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Consumer Complaints

BBB Accredited Business since 01/25/1985

Factory to You Windows

Phone: (469) 698-9900Fax: (972) 722-2810

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BBB began including the text of consumer complaints and business responses in BBB Business Reviews on 07/01/2013 for complaints filed on 01/01/2013 and thereafter. This includes all complaints that meet our reporting guidelines and that are filed electronically. We also report on the resolution of the complaint, as determined by BBB.

Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Guarantee / Warranty Issues1
Advertising / Sales Issues0
Billing / Collection Issues0
Problems with Product / Service0
Delivery Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)
08/21/2014Guarantee / Warranty Issues | Read Complaint Details
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Complaint
12 of 20 windows that we purchased through Factory to You Windows are defective from the manufacturer.
In 2005 we purchased $14,646 worth of replacement windows from FTY Windows. They were installed early 2006 with a supposed Lifetime Warranty. in the 6th year, we began to notice an issue between the panes like sawdust stuck to the inside of the windows. We began calling FTY in April of 2012 and after 5 months of leaving messages, we finally had an appointment and visit from **** ********* **** noticed the issues before he even got out of his truck, however he informed us that FTY no longer carried the brand of window that we have (Silverline) and because of that, he would not be able to help us. When we called Silverline we were told that to use our Lifetime Warranty, there would be a service fee plus installation of $150 PER window that we needed to have replaced. FTY was basically no help past that point, we were told to deal with the manufacturer. Since 12 of the 20 windows installed are defective, we would like to have FTY go to the manufacturer for us and work out a solution that doesn't cost us $$. We spent a large amount of money on these Lifetime windows and had hopes that we would not encounter any issues. It's hard to complain about a level of service when we can't honestly say we've had any at all. We would appreciate someone going to bat for us and helping us get defective windows replaced by the manufacturer.
Purchase Date 8/11/05 Installation 1/3/06
There is no order # or contract #
Windows were custom made using some from the 8500 series windows.
Sales Rep was **** ****
Paid by check on 1/3/2006 for $14,646

Desired Settlement
First and foremost, we just felt left out in the cold in regards to this issue. When we first called ****, he gave us the number of his service guy who took 5 months to get out to our home. Once they realized that we had Silver Line windows, they told us there was nothing they could do. We feel like there should be SOMETHING that they could do to stand behind the products that they sold. If nothing else, they could convince Silver Line to replace our defective windows at no cost since the issue is a defect, not a breakage or consumer issue. WE have $15,000 worth of embarrassing windows.

Business Response
see attachment

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
We are working on a resolution, but nothing is finalized as of today. *** ***** is in negotiations with the manufacturer.

Industry Comparison| Chart

Windows - Installation & Service, Windows, Windows & Doors - Installation & Service, Doors - Installation, Doors

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As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.