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:05/08/2023

  Type:Order 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 signed the contract on March 9 and paid $5475 upfront for 10 windows to be installed, with $5475 due upon completion of the project. We were told this was a promotional deal with 35% savings. The salesman that came to the door told me he only had 2 appointment dates available within the next ****************************************************************************** we would miss out. We have a very busy schedule and ended up cramming the appointment in and ultimately felt extremely high pressure to take action during the initial meeting. I contacted the company by phone to see about canceling the contract as we were just notified that we owe $20,000 in federal taxes. In addition, my husband is on the cusp of a merger and will likely be laid off. *****, the project manager, asked ** to submit a letter of reasons why and she would submit it to corporate. *************************, Director of **************** and Public Relations, emailed my husband with an agreement I did not agree to which seemed to be even more challenging for ** to manage. In the new proposal, we have to pay more money just to get the windows installed and then break the rest up into 3 payments of $912 dollars. For **, $912 for payment is not reasonable or conducive to a reasonable debt-to-income ratio. They are willing to put ** into financial hardship for a deal that is not even competitive with other companies in their industry. They overcharged **. They used high-pressure tactics. We are incurring a financial situation and they are unwilling to have any compassion. Any help or guidance you can provide would be greatly appreciated.

  

  Business Response

  Date: 05/09/2023

  Good morning ***************************, 

  Thank you for taking the time to provide your valued feedback and to explain, in greater detail, your perspective. As I'm sure you're aware, our windows are a custom-made product which are produced specifically for your home and unusable in any other capacity. For this contract, dated 3/9/2023, our company has incurred thousands of dollars in expenses in both the procurement of your order but also to our manufacturer to produce the custom windows that we now have in our warehouse. Our intent was to work with you in good faith, and even to go outside of our normal protocols to create a solution. By calling the number on your contract, we were able to speak with your husband, *****, who described your family's financial situation and led us to believe that he was speaking on behalf of your family. Through this discussion, we offered a mutually beneficial solution, with the intent of completing the work on your contract, but also to prevent your family from losing the down payment money which became non-refundable back on 3/13/2023. As you know, we offered to break-up the remaining $5475 owed and actually provided tremendous flexibility on exactly how much and when that would be paid out. No additional fees or money was added. It was your husband that suggested the monthly payment of $912.50, not us. When half of the remaining balance, or $2737.50 was received, we would install your windows and then move forward with the same payments until the balance was satisfied. We also offered to store your windows in our warehouse in the interim for free. To be clear, we were, and still remain, agreeable to an installment plan that better fits your unique circumstances. These are not standard finance options, and we wouldn't normally store an order of windows in our warehouse for several months, but we do value our customers and are willing to bend our normal protocols or procedures to accommodate you. Please free to call or email us to discuss this further. We appreciate your business, and our team stands at the ready to help in any way we can.

   

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20022331
  
  I am rejecting this response because:  my husband and I are getting divorced and we cannot afford these windows.  
  
  Sincerely,
  
  *******************************