Complaints

This profile includes complaints for Thompson Creek Window Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Thompson Creek Window Company

  4200 Parliament Pl Ste 600 Lanham, MD 20706-1882

  
• 

  Thompson Creek Window Company

  301 Dominion Dr Ste D Morrisville, NC 27560

  
• 

  Thompson Creek Window Company

  340 Hill Carter Pkwy Ste E Ashland, VA 23005

  
• 

  Thompson Creek Window Company

  2564 Boulevard of the Generals Ste 100B West Norriton, PA 19403-5226

  
• 

  Thompson Creek Windows

  1801 Sara Dr STE O Chesapeake, VA 23320

  

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:10/22/2023

  Type:Delivery 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 ordered two storm doors last Novomber and they were installed in February 2023. I paid $1,500 for each door. When they installed them, the doors both have a removable glass "in case I want a screen in there." I told them I will never use a screen, I want a solid door. I was told someone would call me back about it because I ordered and paid for solid doors, and they delivered and installed the wrong ones. That never happened. I called again yesterday because I am not happy at all. You can see light through the top of both glass inserts which allows mosquitoes, hot and cold air to blow through. They told me their customer resolution team does not work on the weekends and someone will call me next week. We will see. I expect them to put in the solid doors that I ordered or get a full refund. I would have gotten higher quality doors from ********** for fraction of the cost.

  

  Business Response

  Date: 11/13/2023

  Dear Sir or Madam,

  Thompson Creek has ordered a new door for ************** and our coordinator has called to make her aware of that.

  We originally had a service appointment scheduled for 12/8 to install the new door, but, ************** requested that we move the appointment back to 1/12.

  Based on the conversation that took place today, 11/13, it would appear that ************** is satisfied with our response.

  Thank You,

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

  Director, Customer Success

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

• Initial Complaint

  Date:09/25/2023

  Type:Order 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.

  Thompson Creek has verbally denied my request for a refund citing the 5 business day rescission clause of their contract and the long time period. I was denied on 9/25/2023 by a Customer Success Manger even though the company did not expend money or material resources on my part. I was led to believe by both the sales representative and my original project officer that the contract was good for a year without so much as a mention of a rescission period especially one of such short duration. In fact, when I last spoke with my project manager it was shortly prior to a major surgery when I first requested a refund. He cited the 20% non refundable amount to which I replied no materials or labor had been expended. It seemed a refund was possible but he stated the contract was good for a year. Still no mention of the rescission clause. I said I didn't know the outcome of the surgery or how long I would be incapacitated. Still believing I had a year to act on the contract I said I would wait until after the surgery. I underwent surgery followed by a rehab facility and home care. Also, when a technician came to measure for the windows I explained I did not have HOA  approval and he recommended not measuring until I was ready to proceed because that would immediately begin the production process an have a financial impact. Still, I was not told it was too late for a refund. In speaking with the manager today he cited lack of communication by me concerning my circumstances for commencing the window project. This is untrue. I have an email communication but most of the communication was via phone which I did not think I would need to record. The project manager was aware of the difficulties with the HOA process, which I do not know what would happen if I was denied by the HOA, and my unforeseen personal circumstances including but not limited to my impending medical. I believe the company in its zeal to sell were negligent in explaining the contents of contract.

  

  Business Response

  Date: 10/02/2023

  Dear Sir or Madam,

  Due to the unexpected and exigent circumstances surrounding this project, Thompson Creek has come to the decision that we will refund the deposit to **************** in full. Although the contract is nearly a year old, and Thompson Creek has been acting appropriately and well within the scope of the contract that **************** signed, this determination has been made in good faith and with the best interests of our customer in mind. **************** may expect to receive her refund sometime within the next 15 Business Days. We wish **************** well and hope that she has fully recovered from her surgery.

  Best Regards,
  **************************

  Director of Customer Success

  Thompson Creek Window Company

  Customer Answer

  Date: 10/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:09/14/2023

  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 are seeking to terminate our agreement with Thompson Creek Window Company. After months of disputes and terrible customer service, we feel do not feel this company is capable of performing the work and we would like to avoid damage to our property. Below is a brief summary of the concerns we have expressed to Thompson Creek. As a customer they fall back on the contract and that we as consumers have no rights to terminate without financial consequences, that we feel are not appropriate. 1. During our meeting with the sales representative (Bunnen Lim) in May 2023, we were not informed that we were going to have to turn electricity off, for how long, when, or how much it would cost (Pepco $900) on the day of our siding installation. There was very limited communication about a lot of things, looking back now that should have been a red flag. At the time we had already completed 3 previous jobs with Thompson Creek, and although the previous work with Thompson Creek was not entirely smooth, we did feel we could trust the company with the current work. (Note- we previously had window replacements and during one of these occasions, Thompson Creek installers dropped a bathroom window into our brand new bathtub causing a hole in it, and then offered only to gloss over the damaged area in the tub, which is no longer even holding up today. We live with the damaged bathtub, that we will need to replace in the coming year. On a separate install they left our casing on our window chopped up without properly shaving it down or sanding it. It was a terrible mess.). We also were never provided any paperwork that detailed our plans for the project, or even any paperwork after the representative left. We had to ask Thompson Creek for paperwork from them, and it did not include the notes from our meeting with the representative.2. To add to the confusion and miscommunications, we had a number of questions for our Service Coordinator, *******************, and was emailing him throughout the early stages. All emails and phone communications went unanswered. Eventually we were able to get a hold of the Thompson Creek office to learn that **** was no longer with the company and that our new Coordinator would be ****************** 3. While we were working with Thompson Creek regarding our concerns for the Pepco costs noted above, we postponed the window and siding installation. Even though we postponed the installation, Thompson Creek still had the siding delivered to our home. Thompson Creek did not inform the delivery company, and we had to turn the delivery away. To add to the lack of communication, we also were not informed that the siding would be delivered. 4. When we agreed on a date (August 30) for the window installation, the Thompson Creek staff showed up to our house with a window order that was not the listed order on the installer's paperwork. The listed order was not correctly delivered, and remained at the warehouse. Then when we reviewed the listed order on the installer's paperwork we discovered that the windows on the order were not even the ones we had contracted for with **********. We had a discussion with ***********, Project Manager, about correcting this and scheduling a new evaluation for the replacement order. 5. The siding job was tentatively rescheduled to October 2023. On August 30th, ************ ***************** Company), dropped a dumpster on the street in front of our house, however in an inconvenient location (BLOCKING OUR DRIVEWAY) that makes it extremely difficult to get in and out of our driveway. On top of that, this plan of delivering a dumpster was never communicated to us, and the company left it and never said anything to us. When we discovered the dumpster blocking our driveway, we had to ask neighbors who left the dumpster, which is how we discovered the company name. The dumpster itself did not identify a company name (************) nor did it have any contact information on the dumpster. As a reminder, it was dropped off blocking our driveway on August 30th, and our siding work is tentatively scheduled in October. They planned on leaving a dumpster on the street, blocking our driveway, for more than a month! 6. September 12, our new Project Manager ****** met with us to resolve the issue with the window order (reminder- the windows they manufactured were not the windows we ordered). We provided ****** with our request.7. September 14, we received an email from **** at Thompson Creek informing us that they will do the work for an additional $2175 more than what we were originally quoted. This would include a fee of $827.46 to restock the windows that they manufactured incorrectly. Keep in mind they delayed our installation (we took time off work numerous days) and the mistake was made from Thompson Creek staff, and they expect us to pay a re-stocking fee for the incorrect windows. The quote came to us as an email, no official quote on a agreement/quote, that lists line by line the costs. This seems to be a theme with Thompson Creek, do not provide an actual quote, and do not provide the customer with anything in writing. In addition, to make things worse Thompson sent us paperwork for another customer (*********************, *****************************************in Gaithersburg) for our reference for the original work agreement. They cant even communicate with us the work that we are contracted with them, instead they provided us the contract for another customer. The communication and project management is just terrible. We are not able to move forward with a company that we have not had 1 positive interaction with for 4 months now. We fear this history will result in poor installation of a product we did not order. We do not feel that their stand that we signed an agreement and now we are obligated is one that holds merit. We believe we should have some rights in the matter as well. We paid a total of $1006.90 of a down payment. The balance was suppose to be 8539.31.  Now they want $10714.31 more from us ($2175 more than previously quoted).

  

  Business Response

  Date: 09/25/2023

  Dear Sir or Madam,

  Thompson Creek Window Company would like to respectfully dispute many of the details that have been provided by ******************** in this complaint. Furthermore, we will demonstrate that the preponderance of the delays in the completion of project stemmed from cancellations that were initiated by the customer. In addition, we will demonstrate by providing a detailed timeline of our team's interactions with the Morrisons' that they were well aware of the need to turn off the electricity in their home for the siding installation well prior of any work being initiated at their property. We we will also demonstrate that while the ********** were contractually obligated to pay for the electricity to be turned off at their home in order to safely initiate and complete the required work, Thompson Creek extended, and the Morrisons accepted a good faith offer to pay for half of the cost of ******* services in an effort to ameliorate these concerns. ******************** does not mention this fact in her complaint. 

  Below, please find a detailed timeline compiled from the notes created around each and every interaction with the ********** by the employee responsible: 

  PRODUCT SOLD: Siding,2-3LS
  TCW COST: 10,606.90
  
  HISTORY:
  Original Customer Success Coordinator: *******************

  Preconstruction visit to Home by Project Manager -6/2 (*************************)
  Customer was informed that they would need to turn off power for siding portion at this preconstruction appt.

  Customer set for initial install for siding/windows on 7/26-7/28

  7/10- Customer calls **** to reschedule appointment as he had some things come up. The customer speaks to **** about turning the power off with *****, asking for details, and is worried about the air being off all day and it being hot. **** confirms customer needs to reach out to *****- customer agrees. **** asks ***** to reach out once the power company is aware.
  Customer resets the installation for 7/31-8/1

  7/21 Customer calls in (now re-assigned to *************************) Customer states power company wants to charge them $900.00 - and would like to cancel the siding portion but continue with windows. *************************** CSC Supervisor offers the customer for Thompson Creek to pay half of the bill making a $450.00 credit. The customer initially declined that offer. ******* offered to waive the siding pricing from their contract, and only continue with the windows.

  7/25 Called the customer who now wants to postpone the window portion, which was rescheduled. The customer wanted to potentially cancel the entire contract, but because of the 20% restocking fee of the windows, stated they wanted to consult with their lawyer on the contract terms. Window Installation rescheduled for 10/26 to give the customer time for a decision.

  8/2 Customer calls in to state that now they would like to continue with the siding/windows. We kept our word and still offered $450.00 toward the electric bill. The customer agrees. Install set for 8/30-9/1 for siding and windows.

  Customer informs that they did not partner with ***** soon enough, and the 8/30 date would not work because they wouldn't be able to get power turned off. Window installation DID result. Here is how that resulted: (*********** Quality Assurance) Customer is not accepting the windows purchased.

  Customer Success Coordinator is scheduling a job visit with the measure tech ************************* and his Team Lead ***** to go out and speak with the customer. Customer claims the windows we installed were not agreed upon at the preconstruction appointment.

  We did erroneously leave a dumpster at the site, which was our mistake as they were not having siding completed at this time. I ensured the customer this was to be picked up ASAP, and followed up the next morning to ensure that we picked it up. This was due to the numerous customer changes regarding the siding.

  8/3 Credit memo completed for the $450.00.  Install reset for siding set for 10/4-10/5. Job Visit for window issue set for 9/12 (************************* Quality Assurance)
  Here is how that resulted:

  The cost of the 2 double sliders and 2 picture windows with a recase and 2 mullion removals at the cost of $5,485.00.
  There would be a restocking fee for the prior windows installed. The total cost that was paid for the original windows was $2,068.65 each at a total of $$4,137.30
  The 20% of that would be in the amount of $827.46.
  Notes from *****************************
  To recap. **. *** ********************* bought 2 three lite sliders to replace the 4 windows that comprised the opening on the side wall in their dining room. At the time of the purchase, they understood the 2 windows would not be large enough to replace the existing 4 windows due to the maximum size restrictions on the windows. The ********* were aware that when we installed the 2 windows we would pad in the opening. The sales rep even put a note in his header notes. 
  I went out and did the preconstruction meeting. I met with ********************* 
  ********************* was not at the preconstruction meeting.
  I reviewed with ******************** how the new windows would max out at 108 inches (just as the sales rep told them when they signed the contract) in width but that the opening was ******. We also reviewed the window heights.   ******************** understood, and we moved forward with putting the job in production. 
  When the crew showed up to do the installation, it was *********************, from what I understand, that shut them down. 
  Meeting with the ********* the other day, they now want to replace the 4 original with 4 new windows (2 double sliders and 2 picture windows) similar to what they have now. 
  I worked up some numbers last night on what this would cost. The list price for 2 double sliders and 2 picture windows with a recase and 2 mullion removals is $9142 ($5485 with 40%discount). Plus, whatever restocking fees we charge for the 2 three lite sliders.
  Please let them know the new price. If they decide to move forward, they will need to sign a CO. 
  They have admitted that they knew what they bought from the very beginning and the padding of the opening would occur because we cannot make the 2 three slides wide enough. 
  
  9/14 I called the customer and left a VM, sent via email the cost breakdown (informally in text)
  I also accidentally sent the customer the wrong Addendum and apologized.
  Customer requested an official documented quote which ******* provided via change order.
  

  Customer is still set for siding installation on 10/4-10/5
  The customer has not responded to ******** last email with the change order nor has the customer signed this CO. We are awaiting the customer's response on if they would like to continue with replacing the windows.

  Customer created a complaint on BBB,

  Below is what is stated on the amendment:

  This Contract Amendment is to reflect removing 2 Three Lite Sliders and adding 2 **** Picture windows, 2 **** double sliders and window carpentry. **** picture window (no grids): $892.97 **** picture window (no grid): $892.97 **** double slider (no grids, full screens): $1541.23 **** double slider (no grids, full screens): $1541.23 Window Carpentry: remove 2 mullions and recase opening with primed lumber, primed ranch 2-1/4 casing:$616.60 20% restocking fee: $1,000.55 Original Contract Price:$10,606.90 New Contract Price:$10,847.34
  
  As you can clearly see from this detailed timeline, Thompson Creek has acted in good faith and has patiently responded to the multiple change requests from the customer regarding both the timing and the scope of the project. When the ********** placed their order, the items indicated were manufactured by Thompson Creek and therefore the customer would be subject to the 20% fee to defray the cost of producing the stipulated windows and materials. At no time has Thompson Creek deviated from the contract that was signed by the ********** and, based upon these facts, we request that this complaint be dismissed.

  Thank you for the opportunity to address this issue.

  Respectfully,

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

  Director of Customer Success

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

  Customer Answer

  Date: 09/27/2023

  There are numerous important factual inaccuracies in the response to our complaint provided by **************** for Thompson Creek, and the overall tone of the response that implies we have been dishonest or not acted in good faith is very upsetting.
  

  Just before seeing ****************** response, we communicated to Thompson Creek that we wish to come to a fair price resolution to complete this project. If that can be agreed, we would be willing to withdraw this BBB complaint. We have not yet heard back from Thompson Creek.
  

  Pending that potential resolution, I will respond here and just focus on the most critical problems among the notes from Thompson Creek employees that **************** selected to include in his response.
  

  Siding:
  Most important, the problems and delays associated with the siding part of the project ALL originated because the Thompson Creek sales representative,**************** ***, said nothing about the potential need and over $900 additional project cost for having ***** turn off power. We met with him and signed the construction agreement on May 26, 2023. The first time we learned of the potential need for a power outage (but still nothing about the over $900 cost) was on June 2, 2023, when I met with ********************************* for the pre-construction meeting. This meeting of course was well past the 3-day cancellation window that our agreement allowed, so even if ****************** had given me some indication of the power outage cost and we decided not to go forward, Thompson Creek already had us locked in past the contract cancellation window. During all of this communication, Thompson Creek representatives never gave any indication of the added $927 cost of having ***** turn off power to complete the siding project (despite the fact that Thompson Creek regularly does this work in Montgomery County).  

  After waiting several days to hear from Thompson Creek about what day to schedule the power outage, we contacted ***** and finally learned to our shock that the project would cost $927 (almost 10%) more than wed originally agreed to. Once we learned of this, we immediately reached out to Thompson Creek who flatly refused to let us cancel the siding project without incurring a 20% restocking fee. ****************** response inaccurately states that ******* offered to waive the siding pricing from their contract, and only continue with the windows. This is NOT true.

  Here is the text of the offer made to us in an email from ************************* on August, 1:
  Option 1- We continue with the siding and window portion per original contract. Thompson Creek has agreed to pay half the price for the electric company to shut off power in the amount of $450.00. This amount would come off the balance that will be submitted to the financing company.
  Option 2- Cancel the siding portion of the contract, but keep the windows. The siding portion of this job is in the amount of $4,361.76.There will a 20% re-stocking fee from total contract which would be in the amount of $872.35 making the new contract price at $7,117.49. We would have you sign a change order to the contract and look at a new date for installation.
  Option 3- Cancel out the entire contract. The 20% restocking fee for the total contract would be in the amount of $2,121.38. Because you have already paid your deposit amount of $1,006.90 your portion left to owe would be in the amount of $1,114.48.
  Please let me know if you have any further questions, or if there is anything else I can be of assistance with.
  Best,
  *************************
  Customer Success Coordinator
  Direct Line: ************
  Department Line: ************
  
  So, no, Thompson Creek did NOT offer to waive the siding pricing. Thompson Creek only offered to cover $450 of the ***** bill…and since our other options from Thompson Creek were to pay either $872.35 or $2,121.38 to receive NOTHING, we opted to continue with the full project as proposed in Option 1 from *********
  
  Windows:
  Despite all the issues the siding project, we believed everything was on track with the window project until the day of installation, when the Thompson Creek installation crew arrived at our house with paperwork for a window order that did NOT match the dimensions we agreed to with ********** on May 26. The upper and lower windows were supposed to be different heights, roughly 2/3 (upper) and 1/3 (lower) of the overall window opening. The windows described on the installers paperwork showed two windows of exactly equal height, filling the window opening and .

  The installation crew actually had brought windows that did not even match the paperwork, and when the leader of the crew showed me the paperwork to explain the mistake and delay, I immediately told him that what the paperwork showed did not match what we ordered.  I then asked my wife to join us and, without telling her what was going on, asked her to describe the window proportions we were expecting.  She described the same 2/3 and 1/3 proportions I had expected and at that point the lead installer called for a Thompson Creek Project manager to come to our house. (My wife did not shut them down as ****************** writes, but simply confirmed these were the wrong windows). Thompson Creeks  ************************** arrived, we discussed the situation, and he seemed to understand our unwillingness to accept the incorrect windows. Several days later ****************** came again to our house to have detailed discussions about what size and type windows would go best in our space and we decided on the 4 window configuration currently noted on the Change Order.

  ****************** response about all this focuses on the width of the windows, and also seems to include some retrospective notes from ***************** where he tries to recall what he and I discussed at our earlier preconstruction meeting. **. ******** line from his notes is blatantly untrue: They have admitted that they knew what they bought from the very beginning and the padding of the opening would occur because we cannot make the 2 three slides wide enough.

  Yes, ********** and ****************** did note the need for some padding on the sides because of the width issues, although they did not describe the extent of it as clearly as ****************** did when he visited.

  BUT we rejected the windows Thompson Creek wanted to install because the HEIGHT proportions were not what we had agreed to. Despite this fact, Thompson Creek now wants us to pay over $1000 as a restocking fee for the incorrect windows.
  

  As I noted above, we would like to find a resolution to all this that can complete the project and allow both sides to get what they should. We are willing to pay for the windows and siding that Thompson Creek will install, but we should not be expected to pay a restocking fee for windows we did not agree to.
  

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

  

  Business Response

  Date: 10/03/2023

  Dear Sir or Madam,

  We have offered compensation to the ********** as an extension of good will and good faith.

  The ********* have accepted our offer and have committed to withdrawing the complaint.

  If there are any further updates, we will provide them in a timely manner.

  Respectfully,

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

  Director of Customer Success

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

  Customer Answer

  Date: 10/10/2023

  Hello,

  I am following up to confirm that we and Thompson Creek have agreed to an arrangement that addresses our concerns and will result in the projects going forward. Once we are able to sign the new paperwork that reflects our agreement, we intend to follow up with the Better Business Bureau to withdraw our complaint.

  Thank you,

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

  Customer Answer

  Date: 10/25/2023

  Hello,

  We are writing to inform the Better Business Bureau that we and Thompson Creek have reached a satisfactory resolution to our situation, and we would like to withdraw our complaint from the BBB system. Please let us know if BBB needs anything else from us to process this resolution.

  Thank you,

  ***** and *****************************

• Initial Complaint

  Date:09/11/2023

  Type:Product 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.

  The Thompson Creek salesman was at our house to give us a quote for replacing all of our windows on 8/22/23. After sitting through his sales pitch, he informed us that the only way to get an additional discount was to sign the contract and put down a deposit before he left, but not to worry, because if we decided not to go with Thompson Creek, we could cancel within 3 business days for a full refund (which is also stated in the attached contract). We decided not to go with Thompson Creek that evening, and the next business day (8/23/23) we called and emailed Thompson Creek that we were cancelling the contract and needed our deposit to be refunded. They left a message for the project manager, the project manager then called my husband back and confirmed that it was cancelled and would be refunded in 7-10 business days. We also received email confirmation from Thompson Creek Customer Service that the cancellation was approved and the refund would take 7-10 business days to be processed. It has now been 12 business days and we have called everyday since the 10th business day. Each time, they tell us they have no record of our refund and they "have to check with the accountants and will follow up with us". We have yet to receive the promised "follow up" from them. This is a very unprofessional way to do business, and I would never recommend this company to a friend. We will be moving this to small claims court if this is not resolved soon.

  

  Business Response

  Date: 09/18/2023

  Dear Sir or Madam,

  Our records indicate that a refund in full was processed to ******** on file on 09/11/2023.

  On behalf of everyone at Thompson Creek, I would like to apologize that this refund took longer than anticipated to process.

  It appears that it took roughly 12 business days to be processed.

  If for any reason, **************** is not in receipt of this refund, please let me know immediately and I will look into the matter further. 

  Thank you for your patience and understanding.

  Respectfully,

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

  Director of Customer Success

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

  Customer Answer

  Date: 09/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:07/31/2023

  Type:Order 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 am writing to file a complaint against Thompson Creek window company. I did a contract with the company to do a walking shower in my house on May 15 ,2023 for a total amount of $12,779. I made a down payment in the amount of $7,000 and the remaining amount to be financed after the completion of the job. They gave me a date to start the job on June 15, 2023. I waited and I was told that they can't start the job until July 31 ,2023. When they came on this date to do the job the installers realized that the position floor was incorrect. I called Thompson Creek (********) the representative who is working on my order with a complaint. I requested a full refund of my deposit. Therefore, I am requesting the Better Business Bureau to resolve this issue.***********************

  Customer Answer

  Date: 08/03/2023

  I forgot to include in my complaint, that after speaking to ******** the representative who is working with me, on August 1 she advised me that I have to send an additional $4,501.00 once I received a confirmation appointment.  I advised her that the amt that they will be receiving from me will be in the amt of $11,501.00 and the job has not even started.  I was told that if they do not receive that $4,501.00 the job will be delayed.  

  

  Business Response

  Date: 08/04/2023

  Dear Sir or Madam,

  ************** has requested that Thompson Creek cancel her contract and return her deposit in full.

  The decision has  been made to accommodate her request and she will receive her full refund within 15 business days.

  Please consider this matter to be closed as we have complied with the customer's wishes.

  Best Regards, 

  *****

  Customer Answer

  Date: 08/07/2023

  Hi:  Thompson Creek (********) reached out to me either last Thursday or Friday advising me that they would be refunding the $7000.00 that I gave to them as a deposit within a month.

  Customer Answer

  Date: 08/07/2023

  Thompson Creek has refunded the deposit back to my credit card.

• Initial Complaint

  Date:07/23/2023

  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.

  I was given a sales presentation on May 7th, 2023, on replacing my two basement windows. In that conversation i was told i would have a new window with a frame made of Vinyl no wood. it would never rot again. I paid a deposit of $300, dollars. On June23rd I paid an additional $1041,00. on the 26th of June they came to remove and install the new windows. When installing the windows, I questioned the installation foreman why they were installing the window sash in my old frames. he said that was on his work order. I told him that was not what the salesman sold me it was to be both the new frame in Vinyl and vinyl sash with glass. I told him the frame was rotted. he said we will replace the rotted wood. He was going to use the bottom wood frame. I pointed out it was rotted also. he said OK i will replace that. They installed the new sashes using my old frame then wrapped the old frame in vinyl coated aluminum. the wood of my old window frames could still be rotted underneath where it touched the concrete blocks. The installation was done in three hours, they asked me to sign off on the project and pay the balance of $140. I refused to sign and pay because i did get the ****-******** window I was sold. They sent out people three times to discuss this with me. I was told each time someone would contact me to settle this matter. The last call i received was to say they felt that they fulfilled the contract, and nothing was going to be done. the job was for $1490. for two 15x32 windows **** ******** windows. on their website the **** is a family of windows that all have frames and sashes. I received the sashes and no vinyl frames as promised and documented on my contract.

  

  Business Response

  Date: 08/02/2023

  Dear Sir or Madam,

  On behalf of the Thompson Creek organization, I would like to offer our most sincere apology to ********************** for the misunderstandings that occurred leading up to this complaint.

  We have formulated an action plan to promptly deal with the customer's concerns which you can see below:

  We have a job visit scheduled for ********************** next week to discuss his concerns, and to meet his expectations with installation issues. We will be sending a Senior Project Manager Lead, *******************, out to discuss options. What we would like to propose is re-framing the window padding/ frames with a PVC composite board (brand name Azek). We then will re-install the existing windows back into the openings and cap and caulk the exterior of each. While onsite for the job visit, we will discuss the customers contract, and go over any discrepancies he may feel there are with the products purchased. Should we need to reorder any products, we will make that call and set the date for service while we are a ************************** residence.

  Thank you for the opportunity to address this complaint and we look forward to finding an acceptable solution for the customer.

  Respectfully,

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

  Director of Customer Success

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

  Customer Answer

  Date: 08/03/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:06/23/2023

  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.

  My experience with Thompson Creek started off very good with the sales and project manager that came out to confirm the estimate for siding and gutters. After that it has not gone anywhere as well. They didn't have enough product in stock to complete the project and assured me that all would work out. They finished installing the available siding, but have not started to install any gutters at all. The crew worked for a week and piled all the old siding and gutters removed from the house in the yard. The dumpster still had not arrived. The dumpster arrived the day after the crew finished that work. Finally we have received the delivery of the remaining product about a week after the crew finished the previous work. Now we have had rain on a daily basis for a week and will into next week as well that impedes the safety of the crew to finish the project. I don't take issue with the issue of safety. I take issue with that the notification that the crew will or will not come out to work occurs the morning of their scheduled arrival. I have solar panels that are too close to one outside wall that requires someone to come remove them to allow the crew to work safely. I have scheduled another contractor to do that work and cannot provide adequate notice to allow that crew to perform other work. I also took the day off from work for their arrival. I got a call after 8:30 on the first morning and 9:00 on the rescheduled day that the crew cancelled. I specifically requested a confirmation call on the afternoon before the rescheduled day. I didn't receive any call and called myself just before their published close of business for the day. The agent finally confirmed that they had dispatched the crew and opened at 7:00 the next morning to provide an update. I got that update after 9:00 as stated. This morning, the agent then wanted to place the responsibility on me that I could have cancelled knowing the forecast for rain.

  

  Business Response

  Date: 07/10/2023

  Dear Sir or Madam,

  Thompson Creek fully acknowledges the delays and missteps that have taken place during ******************** installation period. 

  On behalf of myself and the entire TC organization, I would like to offer my most sincere apologies that we did not provide the experience that **************** expected and deserved.

  The project is now complete but we remain amenable to discussing reasonable compensation with the **************** in consideration of his time and inconvenience.

  We have reached out to the customer to try to begin this discussion.

  Thank you for allowing us to fully address this issue and we look forward to resolving any remaining issues with *****************

  Respectfully,

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

  Director of Customer Success

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

• Initial Complaint

  Date:06/19/2023

  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.

  Below is a chronology of events starting when the custom door was ordered until today 6/19/2023.5/25/2022: Custom Storm Door ordered.7/9/2022:Installation scheduled. Postponed due to weather. 8/2022:Installation scheduled. Wrong door size.10/11/2022:Email sent to ***************************** previous Project Manager for status update. No response.10/26/2022:Second Email sent to ***************************** previous Project Manager for status update. No response. Contacted Thompson Creek shortly after 10/26/2022.TBD:At some point there was another installation scheduled, but still brought the incorrect door size.1/5/2023:Rescheduled installation to 1/24/2023 1/11/2023:Rescheduled installation to 1/26/2023 1/17/2023:Rescheduled installation to 1/26/2023 1/24/2023:*********************** provided incorrect date on 1/17/2023. The rescheduled date was supposed to be 2/1/2023.2/1/2023:Installers arrived, but there were missing parts.2/2/2023:Rescheduled installation to 2/18/2023.2/18/2023:Door installation occurred. Installers took 5.5 hours. Installers left trash in the yard. The screen size was incorrect, the brass inlay we ordered was missing, and door sweep was missing. There is also a scratch on the outside of the door near the handle.2/22/2023:Email from ******** for service appointment for 3/20/ 12-4pm.3/17/2023:Email from ******** for service appointment for 3/21/2023 8am-12pm. No explanation as why it was rescheduled.3/20/2023:Door sweep installed, but door screen was provided. Several emails with ******** on price reduction. No agreement has been made.5/12/2023:Email from me to ******** that included photos of poor installation which included a scratch on the door, s**** popped out from the door sweep.5/19/2023:Job visit appointment. Reviewed the door installation and indicated there would be another door manufactured and installed properly.6/19/2022:Service appointment for door installation. I was told the door was the incorrect size.

  

  Business Response

  Date: 06/26/2023

  Dear ****************,

  Thompson Creek fully acknowledges the several missteps and delays that ******************** has laid out in his complaint.

  On behalf of myself and the entire Thompson Creek organization, I would like to apologize for failing to deliver the experience that ******************** expected and deserved.

  We have offered compensation to ******************** which he is considering and have set a job visit to his home on 07/17/2023 to attempt proper completion of his project.

  I will pass along updates as further information is available.

  Respectfully,

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

  Director of Customer Sucess

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

• Initial Complaint

  Date:06/14/2023

  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.

  Transaction date: 09/09/2020, Installation 03/06/21 Final Cost: $9699 Customer No: ********* Purchase Order No: ********** Business commitment: Install a 120X 60 bay window with an oak window seat and oak trim.We had the following problems with our window:1.The window TC installed was short by 3 in length and 3 in height, making it uncomfortable as a window seat. TC offered to lower the window or to remove the window at no cost. They were not willing to replace it with the correct size. We kept the window as it was.2.We were told the window seat would be oak with oak trim, but the window is oak veneer and had no trim. TC reported the trim piece needed to be installed at the factory. They agreed to apply the trim piece on site, which left bumps on the window seat in a few places.3.The window is suspended from cables attached through the siding at the top, and into the roof structure. Within two years, it began to sag. TC decided the angle of the cables was too shallow to support the weight of the window. They added vertical supports below the window, but within a few weeks, it began to sag again. 4.The first rainstorm after this failed repair, we found water seeping through the crown molding above the window. We have no leaks anywhere else in the house. When TC returned to address the new leak and the ongoing sag, they claimed that our leak was due to a missing drip edge on the roof of the house above the window which they would not repair. They straightened the window and stiffened the vertical supports. 5.We had a roofer come out to inspect/repair the roof. He determined there was no problem with the roof. He pointed out that the bay window roof was not flashed behind the siding on the house. This joint had recently been caulked and would need to be re-caulked periodically if it wasn't properly repaired. TC keeps sending the same workers and supervisor to the site and we no longer trust them to be competent or honest with us.

  Customer Answer

  Date: 06/16/2023

  I have attached the Thompson Creek warranty as you requested.

  

  Business Response

  Date: 08/14/2023

  Dear Sir or Madam,

  We will be dispatching on of our most tenured Project Managers, *************************** to evaluate the leak and the installation of the window. *** possesses over 35 years in the home-improvement and construction industry, including over 20 years with Thompson Creek specifically. 

  *** will conduct a water test in an effort to identify the source of the leak.

  We will update this response once the information is gathered from the evaluation and water test.

  Respectfully,

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

  Director of Customer Success

  Thompson Creek Window Company

• Initial Complaint

  Date:05/31/2023

  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.

  My window is leaking, and the framing was jarred loose by Thompsons Creek during the inspection. The employee also mentioned the wood has rotten. The window was installed June of 2021. Thompson Creek did not inspect the roof before installing the new window. However, they inspected the roof now and stating that the water is coming from the roof and not the window. A picture was taken and forwarded to them of the water coming from the window. The wall under the window has cracking too. Seems like this has been a slow progression.

  Customer Answer

  Date: 06/01/2023

  Thompson Creek has removed themselves from the damage to my window framing, the window and wall damage. The company needs to reimburse

  me for the cost to have this problem fixed. Their employee *******, who assessed the window May 11,2023 informed me that,

  the wood is rotten, and more than half the framing jarred loose. 

   

  Customer Answer

  Date: 06/02/2023

  See Attachments

  

  Business Response

  Date: 06/05/2023

  Dear Sir or Madam.

  After a thorough inspection of the issue that is stated in this complaint, our technician has determined that the leak is not related to the replacement window that Thompson Creek provided and installed. 

  As you can see from the attached photos, the exterior of the window is fully intact and in good condition. The leak originates above the window as a result of holes or openings in the slate roof of the home, and, as such, is not subject to application of the Thompson Creek Warranty, a copy of which was presented by the customer in this complaint. Furthermore, replacement of the window is not necessary nor would it correct the leaking issue that is occurring in the home. 

  Below, please find a detailed description of the job visit by one of our most experienced technicians, ***********************:

  I was dispatched on 24 May 2023 to assess a leaking picture window. The home in Southeast ** is a 2 story brick row home built 1940. The window in question is on second floor, rear at head of stairs. The original window would have been a wood double hung which was replaced by Thompson Creek with a non opening picture window in Dec 2021.
  The customer reported leaking from above the window with water running down the wall.
  Upon my exterior inspection the installation of the window meets industry standards. All caulking and glazing are intact. The actual entry point of water in to the home is from the blind stop where it meets the casing at the top of the opening. This in fact puts the origination of the leak above the block frame of the replacement window. Upon exterior inspection I found several suspect areas directly above the window where the original 1940 slate roof meets the existing gutter. There are at least 2 holes where water could run behind the gutter, run down between the 2 space between the brick and the block, hit the top of the block frame replacement window and leak out between the blind stop and the casing. 
  Besides the staining and cracking of the casing and plaster inside the home there is a separation of the paint line on the left side interior blind stop. This happened when a Project Manager separated this stop to look for evidence of the leak. I told ****************** would reattach and caulk this piece but she declined.

  It is the position of Thompson Creek Window Company that, in light of the information and evidence provided here, ****************** complaint should be dismissed.

  Thank you for the opportunity to fully address this issue.

  Respectfully,

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

  Director of Customer Success

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

  Customer Answer

  Date: 06/30/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:

  From: **** ****** <*********@*******.net>
  Date: Fri, Jun 30, 2023 at 10:21 AM
  Subject: Fw: send ***** **** email to me
  To: ***** ****** <*******@mybbb.org>
  
  Good day!
  
  Attached is ***** ***** Insurance statement regarding claim ********. **** ******
  

  Regards,

  
  
  
  **** ******

  

  Business Response

  Date: 07/03/2023

  Dear Sir or Madam,

  Thompson Creek stands firmly by our previous statement and offering of photographic examples.

  The fact that *** ****** insurer denied payment for the roof issues does not stand as proof that the roof or areas adjacent to the roof are not leaking. Although we are not privy to the details of *** *****'s policy, it is standard practice for homeowners insurance providers to only issue payment for claims in which damage is caused to a roof by acts of God such as weather/storm damage or, for example, damage from a tree that might fall on the roof, etc. Homeowners insurance does not generally cover normal wear and tear or age related issues with roofs. The impetus to replace or repair worn out roofs falls squarely on the homeowner.

  We would also like to re-emphasize our conclusion that replacing the window, which is intact and installed properly, would not remedy the leaking issue as the genesis of the leak is above the level of the window that Thompson Creek installed. 

  Thank you for your time and consideration.

  Respectfully Submitted,

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

  Director of Customer Success

  Thompson Creek Window Company

  Customer Answer

  Date: 07/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because: THOMPSON CREEK EMPLOYEE ******* OPENED THE WEST SIDE OF THE FRAMING AND STATED 

  THE WOOD IS ROOTED AND NEEDS REPLACING. ISSUE 1

  THE DRYWALL BELOW THE WINDOW HAS WATER DAMAGE ON TWO LEVELS. IMPROPER WINDOW INSTALLATION THE CAUSE. NOT

  THE ROOF. NO WATER SPOTS ON THE CEILING. ISSUE 2

  THE WINDOW IS LEAKING BEHIND THE FRAMING. ******* Second employee sent and the 2nd employee sent, name escapes me

   saw a crack along the wall.  SAW THIS AS A FACTOR.

  WHERE IS THE WRITTEN REPORT FROM THE TWO EMPLOYEES?  ISSUE 3.  SEEMS THOMPSON CREEK IS STANDING FIRM ON THE

  LAST EMPLOYEE ASSESSMENT. SEE THE PICTURE SHOWING LOCATION OF WATER SPOT. IT'S SEVERAL INCHES AWAY FROM THE

  BACK OF THE WINDOW. ISSUE 4. Is it INDUSTRY STANDARD TO IGNORE A COMPANY's EMPLOYEE STATEMENT OF ROTTED WOOD

  FROM A COMPANY's EMPLOYEE? ISSUE 5. ANSWER ALL ISSUES POISED. **** ******
  
  
  Regards,
  
  
  
  **** ******

  

  Business Response

  Date: 07/11/2023

  Dear Sir or Madam,

  Thompson Creek will continue to stand by our previous statements and decision regarding this matter. 

  It is clear based on the location of the damage that the leak originates above the window. The window is fully intact and replacing it will NOT stop the leak.

  As a contractor, we have performed NO work on the roof. The roof appears to be original or at least very aged as the house was built in 1940.

  We are unable to offer further assistance as the customer would need to engage a roof contractor. 

  Thompson Creek is committed to assisting it's customers in handling any and all service work regarding products that Thompson Creek has installed.

  We bear no responsibility for the condition of the customer's roof.

  Thank You,

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

  Director of Customer Success

  Thompson Creek Window Company

  Customer Answer

  Date: 07/18/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because: Thompson Creek has NOT ANSWERED THE QUESTION POISED. PROVIDE ME WITH A WRITTEN STATEMENT

  TO THE QUESTIONS POISED.  THE BBB bureau can copy and paste my last email. PLEASE READ MY UNASWERED QUESTIONS. 
  
  
  Regards,
  
  
  
  **** ******

  Customer Answer

  Date: 07/31/2023

  Thompson Creek replied with an incomplete statement. I declined to have the window recaulked since Employee number 2 stated he saw rotten wood

  and the window would be replaced. This was a verbal statement/report. CHECK PHONE CONVERSATION CALL IN CENTER DAY OF EMPLOYEE

  2 VISIT TO MY HOME.