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:02/10/2025

  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.

  On April 3, 2024, I purchased five windows from Bon-Air Products which were installed on July 1, 2024. ****, an installation employee, returned a few weeks later to make a few repairs on the windows. At that point, I showed him the sloppy caulking job completed back in 2019 since the windows were guaranteed. He then attempted to remove the caulking but had some difficulty. At that point, I was told he needed to return with the metal sash piece that would fit over the current bottom of the outside window. The recaulking would be done at that point. It is February, 2025 and the repair has not been completed. I have talked to ***, the owner, numerous times over the months with assurances the repair would be finished. Suggesting **** was hospitalized was one of the reasons provided for the delay in service. I also spoke to three employees on a joint call before winter arrived because no one seemed to remember why I kept calling. Again, I was told someone would be out within a week. I am hoping the BBB can intercede to have this work completed.

  Business Response

  Date: 04/10/2025

  From: Bon-Air Products <****************************************>
  Date: Thu, Apr 10, 2025 at 10:36 AM
  Subject: Re: Better Business Bureau
  To: ******************************************** <********************************************>
  
  
  Good Morning,
  
  The issue with *** and ******** **********, ****************************************** has been resolved.
  We installed new flashing on the bottom of her front living room window.
  The customer was satisfied with the job and paid the balance due of $200.00
  
  Thank you,
  ****** G. ****
  Owner

  Customer Answer

  Date: 04/10/2025

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

• Initial Complaint

  Date:07/03/2024

  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 received an estimate to replace all windows in this house by *** **** Owner of this company. He told me that only 6 of the windows on the estimate really needed to be replaced. I called *** before accepting and said, you do not have covering of the windows in aluminum (exterior sill and trim). *** told me "that is part of every job". *** also told his guy would caulk 4 other windows. (he did not do the addition 4 windows) I signed the estimate and emailed it to him. On April 16 an "Installer" showed up. He "installed" the 6 windows. He failed to do the aluminum trim covering on the outside. The box of trim was on his truck! The caulking he did on the new windows was pathetic....Just an awful job. The exterior wrapping on the windows to have been replaced is 70 years old and in awful condition and the windows and the wood underneath is exposed and in danger. I can document probably 25 unresponded phone calls. a certified letter and a visit from "*******" of the company acknowledging everything I am telling you. ( I cannot photo any second floor windows)

  Business Response

  Date: 08/12/2024

   

  Good Morning, 
  
  In response to Complaint #21936596, the owner has spoken directly with Mr. Pollack and we are working on a solution.
  
  Thannk you.

  Customer Answer

  Date: 08/12/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21936596, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Neither Bon Air Products, nor any representative of Bon Air Products has reached out to me via any method; not via phone, not via mail nor email.

  I have heard nothing from them.

  
  Regards,
  
  
  
  Sanford Pollock

   

   

   

• Initial Complaint

  Date:04/12/2024

  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.

  Dissatisfaction need help to resolve. I have been in contact since 5-03-2016 to 2024.
  
  I have asked Bon Air to please come and fix our bay window and other windows. Although they have come, nothing has been resolved. Our bay window is not supported below and we have cinder blocks holding it up. My so, who has special needs window will not open. Both of these issues are very dangerous. Especially if the front bay window collapses or if I need to get my son out due to an emergency, I.e. fire,etc. I spoke with them throughout the years with the latest being last Monday April 1, 2024. Nothing has been done to this point. They offer a lifetime warranty on their windows. It’s in the best interest of our family to have the front bay window replaced at this time and my son’s bedroom window fixed. I’m not sure what else I can do to ensure that these issues are replaced and fixed for safety reasons. I’ve spoken to the owner, Dan Boni, a few times with no return calls at times. With the latest call not being returned. The installers are have also stated that there is no bracing under the Bay window. I do have pictures of the installation process, if needed.
  
  Please feel free to contact me with any questions or information that you may need to help me resolve this issue @ ************* The phone number for Bon Air Products, Ins. *************
  
  Thank you so very much for your time and assistance into this very frustrating situation. I am looking forward to hearing from you in the future.
  
  Sincerely,
  ********* ** *****

  Business Response

  Date: 05/02/2024

  We are contacting a sub-contractor to go to the Ruess house to see what is needed to repair this issue.  

• Initial Complaint

  Date:06/19/2023

  Type:Product 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've purchased windows from bon Air, and two different installments, the second one which was installed mid-november of 2022, five of them, two of them will not open or lock once you get them to close, numerous phone calls they sent out repairman's twice, it's been radio silent for a month, I want two new windows or $1,000, which I stated to him on a voicemail, emails, to no avail. I didn't spend $2,700 for five windows and have two that don't work or operate as they should they're double hungs. The repairman Russ, could hardly move them up quarter of the way and the close .

  Business Response

  Date: 07/12/2023

  Good Morning,

  We have ordered 2 new replacement windows for this customer.  She is aware they are on order.

  Thank you.

  Customer Answer

  Date: 07/13/2023

  [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,
  
  
  
  ***** ****