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Business Profile

Windows

Quality Windows LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint 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:01/09/2025

    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 purchased windows in 1999 from Quality Windows and have had parts broken and malfunctioning for several years. We contacted them on many, many occasions throughout the years. They sent out workers to measure the windows to fix them around 5 times. Sometimes we were told they would come back and then several months would pass and we would reach out again. They would send out someone else to remeasure and promise they would find parts and repair or replace them. Then months would go by and no response. The latches are broken. Some of them won't stay in and drop or fall into the rooms. Once a window fell into a fishtank and we had gallons of water run into our basement. We had to put tape and screws into the windows to keep them shut so they would not damage the house. The original owners passed away I was told by the new owners-son and daughter-in-law ****. **** came to our house sometime in the summer 2024. She remeasured the windows and said they could not order the parts to fix the windows and they were going to replace them. We heard nothing back so I texted her for weeks for an update. I emailed the company email. She finally texted back that she had accidentally blocked my number and was on vacation and would send someone out to remeasure for the new windows. The last worker came to our house I think in November 2024. He said that if the windows were going to be replaced he would be the one that does it. We have heard nothing since then. I continue to text and email with no response. We have been trying to get them fixed for over 15 years hoping that they would honor the lifetime guarantee, however it I am done hoping. I just want the windows replaced as they said they would be and this can be done. If Quality Windows will not replace them, I would like to have a different window company replace them and have Quality Windows pay the bill.

    Business Response

    Date: 01/27/2025

    The new windows were ordered in November to replace the original windows from 1999 but with the holidays it made the turn around longer than typical. The 9 windows were installed on Sunday, Jan 12 at no cost to the customer.

    Customer Answer

    Date: 01/27/2025

    Better Business Bureau:

    I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. Even though we were led on and lied to for several years that this would be taken care of, and it took us filing a complaint to the BBB to get them to finally fulfill the promise that was made to us of quality customer service and lifetime warranty, since they did replace 9 windows in January, we will never purchase anything or recommend this company to anyone, we consider this complaint resolved.

    Regards,

    ***** ******

     

     

  • Initial Complaint

    Date:01/22/2024

    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.
    My windows were installed this particular window is not fitting correctly. I talked to Quality Windows several times since November about it. It's always the same story either they will have to see if anyone is working in the Cleveland **** or they act like they didn't know they didn't come to my house. Meanwhile my kitchen is very cold and can feel the air coming in. I called them for the last time on January 16 and told them about the air coming through my window I haven't heard anything as usual. The picture was taken when I first discovered it and I do believe the window has slid down more I cant take a picture because we are knee deep in snow

    Business Response

    Date: 01/25/2024

    ***, the installer, will be coming out this week to address the window. He has already contacted the homeowner. He was waiting for the weather to be better to address it.

    Customer Answer

    Date: 01/30/2024

    Better Business Bureau:

    I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

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

     

     

Quality Windows LLC is BBB Accredited.

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