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:09/09/2024

  Type:Service or Repair 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.

  Please refer to the attachment as it has been a lengthy process. It provides, dates and timelines. Kindly advise if you require further information. Thank you

  

  Business Response

  Date: 03/10/2024

  Hi Ms.****,

  
  Thank you for your comments, we take every comment seriously to offer the best customer service.
  I understand there as been some issues but not to the extent that you are describing as some are simply due to the install not being completed and our installers needed to go back the next day to complete (multiple day install). All issues have been resolved except for the leaking window.

  
  For the leaking window it was explained and communicated by our team that on rare occasions a window may leak and tests are required to find the source.  Our technicians took the necessary time to assess the problem and have determined that a window replacement was required to which you have been made aware.

  The Window as been ordered and manufactured, today Oct 2nd we have received your window, and our installation coordinator will be in contact with you this week to schedule an appointment to complete the installation.
  
  If you have any questions, please let me know and it will be my pleasure to discuss this matter with you.
  Kind and Best regards
  *** ******
  Director Fenex windows and Doors

  Customer Answer

  Date: 06/10/2024

   
  Better Business Bureau:
  
  I have examined the business's response to my complaint, ID ********, and am dissatisfied with ***** perception that my complaint was overstated. I possess numerous emails, photos, and videos that substantiate my claims. If he deems caulking the exterior of my windows only four weeks post-installation as acceptable, then that is very disappointing. Repeatedly, I have requested a copy of the window warranty, yet since July, it has not been provided. For three weeks following the inspector's visit, I inquired about the status of the bedroom window, and it was only after I filed a complaint with the BBB and they contacted Fenex that, coincidentally, Fenex called to inform me of the window was going to be replaced. I will be satisfied with the claim once the replacement is completed on October 11th without any additional issues, and I have received the warranty information I have been requesting for my records.
  
  Sincerely,
  
  ******** ****

  

  Business Response

  Date: 08/10/2024

  Good Afternoon Ms.****, 

  
  I have discussed with our installation team your comments regarding 4 weeks for caulking your windows. As addressed in my original response there may have been a day or two where caulking was not applied due to the installation had not yet been completed.  Although a service was created to fix an issue where caulking had to be re applied - this matter was resolved at that time.
  
  A copy of the warranty is available for download at: **************************************** .  I can also provide a copy via email.
  
  You filed a complaint on Sept 9, 2024 on BBB  I wasn't aware of this complaint until BBB notified me via a phone call on Oct 2nd 2024, to which I responded.   Prior to your original complaint being filed with BBB, On July 23 one of our employees advised you, via email, that a new window was going to be ordered to replace the leaking window.   August 16, Fenplast sent a service technician on-site and ordered the replacement window.   Fenex received this window at our store location on October 3rd and contacted you to schedule the installation set for October 11th.

  
  I understand there has been some services requests that may have caused inconveniences and for these I apologize.  Fenex responded quickly, efficiently,performed tests and the service requests have been resolved except for this last window.   

  
  We are committed in providing an excellent customer service with high quality products. 
  If you would like to discuss further, please call me and it will be my pleasure to be of assistance.
  Kind and Best regards
  Luc

   

   

   

  Customer Answer

  Date: 10/10/2024

   
  Complaint: 22261066
  I am rejecting this response for the following reasons:

  It is absolutely appalling that I must go to such lengths to substantiate my claims. On July 23, the window panel damaged on June 10th by your employee was finally ordered. No new window was approved; refer to the email below: "On Tue, Jul 23, 2024, at 2:12 p.m., ***** *********** <*********************************************************> wrote: Actually, just heard back that they will inspect first, then we will order." The inspector visited on August 16, 2024, and noted that the sash was too small, stating he would order a larger one. I expressed my frustration with the process and requested a replacement since it was a brand new window. He declined, instructing to just order the parts and that Fenex would contact me to schedule another repair attempt. I reached out on August 21, and on August 22, I received an email stating Fenex had not received the inspection report. My next email was sent on September 3, to which I received a reply that it was out of their hands, now with the service team who was CC'd in that email. My final follow-up email with the service team was on September 6th, with no response... until I filed my claim with the BBB on September 9th. Then, on September 10th, a Fenex employee contacted me to say, *********** they have approved a replacement, and they will piece it together with the other window panel ordered on July 23." I have a recording of this conversation if you wish to hear it.

  Additionally, there is a partial email below indicating the windows were still not caulked as of March 1, 2024. I am running out of space to provide all the emails I have mentioned, and I also have many more photos with date stamps and videos, to substantiate my claims all my claims

  Please email the warranty directly at *******************************

  Regards,

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

  ****

  -----Forwarded Message -----
  From: "******** ****" <*******************************>
  To: "***** ***********" <*********************************************************>
  Cc:
  Sent: Fri, Mar 1, 2024 at 1:06 p.m.
  Subject: Extremely disappointed
  Hi *****, 
  
  I have to say I am beyond disappointed with the window process.  The initial install started almost 4 weeks ago, and there was an issue with one of the screens,  and it has not been replaced yet,thankfully it is winter. ***** (if i recall his name) was at my house 2 weeks ago to assess and take pictures of the two windows that have issues. There has been no further communication from anyone of the next steps.  As well, the crew was here 4 days ago, with NO notice they were coming to complete the exterior,  with only two windows completed.   The basement window is protruding 1.5" out of the exterior wall and I refuse that this is how it will to be completed.   I was told that this will be a reinstall and that ***** will be calling to book a appointment.  This appointment  would be for the reinstall and complete the 2 other windows that are not completed as a taller ladder is required.  Being how there has been zero communication from anyone at Fenex with all the issues, I am very disappointed that no one has reached out to me. 
  
  Regards,
  Samantha 
  ************ 
  
  
  Sent from Yahoo Mail on Android
  
  On Thu, Feb 15, 2024 at 11:05 a.m., ******** ****
  <*******************************>wrote:
  Hi *****, 
  
  I am not home until after 5pm in order for ***** to access my backyard, but I am working from home tomorrow.  He will have access to complete the front exterior. 
  
  Thank you 
  Samantha 
  Sent from Yahoo Mail on Android
  
  On Thu, Feb 15, 2024 at 11:01 a.m., ***** ***********
  <*********************************************************>wrote:
  Hi ********,
  
  ***** will be around to complete the exterior this afternoon. He can take a look at your issues once there.
  
  Cheers,
  
  ***** ***********
  Windows & Doors Specialist
  Fenex Windows and Doors
  
  Serving ****** for over 40 years! Thank you!!
  *************
  
  Let us know how we did with a ****** review!
  ***********************************************
  
  
  From: ******** **** <*******************************>
  Sent: Thursday, February 15, 2024 9:21 AM
  To: ***** *********** <*********************************************************>
  Subject: Basement window
  
  Hi *****, 
  
  I noticed when I went outside the basement window looked off as well on the upper left side, it was protruding quite a bit.

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

  Sent from Mail for Windows
  From: ******** ****
  Sent: September 6, 2024 8:12 AM
  To: Fenex Service
  Subject: Fw: Follow up: Window leaking
  
  Hello,
  I am following up on the below email.   Please advise me on a status update. 
  
  Thank you, 
  Samantha 
  ************ 
  
  ----- Forwarded Message -----
  From: "***** ***********" <*********************************************************>
  To: "******** ****" <*******************************>
  Cc: "*** ******" <*********************************************************>,"Service_Fenex" <******************************************************>
  Sent: Wed, Sep 4, 2024 at 7:58 a.m.
  Subject: Re: Follow up: Window leaking
  Good morning ********,
  
  This matter is in our service teams hands and out of mine. They will contact you. 
  
  If you have any concerns please reach out to Luc. 
  
  Regards,
  
  *****
  Sent from my iPhone
  
  On Sep 3, 2024, at 11:46?AM, ******** **** <*******************************> wrote:
  ?Hi *****, 
  
  Following up yet again.  It's been 2 1/2 weeks since the inspection and 1  1/2 weeks since your reply.  This has been on-going since May 29th, way too long.  I have paid a lot of money for windows and a window that has been leaking for over 3 months, and cracked by your team since June 10th.  The window is still leaking and I'm tired of having to splash water out almost every time it rains, it's a brand new window!!  When we spoke on July 17th, you stated either outcome of the inspection,  the window will be replaced,  I deserve answers.   This whole process started February 5th, 7 months ago, this is unacceptable.  As well, I never received the email from you that I requested on July 4th for the warranty for the windows. 
  
  Thank you, 
  Samantha 
  ************ 
  
  Yahoo Mail: Search, Organize, Conquer
  
  On Thu, Aug 22, 2024 at 4:00 p.m.,***** ***********
  <*********************************************************> wrote:
  Hi ********,
  
  Once we receive the report we will let you know the next steps.
  
  Cheers,
  
  ***** ***********
  Windows & Doors Specialist
  Fenex Windows and Doors
  
  Serving ****** for over 40 years! Thank you!!
  *************
  
  From: ******** **** <*******************************>
  Sent: Wednesday, August 21, 2024 8:21 PM
  To: ***** *********** <*********************************************************>
  Cc: *** ****** <*********************************************************>
  Subject: Window leaking
  
  Hello *****, 
  
  I am following up from when **** from Fenex did his inspection on Friday August 16.   I had asked him to speak to you and to discuss next steps.  As per our pervious conversation on July 17th,  you had said a replacement would be taking place either way. Kindly advise on next steps.
  
  Thank you, 
  Samantha 
  ************ 
  
  On Thu, Jul 25, 2024 at 10:22 a.m., ***** ***********
  <*********************************************************> wrote:
  Thanks ********.
  
  I would recommend you lay a small towel on the ledge for now. Until the replacement this will prevent anything from running down the wall during heavy rains.
  
  Thanks again,
  
  ***** ***********
  Windows & Doors Specialist
  Fenex Windows and Doors
  
  From: ******** **** <*******************************>
  Sent: Thursday, July 25, 2024 8:52 AM
  To: ***** *********** <*********************************************************>
  Subject: RE: Window leaking
  Hi *****, 
  
  There was another leak yesterday.  Please see attached photo and video 
  
  Samantha 
  ************ 
  
  On Tue, Jul 23, 2024 at 2:12 p.m., ***** ***********
  <*********************************************************> wrote:
  Actually, just heard back that before they will inspect first then we will order.
  
  Sorry for the back and forth.
  
  *****
  
  From: ******** **** <*******************************>
  Sent: Tuesday, July 23, 2024 1:17 PM
  To: ***** *********** <*********************************************************>
  Subject: RE: Window leaking
  
  Hi *****,
  
  Thank you for letting me know. 
  
  Have a good day,
  Samantha 
  
  Yahoo Mail: Search, Organize, Conquer
  
  On Tue, Jul 23, 2024 at 9:39 a.m., ***** ***********
  <*********************************************************> wrote:
  Good morning ********,
  
  I just heard back from Fenplast and we will be getting a new replacement window for you. ***** will be in touch when we receive it to schedule the install.
  
  Cheers,
  ***** ***********
  Windows & Doors Specialist
  Fenex Windows and Doors
  Serving ****** for over 40 years! Thank you!!
  ************* xt 1701
  Let us know how we did with a ****** review!
  ***********************************************
  
  From: ******** **** <*******************************>
  Sent: Tuesday, July 16, 2024 11:31 AM
  To: ***** *********** <*********************************************************>
  Subject: RE: Window leaking
  
  The same bedroom window that has having issues.   
  Yahoo Mail: Search, Organize, Conquer
  On Tue, Jul 16, 2024 at 11:28 a.m., ***** ***********
  <*********************************************************> wrote:
  Hi ********,
  
  Could you tell me which window this is for?
  Cheers,
  ***** ***********
  Windows & Doors Specialist
  Fenex Windows and Doors
  
  From: ******** **** <*******************************>
  Sent: Monday, July 15, 2024 9:29 PM
  To: ***** *********** <*********************************************************>
  Subject: Window leaking
  
  Hi *****,
  
  I am writing to say the window is leaking again as well has water in the sill.  At this point I am completely done. I want this window replaced.   I've been beyond patient with this process and no longer want fixes that are obviously not working.  Please call me to discuss the next steps for replacement. 
  
  Samantha 
  ************ 

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

  -----Forwarded Message -----
  From: "******** ****" <*******************************>
  To: "***** ***********" <*********************************************************>
  Cc:
  Sent: Fri, Mar 1, 2024 at 1:06 p.m.
  Subject: Extremely disappointed
  Hi *****, 
  
  I have to say I am beyond disappointed with the window process.  The initial install started almost 4 weeks ago, and there was an issue with one of the screens,  and it has not been replaced yet,thankfully it is winter. ***** (if i recall his name) was at my house 2 weeks ago to assess and take pictures of the two windows that have issues. There has been no further communication from anyone of the next steps.  As well, the crew was here 4 days ago, with NO notice they were coming to complete the exterior,  with only two windows completed.   The basement window is protruding 1.5" out of the exterior wall and I refuse that this is how it will to be completed.   I was told that this will be a reinstall and that ***** will be calling to book a appointment.  This appointment  would be for the reinstall and complete the 2 other windows that are not completed as a taller ladder is required.  Being how there has been zero communication from anyone at Fenex with all the issues, I am very disappointed that no one has reached out to me. 
  
  Regards,
  Samantha 
  ************ 
  

   

  Customer Answer

  Date: 05/11/2024

  They have replaced the windows so this issue has been resolved.