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:07/28/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  In August of 2023 Zen Windows came to install our windows we had ordered through their company. We had been working with them since about January or February of 2023 on the ordering process. We ordered the Soft-lite imperial Elite windows with triple pane glass, and they were their highest rated windows they had available. We also ordered a side door and a sliding glass door. From the very beginning they were very helpful and I never got a feeling of being let down. **** (the owner) assured me time and time againwell take care of you Their website says a customer will never pay for the work until the work is finished and the customer is happy. Well, that certainly was out the window pretty early on. Well have Zen half the $$ shortly after the windows came in and the other half before the job was finished and we were satisfied which was a mistake on my part. I feel like this wouldve been resolved by now had I not given them all their money up front and waited until the job was finished and the windows latched as they are supposed to. Thats where the problem lies. We ordered 13 windows and only 4 of them latch properly. You can get a couple more to latch with a lot of manipulation but some wont latch at all. They are double hung windows and are beautiful windows but they dont close/latch properly. We called and have emailed and have txt back and forth many many times for the past 2 years. Weve heard, well come out and take a look (which they have) and fwd the findings onto Soft-Lite but NOTHING has happened. I truly question whether they have even talked to Soft-lite windows or if Im simply getting the runaround. ***** (installer) ****** (scheduler) and **** (owner) have all been to our home for this issue yet nothing has been resolved. Im tired of hearing one thing and them doing nothing about it. I spent ******** on windows and doors and for more than half of them to not close properly or latch properly is a shame!!

  

  Business Response

  Date: 07/28/2025

  Hi ****,

  I completely understand your frustration, and I can understand feeling like you're getting the runaround. We have been working back and forth with the manufacturer to resolve your service concerns for the better part of 18 months. We have had numerous conversations with customer service ***** our regional manufacturer's **** and manufacturer's service technicians. Many times, we've received incorrect parts. Recently, we were able to speak with the national service manager. We shared all of the pictures and videos, along with all of the attempted remedies along the way. After speaking with him, we were able to secure a replacement order for the sashes on all of your windows (except for the 4 in your living room - which we found to operate perfectly). He also shared some additional tips that we will be using for the sashes that currently slide up after pushing them down. We will provide you with weekly updates regarding the status of your service order and will place your service appointment to replace the sashes and remedy the service concerns at the top of the list as a high priority, so it's completed shortly after all the parts arrive. You are welcome to contact me anytime by phone, text, or email. We will get everything resolved for you as soon as we have the parts. Thank you.

  Customer Answer

  Date: 07/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** (****) ******