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:11/04/2024

  Type:Sales and Advertising 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 August 21, 2024, we ordered 10 replacement sashes from Gunton Corp. for $7,681.70. Our undestanding based on a conversation with the salesperson, **** *****, was that they would be black interior with a white exterior. All windows in the house have white exterior so this would provide a match.On Nov. 4, 2024, ***** and ***** (I'm not 100% sure of ******* name) arrived to install the sashes. They discovered the sashes were all black, interior and exterior. At the time, ***** mentioned several times that if we weren't satisfied, we would be able to return the sashes and get white sashes at no additional cost. Therefore, we asked him to not install them and to get the white sashes instead.About 2 hours later, we received an email from ***** **** at Gunton in *********, **, claiming that they would NOT replace the sashes and that our choices were either to install the black ones or spend another $8,000 on new ones, which we cannot afford nor would we agree to. While there is an extremely small line in the contracct we signed saying the interior and exterior would be black, this is NOT what we had told our salesperson when we ordered these sashes. We tried to discuss this with ***** but received no resolution. She claimed it was a "sales issue" and not "parts." So when I asked for sales or to speak with a supervisor she said "I can't give you a name." I DID, however, try to call Pella Sales and spoke to a ****** with Gunton Sales in *********, ** (which is where I bought them from), and expressed my dismay. He claimed to be looking into it with a manager at the ********* *********** this point, at 4:42 p.m. on Nov. 4, we have not heard any response from Gunton as to 1) where the current black sashes are and 2) whether or not we can even get the wrong (black) sashes installed, and 3) how they will resolve this.We are requesting black 10 sashes with white exterior as a replacement for the all black sashes at no additional cost due to deceptive sales tactics.

  Business Response

  Date: 11/12/2024

  This has been rescheduled and confirmed with the homeowner on 11/5.  We are scheduled for service on December 9th.  The homeowner signed a contract for black exterior along with an email trail confirming the color.

• Initial Complaint

  Date:08/27/2024

  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.

  We contracted with Pella for 2 exterior doors in April 2024 for $10,000, including half upfront. Original installation of doors resulted in property damage and we realized both doors were damaged and one wasn't hung properly. After 3 installation attempts, we're told that a damaged door will not be replaced and that we damaged it, even though they committed to replacing the facade of the door then failed to do so. We are being offered $500 I'm refund but no damage will be replaced. We have photos that document the damage and were very upset to have such awful looking product.

  Business Response

  Date: 09/03/2024

  Good Afternoon,
  
                 Installation Manager ********************* has been addressing any & all issues with the homeowner. **** has already replied directly to the homeowner addressing each listed concern below. Thank you! 

  Customer Answer

  Date: 09/04/2024

  [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: 22205791
  
  I am rejecting this response because we are not being given what we purchased. Management promised to reface door and now refuses and blames us for damage which we didn't cause.

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

  
  

  Business Response

  Date: 09/04/2024

  Please review below email that was provided to the homeowner directly referencing the concerns:
  
  The finish on the front door homeowner pointed out to me the spot on the top left corner of the interior of the front door.  This spot appears to be damage that was caused post-installation as a result of something with self-adhesive being placed on the door, removing small specs of paint.  Our team tried to patch and paint this section last week when they were there, with mixed results.  Unfortunately, there is nothing more we can do for that at this time.
  The floor at the front door Understanding that it is the original hardwood floor is the key here.  We cannot be held responsible for pre-existing nail holes and finishes that are illuminated as a result of the new door installation.  Again, our team spent a significant amount of time last week trying to clean it up and make it look as nice as possible, but the nail holes with the black around them that you referenced earlier to me are the result of the age of the wood that cannot be reversed and is beyond our control.
  Operation of both doors I tested the operation of both doors while I was there this morning, and both seem to be functioning as intended, including the handle sets that were provided to you as a customer accommodation during the initial installation.
  The finish on the back door I did notice what appeared to be smudges on the interior of the back door.  Unfortunately, I did not have any time to try and clean them before being asked to leave by the homeowner.
  

• Initial Complaint

  Date:02/02/2024

  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.

  I purchased 2 doors in the Spring of 2022. The doors were installed in Fall, 2022. I noticed shoddy workmanship on the day of installation, and deteriorating materials within days. I immediately notified Pella/Gunton, and they sent a ********* to replace the wood trim around the door, but suggested that the issues with the panel, grille and dentil shelf were caused by my elevation, heat and sun exposure and such, albeit Fall/Winter 2022 in ************. Two replacements that were unboxed at my home in November 2023 and January 2024 showed the same issues as the previous panel right out of the box (shifting trim, chipped paint), indicating that the problems had nothing to do with my home's elevation, but rather, quality control in production and/or assembly. Other issues included plugs embedded too deeply, chipped framing near latch, and failure of hydraulic piece in storm door. Installers indicated that they would replace damaged hardware but did not have the part on hand when they came in January. Company reps have not responded to emails and calls since I refused installation of the most recently ordered (and defective) panel in January.

  Business Response

  Date: 02/26/2024

  We are refunding the homeowner all of their money and allowing them to keep the product.

• Initial Complaint

  Date:01/12/2023

  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.

  May, 2022 was the date of installation. ***** Windows never finished the job of 4 window installations in our home: 2 double panel windows upstairs, a large sliding window, and a kitchen window downstairs. We are entirely dissatisfied with the work that was done. We paid them upfront 50% of the entire cost in Oct 2021. The installation was supposed to happen in March however got pushed into May. It took less than two days to install the windows not to completion. The installer was very rude and unprofessional and did not follow simple instructions given by the homeowner. We then heard nothing from ***** until they called us on Jan 12, 2023, more than 6 mos since the installation, seeking the rest of the amount for the installation which was never completed calling it an old job. They claimed to have tried to stop by once but no one was home. We never received phone call or word about this so who knows if they did or not. The job was very unsatisfactory. The locks on the windows are making a strange sound and are not lined up properly, making it difficult to lock and unlock. The screen broke attempting to put it in, very cheap plastic. I asked for different screens (half sliding), they put in the wrong ones. The quality of craftsmanship is subpar and I documented all of this the day of the installation and expressed my concerns and frustrations. The kitchen window remains uncaulked. The manufacturing of the windows is shoddy, and I have photos to document that. It has been more than 6 mos since the installation and the unethical business practices, poor quality of materials used, and the treatment towards the homeowner at the time of installation leads us to seek a full refund. We were misled by the quality of the windows and the overall aesthetic. They do not function properly and the installation remains unfinished to this day.

  Business Response

  Date: 01/25/2023

  We have contacted the homeowner on 1/12/23 and again on 1/24/23. The homeowner is refusing to schedule a return appointment with us, and refusing payment of project.

• Initial Complaint

  Date:01/09/2023

  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.

  Signed a contract with Gunton Corporation/***** to replace a front bay window and a double sliding door in May of 2020. In August of 2020 the bay window and double sliding door were replaced by a ***** installer. No issues were raised by the installer at that time. Over the next couple of hours, the sliding door began to be more difficult to open and close to the point where it took a considerable amount of physical effort to open and close the door. We contacted ***** and advised the sliding door was not working properly and we needed someone to come out and look at it, and that we felt it needed to be replaced. ***** from ***** came out and came to the determination that the doors were somehow bent during delivery or installation and that was why the sliders wouldn't open and close properly. We were advised Gunton/***** would order a full replacement and install at no cost to us.
  Due to pandemic and supply issues, we were not able to get a proper replacement door until March of 2022, so we were now at just about 2 years from signing the original contract in May of 2020, and still don/t have a properly functioning sliding door. In fact, the door has become a fire hazard because it was so difficult to open and close.
  We were notified that Gunton/***** would come out to replace the door in late March 2022. The installer came out and started the replacement process, and then told us he could not install the new sliders because he discovered an issue with what he said was load bearing issues above the sliding door. He packed up the door and left us with the originally replaced door which was very difficult to open and close. The installer said we would have to correct the load bearing issue before he could replace the sliding doors. Again this is the first time anyone mentioned a load bearing issue. ***** from Gunton/***** came out to look at the issue and said he couldn't install the door as is and it was up to us to get it fixed. So now I have paid in full for a double sliding door but all I have is a bent door that won't open and close. Gunton ***** washed their hands of us and left it at that. At that point my wife had enough and contracted with another window and door company who installed a very nice double sliding door that works and functions perfectly. You can open and close the door with a finger. I received an email from my salesperson in May of 2022 asking for a ****** review which I told him I couldn't give a good review based on my experience with Gunton/Pella. I asked to get the name of someone in ***** corporate customer service to contact. **** gave me his boss **** who I did speak with about 60 days ago and advised I wanted my money back for the sliders because they left me with a door that didn't work, and I advised another company installed a new slider with no issues or concerns and it works great. At this time, I have not heard back from **** from Gunton/***** and have left multiple messages without a return call so I felt the need to request the assistance of Delaware BBB

  Business Response

  Date: 01/10/2023

  To whom it may concern:

  We reject the claim of a full refund as we had/have a new door in place to reinstall but found structural issues and notified the homeowner that they would need to address the structural issues on their home.  The customer choose to get another door without addressing the structural issues (or maybe they did).  They never gave us the opportunity to reinstall the new door.

  Thank you

  ***** *****

  General Manager

  Customer Answer

  Date: 01/22/2023

  [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: If there truly was an issue with putting in the sliding door why was that not presented to us at the initial sale, during the measurements

  or when the first sliding door was installed. Those were 3 separate occasions where it was never mentioned.

  Your first installer never mentioned anything about it and had no issues when he installed the first sliding door. Why did your installer put in the first slider if there was a problem?

  The 2nd company also had no issue with putting in a properly working sliding door

  that has had 0 issues with it. This was a 2 year process we went through to get stiffed with a door that didn't work and a company that had washed their hands of us.

  Please provide me with the name and number of a ***** Corporate employee who handles their customer complaints. If you can't make this right then I would like to deal with ***** Corporate.  

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

• Initial Complaint

  Date:11/04/2022

  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.

  I had ***** install some windows 8/17/2020. From the start one set leaked air in around trim. Came 2 times and sealed from inside. The problem was outside, poor install. I know it has been just a little over 2 years on warranty but this is not a new issue. I actually wanted to see how they were installed. I removed trim and J channel with a utility knife and my bare hands. No nails just caulked together. I have contacted them no answers. I want it sealed up properly before winter. I will send some pics. No nails in J channel or trim. No insulation board on either side of windows. With no reply I may have to fix it myself and I am only a handy man at best and not in good health. ***********************

  Business Response

  Date: 11/28/2022

  We have been in contact with this customer. We did an inspection last week. We need to have an Installer go out to make repairs based on that inspection.

  Customer Answer

  Date: 11/30/2022

  [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 have not gotten a reply from Gunton Corp. regarding when they are going to correct the issue. When I do I will accept.
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 03/23/2023

  Resolution has been reached with homeowner: We are sending one of our Top Tier Installers to this property next Tuesday, March 28th, to complete the work that the homeowner has requested.

  Customer Answer

  Date: 03/28/2023

  [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,
  
  ***********************