ComplaintsforWindow Concepts of Minnesota, Inc.

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We entered into an agreement to have a new front door and storm door installed on 3/9/2022. Part of the agreement was that their contractor would provide the cut to size door trim and threshold and that we would stain and install ourselves.Door and storm door were installed on 6/28/2022 and the contractor left the cut door trim and threshold pieces for us to stain and install. The weekend of July 4th I prepared to install the pieces that I had stained thinking that they would be correctly measured to fit. They were not. The top piece was cut too short. The right side piece was cut to the correct angle but had the back side of the trim facing forward so it did not match the other pieces.I called Window Concepts on 7/5 and spoke to a ****** who said she would talk to the project manager and get back to me. I received no call back and called ****** again on 7/8 and 7/12. She said that she was still waiting to talk to the project manager and determine of stock trim used or special order. I told her that the contractor used what trim he had on his truck and had me review to ensure OK to be used. As of 7/18 I still have have had no call from anyone to get this problem resolved. The city has passed the inspection and all we want is for the correctly cut trim to be provided for us to stain and install.

  

  Business response

  07/18/2022

  I am sorry to hear that your trim was not correct. I will have a supervisor reach out to you today to get you the correct trim.

  Customer response

  07/21/2022

   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.

  Window Concepts has called and schedule an appointment for 7/28 to recut the trim. 
  

• Initial Complaint

  07/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  windows ice up from day one never been repaired ,siding falling of house. water getting behind it . windows leak very bad had excel energy come out . windows very bad set file to window concepts . **** came out and looked said get on ***** job list . no one has came out since or returned messages. i would like to put this behind us. the wrong windows were first installed after that down hill.

  

  Business response

  07/15/2022

  We have been out to this home every year for the last 5 years. The windows ice up during extreme cold which is caused by high humidity in the home not a defect in the product or the installation. We have told this to the homeowner numerous times. The window make and model is correct  per the contract. We will have a manager reach out to this customer at the beginning of next week.

  Customer response

  07/19/2022

   I am rejecting this response because:
  they did come out 1 time each year and put cotton in corners of windows . we had excel energy come out and due inspection with  infra red camara all the windows leak bad

  i sent them a copy of this. and also when we were sold these windows i told the sales men condinsation i under stand no ice . gets below 0 and wind blows at house some windows are bad enough they will not open. I kept a copy of the report. we have very good vents in bath rooms and kitchen

   

  
  

  

  Business response

  07/22/2022

  I will have the office reach out to this customer a schedule a time when our production manager can come out to their home and do an inspection.

  Customer response

  07/25/2022

   I am rejecting this response because: the windows still ice up/leaking if they can not fix them then come up with a refund amount and i will get some one else to put in windows. no ice!--- they are comming out july 29th to fix siding  

   
  

  
  

• Initial Complaint

  06/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 9/27/21 I had entered into a contract to purchase a ******************************************* my basement. Window concepts had called me I believe in January to tell me my door was in and they are waiting on permits from the city. After a few more months I have not heard anything. I called the city and they said they are waiting for some beam calculations from Window Concepts. Its now been a couple more months and after **** attempts to contact someone at Window Concepts and several messages, nobody returns my calls or emails. I just want my door installed asap.

  

  Business response

  06/24/2022

  I am sorry about the delays but we are currently waiting on the City of ****** to approve the building permit. All of the product is in our warehouse and we are set to do the install. The City is requiring us to have an engineer draw up plans for the header which we have never been required in any other City in the past 20 years. We are currently working with the City to try to resolve this issue.

  Customer response

  06/28/2022

   I am rejecting this response because: This has been the same story for 3 or 4 months now. 
  
  
  

  Customer response

  07/11/2022

  They have installed the patio door. Looks great and they did a great job. Still waiting on trim work for them to complete. But I am satisfied. 

• Initial Complaint

  03/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Try*** to have a defective window replaced. This is the 5th time the installer was a no show variety of reasons, but seriously 5 F-*** times. Have taken time off work to accommodate. No show, no call. Fed up with excuses. Just want the defective (broken) window replaced. ****************************** needs a reboot.

  

  Business response

  03/25/2022

  I am sorry to hear about your poor experience with my company. I spoke to the customer directly this afternoon and we have the new glass pack on order. Once we receive it we will schedule the service around his availability.

   

  Customer response

  04/03/2022

   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.

• Initial Complaint

  02/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Placed an order for 2 exterior doors and rain gutters on March 16th 2021 and provided down payment. After cancelled install dates, including a no call no show that wasted vacation days, finally had an install date in late December/early January for the gutters. 2 exterior doors were scheduled to be installed on Jan 27th, 2022. Rear exterior door was too big and despite measurements being provided by independent contractor another appointment was scheduled for Feb 22nd to re measure the rear door for the fourth time with an estimated length of receiving the door of 12 to 16 weeks extending this project to nearly a year and a half. Front door was installed however not completed. The interior trim was not completed and the door was not sealed. Debris from rear door was left on our rear deck despite the contract indicating all debris would be removed. Cedar siding was removed from the rear wall exposing it to the elements. Less than 2 weeks after install of front door, it is binding, deadbolt does not function properly and discovered stripped screws in upper hinge. Phone messages and emails to the business are not being returned. We are looking for a compromise on this order. We are willing to pay a reasonable **** for a partially installed front door, rain gutters and cancel the order for the rear door however I am not getting a response from the business. We just want to be done with this company.

  

  Business response

  02/21/2022

  I am sorry about the delays in your project completion. *** will be reaching out to your shortly to have ************** installed.

   

   

• Initial Complaint

  01/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 7/22/2021 *********************. Sold us 4 windows for $10,684 with $2,500 down payment, and a fall installation. This never happened, after several text messages and calls, we were never told there were problems with there suppler and COVID.The last text message from ********************************* said that **** will contact us on 1/10/2022 or 1/11/2022 with an update. This has not happened and we are tired of there excuses and would like to have our down payment of ******* returned so that we could move on with another company that does not just have excuses as to why they can not do the job as they as they quoted. We had not planned on waiting this long to get 4 windows installed. Thank You, *****************************

  

  Business response

  01/18/2022

  I checked with the manufacturer on the online dash board and the windows and trim are on order. They originally gave us a time frame of the middle of December but due to supply change issues the products are taking even longer. I will have someone from out office to reach out to the homeowners with an updated time frame once the factory returns our call.

  Customer response

  01/19/2022

   I am rejecting this response because:
  
  More excuses, tired of themno one waits more than 6 months for windows. 
  Not happy with the thought of an install in below zero weather. 
  would be happy with our down payment back & kick Windows Concept to the curb. 
  I also would like a bad **** for them in BBB

  

  Business response

  01/31/2022

  The customers product is ready to be installed and we have reached out to them in the past and left them a message on their answering machine.

  Customer response

  02/01/2022

   I am rejecting this response because:
  We do not have a working recorder, so we would not have gotten a message. The company also has our cell number & our email address, but these were not used. 
  Yesterday a *** called & said he wanted to set up a install date for our 3 windows. We didnt order 3, we ordered 4 to go into a bay window in our dining room.
  He said hed have to look into it & would call back before days end, or the next day. Today is the next day at 4pm, have not heard from him!!! His name was ***.
  they seem to have an excuse for everything..2nd rate company that I wish we had never heard of.

  Customer response

  02/02/2022

  Better Business Bureau:

  I would like to reject the offer of Arbitration for complaint ID ********.

  Sincerely,

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

  we have come to an agreement with window concepts & we have an install date. 
  thank you, *****

• Initial Complaint

  01/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A salesmen came out to my home 8/20/2021 for an estimate about a tub remodel. He did tell me things are behind because of the pandemic. Very understandable. I wrote him a check for $2500.00. A man did come out after to take measurements. I tried to call or email and am not getting any responses. I feel very POOR customer service. I would appreciate any help you can give me. I do not feel I am asking for much. If they cannot fulfill the job I want my down payment back. Just waiting for what I requested. Thank you. *********************

  

  Business response

  02/01/2022

  Sorry about the delays with your product. The product should be arriving this week from the manufacturer. Once we receive the shipment we will verify the product and give you a call to schedule your installation. 

  Customer response

  02/08/2022

   I am rejecting this response because:
  
  I tried numerous times to reach out to the company.  I could have had another company take care of this.  Also I feel very poor service they responded to you and not me I am their supposed customer.  I would never give out the name of Window Concepts to anyone.  I want my down payment back.  

  Thank you for helping me out.  That is a lot of money and I guess as I mentioned even though supplies are behind not ONE person contacted me.  I should not feel like I am bothering them.  Thank you.

   

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

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

  

  Business response

  03/01/2022

  I am sorry about the delays in your project. All of the product has been received and ***** will reach pout to you to schedule your installation.

  Customer response

  03/01/2022

   I am rejecting this response because:
  
  
  

  Customer response

  03/02/2022

   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.

  Good morning ******* Thank you so much for keeping me updated. So now the company has finally reached out to me in email. A man named **** was supposed to call me back and never did yesterday. I got a hold of the first person that came for the estimate. He said they don't want to be stuck with "my" materials. I feel after all this stress and poor communication I want my money back ONLY.  I want this all to be over and resolved as soon as possible. Thank you

  

  Business response

  04/02/2022

  All parties agreed upon a sum which the homeowner paid and we canceled out her contract. This complaint should be resolved.

• Initial Complaint

  01/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  first the wrong windows were put in,then it took soo long to get some one tocall us back that the siding was done. then thay came out and switch the windows they ice up when below zero. they leak every repair attemped does not solve issue. no there is siding issues also.after they got there money no one cares

  

  Business response

  02/01/2022

  We are currently reaching out to this customer to schedule a date in April in which we can remove a few pieces of the siding to verify that all of the work has been done properly.

  Customer response

  02/03/2022

   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.

  only if it resolves the issue!

• Initial Complaint

  01/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  March 9th, 2021 I signed a contract for replacement of my kitchen window and my living room window. I paid $1000 down the same night. I was contacted in June 2021 and informed that one of my windows needed to be remade because it was too large to be made how I wanted, no mention that I could have the small one installed right away without the living room window being built. I believe I called in September to get an update and was told mfg was waiting for hardware to come in, (covid issues/shortages). I talked to someone again in early November and was told in 2 weeks I would receive a phone call to set up an installation date. December 28th I got a hold of the salesman i worked with and was told he wuit because of all these issues and not being paid because his "sold jobs" are not being completed I then called aame day and talked to someone and was told her boss would be calling me to update as someone was out of the office to deal with it. Today, Jan 4th I called and was transferred to the president/ owner and left a message. I am at the point I just want a refund of my down payment and not have the hassle of dealing with people on an installation and receive half ass work.

  

  Business response

  01/05/2022

  I am sorry about the delays with your product. The manufacturer has shipped us one of the windows and we have been informed that the final window will be shipping the week of January 25th. I will have someone from the office reach out to the homeowner.

  Customer response

  01/06/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16426978, and find that this resolution is satisfactory to me.

• Initial Complaint

  01/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is a complaint regarding incomplete work and home damage. I placed an order for new windows and doors on June 22, 2021 for completion within 16-20 weeks. The business delayed 3 times, and the work didn't begin until December 15. The job was left incomplete with the storm door not yet replaced and one window not capped, due to a lack of equipment. The contractor stated that it was the fault of Window Concepts. Moreover, the day after the partial work began, I discovered damage to my dishwasher, a loose railing (that he stood on), and scraped walls. And, due, to poor installation, all of the windows and the door are leaking cold air. The contractor said they would be back the next day to finish the work, and has cancelled 3 times in total, still not having returned. After the third cancellation, I informed the contractor that I did not want him back at my home. I emailed the owner and called Window Concepts twice to ask to speak with him. On December 20, the assistant called back and informed me they would send another crew, and has not yet followed up. They still have not come to assess the damage, let alone finish the work.

  

  Business response

  01/18/2022

  A representative of Window Concepts has meet with Ramon & Allison to go over their concerns about damage to their home and cold coming from their windows. We have an appointment set for this Thursday with the homeowners and the window manufacturer to go over the quality of the windows. Once this is resolved per the homeowner we will schedule a time to compete their project and rectify all of their concerns.

  Customer response

  01/23/2022

   I am rejecting this response because:
  
  Nothing has been done yet to address the damage or faulty windows and the storm door has not been reinstalled. So far we only have talk. And we are dealing with another reschedule as part of the larger pattern in the original complaint.

  

  Business response

  02/04/2022

  We are currently working with Polaris windows and doors to try to resolve the Perez's issues. We have reinstalled the front door and have been out to their home numerous times to address all of their concerns. We have placed a claim with our subs insurance to address the damages that they are claiming. We also have a date scheduled next week with the building official to close out the permit. Our production manager has been in contact with the homeowners this whole time.

  Customer response

  02/09/2022

   I am rejecting this response because:
  
  Not one thing they’re saying is true, the job is still incomplete. Never heard anything from them about resolving this problem or Contacting with the window company. They came out today with a city inspector But could not give me their name, stated they didn’t need to go in the house to approve the inspection job still not completed.

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