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:09/13/2023

  Type:Product 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 purchased hurricane/turtle windows from JVR. All went smoothly with a few minor issues. Property mgr. noted crack in 1 new window. Called JVR to report & sent pics of said crack. Window ordered & they called when arrived to set up install for 9/1/23. On 8/31/23 JVR called to cancel install as 2 men scheduled to install couldnt lift/install & no one else available. ****** sent email explaining that I wouldnt incur charges as manufacturers did them a favor. I sent email with my frustration as very short ********** had to schedule someone to let them in my apt. I phoned JVR to reschedule installation on 9/5/23was told couldnt scheduler not avail. & Id get a call back. I called back close to the end of business day as I never heard back & was told she was busy & would call. Following my calls attempting to reschedule, I got email (anonymous customer service) with new installation date & (how it would have to be paid upon install) & suddenly Im being expected to pay $600 for installation fee. I requested a copy of my contract. I found nothing about such fees. I went to Yelp to file honest & poor rating (2 star). I was more frustrated so had my husband take over ******************** being told they wont install & returned (custom size) window to factory. I just want the glass replaced without incurring charge as originally promised by ********************* in email. Thank you very much for any assistance you can provide.

  

  Business Response

  Date: 09/13/2023

  This client, *********************, called our office and complained of a crack in her window. She swore up and down that her window had the shutter on it and nothing could have impacted the glass to have caused it to be cracked. We took her word for it and reached out to the manufacturer. They went back and forth with us and informed us that as a courtesy for our relationship with them, they would warrant this glass for us (JVR). Now, we sent someone to go look at the job to see what all might be entailed as the glass is 9/16" thick and that is roughly 120" x 50" in size. (Needless to say, it is a very heavy piece of glass.) Upon my technicians arrival to ***** the job, they noticed that the glass was indeed impacted by something and that is not a warranty item. They also informed me that they would need a total of 3-4 people to lift the glass safely into place. I immediately reached out to **** and **** (her husband) and informed them that I would not be able to provide the service at that time and I would get back to them. She called the Tuesday after Labor Day and our office was very hectic, I informed her I would get back with her once ******* and I were able to discuss. With the fact that her glass was indeed impacted and have it not being a warranty, JVR as a whole decided that we would continue to give them the glass free of charge but we would not provide our labor cost for free any longer. ********************* and I discussed it and agreed to the cost no problem on Friday, September 8th. On Saturday, September 9th, **** went on to provide a poor review of us and acted as though she didn't understand. None of this work is warranty work and JVR does not owe the ******** anything at this point. We were trying to be helpful and felt like it was more than fair for them to pay for the labor cost seeing as we did provide the glass at no additional cost to them. Which is exactly what I wrote in my email with ****, that we did her a favor with the manufacturer so that she wouldn't have to have an additional cost, ie. buying new glass or paying for a whole new window. JVR has been more than accommodating to the ******** and wish them all the best.