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:02/06/2023

  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.

  We ordered ******** windows through Reflections Windows and Doors for our entire main floor May 29th, 2020 and signed a contract at that time.All the windows were installed by Reflections Windows June 2020.On July 21, 2022 we heard a loud pop and found our kitchen window with a large single vertical crack down the entire length of the window. Nothing struck the window to cause this to happen.We called Reflections windows and they had us send an email with what happened.We received an email from ******** services assigning us a case number and stating that someone will be in contact with us with **** business days.******** said it was out of their hands and it was Reflections responsibility to fix the window.After several calls and being ignored we sent an email on October 11, 2022 stating what ******** ad told us. About a week later some one from reflections called us and told us some one will schedule an appointment to come out and measure the window.October 31, 2022, we sent an email that no one has reached out to us.November 1, 2022, we asked if while they are here measuring they can quote us a new basement window.Early November a new employee came out to measure the broken window and the basement window we wanted replaced, and he told us they would be in touch.January 9, 2023 we sent an email asking for the status of the broken window and replacement.January 11, 2023 another email was sent and we have left several voicemails, but they will not call us back to at least just fix the broken window.in the span of 7 months the issue still has not been resolved. We just want our money back for the broken window at this point.

  

  Business Response

  Date: 02/17/2023

  Hi *******,

   

  We have reached out about your window and the broken glass this week. I do not think we have the wrong contact information. I do realize that you did have a request to get this taken care of late last year. We did need to move on from a previous warranty coordinator who was missing on following up with customers. I do sincerely apologize for the pain you have suffered from this lack of communication. I can assure you that our new production coordinator will make this a top priority and get this resolved. Thank you for your time to write this review and we will be reaching out again here before we leave from the office today to find a time to get this taken care of for you. Thank you.