Complaints
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:10/22/2024
Type: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 my home windows replaced by ***** *********** on June 24 - 25, 2024. When ***** arrived on June 24 and was unloading his truck with the new windows he found one of the units arrived damaged. ***** immediately called his supplier to get a replacement. The glass is cracked and the screen frame is bent. ***** told me the replacement would be here in 2 weeks. We are now about 16 weeks out and still no replacement and no ETA. ***** has referred me directly to the manufacturer- Ideal Windows Manufacturing. I have called them twice and they refuse to speak to me or provide any updates. This is for invoice *****, account ******. ***** *********** # ************
Business Response
Date: 10/23/2024
We were first made aware of the problem on 8/8/24. We recently started using a new software system and were not able to enter the repair parts at that time. The order was finally processed on 9/17. We are currently running 8 weeks on repairs. Ms. ***** reached out to us on 9/11 & 9/12 regarding the issue. She was advised to reach out to *************** where she purchased the product from. Standard policy is for homeonwer to reach out to the dealer/distributor with an issue. As of today, 10/23 the screen has been completed and we are waiting for the insert to be done. As soon as the order is complete it will be shipped to *************** for them to install in her home. Hoping to have this completed by next week and shipped the following week.
Initial Complaint
Date:09/24/2024
Type: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.
I have had an open order with Ideal MFG in ******* NJ for over 5 months about a warranty replacement sash for my window, they keep empty promising me that their salesperson will setup a time to deliver the sash and this person lacks the ability to communicate effectively and do his job. I have gone out of my way to be understanding and to contact them and they simply do not deliver on what they say, I've over it and I want my product that I am owed.Business Response
Date: 10/23/2024
The item in question was a glass warranty issue. Unfortunately the company that purchased the windows from us in no longer in business. We do not have any other dealers in or near that area and we do not deliver directly to a private home. Our salesman did commit to delivering the sash to the homeowner, however it took longer than anticipated. The replacement sash was delivered to the customer on or about 9/30.Customer Answer
Date: 10/23/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and while I did get my sash FINALLY they should and need to do better, a lifetime warranty on a product should be honored no matter what happened to the original company that installed them. I should not be penalized as a result of that, and your salesperson did a horrible job at communicating and had every excuse in the book when contacted.
Regards,
****** *****
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