Complaints

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• Initial Complaint

  Date:02/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I had 10 windows and a sliding door replaced in October 2022. I was very with the product and service at that time. However, when I opened them to clean them I discovered that the window sashes were faulty causing the window to pop out of the frame. I called the US window factory multiple times and finally got someone to come to my home after 3 months. I was told that the issue was the sashes,"they were the old ones" I was told and that US Window Factory would replace them with new ones to correct the problem. The sashes were replaced in November but, while replacing the sashes the workers damaged the frames on 8 of the 8 windows they worked on. I had to stop them before they damaged the last two. I was told by **** at US Window Factory they would get back to me to discuss the issue. Again, no response from the company. I made multiple calls to the company and finally ****** come out to see the damage in December. He took pictures and told me he needed to talk to his team at ** Windows Factory and he would get back to me. I haven't heard a word from him even after I have made multiple calls and left multiple messages. No response from US Window Factory at all until I posted a review. Still not resolution to the problem. This company is not honoring it service or guarantee promise. They exhibit poor business practices and horrible customer service. I need them to honor their guarantee and replace the damaged windows with new ones.

  

  Business Response

  Date: 02/22/2024

   

  When we originally installed ************************* windows they worked properly and to her satisfaction, as she says in her complaint, however, her repeated mishandling of the operating mechanism, caused the sashes to fall out of place and she called it      a manufacturing defect.

  We sent out a service crew and ********************* demanded that they replace the balances on all the windows, which require warming up the vinyl material in the frames with a heat gun and she did not approve of the procedure because of the heat stains left inside the frame, not visible once you close the window and they can also be easily removed with a pad and lacquer thinner.

  She stopped the service crew after they had completed a substantial part of the job and told them that she wanted all the windows replaced completely, which is not USWF's responsibility because it's not a manufacturing issue.

  Customer Answer

  Date: 02/24/2024

   
  Complaint: 21294010
  
  I am rejecting this response because:

  USWFs response proves they are unwilling to operate in good faith. Instead have chosen to personally attack me rather that admit the manufacturing defect in their product and the damage they caused during the botched repair. 
  
  
  Here are the facts;
  
  
  The windows in my home and photos taken by ****** from USWF provide evidence of the  manufacturing defects and damaged caused by the negligence of USWF.
  
  
  Two of their employees witnessed the malfunctions of their product in my home first hand. As we were standing in my home one of the employees called and reported the malfunctions to their superior at USWF. He was over heard telling them that the manufactures defect was indeed the old balances and that they needed to be replaces with the new ones they now use.
  
  
  USWF would never have sent out a crew to fix their manufacturing defect if there wasnt evidence of a defect.
  
  
  The USWF crew mangled, distorted, tore and damages the frames of the windows while trying to correct their manufacturing defect. Their inability to halt the work knowing they were causing damage repeatedly is a reflection of USWFs dysfunctional business practices. 
  
  
  The damage done to the windows during repair is not easily removed with a pad and lacquer thinner as falsely stated by USWF. Otherwise, Im sure any reputable company would have made every effort to completed the job to the high standards of their company.
  
  
  I have been personally slandered by USWF in their response. 
  
  
  USWF is not operating in good faith or honoring their promise to customers. 
  
  
  Lifetime Warranty
  We only use the very best components; therefore, we proudly offer a Lifetime Transferable Warranty. If you have a problem, it is our problem.
  
  Sincerely,
  
  ************

  

  Business Response

  Date: 04/12/2024

  We appreciate Ms. ******************** business and the fact she was very happy with the windows on installation. Upon her raising the issues with the windows, we sent our maintenance crew out to conduct a diagnostic and apply a fix to the issue.

  The crew reported that the use of the window was inconsistent with how they should be properly tilted for cleaning purposes. In an effort,nevertheless, to address the issue, the crew initiated the replacement of all balances in the windows. On their initiation of the work to apply the fix, the customer stopped the crew from undertaking their work.

  In addition to this being in violation of the General Terms and Conditions of the contract, Clause 7 which states that only U.S. Window Factory (GA), Inc. can supervise construction personnel, and that customers shall not give directions to or interfere with construction personnel, the crew was unable to address the issue the customer reported.

  We have a professional crew working with us for over 15 years who remain ready to address the issues caused by the customer's use of the *********************, given she allows the crew to complete their work as per Clause 7, and other terms of the contract, and to redemonstrate again the proper use of the windows inclusive of tilting for cleaning. 

  Customer Answer

  Date: 04/15/2024

   
  Complaint: 21294010
  
  I am rejecting this response because: US Window Factory has taken position of blame the customer for their  inferior product and poor business practices. I have been very clear regarding the issues. It is clear this company is refusing to communicate honestly or with integrity, i.e, Clause 7. Ludicrous! 
  
  Sincerely,
  
  ************

  

  Business Response

  Date: 04/16/2024

  Obviously ************************ response doesn't provide any new information to this case. 

  She just denies over and over any wrongdoing or mishandling of the windows. 

  We made her windows using the most advanced technology in the market these days and she takes the liberty of calling them "an inferior product" but it's she who doesn't show the integrity to admit she mishandled the operating mechanism.

  She states she was very happy with the windows when we installed them. About 4 months later she called us stating she was having issues tilting the windows in for cleaning, we set up a service call and sent a 2-person crew to take care of the issue, when the crew started to remove the sashes (The part holding the glass) she told them "That's NOT the normal way to remove them", she wiggled them, which is the wrong way and she stopped them and told them to leave and demanded new windows.

  As we stated before, we're willing to send the crew back one more time provided she agrees to let them do their work without any interference on her part.