ComplaintsforSolvay Glass of CNY, LLC

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Install of a patio door. Couldn’t open or close w/o both hands and a lot of force . Install said it the new sliding mechanism but gets easier when open and closed a few times . Couldn’t lock it after they left . No return calls . Multiple messages a guy comes out says he can’t believe install left it off track line that . March 2023 . Then all summer can’t lock it . Thought maybe humidity. Nope cooler nights and still won’t lock ! Hard to get them after the install !

  Business response

  09/26/2023

   We spoke to her and scheduled a service appointment for September 20th.  She left a VM to cancel that on the 19th of Sept and has not reached back out to us to reschedule. After receiving her VM, I tried to call, but she did not answer so she was sent the following message which she also has not responded to:  "****, I apologize that we weren't able to answer your call, or respond to these messages. Our text messaging platform was down, but is now back up and running. Do you have a day of the week that would be most convenient to reschedule the work on your door? I have canceled your appointment for tomorrow as you requested." We are attempting to call her now. 

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We replace 18 windows in our home with renewal by Andersen at a small fortune $64,000. It’s not the windows it’s the installation of windows. They were poorly installed. There are over cuts, gaps, cracks and missing boards. It’s fiber cement board and cuts opening will cause over time even more damage to our home. October 26 and 27th renewal by Andersen replaced the windows I know they had a hard time of it. When the manager asked us to do walk around I was sick because what we were left with he knew it and give explanation why it looked this way. Offered fixes. We said we would ask our handyman if he could replace boards for us . Meantime, Sunday October 30th they sent their Sr Sales Manager Dan to look over damage and take pictures. Understood why and how the windows looked the way they did. He said things they could do to fix the problem. I told him our guy didn’t want to touch it. He said he would contact contractors and would call us Monday. I am expecting a day their crew comes back and fixes everything he talked about. Monday - nothing . He needs time I am thinking so Wednesday I call he is in a meeting will call us back - nothing. I call today no one is answering I leave message and Josh the sales guy called me and says that they have difficulty getting a contractor and that they will give us $2000 back to get those siding boards replaced and that they estimate cost at $500. So that’s plenty of money. Josh even said to me that the our windows look like shit. I told him we did nothing ..and this is what we are left with? Andersen is doing nothing ? I told him to call me back and I have t heard from him. I know they are embarrassed as well they didn’t ever put up any advertising sign. I would like them to come back and caulk patch exposed areas do everything Dan said they would do. make it look presentable I sent pictures you don’t need to zoom in to see damage .. when you do you see the cracks, holes, It’s depressing and embarrassing.

  Business response

  11/07/2022

  We have spoke with Mr. ****** regarding his dissatisfaction on 11/5/22. Renewal by Andersen will be resolving his concerns by applying a brickmold to the 14 window units that did not originally come with the order.  In addition, Renewal by Andersen will be replacing the 4 boards of siding that were damaged during the install process. Once we have received the order of the additional material, we will be in touch with Mr. ****** to schedule this work. Mr. ****** was satisfied with our solution. Thank you.

   

• Initial Complaint

  08/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had windows installed in 2015, yes I realize it was a bit ago. I called at the time, after installation to complain, and Solvay sent someone out who agreed that yes, a subpar job was done, but not much could be done to fix the situation. I sent the attached letter to Solvay Glass in 2017. Heard nothing. I had given up. The other day, we had to reattach the window lock and keeper, it fell off. Which reignited my anger in the whole product and installation. I open this window 10x a year, so it is not like I overuse the windows. But I see you get results for other people, so I am hoping you can get results for me. I am $5000 away from paying off the financing company (financed my windows in 2015) so this is my last chance for a resolution. I am getting no where by complaining on my own. I am also coming to the end of the 10 year warranty on the windows, so I feel this is my last chance for a resolution. Thank you for your time.

  Business response

  08/26/2022

  Our Service Department is giving Ms. ******* a call today in the purpose to set up a service call appointment for our service techs to come out and review her concerns with the windows. 

  Customer response

  08/31/2022

  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. 
  
  Regards,
  
  ******* *****
  
  
  
  
  

• Initial Complaint

  04/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I, ******* *******, placed an order for replacement windows with Mark R*** on July 27,2021. This initial order was significant, totaling $33,534.00. On September 3, 2021, I increased the order to include two additional basement rooms for an additional $7,088.00. As the Change of Agreement form shows, I told the salesman, Mark, that the windows in the additional rooms are the same size as the other windows in the basement. Your employee, Jeff, came to our home on October 21, 2021 to check measurements of the windows in the two additional rooms. Jeff took measurements of the additional windows and reported that they were smaller in size than the other basement windows. I told him that his measurements were incorrect. Jeff went back to the basement to recheck his measurements. He returned stating that he was correct – the windows were smaller than the others. Jeff would not accept that he made a mistake. Chris and his team came to install the replacement windows on March 11 and 14th. We could see at that time how wrong Jeff's measurements were. The windows are too small. Extra framing surrounding the windows looks terrible. There are areas between the windows and the framing materials that consist only of white insulation foam. This workmanship is unacceptable. Additionally, Chris told me that we would have ranch casing installed. We did not get the ranch casing. Chris pressured my daughter to make the payment in full before he returned to Syracuse on the second day. She made the payment because I believed you would value your company's reputation and correct the mistakes made by your employees. On March 14th my daughter called ******* ** ******** and spoke with Amanda. Amanda told her that the managers were in a meeting, that they would discuss the problem and that someone would would return the call the next day. No one did. On March 15th, Mark R*** emailed my daughter to ask if we were

  Business response

  04/29/2022

  .I just spoke with Mrs. ******* today and spoke with her about everything. She is very happy that we are getting 2 new windows to match the others. I also let her know that I would call her next week with an eta and get her on the install schedule as well.  Thank you. 

  Customer response

  04/29/2022

  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.  Regards, ******* *******

• Initial Complaint

  11/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  a replacement window was purchased in July 2020. In May 2021 we noticed a crack in the new window & called Anderson. After inspection they said it was covered & would be replaced. In June an incorrect part was sent & correct part was put on order. After contacting them in mid August they said replacement was scheduled for September 1st. On August 30th they called to say part was not in & they would call when it came in. No call from them, we called on September 21st, their response was "checking into it". On September 30 we were told not in as yet and they are checking on it "will call you". Now October 7th, we're still waiting for a call back.

  Business response

  12/03/2021

  BBB: His part for his window was on backorder for several months, and we did call to check on the status of it, to learn recently that we expect his part be in this week, and to work with Mr. ****** in scheduling his repair. Thank you!  Mr, ******, We certainly regret the extended amount of time that your replacement part has taken to get here as it was on backorder for months. You are correct, in the fact that we have been placing phone calls to check on the status, and have done our very best to get it here as soon as possible, to be able to communicate that to you. We are expecting your order to be in this week, so we look forward to completing your service in the very near future. We apologize for the wait in getting the product, and we look forward to speaking with you again soon!   

  Customer response

  12/07/2021

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does resolve my complaint.  For your reference, details of the offer I reviewed appear below. Solvay Glass called me yesterday morning (12/06/21). they advised me the window came in, and they could install it that morning. They did come to the house within 30 minutes & installed the window. I am now satisfied with the results, however not with the amount of time it took. Case closed now, thank you for your help. Regards, ******* *****

*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. ↩