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:05/29/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Mr. ********************** claims the following miss information: We take pride in the distinct quality of our craftmanship and use only the best materials in the fabrication of our products. Our commitment is to our clients, products, and services. Through meticulous work and first-rate quality products, we manage to ensure our customers of our standing as an insuperable manufacturing company. I had hurricane windows and doors installed using one of Mr. **********************es extensive ***** dealers in April 2023 after waiting 16 weeks at a cost of $28,000. They told me it took this long because of covid and because the glass is manufactures in ******** SA. Not even 3 months after the installation my very expensive Series MG-**** IMPACT RESISTANT SWING DOORs glass cracked from the bottom corner to almost the very top of the door. Both ************************ and Mr. **********************es service representatives came to inspect the issue, and both agreed that the crack was not an impact issue. Both pointed fingers at each other and Mr. **********************es office representative told me that they do not warranty the glass itself. How can this be possible. The installer company said, they warranty the aluminum itself and issues with bad installation. Now for resolution, I have to either pay to have the door replaced or pay for the glass and installation. I don't think this is fair and don't think these windows/doors will hold up through a hurricane. You will not see anything in Mr. **********************es website about warranting their products. I believe these two companies need to cover the cost of bad workmanship and either repair or replace the door. Consumers stay away from Mr **********************.

  

  Business Response

  Date: 05/30/2023

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

  We are in receipt of your BBB complaint, your FB Message, and your email to our company regarding a broken glass. While we completely understand and empathize with your situation, your messages contain a number of allegations that are completely inaccurate. We take defamatory remarks very seriously as our reputation is of the upmost importance. As such, I highly suggest you immediately remove your defamatory comments online and ensure your comments are based on facts.

  First, your product was ready and picked up from our warehouse, August 5, 2022.We cannot control what you and your installer decided in terms of installation and why it took almost eight months to install.

  
  Second,you state that you will not see anything in Mr. ************************ [sic] website about warranting their product. Again, this is completely inaccurate. Our warranty is, and has always been, on our website. In fact, there is an entire section about warranty: *************************************************************************************************************************************************
  

  Further, glass,being a brittle material, is prone to breaking when subjected to stresses that exceed or approach its allowable strength limit. The failure modes commonly associated with glass include thermal stress breakage, stresses induced by high wind loads, spontaneous breakage, high mechanical stress induced by impact, and edge damage induced breakage. Upon reviewing the purchase order of the door in question and examining the type of glass utilized, we have determined that the glass used in this particular door is Heat Strengthened Clear Laminated Glass,with an overall nominal thickness of 7/16". It is important to note that thermal stress breakage in this type of glass is highly unlikely. Furthermore,based on the information provided, it is evident that the door has not been exposed to any significant wind conditions that could have compromised the integrity of the glass. The distinct pattern of breakage observed in the provided photos does not align with the characteristics of spontaneous breakage, which can result from the inclusion of nickel sulfide during the manufacturing process. While we cannot definitively verify whether the door has suffered any impact since its delivery more than 9 months ago, we acknowledge that high mechanical stress induced by impact is a possible cause for the glass breakage. It is important to consider the possibility that the glass *** have sustained damage during transportation, storage, or even improper installation,which could have led to stress on the glass and ultimately resulted in its breakage.

  Our MG **** French Door series has been meticulously designed to meet all the recommendations of the Glass *********** of North America (GANA). We employ various measures, such as gaskets and setting blocks, to ensure that the glass does not come into direct contact with the aluminum frame. However, we must acknowledge that if the glass edge had been damaged in any way, it could have contributed to the observed breakage. Considering the facts, including the type of glass installed, prevailing climatic conditions, and assuming that the door did not sustain any mechanical impact by the owner, it is reasonable to deduce that the glass breakage was caused by a mechanical hit on the frame of the door, resulting in a damaged edge. Such damage *** have occurred during transportation, storage, or installation processes.

  
  Third,you state that both state that they do not warranty the glass itself. Again,this is completely inaccurate. Please refer to the warranty above. We do not cover breaks that happen after install that are due to installation errors,mechanical hits, and/or transportation issues.

  
  Notwithstanding all the above, I contacted your Dealer myself.. They are ready to order a glass and have it installed. Yasmany (from BHP) is awaiting your call at ************.

  We remain focused on reaching a resolution and look forward to your cooperation. I will follow up in a few days with BHP to ensure that you have both been in contact and that the glass has been ordered. However,I urge you to reconsider the false claims you have posted as we will not hesitate on taking actions against false claims.

   

  Sincerely

  *********************************, Esq.

  VP of legal affairs

  Customer Answer

  Date: 06/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/23/2023

  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.

  I played an order through HIWA for impact windows on my house. The main and biggest window had a hairline cracked which I called Mr. ********************** on 03/21/2022 and they kept sending me back to reseller. I contacted ****** at HIWA and he attempted to help with the issue but they kept denying his claim. I am filing this over year because the crack has become bigger. **** stated this is a manufacture issue because they don't produce the window just installed it. Mind you I have to wait over a year to get my windows installed because manufacturer delays.

  Customer Answer

  Date: 03/23/2023

  Mr ******************** product received came defective since install but it was such a hairline that you couldn't see it.

  

  Business Response

  Date: 03/27/2023

  Good morning

  Ordinarily we will replace/repair the kind of damage you are describing within 2 weeks of the product having been delivered/picked up and before installation. Once installed, the liability shifts to the installer as we take extreme precaution that our products leave our facility without any damage. All our installers and dealers are aware of this policy and know that if there is any damage to the product, they need to make us aware before it is installed and in a timely fashion. At no time did HIWA inform us of any issues.

  Moreover, we received your first service request at the end of March 2022, well over 90 days after the product had been delivered and installed. The service request was denied, timely, for the reasons stated above. Again, in May, you placed another service call and again, we denied your request for the same reason. We timely responded to both your service requests, unfortunately the damage is outside the scope of our limited warranty and should have been addressed by your installer.

  With that being said, we are willing to offer you a discount to replace the window and have it installed. If you'd like to accept this offer, please call our service department and ask for *****************, she can give you additional information.

  Sincerely,

  *********************************, Esq.

  VP of Legal Affairs

• Initial Complaint

  Date:11/16/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 5 small single hung windows and a door on 25th February, with a turnaround advised **** weeks. 23 weeks later, we finally got windows. While we understand that in these post-*********** things take longer, but this doesn't excuse constantly giving us the wrong dates along the way. At least 10 times we were told that it will be ready in 2 weeks, next week, next Thursday, next Monday, you name it. On top of that end products are full of defects, dirty, no way it looks like new windows, more like something taken out of other house or made by trainee. And after almost 6 months wait, the door was made with hinges on the other side!!! You would think they would hurry up to fix it after, right? Nope, not Mr. ************************ It took a whole month to change hinges. And guess what - more damages were found again. Another 6 weeks later - another attempt to collect the door, but this time glass is cracked!!! Again, damages are found by installers checking before collection, not by Mr. ************************ To this day, we have windows full of defects, no door nor know when, and in what state it will turn up. And there's been almost 9 months since the order was placed!!

  

  Business Response

  Date: 12/01/2022

  Dear Ms. *********
  

  We've been in contact with you since we were made aware of the situation, on November 15th when your installer first placed a service call to us. We scheduled the service on November 19th, a Saturday, and sent two of our service techs out to your home. There were some aesthetic issues from manufacturing which we fixed to your satisfaction. There was also some covers that were pending, but, you asked us to wait until 1/06/2023 when you returned from your honeymoon. To say that we have not assisted you, is a misrepresentation since weve been very involved from the moment we were made aware of the problem.
  Please understand, we are not privy to your agreement nor your communications with the installer. We simply manufacture based on the information provided by your installer. At the time, your order was placed, we were very clear with the installers that there was a delay due to global supply chain issues. We never told you that the windows doors would take **** weeks or that they would be ready in 2 weeks.Unfortunately, we cannot control if the installer gives you the wrong information. Again, we are not part of your negotiations/agreements/communications with your installer. Moreover, some of the issues you mention in your complaint are installation problems not manufacturer defects covered under ************************* limited warranty. Nevertheless, we have attempted to remediate the problems.
  I recommend you contact your installer as they are the responsible party in this.

   

  Sincerely

  ********

  Customer Answer

  Date: 12/14/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** Valunaite