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:03/22/2024

  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 have engaged the company with enclosing a screen porch with windows and frames. Project was promised to complete end of April 2023 , but instead completed late June 2023. There are several serious issues as below: 1. There is strong chemical odor ever since the installation was complete. One could not stay in the room with the windows closed. the odor gets stronger when it is warmer, while less when it is under 35 degree. I initially thought it is because of the unauthorized painting job they did (see No.2 issue below). I figured it is probably the improper spray foam application---such odor will never go away. 2. The sales told me that I can choose color for the window casings, but never told me that the windows will be instead painted by themselves inhouse. They painted the window casings brown, but there are inner insulation strips which are visibly left in white--- since those are not paintable, which just look odd. The inhouse painting job was done in such a hurry that when they sent the windows in, the paint was not properly dried yet, and can be scratched easily (and indeed having scratches here and there), and they sent painter to seal several times with another layer of paint. 3. I contacted the painter when I found that the chemical odor has remained in the room after 2 weeks of the painting. I have been keeping the windows open all time, whenever it is not under 45 degree. The painter told me to put soda, water, dishwasher soap, etc. I did, the chemical odor remains. I contacted the company office in August and again in October, who said she will send someone to check. Nobody ever came or contacted me. I was hoping the odor may go away. But after so many months, it does not. I paid around $20000 for the project. It is not a cheap price among all the quotes. The chemical odor makes the room not usable and per internet sources such odor will be permanent unless the spray foam be stripped off and reapplied.

  

  Business Response

  Date: 04/07/2024

  We have an appointment tomorrow to assess the complaints. At this time we have been over twice and Im not sure whether theres anything that will make this customer happy as she needs ventilation in the room that she uses as a greenhouse.

  Customer Answer

  Date: 04/08/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process

   

  I am shocked that this business even lie in front of BBB.  Attached please find the communication with ***** last fall, which I understand is the office manager in respect of the odor issue.  She originally says she will send someone to check when they are in the area, but after weeks' wait, no one contacted; and I messaged again, she just ignored. 

   

  ***** finally contacted me (and for the first time) last Tuesday saying they can send someone over Friday to check, I am no around Friday, so we rescheduled this Monday. 

  THEY HAVE NEVER COME OVER TO MY HOUSE IN RSPONSE OF THIS ODOR ISSUE. 

  This Tuesday call is the first time they finally contacted me saying they will send someone on a certain date. 

  
  FAQ
  
  Regards,

  Ally

   

   

  

  Business Response

  Date: 04/18/2024

  We have gone back and forth with this customer.  Last week we went back and took a sample of the insulation that she thinks is smelly and she couldnt identify that there was indeed any smell.  She now thinks that the smell may be worse when its hotter out.  We have done our due diligence to go back to assess and there is no smell.  She does have many many plants in this room and perhaps the moisture she is creating with all the plants would require her to add some additional ventilation.  This has nothing to do with our installation.   Windows are installed and there is no smell.
  
  
  
  **********************;
  Marketing & ************************************************* Window & Door, Inc. 
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  www.three-sons.net
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