DeBell Home Improvement Center

They did a good job. My windows were installed in just an afternoon. I found them online and went to the showroom. The sales people were informed and helped me understand a lot. It was a cool demo and we bought 8 windows for our house in Fernley. I will use them to finish my windows on my house and I will probably do the siding in a few years with them too.

I submitted an online request for an in home estimate from Debell Home Improvement Center. I received a call from Debell and scheduled the estimate for the following Friday. I received a call from the owner, [redacted] on Friday saying his guy called in sick and asked to move the appointment to Sunday afternoon at 4pm. On Sunday, I received a call from [redacted] saying he wasn't doing anything and asked if he could come early. [redacted] arrived at the house and took measurements of all the windows. He quoted $7,300 for the full job but stated he would write up the estimate and send it to me. I provided both my mailing address and e-mail address. After not receiving the estimate for a week, I contacted the main office and they said he wasn't available so I left a message asking about the estimate. I followed up my call with an e-mail requesting the estimate. There was no response. I called again a day or so later to again inquire about the estimate. [redacted] was again, not available. I later received an e-mail that simply stated they would do the job for $7,300 and is nowhere near what anyone would accept as an estimate. The insurance company asked for further clarification and so I contacted him to get it. His response to me was "your insurance adjuster needed to get off his as." I responded and told him that was very poor customer service. His response to the comment was an accusation that I had lied and told him this was not an insurance claim. I don't recall ever discussing insurance with him at all until we met at my house. It is entirely possible that I misheard something he said on the phone, however, a simple misunderstanding is never cause for treating a customer like that. I cannot believe this guy considers himself a "professional."Desired SettlementStore credit in the amount of $1000 as compensation for the poor customer service, unnecessary delays, and complete lack of professionalism. Business Response 21 years ago, DeBell home Improvement Center made a decision to never give insurance estimates to residential homeowners. I talked to this man on the phone, he lives in [redacted] I asked him if this was a project he was ready to move forward with if we could fit it into his budget. He said yes. I drove all the way up there on Sunday afternoon. AS soon as I walked in the house, he told me he needed 3 quotes for wind damage on his windows. I measured the windows and left him a price. I did not charge him for the estimate. He continued to call my office after that, so we emailed him the estimate. After we did that, he called wanting still more. At that point, I told him we are not the company for him to do business with because we do not deal with insurance claims or adjusters.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)21 years ago, [redacted] made a terrible decision to go into a business that might require face to face communication with people. 21 years later I requested a quote for work to be done on my home. I don't recall ever discussing insurance at all prior to his arrival at my house. Regardless of whether it is an insurance claim or not, it is always in the consumers best interest to seek out quotes from more than one company. I uploaded the conversation between myself and [redacted] on e-mail with the initial complaint. It is clearly different than [redacted] portrays. [redacted] missed the first two appointments he scheduled to do the estimate and finally showed up for the third. I simply asked him to break down the costs. [redacted] said he would e-mail it to me and failed to do so. I contacted him multiple times before he provided a simple "DEBELL WINDOWS would agree to order an install 7 vertical hung an 1 3-lite sl. Xox window 8 windows w/low e coating and argon gas in the air space for a total cost of 7300.00 regards [redacted] president." In closing, I don't care about the money. I cant imagine myself ever using such a crappy company to work on my home at all. I imagine I can have them install a door on the dog house or something that isn't too difficult and where I'm not overly worried about quality. I do want everyone to know how terrible this company really is so others don't fall victim to their predatory practices. Final Business Response My name is [redacted], and I'm the president of DeBell Window Systems Inc. December 11, 2015 will be 26 years we have been in business, and have installed over 30,000 windows. I made a decision 21 years ago not to do any more insurance claims. When you start your own company, you can make your own rules.Regards,[redacted]PresidentDeBell window Systems Inc.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The fact [redacted] chose to not do any more insurance claims 21 years ago, doesn't have to result in poor service. If he wasn't planning on doing the job, he should have simply told me. He didn't have to lie, and act with complete disregard for a customer. I had significant delays and he wasted a lot of my time trying to contact him. Reading some of the other complaints on the internet about this company, I am sure this is not the first time. His customer service is terrible and he should be ashamed of himself. I just hope to warn people. By the way, [redacted] was trying to sell those windows all the way out the door telling me about how the competition had lower prices but couldn't match his quality. That was after he found out it was an insurance claim. He couldn't bare to leave without a signed contract. I wouldn't trust this guy farther than I can thrown him.

Door will not close or lockCalled 4 times no return callDesired SettlementInformation pertaining to warranty and repairBusiness Response This gentleman called our office twice on Monday 1/4/15 and once the following day. We saved his voice messages. DeBell returns all of its calls within 72 hours, but obviously it wasn't quick enough for this gentleman. When we returned the call, we spoke with his wife. They had a lock adjustment on an entry door that DeBell installed almost ten years ago. When we told her that we charge $100.00 an hour for our service, she said that she would not pay it. Our contractor's license requires that we guarantee our workmanship for four years after the installation date. After that we charge an hourly service fee like every other company.