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Business Profile

Windows

Crystal River Windows, Inc.
BBB accredited business seal
BBB Accredited BusinessA Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/25/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
     
    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. My only probem is that Crystal River Windows should never  communicated  with me about what they were doing.

    Sincerely,

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

    Business Response

    Date: 12/09/2024

    Business
    Most Recent Message
    Date Sent: 12/9/2024 10:34:22 AM

    Friday, December 6, the Manufacturer fixed the door they have been complaining about. It has taken awhile to get this addressed because once we install a door and there are any issues we have to go straight to the manufacturer. They then contact the manufacturer who has to send a *** out to make sure this is not an install issue which it was not. This was something the manufacturer needed to fix and it has taken more time due the hurricanes.

    If I was to respond to the review this is what we would say. However, I'd like to have it removed. It takes some time for the manufacturer of any company to get windows and doors fixed. We installed, pull permits and all inspections passed. We did our part as the contractor.

    ____________

    Thank you for your feedback. We sincerely apologize for the inconvenience youve experienced. At Crystal River Windows, we strive to provide excellent service, and we regret the challenges youve faced during this process.
    Regarding your concerns:
    The door with the dent was promptly ***laced, and the weatherstripping was addressed by our installer shortly after the installation. At that time, we understood you were satisfied.
    When you reached out about additional weatherstripping concerns, we promptly contacted ***, our supplier, who in turn involved the door manufacturer to assess and resolve the issue. Unfortunately, the manufacturer has delayed action, and we agree that this has been frustrating and unacceptable.
    While the door's warranty lies with the manufacturer, we fully acknowledge our role in ensuring our customers feel supported throughout the process. We have been in constant communication with ***, and they have confirmed that a service technician will visit you next week to resolve the issue. They fixed our door on 12/6/2024.
    We deeply regret the inconvenience caused by the delays and want you to know we are taking this seriously. In response to this experience, we are changing door manufacturers to ensure such delays do not happen in the future.
    Thank you for your patience and understanding. Please feel free to reach out to us directly if you have additional questions or concerns.

Crystal River Windows, Inc. is BBB Accredited.

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