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: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.

  see Attached document

  The door was installed with a chip in the corner, the storm doors seal failed the day of install. All three windows are very hard to lock and unlock. The company refused to come out, requested pictures and stopped returning calls after several weeks of calls.

  The company attempted to blame the manufacturer for the windows not sealing. As of today all attempts to fix this have failed. 

  

  Business Response

  Date: 01/09/2024

  I apologize, I was not aware of the situation. I will look into this immediately. I will have a service created and a service appointment scheduled.

  Thank you,

  **** ********* 

  

  Business Response

  Date: 01/09/2024

  I do have additional information. The door problem the customer is experiencing was turned into the manufacture for a warranty claim. The manufacture contacted the customer and the customer is unhappy with the manufactures response.

  The storm door sweep was ordered through ****** under warranty on 11-7-2023. We have contacted ****** the manufacturer to see if the factory rep can go look at the door.

  We will have our service rep look at the windows to see if any adjustments can be made. We will also contact the manufacturer again to find out the status for the factory rep visit.

  Thank you,

  **** ********* 

• Initial Complaint

  Date:10/16/2023

  Type:Customer Service 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 have started this matter prior to Covid 19. My window will not stay up. I have to prop window open. Just needed a spring replaced but was told by ***** more work needed to fix. He came after many calls, could not fix and was told another repair person would come but never did. After many calls, no responses (talked to ****, *******, *****). My husband, *******, called and tried to get info on parts needed to fix window with no cooperation. When we signed contract we were told no problem regarding customer service since company located in Peoria and we reside in Coal Valley. This was a huge selling point.
  ******* insured me someone would get back to us but Covid created delays. No one returns calls!
  All I want is my window fixed.

  

  Business Response

  Date: 11/03/2023

  We do apologize for the complaint. The customer did purchase windows in 2016. The windows were manufactured by ***** ****** *** ***** The customer receives a Manufactures warranty and a 2 year labor warranty from Cronkhite Home Solutions. The customer had a service request in 2021 concerning a window that won't stay up. We sent a service technician to their home. The shoe that holds the balancer needs to be replaced. Unfortunately, ***** ******* (the manufacture) has gone out of business and we have not been able to locate the part. We are still trying to locate the part, but i am not sure how much hope there is of finding this part. We will be more than happy to notify the customer in the future if we can find the part. Since the manufacture has gone out of business are hands have become tied in this matter.

  Sincerely,

  **** ********* **

  Customer Answer

  Date: 11/07/2023

   I am rejecting this response because:

  Received an estimate for another window.  Cost is $800 This is costly for a broken piece to keep window up.   If Cronkite will help with this cost,that would be acceptable.
  

  please advise

• Initial Complaint

  Date:04/29/2023

  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.

  We had our siding and windows replaced in Dec 2017. Within 10 days we had to have them back out because the siding was falling off. This has been a reoccurring problem. I reached out in March of 2021 with no response again in May 2021 with pictures. Reached out again April 2023 because now the siding has actually fallen off the house. The response I got was I will pass this on. All we want is for the siding to be fixed properly or replaced if that is what needs to be done, we paid over 18,000 to have this done and it was never correct at the beginning but we were told it is fine. We just want the siding fixed

  

  Business Response

  Date: 05/02/2023

  We installed new vinyl siding to this home in 2017. The home is located in the country and is susceptible to high and strong winds. We have completed service calls for wind blow offs in 2019, 2020, and 2021 at no charge. During last service that was performed in 2021 the homeowner released a large pit bull into her yard while the service man was present. The service was completed but the service man refused to go back and their customer file was notated. The customer called in again on the 27th of April, 2023. We have had stronger winds than normal this Spring. She informed us that some of the siding has blown off. We informed the customer we need pictures for evaluation and that there would be a $75.00 trip fee as her job was completed in 2017. We provide the manufactures' warranty as well as a 2 year labor warranty in which we do not charge even a trip charge during that 2 year period of time.  When there is a problem with the product. The problem could be related to a manufacture's defect, a installation defect, or an act of God. In the event the problem is a Manufacture's defect, we gather all of the information needed in order to either file a claim or help the customer file the claim. In the event it is a installation defect, we will provide the correction at no charge for the 2 year period from date of original installation as the contract states. In the event it is caused by an act of God, we work with the customer's insurance company to help them to become whole again. We asked for the pictures to be sent for evaluation and informed the customer there would be a $75.00 trip charge to come out and she became upset with the trip charge of $75.00. I am going to attach the picture the customer sent. It is apparent that the wind penetrated the overlap of the seams completely up the gable and ripped the siding off the house. In our opinion this damage has been done by an act of God. We will provide the customer with a free estimate for the replacement of the damaged siding. The customer has the right to turn the estimate into there insurance company or pay for the replacement. We will be happy to help in either choice the customer decides to make.  We will be forwarding the estimate in writing to the customer this week and there will not be a service fee or trip charge for the estimate. If the customer elects to have us come to the home there will be a service fee or trip charge that will be included in the estimate for the insurance company.

  Customer Answer

  Date: 05/02/2023

   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. I want it noted that the service call in 2021, no body came out that day because the siding never got fixed. They said the homeowner let the dog out and no one was home that day that the employee said he came out and fixed it. I will talk to my husband when I get home because at the time the siding was put on the house it wasn’t done right. That’s why they’ve had to come out so many times. We’ve tried to get a project manager to come out and speak to us and no one returns our calls. 

• Initial Complaint

  Date:02/02/2023

  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.

  I signed contract for installing Wooden Fence and replacing all Windows on 09/10/2022 (Saturday), with Business and same day I gave them a deposit of $6,000.00.. . Salesman gave me with contract's copy a Notice of Cancelation which says that contract can be canceled within 3 Business Days from 9/10/2022.
  Also, it says that to cancel, I need Mail or Deliver Signed and Dated copy of cancelation Notice to the Business. At that time, I lived almost 200 miles away from this house that I bought, so I used mail to deliver my Cancelation Notice signed on, 09/13/2022. Since 1st business day after signing a contract was Monday 9/12/2022, my deadline to cancel (to sign and mail) was 11:59pm of 09/14/2022 but date to cancel was filled on a Notice as 09/13/2022. I signed it on eve of 9/13/2022 and I put it at USPS Collection box on 9/14/2022 after work, (at evening), so i should be pickup by USPS next day 09/15/2022.
  When I asked for refund of my $6,000.00, Owner - *** **** ********* **., wrote me letter stating that since He received my Mailed Notice with post marked date of 09/17/2022. and since Business "endured" expenses related to a Contract, He refuses to release my Deposit of $6,000.00.
  Business' Notice of Cancelation form doesn't ask for any Special Mailing Service to be used and/or doesn't say anything about USPS Post Date stamp to be considered by Business as formal Cancelation Date, for that reason, I used Standard Mail Service by dropping My Cancelation Notice into nearest USPS Collection Box. Owner of business simply ignores my messages (both by voice mail and by his secretary), asking him to call me in person to discuss this matter. I asked a local Attorney to ask Business in writing for releasing my deposit, since I did follow Business' instructions within Cancelation Notice - (Sign within 3 business days and Mail), but Owner refused to discuss it with him. Attorney is asking for too much money to file a Court Claim, so I'd like to file a Complaint with BBB.

  

  Business Response

  Date: 02/02/2023

  These statements by *** ********** are not accurate.  He did enter into a contract with us for a fence and windows on the 10th of September 2022. *** ********** did not try to cancel until the 17th long after the cancelation period had expired. The envelope received by us was post marked the 17th. We also have copies of the text messages back and forth between the salesman and *** ********** in which the details and arrangements of the installation of the fence were discussed as materials were ordered and installation was being scheduled. At no time during these communications did *** ********** express or communicate a desire to cancel before the 17th. I did communicate in writing with *** ********** on 10-4-2022. I also communicated in writing with his lawyer on 11-1-2022. I received communication from his lawyer stating on 12-12-2022 letting us know that *** ********** was willing to settle the matter. We generated an email correspondence to *** ********** immediately on that same date. This email was sent to *** ********** and cc to his laywer.  I will attach each letter that was sent as well as the email.

  We have responded in good faith to both *** ********** and his lawyer whenever contacted. We have not been contacted by *** ********** or his lawyer since that date. In fact we have been waiting patiently for his response. We ask that all future correspondence is done in writing for the protection of both parties so that all communications are documented and proven. I would hope that would eliminate any of these false claims.

  **** ********* **

  Customer Answer

  Date: 02/03/2023

   I am rejecting this response because:
  
  Hello,

  I just ‘d like to give more facts that due to limited character’s nof 2000, I could not include within original Complaint description. Within the only response of the Business Owner (I made at lease dozen formal requests to contact me0, He states the Business had “expenses” related to my Contract. Well it can’t be true, since Hpme Improvement Company never places any orders of materials , until an Installer makes an appointment to confirm all measurements (since salesman could make a mistake), and no such appointment was made with me. The only thing that was done for me was sending their Salesman for an Initial Sale’s Appointment that Business advertised to be free. Owner is simply ignoring the fact that he doesn’t follow a legal wording (that I follow, word by word), within his own Notice to Cancel form. So why they even bother to include one within Contact? I’m looking forward to hear from you regarding this matter and I’m willing to pay BBB any fees that may be related to their help.

  Thank you,

  ****** **********
  

  

  Business Response

  Date: 02/03/2023

  This is not correct. I have already attached all of the documents for proof of everything stated. We also have copies of text messages to and from the customer and salesman on that Friday after the cancellation period expired discussing the ordering and scheduling of the job. 

  We have offered to put the initial payment towards the rest of the window order. If that is not acceptable we reserve the right to protect our financial interests in a court of law.

  Customer Answer

  Date: 02/06/2023

   I am rejecting this response because:  I am rejecting this response because: Cronkhite Home Solutions made 2 responses but, in both cases, they are just reconfirming my main reason to for this Complaint here at BBB web site. My reason again, is that Contract's Notice of Cancelation Right Legal Language and its Instructions are clear and simple. To cancel, I was instructed by That Notice, ... "Document Quote - last section of it", ... To Cancel, Mail or Deliver a signed and dated copy of this Cancelation Notice" or any other written notice, or send a TELEGRAM to Cronkhite Home Solutions..., end of quote. I follow these instructions very carefully, without adding or removing anything from that Legal Document, but business keep saying that because my mail to them was received as a Standard Mail with Postmark of 9/17/2023 and because Mr. Cronkhite considers such Postmark, not an actual date on the form next to my signature.
  within all his statments, He just confirms that his both responses reportingly without providing any additional explanations or reasons for his actions. Also, this site shows that he submitted 12 copies of documents, but I'll like to point out that it is really only 3 documents uploaded each 4 times.
  The only new information in his Statements was that he sent me an email on 12/12/2022, with his own Offer to Agreement. I did apologize to Mr. Cronkhite and explained to him that....
  1/. Quote from my email to Cronkhite sent 2/4/2022, "...this email was overlooked and never responded to because JUST for Your information, I’m fighting a lung cancer (that’s why I did need a fence for my Service Dog asap), and around Thanksgiving last year, I had to take some chemotherapy sessions. That was very stressful and painful alone for me, so I had to withdraw from following on the matter or on a house fixing issues."... end of quote.
  2/. I explained to Mr. Cronkhite, that his offer was related to proceeding with the contract with window installation and as I'm sure he had noticed by now offer is irrelevant to my complain, since I did cancel His contract properly and I'm asking for my $6,000.00 deposit refund, not for window installation.
  I'll upload my emails from 2/4/2023 where I tried to be very reasonable and by, at 1st. proposing to let him keep 10% for any possible expenses related to this sale. In return he stated that since his company paid for materials, commissions, made scheduling with installers etc., my proposal won't be accepted. In return again, I asked him for scanned copies of receipts and invoices so I could hopefully let them keep that amount instead and return the balance to me. I understand that no Company pays any sales commission if sale gets canceled, materials (if it's true statement), can be fully returned and refunded and if there are any expenses, I offered to cover such. I also asked for copy of Cancelation Notice envelope's Postmark of 9/17/2022, but OfCourse my requests were ignored. He didn't submit any copies (not here nor to me by email), of his expenses, invoices and Envelope's Postmark.
  I also explained politely to him that, if Postmark he brings up all the time is real (i never seen that), why it could be possible, but it was ignored again. I'll upload also a script of my 9/16/2022 texting with a Salesman, that clearly, I was asking to be called in person, but salesman did not call, nor he mentioned that all the work mentioned by Mr. Cronkhite was already happening. He replayed to me just once in whole day by saying at 10:48 am "... let me look into it" and OfCourse, he never answered his cell when I called him several times after work that day. I tried to politely explain to him that, for $6,000.00 (if not released), he is risking negative feedback for his business that I 'd attempt to place at any allowable Customer Protection Agency's website.
   I could not be more explainable, polite and reasonable during our email negotiations regarding this matter, but Mr. Cronkhite refused any financial negotiations and instead he just did talk about completing the contract that was legally canceled by me. 
  For all reasons above, I still would ask Mr. Cronkhide to make a reasonable offer related to refund my full deposit or if he's not willing to do it, I'd still like a right to place a formal Complaint Here at BBB Cronkhite Home Solutions not following state's instructions written withing Right to Cancel Notice. Again, once I sign and put in mail my notice, I have no control of when they 'd process my mail. If he considers Postmark on the mailing as a formal cancelation date, He should modify a language within Cancelation Notice and disclose it to Customer at time of signing a contract. Also please note that the date provided to me on Cancelation Notice was filled wrong and was shorter by 1 day, (30% of time short) and since Mr. Cronkhite is not agreeing to it anywhere, I do thing that it may be standard company procedure to provide 2 business to cancel not 3, and if it is standard procedure for Cronkhite Home Solutions, then I'd like to bring BBB's attention to it as well. Thank you for this opportunity.
  As mentioned all the above information is in today's uploaded supporting documents.
  

• Initial Complaint

  Date:09/24/2022

  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.

  We purchased new windows, sliding doors and had both decks on our house torn down and rebuilt. At that time, approximately 2-3 years ago, we were promised a lifetime guarantee/warranty on all windows, doors and decks, against certain wear, tear, and usage.
  
  From the beginning we had them out to repair parts of the decks five times within the first month. The workman were not professional and were rude to my wife enough to make her cry. The last visit I was home and the owner came out with his crew to fix issues, but it was not done satisfactory so at that time I asked them to leave and fixed issues myself.
  
  Since then we have had several issues arise from torn screens, bad deck angles, boards warping and popping up from the structure. We did call and some one came out and measured for new screens and noticed some of the ballasts were not working correctly and he would order those parts. He was told yes, they had never worked properly, but no one had been out to fix them. That was approximately 6-8 months ago.
  
  We received the screens and I was told I had to put them in myself. (warranty issue, but I am doing the work) I then called about the warped boards, more torn screens that were found and I heard nothing. Having called at least 4 times with no response, I was finally able to get the owner on the phone. He told me the windows the business that made our windows is out of business now and these windows require a special screw to adjust the ballast. He said he has been unable to locate this screw anywhere in the United States and we will have to continue to wait. I find this difficult to believe and extremely frustrating.
  
  We feel the workmanship, professionalism and customer service is extremely lacking for the amount of money we paid to them. ($30,000 total) If they were only responsive and acted on the warranty that was promised, we could understand. We only want the warranty fulfilled and material fixed properly.

  

  Business Response

  Date: 09/27/2022

  We are sorry that Mr. **** feels this way. On Thursday September 22nd, Mr. **** contacted me on my personal cell phone. He was inquiring about someone coming out to make the adjustments to the balance mechanisms of his upper windows. I tried to explain that we were still trying to acquire an after market set screw that increases the tension on the balance shoe and would stop his upper sash of his window from self closing. Mr. **** was extremely rude and argumentative. I tried to explain to him that we were having difficulties because the manufacture ceased operations due to the COVID-19 shut down. (They unfortunately, where located in Pennsylvania. The governor of that state deemed that there organization was not essential. They had to cease operations after failed attempts to appeal the ruling). I tried to explain that there are several different sizes and shapes of the shoe for the balancer so i couldn't just go to a hardware store to obtain. That was not acceptable to Mr. **** and he continued to be argumentative and demeaning. He then threatened to call the BBB and hung up. I tried to call him back and he would not answer.

  Mr. **** contracted with us in the Feb. of 2018 for his deck which was completed in March of 2018. His window project was ordered in April of 2018 and completed in July of 2018. Mr. **** was provided with his Manufactures Warranty through Thermal Windows after the completion of his project. We provide a workmanship warranty for a period of 24 months. We continue to provide repair services for our clients as long as they own the home. This repair service is a courtesy we provide to our clients whether the repair is from an Act of God,  Physical damage, or a Manufactures defect. In most events there will be labor or trip charges that the homeowner will be responsible for. It depends on the Manufactures Warranty (as we do not write the warranty). As a courtesy, we will file warranty claims on behalf of the client if they wish. They have the right to file the claim themselves. This extra courtesy is not a contractual obligation. As a courtesy, we even paid for the shipping of his last screen warranty claim. Again a courtesy not a contractual obligation.

  We sent a formal letter to Mr. **** on Thursday the 22nd of 2022. We informed him of his warranties. We included the warranty for his screens and instructions on how to file a claim. We also informed him that we would no longer provide that courtesy and that he can pursue any warranty claims in the future by following the instructions put forth by the manufacture. I also informed him that any future communications must be done in writing as we were marking his customer record as a "Do Not Call" and "Do Not Email". He would only be receiving written and mail delivered correspondence from us in the future.

  I am sorry that Mr. **** handles himself in a way that stops us from continuing to provide any of our courtesy services.