DaBella Exteriors review: Horrible communication, broken promises, no follow thru

Met with a DaBella sales team, John Michael and Avery on January 5, 2024. We explained what we wanted done, they took measurements and pictures, showed us their products, and we signed a purchase/project agreement. The project was for a remodel of our master bathroom. Per our discussions, the project agreement, and contract, "Project notes: Azzurra Bay, Oil rubbed bronze, Rain spa, White base, window kit surround bath tub, do not replace tub, leave existing tub. Semi infinity glass swing door, recessed caddy 10/18, rain glass. No corner shelves wanted, bring them anyways." We paid our down payment of $500 that night. The project was anticipated to start on 3/3 and be completed on 3/6, total of 3 days.

From January 5th to February 14th, we had email correspondence with DaBella that included a formal work contract and application for a loan through 1st Security Bank for $20,000. They also sent John back out to take additional measurements, and sent us a contract addendum to clear up questions regarding the work being performed. A contractor was also sent out to take measurements, go over the project work, and review the contract.

On February 13th, Liz from DaBella called and stated they wanted to schedule our demo and remodel for the next day, February 14th. We got it scheduled with a start time of 8AM. Come morning of, I began reaching out to DaBella when the contractor was a no-call/no-show at 8:20AM. When the contractor did arrive at 8:30AM, he informed us that the job was being delayed as DaBella did not have all the materials for the project.

I made several calls and sent several texts to customer service reps and our project manager at DaBella. Finally at 4PM, we were notified the materials were all accounted for and the project would resume the next day, February 15th.

The contractor arrived on-time and demo began. Once the bathroom was fully gutted the contractor had questions about the work. We went over it again only to realize he did not have the door nor the glass surround/enclosure. He stated he does not do this work. I reached out to DaBella and later was told they had my door but don't do the surround/enclosure, even though it is in contract. After several more calls, Andrew from DaBella reached out and told me that they would do the glass surround/enclosure "Free of Charge" since they don't normally do it. I pointed out it was in the contract to which he said, that is why they are doing it "Free of charge".

The work on my shower continued from February 15-20th. Once the installers completed the shower walls and the wraps, they left. I left a voicemail for Andrew at DaBella on February 22nd advising the contractors finished the walls and wraps and we were ready for the glass install. I did not receive a reply. I called again February 26th and spoke with Andrew who stated that he would be sending me a contract addendum for the new price of the project, and once they receive it back, they would be issuing me a refund of $2400 for the door. I requested an itemized cost breakdown of the project. He asked that I send him pictures of the current state of the bathroom and stated once he had those he would send me the addendum and breakdown, then expedite the refund check. I also received a call from Priscilla with DaBella. We went over the contract, and again I requested an itemized cost breakdown of the project. I told her I wanted to make sure we were being fully refunded for the items we were charged for but we're receiving. I informed her that I had been keeping track of all communications with DaBella and she asked me for the information. She said she would look into it all and get back to me either that night or the next day (Tuesday, February 28th). Here we are now Thursday, February 29th, and no reply, no itemized list, no addendum, nothing.

This project was contracted to be completed in 3 days, it has now been 14 and I still do not have a useable shower, but I owe on the loan, have already made the down payment, and taken several days from work to be available. I will NOT be recommending DaBella to anyone. I have already filed a complaint with the BBB. I will be nice and give them until the contracted last date of March 6th (allowing 20 days instead of the contracted 3). If I don't have a useable shower by then, I will be filing complaints with the AZ Attorney General for consumer fraud (DaBella has been paid by 1st Security Bank), the AZ Registrar of Contractors, and every news station that will accept the information.