Complaints
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/09/2024
Type: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 had hurricane windows installed this year. After installation, I contacted *** about my concerns with the excessive amount of chalking around the windows. I met with the supervisor and he assured me everything was okay. It wasn't until a month ago that all the chalking started to show mold. I had an independent window company come out to inspect the windows, and I was told that the windows were undersized. Instead of filling in the gaps with stucco, they filled it with large amounts of chalking. I have reached out to them to correct the issue and was told they would make right, but have not heard back from them. The installation was sloppy. The chalking needs to be removed, stucco applied, and re-grouted to make a close fit: The returns on the windows will need to be repainted (which I was told I would be responsible for). Impact windows are supposed to be tight and secure. They hired an independent inspector to make the final inspection which was done by an iPhone. The ******* contacted me and said the inspection had expired and needed to be reinstated.
Business Response
Date: 12/10/2024
Hello ************************ Service Supervisor, Vee, had attempted to contact you by phone as recently as December 3rd and we have been awaiting your response to proceed further with addressing your concerns. As we discussed over the phone today, our Project Manager, ******, will be visiting you at your home this Friday at 1:30 PM to discuss the concerns that you have raised in more detail. During the meeting we hope to come to an agreement on any further actions from there as needed. Our priority is to ensure your windows are installed properly and that you are satisfied with your new windows.
Customer Answer
Date: 12/19/2024
The stucco repairs have been completed and new chalking applied. Just painting to be completed.Business Response
Date: 12/30/2024
As Mrs. ******** states in her last message, we have completed service on her project to her satisfaction. However, she is requesting that we also complete painting, which is a service we do not offer and is clearly stated in our contract with her that painting is the homeowner's responsibility. See attached supporting documentation.Customer Answer
Date: 12/30/2024
Complaint: 22663976
The repairs were satisfactory. However, I am still waiting for the permit that had to be resubmitted. I got a second notice today that the permit will be expiring again. We paid for a permit but it has not been completed.Business Response
Date: 01/03/2025
Hello Mrs. ****************** are in contact with ************* to get your permit processed and fully closed out. There was a clerical issue with the city and all the documentation they require has been submitted to them. Due to the holidays, they have informed us they will review the documentation next week and we fully expect everything to be resolved after they complete their review.
Business Response
Date: 01/03/2025
Hello Mrs. ****************** are in contact with ************* to get your permit processed and fully closed out. There was a clerical issue with the city and all the documentation they require has been submitted to them. Due to the holidays, they have informed us they will review the documentation next week and we fully expect everything to be resolved after they complete their review.
Initial Complaint
Date:05/02/2024
Type: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.
Poor workmanship on site. No follow up from the office in a timely manor. No response from the Project Manager after multiple via email and phone.Business Response
Date: 05/02/2024
***** is a general contractor (**) for a project that we installed. When a ** is making changes to an opening where an existing window or door was, they provide us the dimensions for the modified opening so that the new window or door is built to the new specs. We installed the project and all went well, with the exception of the one modified opening for which incorrect dimensions were provided to us. Because our windows and doors are custom made to fit exact measurements, the window ordered to the measurements provided didnt fit. Since this was not an error on our part, the customer needed to order a new window to be custom built to the correct specs. Considering the situation the ** was in, we worked with him to give him a good price on the reorder.
The production schedule from the factory has the new windows completion scheduled for the last week of May; based on that we scheduled installation for June 3. Our service manager spoke with the customer last Thursday, April 25 and provided the *** of the reordered window, adding that he would do his best to work with the factory on getting it moved up if possible (and if so, the installation could be moved up). There have been no manufacturing updates on that plan until this morning, May 2.
In reviewing our email and call logs, our project manager did miss one call from the customer on the morning of Tuesday, April 30, while our PM was hospitalized. This morning, Thursday, May 2, we communicated to the customer that the glass for the new window is expected in today and the factory will be evaluating whether it can be moved up in production. Once we hear back from the factory, we will be able to let the customer know whether we will be able to move the June 3 installation date up.
Our goal is to provide exceptional service to every customer, including doing our best to work with them when there is a mistake. We apologize for the missed phone call regardless of circumstances and, in addition to the discounted price we provided, we are continuing to do what is possible to assist in completing this project quickly.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.