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Business Profile

Siding Contractors

The Window Source of Akron-Canton
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 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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Complaint status

Complaint type

  • Initial Complaint

    Date:12/12/2024

    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.
    Not fulfilling contracted warranty only offering a text message with information on moisture in windows. Windows are leaking and have mold. No one will come to home to look at windows. Spoke to Eric and was told to clean my home better and their warranty does not cover cleaning home. Very rude.

    Business Response

    Date: 12/20/2024

    We do make it clear on our website, warranty and work order that condensation can appear if you have high indoor humidity and it's cold outside. That is standard with every window company and manufacturer. Vinyl does not mold because it's not made with organic material but if there is a substantial amount of dust on a window for a long period of time, the dust can grow mold if it comes in contact with condensation and that is exactly what has happened here. The customer implied that she wanted a company rep to clean her windows and I simply let her know that is not a service we offer. We've never had this complaint before but we will update our website to let people know that dust can eventually grow mold if left uncleaned for a long time and exposed to condensation. We can send out a rep to look but there's really nothing wrong with the windows, they simply need to be cleaned and I provided recommendations on how to reduce indoor humidity and condensation. We never declined to come out, we simply let her know the windows are not growing mold, the dust on the windows is what's growing mold. 

  • Initial Complaint

    Date:10/29/2024

    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.
    They say lifetime replacement, but when I contacted the business and advised of the issue, I was told in his experience the window welds broke because my children climb through the window. Ya I’m sure after paying 10,000 dollars that’s what I let my kids do

    Business Response

    Date: 11/21/2024

    Response to complaint:
    Our records show this customer breaks various parts and pieces more than any customer we've had in over a decade. His father was so pleased with the windows we did at his house that he made arrangements for his son to get them as well. His father has never broken a thing but every few months this customer calls us with a list of more things he's broken and we keep fixing them at no cost but our warranty does not cover intentional breakage and it's clear that's what is happening. We've replaced broken glass on 4-5 occasions and 9 out of 10 customers never have broken glass, he's needed 4 screens replaced, again a customer needing that even once is rare. We can tell he slams the windows as hard as he can based on the parts that are broken and how they are broken. Now, 8 years after they were installed a couple frames "mysteriously" broke in a way that is consistent with misuse and abuse which is specifically excluded from the warranty. We can replace them but there will be a cost since this type of abuse is not covered by our warranty. It appears he thinks a lifetime warranty means he can just break things for fun then call us and say we have to fix it for free, that's not how a warranty works.

    Customer Answer

    Date: 11/23/2024

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



    This was my message in feb and he has still not come to warranty like he said, see attached.

     

    Regards,



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

    Business Response

    Date: 12/19/2024

    As mentioned this customer is INTENTIONALLY breaking things on a very regular basis and seems to enjoy telling us that we have to fix various things for free because of our lifetime warranty. However, our warranty excludes intentional damage under "general limitations and exclusions" on the back of the warranty. For years we've not made it an issue, but this has gone on long enough. After the customer sent in pictures, it was very clear this was intentional and that is not covered by the warranty. Our default response is "yes, we'll fix it" but when our office manager said that she was assuming it was not intentional breakage and/or abuse. Out of thousands of customers (including his father) this is the only example of someone breaking so many things so often we had to reject a claim. Even if we suspect intentional breakage we typically still warranty it, no questions asked, but this is getting ridiculous. We can replace these latest parts he intentionally broke but not for free. Thank you,

    Customer Answer

    Date: 12/19/2024

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



    I will be filling a small claims court case against the window source 



    Regards,


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

The Window Source of Akron-Canton is BBB Accredited.

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