Complaints

This profile includes complaints for Sun Windows Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sun Windows Incorporated

  1515 E 18th St Owensboro, KY 42303-1084

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  Sun Windows Incorporated

  PO Box 1329 Owensboro, KY 42302-1329

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:07/22/2025

  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.

  Windows were purchased by *** ************* a NC-based authorized dealer for Sun Windows, in Q1 2024. Those windows were installed in a new construction home and that home was completed in December 2024. Upon having HVAC issues with the home, I began investigating the windows because it seemed they were transmitting more light and heat than they should be. Comparing the quote and invoice to photographs I took during construction, the photographs clearly show that the windows installed do not match what was quoted and paid for. In all cases I have documented, and likely in all other cases, the windows delivered and installed are not as efficient and effective as the ones we were sold, according to the stated performance.
  
  My efforts to address this with *** and Sun Windows have been largely ignored. I spoke with **** ******* Sun Windows' Southeast representative based in Asheville, NC, and he was extremely rude and dismissive of my concerns and offered no solution. His behavior actually led me to investigate more and learn of the issues with all of the windows. I have actually contacted Sun Windows' headquarters and tried to get in touch with their leadership with no response. I have also tried to work with *** and they are unhelpful.
  
  My contractor has also struggled to get remediation from Sun or PBI. The stated explanation is that this was "human error" but the company has not offered to solve the problem or compensate me in any way.

  Business Response

  Date: 07/29/2025

  I’m responding on behalf of Sun Windows regarding *** ****** ******** complaint. The windows were purchased via *** Construction under order ******* and installed by *** ****** ************* All units were custom-built per specifications.

  Following installation, Sun and *** responded to multiple concerns:

  A service visit was made on March 10, 2025, regarding a leak.
  
  – A brand-new window was shipped at no charge on April 2, 2025—beyond our warranty.
  
  – On June 12, 2025, we reprinted and mailed updated NFRC labels for the full order.

  *** ******** complaint centers on an NFRC label mismatch. After review, we found one unit was mistakenly labeled with a sticker from a different job (order ********* manufactured just days apart. His “Great Room” window is line item 100-1 on his order; the incorrect sticker references item 1100-1 from another order. These two windows are not interchangeable in size or fit—this was a simple sticker mix-up during final assembly, not a product substitution or fabrication error.

  All units match what was quoted and ordered. Each window also has a laser-etched ID on the glass confirming the order and line number. The correct labels have already been sent to PBI, and we’re happy to provide an official certification letter confirming tested NFRC values, which are verified by a third-party lab and cannot be altered at the factory.

  We’ve acted in good faith, resolved the concerns raised, and stand by the accuracy and performance of our products.
  Sincerely,
  ***** ********
  Sun Windows, Inc.
  

  Customer Answer

  Date: 07/29/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Sun claims the issue is with one window, when it is clearly with two as I've shown, and probably more.

  At no point has the business been responsive to my inquiries, until now since you contacted them. I have contacted them via several methods, and they have not responded to my questions. I agree that the window had a sticker on it that does not match my window order, but at no point has anyone with either Sun Windows or their distributor, PBI, told me that there is a laser-etched marking on each window that can confirm the statistics. If such a marking exists, I would ask that Sun have someone come and confirm that the windows in my home match what I was sold. Despite my inquiries for several months now, no one at Sun Windows has offered to help me confirm that the windows are correct. Instead, they have been unresponsive and, in the one case that I did speak with someone (Mark Schluder, the southeastern rep), he insulted my intelligence and suggested I "get a hobby" rather than address my concern. At any point, he could have offered the information that Sun supposedly has uncovered in their investigation, or easier yet he could have told me where to find this laser-etched marking to confirm the windows are correct. If this marking exists, I would be satisfied if an employee would come show me those markings to confirm that the windows match what I was sold, or even send me an explanation of how to find this marking and confirm for myself. Imagine how a company has to operate for such a basic request to get ignored for months to the point that I feel the need to escalate it to this level. 

  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 07/30/2025

  Thank you for the follow-up. We’ve reviewed the new photo submitted by the homeowner; however, the image shows a partially torn NFRC sticker with the order number missing. As a result, we are unable to validate the claim that incorrect labels were applied to multiple units. Regardless, we’ve already sent the customer a complete set of corrected NFRC stickers with the accurate performance data from his order **********

  
  To further assist, we’d be happy to schedule a visit to the home to point out the laser-etched order number and line item located in the bottom corner of each window pane. This etching is a permanent manufacturing mark and clearly identifies the correct job and product specifications. While this information is easily visible and can be checked without a site visit, we are more than willing to send a representative at the homeowner’s convenience.

  
  Please let us know a suitable date and time, and we’ll gladly make those arrangements. We’ve also attached a sample photo showing what the etching looks like for reference.

  
  Sincerely,
  ***** ********
  Sun Windows, Inc.

  Business Response

  Date: 07/31/2025

  I tried to add the attachment to the conversation thread but was unsuccessful. Attached are the NFRC energy numbers for ** ******* job, printed directly from the database, which reference each window by line item number and its individual values, which match our quote, order, and products delivered. This should resolve ** ******* complaint. Could you please forward or attach to the thread, thank yo

  Customer Answer

  Date: 07/31/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  In their last response, Sun said etchings on each window can tell us whether they are the correct windows, since the stickers on windows do not match the order. Again here they ignored my solution of having someone either show the markings and tell how to interpret them or send a person to read and interpret the markings. Since they have never mentioned these markings prior to their last email, despite me asking repeatedly, I think the markings don't exist. Sending stickers that show what the windows should have been labeled is not helpful; the issue here is that the windows shipped and installed did not have those labels on them, but different labels. They should just guide us to the laser-etched markings. I suspect that they don't want to do that because they also think the windows may be incorrect, and that would open them to needing to replace them. If they can "resolve" the issue by repeating the same comments about the labels in the system matching the quote and the order, then they don't have to take the risk that they are actually wrong. 

  I will be satisfied if the company either sends someone to my home to show me the laser engravings and how to interpret them, or tells me where they can be found on each window so that I can do so myself. Until they agree to do so, I will conclude that they fear they have actually shipped the wrong windows and are evading confirmation to avoid taking responsibility. 

  
  Sincerely,
  
  
  
  ****** ******

  Customer Answer

  Date: 07/31/2025

  Complaint: ********
  I am rejecting the business's latest response because: 

  
  In their last response, Sun said etchings on each window can tell us whether they are the correct windows, since the stickers on windows do not match the order. Again here they ignored my solution of having someone either show the markings and tell how to interpret them or send a person to read and interpret the markings. Since they have never mentioned these markings prior to their last email, despite me asking repeatedly, I think the markings don't exist. Sending stickers that show what the windows should have been labeled is not helpful; the issue here is that the windows shipped and installed did not have those labels on them, but different labels. They should just guide us to the laser-etched markings. I suspect that they don't want to do that because they also think the windows may be incorrect, and that would open them to needing to replace them. If they can "resolve" the issue by repeating the same comments about the labels in the system matching the quote and the order, then they don't have to take the risk that they are actually wrong. 
  I will be satisfied if the company either sends someone to my home to show me the laser engravings and how to interpret them, or tells me where they can be found on each window so that I can do so myself. Until they agree to do so, I will conclude that they fear they have actually shipped the wrong windows and are evading confirmation to avoid taking responsibility. 
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 07/31/2025

  Better Business Bureau:

  
  

  I would like to reject the offer of Mediation for complaint ID ********.

  
  

  Regards,

  
  

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