ComplaintsforC & L Ward Bros., Co.

• Initial Complaint

  07/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My husband and I signed a contract with C&L ward on 2/17/23 for 4 new windows to be installed in the amount of $8,110.28. We provided a deposit of $4000.00 at the time of signing the contract. The windows were projected to be installed on 6/2/23 but were installed on 4/26/23 and from that point on it has been a nightmare. Out of the 4 windows installed, 3 of them were installed with damaged moldings around the windows, 1 of them had a cracked frame and 2 of them were not finished on the exterior due to them not ordering enough material. While we do understand things happen, this is excessive. We had to take time off work for the measuring to be done so that enough material could be ordered but that didn't happen. We had to take another day off work for them to come back out and replace all the damaged moldings they originally installed. After they installed the new trim they left a massive gap between the kitchen wall and window around the moldings. The gap was so big I would fit almost my entire hand behind it. I called immediately and explained the gap and the ants that were now coming in through it. Then we had to take another day off work for the window with the cracked frame to be replaced. I thought at this time they would also fix the large gap around the kitchen window but they installation crew stated they knew nothing about this. Then I had to request a supervisor to come out and inspect the completed work when the contract clearly states "upon completion of your project, a manager will perform a final inspection". When I mentioned this to the office they stated no, I would need to request it. On 7/6/23 the manager came out to inspect the window installation and when he arrived he said he was only told to inspect the kitchen window and that he would have to set up another appointment for another crew to come out and fix it. How many days of work do myself or my husband have to miss for this company? The manager never inspected any of the other 3 windows.

• Initial Complaint

  08/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a window replacement with C & L Ward on February 5, 2022. The price quoted for the window replacement was $2,634.23. I gave them a check for half that amount as a deposit ($$1,318) on February 5.I have tried calling them many times without response or an answer saying they would get back to me but never did. The first delivery promise was June 25, 2022. Later, another response of early September, then another date of late September to arrive in their warehouse without any promised installation date. I inspected the outside of the window today and the sill trim is tipped with possible glass slipping down (and out) any day now.HELP!

  

  Business response

  08/12/2022

  I spoke with our Chicagoland general manager & reviewed photos & to say the window is falling out is an exaggeration.In truth what happened was some capping came off & our service tech has it fully secured now. We do apologize for that inconvenience.
  We also apologize for the delays weve seen from our manufacturer over the past couple years (our industry is still feeling the effects of the pandemic as most industries are) but ******** Windows &Doors has agreed to expedite your window & we should have it very soon. The dark bronze you desire is a color that has always taken a little longer to get but were not satisfied with current lead times & were doing everything possible to speed things up for all clients.
  Lastly, & this is the one that bothers me most, we are SO sorry for dropping the ball on communication. Your initial project coordinator is no longer with the company & it took a little time to get our awesome new project coordinator up to speed on all client needs.
  Please accept our sincere apology your project is going to turn out great!

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Poorly installed roof. Installer were fired for poor quality service by C&L ward, we were told post installment. Have had leaks in home due to incorrect installation , mold and nails still surrounding the property. Had someone come out and were told it was not done correctly. Shingles are already lifting and parts are buckling. The piece of siding they touched is lifting off our home, allowing bugs to make their home. ****** the project coordinator, is always "away from her desk" when you call back after a negative conversation. And they want to assess your house and project with or without you home?

  

  Business response

  08/26/2022

  We sincerely apologize for the inconveniences faced during this process. As you know were in good communication & were working to get the last outstanding issue(s) resolved posthaste. We at C&L **** pride ourselves on taking all grievances seriously & making right any mistakes made. Errors do occur from time to time in this industry & we appreciate your patience & ***** as we strive to be better every day. 

• Initial Complaint

  04/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This nightmare began on 4/13/2021. I ordered 14 windows/1 sliding patio door with blinds ******** E-Series. I took advantage of their 5% discount if paid in full at the beginning of the project. BIG MISTAKE. I did this based on their "good" reviews and BBB rating. Supposedly, 49 years of experience. They "promised" me the windows/door for 7/22 knowing I was waiting to start a major reno to coincide with the window/door installation. I could have rescheduled the project, but they said July 2022. I asked if they had COVID delays and were assured by *****, salesperson, they did not and it was good that I submitted by order early in the window season. In July, ***, project manager, advised a delay to August. By then already had reno underway. August comes-no updates, so I called and was advised *** no longer with company and I would be "lucky" to get the windows by Sept/Oct. WHAT? Finally, they arrived in October, but the order was not complete-the doors did not have the blinds. They would order and come back with those. 2 subcontractors showed up to put in 14 windows/1 patio door in 2 days! They were ******* around and told me this was at least a 3 day job. They didn't finish the interior (unsecured frames falling off in the middle of the night) and no outside sealing or framing on windows or doors. It's October in the Midwest and the weather is getting bad. My contractors had to keep an eye on their "subcontractors" and kept telling them what they "forgot" to do! Then ****, a Supervisor, and *******, the owner, came out to assess. *******, says this should NOT have been *************, we'll take care of it. More done, BUT now the blinds for the patio door come in without the cords-ordered initially in April-still not here. So they put in the blinds that don't work and have to order more parts (2 blinds don't work correctly and door lock) around Dec. Now its ******************* no longer at company and *******, not answering my texts.

  

  Business response

  06/02/2022

  **************, I am so sorry about things not going smoothly with your patio door project. If you recall, the door you ordered was back ordered & then a temporary fix was installed while we awaited the blinds to go between the glass. The manufacturer themselves visited your home to install said blinds, & I cannot speak to how that went, but you were very pleasant & complimentary toward our installer team which was lead by *****. There have been unprecedented delays do to the pandemic & I'm sorry anything to the contrary was ever suggested. Again, we acknowledge some mistakes but this is not indicative of the way we do business & I assure you nothing like this will happen again, should you choose to give us another shot.

  Customer response

  06/02/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  Once again C&L **** is patronizing, incorrect and unable to take their responsibility of how they mishandled this whole project.  They initially misrepresented the wait time, by months, (This employee was gone too), then sent out an inadequate "team" of 2 men for 2 days to put in 14 windows and a patio door leaving it unfinished both inside and outside for months to the wet and inclement Fall weather until I called yet again.  ***********************, the owner, came out and said they shouldn't have left it this way and yet it still took a year to get it done "correctly".  The 2 men were day laborers and were not employees of C&L ****.  The patio door came without the blinds ordered, then they came out another time to put in the blinds, BUT no controls, so they had to return yet a YEAR later to put in the controls and finally finish the project.  They were out 5-6 times (Every time with more uninformed workers) BEFORE sending *****, who works for their ******** business, this is ILLINOIS, to finally take care of the remaining issues.  They even sent 3 packages to my house that weren't for this job that I held on to for months waiting!  Then I found out the employee that was my local contact was let go because he wasn't doing the job! 

  I finally had to call ******** directly and BBB to get this project finished after an entire YEAR.  My whole great room addition reno was completed in half the time, so lets not blame the current circumstances with labor.   Interesting that my friends that ordered Pella windows around the same time had a similar job done (10 windows 2 patio doors) with 4-5 men in ONE DAY.  The job was perfect and complete the FIRST time!  

  They need their BBB rating reviewed and decreased because they are certainly NOT an excellent rating.  They use it in their advertising.  I will never take "advantage" of the 5% discount and pay in full in the beginning again.  I wonder if I held up their payment for a YEAR how they'd feel?  They are certainly NOT a trustworthy or professional company at all and do not deserve the BBB rating.  Buyers beware.         

   

   

   

   

   

   

  
  Regards,
  
  *************************

*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. ↩