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:10/21/2025

  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.

  On August 11, 2021, we hired Zen to install windows and a vinyl exterior door. We chose *** for their positive reviews and advertised double warrantycoverage from *** and the manufacturerpromising protection against poor materials and *************** October 2023, I reported the door was failing: rotting around the frame and no longer flush, leaving the home exposed. **** ********* from *** said hed contact the manufacturer. Six months later, he was still ********** May 2024, after repeated follow-ups, I contacted the manufacturer directly. ***** Millwork (Ankeny) inspected and confirmed: The frame was not installed correctly. The threshold used shims instead of solid wood, causing movement and weatherproof failure. Raw wood was exposed, leading to rot.***** offered to replace only the inside doornot the frame. By May 2025, nearly two years after my initial complaint, Zen and ***** were still blaming each other. *** admitted they stopped using ***** due to warranty issues, yet I paid *** and hold them responsible for choosing a poor manufacturer.This double warranty has left me stuck between two companies pointing fingers while I pay higher heating and cooling bills. The door now: Allows drafts Warps and molds Is uneven with the frame Has a threshold too unstable to step on. We paid $4,000 for this vinyl doordouble the cost of a high-quality wooden door. Two years of delays, excuses, and being completely ignored as a customer are unacceptable.Requested Resolution:I expect a full replacement of the door and frame under **** advertised warranty terms. If Zen and ***** cannot resolve this promptly, I request BBB assistance to enforce these obligations.Thank you for your attention.

  Business Response

  Date: 10/29/2025

  We have been working off and on with this homeowner to come to an agreement that satisfies the homeowner and also addresses the issues. Upon initial contact from the homeowner, we inspected the door and also had the distributor (***** Millwork) inspect the door. It is very difficult to get ***** Millwork to service the products they supply. After getting ***** to inspect, they determined that simply painting the frame would be sufficient and then decided that a replacement door slab would be sufficient. ***** agreed that they would only paint the door frame and supply a door slab (without installation). These remedies will remedy the underlying issues that have been caused by water damage. We have reached out to the door manufacturer (Therma Tru) and they have informed us that their only responsibility is the door slab and side lite slabs, not the frame. ***** sources its frames from ************ (Duraframe) and installs ThermaTru door components in that frame. Given that ***** Millwork will not respond to requests for replacement of the door, we are reaching out to the door and frame manufacturers to see if there is a workaround to get this replaced for the homeowner. Once we have a response, we will contact the customer.

  Customer Answer

  Date: 10/29/2025

   
  Complaint: 24044347
  
  I am rejecting this response because it does not match the spirit of Zen's website that says "Providing two warranties surpasses industry standards, but we dont carewe want our customers to know that their investment is covered no matter what! With such thorough coverage, you can rest assured that once you pay to purchase and install your windows, you wont need to invest any more money in the coming years"

  Zen received my customer complaint 2 years ago; I expect them to take action that shows they acknowledge that their customers deserve better. *** needs to handle the replacement door at this point. Their response specified they have been working on and off to try to get this replaced with 3rd parties, which is just not good enough. I wish I had gone with a company that only offered one warranty. 
  Sincerely,
  
  ******* ******

  Business Response

  Date: 11/06/2025

  The 2 warranties relate to having a product warranty from the manufacturer and a labor warranty from Zen Windows, not that Zen Windows will cover areas of the product that the manufacturer doesn't. In most cases, our suppliers are very responsive, but ***** Millwork won't even respond to messages, texts, or emails. When we call, it simply goes to voicemail, and nobody gets back to us. We've contacted Therma Tru, and they defer back to ***** Millwork to cover the product. We've reached out to *********** (the manufacturer of the Duraframe door frame), and they are completely unresponsive. At this point, we will schedule a time with the homeowner to inspect the door and take measurements for a replacement. We will order a replacement door from a different supplier and pursue reimbursement from ***** Millwork, Therma Tru, and GM Products on our own.

  Customer Answer

  Date: 11/11/2025

   
  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

  Date:07/28/2025

  Type:Customer Service 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.

  In August of 2023 Zen Windows came to install our windows we had ordered through their company. We had been working with them since about January or February of 2023 on the ordering process. We ordered the Soft-lite imperial Elite windows with triple pane glass, and they were their highest rated windows they had available. We also ordered a side door and a sliding glass door. From the very beginning they were very helpful and I never got a feeling of being let down. **** (the owner) assured me time and time againwell take care of you Their website says a customer will never pay for the work until the work is finished and the customer is happy. Well, that certainly was out the window pretty early on. Well have Zen half the $$ shortly after the windows came in and the other half before the job was finished and we were satisfied which was a mistake on my part. I feel like this wouldve been resolved by now had I not given them all their money up front and waited until the job was finished and the windows latched as they are supposed to. Thats where the problem lies. We ordered 13 windows and only 4 of them latch properly. You can get a couple more to latch with a lot of manipulation but some wont latch at all. They are double hung windows and are beautiful windows but they dont close/latch properly. We called and have emailed and have txt back and forth many many times for the past 2 years. Weve heard, well come out and take a look (which they have) and fwd the findings onto Soft-Lite but NOTHING has happened. I truly question whether they have even talked to Soft-lite windows or if Im simply getting the runaround. ***** (installer) ****** (scheduler) and **** (owner) have all been to our home for this issue yet nothing has been resolved. Im tired of hearing one thing and them doing nothing about it. I spent ******** on windows and doors and for more than half of them to not close properly or latch properly is a shame!!

  Business Response

  Date: 07/28/2025

  Hi ****,

  I completely understand your frustration, and I can understand feeling like you're getting the runaround. We have been working back and forth with the manufacturer to resolve your service concerns for the better part of 18 months. We have had numerous conversations with customer service ***** our regional manufacturer's **** and manufacturer's service technicians. Many times, we've received incorrect parts. Recently, we were able to speak with the national service manager. We shared all of the pictures and videos, along with all of the attempted remedies along the way. After speaking with him, we were able to secure a replacement order for the sashes on all of your windows (except for the 4 in your living room - which we found to operate perfectly). He also shared some additional tips that we will be using for the sashes that currently slide up after pushing them down. We will provide you with weekly updates regarding the status of your service order and will place your service appointment to replace the sashes and remedy the service concerns at the top of the list as a high priority, so it's completed shortly after all the parts arrive. You are welcome to contact me anytime by phone, text, or email. We will get everything resolved for you as soon as we have the parts. Thank you.

  Customer Answer

  Date: 07/29/2025

   
  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,
  
  ****** (****) ******