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Business Profile

Window and Door Installation

Dayside Windows & Doors

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:24/05/2023

    Type:Product Issues
    Status:
    ResolvedMore 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.
    In spring of 2021 we purchased new Windows. They were installed and we were happy with everything. Then 1 of them started leaking everytime it rained. We tried contacting the company and never received any reply. This continued for about a month before we finally got ahold of someone. My husband explained the issue and without seeing anything the representative tried to tell us it was a problem with our soffit. We asked for a service visit, the guy came out on a sunny day and put shims in our soffit and he again told my husband that it was the soffit. We had never had issues prior to the Windows being installed and no other windows have this issue, even the one beside this one. We continue to have leaking to the point where it is a constant drip when it rains. I have even sent a video to them showing very clearly what is happening. They have completely ignored this. We have again tried to reach out to them, calling 7 times and emailing over the last couple of months. They refuse to acknowledge any responsibility and told us to contact the ******** **** ********* ****** to come and check for leaks at our own cost. We have been disgusted by the non-existent customer service where we have had to continuously hound them.

    Business Response

    Date: 26/05/2023

    We received the original call from the customer on January 10th, advising that the bedroom window was leaking. It was suggested at that time, that it could be a soffit/facia issue as the window was installed in March 2021 and it now recently started leaking, but we have no issues coming to investigate. A call back was placed on January 13th and an appointment was scheduled for January 16th 2023. Our service technician checked the window and determined that the soffit slopes back towards the window and the roof has a dip in it in front of the window. Our technician then put a shim under the soffit to lift it up to deter the water from going down towards the window. It was then suggested that they call a roof/soffit company to take a look. The customer did not like that answered and did call in another time and one of our service advisors tried the explain it to them as well, and again, the customer did not want to except that answer. The claim that multiple phone calls were made is simply not true however they did email a number of times in which we did reply and sent them a diagram trying to explain how water can come and pool over the window causing the drips due to the roof/soffit issue. We did also suggest that they get a water test and provided them with the information for a company to use and told them that if the water test determines that it is in fact the window, we would absolutely reimburse them for the test and rectify the situation. They refused this as well. I have spoken to them since and we are scheduled to return on May 30th to do what is necessary within our means to get this situation rectified. 

    Customer Answer

    Date: 27/05/2023


    Complaint: ********

    I am rejecting this response because:

    Just because they only chose to answer 2 times doesn't mean we only tried to reach them 7 times by phone. We also emailed using the email link on their website,  and only just in the last month have been emailing them.

    We had our roof done in 2020 after which we experienced absolutely no leaking. That is one reason why we disagree with the soffit being the issue.

    If a customer has an issue with a product they go to the company from whom the product was purchased. Why should we pay a separate service charge for a different company to come from almost an hour away to see what the issue is.

    Also, why are they so bound and bet it is our soffit, without any investigation,  and won't even think it could be an issue with the window construction or installation. The leak has become MUCH worse since there guy put shims into our soffit.

    they are coming on Tuesday,  May 30. Hopefully this can be fixed then. We will be taking video of everything while they are here so we have proof of what is being said and done.

    Sincerely,

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

    Business Response

    Date: 31/05/2023

    This issue has been resolved. Our service technicians went on May 30th. They removed the capping from around the window and checked to confirm there weren't any issues, they then removed the wood shim that was originally put there by our service technician the first time to attempt to divert the water away from the window as the soffit was sloped downwards. Our technicians then raised the soffit up to slope it away from the window and installed new capping and re-caulked the window. Final determination, it was the soffit causing the leak. the customer did email us, thanking us for fixing the issue.

    Customer Answer

    Date: 02/06/2023


    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.

    Sincerely,

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

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