Complaints

This profile includes complaints for Rite Window™'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Rite Window™

  7 Roessler Rd Woburn, MA 01801-6208

  
• 

  Rite Window

  41 Industrial Dr Ste 9 Brentwood, NH 03833-4598

• 

  Rite Window of Aston

  13 Mount Pleasant Rd Aston, PA 19014

  

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:07/29/2025

  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.

  I had a roof installed by Rite Window in 2017. Rite Window was just beginning to offer roofs, and asked within the Company if anyone needed a roof so that the Company could film the installation. They would charge cost to the employee. (At that time I was employed by Rite Window.) On the day of the installation, the owner of Rite Window, *** Castonguay, arrived at my home with a drone to film a full installation day. *** assured me that while paying |"cost" for the roof, there would be a warranty. The warranty was 50 years on the shingles and 25 years on ****/algea.**** began growing on the roof. I called Rite Window 7 weeks ago, at which time they informed me that they no longer sold roofs and that they couldn't find me in the database and wouldn't cover the warranty. After pressing for 3 weeks, they said they would have the roof manufacturer (they weren't sure who that was until I told them ***** Corning. That was 3 weeks ago. I've called 3 times in the past week and on one has returned by call. Rite Window is NOT honoring the warranty. And to complicate the matter, Rite Window was sold to a private investment group, Renuity.

  

  Business Response

  Date: 07/30/2025

  We had spoken with **** several times. As mentioned, at time of his roof - which we have no contract record of within our CRM system - he was an employee and received the product and installation at cost as we were testing the new product line for us. With that being said, the warranty that would be active for **** is with the manufacturer, which he states was ******************, not with Rite Window. There is no legal or written documentation that Rite Window, nor Renuity, would cover any warranty or service work as we have no record of sale with ****. If he is able to supply any written documentation, we would be happy to review. 

• Initial Complaint

  Date:05/08/2025

  Type:Customer Service 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.

  Rite WIndow replaced all the windows in my home. The screens I had added were made of a material that was not to rip. One of the larger screens has ripped. The products are 100% guaranteed under the warranty. I have been trying for weeks to get a representative to speak to me but they just give me the run around online and via the phone message system. Example of internet chat:Hello. Welcome to Rite Window! I am a Live Person here to help.11:30am Other 11:30am Sure. How may I help you?11:30am I need a screen replaced that ripped. You just disconnected me??11:31am I am sorry I will have to get this information for you.Can we email or text you the answer to your question? I can also have our office connect you by phone.11:31am ******** ******, ****************** 11:31am ************ ******************************************* was the job site location 11:32am Got it. Are you authorized to help make purchase/service decisions for the property?11:32am Yes No I hYes!11:32am Alright. In case an in-person meeting is required to provide an estimate, what is your preferred time?11:32am I spent over $25,000 dollars and I need a replacement screen. I have been getting the run around for weeks!What???11:33am I apologize for the inconvenience. I have forwarded your information to our office and you will be contacted as soon as possible. Is there anything else I can help you with?11:33am *********** I am going to the BBB You have given me the run around for weeks 11:33am All of the information will be provided, once you are contacted by the office. Thank you for contacting Rite Window.11:34am No one ever calls me!!!It's been weeks of this I'm making a complaint with the better business Bureau 11:34am The chat session has ended.11:35am I will include a note that you're contacted as soon as possible. Thank you for contacting Rite Window.11:35am Disconnected I would like a replacement screen that is under warranty.

  

  Business Response

  Date: 07/29/2025

  This complaint was received on 5/8/2025. Based on our CRM system, we do not have any phone calls into our call center from ******** after the appointment was confirmed, on 9/7/2022. Unfortunately, the Design Consultant that she may have been reaching out to has not been with our company for multiple years at this time and I could not find any records from our inbound side that we received any service requests. However, on 5/9/2025 we did go out to service the screens that she requested, covered under her warranty. 

• Initial Complaint

  Date:12/28/2024

  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.

  We contracted Rite windows to make and install windows in our home. We kept same size and style because we did not want to paint our home, this caused for additional expense due to the custom sizes. The salesman assured us that it would be a seamless replacement as they are custom made and the Rite windows install team were top notch and that Rite windows believed in their product and stood behind it 100% including the best guarantee in the industry . We chose this company due to their reputation and the assurances we received and chose to spend far more than we would have by changing out the style to get a more modern look, because we would not agree to paint our home (the paint is unfortunately unmatchable and very important to my partner to remain) The install was delayed by weeks and there was poor communication, when the install team did arrive they were personable and likable but thats it. They didnt have a permit, told us we didnt need one, so one was pulled only after I insisted. They didnt have the materials, we had to supply them( and even had to drive their truck to go pick them up because the installer was unlicensed) one of the crew struck our basketball hoop, causing damage. They set up a tent that the wind gusted and flung it onto our vehicles, scratching the paint. They did not replace the window mounts, when we spoke up, they made cheap braces (with our materials) and filled the gaping holes with caulking. The windows did not fit seamlessly, and rather than do correctly, they filled with chalking that dripped all down our house, taking the paint off when scrubbed clean. The company later told us they subcontracted this crew, it wasnt even Rite windows. We have asked for install to be refunded and cost of professional paint and basketball hoop and to fix the install (the bay windows are poor and drafty) and compensate for the materials we supplied, they will only offer ***** (paint quote with a no longer available discount).

  

  Business Response

  Date: 07/29/2025

  We are looking into this matter and will be reaching out to **** as soon as we have some additional details from our internal team. We do not have any record of the issues within our CRM system regarding these installation issues. 

  Customer Answer

  Date: 07/31/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  **** ******