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:09/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contract was signed 10/18/2023, paid 50%, paid another amount when it arrived to warehouse and paid the remainder after installation even though the colors didnt match. Installer took pictures to report back to the dispatcher.More parts were ordered and came in but were not matching what I ordered. The installer was very helpful as he took pictures and made phone calls to the manager in charge about the issue at hand. Suggest that the whole door should be replaced and verified before it leaves the factory. Quality control at the manufacturing level should have been able to clearly see this issue.September 16th, another vacation day used to resolve this situation but pieces were not matching correctly again.Ive been patiently waiting for this to get resolved but my patience is gone now.***** *******

  

  Business Response

  Date: 09/18/2024

  Thank you for the information regarding Complaint ID #********. We had the chance to go over this homeowner's concerns and we appreciate the chance to respond. We want to first apologize for the additional appointments needed after the initial installation of this project. While we do our best to mitigate those, they can happen, and we want to assure this customer of our commitment to getting this resolved for them. The homeowner did go into our office and met with the Operations Manager about their concerns. We have photos of the discrepancy in the stains and will be requesting an entire new door for the customer in order to address this as efficiently as possible going forward. The Operations Manager will be reaching out to the homeowner to discuss in greater detail, but we hope that these next steps show our commitment and drive to bring this to a resolution for our customer. Thank you for the opportunity to respond.

• Initial Complaint

  Date:04/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last year I told them I wanted them to install six windows. They installed the windows 1/19. He send text asking me to sign off on something. I did not know about texts. I finally did sign off on the text. It took a 3rd party company to find out that they paid Universal Windows Direct. The *** for the windows was 5200. I paid *******. They made me change in advance. The *** is with interest added. They replaced a window that did not need to be replaced. They still have not finished the work.

  

  Business Response

  Date: 04/08/2024

  Thank you for the information on Complaint ID #********. We want to first apologize for any confusion around the windows to be ordered and replaced by our company. That said, after a chance to review and speak with the customer today, we will be ordering the window in question so that we may install it into this customer's home. We appreciate her continued patience and look forward to getting this resolved for her. Thank you for the opportunity to respond! 

  Customer Answer

  Date: 04/10/2024

  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.
  
  Sincerely,
  
  ****************************************

• Initial Complaint

  Date:03/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought H32313638353235**3236H from them on *une 14, 2022 for $2,650 for both H32313638353235**3236H. The H32313638353235**3236H they installed are both leaking ever since installation. They said no they are not and I have a warranty on them and they are good until I sell my house. They said the * channels were broken in several places. I asked if he would come back and fix it and he said he didn&#**;t think so. They don&#**;t give you any receipts and I called them and they said they don&#**;t give them out. They said someone had tampered with the H32313638353235**3236H and they have not been tampered with at all. I would like for them to take both of the H32313638353235**3236H out and put in new H32313638353235**3236H.

  

  Business Response

  Date: 03/25/2024

  Thank you for the information regarding Complaint ID #********. We appreciate the chance to review and respond to this homeowner, with whom we have had the pleasure of speaking with over the last few days in an effort to resolve her concerns after the last visit. We have determined a punch list of work needed to address the concerns that the homeowner is seeing with the window. It is not an issue with the window itself, but the exterior finish trim. We are in the process of working with her to schedule, and would like to return to her property to complete the work as soon as we can, now that we have determined what is needed. We have also printed and mailed out a hard copy of this customer's agreement with our company and the service tickets from the prior visits for her records, as per her request. It is our commitment, as part of our lifetime warranty, to address any warranty/service concerns on the windows we installed, and we look forward to the chance to do just that. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 04/24/2024

  They did work for me, I signed the receipt but received a blank sheet in the mail. I would like a detailed bill sent to me.

  

  Business Response

  Date: 04/30/2024

  Thank you for the additional information regarding Complaint ID #********. We are happy to mail out a copy of this customer's receipt/paid in full invoice! We also would ask, should she have any concerns or questions, that she reach out to us directly either by phone: ************ or via email: *************************** We hope that, in working together to resolve her concerns, she understands our commitment to her project and that our team is here and ready to assist with any questions she has. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:01/23/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a representative, *****, visit our home from Universal Windows Direct. He quoted us $12K for 6 windows and gave us a promotion price of $9500. We let home know we were very interested and would consider the estimate. Reviewing our notes as we have had several companies give estimates, we recalled that the website when we booked the appointment said buy two get two free and that was never mentioned. The website also clearly says act now for a free triple pane upgrade and they will double the energy tax credit.
  
  I called ***** asking about the buy two get two option and the free upgrade. He said the buy two get two was included in the price with some scribble on the estimate that we never would have been able to read and he said that the triple pane upgrade was in 2023. I explained to him that it was still on the website at the very front and with not honoring it, that is false advertising.

  

  Business Response

  Date: 01/29/2024

  Thank you for the information on Complaint ID #********. Our Sales Team has a variety of promotions that can be offered throughout the year depending on the promotions that are valid at the time of the appointment with the potential customer. If the customer has a concern with the pricing or promotions offered at the time of sale, we would be happy to have our team reach out to clarify any of those questions. At this time, the homeowner has not signed an agreement with our company but we remain willing to revisit to see if we can be the company that meets their needs for the upcoming project. Thank you for the opportunity to review and respond! 

• Initial Complaint

  Date:01/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  9/20 & 25/23 Salesman came to home&we financed 2 picture windows,2 small sliders,2large sliders,3regular windows.11/5/23 Crew struggled to make them fit.Windows too big for openings.2 inches of space or more around entire windows.Used wood to hold windows in opening-screwed the windows in middle of opening-covered with plastic trim and put caulk on.One window did not fit at all.We asked them not to take our old windows out and put the new ones in if they did not fit.They said they remeasured and it would fit but it didnt.One worker said it didnt matter they would make the look good?We said NO they need to be put correct not just look good.**** said windows were measured wrong.Talked to CS & told them not acceptable-windows are sagging,leaking air,crooked-all wrong-told crew now saying they were not too small-UWWwill have someone come remeasure. 11/16-windows remeasured told ALL our windows were put in incorrectly but put in accordance to industry standards.UWD send another crew to reinstall all windows fix problems.12/1-Windows are taken out and supposedly reinstalled correctly.Weather has been unseasonably warm-it starts to get cold we notice air seeping in through panes trim and caulk.The bedroom is freezing cold and kitchen picture window is leaking counter and floor are freezing.I did the incense test UWD recommend (recorded it) you can see the incense blowing straight and swirling around the window were it is leaking in.1/15/24-Called CS they sent a tech out 1/17/24 he said the air that I feel is not uncommon ALL windows let in air.He said that the windows are in according to industry standards but he put in a chimney block and some kind of draft material.I asked what industry standard was-he said he had been doing this for 20 years so thats industry standard.Called UWD CS they were rude but sending another tech 2/12. Industry standards are brand new windows leaking?might as well kept my old windows.I have notes/pictures/video.Want fixed now!

  

  Business Response

  Date: 01/24/2024

  Thank you for the information on Complaint ID #********. We appreciate the chance to review and respond. We had our Field Technician out to this customer's property last week to inspect the window/draft concerns that the customer had called in about. After his inspection, he did determine that our windows are operating properly, and he added a few extra parts to the window channel to help mitigate any draft the customer is feeling during this cold weather. After that visit, we had another call with the customer and have set a secondary return visit to do a more in depth review of the window installation to help ensure that everything is operating as it should. We appreciate this customer's patience while she utilizes the lifetime warranty on her products and we look forward to our upcoming visit to help bring this to a resolution for her. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 01/27/2024

  Complaint: 21160657
  
  I am rejecting this response because: The windows were supposed to be custom fit and they have at least 2 inches of space around the window-there was hardly any installation foam if any-they just put plastic trim and caulk up.  The windows let lots of air in around the trim/caulking area and the sashes and no amount of chimney blocks and whatever else was put in the window spaces is fixing the problem.  Our windows were put in very badly by the first crew on the first attempt and then the same windows were reinstalled by a second crew.  The first time the windows were put in they were hanging by a few screws in the middle of the window opening (wood shoved in to hold up windows, very little installation, smiley faced, crooked, twisted, windows with messed up sashes).  The picture window in the kitchen is so terrible you can stand at the counter and feel the cold air on the kitchen counter and floor. This window was never taken out and refit because we were told it was done correctly by the first crew. Whenever they have come to look at or repair the weather has been unseasonably warm, so it has been hard them to experience what we are.  I want new windows that fit/insulated put in my home.  I am making payments on windows that are absolutely NOT energy efficient like they advertise...my old windows were better than these.  I am tired of hearing our windows are installed to "industry standards"- show me something that states what industry standards are-"because I have been doing this for ***** years" is not a legit answer.  Brand new indows that don't fit and let cold in are not acceptable.  I will admit they look nice but that is about it.  I have been trying to give *** the benefit of the doubt and work with you to get this resolved but I am really over the inconvenience this has caused my family (our personal time/time off work, home in disarray, etc). On the *** website they have a page that tells you how to tell if your windows need replaced (incense test, feel cold air with hands, etc.)  Well, we did those tests.  I have video of the incense test and we had thermal photos done of the windows, and you can clearly see the cold air problems. Our windows are brand new *** windows, and they are according to *** needing replaced because they are not energy efficient???  Something is very wrong with this.  I have photos and videos of the energy inefficiency and the 1st window install problems we encountered.  I will post a few on here but not all-there are too many.  I would be more than happy to show them to you.   If I don't hear from you sooner, I guess we will see you at the appointment we have scheduled in February.  At this point I do not want any more stuff crammed in bad-ill-fitting windows.  I want new windows that fit and are installed correctly. If you can't do that, I want my money back. I want windows that are insulated correctly between the window and the opening without a huge space between the window and opening.  I do not want the space between the window left open hidden behind trim and caulk. This install could not possibly be "Industry Standards" -if it is there is a serious issue with the window industry in general.    
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 01/27/2024

  These are thermal imaging pictures of our windows.  You can see the difference in temperature as well as what appears to be air leaking in the windows.

  

  Business Response

  Date: 02/02/2024

  Thank you for the additional response on Complaint ID #******** and the chance to review the photos provided by the customer. We would first like to recognize that while a thermal imaging photo can provide a lot of details, these photos do not show the day, time, or outside temperature at the time of the images being taken. These are all factors that impact the evaluation of an image such as the ones provided by the customer. That said, what these images do show are the multiple different building materials you can find in a home (the glass and vinyl of a window, the walls, etc.) and the impact of all their varying R-values, or insulating effectiveness. 

  These images prove that the surface temperature of our vinyl windows is cooler, specifically at the meeting rails, or where the operable sashes come together, which is also the most challenging spot to mitigate varying temperatures. While the surface temperature appears cooler, as shown in these photos from the customer, our ********************** are, and are rated, to limit the air infiltration from the outside to the inside. These windows are operating exactly as they should be, as is evidence by our multiple visits to this customer's property. 

  As stated, we have another visit scheduled, as an act of customer satisfaction, to do another round of inspections to ensure there aren't any additional steps we can take to assist with this customer's concerns. We appreciate the chance to respond, and look forward to this upcoming visit. Thank you! 

  Customer Answer

  Date: 02/06/2024

  Complaint: 21160657
  
  I am rejecting this response because:
  
  Complaint: 21160657
  
  The thermal windows pictures do have a date and time stamp it is actually in the file name.  Also, if I follow the information that is posted on your website our BRAND-NEW UNIVERSAL WINDOWS NEED REPLACED because they leak and are inefficient.  I have a several videos of the incense test that I tried to include in this rejection, but the files are too large even zipped but I would be more than happy to share them. The incense and the  thermal imaging pictures (sent previously) prove that your windows failed, or the installation was bad or both.  NOT ACCEPTABLE!!! 
  
  
  
  Sincerely,
  
  *********************
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 02/12/2024

  Today, another UWD **************** person came out.  After showing him thermal imaging and the incense test and showing him the cold windows, he concluded there is no problem with the windows.  We told him we did not have these issues till UWD windows were installed.   We have tried to work with them on several occasions and they have pretty much told us they can't recommend our windows be totally replaced with ones that were not twisted, smiley faced, sashes replaced and other miscellaneous problems.  They say we are not window installers, so we do not know what we are talking about.  We just want the windows we paid for to function correctly and be energy efficient.  These windows are not and we have proof.  He came out to check the windows today but only checked a few and peeled back a tiny corner to show us some installation and recaulked it. He made up his mind after looking at a couple windows - we had to ask him to look at the other windows and he just stared at them and said the same thing that he can't find anything wrong "they are all square".  He left and said he was going to have someone get a hold of us.  He offered us no paperwork to sign like the others.  They want you to sign their work orders, but they won't give you a copy.  I asked him if I could take a screen shot of what he wanted me to sign and he didn't seem to like that.  The last guy said they didn't give the paperwork to the customer it is for UWD.  All I have asked for ALL  the windows that were put in our home to be removed and all new windows be installed because they are leaking air and are not energy efficient.  They had to replace a sash in our window because it was warped but you are telling me that the windows frames were not ruined from the initial install.   They say they are all about customer satisfaction and we have a lifetime warranty on their windows but they don't want to fix the real problem.  My husband and I have missed lots of work and our home has been turned upside down.  I told him I was not satisfied with his answer so what now?  He said I don't know what to say...I could put some more window stripping on it?  I said yeah that hasn't worked from last time so why would we do that again.  We will get no satisfaction from them...they just come out over and over saying the same thing.  We need help...this is not working.

  Customer Answer

  Date: 05/15/2024

  TR 05/15/2024 [C]  ************ continues to say that our windows are industry standard, they are leaking air, and have other issues they refuse to address. We want the quality windows they promised us. 

  TR 06/04/2024 [C] I do not agree with the business response. We feel that the windows leak air and will look at getting another company to come out and inspect the windows.

  

  Business Response

  Date: 05/22/2024

  TR 05/22/2024 Mediator sent an email to the business regarding mediation.

  TR 05/28/2024 [BR]  Thank you for reaching out. Is the request for us to participate in a mediation session regarding this customer's complaint? If so, are you needing availability from us for that session? Could we look to the week of June 3rd? Either the afternoon of Monday June 3rd, Wednesday June 5^th or Friday June 7th.  

  TR 06/03/2024 [B] Would you have time for a call to discuss this tomorrow at 2pm? Let me know! [M] I have you on my calendar for a phone call at 2 pm on June 4^th, 2024.

  TR 06/04/2024 [B]  We have spoke to the consumer about our lifetime guarantee and have sent certified technicians to the home to inspect the concerns reported by the consumer. Our finding was that the windows are the exact windows that was ordered and they are operating as expected. No operating window will ever be 100% air tight, we tested the windows on multiple occasions. The thermal image they sent to us is reading an entire wall not just the window, so the reading can be somewhat misleading. We did find some concern with 2 window sashes, new ones were ordered and we will call the consumer directly to schedule that repair. Our company stands behind our lifetime guarantee and we value all our customers, however we do not find any issues with the windows that were installed, therefore no replacements can be offered at this time. 

   

  
  

• Initial Complaint

  Date:09/08/2023

  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.

  They ordered the wrong trim pieces needed for installing my windows and have assured me they would finish the trim  install once the correct pieces were ordered and shipped. It has been months and my window is still not completely installed.
  When I call and ask them for an expected date they tell me that I would just have to continue waiting. This is not an acceptable answer.   I have been waiting since June. They are dragging this out and it frustrates me and is causing me to possibly with hold my upcoming payment to them.  They do not appear trustworthy at this point because of the way they are dragging this along. 

  

  Business Response

  Date: 09/12/2023

  Thank you for the information regarding Complaint ID #********. We appreciate the chance to review this homeowner's complaint and would like to offer a little clarification as well. This homeowner was contracted for a replacement sliding glass door. The door has been installed, and the concerns that the customer is highlighting are esthetic changes. The handle sets and lock provided are the color agreed upon between this customer and our company, and they match the base color of the door which is standard for our doors. We are working with our manufacturing team to determine if we can change these, per his request, at our cost. We understand he would like an update and we will provide that to the customer so we can work to schedule our return visit to get this taken care of. Thank you for the opportunity to respond. 

  

  Business Response

  Date: 09/19/2023

  Thank you for the additional response on Complaint ID #********. We had the chance to speak with this homeowner to let him know the next steps and timeline for communication. As previously mentioned, the concerns in question, which UWD is addressing, are a change from his signed agreement and UWD is covering the cost for the upgrade to ensure he is satisfied with his installed product. This job is installed and therefore, these concerns lie within the lifetime warranty and service department. We appreciate the chance to respond, thank you! 

  Customer Answer

  Date: 09/29/2023

  UW service rep (*****) arrived on time this morning. He did a fabulous job, readjusting the door and screen so they uoerated much better than original installation. He finished the trim pieces above and below door to our complete satisfaction, installed the proper handles (hardware), gave us keys which we never received, and adjusted floor lock so it operated correctly. ***** is an asset to any company he works for!! We remain mystified at the incorrect order entered by our sales rep, this could have all been avoided if he had just done what we asked him to. If these handles were an upcharge, all he had to do was say so; we likely would have agreed to it. WE repeatedly confirmed with him our color wishes, and he told us no problem expected with the handles. "Standard" means nothing! We're happy UW did the right thing after we pushed them to. Appreciate the help of BBB. Thanks     BTW, I tried multiple times to log on with this updated earlier today, but the system wouldn't allow me access and nobody answered my call to BBB.

   

• Initial Complaint

  Date:07/12/2023

  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.

  Signed a contract on 7/9/21 for UWD to custom-build & install 35 windows, which included an agreement to do some repair to the exterior wood framing around picture windows in dining room. The job was promised to be completed in 3-4 days with 2 crews. The windows were “installed” Nov 1-4 by one crew of 3 technicians. We found instead of having custom built windows, we had windows that didn’t fit & the technicians made the windows fit by adding vinyl strips to fill the gaps; we learned these strips are not to be used on the exterior of the house due to weather exposure. Foam sealant was exposed for months on the exterior of the house. The screens were wrong (half vs full sized), which UWD resent correct screens; however, they leave a gap at the top. The wall around the picture windows wasn’t touched, as was promised it would be to be repaired to support the windows. The work was rushed & shoddy. The next 16 months we called incessantly asking a crew to return to finish the project to standard expectations - management only responded after days & sometimes weeks of calls. After 10 months of calls, UWD ordered new picture windows which were supposed to be the correct size, but they were “broken in transit”. Without our input they decided to just build a new wall around the current windows. A separate crew came out, removed the wall & replaced it with rough, unfinished wood & told us we would have to finish. Since then we have gotten multiple various narratives (sometimes they agreed, sometimes they disagreed, mostly we were ignored for weeks on end). This has gone on for 20 months now & only now has UWD contacted us demanding payment in 5 days for a job that is still incomplete. There are still items they said they were going to take care of & have not. Their extreme lack of communication & customer service is appalling & inexcusable. We are asking for a billing adjustment for the amount of time as well as the amount of work we have had to put into doing their job.

  

  Business Response

  Date: 07/18/2023

  Thank you for the information regarding Complaint ID #********. We understand and recognize that this homeowner is frustrated when it comes to the timeline of their project and the work that they believe still needs completed. We are working with them, as well as the Attorney General as they have filed this complaint on multiple platforms, to bring about a resolution on their project. We are currently reviewing the information provided so that a follow up to the customer directly can be offered in an effort to get this resolved. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:07/07/2023

  Type:Customer Service 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.

  My neighbor broke our window so we contacted UWD for a quote. We agreed to have them replace more windows as well on job # ****** which hasn't been started because the windows are being built, I'm fine with that but my payments have started which I understood that as well. For over a month now we have tried to get a quote for a single window on letter head to present to our neighbor for reimbursement but this has been too much to ask for. They will tell us the cost per window in text, but will not provide what we are asking for. It should not be that hard to provide me with a quote. The person who we signed with is being rude, and when I threatened reporting to BBB I got no response. All I want is a quote for a single window that I am already paying payments on. I am requesting someone from management contact me because this is bad business practices.

  

  Business Response

  Date: 07/12/2023

  Thank you for the information regarding Complaint ID #********. We appreciate the chance to review and respond to the information provided.  We would first like to apologize if the delays in the information requested has caused any frustration for the homeowner, as that is never our intention. We have looped in our Sales Management team who would be able to provide this information so that we can work to bring this to a resolution as quickly as possible. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:07/05/2023

  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 company ruined a lot of brand new landscaping including a $30,000 pond that was all completed the week before their arrival for putting new windows in. Caulk in my grass, rocks and on my new plants. They slid and threw parts of the windows out of the opening down the roof and on to the land below having to clean up nails from the windows. I also had to clean up after these men left each day (2day project) because they left caulk bottles, windows remains, etc from pulling out the old ones and putting in new ones. Broke some of my brand new landscaping lights and smashed several plants in the landscaping. One of the guys tried to use a window to open the front door (which was also brand new) scratching up the door. Very unprofessional company. I have contacted them for over a month with no response back. They said they would pay to have things fixed and I have yet to see any progress towards it. I’ve spent an extra $100 in the last month in water filling up the pond they put a hole in in the process of throwing stuff out the window. I now have to have the entire pond ripped out and replaced because you can’t just patch it.

  

  Business Response

  Date: 07/10/2023

  Thank you for the additional information regarding Complaint ID #********. We have been discussing the alleged damages with this customer in order to bring about a resolution. Based on the scope of what the customer has alleged was a result of our installation, we will be working to file an insurance claim in order to bring this to a close. We can have our team reach out to discuss the next steps on their project. We appreciate the chance to respond, thank you. 

  Customer Answer

  Date: 07/10/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:

  The business has not been in contact with me in over a month. I have sent numerous emails and have called at least every week or multiple times a week to get any answers on them fixing what they broke. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ******** ********

  

  Business Response

  Date: 07/14/2023

  Thank you for the response on Complaint ID #********. We can confirm that as of today, 7/14, we have spoken with the customer directly about next steps on their project to bring about a resolution. We apologize for any phone tag, but appreciate the chance to connect with her. We will continue to work with her through this process and as we navigate the insurance claim. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:06/02/2023

  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 had them install 24 windows, 8 out of the 24 windows are not put in correctly and two or three of the windows I was informed that they need to replace totally. I had the windows installed 06/2022. After they installed the windows I called the business to see when they would wrap and seal the windows, so they sent a supervisor. they clearly stated that there was something wrong with all the windows installed. None of the windows were installed correctly. A month later they sent two guys out to wrap and seal the windows. Then the one guy approached me with paperwork to sign, but the finance company informed me not to sign anything until they complete the work and I am satisfied with the work. I informed them when they complete the work with correction then I will sign the paperwork. I have not heard anything from them since then. This all happened last year. This started calling me last month in May/2023 to get a payment. I did not respond because to them. I decided to contact the BBB first. I want the work completed with corrections.

  

  Business Response

  Date: 06/07/2023

  Thank you for the information regarding Complaint ID #********. We appreciate the chance to review the details provided by the customer. We have involved our Operations Management team, and our Operations Manager has reached out and left a voicemail for this customer to discuss next steps so that we may bring this to a resolution. We look forward to their call back so that we may get this taken care of for our customer. Thank you for the opportunity to respond!