Complaints

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• Initial Complaint

  Date:11/09/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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 16 windows, 10 windows were installed 9/2021 and 6 were installed 12/2021. I noticed that there seemed to be a problem with the glass clarity soon after installation. I mentioned it to the vendor but they just told me that it was low-e glass which will be tinted. I figured that maybe if I had them professionally cleaned maybe it would make a difference. Well with the time of year being winter and with the pandemic I waited till the spring to find a window washer . Well it wasn't until July that I was able to get them cleaned. It did not resolve the clarity issue and so I called the vendor, **** I told him that there was a problem with the all the windows. I told him that the windows were not only tinted , but they seemed to have a hazy, cloudy look. He then informed me that they would be tinted and hazy. I said you did not tell me that in the beginning, because if you had said that they would be hazy I would never have purchased them. He became very angry and was not going to do anything for me. Finally after a lot of back and forth he agreed to give me new windows. I told him that maybe the low-e is what is causing the hazy issue and therefore I asked him to just make it clear glass. He installed the new replacement windows in 9/2022. A week after installation I had them professionally cleaned and noticed after that all these windows had a clarity problem. I have attached a few pictures showing the problem. I contacted *** at R & R Glass to let him know what was going on. He would not discuss with me and he had people in the office tell me that he was not going to deal with me about the issues that I have found. I sent him these pictures that I am sending you, but he has not contacted me.

  Business Response

  Date: 12/07/2022

  Please see attachments in response to complaint ID# ********: ***** *******.

   

  Sincerely,

   

  *** *******

  R & R Glass, Inc.

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

  Warminster, PA  18974

  Customer Answer

  Date: 12/10/2022

  [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: 18358900
  
  I am rejecting this response because:
  
  
  Regards,
  
  ***** *******
  
  
  I have no idea what this letter from DPG proves or disproves my claim. They would not come back on a sunny morning to see what I was talking about and that is why I took pictures which show what I am talking about. The pictures that they are showing with streaking are dirty. My windows that I took pictures of were professionally cleaned and the streaking is between the insulated glass. Pictures don't lie, people do especially ones with no integrity. I am still open for *** to come out to check see what I am talking about. By the way I have had other glass companies verify what i am saying that the streaks in between the insulated glass would only be seen by the naked eye when the sun would stream through.