Complaints

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:12/28/2024

  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 9/3/2024 **** ******** and **** ******* entered into an agreement with Express Siding to replace all windows and two doors on the back side of the house. The total cost for their services was $84,776. Siding Expressed asked us to remove all siding prior to installing the windows. When ordering the new 17 windows Siding Express ordered windows without a nail ******. The agreed upon contract calls for a full frame replacement windows. We spent thousands of extra dollars not covered by American Family to pull and replace siding that Siding Express asked us to pull down prior to window installation. Siding Express is a certified ******** Window installer (*** ******** Windows website) but they installed 17 windows improperly at our home by not following building code or ******** Window installation instructions. Actually, they would have installed all our windows/doors incorrectly (not code compliant) had I not identified the code violation. How a certified ******** Window installer could not flash the rough in openings prior to installation is beyond comprehension. Flashing the rough opening secures the windows and home against rot, mold, water etc. Due to the 17 windows not being up to code the only resolution **** and I will accept is for Siding Express to replace all 17 windows with new windows and install the windows *** ******** Window installation instructions and per ***************************** provide a full refund. During our conversations we told Siding Express the only resolution we would accept and ***** the owner said he needed to speak with an ******** Window representative. There is no way to bring the windows up to code without taking the windows out and replacing them with new. We purchased new windows and that is what I want new windows not windows that have been installed and uninstalled thus making them compromised. **** ******** sent an email to Siding Express's owner asking for a resolution by 12/27/2024. The email went unanswered.

  

  Business Response

  Date: 01/13/2025

  The windows and doors are installed correctly, in a good and *******-like manner.

  
  I have included an email from ********************** and attached the installation to the specific * series window that we installed. Note: *ach series of windows has its specific installation guidelines.  As the letter from ******** states they still leave it up to us to determine the best installation technique that we determine per situation.
  
  Replacement windows are exempt from the building code. We had a conversation with the local building inspector to confirm that replacement windows are exempt from the code.
  
  We have reordered the 2 miss-measured windows and have offered to either install them or deduct a Total of $800 off their bill if they want someone else to install them.
  
  The manufactured defect in the glass and the 2 missing screws are covered by ********** warranty department.  ******** has already been notified and parts have been ordered.  **************************** will handle this as a warranty issue and take care of it.
  
  
  We have also offered to supply trim pieces that cover s**** caps in the jamb for no extra charge. 
  
  The patio door was ordered exactly the size we needed to properly fit the door in the rough opening, install foam insulation and shims.  To finish, we will either caulk or add metal flashing.  This is standard procedure for replacement doors in brick. We can do it or deduct $250 if they want to have someone else complete.
  
   
  
  Thanks
  
   
  
  ***** Roberts
  
   
  
  
  
  
  
  
  
  
  
  ============ Forwarded message ============
  From: ********, **** <**********************************************************>
  To: "***************************************************************"<***************************************************************>
  Date: Mon, 30 Dec 2024 10:02:06 -0600
  Subject: Installation
  ============ Forwarded message ============
   
  
  *****,
  
  Writing to provide some additional context to our discussion. Our installation instructions are guidelines and best practices that vary depending on the product line and application of which there are many. In general the industry defers to and in some areas our guides mention that the Contractor and or architect (new construction) are to interpret the site specific installation requirements for any project and apply the best practices accordingly. This based on the wide variety of applications and building types that our products are installed in globally, especially when it comes to replacement. In this case we dont have a guide specific to a through the frame, no ******, replacement installation for the * Series DH. We are in the process of updating all of our guidance and this hasnt been addressed as of this writing and dont expect that will happen soon based on need. Ive attached an engineering document showing a through the frame installation method on page 4 which is required in certain coastal areas to bolster the standard installation. Through the frame is typically a stronger than a flanged install and is required for new construction in many coastal markets today.
  
   
  
  Please let me know what else we can do to be of assistance.
  
   
  
  Thank you,
  
   
  
  **** ********
  
  Account Sales Manager
  
  ****************************
  
  C*LL ************
  

  
  

  Customer Answer

  Date: 01/13/2025

  Complaint: 22740138
  
  I have reviewed the business' response and am rejecting it because: Per the contract between Siding Express and **** ******** and **** ******* the window replacement is "full frame replacement" not "retro fit replacement". What ***** Roberts stated in his response about the ******** Window leaving installation instructions up to the installer is incorrect.  He is correct that each series has installation instructions based on the type of window etc.  The picture windows with flanges per the attached need to be flashed *** ******** Windows instructions which is congruent with the building code for St ******* Mo County code below: Please pay specific attention to the following wording.  Windows must be installed per the manufacturers instructions. & 1. The replacement window is the manufacturer's largest standard size window that will fit within the existing frame or existing rough opening. The replacement window is of the same operating style as the existing window or a style that provides for an equal or greater window opening area than the existing window.  If ***** followed the attached installation instructions which include interior rough in flashing pan/sill  (flashing going up rough in 6" on both sides and ordered windows the largest size per the opening I wouldn't have a compliant.,  However that did not happen, the two doors have gaps of 1 plus inches and the exterior slider has gaps plus an unfinished install.  What also bares mentioning is the two trapezoid windows were measured incorrectly so it isn't too far fetched to believe the two doors were also measured incorrectly?  The acceptable gap per the window industry for energy efficiency is 1/8" on all sides leaving room for house wrap, flashing and enough room to install, not allowing over an inch gaps on all sides.

  On Jan 7, 2025, at 4:47?PM, Building and Code Enforcement <**********************> wrote:
  
  Good afternoon, 
  
  Please see below what ***************** requires of unincorporated properties regarding window installations:
  
  R314.4- Interconnected Smoke Detectors,  R31452 - Carbon Monoxide Detectors.  Per the International Residential Code, R310.5 ***lacement windows for emergency escape and rescue openings.
  ***lacement windows installed in buildings meeting the scope of this code shall be exempt from Sections R310.2 and R310.4.4, provided that the replacement window meets the following conditions:
  1. The replacement window is the manufacturer's largest standard size window that will fit within the existing frame or existing rough opening. The replacement window is of the same operating style as the existing window or a style that provides for an equal or greater window opening area than the existing window.
  2. The replacement window is not part of a change of occupancy.
  R310.7.1 Existing emergency escape and rescue openings.
  Where a change of occupancy would require an emergency escape and rescue opening in accordance with Section *****, operable windows serving as the emergency escape and rescue opening shall comply with the following:
  1. An existing operable window shall provide a minimum net clear opening of 4 square feet (0.38 m2) with a minimum net clear opening height of 22 inches (559 mm) and a minimum net clear opening width of 20 inches (508 mm).
  2. A replacement window where such window complies with both of the following:
  2.1. The replacement window meets the size requirements in Item 1.
  2.2. The replacement window is the manufacturers largest standard-size window that will fit within the existing frame or existing rough opening. The replacement window shall be permitted to be of the same operating style as the existing window or a style that provides for an equal or greater window opening area than the existing window.
  
  Windows must be installed per the manufacturers instructions.
  
  Thank you!
  
  Building and Code Enforcement
  
  St. Charles County Government - Community Development
  F 949-7336 | **********************
  
  

  ***** is quoting the ******** Window representative on a totally different issue and part of my compliant which is some windows having no nail flanges.  The reason for this complaint is Siding Express ordered windows without flanges knowing per the contract the home owners were removing the siding.  The other complaint and most important 17 windows and 2 doors were installed without rough in flashing.  All ******** Window instructions require the rough opening pan and sill to be covered in house wrap and then flashing a water proof membrane which Siding Express failed to do during the installed leaving our home vulnerable to water intrusion, mold and rot. I have emails from ******** Window that provide the exact instructions attached for E Series windows which require interior and exterior flashing.

  Additionally, I received an email from ******** Window stating ***** Roberts, the ******** Window *** and the Building Inspector had an appointment with the homeowners **** ******** and **** ******* (listens to attached voicemail).  We never had such a meeting planned with the above mentioned.  Also as of 10/7/2025 and per **** Choika, ***************** building inspector he hasn't heard of any such meeting and has never spoken with ***** Roberts.

  Lastly, the installer found water damage on one of the picture windows, not only did he not install flashing but he stated the rot was not a concern.  

  Enclosing I no longer trust Siding Express to have our best interest in mind and would like a refund of $34,788 which is the difference between the $44,200 we paid Siding Express and the windows that were flashed and installed correctly after I caught the incorrect installation mistake.

  
  
  Sincerely,
  
  **** ********

  Customer Answer

  Date: 01/13/2025

  Please see the difference between a retro fit verses full frame replacement *** ******** Window. Full frame replacement mirror new construction installs and I've attached the installation guide for double hung windows.  So now you have both installation guides for double hung and picture and both call out the important factor of flashing the rough opening pan and sill and exterior. I also forgot to attach the voicemail from ******** Window.  

  Full-Frame Window Replacement
  ******** now brings you more full-frame replacement window solutions that go well beyond standard sizing. Learn if full frame window replacement is the best option for you.
  Full-frame replacement windows mirror new construction installations. The entire window frame and sash are removed, resulting superior weather tightness and often greater glass viewing area.
  Whether it's a double-hung, casement, awning or specialty window, you'll find it easier than ever to find the perfect window for your remodeling or replacement project. Choose from a broad range of full-frame window styles, along with both custom and standard sizing options to fill almost any rough opening.
  Full-frame replacement windows are the best option for you if one of these statements apply:
  There is rot in the window frame: trim, casing, or sill
  The window is out of square
  You would like to change the size or shape of your window.
  Basic steps to remove the old window:
  Window stops are removed
  Lower sash removed
  Upper sash removed
  Trim and casings are removed
  Sill and frame are removed, the rough opening is visible

  Customer Answer

  Date: 01/21/2025

  Windows were installed with no house wrap and no pan flashing which is code. They also ordered all the windows primed instead of factory finished and it was in our contract that they be white and not primed. The door also has a gap on top and the sides and is the wrong size, this is not the door that we ordered. On the contract, there were supposed to be screens for all the windows and there are not.  

  

  Business Response

  Date: 01/22/2025

  There is little to add to our original response concerning this matter.

  This was a replacement window and door project; not a new construction window and door project.

  The double hung and picture window installation guides that **** provided are for new construction.

  Even in the double hung installation guide under product and general information it states, Instructions may not be right for all installations due to building design, construction materials, or methods used and/or building or site conditions. Consult a contractor or architect for recommendations.This is also on the picture window installation guide noted on first page, second line under Thank you for choosing ********.
  

  This further illustrates Scotts point from the attached email,In general the industry defers to and in some areas our guides mention that the Contractor and or architect (new construction) are to interpret the site specific installation requirements for any project and apply the best practices accordingly.
  

  We stand by our claim that the windows and doors are installed correctly, in a good and *******-like manner.

  Customer Answer

  Date: 01/23/2025

  Complaint: 22740138
  
  I have reviewed the business' response and am rejecting it because:
  
  ***** Roberts of Siding Express has not address my issues and is incorrect on the fact that International Building code doesn't apply to replacement windows as well as the fact the document I provided for new construction windows is not applicable.  Please review the attached document which is a comprehensive explanation of all complaints with Siding Express with supporting documentation.
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 01/27/2025

  The windows were ordered are prefinished with White interior, we attached our order form. The screens are in our warehouse and will be brought out the same time as the 2 windows that we had to be reordered.

  The patio door is the correct sized that we determined to fit existing opening.  The gap is typical when replacing patio doors and will covered with alum coil or caulk.

  *****

  Customer Answer

  Date: 01/28/2025

  Complaint: 22740138
  
  I have reviewed the business' response and am rejecting it because:
  
  I feel like we are going in circles and ***** Roberts of Siding Express is not address the issues of my compliant.  In summary ***** breached our contractual agreement per each of the below:
  
  
  Installed windows without pan/sill house wrap and flashing - windows should of been ordered and installed per new construction guidelines due to Siding Express contractual request to remove siding
  We paid $24,037 which is the cost of Siding Express bid 
  All windows and doors are primed not factory finished paint in white - I understand how they were ordered but they came primed, Ive gone and looked at E Series windows refinished and have a sample. Additionally  I have an ******** Windows that are that were installed during the build which are refinished so I know the difference.  Perhaps ******** Window made a mistake please verify per onsite visit
  The sliding door is not the correct size nor is it the contractual size per addendum A -The contractual agreement states the door we agreed to is  72 Width x 82 3/8 See ID PD1 on addendum A.  The contractual size just reference is the exact size of the door they replaced which is a stock ******** Windows 200 Series door.  ***** of Siding Express didnt want to order a custom size door per the agreement so he installed a stock sized E Series door which is 71 Width x 82 Height.  The sizing difference is causing the gaps on the top and side of the door.  
  No screens were delivered per all operable windows per the contract - Per the agreement all operable windows should have been delivered with screens.
  We paid $24,037 to have siding removed and replaced Contractually Siding Express was to perform a full frame replacement which would be considered new construction windows
  All windows in siding should of be flanged
  All windows per code and ******** Windows install directions for new construction should be house wrapped and flashed
  Full frame replacement includes removing and replacing interior trim which did not happen and trim on many windows are now gaped at corners
  
  
  All supporting documentation is in the Word document.  If someone reads the Word document and reviews the imbedded contractual agreement between Siding Express and **** ******** and **** ******* they can verify all the information I provided is correct. If you need additional pictures please let me know.
  
  
  
  Sincerely,
  
  **** ********

  Customer Answer

  Date: 03/19/2025

  022725 JM: Left a message for **** to return a call. 030325 JM: Left a message for **** to return a call. 030625 JM: Left a message for **** to return a call. 031825JM: Spoke with **** ********* and she is now working with the *************** because of the lack of and poor communication from the company and she wants to get this resolve. Ms. ********* don't want this company back on her property. I offer ******** arbitration and she decline. Ms. ******** is working directly with the ********* and doesn't want to deal with Mr. ***** Roberts ever again due to his unprofessional behavior and nasty attitude . She wants the BBB to close this complaint she is working directly with the ********* and is getting results.

  
  

  

  Business Response

  Date: 03/19/2025

  030325JM: Left a message for Mr. ********************** to return a call.

  031225JM: Spoke with Mr. ****** and he has tried to contact the consumer and offered to bring her any additional material she may need and explain to the consumer the design of the windows are installed correctly. 

  031725JM: Mr. ********************** has been contacted by the consumers attorney for him not to talk with her anymore. 

  031925JM. Mr. ********************** has been contacted by the consumers attorney and the ********* for him to not contact the consumer anymore. Mr. ********************** claims he has tried to work with this consumer and he has now turn this situation over to his company attorney as he has been advised that he can no longer talk directly to this consumer. Mr. ********************** would this (Close) as he offered to work with the consumer and she has lawyer up and refused to deal with him directly.