Complaints

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

close

Find a Location

Thompson Creek Window Company has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Thompson Creek Window Company

  4200 Parliament Pl Ste 600 Lanham, MD 20706-1882

  
• 

  Thompson Creek Window Company

  301 Dominion Dr Ste D Morrisville, NC 27560

  
• 

  Thompson Creek Window Company

  2564 Boulevard of the Generals Ste 100B West Norriton, PA 19403-5226

  
• 

  Thompson Creek Windows

  1801 Sara Dr STE O Chesapeake, VA 23320

  
• 

  Thompson Creek Window Company

  340 Hill Carter Pkwy Ste E Ashland, VA 23005

  

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:08/08/2025

  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 contacted Thompson creek for a new front door. I used them two years ago and had a great experience when we got our windows re-done. We made our initial choices for a door and signed contracts on June 23 and submitted information for a deposit. The project manager (**** ****) came out to do final measurements and do final decisions (paint, glass etc) which was on June 30. I chose the color but **** was not sure if the glass I chose was available or more money so said I would hear back in a few days from someone. I emailed him on July 7 to follow up with no response. I then emailed ***** **** who was another contact on July 11 to follow up without response. I left a voicemail for ***** **** on his cell phone July 22 without response. I called customer service the next week and was just asking for someone to get in contact with me so I could cancel my contract at that point, they said they would send an urgent message to ***** and **** to follow up and I never heard back. I called them the next week and they told me they saw ***** in the building and they will pass on the message to reach out to me personally, I asked what I should do if I dont hear back and she assured me that I would. I have not heard back. I submitted a formal complaint with the website last week with no response. I am now at a loss of what to do, I want my contract voided so I can make sure they do not process my deposit because in the contract it says if I cancel the agreement I could potentially lose my deposit.

  

  Business Response

  Date: 08/25/2025

  Good morning,

  Thank you for giving us the opportunity to address your concerns. First and foremost, we sincerely apologize for the lack of follow-up and communication you have experienced throughout this process. This is not the level of service we aim to provide, and we understand the frustration this has caused.

  After reviewing your order, we confirmed that the door was never placed due to outstanding questions regarding your selections and the need to ensure that all details aligned with your expectations. Unfortunately, our failure to follow up and communicate properly left these matters unresolved, and we take full responsibility for that.

  In accordance with your request for resolution, we will be canceling your contract with no penalty to you. Any funds that were collected as a deposit will be promptly refunded in full. Our team is also addressing the internal communication issues that contributed to this situation to help ensure it does not happen again.

  We greatly appreciate the opportunity to correct this and sincerely apologize again for the inconvenience and lack of responsiveness you experienced.
  Sincerely,

  ****** *****

• 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.

  Purchased a front door that opens outwards. The door lacks safety measures for swinging open when high winds and the door is damaged within 30 days. I have called the ** many times and the supervisor will not call back. This purchase was with satisfaction guarantee within 30 days. Not an ethical company as they failed to let the homeowner of safety issues for open outward door when asked? I am just glad it was not a child standing when the door swung out.

  

  Business Response

  Date: 08/05/2025

  Good morning,
  Thank you for the opportunity to address Ms. ********* concerns.
  Our records indicate that the product in question was installed on March 26, 2025. The door that was sold, measured, reviewed with the client, and ultimately installed operates as intended and in accordance with manufacturer specifications. Please refer to the attached addendum for reference.
  When fully engaged and secured, the door is designed to remain closedeven in high-wind conditions. Based on our assessment, any instance of the door opening unexpectedly would suggest it was not properly latched. At the time of installation, there were no reports or observations of any defects, damage, or imperfections to the door slab.
  Approximately two weeks following installation, Ms. ******* contacted us with concerns regarding the locking mechanism. In response, a Project Manager visited the home on April 18 to inspect and adjust the lock. The adjustment was completed, and Ms. ******* confirmed satisfaction with the function of the lock at that time.
  During this visit, Ms. ******* also brought to the Project Managers attention a dent that had appeared on the front door slab. Upon inspection, the Project Manager determined that the dent was not present at the time of installation and that the damage had occurred afterward. Based on our technicians professional assessment and observations of the surrounding landscaping, it is believed that the damage may have resulted from accidental contact with a rock or similar object. Attached photos are provided for reference.
  While this type of damage is not covered under the product warranty, we have offered to provide a replacement door slab as a billable service and extend a significant courtesy discount to help offset the cost. Unfortunately, the customer has declined this offer and insists that the damage be covered under warranty, which is not applicable in this circumstance.
  We remain committed to treating our customers with fairness and transparency, and we appreciate the opportunity to present the facts of this case.
  Sincerely,

  ****** *****

• Initial Complaint

  Date:07/14/2025

  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.

  On July 12, 2025, Thompson Creek debited our account in the total of $23,078.31 with an unauthorized transaction for final payment of a contracted project. The work is not complete, and Thompson Creek has apparently abandoned the project. We have nine windows that have not been finished on a total home window replacement project. The remaining windows are not sealed and do not have the final trim added. We have tried for over two weeks to contact Thompson Creek about the unfinished job. It began June 23rd and was planned by Thompson Creek to finish on June 25th, 2025. They did not finish, and we have not heard from the company since. We are seeking completion of the windows asap as our home has been sold and will close soon.I've attached as many photos as the upload will allow, and I also have the receipt from the unauthorized debit (will not upload).

  

  Business Response

  Date: 08/05/2025

  Good afternoon,
  Thank you for the opportunity to respond to *** and Mrs. ********** concerns.
  According to our records, the final balance on the project was processed in accordance with the terms outlined in the Custom Remodeling Agreement. Specifically, the Line D balance is due upon substantial completion of the work, which is defined as the point at which the project is sufficiently complete to allow the homeowner to use or occupy the space for its intended purpose.

  Since being made aware of the areas of concern, we have maintained open communication with the ********** and are actively working to resolve their concerns. At this time, we have a service appointment scheduled to install three newly fabricated full-flex screens, address any caulking concerns, and replace one window unit that was found to have a manufacturing defect. Thompson Creek remains committed to treating our customers with fairness and transparency, and we appreciate the opportunity to clarify the facts of this case and our continued efforts toward resolution.

  Sincerely,

  ****** Hudak 

• Initial Complaint

  Date:07/11/2025

  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.

  We had a ****** Jacuzzi Bathtub/Shower remodel installed by Thompson Creek on 6/21/25. There was a prior leak that we disclosed to the sales **** project coordinators, and the install team. Because of this, the bathtub/shower couldn't be used when the sales rep ***** *****) inspected and measured. He promised that when the install was done, the leak would be fixed, and we'd have a beautiful, working bathtub/shower. When installing, the crew made a hole in our kitchen ceiling, but the accident opened the area. They visually saw the leak and told us where it was leaking. When done, they said it wouldn't leak. However, after waiting 24 hours, when using the shower for the first time, water leaked through the patched kitchen ceiling below. We immediately contacted the Thompson Creek customer success department and left a message on 6/22. No one returned my call, so I called again on 6/23. I requested a manager after first being denied assistance. The customer success lead, ****** *****, agreed to look into it and the next day (6/24) called to say Thompson Creek would send a master plumber. She apologized and assured me they'd work as fast as possible to take care of it. I was told they'd call me back to schedule, but instead I received no further communication. By 7/3, I still had not heard from anyone since 6/24 about the status of the plumber and my calls to the customer success team continued to go unanswered. I called the Headquarters number and persisted on hold to speak to any manager available. Manager ***** contacted ******** manager, ******, and she said they were waiting to hear back from the plumber. ****** emailed and confirmed this. I asked to call the plumber myself, but she said communication is done through an internal system. As of 7/11, there has been no resolution; a plumber has not been scheduled as promised. Emails go unanswered. Tomorrow 7/12 will be 3 weeks since the install.If there's anything the BBB can do to help, we'd be grateful.

  Customer Answer

  Date: 07/12/2025

  Question:

  Were the names of people I spoke with at Thompson Creek removed from the complaint to protect privacy rights? 
  

  Thank you for your help. 

  

  Business Response

  Date: 08/05/2025

  Good morning,
  Thank you for the opportunity to respond to Ms. ********** concerns.
  At the time of sale, both Thompson Creek and Ms. ********* mutually acknowledged the presence of a pre-existing leak in the bathroom. This issue was disclosed and understood by all parties prior to the commencement of our installation work. As such, the resolution of this leak falls outside the scope of our contractual obligations.
  Following installation, Ms. ********* informed us that the leak appeared to persist and requested our assistance. In good faith and as a gesture of customer service, we have arranged for one of our plumber to assess the issue on Friday, August 8th. After the assessment is completed, we will communicate the findings with Ms. ********* and work together to determine any appropriate next steps.
  We remain committed to ensuring our customers are treated with fairness and transparency and appreciate the opportunity to clarify our position.
  Thank you,

• Initial Complaint

  Date:07/11/2025

  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.

  We had all new frames and doors installed by Thompson Creek in 2013, including two sliding doors and a front door. We chose this company based on its strong reputation, high ratings, and the advertised lifetime guarantee.Unfortunately, our experience in seeking warranty service has been incredibly frustrating. We now have a few repair issues that fall under the warranty, but weve been unable to get any meaningful response or assistance.I have called numerous times and have received a variety of excuses as to why no one is available to speak with me. Eventually, I was emailed a repair request form, which I have completed several times. Each time, I receive a confirmation message stating that someone will respond within 48 hoursbut no one ever does.Ive also reached out through ******** Messenger. While I do receive replies assuring me someone will follow up, no one ever ******* the caregiver for someone with Alzheimers, having a non-functioning back door has become a serious issue, affecting safety and day-to-day care. Im extremely disappointed with the lack of communication and follow-through from Thompson Creek, especially given the promise of a lifetime guarantee.I would appreciate prompt attention to this matter and a resolution to the ongoing lack of support.

  

  Business Response

  Date: 07/21/2025

  Good morning, we have successfully made contact with Ms. ***** unfortunately there is a variety of concerns involving the doors installed on the home. Based off on conversation, we have secured an appointment for August 1st. The technician coming out to the home will assess all materials installed and provide a comprehensive work order so we can ensure satisfaction on the return visit. Once the proper material list is provided based off the in person assessment, we will place the order and secure an return visit to resolve outstanding issues.

   

  Thank you, 

  Customer Answer

  Date: 07/21/2025

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ****
  
  

• Initial Complaint

  Date:07/10/2025

  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.

  Thompson Creek installed 11 new windows and 2 new doors for us in 2024. We were fully satisfied with the initial installation, the products, and workmanship. A couple of months ago, one of the windows developed a large crack in it. We contacted Thompson Creek and filed a warranty claim with them and sent pictures. They fabricated a new window and sent a technician to install the replacement window. When the technician arrived he stated that Thompson Creek had sent the wrong window and he could not install the incorrect replacement. We were never contacted by Thompson Creek about this failed service appointment. After several attempts to re-contact Thompson Creek, we finally spoke to a human being who looked at the notes from the service technician's visit and agreed that they needed to send a corrected window. Thompson Creek scheduled a follow-up service call, but no technician ever showed up in the four hour service window that they established. Once again, Thompson Creek never attempted to contact us after this missed appointment. After another several attempts, we were finally able to speak to someone at Thompson Creek and they scheduled a third service visit. When the technician arrived and looked at the window to be replaced, he informed us that Thompson Creek had again sent the wrong window for installation. Again, Thompson Creek never contacted us after this third failed service attempt. We have been trying to contact Thompson Creek for more than two weeks now, No one answers the phone in the ******************************** call back requests are never made.

  

  Business Response

  Date: 07/21/2025

  Good morning,
  Thank you for giving us the opportunity to address Mr. ***** concerns. Upon reviewing the service history, we identified that an additional appointment was necessary due to a clerical error. We have since contacted the customer, ordered the correct materials, and scheduled a return visit for July 28th. We look forward to completing the repairs and ensuring the ***** family is fully satisfied.

• Initial Complaint

  Date:07/10/2025

  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 have made repeated attempts to reach the company to have them come out and perform what should be a very simple task: close one of the windows I purchased from them. The model is a TC 900 Double Hung, VSDH, TCW-K--11. I have sent messages to them through their website and made phone calls but received no response. Because the window isn't closing I'm unable to use my home alarm system.All I want is for someone to come to my house and close the window,

  

  Business Response

  Date: 07/21/2025

  Good morning,
  We have successfully contacted Mr. ********** and scheduled a technician visit for July 22nd to reset the shoe. When cleaning windows, it is important to follow certain steps to prevent interference with the moving mechanisms. In this instance, we believe the sash will need to be reset to resolve the issue. While this is a process we can typically guide clients through remotely, Mr. ********** has requested an in-person visit. We look forward to the appointment on July 22nd and to resolving the window concern to his satisfaction.

• Initial Complaint

  Date:06/11/2025

  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.

  Merchant: Thompson Creek Windows Concern: We have an incorrect window installed and would like it to be replaced with the one ordered. Please find attached our timeline and outline of our issue: On March 28 our home was measured for 4 basement windows and a basement door. On April 11, 2025, ******* ****** came out to remeasure the windows that were originally measured on March 28th, an amended contract was created #********. This contract listed the location and the type of windows to be installed. On May 5, 2025, Thompson Creek Window Company came to **************************************************************************** to install a basement door and 4 basement windows. Upon completion of the installation, we noticed that the laundry room window was not the one listed on our contract. When the contractors came to put the windows in, they said they could not do that and put the window that is attached to this email. While the installation contractor was still there, we called Thompson Creek Window Company *************) and talked to ****** about the discrepancy. May 5th- talked to ****** (sent information, she said she would notify someone to contact us.) May 6th- no answer May 7th- talked to **** who took the complaint and said **** or she would contact us in a day or so. May 14th- talked to **** at 3:40pm. He said hed email management and someone would call in a few hours. May 21st- talked to ***** and he said he would send message to management. June 4th-Follow up letter to **** clarifying our issue with additional details of contract understanding and our expectation. No response from merchant to date.

  

  Business Response

  Date: 06/26/2025

  Good morning,
  Thank you for the opportunity to respond and provide clarification regarding Ms. ******** concerns.
  The original contract was signed on March 28, 2025, and included the purchase of one (1) 7900 Double Hung Window, three (3) 7900 Double Slider Windows, and one (1) Custom Entry Door. Supporting documents are attached for reference.
  Following the sale, during the pre-construction meeting, it was determined that due to the dimensions of the basement window openings, the configuration agreed upon in the contract would need to be revised. An amendment to the contract was signed on April 11, 2025, to reflect these necessary adjustments. The installation was subsequently scheduled based on these updates.
  The specific unit in question is a picture window that includes a dryer vent, which Ms. ****** has expressed dissatisfaction with. A photo of the installed unit is included for reference.
  We understand and acknowledge Ms. ******** concerns about the visual appearance of this window. Due to the dimensional limitations of the opening, the solution presented at the pre-construction meeting was determined to be the most viable option at the time. After further consultation with our manufacturing team, a slider-style window can be produced to accommodate both partial glass and the dryer vent in the dimensions required. 
  This revised unit has been ordered and is currently in production. It is scheduled to complete manufacturing on July 14, 2025, and will be ready for installation shortly thereafter. We have made attempts to contact Ms. ****** to schedule the replacement service, but have not yet been successful. Once we are able to connect, we will coordinate a service appointment to remove the existing picture window and install the new slider-style unit.
  We appreciate Ms. ******** patience and look forward to resolving this matter to her satisfaction.
  Sincerely,

• Initial Complaint

  Date:06/11/2025

  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.

  I am writing regarding the customer service I have received since 2024. I have called in multiple times and sent correspondence via the website but no one is calling me back.I have left several messages for ***** and spoke to ***** multiple times. To date, the sliding glass doors that was installed in my home is allowing moisture (rain) in and its damaging my flooring.Please advise how I can get this rectified and escalated. Do you need pictures of the current issue? I was advised I was under a warranty so Im not sure what else needs to be done. I have left messages for ****** Hudaack and ****** who is her direct report told me I cant speak to anyone higher than ******. I need a member of the senior leadership team to call me at or above Amandas level.

  

  Business Response

  Date: 06/27/2025

  Good afternoon,
  Thank you for the opportunity to respond to this customer's concerns regarding the sliding glass door installation completed in 2020.
  We have successfully reestablished contact with the customer and provided her with a direct point of communication to help ensure clarity and prevent any future miscommunication. An appointment has been scheduled for Monday, June 30th, during which a senior installation manager will conduct a comprehensive assessment of the door. Following this evaluation, we will determine and implement the appropriate next steps to resolve the issue.
  We are committed to delivering a resolution and appreciate the customer's patience as we work toward a satisfactory outcome.

  Thank you, 

  Customer Answer

  Date: 07/07/2025

  Hello, This is a BBB case against Thompson Creek. I have water damage due to a sliding screen door they installed. This is a follow-up to my previous case that was closed due to me not responding. The old case number can be found below. The company randomly scheduled for this week on Wednesday but did not check my availability or even give me a call regarding scheduling. Thanks!

  

  Business Response

  Date: 07/21/2025

  Good morning,
  We have successfully spoken with Ms. ***** regarding her warranty concern related to the sliding glass door installed in 2021. Following a thorough assessment by our senior installation manager, it was determined that the door frame requires replacement. A return visit has been scheduled for August 5th, and we look forward to addressing and fully resolving Ms. ****** concerns.
  
   
  
  Thank you, 

  Customer Answer

  Date: 07/21/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23566358
  
  I am rejecting this response because:
  
  
  Regards,
  
  ******** *****

  Customer Answer

  Date: 08/15/2025

  The door was replaced but the screen sliding door on the outside  is unable to be locked. The door is still not ?? fully functional and I have notified the business on 8/6/25 and 8/15/25.

  

  Business Response

  Date: 09/05/2025

  Good afternoon,
  We appreciate the opportunity to resolve this matter for Ms. ****** The original concerns regarding the product installed at her home have been completed.
  Ms. ***** has since reported that the screen door is not operating as intended. With this new information, we are in the process of securing a date for a technician to visit her home and assess the issue.
  Additionally, any outstanding invoices previously submitted by Ms. ***** have been reimbursed.

  

  Business Response

  Date: 09/05/2025

  Good afternoon,
  We appreciate the opportunity to resolve this matter for Ms. ****** The original concerns regarding the product installed at her home have been completed.
  Ms. ***** has since reported that the screen door is not operating as intended. With this new information, we are in the process of securing a date for a technician to visit her home and assess the issue.
  Additionally, any outstanding invoices previously submitted by Ms. ***** have been reimbursed.

  

  Business Response

  Date: 09/05/2025

  Good afternoon,
  We appreciate the opportunity to resolve this matter for Ms. ****** The original concerns regarding the product installed at her home have been completed.
  Ms. ***** has since reported that the screen door is not operating as intended. With this new information, we are in the process of securing a date for a technician to visit her home and assess the issue.
  Additionally, any outstanding invoices previously submitted by Ms. ***** have been reimbursed.

  Customer Answer

  Date: 09/05/2025

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******** *****
  
  

• Initial Complaint

  Date:05/04/2025

  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.

  No other way to put it. Install went fine. When I call, email, text for warranty service run around at every turn. They say they will schedule right away for evaluationdidnt happen. They say they will get it replaced right awayhasnt happened. Regret after the sale. Xavier * and ****** C are my two contacts. Unacceptable. Standing by for some ridiculous message about being sorry for the experience and to call some number that will fail to get a response. Multiple windows installed incorrectly and out of square...the company has ghosted us at this point.

  

  Business Response

  Date: 05/08/2025

  Good afternoon,
  Thank you for bringing this matter to our attention. Upon reviewing the concerns raised by Mr. ********** we acknowledge there was a delay in scheduling an additional service following the service installation completed at the home in February 2025.
  After the service, Mr. ********* communicated an additional issue to his assigned coordinator. Unfortunately, due to an internal oversight, there was a lapse in follow-up from our office. We recognize and regret this breakdown in communication.
  A member of our leadership team has since been in direct contact with Mr. ********** and we are pleased to confirm that the necessary service has been successfully scheduled for June 6th.
  We sincerely apologize for the inconvenience caused by this delay and appreciate Mr. ********** patience as we work to resolve the issue promptly.
  Sincerely,

  ****** *****

  Customer Answer

  Date: 05/08/2025

  This is accurate. I do not feel we should close this until the service is actually performed as the company has promised performance in the past and failed to deliver. Once the service is completed we can revisit the closing of this complaint. Ive simony received a promise to perform

  Customer Answer

  Date: 05/19/2025

  I most certainly did respond on the 8th of May and its in my file. I said it hasnt been resolved and I would like it open until its fixed. Theyve simply made an appointment. The windows are still not fixed. 
  Very Respectfully,
  
  **** Zuroweste 
  
  ************

  

  Business Response

  Date: 06/26/2025

  Good morning,
  Thank you for bringing this matter to our attention.
  According to our service records, during the visit on June 6th, the window sashes were successfully replaced and the casement window was adjusted to the customers satisfaction. A follow-up call was made on June 9th to confirm the resolution; however, we were unable to reach the customer and a voicemail was left.
  If there are any remaining concerns covered under warranty, we encourage the customer to contact us directly so we may promptly work toward a resolution.
  

  Sincerely,

  ****** *****

  Customer Answer

  Date: 07/18/2025

  [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 made by the business in reference to complaint ID ********, and agree it was finally dealt with.  The length of time, quality of customer response, and overall experience was not at all what Thompson Creek proclaims.  The item is fixed. 
  Regards,
  
  **** *********