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CAT Exteriors complaints

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1290 North Hancock Street Suite 102
Anaheim, CA 92807 | Get Directions

(619) 944-3778

http://www.catexteriors.pro

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Total Amount in Dispute:
$9,200.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against CAT Exteriors closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against CAT Exteriors

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2/20/2022

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $9,200.00 Amount Settled: $0.00

Customer Complaint

1/26/2022

Consumer alleges the windows that were installed are not the windows he had requested. Consumer was offered the window replacement services after he applied for a sate funded program. He explained to your technician Eric J. that your company did not have the windows he wanted. Eric asked to see the type of windows he wanted and was assured that the windows would be installed to match those windows. This contract started back in October 2021 and the work has since been completed, however in the process consumer tried to stop your company three times but your employees continued installing the windows that he did not agree too. Consumer paid out of his pocket $9200 for windows he does not like and your company seem to not care about this situation. Your office staff has provided poor customer service, has given him attitude as if you did not care what his requests are. Also the crew members also broke some pieces of ceramic tile on his backsplash, when he brought that to your attention you offered $150 to go buy silicone and put it back himself, which is unacceptable. The alarm was disconnected and the wires were left loose and dangling and you refused to put it back how it was. At this point, consumer is seeking for the alarm to be connected back how it was and at least half of his monies back for getting windows he did not agree too. Resolution Sought Consumer is seeking for the alarm to be connected back how it was and at least half of his monies back for getting windows he did not agree too.

Company Response

2/8/2022

Company's letter states: Response to allegations made by consumer. 1. Windows installed not what had requested. This is an untrue statement. We had two people show him the type of window we would be installing and showed him a sample. 2. We have no idea what his allegation is pertaining to. 3. Consumer showed Eric the windows previously installed by a different company ad Eric assured him the installation we be the same. 4. There is no indication consumer tried to stop the installation by any phone calls, texts, emails or conversations with any employee. 5 To state we do not care about this situation is not a fair statement. We made multiple attempts to satisfy him after the job completed. We assured him we did install the correct windows and assured him we completed everything on the contract. 6. Consumer's request to change the windows out to something different would mean we did not perform the stated contract in the first place. 7. There are no broken tiles as stated. There was a dislodged tile and we offered him the option for us to fix it or he handle it himself. He said he would handle it himself. He understood it only need a little caulking or grout, but we did offer to fix it. 8. We did offer him 150.00 to handle the tile and the remaining portion to use towards his alarm company service call. 9. Consumer signed a document which states he is responsible for contacting his alarm company. We explained to him we leave the alarm wires exposed for the alarm company to either terminate or put in wireless sensors. This was explained to consumer during the project manger visit on 08/13/2021. Please see attached window sign off sheet, signed by consumer and our project manager. CAT Exteriors performed to the contract's specification. Including the brand and type of installation. Consumer did understand, he was responsible for getting in touch with his alarm company. We will honor the original offer o f$150.00 for him for fix his loose tile, or we can fix it for him. The remaining amount could be put towards his service call to the alarm company. We find these allegations untrue and misleading.

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