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Business Profile

Windows

Greyrock Window & Door

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 8 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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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Complaint status

Complaint type

  • Initial Complaint

    Date:08/23/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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 hired Bill for new windows and new front door in January 2023. He received full payment for services and products. We have been waiting for a front door since January 2023. After many unreturned phone calls and text messages to Bill, we reached out to the manufacturer. Manufacturer states they never received payment for the front door or one more window, which is why door has not been produced.
    Office is unstaffed and closed. The office phone goes unanswered and VM is full. I expect we will never get a call back from Bill and we will never receive products which we paid for.

  • Initial Complaint

    Date:01/23/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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 ordered windows and glass doors back in Nov 2021 and gave them 80,000 deposit. Some have been installed but the trim part is a total mess in some cases resulting in the rooms being unusable as is. Basically the windows they installed in one room did not match the original window shape so substantial trim issues have paralyzed them. These windows also won't close if you open them and let the sun warm them, we have had to stuff blankets in them at night to keep the outside air out. 2 doors were ordered that would not fit in the openings so this has also stopped all progress in that room. They mostly don't return my calls and messages anymore or on the rare occasion I do hear back its a promise to complete the work that never happens. We are now at 14 months and the place is a mess. And, I just got contacted by the people who supply Greyrock with windows and they say they have not been paid by Greyrock for all the windows they shipped to my property. Not sure where that is going but it can't be good.

  • Initial Complaint

    Date:12/08/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Hello. I am the owner of a small business in Fort Collins called **** *** **** ******. I'm a landlord and property manager. On May 14, 2021 I received a note from a tenant that one of their windows was leaking. I contacted Scott S**** of Greyrock Window and Door to see about a repair or a replacement. Scott visited the property on May 18 and provided me a quote for replacement. Total cost was $718 and the estimated time to begin replacement was 3 months from signing the contract. I signed the contract (attached) and paid the required 50% deposit of $358 on my company **** card (receipt attached in 'checking on status' email below). After approximately 6 months I had not heard from Greyrock. I called to check on the status of the window and was told they were still waiting for parts. In August of 2022 I had not heard more. I emailed to check in. I did not receive a response. I also called at that time, and have called many times since. I always leave a voicemail, but my emails and voicemails have not been returned, nor my calls answered any time that I call. I am hoping for a refund from this company, or for installation of the window (although that is not ideal as I'm afraid there may be some ill will from me submitting this claim). Thank you so much for any assistance you can offer.

  • Initial Complaint

    Date:11/22/2022

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    On November 19,2021 I paid a $5085.00 deposit to Greyrock Window and Door. The deposit was 50% down payment for purchase and installation of windows in my home. Since payment of the deposit, Greyrock Window and Door has not returned my calls or emails nor have they reached out to me regarding my window order. As of 11/21/2022 no windows have been installed. I have called and spoken to their receptionist, salesperson, and owner and have been told several times that they would call back with details on the order. So far no one has contacted me in any way. At this point I assume that they have no intention of satisfying the terms of the contract and that they plan to keep my deposit without providing any service in return.

  • Initial Complaint

    Date:08/29/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 purchased windows from Greyrock and they were installed in October of 2021. One of the windows was ordered incorrectly without the grids. They installed the new window without the grids and let me know that a new one would be ordered and the glass pack would be swapped out. I have called several times for updates and they were unable to locate records that showed it was ordered. I have also followed up with emails 3/22/22, 8/8/22 and again on 8/26/22 with no responses.

    The error was on their end in placing the order. The quote was correct with the grids called out on it.

    I did receive a response on my email on 6/15 from Victoria C*****;
    Sorry it's taking so long to get an update. Everything is super backed up. I do not have a date yet for shipping but I will tell you as soon as I get an update.

    I want my window replaced as this is a violation of the HOA and could become an issue.

  • Initial Complaint

    Date:07/25/2022

    Type:Delivery Issues
    Status:
    Resolved
    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.
    February 2022 paid 1000 deposit for 7 windows. Told it would take 4 months. No one answers their phones! I would like to get my money back and move on.

    Customer Answer

    Date: 11/28/2022

    Hi Marcus,

     

    After many attempts, I finally connected with the office admin and she was very helpful.  The communication was sketchy, but after I persuaded her to give me the owner’s phone number because I told her I was going to file a report that my deposit was stolen, I was contacted by him.  He kept me in the loop and told me that the manufacturing company was having staffing issues, which were causing huge delays.  I told him that it would be helpful to let the customers know! I got my windows on October 5th, and I couldn’t be more pleased.  Their installers were very polite and left my home and property spotless. It was worth the wait (as far as quality) but it shouldn’t have been so difficult.  Recommend to others to email the company at ****************************

     

    Thank you for following up!

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

  • Initial Complaint

    Date:07/20/2022

    Type:Delivery Issues
    Status:
    Answered
    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 ordered, and placed a $2500 deposit, on replacement windows on Jan 31 2022 and since have made multiple attempts to find out the order status: emails on May 12, June 20 and July 14, and phone voice mail on June 30 and July 13. I know there are supply chain issues but that does not prevent the business from informing me of the order status. I want them to 1. tell me asap when the windows will be installed and 2. install them on schedule.

    Customer Answer

    Date: 11/28/2022

    Hello,

    My threat of small claims court in my ****** review did result in new windows getting installed - not the windows I ordered - a different brand and interior color. They seemed to be about the same quality level from what I could gather on the manufacturer’s website and the incorrect color worked out ok so I dropped the matter with Greyrock considering I had no reason to expect them to make it right.

    I fully support the revocation of their accreditation, it was a terrible experience.

    — ****

  • Initial Complaint

    Date:07/18/2022

    Type:Product Issues
    Status:
    Resolved
    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.
    Ordered the windows in November 2021 and have had trouble with them returning voicemails (during business hours) for status updates. On June 14th 2022 our house burnt to the ground and I called to cancel the order as there in no longer a house to install windows. Was told the windows still had not shipped and they were waiting for a status update. Explained our situation and was told we would be refunded and the owner would call us back before July 1st. As of July 18th I still have not heard anything back. Now voicemail box is full.

    Customer Answer

    Date: 11/28/2022

    Hello Marcus,

    We were able to finally resolve our issue with Greyrock Window & Door. Took multiple trips to their office and cornering the owner in the lobby, but thankfully a refund was issued. 

    Thank you,

    ******* ******* 

Greyrock Window & Door is NOT a BBB Accredited Business.

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