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 has 5 locations, listed below.

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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:08/06/2024

  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.

  I paid over ***** for gutters and facia and the whole shebang in *********. Thompson Creek says it recognizes that I have a warranty on my gutter system, but says they didn't do the facia and soffits. They did! I am searching for the original paperwork. They tell me they have a record of my work, but no longer have the original paperwork on file. Also, I took a day off of work and they said they would call me an hour before my appointment. There was no phone call. He showed up and "did" the inspection without me present. I could have showed him what was done by Thompson Creek. It was intentional!

  

  Business Response

  Date: 08/16/2024

  Dear *** or Madam,

  Thank you for providing us with the opportunity to address **************** concerns.

  Thompson Creek offers comprehensive warranties on the gutter systems that we install and we stand behind and honor the terms of these warranties every day.

  However, the issues identified at **************** home are pursuant to he soffit and fascia.

  The electronic record of this purchase clearly indicates that only gutters and downspouts were provided/installed by Thompson Creek Window Company.

  As such, we are unable to provide warranty repairs for materials that we did not provide or install.

  I hope that this response brings clarity to this matter.

  Respectfully,

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

  Director, Customer Success

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

• Initial Complaint

  Date:08/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a disabled elderly woman living below the poverty level. The state is Maryland decided I needed help with my home. The state of Maryland paid for my siding and because the state paid for it Thompson Creek decided to send contractors who dont speak English to do a sloppy job. The sidings left an entry for the birds that are running in and out. The sidings caused a piece of my panel to lift when they went behind it . My rain sprout was not put back on correctly causing damage. The wires to motion detector was going side ways in the front and back because the contractor did not have the expertise to tuck the wires in the sidings. The most damage is my cable wires. I have photos of my wires before they arrived. Photos of my wires while the scaffold was up and photos after the job was closed. I have called nearly every day and they managers are always in a meeting and wont return the calls 97% of the time. I have notes of who I talked to and the times a project manager came out and removed the siding and saw my wires and said he was going inside his truck to do the paperwork. He left without saying a word. Another one came out and said he would do the paperwork. Several times I have waited for them To come and they did not Not even a call letting me know they were not showing up. They lied in their report saying I never had a alarm when its my cable wiresI need for upstairs that was covered. The project manager named **** told me to just call ******* and have them install new wires which would be a hefty cost to me. My vehicle was broken into twice because my wires are covered and I need to put a security camera in the front . I did not ask for my wires to be covered. After nearly a year of calling and writing emails they allegedly had a meeting and said they have nothing to do with me installing a camera. This company have covered my wires and I saw them when **** pulled the siding off. This company took the *****state money and refuse to correct their errors

  

  Business Response

  Date: 08/08/2024

  Dear *** or Madam,

  Please see the detailed response that has been provided to Ms. ********* We have reviewed her complaint in detail, dispatched numerous technicians to her home and have determined that the issues being claimed are not related to the siding installation at her home. 

  This is our final response pursuant to this matter.

   

  Good afternoon Ms. *************** extensive review of the circumstances surrounding the installation of siding at your home by Thompson Creek Window Company has been concluded.

  This letter will provide you with a final statement of our findings.

  This review was inclusive of the comprehensive notes provided by the numerous Project Managers dispatched to your home, photographic and video evidence provided by you and collected by our personnel, and an assessment of the work performed at your home in comparison to the work that was specified in the binding contract agreement that you signed.

  Our findings are as follows:

  Thorough pictures of your home taken using our Hover software in preparation for your siding installation revealed that NO security camera was installed at your home at the time that you entered into your contract with Thompson Creek Window Company. These extensive photographs were taken on February 16th of 2023, the same day that your contract was signed and executed.

  The cables to which you continue to refer were improperly installed prior to the siding replacement that was performed by Thompson Creek Window Company. Furthermore, the cables in question were not attached to any device or interface either at that top or at the bottom of the home.

  It is standard practice to hide cables such as these under the new siding when it is installed to create a more aesthetically pleasing appearance. Completing a siding job in a manner that would have left these cables exposed would have constituted improper siding installation.

  Our technicians made certain that the cables in question emerged from the top and bottom of the installed siding so that they could potentially be utilized moving forward.
  
  NOTE!!! Thompson Creek does not engage in the relocation of any type of cables pursuant to security systems and doing so was not included in the scope of work outlined in your contract. We require that a licensed electrical or cable contractor conduct any such work should it be deemed necessary.
  
  Your assertion that Thompson Creek Window Company is responsible for birds or other pests gaining entry into your home also has no basis in fact. This claim has been evaluated by the Project Managers that have visited your home and the indisputable findings are that the areas of bird and pest infiltration are not associated with the installation of your siding and were never part of the scope of work outlined in your contract.

  
  As a result of these findings, it is our position that Thompson Creek Window Company bears no responsibility for the issues that you have raised and that we have no obligation, contractual or otherwise, to take any additional action regarding your claims.

  
  Our recommendation is that you seek the assistance of a licensed security contractor and a licensed pest control contractor to deal with your cable and bird infiltration issues, respectively.

  
  If there are matters specific to the installation of your siding or warranty related service is required for reasons that are stipulated within the terms of your siding warranty, Thompson Creek will continue to provide service pursuant to the warrantable materials that we installed at your home.

  
  While Thompson Creek Window Company understands that you may vehemently disagree with our findings, you may consider this our final word on the matter.

  
  With this statement, we consider this matter to be closed.
  
  Respectfully,
  ***** R. ******
  Director, Customer Success
  **********************

  Customer Answer

  Date: 08/08/2024

  [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: 22080778
  
  I am rejecting this response because:
  I have wires behind the sidings. They covered my wires. I dont know how they came up with the answer of no cameras. I also used those wires for my cable tv. I only want my cable wires back so I can use them. They saw the wires. They did not show up on some appointments and when they did they said they were writing the report.  You see my wires before the siding. You see the sidings. My wires are behind the sidings and I did not ask them to cover my wires.  They covered them and pulled the sidings off and saw them.  They were paid by the state and myself and got their money and wont return to pluck the sidings off, take my wires out and snap sidings back on. They company is irresponsible and I dont know how they win anything.  They are rip offs 
  
  Regards,
  
  ****** ********
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6-3-24 we signed a contract with Thompson Creek to replace our roof. We are in a townhouse and our neighbors downspout shoots water directly onto our roof. We got her permission to tie it into our gutters (already purchased from TC a few years ago) to protect our new roof once installed. This is stated in the contract, was confirmed by multiple people throughout the process before install that this would be done (both in person and on recorded phone lines). Day of install 7-3-24 a QA confirmed this work would be done. Before the crew left I asked about the downspout and was told that the crew couldn't do it, another crew would need to do it. I called immediately and was told that I needed HOA permission, (have it), then I need my neighbors permission (have it) and then it turned into, we can't do the do work because it would void the warranty. Nowhere in their warranty documentation does it state that. I asked for how it would void the warranty and was ignored. I was then told days later that it was a liability issue and expected to accept that water will be dumped onto our brand new roof. It was suggested by a manager having a 3rd party tie in the gutters but per their own warranty document that would void their warranty. They are now refusing to return my calls to complete the contract as sold. I just want something that diverts the water from my neighbors downspout into our gutters (about 10' at most) and Thompson Creek states that it was a "miscommunication".

  

  Business Response

  Date: 08/08/2024

  Dear *** or Madam,

  Thank you for the opportunity to respond to ************** concerns.

  We have reached out to the customer and offered a compromise the specifics of which will follow.

  At its essence, ********** has been requesting that we tie her newly installed Thompson Creek gutter system to her neighbors gutter system to avoid water spilling out onto her new roof. This is problematic because Thompson Creek did not install ************** neighbor's gutter system and, as such, this compromises our ability to provide warranty coverage of the gutter system in the area where the two intersect.

  As of 08/07/2024, ********** has accepted the following terms:

  This contract amendment is outlining work that Thompson Creek will perform at ********************************
  in ********. *********** has requested that we (Thompson Creek) tie her adjoining neighbors
  non-Thompson Creek gutter system into her Thompson Creek installed gutter system to reduce the
  amount of water that is expelled onto her roof. While this service is ill-advised and not
  recommended by Thompson Creek, Thompson Creek window company agrees to perform the above
  stipulated work, in exchange for the understanding and acceptance that the Thompson Creek
  warranty pursuant to the 4 foot section of gutter on the front left corner of the home, will be
  voided.

  
  *********** has accepted these terms, and is aware of the impact on her warranty.
  This service will be provided to *********** at no additional cost.
  Upon receipt of signed amendment, we will order necessary materials for the service and schedule
  with *********** within 72 hours.

  Based on this agreement, we consider this matter to be closed.

  Respectfully, 

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

  Director, Customer Success

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

   

  Customer Answer

  Date: 08/09/2024

  [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:07/09/2024

  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.

  On March 21, 2024, I met with ******** ******, a salesperson from Thompson Creek at my home. I talked to her about wanting to replace the windows in the back of our house which faces ************ and is noisy. I asked for sound proofing windows. She proceeded to tell me about their windows which would reduce the noise by 50-60%, and even showed me a video that confirmed this. I ordered 6 windows and a door which cost me $20,000. On May 9th, my windows were installed. That evening, I realized that the noise reduction was nowhere near 50-60%! The project manager, ****, came out to check the installation and said it was the best that could be done. I was told I had about 10% noise reduction. When I spoke with my customer service **** *******, she also told me nothing more could be done. Since then, no one has returned calls or emails and I am thoroughly frustrated. I feel I was taken advantage of and their soundproofing windows were just normal windows just much more expensive. Is there anyway I can get at least a partial refund? Its so much money for an inferior product and it did not solve my initial problem of street noise. Since I cant get any answers from the company, filing this complaint is the only recourse I have.Thank you so much.

  

  Business Response

  Date: 07/26/2024

  Dear *** or Madam,

  Thank you for allowing Thompson Creek to address Ms. ********** concerns.

  After researching the notes regarding the account and conferring with everyone involved with the installation of sound shield equipped windows at the ******** home, we have arrived at the following conclusions:

  1) Ms. ******** received specifically the items for which she had contracted with Thompson Creek and these items were installed using the proper materials and installation methodology.

  2)  Thompson Creek Window Company makes NO claims, written or implied, that sound shield windows will reduce audible noise inside the home by 50-60%. Our marketing, an example of which will be provided within this response, states that a sound reduction of UP TO 35% can be achieved but is not promised. This is because myriad other factors surrounding the construction of a home can impact how much sound penetrates the home. These may include, but are not limited to,  the type of entry doors, garage doors, siding materials and even the level of insulation that exists within the home. 

  3) Subsequent visits to the ******** home by our technicians have confirmed that sound shield windows were installed as orders and that they were indeed installed properly and to industry standards. 

  Therefore it remains the position of Thompson Creek Window Company that we have satisfied the letter and spirit of the contract and that no adjustment in price is warranted.

  If there are other issues, aside from sound shield, regarding our product or installation that need to be addressed, and those issues fall within our comprehensive warranty coverage, we stand ready to assist the ********** and to do so promptly. 

  We hope that this explanation will bring this matter to a close.

  Respectfully,

  ***** R. ******

  Director, Customer Success

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

  Customer Answer

  Date: 07/26/2024

  [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: 21962847
  
  I am rejecting this response because:
  The salesperson, **** **** ******, specifically told me that the windows would reduce sound 50-60%. She used a video, that she had on her laptop, that showed a window open with a car horn blaring outside the window - when the window closed, you could barely hear the car.  Maybe I should have been a little more skeptical of the video, as I know they can be doctored, but it is definitely false advertising!

  the company needs to acknowledge the video is false and stop using it to sell what they call sound reducing windows!
  
  Regards,
  
  ***** ********
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:07/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I had Thompson Creek out for an estimate on a window replacement and front door and frame replacement. At the time of the estimate and sales pitch we had a storm door that we had installed for less than a year. Which we told the salesman that we wanted to keep and have installed by the ********** again once the work was finished. We decided to go with Thompson Creek and a project manager came out in April (I believe the 5th). When the project manager came to double check the measurements, I again told him that we wanted to keep the storm door. He told me that it was no problem and that when his team replaced the door that they would remove an outer piece that is more for cosmetic that we would be able to find/buy a replacement for at the hardware store. Fast forward to June 19th. We had the door and windows replaced and they took our storm door. We called IMMEDIATELY and were called the next morning and told that it was destroyed. We have been in contact with Thompson Creek and they refuse to right the wrong. They also told us that if we buy a storm door from another party, that it will invalidate our front door warranty, which was NEVER disclosed to us before and we were told by both men that were here prior to install that we would be able to keep the door and have it reinstalled ourselves with no problem.

  

  Business Response

  Date: 07/31/2024

  Dear Sir or Madam,

  Thompson Creek has scheduled and appointment with ****************** for one of our technicians to visit her home and review the issue.

  I will update this issue after that visit has been completed.

  Respectfully,

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

  Director, Customer Success

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

  Customer Answer

  Date: 08/10/2024

  Thompson creek will be replacing the storm door on our house. 

• Initial Complaint

  Date:06/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Thompson Creek in May when it was discovered that the front window was leaking. I was told I was supposed to have contacted them within 30 days of purchasing the house to transfer the warranty. I did not know this. I was told they would transfer the warranty as a courtesy. They sent the transfer certificate, I signed it and sent it back on 5/20/24. My contact was *****************************, ****************** Coordinator. She said she would set up an account and get back to me the next day so I could make an appointment to have someone come look at the window. Since then I have emailed the company 11 times and called at least once a week. Once, I did speak to someone and they took my information and said ******************** would return my call. I have requested call backs but have not received any. I don't understand why they were initially very helpful and now I cannot get their attention. Meanwhile the window continues to leak and will only cause more damage as time goes on. I am including a screenshot of the last email response.

  

  Business Response

  Date: 07/11/2024

  Dear Sir or Madam,

  On behalf of everyone at Thompson Creek, we sincerely apologize for the delay regarding Ms. ******** request.

  Upon reviewing the history and notes, we did offer to extend the period of time during which she could transfer the warranty.

  We have now activated the warranty for a period of 2 years as stipulated in the transferrable warranty language.

  In addition, we have scheduled an appointment for one of our technicians to visit the Reusen home and address the issue with the window in question on 7/16.

  If I can be of any further assistance, please don't hesitate to contact me through this channel or to contact your ****************** Coordinator, ******.

  Thank you for your time and attention.

  Respectfully,

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

  Director, Customer Success

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

  Customer Answer

  Date: 07/17/2024

  [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:06/21/2024

  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.

  Paid money for a bath remodeling job but nothing has been done for two months.

  

  Business Response

  Date: 07/11/2024

  Dear *** or Madam,

  Thank you for bringing ********************** issue to our attention.

  On behalf of everyone at Thompson Creek, I would like to sincerely apologize for the delays in the completion of the project and for any inconvenience that it may have caused.

  There have been some severe supply chain issues in receiving the materials for our bath installations from the manufacturer.

  The account notes indicate that we have now received the needed materials and that the Bromery residence is set for an installation appointment.

  In addition, we have offered ****************** a $500.00 credit for remaining patient with us.

  If there are any other outstanding issues requiring my attention, I invite you to contact me through this portal or to contact your Thompson Creek Customer Success Coordinator.

  Thank you for your time and consideration.

  Respectfully,

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

  Director, Customer Success

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

• Initial Complaint

  Date:06/20/2024

  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.

  I purchased new windows in 2014 and over the past few weeks I have contacted them for warranty repairs with no call backs at all.

  

  Business Response

  Date: 07/10/2024

  Dear Sir or Madam,

  During the period of time that ************** was attempting to contact Thompson Creek for service, we experienced a significant and company-wide network outage that impacted all of our customer service platforms, inclusive of our telecom software.

  We were not able to communicate with customers in any fashion during this time.

  On behalf of everyone at Thompson Creek, I would like to sincerely apologize for any inconvenience that this unexpected outage might have caused for **************.

  Our records indicate that we visited the ***** home and conducted the needed warranty repairs on 7/1.

  If additional assistance is still needed, I encourage ************** to contact me directly through this porthole or to contact the Thompson Creek ****************** Department.

  Thank you for your patience and understanding.

  Respectfully,

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

  Director, Customer Success

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

• Initial Complaint

  Date:06/18/2024

  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.

  This is not an honest company they will scam you. It all started with the salesman *********************** we told him that we were interested in only single hung windows. But instead he wrote the work order up for double hung windows which cost almost twice as much. We did not catch this until the day of the install. We called the company and informed them of the scam their salesman had pulled. Our project manager ******* claimed they would credit our account which they never did. Since then I have been trying to reach her for the last 2 weeks and my calls are never returned. On top of all that we have 3 screens that were damaged during the installation process that they never came back out to fix. I WOULD NOT RECOMMEND THIS COMPANY!!!

  

  Business Response

  Date: 07/10/2024

  Dear *** or Madam,

  Thank you for bringing ******************** complaint to our attention.

  To remedy this situation, Thompson Creek has taken the following actions:

  1) **************** will receive a $1000.00 refund in light of some of the miscommunication around his installation

  2) Our records indicate that our technicians visited the ****** home on 6/28 and successfully repaired the screens that are referenced in the complaint.

  If **************** has experienced any other issues, I encourage him to contact me via this portal or to contact his Customer Success Coordinator, *************************,

  Thank you for your time and consideration.

  Respectfully,

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

  Director, Customer Success

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

  Customer Answer

  Date: 07/10/2024

  [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: 21869867
  
  I am rejecting this response because:
  I was told it would be a $1500 refund on july 3 which i have not received. Now you are saying $1000
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 07/23/2024

  Dear *** or Madam,

  Our most sincere apologies for the confusion regarding the refund amount.

  Thompson Creek will be processing a credit memo for the additional $500.00 this week.

  Thank you for bringing this matter to our attention.

  Respectfully,

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

  Director, Customer Success

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

• Initial Complaint

  Date:06/18/2024

  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.

  Thompson Creek promised an installation date of June 6, 2024, of eight windows, a front door, a deck door, and a three storm doors. I have yet to hear from them after repeated calls and e-mails. I was initially happy with the customer service, but have since become frustrated at a lack of response from the company as to when the installations will occur.

  

  Business Response

  Date: 07/10/2024

  Dear Sir or Madam,

  
  During the week in question, Thompson Creek experienced a system-wide outage that lasted a number of days. During this time, we were unable to access any of our operating platforms and had no avenue for communication with customers.

  
  While we sincerely apologize for this outage and the communication gap that it created, we contacted each of our customers by phone promptly after our telecom systems were restored. 

  Unfortunately, this event led to an unexpected cancellation of **************** installation appointment.

  Our records indicate that we contacted ************ immediately after our systems were restored and re-set her appointment for 6/27. Our records also show that the job was completed as scheduled on 6/27.

  If there are any issues in need of resolution, ************ is encouraged to contact us via BBB or to contact her Customer Success Coordinator at her earliest convenience and we will respond promptly and appropriately.

  Thank you for your patience as we recovered from the network outage.

  Respectfully,

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

  Director, Customer Success

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