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:01/16/2025

  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.

  06/13/2024 was when documents were signed. I paid $13,514.74 on 08/13/2024. During install 2 of the new window frames were broken, 5 screen frames were not fit properly, one frame still doesnt, one screen still has a hole in it, screws were missing, interior trim was broken and not fixed, every room that had a window installed had to be spackled and repainted because of the marks and dents. I picked up loads of trash including broken glass, screws, nails and cut metal in my yard, garden beds, driveway and the street. Some s**** covers that go in the window frames were missing which is how I discovered the frames were broken. I notified ****** of Pro Windows about all of this. Before I signed the contract he told me if there were any issues to tell him. It is January of 2025 and the issues still havent been completely fixed. They replaced the broken frames. I told him I felt I overpaid for the work that was done and the extra amount of time this all took. We agreed that he would pay for and install a new front door. That was October 24. After I asked for a timeframe ****** told me he forgot to order the door. In December ****** said theyd fix the screens and other issues when they install the door. I asked if they could come fix the original work. They never did. ****** forgot most things I told him about. They started installing the door 01/13/2025 and finished on the 15th. None of the original problems were fixed. The back sliding door interior seal or the garage screen or the screen with a hole in it. I also have to repaint and spackle the entryway now. I also found screws, nails and trash inside and outside again. I have repeatedly informed ****** of the issues and he has not followed through as he said he would. I am upset with this company and the lack of respect for my word, my time and my money. From install to now ****** only came here once. His crews dont speak English which made it impossible to communicate problems. The problems were never fixed.

  Business Response

  Date: 02/06/2025

  Dear Mr. *********** we are sorry to hear that your experience did not meet the high standards we strive for. As a valued customer, your input is crucial to our growth. At Pro Windows, we are dedicated to providing outstanding service. We have been out to your home several times to address the concerns you raised, and if you encounter any additional issues, please do not hesitate to contact us at ************. We will promptly resolve the matter. Thank you for your business 
  

  Customer Answer

  Date: 02/07/2025

  Complaint: 22818909
  
  I have reviewed the business' response and am rejecting it because: I have brought the issues up during every conversation with this company and they repeatedly told me that the issues would be fixed. Not only did the original issues never get fixed, I keep finding new issues. If they were true to their word I would gladly have them back to my home, but their actions have proven untrustworthy. I would like a refund in the amount of $4,000.00 for all of the wasted time, money and the costs to repair all of the damages past and future. It has been almost 7 months. If they havent fixed the issues by now they are not going to. I have two of their employees on video at two different times looking at one of the screens that needs to be fixed and not fixing it because they didnt send the right size. They could not communicate with me and apparently decided not to tell their employer. I showed their employees the screen with a hole in it and they never changed it out. I showed one of the owners all of this previously and it has still never been fixed despite them telling me it would be numerous times. Why would I believe them after their many visits and they never fixed the problems. The owner came one time after the initial install and would forget the problems every time I brought them up again, even though I personally showed him each issue. I spent nearly $14,000.00 and this is absolutely absurd to be treated this way with the low quality of work, unprofessional behavior and terrible lack of communication between employers, employees and the client; myself. I would like a refund to cover the many hours of my time wasted, finding and hiring another company to fix the problems, replacing the screen door that was broken, costs of materials to fix the walls, paint, trim, and all of the potential new issues that may pop up as they have been. 

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

  Business Response

  Date: 02/14/2025

  We have taken care of any issues that Mr ********** has brought forth.  We ordered 2 new frames  that had small cracks and 1 screen  that was not right. That was covered under warranty, as all of Mr ****************** windows and patio door are under warranty.  We have went above and beyond to take care of Mr ********** concerns, We have date of order for new frames and screen, Proof we have been there to his home to correct any issues . We have called many times to see what  he is not happy with so we can correct it but , he will not return any phone calls.

  Mr ********** asked us for a new Exterior front door for his problems, as we go above and beyond to take care of our customers we decided we could do it at cost for him,  he declined saying he doesnt want to pay anything , so we decided just to buy a door for him , and install it free of charge to take care of the customer as we always do .The day after he got his new door he left a bad BBB complaint . We are not willing to give anything else to him other than taking care of any existing issues he feels he still has, we are more than happy to go out and correct that . We will not allow him to bad mouth and slander our company as we have extremely high standards and ethics. At this point if we cannot resolve this we have counsel who is more than willing to address this issue as he has posted multiple slander campaigns against our reputable company . 

  Regards , Pro windows of ************

  Customer Answer

  Date: 02/18/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:10/23/2023

  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.

  I ordered the H32313638353235**3236H on August 4th, *********************************************************************************** October. We waited and waited. Then I contacted them again and I told them not to come on October 25th because I have a doctor&#**;s appointment. They said they could do it before or after and I haven&#**;t&#**; heard anything from them. I would like my H32313638353235**3236H to be installed while the weather is still good. I don&#**;t want to lose my down payment either.

  Business Response

  Date: 11/13/2023

  We just put windows in her house. The issue has been resolved.