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:07/17/2023

  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.

  Installation was July 6-15th purchased ****** Infinity Windows - charged a premium and told I would be given a lifetime warranty on the product and installation/labor. They lied about the materials they were using. Hired subcontractors who ruined the ****** window frames, and did the flashing and insulation wrong and now I have water coming in my brand new windows! Water damage in my home from a window that is 1 week old. I have expressed concern for the workmanship throughout the entire installation process, and I was told I had to let them finish. The company refuses to refund me, even though I now have to replace all the windows they have installed. I will be suing them for a refund of my deposit. The lifetime warranty is a scam! I've never seen such terrible workmanship in my life. And now I might have mold and structural damage in my home!

  Business Response

  Date: 08/01/2023

  ******* / *********, ********* & ****
  * ******** **
  Lawrence Township, NJ *****
  We have a signed agreement with above customer dated 4/14/2023.  Copy of this agreement attached with this correspondence.
  According to the agreement and email communication with homeowner, we are supposed to finish exterior casing of windows with aluminum capping in black color.  Copy of emails are attached.  The emails are all dated prior to signing sale.  At that time she was fully aware that exterior finish will be metal aluminum, she ask that question in one of her emails.  Now she wants composite vinyl **** product.
  During the installation homeowner realized that she does not want the option she chose and stopped the project and asked our crew to leave her property. Later that day rained. Customer never gave us time or opportunity to finish this project.All pictures provided by client of non completed project. We explained after project completed , then we can inspect and correct any concerns she may have. We offered to come back and  water proof one window till we figure out how to move forward.
  We have been in contact with the homeowner and offered to complete the project as was originally agreed to or modify project by addendum to change to different exterior product.  Last email was sent to her on 7/24 with both options.
  At this point we waiting for response.  Our company did everything that was agreed upon at the time of the sale. 

  If you have any additional questions let us know
  **** ******
  

  Customer Answer

  Date: 08/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I am contesting the workmanship.
  

  1. There is no and/or improper flashing and insulation and there are holes around the windows which they tried to cover up with wood planks and capping.

  2. they have ruined the window frames with silver nail punctures. This is not the correct installation and has thus voided my warranty with the manufacturer. This is not fixable - I would have to replace the windows entirely as the damage is to the metal frame of the actual window.

  3. The workmanship on the aluminum capping is terrible. Uneven and not glued or fixed properly, can be pulled off easily. Sloppy caulking which is still not even dry weeks later and has ruined my siding.
  

  There is absolutely no way I would allow the same company to come back and work on my home after the damages they have caused. Zero trust in their word - if I hadn't asked the workers to leave and had someone else come and inspect the unfinished window, I would have never know they were installed incorrectly. I made several attempts to alert ownership about my concerns of the sloppy workmanship along the way, and they dismissed them and told me to stop meddling - they were completely uninterested in fixing problems until I halted the work. And they are lying about the installation saying it correct, when I have water damage and visual proof that the windows look terrible. I want my deposit back. I have to hire a different company to come fix and/or replace all of the windows now that my warranty is useless.

  They keep saying the work "isn't done" which is a lie. These are photos of a completely finished, caulked window. They were not intending to cut the caulk, remove all the surround, add flashing, remove the silver nails, and redo the caulking. Again, the project manager said this workmanship was acceptable until I halted work, and now they are saying it is "unfinished" which is ridiculous.

  Regards,
  
  ********* *********

  Business Response

  Date: 09/04/2023

  Good morning, 

  This project was stopped by homeowner before we could finish. As I mentioned in my previous response, we need to finish project before its inspected. Right now, customer looking at unfinished job and it is obvious that this installation looks incomplete. We still willing to come back and finish project, when this done she can inspect herself or call any 3rd party company. At that time if she has any concern, they will be addressed.

  It does not make any sense to take pictures of unfinished project and complain that it is not looks unfinished, and on other hand to refuse for let us back on the project to finish.

  Thank you, 

  Customer Answer

  Date: 09/23/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  The images I sent are of the exterior of a finished window. The window is complete - both interior trim and exterior.  The silver exposed nails all around the exterior frame would not be removed at this stage - I have been told by the installer, project lead, and owner that this is the proper installation of the window and those silver nails will remain. They have punctured/bent the frames so removing them is also not an option.  You also can not add insulation and flashing at the current stage of any of the windows.  4 out of 6 units are finished on the outside, 2 of those 4 are complete on the interior.
  

  Again - I am aware that the capping can be changed to **** at minimal cost/effort. It is a cosmetic issue that could obviously be fixed. That is not why I stopped the work on the windows. The way the windows were installed without proper insulation and flashing, and with the visible silver nail punctures all around the frame are the issues I'm addressing. 

  Can the owner explain the procedure for how they would fix the silver nail punctures on the exterior frames and the flashing/insulation at this stage of the process, without replacing the windows entirely?

  I understand the process of switching capping to **** and that is not an area of concern.

  Regards,

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

• Initial Complaint

  Date:03/03/2023

  Type:Order 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.

  We need new windows in our home and contacted Global Home Improvement for a consultation. The representative, *****, came to our home on 11/5/22. After the presentation, we decided to use their company and paid a $3K deposit for new windows, contingent upon getting approved for financing for the remainder of the cost. I advised the representative who visited our home 11/5/22 that if the financing wasnt approved, I would not be continuing with the purchase and asked if a refund would issued in the event that the financing was not approved, to which he responded a refund would be issued with no problem. I was contacted 11/7/22 by that same representative, *****, and advised that the financing was not approved. I then requested a refund. He sent me several texts, emails, and even called, continuing to make offers, possibly stalling, because by 11/14, knowing I didnt wish to continue because I wasnt approved for financing and didnt want him to hold the funds until i came up with the cash balance, I again requested a refund and was refused, and told i had 3 days to request the refund after the contract date. Although he knew we would not be continuing because we told him so, he continued to be very pushy and just decided to keep the deposit although no windows were ever ordered and no date for install was scheduled. By 11/14/22, the representative denied my refund, so I went to the card issuer, Upgrade, to dispute the charge. I filed an additional complaint because they will not return the funds either.

  Business Response

  Date: 05/03/2023

  I reviewed this customer file. Job was originally sold in November, wit CC deposit and balance suppose to be financed.
  
  Customer was declined by our first lender. After that sales person contacted customer back and talk to them about financing thru second look program, that allows loans with lower credit score. Customer agreed to try. Our finance department send them new paperwork to fill out.
  
  This where communication stops,. We followed up , without success. At no point we received any email, call or other communication from homeowner indicating that they want to cancel.
  
  After  multiple tries, we actually cancelled job and money were refunded to CC last month.
  
  I hope that helps,
  
  Thank you
  
   
  
  *********************, CEO