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Business Profile

Window Installation

Thermal Safe Distributors, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Window Installation.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/13/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Windows were purchased in June of 2019. As of now, we are currently having “service after the sale” issues with the above company. Every time the company is called for a service call, an appointment is not made. The company has been called about twice in the past two months. The first call resulted in speaking with someone who stated the company was short of employees and would call us back. The second time I again spoke with a person and was told the same. We have heard NOTHING from them.

    The contract we signed states “ lifetime warranty plus glass breakage”
    This situation to us represents breach of contract on the company’s part.
    This company is VERY irresponsible in “service after the sale”, and we do not trust them at all. In the future we will neither use or recommend ThermalSafe Distributors. This is the worst experience we have had with a business contractor. The issue we are having could probably be solved in less than an hour.

    Business Response

    Date: 12/14/2023

    I’m so sorry Mr ******** feels this way.   We received a call from him a few weeks ago and I explained we lost our service person to covid and that we would get there as soon as possible.  He has a window that needs adjusted.  He called back two weeks later and left a very angry message.  I called him back and told him we’d be there sometime over the holidays and explained again that the crew had passed with covid.  He and I agreed on that, since the window wasn’t broken but needed some adjustment to one window to make it easier to open and close.  He stated that he loves his windows and has no problems at all other than the adjustment.  We tried calling him again yesterday and I left a message for him this morning with someone to come and repair it.  I hate he feels this strongly about us over an adjustment to the window.  The windows are warranted through the manufacturer and not by Thermal Safe.   We will get to his home today and get the adjustment done.  

    Customer Answer

    Date: 12/15/2023



    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.



    **** ********* mgr., made a visit to our house within two days and made the necessary adjustments to our windows.  We appreciate his promptness and we consider the matter closed.

    We thank the BBB for your help in this matter.


    Sincerely,



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

  • Initial Complaint

    Date:09/25/2023

    Type:Product Issues
    Status:
    Answered
    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 September 21, 2023 Mr. **** ********, representative from Thermal Safe Distributor sold us a metal roof for a total cost of $9,400. We signed a contract for the services and paid a $2,350 deposit.

    After the transaction I devolved “buyers remorse” primarily due to making a decision without all information.

    On September 23, 2023 I sent an email to the company requesting reimbursement. I also left a message with the company on voicemail requesting reimbursement.

    Further, on September 23, 2023 I met with Mr. ********, I saw him driving around my neighborhood. In short, Mr. ******** stated he could not reimburse my money.

    I believe Tennessee state law gives me three business days to change my decision.

    I simply request Mr. ******** return my money. People who do business with this company should also know the practices they conduct when dealing with the public.

    John Edens

    Business Response

    Date: 10/23/2023

    We most certainly did refund Mr ****** money.   He bought, decided he didn’t want the roof, we returned his money via a cashiers check.  I delivered it personally.

  • Initial Complaint

    Date:09/05/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 have a cracked window. I notified Thermal Safe and the sent an inspector out and he verified the problem. It is going on 2 1/2 years with no results. I have had a dozen excuses and still can't get any results.

    Business Response

    Date: 09/29/2022

    Business Response /* (1000, 5, 2022/09/08) */

    We are so sorry to have taken so long replacing Mr ********* glass. We have lost two service workers to covid, as well as our glass plant being closed down several times due to covid. We will get the replacement glass as soon as possible. In the meantime, Mr *** diver can order his glass through a glass company. If he can get it sooner, we'd be more than happy to cover the cost. We sincerely apologize and have always maintained a perfect service record. Please advise!

Thermal Safe Distributors, Inc. is NOT a BBB Accredited Business.

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