Complaints

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  Excel Windows

  8049 185th St Unit D Tinley Park, IL 60487-9200

  
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  Excel Windows

  8049 185th St Tinley Park, IL 60487-9200

  

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:11/19/2024

  Type:Order 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 3, 2002, twenty three windows were replaced in my property in *******. Since then perhaps 2 occasions the windows were serviced. On or around November 15, 2024 I called to request service for a window that is not closing properly. I spoke with the manager and I was told that there is no record of the transaction that perhaps I used another company. Several times she tried and found no records of my purchase. Today I called them again because I found the contract with all the details of the purchase. She informed me that nothing can be done to fix or replace parts to the window because the supplier they used closed down after Covid and plus there is nothing in their system of the contract since many years passed by. I told her that this was completely unacceptable that I was not responsible for the upgrade in their computer system or that someone omitted or erased my purchase. She offered me an appointment for someone to go and check the window for a fee of a $150.00. First she said that is nothing they can do then she offered a free estimate after I refused to pay that amount, so conflicting! I told her to never mind that I was going to find another way to get this resolve. Again and again she said there is no records of the purchase despite I send a screenshot of the contract for the money I paid for. In their website it says windows are guaranteed for lifetime nothing in there specifies that if their supplier goes out of business they are no longer responsible. The house that I reside the windows are from the same company and they have serviced and replaced some parts, she alleges that there is no record of it. I told her that is not my fault that when they change/upgrade their system some information got lost.

  

  Business Response

  Date: 01/20/2025

  On or around November 15, 2024 I called to request service for a window that is not closing properly. I spoke with the manager and I was told that there is no record of the transaction that perhaps I used another company. Several times she tried and found no records of my purchase.  - The actual contract is under the name ***** ******* which is the reason that the office had no record of the window purchase.
   
  She informed me that nothing can be done to fix or replace parts to the window because the supplier they used closed down after Covid and plus there is nothing in their system of the contract since many years passed by. I told her that this was completely unacceptable that I was not responsible for the upgrade in their computer system or that someone omitted or erased my purchase. ****************** closed their doors in March of 2020 due to Covid.  We are unable to get most parts to repair the windows due to the fact that the majority of replacement parts are specific to each manufacturer.  The fact that Ms. ********* gave us her current name and not the name the contract was under is not the fault of our computer system which does not need to be upgraded. 
   
  She offered me an appointment for someone to go and check the window for a fee of a $150.00. After the copy of the contract showing ***** ******* was sent to our office, we had no problem finding her contract in our system.  Excel offers a 5 Year LABOR warranty and the manufacturer HAD a Lifetime warranty which unfortunately was no longer in place once they closed their doors.  After 5 years, we do charge a fee to come out to the property to assess the situation and do all that we can to help.  Ms ********* windows were installed over 20 years ago.  ***************** said that she did not want to pay the charge for the service call, she told the office that she would find another way to resolve the issue. 
   
  We will be happy to have our service technician come out to the property to see if we can adjust the window that is not closing correctly.  I will also be happy to waive the $150 service charge.  I do want to make it clear that we cannot order parts from ****************** because they have been closed nearly 5 years.
   
  Please have Ms ********* ask for either ***** or me if and when she calls the office to schedule the service call.
   
   
  Thank your for your time and please let me know if you need any further assistance.
   
   
  ***** *****
  Excel Windows

  Customer Answer

  Date: 01/20/2025

   
  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,
  
  ***** *********