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:24/03/2024

  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.

  I paid $26,000 for all new windows and doors from Dec 2023 through February 2024 The workmanship seemed ok from the inside but I failed to look at the backyard windows from the outside of the house because it was winter and I did not go back there. There is missing casing and large gaps around 5 of the windows which will result in eminent water damage and wasp nests I did email ***** Element who is the owner and sent several pictures

  

  Business Response

  Date: 11/04/2024

  We received an email from this customer regarding her concerns on March 24. I responded to her message with a phone call on Tuesday march the 26th and attended her property that day to investigate the issue.

  I then responded with a solution also on March the 26th and that we would fix the issues she was having immediately and proceeded to schedule to have the problem fixed that week. I also explained that we did make a mistake and that we will fix her issues at once. Unfortunately my installer was sick on that day and we are still trying to schedule another date at this time but I have been in contact with this customer since and I am waiting for a day to open up in our schedule to fix the issue.

   

  I would like to note that this complaint was submitted before we were even given a chance to rectify the issue.

  The customer is claiming that her air test for her energy audit has failed because of this issue while she had many upgrades that could have caused this issue such as insulation, furnace and air conditioner. 

  I have informed her I am willing to have another air test done to prove that our windows are not the problem. 

  At our cost of course.

  I feel we have dealt with this issue with the utmost professionalism and have communicated with this customer %100 of the way to come to a resolution.

  Customer Answer

  Date: 12/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I am still waiting to get the trim installed and also the issue the the front doors hitting into each other when opening.   The initial front door was a different set up, the new front door was inset into the house more by about 6 inches and it’s a larger door by about 4 inches, as a result the it bangs into the garage door.   A experienced contractor explained that the doors I choose would not work in the space and I needed to choose the same previous layout.  There are 5 dents in my brand new doors despite me being very careful and warning all my guests/family to hold the door and not to open it all the way.  Both doors need to be remedied and possibly replaced due to the dings in the brand new doors    It’s very disheartening to see them damaged 
  

  ***** Element mentioned my Enwin air seal failed, which is true, he mentioned my new basement spray foam insulation, my new soffit and fascia is most likely the reason.   Those companies have been contacted and both did their re-assessment and state def not their work is the problem and to look into window issues.

  The new air conditioner and new furnace were installed in the fall of 2022, so that is not applicable.   
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 04/05/2024

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

  Yes, Element windows did an excellent repair/replacement of the outside casings on the windows.  I am pleased with the result.  No further action is required for that aspect of the services provided.   
  

  However, I am still waiting on ***** Element to do an evaluation of the front door and the entry door to the garage.   The doors are oversized and too big for the space.  The new doors collide into each other causing dents on the brand new $6,000 doors. 

  The doors I chose for my house do not work in the limited space, an experienced door contractor would not have permitted these doors to be purchased and installed in my 1,200 square foot raised ranch.
  Upon initial consultation with Elements Windows and Doors, I showed ***** a brochure with the door I wanted, ***** said “Yes, I can order you that”he did measure it initially and he returned a week later to remeasure.  

  I have left several messages and went to the office to speak personally with *****, his manager and he said, ***** will come out to my house and evaluate.   I’m still waiting on this in-person service call for evaluation.   I must leave bean bags at the front door to stop the doors from crashing into each other and limit the full opening.  There are already deep seated dents in both doors.    
  I’m extremely disappointed and embarrassed every time a guest arrives, obviously, I need to explain the 4 beanbags on the floor at the front door and rehash the whole reasoning for their purpose there.   

  I’m also getting other renovations completed, each experienced contractor is alarmed that those oversized doors were installed in my small foyer, and their opinion is they must be replaced with smaller doors and move the opening back to the original design. 
  

  I need this issue resolved ASAP.

  Thank you for your help in this matter. 

  Respectfully,

  ***** ******* 

  

  Business Response

  Date: 06/05/2024

  Good afternoon,
  We have evaluated this complaint.
  At this point Element windows does not feel that we are responsible for the damage that has been done to the doors.
   We accommodated this customer to the configuration that the customer had chosen, which was in fact different from this customer’s original design of the house.
  We cannot take responsibility for doors being swung into each other by the customer.
  Unfortunately, we are not architects and can only provide what our customers request, in this case this is what the customer requested.

  Customer Answer

  Date: 06/05/2024

  My apologies for rehashing the same information.   
  
  ***** ** ***** ******** **********  *** ********* *********   ******* ** ** *** ** **********  That it’s not his fault but in fact mine because my brand new doors are banging into each other when a person needs to get in or out.   Please help me understand, *** * ****** ********* *** *** *** ** ********* *** I can figure it it’s not the customer who is in the wrong here. 
  I asked for advice, his opinion and options from Elements windows and doors and he told me that door would work perfect and look amazing.   If he was hesitant and explained I did not have enough room for those particular doors I would have ?? chose something more suitable for my home. 
  
  Also the installers should have at the very least informed me that the doors are too big and they collide into each other.   His manger and both installers agreed something should be done in a way of a door stop and ***** the manager will look into a solution.   The man door to the garage however cannot have a stop bc of safety issues and must be self closing. 

  I have emailed and called more than 10 times requesting assistance from ***** Element and still waiting 

  Respectfully 

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