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.

close

Find a Location

Thompson Creek Window Company has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:05/04/2025

  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.

  No other way to put it. Install went fine. When I call, email, text for warranty service run around at every turn. They say they will schedule right away for evaluationdidnt happen. They say they will get it replaced right awayhasnt happened. Regret after the sale. Xavier * and ****** C are my two contacts. Unacceptable. Standing by for some ridiculous message about being sorry for the experience and to call some number that will fail to get a response. Multiple windows installed incorrectly and out of square...the company has ghosted us at this point.

  

  Business Response

  Date: 05/08/2025

  Good afternoon,
  Thank you for bringing this matter to our attention. Upon reviewing the concerns raised by Mr. ********** we acknowledge there was a delay in scheduling an additional service following the service installation completed at the home in February 2025.
  After the service, Mr. ********* communicated an additional issue to his assigned coordinator. Unfortunately, due to an internal oversight, there was a lapse in follow-up from our office. We recognize and regret this breakdown in communication.
  A member of our leadership team has since been in direct contact with Mr. ********** and we are pleased to confirm that the necessary service has been successfully scheduled for June 6th.
  We sincerely apologize for the inconvenience caused by this delay and appreciate Mr. ********** patience as we work to resolve the issue promptly.
  Sincerely,

  ****** *****

  Customer Answer

  Date: 05/08/2025

  This is accurate. I do not feel we should close this until the service is actually performed as the company has promised performance in the past and failed to deliver. Once the service is completed we can revisit the closing of this complaint. Ive simony received a promise to perform

  Customer Answer

  Date: 05/19/2025

  I most certainly did respond on the 8th of May and its in my file. I said it hasnt been resolved and I would like it open until its fixed. Theyve simply made an appointment. The windows are still not fixed. 
  Very Respectfully,
  
  **** Zuroweste 
  
  ************

  

  Business Response

  Date: 06/26/2025

  Good morning,
  Thank you for bringing this matter to our attention.
  According to our service records, during the visit on June 6th, the window sashes were successfully replaced and the casement window was adjusted to the customers satisfaction. A follow-up call was made on June 9th to confirm the resolution; however, we were unable to reach the customer and a voicemail was left.
  If there are any remaining concerns covered under warranty, we encourage the customer to contact us directly so we may promptly work toward a resolution.
  

  Sincerely,

  ****** *****

  Customer Answer

  Date: 07/18/2025

  [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 agree it was finally dealt with.  The length of time, quality of customer response, and overall experience was not at all what Thompson Creek proclaims.  The item is fixed. 
  Regards,
  
  **** *********
  
  

• Initial Complaint

  Date:04/05/2025

  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.

  On 2/20/25, I met with ******* ****** and agreed to have 4 windows replaced and framed. During installation I asked the contractor why he had not replaced the framing. He said that he was told to only replace the frame on the bathroom window. When I contacted the salesman, he stated that they were misreading his notes and that he would contact the company and straighten things out. Installation was 4/3. Mr. **** ******** called me 4/4 and said that , the salesman had given me the wrong price and he wanted to proceed with the final payment. I dont believe I should have to pay for the salesman mistake. The salesman did call and text me apologizing for his error. However, that still leaves me without the framing that I was told that I was paying for. My original quote was $9738 for 4 windows. Thats $2434 per window. The price I paid after 25% off and a discount for signing on that day was $5940. That was on par with the average price for a window install and framing. I am hoping that this company will not penalize me and agree to complete my project at the agreed upon price. Thank you for your assistance with this matter.

  

  Business Response

  Date: 04/10/2025

  Thank you for the opportunity to provide clarification regarding Ms. ******** concerns.
  Reframing is not typically included as part of a standard window installation unless specifically outlined in the contract and associated installation notes. Upon review of Ms. ******** contract, a reframe was indeed includedspecifically on Line 65 of the attached addendum for reference.

  During the home visit on February 24, 2025, our measure technician, ******* *******, noted in his job scope: "Customer confirmed bath #1 casing will be colonial in picture frame style, same as old casing." This note directly correlates with Line 65 of the contract.

  At the time of installation, the crew was not equipped to perform reframing beyond what was contractually agreed upon, as it was not included in the initial point-of-sale scope of work. *** *******, who also served as the ***************** Technician on the day of installation, confirmed in his report that the work was completed per the terms of the contract. However, he also documented that the customer stated she was under the impression that all windows would be recased in the picture frame style.

  While the contract specifies that only the bathroom window was to be recased in this style, we recognize there may have been a miscommunication. In the interest of customer satisfaction, we are willing to return to Ms. ******* home and recase the two bedroom windows at no additional charge for materials or labor.

  Unfortunately, we will not be able to recase the kitchen window due to the existing tile backsplash. Removing the current casing would likely damage the tile.

  We will reach out to Ms. ****** to present this proposal and schedule the necessary work, should she wish to proceed.

  Sincerely,

  ****** *****

  Senior Manager of Customer Success

  Customer Answer

  Date: 04/10/2025

  [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:03/10/2025

  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.

  Thompson and Creek installed three windows in my home on December 2, 2024. On January 21, 2025, I notified them that one of the windows was not properly locking. A technician was sent to our home on February 27, 2025, to repair the issue. During this visit, my husband pointed out drywall cracking that had developed around the newly installed window.The technician stated that the window needed to be reglazed and advised us to call back for a repair. When I followed up to request this service, another technician was sent out, who instead attributed the damage to a roof leak. However, the drywall damage is exclusively around the newly installed window, and our HOA has inspected the roof, confirming no issues. Despite informing Thompson and Creek of these findings, they have refused to take responsibility.I requested that the window be removed and inspected to ensure it was properly installed, but the technician refused, stating, "Not going to happen." Additionally, I requested documentation detailing their findings for my records, yet I have not received any paperwork despite multiple calls and emails.I would appreciate a prompt response regarding how Thompson and Creek intends to resolve this matter. Please provide the requested documentation and a clear plan to address the issue.

  

  Business Response

  Date: 03/13/2025

  To Whom It May Concern,

  We acknowledge Ms. ******** concerns regarding the recent installation. While our previous technician did not find concrete evidence indicating a defect in our product, we remain committed to ensuring customer satisfaction. As a gesture of good faith, we have scheduled a follow-up visit with our Senior Manager of ****************** and an additional technician to conduct a water test on the openings and thoroughly assess for any potential water infiltration.

  This appointment is scheduled for Monday, March 17th, and Ms. ******* has been informed of the details and next steps.
  Thank you for your time and consideration.

  
  Best regards,

  ****** *****

  Customer Answer

  Date: 03/13/2025

  I appreciate that, following this complaint, they are now willing to proceed with the previously declined requested tests. We look forward to collaborating amicably on this matter and appreciate their response.
  

  Regards,
  
  ******* *******
  

  
  

• Initial Complaint

  Date:01/27/2025

  Type:Sales and Advertising 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.

  TERRIBLE CUSTOMER SERVICE!!!!! I highly doubt not recommend this company. I contacted this company to come look at my warranty issue back in October 2024. After three emails and 5 phone finally got someone out Christmas Eve. he saw some damage and the warranty item. I have waited for two weeks for someone to reach back out but got no one. I called back and finally got someone. To realize that the warranty items werent even on the items of the things that needed to be fixed. So I had someone else come out and he realized there were more issues than the first guy that came out. Its been three weeks since the second guy came out and I have to call back again. No one seems to care about the issues.

  

  Business Response

  Date: 02/10/2025

  Good evening,
  We appreciate the opportunity to address this matter. We acknowledge the communication lapse from our ******************** regarding the proper service documents for Mr. ******** We sincerely apologize for any inconvenience this may have caused.

  Our team has since rectified the issue by providing the correct information for the requested service. We are actively working with Mr. ******* to ensure a satisfactory resolution. Please let us know if any further assistance is needed.

  Best regards,

  ****** *****

  Customer Answer

  Date: 02/20/2025

  I emailed them orgainally on Feb ****** before they replied here. I tried to give them time to address the email, but they ignore my concerns, and never responded to the email as well.  I reached back out Feb 18 to see if they looked at it and once again I was ignored. I have yet to hear about my warranty items.  I am not sure who or what to do at this point to get my issues addressed.

  

  Business Response

  Date: 03/07/2025

  Good afternoon, we are current out at Mr. ********* house today addressing his warranty issue with his storm door.

  We have a senior project manager on site to ensure he is satisfied. This situation is unique in the sense that Mr. ******* has an active warranty situation that is being addressed, but also a quote for billable work. 

  The warranty concerns should be resolved today. We have not received back confirmation if he wishes to proceed with the billable work. We will address today with him while on site. 

   

  Thank you, 

• Initial Complaint

  Date:01/26/2025

  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 purchased a custom ProVia front entry door with two custom sidelites from Thompson Creek Window Company on May 9, 2020. ProVia Order #*******. This ****** product has a lifetime limited transferrable warranty, which is a no hassle warranty with buyer protection guarantee. The entire unit was installed June 17, 2020. On May 7, 2024, I contacted Thompson Creek and advised the custom front entry door was peeling, and cracking. On June 3, 2024 the project manager arrived and inspected the custom door. I was told the custom door would be replaced. The custom door was replaced on Friday, August 2, 2024 under the warranty. The new product ID: ************. The custom front door stain and the custom sidelites stain does not match. I contacted Thompson Creek and spoke to **************** Rep. ********** ********. He requested that I send in photographs which I did on November 26, 2024. On December 5, 2024, ********** ******** called me to advise, yes the stain is different. It is different because of the age and sun. If I want the sidelites replaced it will be a billable item to me. I advised that was unacceptable based on the warranty. I wanted a project manager to inspect and replace the sidelites. I have not heard from anyone from Thompson and Creek Window. It is noticeable and impacts the value of my home and the curb appeal. I am requesting your assistance in having the custom door and custom sidelites replaced with matching stain at no cost. This is cover under the warranty. Thank you for your time and assistance with this request.

  

  Business Response

  Date: 02/10/2025

  Good evening,
  We appreciate the opportunity to address this concern. We understand that the client is dissatisfied with the warranty replacement completed in August 2024. The entry door slab was replaced under warranty due to peeling, which is covered under the ****** warranty. As outlined in the warranty, Signet doors are protected against flaking, checking, blistering, or peeling.

  Upon review, we have confirmed that the replacement slab is in the color "Toffee," consistent with the original order placed in 2020. The visual difference is due to natural exposure to the elements over time, which is not covered under the warranty's finish protection.

  For reference, we have attached photographs of the front entry slab before and after the replacement, as well as documentation of both the original and replacement orders confirming the "Toffee" color selection. Additionally, we have included a copy of the ProVia warranty for further clarification.

  The replacement of the sidelight structure and frame falls outside the scope of warranty coverage and would require a billable service. However, we are more than willing to provide a detailed quote and extend a substantial discount to help offset costs and work toward a resolution that meets the client's needs.
  Please let us know how you would like to proceed, and we would be happy to assist further.

  
  Best regards,

  ****** *****

  Customer Answer

  Date: 02/16/2025

  [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: 22859718
  
  I am rejecting this response because:  The visual difference is not due to natural exposure of the elements over time. This is a signet finish stain that is hand applied per the ****** website and the 2019 door catalog. See the statement below taken from the ProVia website.  The life expectancy of the ProVia door is 20 years. The door that was replaced was not even five years old. This was an investment into my home and now the appearance has deteriorated because Thompson Creek failed to install the entire unit.  I should not incur any cost at all for the replacement of this custom door and sidelites with like kind and quality as refrenced on the ProVia webiste.

  Long-term beauty
  SIGNET FINISH OPTIONS
  ProVia doors feature a professionally applied finish that ensures the long-term beauty and durability of your purchase. ProVias skilled craftsmen hand-apply door stains and glazes using special finishing processes that deliver a luxurious appearance. Our automated painting line provides painted doors a consistent and long-lasting, smooth surface. Each of our professional, factory-applied coatings are warranted against flaking, checking, blistering, or peeling for 15 years from date of installation.

  
  
  
  Regards,
  
  ****** *****
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:01/10/2025

  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.

  We ordered three windows and fitting from them in November 2024. This included a full replacement of the window sill and surrounding wood for one window. We were asked to pay $2100 on September 27th 2024 and paid the remaining amount of $2394.15 on November 14th. On November 14th the window fitters came. They started to replace one window and stopped without completing the installation. Because they did not have the few pieces of wood for the sill and surrounding area that we had paid for, they walked off the job and never came back. They did not even attempt to fit the other two standard windows. Since then the company has refused to fit the remaining two windows and is asking for more money ($400) to finish the installation of the current one window. The one window they installed is not fitted properly and does not lock fully. It also doesnt have the big screen that we paid for. As the window isnt fitted properly we worry about it falling out and killing someone. We have asked the company several times to cancel the contract and refund us. Even asking them to reinstall our old window so we can get our money back. They now ignore all our emails and calls. No amount of our $4,494.15 has been returned to us. And the company even refuses to sell us the custom windows from this amount.

  

  Business Response

  Date: 01/23/2025

  Good afternoon,
  I hope this message finds you well. I wanted to provide an update regarding the installation of three 7900 series double hung windows for customer *******.
  Upon arriving for installation on November 14th, we encountered an unforeseen issue with the structure and opening intended for the windows. After removing one window, it became evident that the conditions were not suitable for installation as originally planned. Unfortunately, due to the age and condition of the removed window, it could not be reinstalled, leaving us with the necessity of temporary installation to secure the area until further action could be taken.
  Our field supervisor assessed the situation and determined that additional repairs were required to proceed safely. We promptly provided a contract amendment outlining the necessary work and associated costs, which was approved by the customer and returned to us on January 21st. Subsequently, we have issued a refund for the adjustments to the original contract.
  We have scheduled a return service on February 7th to complete the required woodwork repairs and finalize the window installation. Please find attached pictures for your reference, illustrating the condition we encountered as well as the signed and approved updated scope of work and pricing. 
  Thank you for your understanding and cooperation as we work to resolve this matter promptly and to the satisfaction of customer *******.
  Best regards,

  ****** *****

  Customer Answer

  Date: 02/07/2025

  Thompson Creek (the company) came to rectify their mistake today. The work order was wrong and the installers of the window did not have any materials to complete the job. 

  I have called the company to ask for a full refund, as that is now the only option to solve this mess. They disagree and want to continue discussions. 

  We have had this outstanding since September 2024 and they have failed to install one window in 6 months.

  This is a disgrace, both from a business perspective, as they cannot perform even the basic duties required of a window company, and also from a consumer protection perspective as we have no way of getting our $1830.25 back. They keep messing us around. Please can you intervene. 

  thank you. 

  

  Business Response

  Date: 05/08/2025

  Good afternoon,
  According to our records, the most recent service appointment at Ms. ******** residence took place in March 2025. During that visit, our team successfully replaced the full flex screen, and the service was marked as completed.
  In addition, a refund in the amount of $2,394.15 was issued to Ms. ******* on November 13, 2024, in accordance with the terms outlined in the mutually agreed-upon contract amendment, which is attached for reference.
  At this time, we have not received any further communication regarding outstanding concerns. To ensure we address any remaining issues, we kindly ask Ms. ******* to contact us directly so we can assist her further.
  Thank you,

  ****** Hudak 

• Initial Complaint

  Date:11/14/2024

  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.

  We have been reaching out to Thompson Creek for weeks, moinths. The tubs have a lifetime warranty and Thompson creek is the parent company. We asked for caulk to be fixed and wanted new fixtures. First came out and claimed it wasnt them, even though we had documents showing their name. Then no return call.We called and had an appointment when someone would come fix it. That was a no call no show I called back. Got a new appointment and the day before we got no call about the time.We are still waiting for a resolution but this is becoming a problem.

  

  Business Response

  Date: 11/22/2024

  Good afternoon,
  
  We are aware of *********************** concern and have been working diligently to resolve it. Following our initial assessment on October 14, 2024, we discovered that her bath was installed by Blue Nest, a company acquired through a merger. As a result, some necessary information requires site visits to determine the materials needed.
  
  During a service appointment on November 14, we addressed the caulking in the bathroom. However, due to the age of the product, a slight color variation was noted. After consulting with our bath department specialists, we will schedule a follow-up visit to apply caulking that better matches the original color.
  
  Additionally, during this process, Ms. ********** expressed interest in replacing her bathroom handle set. We have provided her with several options and are currently awaiting her decision. Once she makes her choice, we will order the appropriate hardware and schedule the final service visit.
  
  Thank you for your patience as we continue to work on this matter.
  

  Customer Answer

  Date: 11/22/2024

  [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: 22554935
  
  I am rejecting this response because: we were not informed that there weould be a color change when they installed the caulk. this caulk needs to be re done. this is now the 4th time t hey have to come out and we take leave. that needs t o be compensated. 
  
  
  Regards,
  
  *** **********
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 12/05/2024

  Company still has not assisted us with reapairs, now provided information on new shower focset. 

  Communications are ongoing but its taking very a long time to reply. Also, the area repaird has cracked and still needs to be done again. 

  

  Business Response

  Date: 02/06/2025

  Good morning,
  We apologize for the dissatisfaction Ms. ********** experienced following the service on January 20th. Our records indicate that when we followed up on January 21st, it was conveyed to us that the repairs were satisfactory at that time. However, it seems there may have been a misunderstanding, and we acknowledge the need to address any remaining concerns promptly.

  Ms. ********** was provided with pricing information in December 2024 (please refer to the attached email). The billable service was declined due to the quoted price exceeding budgetary constraints. In an effort to accommodate her, a significant discount was applied. If Ms. ********** has since decided to proceed with the service, we will discuss this further during our upcoming contact with her.

  A coordinator will be in touch shortly to discuss how we can resolve this matter to Ms. ************ satisfaction.
  Thank you for bringing this to our attention.
  Best regards,

  ****** *****

  Senior Manager of Customer Success 

  Customer Answer

  Date: 03/04/2025

  [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: 22554935
  
  I am rejecting this response because: while the caulk is now the right color this took way too long adn too many trips and phone calls. 
  
  
  Regards,
  
  *** **********
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:10/30/2024

  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.

  We signed a contract for a bathroom remodel with Thompson Creek on 5/2/2024 and set a date for work to be started and completed in one day on 6/13/2024. A few days prior to it we received a call saying one of the parts is not in yet and the work will be delayed. We waited and waited. 4&1/2 months later we got a voicemail saying 95% of the parts are in. We contacted them saying we are no longer interested in doing this project. We requested the order be canceled. Thompson Creek took almost 5 months to get parts, and not even 100% of parts to do the job! We've made numerous attempts to contact them to cancel with no single reply from them. We are beginning to feel they are purposefully ignoring us. Multiple emails and phone calls to the corporate office and we have zero return calls or emails. This company lacks integrity and shows no intent to satisfy its customers. All we want is for them to acknowledge their omission and cancel the order.

  

  Business Response

  Date: 11/19/2024

  Good afternoon,

  After reviewing Ms. ***** account, the details provided align with the sequence of events related to her project. Following the signing of the remodeling agreement, the vendor encountered delays in raw material supply, which affected Ms. ***** installation timeline. This caused an extended wait time beyond what was initially expected, leading Ms. *** to decide to discontinue her project with Thompson Creek.
  This information was shared with our Customer Resolution Specialist, and it seems the communication lapse occurred at that point. I personally spoke with Ms. *** today, and I conveyed our sincerest apologies, as this situation is not typical of our standard operations. Ms. **** account was fully closed as of Tuesday, November 11th, and she has received email confirmation of this closure.
  At this time, no further action is required from either party.
  

  Thank you,

  ****** *****
  Senior Manager of Customer Success 

  Customer Answer

  Date: 11/19/2024

  [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:10/09/2024

  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.

  Complaint Regarding Thompson Creek Windows and Doors Order Details Product: Sliding glass door Order Date: April 2024 Total Cost: $5,270 Payment History April 29, 2024: $1,906 billed July 1, 2024: $3,242 billed (prior to installation)Remaining balance: $572 (currently disputed)Issues and Concerns Mismatched Product:I specifically requested a door matching my previously purchased sliding glass door.Upon installation, it was evident that the inside frame did not match the existing one.Quality Issues:The framing inside the new door was bent.Despite replacing the door, the bent framing issue persisted.Lack of Communication:The company failed to inform me about design changes when I made the purchase.Unfulfilled Promises:The company promised to "make it right" but has not satisfactorily resolved the issues.Billing Dispute:I have withheld the final payment of $572 due to unresolved issues.The company is now threatening to send the account to collections.Requested Resolution I am seeking a fair resolution to this situation. Ideally, I would prefer:A full replacement with a door that matches my original request, or A significant reduction in price to compensate for the mismatched product and quality issues.I am open to discussing other potential solutions that adequately address my concerns.Conclusion I have been a repeat customer of ***************************************************************** and Doors, and I am disappointed with this experience. I hope we can resolve this matter amicably without resorting to further legal or financial actions.

  

  Business Response

  Date: 11/01/2024

  Good morning,
  
  We have carefully reviewed Ms. ********** recent purchase alongside her prior purchase from 2018. Both doors are comparable products from the same manufacturer, but we acknowledge that raw materials may have changed over the years due to availability.
  
  In speaking with Mr. ******* the sales partner on this account, it appears there was a pure oversight in communicating these changes to Ms. ********* We want to clarify that there was no ill intention behind this miscommunication.
  
  To resolve the matter amicably, we would like to offer Ms. ******** a reduction in the contract value of $1,000. This will settle the outstanding balance, and we will also issue a check for the remaining credit balance of $428. All warranties on the product will remain intact, and Thompson Creek is committed to assisting with any future service needs.
  
  Thank you for your understanding.
  
  Best regards,

  ****** *****

  Senior Manager of Customer Success

• Initial Complaint

  Date:10/06/2024

  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.

  On August 26, 2024, Thompson Creek was scheduled to install an entry door($10,300) at my residence in **********, MD. Upon delivery, I immediately noticed that the door was the wrong color and did not have the tempered glass as specified in the work order. I informed the installation coordinator of these discrepancies. He advised me to reject the delivery and resolve the issue with the sales team, which I did.After rejecting the door and returning it to the warehouse, my husband and I contacted Thompson Creek to determine the next steps. We were told that a meeting would be held to address the issue, and we would be informed of the outcome. My husband sent the sales representative the original order confirmation, including pictures and a written job description that clearly specified the correct color and tempered glass.Despite our follow-ups over several days, we were eventually told that the door delivered was the one we ordered, and our options were to either accept the door or pay a restocking fee. We expressed our disappointment and requested to speak with a manager, but our calls to the corporate office went unanswered.Finally, we received a letter from Thompson Creek stating that we could either accept the door as is, pay a restocking fee, or order a new door at our expense. No senior representative returned our calls.We did not accept the door, never took ownership of it, and therefore should not be charged for it. Because we did not want to pay for a door we did not order, we were charged $1800 for a restocking fee. My husband and I are very disappointed as Thompson Creek did not deliver the product we identified and paid for.

  

  Business Response

  Date: 10/17/2024

  Dear *** or Madam,

  Thank you for allowing Thompson Creek to address Ms. ****** complaint and to provide greater clarity into the events surrounding her project and of her subsequent rejection of the door that was ordered based on her selection. 

  The issue was fully vetted and you will find our comprehensive response to Ms. ****** below:

  Good ****************************** am writing to formally address the current impasse that exists between you and Thompson Creek Window Company regarding the entry door that you recently ordered.

  A careful examination of the circumstances surrounding your order was conducted which included a review of your contract and accompanying paperwork, verification that the items stated in the contract matched those that were ordered by our purchasing department and conversations with all Thompson Creek personnel that visited your home. As a result of this process, the following facts were revealed:

  1) The items for which you were contracted match those which were ordered by our purchasing department and those that were labeled on the door that Thompson Creek attempted to install at your home.

  2) The Thompson Creek Factory Representative that visited your home had in his possession the correct color sample which matches the door for which you were contracted and the door that was ordered for your home.

  3) Thompson Creek, acting in good faith, ordered and paid for the door that you selected in anticipation of fulfilling the letter and spirit of the signed contract.

  4)  At the time that you signed your contract, an addendum was provided to you that lists the items to be ordered for your specific project. The items listed on the addendum clearly state that the product matches that which you selected, and that which Thompson Creek ordered.

  With respect to the above facts, it is the position of Thompson Creek Window Company that we have honored the agreement that you signed and that there is no indication that an ordering error was made by Thompson Creek.

  As such, we offer the following options/remedies:

  - You may allow us to install the door you originally ordered and that is already in stock at our warehouse.

  - You may select, and we will order, another door of your choosing, but you will be subject to a 20% restocking fee to defray the cost of the purchase of your original door by Thompson Creek from our vendor. (Provia)

  - You may cancel your project and receive a refund. However, any such refund would be subject to the 20% fee as stated above.

  These stipulations are in alignment with current Thompson Creek policies and are reflected in the contract that you signed.

  Thompson Creek remains committed to honoring the contractual agreement that we have with you and to providing a professional installation of the items that you ordered.

  Although you may strongly disagree with this decision and the options that have been provided, these alternatives have been fully vetted by Thompson Creek executive leadership and you may consider this our final word on the matter.

  If you would like to select one of the options listed above, I encourage you to contact me directly and I will promptly execute the course of action that you have selected.

  For your convenience, my contact information is listed below.

  Our motivation is to resolve this issue in a manner that is fair and amicable to both parties and our goal is to bring your project to a swift and successful conclusion.
  
  Respectfully,
  ********* ******
  Customer Success Coordinator