Complaints
Customer Complaints Summary
- 30 total complaints in the last 3 years.
- 4 complaints closed in the last 12 months.
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Submit a ComplaintThe 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.
Initial Complaint
Date:01/09/2023
Type: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 top of poor workmanship, our patio door is frozen shut. Poor product and workmanship. I am not looking for Money back. I am looking for the bad job to be fixed. I will write something negative daily until the complaints are fixed.
Business Response
Date: 01/09/2023
This customer called into the office on January 6th with a service request and we have them scheduled for January 12 th for a tech to come out to their home.Initial Complaint
Date:10/24/2022
Type: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.
Signed a contract on 3.22.22 to replace siding, **************** We were told it would late summer installation. My husband called them in Sept. when we hadn't heard anything & was given an installation date of ****.22 for both siding & the installation of a patio door we purchased after the initial contract. **** patio door install moved to *****. No one comes on ****, after we call to complain, they do come off and on for the next week removing most of the old siding, cut holes in the soffit & some house wrap. 10.12.22 updated project manager ****. We were promised siding was being delivered Fri morning 10.14.22, Fri. came & went with no siding delivery, Saturday morning project manager texted back after I updated him "I had delivery set up for Friday in the AM, I will look into it. There will be siding at your house Mon, for sure, I apologize for the delay." Mon. morning 10.17.22 Project manager **** texts "there is a new siding PM so you will need to call Window Concepts to get in touch with him for any questions." I call window ************************** told our new PM is *****. I text ***** for an update he writes that "he just called on the status of the siding **************** is scheduled for the 24th." He came out to the house, talked through the ************ had a plan. It is now Monday 10.24.22, a crew member was here at 8AM and took down the pile jacks and ladders and said he was heading to another job in *****. I called & texted project manager ***** who texts back "I left window concepts. Nobody seems to know what the h*** is going on. Probably should call their office. Sorry, but that place is an absolute mess. Good luck with them." Called the office & once again we were told we'll look into it. Hopefully the BBB can get us some answers. Old siding is ripped off the house, part is wrapped some is exposed, giant holes cut for new soffit directly into the attic. Just want the project completed in a timely manner- tired of the run around and the lies.Business Response
Date: 11/04/2022
I gone out to their home and spoke to the Mr 5 times. Everything should be resolved and their project should be completing next week.Customer Answer
Date: 11/13/2022
I am rejecting this response because:
We have been in contact with owner of the company and project manager. Project was mostly completed, **** worked the full week of Halloween and the following weekend plus a 13 hour day on Monday November 7th finishing up after 10pm. They loaded up all their tools and supplies that night. Husband and I did a walk through the next morning once it was light enough to see...garage door trim and windows were not wrapped and some of the fascia on the top floor is incomplete. Contacted project manager who said he would look into it. Haven't heard back yet. As of Sunday, November 13th project remains incomplete, dumpster and extra supplies are still in driveway. Work they did complete looks beautiful, we would just like it finished.Initial Complaint
Date:09/15/2022
Type: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 had a bathroom remodel with Window Concepts. The work started on 2/3/22 and we were told it would be a 5-6 day job. The job was "finished" on day 100. Several issues were reported to them and repaired (eg; flooring on one part of the bathroom didn't have sub-flooring put in so it sunk in and broke the seal of the caulk by the bathtub, scraping of the ceiling done very poorly, they came back and re-scraped, put in a window with flaw in the glass, had to come and replace that). They removed our old vanity with double sink and then discovered that the new vanity top was cracked. When the new one came it didn't fit because they didn't measure properly. In total we were without a sink in our bathroom for 2 1/2 months. We negotiated a reduction of ******* for the inconvenience and delays.Since then, we discovered when we painted that they caulked the backsplash improperly and asked to have it repaired. They said there was nothing wrong with it (there is). We also asked that the company that made the vanity (Universal Stone) come to check out 2 chips. Universal Stone won't come out unless approved by Window Concepts. We spoke with our salesperson who said he'd call back. Haven't heard from anyone since 8/2/22. Throughout our project we have had numerous unreturned calls, rude text messages and are very frustrated that they won't complete/repair this last part of our project.Business Response
Date: 09/21/2022
I spoke to Universal Stone who is our stone supplier. They are willing to have one of their service techs come out to your home home and polish the stone at no charge. ***** will be reaching out to you directly to schedule the tech.Customer Answer
Date: 09/26/2022
I am rejecting this response because:
It only solves part of the problem. There is no mention from them about the problem with the caulking on the backsplash. It is poorly done and needs to be redone.
Customer Answer
Date: 10/11/2022
I am rejecting this response because:
Hi ******,
When I saw the reply from Window Concepts that they would have someone from Universal Stone contact me and come out, I rejected that offer because it didn't include Window Concepts taking care of the other problem which is the caulking around the backsplash. There wasn't an option to accept just part of their response which is why I selected "Reject".
I have not had any contact from either Window Concepts or Universal Stone.Business Response
Date: 11/11/2022
I spoke to Universal stone who had a service tech go out to the home and repaired the slab and redid the caulking. I believe everything should be resolved.
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