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Business Profile

Windows

Golden Windows Ltd

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Golden Windows Ltd's headquarters and its corporate-owned locations. To view all corporate locations, see

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Golden Windows Ltd has 2 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/05/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      We purchased our windows from GW in 2016. In October 2017 we initiated a request to repair/adjust a few of our windows as this was still under warranty. A service crew did attend but indicated that they did not have parts and would come back. No one every came back. I emailed the service department several occasions from 2018 to mostly recently this month. No response. I even called them and they acknowledged our file and said they would attend to it. It's been over 4 years and no one has responded despite acknowledging the issue and request.

      Business Response

      Date: 17/05/2023

      Hello *****,

      We are sorry to hear that you are not satisfied with our service department at Golden Windows.

      After investigating this issue, it seems as though some of your communications fell through the cracks between the pandemic and employment turnover.

      We have been advised that our service department has spoken with you directly and set up an appointment for Friday, May 19, 2023.

      Thank you.

      Customer Answer

      Date: 19/05/2023



      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.  Golden Windows has committed to attending our home today May 19 and we hope the repairs which should be under warranty, be completed.



      Sincerely,



      ***** ****

    • Initial Complaint

      Date:19/09/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      On June 16, 2022, we paid a tech $40 to assess a repair to a Golden Window in our home.
      On Sept 6, the repairman came to do the actual repair but could not proceed because the tech had mismeasured.
      I followed up by email requesting details about next steps. I was told customer service was advised. When I asked for the name of the customer service rep so I could follow up, no response. I left a message for the service manager Mike A.. To date, no response. Shocking lack of customer service. I just want my window repaired after paying Golden to come out and start that process!! At the very least, communication from the company would be a positive step!

      Business Response

      Date: 23/09/2022

      Good afternoon ********
      We are sorry
      to hear that you did not have a good experience with the service department at
      Golden Windows. I have confirmed with Mike A. that he has been in touch
      with you and that your sash replacement is scheduled for next week.
      If you have
      any further questions or concerns, please give me a call to discuss.
      Thank you,
      Amanda S., Marketing Specialist
      ************ x
      ***

      Customer Answer

      Date: 27/09/2022



      Complaint: ********



      I am rejecting this response because:

      Although I was appreciative that Mike returned my call, the tech who attended our home did not call ahead as requested and my son had to interrupt a work mtg to answer the door. As it turned out, the tech had the wrong parts for the repair, so once again, we still don’t have our window repaired and are uncertain about next steps.


      Sincerely,



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

      Business Response

      Date: 06/10/2022

      Good
      afternoon ********

      I
      have spoken with our service manager and have been advised that you both
      discussed the details of the previous service call. Our service team is working
      hard to produce your replacement sash, which is a discontinued profile, as our
      design has changed in recent years.

      We
      appreciate your patience with this matter.

      Thank you,
      Amanda S.
      ************ x ***

    Golden Windows Ltd is BBB Accredited.

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    This business has committed to upholding the BBB Standards for Trust.

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