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:06/24/2024

  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 called for warranty service on windows that came with a lifetime warranty for broken seals from this company. I was forced to pay $195 to have someone come out to verify. I was told in a text thread that as long as it was a warranty issue and not damage caused by something else that no other charges would apply. After the tech showed up to inspect the windows on a pouring down rainy day where the windows were soaked, he proceeded to tell me he didn't see any evidence of broken seals. I took pictures of the condensation on the days that I discovered the issue and showed them to him and explained to him that I know what a broken seal is. I told him to call his boss and that they would need to come back on a day where it was not wet to verify what he claimed he couldn't see. He went out to make a call. Fast forward, the tech all of a sudden sees evidence of condensation and tells me the glass will need to be ordered and that someone would contact me to make an appointment to have the 3 panels replaced. Three weeks later, I get an email invoice from this company for me to sign and pay for $419.30. I replied as to what the charges were for. I have never gotten a response from this business since it took my $195. I have called, emailed repeatedly, sent a returned certified letter. It's clear to me that this company is not trying to honor the warranty and perform the work that I'm entitled to along with trying to charge me more money. The manufacturer of these windows is still in business, and the glass that's in my windows have argon gas and must be replaced with the same. I'm deeply concerned about the tactics used by this business in an attempt to charge customers for warranty claims in excess of what's required. I have the entire text thread, contract which is job # *****. I want to know why this business is sending me an invoice for $419.30. I also want an explanation as to what the charges are for and when will I get my windows fixed.

  Business Response

  Date: 07/02/2024

  Resolution of Warranty Service and Invoice Dispute
  
  Thank you for bringing your concerns to our attention regarding the warranty service for your windows and the unexpected invoice you received. We apologize for any inconvenience or confusion caused throughout this process.

  We sincerely apologize and for any assist, please contact us (410) *********

  Regarding the $195 charge for the inspection, its been charged to customers, who are not under labor warranty and in your case the labor warranty was expired (Since you had only 1 year free labor warranty). we understand your frustration given the initial assurance that no additional fees would apply if the issue was indeed covered under warranty. We have noted your concern about the technician's assessment and the subsequent delay in responding to your inquiries and providing clarity on the invoice for $419.30. (Kindly check the attachment)

  We are committed to resolving this matter promptly and to your satisfaction. We have reviewed the invoice and provided a detailed breakdown of the charges. Additionally, we will expedite the scheduling of the necessary repairs for the three glass panels, as soon we receive it from the manufacturer.
  Please expect a follow-up call from our customer service team, to discuss the resolution steps we are taking and to address any further questions or concerns you may have.

  
  Once again, we apologize for the inconvenience caused and appreciate your patience as we work to rectify this situation.
  Sincerely,
  Team WeatherMaster

  Customer Answer

  Date: 07/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I do not have a contract with the manufacturer of the ********
  windows,

  only WeatherMaster. The windows were sold to me by WeatherMaster and
  the warranties/guarantees were contractually promised by WeatherMaster in
  writing, not ********, so if there is a conflict between WeatherMaster and
  ********, that’s between WeatherMaster and ********. I’m not sure why I’m being
  sent communications between WeatherMaster and ********. That has nothing to do
  with me. I am in no way responsible for any charges other than what I was forced
  to pay to get someone out to look at the windows, which is questionable as
  Adrian stated it was for labor. How are you charging in advance for labor when
  clearly there’s no guarantee that labor would even occur as evidenced by
  communications between WeatherMaster and ********? If WeatherMaster would incur
  a cost, it then is trying to pass it off to me without even informing me until
  a complaint is filed and after charging me for labor. If I didn’t have a
  document that proves even further that I’m covered, and I refused to pay the
  charges, would I get a refund for the $195 I was charged? I’d like
  clarification on that.  I see in your
  attachment that every communication has a date and time stamp for communication
  except for the response I repeatedly asked for and never got, because it was
  never sent leaving me to have to resort to filing a BBB complaint. The windows
  that I was sold by WeatherMaster have a warranty supplement. I don’t understand
  how WeatherMaster doesn’t even know about its contracts and replacement process with ******** as evidenced by the emails between the two companies. The
  windows that I was sold have a 20 year glass coverage from the manufacturer,
  which covers me until 12/11/2031 contractually by WeatherMaster. Even if ********
  went out of business, it’s WeatherMaster’s obligation to fulfill the warranty
  provisions of the contract at its expense, not mine. The supplement is attached. I also expect a warranty on the replacements.

  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 07/16/2024

  Hello ******,
  
  Greetimgs for the day,

  This is to bring to your knowlegde, we have attached the contract copy signed with ***** *******.

  We understand your concern, and we appreciate you reaching out about this. After reviewing the details, is unfortunately not covered under our warranty terms. Our warranty explicitly covers as mentioned in the attachment.
  I know this might not be the answer you were hoping for, and I apologize for any inconvenience this may have caused. Is there anything else I can assist you with or any further information you need. Feel free to contact us # (410) 675-1600
  

  We have also attached the communication between us and ***** *******.
  Estimate sent on - 23/04/2024
  First mail for enquiry from cx about price breakup - 24/04/2024.
  Reply to CX enquiry for price breakup - 01/05/2024.

  We appreciate your patience and understanding as we work towards a resolution. Please feel free to reach out if you have any further questions or concerns. Your and customer satisfaction is important to us."
  
  Thanks
  
  Team WeatherMaster

   

• Initial Complaint

  Date:03/21/2024

  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.

  In October of 2012, I signed an agreement with Weathermaster to purchase 16 windows. I was told there was a lifetime guarantee on each of the windows. I have been having issues with condensation between the panes of glass, the coating coming off the window sills, and the starburst appearing on the UV protection.
  I have repeatedly tried calling and leaving messages and I sent a certified, return receipt requested letter with no response.

  Business Response

  Date: 03/29/2024

  Dear BBB,
  
  We are writing in response to the complaint filed by ****** *****. We take all customer feedback seriously, and we appreciate the opportunity to address any concerns.
  
  After a thorough investigation into the matter, we have gathered the following information:
  
  As the warranty on the Windows was covered as per the contract and what was charged towards the labor fee (Labor Warranty Expired). Attached the document signed by ****** *****.
  
  Service was done and issue resolved.
  
  The complainant can reach out directly with any further questions or concerns.

  
  Please find attached document supporting our response.

  We value our customers and strive to provide exceptional service. We apologize for any inconvenience experienced by the complainant and assure you that we are committed to resolving this matter satisfactorily.
  

  Thank you for bringing this issue to our attention, and we appreciate your assistance in facilitating communication between us and the complainant.
  

  Sincerely,
  WeatherMaster Window.

  Business Response

  Date: 04/05/2024

  Greetings for the day,

  We have completed the home visit inspection of the windows. We respect the warranty and we have ordered the materials required to fix and service those windows.
  
  And about the fee charged is not for inspection or visiting, its the labor charge for the windows to be fixed. Since the labor warranty is valid only for 1 year from the time the windows installed.
  
  Once we recieve the materials, we will schedule a service appointment and get the windows fixed.
  
  If you require any more detail, feel free to contact us
  
  Regards,

  WeatherMaster

  Customer Answer

  Date: 04/05/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:02/09/2024

  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.

  Originally I purchased windows for my home from this company(in 2013). It clearly states that the windows and all mechanical parts are guaranteed. This is still listed on their website today. When I call because my kitchen window would not shut because of a problem. I was told there was a $195.00 fee (along with the Maryland sales tax they added on) Because I needed the window fixed (because it is February in Maryland and I had to jam a towel in the gap) I paid it.

  Customer Answer

  Date: 02/12/2024

  I did not know the original business was sold.

  Business Response

  Date: 02/20/2024

  Re: Case # ********

  
  Dear Lisa Clay,
  We are writing in response to the complaint filed by Ms.
  ******** ******* regarding labour service fee charged for fixing the window. We
  appreciate the opportunity to address her concerns and provide clarification on
  the matter.

  
  Upon reviewing Ms. ********* complaint, we understand her
  frustration regarding the malfunction of her kitchen window and the associated
  Maryland sales tax charged. We apologize for any inconvenience this situation
  may have caused.

  
  It is important to note that while our company stands by our
  commitment to quality and customer satisfaction, our guarantee typically covers
  manufacturing defects and workmanship issues within a specified warranty
  period. After thorough review of Ms. ********* case, the window warranty was
  covered, and we dint charge her for the materials used to fix the window. Since
  only 1 year labour warranty associated for the window and since now no labour
  warranty associated with the window. What was charged is the service labour fee
  and along with the associated Maryland sales tax was charged by mistake. For
  which the check is been issued and sent by **** for $11.7.

  
  However, in recognition of Ms. ********* loyalty as a valued
  customer since 2013, and in effort to maintain goodwill, we would like to offer
  a refund of the tax amount collected by mistake. We understand the importance
  of prompt and reliable service, especially during inclement weather conditions,
  and we regret any inconvenience Ms. ******* experienced because of the window
  malfunction.

  
  Please be assured that we remain committed to addressing our
  customers' concerns and providing satisfactory resolutions whenever possible.
  We value Ms. ********* patronage and hope to have the opportunity to serve her even
  better in the future.

  
  Enclosed with this letter is a refund check in the amount of $11.7,
  for the associated Maryland sales tax charged by mistake.

  
  We kindly request that Ms. ******* consider this matter resolved
  and update her complaint status accordingly. Should she have any further
  questions or concerns, please do not hesitate to contact us directly at #
  4********* or ****@weathermaster-window.com.
  Thank you for your attention to this matter.
  Sincerely,
  WeatherMaster
  Enclosures: Refund Check

• Initial Complaint

  Date:12/14/2023

  Type:Customer Service 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.

  I paid this company $1146 deposit on August 7th for two windows to be replaced in my home. Long story short, I to this day, never received one phone call from the company to let me know the status of the two windows to be installed and they still have my money.
  
  The representative I was working with was Herb Helman who was no help at all. Once he got my money, he was missing in action and became very disrespectful to me via a text when I was calling him to find out about the status of the small window and the large window to be replaced in my bedroom. I was told that the windows will take about 6 weeks to be ready and installed. This was in August, it is now December and I do not have any new windows and I am still missing my deposit.
  
  I was told by the company that they could not replace the small window and we were going to move forward with the large window. I called the company at the end of November and was told to contact an employee by the name of Dionne D******* and that was a disaster. This woman was so rude to me. She accused me of owing the company money, she hung up on me on two occasions and she told me "she did not want to deal with me." I have asked to have a manager call me and to this day, no supervisor from that company has contacted me and they still have my deposit. They told me it will be credited to my account in 20 days and I have yet to see my money.
  
  So, not only did I not get my window replaced, I was treated badly, they still have my money and I lost interest on the funds they are holding. That money could have been in my bank account earning interest but instead this horrible company has my money with horrible treatment.
  
  Please help in getting my money refunded and having a supervisor reach out to me.
  
  I am extremely disgusted with this company and no one should be treated this way.

  Business Response

  Date: 02/10/2024

  Dear **** ******* and BBB, 
  
  We are writing to you today in response to your complaint filed with the Better Business Bureau (BBB) regarding the installation of windows at your property and the delays you experienced receiving your full refund. We understand your frustration and apologize for the inconvenience caused.
  
  Review of the Situation:
  We acknowledge that the originally ordered windows did not fit due to unexpected size discrepancies identified at your property. Upon discovering this issue, we made multiple visits to your job site and actively proposed several alternative solutions to address the situation. However, you ultimately requested a full refund, which we promptly processed through our banking partner.
  
  Explanation of Refund Delays:
  Unfortunately, the initial check sent via USPS mail on Jan 9th was lost in transit, further delaying the resolution. We deeply regret this additional inconvenience and understand it caused frustration. Upon learning of the missing check, we immediately reissued the refund again on Jan 31st and ensured it was deported on Feb 7th. (See attached image)
  
  Current Status:
  We are pleased to confirm that you have now received the full refund for the windows. We hope this resolves the issue to your satisfaction.
  
  Addressing Concerns and Moving Forward:
  We take all customer concerns seriously and strive to provide exceptional service throughout the entire process. We appreciate your patience and understanding as we worked to resolve this situation.
  
  BBB Involvement:
  As we have now addressed your concerns and issued the full refund, we consider this complaint closed. If you have any further questions or require additional assistance, please do not hesitate to contact us directly. 
  
  Sincerely,
  
  WeatherMaster 

  Customer Answer

  Date: 02/12/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  **** *******