Complaints

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• Initial Complaint

  Date:17/10/2022

  Type:Order Issues
  Status:

  UnresolvedMore 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.

  We left a deposit for 2 Kitchen 2x6 windows (for new construction) on March 8/22 after the owner came out to see our job. We also ordered replacement glass for our front bay windows which took until June to finally arrive after multiple excuses as to why they had not been installed. The owner claimed that the new windows ordered would be 8-10 weeks for delivery. On April 1/22 he finally ordered our windows. We found out the order had not been placed by his office who called to get the "exact measurements" (we had ordered 40"x36" and 30"x 48" specifically with a 2x6 frame as we were also adding 3" between insulation and siding to the outside of our house).
  
  
  
  What was delivered was 2x4 refit replacement windows that were fast fits with no way to secure the windows into the frame properly. We called when our contractor informed us the windows were the incorrect windows and the owner failed to return our calls for 5 days leaving us with no option but to install the incorrect windows which left them hanging outside of the house.
  
  
  
  His answer when we were finally able to get a hold of him and back out to the house with his window installer was to install brick mould which was not what we ordered or wanted. Now that our windows have been mis-ordered, do not match, and are hanging out of our house with secure foam and retention pins that our contractor put in to secure them in place; the owner refuses to discuss this epic mistake. He came out with the brick mould and finally installed it however will not discuss the price discrepancy at all.
  
  
  
  I have sent a letter with a deadline for him to discuss this, he came out on the day of the deadline to discuss the issue, and was going to create a cost comparison to what he billed us for, and what he delivered. He never did. I have sent an email to his distributor who can't help with the pricing discrepancy and diverted back to the owner who is not discussing the issue.
  
  
  
  ** **** ** **** ****** ****

  Business Response

  Date: 24/10/2022

  We sold the ******'s 2 windows supply only. The windows were promised for a May delivery date and that promised was met. Unfortunately when the windows arrived they did not have any brickmold on the exterior of the window.  Upon the complaint from the ******'s we proceed to resolve the problem by ordering brickmold at no extra charge to the customer. Balm Beach House of Glass also installed the brickmold for the customer's as well. It is our belief that we have over delivered to our customer. We have more then met the obligation of the contract signed by the  ******'s for 2 window's. 

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

  House of Glass Inc

   

  Customer Answer

  Date: 01/11/2022

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

  The owner has repeatedly skirted the issue of the price difference/discrepancy with what we paid for (2x6 windows with built in frame) with what was delivered (2x4 windows with no frame).  While he eventually agreed to produce the Brick Mould and install it, this was only made necessary as he DID NOT deliver what what ordered.  The window frames also do not match ******* ***** ***** ******** **** *** ****** ***** ***** *** ***** ***** ******  

  Also the supplied Brick Mould does not function as brick mould is supposed to (to support the window).  We told ***** when he came out that we were adding additional insulation/siding (therefore a 2x6 framed window was necessary.)  Now the brick mould sits beside the window with no support to the window and only facade for the siding finish (doing the job of J Mould).  He rufused to call us to discuss the issue of the wrong windows and we were forced to install UNDER DELIVERED windows.  We did not want Brick Mould but to have our windows framed in properly.

  He doesn't listen to his customer and this resulted in this problem of our windows hanging outside of our house!  ** **** ***** ** ********* **** ** ****** ** *** ** ***** *** *** *** ** ****
  
  
  
  Sincerely,
  
  
  
  ******* ********