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Business Profile

Windows

Safeguard Windows and 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:05/25/2024

    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.
    *00% was required upfront for work not yet completed or for materials not yet delivered.H3339323337393*353*32H installed the wrong style. I lost approx. 40% of glass, my view is obstructed, and rooms are darker now. I had a big beautiful view before with 2 LARGE panes of glass with slim frames. H3339323337393*353*32H installed 4 small square H323*3638353235393236H THAT I NEVER ORDERED with EXCESSIVELY WIDE 4-*/4 7-*/4 frame widths. Originals were HORIZONTAL single sliders with UNEVEN sightlines, */2" frame widths. I requested tilt and turn with 2 LARGE panes of glass, slim frames.H3339323337393*353*32H replaced with VERTICAL 2 single-hung H323*3638353235393236H mulled together with EVEN sightlines, THE COMPLETE OPPOSITE.H3339323337393*353*32H assured only a max * loss of glass on all sides. Misrepresentation.*/3*/23 at *0:00 a.m. I canceled slider door, confirmed by H3339323337393*353*32H Owner in his Yelp response. **:30 a.m. I canceled the ENTIRE window project, confirmed by Contractor. * was too much to lose and I had to go overseas.2/3/23 Had to depart 7-*0 months to Washington DC govt training, then Europe.2/*5/23 H3339323337393*353*32H FORCED the sale. They refused to return the 60% $5,000 deposit.I had 3 options: Lose the $5,000 deposit, accept the incorrect H323*3638353235393236H no installation, or pay $3,000 upfront for installation.2/22/23 Balance $3,000 required, *00% upfront.3/2/23, my elderly mother voiced her concern H323*3638353235393236H were not what I, the owner, ordered (2 LARGE panes of glass). H3339323337393*353*32H convinced her 4 small square panes were what I ordered. But there was no change-order approved. I was in **************H3339323337393*353*32H misrepresented their product stating only a *" of glass on all sides, they did a change-order without approval, then forced the sale while I was out-of-town. Unscrupulous business tactics.I request a refund and H3339323337393*353*32H take all their H323*3638353235393236H back.$8,000 plus permits $450 and $280 was a substantial amount of money. It is a financial hardship to redo. Overall, this was a very stressful and depressing experience for me.

    Business Response

    Date: 05/31/2024

    Hello,

     

    We will start by mentioning that we do not require 100% upfront ever. Our terms have always been and will always be 50% upfront and the balance due upon completion of the project. We are very familiar with the laws concerning payment. It is important to mention that ****** is actually not our client and thus she did not pay us. Her cousins company is our client and her family member is who received direct payment from ******. All this false information regarding payment and the pictures she supplied are honestly harassment at this point. ****** was asked to pay upfront by the other company, never us. In the image she provided where ***** replies to her in ****, it is clearly stated that we did not have direct contact with her besides the one time where she was present when ***** went to remeasure. Everything was done through her contractor (her family member). In the first meeting ***** had ****** was not a part of the conversation, everything decided was through the choice of her mother and the contractor. In the Yelp review ***** replied to, he clearly states that we were not there as sales but as technicians to measure. Getting this job was not our priority as she was never our client. We are not sure why she insists as painting Safeguard as the perpetrator when we did not seek out her job nor did we mind losing out on it. 

     

    Regarding the cancellation of her order, unfortunately she decided to order product that we do not manufacture (the bedroom windows). Once we placed the order with our supplier we cannot cancel said order after 72 hrs. In the message I can see she let her family member know she wanted to cancel but unfortunately for her, we were not made aware and thus by the time we were informed it was too late. As you can see we informed them on February 15th it was not possible because we were asked until that day. By the time we were informed the order for the double hungs had already been ordered and we had begun production on the other windows.

     

    What I see here is that she did not communicate with her contractor (family member) and they need to work that out.  As mentioned we did not work with ****** and only spoke to her 1 single time. Everything done by Safeguard was done to the specifications of her contractor and her mother. WE DO NOT DECIDE FOR CLIENTS NOR HAVE WE EVER. 

     

    If she insists on blaming Safeguard for pushing an agenda or some shady dealings, please ask her to supply you with evidence showing this. Ask her to supply you with a receipt showing we sold her product. Ask her to show you emails or texts PRIOR to the job being done where Safeguard and her have correspondence. Everything she is showing is after her job had been completed. She clearly has correspondence with her contractor and her family members regarding the job PRIOR to it being closed and done; she does not have any evidence prior to the job where we consulted with her because as mentioned she is not and was never our client. We only did what was asked of us based on the conversations we had with our client (her contractor/family member). 

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