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Consumer Complaints

BBB Accredited Business since 06/11/2002

Natural Flow, Inc.

Phone: (772) 334-1011Fax: (772) 334-1078

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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)
11/03/2014Guarantee / Warranty Issues | Read Complaint Details
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Complaint
Window issues are not being warrantied
In March of 2009 we contracted Natural Flow, Inc. to install new windows at our home, 1641 NE 22nd Street Jensen Beach, FL XXXXX. January of 2014 we noticed that one of the windows had what appeared to be some sort of hazing condensation inside the window. My wife, Brenda contacted Natural Flow and left several messages, these messages were not returned. She was finally able to get a person (Kristen) on the phone January 15, 2014. She stated she would have the owner, *** call us back. We received no call. ****** called again the next day and again no return call. This went on for several weeks. At this point we noticed that there were other windows that appeared to have this same hazing condensation issue. We had contacted Martin County to find if permits had been pulled for our property, and they had not. On January 22, 2014 ****** left a message that "at this point we are going to contact the Better Business Bureau, as well as Martin County". To my amazement we received a telephone call back from the owner, *** stating that he would be out the next day January 24, 2014. We were instructed by *** to leave a piece of tape on the windows so he would know what windows we were having issues with. We did. We received no phone call back stating what his findings were or if he had even been there. We called again for the next several days, and once again no return phone calls. On January 29, 2014 ****** left a message that we had no choice but to take further action and contact the Better Business Bureau and Martin County. Later that day apparently prior to the owner *** listening to the message he called asking ****** to email the pictures to *****@naturalflow.net as he had been unable to make it by our home to inspect the windows. ****** was then called by ***, the owner of Natural Flow the next day January 30, 2014 and was told to shove the windows up her ***, and he would not be doing any warranty work for us. ****** contacted PGT, because we were told this was the manufacturer of our windows, however we never received any information on the windows from Natural Flow. We asked several times for a book, manual, warranty information, anything showing us what kind of windows we have. ****** spoke to a lady ***** and she stated that is sounds like an IG Failure and it is under warranty. I, ***** was contacted by *** in the beginning of February stating that he just wanted us to go away and would be out that week to inspect the windows. He once again never showed. At the end of February I ran into ***, the owner of Natural Flow at the bank, he flagged me down and said he was really busy and would be out to count and measure the windows so he could order them for replacement. This once again never happened. We are at the end of our rope. We thought we had hired a professional contractor. He had no problem taking our hard earned dollars, We just wanted Natural Flow to show up and do their job. We are locals who like to deal with local business, we trust our Neighbors. However, this has left a very bad taste in our mouths'. We would truly appreciate trying to figure out what the next steps are that we need to make, in regards to getting these windows looked at and/or replaced. We are now at the hottest time of the year and I am afraid that this could be costing us more in electric. I look forward to hearing from someone soon.

Desired Settlement
We want the warranty to be honored and our windows replaced.

Business Response
We are responding to the above case submitted to the BBB. Natural Flow did the installation of these windows as the customer has stated. When a job is complete the customer receives paperwork as follows: 1. Manufacturer's Warranty information
2. Paid invoice from Natural Flow. 3. Natural Flow warranty.

PGT warranty's their products according to the specific series that is installed. Natural Flow's warranty covers workmanship on installed products for a period of 1 year from the date of installation. Our warranty also states that any manufacturer's warranty issues are with the company the product was purchased from, since most manufacturers will supply warranted parts but will not cover installation charges.

Natural Flow is not responsible to do warranty work for PGT or any other manufacturer. It is done as a courtesy for our customers. Unfortunately, we were very busy at the time the Thixon's called. We did drop the ball in getting back with them and should have recommended they contact someone else have their situation corrected.

I will gladly give them a quote to install new glass provided by PGT if they are still willing to work with us. Things did get a bit tense and I apologize for that. Let us know how to proceed.

Consumer Response
I appreciate the fact that they actually admitted they did not get back to us. I would like to clarify that the only paperwork we received from Natural Flow was a receipt. It may be their policy to give customers the warranty information, however this was not anything we received. We have contacted PGT and are working with a quality company. As for courtesy that is not a word I would think Natural Flow understands. We will never do business with this company again and will make sure we do not recommend them to anyone we know. I appreciate that you looked into this matter and it was finally admitted in their own words that Natural Flow was in the wrong!!

Final Business Response
Didn't think I needed to respond. It was clear that Natural Flow offered to do the work and the customer responded that they did not want to do business with us.

We stated our case that we are not obligated to do warranty work for any manufacturer, so can not be held responsible for a product only installation. We were not wrong in the fact that we did not honor the warranty that is for PGT to do.

Industry Comparison| Chart

Doors - Repair, Glass - Plate and Window, Windows - Installation & Service, Construction & Remodeling Services, Door & Gate Operating Devices

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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.