ComplaintsforThe Window Store Inc.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had the windows installed. The trim did not match the size of the previous window. There is a 1.5" space around 2 large windows that was left unfinished and rough. I had to call several times to get a response. When the tech came out he made mention that they usually match up or they finish by using matching paint. He said they would get back to me. A couple weeks later and a few more messages over a few days after not hearing back I had to call again due to water coming in window. The tech again returned in a timely fashion after getting ahold of them. I explained one of the windows was bowed, a screen was bent, and the trim I had not heard back on. He said he could replace the screen, but the other issues were not in the contract. I replied that neither was a window that didn't match the previous window, and that should be disclosed; you measured the window. When asked "So you are doing nothing for me?" He shrugged Conversation is over.

  

  Business response

  10/17/2023

  This is the first-time hearing about his bow window and the bent screen. His windows have warranty, and we can take care of this. 

  Regarding the trim and window style. We ordered and installed exactly what was in the contract. Everything that he chose, it is there. We have been there a couple times, and he never mentioned the first. 

  Also dealing with him has not been easy, rude on the phone, rude with my tech, threatening and we do not do business that way. 

• Initial Complaint

  08/08/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We had entered a contract with The Window Store for a remodel of our kitchen. They began the remodel on time, but have failed to complete the remodel and live up to their contractual obligations. We have everything in writing. We are currently paying back the amount used to finance the kitchen with a third party credit agency they billed prior to the job completion. I have attempted many times to contact them about finishing the contracted work in which they have failed to call me back.

  

  Business response

  08/18/2023

  We installed their kitchen and we had to reorder some material with our vendors. This week everything arrived, and this has been taken care of. 

  Customer response

  08/23/2023

   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.

  They simply took longer than asked to contact me about finishing the project. I wish the project didnt take four months to complete, but they did complete it.

• Initial Complaint

  08/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 15, 2020, The Window Store completed the work on my refaced kitchen cupboards. The total cost was $13,528.00. I had chosen Alderwood. At first, I was very happy with them, but kept noticing small flaws here and there such as scratches and small dents and holes. Also, I complained that the floor trim dented too easily. At first they were prompt at replacing most the defective doors/drawers. But the replacements were also defective, and they didn't replace all of the originally defective doors. Their employee came out and took pictures of the multiple defects. Nothing happened. (I'm sorry I didn't keep exact dates of all of this.) I quit complaining about the dents my vacuum made around the floor trim. So, I've been waiting and waiting for the replacements. On August 19, 2022, *** said they were not going to replace cupboards that I damaged myself. I said I am only talking about the products that were installed already defective. The only replacement I want extra is one piece of trim that early on somehow got dented after installation, and their employee ***** said he would replace, but otherwise they were all installed with the defects. He said "that's bullshit". On July 6, 2022, they sent a new employee (***) to take pictures, who said all of my complaints are valid except two that were questionable. The manager, ********************* (sp?) does not return calls. Their schedule person does not return calls, either.At one point I demanded free replacements for dents on the life off the cupboards or to replace them with oak which is a harder wood. They completely rejected this request and I dropped it.How can I get them to stand behind their product? The warranty was only a year, but I'm talking about either original defects, or replaced parts that had defects when or before they were installed.

  

  Business response

  09/07/2022

  The original review posted by the customer states "The ********************************************* just finished my kitchen cabinet refacing. Everyone who came to my house was friendly, on time, and efficient. This Company has the best customer service that I have seen in a long time. You are always talking to a human being, not a computer. The work they did was excellent, and it looks fantastic. I could not be happier with this Company." However, since then, the customer has updated her review and repeatedly asked us to come back to repair/replace damaged caused by the homeowner herself. We did this several times as a courtesy for this customer, however, at some point we do need to draw the line as a company when a customer continues to damage her product and requests us to repair/replace it free of charge. This project was initially installed in October of 2020.

  Customer response

  09/07/2022

   I am rejecting this response because: The phrase "caused by the homeowner herself" is untrue.  Every scratch I am complaining about was there upon installation, be it original or replacement (except for one, which I did not do myself, but a guest of mine must have done when I was not looking). Early on though, their employee ***** promised he would replace it. The kitchen does look beautiful unless you are up close and/or the light is shining on it.  That is when you can see the scratches.

   I do not appreciate being called a liar, especially on social media, and for that I expect an apology. 

   The Window Store contacted me yesterday and said the replacements are on order. However, there is another door in question that their rep said is not covered because they claim I did it.  IF it is the one I think they are talking about, it also is not true that I created this small gash. I will say that I am tired of "he said, she said".  This is one company I will not do business with again.

  The next step is scheduling the installation when the replacements are in their warehouse, so I am waiting for their call on that.

  
  

• Initial Complaint

  06/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In 2018, I purchased $28,000 worth of windows and a new front door. The products sold seemed on the cheaper side of windows I had purchased in the I had a window crack overnight, for no apparent reason, and the "warranty for breakage" I was sold in 2018 is apparently not true. We spent over $28,000 on windows for our house because we were told that breakage would be covered "even if a ball went through it from our kids", only to find out breakage that occurred was not covered by our purchase. The company that produced the windows, Alside, indicated that we didn't have "breakage" on our warranty and the Window Store emailed me to tell me that they would not honor their sales warranty either, and then stopped answering the phone.I have held off lowering this rating on the company waiting for a reply or an answer on how I would go about fixing the window and there has been none. I am now considering what type of legal action I would be able to take due to this complete lack of service and dishonest business practice. The sales woman who promised the warranty mentioned above, ***, is no longer with the company.In addition, the windows purchased have had other issues like plastic pieces that lock in the double hung's popping out over regular use. The service from this company had been good until there was a question of warranty coverage on what I was sold and since then they have completely flaked. ****** is the only name I have from the service department, he doesn't answer the phone, and there has been no other attempt to help me out.It's been three weeks now since I have been trying to work with The Window Store to fix the window that broke, and they have done absolutely nothing to cover it by the warranty they promised, fix it, or sell me a new one. They have completely left me hanging. Stay away from this company, use an actual company that makes windows and stay away from these people that have no intention of fixing what happened to the product they sell.

  

  Business response

  07/18/2022

  The product has been re-ordered and TWS is covering the cost. Homeowners have been updated verbally.

• Initial Complaint

  12/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Our window replacement went very poorly. They left a huge mess everywhere, didn't clean up, there are dangerous, sharp edges sticking out of the aluminum wrapping, some screens don't snap on, the caulk is already separating and discoloring after 1 week (and the clear caulk has somehow turned green), they scratched our wood floors and our original wood trim from the 1950s, and they cut a chunk out of our shutter and also snapped a piece off of a separate piece of house trim. There are nails all over the ground for my mower to pick up. They only bothered putting the white screw covers on a few holes, but left the rest of the shredded/gouged holes in the PVC material fully exposed. My jaw dropped when I saw that they had actually caulked the old, flaking paint into and above the new window and the seam below. That was truly unbelievable, in the worst way possible. The job was not done in the timeframe we were promised. They called us once from a number with no caller ID (too many spammers nowadays). When I called a week or 2 later to inquire, they said they called me a week ago but no follow-up, and now our job was of course delayed even longer. I didn't expect to have to hound them down to get our job done in a timely manner. The sales lady assured us she aimed for 5-6 weeks, but said it could be over 6, it ended up being about 14 weeks out. Maybe 2 of those weeks are due to us and scheduling conflicts, but not all. I don't blame them for PVC, resin, lumber and labor shortages, but that could've been managed much better. It was supposed to be a 2 day job, but they rushed to get it done in 1 day so they could move on to the next job. We are very disappointed, and we've reached out to the company to see if we can find meaningful resolution. They sent out a guy who slapped some screw covers on and played with the sash wheels but it didn’t begin to address the issues. We feel helpless and taken advantage of by a dishonest, careless and unresponsive company.

  

  Business response

  12/28/2021

  Tell us why here.We have addressed all his concerns,
  
  Like any building project, you will always have troubles and we are committed to doing the project to the homeowner's total satisfaction. 
  we have received about 16 phone calls from Mr. *****, most of the time we have played phone tag because of the difference in working hours, but we have left him messages on the following dates:
  8/16, 8/17, 8/20, 8/27, 9/1, 9/2, 9/8, 10/13, 10/15, 11/4, 11/12, 11/16 
  
  Our services technicians have been there in her house 2 times. 
  On 9/15 our service tech: “Added shimming to under the middle of the windows at the center. The double slider windows need support in the middle on the sill so they don’t sag over time. I could push the bottom down 3/8” before I shimmed them. Fixed all of the homeowner's concerns”. 
  
  He called again that he wanted further assistance with his windows, which never was mentioned in the previous service, so this phone call is with new corrections, and that is completely fine, we can address all his concerns.
  
  On 11/24 the homeowner canceled the appointment. 
  
  On 12/6 our service tech: “ took care of these issues. Many were just a matter of customer communication and correct information about the windows. All the windows were incorrectly installed without proper shims. As a result, all of the windows did not lock correctly and were sagging in the frames, possibly letting in cold air along the top of the sashes. I shimmed the window tracks to fix this. I also re-caulked several windows, as there were missing spots outside, one window had no caulking along one side at all.
  Service complete. “
  
  Mr. ***** said everything was fixed and it is a surprise he has made this complaint when he can call us, and of course, we will address all his concerns. Also, we always have the best comments about our service technicians. ..

  Customer response

  01/07/2022

   I am rejecting this response because:
  
  It does not address all our concerns at all. The tech did play around with the roller wheels and put a few screw caps on so that 2 unlockable windows can finally be locked. But there is still cold air pouring in around the windows and trim, there is water sitting at the top of a sash and there is still frost on several windows. The seal gasket on several windows is irregular, damaged and likely broken. The welded seams on the windows are extremely sharp and dangerous for our kids. They used cheap fiberglass insulation instead of low-expansion foam. Air filters right through the fiberglass, leaving dirt and dust behind. And the initial issues with the outside trim and sharp aluminum, missing nails and missing caulking were deeply concerning. They left a huge mess on our property for us to clean up.
  
  We kindly requested a small financial resolution but the business refused. This project has had so many issues that I'd never recommend this business to anyone. It’s caused us stress, forced us to take time off work and left us feeling helpless. I've requested to speak with the owners and I've been denied. Other consumers need to be aware of how this business conducts itself and about the quality of its products and installers. The photos speak for themselves. 
  

  

  Business response

  01/10/2022

  This homeowner since the first phone call has asked for money back on his project and I was very clear that is not going to happen because they got their discount at the beginning of the sale already. 
  
  I do not appreciate the way he is referring to our service technician since we have just amazing reviews from them, they have plenty of experience, and they are very professional.
  
  If there are corrections that have to be made, we can go there and do it for him, it is part of our warranty service. 

• Initial Complaint

  10/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The window store installed 4 windows in our home 5/28/21. Two of the four windows were installed with large cracks. It took almost a month to get a hold of someone at the Window Store to make sure the two pieces that were needed were ordered. In September they came out to do the repairs and only had one of the new panes. It's been 5 months since the start of this project and we still have a cracked window. We were also told we needed tempered glass for our two front windows and on our order sheet indicates that was what was ordered. An inspector came out and found that tempered glass was not installed. The Window Store has issued a $120 refund for the cost difference of tempered vs untempered. We have repeatedly asked for a cost break down of our order to make sure we are getting the correct amount back and we have been told "a cost break-down of your order does not exist". How does a company not have a itemized receipt of an order?

  

  Business response

  12/03/2021

  The sashes were replaced on 11/30. The Window Store provides a copy of the customer’s contract and final PIF invoice which services as the itemized breakdown. The concerns mentioned have been addressed and completed.

   

  Haley ********* 
  

  The Window Store
  

  Customer response

  12/03/2021

   I am rejecting this response because: we did not receive a copy of the contract or a final PIF invoice serving as the itemized cost breakdown. 
  

  

  Business response

  12/14/2021

  All customers receive a copy of their contract at the time of the sale in person. They receive their PIF invoice in the mail upon making final payment. I will personally mail a copy of the contract and the PIF invoice today in the event that these were not received by the customer.

• Initial Complaint

  08/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company installed a new roof for our home in Sept. 2017. We noticed water stains on the ceiling in the upstairs bathroom last year that were getting worse this spring and called the company to have someone come out. They did come out in the spring and found that the bathroom vent had never been connected when the roof was installed. It was fixed at that time. The water stains again appeared on the same ceiling in May or June. Called again The Window Store again. Someone came out in June and said they would replace the other bathroom vent but this was never taken care of. I called 3 times in the last month without anyone looking into the issue.

  

  Business response

  09/02/2021

  This was already taken care of on August 9th, 2021.

• Initial Complaint

  06/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  New windows installed around January 2019. May of 2020 2 casement windows do not shut properly. Filed claim with Alside per instructions from The Window Store. No one ever came out to look at the problem. Pandemic and all, gave them the gift of time. Finally in October 2020, sashes are ordered again without talking to anyone or anyone coming to look at problem. Picked up sashes ourselves so they wouldn't get lost. Oct, Nov, Dec place numerous calls to Window Store for someone to install. No one calls back. Finally called on 4/9/21, to find out installer coming 4/20. Installer says the windows still are not correct. He believes warped or something. He says he will send email to boss. I call on 5/21/21 and Laura says, I will call you back. No word. I called her back on 6/15. I now have to file a new claim. This is not over but we are obviously extremely disappointed in the customer service and lack of communication. Will never do business with The Window Store again.

  

  Business response

  07/09/2021

  The customer's warranty is with the manufacturer. The Window Store offers a lifetime LABOR warranty, however the product warranty is through the manufacturer -in this case, Alside. Therefore, The Window Store is unable to re-order product under warranty for the homeowner. This must be done on the homeowner's end. Once the product is in, The Window Store will then complete the labor for the service. It appears that this service was completed in April of 2021. We replaced both sashes and this did not fix this issue. The windows would still not latch properly. The homeowner was informed that she would need to follow up with Alside and go through the warranty process in order to get the whole window, frame and sash replaced. Not just the sashes. As soon as the claim is filed and product is in, The Window Store will then complete the service.

• Initial Complaint

  05/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  March 6th- original work contract completed and signed March 10- work contract amended and signed by both parties to include ridge vent May 5th- roof was installed without ridge vent; box vents were installed instead May 6th- I called the project manager about the mistake and he said the issue would be resolved. May 10th- the project manager called to tell me the company did not want to return to fix the error and told me the project was underbid Later on May 10th- I called the company to speak with upper level management. Travis called me back and suggested I pay the original contracted amount of $10,900 instead of $11,500. I said in lieu of your error I would accept the price reduced to $9000 or suggested they come back to fix the mistake. He said he would need to talk to the owners before approving that. As of writing this 5-21, the company has not contacted me. I have paid $5,450 (half the original bid) to date and want this issue resolved before remitting final payment.

  

  Business response

  06/03/2021

  Because ridge vent was not involved in the original contract, but instead was an "add-on," later on in the process, it unfortunately happened to get missed by the roofing crew. This is rare and unfortunate, but The Window Store has already scheduled with the homeowners to resolve this issue and install the ridge vent.

  Customer response

  06/03/2021

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 15489538, and find that this resolution is satisfactory to me.

• Initial Complaint

  05/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a rep coming to my house to give me a quote on a front door back in Jan 2021, very nice guy, I had no problems with him. He asked me to write him a check for half of the amount of the door ($1600.00) The door ended up arriving in April, got a call from Haley to set up a time to install. When I had the rep come out to install he took all day to install, I thought it was ridiculous but it didn't really bother me. When he was done for the day he came inside to check in , he has drilled 2 holes in the wrong spot on my brand new storm door and the locks where upside down and the door doesn't close right nor does it lock. Also the front door doesn't close right. I emailed haley about the situation and never saw an email back. 1 week later I get a text message from Rory who asked to get a pic of the storm door since he is going to replace it. haven't heard anything back. Emailed haley again and still no answer. I would either want my job finished or my money back.

  

  Business response

  05/26/2021

  This was already resolved. We actually *had* contacted the homeowner and left her a voicemail, but she must not check her voicemails. Since this was written, we finally were able to reach the homeowner and it has already been handled and her project is complete.

*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. ↩