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:05/14/2025

  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.

  We have been working directly with the builder and the window manufacturer of the windows in our home since we discovered the issues with the windows in the home when we purchased it in June of 2024. We keep getting told that there are no issues with the windows. The window manufacturer has explained to us, just by looking at the window (no real inspections), but literally just looking at the window and stating that there is nothing wrong. They keep blaming it on the humidity in the home. I have given the builders and the manufacturer photos showing that this isn't the case. I simply want the window inspected thoroughly to ensure it is not defective. The photos represent the biggest issue in the home, however all of the windows do this. We have spoken to other window manufacturers during our investigation. We have been told that the windows should not be doing this with our humidity level during cold times. Extreme cold times are different and we understand that. We just keep getting told that the window is fine (with no inspection).

  

  Business Response

  Date: 06/06/2025

  Dear Mr. *********** you for taking the time to share your experience. We understand how frustrating it can be to deal with unexpected issues in a new home, and we genuinely appreciate your efforts to address the concerns surrounding your windows.
  Since first learning of the situation, Lexingtonas the builderhas worked closely with all parties involved, including WI Building Supply (the window supplier) and Weather Shield (the manufacturer), to investigate the matter thoroughly. After a detailed inspection report by Weather Shield, the findings indicated that the windows were installed correctly, and that there were no defects or air infiltration issues present. Instead, it was determined that high indoor moisture levels and limited air circulation were contributing to the condensation you are seeingparticularly on the fixed windows in the front of the home.
  We understand that this might not be the outcome you were hoping for, but we want to assure you that each entity involved took your concerns seriously and followed through with due diligence. We're committed to building quality homes and ensuring homeowners are supported throughout the process. If youd like to revisit the inspection report or discuss additional steps for managing interior humidity,were happy to help.
  Thank you again for your feedback.