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:06/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ********
  
  e to address the malfunctioning locks and a follow-up to ensure the problem is permanently resolved.Please prioritize this matter and provide a timeline for when the necessary repairs will be completed. Your attention to this issue is greatly appreciated. I'm sure if your home had locks that were not working it would not take this long (30 days and counting) to have a resolution.

  

  Business Response

  Date: 06/25/2025

  Thank you for bringing this issue to our attention. We sincerely apologize for the frustration and inconvenience caused.
  We understand that functioning door locks are essential to a homeowners peace of mind and security, and we regret that this concern has taken longer to resolve than either party would have preferred.
  After two attempts by our service team to correct the issue with replacement hardware, the decision was made to escalate the matter to the manufacturer to ensure an additional level of quality control. While the resulting wait time was longer than anticipated, were pleased to share that the customer was contacted earlier this week and a manufacturer service visit is now scheduled for June 26th. The representative will be on-site to install a new replacement handleour third effort to fully resolve the issue.
  Following the appointment, our team will reach out to confirm that the replacement is satisfactory. If for any reason it is not, we are happy to offer a compatible alternative handle style at no additional cost.
  We are also sorry to hear that the customers recent interaction with our team did not feel helpful. We always strive to communicate with compassion and professionalism, and we regret that this was not the experience in this case.
  We remain fully committed to seeing this matter through to a permanent and positive resolution.

• Initial Complaint

  Date:12/19/2024

  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.

  [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: 22710786
  
  I am rejecting this response because:
  Once again owner will not address salesman misleading techniques  about window features Rain X on outer glass foam insulation on bottom of frame energy star rated for tax credits, these windows are not energy star at all according to my warranty  registration.On Dec 6 it was found by ***************** tech windows were not insulated from inside or best of all no ***** used this accounted for 2 full days of ***air to plumb windows. Have spoke to Provia *** who has made an appointment for Jan 6 at 12:00 with ********** man windows leak  at jambs and midpoint of frames Provia *** has discussed measuring windows and inspection of brush weatherstripping  to resolve leaking air issues .iHAVE PURCHASED AND PUT ROPE CAULK ON MIDPOINT AND JAMBS  BUT IT DOES NOT STOP IT ALL WE HAVE HAD OUR HEAT ON 72 WHERE WE NORMALLY HAVE IT ON 68 .
  
  Regards,
  
  ******* &******* ******
  
  
  
  
  
  
  
  
  ting tissue paper in sides of jambs and I purchased Mortite rope caulk for edges where windows meet still leaks I have had to adjust my temp in side 4 degrees higher to compensate now Provia is sending a *** to onsite inspection. We are waiting again another week goes by we feel as though we were mislead by salesman claims regarding energy star tax credits foam insulation on bottom of frame rain x solution applied to outside glass, we feel this was a bad and improper install and now they are trying to cover it up I have spoken 4 times to sales manager *** and received no answer on salesman ,I gave a 1 star review and then owner called promising 100%resolutions and satisfaction guaranteed why is my question I am 65 years old and never had a worse situation

  

  Business Response

  Date: 12/20/2024

  Graboyes completed the installation for Mr. ****** on October 18, 2024, and the project was paid in full at the end of the installation.

  On October 21, 2024, Mr. ****** requested a survey of the installation, and our team promptly conducted this on October 22, 2024. During the survey, we identified the need for some remake parts, which were ordered and installed on November 22, 2024.
  

  Subsequently, Mr. ****** requested additional window insulation,which our Service Technician began on December 6, 2024, and completed on December 11, 2024, to ensure all concerns were addressed.
  

  On December 13, 2024, Mr. ****** requested an inspection by a ****** manufacturer representative. That appointment has been scheduled for December 30, 2024, and we look forward to addressing any remaining concerns.

  At Graboyes, we are committed to standing by every job we do until our customers are fully satisfied. We value Mr. ******** feedback and will continue to work diligently to resolve this matter to his satisfaction. We are confident in achieving a mutually agreeable resolution.

  

  Business Response

  Date: 01/03/2025

  At our upcoming appointment, we look forward to reviewing the details of the customers order and confirming that the products provided match the agreed-upon contract. We understand that there may have been some confusion during the sales process, and we are committed to clarifying any misunderstandings. Our goal is always to ensure our customers are fully satisfied, and we remain open to discussing any potential solutions that will help achieve a positive outcome. We sincerely value the opportunity to address these concerns and appreciate the customers patience as we work together toward a resolution.

• Initial Complaint

  Date:07/19/2023

  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.

  On May 2, 2023 we ordered windows from Graboyes. We paid $1800 on May 4,2023 - leaving a balance of $3600.00.We were told it would take 6-8 weeks until our windows were in, it took 11 weeks, so we were very anxious to get it done. We didnt complain about the wait.Yesterday, July 18, the windows were installed. They look good and we were pleased. It was 2 bedrooms & 1 bathroom. Upon inspection, we noticed there was no screen in the bathroom. The installers were already in their truck waiting for us to sign off and pay. They did not mention the missing screen. When my husband mentioned it they said, oh yes, they forgot - there was no screen. So the job is incomplete. Being summer, and being the only window in the bathroom, its imperative to have a screen the room gets very steamy and we always keep the window open. I called Graboyes and spoke to a ****, saying wed like the screen today. They told us the warehouse was in ********** and they could not get it today, promising a call tomorrow. Today they did call. I spoke to ****. He told me it would be 2 to 3 WEEKS until it would be in. I asked if it could be expedited & he repeated 2-3 WEEKS.  I don’t feel this is fair or good business. We already waited 11 weeks, don’t they check their materials before they install? I would rather have waited until everything was in, at least we could open the window. We did not pay the balance & will not until this is completed. I would like the screen installed ASAP, -NOT- 2-3 weeks. Also, this is a place that makes screens as we’ve purchased from them previously. It’s a very small window, even if they said we’ll make you a temporary screen to use until it comes in. Not even an apology. Nothing.

  

  Business Response

  Date: 07/28/2023

  Customers job was successfully installed 7/18,however 1 window was sent to Graboyes by the manufacturer without a screen.Installers reported the missing screen to the office later that day, and a remake request was submitted to the manufacturer 7/19. Graboyes communicated with the customer that the remake screen was in process and would arrive within 2-3 weeks, at which point we will return to place the screen in the window and complete the job current ETA to complete is no later than 8/8.Upon hearing from the customer, a Graboyes service technician returned 7/27 to install a temporary screen to limit the customers inconvenience. Job is substantially complete and on track for successful completion. 

• Initial Complaint

  Date:02/23/2023

  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.

  Purchased a storm door touting a lifetime guarantee from Graboyes Window and Door. Was told by (man whom I assume is the owner) that this $800.00 storm door would not pull off the hinges as did our previous door. One year later the door became crooked as it was pulling away from the hinge at the top. Man was sent to fix it. He complained if he had to come out again we would be charged. Two years later the same thing happens. Have to lift the door to close it because it again is pulling away from the hinge at the top. Different man comes out to verify that it is nothing weve done to facilitate the problem and indeed we need a new hinge which should be covered. Having not heard from them for weeks, a phone call is made to see where the process is. The part is in, but will cost us $200.00 to repair it. We purchased this door understanding;1- this problem would not happen.2- lifetime guarantee

  

  Business Response

  Date: 03/02/2023

  In consideration of the circumstances GRABOYES will provide a courtesy service to the customer at no cost.