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:09/23/2024

  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.

  Replaced windows and outside trim on 7/6/21. There is one small window on the west side of the house that only the trim was replaced. When window installer pulled off old trim there was a rotted piece of wood that need to be replaced. Wood was replaced and new trim was installed. Problem is the installer never insulated or sealed the window and has caused water damages inside of the house. I now have drywall nails coming through the wall, stain or rotted baseboard and floor is buckling.

  Customer Answer

  Date: 09/24/2024

  As stated on the email dated 4/14/21 there is a 25 year warranty on craftsmanship and the invoice states windows has a lifetime warranty.  I sent a text message to Jordan Larson on 8/19/24 requesting an appointment to inspect window and damage being cause in house.  Jordan stopped over on 8/20/24 to inspect damage inside of house an DID NOT determine where the leak was coming from but verbally stated $150.00 per hour to repair damage inside of house and Larson's would prepare a quote to replace window on west side of house. I received a quote on 8/30/24 to remove and install a new window. Texted Jordan on 9/3/24 to call me, which he did but we missed each other. Sent text to Jordan on 9/10/27 to proceed with window replacement and received no response.  On 9/17/24 I looked around the outside of the window as the trim is pulling away from the siding and that is when I realize that the window never was resealed with insulation before they put the new trim on. I sent a  text message to Jordan along with pictures of the window that was never insulated on 9/18/24 and received no response. I have no problem paying for a new window, but this window that was never insulated correctly when they put on new trim has caused damages inside of the house.

  

  Business Response

  Date: 10/09/2024

  Dear Donna,
  Thank you for reaching out and providing the opportunity to respond to your concerns regarding the window and the related water damage.
  To clarify, the work we completed on your home on 7/6/21 included replacing 14 windows and an entry door, along with re-trimming the exterior of an existing window on the west side of the house. Our role on that specific window was limited to repairing a rotted sill and installing new aluminum trim. We were not contracted to address any pre-existing installation issues with the window, nor to re-insulate or reseal it. These issues appear to be related to the original installation, which was performed by a different contractor or homeowner.
  Regarding the water damage you’ve mentioned, after my inspection on 8/20/24, it was clear that the source of the leak could not be immediately identified. I provided a quote on 8/30/24 for replacing the window, addressing the interior repairs, and replacing siding on the house and garage. I understand you later decided to move forward with another contractor for the siding work, while requesting that we complete the window replacement and interior repairs.
  At that point, with the majority of the work being assigned to another contractor, I no longer felt it was in our mutual best interest to continue with the project. While I acknowledge that I should have communicated this decision more clearly, I ultimately chose not to proceed with any further work on your home and, for that, I apologize.
  Given the circumstances, we will not be offering further services related to this project. I appreciate your understanding in this matter, and I wish you the best with your ongoing home improvements.
  Sincerely,
  Jordan Larson
  Larson’s Home Exteriors

  Customer Answer

  Date: 10/14/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22324666, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Larson is supposed to be a professional window company with qualified installers.  Being they are the professional not me why is it that they didn't do a water test on the window to determine where the problem exist.   I'm not sure where the problem lays but I did a water test and found that when water from a lawn hose was sprayed on the window it didn't come out the weep holes but water did come out at the bottom of the baseboard and onto the floor in the living room right underneath this window. Since I'm not an window expert I'm assuming the the aluminum wrap was sticking in front of the weep holes when maybe it should have been installed under the window. Water coming out of the weep holes hit the trim and ran down inside of the wall. This window did not leak water 2 years ago until Larson installed new trim and sill.  Being that this repair work is going to cost me several hundred dollars to repair I would think Larson would have the decency to send me a check reimbursing me what I paid them for the trim and wood for this window.
  
  
  
  Regards,
  
  
  
  Donna Donegan

  

  Business Response

  Date: 10/14/2024

  Dear Donna,
  Thank you for your continued communication and for sharing the results of your water test. I understand your concerns, and I appreciate the opportunity to address them in more detail.
  As mentioned previously, the work we completed on your home was limited to re-trimming the exterior of the existing window and replacing the rotted sill. We did not perform any work related to the installation or sealing of the window itself, as that was done by a previous contractor or homeowner.
  Regarding the weep holes, the pictures you provided show that they are unobstructed by the aluminum trim we installed. The purpose of the weep holes is to allow water to drain from the window, and the trim should not and does not interfere with that process. It is possible that the water infiltration issue is related to the window’s original installation, which we were not contracted to assess or correct.
  I understand your frustration, especially given that the leak has caused damage to the interior of your home. However, since our scope of work did not include the re-installation or sealing of the window itself, and given that the weep holes are clearly unobstructed, we do not believe the work we performed caused the issue.
  We recognize that unexpected repair costs can be burdensome, but based on the facts and the limited nature of our involvement, we cannot offer reimbursement for the trim and wood replacement.
  Thank you for your understanding, and I wish you the best in resolving the situation.
  Sincerely,

  Jordan Larson

  Customer Answer

  Date: 10/16/2024

  [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 don't agree with Larson response but BBB can close this complaint. I have reviewed the response made by the business in reference to complaint ID 22324666, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  Donna Donegan