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Business Profile

Replacement Windows

Gilkey Windows of Central Kentucky
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints 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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Complaint status

Complaint type

  • Initial Complaint

    Date:10/31/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Several attempts and over 2 years in trying to get a window replaced with this company. Arrived at home with another defective window and even began tearing out the wrong window. The window is damaged due to seal failure.

    Business Response

    Date: 11/04/2022

    We are disappointed the customer filed a complaint. We have never ignored the customer calls or messages. They knew another window had been ordered and that materials have been taking longer to get in. Customer contacted the factory on Monday October 31st and we called the customer the same day and left a voicemail. Customer called back on Wednesday Nov 2nd. Replacement window has been scheduled for install based upon customers work availability. Unfortunately this has taken longer due to the replacement window coming in damaged on separate occasions. We have always focused on great customer service in our 25 years and will continue to always improve. We apologize to the customer for any inconvenience. 

    Customer Answer

    Date: 11/04/2022


    Complaint: ********

    I am rejecting this response

    Sincerely,

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

    Business Response

    Date: 11/15/2022

    Unfortunately this is an incorrect statement from the customer. She called back Wednesday Nov 2nd from our message left Monday October 31st as previously mentioned in our response. During that conversation the customer gave us 6 dates of availability. We scheduled for her first available date of Wednesday Nov 16th and told her we would put down Friday Nov the 18th as a back up day in case of weather. The customer agreed to this during the conversation. We just called her today Nov 15th to confirm the install tomorrow and she did not respond surprised. This further confirms she was aware it had been scheduled. At this point we feel the customer will be dissatisfied with anything we do in trying to resolve the issue no matter how hard we try or good faith put forward. Hopefully this will get resolved tomorrow and the customer will be satisfied. 

Gilkey Windows of Central Kentucky is BBB Accredited.

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