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Business Profile

Home Improvement

Thompson Creek Window Company

Headquarters

Complaints

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

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Thompson Creek Window Company has 5 locations, listed below.

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    Customer Complaints Summary

    • 90 total complaints in the last 3 years.
    • 24 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/10/2022

      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.
      Dear BBB, I write to file a formal complaint against Thompson Creek Window Company Lanham (“Thompson Creek”) for several reasons. First, Thompson Creek misrepresented the product they sold to us. They advised us that the windows we are purchasing will be the same size and shape as our original windows. However, the windows they delivered and installed are not the same size and shape as our original windows. They are smaller than our previous windows and their layout is different. Second, Thompson Creek misrepresented the professionals who will be doing the installation. They promised us the people installing these windows are employees of the company who know what they are doing and not contractors. This proved to be a lie. The construction crew who came to our house to install these windows were contractors and they had no idea how to install the windows. As a result, they damaged the windows, the walls, and made a mess during the process. To date, you can still find broken glass and nails all over our floors left behind by Thompson Creeks team. Thompson Creeks lead, *****, visited our project after installation and confirmed that it was not professionally done. We have pictures to prove all of this. Third, Thompson Creeks construction crew destroyed our front lawn, and the company to date has not fixed the issue or reimbursed us for the damages they have caused. Fourth, Thompson Creek is not responsive to our complaints. To date, we have brought these issues to the attention of the company by phone calls, text message and emails but they are simply not responsive. The company continues to pressure us to release the remaining funds for the project. We respectfully ask for your help in this matter. We have contacted a new company to replace the windows Thompson Creeks installed and the process will take several months until the new windows are ready and installed. Respectfully, ***************************

      Business Response

      Date: 11/30/2022

      Dear ******************** and BBB,
      Thank you for the opportunity to respond to this complaint. We have reviewed the issues mentioned in this complaint with the appropriate teams.
      We take your claims extremely seriously and work diligently to bring you to desired outcomes.
      Thank you for the opportunity to resolve your issue. We hope your experience with ** moving forward will be positive.
      Sincerely,
      ************************, Vice President

      Business Response

      Date: 01/10/2023

      Good afternoon, to whom it may concern, after conversations with the client, it has been determined that Thompson Creek will be removing the windows and sliding glass doors from ************************* in Washington DC.. We will be moving forward with the buyer protection guarantee and the client will receive a full refund once the physical material is received back to Thompson Creek. Any damages that were in relation to the installation we are awaiting invoices to verify damages and cost repairs. Once those document are received, we will issue a refund as well. 
    • Initial Complaint

      Date:11/09/2022

      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 wish to describe unethical & unprofessional tactics by Thompson Creek, they knowingly lied about installation dates in order to lock me into an agreement or I would lose a $1800 deposit. On Sept-2 I met with ******** * about a new front door. I picked what door I wanted and explained I was hosting Thanksgiving and needed a functioning door. I was assured then that the door would be installed by the first week of November so I paid a third of the amount due, $1800. On Sept-8 ************** came to my house to take measurements for the door and finalize the order. He placed a call to schedule the installation and was assigned Nov-4. On Sept-12 I received an email from ****** * confirming the Nov-4 installation date. As the date approached I prepared my home and took the day off work as I was instructed to be at the house. TWO DAYS prior to the installation, on Nov-2 I received an email from ****** * indicating that the date of installation was moved to Dec-6, citing vendor delays. Upon calling and speaking to ************** on Nov-2 I explained I could not wait further and wished to cancel the order. She indicated that if I did that I would lose the $1800, which was 30% of the amount due, not the customary 20%. Thompson Creek knew I would not buy from them if the door was not installed prior to thanksgiving. They lied, and took a down payment knowing that once they informed of the delay I would be locked into them and would have to wait or forfeit the $1800. The two-days notice of cancellation supports my claim. Are you telling me that their vendor did not notify them until 2-days prior that they could not fulfil the order? That is not likely. They could not deliver so I wanted to part-ways and go with a different company, but I cant because of the tactics used to secure my business when they knew they could not meet the deadline. And, instead of refunding my money they have forced me to wait, and wait, and wait, with no help, this was deliberate.

      Business Response

      Date: 11/30/2022

      Dear ******************** and BBB,
      Thank you for the opportunity to respond to this complaint. We have reviewed the issues mentioned in this complaint with the appropriate teams.
      We take your claims extremely seriously and work diligently to bring you to desired outcomes.
      Thank you for the opportunity to resolve your issue. We hope your experience with us moving forward will be positive.
      Sincerely,
      ************************, Vice President

      Business Response

      Date: 12/02/2022

      Good afternoon, upon investigation of **. ****** concerns we have confirmed that the installation was set in September aligned with the projected manufacturing lead time. Unfortunately, **. ****** order was impacted by a material capacity hold with the vendor which did result in a cancelation less than 72 hours prior to the agreed upon installation date. The cancelation fee is a term of the contract in which we must adhere to once items are beyond the cancelation period. We are sincerely apologetic regarding the delays, and have our procurement department working with the vendor to ensure the delivery is met. Currently we have the installation scheduled for December 22nd ************** is aware and understanding as to the cause of the delays and has accepted the new installation date. In good faith we will also be extended monetary compensation upon completion.

      Customer Answer

      Date: 12/14/2022

      From: ******* <*******************>
      Date: Tue, Dec 13, 2022 at 10:37 PM
      Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
      To: <***********@mybbb.org>

      Dear ***************:

      I received this update and must apologize as I do not recall getting any correspondence before this email.

      The matter has not been resolved.

      It was postponed once again to Dec-22, but I suspect it wont be until after the New Year. 

      Their unfair business practice (my opinion) of locking me into an impossible situation is ongoing. 

      Either I have to wait and with no recourse or lose my deposit to go elsewhere.

      I have come to terms with this, in that I have no options, so in that regard I suspect the matter is closed. I just don't want them to con others. 

      Thank you for your time

      ****

      Customer Answer

      Date: 12/21/2022

      [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: Tue, Dec 13, 2022 at 10:37 PM
      Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
      To: <*******@mybbb.org>

      Dear ** ******:

      I received this update and must apologize as I do not recall getting any correspondence before this email.

      The matter has not been resolved.

      It was postponed once again to Dec-22, but I suspect it won’t be until after the New Year. 

      Their unfair business practice (my opinion) of locking me into an impossible situation is ongoing. 

      Either I have to wait and with no recourse or lose my deposit to go elsewhere.

      I have come to terms with this, in that I have no options, so in that regard I suspect the matter is closed. I just don’t want them to con others. 

      From: ******* <*******@*******.net>
      Date: Wed, Dec 21, 2022 at 11:24 AM
      Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
      To: <*******@mybbb.org>

      Dear ** ******,

      As anticipated I got a call today, and with just over 24 hour notice they cancelled the installation and moved it to next year. 

      Thank you for your time

      ****

      Regards,



      **** *****

      Business Response

      Date: 09/07/2023

      Dear Sir or Madam,
      Thompson Creek stands by our previous statement regarding
      this matter. I will provide the full timeline pursuant to *** *****’s purchase
      and installation. I will also provide the pertinent details regarding the
      contract that *** ***** signed and how Thompson Creek operated within the
      stipulations contained within his contract.
      Thompson Creek acknowledges that there were delays in the completion
      of *** *****’s project. These delays were driven by circumstances that are
      fully outlined within the contract. Our contract stipulates that the
      installation date on the document is an estimation and is subject to change
      based on a variety of factors including materials delays driven by supply-chain
      issues and weather-related issues as Thompson Creek cannot conduct this type of
      work during inclement weather. Doing so would compromise safety and the integrity
      of the customer’s home.
      The delays to the completion of this project were
      specifically related to these two issues. Factors such as these are the reason
      that Thompson Creek places the language in the contract that delays may and
      often due occur when planning construction projects. The contract also stipulates
      a specific legal recission period. Regarding the cancellation that was within 72
      hours of the proposed installation date, our door manufacturer went through
      some volatility that was related to the availability of raw materials. We had several
      cases in this timeframe for which we had a promise date from the vendor but
      found out very late in the game that they would not be able to meet the
      delivery date. We have engaged with the vendor to find solutions and these issues
      have largely smoothed out.
      Thompson Creek rejects *** *****’s assertion that the organization
      intentionally delayed the installation for the purpose of retaining his deposit.
      All decisions made by Thompson Creek were predicated by circumstance and Thompson
      Creek adhered to the language of the contract that *** ***** signed.


      *** ***** was given a $250.00 as  good faith measure which was not required
      based on the terms on the contract.

      Project Timeline
      -Original proposed installation date (Based in normal
      vendor delivery times) 11/04/22
      -Customer notified on 10/31/22 that the vendor had
      notified us about a delay in delivery of materials. (The vendor advised late
      November delivery)
      -Installation appointment was reset to 12/06/2022
      -On 12/01/2022, the vendor advised that the needed
      materials would not arrive until 12/15/2022.
      -Installation appointment was set for 12/22/2022
      -The cancellation of this appointment was necessary due
      to inclement weather.
      -The Installation appointment was reset for 01/03/2023
      -01/03/2023, door fully installed, customer paid in full.

      Additionally, we have not heard anything additional from *** ***** in the nine months since the completion of the project. To our knowledge,
      *** ***** received the high-quality products and installation that he paid for,
      and this is accentuated by his decision to pay for the project in full.

      Thank you for the opportunity to address this complaint and
      we are confident that this response will bring this matter to a close.

      Respectfully,

      ***** ** ******
      Director of Customer Success
      Thompson Creek Window Company

    • Initial Complaint

      Date:11/09/2022

      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 ordered a door and window shutters for my house. The installation timeline was months after the purchase. The install was poorly executed, confirmed by their manager, which has led to needed a full re-install (damage, poorly installed, damage to existing proerty). I have been scheduled and rescheduled 4 times for the re-install. The team came without all of the needed pieces and blamed me for the damages vs their original work. Now, we are in the process of a 3rd round of attempting to reinstall with no solution or compensation for this problem, I am simply passed around from person to person. Overall, I just want a door and I have no idea who, how or what to do in order to find a solution

      Business Response

      Date: 11/30/2022

      Dear ******************** and BBB,
      Thank you for the opportunity to respond to this complaint. We have reviewed the issues mentioned in this complaint with the appropriate teams.
      We take your claims extremely seriously and work diligently to bring you to desired outcomes.
      Thank you for the opportunity to resolve your issue. We hope your experience with us moving forward will be positive.
      Sincerely,
      ************************, Vice President

      Business Response

      Date: 12/02/2022

      Good afternoon, upon investigation of **. ******* concerns it was determined that initial installation did require some follow up service to correct caulking concerns. At this visit our experienced service technician was able to identify further concerns that would require additional materials to be ordered. Included in this work order was a new slab only for the entry door. There was a breakdown in the communication and expectation on the materials that would be replaced, which resulted in the need for an entire door unit to be manufactured. Currently we do have this scheduled with **************** for January 27th, to accommodate for the manufacturing lead time. We understand the inconvenience we has imposed on the *********** family and will continue to monitor materials in the event we can pull this service into a sooner date.

      Customer Answer

      Date: 12/04/2022

      [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: I have heard this same message from the company several times. In addition, there is a lack of accountability within their organization. At this point, I would like greater compensation for the increased inconvenience. They offered $500 the first time around. Now, with more time and more inconvenience, I expect additional compensation. 

      Regards,

      ***************************
    • Initial Complaint

      Date:11/07/2022

      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 contracted with Thompson Creek Window Co. on July 2, 2022 to replace two windows for a total of $2814.15. Made $300.00 down payment. Rep came out and measured windows. I told him that I wanted the window to work the same as the original. TCWC installed the windows on Sep 24, 2022. The crank window opened to the wrong side. The installer said they had to install it since they had already taken the old window out. I called TCWC but they had closed for the day. I paid the installer the bal due of $2514.15 and noted on paperwork that the crank window was the wrong one. I called on Sep 28, 2022, Courtney Ryan said she will check with project mgr. She also asked if I had wanted to change direction of crank window and I told her NO. Oct 11, 2022, I called and was told that rep will come out Wed, Oct 19,2022 after noon. Rep came out Oct 19, 2022 and told me that it will cost too much to make another window and the labor to install it. I called Courtney and was told that she will call her supervisor and rep to determine next action. Oct 26, 2022, called Courtney, I left msg. Oct 28, 2022, called Courtney. Kimberly said she was not at her desk. Kimberly said she would send Courtney an email. Oct 31, 2022, Courtney called me but I was out. Returned her call and rep said she will call me back. Nov 1, 2022, Called Courtney. She said rep said the window I got is the window on the contract. I told her I had another window on that same side of the house that opened same as original window so I would not want to change direction of how they opened. She said she will send email to her supervisor and get back with me but she never did. Nov 2, 2022, called but could not reach Courtney. Michaela told me if I wanted correct window, I would have to pay for it. Nov 7, 2022, called Courtney. Rep who answerer phone said Courtney said she will reach out to sales and upper mgt. for next step. I also purchased a 20 year warranty on this window and a 50 year warranty on the other window. HELP

      Business Response

      Date: 11/30/2022

      Dear ******************** and BBB,
      Thank you for the opportunity to respond to this complaint. We have reviewed the issues mentioned in this complaint with the appropriate teams.
      We take your claims extremely seriously and work diligently to bring you to desired outcomes.
      Thank you for the opportunity to resolve your issue. We hope your experience with us moving forward will be positive.
      Sincerely,
      Brian *. W***********, Vice President

      Business Response

      Date: 12/02/2022

      Good afternoon, upon receiving client ******* concerns it was investigated and determined that the client did receive the product which was contracted. However, in good faith to satisfy the client Thompson Creek has opted to remake the window in the reverse orientation from which is currently installed. The ****** family has been made aware, currently we are awaiting a fabrication confirmation and then we will schedule the return installation.
    • Initial Complaint

      Date:11/05/2022

      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.
      In 2017, Thompson Creek (TC) installed three sets of glass doors, two of which included four-panel systems while the third was a set of french doors with sidelights. The four-panel door systems originally installed were of absolutely awful, inferior quality. The glass in each panel was rippled so badly that the view was horribly distorted (TC's Quality Control representative of course did not happen to notice this). We learned at this time that while TC advertises that its windows are all made in-house, these door systems were manufactured by a sub-contractor. So, while TC's advertisement is misleading, it is technically correct, as these are doors. Had we known this from the outset, we most likely would have looked to a different company to manufacture and install the doors. I called TC to complain about the horrible quality and the company representative who visited shortly thereafter agreed that all eight door panels were awful and would be replaced. Unfortunately this excruciating process took nearly two years to complete and was only completed after we filed a Better Business Bureau complaint against TC. TC informed us that due to significant employee turnover, our file continued to get "lost." The new sets of doors that were finally installed are an improvement but the glass again is terribly rippled. This is very apparent particularly at night with reflected light. We have complained to TC about this since. Furthermore, the french doors creak and moan constantly, contracting and expanding during temperature changes. We provided photos during our last correspondence in July. We have heard nothing since regarding this and other quality-related issues (detailed in a separate complaint) that we have been pursuing. While replacement doors are certainly warranted, we now would like a full refund for the doors in order that we can work with a different company to order better quality doors. We cannot wait another two or more years for resolution.

      Customer Answer

      Date: 11/24/2022

      The warranty on the doors installed in June 2017 is ten years.  Attached is the contract.  Our Thompson Creek customer number is ***********.  As noted in the original complaint, the quality of the two four-panel door systems was abysmally poor, as the glass was horribly rippled.  Shortly following the installation I invited Thompson Creek to inspect the doors.  The representative agreed that they were indeed awful and agreed to replace all eight panels.  Unfortunately this was
      not accomplished until September 2018, despite many many calls and inquiries to Thompson Creek.  It took a Better Business Bureau complaint to finally prompt them to take action.  They explained that due to the growth of the company, we continued to get handed off to different company representatives, where the replacement order just fell through the cracks.  As noted in this original BBB complaint, the quality of the new doors is an improvement; however, the glass is still terribly rippled and the overall quality is awful.  I have been complaining about this since.  We have never received a change order for this or any follow-up work following an installation.  Please let us know if you have any additional questions or need any additional information.  Thank you very much for your assistance in this matter.  Happy Thanksgiving.  *** & ***** ****************

      Business Response

      Date: 05/05/2023

      Dear Sir or Madam,

      It is the position of Thompson Creek that there are no further warranty eligible concerns regarding the glass panels installed in the **************** home.

      Regarding the claims or creaks and noises when temperature changes occur, all materials used in the windows and doors involved are subject to expansion and contraction. With the wide fluctuation of temperature in the mid-Atlantic climate, some of which can occur relatively swiftly, expansion and contraction will sometimes result in sounds that are audible.

      Regarding the rippling of the glass, the replacement panels provided are consistent with industry standards and further glass replacements are neither necessary nor would they lead to a noticeable difference in their appearance.

      Below is the statement regarding this issue from two of our senior technicians, *******************, and *******************:

      Theres nothing further we can do about the doors because the problem hes claiming is due to the manufacturing process and is within acceptable specs. We confirmed this with *******************. Also,its not even really an aesthetic issue because it can only be noticed at extreme angles. Looking at the glass under normal use cases it cant be seen. 
      Thank you for bringing this matter to our attention and providing Thompson Creek with the opportunity to respond.
      Respectfully,
      **************************
      Director of Customer Success
      **********************
    • Initial Complaint

      Date:11/05/2022

      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.
      Over a year and a half ago Thompson Creek (TC) visited our residence to take measurements for master bedroom windows, which would include a picture window with flaking double-hung windows. Prior to the visit I alerted TC via a telephone call that the film on several windows installed in 2014 appeared to be bubbling. I pointed these out to the TC representative and he determined that seven sets of windows were defective and would need to be replaced. He explained that there was a manufacturing issue with windows manufactured in 2014 and that TC would replace the windows. This being the case, I requested that all of the windows that were installed in 2014 be replaced, thinking that it was only a matter of time for the other windows to begin exhibiting the same film bubbling. He explained that it was not TC's policy to do this, which is somewhat mind boggling. A few months after the above visit, TC called and informed that the windows were ready for installation. We agreed to a date and time, and, on the scheduled day of installation, TC arrived only with the three master bedroom windows. I asked where were the seven sets of replacement windows, to which I received blank stares. I called TC and a representative promised to get to the bottom of it. Since this time I have spoken with several different TC representatives, all of whom promised to get to the bottom of it; however, to date we are still absolutely in the dark and are under the impression that the seven sets of windows were never manufactured. The team installed the three windows; however, when they were cleaning the picture window, I noticed that there were blemishes. These, we determined, were between the window panels. The QC representative took photographs of the blemishes and informed me that a replacement window would be replaced. The film on the outside of the picture window is defective, as it casts an orange reflection. We provided detailed photos in July. We have not heard from TC.

      Customer Answer

      Date: 11/24/2022

      The warranty on the windows installed in December 2013 is double-lifetime, meaning that they are fully warranteed for as long as we own the house and for as long as the next owners own the house.  Unfortunately we are not able to locate the contract at this time--we sent a request to Thompson Creek for all of the paperwork.  Our customer number is ***********.  We have never received a change order for any follow-up work following an installation.  A Thompson Creek representative visited in April 2021 to inspect the defective windows installed in December 2013 and to take measurements for the new windows for the master bedroom.  He advised me that the bubbling in the 2013 windows was the result of a manufacturer's defect and agreed to replace seven sets of double-hung windows (14 total windows).  The windows were supposed to be delivered and installed in June 2021 when the three master bedroom windows were installed.  I called Thompson Creek headquarters and asked why the seven sets were not delivered--a representative promised to get to the bottom of it.  Nothing came of that discussion and the ensuing several follow-up inquiries and discussions.  The status of the seven sets of windows remains a mystery to this day.  Speaking of the three master bedroom windows, which included a picture window and two flanking double-hung windows, the picture window has three very obvious blemishes between glass panes, which is a manufacturer's defect.  Furthermore, there is a large (over a foot square) orange glow, which is clearly visible from the outside.  I pointed out the blemishes to the quality control representative who visited after the installation.  He agreed that the picture window should be replaced, which is still pending. 

      Please let us know if you have any additional questions or need any additional information.  Thank you very much for your assistance in this matter.  Happy Thanksgiving.  *** & ***** ****************

      Business Response

      Date: 04/13/2023

      April 13,2023

      ********************
      Better Business Bureau


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

      This issue will be fully resolved as of 04/21/2023.

      Thompson Creek is in agreement with **. ********** that the windows in question should be replaced under the lifetime warranty. Replacement of these windows is still in progress.

      To date, we have completed the installation of all but one of these windows and have a service appointment scheduled at the **************** home on 04/21/2023 to complete installation of the final window.

      If there are further issues or dissatisfaction with the current remedies offered, we invite **. ********** to reach out to his assigned Customer Success Coordinator and we will act to correct the issues in a timely manner.

      Respectfully,

      **************************
      Director of Customer Success
      **********************
      8100 Penn Randall Place
      Upper Marlboro, MD 20772
      Phone: **************
    • Initial Complaint

      Date:10/28/2022

      Type:Order 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.
      Signed a contract 6/3/22 for 3 windows. Initial installation date 8/9/22, 2 windows didn't fit. Told measured incorrectly, new windows to be made and installed on 9/8/22. Again windows did not fit. Installers made an accommodation with my concurrence which involved fewer materials. Told by Project Manager Sydney cost of materials was $2143.02. Bill would be reduced by that amount. Advised her that had already been told would receive $150 credit for "inconvenience." Amount due then reduced again. Requested call from higher level which never came. After 2 weeks I called and spoke with Shannon who advised that cost of materials was $2043.02 ($100 less than stated by Sydney). She agreed to $350 "compensation" for inconvenience. Paid balance due. Received customer experience card and asked for call back that never came. How does this company calculate the cost of materials? How are windows measured that twice errors were made? What is the point of having a VP for Customer Experience if no follow up is undertaken with customers?

      Business Response

      Date: 11/09/2022

      Dear ******************** and BBB,
      Thank you for the opportunity to respond to this complaint. We have reviewed the issues mentioned in this complaint with the appropriate teams.
      We take your claims extremely seriously and work diligently to bring you to desired outcomes.
      Thank you for the opportunity to resolve your issue. We hope your experience with us moving forward will be positive.
      Sincerely,
      Brian *. W****, Vice President

      Business Response

      Date: 12/02/2022

      Good afternoon, upon investigation of **. **** concerns it was determined when the initial contract was signed steel pan removal was sold on the three windows. This pricing is generated by the size of the opening, and material costs as well as labor that is exerted into the removal process. The initial measure technician measured these windows in the fashion in which the steel pan would be removed at installation, and the new window installed in the opening. It was determined by the installation crew that there was a lack of substantial material behind the pan to properly install 2 windows. This was an unfortunate discovery which did result in the 2 windows being too large to be installed with the steel pan still intact. The cost per window for the steel pan removal was $1,021.51, which is a combined reduction of $2043.02 which was applied to the customers account. These concerns were addressed with a supervisor who extended an additional compensation of $350 due to the inconvenience. We do extend our sincerest apologies for the additional visit that was required to finalize the project, but must be forthcoming in the notion this was not able to be seen until construction was underway.

      Customer Answer

      Date: 12/09/2022

      [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:

      It fails to address points raised in my initial complaint and raises additional questions.

      If the price of pan removal was $2,043.02, why was I told initially by Sydney that the cost was $2,143.02?  Sydney pressured me to agree to a revised contract cost without the $150 "inconvenience credit" that I had already been told would be applied.  When I brought that up, she discounted the price by $2,143.02 plus an additional $150.  At that point I asked to speak with a supervisor as I had no confidence in the information that she was providing. 
      Why was I never informed that there was "a lack of substantial material behind the plan?"  I was only told that the pan would not be removed after the second installation crew revealed that the new windows were too small for the space with the pan in place and the installers had to fit material as "spacers" and use silicone to "make the windows work."  Otherwise, I would have had to wait for yet a third set of windows to be made.
      The "additional compensation of $350" referenced in this response was comprised of the original $150 "inconvenience fee" already granted after the first set of windows delivered were too big for the space (even with removal of the pan), plus the $100 discrepancy between the cost of removal of the pan (based on Sydney's price and the revised price of Shannon) and is in reality consists of only an additional $100 which the company indicates was compensation for issues "not able to be seen until construction was underway."  
      If removal of the steel pan was identified as an issue after the first attempt at installation of windows that were too big for the space, why wasn't I informed immediately?  No one ever said anything about the pan until the second installation was complete and agreement was needed on a final price.  Honestly it appears that the company is now trying to explain away serious errors in measuring, incompetency among their project management team and a lack of customer service.  Which was the last point raised in my complaint - why have a VP for customer experience when there is absolutely no follow up with customers?  My call to the company in response to their mailing asking for feedback, sent me to the project management team and no one returned the message that I left.  
      Luckily, I was not working under a deadline to have the windows installed.  The contract was signed on June 3 and the windows were only finally installed 3 months later under revised contract terms that were never made clear to me throughout the process.  This is not what I would expect from an established company.

      Regards,

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

    • Initial Complaint

      Date:10/18/2022

      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.
      Transaction date: July 7, 2022 First Installation Date September 13, 2022 Second Installation Date: September 19, 2022 Third Installation Date: September 22, 2022 Fourth Installation Date: September 29, 2022 Fifth Installation Date: October 5, 2022 Sixth Installation Date: October 10, 2022 AS of today, October 18, 2022 Manufacturing is still NOT completed *They made a point to claim that they do all their own manufacturing inhouse. FACT: All manufacturing is not completed inhouse by Thompson Creek employees. Our products were sent to an unknown third party.They continue to contact us to schedule installation, yet every time so far, we are told the product has NOT cleared manufacturing and appointment must be postponed. We had to reschedule other contractors around them, my husband has had to take six days off work and we cancelled a pre-planned mini-vacation to accommodate them.They have failed to deliver a product or the services to install product. I do not believe we are getting a quality manufactured product or services as we agreed to. Therefore, we believe a full refund is in order and we will take our business elsewhere.

      Business Response

      Date: 04/13/2023

      April 13,2023

      ********************
      Better Business Bureau

      Re:  Complaint ID# ******** 
              ***** & ***** *************;              

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

      This issue was resolved as of 11/08/2022 and a Full Refund was Issued on 11/14/2022.

      Thompson Creek freely admits that we were unable to complete the customers project in a timely manner due to supply chain issues pursuant to obtaining the sidelight for the customers door installation.

      Compensation was offered to the Thorntons if they were amenable to waiting and having us complete the project. In addition, a full refund was offered, and the customer chose the full refund.

      The offer of a full refund was made and accepted on 11/08/2023 and the refund check was issued by Thompson Creek on 11/14/2022.

      We sincerely apologize for any inconvenience that may have been caused by these delays.

      Respectfully,

      **************************
      Director of Customer Success
      **********************
      8100 Penn Randall Place
      Upper Marlboro, MD 20772
      Phone: **************
    • Initial Complaint

      Date:10/18/2022

      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 first contacted this business to have storm doors installed at my home, which I own, and a sales representative came to my home on Thursday, September 22nd. After the first consultation, I confirmed the items I wanted to purchase and signed the relevant documents, including a financing plan which involved a down payment of 365.00 $. After I wrote the cheque and waited for the sales representative to process it _ he took a picture and it was very quickly processed by the company the following day _ the sales representative stated more than once that I would be able to cancel, change my mind and receive a refund ANY TIME before the project would be further confirmed, that is to say after the manager's visit. In fact, I was told that a manager would follow up and do a further inspection on the spot to confirm measurements and other details. The follow-up appointment was scheduled for the following Tuesday, September 27th, at 4:15pm, after I specified that I am at work on weekdays from 7:30am to 3:30pm. I also specified that I am seldom available to answer my phone, because of the nature of my job (I am a teacher) and because there is no phone service where I work, and therefore communicating via email would be best. Long story short: nobody every showed up or called/emailed me to confirm or cancel, so I spent one week trying to contact the sales representative, who barely replied to my email and did not provide any explanations, either. So I reached out to their supervisor, who said that someone showed up at 1:15pm but was not able to contact me... strange, but misunderstandings happen, so I still confirmed the project and asked for another appointment. After another week with no new information, I sent an email asking for the whole project to be canceled and for a refund to be issued. So far, I haven't heard back from anyone, so they are basically keeping the down payment money without providing any service or any feedback.

      Business Response

      Date: 11/09/2022

      Good morning, we are extremely sorry these chain of events have taken place. Our records indicate the contract is currently canceled and a full refund was issued on 10/25. 

      Customer Answer

      Date: 11/11/2022

      [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. The company issued the refund and canceled the project at no extra cost, so the problem is no longer a problem.

      Thank you very much for your help!

      Regards,

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

    • Initial Complaint

      Date:10/04/2022

      Type:Order 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.
      The project in question was initiated in Jan 2022 and Thompson Creek incorrectly installed entry and storm doors in June. Being dissatisfied with their efforts, I sent the attached letter to their President, though no reply was received. The firm made a site visit on Aug 29 to correct their deficiencies, but on inspection, decided to reorder the doors and do fresh installations. On Sept 14, a tech remeasured the space for the new doors, and we expected to receive a new (no cost) contract addendum after which the doors would be ordered from the factory. Our last contact with the firm occurred via email on Sept 15, during which our Project Coordinator promised to get back to us with the new addendum. We are in to the third week with no response. I called this morning and learned that the Project Coordinator has left the firm and no one else has picked up the slack. A copy of the Sept 15 email was not uploaded due to size constraints.

      Business Response

      Date: 04/13/2023

      April 13,2023

      ********************
      Better Business Bureau


      Re:         *********************************
                       Complaint ID#********
      Dear ********************,

      This issue was resolved as of 12/20/2022.

      There was a misstep during the sales presentation in which the sales representative thought that they would be able to provide a fire-rated door frame to meet the customers specifications.

      During the preconstruction visit by one of our Project Managers it was determined that we could not procure a door frame that would meet the desired specifications.

      During installation the frame of the existing door was damaged,and our technicians made multiple trips to the customers home in an attempt to rectify the situation.

      In December of 2022, the customer was satisfied with the installed door, and he paid for the door in full.

      The customer was provided with compensation in the amount of $500.00 for their inconvenience.

      Thompson Creek freely admits that we did have a period of acute staffing problems during the timeframe in which this project was initiated which included heavy turnover of Project Coordinators.

      We sincerely apologize for any stress or inconvenience that this may have caused.

      If there are any remaining issues to be resolved, Thompson Creek welcomes the opportunity to provide any needed service as promptly as is practicable.

      Sincerely,

      **************************
      Director of Customer Success
      **********************
      8100 Penn Randall Place
      Upper Marlboro, MD 20772

      Customer Answer

      Date: 04/14/2023

      [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:

      I consider this situation to have been resolved.  However, I did not "accept" their response due to their failure to  respond in a timely and professional manner throughout this almost year-long process.   While the firm admits to staff turnover at the customer support position, nothing is said about the poorly trained sales staff; the failure of their front line manager to provide better oversight once the situation started to deteriorate; or the use of installation subcontractors who arrived at our home unable to speak English and not were not familiar with the scope of work to be performed.

      Ultimately, I request that your records depict this as a unsatisfactory encounter which may serve as a warning to others considering TC's service.

      Regards,

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

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