Complaints
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/10/2023
Type: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.
I purchased Pinnacle Clad window package from my local authorized **************, the windows were late by a month on average from the timeframes produced by the mfr. This caused delays and costs associated with the windows not arriving on schedule. I would have ordered other brands if I had known I would be mislead. The product was delivered damaged. Not sure if this was done on Windsor delivery truck, dealer truck, or at the factory. Also, damaged wood from poor nailing, holes not filled as paid for, broken wood parts, etc. Very poor QA by factory. I requested my dealer get these fixed on my behalf. Was told Windsor ******************************* either doesn't respond, denies any warranty work. Lastly, their warranty is quite misleading. They state they do not do any labor or reinstallation of faulty products. Thus, they only ship parts, parts only. This is not a normal warranty for a window mfr. I wrote them a letter explaining all the issues with the very expensive window package and received zero responses. I sure cannot recommend a company like this as there is zero customer service after the sale.
Business Response
Date: 11/21/2023
My name is ************************* and I am the Customer Support Manager for ***************************************** & **********************. ***************************************** & ********************** is aware of the claims surrounding product damage related to shipping and handling, as well as the customers concerns in regard to nail holes not being filled, and parts being broken. Windsor is providing replacement parts where appropriate and touch up paint to the distributor that the customer purchased the product from in accordance with our warranty guidelines. Arrangements have been coordinated between Windsor's local Regional Sales Manager and the local distributor for labor on these issues. Windsor has not denied any warranty coverage in regard to this project to the best of our knowledge.
The customer is correct that the ****************** warranty does explicitly exclude labor coverage unless specifically specified within the document. Windsor reserves the right to provide labor coverage at our discretion. This is a standard practice across the Window industry and in-line with Windsor's direct competitors.
In response to the customers claim of having submitted a letter to Windsor outlining their concerns, Windsor has checked with multiple individuals within the company, and no one has received this communication. If the customer would like to resubmit this letter, it can be sent to ********************************* for review.
Initial Complaint
Date:06/19/2023
Type: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.
We bought windows in Sept 2020, we have still not received screens for the windows. It is now June of 2023.Business Response
Date: 12/28/2023
The service and warranty department for Windsor Windows & Doors does not have previous knowledge of this customer or their issue. A ****************** representative will be reaching out to this customer within ****************************** resolution.
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