Complaints

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:25/09/2023

  Type:Billing 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 purchased windows from *******, owenr and operator of Copper Cove and paid in full on April 5, 2021. One of the kitchen windows shattered before June of 2022 and had to be replaced by another company as ******* from Copper Cove was too busy to come to look after this. Again, before March 6, 2022 *************** window shattered with the same regard from ******* as before, so I hired another company. The front window has been installed 3 times due to a broken seal, with the same response from ******* of not having time to deal with this and the installation was not covered under warranty, however the window was. He was prepared to have another window delivered from his window company, however with the continued broken seals and issues that I have from the 2 front window and other kitchen windows, I have chosen to deal with the company that has looked after his faulty products and service. I did not want to have to deal with another installation bill from another broken seal. At this time I have paid out an additional $1989.12 with this home improvement that I started with Copper Cove.

  Business Response

  Date: 11/10/2023

  I have been in business in the window & door industry for over 30 years, please note that you will not find any complaints filed previously which I would think should speak volumes in itself. We endeavor to have satisfied customers, and indeed have thousands of them.

  ********************* did contact me about a broken window- long after we installed replacement glass in her kitchen window. I informed ***** at that time that the industry standard is that broken glass (especially several months after) is not warrantied- this is something that can easily be verified by contacting other businesses in the same industry- much like buying a new car and bringing it back months later with a broken windshield and asking for a free replacement. I explained that there are several things that can break glass- quite often happening without the knowledge of the homeowner ie rocks from lawn mowers etc. At this point ***** became verbally abusive on the phone, emails, voicemails etc. ***** hired another company to replace her window- which I was happy about. We were not obligated to replace *****'s window as it did not comply with industry warrantable standards

   

  On two other occasions after this, ***** contacted me about a seal failure in a glass sealed unit that we had installed some time ago. We do not manufacture the glass sealed units- they are purchased from sealed unit manufacturers and we perform the installation. I informed ***** that the warranty parameters are that seal failures are warrantied for 5 years from date of purchase, and cover materials only, not the labour- which is consistent with all other businesses in the industry, this policy is upfront and transparent from the beginning. I informed ***** that I would initiate the warranty process with the manufacturer (in this case ***************** in ***** **) and they would send the replacement. I then said to ***** that being that the warranty did not cover the labour, it may be best to hire a ******* that is in her local area to perform the replacement- as we are not based in her local area , we would have to cover travel time  in our installation.

  We have adhered , abided by and honored the applicable warranty for this customer, which as previously noted is consistent with industry standard. The reaction by this customer to the fact that broken ******************** is not warrantable, and that the seal failure replacement warranty covers materials- not labour- ended up being very negative and abusive.

  Please feel free to contact me on my personal mobile phone for further explanation if needed- ************

  -I did find an email from BBB in my junk mail inbox that was dated previous to this, I would have responded sooner had I known it was there

  Sincerely

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

  Copper Cover Glass & Aluminum Ltd

  Customer Answer

  Date: 16/10/2023

  
  Complaint: ********

  I do not accept his comments.  I was not informed at the time of the initial contact of the "industry standards" for the warranty.  Why did he take the job if it was not based in his area?  I did not ******** ***** him over the phone.  The customer service from this company does not look after the customers that they have provided service. Why would a front window seal continue to ******************** from a lawn mower would not break a seal.  The kitchen windows happened when I was sitting here at the kitchen table having breakfast and when I was away at work.

  I am requesting for an adjustment to the  unexpected additional billing I have had to pay to another company due to *******'s inadequate window materials and suggestion to have this other company install the replacement broken windows that is closer to my area. 

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

  Business Response

  Date: 16/10/2023

  I understand that the consumer may not be happy with the warranty conditions, this however does not change the conditions.

  Copper Cove Glass is not the manufacturer for the glass that ********************* received, Copper Cove Glass performed the installation only. The warranty is carried by *****************- the manufacturer. I have been in touch with the manager at ***************** , they provided information that ********************* contacted them regarding warranty conditions, and that they confirmed directly with ********************* that their warranty covers replacement materials only (not labour) for the replacement of failed sealed units, and that there is no warranty on broken glass (confirming what I communicated with *****)

  *****************, or Copper Cove Glass & Aluminum *** are under no legal obligation to exceed the conditions outlined in the provided warranty document

  -March 12 2021 ********************* contacted us to communicate that she wanted to proceed with the quotation to replace glass in her home

  -March 31 2021 We replaced glass in ********************* home with glass sealed units manufactured by *****************

  -April 2 2021 We presented ********************* with our invoice as well as the warranty information from *****************

  -July 28 2021 ********************* contacted us about a vinyl glass stop that seemed to be loose

  -July 30 2021 We attended ********************* residence to tighten vinyl glass stop

  -April 2022 ***** contacted us about a broken window (Almost 1 year after installation) I advised that as per warranty, broken glass is not covered (and that this is the industry standard ) ***** expressed her dissatisfaction and said that she was going to have her broken window replaced by a local company.

  -August 26 2022 ********************* contacted us stating that there was moisture appearing in between glass panes on her living room window. We facilitated a warranty claim for replacement glass from *****************

  -November 3 2022 ***************** delivered the replacement glass to ********************* local glass installer that she chose to deal with for installation

  -June 16, 2023 ********************* contacted us stating that there was moisture appearing in between glass panes on her living room window. We facilitated a warranty claim for replacement glass from *****************

  -August 1 2023 ***************** delivered the replacement glass to ********************* local glass installer that she chose to deal with for installation

  We have promptly addressed every warrantable issue within warranty parameters and conditions, our legal obligations ( we have had advice of counsel) have been met.

  We will continue to facilitate warranty requests with ***************** if any more seal failures happen, aside from that the warranty still stands that under no conditions is broken glass warrantable, and glass sealed unit failures are covered for material replacment only, this does not include labour- as per warranty package provided at point of sale

   

   

  Customer Answer

  Date: 22/10/2023

  
  Complaint: ********
  
  I am rejecting this response because: I have had the front window replaced 3 times, a new one which the seal broke had to be replaced, then another in November 2022 and when the next seal broke you offered a warranty glass replacement, however with the service and quality I had been receiving from Copper Cover I did not want to continue doing a replacement window with Copper Cove every year.  This has cost me an additional $1988.  I am asking for a reduction in this cost.  I am going to the salesman of the product I purchased, as a customer would go to a hardware store for a product that they sell, for a refund - a reduction to the additional cost.
  
  
  *********************