Complaints

The 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:10/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  After installation and clean all the hallway by us. we found significant damage to the wall next to the bathroom after open the door. During the installation, installers cut hidden wires behind the wall, and used tape to reconnect them, showing a lack of professionalism. But we forgive him, and did not mention with their manager now. After reviewing Kohler's video, we identified several issues: the bathroom door was not installed correctly according to their guidelines, we were missing a bumper on the upper right corner, and instead of using L-shaped brackets as required, they used glue and nails. The seal between the wall and door was poorly done, and the bathroom base was not installed correctly, causing noise when stepped on. Manager Mike from Rite Window inspected the issues and committed they issue is cause by their installer. However, we cannot accept repairs on our newly installed bathroom, as this is not what we expect for the amount we paid. Later that day, the manager Chris propose his final resolution and push me agree: they would not replace anything, instead they will use more sealant to the shower wall and all the gaps, for the shower base they will open a side hole to filling foam to expand. They refuse to acknowledge this potential damage and have shown a rigid attitude. After, I ask them if not improve or I do not like the fix, Chris use blur sentences to talk next step. I keep tell Chris if I own this walk in bathroom for 1 year or 2, and I find these issue, I would love to accept his suggestion. But as I said, I just had installation, everything is new, I don't want to everyday look at shower and thinking about this shower is by second fix, not a one time project. Plus all the gaps are huge, it is really affect future clean and maintaining. All the picture I see regarding for the seal are unlike they did for mine. If they not redo everything, the issue will still not solve. Thank you for your attention to this matter.

  Customer Answer

  Date: 10/15/2024

  Consumer notified BBB on 10/14/24 that the business resolved the complaint.

• Initial Complaint

  Date:08/13/2024

  Type:Product Issues
  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.

  Issue:All the windows delivered were visibly defective (scratches on glass) and Rite window could not deliver defect free windows even after 4 replacement attempts in the last 8 months.1.1> Rite windows has not completed the delivery of windows even after 8 months and has charged me for the windows. (ordered 8 double hung windows =16 window stashes)1.2> Dimensions of replaced window stashes are not accurate, sliding them up/down hurts the arm. 1.2.1> Rite window installer (****) has confirmed the issue and said there is nothing we can do about it. 1.3> All of the windows have a problem of external condensation in all seasons ( Winter, Spring, Summer) and Rite window claims this is normal for these high quality windows ( see pictures attached)1.3.1> External condensation is occurring only on supplied Rite windows in my neighborhood. No one else in my building or neighborhood has external condensation problem 1.3.2> This is creating a mental health issue for me to wake up each morning and see the sunlight blocked due to condensation on the external windows *******> I cannot live in my house with these windows and suffer a mental health breakdown because sunlight is blocked in the AM.Rite window has been contacted numerous times over email /phone and they are in denial that there is any issue with the windows.Rite window Rep ******** has acknowledged in email that he cannot explain why external condensation is occurring but claims windows are high quality.Note: I am reaching out to BBB as Rite windows has refused to take any responsibility of the issue and are not willing to refund me the amount that way I can replace my windows with quality windows.

  

  Business Response

  Date: 09/06/2024

  He was installed on February 5th of this year. At install, it was noted that 5 window sashes had scratches on the glass and needed to be replaced. On 2/20 he reached out with concerns about condensation forming on the exterior of his windows and he was concerned that his windows were leaking and not airtight. We went out for service on 2/21 to inspect his windows and found that all the sashes and windows were tight and lock tight. The caulking around the window, interior and exterior was good. Customer still expressed concerns to service tech about the condensation. He was also given paperwork on condensation and the causes of it. On 3/6/24 we went out to replace the 5 sashes from install. It was noted that an additional 6 sashes would need to be replaced due to defects the customer had noticed. On 4/10 we went out to install the 6 additional sashes and 3 out of 6 sashes we received from the manufacturer had additional defect and needed to be re-ordered again. The customer reached out on 4/10 still with concerns about condensation forming on the outside of his windows. We informed him that there was nothing that could be done about external condensation and that it is a natural occurrence and not a reflection of his windows being defective or leaking. On 5/25 we went out to replace the 3 sashes ordered and had to re-order 1 sash due to marks on the glass from the manufacturer. We also adjusted several balances and inspected the windows again for potential leaks and found nothing. His remaining sash arrive on 7/2 and we have been trying to reach out to schedule the service to install it for him. He continues to state that his windows are defective and that nobody else in his building or neighborhood has condensation forming on their windows. We have replaced 11 out of 16 sashes in his house. According to the customer, sashes we have replaced are also having condensation issues. He has not responded to our requests to go out to install the last remaining sash.

  Customer Answer

  Date: 09/07/2024

   
  Complaint: 22134182
  
  I do not accept the business's response as a resolution to my complaint because 

  --The Business (Rite Windows) is implying that the customer is wrong in stating that his ********************* have an issue with external condensation given the fact that only his windows are having condensation and no other neighboring unit has the issue.

  --The Business (Rite Windows) is implying the customer is wrong about loosing confidence in Rite Windows ability to provide quality windows. Given the fact the supplied replaced windows, after 4 attempts, were also found to be defective.

  --The Business is implying that the windows show external condensation in all 4 seasons and if its only Rite windows ( w/ Storm windows). The business has not provided any manual stating that windows have external condensation in all 4 seasons.
  

  --The Business is trying to normalize the wrong and making the customer feel compelled to live in a house where the daylight is blocked until the sun is completely out for a few hours in all 4 seasons.

  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 09/09/2024

  Attached are documents from our manufacturer detailing the causes of condensation. Unfortunately, there is nothing additional that we can do to assist this customer. We have had multiple communications via email and phone and as it stands ********* he has not responded to any outreaches since 7/2 from our service department to go out and install the last sash that needed to be replaced.

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22134182
  
  I do not accept the business's response as a resolution to my complaint because: 

  --AGAIN, business ( Rite Windows) has FAILED to provide explanation for EXTERNAL CONDENSATION that is occurring for only my windows

  --The attached documentation provided in response is ONLY FOR INTERNAL CONDENSATION. 

  --The Business has no justification for EXTERNAL CONDENSATION and does not want to acknowledge their windows are defective because this phenomena is noted only in my windows and non of the neighbors windows

  --Rite windows has supplied DEFECTIVE windows to REPLACE DEFECTIVE windows. The issue about the replaced windows was communicated in email and to the technician. The replaced windows are a size larger and hurt the arm. The issue cannot be resolved by adjusting the counter weights per technician. 

  --It costs money to take day off from work to stay home for window replacement only to find another defective window delivered.

  --Business (Rite Windows) has placed the responsibility of checking the quality of windows on Customer, is an evidence of their manufacturing process which they have acknowledged in email to be flawed.

  
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:06/14/2024

  Type:Service or Repair Issues
  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.

  Entrance door installed improperly. Have attempted to contact the company by phone and email without response. Finally got in touch with the measurer who came, looked at it, verified it does not close or seal and that nails were used on decorative molding instead of glue, ruining it. Was promised replacement and repair with an ETA of 6/7/2024. I followed up on 6/12 with a response promised today, 6/13. No response was received.

  

  Business Response

  Date: 08/26/2024

  We completed service work for *****. Please see ****** review that was updated after the service that shows that we completed the work to her satisfaction. 

• Initial Complaint

  Date:02/06/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Roof installation done incorrectly, warranty still valid and there was damage due to incorrectly installation of the roof. I got a second opinion and there is a inspection report giving to rite window and they still wont cover their mistake.

  Customer Answer

  Date: 03/07/2024

  Hello, Rite Window has resolved my issues with the roof. They have reimbursed the amount for the repairs.  Please take down the complaint,  i did email 3 weeks ago about this matter. Thank you for your time. I can be contacted by email or **********. 

• Initial Complaint

  Date:12/11/2023

  Type:Billing Issues
  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.

  Right window fraudulently charged my credit card for over 11,000. They arrived on December 1st in ***** **** ***** at *** ***** ***** road. They needed an electrician for the project. They did not have one. So they left without testing. The bathtub. An electrician showed up the next day. We had no water for 5 days. Right window took absolutely no responsibility and wouldn't even help us look for a plumber. Even though their master plumber was responsible for making sure their product work. After multiple emails and texts of debates of who's responsible for what. They informed us that all of the plumbing in the bath said that they installed is our problem and wouldn't even get on Google to help us find a plumber. I asked them multiple times to please send their plumber back to complete the problem project. They never did. They completely washed their hands of us. Then they sent us a completion form to sign off on. I informed them I would not be signing off on anything because they didn't do their job and then I would be consulting my attorney. The following day today. They charged my credit card for over 11,000 for the second half of the project. Without my consent. I believe this is illegal. The only reason I didn't report it as fraud was because I didn't want to have to cancel this card and have to wait for it to be sent to me again at further inconvenience by this company. I explained to them in multiple occasions that they left a disabled incontinent man with no water. They said that was not their problem. I repeatedly asked them to please come back and finish the job and they refused. And then they illegally charged my credit card. I am seeking $5,000 back from them because they didn't finish their job and I may pursue criminal charges because they charged my card without consent. We never signed off. The project was finished. Because it wasn't. We had to call three plumbers and a handyman to finally get our brother into his 23,000 tub after 7 days of no shower.

  

  Business Response

  Date: 12/21/2023

  Dear ******, we find it unfortunate that you have decided to address your frustrations with your installation in this forum. However, we feel confident that once we lay out the facts that transpired, we will be vindicated.  

  First off, you fail to mention the singular fact that created this entire issue. The reason we are having this conversation is that your well pump failed during our installation. It was later determined by your plumber that the pump was old and at its end of life. It is unlikely that it was the result of our negligence since your husband called your plumber looking for specific instructions on how to turn the well off. Once the tub installation was completed, we did a fill test. That is when your pump failed. Your plumber didn’t get around to replacing your old pump until several days after our installation was completed, thus resulting in no water supply to your home. The fact that your plumber replaced your old pump with a defective unit is unfortunate, but not our fault. This led to an additional delay in getting your water back on. Your complaint focuses solely on us charging your credit card fraudulently. You make no mention of the failed pump and all of the concessions we made for you. You fail to mention that we paid for half of your new well pump, $678.94. This was after many conversations with both you and your husband, ****** 

  We did not charge your card fraudulently. Your husband, *****, spoke with our Operations Manager, Carlo on 12/5 and agreed that we would adjust the final balance down by $678.94 bringing the final balance due to $12,720.06. He agreed that if we would cover half of the expense of the new pump, the job would be complete, thus authorizing us to process your final payment. 

• Initial Complaint

  Date:08/01/2023

  Type:Billing Issues
  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 engaged Rite Window to install 2 Lux Stone Kohler showers for my elderly parents. We explained that time was of the essence as my mother was just released from the hospital and in need of a shower rather than a tub. We discussed the project over several meetings with the sales person, and we agreed on the scope of work, the materials, and a price of $33,820. We paid a deposit of 50% - $16,910. The installer came to the house and took final measurements. We received written confirmation that our materials were ordered. We then received a call from the scheduler to select the install date and were told that they were increasing the price. Rite Window was fully aware of my parent's urgent need for this installation and are now trying to take advantage of them and shake them down for additional money. We refused to pay more for the scope of work that was already agreed upon and they cancelled the job.

  

  Business Response

  Date: 08/01/2023

  Mr. ********, 

  I know that our Director of Sales, Josiah, reached out to you this morning as well as sent a follow up email as well. It is our understanding at Rite Window that we did our best to accommodate the timelines that you had placed urgency on due to the needs of your parents. As soon as the contract was processed by our team, you were contact to set up a final measurement appointment for the two bathroom units. However, while we were able to measure bathroom very quickly, the other one which we were told would be for your parents was occupied by a tenant and we were not allowed by you to measure that for an additional 2-3 weeks after the first bathroom was measured. After taking measurements for the second bathroom, it was discovered by team that there was a heat pump that would need to be moved in order to replace the tub/shower unit as it ran under the tub. The head of our Kohler bath division, Chris, reached out to inform you of this obstacle and worked with our plumbers to determine that we could move it during the installation, for an additional cost as it was additional work, or you could independently contact someone to move the heating pump. Our records show that you made it very clear to Chris that neither option would work for you and that you had wanted our teams to do additional work, at no additional cost. 

  Removing or repositioning plumbing stacks is often times (about 99% of the time) out of our scope of work as we do not remove or replace plumbing, but rather work with the existing plumbing areas. However, understanding the circumstances and situation, Chris did offer to make an exception for your project, but we would be unable to do so without any additional cost associated with the additional work. We also shared that the city in which you live requires three permits to be pulled, a building permit, a plumbing permit and an asbestos permit and testing. In addition since we would be performing a tub to shower conversion, we would also need to apply for a city variance. All permits required, would incur additional time to make sure the processes are correctly followed. 

  It is to our understanding that with the additional costs required to transform the plumbing, and the time required to pull applicable permits this would not accommodate you or your family needs, and it appeared that we would not be a good fit for your project or to fulfill your expectations. With that being said, requests for refunding your deposit and cancelling your project seemed to be the best for for both parties. Our records show that a refund check was processed and sent to you. 

  We wish you and your family the best of luck with your shower and bath projects.