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:01/08/2024

  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.

  In 2017 Dura Sash installed Impact Windows in my home. These windows have a Lifetime Warranty as stated to me when I received my price quote and as advertised on their web site. Six months ago a window seal between the panes failed allowing condensation to form between the panes. I contacted the company and they said they would order a replacement. I have contacted them on: 9/25/23, 10/3/23, 11/3/23, and 1/3/24 to ascertain the status of my warranty replacement and I cannot get them to respond. I want to know when they are going to replace my window or if they are not going to honor the warranty that they promise their customers.

  Business Response

  Date: 02/07/2024

  ******,

  Firstly, please accept our sincerest apologies for the inconvenience and frustration caused by the delay in addressing your window warranty replacement. We deeply value your loyalty as a customer, especially considering that we have serviced your needs in the past.

  
  Your experience does not align with the high standards of customer service we strive to uphold at ********************. We understand the importance of honoring our commitments, particularly when it comes to warranties that provide peace of mind to our valued customers.

  
  Rest assured, we are fully committed to resolving this matter promptly and ensuring that your window replacement is completed to your satisfaction. We acknowledge your multiple attempts to reach out to us and regret any communication lapses that *** have occurred.

  
  Please allow us the opportunity to rectify this situation immediately. Our team is actively working on expediting the replacement process for your window sash and the order for it has been placed. You can expect to hear from us within as soon as the replacement sash is delivered.

  
  Once again, we extend our heartfelt apologies for the inconvenience caused and thank you for your continued patience and understanding. Your satisfaction is our top priority, and we are dedicated to ensuring that you receive the quality service and support you deserve.

  Customer Answer

  Date: 02/08/2024

   
  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:05/25/2023

  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 signed a contract with **** from Durasash to replace 14 windows which 3 tempered glass for bathrooms for a total of 12,385.00.2 of the windows came tempered and the other obscure, **** told me that he ordered it and he would come and replace it when the window is shipped to his warehouse. I kept calling him and ******** he never returned my calls, but spoke with ******* and she gave me a date for the installation, and never saw or heard from anyone. So I called and left many messages without response. One day I had a friend called ******* right after I called, she answered, and told me that she would put a check the same day for the refund that I requested, but never received any check yet, and refused to answer my calls. These people are not trustworthy.

  Business Response

  Date: 07/24/2023

  ********, I am sorry you feel that way. You received all your windows, one of them came in from the manufacturer without obscure glass (zero relation to tempered glass). We re-ordered the replacement glass for this window through the manufacturers service department highlighting the error that the window was to be obscure. Upon delivery we found manufacturing sent us the replacement glass with the incorrect specs. Even though we already paid the cost of this glass up-charge (obscure) to manufacturing on the original order, instead of submitting their mistake again through their service department like we had the first time (normal not-family-owned business procedure) we submitted a whole new order for just your glass and took an additional $300 hit (not including the cost of labor and install expenses) solely to appease you. Regardless, business is business and customer service is paramount to us, so on top of all this, we still offered you the option to either wait 2 more weeks for the replacement glass to be delivered or $150 back, which is all we charged you for this glass to begin with. Three days prior to this complaint, you chose to get money back instead of waiting and so we put the check in the mail. I am sorry you feel as though you have not been compensated in the timeframe you wanted, we cannot control the speed at which the mail is delivered to your home address. We do know you had received the check because it shows it had been cashed. We are THE most honest and reliable business, and being family owned and operated is a large part of why we are just that. We have not, nor have we ever taken advantage of anyone, any neighbor, any local homeowner, no one. Were not salesman, were contractors, were neighbors, were local and we deeply care about all our customers and our local community.