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:11/26/2024

  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.

  On Nov. 4-7, 2024 Comfort Windows installed a new shower system in my bathroom. Upon completion, I notice that the showerhead was too far up on the wall making it very difficult to reach. I contacted Comfort immediately and asked to have someone come over to see it. A few days later, an employee named Dan S***** came to my home and took a look. He stated that he would be able to fix it with some sort of extension and would have to order it. A week went by and I did not hear from him. So I placed a call to him. He stated he could not get the part and stated that I should go to **** ***** and get one and put it in myself. I am 73 years old and disabled and cannot do this kind of thing. Please help me to resolve this situation. Thank you.

  

  Business Response

  Date: 12/13/2024

  We received this message regarding your recent bathroom install. The office was made aware of concern on 11/25. Shower head was installed per code but we do understand the issue customer is experiencing. Comfort ordered additional parts on 11/25 to lower the height of the shower head. Parts arrived and an appointment was scheduled for 12/10 to lower the height to make it easier for the homeowner. Homeowner was satisfied with the adjustment made on the shower head height. 

• Initial Complaint

  Date:11/08/2024

  Type:Order 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.

  Contract signed July 2 2024 with the understanding that at first was 6-8 weeks for install. It then changed to 12-14 weeks and it has now been 19 weeks and I’m being told that they can extend as they see fit. This is a war veteran post, this is how they treat vets. I have a complaint with the attorney general ************ and when they reached out to the company, they lied regarding lead times and my conversations with them. I have reached out several times and keep getting the same answers. I have been told that my windows were in transit when another individual told me that they didn’t have the glass to make them. I ordered them early enough to have them installed prior to cold weather because this is a bar and banquet hall. I was told that they would be installed sometime in September and now it November and haven’t heard a peep out of them. Every time I call I am told that I have to wait. This company is very unprofessional. They made promises that they aren’t willing to keep and I want the windows installed or our money back so that I can buy them elsewhere.

  

  Business Response

  Date: 11/08/2024

  We have received your message in regard to your open project with Comfort. Contract lead times are an approximation and are subject to
  change under any circumstances. As stated on the contract, lead time starts after final measure has been
  completed which for this project, final measure occurred on 7/23. Customer initialed and signed on their contract for the estimated
  lead time of 12-14 weeks. Customer also signed and initialed acknowledging
  leads time are estimated. Picture is attached of customers initial and
  signature on their contract. Our warehouse received customer's product on 11/7. I, the Service Manager, reached out to the customer today 11/8 to schedule a date for installation. Customer was available to take my phone call and an install date has been scheduled. 

• Initial Complaint

  Date:11/14/2023

  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.

  8 years ago I order 7 Windows from Comfort Windows. When they came to install the Windows were not correct inside. The manager said he would resolved and sent me two colors for what the inside grids could be instead of white. Nothing was resolved- the manager left for another position- and I was stuck with windows I did not order.
  
  Regardless, I made a decision to return to Comfort Windows. I ordered doors and Windows. During the meeting to figure out the Windows, I made it abundantly clear that I want grids in the front bay window area (4 windows). I even pointed out how difficulty it was for me to make the change since I loved the wooden grids that were in the windows. And, at the end of the order- I reviewed with the Sales Manager that the grids on the inside would be a wood grain color.
  
  Also, I had ordered a standard sliding door to put in a Window space. I made it clear that I needed the Window in mid October otherwise, I would have to cancel it because a siding job would eliminate the possibility of making the door to Window change. I was told by the representative that I could cancel anytime prior to delivery with no penalty.
  
  So... fast forward... the sliding door had not arrived by mid October so I cancelled it. I was given a hard time. They told me I would have to still pay for it. Eventually, allowed it to be removed from the order.
  
  Then, finally... end of October... the Windows arrived. Immediately, I noticed that the bay windows were not correct and did not have grids. My entire front house has grids! Initially I was told by the manager that the grid windows would be replaced and come in - around mid December.
  
  Now, I am being told that the order never showed for grids and it was not what I ordered and if I want grids I have to pay an additional $485!!! I was told this because it cost the business money to cancel my standard sliding door order. What???
  
  I also have a garage door that needs a new liner under warranty... waiting!

  

  Business Response

  Date: 11/17/2023

  We have received your
  message regarding your windows Comfort recently installed. The signed contract
  does not state the windows would have grids and therefore you were not charged
  for upgrading to grids. Comfort is more than happy to order replacement sashes
  with grids but there will be a charge associated with that upgrade as you were
  not charged for grids originally. 

  

  Business Response

  Date: 02/09/2024

  We have received your message regarding your windows and doors
  Comfort installed.   1.) The windows purchased in 2016 that claim to
  be the wrong grid color: the grid color on the contract matches the grid color
  on the order. Per the conversation with the Service Manager on 2/1 and 2/2,
  customer said they would drop that concern if the grids for the windows
  installed in 2023 were replaced. 2.) Regarding the grids for the 4 windows
  installed in 2023 that the customer claims should have come with grids. Grids
  are not on the contract, therefore the customer did not pay to upgrade the
  windows with grids. Per the phone conversation with the Service Manager on 2/1 and 2/2 and email confirmation sent to the customer on 2/1, Comfort has agreed to re-order glass with grids at
  no charge to the customer even though they did not pay for the upgrade . 3.) Regarding the entry door installed
  Oct 2023 and the entry door installed in 2015, per the phone conversation with
  the Service Manager on 2/1 and 2/2 and the email confirmation sent on 2/1, Comfort scheduled
  a service assessment for both doors which occurred on 2/6. Service Technician
  noted that the door installed in 2015 needs a new sweep and new glass due to
  seal failure. Both of which will be submitted under warranty claim with the
  manufacturer. The entry door installed in Oct 2023 is installed properly
  and only needs replacement hinges to be ordered which can be submitted on
  manufacturer’s warranty claim. An email agreement of all these items was sent on 2/1 by the Service Manager.

  Customer Answer

  Date: 02/11/2024

  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. 
  
  Regards,
  
  **** *****