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:10/03/2022

  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.

  Nov 9, 2021, Window measured. Feb 7, 2022, Partial install. Installer sick. Throwing up. Windows not fitting and wrong window delivered. Contacted ********. Installer couldn’t lock 1 window. Feb 8, Checked. Noticed ground floor windows weren’t locking. Contacted ********. Tech arrived. Discovered holes that lock windows weren’t punched out by during manufacturing. Quality control didn’t catch this. Mar 17, Spoke w/******** after a few calls/messages. Ball dropped. She didn’t take responsibility and blamed others for scheduling issues. Windows weren’t ordered. Need to remeasure remaining windows again. Kept asking until ******** admitted another 4 weeks before windows ready for install, would call me back on Mar 30 and discuss a credit. Mar 29, windows remeasured again. Mar 30 ******** never called. Friday Sept 30, Rep called said install scheduled Mon, Oct 3. Hadn’t spoken w/anyone since remeasure on Mar 29 or ******** since Mar 17. Told rep I didn’t schedule install for Oct 3, hadn’t spoken w/******** in 6 months, extremely unhappy with services and want to speak with the president /vice president (Brian Wuest). Told they were not in. Rep suggested I speak w/********’s lead, **** ******** and I told her that I didn’t want to speak w/********’s lead. Was transferred to someone’s voicemail. Couldn’t identify who voicemail. I called back and asked for VP of operations (****** ******** ###-###-#### Ext ****). Left 2pm message. Then spoke w/****** and explained again that I was not happy with services and no install Oct 3. Told call was recorded. News forecasted rain in metropolitan area resulting from tropical storm Ian. ******** hadn’t spoken with me and scheduled an install for Oct 3. Despite conversations on Sept 30 that I didn’t want an Oct 3 install, workers arrived on Oct 3 to install the remaining windows. Told workers I didn’t schedule install. Shortly thereafter, ******** finally called and obviously didn’t recall previously speaking with me.

  

  Business Response

  Date: 04/13/2023

  April 13,2023
  
  ********************
  Better Business Bureau
  
  Re:   Complaint ID# ********
          Customer ******************
  
  Dear ********************,
  
  This issue was resolved, and the job was completed on 10/18/2022.
  
  Thompson Creek acknowledges that a number of missteps and scheduling issues took place during the execution of this product.
  
  We would like to sincerely apologize for the delays in completion and for any stress or inconvenience that may have occurred as a result.
  
  The customer confirmed satisfactory completion of all work associated with this project and that the materials used were satisfactory on 10/18/2022.
  
  In addition, the customer was granted a $500.00 refund as compensation for the delays and missed appointments.
  
  If there are any remaining problems or deficiencies regarding the work completed or materials used, we invite the customer to reach out to the assigned Customer Success Coordinator as soon as is practicable.
  
  Respectfully,
  
  **************************
  Director of Customer Success
  **********************
  8100 Penn Randall Place
  Upper Marlboro, MD 20772
  Phone: **************
  

• Initial Complaint

  Date:10/03/2022

  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.

  Beginning in March of 2022, we contacted Thompson Creek about installing 5 pairs of shutters and a screen door. TC, came out shortly thereafter to measure and all seemed well. A couple of months later the door came but the hardware was crooked.They agreed to correct that when they came out to install the shutters. The shutters came on or around 4/30/22 and they brought the wrong size. The new shutters were ordered but a couple of months later 2 pairs of shutters were missing. The measurement saga has continued to this day 10/4/22 with no shutters. Needless to say I have spoken to several persons at TC all of which have simply apologized. I spoke to the receptionist about connecting me to whoever can initiate a refund and she said that we signed a contract and therefore they cannot issue a refund I indicated that they did not keep their end of the contract. My dedicated contact specialist is ********* who has refused my calls in more than 10 occasions. i think that 8 months for a 6 week project with 4 different measurement visits with no refund option is unacceptable.What recourse options do I have?

  

  Business Response

  Date: 04/14/2023

  ********************
  Better Business Bureau
  
  
  Re:         Customer: *************************
  Complaint ID# ********
  
  Dear *******************,
  
  In this instance, ****************** contends that Thompson Creek has agreed to waive his full remaining balance due to installation delays and materials ordering issues.
  
  The project was originally scheduled to be completed in June of 2022 and was not actually completed until October of 2022.
  
  Although Thompson Creek acknowledges that delays occurred, we have no record of an offer to waive the remaining balance on the account.
  
  We invite the customer to contact his Customer Success Coordinator, ********, so that we can re-engage in a conversation regarding compensation that is fair and equitable for both parties. Compensation.
  
  Thank you for your time and attention to this matter.
  
  Respectfully,
  **************************
  Director of Customer Success
  Thompson Creek Window Company
  8100 Penn Randall Place
  Upper Marlboro, MD 20772
  Phone: **************
  

• Initial Complaint

  Date:09/17/2022

  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.

  On 06/16/2022 I gave a deposit of 500.00 for roof rake replacements. The scheduled date was for 08/12/2022, on that day around noon they informed me the crew wouldn’t be able to make. I informed them when I made the purchase that it was a time sensitive project and they told me this is normal timing because they had to get the materials. The crew finally came on 09/01/2022 were here about 90 minutes packed up and left. I thought it was strange because they were supposed to get the balance of the contract upon completion. They didn’t touch the front at all, the sides were just covered with aluminum and never replaced. The front and both side were supposed to be replaced and covered.I was contacted on 09 03/2022 about my satisfaction and payment when I informed them of the job not being complete and haven’t heard from them yet.

  

  Business Response

  Date: 09/27/2022

  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

• Initial Complaint

  Date:09/14/2022

  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 have a one bedroom condo and I was able to get quoted in October 2021 fairly quickly (I liked that they were locally manufactured and owned). I put down the down payment that day and made a special Saturday appointment in December 2021 as opposed to a weekday. They cancelled on me the week of and I was not able to get windows installed until February 2022. That would have been fine except a crack developed on one of the windows in May and I let Thompson Creek know and specifically asked for a fix before August with a new tenant coming in. They couldn't get an appointment scheduled at first and after doing all the legwork, they cancelled on me again the day before our appointment. It is now scheduled for this Saturday which is the final chance before the August deadline.Well, they cancelled on me the day of due to a scheduling error. When they rescheduled and came, they brought the wrong parts and didn't inform me. They did not communicate and failed to coordinate two more times after my last mention. As of now, the window is still not fixed on September 14.

  

  Business Response

  Date: 09/27/2022

  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

• Initial Complaint

  Date:08/29/2022

  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.

  The salesman came to the house on November 10, 2021. I needed one fire door and two sliding doors. I paid $3,500 as a deposit and accepted the fact that it would take several months for the products to arrive. Installation was scheduled for April 14, 2022. Two gentlemen came to the house to install all three doors. Unfortunately, I did not hover over them but should have. Below is a list of problems that need to be resolved promptly.I showed the salesman ***** the old sliding door in the dining room had some rotten wood outside under the door frame. When the installers were here I asked the gentleman if he removed the leaves from the rotten sill area. He had already placed tape across the threshold to the deck floor. While he stood inside the dining room he pulled up some of the white tape and took a screwdriver to the area. It came across that he did not care. I told him I would do it since he didn't seem interested in doing this step. In addition to the unprofessional installation, I have encountered problems with customer service. ******** is not the best at contacting me. I spoke with ***** on 6/1. He told me ******** would contact me. Today is 6/6. I spoke with ****** this morning and she was at least receptive and took my information. I was on hold to speak with that office for 29 minutes. I expect to be contacted this week with the date repairs will be made and completed. ****** told me the next available date was in July. The dining room door requires too much wiggling to lock. The lack of customer service in regards to the installation is horrific. Not only was the installation pitiful but one of the installers urinated on my basement bathroom floor! The fire door is too small, so they used filler and it is still crooked. The wood floor is ruined. The doors do not hang straight. Hard to lock. I have sent emails to the Pres. and salesman, without the Pres. responding. 8/3 I rec an email that the heads of install are working on a solution.

  

  Business Response

  Date: 09/01/2022

  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: 09/07/2022

  Good afternoon, upon reviewing customer ********* concerns. Our findings are as follows: client was contracted for two sliding glass doors and entry door replacements Nov 10th 2021. Preconstruction meeting was held Dec 3 2021. Installation was set that day for April 1st, we acknowledge the longer than normal lead times unfortunately with the pandemic we are experiencing some delays. Installation on April 1 was canceled per clients request and reset for April 14th. Post installation customer did express some dissatisfaction with the installation. A technician was sent out on 5/2 to access, upon his request he returned on 5/16 with a more senior project manager. From that visit it was determined that further services were needed, we have a return service set to remove and reinstall the sliding glass door that is current having spacing issues, mud and sand nail pops, install colonial casing and replace the sliding glass door handle. We will also be reordering the entry door to a different size to better fit the opening currently in the clients home. Finishing with shimming the bottom of the basement sliding glass door. Any unpleasant interactions with installation team member or internal staff has been forwarded to directing managers to address and we apologize regarding any frustration. The initial service date of 7/29 was canceled due to vendor delays on materials and reset for 9/12. We look forward to completing this project and bringing the installation up to our standards and ensuring the client is satisfied with the final project. 

  Customer Answer

  Date: 09/08/2022

  [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: 17791635
  
  I am rejecting this response because:
  

  Thompson Creek was here yesterday. Two kids installed a new fire door between the kitchen and garage, "fixed" the hardwood flooring by the dining room sliding door, and pulled the tape from the exterior trim of that sliding door to see what the other person did or did not do. It appeared the first person put some 2"x 4" or 1" x 4" pieces under the door, but it was not one long piece, but two. The rotted wood is still there, also.  

  
  

  When they pulled out the two window sashes and the screen in the dining room, they tried to fix the hardwood floor. I gave them some extra wood, but they cut it short and chipped a piece. The end product is the addition of a white quarter round and a lot of white caulk.  

  
  

  The fire door removal and installation were odd. He removed the original one they installed, removed the metal sill or tread from the concrete step, installed the new door, then put the metal sill or tread back on again. It is tough to step up or down since it takes most of the width of the step, but neither the concrete nor metal strip is wide enough for my foot. I had asked Thompson Creek to fix it so I could step on it.  

  
  

  A supervisor stopped by and checked the screen on the basement slider. He is ordering a new one for me.

  
  

  The best part was the caulking. I have never seen a caulk line that looks like they were trying to get it to be an inch wide. Caulk is covering part of my light switch cover in the kitchen.  

  
  

  I spoke with customer service, and they stated the manager and anyone involved in installing or who has been to my house would meet hopefully this week. This is never-ending. It is wasting my time waiting for them to repair things. It is mid-Sept. And the original sale date was in November.  

  
  

  I want this resolved now. Other things are still wrong. I have photos of all. Oh, the supervisor never introduced himself to me. He walked to the door while I was in the driveway and started talking to the worker. I had to go to him and ask him who he was.

  
  

  I appreciate your help.

  
  

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

  
  
  
  
  
  
  

  

   

  
  

  Customer Answer

  Date: 02/07/2023

  On Nov. 15th you emailed me that the complaint I filed was pending closure.  It is now February.  Just like Thompson Creek, no one is treating this almost $11,000 purchase with any sense of urgency.  I signed the contract with Thompson Creek in November 2021.  I spoke with ****** last week and she told me that she will call me Friday, Feb. 10th to confirm a team will be at my home Monday, Feb. 13th for half a day.  I told her it will take at least a day.  I sent her a list along with photos as she requested which is attached.  

   

  Next step might be 7 On Your Side, ****, etc.

   

  It is also sad that you never replied back to me.  Months of being ignored.  
  
  
  

  Customer Answer

  Date: 02/13/2023

  Thompson Creek has three people at my house today to replace all three doors.  Hopefully, they will be installed correctly, the floors cleaned up, etc.

  Customer Answer

  Date: 02/17/2023

  Thompson Creek replaced the three doors yesterday, February 14th.  The door between the kitchen and garage is still not hanging correctly in the frame.  The top left corner looking at the door from the kitchen is still sticking out of the frame.  It is not possible to lock the door electronically.  I must push the door a second time to close the door completely.  You can see that the space between the door and the frame on the right side is wider at the top and narrower at the bottom. Caulk is on top of the switchplate, and it appears the caulk was not applied to the top of the framing.  I emailed Thompson Creek with this information and was told a manager will come to the house February 22nd.  They also said that it is normal with this door  - having  to push it a second time.  I would like to see that in writing from the manufacturer.  I was not told this when I signed the contract.  

• Initial Complaint

  Date:08/25/2022

  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 contacted the Thompson Creek Lanham, Maryland office because water was coming in my slider door on the lower level of my home. They sent a technician to my home on August 17, 2022. The technician discovered the problem and repaired it. The technician took many photos of the damage to the surround area of the door and the hardwood floor. He said someone would follow up with me regarding the damage caused because the door was not installed properly. I had no issue with leaking water prior to the door install and I have been living in the home since 2003. On August 18, 2022, a representative called me and said they would not pay for the damages because it was a siding issue. I was very disappointed with this phone call; especially since the technician and I looked at the siding, and even lifted it up, to see there was no damage under or around the sliding. I explained all this to the representative who called me and she said she would “look into it” and call me back. I never heard from her and no follow up ever occurred.

  

  Business Response

  Date: 09/01/2022

  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: 09/07/2022

  Good afternoon, upon reviewing **. ********* concerns, our findings are as follows. Customer was contracted on 10/26/2020 for multiple windows and two sliding glass doors. All product was measured and installed Dec of 2020. In August of 2022, **. ******* reached out regarding a leaking issue she was experiencing with the sliding glass door located in the basement. Two service technicians were sent out and were able to identify and locate the source of the leak. Their findings were the j-channel above the sliding glass door which is original to the siding installation was not properly nailed nor flashed to the customers home allowing water to come in behind the j-channel above the door. Once findings were supplied back to the office, the account was thoroughly investigated to which it was determined at the in home product demonstration with the sales representative on 10/26/2020, it was noted that the sliding glass door in the basement had potential water damage. This has assisted in determining that the leak was existing prior to Thompson Creek installing the door, and not in direct relation to the product or installation that was completed. In good faith, we would be more than happy to receive a quote of repairs to the area effected and are willing to cover 50% of the damages due to the amount of time that has passed. This would need to be a repair quote not replacement, and only pertaining to the area by the sliding glass door in the basement. Thank you, 

  Customer Answer

  Date: 09/08/2022

  [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:  While it is possible to repair the area around the door frame, it is not possible to "repair" a hardwood floor.  I have lived in the house for 20 years and never had a problem with the door leaking until the new door was installed.  How do you propose you can "repair" a hardwood floor?
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:08/24/2022

  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.

  So Thompson Creek installed our front door, while working on the door they buried the wires for our security doorbell and didn't do all the caulking around the door. We called them a day or so after we realize the problem, it took them months to send someone out to look at the problem and another month or so before they fixed the caulking but not the doorbell issue. During this time we contract them to but in new doors in our basement and they promise to go back in and expose the wires for our doorbell and pay whatever service charge the security company will charge for the second visit. During the second install the techs had no idea they are to fix the doorbell issue. Eventually they expose the wires and we call ******* to come back out to reinstall our security doorbell to only to find out that the wires were clipped and did not attached to the ringer inside the house. I call Thompson Creek and explained all that and they refuse to fix the problem they created. They sent me a coupon to refer them to friends and neighbors. This has been a horrible experience and I would never recommend them. Thompson Creek can't fix what they broke in my house why would I put my reputation on the line and recommend them. Their action has shown me they only care about the money and not about doing what's right and fair for their customers.

  

  Business Response

  Date: 09/01/2022

  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: 09/07/2022

  Good afternoon, upon reviewing the concerns listed in this complaint, it was determined at the preconstruction meeting with ************************* on 9/17/2021 that the front door bell was not operating and this was brought to the attention of the Mrs at which point was acknowledged. The initial installation crew (Jan 10th 2022) did place the door bell wires behind the door frame causing an additional service needed to expose them so that the client can connect a door bell. This service was completed June 25th 2022, the initial measure technician was present as the quality assurance technician and recalls the conversation with the Mrs pertaining to the door bell not operating. Thompson Creek does hold themselves and their installers to any damages that may occur during a installation, however being that this specific concern was already present, we would need an electricians findings and damage assessment to cover any repair costs. Our field managers nor installation teams are qualified to assess any electrical concerns. Should the ***** family obtain a electrician that can provide insight supporting the damage claims, we will cover upon having the documentation submitted. 

  Customer Answer

  Date: 09/08/2022

  [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. 
  For the record, there's no way they can say the door bell was not working when they had to take the old doorbell  ioff the frame before they replaced my door.  We will find an electrician and have them fix it and submit to BBB for refund from ******* *** ****. 
  

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

• Initial Complaint

  Date:08/08/2022

  Type:Billing 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.

  Repeatedly call to request to Opt Out. But, I am still getting harassing junk mail flyers to my home. Today I called : 08 Aug 2022 called *************** and spoke to *****. Request to Opt Out. Time was 5:09 PM.Please be advised if this continues to happen, I will charge a $4,000.00 fine per incident of occurrence.I request confirmation Thompson Creek will stop harassing me. There is no financial incentive for them to continue to harass me. I promise to not use them. I will share my experience with my neighbors. If they do not, they agree to a $4,000.00 fine. My terms are net 10 / 30. I expect payment by certified cashier's check.

  

  Business Response

  Date: 09/01/2022

  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: 09/07/2022

  Good afternoon,

  We have this customer listed on our do not mail list that is sent to our mail vendor weekly.  Our mail vendor creates facing slips for each postal carrier route indicating which addresses do not want to receive mail. 
  
  We are taking extra steps to make sure that these homeowners do not receive our mail.  We are doing everything we can to make sure the mailer cease, but ultimately it is up to the USPS postal carrier to make sure it happens.  We do not have full control over what the postal carrier does. We apologize for any inconvenience this has caused and have notified our marketing department. 

  Customer Answer

  Date: 09/19/2022

  [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: ************************* <**********************>
  Date: Mon, Sep 19, 2022 at 1:54 PM
  Subject: #******** - Thompson Creek Window Company response does not make sense
  To: <************@mybbb.org>
  
  Good afternoon.
  The response from Thompson Creek Window Company does not make sense.  In their response, they blame the USPS for delivering the mail Thompson Creek generates.  However, Thompson Creek is not taking responsibility for generating mail - sometimes each week and sometimes multiple mailings in the same week.
  
  Enough is enough.  Thompson Creek needs to stop harassing households who do ot want to do business with them.  Thompson Creek needs to be responsible and accountable for the harassing junk mail they create.
  
  Respectively,
  *************************

• Initial Complaint

  Date:08/08/2022

  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.

  The color of exterior and interior doors I chose and had installed by Thompson Creek (8/27/2021) were against my HOA's specifications. Two months later, I emailed Paul S******, the project manager, explaining the situation and requesting the need to have the door color changed. He responded on 11/15 to confirm the exact color. At this point, there was a three month lapse in communication. I connected with Mr. S****** on March 25, 2022 with the correct color/ brand and a letter from my HOA giving me extended time to change the doors colors. I received a response from him the same day, saying he would have an update ASAP. Between April 5th and May 14th, we remained in regular contact, confirming doors/colors and brands, cost, and contractual terms. On May 27th, I emailed Mr. S****** that I had a Thompson Creek Gift card and HOA penalty that I would be applying against the balance. Despite reaching out to Mr. S****** and Ms. K**** (a co-worker listed on a previous email), I have received no communication from Mr. S****** since May 14th. I have also been penalized with additional HOA fees.

  

  Business Response

  Date: 09/01/2022

  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: 09/07/2022

  Good afternoon,

  In June of 2021 ************ contacted Thompson Creek for a front entry door with storm door, as well as gutters. Upon agreeing on terms and conditions, ************ was contracted for a Snow mist white interior and Vallis red exterior. During the preconstruction meeting it was not disclosed that ************ had an HOA, without having this information her account remained able to move forward with installation. Her order was placed and subsequently installed on Aug 27th of 2021. Post installation, there were no concerns brought up. Home Owners Association approval is the consumers responsibility due to specifications unknown to Thompson Creek, any adjustment in the color would require a complete remake. Upon finding this information out. Paul S********* the original coordinator on the account did provide a billable service to ************ via email. Once this was submitted it was reclassed to our service department, this information was left in a voicemail to ************ on Nov 15th 2021. Our service department reached out via telephone on Aug 20th 2022 to see how ************ wishes to proceed. Attached is the billable service that was submitted to ************ with a 40% reduction in pricing, based off the specifics she was able to obtain from her Home Owners Association. 

• Initial Complaint

  Date:08/08/2022

  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 have purchased windows and a gutter system for my current home. I was told during every meeting with every Thompson Creek representative I had that everything I purchased had a "double lifetime warranty" and that when I went to sell my house the warranty process would be easy and a great selling point. I have been trying for more than a month to literally get anyone on the phone to give me details about this process, and now that I've got a closing date to give me the paperwork necessary for the warranty transfer. Everyone seems to be dodging calls, not returning messages, not calling back at all when they said they would. Basically, it's been nearly impossible to get any relevant information about this.The only somewhat relevant information I got was that my gutter system "should" transfer and that a few of my windows "should" transfer. I was told, for the first time, that any of the casement windows that were installed in the house (the windows that actually open) not only do not transfer their warranty, but are actually cheaper, lesser quality than the few picture windows that were installed.So as resolution, I would like to get the warranty transfer paperwork necessary to transfer the valid warranties. I would also like to know why, despite being explicitly told by the Thompson Creek representatives, that my windows that actually open do not have a warranty that transfers. This was at the most generous reading strongly misleading, if not an outright lie by the representatives about what I was getting with my purchase. I'm sure this was buried in fine print somewhere, but not once did any person mention it.At this juncture, it feels like Thompson Creek is doing literally everything in it's power to not honor the warranty transfer process. I do not feel, given this service, that they should be allowed to advertise the "double lifetime warranty" during meetings if they are making it prohibitively difficult to use.

  

  Business Response

  Date: 09/01/2022

  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: 09/07/2022

  Good afternoon, upon reviewing **. ***********'s concerns, it was determined that the information provided by the representative was inaccurate. The double lifetime warranty covered any Thompson Creek manufactured product which does include the casement's in question. We have used this a learning opportunity for our team, and will be drafting and submitting the warranty document to **. ********** by the end of the week. We apologize for any confusion and appreciate your patience in allowing us to resolve this. 

   

  Customer Answer

  Date: 09/08/2022

  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. 

  
  

  However, I still need to confirm receipt of the promised document(s) in order for this complaint to be fully closed. 

  
  

  Thank you for the assistance,
  
  ***********************************