Complaints

This profile includes complaints for H & M Industries, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  H & M Industries, Inc.

  3931 Sunset Blvd Shelby, NC 28152-1030

  
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  H & M Industries, Inc.

  114B E Dixon Blvd Shelby, NC 28152-6742

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:10/25/2024

  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.

  This involves a request from this company to communicate with me regarding a problem with some windows they installed in my home many years ago. One of the windows has a broken seal and now allows moisture between the panes of glass - some of the others are allowing water to leak into the window frame. I sent a letter dated 10/14/24 describing the problem, a copy of the original invoice, and my notes from the conversations held at the time of the original sale and have not gotten any response. I sent the letter after leaving 3 phone messages that weren't returned. I have attached all the documents I described.Although this installation was many years ago, the original agreement that it was a lifetime warranty. At the time of the original installation, there were many other windows installed - identified as ****** brand. When some of them failed, I was informed that the company had been sold and the original warranty was void. The windows in question are not identified by band on the original invoice and don't have any manufacturer identification on them which seems they should be under *********** is certainly unacceptable that this company who came highly recommended when I used them in 2005 has become so unresponsive.

  Business Response

  Date: 10/28/2024

  We had spoke to Mrs. ****** on August 29, 2024 about the problems that she was having with her windows that she had installed by us in 2005 (19 years ago). I had informed Mrs. ****** that her limited lifetime warranty that she has was with the window manufacturer itself (****** Windows) , and if the problem that she is referring to (broken seals-moisture in the glass of the window panes) these problems are with the actual windows themselves, not the installation work that was done back in 2005. The window manufacturer company (****** Windows) cover the broken seals/ moisture problems that Mrs. ****** is having in her window panes, ****** Windows are responsible for coming out or sending replacement parts for the defective windows. Unfortunately, we haven't sold ****** Windows in almost 15 years now. We have our own custom brand window (HMI Window) that we have been selling for the last 15 years. *************************** was bought out in 2014 by ************************. Mrs. ****** would need to contact *********** Products directly to file a claim on the parts/windows that she needs replaced, or to have one of their agents come out and take a look at her windows. We received Mrs. ****** letter of complaint in the mail the week of Oct 14, 2024, in which I opened and immediately tried calling her off & on for the next several days, leaving messages for her to return my call. We had never heard back Mrs. ****** on this matter, until we received this complaint with the BBB. Unfortunately, ****** Windows/ KP Building Products are responsible for replacing Mrs. ****** defective parts for her windows, that is actually who her limited lifetime warranty is with, not H&M Industries **** (With it being so long ago, H&M Industries does not have the parts to fit/ replace in the ****** windows, only ******/ KP Building Products will have those parts)I have attached the contact information for ****** Windows/ KP Building Products for Mrs. ****** to be able to reach out to them.
  

  Customer Answer

  Date: 10/29/2024

   
  I am rejecting this response because:

  * Some of the responses from the vendor are incorrect.  The initial call was made 8/29/24 and I spoke with an individual named ******** who assured me that Mr. **** would call me back.  I placed two other calls that were never returned - NO MESSAGES were left at any time by anyone from H&M Industries.

  * I understand that the ******************** was sold in the past - I learned this when I contacted them previously about problems with the other windows.  H&M  were of no help - passing the **** back to ******.  I contacted them directly and was able to get them to send the needed latches to keep the windows functional.  The original invoice doesn't specifically identify the 4-Lite Bow window as being ****** brand..  The original notes specify a lifetime warranty on the windows - it doesn't state that it is a manufacturer warranty and the installing company has no liability.  How would a customer determine that it was a manufacturer only warranty if it was not clearly stated - I think the average person would assume the company who sold and installed them would stand behind the product and do whatever necessary to satisfy the customer.  I refer back to the H&M website "The people who founded the company are the ones who run the company.  People with the most concern are responsible for quality products and service.  The company knows that the best advertising a quality product can receive is the sincere endorsement of a satisfied customer.  The goal of our company is to provide quality products at an affordable price and to offer excellent service."

  
  
  

  Business Response

  Date: 10/31/2024

  At any time a limited lifetime warranty is offered with any product, even windows that were installed by any company, the warranty will always be with the manufacturer for the product, not the installer (labor) for the product. The product itself is warrantied not the labor. We do stand by our work/ labor, up to a couple of years after install, but unfortunately with it being 19 years later from when Mrs. ****** had her windows installed, and the problems that she is having is with the product (windows) itself and not the labor, she will have to deal directly with *********** Products (******) to fix any problems that she is having. H&M will not have the manufacturer parts here to fix the windows, being that we haven't sold those type of windows in over 15 years. The warranty is with ****** Windows and not H&M Industries.