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:03/27/2025

  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.

  To Whom It May Concern,I am writing to formally file a complaint regarding the improper installation of a Hurricane-rated door I purchased in 2018, which came with a 10-year warranty. Unfortunately, the door was installed incorrectly, resulting in a significant gap that allows it to be easily opened from the outside. This issue not only compromises the security of my home but also indicates poor workmanship.I have attempted to resolve this matter directly with the installer, but they have refused to reinstall the door properly despite the warranty coverage. As a consumer, I trusted the company to provide both a quality product and professional installation services. However, their refusal to address this issue leaves me with no choice but to seek external assistance.I kindly request that the company be required to honor the warranty and properly reinstall the door to ensure it functions as intended. I would greatly appreciate your support in resolving this matter promptly.Thank you for your attention to this issue.Sincerely, Aliakon

  Business Response

  Date: 03/31/2025

  ********* is a Vinyl and Aluminum window & door manufacturer.  We manufacture, but do not install as we sell our product line through a number of specialized dealers and distributors.  The door in the last image, (I am assuming this is the unit where there is a product complaint), is NOT a CWS product.  We do not manufacture or distribute solid core entry doors.  Likely the installer purchased this from another supplier.

  thank you

  ***** ****

• Initial Complaint

  Date:05/11/2024

  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.

  10/13/23 purchased Guardian 5000 Full View exterior door, (manufactured by Custom Window Systems-CWS) Backorder 10 wks. 12/11/23-door installed. 12/13/23-noticed the weather strip at the bottom of the door was loose & dragging along the ground. 12/15/23, men arrived to fix it & proposed to CUT THE BROKEN WEATHER STRIP OFF since IT REALLY ISNT NEEDED. We found that unacceptable. Called White ******** **** ****** said that they would contact the manufacturer. 12/18/23- contacted WA again as rain water had POURED through the door. We finally were told by a CWS rep. that the door would be replaced but it would *********** weeks. Received an automated phone call that replacement door would be installed on 2/19/23. Received 2nd call from CWS indicating that the door we were to receive was defective ****** had to reschedule. 3/5/24- Human scheduled BUT no one came. Called & were told they had not received the ************** should have canceled. 4/1/24 -Workers replaced the door. Later, as we used it SCREWS holding the frame around the glass fell out! 4/11/23 rain POURED in. No answer at ******** submitted a service request #***** via internet. This provided us with menu of PRICES we would be charged! We then MAILED a letter to *******************, identified as the ** of CWS, outlining all of the above. 4/14/24-Worker arrived to indicated there was no sealant around the glass & the inner shell was mangled. He needed parts. 4/20/24 ****** & a Trainee removed all the inner aluminum shell, caulked, replaced new shell using silver (not WHITE) screws, sprayed something over the glass making the actual repairs obscure, (we dont believe they were trying to hide their work) & told us not to wipe it off to allow sealer to ******. May 10, 2024-A s**** fell out of 1 of the hinges. We now see that only 2 of 3 screws in the hinge holes actually hold anything. Today this door resembles a 2nd-hand thrift store purchase and we wonder if it will soon fall off the hinges.

  Business Response

  Date: 05/17/2024

  ***************************, CWS Service Manager tried to contact The ******** on 5/16 @10:49 am and again on 5/17 @ 11:43 am. Both times the phone rang once and went to voicemail. ***** left a message both times stating who she was and that CWS wanted to offer a solution. CWS would like to offer a new door to the ******** and pay for the door to be installed. 

  Customer Answer

  Date: 05/17/2024

   
  Better Business Bureau:
  
  We have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to us. We are out of phone range until Monday. If CWS can call us on Monday late afternoon that would be greatly appreciated. **************. 
  
  Sincerely,
  
  ****** And *********************

• Initial Complaint

  Date:03/19/2024

  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.

  We purchased our home a year ago in December. We knew the ******* room windows were less than a year old, per the seller, but we did not know the warranty had to be transferred. Our problem is the glazing on the outside of the windows keeps curling up and falling out. We have called Custom Windows Systems multiple times and during one of the calls they asked if our windows were the bronze color and explained to us that they had a problem with the glazing on these windows and had recently went to a new product. Everytime we call we get run around and absolutely nothing done. They say call service and service says call sales. So far all we know is they have known of an existing problem and will not stand behind their product. I have even called the people we purchased the house from and found out that the glazing had to be repaired once within the first year, so they gave me a number for the original installer and I called them and they no longer will do work for this window company. These windows are now approximately 2 yrs old and the glazing has curled up and fallen out of most windows. We were told that even with the warranty the home owner still has to pay for the labor to install the new glazing. So my husband asked if they could ship us the glazing and he would install it and he was told no, he would have to contact a dealer and see if they would be willing to order the glazing for him, but he would have to pay for the material. I do not understand how a company can be very aware of a problem with a product and not stand behind said product!

  Business Response

  Date: 04/03/2024

  Good morning. We reached out to the homeowners, The ***** and provided the product needed to fix the issue they were having. This situation should be closed at this time. 

• Initial Complaint

  Date:11/21/2023

  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 had contractors build my sunroom two years ago. He used Custom Window System windows. 14 panels were install. 3 of the 14 leaked between the double panes. One is so bad, you can not see through because so much dirt has accumulated between the panes. Two screens did not fit. One window had no screen. A field service rep. promptly came out and agreed to the problem. That has been about a year and half ago. Waited for almost a year for the windows to come in. Now waiting to get them installed. I called in October this year, they said they would set up appointment. They never called. I called them today and complained. They said someone would get hold of me. I asked what telephone number that had for me. It was a number I never had. A year ago they set up appointment to install but never came out. I stayed home specifically waiting for them. When I called them then they said they had sent a voice message canceling appointment but again they had the wrong number, I gave them my correct number yet today they still have my wrong number. The person I talked to said she could change my number on her computer but she could not change it on the service department, but she would try to call someone in service to try to get it changed. I wish I never heard of Custom Window System. There service is lousy.

  Business Response

  Date: 11/27/2023

  Ms. ******* 

  I am sorry that your experience has not lived up to your or my standards. i have followed up with our field service team and they will be in contact soon to get all of your warranty concerns taken care of. Also please know that we will continue to stand behind our warranty and product until you are satisfied. 

• Initial Complaint

  Date:08/10/2023

  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.

  On 7/22/23 my wife and I returned to our home in The Villages to find the inside pane (double pane) of the fixed glass door leading to the lanai shattered. There is no point of impact and no one was in the home at the time. I bought the home new on 7/1/20. I called CWS Customer Service because The Villages warranty department advised me CWS warrants their products for 10 years. Much to my surprise CWS informed me they do not cover shattered glass as specified in their warranty. They cover manufacturer defects such as leakage. Well this glass certainly leaks. I unsuccessfully pleaded my case to a customer service representative and then a supervisor. I understand that temperature and other factors can cause glass to shatter. However, in the case of tempered glass, manufacturing defects (such as a chip on the edge) is by far the most common culprit. And it could take months or even several years for it to manifest itself. This glass is 3 years old. If it shattered from a manufacturing defect the manufacturer should stand behind his product. If it just shattered because of…whatever? Does that mean the rest of my windows are going to shatter? If they do, is that just too bad for me? Should The Villages not use this product any longer because we can expect it to shatter at any time? CWS wanted to charge me $175.00 to have someone come to my home and do nothing more than tell me shattered glass is not covered under their useless warranty. I contacted another window company to replace this shattered glass. It is going to cost me approximately $1140.00.

  Business Response

  Date: 08/28/2023

  The shattered glass in this case is tempered glass, which is made by Cardinal Glass. CWS is passing on the parameters of the glass warranty that is provided to CWS from Cardinal Glass that makes the product. This warranty on shattered glass is standard within the glass industry. 

  Business Response

  Date: 09/01/2023

  CWS will send the homeowner a check for the $1140. We just need an address to mail the check too. 

  Customer Answer

  Date: 09/05/2023

  
  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.
  

  My address is:

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

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

• Initial Complaint

  Date:10/05/2022

  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.

  An order was placed for replacement, hurricane impact windows on June 9, 2022. To date, the manufacturer has yet to deliver the said order. This is October 5 and still no windows are care from CWS that the estimated delivery date has been missed by over 1 month, and will be an estimated 1 more month. This is nearly 2x the estimated delivery time! They offered shorter delivery times than a competitor, which was one of the major deciding factors in going with CWS. This is fraudulent information used to gain business from other window manufacturers. Given that false information was provided to lure me, and I'm sure other customers, I demand this practice to stop and true delivery times be used.

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/10/10) */ I have spoken with MR.****** via email the same day this complaint was filled. Mr.****** told me he placed the order with ********, who may have placed the order with**************************. CWS does not know which order ************************* placed belongs to Mr.****** or ********. This is not a CWS issue at this time. This complaint should be filled against ********, not CWS.

• Initial Complaint

  Date:07/19/2022

  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.

  We purchased this home on 12/15/20 and gained occupancy on 2/15/21. We have been dealing with plumbing and electrical issues since then and are just now getting to the windows. Our home has more than 14 CWS vinyl, high impact, low E windows. We have been told by CWS that because we did not transfer ownership with them within 30 days of moving in that we have no warranty. Two of our windows (upper & lower sashes) are very clouded and unsightly. NO ONE in the Florida Keys has owned up to being a dealer for CWS. An estimate we received from an independent glass shop was over $1000 per window.

  Business Response

  Date: 08/22/2022

  Business Response /* (1000, 5, 2022/07/20) */ The CWS warranty is very clear and consistent with other manufacturers. The warranty is transferable once from the original purchaser. For the transfer to be applied, The new owner must provide the transfer paperwork within the first 30 days after the purchase. From the comments on this complaint it sounds like they are 17 months past the purchase. I have also attached a copy of the CWS warranty. Consumer Response /* (3000, 7, 2022/07/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Ok. I understand about your warranty. It IS stated on your website. It just wasn't on any papers the previous homeowner left us after they were installed on 2/26/16. What would it cost to order just the replacement glass from you? THEY ARE CLEAR IMPACT INSULATED LOW E. 2 @ 29 7/8 × 21 1/2 × 7/8 2 @ 32 1/2 × 21 1/2 × 7/8 OR, WOULD IT BE MORE COST EFFICIENT TO ORDER THE TOTAL WINDOW? When I called CWS in Ocala FL several months ago I was told you no longer do business in the FLORIDA KEYS. So these would have to be shipped. Can you help me out? Business Response /* (4000, 9, 2022/07/26) */ I would be more than happy to help you. Contact me directly via my email and we will do what we can to help.