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This company offers windows, siding, doors and sunrooms.
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A BBB Accredited Business since
BBB has determined that Window Max, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
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Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||8|
|Total Closed Complaints||8|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
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DPOR - VIRGINIA
3600 West Broad Street, Richmond VA 23230-4917
Phone Number: (804) 367-8500
Fax Number: 804-367-2475
Type of Entity
Business ManagementMr. Braden Miles, President
WINDOWS - INSTALLATION/SERVICE DOORS HOME IMPROVEMENTS PATIO, PORCH & DECK ENCLOSURES SIDING CONTRACTORS
Hours of Operation
|Mon.-Thur. 7am-4pm Fri.- 7am-12pm Sat. by appt.|
Method(s) of PaymentAccepts cash, checks and offers financing to qualified customers.
Alternate Business NamesKitchen and Bath Max
Industry TipsBBB TIP Tips for Hiring a Contractor
13709 Booker T. Washington Hwy.
Moneta, VA 24121 (540) 586-6924 (800) 673-6955 (540) 721-3044 (434) 237-0012 Directions
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Additional Phone Numbers
- (800) 673-6955(Phone)
- (540) 721-3044(Phone)
- (434) 237-0012(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
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Complaint: I have repeatably called this company to replace 2 windows that are messed up. They even tell us they have them and will call us to pick them up or will make some excuse. When I first called them they came out and seen the bad windows and told us they would have them in about 3 weeks. It has been now 5 months after and all i get is the same old excuses or no return to my messages.There is a lifetime warrenty on these windows. They have bad film between the window glass evidently because moisture is getting in!! We purchased the windows to try and save some on the electric bills. Sincerely ****** ***** ***
Desired Settlement: To be honest concerning their business promises
Business Response: Window Max received the sashes from the manufacture but the mane on this order was misspelled on the label. We have been calling the wrong number for several weeks. We received this compliant and delivered and installed the sashes the same business day. Sorry for the confusion. Braden MilesWindow Max Inc.
Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ****** ***** ***
Problems with Product/Service
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Complaint: On March 1, 2016 the owner Braden Miles came to the house to write a contract for the installation of 6 windows and a door for our basement. While here I mentioned that we had two windows on the first floor that had gone bad and needed replacing. He checked the windows, photographed the numbers with his cell phone and said he'd order them. These windows were supposed to arrive with the ones to be installed in the basement but didn't. That was the beginning of May. They also installed the wrong screens and had to order the proper ones and said those two windows would be delivered with the screens. They did arrive and while one window was correct in its fit the other wasn't. It had to be re-ordered That was May 17th. Here we are at the end of August and still no window. I called them last Wednesday and the woman who answered informed me that the window would be delivered by the end of the week. On Friday August 26 Braden Miles called to say he wouldn't be in the ********* area until Monday the 29th and he would be here about noon. I got a call today from his office stating that he wouldn't be here today but could be here tomorrow. I have already changed my schedule to accommodate him and can't do it again. This window is a warranty replacement.
Desired Settlement: I want someone here today. Braden Miles is not the only employee of the company. I don't even need them to install the window. Just get it to me. I can install it myself, Braden showed me how. I would prefer he didn't come here.
Business Response: On may 17th in front of the homeowner I reordered the sash that came in wrong from ******* *******. I asked for the sash to be direct shipped to this customers address. At that point I thought we were finished. About three weeks ago my office got a call saying this homeowner had not received the sash yet. I called ******* ******* and it had not been shipped for some reason but it would be sent on the next truck. We received the sash at our office last week and we called this homeowner Wednesday and yes we said we would try to get it there by the end of the week. This house is a 3 hour round trip from our office and we were setting up other service calls in that area to avoid multiple trips that far away. On Monday morning we receive a call wanting us to arrive Tuesday to another service call. We called this homeowner and left a message stating we would not make it there until Tuesday. We dropped off the sash yesterday. Mr ******** did call yesterday and left a message that he was unhappy with the sash that was dropped off. I contacted ******* ******* and spoke to a customer service Rep and reordered a new sash for him. The customer service rep is named ***** and she can be reach at * *** *** ****. ******* ******* is the company who manufactured your windows and the company responsible for the warranty. Please contact them direct if you have any questions regarding this warranty claim.
Consumer Response: I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The woman I spoke to at WindowMax did not say they would try but that they would be here by the end of the week. I realize that it nearly a 3 hour drive for them to come here but when someone calls and tells me, himself, that he will be here on a certain date and at a certain time I expect him to be here. As for the window sash that arrived yesterday; I happened to be going out for the mail when I noticed it sitting against the wall of the house. I have a doorbell outside my front door and can here it both upstairs and in the basement. Whoever delivered the window didn't even attempt to let me know they were here otherwise the problems with the sash could have been taken care of at that time. As it was I was able to fix the problems and install the sash myself. Again, the issue of quality control comes up. If they had taken time to inspect the sash when it arrived at their business they would have seen the obvious problems and corrected them before dropping it at my house. I have a call to the manufacturer waiting for them to respond to let them know that I do not need another sash. I will, in the future go to this business' competitor if I need any work done and will not recommend WindowMax to any of my friends or neighbors. Regards, **** ********
Problems with Product/Service
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Complaint: We had the outside of our house redone. New siding, door, windows and added a front porch. The contract was signed with a 30 to 40 day time to be finished. It took almost 90 plus to get done. We had asked for a gate for the front porch to keep the dog and grandchildren from falling off of the porch. That was supposed to be here on July 18, we still do not have the gate. The concrete on the floor of the porch is cracking.They did a very poor job on that. We had asked for a smooth finish, but got brushed. The porch railing posts are all a different number. We have two sides of 16, the front two before the steps are 16, the one close to the right side of steps have 17, the one on the left side have 18. They cut the railing wrong so to make it fit they just added one to many. They had to cut the bottom of the post to make it fit. When we tried to call and resolve these issues, our calls were not returned.Finally they did call and were supposed to be sending a form to fill out, which we still do not have, or the gate. We would like these issues resolved before winter sets in. We will appreciate anything you can do to help this problem. We were also supposed to have a receipt for taxes on what we spend on inprovments.
Desired Settlement: repair what needs fixing and get my gate. Do what you said you would do.
Business Response: Mrs. *******I would first like to say I'm sorry that your project took so long to complete. As I have stated before, I have complete control over my crews. The new siding and new windows, doors and railing and roofing were completed by my crews. I told you from the start I would have to sub out the foundation concrete and brick work. I do agree we had problems with those sub contactors. I trusted a long time sub of our company and he let me down. When we both agreed to get rid of them the project went better. Again Im sorry but I did do everything I could when I realized we had a problem. Most of the delays were our fault but two weeks were from having a cleaning crew to come in and clean all the bat dropping out of our work area so my crews wouldn't get sick.I will try to address each issue you have. Your concrete has a couple of small service cracks and it is acceptable according to area concrete experts. There are two things that concrete will do. One, get hard. Two, crack. It is also clearly marked on your contract that the finish on the porch was to be broom finished.The railing was installed correctly according to manufacture's directions. Enclosed is the copy of the installation instructions I mail to you a few weeks ago. The installers who installed the railing have been installing railing like yours for the last 15 years for my company. This is the first time somebody complained about there work. The vinyl railing is pre cut holes for the railing and it cant be installed wrong. Yes, I did agree to furnish you a gate however it was not on the contract nor agreed to do until the last day we were working on your property. I am running into problems getting the gate. A double gate takes up 72.5 inches to install. I only have 72 inches between the two post. If I would have know sooner in the project I would have built the porch and made sure there was plenty of space for the porch. I have ordered several items from the plant to try and make a gate work. I believe I now have a solution to the gate problem but is does take time getting custom parts in. I should have the solution in at any moment.I have also attached the letter that was sent to you several weeks ago. Your copy of your contract and canceled checks is your receipt for the work done. Again, Thank you for your business and I should have the gate issue fixed very quickly now.Braden MilesWindow Max Inc.
Consumer Response: I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Window Max stated they would be here on Monday, October 12 to make repairs - they called and rescheduled to Wednesday, October 14. Yesterday, 10/14, they didn't show up or call to let me know they weren't coming. Regards, ***** *******
Business Response: I am sorry for the delay. Our communication should have been better. All materials have arrived and our office will be contacting you soon for the crew to fix the issues you have. We will contact you no latter than Tuesday Oct 27 to arrange a time to do the repair. Braden MilesWindow Max
Consumer Response: I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. On 7-1-2015 work was completed on my house, except for porch gate to be installed around July 18. Later defective work was discovered. After 2.5 to 3 months of No Response to denial, Brandon Miles of Window Max came to my house and agreed work was performed incorrectly. Brandon told me he would straighten post beside steps by moving top of post over to install gate. Workers came on Friday Nov. 7 while we were out of town and moved the bottom of the post over by kicking it which put the bottom off center to the steps. This is a much worse mess than I had before.
Business Response: Mr, ******, I understand you are still not happy with the vinyl railing installed on your front porch. On November 7 our crew came out and replaced the front section of railing and straighten the front porch post. They had to move the post so the custom vinyl gate that was ordered would fit properly. Your gate has arrived and we would be happy to install it now. We also have all your documentation for your tax credits ready to send out of the office. Please call our office to set up a time so we can install the gate. Braden MilesWindow Max Inc.,
Consumer Response: I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Regards, ***** *******
Consumer Response: A default letter is provided here which indicates your acceptance to have the complaint be handled through Arbitration. Better Business Bureau: I would like my complaint ID ********, to be handled through an Arbitraion hearing. Regards, ***** *******
Problems with Product/Service
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Complaint: We purchased replacement windows & aluminium trim around the windows. The aluminum trip around the windows began pealing on one of the windows. After several calls Mr. ***** had his crew repair it (actually they just nailed new trim over the old trim). At the time Mr. ***** came & looked at the window he stated that he had used a DEFECTIVE roll of trim that was subject to peeling. I asked if he shouldn't replace all the trim since it was defective & he replied he WOULD replace any trim as it peeled. I have 2 more windows that the trim has now peeled off. I called Window Max on 9/18/15, 9/28/15, 10/27/15 & 11/30/15. Each time I called his secretary told me she would turn the information over to the maintenance department for repair. When I called on 12/10/15 I was told that I would receive a letter from the manufacture stating it was no longer under warranty. I NEVER received the letter. It seems Mr. ***** will not stand behind his work!! He KNEW he used defective trim yet refuses to replace it! I have been more than patient as I started calling in September!! My biggest mistake was to take Mr. ***** at his word that he WOULD replace the window trim as each window peeled rather than insisting all the trim be replaced when the first window peeled DUE TO DEFECTIVE MATERIAL.
Desired Settlement: As Mr. ***** is not willing to keep his word and replace the defective trim he used. I feel I should receive a refund in the amount another company will charge me to replace all the aluminum trim on my windows. Mr. ***** has made it clear he will not stand behind his work even when he uses defective materials.
Business Response: I am sorry you are having a problem with the PVC trim around your windows. I did forward you the letter from the manufacture that states the PVC trim has no warranty. Your windows are covered by the manufactures warranty. ******* manufactured your windows and ******** supplied and manufactured the PVC trim you are having a problem with. Window Max does not make these products we simply install. The state of VA requires us to warranty workmanship for one year. I have included in this response the letter from ******** stating there is not a warranty on your trim. IF you have any questions please contact them directly at *** *** ****. They do have a office in Roanoke off of **********. The manager for the branch is named ****** ********. As we have stated before We would be happy to rewrap your windows with new trim however after 8 years we will not cover this cost. The price to rewrap the windows will be $75 each including labor Braden *****Window Max
Consumer Response: I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I paid extra for these window due to the fact that Mr. ***** promised to stand behind his work. Mr. ***** informed me that the trim he had used was defective. He should have replaced it at no charge due to the fact the material he used was defective. I should not have to contact the company as he knew the materials were defective.The trim started peeling about 2 or 3 years ago. I asked Mr. ***** at the time about replacing it as it was defective. He stated to myself & my husband that he would replace the trim as it peeled. I now have 3 more windows that are peeling.Everyone I know who has had their windows replaced has never had this problem!!!As stated Window Max should stand behind their work especially since the materials they used were defective. Regards, ***** ******
Consumer Response: I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I do not feel my issue is resolved as Mr. ***** knew the trim was defective & subject to peeling. I never received a letter from Window Max. It also started peeling a few years ago. I think the peeling window trim should be replaced free of charge due to the fact that Mr. ***** told me the trim he used was defective. I paid extra for these windows due to Mr. ***** guarantee that he would stand behind his work. The trim he removed had been there for over 30 years & never peeled.Thank you,***** ******
Business Response: Mrs.. ******,Again I'm sorry your having a problem with the trim coil around your windows. Attached is the letter from the manufacture stating they do not warranty the trim. We did not know at the time of install which was over 8 years ago you would have this problem. Our standard charge for wraping a windows is $75. I would be happy to offer you to do the work at%50 off and wrap any window you have for $37.50each.Please contact the manufacture ******** at *** *** **** if you would like to complain that they are not standing behind their materialBraden *****Window Max
Consumer Response: Mr. *****, I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I contracted with Window Max to purchase & install replacement windows & wrap the windows. I did not contract with ********. I have already paid you once to wrap my windows. If I understand you correctly you are saying you are not willing to stand behind your work even though the materials you used were defective. It seems you are also stating that window wrap isn't expected to last more than 8 years which is unheard of. The materials you used on my home were defective! You even stated yourself that you received a bad roll of aluminum that was subject to peeling! It should not be my responsibility to pay for repairs when your company is the one that installed defective materials.At the time the first window trim peeled you stated that the trim was under warranty. I stated at the time since the materials you used were defective shouldn't all the trim be replaced since it was defective. You stated to myself & my husband that wasn't necessary as you would replace each window trim as it peeled. If I understand your response correctly you are saying you are not willing to honor your word. My husband & myself took you at your word. I guess that was our mistake.I did not purchase the materials from******** I purchased the materials from Window Max with the guarantee that you only used the best quality materials. While the trim was under warranty you wouldn't replace all the trim to prevent additional peeling even though you knew the material was defective. I feel you should replace the trim at no cost as I paid you the first time in good faith.The attachment you sent did not open. It was a login to AOL.Regards, ***** ******
Business Response: Mrs ******. Again I'm sorry your having a problem with the material we sue on your home. Window Max is a state licensed contractor. We do not manufacture anything. The state of Virginia requires us to provide a one year labor warranty on anything we install. Window Max normally extends this to five years to cover anything that is covered under warranty from the manufactures we use. I have offered to fix your problems at rate that is 50% our standard charges since the manufacture is not covering this claim. Again if you would like to talk to the manufacture please call ******** in Roanoke at *** *** **** ****** *****Window Max
Consumer Response: I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Mr. ***** was aware of the windows peeling prior to the warranty expiration! He also informed us at that time the roll of trim he used on our home was defective & subject to peeling. At the time the first window peeled we requested all the defective trim be replaced. Mr. ***** informed us that it wasn't necessary as he would re-trim each window as it peeled. He NEVER informed us there was a time limit on the warranty on the trim. He is just now saying the trim is no longer under warranty. I called him for 5 months& I never received a response until I contacted the Better Business Bureau!!At this point the only resolution to this problem would be a refund of $825.00 which we paid him to trim our windows. Regards, ***** ******
Problems with Product/Service
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Complaint: I contracted with Window Max on Feb. 15, 2012 to sell, deliver and install two French doors with lifetime warranty (hand written by the salesman/owner). Installation went well. In December 2014, I contacted Window Max via phone to request service on the doors which are binding, making it difficult to open, close and lock. I was told they would contact service and get back to me. They did not. On a second call I told them it was urgent that I have the doors adjusted/repaired and that I had just undergone open heart surgery and the binding of the door made it difficult, if not impossible for me to open and close. My surgeon said I should not be pushing, pulling or picking up over 10#. I was told service would contact me within two days. They did not. When I called a third time I was told there would be a $75 service fee to which I said 'NO'. Nothing was said about a fee on my first two calls. I told the person on the phone I have a lifetime warranty. I requested she talk to the owner and also said that I was out of work and the fee was not in the contract for the lifetime warranty. After four calls by me, I received a call from the owner who said they only install the product and the warranty is from the manufacturer. I tried to reason with the owner, to no avail. A couple weeks later, on a Friday, when passing Window Max's location I stopped to talk face to face. I was shocked at my reception and have never been treated so rudely. I told him the contract said lifetime warranty, nothing about service fees nor was manufacturer information in the contract. My contract was with Window Max alone. I was told "how dare I live in a lake house and drive a luxury car and expect him to wave the $75 service fee." He, of course, had no idea that the car was 9 yrs old and has over 180K *****. He said he could get me the contact information for the manufacturer the following Monday and mail it to me. I said I would appreciate the information. I told him there was no reason to insult and try to intimidate me, that as a customer I should be treated with respect even if we disagree. I see from the complaints of others my experience was not an isolated occurrence. Now, ten days later, no information has been received.
Desired Settlement: I want to have both sets of French doors adjusted or repaired to open, close and lock properly under the warranty at no cost. A written apology for his rudeness is in order.
Business Response: Mr. ********,Our Standard policy is to charge $75 for a standard labor service charge to come out and repair any of the products we install. I have told you now for the third time we would be happy to come repair anything that is wrong. Maintenance and adjustments are not covered in you warranty. There will be a charge and it is $75. I do have to admit that your reception at my office could have been better however my patience is starting to run thin. In our first conversation you told me that the doors never worked properly and I reminded you that right after we installed the doors I was at your home and everything was working fine. Next you claimed poverty and you could not afford to pay the $75 service fee. We both know that is incorrect.I am firm on our policy. IF you would like us to come fix your doors. It will cost $75. ****** *****Window Max Inc.
Consumer Response: I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Regards, ******* ******** The life time warranty from the respondent/owner does not state anything about fees and was handwritten by him on the contract. See attachment. The manufacturer was not identified or mentioned in the contract. As evidenced by other complaints with the Better Business Bureau, this is a continuing issue with the respondent's failure to respond to warranty and customer complaints.The respondent is inaccurate about my saying the doors did not work correctly following the installation. I was present during the installation and was satisfied with their operation at that time. It was later that the doors began binding and made opening difficult. My financial situation has nothing to do with compliance with the warranty in the contract. I will consider this resolved when both sets of doors are adjusted/repaired to work properly or replaced and covered according to the lifetime warranty on the contract. ******* ** ********
Business Response: I am sorry you don't agree with our service charge. Your warranty clearly states that labor is not included. Our company would be happy to fix your doors. As I stated before there will be a $75 service charge but all materials are covered under the warranty. ****** *****Window Max Inc
Consumer Response: I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I understand that the respondent states that he has a service fee as part of his standard business practice at this time, but it was not part of my purchase contract or implied in the warranty on my signed contract. My issue remains that the only warranty provided during our business transaction was a life-time warranty, hand written into the contract by the owner, with nothing about service fees or any other terms. A copy of the contract was attached to my last response and I will include it again. The respondent refuses to acknowledge the contents of the contract which he wrote and signed. I have asked nothing in addition to what is stated in the contract. His failure to write the contract to reflect his intent to benefit himself during any additional work under the warranty is not my responsibility. Again, no documentation was provided by the business/owner detailing terms of the warranty which he now states does not include a service fee. The business/owner has stated that the warranty is from the manufacturer but neither the signed contract or the correspondence with the business/owner through the Better Business Bureau identifies the manufacturer. But, again, my signed contract is with the owner of the business and not the manufacturer . I will consider this resolved when both sets of doors are adjusted/repaired to work properly or replaced and covered according to the lifetime warranty on the signed contract. Regards, ******* ********
Business Response: Window Max Inc. is a Licensed Class A Virginia contractor. We have furnish and installed windows and doors now for 20 years. We are not a manufacture just a licensed installer. The state of Virginia requires us to service our products for one year free of charge. After that year we do not have to service the products we install however, we do as a service to our customers. Our normal service charge fee is $100 but we discount that service fee down to $75 for senior citizens.The doors in question were purchased from ******* ****** in Roanoke, VA. In July 2012 ******* ****** closed and filed bankruptcy so I cant get any warranty information from them. The doors were made by **** **** and Door however they sold out to **** in 2013 so I cant get any information from them. As you are aware we had a fire in our office in 2013 and some of our records were destroyed.The said news is since both my supplier and the manufacture is now out of business just like 40 percent of all building materials manufactures in our country since the downturn in 2008. I am sorry to say the doors do not have a warranty anymore.I am still willing to service these doors and I know my service department can fix whatever is wrong. The service charge will be $75. This fee is very reasonable and it does not cover all the cost to my company. When we figure insurance, workman's comp, labor charges and fuel. This fee just helps cover some of the cost to service items not covered by warranty.Sincerely,****** ** *****Window Max Inc.
Consumer Response: I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Regards, ******* ********
Problems with Product/Service
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Complaint: I bough windows and Doors from Window Max 3 years ago they are life time warrant . This year in the month of July I had a leak in my back door of my house there was 2 seals broken and it was leaking on my tile floor when it rains so I called window Max starting in July of this year 2014 I told them what was happening with my door so every week Mr. ****** ***** said he would send someone to fix my door the phone calls went on for another month by that time I was getting upset by the day because when it rains it was messing up my tile in the laundry room so the month of Aug he send two handle contractors he knew to come put in a glass window in my door that was damage after they repair my door one of the guys name is ****** ****** said Mr. ***** gave him that glass window has been sitting on the floor a long time said they would come back in a week to replace my glass window that sits in my back door so they return Friday Sept 5th with another glass window and I didn't check it out for two days because I was busy with my 2 year old grandson I'm taking care of daughter in the Army deployed so I looked at the glass tried to clean the new glass it was nasty also finger prints on the inside of glass where you cant get to that part because its sealed in also I looked in the inside glass there are molded in the tracks or mildew I'm so unhappy with window max then Mr. ***** called me up on my phone Monday Sept 8th ask me what the **** is your problem after I told him im calling ******* ** new also getting in touch with B.B.B.org also taking him to small business court window still not fix please help me thank you . ******
Desired Settlement: nothing yet if he cant fix it I want my money back
Business Response: ****** Mrs. ****, I am trying to arranged for the factory rep to come replace the glass in your door. Your glass has arrived at our office and he should be in contact soon. We have replace the glass in your door twice in the last two months free of charge. I am sorry we can not make you happy. Window Max was the installer of your doors and windows but we did not make the door. It is warranted by the manufacture. Our normal service charge is $75. I never charged you anything for us coming out twice to repair your door. The last time we were at your home was a Friday afternoon. That Monday following we were closed for a family funeral. I do have to apologize for my attitude on the phone but after the third message I received of you yelling and threating our company I was rather upset. I have inspected your door glass myself and I believe it will make you happy. ****** ***** Window Max Inc.
Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ****** ****
Problems with Product/Service
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Complaint: The company was contracted to remodel 2 bathrooms and make minor changes in a third in April of 2013, they started the work in September of 2013. In 1 of the bathrooms the new flooring was damaged and the faucet was installed incorrectly and has not worked since mid-September. In another bathroom a tub was removed along with removing and replacing old wall tile and building a walk-in shower. The shower floor is uneven and water pools badly away from the drain. There is a large hole in the grout just above the shower floor near the water pooling, leaving a path for water to drain to the sub-floor. There is no volume control for the water, something I insisted on when meeting with the salesperson. There are no corner shelves as defined in the contract. The grouting work in both bathrooms was done by a novice with no previous experience and is substandard at best. The grout has already started cracking, leaving holes in the walls. A representative from the company came onsite and acknowledged some of the problems and agreed to fix them. In December they sent different installers to the house with some tiles to fix the bathroom floor but shortly after arriving the installer said he did not have enough tiles to fix the floor. the installers left and I have not heard from the company again. I have called multiple times and left messages but got no response.
Desired Settlement: I do not want anyone from this company inside my house. It is my intent to pay another contractor to make necessary repairs. I intend to seek restitution once repairs are made.
Business Response: Mr. *****, I would like to first say I am truly sorry to hear you are still not happy with the work that was performed in your Bathroom. I have made changes in my staff to make sure this will not happen again. I have replaced the crew who did the work, supervision in the field, and have added a customer service rep in the office to help eliminate this problem. I have also change our company policy and not use cell phones for contact information. I am sure you let messages on some past workers cell phones but I don't believe you have ever called my office. Listed below are our office phone numbers. I am asking you to please give me a call. I will drop every thing I am working on and take care of these problems you are having. I do have the rest of the flooring material now in stock. It was on back order for several weeks. I will happily replace the bathroom floor free of charge. I will also replace the shower floor and fix the grout in the shower. Please just give me a chance to fix your problems My contact information is: *** *** **** office direct line *** *** **** toll free I again am sorry for the bad customer service you received but as owner of the company I will do whatever it takes to satisfy you completely. Braden Miles Window Max Inc. Kitchen & Bath Max
Consumer Response: Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me. I will wait for the business to resolve all problems resulting from their work in my home, if it does, will consider this complaint resolved. Regards, ******* *****
Consumer Response: Better Business Bureau: I have reviewed the response offer made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below The installer they sent to make repairs/corrections did a very nice job correcting the mistakes in the downstairs bathroom. Unfortunately when he replaced the floor in the upstairs bathroom he, like the first installer, choose not to follow the manufacturer's installation instructions. The instructions call for putting the adhesive down over all of the floor and waiting for it to setup, becoming tacky, then put the vinyl tile down. When you do this you can walk on the floor immediately after the installation. Instead he used the installation process called for when installing ceramic tile. As a result, 4 weeks after the 2nd floor was installed we have glue oozing up between the tiles, getting on our shoes and leaving a mess on the floor. The edges of some of the tiles are raising up because the glue didn't set correctly. The installer has been back to the house to fix the problem but has not been successful. The poor grout work in the upstairs bathroom was never addressed. I am open to any advice the the BBB can offer at this time Thank you. Regards, ******* *****
Business Response: Mr. *****, I am sorry you are still dissatisfied with the work done to your bathroom. However as before this is the first time our office has heard that you are dissatisfied. You never called, not even one time. IN THE FUTURE WE CAN NOT HELP YOU IF YOU DONT CALL US. Our number to our office is *** *** **** or you can call us toll free at *** *** **** Our office is open from 7 A.M. to 4 P.M. 5 days a week and after hours the calls forward to my cell phone. Our crews spent four days at your home correcting issues you pointed out. Never once did you mention the upstairs grout. I will be happy to send someone over and correct any problems you have. I know our plumber came over and corrected the problem with your tub valve. Please call our office to set up a time for the service call. Your upstairs bathroom floor was completely removed and a new floor was installed according to the manufactures guidelines. I am sorry you are not satisfied when the end results. I have contacted our supplier Prosource and they contacted the factory Rep for Armstrong for this Area. I talked to him and he is willing to come look at your floor. He will be in town Wednesday April 23. I do not know what time he will be in town because he is driving in from Richmond. I will be happy to give you a appointment time closer to his arrival date. Please make your schedule available for that afternoon. After he inspects your floor if he determines it is our fault that the floor is not satisfactory we will replace it again free of charge. I am willing to do whatever it takes to satisfy you. I know my company did not do a quality job the first time on your bath. As I have said before everybody associated with original job is not employed by us anymore. I cleaned house this Winter and hired and trained a new staff from our customer service team to installers in the field. I know we can work together please give us a call. Braden Miles *** *** **** Window Max Inc. Kitchen & Bath Max
Consumer Response: The grout work in both bathrooms was in my original complaint to the BBB. I was forced to get the BBB involved because you did not return my phone call from January asking when you were going to fix the problems your installers left in my house. Problems your company was aware of in November. You only responded after I filed a complaint. I agree to having the Armstrong factory rep inspect the floor. If the floor had been installed correctly we would not have glue oozing up between the tiles several weeks after the installation. After the issues with the floor are resolved we can address the grout. We signed a contract for this work 1 year ago and paid in full in September, trusting your company to resolve the problems. One of the main bathrooms in our house has been out of service since September. Believing that I would have to pay for repairs out of pocket, I've had 2 other contractors come and look at the work your company did in our home and they both just shook their heads in disbelief. I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ******* *****
Business Response: Mr. *****, We are confirming that the Armstrong Rep will me us between 10:30 and 11:00 at your home to inspect the bathroom floor. We would also like to address and fix the grout issue in that bathroom at the same time. Our office will be calling on Tuesday morning to confirm a time to meet. I can have a crew at your home around 9:30 to fix the grout. Braden Miles Window Max Inc.
Consumer Response: I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. ******* *****
Business Response: New flooring has been ordered; it should arrive in 7-10 days. We will contact Mr. ***** to set up a time to re-install flooring.
Business Response: We have received flooring and will install the end of next week. We will contact Mr. ***** Tuesday, 5/20 or Wednesday, 5/21 to confirm installation date.
Consumer Response: Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ******* *****
Consumer Response: Better Business Bureau: I have reviewed the response offer made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Window Max did not show up as arranged on 5/21; they did call me on 6/3 to say they were very busy and would schedule a time soon. As of today, June 11, no time has been set to complete the work. Regards, ******* *****
Business Response: I sorry I did not respond sooner. I was out of town with a death in the family. When my office called earlier this month they were instructed to let you know your job was the next one on the list however, we were working on a very large job to get a Bed and Breakfast ready for a wedding the weekend of July 4th. We should be wrapping things up by the middle of next week. We do have your material for your floor in inventory and we will call as soon as we finish this job. If you do not want to wait I will be happy to issue a refund for $750 for the cost of the floor and labor to repair your floor. Please let us know which way you would like to proceed. Window Max Inc. Braden Miles
Consumer Response: Better Business Bureau: We contracted with BathMax over 14 months ago, in April of 2013, and waited 5 months before they started the job in September. We first complained about the poor quality of work done in our home 8 months ago in November. We feel we have been beyond patient and waited way too long for resolution. My wife and I feel we have been treated as third class citizens and have had our home in disarray for 8 months waiting for BathMax to resolve problems they created. We have postponed trips and altered our schedule on more than one occasion only to have them not call and not come when they said they would. I don’t believe that $750.00 will cover the cost of having the incorrectly installed floor removed, purchase new materials, and install the new floor. I would like for BathMax to refund $850.00 so that we can hire a reliable and competent contractor to complete the renovation of the bathroom in question Regards, ******* *****
Business Response: Mr. *****, We would be happy to refund the $850 so you can have your floor replaced. Your check was mailed out 7/2/14 Braden Miles Window Max Inc.
Consumer Response: Better Business Bureau: I have reviewed the response offer made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I will consider this matter closed upon receipt of a check for $850.00. As of Monday, July 14th, after the mail was delivered, I have not received the check. Regards, ******* *****
Business Response: Attached is a picture of the check and envelope that was mailed to Mr. *****. If he does not receive it by the end of this week we can stop payment and reissue another check.
Consumer Response: Better Business Bureau: I have reviewed the response offer made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I still have not received the check. I noticed on the copy you sent me you misspelled my street name and also used the wrong zip code. My correct mailing address is: **** ********** ***** Roanoke, VA ***** Regards, ******* *****
Business Response: We have stopped payment on the old check and reissued a new one. We corrected his address in our system. The mail has already run today so he should receive the check by Thursday this week.
Consumer Response: Received check. ******* *****
Problems with Product/Service
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Complaint: In November of 2009 we signed a contracted with Window Max Inc to do some work on our enclosed patio deck. This work was being done because we had experienced leaks on numerous occasions and we desired to correct this problem. The work actually started in January of 2010 and consisted of replacing all the windows, door to outside and roof. We had a discussion with Mr. Miles about the slope on the roof being adequate and he stated that the roof he proposed would not leak. On the contract we signed it states that the roof is guaranteed not to leak for 25 years and it is signed by Mr. Braden Miles. The contract says nothing about this being a manufactures warranty. The roof started leaking after the first rain and we reported this to Mr. Miles. After several telephone calls he finally came out and stated that at least it was leaking in a different place. I didn't think that was very funny at all considering the leak we orginally had was one drip and now the porch was leaking in 7 or 8 different places down a seam and we had 5, 5 five gallon buckets lined up along the floor. Mr. Miles sent some workers out and they put some sealer down the seam and it leaked the next time it rained. This same scenario went on three or four different times and one day Mr. Miles told my wife that the Manufacturer of the roof had gone out of business and he washed his hands of responsibility for the leak. We could not find our contract that stated the roof was guaranteed for 25 years so we left the buckets on the porch until we decided what we could do. Months later we called Mr. Miles and told him we felt it was his responsibility to fix the leak. He then sent his partner out and he indicated he had a sure fix for the leak and he would give us a good deal on it at $737.10 dollars. We asked if Mr. Miles would pay for it and he said he checked with Mr. Miles and he said no. Since we couldn't find the contract we felt we didn't *ave any choice but to pay for the repairs so we could enjoy our porch. his partner did say that he would not guarantee in writing that the roof wouldn't leak but he was sure it wouldn't. He taped the seams and put some kind of coating like you use on campers or RVs. This lasted several months and the leak came back. We called Mr. Miles and ask if he could send us a copy of our contract and he said he had had a fire and all his records were stored at another location and that he would go get it and send it to us in the next day or two. We waited several weeks for the call and finally found our contract. We called Mr. Miles and told him we found the contract and he indicated he was just ready to send it to us. We told him we thought that fixing the leak was his responsibility. he indicated that the guarantee was a manufacture’s guarantee and he would get a representative out to look at it. We said I thought the manufacturer went out of business. Mr. Miles mumbled something. We told him we had gotten quotes on fixing the leak and that the lowest bid was $1,850.00 and that we also felt he should also be reimburse us for the $737.10 we spent for the previous repair that didn't work since the check was made out to Window Max Inc. he wanted to set up a meeting to discuss the problem. We reluctantly agreed since this has been going on for four years. he indicated he would call and talk to me the next day about setting up a meeting. It has been a week and he still hasn't called. Over the four years we have dealt with Mr. Miles he has returned only one call personally out of many to the company. We feel that we are justified in asking for the total cost of getting someone else to fix this problem since it is obvious his company cannot. We also feel that we are justified in asking that the $737.10 be returned to us since the roof was guaranteed by his company. The windows and door have been excellent but the roof leak has been a nightmare and we are fed up with Window Max. Each time we call Mr. Miles and give our name he says "your porch must be leaking again" . It is my understanding that the company no longer dose roof work. I wonder why!!!!
Desired Settlement: We obtained two quotes on repairing the roof. The lowest quote was $1,850.00 and we feel we should be reimbursed for this as well as the $737.10 we paid to have his partner do the first repair since the contract says and I quote "roof to be guaranteed not to leak for 25 years" and the check we paid for this repair was to Window Max Inc.
Business Response: I would first like to say I'm sorry you have had a ongoing problem with your patio room roof. We have made a total of eight attempts to try to stop the leak in your room. Not long after installing the roof the manufacture who made the roof system went out of business. After talking to you twice last week I contacted three other patio room roof manufactures and talk to several engineers who have designed these roof system to figure out why your roof seams to keep leaking. After talking and looking at cross sections of the roof I think we have finally found out why your leak keeps coming back. I think you will agree that we have made several attempts to fix the problem and it has fixed the problem for a while and then the roof starts leaking again. We believe that in order to fix your roof so a leak doesn't develop in 6 months The roof needs to be removed and the area of the roof that joins to your home needs to be sealed with a different type of gasket. I know you want a rubber roof put over this patio room roof but we don't believe that will fix the roof. It might stop it from leaking for the summer but when we receive snow next winter the room mighty start leaking again. The roof that was installed on your patio room came with a 25 year manufactures warranty and a one year labor warranty. I know this leak issue has been a "royal pain in the neck for you" and in good faith we have tried to fix the problem several times. I would be willing to disassemble the roof and add a different flashing kit to where the roof joins your home and then re assemble the roof system. We will do this for you at this time at no charge. It takes about two weeks to get the parts from another manufacture and they we could proceed in fixing your problem.Last week when we talked you instructed me that if I didn't pay $1900 for a rubber roof to be installed over your patio room and to refund the charge we charged to try to fix your room when it was clearly out of warranty you would be forced to sue us for the amount. I was completely shocked. We do not agree that the roof can be fixed with a rubber roof and my company is not willing to pay for the new roof. If you do not elect for us to try and fix the leak issue in good faith I will refund the cost of the repair we attempted last fall as it did not work.I hope we can continue to work together and resolve your problem.Braden MilesWindow Max Inc.
Consumer Response: First of all I would like to state that we did not tell you that we would sue you if you did not meet our offer. We stated that we had contacted an attorney and let them look over the contract. the attorney stated that by the contract saying" the roof was guaranteed not to leak for 25 years" she felt that it was Window Max's responsibility to fix it or pay to have it fixed. Nothing on our contract says anything about 1 year labor warranty by Window Max and 25 years by the roof manufacture. Your company has been onsite no more than four times to attempt to repair the roof to our knowledge. I am shocked that after four years of trying to get this leak fixed we had to turn to the BBB for help. We have been married 47 years and never have had to use BBB in this manner or seek an attorneys opinion before. We feel that trying to remove the roof to possibly fix the problem would create more problems considering the tape, sealant and Flex Coat that has been put on by your company. We have contacted other contractors and feel that our best approach would be to go forward with the rubber roof considering the trouble we have had for the last four years. Although we do not feel it is fair we are willing to close this complaint once we receive a check for $737.10 from Mr. Miles that we paid last year for repairs that should have been covered. Regards
Business Response: Mr. ******, I had hoped you would elect to have the roof removed and reinstalled. I believe it would have fixed the leaks in the patio cover. However, I will send out your refund today for $737.10 per your request. I hope you get your problems resolved. Braden Miles Window Max
Consumer Response: I have reviewed the response made by the business in reference to complaint ID*******, and find that this resolution would be satisfactory to me. It is a shame that Mr. Miles did not show more interest in resolving this issue before we contacted the BBB. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,
Customer Reviews Summary