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Business Profile

Window Installation

Solvay Glass of CNY, LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Solvay Glass of CNY, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Solvay Glass of CNY, LLC has 4 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:08/31/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Install of a patio door. Couldn’t open or close w/o both hands and a lot of force . Install said it the new sliding mechanism but gets easier when open and closed a few times . Couldn’t lock it after they left . No return calls . Multiple messages a guy comes out says he can’t believe install left it off track line that . March 2023 . Then all summer can’t lock it . Thought maybe humidity. Nope cooler nights and still won’t lock ! Hard to get them after the install !

      Business Response

      Date: 09/26/2023

       We spoke to her and scheduled a service appointment for September 20th.  She left a VM to cancel that on the 19th of Sept and has not reached back out to us to reschedule. After receiving her VM, I tried to call, but she did not answer so she was sent the following message which she also has not responded to:  "****, I apologize that we weren't able to answer your call, or respond to these messages. Our text messaging platform was down, but is now back up and running. Do you have a day of the week that would be most convenient to reschedule the work on your door? I have canceled your appointment for tomorrow as you requested." We are attempting to call her now. 

    • Initial Complaint

      Date:11/03/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      We replace 18 windows in our home with renewal by Andersen at a small fortune $64,000. It’s not the windows it’s the installation of windows. They were poorly installed. There are over cuts, gaps, cracks and missing boards. It’s fiber cement board and cuts opening will cause over time even more damage to our home. October 26 and 27th renewal by Andersen replaced the windows I know they had a hard time of it. When the manager asked us to do walk around I was sick because what we were left with he knew it and give explanation why it looked this way. Offered fixes. We said we would ask our handyman if he could replace boards for us . Meantime, Sunday October 30th they sent their Sr Sales Manager Dan to look over damage and take pictures. Understood why and how the windows looked the way they did. He said things they could do to fix the problem. I told him our guy didn’t want to touch it. He said he would contact contractors and would call us Monday. I am expecting a day their crew comes back and fixes everything he talked about. Monday - nothing . He needs time I am thinking so Wednesday I call he is in a meeting will call us back - nothing. I call today no one is answering I leave message and Josh the sales guy called me and says that they have difficulty getting a contractor and that they will give us $2000 back to get those siding boards replaced and that they estimate cost at $500. So that’s plenty of money. Josh even said to me that the our windows look like shit. I told him we did nothing ..and this is what we are left with? Andersen is doing nothing ? I told him to call me back and I have t heard from him. I know they are embarrassed as well they didn’t ever put up any advertising sign. I would like them to come back and caulk patch exposed areas do everything Dan said they would do. make it look presentable I sent pictures you don’t need to zoom in to see damage .. when you do you see the cracks, holes, It’s depressing and embarrassing.

      Business Response

      Date: 11/07/2022

      We have spoke with Mr. ****** regarding his dissatisfaction on 11/5/22. Renewal by Andersen will be resolving his concerns by applying a brickmold to the 14 window units that did not originally come with the order.  In addition, Renewal by Andersen will be replacing the 4 boards of siding that were damaged during the install process. Once we have received the order of the additional material, we will be in touch with Mr. ****** to schedule this work. Mr. ****** was satisfied with our solution. Thank you.

       

    • Initial Complaint

      Date:08/24/2022

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      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,



      ******* *****








      Business Response

      Date: 08/26/2022

      Our Service Department is giving Ms. ******* a call today in the purpose to set up a service call appointment for our service techs to come out and review her concerns with the windows. 

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