Complaints

This profile includes complaints for Aspen Home Improvements, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Aspen Home Improvements, Inc.

  222 Pitney Road Lancaster, PA 17601

  
• 

  Aspen Home Improvements, Inc.

  2653 Lititz Pike Lancaster, PA 17601-3723

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/09/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  When the owner came to my home with the ************************************'s Inspector, he was very defensive, addressing my concerns in a combative, courtroom drama manner.  He stayed very focused on stating repeatedly that his work was stellar and that the windows were the ones I purchased because he said that the labels would confirm it.  In regards to the windows in my home verses the windows purchased- I am not convinced that they are based on the argument that if the label says it, it is so.  That being said, I checked several windows and the labels were inconsistent.  Of the three I pulled, only one said it was the **** Pro Series that I ordered, one said something else and the other had ???.  The windows are thin, flimsy and do not have the look and feel of a top of the line window.  They are not heavy/thick- they are thin.  As for the his sticking by the horrible craftsmanship (even the Inspector agreed with this), he simply lost any credibility he had left.  He spoke confidently, spewing window tech jargon at high speeds that sounded very convincing if only my shades did not continue to move with the windows both closed and locked.  He was absolutely insulting to any reasonably astute human being. Finally, I had an **** Licensed Contractor come out to inspect the windows and many errors were found:

  Windows not installed correctly of the 3 windows taken apart
  All slider windows need to be shimmed in the middle- there is no support in the middle and the window is sagging
  Lack of support in the middle is causing the window to adjust in the track causing AIR TO SEEP in somewhere- likely off track allowing wind to come in
  
  Windows are not leveled: Flush on one end but almost 1/2" out of level on other end, SIDES- Plum on one side- 1/8th inch out of level on other end
  Checked for moisture with meter and found that no water is present yet.
  Siding not nailed on both sides 
  J channel not nailed down on both sides of window
  Inconsistent foam under windows- missing foam here and there- leaving them vulnerable to both air and water getting in
  Should have used new construction windows not replacement windows
  All J channel bottoms need to be replaced because they are currently cut- J channel bottoms are not supposed to be cut
  

  Their response reads as if the owner had not come to my home with the **** and told me that my window installation was correct (correct windows, properly insulated, etc.) but was unwilling to prove it without being COMPENSATED and looked at me with a straight face, telling me that he thought he thought the look of the windows with all of the inconsistent, slanted trimming looked good.  To quickly reiterate, he was not willing to address the Pro Series complaint in any real manner.  I was advised to simply go by the peel off stickers placed on the windows and whatever explanation he gave for why my shades move with the windows closed and locked sounded untrustworthy because air is simply, as supported by the contractors, coming in.   

  In closing, I want to express that I am over 65 year old and this $25,000 unresolved situation is causing me great, unnecessary stress.

  I have attached a quote from the inspector for your review.

  Sincerely,

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

  

  Business Response

  Date: 11/28/2023

  Dear, *****. We truly value your business and are committed to ensuring your complete satisfaction.
  We've thoroughly reviewed your order, and our records show that we placed a manufacturer's work order with all the correct, custom measurements for your windows. We take the accuracy of our orders very seriously, and we have confidence in the specifications provided. In addition to our commitment to accuracy, I'd like to mention that the owner of our company has visited your location twice to address your concerns directly. We've also maintained communication with you through our customer service team, who reached out to you via email last month. These efforts reflect our dedication to resolving any issues you may have encountered. However, we understand that there may still be concerns, and we want to make sure you are completely satisfied with the end result. We have repeatedly offered to recap your windows at no additional cost to you in an effort to address any issues or concerns you may have. Our goal is to ensure that your windows meet your expectations in every way.
  Please let us know the best time for you, and we'll be more than happy to schedule the recapping service. Your satisfaction is our priority, and we are committed to resolving any discrepancies promptly.
  Thank you for your understanding, and we look forward to the opportunity to address any concerns you may have.
  Best regards,

  Aspen team 

  

  Business Response

  Date: 12/27/2023

  Dear, *****. We truly value your business and are committed to ensuring your complete satisfaction.
  We've thoroughly reviewed your order, and our records show that we placed a manufacturer's work order with all the correct, custom measurements for your windows. We take the accuracy of our orders very seriously, and we have confidence in the specifications provided. In addition to our commitment to accuracy, I'd like to mention that the owner of our company has visited your location twice to address your concerns directly. We've also maintained communication with you through our customer service team, who reached out to you via email last month. These efforts reflect our dedication to resolving any issues you may have encountered. However, we understand that there may still be concerns, and we want to make sure you are completely satisfied with the end result. We have repeatedly offered to recap your windows at no additional cost to you in an effort to address any issues or concerns you may have. Our goal is to ensure that your windows meet your expectations in every way.
  Please let us know the best time for you, and we'll be more than happy to schedule the recapping service. Your satisfaction is our priority, and we are committed to resolving any discrepancies promptly.
  Thank you for your understanding, and we look forward to the opportunity to address any concerns you may have.
  Best regards,
  Aspen team 

• Initial Complaint

  Date:10/25/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I put a 400.00 down payment on the company to start my roofing job and they never started it

  

  Business Response

  Date: 10/30/2023

  Hello, Sir. According to our records, your credit card used on file was reimbursed on October 24th due to the fact that the job was out of the work scope described in the original agreement. We would very much appreciate it if you can cancel this dispute as it has been resolved and you have been fully refunded.  We do apologize for any inconvenience occurred, thank you. *****

   

   

• Initial Complaint

  Date:06/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  First of I spent $10,000 more by going with this company than any of the other two quotes. I should not have to incur more costs by paying for an engineer.  If they were sincere they would have paid for this themselves. In addition they are now saying ventilation was done properly yet they keep telling it is a ventilation problem. Finally I had to pay an additional $2000 than the contract because they said they didn't realize I needed another vent over the bathroom to prevent problems later due to ventilation. So for them to say the leaks are due to ventilation is in my opinion making this contract null and void.
  

  As a side note, they never came inside to see the leaks and a roof costing over $30,000 I should have been able to trust that paying $1800 to have my ceiling painted shouldn't have been a problem. 
  
  Regards,
  
  ***********************

  ion is the roofing company's responsibility. I am also concerned that this problem will continue and I will need a roof in 4 more years. I have struggled to contact the owner and have continually been avoided or never received call backs or when they do, are rude and degrading. This company needs to back up their warranty and not to be allowed to pressure and scare tactics on single women to purchase a service. They told me the mold was harming me and my children. So I signed that day and want this company to assure this problem is fixed and repair damages occurred due to their faulty product.

  

  Business Response

  Date: 06/23/2023

  Aspen was recently contacted regarding a roof installation that was reportedly leaking after four years. While it is possible that the issue could be related to storm damage or movement around certain areas such as pipes or chimneys, our thorough inspection revealed that the roof itself was not leaking and proper ventilation had been implemented.
  To address the customer's concerns and provide assurance, we recommended that she consult with a local engineer for a roof inspection. Should the engineer determine that the issue is indeed attributable to Aspens work, we have committed to covering all associated engineer costs and undertaking any necessary repairs.
  We have gone above and beyond to assist ***************** and demonstrate our commitment to customer satisfaction. We understand her frustrations and share her desire for a resolution. Our priority is to ensure that any issues are addressed promptly and effectively.

  

  Business Response

  Date: 07/27/2023

  As noted in our last response, the home owner will not incur any more costs and will not be financially responsible if our workmanship is to blame. Please see below, thank you.

  To address the customer's concerns and provide assurance, we recommended that she consult with a local engineer for a roof inspection. Should the engineer determine that the issue is indeed attributable to Aspens work, we have committed to covering ALL associated engineer costs and undertaking any necessary repairs.

• Initial Complaint

  Date:03/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  The door was already inspected. Aspen installed a broken door and needs to replace it. 
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  ts installed a faulty door and they are not willing to replace it. We are looking to resolve the issue or to get a refund.

  

  Business Response

  Date: 03/08/2023

  Hello, *****************! We are waiting to hear back from our manufacturer to see when a rep will be available to inspect your door.

  

  Business Response

  Date: 03/24/2023

  Our service tech has made an appointment with the homeowner for April 8th to assess the door and the insulation issues on the bottom of the door. 

• Initial Complaint

  Date:02/07/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 10th, 2023, one of your sales representatives presented me (*****************************) with a contract for window and door installation at my residence. This contract was incomplete and also had no rescission date filled in by your representative. On January 16th, a new contract was sent to my personal email account to complete due to missing information on the representatives part in the original contract. In the event of any contract changes, a new rescission date must be provided. The rescission date was again left incomplete by the representative. Upon speaking with a representative to cancel the contract on January 19, 2023 at 10:24 am, the representative (****) stated that it was too late to cancel. However, when speaking with the Finance Company (******************* LLC) on January 22, 2023 at 3:24 pm, they stated that I had had until Midnight on January 19, 2023 to cancel the contract for the installation of windows and doors. After speaking with ******** from ******************* LLC, she sent a letter to Aspen on behalf of myself and Service Finance. Aspen did not respond to this letter or the follow up phone calls that I had made regarding the contract cancellation. Due to lack of response, on January 27, 2023, ******* from Service Finance emailed Aspen again regarding cancellation of the contract and financing. With this being said, Aspen has violated the federal trade commissions door to door sales act by not providing and filling in Right of Rescission for with dates listed in the original or the most recent contract. This violates my consumer rights and also renders the contract that I, *****************************, hold with Aspen Home Improvements, Null and Void. Aspen has avoided contact from myself and the other involved businesses. My phone calls, emails, or deposit have not been returned.

  

  Business Response

  Date: 02/27/2023

  Hello! Our team has been in touch with you and we have agreed to move forward with this sale. Being your second purchase with us, we very much appreciate your loyalty! 

• Initial Complaint

  Date:10/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Regarding complaint ********, the company, Aspen Home Improvements came to our house just yesterday (11/9) and was unable to repair our siding.  The representative took the piece that came off our house and said he would see what he could do.  This is becoming a long-term problem that has not been resolved.  It appears that the company may have waited long enough for your system "time out" so I could not respond in a positive nor timely manner.olitely asked to leave a voice mail for him, which I did. In my voice mail I asked for someone to call to make an appointment to repair our siding, and now at the end of business on Tuesday 10/18 I have received no response. While this could have been a relatively minor event, it has become a very large one for us. Unfortunately we had planned on inquiring about replacing more windows in our house through Aspen but we are surprised at the company's lack of reaction to a small issue.

  

  Business Response

  Date: 10/25/2022

  Hello, sir! I do apologize for the miscommunication, but our team has been working on this issue and is aware of this issue. We are trying to move our siding installers calendar around so we can have them come back to your home. We have been a bit held up due to the rain we have been having, which is backing up our jobs- but we are working actively on this issue. You will be receiving a call shortly from our scheduling department to resolve this issue. Again, our sincerest apologies but we will make sure this is done right for you. If you have any questions, please feel free to call our customer service department. ************** - EXT 114. Thank you!