfort about the interaction. We feel that the contract was signed under false pretenses, and so it should be voided, with a refund of our deposit. 

  

  Business response

  07/22/2024

  We advise ahead of time 2x that our presentations can take a while because theres lots of style options to go over, and it also depends on how many questions people have for us. It was also agreed ahead of time that we would be able to meet with both home owners. With the contract being signed to order windows that can also extend the duration of time that a sales *** is present in the home. While we do try our best to button everything up as quick as possible to avoid any inconvenience, nevertheless, we also know that new energy-efficient windows are an important upgrade to a home and so we also try to be thorough about what people are investing in so theres no surprises later on. Unfortunately, the sales *** was under the impression that in this particular instance there would be a soft pull with the credit. Yet, even if that were the case eventually the lender wouldve issued a hard pull anyways, as is the case with any lender.

  Customer response

  07/22/2024

   
  Complaint: 21835631
  
  I am rejecting this response because:

  It still does not address our primary concern. The business has repeatedly asserted in their responses here that financing is going to be a hard pull in any situation, and that any representation to the contrary was simply a misunderstanding on the part of the salesperson. This is not satisfactory. We specifically asked if there was going to be a hard pull because we were not comfortable with a hard pull on our credit and wanted to clarify whether that would be a part of the process or not.  We were very clear that we would not sign the contract and would not be buying new windows at this time if there was going to be a hard pull on our credit. As new homeowners we are figuring out our financial situation and this was a very hard line for us, and we made that clear to the salesperson. The salesperson assured us that there would be no hard pull. He even called the businesses financing team to confirm while in our home and repeatedly told us that there would not be a hard pull at all. Whether that was a misunderstanding on his part or an intentional misrepresentation of the situation in order to make a sale is irrelevant. We were very clear that we would walk away from the sale if there was going to be a hard pull on our credit at any point related to this transaction. That is why we are requesting this contract be voided. 

  This is fraudulent misrepresentation and should be grounds for the cancelation of the contract. 

  The business has asserted repeatedly during this complaint process that any transaction of this sort would involve a hard pull. That may be something that a business who engages in these transactions regularly would know implicitly, but it is not something that we as consumers who have never bought windows before knew implicitly. Because we did not know this implicitly, we asked the representative of the business for clarification and he explicitly told us that it would not involve a hard pull on our credit. He was aware that our signing of the contract was contingent on this information which raises the concern that the misrepresentation was intentional. Again, however, whether it was intentional or a misunderstanding on his part does not change the fact that he misrepresented the contract to us prior to our signing it. We are not seeking damages at this time, all that we are seeking is the cancellation of the contract (including a refund of our deposit). 

  Finally, regarding the duration of the appointment, it was communicated to us that the appointment would be somewhere between an hour and an hour and a half. The four and a half hours that the salesman was in our home was excessive and inappropriate, especially considering that our family includes a small child and an (at that time) pregnant woman. This is not the basis of our objection to the contract, though, this is simply further context for our experience with this salesman.
  
  Sincerely,
  
  Kestrel And *****************

  

  Business response

  08/09/2024

  To the best of the sales **** knowledge, they believed 1st Security does an initial soft pull. The credit approval documents provided by the lender, which were also signed by the customer, state that credit is being applied for and that the lender is authorized to obtain a credit report.

  Customer response

  08/15/2024

   
  Complaint: 21835631
  
  I am rejecting this response because:
  

  Once again the business does not satisfactorily address the underlying concern. The response here states two things: First, that the salesperson believed it to be an initial soft pull. Second, that we signed a contract agreeing that we were applying for credit. The second question is intimately tied to the first one: We signed the contract which included an application for credit. We the consumers were unsure what that application for credit would entail, and so we asked the salesperson -- the representative of the company -- for clarification on that point. We informed him explicitly that we would not be signing a contract if it involved a hard pull, and as financing was involved we were concerned about the possibility of there being a hard pull, to which the salesperson contacted his financing team and then told us, the consumers, in no uncertain terms that there would be no hard pull on our credit. He did not make any provisions for an initial soft pull with a potential hard pull later, he explicitly told us that this contract would not involve a hard pull at all.

  Whether he gave us false information because he was genuinely mistaken in his understanding of how the credit process works or whether he gave us false information in order to entice us to sign the contract is a problem for him and the business, not for us as the consumer. We asked multiple times explicitly whether this contract would involve a hard pull on our credit and were repeatedly assured not that he wasn't sure, but that it explicitly would not involve a hard pull. That is the terms under which we signed the contract. That those terms were inaccurate means that the contract was signed fraudulently. 

  Once again: the business has admitted that the salesperson misrepresented the terms of the contract to us, the consumers. They have admitted that we signed the contract under false pretenses. The argument they have set forth essentially boils down to ignorance on the part of the salesperson. That is not the responsibility of the consumer, that is the responsibility of the salesperson and of the company for which they work to ensure that they know the terms of their sale and can represent it accurately. When they give out false information to the consumer in order to induce them to sign a contract, whether through malicious intent or simple ignorance, that is fraudulent misrepresentation and should be grounds to nullify the contract. 

  
  Sincerely,
  
  Kestrel And *****************

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased windows from Harley Exteriors, **** on March 25, 2024. They had an appointment with us on May 13, 2024 to install the 6 windows. The day prior, May 12, 2024 we completely removed all the furniture out of our living room/dining room and tied back 5 10-foot curtains (they are attached to the ceiling, that is why they are so long). We received a call ****** at 8:20 a.m. the day of installation and said ": the installer had called out sick. They DID NOT schedule us the next day, we had to wait until May 16, 2024, to have them installed. We could not use that part of our house during this time because the curtains were tied back, and furniture had been removed. They came on May 16, 2024 and installed the 6 windows and found 2 to be defective. They left the windows filthy inside and out. We viewed the remaining ones and found that 1 maybe 2 could be defective as well. My husband talked to ****** and he said they were manufacturing 2 new replacement windows. He also told him about the 1 or 2 possible defective ones and asked that a production manager/ representative be sent out to look at them. ****** said no, the installers can do this when they come out to install the other 2. The appointment was set for June 3, 2024. The Friday before, May 31, 2024 my husband called ****** to confirm the windows were still on schedule for June 3, 2024. He confirmed this so we removed all the furniture out of our dining room and tied back the curtains. ****** called at 8:50 am. and stated, " The windows would not be installed today because they were broken over the weekend." I do not feel that Harley Exteriors is a reputable company, and they have no intentions of replacing these windows nor the possible extra defective 1 or 2. I have remorse for paying out the money and trusting them with our business.

  

  Business response

  07/05/2024

  Weve spoken with the customer to see how we can rectify these concerns. We are in process of setting up a service appointment to address all the concerns. Weve gathered that the customer is available for from 7/8-7/16 and so we are now working on scheduling a time with our installer within this time period. We will notify the customer immediately once we have an opening and will confirm with them.

  Customer response

  07/06/2024

   
  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.
  
  Sincerely,
  
  *************************

  Customer response

  07/17/2024

  Do not close this matter yet.  We have been promised multiple times that the defective windows would be replaced.  As of yet, this has not happened - purportedly due to problems with the manufacturer.  The most recent promise is that the two replacement windows will be installed on July 25th.  Hopefully, that will happen.  

  

  Business response

  08/08/2024

  Our production manager has been in contact with the customer about all their concerns, and they recently went out to the customers home to walk the job with the customer and look things over. It has been discussed that new windows will be ordered and looked for full qualify assurance for the customer.

  Customer response

  08/13/2024

   
  Complaint: 21795386
  
  I am rejecting this response because: 

  I greatly appreciate the most recent response from Harley Exteriors.  The visit from the Production Manager left me feeling like we are on a good path towards closure.  However, I wish to keep the complaint open until the windows are actually replaced.  

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

  Customer response

  10/08/2024

  Things have progressed with our complaint against Harley Exteriors (#********).  They finally replaced the 4 windows defective windows on September 7th.  The new windows seem to be of good quality. 
  As such, we are now willing to drop our complaint.
  

  
  

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A salesman came to my home and looked at my windows and tried to sell me on the idea of replacing all of them after I had already told him I just wanted the ones that get the harsh weather elements. he quoted me ****** dollars, and I again said "I only need the front windows". turns out that was only for the front windows. after almost kicking him out of the house he brought the price down to 16k with like 9.9% financing. my wife really liked the windows' features so I said okay. they came back a week later for paperwork to sign and while signing I noticed it said 18% interest. I asked the sales man about the increase and he claimed to be unaware of it. in other words watch what you sign with these people! I decided to pay outright with no financing. the deal was half now and half when the job was completed. I gave him the check for half and about 3 weeks later I got a call saying a guy will be coming over between 10am and noon to measure. Measurement day had come and the guy was 4 hours late, wasted my whole Saturday. now for the install... I got a call saying "we can be there Friday to install your windows" I said okay and scheduled a day off of work. Wednesday rolls around and got a call saying they fell behind and they will have to do it Saturday instead so I canceled my day off. Thursday afternoon I got a text saying they caught up and they will like to still do it Friday.. Ugh!! I requested Friday off again. 8AM Friday morning got a phone call from the installer his words "umm well my lead installer was a no call no show today so I'll have to come over tomorrow and start".. I wasted 8 hours of vacation on this poorly organized company that doesn't know how to communicate. During the install a ladder slid off my roof and broke my wife's 500 dollar fountain, they got caulk finger prints all over my siding, i found a scratch on one of the new windows and they swept all the debris from the install into my gutters. my invoice even had the wrong name on it.

  

  Business response

  06/19/2024

  Our sales reps will try to sell more windows from the outset because prices do unfortunately increase eventually overtime with inflation, but also because it keeps our window rates down for our customers, due to having to make fewer trips. It is not the common Harley experience for the initial install to be rescheduled multiple times with poor communication. We have advised our installers to make sure they communicate in advance if there are any changes so there is ample time for our customers to adjust their schedules appropriately. Our installer mentioned that one of their step ladders did fall down and chip the water fountain. Our installer offered to take care of it and were told no, its ok. It has also been brought to our attention that there is a scratch between the panes on line item #1. We are currently requesting pics of this, and have also suggested a walk through with our Production Manager so he may inspect and assess the concerns mentioned, such as the caulking. We have been advised that we will be able to setup a time as soon as the customer returns next month from their work trip.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company keeps calling me asking if I need any remodeling I have told them many times that I dont need any remodeling and they keep calling from different numbers what kind of business is this they keep annoying me and this needs to stop

  

  Business response

  04/30/2024

  They requested an appointment and we scheduled a time, yet no one was there when we arrived. We tried to reach back out to reschedule. We do always place anyone on our do-not-call list immediately upon request. We have made sure they are on the do-not-call list.

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After the first few call I have told this business I do not have the time or current interest in conducting business with them, yet they have been persistent in spam calling me every couple days to multiple days in a row for the past couple months.

  

  Business response

  05/09/2024

  Our notes do not reflect it had been requested to be placed on our do-not-call list, however, we have now added this contact to our do-not-call list. We always add anyone immediately to our do-not-call list upon request.

• Initial Complaint

  03/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Harley Exteriors installed a product that was not the one I had originally agreed to. When I requested a price adjustment, they initially offered a discount but would not explain what that discount was based on. I have since request repeatedly that they issue an invoice that would clearly state the cost of the alternate product and installation and they have refused to do so. I believe that as a consumer I have a right to know what the cost of a service is based on, and the company regards this as an unreasonable request, despite the fact that they initially lied (yes, I realize that is a very pejorative statement, but I can explain more fully) about the price differential.

  Customer response

  03/04/2024

  Here is some additional documentation related to my complaint. I would be happy to provide written context if BBB would find it useful at this point.

  Thanks!

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

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

  

  Business response

  03/13/2024

  Our Production Manager and the original gutter protection system installer went to the customers home around December to look over the job and address the customers concerns and explain why we had to install the metal screen rather than the metal cap due to the pitch of the roof. We wrote up an addendum to the contract which would discount the customer $2,045 for the change. The customer agreed and signed the addendum. The customer then sent in a check for $2,044. We reached out and explained that was the amount of the discount (off by $1) mentioned on the addendum, but the rest of the payment for the finished project back in November of 2023 is overdue. The customer agreed to the final amount on the original contract, and agreed to the discount mentioned on the addendum per the signed agreement.

  Customer response

  03/13/2024

   
  Complaint: 21369073
  
  I am rejecting this response because:

  Harley Exterior's statement is absolutely false. I never signed an addendum to agreed to anything. I have consistently asked Harley Exteriors to provide supporting invoice details based on the product they installed, and they have repeatedly refuse to do so. My suspicion that they have no legitimate grounds for what they are charging has been reinforced by an assessment from another gutter installer and from detailed materials pricing based on equivalent materials through Home Depot. 

  I would be happy to further respond with a more detailed account of my interactions with Harley Exteriors, and I am willing to submit to binding arbitration. As a consumer, I believe I am *********** a justification for what I am being charged, and under binding arbitration it would be my expectation that Harley Exteriors would provide that justification. 

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

• Initial Complaint

  02/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 3-14-23 a sales person ********************* came to my house to give my husband and myself an estimate to replace a couple windows in our house. We signed that day to their price and the windows were installed in May. I was making monthly payments through 1st ************* and Fed 2024 paid off the remaining $9k. I checked the site and there was a small $15 charge, I assumed remaining interest, so I instantly paid amount. Then on 02/28/24 I received a bill for another $303.51. I called and was told a lien was filed and that is the lien release fee. I went over the contract both my husband and I signed and nowhere does it say a lien would be filed. The rep sent me a document that neither of us had seen and it has a signature and dated 03/17/23, 3days after they came to our house. Neither signature is mine nor my husband's but rather a forgery. All other documents signatures are the same and then there is some random signatures days later. I told them we weren't told of lien and I shouldn't have to pay for the release. I have already full paid the entire amount. I tried escalating and now I can't get a response.

  

  Business response

  03/15/2024

  We believe the customer is referring to the $203.50 filing fee listed on the 1st ************* finance form. This is a standard fee charged by the lender. Our finance manager sent a copy of the form to the customer explaining the charge and we have not received a reply back since then. This fee is charged by the bank, not us, so we ask that this complaint be removed from the BBB because its not a fee that we even charge.

  Customer response

  03/16/2024

   
  Complaint: 21367619
  
  I am rejecting this response because: The email from the company said to contact the bank. The bank doesn't want to talk to me. Simply stated that I should have been told by the rep that came to my house. We were not told of a lien nor an additional fee after we paid off loan amount. I just want the lien released and not have to pay this fee when the loan is already paid off.
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I gave my number to a ****** Exteriors representative at the Renovation show at the ************************* as part of a raffle. For the next week, I received THIRTY phone calls from them. No voicemail. I finally picked up and found out it was ****** Exteriors. I have now told 2 different representatives to stop calling me. The first one said they put a note to not contact me on my number, it clearly that was not respected.

  

  Business response

  02/23/2024

  Were showing the customer was added to our Do-Not-Call list and we have not contacted the customer since. People have been re-added to *********** queue before by accident if calling us on our marketing line. We apologize if there was another call after being requested to no longer be called. We do our best to always add people to our Do-Not-Call list when initially asked.

*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. ↩