ComplaintsforParamount Home Improvements

• Initial Complaint

  10/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Paid deposit for widow install windows never received. Company sent me a noncashable refund check almost a year later

  Business response

  10/03/2023

  Thanks for sending me the customers concerns

  windows were ordered in a timely fashion but as we all know, supply chains have continued to cause delays

  even though we are entitled to fulfill the contract we have elected to refund her down payment and will be sending a check out this week

  we did offer ************* a substantial discount she refused the offer so a replacement check will be sent

   

  Thank you

  ***********************;

  Business response

  10/14/2023

  Thanks you for notifying me. We sent a refund check to the customer even though we were not required to do so by law. Please discard this complaint as it was not warranted

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

  pres;

  Customer response

  11/07/2023

  They did send me a refund check that was no good when I tried to cash it. When I called them after going to the bank to cash the check, I was told I was harassing them. I called back a week later and the person I spoke with issued me another check which I was able to cash a little over a week ago. 

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased an entire house of Windows last October 2021 and a new front door with panel. We first had ******** come and give us a quote and they had a similar cost but they could not get us installed until July 2022 so we went with Paramount Home Improvements. The sales rep promised installation by Christmas 2021 but after several attempts to get a status update we finally got word that because of Covid the install would be pushed back. It was strange that ******** was up front on this but not our sales rep. I believe they knew this and used early install to get a sale. The most disappointing aspect of this whole experience is the lack of return calls and feedback for months.So we got the windows install on Saturday, April 9, 2022. The installers were nice and did a great job. There were there all day Friday and half day on Saturday.We do have some issues with a few of the windows which we called the *****, ** office and told a couple months ago. *** (office) came and looked them and blew it off as that is how they are. You don't want it too loose. The one window in our bedroom lost a s**** and we have to keep a cup in it so it doesn't fall. We have a couple windows that are very hard to open, several that don't open as far as others. In fact, we use to have a window A/C unit but had to return it because the window would not open far enough. A window in our living room won't lock. If we had bought cheap windows then I would expect these issues but we paid around $11k and still have faulty windows.Additionally, **************** offers a rebate for new windows. I submitted the paperwork and they said the pink invoice isn't detailed enough. ICF is the company that processes. Since the above was written 8/26 we have called two more times with no response.11/4/22 The above complaint was closed after the company promised a resolution. They have not reached out. We have called them several times.

  Business response

  11/12/2022

  Thanks for sending the customers concerns.

  I will have my service man contact them and set up an appointment to inspect and do any service that is required

  Unfortunately we are behind schedule due to lack of workers but we are getting caught up with a new service person

  Respectfully sent

   

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

• Initial Complaint

  11/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  see Attached document

  Business response

  11/03/2022

  Thanks for sending me the customers concerns

  Please note that I have tried to return a call from ************************ at least 6 times. She has no voice mail to leave a message and as a result I can not find out her issues.

  if there is a problem I will take care of it asap but she needs to answer the phone

  I believe this complaint is unfair and sent to you and it should be removed from my record.

  I will attempt to call her a few more times but if she does not answer the phone maybe she can send me a note about the issue so that I can address it

  Respectfully

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

  pres;

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Here is an email that we just sent to the president of the company.We purchased an entire house of Windows last October 2021 and a new front door with panel. We first had ******** come and give us a quote and they had a similar cost but they could not get us installed until July 2022 so we went with Paramount Home Improvements. The sales rep promised installation by Christmas 2021 but after several attempts to get a status update we finally got word that because of Covid the install would be pushed back. It was strange that ******** was up front on this but not our sales rep. I believe they knew this and used early install to get a sale. The most disappointing aspect of this whole experience is the lack of return calls and feedback for months.So we got the windows install on Saturday, April 9, 2022. The installers were nice and did a great job. There were there all day Friday and half day on Saturday.We do have some issues with a few of the windows which we called the *****, ** office and told a couple months ago. *** (office) came and looked them and blew it off as that is how they are. You don't want it too loose. The one window in our bedroom lost a s**** and we have to keep a cup in it so it doesn't fall. We have a couple windows that are very hard to open, several that don't open as far as others. In fact, we use to have a window A/C unit but had to return it because the window would not open far enough. A window in our living room won't lock. If we had bought cheap windows then I would expect these issues but we paid around $11k and still have faulty windows.Additionally, **************** offers a rebate for new windows. I submitted the paperwork and they said the pink invoice isn't detailed enough. ICF is the company that processes. Since the above was written 8/26 we have called two more times with no response.

  Business response

  09/14/2022

  Thank you forwarding the customers concerns

  We did speak about this service issue and we have a service man calling to set up an inspection to see what the problems are and probably fix anything while we are there. We are just running behind due to lack of workers but this will be handled within the next 14 days or less

  Respectfully

   

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

  pres;

  Customer response

  09/14/2022

  [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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. 

  Additionally we need Paramount to respond to ICF a partner with **************** to provide invoice details for a consumer rebate.  The number was left a Paramount's voice message system but here it is again.  Their number is **************.  Their email to provide the detailed invoice is ***************  This also needs to be performed before we will consider this complaint resolved.

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

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I first contacted Paramount in July 2021 to repair windows under warranty. They came out on July 21 2021 to inspect for repairs and required a check for ****** for service fees. Check # **** was given at that time.After waiting several months for replies with no response to phone calls, I reported them to BBB on 4/1/22. You had contacted them, and they responded with a promise to repair. I had two calls with them, and nothing was done. And again no response to my calls. On 8/22/22 I sent a registered letter to cancel the repair order and to refund the $****** service fee. No response. I called and left a message on 9-1-22 reminding them to return my check. No response.

  Business response

  09/10/2022

  Thanks for forwarding the customers concerns

  I have tried to find the correct parts for her windows but unfortunately I cant

  I did authorize my accountant to cut a check for a refund and I am sure that was done. If not I will personally make the refund and have it delivered to the homeowner

  respectfully

   

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

  pres;

  Customer response

  09/13/2022

  [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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last complaint #********. Have filed several complaints now trying to get resolution. I need to have a piece repaired that broke when tilting the window in to clean it, which is covered under warranty, and also have a window pane replaced that was damaged by a gunshot. Last reply on 7/22/22 by business had promised to contact me the following week - have yet to hear from them. Im not sure what my next step is, but being unable to get in communication with the business for months on end is unacceptable.

  Business response

  08/17/2022

  Thanks for sending me the customers concerns, 

  I really do not understand why anyone would expect me to fix a window with a gunshot through it. That is not covered under any warranty.

  As far as the tilt bar goes, if they will send me a picture of the part I can either mail it to them or I can send a service man out as long as they agree to a nominal trip charge.

  The customer is welcome to call my office to discuss this matter.

   

  respectfully sent

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

  pres;

  Customer response

  08/17/2022

  [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:
  
  We have been over this in complaints in the past. I do not expect the gunshot damage to be covered under warranty, just the tilt part that broke. The gunshot damage is mentioned in the complaint bc it is work that I have been trying to get the company to come out and do at the same time as the tilt piece issue, and it has been over a year of trying to make this happen now. I have tried for months to contact the business via phone - only ever getting voicemail and never receiving a call back. The tilting mechanism is covered under warranty and I do not need to pay for any labor or services, and should not need to fix it myself. The business owner has been promising to contact me, but he has yet to do so after months of communicating through BBB complaints. At this point, I will not consider this complaint resolved until the work is fully completed.
  
  Regards,
  
  *************************

• Initial Complaint

  07/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Previously filed complaint #********. Need repairs done to windows that were installed by the business, one repair which is covered by warranty. Filed complaint due to being unable to get in contact with the business despite multiple attempts. Business responded saying they would be in contact with me to set up repairs, and complaint was closed. It has now been close to a month since that time and I still havent had any contact from the business.

  Business response

  07/22/2022

  Thanks for sending me the message,,we are currently behind schedule and we have her on the list to inspect. Due to the covid issues we did not get all of our service done last year but we are diligently working towards that goal. I will contact her next week and send a rep to do an inspection. If it is covered under warranty we will have it taken care of in a timely manner

   

  Respectfully sent

   

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

  Customer response

  07/22/2022

  [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 would be satisfactory to me.  I will wait for the business to perform this action in the time frame they mentioned and, if it does, will consider this complaint resolved. However, the lack of any communication at all by this business I find very unsatisfactory and unprofessional.

  Regards,

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

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had all windows and doorwall replaced in our home in 2010 with this company. Called and spoke to someone a year or so ago about having part of our window replaced due to a neighbor shooting it with a pellet gun. I was told that due to Covid and a sick employee, they didnt have the staffing available right then, but would call when they could come out. That I completely understood, although I never received a phone call back.A few weeks ago, I was cleaning my windows, which are the tilt in type. The metal looking piece that the window rotates on to tilt in broke off during this process. I called and left a voicemail at this time to schedule someone to come out and repair this issue, along with the previous damage from the pellet gun.I have since left several voicemails over the past 3 weeks, along with a message on their ******** page. I have not received any communication back at all. Im growing concerned with the lack of communication, especially seeing others reviews and complaints on here, as well as other online avenues. We have a 50 year warranty on these windows, and having the tilt in break just 12 years in (and I dont clean my windows frequently, so its not from overuse) this should be repaired at no cost for us. There is no information anywhere stating the company is no longer in business, no updates posted as to what might be going on, nothing on the voicemail stating to expect delays or that they are unable to get back with customers. I would like to receive some sort of communication back from the company, let alone have my repairs done since my window is not sealed properly at this time due to the broken piece. Im a very understanding person, but no communication at all over a 3 week time span after multiple attempts to contact this business is unacceptable.

  Business response

  06/17/2022

  Thanks for sending the customers concerns. I will contact the customer and see what can be done about the tilt latch and replace it.

  As far as someone shooting a hole in a window, I do not understand why the customer thinks we should replace the damage from a bullet hole. That is not covered under any warranty from any company that does windows. We can install new glass but we will charge for replacing a bullet damaged window

   

  Respectfully sent

   

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

  pres;

  Customer response

  06/21/2022

  [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 ********. In response to their comment about expecting the pellet gun hole in the window to be covered by warranty, I never stated that. I do expect the tilt in piece to be covered, but fully expected to pay for the window pane repair due to the pellet gun hole. I just mentioned that in my complaint as I had contacted them previously about it and hadnt heard back, and it is part of the reason I have been trying to contact them recently with no response. I would like an explanation as to the lack of communication on their end however - thats unacceptable and concerning as a business and should be addressed as well.

  Regards,

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

• Initial Complaint

  05/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  These people took $6k plus from my grandmother, *************************** who is 88 years old, in March of 2022. While she is fully capable of making her own decisions she is too trusting and understanding of companies and these people have been taking advantage of that. Ive called multiple times and so has my mother, and they have been unresponsive. Today, 5/20/2022, I got them on the phone to ask about my grandmothers order and they said the Winslows would be here in another 3 weeks. *****, the business owners daughter who was assisting me, was cut off by some man in the background that said they werent canceling the order. They have taken my grandmothers money and are talking about 3/4 months before they do instillation. That is unacceptable and is unreasonable to think someone can go that long with broken windows in a home. They cited to supply chain issues when bringing up the fact that they would not cancel the order, yet in other complaints indicated that in 2021 they expected to get materials quicker. It is poor business practices and is disrespectful to say that we had a set date where we could cancel our order yet were not able to get anyone on the phone. You cannot hold a customer to a set date and then allow yourselves however long you decide to complete an order while you are holding on to someones money. While they didnt have a set date to complete the services 3/4 months is surely unreasonable to sit with broken windows and goes far beyond the scope of an estimated time frame. They are in breach of their contract, set date or not. We want the money back immediately.

  Business response

  05/23/2022

  Thanks for sending me the customers concerns. 

  The supply chain in ******* is in bad shape so we are not getting materials in for months at a time. I checked with the window factory and was told I would have the windows for this project in about the first week of June and then we can get this project completed. I am sorry that it has taken so long but every window factory is way behind on production and materials are in short supply.

  I will do everything that I can to see this project is complete as soon as the window factory sends me the windows

  Respectfully 

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

  Customer response

  05/23/2022

  [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:
  

   

  While we understand that the market is bad right now and is taking products longer than usual, we still request a full refund.  The companies past responses to complaints indicates that for more than a year, they were aware of the issues with getting materials in a timely manner and continued to enter into service contracts with new consumers, misrepresenting the full timeline to complete the services.  While there was just an estimate provided, the amount of time it would take the company to get the materials and complete the job far exceeds what is reasonable.  Further, refusing to allow the customer to get their money back after such a long period of time is an unfair business practice and violates several consumer protection laws in ********.  We wish to resolve this matter amicably.  We want our money back so we can move on with another vendor.  It is not the company's right to hold retain our money while they figure out issues with vendors.  The first week of **** is still three weeks away and it would take longer to get them installed.  At this time, the company has taken too long to complete an essential service that compromises the safety and wellbeing of the people in the home.  Please give us a full refund.

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

  Business response

  06/02/2022

  Thank you for forwarding this customers concern. I have spoken to the window factory and they have assured me that the windows will be delivered to me by the middle or third week of June. Since we have incurred costs in paying for windows and products we can not do a refund. We will strive to install the windows as soon as the delivery is made to us. I apologize for the delays but it is out of our control. The window factory is now catching up to orders on a faster basis now that parts and labor shortages have started back almost to normal.

  I am going to offer ***************** a gift card for $200.00 for the delay

  Respectfully sent

   

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

  pres;

  Customer response

  06/03/2022

  [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:
  
  Even now, the business has moved the deadline again of when they would have the windows.  At the beginning of this complaint, the business assured it was going to be the first week of June, now they are saying the third week of June.  They have lied and continue to push the **** while holding over $6,000.00.  A $200 gift card will not suffice.  Whatever cost the business incurred is the business's problem and their responsibility.  My grandmother should not be held to a contact that business is not honoring.  They knew when they talked her into it, they would be months away from where they estimated it would be and this far exceeds a reasonable timeline.  
  
  Regards,
  
  ***************************

• Initial Complaint

  04/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased windows and sliding door from Paramount home improvements in 2010. Was given a warranty form that states they are guaranteed for 50 years. I have condensation between the panes in the sliding door and visual proof the seal has failed. I have been trying to reach them for over a month ,daily, and get their answering program. I leave a message and still have not been contacted

  Business response

  04/29/2022

  the company office that was located in ******** and Indiana, subsidiary of Genesee Valley window factory was closed in ********************************************* 2011.

    That was a separate franchised office from the factory

  We are not responsible for their warranty work

  I wish I could help but we are located in ***** ******** and do not operate in ********

  Respectfully

   

  ***

*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. ↩