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:10/24/2023

  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 received a ***** through Neighbor Works, and got new windows. The installment was started in the last days of June, left my home in shambles. Emailed owner, no response. On July 3rd company came to complete job, employee broke into my home ( police report filed). Again, emailed owner, no response. Late in August ******** came to finish job. Shutters were put on upside-down, and I had a terrible leak, with first rain storms. Emailed owner again, no response. Now I have sever damage to my home, window company tried to blame roof. Had roofing company come out, not the roof. Back to the windows, have had several companies come look, still the windows. City creek glass, refuses to take responsibility. I have several windows that either get stuck open or won't open at all. I just want my windows fixed, properly and all the damage to be fixed.

  Business Response

  Date: 10/25/2023

  Hello, our line of communication for this customer is through ************** *********. As a company, In the nearly 8 years of business we have never been in a situation, where a customer has submitted a complaint to the ********************. It is unfortunate for all involved. We have done many jobs over the years with Neighbor Works, and it has in general been a pleasure doing these jobs. This specific job has been challenging. Scheduling because of work we have, and the availability of the customer as well. We often start jobs that are not completed in the same day (depending on the amount of work, the qty of product being installed, the weather, employees calling in or sick, and or customers being sick, busy, or out of town) An employee who is no longer with us, did knock on the door to see if anyone was home to ask if he could charge his battery for his drill, when they did not answer, he did open the door, without permission. (City Creek Glass does not permit our employees to enter any customers home without the Owners permission.) That very employee was let go by City Creek Glass not long after this occurred. The employee running this project for City Creek Glass, has been to the jobsite on several occasions, trying to address customers concerns, We also met with ************** ********* at the jobsite twice, to address the customers concerns together. Inspecting the windows, installation, caulking, and existing parts of the home, siding, j channel, roof, and drip rails. Representative for ************** *********, asked our Employee running this project to sign off on completion of project. "As far as I am concerned, City Creek Glass work is complete as far as the punch list goes, we will get the roof inspected" (his words). with that said, we have been in contact with Neighbor Works several times after inspection. We were told that the customer would be reaching out to have other window/glass companies and or roofing companies, come to inspect and give a 3rd party inspection. We were also told that one of the other companies on inspection, said the windows looked installed correctly. (told to us by an Employee of ************** *********) we were asked at this point to give customer time to contact others for inspections, so that the referral was not bias. We understand things do not always go as planned, and try to do our due diligence to alleviate problems. If other parties have inspected the project, why have we not been contacted, by the customer or ************** *********, on what the resolution is?  We also have text from customer, using profanity on several occasions, and threating words. Texts or emails can be uploaded if desired.