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:03/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  10/23/23 contract to purchase & install 14 Low * ********* filled windows, flat grids. Total cost $5804. Paid $2902.Single Hung. Salesman ***** measurements. Windows made by *******. Told would be able to lock partially open with demo. This is not true- that is only for double hung windows. He later claimed both he forgot and that he never knew. Immediate problems upon 12/8/23 installation, done by one adult and two teenagers. Missing & sloppy caulking, three broken screens, scrapes on frames, one scrape on one window, all had scrapes within the frames - was told was part of the manufacturing process and could be wiped off. I immediately called and emailed the office and continued to email as I found more problems and alerted them that air was pouring in, especially the bedroom window with the broken grid. Cheap screens were loose, most of all the upstairs front room. ****** came by to see the problems, assured me all would be resolved, and wrote down the broken sash model number. A team (including a child this time to cleanup- perhaps 12 years old) arrived to recaulk the windows on 12/19. They left three stickers on the windows, did not yet have the replacement sash or night latches, so I paid another $2402. They left before I could do a walkthrough although I was clear I would only be gone 45 minutes, back door left unlocked. I called and someone returned to caulk areas they again missed. Loose screens still a problem and no other adjustments were made except for cleaning up the scrapes.Continued to email the office about air pouring in along with photo examples of spaces in the framing. No action was taken until I posted a BBB review, upon which ********************* was assigned to the case.**** knows the window business and has made many adjustments, added locks to the windows (one still missing, but that window needs to be replaced).Sash still on order. Windows seem to not be insulated and air is pouring in, causing financial and health problems.

  Business Response

  Date: 04/11/2024

         To whom it may concern,
  This lady is not one of our customers.
  We did not sell **************************** any windows or any other products.
                     sincerely
                ***************************

   

  Customer Answer

  Date: 04/12/2024

  I have attached the contract. *************************** Windows has had **** here multiple times to tweak the windows with various adjustments, never testing the windows to see if they actually are insulated to the ratings claimed on the stickers. At his first adjustment, he said the framing adjustment screws needed to be either screwed in more or less based on the seasonal adjustments and that is done twice a year. No one adjusts their windows like this. At the March 27 visit, **** and installer *** had decided to caulk in all of those screws (I was told afterwards), confirming to me this was all nonsense. *** also used a heat gun on some of the windows, claiming that they lost their shape when stacked in the warehouse &/or shipping. More nonsense. The windows seemed to be packaged well. Some more caulking was done on all of the bottom frames. An upstairs window needed a replacement glass because of installer's careless boxcutter slice but they needed to return on a day that wasn't raining. I emailed 4/8 to followup with no response. I've been told they need to go through all of these steps before working with the manufacturer. The windows do not seem to have the insulating properties that they claim and I have been trying to deal with this company since the installation date of 12/8/23.

  Customer Answer

  Date: 05/01/2024

  Still unresolved. One excuse after another. Upper sash on upstairs window was slashed on installation, seems to be by a boxcutter. Two teenagers were part of the three person installation team in December. The sash was on hand 3/27 at the last visit, but it was raining and could not be installed. I expected them to reschedule in the next couple of days.  I tried to followup and received an email 4/12 that they damaged the sash while returning to the office. 4/24 email received that they had the sash and on 4/25 I asked for an appointment for either 4/30 or 5/1. No response. I have repeatedly mentioned that the windows seem to have no insulating properties at all (rated to have argon filling which I paid for), and the house has been freezing since the December installation.  They tell me a reason for glass appearing cold to the touch and I reiterate that my job takes me to countless homes where there is no such issue. I have single pane glass in a room where I did not have them replaced, with no problems.  I have had health problems since this installation. One installer adjusted the windows screws because of the leakage, saying this gets done seasonally. At the last visit, they told me as they were leaving that they caulked over all of those screws, confirming this was all nonsense. As far as I can tell, I have 14 defective windows, the bedroom ones especially faulty, and this company will not make it right. It is either a measuring error, manufacturer error, or installation error, or combination of the three. Overall, it has made the living situation intolerable.