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Business Profile

Home Improvement

Thompson Creek Window Company

Headquarters

Complaints

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

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Thompson Creek Window Company has 5 locations, listed below.

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    Customer Complaints Summary

    • 87 total complaints in the last 3 years.
    • 25 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/11/2024

      Type:Product 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 to seek your advice and assistance regarding a pressing issue we have encountered with Thompson Creek Window Company, which has not only caused financial distress but also significant inconvenience.We initially contacted Thompson Creek to install a glass storm door at our residence. On May 22, 2024, after receiving their estimate, we agreed to proceed and paid a deposit of $681. The agreement was that an additional $1,158.15 would be charged the day before the scheduled installation on June 11, 2024.Unexpectedly, on June 7, 2024, I received a voicemail from a company representative, *******************************, confirming that they would process the balance of $1,158.15. Please note that this was four days earlier than agreed. This transaction was made without our authorization, directly contradicting our explicit agreement and the usual business practices we discussed.Despite numerous attempts to contact the representative and the company to rectify this unauthorized charge and confirm the installation details, both my husband and I have been unable to reach anyone at the company. Calls to various listed numbers and emails have remained unanswered, and as of the scheduled installation date, no one from Thompson Creek has arrived nor communicated with us regarding the delay.Given these circumstances, we have filed a claim with our bank to contest both charges. However, we feel utterly helpless and are concerned that we may have been scammed. We are reaching out to you for guidance on how we can address this situation effectively. Any advice or support you could provide would be immensely appreciated as we navigate this challenging issue.Thank you for your attention to this matter. I look forward to your prompt response.

      Business Response

      Date: 07/08/2024

      Dear Sir or Madam,

      During the week in question, Thompson Creek experienced an enterprise-wide network outage and we were unable to access any of our software platforms for a period of several days. That outage was inclusive of our telecommunications platform. 

      This event made it impossible for us to honor our appointment commitments and rendered us unable to communicate with customers via phone, text or email.

      On behalf of everyone at Thompson Creek, I would like to sincerely apologize for any inconvenience or stress that we might have caused to the ******* household.

      However, based on our records, it appears that we issued a refund in full to the ********* on June, 19th.

      If the refund has, for whatever reason, not been received or if you are in need of any further assistance, please do not hesitate to contact your Customer Success Coordinator, *******************************.

      Respectfully,

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

      Director, Customer Success

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

      Customer Answer

      Date: 07/08/2024

      [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:05/18/2024

      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 2023-11-07 I signed a ~$5600 contract with Thompson Creek for a new front entry door. The sales rep configured the quoted door with features that helped make the sale possible - one-piece security strike plate, trim that matched what I currently had (I had recently had my outside siding and trim replaced, and it was like new), etc.The door was installed in approx. 4 hours on 2023-12-15. The project manager showed up towards the end and notified me that the inside trim I ordered was on backorder, and they would come back later to install. I noticed shortly after they left that there was a gap between the door and the jamb (you could see light coming through!). The ** came back and determined the door slab was warped, and they would have to order a new one. Also, no one-piece strikeplate ("on order").Email asking for a status to the project coordinator 12/22 went unanswered. Finally got someone on the phone 2024-01-11 and got an update. One (cold) month after the install a crew came with the new door slab - but no trim nor strikeplate. Sat in my driveway for 2 hours until the ** showed up saying they would have to order/reinstall a new jamb as well (basically redo the entire job) - then left. ANOTHER month of waiting and unresponsive project coordinators later, the new door was reinstalled 2024-02-19 - still no trim, no strikeplate, and STILL a gap!** came out on 2024-03-12 to work on the gap and install the inside trim (finally). Gap still persisted; followup texts 3-21 and 3-28; got a response saying looking into options (apparently there aren't any).Emails / calls to proj coordinators week befor Easter finally get a response 3 weeks later which I've taken to read that essentially the door that was sold to me is impossible to build. I replied back 2024-04-27 asking if that's an accurate statement, and to present me with options soon, It's 2024-05-18, I haven't heard a peep yet.I've had an unusable front door for over 6 months.

      Business Response

      Date: 06/14/2024

      Dear Sir or Madam,

      Thompson Creek Window Company is fully committed to finishing ******************** project as quickly as possible and to honoring the requests he has made regarding the preferred materials.

      We are now in the process of ordering the supplies and materials needed to finish the work to ******************** specifications.

      On behalf of everyone at Thompson Creek, I sincerely apologize for the misunderstandings and delays that have occurred and we will work diligently to correct any remaining issues.

      I will update this entry when we reach project completion.

      Respectfully,

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

      Director, Customer Success

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

       

      Customer Answer

      Date: 07/03/2024

      It's been a month since my last correspondence (6/14) with the customer success team.  I have not heard anything (except for the business's reply to this complaint) since then.

      Door installation project started in December of 2023, and is still incomplete.  Communication from this company is close to nonexistent.

      Business Response

      Date: 09/26/2024

      Dear *** or Madam,

      Our records indicate that the new door was installed at Ms. ********* home on 09/06 and the notes surrounding the installation indicate that everything was satisfactory to the client.

      If there are additional outstanding items in need of correction, please respond to this communication with an explanation of what is needed and we will dispatch a tech to take care of it as soon as is practical.

      Best Regards,

      *****

      ***** R. ******

      Director, Customer Success

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

       

       

      Customer Answer

      Date: 11/18/2024

      [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: 21729846

      I am rejecting this response because:
      I am not *** *******. 

      As a testament to the calamity of an operation being run over there, they seem to have responded to the wrong BBB complaint.


      Regards,

      ***** ******








      Business Response

      Date: 01/17/2025

      Good morning,

      It seems that my colleague, Mr. ******* submitted a response that does not directly address Mr. ******** concern.

      However, our records show that the entry door slab was replaced on August 14, 2024, and we have not received any further indications of an unresolved warranty issue.

      Thank you,
    • Initial Complaint

      Date:04/10/2024

      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.
      I am lodging a formal complaint against Thompson Creek for their breach of promise and service failures during my siding and bay window replacement project. Despite repeated assurances, Thompson Creek failed to involve me in a reimbursement discussion as promised upon project completion.Throughout the project, which was supposed to be completed on October 20th 2023, we encountered numerous issues, including a major crack left by the estimator, missed portions of siding installation, improper sealing leading to a hornet infestation, and multiple errors in bay window measurements and installations.When the job was finally finished on 4/5/24, 5 1/2 months after project was supposed to be completed called us the following Tuesday afternoon 4/9/24 for our "reimbursement discussion". Despite our extensive financial investment and requests for fair compensation, Thompson Creek offered only a non-negotiable $1,000 reimbursement without providing any explanation or itinerary of how this figure was determined. Furthermore, when I requested to speak with a higher authority, Thompson Creek refused.These actions demonstrate a clear breach of trust and failure to uphold promises. I urge the Better Business Bureau to investigate Thompson Creek's deceptive practices and hold them accountable for their actions.

      Business Response

      Date: 04/22/2024

      Dear Sir or Madam,


      Thank you for the opportunity to address Mr. ********** concerns in an objective setting. There are significant details missing from his complaint that are germane to the conversation and will demonstrate that Thompson Creek has provided much more in compensation than ********************** is revealing.


      First and foremost, we acknowledge that there were a number of mistakes and missteps during the process of completing Mr. ********** home-improvement project. We wish to reiterate our most sincere apologies for these issues and have always, and will continue to deal in good faith and with the intention of correcting any issues that *** exist now or in the future.


      However, to date, Thompson Creek has credited ********************** in the total amount of $3209.00. This compensation is the combined amount of the $2209.00 in payments that Thompson Creek made to ********************* during the period that completion of his project was delayed, and an additional $1000.00 that has already been credited to his account. We are unclear as to why he refuses to recognize these payments as part of his compensation and has, in the past, referred to them as waived payments which is wholly inaccurate. We issued checks to ********************** with the express understanding that these monies would be utilized in paying the financing entity and would be deducted accordingly from his remaining balance.


      We also reject Mr. ********** assertion of deceptive practices, and he offers no specific example for this baseless claim. While we fully admit to the delays associated with this project, to our knowledge we have fully corrected all issues, completed all work and, the ********** have received everything for which they were contracted with Thompson Creek.


      This is purely a dispute regarding what the appropriate compensation might be for the delays in the project and this dispute does not constitute any type of deceptive practice or malice of any kind.


      Having established the facts from Thompson Creeks perspective,we have, nonetheless, made a determination that we will, as an extension of goodwill, offer the ********** an additional $2500.00. If accepted, this would bring the total compensation paid out to $5700.00.This offer is contingent upon Mr. ********** signature on a settlement agreement to be drafted by the Thompson Creek Compliance Department.


      If ********************** wishes to accept this offer of additional compensation,he *** contact Thompson Creek through his assigned Customer Success Coordinator,and we will process the credit promptly upon receipt of the signed settlement agreement.


      We hope that this good faith offer will bring this matter to a prompt and amicable conclusion.


      Thank you for your time and attention to this matter.


      **************************
      Director, Customer Success
      **********************

      Customer Answer

      Date: 04/22/2024

      [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: 21555547

      I am rejecting this response because I am not satisfied with the response Thompson Creek made,and I would like to add some other details for the Better Business Bureau:

      Before my project started, we had an estimator come to our home. The estimator left major crack the interior of my bay window for measurements. I told him that I was not comfortable with him making these major cracks to my home as he wasnt going to fix it after. He said to me that it doesnt matter since this project is going to be finished in about 2 weeks from now. He also told me that the sales representative never put in the skirt fee for my bay window installation which would require an extra upcharge, which me and my partner questioned because we specifically to the sales rep to have our bay window look exactly like the one we have currently.

      During the week of October 16th,the team that came out to install new siding to our home missed the entire right side of my home. I called Thompson Creek the next day to ask that someone comes back out and finish this portion of my project, top which no one came out. During this time there was also an issue of them not properly seal the back of my home which allowed hornets to get in. On that Friday October 20th, I was supposed to have a bay window installed, however the frame of that bay window had a major crack in the frame that would have caused more problems to my home if it was installed. I was told that the rest of the siding and my new bay window will be coming at a to be determined date from my project lead.Apparently, my coordinator was fired from you and my project was lost slipped in the cracks. My billing from Green *** also started which frustrated me because I was promised by Thompson Creek that billing wouldnt start until completion of project,which  neither  the siding nor the bay window was completed.  I could not get a hold of anyone until about around December. They promised me and my partner that the siding and bay window  will be up in January. We also requested to have the minimum payments for the months of November December and January but also informed them that we will not acknowledge this as reimbursement at the end. Thompson Creek agreed to both the minimum payments and to have myself present with the compensation when project is completed . During this time our electric bill skyrocketed because of the cracks left by the estimator as well as we had a hornet infestation that we had to call an exterminator which they deemed the missing gaps in the back of the home to be the root and only cause of this infestation.

      When the siding was finished in January, the installer forgot to do the backyard again, so I informed him that he needs to do this as well. He told me that he would come back the next day,which I had to take off again for him to be in the back of my home. When the January Bay Window installation came up the bay window Thompson Creek brought out was too small for installation causing you all to reschedule with a proper bay window, resulting me to waste another PTO day for Thompson Creeks mistakes. We were informed that Thompson Creek will reschedule the bay window in February. In February, Thompson Creek installed a bay window into our home that was the incorrect measurements. This bay window was about a foot longer and wider than it needed to be causing our home to look like an absolute monstrosity. In addition to the bay window being too big, the sealing was improper causing so much excess caulk to bubble up in the seams as well as so many dents in the interior of our home.  When we expressed our frustrations with Thompson Creek, they brushed us off as a Lessons Learned,which was an exact line that our coordinator said to us. We did not want our home to be a ****** learned as this is where we live, and now I lived in a home that did not look correct. We were told that the next time we can install the bay window would be April 2024 which would be 5 months from when this project was supposed to be completed.

      The bay window was finally installed on Friday April 9th with an incorrect interior frame design that we agreed upon, but after the 4th incorrect installation trial of this project we just want this process over. But now there are still more issues in compensation. During this whole time since I made the initiative to contact Thompson Creek, we were assured that me and my partner would be able to discuss compensation with you all, however that never happened. Our Project Coordinator  called us and said the best Thompson Creek can offer us was a "$1000 settlement to our project and if you add up the additional reimbursement it totals up to $3209.00 total" which is nowhere near the number my partner and I were expecting. First, we had issues with the $3209.00 dollars total claim because Thompson Creek is taking account the minimum payments that we asked to be waived until the job was completed because as the contract we signed stated, that we would not have to start payment until completion of project; which the siding and bay window were done until April of 2024. When my partner and I tried to request more compensation for this effort or a price breakdown for the compensation we were denied both. We thought it was deceptive that Thompson Creek told us that they would not be able to give us a price breakdown or negotiate with them about our project. I also find it interesting that now Thompson Creek found an extra "$2500 as an extension of "goodwill" to add to our project even though before we reached out to the BBB they told us that we can not do better than the additional $1000.

      What has dissatisfied me the most out of all of this  me the most out of this entire thing was that we were willing to pay for the contract and we even put a $10K down payment as well as originally were paying 288% over the minimum payment amount to Green ***, each month for the first 3 months. As of 4/22/24 already paid 57% of the entire contract and all we were asking is for Thompson Creek to pick up their fair share of this disaster of a project because like we have sated before, all the mistakes have come from Thompson Creek.

      In addition, the $1000 that Thompson Creek said has already been credited to my account is false as I am still seeing the same promotional balance of $10,618.52 as of 4/22/24.

      Regards,

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








      Customer Answer

      Date: 04/24/2024

      Hello,

      Thompson Creek has reached back out to me and my partner for the new amount and showed me a breakout of what I will now be paying, which was also much more detail of how the remainder of my balance will be. At this time I agreed to the new payments and will no longer seek any further action from the Better Business Bureau. I wanted to express my appreciation for you all to take the time and hear my complaints that Thompson Creek.

       

      Take Care,

      *******

    • Initial Complaint

      Date:04/04/2024

      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 sent a salesman to my house who flat out lied to us about multiple things. I called to cancel my order and was assured by the company that theyd remedy the issues - and for some they did. The manager I spoke to continued to lie about their financing despite my confirmation that on that topic the salesman had not lied. Unfortunately, they will say anything to make a sale. While the windows seem mostly good, were waiting for a repair, their predatory sales practices make them a company I would never use again.

      Business Response

      Date: 04/15/2024

      Dear Sir or Madam,

      On behalf of everyone at Thompson Creek Window Company, I would like to sincerely apologize that **************** did not receive the experience that she expected and deserved.

      We would like to make a one time, good faith offer of a $1500.00 refund which we will process and mail to the customer promptly upon receiving notice of her her acceptance.

      Thompson Creek will cut and mail the refund check within 10 business days of acceptance.

      We appreciate the assistance of the BBB in handling this complaint and we hope that this action will bring this matter to a swift and amicable conclusion.

      Respectfully.

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

      Director, Customer Success

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

       

       

      Customer Answer

      Date: 04/15/2024



      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,

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

      Customer Answer

      Date: 05/06/2024

      I have not received the check promised. 

      Customer Answer

      Date: 05/15/2024

      I have yet to receive the agreed-upon settlement.

      Customer Answer

      Date: 06/26/2024

      I have not received the $1,500. 

       

      Business Response

      Date: 06/28/2024

      Dear Sir or Madam,

      Again, we offer our most sincere apologies.

      **************** is 100% correct.

      An offer was made of a $1500.00 credit and it does not appear that the credit memo was processed.

      We will process the refund with urgency and **************** can expect a check within the next 14 days.

      Respectfully,

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

      Director, Customer Success

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

    • Initial Complaint

      Date:03/01/2024

      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 had my ******* Creek window for less than three months.Out of 19 windows 4 sashes needed to be replaced.There is air infiltration throughout the entire home.We can feel the chill breeze as we sit in our home.Now that I completed the 20.000.00 payments. (Paid in full)I asked for an energy audit to be conducted by BGE with ******** Creek and it was denied by The ******** Creek Window Company ******** Creek Window Company will not answer any of my calls or emails.Do not purchase ******** Creek Windows

      Business Response

      Date: 03/18/2024

      Dear Sir or Madam,

      Thompson Creek has been aware of the complaint from ****************************** for a few weeks and has made multiple attempt to contact him in the interest of finding a resolution to his concerns.

      On Friday March 15th, we were successful in reaching ****************************** and have scheduled an appointment for our Senior Manager of ******************* ***********************, to visit his home and evaluate the stated issues.

      This visit is scheduled to occur on March 18th.

      Regarding the request for testing by BGE, Thompson Creek cannot arrange such a test and this type of test must be initiated by the homeowner/BGE account holder.

      I will update this issue following the visit to the ************* home by **************.

      Respectfully,

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

      Director, Customer Success

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

    • Initial Complaint

      Date:02/20/2024

      Type:Sales and Advertising 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.
      Prior to purchasing 10 new windows from my home, I specifically to the sales rep *************************** that I was only interested in purchasing windows if they qualified for the energy efficient tax credit. ************** assured me that all of the windows would be eligible and that I would receive the documentation necessary to obtain the credit at the end the year. Not only have some of the parts of the windows already broken but I just received a call informing me that the windows are, in fact, not eligible for the tax credit. I am requesting that they stop making this claim in their marketing materials and I will be working with a lawyer to file suit in small claims court for an amount equal to the credit

      Customer Answer

      Date: 03/08/2024

      No, there is currently no pending litigation

      Business Response

      Date: 03/18/2024

      Dear Sir or Madam,

      The eligibility requirements around the ***** tax credit are subject to change with each new calendar year and as such, Thompson Creek factory representatives do not make claims regarding the eligibility of our product.

      In past years, Thompson Creek's double pane windows had satisfied the requirements for eligibility pursuant to the ***** program.

      However, for calendar year 2023, the ****************** raised the standard of the necessary threshold for inclusion in the program.

      As a result, only Thompson Creek's triple pane windows qualify for the 2023 tax credit.

      **************** was sold the appropriate windows for his home taking into account the climate in which they were installed and the corresponding insulation needs of that climate.

      The purchase of triple pane windows would have raised the price of the project  by an exorbitant amount and therefore the tax credit and/or corresponding energy savings would never have closed the gap in price between the two.

      For your convenience, I have included the necessary reference for the current ***** tax credit regulations at the end of this communication so that you may consult your tax professional if you wish to do so. 

      Regarding the claims of broken window parts and/or other warranty related issues, Thompson Creek provides a comprehensive warranty and will promptly schedule a visit to the ****** home by one of our service technicians upon request.

      Simply contact Thompson Creek via phone and select the ****************** Department.

      We hope that this information will adequately explain the details of the circumstances around ***** Tax Credits.

      Respectfully,

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

      Director, Customer Success

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

                    -***** -Tax Regulation Number: 26 USC 25C.
                    -As defined in the Inflation Reduction Act of 2022 (IRA) ******* 117-169).
                    -Regulation was modified for home improvements placed in service after December 31, 2022.

      Customer Answer

      Date: 03/18/2024

      [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: 21320067

      I am rejecting this response because:

      While I have no doubt that **************** is accurately describing the company policy when he states that, "Thompson Creek factory representatives do not make claims regarding the eligibility of our product," that is exactly what occurred. If, at the time the contract was signed, I had been told that Thompson Creek could not guarantee whether the windows would qualify for the tax credit, I would not have selected them for the project. The tax credit was the sole reason that I elected to have the windows replaced in 2023. In fact, prior to the contract being signed, I received verbal confirmation from ************************* (a factory representative) that the windows would qualify. Regretfully, I did not get this confirmation in writing so while I am sure I will receive no compensation from Thompson Creek, I will never engage with them on any projects (including the remainder of my home) and I will make sure that all of my neighbors are aware of my experience. Additionally, I plan to contact my accountant to determine if he has other clients who were told the same thing. If I find this practice to be a trend, I will strong consider litigation at some point in the future.



       






      Business Response

      Date: 04/03/2024

      Dear Sir or Madam,

      While it remains the position of Thompson Creek Window Company that the products purchased by **************** do not qualify for an EEHIC tax credit based on the most recent modifications to the regulations, and further that no guarantee of eligibility for this program was stipulated or inferred in any of the signed documents related to the purchase in question, Thompson Creek will agree to offer a one-time refund to **************** in the amount of $600.00

      We acknowledge that misunderstandings do sometimes occur during the course of planning and executing a home improvement project. Therefore it is our strong preference to act with good will and to maintain positive relationships with our customers.

      The Customer Success Coordinator assigned to **************** account will be contacting him presently to work out the remaining details.

      We hope that this good faith offer will bring this matter to an amicable conclusion.

      Respectfully,

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

      Director, Customer Success

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

      Business Response

      Date: 04/04/2024

      Dear Sir or Madam,
      While it remains the position of Thompson Creek Window Company that the products purchased by **************** do not qualify for an EEHIC tax credit based on the most recent modifications to the regulations, and further that no guarantee of eligibility for this program was stipulated or inferred in any of the signed documents related to the purchase in question, Thompson Creek will agree to offer a one-time refund to **************** in the amount of $600.00.


      We acknowledge that misunderstandings do sometimes occur during the course of planning and executing a home improvement project. Therefore it is our strong preference to act with good will and to maintain positive relationships with our customers.


      The Customer Success Coordinator assigned to **************** account will be contacting him presently to work out the remaining details.
      We hope that this good faith offer will bring this matter to an amicable conclusion.


      Respectfully,
      **************************
      Director, Customer Success
      **********************

      Business Response

      Date: 04/04/2024

      Dear Sir or Madam,
      While it remains the position of Thompson Creek Window Company that the products purchased by **************** do not qualify for an EEHIC tax credit based on the most recent modifications to the regulations, and further that no guarantee of eligibility for this program was stipulated or inferred in any of the signed documents related to the purchase in question, Thompson Creek will agree to offer a one-time refund to **************** in the amount of $600.00.


      We acknowledge that misunderstandings do sometimes occur during the course of planning and executing a home improvement project. Therefore it is our strong preference to act with good will and to maintain positive relationships with our customers.


      The Customer Success Coordinator assigned to **************** account will be contacting him presently to work out the remaining details.
      We hope that this good faith offer will bring this matter to an amicable conclusion.


      Respectfully,
      **************************
      Director, Customer Success
      **********************

      Business Response

      Date: 04/04/2024

      Dear Sir or Madam,
      While it remains the position of Thompson Creek Window Company that the products purchased by **************** do not qualify for an EEHIC tax credit based on the most recent modifications to the regulations, and further that no guarantee of eligibility for this program was stipulated or inferred in any of the signed documents related to the purchase in question, Thompson Creek will agree to offer a one-time refund to **************** in the amount of $600.00.


      We acknowledge that misunderstandings do sometimes occur during the course of planning and executing a home improvement project. Therefore it is our strong preference to act with good will and to maintain positive relationships with our customers.


      The Customer Success Coordinator assigned to **************** account will be contacting him presently to work out the remaining details.
      We hope that this good faith offer will bring this matter to an amicable conclusion.


      Respectfully,
      **************************
      Director, Customer Success
      **********************

    • Initial Complaint

      Date:01/13/2024

      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 contracted Thomposon Creek the summer of 2020 to install 28 windows, which was estimated as a 1.5 to 2 day job. Later that summer they began work. Of the 28 windows multiple were incorrect sizes and could not be installed; this was identified only after they'd removed most/all of the original windows. This required windows (new and original) be repurposed to fill the holes in the wall rather than be installed as intended. The initial install was completed in one day. At the end we were left with a ruined security system (they took security sensors), unreasonable marks, dents, fractured drywall, ruined decrative trim, dangerous pieces of metal laying around, and chemical sprays laying around (we have 3 small children who found some of these items). Summer 2023, nearly 3 years later(!), the final windows were installed (approximately 20 total trips with incorrect windows, incorrect equipment, "tow-to-shore" assessments, etc) AND promises to correct/reimburse issues. Through these years we were assured they would make things right (i.e., pay for fixed security system, painting walls, etc) and we just needed to provide the invoices/estimates for these services. We provided these invoices over these years. In August 2023 they offered to settle our balance, in email without deadline, of approximately 6700. We responded with questions to which they provided 0 response. Come November 2023, we received a call from a debt collector noting we had been turned over to them for non-payment. They claimed we had been contacted multiple times and invoiced; there were zero attempts to contact/invoice us, we were actually ignored. This left us where we could either pay the collector or be taken to court where we'd end up spending equal or greater money fighting the dishonest claim and jeopardizing our jobs in the process. We ultimately paid 4000 to settle this and have the existing bills for repairing their poor install which they promised to cover.

      Business Response

      Date: 02/15/2024

      Dear Sir or Madam,

      Although it is ultimately the responsibility of the consumer to promptly pay off outstanding balances and, collection follow-up from Thompson Creek is regarded as a courtesy only, we acknowledge that there may have been a breakdown in the cadence and consistency of communication regarding this account. 

      In light of these facts, Thompson Creek is prepared to make a good faith offer of a refund in the amount of $2000.00.

      We appreciate the opportunity to address this matter and are hopeful that this good faith offer will bring this matter to a close.

      To initiate the refund, kindly contact ***************************, the Customer Success Supervisor that is responsible for the account. 

      Respectfully,

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

      Director, Customer Success

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

      Customer Answer

      Date: 02/23/2024

      Good morning,

      For awareness, we have reached out to the *** that Thompson Creek identified earlier this week.  Much as they did in November, they are NOT responding back out to us.  

      Separate, but related.  I realize I missed an important item in the initial message to BBB as well.  They nullified our warranty because of needed reapirs to a subset of windows that were actively leaking (lack of spray foam) during heavy rain.

      Regards,

      *****

    • Initial Complaint

      Date:10/22/2023

      Type:Delivery 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 ordered two storm doors last Novomber and they were installed in February 2023. I paid $1,500 for each door. When they installed them, the doors both have a removable glass "in case I want a screen in there." I told them I will never use a screen, I want a solid door. I was told someone would call me back about it because I ordered and paid for solid doors, and they delivered and installed the wrong ones. That never happened. I called again yesterday because I am not happy at all. You can see light through the top of both glass inserts which allows mosquitoes, hot and cold air to blow through. They told me their customer resolution team does not work on the weekends and someone will call me next week. We will see. I expect them to put in the solid doors that I ordered or get a full refund. I would have gotten higher quality doors from ********** for fraction of the cost.

      Business Response

      Date: 11/13/2023

      Dear Sir or Madam,

      Thompson Creek has ordered a new door for ************** and our coordinator has called to make her aware of that.

      We originally had a service appointment scheduled for 12/8 to install the new door, but, ************** requested that we move the appointment back to 1/12.

      Based on the conversation that took place today, 11/13, it would appear that ************** is satisfied with our response.

      Thank You,

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

      Director, Customer Success

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

    • Initial Complaint

      Date:09/25/2023

      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.
      Thompson Creek has verbally denied my request for a refund citing the 5 business day rescission clause of their contract and the long time period. I was denied on 9/25/2023 by a Customer Success Manger even though the company did not expend money or material resources on my part. I was led to believe by both the sales representative and my original project officer that the contract was good for a year without so much as a mention of a rescission period especially one of such short duration. In fact, when I last spoke with my project manager it was shortly prior to a major surgery when I first requested a refund. He cited the 20% non refundable amount to which I replied no materials or labor had been expended. It seemed a refund was possible but he stated the contract was good for a year. Still no mention of the rescission clause. I said I didn't know the outcome of the surgery or how long I would be incapacitated. Still believing I had a year to act on the contract I said I would wait until after the surgery. I underwent surgery followed by a rehab facility and home care. Also, when a technician came to measure for the windows I explained I did not have HOA  approval and he recommended not measuring until I was ready to proceed because that would immediately begin the production process an have a financial impact. Still, I was not told it was too late for a refund. In speaking with the manager today he cited lack of communication by me concerning my circumstances for commencing the window project. This is untrue. I have an email communication but most of the communication was via phone which I did not think I would need to record. The project manager was aware of the difficulties with the HOA process, which I do not know what would happen if I was denied by the HOA, and my unforeseen personal circumstances including but not limited to my impending medical. I believe the company in its zeal to sell were negligent in explaining the contents of contract.

      Business Response

      Date: 10/02/2023

      Dear Sir or Madam,

      Due to the unexpected and exigent circumstances surrounding this project, Thompson Creek has come to the decision that we will refund the deposit to **************** in full. Although the contract is nearly a year old, and Thompson Creek has been acting appropriately and well within the scope of the contract that **************** signed, this determination has been made in good faith and with the best interests of our customer in mind. **************** may expect to receive her refund sometime within the next 15 Business Days. We wish **************** well and hope that she has fully recovered from her surgery.

      Best Regards,
      **************************

      Director of Customer Success

      Thompson Creek Window Company

      Customer Answer

      Date: 10/13/2023

      [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:09/14/2023

      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 are seeking to terminate our agreement with Thompson Creek Window Company. After months of disputes and terrible customer service, we feel do not feel this company is capable of performing the work and we would like to avoid damage to our property. Below is a brief summary of the concerns we have expressed to Thompson Creek. As a customer they fall back on the contract and that we as consumers have no rights to terminate without financial consequences, that we feel are not appropriate. 1. During our meeting with the sales representative (Bunnen Lim) in May 2023, we were not informed that we were going to have to turn electricity off, for how long, when, or how much it would cost (Pepco $900) on the day of our siding installation. There was very limited communication about a lot of things, looking back now that should have been a red flag. At the time we had already completed 3 previous jobs with Thompson Creek, and although the previous work with Thompson Creek was not entirely smooth, we did feel we could trust the company with the current work. (Note- we previously had window replacements and during one of these occasions, Thompson Creek installers dropped a bathroom window into our brand new bathtub causing a hole in it, and then offered only to gloss over the damaged area in the tub, which is no longer even holding up today. We live with the damaged bathtub, that we will need to replace in the coming year. On a separate install they left our casing on our window chopped up without properly shaving it down or sanding it. It was a terrible mess.). We also were never provided any paperwork that detailed our plans for the project, or even any paperwork after the representative left. We had to ask Thompson Creek for paperwork from them, and it did not include the notes from our meeting with the representative.2. To add to the confusion and miscommunications, we had a number of questions for our Service Coordinator, *******************, and was emailing him throughout the early stages. All emails and phone communications went unanswered. Eventually we were able to get a hold of the Thompson Creek office to learn that **** was no longer with the company and that our new Coordinator would be ****************** 3. While we were working with Thompson Creek regarding our concerns for the Pepco costs noted above, we postponed the window and siding installation. Even though we postponed the installation, Thompson Creek still had the siding delivered to our home. Thompson Creek did not inform the delivery company, and we had to turn the delivery away. To add to the lack of communication, we also were not informed that the siding would be delivered. 4. When we agreed on a date (August 30) for the window installation, the Thompson Creek staff showed up to our house with a window order that was not the listed order on the installer's paperwork. The listed order was not correctly delivered, and remained at the warehouse. Then when we reviewed the listed order on the installer's paperwork we discovered that the windows on the order were not even the ones we had contracted for with **********. We had a discussion with ***********, Project Manager, about correcting this and scheduling a new evaluation for the replacement order. 5. The siding job was tentatively rescheduled to October 2023. On August 30th, ************ ***************** Company), dropped a dumpster on the street in front of our house, however in an inconvenient location (BLOCKING OUR DRIVEWAY) that makes it extremely difficult to get in and out of our driveway. On top of that, this plan of delivering a dumpster was never communicated to us, and the company left it and never said anything to us. When we discovered the dumpster blocking our driveway, we had to ask neighbors who left the dumpster, which is how we discovered the company name. The dumpster itself did not identify a company name (************) nor did it have any contact information on the dumpster. As a reminder, it was dropped off blocking our driveway on August 30th, and our siding work is tentatively scheduled in October. They planned on leaving a dumpster on the street, blocking our driveway, for more than a month! 6. September 12, our new Project Manager ****** met with us to resolve the issue with the window order (reminder- the windows they manufactured were not the windows we ordered). We provided ****** with our request.7. September 14, we received an email from **** at Thompson Creek informing us that they will do the work for an additional $2175 more than what we were originally quoted. This would include a fee of $827.46 to restock the windows that they manufactured incorrectly. Keep in mind they delayed our installation (we took time off work numerous days) and the mistake was made from Thompson Creek staff, and they expect us to pay a re-stocking fee for the incorrect windows. The quote came to us as an email, no official quote on a agreement/quote, that lists line by line the costs. This seems to be a theme with Thompson Creek, do not provide an actual quote, and do not provide the customer with anything in writing. In addition, to make things worse Thompson sent us paperwork for another customer (*********************, *****************************************in Gaithersburg) for our reference for the original work agreement. They cant even communicate with us the work that we are contracted with them, instead they provided us the contract for another customer. The communication and project management is just terrible. We are not able to move forward with a company that we have not had 1 positive interaction with for 4 months now. We fear this history will result in poor installation of a product we did not order. We do not feel that their stand that we signed an agreement and now we are obligated is one that holds merit. We believe we should have some rights in the matter as well. We paid a total of $1006.90 of a down payment. The balance was suppose to be 8539.31.  Now they want $10714.31 more from us ($2175 more than previously quoted).

      Business Response

      Date: 09/25/2023

      Dear Sir or Madam,

      Thompson Creek Window Company would like to respectfully dispute many of the details that have been provided by ******************** in this complaint. Furthermore, we will demonstrate that the preponderance of the delays in the completion of project stemmed from cancellations that were initiated by the customer. In addition, we will demonstrate by providing a detailed timeline of our team's interactions with the Morrisons' that they were well aware of the need to turn off the electricity in their home for the siding installation well prior of any work being initiated at their property. We we will also demonstrate that while the ********** were contractually obligated to pay for the electricity to be turned off at their home in order to safely initiate and complete the required work, Thompson Creek extended, and the Morrisons accepted a good faith offer to pay for half of the cost of ******* services in an effort to ameliorate these concerns. ******************** does not mention this fact in her complaint. 

      Below, please find a detailed timeline compiled from the notes created around each and every interaction with the ********** by the employee responsible: 

      PRODUCT SOLD: Siding,2-3LS
      TCW COST: 10,606.90

      HISTORY:
      Original Customer Success Coordinator: *******************

      Preconstruction visit to Home by Project Manager -6/2 (*************************)
      Customer was informed that they would need to turn off power for siding portion at this preconstruction appt.

      Customer set for initial install for siding/windows on 7/26-7/28

      7/10- Customer calls **** to reschedule appointment as he had some things come up. The customer speaks to **** about turning the power off with *****, asking for details, and is worried about the air being off all day and it being hot. **** confirms customer needs to reach out to *****- customer agrees. **** asks ***** to reach out once the power company is aware.
      Customer resets the installation for 7/31-8/1

      7/21 Customer calls in (now re-assigned to *************************) Customer states power company wants to charge them $900.00 - and would like to cancel the siding portion but continue with windows. *************************** CSC Supervisor offers the customer for Thompson Creek to pay half of the bill making a $450.00 credit. The customer initially declined that offer. ******* offered to waive the siding pricing from their contract, and only continue with the windows.

      7/25 Called the customer who now wants to postpone the window portion, which was rescheduled. The customer wanted to potentially cancel the entire contract, but because of the 20% restocking fee of the windows, stated they wanted to consult with their lawyer on the contract terms. Window Installation rescheduled for 10/26 to give the customer time for a decision.

      8/2 Customer calls in to state that now they would like to continue with the siding/windows. We kept our word and still offered $450.00 toward the electric bill. The customer agrees. Install set for 8/30-9/1 for siding and windows.

      Customer informs that they did not partner with ***** soon enough, and the 8/30 date would not work because they wouldn't be able to get power turned off. Window installation DID result. Here is how that resulted: (*********** Quality Assurance) Customer is not accepting the windows purchased.

      Customer Success Coordinator is scheduling a job visit with the measure tech ************************* and his Team Lead ***** to go out and speak with the customer. Customer claims the windows we installed were not agreed upon at the preconstruction appointment.

      We did erroneously leave a dumpster at the site, which was our mistake as they were not having siding completed at this time. I ensured the customer this was to be picked up ASAP, and followed up the next morning to ensure that we picked it up. This was due to the numerous customer changes regarding the siding.

      8/3 Credit memo completed for the $450.00.  Install reset for siding set for 10/4-10/5. Job Visit for window issue set for 9/12 (************************* Quality Assurance)
      Here is how that resulted:

      The cost of the 2 double sliders and 2 picture windows with a recase and 2 mullion removals at the cost of $5,485.00.
      There would be a restocking fee for the prior windows installed. The total cost that was paid for the original windows was $2,068.65 each at a total of $$4,137.30
      The 20% of that would be in the amount of $827.46.
      Notes from *****************************
      To recap. **. *** ********************* bought 2 three lite sliders to replace the 4 windows that comprised the opening on the side wall in their dining room. At the time of the purchase, they understood the 2 windows would not be large enough to replace the existing 4 windows due to the maximum size restrictions on the windows. The ********* were aware that when we installed the 2 windows we would pad in the opening. The sales rep even put a note in his header notes. 
      I went out and did the preconstruction meeting. I met with ********************* 
      ********************* was not at the preconstruction meeting.
      I reviewed with ******************** how the new windows would max out at 108 inches (just as the sales rep told them when they signed the contract) in width but that the opening was ******. We also reviewed the window heights.   ******************** understood, and we moved forward with putting the job in production. 
      When the crew showed up to do the installation, it was *********************, from what I understand, that shut them down. 
      Meeting with the ********* the other day, they now want to replace the 4 original with 4 new windows (2 double sliders and 2 picture windows) similar to what they have now. 
      I worked up some numbers last night on what this would cost. The list price for 2 double sliders and 2 picture windows with a recase and 2 mullion removals is $9142 ($5485 with 40%discount). Plus, whatever restocking fees we charge for the 2 three lite sliders.
      Please let them know the new price. If they decide to move forward, they will need to sign a CO. 
      They have admitted that they knew what they bought from the very beginning and the padding of the opening would occur because we cannot make the 2 three slides wide enough. 

      9/14 I called the customer and left a VM, sent via email the cost breakdown (informally in text)
      I also accidentally sent the customer the wrong Addendum and apologized.
      Customer requested an official documented quote which ******* provided via change order.

      Customer is still set for siding installation on 10/4-10/5
      The customer has not responded to ******** last email with the change order nor has the customer signed this CO. We are awaiting the customer's response on if they would like to continue with replacing the windows.

      Customer created a complaint on BBB,

      Below is what is stated on the amendment:

      This Contract Amendment is to reflect removing 2 Three Lite Sliders and adding 2 **** Picture windows, 2 **** double sliders and window carpentry. **** picture window (no grids): $892.97 **** picture window (no grid): $892.97 **** double slider (no grids, full screens): $1541.23 **** double slider (no grids, full screens): $1541.23 Window Carpentry: remove 2 mullions and recase opening with primed lumber, primed ranch 2-1/4 casing:$616.60 20% restocking fee: $1,000.55 Original Contract Price:$10,606.90 New Contract Price:$10,847.34

      As you can clearly see from this detailed timeline, Thompson Creek has acted in good faith and has patiently responded to the multiple change requests from the customer regarding both the timing and the scope of the project. When the ********** placed their order, the items indicated were manufactured by Thompson Creek and therefore the customer would be subject to the 20% fee to defray the cost of producing the stipulated windows and materials. At no time has Thompson Creek deviated from the contract that was signed by the ********** and, based upon these facts, we request that this complaint be dismissed.

      Thank you for the opportunity to address this issue.

      Respectfully,

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

      Director of Customer Success

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

      Customer Answer

      Date: 09/27/2023

      There are numerous important factual inaccuracies in the response to our complaint provided by **************** for Thompson Creek, and the overall tone of the response that implies we have been dishonest or not acted in good faith is very upsetting.

      Just before seeing ****************** response, we communicated to Thompson Creek that we wish to come to a fair price resolution to complete this project. If that can be agreed, we would be willing to withdraw this BBB complaint. We have not yet heard back from Thompson Creek.

      Pending that potential resolution, I will respond here and just focus on the most critical problems among the notes from Thompson Creek employees that **************** selected to include in his response.

      Siding:
      Most important, the problems and delays associated with the siding part of the project ALL originated because the Thompson Creek sales representative,**************** ***, said nothing about the potential need and over $900 additional project cost for having ***** turn off power. We met with him and signed the construction agreement on May 26, 2023. The first time we learned of the potential need for a power outage (but still nothing about the over $900 cost) was on June 2, 2023, when I met with ********************************* for the pre-construction meeting. This meeting of course was well past the 3-day cancellation window that our agreement allowed, so even if ****************** had given me some indication of the power outage cost and we decided not to go forward, Thompson Creek already had us locked in past the contract cancellation window. During all of this communication, Thompson Creek representatives never gave any indication of the added $927 cost of having ***** turn off power to complete the siding project (despite the fact that Thompson Creek regularly does this work in Montgomery County).  

      After waiting several days to hear from Thompson Creek about what day to schedule the power outage, we contacted ***** and finally learned to our shock that the project would cost $927 (almost 10%) more than wed originally agreed to. Once we learned of this, we immediately reached out to Thompson Creek who flatly refused to let us cancel the siding project without incurring a 20% restocking fee. ****************** response inaccurately states that ******* offered to waive the siding pricing from their contract, and only continue with the windows. This is NOT true.

      Here is the text of the offer made to us in an email from ************************* on August, 1:
      Option 1- We continue with the siding and window portion per original contract. Thompson Creek has agreed to pay half the price for the electric company to shut off power in the amount of $450.00. This amount would come off the balance that will be submitted to the financing company.
      Option 2- Cancel the siding portion of the contract, but keep the windows. The siding portion of this job is in the amount of $4,361.76.There will a 20% re-stocking fee from total contract which would be in the amount of $872.35 making the new contract price at $7,117.49. We would have you sign a change order to the contract and look at a new date for installation.
      Option 3- Cancel out the entire contract. The 20% restocking fee for the total contract would be in the amount of $2,121.38. Because you have already paid your deposit amount of $1,006.90 your portion left to owe would be in the amount of $1,114.48.
      Please let me know if you have any further questions, or if there is anything else I can be of assistance with.
      Best,
      *************************
      Customer Success Coordinator
      Direct Line: ************
      Department Line: ************

      So, no, Thompson Creek did NOT offer to waive the siding pricing. Thompson Creek only offered to cover $450 of the ***** bill…and since our other options from Thompson Creek were to pay either $872.35 or $2,121.38 to receive NOTHING, we opted to continue with the full project as proposed in Option 1 from *********

      Windows:
      Despite all the issues the siding project, we believed everything was on track with the window project until the day of installation, when the Thompson Creek installation crew arrived at our house with paperwork for a window order that did NOT match the dimensions we agreed to with ********** on May 26. The upper and lower windows were supposed to be different heights, roughly 2/3 (upper) and 1/3 (lower) of the overall window opening. The windows described on the installers paperwork showed two windows of exactly equal height, filling the window opening and .

      The installation crew actually had brought windows that did not even match the paperwork, and when the leader of the crew showed me the paperwork to explain the mistake and delay, I immediately told him that what the paperwork showed did not match what we ordered.  I then asked my wife to join us and, without telling her what was going on, asked her to describe the window proportions we were expecting.  She described the same 2/3 and 1/3 proportions I had expected and at that point the lead installer called for a Thompson Creek Project manager to come to our house. (My wife did not shut them down as ****************** writes, but simply confirmed these were the wrong windows). Thompson Creeks  ************************** arrived, we discussed the situation, and he seemed to understand our unwillingness to accept the incorrect windows. Several days later ****************** came again to our house to have detailed discussions about what size and type windows would go best in our space and we decided on the 4 window configuration currently noted on the Change Order.

      ****************** response about all this focuses on the width of the windows, and also seems to include some retrospective notes from ***************** where he tries to recall what he and I discussed at our earlier preconstruction meeting. **. ******** line from his notes is blatantly untrue: They have admitted that they knew what they bought from the very beginning and the padding of the opening would occur because we cannot make the 2 three slides wide enough.

      Yes, ********** and ****************** did note the need for some padding on the sides because of the width issues, although they did not describe the extent of it as clearly as ****************** did when he visited.

      BUT we rejected the windows Thompson Creek wanted to install because the HEIGHT proportions were not what we had agreed to. Despite this fact, Thompson Creek now wants us to pay over $1000 as a restocking fee for the incorrect windows.

      As I noted above, we would like to find a resolution to all this that can complete the project and allow both sides to get what they should. We are willing to pay for the windows and siding that Thompson Creek will install, but we should not be expected to pay a restocking fee for windows we did not agree to.

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

      Business Response

      Date: 10/03/2023

      Dear Sir or Madam,

      We have offered compensation to the ********** as an extension of good will and good faith.

      The ********* have accepted our offer and have committed to withdrawing the complaint.

      If there are any further updates, we will provide them in a timely manner.

      Respectfully,

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

      Director of Customer Success

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

      Customer Answer

      Date: 10/10/2023

      Hello,

      I am following up to confirm that we and Thompson Creek have agreed to an arrangement that addresses our concerns and will result in the projects going forward. Once we are able to sign the new paperwork that reflects our agreement, we intend to follow up with the Better Business Bureau to withdraw our complaint.

      Thank you,

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

      Customer Answer

      Date: 10/25/2023

      Hello,

      We are writing to inform the Better Business Bureau that we and Thompson Creek have reached a satisfactory resolution to our situation, and we would like to withdraw our complaint from the BBB system. Please let us know if BBB needs anything else from us to process this resolution.

      Thank you,

      ***** and *****************************

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