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:04/01/2024

  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.

  Jocri Windows and doors installed 11 windows on February 28 on our house thru government greener homes grant. After installation we've noticed the condensation on the pvc frame and dripping crank mechanism of 6 windows while other windows without crank doesn't condensate on the pvc frame. This was reported to Jocri and their inspector did the measurements at that dat it is -15 degrees and humidity is about 40%. Condensations acceptable on glass which is the coldest part of the window. Few months later I did not get any action from Jocri. I followed up few times and they came on Oct 8 to re inspect one window but blaming our humidity. I did visual inspection again on the windows with cranks and observed a gap between the frame and the crank window allowing cold air penetrate causing condensation to inside pvc and dripping water to crank mechanism. This cause molds in our 6 windows which is a health hazard to our entire family. One more thing that I didn't like is that the owner insist that windows are good without carefully inspecting if their windows are properly sealed. I hope that you would help us resolve the issue on our windows and manufacturer would take action to satisfy their customer.

  

  Business Response

  Date: 10/01/2024

  ** ****

  We read the complaint our client sent to you and carefully analyzed it. Based on our records, the first time our client asked us to check his windows because of moisture content and condensation problem that builds up for all the windows. We immediately sent our guy and checked all the windows right away and based on the analysis, the moisture and condensation inside the house is from the high humidity and condensation that produces moisture.

  Afterwards, I myself inspected all the windows again one more time as the client is asking. Again, based on my inspection, there's was no problem with all the windows, they are all brand new, energy efficient and energy star rated.

  I advised the customer that his concern about condensation and moisture is not from the windows, it only appeared from the windows but actually its from the high humidity of the house and i advised him to consult heating and ventilation company to fix his humidity problem. Also, I advised him to put de-humidifier to collect the moisture and warm his house a bit and adjust thermostat  temperature a bit higher to eliminate moisture and condensation.

  Thank you.

  David

  Customer Answer

  Date: 11/01/2024

   

  Complaint: ********
  
  I am rejecting this response ******* *** ******** ** *** ******* *** *****. They said this is due to high humidity inside my house? Can they tell me the humid level to declare it is due too high humidity issue? I would like BBB to get the humid level pictures they have taken to show the humidity level from their device to know who is telling the truth. The humid level at that time was only around 40 percent. The first inspector who came  did humidity measurements only and took picture inside the house and there was no visual inspection on the seals and no inspection outside the house and I was advised. 
  They also mentioned that they have inspected "ALL" windows on the second inspection, this is not true. I kept email conversation with them begging them to inspect the window so I could show window gap that could be causing insufficient seal on the windows with crank opening but it seems that they have insisted that right away without proper inspection that this is owner problem. If it is a humid issue all windows should have the condensation problem. ****** **** *** * **** ** *** **** ****** ** *** ***** ************** * **** **** ******** ********** ********* One picture shows from outside showing inserted a stick to show the gap I was telling which they did not inspect. The manufacturer need to do a thorough inspection and find out the exact issue and not blaming right away to customer. There's also a certain amount of PVC welding on the corners of the windows for the moving part and the non moving part so when the window will close the seals may not be providing a good seal anymore. These are expensive windows that we loaned we need proper action from the company. 
  Thank you so much for your help and let me know if you need more information,
  Sincerely,
  
  **** ********* **********
  
  Joey *********

  

  Business Response

  Date: 15/01/2024

  **  ** ********

  We reiterated that the customer concerned have nothing to do with the windows. Draft, condensation and moisture that appeared everywhere is not from the, its the high humidity level from the house. This is very common to our customers when we replace windows and doors because the house became totally sealed and humidity inside the house became higher. **** ** *** ******** ********** ***** **** ******* 

  They put de-humidifier, adjust thermostat a bit higher and consult the technical advise of the heating and ventilation company on how to fix the humidity problem of the house. 

  Thank you.

  JOCRI

• Initial Complaint

  Date:24/11/2022

  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.

  JOCRI installed a front door and storm door at my home and I had him come back to my home quite a few times the trim was bulging from the foam and when it got cold I noticed air leakage and he told me he would come back in the spring to fix it I told him he would have to pay my heating bills so after making appointments and always cancelling and rebooking the installers, a different crew came and I still have air leakage I emailed JOCRI and asked for my money back so I can have another company come and install a new door with a good air seal, I could have kept my old door but I wanted a door with a good seal to help with heating cost. This company has come back to my house too many times and it is a waste of time and he keeps canceling appointments at the last moment very bad installation

  

  Business Response

  Date: 29/11/2022

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

  Regarding the concern of our client at ** ****** ******* ******** ** the door was completely installed. All and every concern of our client is always attended and provided. We always sent our staff many times and we spent an additional labor and fuels coming back and forth to her house just to accommodate her concerned.
  Customer is always available after office hours and weekends only, but still we tried to accommodate her.
  Regarding the seal of the door if she feels that the seal is not enough, we suggested to her that we will put another seal or insulation called V-seal and it's an adhesive advisable to install in the door frame it in a warm weather, that's why we suggested to put it in this coming spring.
  Based on our employee/staff came there to her house said that the door is completely sealed and checked it with a lighter and a small piece light paper to check if there is any air coming in but there was nothing was detected.
  The V-seal we will put in the springtime is an extra seal for the door if the customer wants an additional insulation.

  
  Thank you

  
  Sincerely, 
  Erica 

  Customer Answer

  Date: 29/11/2022

   
  Complaint: ********
  
  I am rejecting this response because: 

  Response to JOCRI

  What was the point of installing a new door if there is still a draft that is heat lost and costs money to heat the house  the installer that came out held the lighter above where the air was still coming in, I am frustrated and wasting my time.

  Regards,

  Linda

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

  

  Business Response

  Date: 05/12/2022

  Hi, 

  As we mentioned based on our inspection and testing regarding the client's concern the door is sealed, and no air leak detected. In addition, we will provide a V-seal for the door frame as an additional insulation when the weather gets warmer. because this V-seal is adhesive and will only stick to the frame during warm weather. 

   

  Thank you

  Erica ******

  Admin Assistant

  Customer Answer

  Date: 07/12/2022

   
  Complaint: ********
  
  I am rejecting this response because: 

  This morning the bottom half of my storm door was frosted I can still feel a draft, I don’t know who will pay for the heating bills. Anything he has tried has failed * ** *** ***** *** *****

  You can see the frost at the bottom of the door and the storm door is all frosted, so I want my money back no more bandages and poor install.

  
  
  Sincerely,
  
  Linda ****

  

  Business Response

  Date: 15/12/2022

  Hi BBB, 

  Based on the pictures sent all concern was fixed and done, we put door pad and the lights is gone we change the casing as the client requested. Again, our staff checked if there is any leak or air coming in but nothing was detected. 

   

  Thank you

  Erica ******

  Admin Assistant

  Customer Answer

  Date: 05/01/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  There is ice build up on the door and air leaking, JOCRI has been back to my home to many time and I do not trust them to fix the problem if the next step is small claims court then that is what I will do.

  Regards,

  Linda

  
  
  

  

  Business Response

  Date: 13/01/2023

   

  ** ****

  Regarding the last complaint of Mrs. Linda **** we've installed everything, We tested it and there is no problem detected. We installed the door with professional installer. We've doing windows and doors business for 11 years, and it is guaranteed right, workmanship and quality product with warranty. 

  Thank you. 

  Erica ******

  Admin Assistant