ComplaintsforReliable Window & Siding, Inc.

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Reliable Window & Siding *** pulled permits to perform the work on my home but never scheduled rough inspections or closed out the permits with my town. They were paid in full and the permits are listed on the invoice. They will not respond to any of my requests to schedule inspections to close out their open permits on my home.I would like for Reliable Windows and Doors to complete and complete/finalize the permits they pulled for doing work on my home that I paid for.

  Business response

  05/19/2023

  Hi *****,

  We were unaware that the permit was never closed out when we realized it had not been closed out we scheduled an inspection on 2/14/23 and had no heard anything from the building department till 5/16/23 so we had assumed it was all set, we are waiting for the electrician to have his permit closed out so we can then have ours closed 

  Thanks,

  *****

• Initial Complaint

  10/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered windows back in March 2022, they were supposed to arrive in June, then July, then August, then September etc..... Still not in...NOW IT'S THE END OF OCTOBER!! I still don't have most of my windows. In September, the Owner at Reliable, told my contractor they were in and the contractor could pick them up. The "Owner" took payment in full for my windows. My Contractor sent his guys to remove my old windows, after he paid the "Owner" and they had picked up a few of the windows. WELL, come to find out, only 5 of the windows were in. 2 of the ones that were in are the wrong size. So, now the temperatures are down into the 30's at night and I have plastic and plywood over the large holes from the missing windows. In September, the "Owner" said the missing windows, with the replacements, would be delivered on 10/21. Now, once again it has changed to some time next week. I am considerably upset and I was trying to get my point across to the "Owner" and she hung up on me saying she is 'done helping me and will not help me to get my windows'. I am freezing and at the end of my patience. Of the 5 windows that were in....the bay window with 4 window sections has three sections that are cracked, 2 of the windows have broken mechanics and do not open/close and the last 2 were the wrong size. Pretty "Reliable" I would say.

  Business response

  10/30/2022

  I want to start off by saying we are not your contractor you hired someone else to but install the windows and they then bought them through us, they placed an order through us and the order was not placed by them till months after March 2022 so if you were told they were ordered sooner you were lied to. No payment was exchanged between us the only payment we received was from your contractor. We contacted the manufacturer we were told the windows were in so we so we told your contractor they could go pick them up when your contractor arrived the manufacturer told them that they could not find all of the windows but your contractor still proceeded to remove the windows anyway which you contractor told me was his mistake. Regarding wrong sized windows that has nothing to do with us we are not the ones who measured them we were provided sizes by your contractor, and he verified those were the correct sizes, quantities and specs for all windows multiple times via email. You were informed the original expected delivery was 10/21 but you were also informed that that was the expected date not the exact date we are not the manufacturer and did not make the windows, when the windows leave they manufacturer they are to be signed off leaving me to believe they were damaged in transit to your house or during installation. It is up to your contractor to inform me of any broken glass or parts because we are not installing them. You were never hung up on and we have talked multiple times on the phone regarding issues with your contractor. You hired a contractor who on his website does not advertise that he does any of this type of work and did not know the difference between the screen and window size on the sticker on the window. I will contact the manufacturer regarding the broken glass and parts if you need anything else please contact your manufacturer and he can contact us as he is the one who purchased and installed the product we were only given sizes, specs and quantities from them 

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered 2 windows, a single door and a slider to be purchased and installed by relatable door. At the time of install I was told the job was complete and when I checked all the doors the slider was locked. The rep told me it needed time to settle before opening. Hours later when I tried the door it was not opening or closing correctly. When I called reliable the manager ***** told me the frame was broken and they would need to replace it. When I asked why I was told it was all set she said the rep was mistaken. The owner came To the house to assess the door and stated the frame was not broken and needed the be broken in. I expressed by dissatisfaction to ***** and weeks later it still had not resolved. I contacted reliable on 10/21/21 explaining my concerns and asking for resolution. I never heard back until 3/17/22 when I received an email from ***** demanding payment for the work that was complete and said we could pay for the slider when the warranty door came in. I have no explanation as to what is actually wrong with the door. Did not receive any resin se as to when the door will actually be fixed or why we are going through warranty when the door that was installed is broken. Reliable has had lack of communication and no resolution for this in 5 months. Outside of the horrendous customer service, the services I have contracted them for has not been completed within the Agreed Upon time frame. At this point we have paid a $1509 deposit to reliable. They are requesting another $1200 at this time for the other parts installed and are saying we can pay the other $1900 for the slider when it is replaced. I dont feel anymore of the job should be paid for until it is actually completed. I have been unsuccessful in my attempts to communicate with reliable.

  Business response

  03/31/2022

  Hi when Rob had come out to check if the door was defective, yes he had thought if had just needed to settle as most new doors do and a new frame was not needed. I apologize that we had missed the last email you had sent on 10/21/21 since we had missed that and not heard anything else we thought the door was settled as it seems it has still not settled the frame will be replaced 

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