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:12/08/2024

  Type:Service or Repair 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.

  The business is a distributor and installer of windows. Well within the warranty period a number of windows have clouded over and the distributor recognizes the validity of the warranty claim. However the first time it occurred it took 2 years before the window was replaced. We now have another big window that they have agreed requires replacement. So far it has been 3 months with no specific date or even an estimate of replacement date.
  
  In addition, it takes many, many calls to the business to get a returned call.

  

  Business Response

  Date: 10/09/2024

  Thank you for your email. Presently Mr. ******* has two sealed units on order with us that are covered under our Manufacturer's glass warrantee. Production of these sealed units has taken longer than we anticipated or hoped for but we have been assured that these sealed units will be ready by the end of September/2024. Once we know when this glass is ready for installation we will contact Mr. ******* to set up an installation day & time.

• Initial Complaint

  Date:10/11/2022

  Type:Service or Repair 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.

  Summer 2018 Best Windows & Doors (BW&D) installed 17 ***** **** replacement windows in our home. Issues arising from this installation are: condensation inside & out, brick efflorescence, noise. BW&D reluctantly attempted limited repairs, which did not resolve the issues, leading us in June 2021, to hire *** ******* to assess the windows & complete repairs to the most serious of issues. Removal of bottom casings of 4 windows revealed complete absence of required shims below windows and voids in foam insulation. Completion of repairs resolved the issues for these windows at a cost of $1050. BW&D was asked to cover these costs; they refused indicating the repairs, especially shims, were unnecessary despite the manufacturer’s stated requirement. This repair indicated that the installation of all windows was deficient. Because the cost of third party repairs is prohibitive, we undertook the lengthy repairs ourselves (removing casings, removing foam insulation, installing shims, reinsulating, replacing casings).During repair of the 5’ X 10’ bow Livingroom window, water leakage was found & it was discovered that there were no screws securing this window to the house frame. Only exterior caulking is securing this large window, which is dangerous. This window does not fit properly, evidenced by ¾” gaps between casing & drywall & varying angles between adjacent panes and requires replacement for safety & to prevent future water leakage. September 30, 2022 BW&D acknowledged deficiencies & agreed to undertake repair work as outlined in attached email. Most of this we have already completed. With respect to the bow window, BW&D would attempt a patch remedy to secure it and recaulk to prevent further water leakage. A patch repair is unacceptable having paid for a properly fitted & installed window. BW&D has been informed of the resolution that we are seeking which is a partial refund of our total cost in the amount of $12,500.00 due to unacceptable workmanship requiring rectification.

  

  Business Response

  Date: 07/12/2022

  We installed 17 ***** **** PVC windows for the ********** in June/2018. In the four plus years since we installed their windows we have received several complaints from the ********** regarding issues  they were having with their  new windows. Prior to us undertaking any service we consulted with our manufacturer, ***** **** ******** and undertook  remedies they suggested. Most recently the ********** raised two issues. The first had to do with their bay window. They believed it was not sized & installed correctly. We again consulted with ***** **** ******* & had their service rep. visit their home to look at the bow window. From this visit their service rep.  did not believe the bow window needed to be replaced. The service rep. made a couple of service recommendations which we passed on to the **********.  The ********** declined our  service offer & put in an email that they do not want any employee from our company to step foot in their home again. They instead wanted another company to replace the bow window & have us pay for it.

  The second issue they have raised is they are of the belief that none of their windows were installed correctly. Our position is that there are many acceptable methods to installing PVC windows & we stand by our installations. 

   

  Thank You

  Ron ********