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:11/21/2022

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I need to know how Hometown intends to fix the window.  According to the internet if the fix is to putty the crack and buff and polish this is considered a short term solution and the qualities of a gas filled double pane window are lost.  If they intend to remove the entire window and replace it with a factory made gas filled double pane window than that would be acceptable to me.  But we still need to address the locking system that doesn't work on both sides.  Yes, I would like to have a rep from ******* stop and review and I suggest the salesman calls before he comes out - I believe I was in the shower when he stopped yesterday.
  Regards,
  
  ******************************* to be replaced. We ended the conversation with him telling me he would get ****************** rep involved and they would come and inspect and do what's needed. That was a week ago and you may suggest waiting a little longer, but I wanted to get my complaint on file. I want to add that the two installers had a hard time with that window. After a lot of grunting and groaning one of the guys said we finally jimmied it in there. I think the window was mis-measured and was too big for the opening and that might explain why the screens didn't fit. I'll also add that I'm in my 80's and don't know how to upload info.

  

  Business Response

  Date: 11/21/2022

  Yes I'm aware of the issues with the twin casement window. I did go check out the screens roughly 1 month ago and did order 2 new screens. They should arrive shortly.

  In regards to the insulating glass I did stop this morning to see the crack in the corner and it is a stress crack. The window does come with a lifetime glass warranty so it is covered fully under warranty. Can this happen? Absolutely, but the windows are designed to be taken apart and replace all components on the window including the glass. All windows are designed to have this done.

  In regards to the installation, the window is installed properly and there is no way any installer can install a window to make the screens fit or not fit. It's just not possible.

  We will take care of any and all issues. I also have contacted our Rep from ******* and he's willing to stop and take a look at the window as well when he's in the area.

  

  Business Response

  Date: 11/23/2022

  Good Morning,

  Yes the entire glass insulating unit will be replaced with a warranty unit from the manufacturer. It won't be fixed it will be replaced.

  The locks will also be adjusted or replaced depending on what is needed.

  I only stopped unannounced because I was a couple of doors away and thought I would take a look at the crack in the glass to see what happened. I could do that from the exterior. I will let you know when the rep is in the area to set up an appointment with you.

  Thank you,

  ****

  Customer Answer

  Date: 11/24/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  But, since this is a work in progress acceptance, I hope that Hometown Glass will complete in a timely and acceptable the necessary fixes to my satisfaction.  
  
  Regards,
  
  *******************************