Complaints

This profile includes complaints for The Window Guys of the Hill Country's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Window Guys of the Hill Country

  1810 Junction Highway Kerrville, TX 78028

  
• 

  The Window Guys of the Hill Country

  1810 Junction Hwy Ste 207 Kerrville, TX 78028-9448

  

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:07/11/2023

  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.

  The final window was measured incorrectly. The installers called *** and notified him of the correct dimensions. I was told that the window would be reordered and installed as soon as they received it at the shop. This was last July. I spoke with *** in late August or early September regarding the window and was assured it had been ordered.I called October and November and left voice mails on **** cell phone.I called January and *** answered his cell phone. The conversation consisted of him not placing as many orders with the manufacturer due to a credit card and the cashback option he used when paying for his orders, that he had a new cell phone and was in the process of setting it up, all totally irrelevant to my issue. After all, I only want to know what the status with my LAST window is. *** then mentioned how busy he has been with the door side of the business. We then talked about doors at my house. And again, I ask about the LAST window. He assured me that he would call the manufacturer, because they had been paid in full, and he said he would have it in 14 days. I explained to him we are 6 months into a MISTAKE HE MADE, and he understood.I called February, March and April AND LEFT MESSAGES on ***'s cell phone. I called June and July AND LEFT MESSAGES on ***'s cell phone.This total was 24 windows. I have 23 that match and are energy efficient. AND, 1 that does not match and is not energy efficient.I been left NO other option that to file a complaint here and hope that there is some resolution an ongoing problem

  

  Business Response

  Date: 07/17/2023

  We apologize for the delay in responding to BBB with an update on this matter. Due to issues with our third party window vendor, we have seen delivery delays that have impacted customers like **************. As a result, we have made the decision to stop working with this vendor moving forward. We will be picking this window up on Tuesday, July 18, based on the delivery timeline from the vendor. We have been in touch with this customer and will be following up this week to schedule the installation of the window. We appreciate your patience and an opportunity to resolve this matter for **************. 

  Regards, 

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

  Customer Answer

  Date: 07/20/2023

  Complaint: 20305431
  
  I am rejecting this response because the piece covering the foam insulation is buckled in several places.  The piece is on the exterior portion of the window and covers the gap between the two windows.  

  Please feel free to call and schedule a time when someone is available to fix this piece.

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

• Initial Complaint

  Date:03/28/2023

  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.

  During cold weather the windows sweat, water runs down them, puddles in window ***** and ices over inside. We have contacted them numerous times with no results.

  

  Business Response

  Date: 04/20/2023

  *************************************************************************;

   

  This is the link to the causes and cures of their problem and have tried to explain that the amount humidity in their home. We have been in contact and we were missing 2 windows and  there was not a problem when those were venting this home . We are a installation company and their complaint needs to go to the Manufacturer of the windows. Thanks ********;

  Customer Answer

  Date: 04/20/2023

  Complaint: 19862365
  
  I am rejecting this response because:
  He knows this happened before the last 2 windows that were installed due to his error in getting those when they should have been installed at the same time as the others and we have told him and his sons over and over. They told ** he also has two other houses that this has happened to and they have been trying to resolve it. I have numerous emails to prove that.

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