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:11/08/2023

  Type:Order 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.

  Entered contact for a *** ****** awning on 5/1/2023 and paid $3,312.00, was told it would take 8 to 12 weeks. Was on back order; and it would be last of July, first of August. We were willing to wait. July past, August past and they stopped answering our phone calls. We just want a refund.

  

  Business Response

  Date: 11/08/2023

  As Mr. ****** stated he was offered an opportunity to make another selection for fabric on his awning to help speed up delivery of his awning but they insisted upon waiting for the fabric that was backordered. Initially the fabric was expected the end of August but was not received at ********* until recently. Mr. ******** awning has been produced and is expected to ship end of this week. There have been delays in shipping that are also beyond our control. We have assured Mr. ****** that as soon as we receive his awning we would be there immediately for installation. However until we receive the product from the manufacturer our hands are tied. We are sorry for the delays in receiving product however manufacturing is beyond our control as well. We hope to receive Mr. ******** awning within the next couple of weeks and again we will install as soon as product arrives. 

  Customer Answer

  Date: 12/04/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:04/21/2023

  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.

  We contracted Southwest Sunroom to replace the windows in our Fincastle home. within 6 months of the installation, the seals around the windows failed. They were replaced. Once again the seals have failed. In addition, the windows are shrinking away from the hardy plank siding. We contacted Southwest last fall about the issue. In February 2023, the window manufacturer and Southwest contacted us and visited our property. In March we followed up and they acknowledged the issues we were having. We followed up again in March and heard back on April 3, 2023 that they were having internal conversations about how best to replace the windows and possibly match them to other windows (different manufacturer) that are not failing and have been installed for approximately 15 years. We have since contacted both southwest and the manufacturer twice since and to date have not received any response. Can the BBB provide any assistance or identify other replacement window contractors who could install an ******** or ***** metal casement window.
  Thank you

  

  Business Response

  Date: 05/09/2023

  In response to a complaint submitted by Mr. ******* Southwest would like to make it clear that Southwest fulfilled all obligations per the terms of our contract. Contract states that the warranty is directly with the manufacturer regarding product defects. Southwest was only responsible for the installation of these windows. There was no problem with the installation of the windows or the other products including doors and siding that were also installed by Southwest. As Mr. ******* states 6 months after the installation there was a problem with the windows which Southwest resolved fulfilling our obligations at that time. This last instance it was apparent that the issue needed further examination from the manufacturers representative themselves. That meeting was setup Southwest took the representative to the job site to see first hand the problem. The matter at that point became strictly an issue between the homeowner and the manufacturer since Southwest has no input in the warranty issue. Southwest had indicated that they were still willing to make repairs but it is not Southwest's responsibility to install additional products. Southwest has been selling products in Southwest Virginia since 1980 and we have had no issues like this in the past. We have fulfilled all the obligations under our contract and would like this matter put to rest. Thank you for your help in settling this matter. 

  Customer Answer

  Date: 06/02/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  My contract with Southwest indicated they would provide and install windows with a lifetime warranty.  They selected the windows and contracted with the supplier.  We had no assigned warranty.  It is Southwest issue to correct  Regards,
  
  **** ******* 

• Initial Complaint

  Date:01/06/2023

  Type:Product 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.

  I bought a ******* garage door from Southwest window company and the door has given me nothing but problems from day one the service people have been out here about 4 to 5 times and it takes about two weeks to get them out here after I call, every time I have called them lately they have just given me the runaround. I got the doors in July and I think I've had at least 4 to 5 service calls on them since then, the main problem has been it will get up and not come down and get off the tracks , I am looking to get the door replaced with another one or just completely get the doors taken out and get reimbursed for my money thank you for any help that you can give me with this matter.

  

  Business Response

  Date: 01/19/2023

  Customer purchased a retractable screen from Southwest Sunroom & Window Co. not a garage door. Customer is correct we did have a service issue and went there 3 times in a good faith effort to resolve the issue. Upon learning of the most recent issue we reached out to the vendor at that point to establish why we were having a problem that we had not experienced before. In talks with the support team at the supplier we were told that additional parts had been developed to alleviate this problem and they are going to provide us with the necessary parts to resolve the issue once and for all. After discussion with the supplier, Mr. ********** was contacted and told of our efforts to remedy the problem and that parts are being sent and upon receiving these parts Mr. ********** was assured that we would contact him and make arrangements to resolve the issue once and for all. Mr. ********** was appreciative of our continued efforts and we extended our sincere apologies for the problems he has experienced. 

  Customer Answer

  Date: 01/20/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  I'm 
  ***** **********