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:04/28/2025

  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.

  [[H363137**3238313831H transcription via email, see attachments for complete complaint details]]Early in 2024, we contracted with H31**36353531313532H (CD) to ***lace 24 windows & patio door. "Cleaning of windows" was included in the installation price we paid. On Nov. 13, CD&#**;s agent, Window King (WK) came to clean all. The process to clean windows with steel wool (stated by WK&#**;s owner as "normal" and known by CD) resulted in ir***arable damage to all windows & door scratches to glass and vinyl frames, & requires complete ***lacement of all, ***lacement & painting of trim around all & painting ***airs on exterior of home around trim boards. WK also ir***arably damaged an exterior glass door requiring its ***lacement/painting & damaged a newly ***laced/painted corner board on exterior of home. Home was painted immediately following window installation. A vinyl ***air H32303235**303035**32H assessed damage & affirmed vinyl could not be restored to new. Both owners, sales *** of CD, & cleaner of WK met with us at our home on Nov. 18 to witness & assess situation. WK&#**;s owner stated if windows had a coating, this damage would result. We affirmed the ** coating on the glass. CD&#**;s owner never confirmed if they informed WK of this coating. CD&#**;s sales *** affirmed no damage to windows/door prior to cleaning. Both owners affirmed would contact their insurance companies. CD&#**;s owner affirmed, "it would all be okay". We met with CD&#**;s owner on Dec. 23 to request assistance w/claim. He stated he had no liability or responsibility & that "unless there&#**;s a court order, I&#**;m not paying you a dime", also saying, "this is the way of the world, so you&#**;ll have to just deal with it". We requested CD&#**;s COI in Jan. which prompted CD&#**;s contact with his insurance. We pursued quotes for all work, submitting them to both insurances. WK&#**;s insurance communicated limited endorsement provision coverage of $25K which was paid. CD&#**;s insurance has denied the claim. We have filed complaints with ******* of Insurance and ***

  

  Business Response

  Date: 04/30/2025

  During the meeting on December 23, 2024.  I did discuss the liability ********* process with the ******.  I stated that the Claim would initially be handled by ************* ********* as they had caused the damage and that I would also file a claim with my provider.  This is customary, as my ********* should be alerted of any claim of damage to customer's property.  As we spoke, I expressed my opinion that the damage to the glass was obvious and likely covered.  Additionally, I shared my opinion that the scratches to the vinyl frame were subjective and would likely be in question to coverage. In order to see any damage to the vinyl frame, a bright flashlight was required to illuminate the area Mrs. **** pointed at.  This led me to my comment of the damage to the vinyl being subjective. This escalated the conversation to the point of demand that I cover the cost for damage to the frame.  I respond with my quote that would take a court order.  I never stated I would not pay a dime.  As it stands the **** have received a settlement from ************* *********.  I believe the amount was $25,000.  Clearview obtained a quote to replace all of the glass in the house for slightly less than $20,000.00.  I have been contacted by my ********* company; they stated a review of the case was completed by a senior adjuster and the ****** would be contacted with explanation of the limits of liability as applied to the claim.  At this point, I believe the ********* has offered a settlement that more than covers the cost to replace the glass at the house.

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23258291
  
  I am rejecting this response because: See attached document.
  
  Sincerely,
  
  ***** And ***** ****