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Wisconsin

BBB Accredited Business since

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Description

This company offers commercial and residential service, installation and repair for all the major window manufacturers.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Broken Windows, 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.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Broken Windows, Inc. include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 1 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 0
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

3 Customer Reviews on Broken Windows, Inc.
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 3

Additional Information

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BBB file opened: September 27, 1994 Business started: 01/01/1991 in WI Business started locally: 01/01/1991 Business incorporated: 05/13/1992 in WI
Type of Entity

Corporation

Business Management
Mr. Robert G. Thomas, President
Contact Information
Principal: Mr. Robert G. Thomas, President
Business Category

Windows - Installation & Service Storm Windows & Doors Windows Glass - Plate and Window Storm Windows & Doors - Repair Window Cleaning Windows - Repairing Screen Repair Other Personal and Household Goods Repair and Maintenance (NAICS: 811490)

Hours of Operation
M: 8:00 AM - 12:00 PM & 1:00 PM - 4:00 PM
T: 8:00 AM - 12:00 PM & 1:00 PM - 4:00 AM
W: 8:00 AM - 12:00 PM & 1:00 PM - 4:00 PM
Th: 8:00 AM - 12:00 PM & 1:00 PM - 4:00 PM
F: 8:00 AM - 12:00 PM & 1:00 PM - 4:00 PM
S: 8:00 AM - 12:00 PM
Su: Closed
H: Closed
Method(s) of Payment
check, cash, visa, master card
Refund and Exchange Policy
30 days with receipt on stock items. No return on special order's or glass
Service Area
The following Wisconsin Counties: Milwaukee, Waukesha, Racine, Kenosha, Washington, Ozaukee
Industry Tips
Contractor Certification (Dwelling)

Additional Locations

  • 3300 W Loomis Rd

    Milwaukee, WI 53221 (414) 281-3838 (414) 281-9755

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

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BBB Complaint Process

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Additional Phone Numbers

  • (414) 281-9755(Phone)
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Complaint Detail(s)

11/13/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I contacted this business on the phone and asked for a price to repair my windows. I was quoted $45.00 to $48.00 for the replacement to individual cracked panes in my windows that are double hung with zinc (lead light) lined panels (6 per window) circa 1929. I had 5 individual panels to replace for a total of five windows to drop off at said business. I told the man on the phone (****** ******, *****) that I would call before I dropped off the windows to be sure there was someone there. I had to hire a man to take the 5 windows out of the frames and accompany him to the Broken Windows Inc site on ****** ** ** **********, WI ***** after calling and leaving a message we were on the way on the answering machine. When we arrived, no one was there. We had to wait for *** (**** ***) as he was still at lunch even tho lunch was 12 to 1 as I was informed by the ***** and we were there after 1:00pm. We took the 5 windows into the shop when *** unlocked the door, and I asked *** to confirm the price I had been quoted on the phone. He told me the cost would be $60.00 per panel. I was amazed to learn that the price quoted was incorrect. We left the windows in the shop as my handyman had driven in his truck with the windows and I had driven my car so I could go home and my handyman could also go on his way. On my way home I pulled over to call ****** ****** to inquire about the now "different and more expensive price" than he had quoted me on the phone thinking there had to be a mistake as he is the "*****" and hopefully the most "informed person" in the company; and he said "the old price was just an estimate" he had quoted me. He never once said the word "ESTIMATE" when we spoke on the phone that first day when I got my initial price. As a business ***** myself in **, I never quoted a price to a client without telling them it was an estimate. I stood behind my prices and gave my clients the customer service and respect that they deserved.

Desired Settlement: When asked if I could use a credit card to pay the bill, I was told yes with a 3% up charge. It was like adding insult to injury. I emailed the *****, ****** ******, and spelled out to him the lack of customer service and duplicity in their transaction with me hoping he would at least cut me a break on the "up charge" as that would be another $9.03. Answer was no. As for the Desired Outcome: I would like an apology for their lack of customer service, but will settle for a cash refund money order in the amount of $63.36. I do not want a check as I feel they would cancel it out as soon as they put it in the mail. Shame on them! Thank you for your assistance in helping to curtail the shady behavior of poorly mannered business *****s.

Business Response: Hello ********, 


complaint # *******
Mrs. *******



mrs ******* called our shop and was quoted a price per item over the phone for glass replacement in her windows.  we always inform the customer that it is a ball park number.  when mrs ******* brought her windows into the shop for repair the cost was different.  which is usually what happens and is why we don't like to give prices on items without seeing them.  but customers get demanding for a cost so we try to help them and at least give them a ball park

mrs ****** brought in her windows and had, at her discretion, the opportunity to walk out of the shop if she did not agree with the cost.  we didnt demand that she stay!  

she told us to repair the windows,  and when the windows were finished, she would pick them up and pay for them.  telling us to go ahead with the work, paying for them, then picking them up is an acknowledgement that the person paying has agreed to the price!  yes ?
 
we even forgo the required deposit before proceeding with the work because she said she didn't have it.  she said she would pay when complete.  we repaired the windows as a good will jesture on our behalf. 

we give customer the opportunity to save some money and pay with cash or check to get around service fees that our passed on to us by the merchant

I am a little lost and confused on whether this customer wants an apology or money.  its funny how she asks for an apology but will settle for cash.  
  


thank you


****** ******

Consumer Response:

complaint # *******

Mrs. *******

 

mrs ******* called our shop and was quoted a price per item over the phone for glass replacement in her windows.  we always inform the customer that it is a ball park number.  when mrs ******* brought her windows into the shop for repair the cost was different.  which is usually what happens and is why we don't like to give prices on items without seeing them.  but customers get demanding for a cost so we try to help them and at least give them a ball park

 

My response:  ****** ****** did not even get my name right, it is not Mrs. ******* or Mrs *******.  What does that indicate?  His lack of respect to me the customer is shockingly obvious! 

He never told me the price “$45.00 to $48.00” he quoted me was an “estimate” or a “ball park number” when I spoke to him on the phone.  So, he is lying in his response.  If he had said the key word “estimate” or “ball park” then, we would not be having this issue now.  I was in business and always gave the customer the correct price when I quoted a job over the phone, and stood by it.

 

mrs ****** brought in her windows and had, at her discretion, the opportunity to walk out of the shop if she did not agree with the cost.  we didnt demand that she stay!  she told us to repair the windows,  and when the windows were finished, she would pick them up and pay for them.  telling us to go ahead with the work, paying for them, then picking them up is an acknowledgement that the person paying has agreed to the price!  yes ?

 

The trouble I had gone to get the windows to Mr ******’ shop I was not about to take the windows back home via the man and his truck I paid to get them there.  I left the windows there when I realized the man behind the counter (eyes downcast when he spoke to me and said the price was $60.00 per window) had no power to negotiate otherwise.  I left the windows there thinking there had been a mistake and when I called ****** ****** on the phone to confirm the price he quoted, he would apologize to me for the error.

 

we even forgo the required deposit before proceeding with the work because she said she didn't have it.  she said she would pay when complete.  we repaired the windows as a good will jesture on our behalf.

 

This man is lying once again.  I gave the counterman a $15.00 deposit as it was all the cash I had in my wallet.  I have the receipt to PROVE it!

 

we give customer the opportunity to save some money and pay with cash or check to get around service fees that our passed on to us by the merchant

 

I am a little lost and confused on whether this customer wants an apology or money.  its funny how she asks for an apology but will settle for cash.  

  

Shame on ****** ******!  There was NO confusion in my request…..I asked him for an apology AND money back as I think that is the best solution.