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:05/21/2025

  Type:Product 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.

  I contracted with WinChoice on September 3, 2024 to have 15 windows installed. The installation was completed on October 17, 2024. I sent a notice of rescission along with a letter explaining why, and called but it was 2 days after the deadline. On the first day of installation, Oct. 16th, I noticed the big gap between the windows and the house frame. That was the first sign and I now wish I had stopped him. I questioned the installer and was told he will make it look nice. He worked with what he had but being a professional he should have questioned it. The windows don’t fit the space (measurements too small). He stuffed excess caulk and vinyl/plastic strips to fill in the gaps. I was told they were measured and manufactured for my windows. I contacted them on several occasions via email, phone, text, and certified mail. I also requested a representative come and assess. He didn’t see a problem other than replace the strips for cosmetic appearance, which wouldn’t correct the problem. The cost of the windows is $30k including interest. I was told by the sales rep that they price match but they didn’t. The last contact I had with them was in November. They refused to return my calls, respond to emails or text messages. I was blocked from making referrals until December when a representative called and asked for some, whether they agreed to purchase or not. I would have been paid $250 each but I couldn’t recommend a product that I wasn’t satisfied with. I retained texts, emails I tried to send, phone data list, and photos of windows being installed showing wide gaps as well as finished work. Overall this was a botched attempt at installing windows. I had a house inspector come inspect. He noticed the excess caulking on the outside and suggested that the windows measurements could have been incorrect.. I want the windows replaced using correct measurements and apply price matching.

  Customer Answer

  Date: 06/03/2025

   
  
  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,
  
  
  
  ****** *******

• Initial Complaint

  Date:02/04/2025

  Type:Customer Service 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.

  I have been receiving multiple spam calls per day from this company or someone claiming to be them. Anytime I make the mistake of answering the call is ended. This has been going on for months. I block every number and there are endless more coming. If I can figure out how to sue them for harassment, distress, and interrupting mine and my child’s sleep, I absolutely will.

  

  Business Response

  Date: 02/04/2025

  Dear **** *********,
  

  We sincerely apologize for any inconvenience you have experienced. After reviewing our
  records, we located your information in our system and have removed your number from our call
  list to ensure you no longer receive calls from us.
  

  We appreciate you bringing this to our attention and regret any frustration this may have caused.
  If you experience any further issues or have additional concerns, please don’t hesitate to reach
  out to our customer service team at ************.
  

  Thank you for your time, and we appreciate the opportunity to address this matter.
  

  Sincerely,
  

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

  WinChoice USA – Customer Service Manager 

  (Please see attached.) 

  Customer Answer

  Date: 03/01/2025

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

  please check your systems for this number 

  **********

  and remove it from all communications as well. Although I never entered this number on your interest form, I have received calls on it as well, including past the date when the calls to my main number stopped  

  thank you

  
  
  
  Sincerely,
  
  
  
  **** *********

  

  Business Response

  Date: 03/06/2025

  Thank you for your feedback. We sincerely apologize for any inconvenience this has caused. After
  reviewing your concerns, we have thoroughly checked our systems and can confirm that the phone
  number ************ has been removed from all communications going forward.
  

  We understand the importance of respecting your privacy and are taking additional steps to ensure
  that no further contact is made to this number. If you continue to experience any issues or have any
  further concerns, please do not hesitate to reach out to us directly. We greatly appreciate your
  patience and understanding.
  

  Thank you for bringing this to our attention, and we assure you that we have taken the necessary
  actions to resolve this matter.
  

  Sincerely,
  

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

  Customer Service Manager
  

  WinChoice USA
  

  **********- Direct Line 

   

  (Please see attached full response.) 

• Initial Complaint

  Date:02/03/2025

  Type:Customer Service 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.

  They call all day everyday from difference numbers. I’ve blocked them. I’ve asked them to not call again. I would not buy anything from these people. They have no respect for anyone or anything. What makes them think that by harassing me constantly that I would ever consider doing business with these people. STOP ******** CALLING ME!

  

  Business Response

  Date: 02/03/2025

  We sincerely apologize for any frustration our calls may have caused you. At WinChoice
  USA, we strive to connect with homeowners who may benefit from our services, but we
  also respect the wishes of those who prefer not to be contacted.
  

  We want to assure you that your contact information has been removed from our system,
  and you will not receive any further calls from us. If you have any additional concerns,
  please don’t hesitate to reach out to our customer service team at ***** *********
  

  Again, we apologize for any inconvenience and appreciate the opportunity to resolve this
  matter.
  

  Sincerely,
  

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

  WinChoice USA Customer Service

   

  (Please see attached.) 

• Initial Complaint

  Date:01/28/2025

  Type:Customer Service 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.

  Wont stop calling me! They call me a few times a day using different numbers even though my phone carrier recognizes it as them. I block each time and they still call. I answered one time and even told the rep that I do not even own a home I live in an apartment. He then said my parents address which I dont know how they got. I said I dont live there then asked to speak to my dad. Like no? Convo ended thinking I would be taken off the call list. Nope still calling everyday.

  

  Business Response

  Date: 01/31/2025

  Thank you for bringing this matter to our attention. We sincerely apologize for any frustration or
  inconvenience caused by our calls. At WinChoice USA, we take your concerns seriously and are
  committed to respecting your preferences.
  

  After reviewing our records, we found that the information provided in your complaint does not
  match the information we have in our system. However, as a precautionary measure, we have
  removed this contact information from our system to ensure that this phone number will not
  receive any further calls from us.
  

  Please note that in some cases, contact information may be obtained from third-party marketing
  sources. To further prevent unwanted calls, we recommend verifying your number's registration
  with the National Do Not Call Registry.
  

  We apologize again for any inconvenience this may have caused and appreciate your patience as
  we address your concerns. If you have any further questions or need assistance, please feel free to
  contact our customer service team at ************.
  

  Sincerely,
  

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

  Customer Service Manager
  

  WinChoice USA

   

  (Please see attached.) 

• Initial Complaint

  Date:11/25/2024

  Type:Customer Service 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.

  I keep receiving 10-15 phone calls a day. I’ve told them to stop calling, I’ve blocked the number and they keep calling from different numbers leaving voicemails. At times the voicemail is just static.

  

  Business Response

  Date: 12/04/2024

  Dear *** ******,

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration caused by the repeated calls you’ve received from our company. Your concerns are important to us, and we want to assure you that we take this matter very seriously.

  We have thoroughly reviewed your complaint and have taken immediate action to ensure that your phone number is removed from all of our calling lists. Additionally, we have implemented measures to prevent any further contact with you at this number. You should no longer receive any calls, voicemails, or communication from our company moving forward.

  At WinChoice USA, we strive to maintain the highest level of customer satisfaction and professionalism, and we regret that this situation has not reflected our commitment to those values. Please know that we are reviewing our internal processes to ensure this does not happen again to you or any other customer.

  If you have any additional concerns or if there is anything further we can do to resolve this matter to your satisfaction, please do not hesitate to contact us directly at [Company Contact Information]. We appreciate your understanding and the opportunity to address this issue.

  Once again, we sincerely apologize for any inconvenience this may have caused and thank you for bringing it to our attention.

  Best regards,

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

  Executive Assistant

  WinChoice USA

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

  **********

  (Please see attached.) 

• Initial Complaint

  Date:09/12/2024

  Type:Customer Service 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.

  Winchoice USA will not stop calling my number over and over and over again. I receive up to 5-6 calls a day. I don’t even need or want windows, I’m in the us military I don’t need to buy any windows I just need them to stop calling me. ***** ****

  

  Business Response

  Date: 09/12/2024

  Dear ***** *****

  First and foremost, I want to sincerely thank you for your service to our country. We deeply appreciate the sacrifices you make, and I am truly sorry for the frustration caused by the repeated calls from WinChoice USA.

  We understand how disruptive this has been, especially given that you have no interest in our services. Please accept our sincere apologies, as this is not the kind of experience we want anyone to have.

  We are taking immediate action to ensure that your number is permanently removed from our call lists and that you will receive no further contact from us. We will also review our processes to ensure this doesn’t happen again, as we recognize the inconvenience it has caused.

  If you encounter any further issues, please don’t hesitate to reach out to me directly at ************* Thank you again for your service, and we appreciate your patience as we resolve this matter.

  Sincerely,

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

  Loyalty Engagement Specialist

  WinChoice USA

  (Please see attached.) 

• Initial Complaint

  Date:09/03/2024

  Type:Product 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.

  In early April 2024 I requested to have some windows replaced under my lifetime warranty that was included with the September 15, 2015 purchase of the windows. I waited approximately 3 weeks and never heard anything from the company. I called them on April 30, 2024 at 9:45 am and spoke with Madison asking for an update. She said she would have someone contact me shortly with an update. On May 9th ***** called stating a technician would be in my area on May 14th and could he stop by for measurements. I said that would be great and he came and took the measurements. He came back a couple of weeks later to remeasure a couple of the windows. On June 4th, 19th, 21st, 24th, July 1st, 9th, 10th, 12th, 17th, I asked for an update on when the windows might be ready. I was told there was a holdup due to weather, they shipped the wrong size, only some of the windows arrived. Finally on July 25th the technician came to install the new windows. He installed the downstairs windows but the upstairs windows were the wrong sizes. Now I am back in the same situation. I ask weekly for an update and half the time no one responds or someone says they will check and I never hear back. I just want to get my windows replaced and I am hoping you will help me.

  

  Business Response

  Date: 09/06/2024

  Thank you for bringing your concerns to our attention.

  WinChoice has spoken to **** ********* and updated her on her order. We sincerely apologize for the delays and communication issues she experienced with the window replacement request.

  At WinChoice USA, we strive to provide timely and reliable service, and we regret that your experience has fallen short of our standards. We understand how frustrating it must be to deal with repeated delays, incorrect measurements, and the lack of clear communication.

  To address your situation, I have escalated your case to our management team, and we are prioritizing the completion of your window replacement. We are coordinating with our technicians to ensure that the correct windows are delivered and installed as soon as possible.

  We take full responsibility for the inconvenience this has caused and are committed to resolving this matter to her satisfaction. If there is anything else we can do to assist with this process, please do not hesitate to reach out to me directly at ***** ********.

  Once again, we apologize for the delays and the trouble this has caused. Thank you for your patience, and we are determined to make this right.

  (please see full letter, attached)

  Customer Answer

  Date: 09/11/2024

  
  
  Complaint: 22232183
  
  
  
  I am rejecting this response because: I have heard nothing from Winchoice USA since Tuesday, September 3rd when I received a phone call saying they would be in contact with the factory to get a date for the windows to be delivered. Since that phone call I have heard nothing from them and this is what I find so unacceptable in dealing with them. When a representative says they are going to get information and will then let you know and it's been a week with no contrast then that is poor service.
  
  
  
  Sincerely,
  
  
  
  ******* *********

  

  Business Response

  Date: 09/12/2024

  I personally reached out to **** ********* and updated her on the order. The

  production team had a question last week on the specs on the glass and wanted to ensure everything is correct before shipping out.

   

  I let her know I am to have an update by end of day on the delivery so we can schedule the installation as soon as possible.

   

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

  Expediting Manager

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

  (Please see attachment for full response letter.)

• Initial Complaint

  Date:09/03/2024

  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.

  I keep receiving 10-15 phone calls a day. I’ve told them to stop calling, I’ve blocked the number and they keep calling from different numbers leaving voicemails.

  

  Business Response

  Date: 09/12/2024

  Dear ***** ******,

  Thank you for informing us of the inconvenience you have been experiencing. We understand that the excessive phone calls you’ve received are both unwelcome and disruptive, and for that, we sincerely apologize.

  We are actively reviewing our communication processes and have escalated your request to the appropriate team to ensure your number is removed from all future call lists. Additionally, we will ensure that no calls are made from alternate numbers, which has clearly compounded the issue.

  Please accept our apology for this experience, and rest assured that we are committed to resolving this matter swiftly. If you encounter any further issues, please contact me directly at ********** so I can assist you personally.

  Kind regards,

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

  Loyalty Engagement Specialist

  WinChoice USA

  (Please see attached.) 

  Customer Answer

  Date: 09/12/2024

   
  
  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,
  
  
  
  ***** ******

• Initial Complaint

  Date:09/03/2024

  Type:Customer Service 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.

  Winchoice USA calls my home many days it is 3 times and leaves the same 45-second voicemail message (pre-recorded, starting "Hey there..."
  
  Their system uses spoofed numbers, so I cannot reject the calls, but they fill up my voicemail box regularly, since they leave 3 each day.
  
  Please make them stop...this is not good business practice, nor should it be legal...it is harassment.

  

  Business Response

  Date: 09/12/2024

  Dear ******* ******,

  I want to sincerely apologize for the repeated calls and voicemails you’ve received from our company. The situation you’ve described is not in line with the communication standards we aim to uphold at WinChoice USA, and I completely understand your frustration.

  We are taking immediate steps to ensure your number is permanently removed from our system and that no further contact is made through any means, including spoofed numbers. We will also be reviewing our use of pre-recorded messages to prevent situations like this from recurring in the future.

  Your experience is important to us, and I can assure you this matter is being addressed. If any further issues arise, please feel free to reach out to me directly at ************, and I will make sure it’s resolved promptly.

  Thank you for your patience,

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

  Loyalty Engagement Specialist

  WinChoice USA

  (Please see attached.) 

• Initial Complaint

  Date:07/12/2024

  Type:Customer Service 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.

  I receive 10-15 calls a day. This is harassment. I have told dozens of people to stop calling and blocked over 20 numbers. This is illegal. They are in direct violation of code 16 CFR 310 of the Federal Trade Commission and should be penalized. I will be contacting an attorney.

  

  Business Response

  Date: 07/12/2024

  **** ********,
  Thank
  you for alerting us to this matter. We deeply apologize for the repeated calls
  you have received from our company regarding your interest in our windows. We
  understand how disruptive this must have been and are sorry for any
  inconvenience caused.
  Your
  feedback is essential to us, and we are taking swift action to address this
  problem. We have updated our system to ensure you will no longer be contacted
  about this lead. Additionally, we are evaluating our follow-up procedures to
  prevent such occurrences in the future.
  We
  aim to provide a positive experience for all our customers, and we regret that
  we did not meet your expectations. If there is anything more we can do to
  rectify this situation, please contact me directly at *************.
  Thank
  you for your patience and for giving us the chance to improve our services.
  Best
  regards,
  ******* ******
  Expediting Manager
  ***** ******** *****