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:04/24/2023

  Type:Sales and Advertising 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 had ****** ***** Pocket Sliders (4) and casement windows (4) installed through Michelle *********** with Papillion Windows and Siding on 11/28/22 for $******. We had paid half at time of order and paid the remainder on the date of installment. We did not know at the time of installment that the windows had been measured too big and they were installed with no insulation. They are very tight in the pocket window and the slider windows are unable to be removed very easily for cleaning purposes. We have been trying to work with Michelle to remedy the situation with being able to remove the windows for cleaning, not knowing that there were more serious problems. This all came to light on 4/13/23 when Michelle brought out a foreman to "correct" the problem and fix some other aesthetic issues. The foreman informed us at that time, that the windows were too large for the space that they were in and they were too tight. He also informed us that there was no insulation around any of the 8 windows. He told us that he had been instructed by Michelle to put a nail through the top of the slider windows to raise them to allow for easier removal of the window for cleaning. He advised us to stop the work and to work with Michelle to remedy the situation. He told us that the windows that we had were top of the line. We thought they were cheap windows because the noise level had increased significantly from our old windows and our heating bill had increased significantly since installment. We confronted Michelle with the new information and her options to us were to 1) resize our casement around the windows or 2) do a full frame window replacement with additional cost to us. We do not agree with either option. We have asked for a full refund of the 8 windows and she has refused. We are willing to return the windows after we get them replaced. We currently have windows in our home that aren't functional. Michelle has stalled us for almost 5 months.

  

  Business Response

  Date: 04/24/2023

  We installed windows at the ****** residence, and several weeks later received contact from the homeowners expressing some concerns about the looks and operation of the new windows.  Michelle, the owner, personally visited their home 1/4/23 to discuss their concerns,  returned at a conveniently arranged time for the homeowner 2/4/23, with the original installer, to assess the difficulty in lifting the slider sashes out to clean, at which time the installer noted they were "tight" and recommended the manufacturer rep inspect.  We had the manufacturer rep inspect the windows on 4/5/23, who determined the slider windows needed to be tightened at the center of the frame to allow the sashes to be removed easily for cleaning, and on 4/13/23 Michelle returned with a window foreman, at which time he removed casing to tighten the frames.  It was at this time the homeowners first communicated the noise level from outside was increased.  The foreman noted how tight the windows had been measured, leaving no room for insulation.  Once this issue was discovered we immediately stopped work on the windows so that we could address it properly with the homeowner.  

  As our written contract outlines, we offered to remedy the condition at our cost; however, the homeowner has refused to allow us to do so. The windows are extremely good quality and with this proposed solution the homeowners should experience much better sound dampening and energy efficiency.  We hope the owners allow us to address the installation problem.  In no way has our intention been to stall, it is simply to get to the bottom of the concerns, which we now feel we have.  We want to ensure the owners are ultimately satisfied with their purchase and we are willing to correct the installation issues if allowed.           

  Customer Answer

  Date: 04/28/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Michelle was out to our home on
  the day of installation, and three times after that. She never informed us that
  the installation was incomplete. We had a scheduled vacation from 12/1/22 to
  12/10/22. We contacted Michelle on 12/12/22 to express concerns about the new
  windows. She didn’t respond for two days and then didn’t offer to meet with us
  until several weeks later, on January 4th. We expressed concern to
  Michelle on February 4th about the noise level with the new windows.
  On 4/13/23, we stopped the work at the recommendation of the foreman, not
  Michelle. We communicated with Michelle that evening requesting to have the
  ****** rep come out ASAP. She told us that there was no need for that. We made
  a complaint directly to the ****** company. They informed us that we are not
  eligible for the warranty on the windows because according to them, the
  installation is incomplete. They viewed detailed photos of the windows and saw
  that there is no insulation, there were no shims, and the windows are too tight
  in the space. They stated that the windows should have been ordered half an
  inch smaller. The fact remains that the windows that this company ordered and
  installed are too big and their installation of those windows is incomplete.
  They did not fulfill their contract with us. Michelle was at our home after
  that first window in the kitchen was put in and before any trim was put on. If
  this company has an A+ rating, why didn’t Michelle stop the install when she
  saw that the window was too large? She did not tell us that the window was the
  wrong size. Why did they continue to install all eight+ windows? Why didn’t
  they inform us of the problem with the size of the windows, since one of us was
  home during the entire install? Why did they tell us that the installation was
  complete and why did they accept our final payment? This company has completely
  broken our confidence in their ability to install windows correctly. This
  company has offered to “remedy the condition” (see our initial complaint). An
  incomplete installation of 8 improperly measured, uninsulated windows is not a “condition”.
  Their remedy is not in accordance with the contract and will result in damage
  to our existing oak casing around the windows. We need a full refund at this
  time. We have been dealing with this problem now, for over 5 months. Attachments show the kitchen window after removing trim. There is no space for insulation on left or right, and no insulation on top.
  
  
  
  Sincerely,
  
  
  
  Rick And Debra ******

  

  Business Response

  Date: 05/01/2023

  We understand the consumers frustration in the length of time the process has taken and have attempted to stay in contact with the consumer to remedy their dissatisfaction.  Only when a second installer went to the property in April was the issue of lack of insulation and improper fit discovered.  When Michelle visited the job site during installation and also after the installation the window casing was on the wall each time, so the exterior of the frame was not visible and therefore lack of insulation or shims undetectable, nor was the window size visible.  The frame of each window was hidden behind the casing, which was not removed during the installation.   Michelle relied on her installer that performed the installation that they were measured and installed according to guidelines and in this case that process did not occur.  An honest mistake was made by the window foreman in measuring the windows tight, and he did not inform Michelle nor the homeowner that he did not shim or insulate the windows.  Disciplinary action has taken place and we would have a different installer correct the installation issues.  Again, we are agreeable to correcting the issue to ensure proper fit and insulation at our cost, and would not expect any damage to occur to the existing casing. 

  Customer Answer

  Date: 05/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  This company has not been forthcoming or truthful
  in much of what they have stated in their responses. Michelle examined the
  first window that was installed on 11/28/22 while both homeowners were home and
  BEFORE any trim was added to the window. This company is stating that she didn’t
  know that the window was not installed correctly. The ****** rep knew immediately
  when he saw the photo (attached) that the window was not installed correctly. The photo represents
  exactly what Michelle saw when she was at our home the morning of the
  installation. We are amazed that she saw this and didn’t stop the installation
  of the other windows. We are flabbergasted that she claims that she didn’t know
  the windows were not installed correctly until 4/13/22 when we found out. We
  have no confidence this company and we will not allow them to further damage
  our window frames. We strongly feel that this company will damage our window
  frames by resizing the casing around the wrong sized windows. Therefore, we
  demand a full refund of the 8 windows that are currently installed incorrectly
  in our home and that cannot be covered under ******** warranty. As we stated in
  our last response, ****** has told us that because we have an incomplete
  installation, they can’t warrant our windows. This company did not fulfill
  their contract with us. The only course of action left is for this company to
  provide a full refund to us. We will not let this company back into our home. We
  hope that the BBB will lower this company’s rating significantly. We hope the
  BBB will post our complaints about this company. We have real concerns that
  there are other homeowners who have had windows installed improperly by this
  company and aren’t aware of it.
  
  Sincerely,
  
  
  
  Rick And Debra ******

  

  Business Response

  Date: 05/09/2023

  We are disappointed to learn the homeowner feels we've not been truthful and forthcoming.  We've done nothing but attempt to resolve the installation issue once it was discovered.  We respect their decision not to let us back in their home; however, we can't remedy the situation without going back to their home.  It would seem we are at an impasse, but we wish the ******* the best. We do not agree to a refund.  

  Customer Answer

  Date: 05/20/2023

  We do not understand why this case was closed prior to the end of the 10-day response period as your notification said! We also don't understand why it is considered that "the business made a good faith effort" in trying to resolve this problem.  They measured 8 windows incorrectly, then installed them anyway without telling us that they put incorrectly-measured windows in without insulation.  This wasn't a "mistake" that they should be allowed to "correct" by tearing up our existing frames to try and make their incorrectly-measured windows "fit".  **** **** * ******* ** ********* ***** ******* ************ ** *** *** *** ** *** ********** ***** ********* ** **** *** ******* *** **** ******** ** ********* **** *** ***** ** *** ************  **** *********** ** ***** *** ******* *** *********** ** *** *** ******* ***** *******  We were never offered the opportunity to get the correct sized windows, just the opportunity to have this company tear our existing frames out and "try again!"  This company has shown that they are either *********** or ********* (or both).  We have been burned by this company and there is no way we (or any reasonable person) would allow a company like that to come back into their home. We reiterate - we currently have an incomplete installation of eight windows in our house (which have no insulation); the warranty is void by the manufacturer due to the incomplete installation; we are out over $****** which this company refuses to refund to us.  There has been no good faith by this business.  There is no way a company accredited by the BBB for 17 years should have an A+ rating when they can intentionally install 8 windows that are the wrong size and just walk away with our money.  We are concerned that there are other customers of Papillion Windows who have no idea they also have incomplete installations.  If you do not downgrade the BBB rating of this company, you are helping this business to continue their deceptive practice to cheat other consumers.

• Initial Complaint

  Date:01/18/2023

  Type:Billing 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 March 2022 we placed a deposit with Papillion Windows and Siding for the installation of doors and windows with the promise that the windows and doors would arrive within 16-20 weeks. In September 2022 we began the installation process only to find out that one of the windows had not been measured correctly. The window was measured again and installation was scheduled in approximately October/November 2022. Low and behold the window was not the correct size again so back to the drawing board. Once they thought they had the correct window size we again scheduled another installation date but the installer didn't show up.
  
  During this process I had called the company to see what my remaining balance was. I was informed by email and phone message that I only had $*** remaining on my account, which should have been around $****** remaining.
  After a long wait for getting our last window installed and unable to get installation dates correlated we agreed to forgo the last window and have our account credited. We received a check for $*** and was told our account was at a zero balance. In December 2022 I received an email from the company that a deposit from another account had been credited to our account and that we owed over $****** and they wanted payment asap. I informed them they would get some of they payment when my warranty work was completed.
  
  I did submit a payment of $***** on the remaining balance of $****** but do I really need to do this as I had a statement stating that our account was at a zero balance.

  

  Business Response

  Date: 01/01/1900

  Business Response /* (1000, 5, 2023/01/18) */
  Contact Name and Title: Michelle ***********, Own
  Contact Phone: ************
  Contact Email: ************************
  Our company entered into a written agreement, signed by the customer, on March 16, 2022 for the amount of $****** to install windows, patio door, and an entry door. She made a downpayment of $******, and knew the remaining balance of $****** would be due when we completed the work. We provided an estimated lead time of 16-20 weeks and communicated throughout the process the status of the arrival of the windows and doors. We did have an mis-measured glass pack twice and re-ordered it a 3rd time, at our cost, so that we could complete the project. The customer decided they no longer wanted to wait for the installation of the glass so we refunded the labor, which seemed to satisfy the customer. Regarding the final invoice: another customer by the same last name made a $****** payment at the same time as we were finishing work on this customers' house and that payment was posted in error to this customers' account with the same last name. Upon finding this clerical error within two weeks of completion of Mrs. ******* work we notified her of our error. She acted "surprised" that she still owed her balance. We'd like to think this was an honest mistake on her part that she didn't realize somehow her balance still remained, but regardless all work is complete and there is an outstanding balance of $*****. We will expect payment for the outstanding balance for the contracted price for the work we have completed.

  Customer Answer

  Date: 11/30/2023

  The situation has been resolved to my satisfaction