Complaints

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• Initial Complaint

  Date:12/12/2024

  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.

  My first call to them was October 16. They said they were sure they could fix my window and probably in a maximum of two weeks. I had to pay $195.00 to secure the appointment. This transaction processed October 22. Subsequently, they told me the repair would cost $388 and would require a deposit of $194 additional to what I had already paid. it was supposed to take two weeks. At the end of the two weeks I called and was told the parts were due in that day and they would call to schedule after they arrived. It took till November 25th for me to have an appointment for the repair between 1:00 and 3:00. They never showed. Never called. When I called them, the lady in the office admitted they wouldn't make it out at all that day. Repair was rescheduled for December 2, same time window. Again, the two hour time window on !2/2 came and went with no arrival and no call. When I called the office again, the woman was apologetic and said she'd try to find out where they were. I waited ten minutes, called again. She still didn't know anything. Eventually the serviceman called and told me he'd be here is around 20 minutes. They did arrive and I showed them into the room and after some time, I checked on them. The service guy was, I think, on his last nerve. He had gotten the 3 replacement parts I didn't really need installed but was having trouble with the last one; the one that had been the source of the problem. He literally bellowed at me that they were about to pack up and leave and made disparaging comments. However a half hour or so later, he was all smiles and said except for a small white plastic part that had broken during installation, all was fine. Unfortunately, the office would apparently prefer to refund my down payment than complete the job. I would so very much appreciate the opposite.

  

  Business Response

  Date: 12/16/2024

  Unfortunately, Zager did not supply this original window to you.  We were simply responding to a service call trying help fix your windows that were over 20 years old. The original manufacturer has been out of business for over a decade. We attempted to find you after market repair parts we discovered that the window was just too old to service.  We have issued a refund to the customer for the parts/labor that we received a deposit for.  The parts were delayed in being shipped and we were not made aware of the delay.  If the customer would like a new window she is more than welcome to call us for a quote for a new unit with a lifetime warranty.  Additionally, we feel as though we responded in a timely manner especially after two hurricanes. We were responding to many customers at the same time with seriously damaged properties.  We try to give every customer a 5 star experience.

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22677600
  
  I am rejecting this response because:

   

  It differs from what the serviceman onsite told me. 
  
  Sincerely,
  
  ******* *******