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:11/21/2022

  Type:Delivery 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.

  I ordered windows from vinyl window design corp a few months ago, black outside white inside. When my windows arrived they were all scratched up, delaminating and the workmanship was awful across the board on the black side. There was even multiple places that were touched up with a gloss paint when the windows are matte black. I had the sales rep come out and he agreed they weren’t at all acceptable and said he wasn’t sure if they had the materials in stock to get the problems fixed but he would check and let me know for sure asap. He called me back later and said all material was in stock and they were starting production and would arrive in 2 weeks. After 2 weeks I called to check why they didn’t arrive and then decide to tell me all material was on back order and they were hoping to receive it within 2 weeks and then they could produce them and arrive in 2 more weeks. After closely looking at all the windows and sashes they are totally unacceptable and I want my money back. I ordered windows from a different MFG last week for $5k more then what I paid for these. I tried contacting customer service of vinyl design corp and they immediately started investigating who I was and wouldn’t let me talk to anyone still have not received any calls back. But I will not accept this order and I want my money back.

  

  Business Response

  Date: 12/04/2022

  Vinyl Design is in receipt of this complaint. This complaint is not coming from our direct customer but rather the end customer.  All orders and or contracts are NOT between Vinyl Design and this complainant as they are doing business with one of our dealers. Our dealer places orders with us and we supply them custom manufactured products.

  We agree that the product arrived in a condition not intended.  There was poor workmanship present and also quite a bit of handling and shipping damage.  This was never disputed.

  Vinyl Design fully supports our customers and agreed to remake, at no charge, any item(s) that had defects.  In 35 years of business, we have stood behind products and services, and this has always been the process.

  While best intentions with processes and procedures are always in the forefront, things happen which require repair and replacement of custom manufactured products.

  99% of everything we manufacture are custom made therefore each project is different and requires special attention that we strive to apply each and every time.

  Upon verification of these issues, Vinyl Design agreed to remake several items that contained defects.  Part of the challenge in our industry and economy is the unstable supply chain that prohibits guarantees of stated lead times.  We are at the mercy of custom raw materials from our suppliers.  However, in all cases we give best estimates to our customers but can't control when delays occur.

  Over the past 2 years our lead times went from 2-3 weeks to 12 weeks due to the supply chain.  However, many of our competitors lead times exceeded 20+ weeks so everyone has been affected.

  This complaint and subsequent notification that this customer purchased product elsewhere, and thus wants to cancel the order, was done while the remake procedure is still in process.  Vinyl Design intends to honor this responsibility and complete this project as it should have been from the beginning.

  Vinyl Design reserves the right to remedy any and all products.  These are custom manufactured products, built exclusively for this customer's specific project.  Nothing is stock and therefore can't be cancelled or returned.