Complaints

This profile includes complaints for Caldwell Glass's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Caldwell Glass

  478 E Lake Creek St Meridian, ID 83642-4661

• 

  Caldwell Glass

  PO Box 564 Meridian, ID 83680

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:01/31/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Order Windows and Sliding door in April of 2022 for one of my rentals in Caldwell. Some of the windows came in and were installed at the rental in October 2022. The two items that were missing was the sliding door and one window. When I attempted to contacted, via business telephone, towards the end of the year to find out where the sliding door and the window would l be replaced. Caldwell Glass voice message, stated they sold their business to Treasure Valley Windows. Treasure Valley Windows left a message, letting me know, they are going out of business due to their suppliers. I have emailed them, about 10 times and called about 50 times, but voice message was full and couldn't leave a message. I also mailed them a letter with estimated invoice from another company to finish the installation of the sliding door, which Caldwell Glass does have, since Caldwell Glass was not able to do the installation of the sliding door they are holding due to them having to layoff all of their work force. I still owe them some money, which I more than happy pay, when the job is completed. I am working with another company to complete the work, so I will be deducting those costs from the balance of Caldwell Windows with the 20% off, they promised due to waiting so long and senior discount. I could share all of the correspondence of my MANY attempts to make this right for both of us. I don't want them to try to place lien on my rental property or something crazy like that, as I just need the job completed. I want to get this completed and get everyone paid. Thank you!!!!PS: The attached final balance, will need to be adjusted, if Caldwell Glass doesn't deliver the door by February 13, 2023. It will be like $700 less than the attached balanced owed.

• Initial Complaint

  Date:12/08/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 gave a deposit of **** dollars on 6/12 ,it took 4 months to get my windows in they have installed 3 of 11 windows and their installer kept saying the windows weren't the ones ordered , now they sent me an email telling me they may go out of business, I've been waiting 6 months ,I just need mu job finished or a refund excluding the 3 windows they have installed I also have pictures of the installed windows, not very professional

• Initial Complaint

  Date:11/01/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On 08/22/2022 I ordered and paid cash ($127.00) for a double pane single glass insert for a slider window. I told them that I needed the glass as soon as possible due to the fact that the hole in my wall was open. I was led to believe that the window would be available in about 2 weeks. 2 weeks past and I called and was told that the window was not in yet. I was told that they were having problems getting glass. On 09/23/2022 I again contacted Caldwell glass, now relocated in ************. I was told that they had no record of the purchase. I volunteered to fax the invoice to them. I faxed the invoice and called them back. I was told that the pane was not in, and they have a lot of files missing from the move to Meridian. I told the person that I would call back later, if the pane was not in, I would have to make other arraignments. On 09/24/2022 I contacted Superior glass in Caldwell, ID. I asked them if they were having problems getting glass. I was told no. I asked them how long it would take to get the windowpane I needed. I was told that a few days. I ordered the glass from them. On 08/30/2022 I received the glass. from Superior Glass. On 10/24/2022 I called again talking to the person that answered the phone. I was told that the glass was still no in. I ask how much longer. I was put on hold. The person told me that the manager thought that he had enough glass and maybe it could be made in shop. I told him that maybe was not a good answer. I requested a refund for the glass. I was told that he did not have the authority to make refunds. I was transferred to his manager. I was giving all kinds of excuses about the window not being available. I informed him that I had a replacement pane from Superior Glass. He told me that he was having trouble getting glass. I asked for a refund. I was told that I would only get 50% if cancelled. I cancelled and demanded a full refund After several minutes of argument I informed him that I was done arguing.

• Initial Complaint

  Date:09/26/2022

  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.

  Caldwell glass met me at our house where we are replacing windows, back in March 2022. They provided and estimate/proposal on April 1. I went to the business and put half down so we could move forward with the work. The business took payment for windows/glass on June 26 2022. Total payment was $1052.26 (half the total) was paid check and has cleared. (I have the proposal **** and invoice ****). They said to expect the glass to take 1-3 weeks to arrive and the windows would be **** weeks. I called the last week in august and was told the window was in, but was waiting on the glass. I have since called every week and they have not given me any indication the windows are even on the way. They continue to say its up to the suppliers. They have said the windows are ordered, but cant control the suppliers. They told our potential renter today they were still trying to work with suppliers to order and ship the glass and the window was not in. My husband and I went to the store today and it was locked. I called and spoke with ******. I asked to meet someone to resolve this and they said they no longer have a store front and are changing their name to treasure valley glass. I asked how they were working without suppliers shipping any glass/windows? He also said all other employees were on vacation. I am afraid they are taking our money, not ordering our windows, and not going to return or refund the money. I would like our money back if they cannot provide the services and product in the time they indicated. Today I spoke with ******, he said the owner was ****. I asked for his number, and was told he was very busy and was not able to share his number. I am unable to rent our residence until windows are replaced. I called another local glass company (Complete Glass) and he indicated it is currently only taking suppliers 3-4 weeks to send glass and or windows. He also said there are only 3-4 main suppliers of glass so most all companies use the same distributors.

  Business Response

  Date: 09/29/2022

  Caldwell Glass/Treasure Valley Windows has no control over our suppliers. Once we order a product and it is in their system, we have to pay for the product. This is true even if they delay the shipment or we have to send it back to be re-worked. This is the reason that we warn customers up front that this is a non-refundable deposit and that we cannot guarantee delivery times. We have had some orders process much faster than others and there is not a logical reason as to why. 

  Part of the reason the owner is so busy is that he is constantly trying to find new vendors who will be quicker and more responsive in today's market. This is why he is usually unavailable.

  Due to the fact that the customer was told up front that the deposit was non-refundable and that we couldn't guarantee delivery times, the request for a refund is denied. We have customers who have had to wait longer and they've gotten taken care of as soon as materials have come in. We will prioritize completing this job the minute that we receive the product.

• Initial Complaint

  Date:07/26/2022

  Type:Product 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.

  Im a customer. I ordered two insulated ******************** units from Caldwell Glass, in Caldwell, Id. On 5/20/22, made payment of $155.06 fifty% prepay to order. Still no glass after two months. Ask for refund ,they say its non refundable deposit. And they wont even tell me when it will be made. Supply issues. Why cant they refund $ and cancel the order?

  Business Response

  Date: 07/27/2022

  When we sent the customer the proposal, it very clearly stated that the deposit was non-refundable. We cannot help what happens with our suppliers and we are diligently working to resolve several issues we've had with them in the past little while. The reason for our non-refundable deposits is that we are charged when we place orders with our suppliers. Cancelling the order means that we still owe the supplier for that order whether we have those supplies delivered or not.

   

  On another note, this customer was so rude and belligerent when he came in that our office staff was concerned that he might become violent. While we're not happy with the issues we are having with supplies, we have to approach these things in a professional and calm manner. We would appreciate the same level of understanding from our customers. Threatening staff or acting in ways that appear threatening will not be tolerated.