Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:10/30/2024
Type: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.
Two guest bedroom and two living room windows costing $14,684 were installed by Wilson Windows April 2024. 6/11 and 6/15 - water entered our living room under the windows.6/20 - a visual inspection by a firm replacing windows in floor above ours noted caulking gaps leading to the water intrusion.6/21 - two people from Wilson Windows came out to touch up areas where gaps were noted.6/25 - at the direction of the ************ Waterproofing Contractors examined the water entry and determined the installation was not correct. Although some repair was done 6/21, the caulking work was still not effective. Pictures from this visit were emailed to Wilson.6/26 - Clearview Glass (representing Wilson Windows) came and recaulked the areas noted from the Waterproofing Contractors ************** ensure the caulking was ok, Shutter-Vue was scheduled to come out and look at the caulking on all windows. The inspection on 7/12 still noted caulking issues.7/19 - Shutter-Vue (using harnesses to reach all areas around the outside of the windows) did recaulking work. Pictures of areas needing repair were provided to Wilson Windows. In a letter to owners on 7/26/24, the *********** president issued a letter that "our building has experienced some water damage and leakage through owner's windows . . . the common denominator of these compromises has been determined by faulty workmanship. The Board has concluded Wilson Window will no longer be an approved contractor for window and door installations."Window installation was not proper and twice we incurred water damage. Twice people from and representing Wilson Windows did some caulking and repair work but each time, work was deemed ineffective and did not completely fix the problem.8/2 - email to Wilson Wilson requesting reimbursement for AT LEAST the caulking done 7/19 costing $500. This is the MINIMUM that should be paid. Later on 8/2 - Operations manager questioned why they were not contacted - response attached.
Business Response
Date: 11/21/2024
Dear ****:
I want to thank you for your business and let you know you are a valuable customer of ours. We strive to exceed our customersexpectations and make all our customers satisfied. We obviously failed in your case, and I take sole responsibility for this failure.
I was not informed of your situation and after reading your e-mails I could see the points you made were valid. I have requested **** to issue you a check to reimburse you for the cost to have Shuttervue caulk your windows.
Please accept my sincere apologies for not catching and correcting this situation sooner.
Sincerely,
Rich Carrier,Owner
Wilson Window Glass & Mirror
Customer Answer
Date: 11/22/2024
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.A representative from the company and I had a discussion today (11/18/2024) and a check will be issued for the re-caulking as requested. I will confirm once I receive the check from them.
Take care.
Mark
Customer Answer
Date: 12/19/2024
Complaint: 22488745
I am rejecting this response because:Despite a phone call and the below email from a month ago (11/18/24) no reimbursement has been made as promised. Request for reimbursement is nearing 5 months with no action. Tired of the runaround. Please reinstate the complaint and advise on next steps.
Thank you.
Mark
**************
---------- Forwarded message ---------
From: ******* ******* <************************************************************************************************************************************************************************************>
Date: Mon, Nov 18, 2024 at 12:11
Subject: My sincere apologies
To: **** ********* <******************************************************************************>
CC: **** ***** <************************************************************************************************************************************************************************************>, ****** ****** <****************************************************************************************************************************************************************************************>, **** ****** <************************************************************************************************************************************************************************************>Mark:
I want to thank you for your business and let you know you are a valuable customer of ours. We strive to exceed our customers expectations and make all our customers satisfied. We obviously failed in your case, and I take sole responsibility for this failure.
I was not informed of your situation after reading your e-mails I could see the points you made were valid. I have requested **** to issue you a check to reimburse you for the cost to have Shuttervue caulk your windows.
Please accept my sincere apologies for not catching and correcting this situation sooner.
Sincerely,
Rich Carrier,
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