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Business Profile

Window Installation

Comfort Windows

Complaints

Customer Complaints Summary

  • 12 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/24/2025

    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.
    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Hello BBB. Comfort Windows scheduled a meeting for me with a rep from the roofing materials manufacturer, but it's so much fluff and stuff. They have not offered one thin dime of compensation. I must continue taking action against them. Thank you. 

    Regards,

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

    Business Response

    Date: 06/26/2025

    The roof Production Manager has been in contact with a GAF manufacturer rep and
    the roof installation meets GAF standards. The Production Manager has scheduled
    a time to meet with the homeowner on 7/1 to discuss this further in person. 
  • Initial Complaint

    Date:06/06/2025

    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.
    Hello,  The amount if a refund in the amount of 3700.00 as mentioned in the original document submitted.  Thank you,  ********* ** **** I did not see any insulation coming into the house so I asked Jeff if they were going to insulate the wall cavity before the window would be set. He must have contacted Scott because Scott came storming out of the room, through the house and outside. When he came back in he slammed the doors to the house walked through the room and turned back to say “if you have any questions don't call the office ask me, that is what I am here for”. It was NOT said in a nice way. Before I could answer him he stormed through the house and slammed the bedroom door. This from a worker who is a guest in my house, whom I am paying? Later I explained to him that I went to Scott as my salesperson because maybe it was not noted on the work order. The window got set and Scott called me into the room to tell me that all I was going to get as a sill was about 4” because the window had to sit on something. I said that is not what I am paying for. I could have had anyone install 2 double hung windows. They finished, both were tipped and left. While trying to put the room back together not only was the wall damaged but the bedroom door and another wall had a dig mark. Just carelessness. I was cleaning the windows and thought there was a scratch and the room was so cold and I could feel cold air rushing in. So a call was placed to the manager Kenny and he came out. Without a blink he said this is wrong so we are going to order new materials, deinstall the window and get this all corrected. Do you want the same crew? NO I said as I explained the interaction with Scott. Kenny said “oh yes, we know about Scott, it is just the way he is”. Hum, so you have a problem employee but he is your front line to the customer??? Second install date: About 2 weeks later around New Year's the second crew came out. A different crew chief and 2 guys outside. Window out, re-worked the sill to 8” and the window back in. Still no insulation into the wall. I assumed they know the job and about the cold. Never assume!! I did hear that Scott did not read the work order because it was noted as a 8” sill. The chief showed me the window, all 3 got tipped and out they went, packed and ready to go by 2:45. Again, clean up, paint, stain and while working I could not figure out why the room was still so cold. Not insulated enough or correctly from the outside on the re-install and nothing in the wall. This time I called Rochester and said I don't want to deal with Tonawanda any further. I got a call back from Operations Manager Adam. He scheduled an appointment with me to see things. He was surprised and disappointed to hear the story thus far. He left me and drove to the Tonawanda location. He called me back in a few days and said that Kenny and another guy were going to come out and take off all the outside flashing and re-insulate the window with FOAM. Now we are up to the THIRD scheduled appointment for correcting the job. Kenny walks into my garage and said so now what is going on? I said well the window sill is now correct but the wall is still freezing and I can feel cold air. I told him I wanted to see the window once they got the flashing off and again before they sealed it back up once they were done. Did he listen to me? NO, pulled off the flashing and I hear hammering so I go outside only to find the other guy working on the window already. I snapped some pictures that I could get. While out there the guy said to be that this is a really a good company and I was lucky that they are coming back to do this work. Hum, if it was done correctly the first time I would not be at the third run at this. About 2:30 Kenny calls me to come out and see the work, surprise all the flashing was up and I have no idea what was done on the outside. Also Kenny said he was going to caulk the inside of the of the window so I had moved all the furniture out of the room. Well by 2:45 they were packed and in the truck. I went to tip the men and asked Kenny “I thought you were going to caulk the inside of the window”? He replied, well lets see if what we did today works. I can always come back to do the caulking. Seriously, are you going to put me through this a 4th time??? They were tipped and off they went. Well, we got a day that was so cold that a plant I had rooting in water actually had ice in it. So back to the phone, I had enough and called Syracuse looking for someone with ownership in the company. Yep, good luck with that ev everyone in the company is a hidden secret and don't want to be bothered. I tried about 10 email addresses for Fritz on the commercial, all came back. The lady I spoke with in Syracuse was going to send me to Rochester to the general manager. I told her I have already been there. She said I will give this to my lady manager and she will get it where it needs to go. An hour later Adam the general manager called me. I asked him are you calling to see how Kenny did or because I called Syracuse? He said he rec'd an email regarding a problem. I told him this is the last chance to save the company from me going to the media and the BBB. I want to speak with someone that has ownership in the company. A few days later I recd an email address to Jordan *******. He is the son of the owners but at least I thought resolved is in sight. I sent an email to Jordan and said there is too much detail to put in an email and I wanted to set a time to speak with him. The date to talk was set for 04/09/2025. The call lasted an hour. The very first thing was what I thought was a heartfelt apology. Finally, someone heard me. He said that sometimes a job will go south or they have a problem that a customer does not want to pay the balance but that was not the case here. He said you had all of this. Neither he or his general manager knew any of this was going on with my job because Tonawanda never advised the general manager. Jordan knew that I had paid my bill in full the day of the first install. I said Scott would not leave the house until I called and gave my credit card information. If I knew I had all of this problem in front of me I would never have paid the bill in full Jordan said they are a great company and in his 20 yrs they have NEVER had a situation like this one. Please hold on to my personal email address and personal cell phone number. I would like to offer to install any other window in your house. All my windows had already been completed. Funny thing I did not even need to do this window with them because I had already replaced it once. I just wanted to have more light and a bigger window for plants. Sure 3700.00 to do this, foolish move maybe. Please let us do a window, I don't have one, how about a door, no all of those are done. Do you have any projects that we can do at our cost to prove we are good at what we do? Also I will look at your contract and get back to you as I want to refund some money to you. Then he did tell me that the cavity of the wall should have been insulated. I told him I worked with builders and have had other windows done where the cavity was insulated. He said he would speak with Adam about cutting holes in the wall, blowing insulation in, they would then fill, sand and paint. Adam told me they don't do that work. Does one hand know what the other does?? Remember I was willing to purchase the roll of insulation at the contract stage. Jordan did send Adam and Greg back out to the house to again pull off the flashing, undo all the insulation and re-insulate it again correctly. Still not addressing the lack of insulation in the wall under the sill. They pulled all the flashing, what insulation that was in there (per my pictures). Finished the work, showed me the job, got tipped and out they went. Lastly, I have already sent 2 customers into Comfort. One window job of 18,000 and another that completed a bath with them and have windows on order to be installed. Jordan had not contacted me about the refund so on 05/30/2025 I sent Jordan an email about the status. He pushed me off on Adam who called me late in the day and that conversation did not go so well. I had reached my breaking point and was tired of being shoveled under the rug. They got my money and now I can live with allthis bad experience.  I find it most funny that they were going to offer me any free window or door at their cost which might equate to a few thousand dollars and I could have taken advantage of them with that offer but didn't. I am not that person yet Adam mentioned a 400.00 refund for all this discomfort suffered while ( oh and I was re-cooping from knee replacement) having to move things in, out repair work, stress on my healing body. That 400.00 does not even cover the 50.00 tip to 9 (450.00) of their employees that I paid out thinking that the men knew the job and did it all correctly let alone covering any of this situation I have had to live through. No wonder the crew chief goes in the room and close the door, this way you can see what is NOT being completed correctly!!! Such a shame as I those referrals to Comfort brought them in ALOT of money. Any questions please feel free to contact me directly at ************Sincerely, **** ** ****

    Business Response

    Date: 06/12/2025

       There were issues with air infiltration
    initially with the installation of the 2 double hung windows.   We never left the customer hanging and
    stayed with the project until we remedied the situation.        Our general manager personally went to
    inspect and fix the problem prior to the customer speaking to our ownership
    team.   The issue with the 2 double hung windows has
    been taken care of.   Wall insulation in
    the wall under the window opening was not included in the project.   Wall cavities are not accessible to add
    fiberglass.    Furthermore, if there is air infiltration
    coming from the wall cavities, fiberglass is not the way to go as it does very
    little to stop air flow.  We offered to
    blow in the walls under the window unit for the customer at no extra cost which
    she did not want done because she does not want to disturb her siding.      Our crews are instructed to close off
    rooms they are working in during the cold months so that the home maintains its
    heat while we are working with an opening in the wall.       We have already processed a $400 refund
    check for Mrs ******.  It was discussed
    with her on the phone recently that the referral checks will be coming along
    once those other projects are finished.  
    As she requested, we are also working to bump up one of the referrals
    install date.       We regret that we were not able to satisfy
    Mrs ******.  She did speak with both
    Jordan and Adam and they both have tried to offer remedies that the customer is
    not accepting, even going as far as to let her know that we would still be
    willing to come back in the fall or winter to address the insulation in the
    wall under the window at no charge if she changed her mind.      At this point all offers are off the
    table.  Refund check is processed and will
    be arriving if it has not already and all referrals monies will be
    honored.    

    Customer Answer

    Date: 06/13/2025

    Dear BBB. In response to the reply rec'd from Comfort Windows: I find it funny that there is no detail to the reply and incorrect information provided.  So I would like to provide that detail for you in the email. First of all it is correct that I was not left hanging but that is only because I was the unhappy one in the process.  Was I to except a window that leaked air and a sill that was not installed correctly per the contract details?  The first crew chief Scott can't read and this is my fault?  The contract clearly stated to build out an 8" sill not a 4" sill as provided.  That triggered my first call back to them.  Then a second installation with a correct sill and nothing done to correct the air issue.  Would you not think that in a second round they would have addressed everything?  Even your own worker said the same thing.  Which then lead to another call that there was still an air issue.  Remember this was all being installed in Dec and Jan in low temps and high winds.  This can not compare to 60 or 70 degree temps with no cold winds.  So to say that the situation has been remedied is a guess wouldn't you say? They did not address to you that they had to come back to the house 4 times to try and get the job done correctly and 3 managers in between the installation appointments.  Hum, is that common in the trades.  This is not my first house or first time doing windows, so I think not.  Yet the Comfort commercial talks about the quality that they do.  Jordan told me that never in his 20 yrs have they had a job go so south as this one and he and the general manager of this area knew nothing about this bad job.  That is right because no matter what location you call this the company (Rochester, Syracuse) you get a road block and routed back to the same people, you cant get to the top with a call or email.  It took me a long time to get the blessing to have an email address to Jordan.  I asked for a call due to the detail to be discussed. Lets move on to the comment that Adam the general manager was out here with Greg on a 4th run to fix the issue PRIOR to me speaking with Jordan (management team) is INCORRECT!  Please check your records.  My call with Jordan was on 04/09/25 at 9:30ish.  As far as I can see Jordan on the 9th and Adam on the 24th is not prior to me speaking with the "management team, Jordan" There was no team just one person. Next regarding the wall cavities not being accessible to add fiberglass: Sure this is correct when you are speaking about the 3rd or 4th trip out to the property but WHY was this not addressed the 1st & 2nd time the window was out and the wall was accessible?  Then you later comment that the insulation was not included in the job.  So which is it, not accessible or not included. These are some of the biggest issues in working with Comfort Windows.  One hand does not know what the other is doing or so it seems: Jordan tells me that he will send someone out, they can cut into my interior walls, fill, cover it back up.  I mentioned that I can sand as I have respiratory issues so that repair is not a workable option.  They can take care of that and paint the wall.  When meeting with Adam he tells me they don't do anything like that.  Which is it? Another example is Adam tells me that Kenny will come out and FOAM the outside of the window to seal it.  Kenny shows up and tells me they don't foam windows.  Which is it? Now to address the outside blowing of insulation.  Yes Adam did offer that and my house is built in the 70's and has old siding.  It is tight and in very good shape but may break when removed.  I have the extra siding but this now means that I would have to re-paint the side of the house.  I have recently had my knee replaced and ladders are not the best for me yet.  Adam and I agreed to wait until the cold weather to see if the sill area is still going to freeze my plants.  So I believe this is still an open item.   Next Jordan told me more than once that HE was going to review the contract and get back to me with the refund amount.  After a month of not hearing anything from him I emailed only to be pushed off to Adam who told me about the refund amount. The funny thing is that I spoke with Jordan on 04/09 and the refund conversation had not happened and when I emailed him on 05/30 the refund had not been ordered so I felt like it fell through the cracks.  So conversation on 04/09 and today is 06/12 that seems to be a long time in accounting! Finally just to sum things up I was never looking for a refund of the full price or any refund.  I could have taken an offer for a window or door out of spite but did not.  Why have the expense to Comfort Windows.  Most of this could have been avoided by just an apology for having to come to the house 4 times to get the job correct. Leave the wall insulation open until it got cold to see"if" anything more was needed. Lastly, if you heard me several times say I tipped in good faith your workers thinking they knew what they were doing and what the job was to the tune of 50.00 eac X 9 workers.  The only ones that tried hard to fix the cold problem were Adam & Greg.  It would have been nice to just have the 450.00 refunded.  But that was a dream that you would do the right thing. The fact of the referrals was not about getting paid for sending the customers to you it was about even with the mess on my paid full deal look what a large referral source you just carelessly tossed away.  I know you mentioned firing a manager Ken and a disciplinary action for Scott which I as a customer did not need or want to know about.  The bigger question that maybe you can see is how do to get to the next level when you can't get satisfaction in your own region?  Who is watching over the crews in Tonawanda?  Now, you mentioned that this is a closed matter so I am left holding the bag if the window sill is cold?? Is this really the way you want to leave this deal?? The 400.00 does not even cover the 50.00 tip to 9 (450.00) of their employees that I paid out thinking that the men knew the job and did it all correctly let alone covering any of this situation I have had to live NOT being completed correctly!!! Such a shame as I those referrals to Comfort bought them in ALOT of money. Any questions please fell free to contact me directly at ************.Sincerely, **** ** ****

    Business Response

    Date: 06/16/2025

    In response to the
    customers’ requests, Jordan apologized for her experience and made sure she was
    happy with project. Customer said she was and even commended our efforts with
    Adam and the team so the contradiction from the customer is strange. We have already
    explained to her that a refund check was sent. She mentioned tips, which we
    told her wasn’t necessary, but she insisted. We can offer an extra $200 on top
    of what we already sent to cover the tip cost. The window is installed and
    insulated property. If she experiences cold weather, we will be happy to come
    out and inspect the window, and fix if necessary as she has a lifetime warranty
    and she has paid her balance which of course we will honor that.  

    Customer Answer

    Date: 06/24/2025

    Dear BBB, This is my second required response to the last Comfort Window reply.  I am willing to accept the outlined terms from Comfort Windows. Yes, they did confirm in writing to you that they will honor "IF NEEDED" a follow up visit to my home "IF" the window is cold or leaking.  This was the larger of the items I wanted to see in writing. As for the kind of increase to the amount to be refunded that is acceptable as well.  However, please I would like them to clarify when that check will be sent.  In conversation when I reached out to Jordan and he had Adam reach out to me on May 30th the original check in the amt of 400.00 was in accounting.  Further a few weeks later the check was referenced to be at my home that day or the next.  As of today June 24th nothing has been rec'd.  Was it sent already and was it sent to the correct address?  If this could be addressed please.  I would prefer that this matter remain open until the full payment has been recd. My apologies for being a bit hard nosed now be this is the lack of trust that has been created for 4 trips to correct the install.  The back and forth of being told we will do this and then someone arrives and states, no we don't do that.  Twice this happened.  I live my life trusting people as I am a glass full half full person v the glass is half empty. As always, I appreciate the help you are providing to me to resolve this matter. Regards, ****

    Business Response

    Date: 06/24/2025

    I, the Corporate Service Manager, am confirming that the check has been processed by our Accounting Dept and dropped in the mail to the customers address. 

    Customer Answer

    Date: 06/30/2025

    If you could please add this to my file. I am happy to report that the full amount in one check of  600.00 dated 6/23 arrived today.  So all these weeks of being told the original 400.00 was in accounting, in the mail to me was an untruth.  I hope you can see why my trust level with this company changed.  Seems you just can't get a straight, correct answer.  Please close my case and I am hoping that I can make do with the window the way it is and have no further trouble with cold. As for my life time warranty well I pray to never need a further interaction with Comfort Windows. Fingers crossed that both my referral customers don't have any of this experience. I would be so embarrassed.  Thank you for all your help in this matter.  Regards,****
  • Initial Complaint

    Date:02/10/2025

    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.
    We purchased 10 double hung windows from Comfort Windows on December 11, 2023 for $14,564. The windows were installed in April 2024. We soon noticed there were suction cup marks on the windows, visible when there was condensation on the window. An employee came out and verified the situation. Two windows were replaced, the replacements had the same issue. After countless calls and emails to Comfort they admitted it is a manufacturing problem with the glass but provided no resolution. Another employee came to our home and said he has been to other homes with the same issues but Comfort has not done anything to resolve the problem. Their customer service reps either ignored phone calls from us or took up to two weeks to respond. The correspondence with the salesman has been vague on any information as to a resolution. It will almost a year that we notified them of the problem and we are not any further ahead for a possible solution.

    Business Response

    Date: 02/10/2025

    We have received your message regarding the open service with your windows from Comfort Windows. Comfort was made aware of the suction cup marks and sent a Service Technician out to replace 4 sashes on 12/19/2024. The Service Department received a call from the customer on 1/27/2025 that they were still noticing suction cup marks. A Service Technician was sent out on 2/5/2025 to assess and confirm. They took pictures of the affected windows and noted their locations. This is of course covered under warranty and replacement product has been ordered on rush. 
  • Initial Complaint

    Date:10/23/2024

    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.
    I purchased 3 windows to be measured properly and installed. The kitchen window was not measured properly so the installer added insulation and trim to make up for the window that was too small for the space. I contacted seller several times with no return call or attempt to rectify the mistake.

    Business Response

    Date: 10/24/2024

    We have received your
    message regarding your window Comfort installed in April of 2024. A service
    request regarding your concern was previously submitted to Comfort in May of
    2024. The Service Department reached out to you and left a voicemail, but no
    record that a return call was made. We would like to schedule a time for a
    Production Manager to meet with you to assess the window and your concerns. I,
    the Service Manager, left a voicemail yesterday 10/23 to schedule a time that works best
    with your schedule.
  • Initial Complaint

    Date:08/23/2024

    Type:Order 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.
    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. 



    Regards,



    ****** *****








    ly going to call, not contact in writing.

    Business Response

    Date: 08/26/2024

    We have received your message regarding the recent window contract signed with Comfort Windows. Our Sales Manager spoke with the customer on Friday 8/23 to discuss and confirm cancelation of the contract with Comfort. The Sales Manager offered to pass along the customers information to a friend of his who is also a contractor since the contract between the customer and Comfort has been canceled. On Sunday 8/25, the Sales Manager and contractor visited the customers house to discuss the project to be completed by the contractor. After receiving this message today, the Sales Manager spoke with the customer and the customer is looking for something in writing that the contract between the customer and Comfort is canceled for his records. I, the Service Manager, will email the customer that document today. 
  • Initial Complaint

    Date:01/12/2024

    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.
    I hired Comfort Windows to install a sliding glass door from a exisiting window, creating an extra exit onto my new back yard patio. On quote I agreed to replacement of window to sliding glass along with install of a outside light and outlet and steps with rail. This would be a 2 day project. Wednesday, December 27th my project began and appeared to be going well. Thursday, December 28th at approximately 4pm I was greeted by one of the workers that came in said they were all done, we did not do a walk around or review of the finished project in and out. I was simply rold their boss advised they collect the check from me, he furthered then stated that the wall repair needed to dry and perhaps need a another coat of whatever and then sanded, which he may return to do but I coudl also get someone else to complete. Also that they install the lights but unable to complete the installation to my circuit box in the basement. I would need to get someone to connect it as they completed everything else. I replied with see you all tomorrow. Friday, Decemebr 28th to no avail, there was no one that showed up to complete and I then hired an electrician who then came over and completed the setup of the light, which he advised was installed backwards and perhaps they had previous problems and just gave up. I had a friend who also does construction work advise that the outside frame of the window was not fully caulked. The bottom only was done. I voiced this concern to the salesman Don M***** with pictures and message via text and he responded on Tuesday January 2nd with he would speak with project manager about completed repairs. I then received a follow up call from one of the installer asking to come and retrieve something they believe they left and to finish the electrical. I did not get a visit that day nor the next, I then received a text from a Patty stating they need access to inside of home to retrieve a ladder and finish, no word was ever shared about compensating me back.

    Business Response

    Date: 01/18/2024

    We have received your
    message regarding your recent sliding glass door install. A Production Manager
    reached out the day after install 12/29/2023 to schedule a time for a Comfort
    employee to come out to finish the electrical and project. Customer informed
    the Production Manager that they had already hired an electrician to finish the
    electrical. Customer also brought up concerns over install quality which the
    Production Manager said he could schedule a time to come assess. They did not
    schedule a time during that phone call but the Production Manager has reached
    out 3 times since then with no return call back from customer. Comfort is more than willing to schedule an assessment with a Production Manager and resolve install concerns. Sales rep has also been asked to reach out to customer to discuss contract work scope. 
  • Initial Complaint

    Date:11/27/2023

    Type:Delivery 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.
    On 6/27/23 I contracted w/ Comfort Windows of Rochester to have 3 sets of windows replaced in my Sun Room at **** * ****** *** ** **** ** for $3,220.00 On July 21st, 2023, Mike from Comfort Windows was here to take measurements for the glass. He was also given a check for $1,100 as a deposit.
    This is Nov 27th, 2023 and in the last 3 weeks I have phoned Comfort Widows 3 times and each time I left a message re the status of my project. To date, I have yet to hear back from anybody there: hence, this complaint to the BBB.

    Business Response

    Date: 11/28/2023

    We have received your
    message in regard to your window project. Customer is currently within the
    estimated lead time on contract and will be called when the project is ready to
    be scheduled. 
  • Initial Complaint

    Date:10/06/2023

    Type:Customer Service 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 ordered a storm door in July 2023 and put $643 dollars down on the door. We were expecting and October install date and called for a status over the last few days. Repeated calls to them go unanswered an nobody calls back. We even reached out to the salesperson on his phone and he doesn't answer or call back. Soon I'll be asking for a refund. **** of a way to run a business.

    Business Response

    Date: 10/06/2023

    We have received your message in regard to your storm door project. Comfort will reach out to customer to discuss status of project. Customer is currently within the lead time on contract but we will try to rush project. 
  • Initial Complaint

    Date:10/03/2023

    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.
    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 

    A discussion was had with what may happen to resolve the problem. I may receive a new door; I was told it is being ordered. I have no idea how long this will take. It may be replaced without any issues or there may still be problems. Based on what has happened so far, I am not optimistic.  A refund was offered but not an agreed upon amount. I also supplied pictures of damages to the drywall surrounding the door caused by either improper installation or incorrect measurements taken. I have a contractor coming to my home to give me an estimate to repair the drywall problems. 

    Regards,

    ****** **********s company. They have such poor customer service that I doubt they will ever live up to their contractual promises. If I could return it for a full refund I would. Since this is not feasible, I am requesting a partial refund instead of a new door and further inconvenience to me.

    Business Response

    Date: 10/03/2023

    We have received your message in regard to the sliding glass door. Comfort will address the customer's concerns and I, the Service Manager, will work with the customer on this issue. 

    Business Response

    Date: 10/05/2023

    Hey Kevin, I reached out to this customer yesterday to discuss the situation further. A resolution has been agreed upon between Comfort and the customer. Thank you, 

    Business Response

    Date: 10/06/2023

    As we discussed on the phone, everything is a process in rectifying the situation with your door. As we move through this process, we will continue to keep you updated each step of the way.

    Customer Answer

    Date: 10/13/2023

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 

    I understand that I am to assume everything is in process.  However, I am sure you can understand, until I actually receive a door and/or compensation, (neither of which has been completed) my complaint has not yet been resolved.  I will agree to close the complaint once the situation has truly been resolved. I have no idea how long this may take.  Based on past performances by Comfort Windows I am expecting it to take a few months or more. 

    Regards,

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

    Business Response

    Date: 10/13/2023

    We have received your response. Comfort understands the complaint will stay open until the matter is resolved. I, the Service Manager, will reach out to you Monday with a status update.  

    Customer Answer

    Date: 10/17/2023

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
    I am looking forward to hearing from you on Monday, I am assuming you are speaking of 10/23/2023. I am hoping to receive the replacement door before the weather gets much colder. I originally requested the original door be installed in May to avoid an installation in the winter. I also do not normally stay in Rochester during the winter months and will have to make plans to accommodate the installation. I am also having problems getting a drywall contractor to actually show up or call me back.  I have contacted 3 different businesses. If you have a solution to this matter, I would appreciate it.  
    Regards, 

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

    Business Response

    Date: 10/17/2023

    I, the service manager, will reach out to you this week since the order has been updated with a tentative ship date.  

    Customer Answer

    Date: 10/17/2023

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 

    I spoke with Will from Comfort today. He will keep me updated and he understands that I want to keep the complaint open until this issue is resolved. I do not need a reply to this message. 

    Regards,

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

    Customer Answer

    Date: 10/17/2023

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.    I will close the complaint now and if Comfort windows does not do what they have promised, then I will contact you to re-open the complaint. 

    Regards, 

    ****** **********
  • Initial Complaint

    Date:09/27/2023

    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.
    I rejected the offer of replacing the glass a second time from Comfort.  I already replaced it once with Joe ********** and it did not correct the problem.  The glass is only visable from the interior of the house.  I specifically asked for an external glass package.  I spoke to ***** ****** from ****** **** on Monday August 28, 2023.  She told me for the door that was purchased they do not make an external glass package.  I then called Joe ********** and was told there is nothing more they would do for me and to paint my brand new front door.  I am willing to give back the current front door and both glass packages for a door that will meet what i orignally asked for.  I am not willing to pay any more for a new front door.  I feel that vital information was omitted with both Comfort parties when purchasing the orignal door and the secondary glass package.  **** ******

    Business Response

    Date: 09/28/2023

    We have received your message in regard to the decorative glass in your entry door. The customer came into the showroom and received a new
    piece of glass for her entry door that she had picked out and approved of.  The new piece of glass was installed, and the customer still doesn’t like it. The buyer can
    purchase a new piece if she wants and incur a service charge. 

    Business Response

    Date: 09/29/2023

    We have received your response. Comfort will review this situation further with our management team and ******. We will post a response in the coming week. 

    Business Response

    Date: 10/06/2023

    The customer was not happy with the initial glass pack. Comfort worked with her to find a replacement from the same line of glass pack, which we offered to swap out at no cost. The customer decided to move forward with an upgraded glass pack, which we heavily discounted for her. The glass pack that she replaced is different from the original and can be seen on both sides. However, that is dependent on lighting and the time of day. If you are looking at the door from the road during the daytime and the house is dark inside, it is not going to be as easy to see the glass pack. In addition, the further away from the door you are, the harder it will be to see. As stated before, the customer can purchase a new piece of glass if she wants and incur a service charge. Comfort could also coordinate a time for a manufacturer representative to meet with the customer. 

    Customer Answer

    Date: 10/06/2023

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.

    I am very disspointed in the way my project was handled.  I specifically asked for a visable glass package to be seen from the sidewalk.  I am very displeased with the lack of communication of both salesman for this project.  I was NEVER told about the glass being an interior glass and if that was stated I would not have proceded with the project.  I will never be returning to your business!! 
    Regards, 

    **** ******

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