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:03/15/2025

  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 purchased 11 windows and a door from the company in April 2024. Immediately after delivery there's been constant issues. Continuous follow-ups to the third party sales *** and Lincoln has been a constant brush off claiming that help is on the way. Only to not hear anything for a weeks until the next follow-up by me.

  Business Response

  Date: 03/18/2025

  A Service Request #****** was completed by our Dealer, whom mis-keyed our mutual customers contact information.  *********** Contractor received proper contact information for Work Order #*****, and has scheduled the work for next Tuesday 3/26/25.

• Initial Complaint

  Date:10/29/2024

  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.

  Brand new doors were purchased in 2020 and installed late 2020. They were not used until March 2021 when I moved back in and by 2022 not one but both handles/locks on both doors broke. Lincoln did cover the cost of repair this time around but it took months to resolve, leaving me two back doors that could not be locked for months during the holidays. **** it finally did get fixed, two years later on 10/24/2024, one of the handles had broken again, while the other still works but feels like that is about to go as well as it's sticking just like the other one did before it broke. Lincoln will only cover the cost of the product replacement, not full replacement of their defective hardware and this is again resulting in several delays in getting lockable doors to secure my house.Additionally I am afraid that when these get fixed, this issue will arise again in another year or two. There is only normal opening and closing of doors, nothing has happened to make these handles and locks break except for just opening/closing the door. I've paid premium price for high end doors that have poor quality to the point I need to have new doors installed so I can call a regular locksmith to fix the locks within hours or days, not several weeks or months. I have documentation to prove the claims. Thank you.

  Business Response

  Date: 10/31/2024

  In regards to the matters surrounding Complaint #********, Lincoln Wood Products offers a Limited Lifetime Warranty on it's purchased products (attached for your convenience), and has offered replacement components at no charge.  Lincoln does have a service labor goodwill; which for 1 year from date of manufacture, will offer parts and labor to install any components determined to be defective in materials and/or workmanship (which expired 10/26/21).

  Customer Answer

  Date: 10/31/2024

  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 reject the response because the defective door k**** are not even lasting two years. It's only been four years and I've had to replace three knobs, possibly a fourth soon on two different doors. THe service tech showed me the broken spring, which partially is also made of plastic. I understand normal wear and tear but I am now forced to pay $435 in service and labor costs only two years after they were fixed the last time. Additionally, the length of time it takes on behalf of Lincoln, not the service company is atrociously long. In 2022, I submitted a request in June 2022. It did not get fixed, nor did I even get a referral of who to contact until November/December. That is four months of two unlockable doors which is atrociously long to have a security risk where none of your back doors can lock, let alone stay closed. The fact that I have to repair these only two years after the first repair is enough to make me change to a more reliable brand where I'm not spending hundreds of dollars fixing parts that should be lasting more than 2 years. NOt only is the product quality unacceptable, the reviews online are filled with other consumers experiencing a similar issue. I even understand 5 years of use and the door handles breaking but only two years  is much too short for a door handle to last. I am also extremely terrified that an intrude will come in since the broken handle is in my master bedroom. If this takes another four months to fix, this is not quality product, nor service. .]
  
  Regards,
  
  ******* **

  Business Response

  Date: 11/11/2024

  The Service Contractor contacted Lincoln on 10/31/24, with parts being overnighted to them on 11/1/24 at no charge.  It is my understanding that they will be returning Tuesday 11/12/24 to replace the lock mechanism, and will further investigate the door internals to exclude any factors that may be contributing to the hardware failure.

  Customer Answer

  Date: 11/12/2024

  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.
  
  [The service company had come out to address the doors today. While they are now locking, this is still egregiously long to have a door fixed as this last time I have had the french door handleset break on 10/24/24. It is now almost 3 weeks later to get the door fixed and that's speedy compared to the last time the door handles broke. a few hours or even a couple of days is acceptable to get by without locking external doors. More than that is grossly negligent on LIncoln and any Lincoln partner's behalf. Additionally it took THREE service trips for them to service the door. THe first time to inspect even though I told them it was the same exact issue in 2022, the 2nd time they didn't even bring parts and now this third time. The last service on 11/12 tried to tell me it was a nail in the threshold that was possibly causing the handles to break so soon but that does not explain why the other kitchen door handle broke as well. I can send photos of both thresholds. **** they serviced this time around, they added plastic rings around the door k**** that helped 'secure' the handles and make them operate smoother. I am not waiting for the next time these break to only have lockable doors about 80% of the time. It would be one thing if they would expedite this to get fixed within days since it's a security issue but the fact that I know have to pay almost $500 everytime they break and than wait anywhere from 3-16 weeks to get fixed is not acceptable. Please let me know I am happy to send photos and also wondering why these plstic rings weren't supplied earlier when the they were purchased in the first place..]
  
  Regards,
  
  ******* **

• Initial Complaint

  Date:04/27/2023

  Type:Billing 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 bought windows from A Company called Lincoln paid well over $90,000 & we have some of windows broken because during the winter very cold outside n hot inside glass from outside broke,Its maybe the heating right under it Also we have windows with We want exchange or replace Thank You A loot of condensation as well More then 12 have condensation

  Business Response

  Date: 04/18/2023

  Lincoln Windows was unaware of any issue until the complaint made to the Better Business Bureau.  Our service department has been informed of the complaint and they will be contacting the homeowner directly to get more information on the problem.

  *******************
  Marketing Director
  Lincoln Windows

  Customer Answer

  Date: 04/27/2023

  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.
  D supplier with none working number so I send them email 
  But didn't get any respond 
  I also would like to ask you please forward my case to *** bbb over $90.000  all damage windows 
  I dont know what is my option 
  
  Regards,
  
  *********************

  Business Response

  Date: 05/03/2023

  Apologize, our Company did experience a Company-wide Technical Malfunction, which limited our ability to respond to all customers.  I am in receipt of the correspondence dated 4/10/23 and 4/27/23, and have emailed ***** today, to secure more information regarding the age of his product and what warranty processes we can offer to satisfy his concerns.  I will be back in touch with you as I receive from him

   

  I would like to supply supporting correspondence from our mutual customer, **********************  He was able to provide me photos of the existing conditions of his units which are outside of the warranty terms, along with being misused/abused and or insufficiently maintained (glass and screens broken not from a defect in materials and/or workmanship).  I instructed him to our Lincoln Window Website, where he can locate a ************** whom can assist him with purchasing parts and labor to correct his product concerns.

   

  We appreciate you bringing this opportunity to our attention and allowing ** to respond, of which we feel we have satisfied

  On May 3, 2023, at 9:21 AM, ********************* <*********************************> wrote:

  Morning *****,

   

  Sincerely apologize for the inconveniences please be assured that we are still operational as a Company, and needing some additional information to assist you more timely.

   

  Could you kindly advise of when you purchased your windows and supply ** with a photo of the glass id, etched in the glass?  This will help ** identify your original order number to get ** started.

   

  *In regards to the condensation you are experiencing on the multiple windows, is the moisture between the panes of glass, or on an interior surface that can be wiped off?

   

  Anxious to work with you towards your resolution

   

   

  Best,

   

  *********************

  Service Manager

  *********************************

  ********************************

  Tel: **************  Ext. 129

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  From: *************** (**********************) [mailto:**********************]
  Sent: Monday, April 24, 2023 12:05 PM
  To: *********************
  Subject: Re: BBB Correspondence...

   

  CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.

  
  My number ************ 

  Sent from my iPhone

  
  On Apr 20, 2023, at 2:23 PM, ********************* <*********************************> wrote:

  Afternoon *****,

   

  We received notification of your claim from the BBB, and wanted to reach out in attempts to restore your satisfaction with our brand.  Lincoln relies heavily on our Local ************** Partners to offer long term customer care beyond the sale.  If you havent, could I kindly ask that you navigate to our www.lincolnwindows.com website and select a resource closest to your location: