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:07/25/2024

  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.

  BBB -My frustrations began 2-22. I ordered a new basement window from *********, ************************************************* It took months for the order to arrive, then it took several more months for the install. The window was finally installed on 2/13/2023. I paid $429 for the installation to make sure I didn't void the warranty or have leaking/water issues (let the pros do it right was my thought). They put the window in, & then informed me that the cement they smashed out surrounding the inside of the window (which they did hammering and pounding out the old window) was not part of the installation & that there would be a separate schedule date & upcharge for this service. None of this had been disclosed to me beforehand, & "I was caught completely off guard". The cement work needed to fix the installers mess, and to trim out the interior of the window against the inside of my foundation, was quite extensive! I was angry & in shock! I said that I would take care of the inside cement work myself! They gooped the outside of the window/foundation seem with caulking and were done (2-13-23).Once spring & spring rains arrived, I had major leaks with this window! I already had to deal with the interior cement work, & the ugly caulking mess at the front of my house surrounding this basement ********************* ***** water flowing into my basement! I spoke to **************** who all suggested that I call ********* back & give them a chance to fix the leak. I didn't trust these people anymore! I reluctantly called ********* back on 7-28-23 & spoke to ********************************* (one of the owners). She assured me that they would call me back to schedule and fix the problem. I waited & waited, but never back from them. I have since found & fixed the cinder blocks they cracked on the exterior of my foundation & fixed the caulking around the outside of the window. I only want ********* to issue a refund of the install fee ($429) Thank you for your help. Feel free to contact me.

  Customer Answer

  Date: 07/25/2024

  The attached pdf is the warranty on the basement window in question. I mentioned "warranty" in my original email to simply explain why I chose to pay for installation by a professional. Often times warranties require work (installation or repairs) to be done by a licensed professional for the warranty to be valid. The window warranty is not in question here anyway. The only issue that I have is with the installation, which is why I requested a refund of my $429 installation fee. I have had to clean up several puddles in my basement due to this faulty installation. I didn't realize the installation was faulty until April showers struck, as the window was installed in February. I did call to ask them for help, screenshot of call log provided in original message. At this point it has been 12 months since that phone call. I ended up being forced to fix it myself! I feel like I am being more than fair by only requesting a refund of installation fee ($429). Please feel free to contact me with any further questions. 

  Business Response

  Date: 08/02/2024

  We will be issuing a refund to ****************. I am not sure how this slipped through the cracks without us taking care of it for him and are sorry that he had to take action of his own accord. We take pride in our work here and have never had something like this happen before. 

  Customer Answer

  Date: 08/08/2024

   
  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,
  
  ***********************