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:08/03/2022

  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 purchased windows from Thebco 15 years ago and had them installed with a lifetime warranty. We called numerous times about the glass being totally fogged up and they told us this was normal. Now we removed wallpaper and found mold behind it so we gutted the entire wall. All of the wood underneath the window is rotten and needs to be replaced. ***** came out on July 21, 2022 and again on Aug. 1 2022. At the time he was here he said it was obvious the seal on the window was broke and it appeared that that was were the water was getting in and causing the damage. He just had ******************* me back and state that because the header was too small above the window, our home was not up to code and therefore the window sagged and caused the seal to break and allowed water intrusion. We are extemely upset to have been living with mold in our home due to thier inadequate work. As consumers, we had no way of knowing that the header was not and adequate size for that large of a window. Someone from Thebco should have told us if that was the case. They are the professional. Also, the previous window did not bow or leak and that had the same size header. Now they are refusing to even replace the glass in the window! We feel they should remiburse us for some of the work and damages and stand behind their warranty at least for the glass. If they replaced that when we first notified them of the leak then they may have discovered that the window had a bow and we all could have worked toward a solution at that time. I hope you are able to help us resolve this. Thank you. *************************

  

  Business Response

  Date: 08/04/2022

  When ****** reached out to Thebco a few weeks ago, we scheduled a consultation as quickly as possible.  At Thebco, we have put our customers first and have stood behind our work for over 40 years. 15 years ago, ****** had Thebco do an insert replacement to an existing window.  At that time she was offered a manufacturers lifetime warranty on that window.  This warranty covers defects and problems related to the manufacturing and performance of that window.  Thebco also offers a Craftsmanship warranty on the installation of our windows.  While we do everything we can to ensure a proper installation on our products, some defects in the construction of a home are not visible at the time of installation.  As you can see from the attached photos, when this area of ******** home was built, they did not build it to code and a proper header was not placed above the window opening.  This is required above all windows and doors to provide the proper support for the opening.  The window we replaced was no larger than the original window and would not have required any more support than what should have been in place by the builder.  Additionally, there was no way for us to know the proper support was not there as we would not remove drywall for this type of installation.  Because the window did not have proper support from above it was partially crushed by the weight of the floors above.  This caused multiple seals around the glass to fail (no fault of manufacturing or installation) and water to get in.  It appears that this water damage has been visible for a number of years and had we been notified of this earlier we may have been able to offer some assistance and damages may have been limited.  We will work with ****** on a replacement for the damaged window, but she has no warranty coverage from the manufacturer or from Thebco.  This faulty construction needs to be addressed first and ****** needs to pursue the builder for these damages.  

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  Thebco Windows Doors & Siding.