Complaints

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• Initial Complaint

  Date:05/28/2024

  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.

  My contractor recommended Berlin Lumber to order Anderson windows to replace aging windows. Since Berlin was an Anderson dealer the contractor and I agreed that it was best to let them measure and order the windows to avoid any mistakes. I contacted Berlin (Dennis) and told them what I needed and he had his Anderson person call. An appointment was made and Chris S***** came out to measure the windows. I told him we wanted the same thing we already had in terms of style and color. He worked up the numbers and called me and told me the amount. I was informed the full amount was due before they could order. He picked up the check and had me sign the order which he said showed the check was received. He did not go over the details of the order. I was comfortable with that as he was the Anderson rep and the we were ordering the same as existing color and style windows. It took a while to get the windows in as it was post COVID and when they were delivered I had to wait for my contractor for the same reason in addition to a cancer diagnosis. My issue began in late October 2023 when the contractor came to replace the windows. They replaced the kitchen window with no issues but the casement windows were white and brown instead of all white like the existing windows and the rest of the house. Obviously an error was made in ordering. I contacted Dennis and he said I needed to talk to Chris and provided his cell number so I could leave a message. His voicemail was full. My contractor talked to Dennis regarding the situation saying something should be done and I also continuously called Chris many times over a number of months but his voicemail box was full every time. I am active duty and an air traffic controller. With my hours it is hard to show up in person. In February I was able to go to the store. I discussed with Dennis. He said His boss (John) wasn't there. I called John the next day. He said he would get right back with me but that was 3 mo ago with no response.

  Business Response

  Date: 06/27/2024

  I spoke to ******* ******** this AM on 2 different occasions.  I gave her 2 options in our 9 AM:

   1.  refund her money

                 or

   2. reorder the windows at no additional charge to her

  She wanted an hour or so to decide which option she wanted to pursue.

   

  At 10:30 AM we spoke and she would like us to reorder the windows.  We agreed to make an appointment to visit her home to measure and verify the specifics of the windows needed at which time we wll reorder them.  

   

  If you need anything else from me pelase let me know.

   

  Thanks

   

  Jeff T*******