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:05/12/2023

  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.

  Windows were installed in November 2021. All windows were defective upon install, which was discovered in December 2021. Have been attempting to have the warranty honored since that time with little success. The Window Source of The Rockies and *********** Windows by Ply Gem have repeatedly blamed staffing and supply chain issues for lack of responsiveness and delivery of replacement windows. It is *** of 2023, so it has been 17 months since the warranty claim was filed (20 emails and 5 phone calls). Since then, we have discovered serious installation issues (confirmed by two other window installation companies) that have caused both interior and exterior damage to our home. Numerous requests for the owner of The Window Source of The Rockies, ****, to come out to inspect the water damage and provide an assessment and timeline for repair have not been honored. We have submitted a breach of contract demand letter and plan to proceed with a lawsuit if the demand letter does not result in full repair and restoration to our damaged home.

  Business Response

  Date: 05/15/2023

  We've already been on their property, Friday the 12th,  and shown them this was not our fault, or our problem. The fact that they have water leaking in their home is not from our install. Like *** already stated, we have already been out there twice, at our own expense, and have shown them this. Just because their home is letting in water down not mean that they get to play blame whoever they want without proof. 

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 20050104
  
  I am rejecting this response because:

  The Window Source of The Rockies has not provided proof that the installed windows are not causing the windowsill, wall, and sheetrock damage. The water damage is on every windowsill at the base of every window installed by The Window Source of The Rockies. The damage is at the bottom of every window and is not coming from the roof as the owner tried to state. There is no ceiling damage on the second floor and there is no water damage that has occurred in the attic. The owner stated in person that they would return in two weeks to have the installer assess the damage and to finally install the defective window sashes, which have been requested since December 10, 2021. The manufacturer, *********** Window by Ply Gem, has confirmed on May 16, 2023 that The Window Source of The Rockies has received all but one of the replacement sashes and will need to come out to install them. The two prior visits that were mentioned in the response were not related to the water damage. Those visits were on June 16, 2022 and October 24, 2022, prior to the water damage being discovered and reported on January 9, 2023, and were related to the warranty of the defective windows that were installed November 8, 2021. So, May 12, 2023 was the first visit to our home, since we made the initial request for an in person assessment on January 9, 2023, to have the water damage reviewed. The requested installation of the warrantied sashes, as well as the water damage repairs, still need to occur. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:02/27/2023

  Type:Order 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.

  The contract was signed 9/14/2022 Contract has not been filled as of 2/27/2023 Contract clearly states 60 business days to start project & 120 to complete from date of contract. No contact has been made from the company to the consumer (myself) . When trying to reach out to company the woman on the phone was not only unhelpful but increasingly unprofessional.

  Business Response

  Date: 03/13/2023

  The contract was signed September 14, which for that week, they missed the ordering cut day it went on the next weeks order.We received the door on December 19th, 14 weeks from the date it was ordered, a little over three months. Everyone is made aware that it can be ***** weeks, but even at that, no lead time  is promised. That is just a few days before Christmas. The month of ******* was the 17th coldest on recored and the coldest since 2007 The month of February, was just as bad a *******, if not worse, especially with snow accumulation.The weather made it hard to not only schedule installs, but we were cancelling a lot that had been scheduled, due to weather changing from what was forecasted at the time of scheduling. It is hard to installs need to be done when temperatures are above freezing. If there is a high of 36 forecasted, and the job needs to start at 8-9 am, most of those temp are still in the teens to low 20's, cannot install in those types of temperatures.We also assume that a homeowner wouldn't want their patio door removed and a big gaping hole for an hour or so before the replacement door/window can be installed.February 15th & 16th, I was working with the installer on his availability for installs I happed to get a call on the 16th from *********************, i told her the door was in and I provided her with a date for install, She then said that the contract states that the install was supposed to occur within 60 days as stated on the back, which in all fairness, it also states that it is subjected to weather conditions beyond the control of the company. I tried to explain this to her, and offered another date for install, which she quickly said no too, and hung up on me. I was not unprofessional, they just didn't like the information that was conveyed. We have the door, I offered several install dates, we have up to this point, fulfilled our end of the contract. Saying there has been no contact is, untrue.there was a two minute and 28 second conversation

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 19504740
  
  I am rejecting this response because: false information was given in the response statement. I did not hang up I was disconnected due to bad cell service, and no one from the company has ever one time reached out to me. The customer sales rep was incredibly rude from the beginning. They have absolutely not fulfilled their contract in any way and I believe I am intitled to a ****** refund for services I have never received. 
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 03/30/2023

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

  Business Response

  Date: 05/01/2023

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the consumer in reference to complaint ID .********, and find that Mediation is necessary.

  Thank you.