ComplaintsforU.S. Window Factory

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  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.

   

• Initial Complaint

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date 4/2/2022. Salesman ***************** of U.S. Window Factory ***********************************************************************************************. took my check for$10,276.00 for deposit on windows. Days later an installer came out to measure windows. His name I understood to be *****. We were in kitchen and he kept looking but not measuring. I think he had concerns about getting the windows out. Also there is a bay window in kitchen and one in bathroom. He said he needed to call his boss. He went outside to his truck and was on the phone, came back and said his boss said they cannot do our windows. He also said bay windows cost a lot more money than I was quoted on my proposal. I called salesman numerous times and he said can't believe I haven't received my refund yet. I have called office number ************ and no one will talk to me. They say owner not there, out, sick all of the above. No one will talk to me.

• Initial Complaint

  07/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered windows for my home addition with US Window Factory on April 20, 2021 and my windows arrived June 11, 2021. Their sales associate (Rich or Richard) charged me for one 36x72 window that I did not need and did not receive. I have been to the store twice to get a refund for the cost of that window, but the employees say I have to get the refund directly from Mary (the store owner). I have called 4 times to speak with Mary and the employee (Gary) always says she is in the bathroom or in the back (eventhough I hear her talking in the background). He tells me that Mary will call me back, but she never does. I have been trying to get my refund for a month with no success. I am owed a refund of $280 and would like BBB to help me get the money back. Thank you.

  

  Business response

  08/04/2021

  Business Response /* (1000, 9, 2021/07/22) */ On this order, Ms. ***** ****** went through a contractor, Mr. Wayne Smith, who purchased her windows from us on her behalf. As she is a customer of Mr. Smith's, this complaint is an issue between Ms. ****** and her contractor, not with U.S Window Factory (GA), Inc. We strongly suggest Ms. ****** contact Mr. Smith regarding her refund. We respectfully request this complaint be removed from our record.

*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. ↩