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Complaint Details
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Initial Complaint
01/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I had impact windows and and impact door put on my townhouse right before Christmas 2023. The installer dropped a window against the wall from the stairs that completely ruined my wall. Spoke to owner ** and his installer tried to patch the damage without success . Also my front door that was installed is not closing correctly . Inspector from Citizens agree with me.
Business response
01/09/2024
This customer was completed on 12/22/23 and made her final payment because she was a satisfied customer. There was an issue with a damaged wall that we thought we had fixed to her satisfaction. On the 24th she emailed the sales assistant who forwarded the email to the Project Manager regarding a door that is not latching properly. The Project Manager called the customer and she also told him that she wasn't happy with how the wall was fixed. Having to adjust a newly installed door is not uncommon in the industry. Due to the holidays the installer that originally did the job was off and the customer was told we would work on getting him back out to adjust the door. We did not forget about her. We just had not been able to get it scheduled yet. In order to respond to this complaint I took this to the Project Manager and he said he had just talked to her and it was scheduled.
Realistically it has only been 2 weeks since install....2 holiday weeks. For the record...the customer escalated this by submitting this complaint without even reaching out to us to ask "Hey! What's the status on getting this fixed?" We stand by our work and our customers. The installation comes with a 2-year warranty and we will, of course, honor that. And please note, had we known that she had issues at the time of collecting final payment we would have not collected full amount until we fixed everything to her satisfaction.
Customer response
01/10/2024
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
12/06/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
PGT 700 Serie and Eurotech French Door-Outswing was installed 8/31/2018. The lock of the door is completely inoperable therefore unable to open door at all, making it a fire hazard (no second exit point). Company contacted 4 times and messages left. No call back.Business response
01/04/2023
The owner ***************** contacted the customer directly. He apologized for the lack of response and explained we are short staffed for service issues, but no excuse. ** is working on the actual product issue with the customer and we will get him taken care of.Customer response
01/05/2023
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
07/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased impact resistant windows about 5 years ago. I. Recently noticed one of the windows is rusting. Ive called East Coast Windows at least five times. They referred me to *** (no last name) the service manager I think. Ive spoken to him twice, each time he has promised to schedule a visit and doesnt. Im worried if more time passes my warranty will expire.Please help meBusiness response
08/01/2022
I have ccd the owner of our company on this as well. We will speak to *** to see where we are on this and why it has not been scheduled. Aluminum does not rust, but we will send someone out to assess the problem. The labor warranty is out but if the issue falls under the manufacturer warranty then we will get them involved.
Thank you.
Sincerely,
***********************
************
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Get a QuoteCustomer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.