ComplaintsforGolden Windows Ltd.

• Initial Complaint

  06/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A screen door has been paid for for 6 months and I have not received the product. There were delays in inventory which is completely understandable... but then I could not get the company to call me back to set up an install time. When that finally happened after I followed up several times it was the wrong size. For the past month now I have not been able to get them to tell me what is happening next. I have no idea if a screen is ordered again or not. They will not call me back... they keep telling me that the person I need is a different person... then that they are on break or out for lunch or out of the office. Then they told me I had to talk to the service manager and he would call me back.. no call. Then was told he was on vacation then off sick and no one could do anything else and they would give me no other names and wouldn't give me his number. I have pages of notes for dates and times of calls made with no responses etc. I would like my screen or my money back. Every time I call they treat me like I am the problem and annoying them.

  

  Business response

  03/05/2022

  Business Response /* (1000, 5, 2022/04/08) */ Good afternoon, We reviewed Carla's complaint with our Service Department and have been made aware that an appointment has been scheduled early next week to install a new screen as the original one would no longer fit in the door due to the house settling, post-construction. If you have any further questions, please give our Service Department a call at **************. Thank you. Consumer Response /* (3000, 7, 2022/04/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) While I appreciate that I did finally receive a call back right after they received this complaint, the situation has certainly not been rectified and I am once again not being responded to. To clarify my experience with "install" appointments so far: Prior to my complaint, a date was finally set for March 23 from 12 to 4. They were to call a week in advance to confirm. They did not so I called and confirmed. I than called the morning of the 23rd to confirm again, as my experience had been so bad with the company up to this point and I had to take an afternoon off work.. they confirmed for between 12 and 4. At 4:30 no one had shown up and no one called me so I called the service office. She tried to call the technician and received no answer and told me he obviously wasn't coming if it was 4:30. They then scheduled a technician to come at 8am the next day. He showed up the morning of March 24th and the screen was the wrong size so he left with it. This then led to 2 weeks of me trying to get someone to help me and tell what was going to happen next.. with no returned calls and being treated rudely when I tried to get a name or a number or any answers on whether or not I was getting a different screen or any screen at all etc..So I filed this complaint and yes they scheduled another "install" appointment as they claim in their response. This appointment was for a Senior Technician to come and deal with the issue of the screen not fitting and see if he could get it to fit. This appointment was for April 11th and I took another half day off work. The Senior Technician showed up on time.. with no screen and was confused that I didn't already have a screen. He thought he was here to fix one. I explained the situation to him and he measured the door frame again, left and told me the screen must be on another truck somewhere and he would have to try to find it. He called me after finding the screen, measuring it and telling me there was no way it would fit. So it took this additional 3 weeks for a second technician to come, without a screen, take a measuring tape out and tell me it still didn't fit. He told me I would receive a call to schedule a third install appointment after the screen had been cut down. Having no faith that I would receive such a call, I reached out to the service manager that day, April 11th, to request that he simply call me back to assure me that he would stay on top of this and we wouldn't continue to lose more time than necessary or that the issue wouldn't get lost. I did not receive a call back. I called again on April 13th and left a second vm to this affect. It is now April 19th and I have not received a call back or update from the company. Business Response /* (4000, 9, 2022/04/21) */ Good afternoon *****, We have received word from our Service Department that your new screen has been delivered and installed to your satisfaction. We appreciate your patience and hope that you enjoy your screen door for many years to come. If you have any further questions, please give our Service Group Leader, **** ****** a call directly: **********************. Thank you.

*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. ↩