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:06/08/2023

  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.

  July 13, 2022 I ordered windows for my entire home. The salesman said that instead of replacing the two-piece arched bedroom window he could install a single-pane window that's curved on top. I told him it needs to match the living room window next to it. He assured me it would match. 2023 Jan ***** Windows installed. The bedroom window did NOT match the one next to it. It is also cracked, so none of the windows installed will pass inspection.Jan 25 General Manager *********************** came to order a new window. Again I was told it would match.May 12 Installers came with the new bedroom window. It didn't match, so I rejected it. May 16 **** called. I told him I'd pay extra to match the previous two-piece window exactly, but he claimed they can't build that window and I have to accept the one they sent. May 18 In an email, I provided diagrams proving that it can be done and asked him to call me. He didn't return my calls or emails for 13 days until I threatened legal action.May 31 He finally called back and agreed he CAN build the correct window, but the price he quoted sounded inflated, so I told him I'd think about it while I confirm the price is accurate. He refused to provide anything in writing.June 1 - I decided to have them install the correct window we'd talked about. I called and he wasn't in his office. I left a message for him to call me back. He never did.June 2 - I called at about 9:30 a.m. and asked for ****. I was told he was out and he would be back around 4:00. I called at 4:30 and was told he wasn't in yet.June 4 (Sunday) - I emailed ****, asking him to call me so we can order the window.June 5 I called at about 2:00. Again, he wasn't in. She suggested calling him on a cell number she provided. He didn't answer so I left a voicemail.June 6 I called and was again told he wasn't available.I ordered these windows 11 months ago. With the existing window they installed still cracked, the house won't pass inspection.

  

  Business Response

  Date: 06/16/2023

  ***********************, General Manager, has been in communication with **************** over the past several weeks to address his concern.  We have also been working with engineering at the manufacturing facility to be able to match the Grid pattern between the windows in the front of the house. **************** met with ***********************, General Manager, and ***********************, owner on 6/13.  **************** reviewed the proposed drawing and approved the drawing presented with a small change to one of the windows so that it would be a better match for his existing windows.  We will finalize the drawings with engineering and order ******************** new windows.  We anticipate that we will have all of this resolved within the next 8 weeks or mid August.  

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

   

  Customer Answer

  Date: 06/21/2023

   
  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,
  
  *********************