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:05/18/2023

  Type:Customer Service 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.

  Lanai windows installed 7/26/2013 and company has attempted to resolve various issues over the years: as installed: a. windows could be opened from the outside when locked, b. washing windows resulted in water entering the lanai, c. screens difficult to operate, d. windows allowed entry of bugs and frogs into the lanai. After various attempts to resolve issues, CVS placed continuous (non-movable) screening across all of the sliding windows. It stopped the frogs from getting into the lanai, but windows could no longer be cleaned properly (outside), and water still accumulated in the tracks and seeped into the lanai when windows were washed by a professional cleaning company. We have been patient, but finally gave up and requested a refund (refused). In a letter, CVS said they would come out again, but also suggested we could contact their lawyers if we wished to follow up on our complaints. Although they guarantee their products for life, we could not continue to live with a choice between either water and frogs in our house or water spotted windows. $11,716.00 down the drain to CVS unless the BBB can convince them to provide some level of refund. Due to our long-endured frustrations with CVS, yesterday we had another company install new windows. I am a veteran and retired after 40 years with the DoD.

  Business Response

  Date: 05/30/2023

  Dear Mr. and Mrs. ***********,

  I have attached both your original letter requesting a refund and my response, for full review. As I mentioned cleaning more frequently would have stopped the buildup that now made it impossible to clean without removing the screens as I have many customers with the same situation and have had no problems.  Had you gotten back to me that is one of the solutions that I would have offered. My mentioning our attorney was only in response to your statement that you were prepared to seek other options including legal and in no way a threat. After not hearing from you for several months I assumed you were able to clean your windows, and all was well. Now in your letter to the BBB I was surprised to find out that you had the original windows removed and replaced. Unfortunately, since my product was removed there is nothing more that I can do to help you.

  Sincerely, 

  Philip D****

   

  Business Response

  Date: 06/06/2023

  Mr. and Mrs. ***********,

  Your comment that suggests others were having issues with their product is totally without merit. It was done by request and in their original contract.

  Again, I will state that after receiving your original letter in January I stated that I would be happy to visit with you to try to rectify the situation. after there was no reply,  

  I assumed that the problem was solved. It was not until your complaint to the BBB that I found out you had replaced the product. By doing this without my knowledge you

  took away the ability for CVS or the manufacture to help to solve your problem. Regretfully there is nothing more that I can do for you at this time.

  Customer Answer

  Date: 06/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: If CVS products were properly manufactured and installed, why did the company need to place solid screening (replacing their sliding screens) to repel insects (and, in our case frogs). Why did it take several post-installation visits to correct the problems? Why was it going to take yet another visit by CVS to get the window tracks to drain properly (they already attempted this once before)? So I've been had to the tune of $11k and lawyers are too expensive for an 80 year old retiree. Apparently they win. I just hope no one else uses their services.

  
  Sincerely,
  
  
  
  ***** ***********