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Business Profile

Replacement Windows

Masterpiece Windows
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:11/07/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Iased a double window from Masterpiece Windows ******* ********) on October 20, 2018 with a 5 year gurantee. Every year since my purchase I had to call him to report a leak coming from that window. Each time he has come out and tried to fix it. So far it has not been fixed. Each time there is a hard rain, it leaks. I called him October 3, 2022 and a guy named *** answered the phone and told me he was handlng everything now and assured me he would resolve the issue and get back to me. Here it is over a month later and no phone call. I paid $1,460.75 to have a window installed with no leaks. They sho purchuld be held accountable and honor their warranty.

    Business Response

    Date: 11/25/2022

    Hi *******,


    We are so sorry for your frustration regarding a window Masterpiece installed in 2018.  It was unfortunate that our previous partner, ****** ********, was not able to resolve the issue with several attempts.  Regarding your initial interaction with me, please let me explain.  After taking over this project from ******, there was a miscommunication due to a major medical event that ****** had in Oct 2022.  ****** had to retire due to this major medical event.  Prior to his event, ****** told me that the situation was already being handled when I reached out to him after talking to you.  This is the reason for me not calling you back.  Hopefully this addressed the issue of me not calling you back after our initial conversation in Oct 2022.


    Regarding the leaking window, I reached out to you as soon as I found out that your situation was not being handled.  I visited your home and found a possible area where the leak might be coming from.  Instead of trying to fix the potential localized issue, our company has decided to go ahead and do a total replacement and reinstallation of the entire window unit.  We will honor the warranty and correct this situation once and for all at no cost to you.  We have already ordered the replacement window and will contact you as soon as it arrives and will schedule the installation promptly.   We really appreciate your patience.  Our new management is laser focused on providing top-notch service quality and maintain highest organizational integrity.  We hope you are satisfied with our approach to fixing your window leaking issue.


    If you have any further questions, please contact me directly.

    Sincerely,
    *** ******
    Masterpiece Windows
    Vice President, Operations
    Web: **************************
    Email: *********************

Masterpiece Windows is BBB Accredited.

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