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:05/03/2023

  Type:Service or Repair 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.

  My complaint begins with the unsatisfactory business operations of the Colorado Window Source. In August 2022, I met with ******** on a bid of replacing whole house windows and a patio door sourced from Anlin windows. I paid $8k on Sept 15th, a partial payment to get the windows ordered. Next steps were final measurements but that wasn't ordered till I called asking why I havent received my final measurements. Weeks later the measurements were finally completed. The waiting period begins. I was told originally 3-4 months for windows to be manufactured and installed. I followed up multiple times throughout that timeframe asking for status updates, little information provided. I get a random email in January telling me to get ready the next couple of weeks for my new windows. To prepare areas around the windows. I do that. Weeks go by and nothing. I keep inquiring but no response. In February, I start reaching out to Anlin the manufacture for a status. It gains traction with their district rep and they reach out to Colorado Window Source. I finally get some communication in March 3rd from ***** that they are in contact with ***** and escalating the matter. March 21st I receive a voicemail from ***** stating there was a miscommunication between the companies on the grid pattern that was causing the order to be cancelled and resubmitted. So, now its May. I have continued to reach out for a status but no response as usual. Its been almost 8 months since payment. I have no windows or even a timeframe of when I will receive windows. At this point, am I getting windows? Am i being scammed? Do I need to seek legal counsel? This unfortunately has been a terrible company to work with. I wouldnt recommend them to anyone. Im asking the BBB for help on communication with the status of my windows and a resolution to this nonsense.

  Business Response

  Date: 05/04/2023

  Our apologies to ***, his Jib has indeed taken longer than expected or desired. After checking with manufacture we now see these windows on the "ready to ship list" which means they are completed and in line for delivery to ******. As soon as they land here in ****** we will reach out to schedule installation of these windows. Installation process itself will be a matter of a few days once windows land and ***'s windows will be given priority of place as far as scheduling goes. They should be here Monday the 15th as we know they will not arrive the 8th.

  Again we apologize for both the delay and lack of communication and will make sure installation is hassle free.

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

  Customer Answer

  Date: 05/04/2023

   
  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:02/25/2023

  Type:Service or Repair 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.

  Ordered windows in august. Paid $7900 deposit. Once ordered no contact. I reached out in December was told windows in would begin work first week of January. Reached out end of January again told would start 2/8. Came 2/8 was told by installers old windows had a lot of caulk and measurements were off but it would be ok. Mid day installer got sick and they left. No one called. I called they said would not be back until Friday. Friday they worked. Said lip in basement window needed grinder down. No tarps laid down. House filled with dust even on main floor but lots of electronics right next to the sanding and did not cover. All covered in concrete dust. Did offer to send cleaning lady but dust inside consoles cannot be cleaned. Came Saturday worked a few hours then said would not be back for another week as had to do an emergency job. Installers told me, not company. Said they would be back maybe that Friday but probably week after. I called again Thursday to get plan. *** said ***** would call me. He did not. I sent text , *** called and said for sure Thursday fri and Saturday of next week. Did not come Thursday too cold. Friday no one showed up and today text saying not coming. Its been cold. 12 windows semi installed of 30. House is freezing. Also paid another $7900 on 2/10. Two thirds of job paid

  Business Response

  Date: 02/26/2023

  We here at CWS completely sympathize with *****, and apologize for the frustration the completion of this project has caused. It has been a "perfect storm" of supply chain issues and really bad weather from an installation perspective.
  
  When windows were ordered our "process" was explained and the expectation was that windows would be a number of weeks in production and until they were received here in ****** we would be in waiting mode as until they were in hand, there was nothing more to be done until then. We left it that CWS would reach to schedule install when windows landed in ******. When ***** reached out we were optimistically guessing when windows would land and we would install. Unfortunately our optimism was misplaced as projects piled up in ****** without the ability to install due to weather.  

  Install began and yes the crew did have to pull off to complete another install that had started then been left off due to CoVid in the home. They have been on no other projects since, just waiting for their opportunity to return to *****'s project. Pulling off and returning to a project is not normal operations, but we do try to accommodate all our customers and on occasion it has to happen that way, folks tend to understand in this time when these things happen.

  At this project no windows were removed that were not replaced, there are no open holes or plywood covered openings, but there are a number of windows yet to be replaced. Weather has impeded progress on all projects, not just this one, and crews are hungry and eager to work. As an example last week, snow was expected so our plan with ***** was to return to the project the day after the snow, but as it turned out Thursday never got above 30 degrees, Friday mid morning it was still below freezing. Installs can not responsibly proceed in such circumstance so we rolled over to the next day, Saturday. First thing Saturday morning, at 8:30 AM the installers reached out via text informing the customer that the crew chief was ill and could not responsibly enter a home so they would not be there that day, but would be there Monday. They also left a voice message with the same information. Installers are our companies representatives and communicate with customers about scheduling on a regular basis.
  
  The completion of this project is a priority, weather looks good and the crew is and will be on this project until it is completed this week, and clean up is considered part of completing a job. That they did not do more "mess prevention" has been discussed with them. They will blow put electronics with compressed air as part of that clean up. 

  We feel terrible that this project has dragged out and proved such a frustration for our customer, it is certainly not how we would like to see projects go. We will be offering ***** a discount for the hassle by way of apology.

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

  Owner
  

  Customer Answer

  Date: 03/07/2023

   
  Complaint: 19496861
  
  I am rejecting this response because: I have talked with the owner, they finished the window install last week with the exception of 2 basement windows that I was told would be ordered rush. I am rejecting response for now just because job is not complete. no one did a final walk through with me, screens were not replaced yet and mess in basement has still not been taken care of. I have not had any communication on timeline for remaining windows or when we can do the walk through. to me, the job is still not complete and the things he stated in email response have still not been addressed as far as the clean up, completion of job and walk through. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/13/2023

  ***** is correct, we reordered 2 basement windows to get a perfect fit, the windows were ordered on a "rush", and rush was approved by plant, which to the manufacture means as quickly as possible. They do not give an ETA for "rushed" orders, as soon as we receive word they are being shipped we will reach out and schedule install of the final two windows. It will be weeks not months to get those two windows. We will make a final walk through with our customer when the last two ********************* are in, the screens repaired and project is completed.

  Here at CWS we understood the offer of sending a cleaning person out had been rejected, I stopped by *****'s to check on the project right after complaint was filed and visited with ***** and the topic of a cleaning crew was not raised so I assumed feed back from the installers about it having been rejected was correct. We are happy to get that scheduled if ***** would be so good as to reach out and give her approval to send them along.

  As soon as project is completed we will update this response.

  Thank you

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19496861
  
  I am rejecting this response because:

  I have not had any communication from the business since they put on last window. this is the first communication on almost 2 weeks. 
  I did not reject a cleaning. A lady called me to set up who is a friend of the installer and I said they have not put in the other 2 windows down there so does it make sense to wait on that? She agreed and said she would connect with the installer and have him notify her when all windows had been installed.

  The basement window has not been sealed I noticed this weekend and per the last message on here business stated he would ensure they used air compressor on the electronics. That is same day owner came to my house. So I felt like there was already a plan. All of the holes inside the windows where caps should be are not put on. The caulking was on the windows. Done terribly and visible from street. Caulk in my comforter and couch as well. I had to walk around my back yard and clean up pieces of metal and plastic that was left behind so my dogs dont get cut or ingest. Owner also stated he would adjust invoice and take off the two windows until they were put in. That was never done. I dont feel ok paying the final installment until job is complete. And per contract it states upon completion. It is not complete. But again communication is key here. I should not have to keep reaching out or communicate through the BBB to get a status on a job I paid for. You apologized for lack of communication when you were here but have not heard from you since. I had to tell you they said the windows needed reordered. Thats not my responsibility. The entire process has been a nightmare. So let me know next steps. But know that Im not paying until job is to my satisfaction as being complete. Just throwing windows in does me no good for energy savings and all the things you said we would benefit from. This is not at all what you sold me on when we first met. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/17/2023

  Colorado Window Source (CWS) sincerely regrets inconvenience and hassle around this project and its completion. We will continue to work with ***** to complete her project and address her concerns.  CWS spoke with ***** and informed her that 2 windows had been reordered when they were reordered, and that as soon as they were in we should contact her to schedule their installation and complete the project. That was confirmed with a few days later. Windows were ordered with a rush which means ASAP, in these situation factory does not give an ETA, just notice of "ready to ship".

  To be clear about expectations around project completion and final payment. CWS has not asked for final payment and does not expect it until project is finished. cleaning should be scheduled regardless of pending 2 window install, windows were reordered so concrete would not create any further dust issues. Our goal was to get mess cleaned up ASAP, not delay awaiting further work. If a second cleaning were to be necessary it will be scheduled, but it should not be needed.

  The two windows are completed and on the ready to ship list as Monday last week, they will be on the next available truck to ****** and we will schedule installation as soon as possible after their arrival, which should be later this week. Factory did fabricate these windows on a very much expedited schedule and we will expedite their install as much as possible.

  Again our apologies for the hassle and inconvenience, we look forward to completing this project for our customer.

  Sincerely

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

   

  
  

  Customer Answer

  Date: 04/17/2023

   
  Complaint: 19496861
  
  I am rejecting this response because:
  I text last week about ETA and I was given above information as well. Once install is complete and all issues resolved I will accept. Attaching additional photo of example of work done. I have had two contractors out here to look at siding who both stated that the work done to date was sloppy and advised each window needs looked at to ensure installation was completed properly. So once that is done I will be satisfied. As far as the cleaning, Id prefer to not have multiple people in my home more than necessary. Once install is done Id like the cleaning done as well. In addition 2 bricks were broken off of a window down there. I get that it may have happened during install but would have been nice to be told. I think they put window in and forced it. Also that window was not sealed. Thank you. 
  Sincerely,
  
  *********************

  Business Response

  Date: 04/26/2023

  Project and clean up has been completed. Homeowners and CWS walked the project 4/25/2023 and all is completed to customers satisfaction. Windows have made a difference in the home and we regret the inconvenience getting the project completed caused and expressed that by making adjustments to their final billing.

  Customer Answer

  Date: 04/29/2023

   
  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,
  
  *********************

  Business Response

  Date: 09/08/2023

  Project was completed 4/25.

  Homeowners walked the completed project and clean up, and approved of end result.

  They even said the windows have made a big difference.

  Thank You