Complaints

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• Initial Complaint

  Date:04/12/2023

  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.

  The company ActionWindow owner ***** installed my windows. He purchased the windows from ECO. A contract was signed with ***** in September 2019. I noticed rust on the frame of the slider and the door frame rusting several years ago, but ***** said no not rust. You're wrong never has that happened. After that conversation in 2020. I noticed bubbling in the paint in the door area which looks like rust in the frame. So I've tried calling and texting *****, but he refuses to communicate with me. I then decided to go straight to the Manufacture, which is ECO window systems at. *************************************************************** Ph: ************. After speaking with ECO customer service they told me the following: You need the ** # from the installer. So I asked my mother-in-law who was getting windows installed from ***** if she could please ask him about the ** # he told her that he would need to contact his assistant. Well, the assistant said to my in-law he could not locate the ** number. It's been nothing, but a merry-go-round with *****. He does not want to locate the ** number and does not care at all because he has his payment and does not need to be bothered with this. All I need from ***** is the ** number for the product so the manufacturer will repair or replace the door. I'm still in communication with ECO, but their telling me if you have no **# there is nothing we can do because the installer uses the **# and links it with the customer. Without a ** number, we cannot locate your order. If Action Window placed the order, they should have the ** number, as that is how they were able to obtain the windows when they were delivered to them. I explained to them that the installer will not return my calls. In order for me to get any help with this door the Manufacturer needs the ** number. The owner of ******************************************************************* has refused to take my calls or locate the ** # for my purchase. Any help would be greatly appreciated.

  

  Business Response

  Date: 04/12/2023

  ****************** characterization of my company and me are untrue.   Her accusations are easily belied by the fact that we just finished installations in approximately 30 apartments overseen by ****************** mother-in-law, *****************  Logic would dictate that ************** would not be referring our company to anyone, much less family members, if we were the nonresponsive, careless company she claims us to be.  As for the missing PO, ************** had ******** contact us for this information. ******** incorrectly told us that ****************** windows were purchased via Mr. ***************************** Attached is the screen shot of ****************** text.  It states, "Did you ever find PO for my son's house. [address intentionally omitted]. ****** and ****************************  They PO in order for Mr. Glass [emphasis added] to fix the rust on windows."  ************** states in her compliant to the BBB that ECO is the manufacturer.  This miscommunication, not our companies' indifference, explains why we were unable to locate ****************** PO number. ECO's PO for ****************** job is 179715.  

  Thank you for your assistance and please do not hesitate to contact us if any further information is required.