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:09/05/2024

  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.

  April 3,2024 got estimate to replace 3 windows. Was told work would be done 10-12 weeks after final measurement and deposit paid. 4/10/24 that was done & gave deposit of $2300. Was told NOT to call & scheduler would call me. 7/3/24 was the 12th wk, no call. I called 7/31/24 was told staffing issues for delay. Called sales rep 8/29 & he said his mgr would call in the next day or 2. No one called me. Called rep 9/5/24, wanting my deposit returned as they breached the contract. 21 wks is NOT the promised 12. Lo & behold scheduler called today to schedule. This company is untrustworthy & I don't want their service!! Rep called back 9/5, I told him they do their 30k jobs then fit in the small ones when they get a hiccup in their schedule. He said, "Um...yeah". This is unacceptable. If they don't value small jobs, they should have been honest and told me. I want my deposit returned.

  

  Business Response

  Date: 09/06/2024

  We have received your message in regard to the windows currently on contract with Comfort. The lead times on our contracts are an estimated lead time; although we do strive to meet those expectations as best we can. Lead time begins once final measure has been completed (4/10/2024) and the estimated lead time on this contract states 12-14 weeks which would put the 14th week around the last week of July. We're currently only about 4 weeks after the estimated lead time. Manufacturing of the product has been completed and the office reached out today (9/6) to schedule the install which was refused. The units have been made and we are ready to install them as soon as possible to get the project done for the customer. 

• Initial Complaint

  Date:04/04/2024

  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.

  Water keeps coming in bay window keep calling company they come out they do repairs. The repairs don’t work and the window still leaks. I blame poor craftsmanship.

  

  Business Response

  Date: 04/05/2024

  We have received your message
  regarding your window installed by Comfort Windows. Comfort did perform a leak test and we have taken extra steps to prevent
  water leaking since it was initially reported. Per our Production Managers last visit on 3/22, we were waiting to see if our resolution fixed the leak. A Production Manager reached out to customer today to schedule a time to inspect the leak and determine a resolution. 

  

  Business Response

  Date: 04/09/2024

  Comfort is aware the leak is still present and is working on a resolution. A Production Manager was out to assess the water leak today 4/9. After the water test, the customer reached out to that Production Manager to inform him that the leak is still present. The Production Manager explained to the customer that he is working on a resolution with the Branch Manager and he will reach out to the customer with the next step. I, the Service Manager, am also involved in determining a permanent resolution. 

  Customer Answer

  Date: 04/10/2024

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

• Initial Complaint

  Date:07/24/2023

  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.

  2 new patio doors ordered 12/15/21, delivered and installed August 2022.
  April 2023 we discovered a serious defect in the fit on one of the doors ,approximately 1/8" gap in the seal. Called Comfort and they sent out a technician, he confirmed there was indeed a defect, a bowed window pane. Comfort ordered a replacement. Projected delivery early May.
  Since then we have made multiple calls to get a delivery date, The contact at Comfort is Rachel, she handled this situation very professionally, always polite, but cannot give us an update.
  We feel we are getting the runaround, can you help?

  

  Business Response

  Date: 07/24/2023

  We
  have received your message in regards to the re-ordered patio door panel. The
  update received from the manufacturer rep on 7/11 regarding the expected ship
  date, is the current information we have. This is currently in manufacturing and Comfort will continue to check with the manufacturer
  for any updates regarding the estimated arrival of this product. We are rushing
  the order with the supplier which has been communicated to the customer. We
  will continue communicating with the customer as status changes.

  Customer Answer

  Date: 07/28/2023

  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:04/21/2023

  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.

  It took 8 months to receive windows. While installing windows I realized the wrong order was submitted. At that point I was told that I ordered the windows when the sales team quoted me two sets. The window was not sealed which caused massive water damage to my office. The molding was incorrectly cut and the edges are very off leaving multiple gaps. Now I have a window that will not open. They requested funds for the job before any of this was fixed. They sent a manager to my house who tried to blame us for the water damage. They told us these issues would be fixed and they are radio silent.

  

  Business Response

  Date: 04/25/2023

  We currently have an appointment on our schedule for Monday
  May 1st which we previously coordinated with you.  Our crew and installation manager will arrive
  around 8am for your service call.  At that
  time, we will be happy to reassess the water leak to determine the origin.  

  Customer Answer

  Date: 04/26/2023

  Better Business Bureau: 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The company was at my house the day after water damage occurred. Did Comfort think I was going to leave a hole in my house?? This occurred two months ago and I have paid to have it fixed. Wrong windows ordered now not working. Edges not cut correctly and me having to miss work for another appointment.  
  
  
  Regards, 
  
  ***** ******* 

• Initial Complaint

  Date:03/31/2023

  Type:Billing 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.

  last August i contacted Comfort windows to replace a bunch of windows on my property to the tune of $8600.00. . At that time time the salesman told me if someone recommended Comfort to me there is a $100 finders fee. I gave the salesman the name of the person. Finally in Feb 2023, the job was done. Completed and i paid in full. After paying i asked about the finders fee . They then said the fee would only go to the person who signs the check for payment for work at the workplace.
  My friend who recommended Comfort was not the check signer at the housing complex . Not an employee..
  I think Comfort was very disingenuous in trying to weasel out of an obligation. i would not have given them my business if I knew this in advance.

  

  Business Response

  Date: 04/03/2023

  The rules for Comforts customer referral program are as follows: Comfort Window Referral Program Rules and Guidelines:  1. For someone to get a referral payment they must first be a customer of Comfort Windows.  2. They must have paid for their project in full.  3. The customer they are referring cannot already be a Comfort customer.  4. The referred person needs to purchase a product from Comfort.  5. Their project needs to be paid for in full before a referral check can be sent to the person who initiated the referral.        Since the person who you listed as referring you is not a customer of Comfort Windows they do not qualify for the customer referral program.