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Business Profile

Windows

Hallmark Home Solutions, Ltd
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

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

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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 type

  • Initial Complaint

    Date:12/09/2023

    Type:Service or Repair 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.
    We had 11 new windows installed by Hallmark on November 30th, 2023. After the project was complete, I went and checked out the final product and immediately knew that something was not right. We found several things wrong with the windows and continue to find more wrong with how they were installed. Hallmark installed these into our existing plastic jamb liners from our old ******** windows (see off colored piece in photos). The caulk used to seal the windows is left in globs and smeared in the corners of all of the windows. The handles to lift the windows up and down are uneven on each window and not symmetric. The windows are not insulated between the window and the frame. The plastic piece added to the top of the windows is crooked/uneven. We also caught the crew on our ring doorbell laughing, mocking and making fun of our home.

    I immediately called the company once I discovered all of the issues. ***** **** agreed to come out the following day to check out my concerns. 2 days following that, ***** and his father, **** **** (the owner of Hallmark), came out together to discuss the issues with my husband and I. We explained that the old plastic jamb liners from the old ******** window should have been removed before they installed the new window. They are claiming that in ********s framework, there is a ridge in the wood that can be difficult to hide which is why they installed the windows into the old jamb liner to hide the ridge.

    When I purchased these windows, I was told that everything on the inside of our home would be new. Not a single explanation of what was going to be done to our home was explained and I feel extremely misled on what we were receiving.

    **** said to my husband and I, “These look great, I don’t see anything wrong with these windows at all”.

    We have now had 4 different window contractors to our home and each tell us these windows installed by Hallmark are done incorrectly and they’ve never seen anything like this before.

    Customer Answer

    Date: 12/28/2023

    Business has made contact since complaint was filed. Resolution has been made with business (full refund) and we are satisfied with the outcome of our resolution. 

    Thank you very much!

  • Initial Complaint

    Date:12/27/2022

    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.
    On 12-24-22 we woke up to a Blizzard. It was cold but according to local weather data the wind gusts never exceeded 44 mph.
    We purchased HomeGuard Innovation windows from ****mark Windows in 2018. These are HomeGuards BEST window according to the online video and also what **** **** told us. During the winter of 2018 we noticed a lot of condensation, not only on the windows but on the vinyl as well. **** **** had someone come and “ explain” to us about “ condensation”. We discovered that the “ foam filling”, which we paid for was missing. It seems it was forgotten. We allowed **** **** and a rep, **** *****, from HomeGuard to install all new windows in the spring of 2019. The new windows had the foam. On Dec. 24th, 2022 we woke up to ice and frost on our windows where the wind came in. These windows have a DP rating of 55, and a seal failure of only one quarter of one percent after 20 years according to a YouTube video. They should hold up to max wind gusts of 44 mph, which Is what data I have printed out. According to **** **** , “ the wind gusts were 55 mph and the wind chill was -45.” He said something to the effect that “ residential windows” were different. According to the specs on these windows and the online video, they should have been okay.This company has installed two entire sets of windows that are defective. We are not willing to allow our home to become such a mess again. We want a Settlement . $7,300.00 and we believe that we are being extremely fair for this amount

    Business Response

    Date: 01/23/2023

    [BBB transcription via mail, see attachment]

     

    Home Guard Industries, the window manufacturer, has been to the ********* residence and has made modifications to the windows. This they believe will solve most of their issues.

Hallmark Home Solutions, Ltd is BBB Accredited.

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