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Business Profile

Windows

Terry's Discount Windows & More, LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:04/18/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Noticed ceiling wet ************* drip down my wall which is the center point of where roof is Nov,2024. I called ******* & talked with **** ******. He sent an employee out, I think named *****, and he tore off old seals around my roofing pipes resealed them and also an open spot on the peak of roof. I called Jan,2025 said spots worse. ***** sent J&B West Roofing out on Feb 10th,2025. Finding: Not roof issue, pipes coming out of house must have come apart in ************* Does not explain why 6 spots and wall drip line has no pipes. Total leak spots 11 through out home. Told me call a plumber that is their problem not roofing. I called plumber. Said not plumbing is roofing issues. March 14th,2025 I called ******* as I heard nothing back. Talked to ****, he said ***** at a convention would let him know my spots got worse. March21st,2025 I went into ************** not in so gave pic's of my spots to girl at desk. She said would leave a note with pic's for *****. March 26th,2025 ***** left voicemail. Will come back out and **** roof. Will go in ********** *****. If pipes and not roof then I will be charged ************** If roof issue they will pay J&B because roof still under warranty. March 31st,2025 ******** came out again. Took pics & went on roof. Said peak of house was installed wrong and rain is coming under & going in ***** causing leaks. Definitely seals around pipes and 2 vents need repairing but this is all roofing problem. I said you said plumbing before and i had to call a plumber which they said was roofing issues. He left saying it was roofing issues and he would go talk to ***** at ******* and they would make a plan and call me to fix roofing issues. Spots are much worse now after all this rain. I have 3 sets of pictures as spots progress. I now feel that I may have insulation damage in my attic from all this. I am tired of constant run arounds and no one calling me to fix my damage to my ceilings & 1 wall.

    Business Response

    Date: 05/14/2025

    I am responding to the roof issues that ******* ***** reported, Complaint #********. First of all I would like to apologize to Ms. ***** for the inconvenience. It looks like we dropped the ball and failed to communicate with her as quick as we can or should have. We are better than that. We partner together with ** **** Roofing.  They are a top notch roofing company in our area.  They do our roofs and we do their windows.  This is the first time that they made some mistakes during one of our installation. It was a sub par job.  We have very high standards at Terrys Discount Windows.  That is why we have been voted over 35 times as best window, door, siding and roof company.  We also are   accredited company with the BBB with a A+ rating.  That did not show through after this complaint. We did not get there for doing subpar jobs. I had ** **** And Our Vice President of Operations, **** ****** go out to Ms. Smiths house on Friday, May 9th, 2025.  ** **** tore off the ridge cap and reinstalled entire cap.  We feel very strongly, this was the area where water was getting in.  Once we get a hard rain, we will know for sure.  I, ***** ******, CEO followed up with a phone call on 5/13/25 to ** *****.  I, again apologized to Ms. ***** for the lack of urgency.  I told her, in the future if she has any concerns or issues to call me directly.  I also gave her my personal direct phone number if she ever needs to contact me in the future.  At Terrys, we have very few complaints with the volume of business we do. In my opinion, one is too many for me and my company.  I feel very bad what ** ***** had to go through. Since her complaint, we have changed some of our protocol guidelines so the bad communication will not happen again.  I am hoping everything is now complete so ** ***** can move on with her life, without having to deal with her roof. 
    Be Blessed, 
    ***** R. ******, CEO

    Customer Answer

    Date: 05/20/2025

     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.

    Thank you.

Terry's Discount Windows & More, LLC is BBB Accredited.

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