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:04/24/2023

  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.

  Purchased windows for my entire home from Window Works in December 2017. The new window install was a seamless process with no problems.
  In March of 2022 I contacted the company as I had two windows with issues. A representative of the company came to my home on 3/23/2022 and advised me that that one window would be replaced and the other repaired. Mr. M*** did tell me it would take at least two months for the window replacement. I had no further contact with the company until June when I called to check status. I was often advised someone would call but they did not. When I did speak with someone the window maker was always blamed for the delay.
  I’m September of 2022, after a very frustrating conversation, it was finally determined that the window order had been “lost” and per Tiffany it was ordered on 9/23/2022. I was advised it would take 4-6 weeks.
  On Jan 3 representatives came to install and repair the windows. It was found that the incorrect window had been ordered/sent. While here the non working window was repaired but another failed window was discovered.
  Those items were ordered on Jan 3. Again, no further communication from the company until I contacted them on 3/10. I was advised the windows would ship to Knoxville location on 3/13/2023 and be brought to Chattanooga on the next delivery.
  I have had no further communication and when trying to call them I get no answer. Today I called and the call was answered by an answering service.
  At no time did this company provide any follow up on the window orders - all follow up was initiated when I called them. If I was provided an email which prompted a further question there was never any response.
  I have been waiting on the one window replacement for over a year. The lack of communication and follow up on the issue is incomprehensible to a person who worked professionally for 40+ years.
  I simply want my windows (2) replaced as specified by warranty.
  Thank you.

  Customer Answer

  Date: 05/15/2023

  On 4/28 I received email from Tiffany M*** that windows had been received and asked for aWednesday (5/3) orThursday (5/4) install date.  I confirmed that I could be available onThursday and Tiffany advised that she would check with installers and confirm.  No further response.  I sent a  follow up email on 5/3 at 12:30 pm to request confirmation that installers were coming.  No response. While out on 5/4 I received text at 11 am that installers were at my house.  I called Pam Moon and advised that the install had NOT been confirmed and I was unavailable.  I also sent her copies of my email communication with Tiffany.

  
  

  Left town 5/5, returned 5/9

  
  

  Received text on the morning of 5/12 asking to install my window on Monday, May 15 at 9 AM.  I advised that there are TWO windows to be replaced and I would not accommodate install until both could be done.  This was not new news - Window Works is aware that there are two failed windows. I specifically asked about both windows in an email on 3/10 and 3/15 to which I received no response.

  I have received no further communication.

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

  

  Business Response

  Date: 07/05/2023

  The complaint from Mrs. ****** is over a warranty issue. Our company policy offers a lifetime manufacturers warranty and at the time Mrs. ****** purchased her windows a Window Works 5 year labor warranty. Our policy is to send customers to our website to fill all paperwork and submit any warranty issues on line. In March of 2022, John and Trey Moon come out to Mrs. ******s to repair a window. At that time they collected her information about a special shape window that had seal failure. John told Mrs. ****** they would file her warranty issue for her. Mrs. ****** has Alside windows a company we used for many years until we stopped because of quality, warranty, and internal issues. After several months of checking on Mrs ******s warranty glass special shape, we were told by the warranty department they could not locate it. At that time we reordered the glass. When it finally came in it was the wrong special shape size. We reordered the special shape and another sash John identified that had seal failure. The special shape came in before the double hung. Tiffany scheduled this with Mrs. ******. I thought the date was firm. Mrs. ****** and Tiffany thought I was to confirm the time, so when our crew came out she was not there. This was a miscommunication between Tiffany and I which we both apologized for. We had lost the person in charge of scheduling and warranty. Tiffany and I were filling in till we could refill that position. John ask the Alside representative to come down from Knoxville and speak with Mrs. ****** about all the warranty problems Alside was having so she would understand we were trying to take care of her window issues. We share Mrs. ******s frustrations with the Alside warranty department. We are a small family owned and operated company. We try to offer a quality product at a fair price and stand behind our work. We assure Mrs. ****** we will not stop till we have resolved all her window issues or any in the future. Thank you, Pam M***