ComplaintsforBTNH Advisors LLC

• Initial Complaint

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of the transaction = Aug 20, 2024. Amount of money paid the business = $1,350.00 in the form of a check #*** (as initial Deposit for $10,000 Agreement to install 45 ft of rain gutter - averaging $222 per ft(!))Nature of the Dispute = RETURN of the Check or ACKNOWLEDGMENT it will not be cashed, or that it will be DESTROYED.The Business has not responded since Notice of Cancellation of the Agreement was received within the 3-day Notice time as allowed by Statute in the State of ******* that allows for cancellation and return of any monies received in relation to cancelled agreements/contracts. (Agreement/Contract was too big to upload to BBB website, but relevant Sections are cited in the UPLOADED email-chain).

  

  Business response

  08/23/2024

  Good morning ******,

  I am sorry that you had the need to file a complaint with the BBB.
  As you can see, the check was not deposited. You have spoke with us to cancel the contract and we have cancelled it and did not proceed with it.
  We have mailed you back a confirmation of cancellation letter yesterday, so you should expect to receive it in the mail soon. 

  Best regards, 

  Customer response

  08/23/2024

  Original Agreement/Contract attached (> 5Mb)

  Customer response

  08/23/2024

   
  Complaint: 22183847
  
  I am rejecting this response because: I need a DIRECT EMAIL RESPONSE from BTNHA [Email: ********************* } RESPONDING to my ORIGINAL ******************** from my Email  ****************** with cc-Email to ************************************ [Designated BBB Contact in **********] as well as cc to ****************** (Attorney) to AVOID AND WITHDRAW any potential litigation.
  
  Sincerely,
  
  ********************************** *******

  Customer response

  08/23/2024

  Follow-up to REJECTING BTNHA's initial Response: Also, Business BTNHA's response addresses "******," who did NOT sign the Agreement Contract, and although "******'s" name was written on the front of the Agreement, he did not sign, and therefore the acknowledgment must come in the form of an email RESPONDING to the Original email showing BOTH persons to avoid confusion.

  

  Business response

  08/23/2024

  As I mentioned in my response earlier, the letter to confirm the cancellation of the contract was mail out yesterday.
  I will also respond to your email right now per your request.

  We kindly ask you to remove the complaint with BBB, if you find the confirmation of cancellation email to your liking.

  We appreciate your time and business,
  Thank you

  Customer response

  08/23/2024

  AWAITING REPLY EMAIL from BTNHA acknowledging Check will not be deposited, along with Cancellation of Contract, and NAME OF Registered Agent of BTNH Advisors LLC

  

  Business response

  08/23/2024

  Hi *** and ******,

  a new email was sent. Please let me know if it matches your request.

  Thank you, 

  Customer response

  08/23/2024

  ATTACHED email ACKNOWLEDGMENT that the check will NOT be deposited either now or in the future,and related CANCELLATION of Agreement stating "contract is void"

  Customer response

  08/23/2024

   
  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 - as the contents of the email reply dated Friday, August 23, 2024 at 01:17 PM EDT [PDF ATTACHED labeled "Yahoo Mail - BNTHA Cancellation ..."] clarify the attachment to the email to [PDF ATTACHED labeled "****** cancellation"] to address and include correct names of parties and more-precise nature of resolution.
  
  Sincerely,
  
  ********************************** *******

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Roof was installed in October of 2023. In May of 2024 I noticed that one piece of fascia was a different color than the rest on the front of the east-facing part of the roof. Wanting to make sure the roof was secure, I texted BTNH *************) and asked it be evaluated to make sure my roof was secure before storm season began. I texted pictures of the area of concern. A representative and decide there were no issues; the fascia that was a different color was pressure-treated wood and intact, and if I wanted it white it would be up to me to paint it. On May 24th I then received an invoice for $300, stating that was for inspection only, and had any issues been found relating to labor there would have been no charge, "including removing the charge for the inspection." I have spoken with a legal representative, who stated that I should have been informed of the possible $300 charge on the phone call before the representative was sent out. My concern is what seems an exorbitant fee when no work was actually done. Thank you.

  

  Business response

  06/19/2024

  Hi *****,

  On May 22nd you reached out to us to inform us that a part of the fascia fell off. We asked for photos but in the photos we didn't see any part that came off.
  We asked for photos but you didn't have one that is showing the part that came off. As you mentioned in the complaint as well - had there had been an issue with the roof it is covered under our warranty and no charge would have been made.
  Since no issue was found and an inspection was conducted for the roof  (we also sent you photos from the roofer, as you requested), the roofer needs to get paid - and as you know, we didn't ask to get it ourselves (BTNH Advisors LLC) but the payment is going straight to the roofer.

  I am sorry if you were not informed of the potential fee in advance, but the service call was not covered under our warranty.

  Please don't hesitate to contact me again if you have any further questions.
  Thank you,

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Soffit and facia cover improperly removed and reinstalled improperly in a non workmanship manner, work quality unacceptable and un professional, incorrect plywood used to replace damaged plywood. work site not cleaned properly i e nails, shingle scraps, plywood scraps remain in yard, i have never received a final bill of sale, copy of the receipt stating roof materials, and plywood used and i asked ***** ido several times for terrible attitude from the sub contactor used for the roof job, unprofessional in every way never use this company, they dont know what they are doing

  

  Business response

  12/01/2023

  Hi *****,
  First of all I would like to apologize of any issue that accord.

  The soffit is not part of the contract. It is not part of the roofing system and we do not install / fix soffit.
  If there are any issues with the fascia, please send the office photos so we can address that and fix it if needed.
  If there are still ************ also provide us with photos and I will send someone out there to take care of it.

  In regards to the plywood - you met with the roofer and he offered you to open the roof and show you the plywood, but you did not want to go this way.
  The roof passed the final inspection and there are no issues with it. Also, the permit should be at your property and on the permit there is the information of the materials used.

  In regards to the bill, there are issues with ******* Financial, ********************, as they can not fund the job at the moment.
  We have not been paid.

• Initial Complaint

  10/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am writing to lodge a complaint against BTNH Windows regarding the installation of ************** at my house. This project has been an ongoing source of frustration due to multiple issues that are yet to be addressed by the company, despite numerous attempts to reach out.1. Poor Installation: Upon installation, they discovered that one of the windows was incorrectly measured, leading the installer to cut the wall to fit the window - a clear oversight on their part and caused unnecessary inconvenience and potential structural damage to my property.2. Broken Window Sill: During the installation, the installer broke one of the window *****. They purchased a replacement sill from ********** without informing me, and it did not match the appearance of the other window *****. This is unacceptable and does not reflect the quality I expected from BTNH Windows. There will be additional cost for me now to adjust the other ***** to match and paint!3. Incomplete *********** Installation: The most egregious issue pertains to the installation of a door with a specific design. The door was initially installed in December, but the chosen design did not fit right. I was informed that the correct design would take 6 weeks to arrive. However, it was not installed until June 26, with noticeable gaps between the design and the door. I was assured that an installer would return to caulk these gaps once the design had dried. Regrettably, as of Oct 1 , no one from BTNH Windows has rectified this issue, leaving my door looking unfinished and aesthetically unappealing. I had to get another company to remediate 4. ************* of Communication: Despite numerous attempts to communicate with BTNH Windows reps in July, the situation remains unresolved. I keep being told that they are searching for an installer to address the gaps, months have passed and I had to address this myself. After quickly accepting my $27K payment they lost any sense of urgency to address issues.

  

  Business response

  10/09/2023

  Hi *******,

  The production team did advise you that there's not much we can do about the design as it is an add on to the door.
  If you want, we can send someone for the caulking but it would not make it look right.

  In regards to the other photos you sent, this is the first time you are informing us of other issues but we do not see anything wrong with the windows.
  If it's in regards to paint - we do not paint, it's on our contract. If it's something else please let me know so we can address it accordinly.

  Thank you,

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been trying to get my gutter fixed I've called many of times I'm just getting the run around it was done Aug 9th I spent all of this money for a roof an can't come out to fix it I was told there suppose to come out today so far nothing I will not be doing business with this company never again once its done your done only money trying to get gutter put back on right

  

  Business response

  10/09/2023

  Hi *****,

  As we explained before - we are not a gutters company.
  We are a roofing company and if gutters are needed to be removed in order to replace the roof, we are removing them & reinstalling them.
  But we are not responsible for the shape of the gutters as they are not new and there's not much we can do.

  We sent our crew back to fix whatever they can, but we do not fix gutters.

  I can offer a $500 gift card for the inconvenience, if you are interested please let me know.
  *****

  Customer response

  10/12/2023

  It's okay other issure but I'll take care of it myself will never use them again terrible customer service thank u **********************

  Customer response

  10/13/2023

   
  Complaint: 20638596
  
  I am rejecting this response because:.

  It's okay other issure but I'll take care of it myself will never use them again terrible customer service thank u bb
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have contacted ******************,advisor for BTNH informed him after removing window stickers from window. One of top windows in living room was cracked, also send him photos, at this time no correspondence from him. Before seeing cracked window. I sent ******************* a check for$32,726. Asked that he send notrarized Final Payment Affidavit. have no phone contact or correspondence to this matter.

  

  Business response

  07/25/2023

  Hi *********,

  We were informed of ***************** only on Wednsday last week, 7/19. 

  We are currently waiting for the manufacturer to let us know what they need in order to get the correct measurements for the glass.

   

  Please be advised that this is not a stress crack and it is not covered by warranty, but we are getting it replaced out of courtesy.

   

  We are working on it and production should reach out to you once we confirm what we need, in order to get the glass measurements.
  Please don't hesitate to contact me if needed.

  Best regards,

  Customer response

  07/27/2023

  The crack was reported June 27, 2023 to ******************* whom I have contacted for past 3 months. After no response I was given new contact person, Azaliah. These are New windows. Just installed. How is it a courtesy to have window replaced  when there workers broke the window. Furthermore more I asked for a Final Payment Affidavit, ******************** send me something totally different on BTNH letter head.   Affidavit need to be notarized in ****************. 

  Customer response

  07/28/2023

   
  Complaint: 20371878
  
  I am rejecting this response because:

  The crack was reported June 27, 2023 to ******************* whom I have contacted for past 3 months. After no response I was given new contact person, Azaliah. These are New windows. Just installed. How is it a courtesy to have window replaced  when there workers broke the window. Furthermore more I asked for a Final Payment Affidavit, ******************** send me something totally different on BTNH letter head.   Affidavit need to be notarized in ****************.
  
  
  Sincerely,
  
  ***********************************

  

  Business response

  08/02/2023

  Dear *********,

  I am sorry I didn't see your response until now.

  The form you requested was sent to you, please confirm you have received it.

  In regards to the glass replacement, we were not informed it was done by the workers and it is not a stress crack. I'm sorry for the misunderstanding.

  The new glass was ordered and as soon as we receive it we will reach out to schedule the service.

   

  Best Regards

  

  Business response

  08/02/2023

  
  

  In regards to the glass replacement, we were not informed it was done by the workers and it is not a stress crack. I'm sorry for the misunderstanding.

  The new glass was ordered and as soon as we receive it we will reach out to schedule the service.

   

  Best Regards

• Initial Complaint

  06/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  3/16/2023 No monies paid yet, thought I was to pay $40 a month under the program Installed hurricane windows and doors I am nearly73 and on SSI and applied for ******* ************ Program, but I am being charged $25,000 on a personal loan. There is no way I would have knowingly apply for a loan There are also problems with the installation. The frame around the front door is too small and there are gaps between the siding and frame. The frame around the windows do not meet in the corners leaving opening and the siding has been damaged.No

  

  Business response

  06/12/2023

  Dear ******, I am sorry to hear that you're having issues with the installation.
  I will forward your concerns to the production team and will make sure we are getting it solved for you as soon as possible.
  I will personally follow up with them until all the issues are resolved.
  
  In regards to the finance - you signed a contract for windows & doors, the total contract amount was for $25,000.
  The finance was offered to you and explained to you before signing the contract. If you have any questions in regards to it, I would be happy to have your rep reaching out and go over the details with you.

   

  We will be in touch soon.
  Best regards

• Initial Complaint

  06/21/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I'm contacting you for my mother, retired from ******************** and stepfather, he is x-military, both are 80 years old. Through a government loan they were to have a new shingle roof (contract states shingle roof) put on their home. The crew showed up and ripped off a aluminum pan roof and replaced it with a peal & stick roof. The person that sold them the shingle roof (*******************) told my parents they could not do the shingle roof because of one thing or another. They were not allowed to back out of the contract (this is a bate and switch) and the job that was done on this roof is bad there is two roof vents missing no insulation no plywood, and these people now want to do more work on my parents home. I do not know what to do this is a scam this is fraud and someone is using a federal program that is supposed to help people. Please contact me if you can help, thank you for your time.

  

  Business response

  06/22/2022

  Hi ****,
  Thank you for reaching out to us with your concerns.

  Your mother signed the contract with us to replace the roof and 2 windows in her property.
  The contract does state shingle roof, and that's because *****, the rep who met your mother thought we can do a shingle roof for the house. 
  When pulling the roof report we found out that the roof's pitch is too low, and we can not do shingle roof because it is not up to code. We though we can do peel & stick, which is shingle premium product, but due to the metal decking we can not put nails, so we had to do flat roof.
  This roof considers more expensive than shingle roof, but we are not charging extra for it. In regards to the insulation, you can't do insulation in a flat roof. This was explained by the superintendent to your mother and step father, and I personally called on May 31st to confirm with them that they are ok with not putting insulation.

  In regards to the more work that we want to do - we want to install the 2 windows that were ordered.
  I'm sorry if you feel like some one was mislead, but we came to do our work in the best way we can.

  In regards to the program - we are offering our clients financing so they don't have to put any money upfront, and they are not paying us in anyway. With the financing that was offered to your mother, all the payments go straight to the county. If you have any questions about the finance, you can call *************** at ************** and they will be happy to assist.

  I hope I was able to refer to all the concerns / issues you had.
  I will have my production manager, ********, reaching out to you as well.
  Feel free to give us a call at **************

  Customer response

  07/02/2022

   
  Complaint: 17453453
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer response

  07/11/2022

  The homeowners ***** and ***************** were never notified of the roof/material change per the contract. BTNH and R C Roofing removed an aluminum pan roof with 21 sheets of 4x12 by 2 inch thick foam insulation and replaced with Flintlastic SA ply-base, and SA Cap on top of a 50 plus year old galvanized metal roof. This is totally different roof than roof that was contracted for and both parties agreed on. A plywood insulated shingle roof. At no time were the homeowners contacted of any changes to the shingle roof contract/agreement. The homeowners were told this is a more expensive/ better roof, it is not. They were told they all ready had insulation (50 plus years old) and therefore it was not needed, this is false. The shingle roof was supposed to bring down the electric bill, the electric bill will only go up with a peal & stick roof installed by R&C No. CCC ******* and BTNH. This is a breach of contract. 

  

  Business response

  07/13/2022

  Dear ****,

  I'm really sorry we couldn't get to an understanding yet. ******* from RC Roofing tried to contact you in order to see what we can do in regards to the vents and anything else you might be concerned about, but got no answer.
  Please give her a call at **********************.
  We will do whatever it takes to make sure you understand we did our best in our practice, while complying with the building code and protecting our license.

  I also asked ******** to reach out to you to see what we can do in order to schedule the windows installation. Please reach out to her so we can solve all the issues and provide you with an install date.

  Thank you
  *****

  Customer response

  07/19/2022

   
  Complaint: 17453453
  
  I am rejecting this response because: We still have not solved why we have a roof we do not want and did not contract for. The home owners were never notified of the material/design change before the pick&seal roof was put on.  
  
  Sincerely,
  
  *********************

  

  Business response

  07/21/2022

  Hi ****,

  I understand from ******** that the ventilation was resolved.
  As mentioned before, I'm really sorry for any inconvenience caused to you or you mother. We are doing out best to solve it.
  I don't know if you spoke with ******* from *************** in regards to the type of roof that was done and if you came to an understanding about it. As mentioned, this is the only roof we could have done that is up to code and that will keep the house safe.
  Please speak with ******** in regards to our compensate for the misunderstanding. 

  I would like to be able to set the windows installation so we can close this project, please let me know if there's anything else we can do in order to proceed.

  Best Regards
  *****

  Customer response

  07/27/2022

   
  Complaint: 17453453
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Everyone I have spoken to at BTNH & R-C Roofing is telling me the same thing, It's a **** pitch roof and this is the only roof that R-C could install. I understand all that. The problem is BTNH never notified the homeowners of any changes to the agreed and contracted for, an Insulated, plywood and shingle roof. R-C installed the least valued roof possible. It is the cheapest in material, design and labor coast. All of this was done without a building permit according to the *******************************. The homeowners were never given a choice as to the roof on their home. This is the problem, the pitch is not the problem.

  

  Business response

  08/09/2022

  Hi ****,

  as explained to you before by ******* and ********, we did the roof based on the approved codes.
  Permit was not pulled because Brevard County does not issue permits for mobile homes. 

  The roof done on the house is called flat roof and it is in no way less of a quality than shingle roof. The situation was brought to your parents prior to install.
  The shingle roof can not be installed on the subject property because doing shingle roof on the type of pitch and roof your parents property will cause to leaks and damage to the property. 
  We would never install a roof that does not meet the ******* building codes and that might cause damage to our customers property. 

  As mentioned to you before, we do need to close this project, so please correspond with ********, the production manager, to schedule this installation so we can close this out.
  We are willing to work with your parents on a discount but we need you all to communicate with us.

  Please give ******** a call at your earliest convenience in order to solve this matter.

  Customer response

  08/15/2022

   
  Complaint: 17453453
  
  I am rejecting this response because: The homeowners were nerve given a choice as to the design and material changes to the roof. ******** stated to me on the phone that there was nothing in the record that indicates the homeowners were ever notified. The A/C is now running 9 to 12 hours every day because of a lack of insulation, the electric bill is up approximately 30%. 
  
  Sincerely,
  
  *********************

  

  Business response

  08/16/2022

  Hi *********

  I'm really sorry that we couldn't get to an understanding that we  did the roof with the best practice and to make sure it is up to code.
  As mentioned, I have a phone call with *******************, confirming they don't want us to put back the insulation. Since ***** confirmed that, we gave a green light to the crew to close the roof.
  In regards to the roof type, as mentioned before, shingle roof can not be put on the type of roof the property has, if we would have use shingles instead of flat roof, the property would have been damage from leaks. The flat roof is the only roof you can put in the property that it will be up to code.
  This was explained to you and to Mr ***** ************ multiple times. We would never do any work that might risk our license or cause damage to our customer's property.

  We tried to work it out with you to give you a discount for the inconvenience, but since you are not willing to accept any of our offers we will have to pass this file to our legal department. 

  If anything changes, we would love to work it out out side of court. Please reach out to us.

  Best Regards

  Customer response

  08/24/2022

   
  Complaint: 17453453
  
  I am rejecting this response because, (what time and date was the call made to Miles, your answer makes no sense) Again no choice was given to the homeowners as to what kind of roof is on their home. You did a classic bait and switch tactic; this is fraud it is a scam the contract was not honored by BTNH. We will not be signing a Certificate of Completions, You will not be allowed back on the property to install windows, because we will not allow you to comit fraud again. I'll make this real simple for you. I have estimated the material cost at around $35-3700.00, and that is all i will give you. If not send it to your legal department, your going to need it.  
  
  Sincerely,
  
  *********************

*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. ↩