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:06/21/2025

  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.

  Took all the money never finished the job
  This has been going on for months

  Business Response

  Date: 06/23/2025

  We at Nexgen Windows & Doors installed a sliding patio door, a picture window, a double hung window, an entry door and a storm door for this homeowner.  Due to a manufacturer's mistake, the picture window and double hung window had overlapping insulation on the inside of the frames and had to be replaced.  These items were ordered immediately and arrived three weeks later from the manufacturer.  We at Nexgen then installed these units in a timely manner.  Unfortunately, the screen from the original double hung frame did not fit the new frame that we installed.  We immediately ordered a new screen that would fit this frame.  According to the manufacturer, the screen was to arrive to our warehouse on June 19.  It did not and was shown on the manifest as backordered.  We expect the screen to arrive on June 26 on our next delivery of product.  Every part of the job has been completed to this point, and when the screen arrives we will install it immediately.

  Customer Answer

  Date: 06/23/2025

  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,
  
  
  
  ***** *******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 a window installed on 10/19/23 it has a lifetime warranty. On April 15th 2024 the window leaked I took pictures and sent them to Mark with nexgen he came out same day took pictures said he needed to call the manufacture, and he would get back to me. two months later I called Mark and he told me he hadn't heard from them, yet he would contact as soon as he did. Months keep going by with no response from Mark I sent text messages to him requesting the phone number for rep or manufacture and he never gave it to me. mark texted me in December needing more pictures he came out and took them. meanwhile my window continues to leak air in my living room causing high heating bills and still leaking water its been 9 months with no action from this company. Mark now says it needs to be chauked which the company has done twice once during install and again a few months later the wood is destroyed now and chaulking it will not resolve this issue and that repair could've been done 9 months ago. I have no confidence in this company to fix this issue at this point and requesting a full refund so I can get a reputable company to replace this window. all evidence is in documents uploaded

  Business Response

  Date: 01/03/2025

  The homeowner is correct in that we at Nexgen have been attempting to rectify this situation with the manufacturer (it is their warranty) for some time.

  We have been in contact with the homeowner a number of times and the manufacturer's representative will be contacting her today to attempt to explain what they will be doing to take care of the problem.  They would like us (Nexgen) to do a water test on the window to determine where it might be leaking and understand that with the outside temperatures as they are would prevent this.

  We at Nexgen are cognizant of the issue and are working with the manufacturer to resolve the situation to the full satisfaction of the homeowner.  Until we hear from the manufacturer's representative, we are at a stop gap from proceeding.  I am confident that this will be resolved shortly.
  

  Customer Answer

  Date: 01/05/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22757532, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ******* ******
  
  
  
  I have personally contacted the manufacture, and they are just aware of this problem now!  I told them everything going on told them the air leak provided videos to Jack at Polaris. So since April of 2024 the company had no claim on file, and at least the person I am dealing with had no prior knowledge of the situation. Jack also agreed this is unacceptable for this matter not to have been resolved immediately. Again, This Is not a simple Chaulk job that could've been done in April 2024 they had 9 months to do this! along with a water test! There needs to be compensation for this incompetence and lack of concern for my family being exposed to mold and freezing in the living room and high heat bills.  
  
  
  
  
  

  Customer Answer

  Date: 01/10/2025

  I was told by Jack at Polaris on Monday after I sent pictures of mold on the wood of window from the leak, That Mark at nexgen would be reaching out this week and be here to do a temporary fix till spring. I questioned Jack on how it could be done in the cold cause according to Mark nothing can be done till weather warms up Jack said no it will be done this week. Well, its Friday no phone call from Mark and no repair was done.