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:06/19/2025

  Type:Product 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.

  I provided a deposit if ****** and applied to finance services through this company. I was told to wait 1 week to find out about financing approval. I could not get a hold of the company, salesman, financing department for over a week. When they responded they said my financing was declined and the deposit was only refundable after 48 hours. I stated I should have the option to receive my deposit back if they declined my financing and asked to speak with a supervisor. After 1 week of trying I finally got a hold of a supervisor. He said he would have to call me back but did not and have only gotten his voicemail since. I have also filed a complaint with the credit card I used to process the deposit and they have filed a dispute with the company.

  

  Business Response

  Date: 07/14/2025

  We refunded the deposit in the amount of $450 on 6-24-25, however the refund can take around 5-7 business days to be refunded, depending on the banks processing.

• Initial Complaint

  Date:05/21/2025

  Type:Order 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.

  This place is a scam. Picked them due to a great promotion they were having and was given 72 hours to cancel without penalty. Surprise, surprise they wait until after the 72 hours to tell me that they are changing the terms of the agreement to something much much worse. They refunded my deposit and I expressed to them we were not interested to follow through with the service under the new terms and threatened me with financial recourse since I did not cancel within the 72 hour timeframe.

  

  Business Response

  Date: 05/23/2025

  They called in after over a month to cancel, which is beyond the recission time frame. We do not add or change anything to the original signed contract. If work were to be done it would only be exactly according to the signed contract.

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23361910
  
  I am rejecting this response because: I informed the company on May 7, before signing the altered contract and after receiving the refund on May 2, and was threatened with financial recourse if not signed. I was told that even though they refunded my deposit I was still under contract and would be subject to have to pay 50% of the total project cost or go to arbitration court. I only agreed to use the company due to a 12 month no payment promotion giving me time to build equity on the home. The salesman agreed. If they would have told me the promotion was not a guarantee I would have never agreed to use this company at all and they waited until after the 72 hour cancellation time to tell me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:05/16/2025

  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.

  1/22/20 We had Harley Interiors install new windows in our home which included 2 sliding patio doors. We paid $14,900.00 for these Windows. This month I noticed a hair line crack in the corner of the frame of one of the doors. I contacted Harley immediately on approximately 5/01/25. We received a call back from them and we were told that someone was coming out to see what would be needed to fix the door frame. Today I got a call from them that even tough no-one has come out as of yet informing us that the crack would not covered even tough we have a lifetime warranty. It seems they decided we were the cause of the damage without even seeing it. Mind you, my wife and I are ****************************************************************************** teenagers here. It is just my wife and I and our cat. We have not moved any furniture through the door since they were installed so there is no way we could have done the damage just opening and shutting the door using it as it was intended to be used for.

  

  Business Response

  Date: 05/22/2025

  We checked with the manufacturer whom the warranty is through. They determined that being about 5 years after the install the sudden crack is not covered. The crack is not with the seem separating, but is above the seem. Unfortunately, to replace it it would require replacing the entire frame, not just the one section thus would be more expensive. However, the manufacturer determines what is covered and said its not something they cover.

  Customer Answer

  Date: 05/26/2025

   
  Complaint: 23340203
  
  I am rejecting this response because: The company has given no explanation as to what right they have to decide the crack is to covered.  Nowhere in the warrantee do it say cracks are not covered.  They have not even come out to check it out nor explain their action to **.  We paid almost $15,000. for these windows and doors with a lifetime

  CONDITIONS AND TERMS OF WARRANTEE  

  ************ warrants the product only and not any consequential damage.   *******  Inc. shall not assume liability or glass breakage caused by improper installation, vandalism, misuse,, abuse, or acts of nature including but not limited to fire, earthquakes, flood or any catastrophic occurrence beyond the control of the manufacturer.  Harley Exteriors guarantees proper installation with a lifetime labor guarantee  to the original owner plus a 10 year transferable labor guarantee to subsequent home owner up to 10 years from  the date of the original installation......

  NO WERE DOES IT MENTION THE ***** FRAMES NOT BEING COVERED UNDER SAID WARRANTEE.

  We have only had the windows 5 years and have taken very good care not to damage them.  As I said before,  we are an elderly couple with no kids running around nor do we have any large dogs just a cat.  These doors are very well cared for,  If we have a warrantee and they refuse to honor it without any reasoning given we will see them in court.

  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:04/29/2025

  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.

  I purchased windows in December 2024, and when I purchased the windows, I had in my contract that the windows have a lifetime guarantee, and the trimwork had a one year ************ noticing some cracking and small patchwork on the interior trim work that needs to be repaired from the initial install of the interior trim work it never installed in the craftsmanship was not correct so I contacted ****** windows and requested someone to come out. They broke the contract and said that they going to cover it. Ive been trying to get in contact with ****** left messages sent emails. Nobody is responding. Not a very good way of keeping your customer support activity with your customers soIm seeking someone to contact me from ****** windows to explain to me why they werent going to cover the warranty and fix this very simple task

  

  Business Response

  Date: 05/22/2025

  Our Production Manager has already reached out to the customer and explained that while we made an exception and did custom trim work for the customer upon request, namely, extra work that we did not charge extra for, it is something the contract explains is not covered under the warranty. The lifetime warranty applies to the window unit.

• Initial Complaint

  Date:04/05/2025

  Type:Sales and Advertising 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.

  We tried to cancel window ***air right after we signed up. The *** just drove off and refused to cancel the order. We called the office as the guy was driving away and they said ok. Now they are refusing to cancel even though we mail them the paperwork and email it to them. Their office supervisor said that he was going to cancel it and shred it. So we had a salesman refuse to cancel within minutes and office manager says ok we will cancel but they refused to cancel.

  

  Business Response

  Date: 05/22/2025

  The contract was cancelled during the rescission period. The credit card charge of $3300 was already refunded, and the check payment had a stop payment on it before we received anything. They have been good to go since they cancelled.

  Customer Answer

  Date: 05/22/2025

   
  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. I got the credit card money back. Finally 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:03/24/2025

  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.

  I had someone come out to my house years ago for a window consultation, I wasnt interested because of the hard sell approach, and the cost. Since then I have been contacted by this company easily 100 times that I have answered, and who knows how many other times that I have not picked up. I have stated numerous times that I dont wish to be contacted any further, but here we are still getting phone calls at least weekly. I have tried to be kind, Ive tried to be a *****, and I have tried ignoring them, but Im done. Please pass this message to them, since they dont seem to hear it coming from me, Take my phone number, my name, my address, EVERYTHING, out of your database and quit calling me. I am never going to buy anything from your company.

  

  Business Response

  Date: 05/20/2025

  We dont show it was ever requested to be added to the do-not-call list. We always add people immediately to our do-not-call list upon request. We have added the 1845 phone number to the list now.

• Initial Complaint

  Date:02/16/2025

  Type:Order 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.

  After 1 year we do not have a completed job and we are unable to get anyone to communicate with us. For complete description, see attachment

  

  Business Response

  Date: 03/20/2025

  The last time we spoke with the customer they had to cancel their service appointment and never gave us a better time that works for them. We have now been trying to call the customer for months. Weve left many voicemails, texts, and have emailed. The manufacturer has also been trying to contact the customer but with no luck. If the customer still needs service they would need to contact us directly with an available time to schedule service.

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 22949850
  
  I am rejecting this response because:
  They called and advise that they had one option at the time they were referring to and I was not going to be home due to my work schedule. NO ONE, including the manufacturer have contacted us at any time since that phone call, voicemail or email until Harley Windows called 03/20/2024, to set up an appt to complete the job. She even apologized for not getting back to us to schedule due multiple issue in their business. We are scheduled for 04/28/2024, we'll see if they show up this time, as they haven't in the past as was promised. I don't appreciate them stating that they called multiple time as well as the manufacturer. 
  Sincerely,
  
  ** *******

• Initial Complaint

  Date:02/06/2025

  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.

  On February 2nd, 2025, I submitted my name for the $25,000 home makeover contest at the Seattle Boat Show. ******* was working for Harley Exteriors at the show and introduced himself to me. He asked if I was looking for work to be done on my house and mentioned that the company works on siding, windows, and doors. I said I was looking for window replacements. ******* stated that the company has grants from the government for improving energy efficiency and that are for up to 80% off. I mentioned I have single pane aluminum frame windows and he stated that it would at least 60% and should be even closer to 70 or 80% off. That sounded great to me so we set and appointment for Tuesday, February 4th at 11 am. The company called and confirmed the appointment at 11 am and stated the appointment would be 60 to 90 minutes. ******* ********** showed up at 11 am and I showed her the windows. She explained the window vinyl framing and warranty for the next 75 minutes. She hadn't even taken measurements yet. Then I had to push her along as it was clear she was going over the promised time frame for the quote. She still wanted to explain the installation technique and why they were so much better. She was literally reading the word for word off the warranties to say why theirs was better. Finally she took the measurements. I let her know I was expecting the 60-80% off the window prices from the grants that ******* had stated. ******* said the grants don't exist and that it's just the rebates that the local companies provide. She provided the quote and it was an astronomical number, $31,917.22 - $35,119.17 (+ tax) for their lowest quality windows. The better quality windows they wanted $49,903.44 (+ tax). This is a blatant bait and switch scam where they first told me I would get a great deal with the ****** then try to sell me windows for 4x more than the typical window price. I want the 70-80% discount Harley Exteriors employee originally promised me.

  

  Business Response

  Date: 03/19/2025

  Our discount at the time was 50% off basic installation, and we mention that customers may qualify for energy rebates from their energy company, and then they mention that they will need to speak with the sales *** for clarification and more details. The ***s at the shows also hand out pamphlets which state the exact information printed on them which also lists the current promo. Someone from our office also contacted the customer to confirm the appointment and if it were brought up to them they wouldve said the same. We dont have the cheapest windows but theyre also not the most expensive in the area, however, ours do some with a lifetime transferable warranty and they also have a ***** year lifetime expectancy.

  Customer Answer

  Date: 03/27/2025

  Hello *******,  
  Sorry I had missed checking the last email in the 7 day window. The business' response doesn't match up with what the sales *** disclosed at the initial contact. Based on their communication they are unwilling to follow through with their initial statements and it's not okay. Please mark this case as not solved satisfactory.  
  I appreciate the work the BBB does for helping document where businesses fail to meet their obligations and customer satisfaction.
  

  
  

• Initial Complaint

  Date:12/13/2024

  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.

  If any company needs a consumer WARNING LABEL, its Harley Exteriors. We spoke to several window companies and decided on Harley Exteriors based on their "Start to FInish" approach that was shared during the sales meeting. This included, inspection of any rot around current windows, and if rot was found, they would remove, replace and seal it prior to the new windows going in. New wood would be painted to match our existing window frames and any interior scuffing or chipping of paint would also be touched-up. Any landscaping around the area where the installers were working would be protected, and if damanged then Harley Exteriors would replace any damaged plants. Ultimately, we were promised that the "Start to Finish" would be done in a way that we wouldn't even know that they were there. Here are the facts: 1. The rotten wood was replaced with a pieces of unfinished scrap wood that is not meant to exterior use. This wood was painted with primer ONLY. It was not finished and the replaced pieces of wood did not match the existing fames. When brought to the Harley's attention, we were told to paint it ourselves. 2. The paint on the interior ***** was chipped in places up to 3 inches. This was also left for us to paint. 3. During installation, I noticed that the landscaping being trampled and was told that the plants are not their responsibility and that I should have "moved" them. (They are in the ground - not in pots). We lost mature plants and damange to others. In pointing this out to Harley, we were once again told that this was not their responsibility. Overall, they left a MESS. The salesman's lies are extensive! **************** is non-existant. After the intallation, NO ONE called to check on the job!! We had to make numerous calls before someone came out to check on the problems we were having with the windows not draining rain water. After complaining, the CEO said he would send us $250 for trim, paint and plants. As of today, we have yet to see that money.

  

  Business Response

  Date: 01/03/2025

  Its definitely not fun to have damage to plants. We checked and were showing the promised $250 was mailed out and the customer should have received it by now. As per the contract, we dont paint, and unfortunately old paint can chip when frames are removed at times. The windows do have a lifetime transferable warranty and are covered if any issues with the windows should arise.

• Initial Complaint

  Date:09/25/2024

  Type:Delivery 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.

  I ordered 5 windows texted and called salesman in the allowed 3 days to change order to 2 windows and they are holding me to their contract, of 5 windows. I want them to realize I did my change in the law of having 3 days, to change my mind. And salesman is not honoring this, or their company.

  Customer Answer

  Date: 10/24/2024

  Please see attached

  

  Business Response

  Date: 10/29/2024

  On line 10 of the signed contract it states: The work order represents that complete description of all work to be performed by **************************** for this contract. There are no verbal agreements or other agreements which modify or affect this contract. Any changes must be in writing. Stating that a different style was preferred without us being notified of the finalized specific changes and having them in writing is not sufficient reason for us to modify an existing contract out of rescission.

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22336101
  
  I am rejecting this response because: This was ******* job to change the order. He was the salesman. I'm the customer.
  
  Sincerely,
  
  ******* *****