ComplaintsforGilkey Window Company Inc.

• Initial Complaint

  07/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered Fiberglass French Doors with storm doors from Gilkey Window Company on March 17, 2022 for $12,900.00. Installation date was October 6, 2022. Problems and damage with installation leading to 6 service visits for water leaks, doors closing improperly, frost inside and service showing up with the wrong parts. Finally, on March 13, 2023 manager (Todd) came out discovered 1 door is bowed (ordered replacement door). As of today, July 2, 2023 still waiting on door. We are senior citizens on fixed income seeking resolution, either total refund or total replacement. If documents and photos are needed we could send via email or text.

  

  Business response

  07/05/2023

  *** *********i,
  It’s unfortunate that you have had multiple problems with your Provia entry door that we have installed in our ******* location.  However, there has been no lack in effort to resolve the ongoing issues with your door.  Each of our service attempts to resolve one area of concern resulted in the discovering of a new problem to address.  I do apologize that it has taken so long to resolve the ongoing manufacturing defects in your door.  The good news is that all the problems are parts that can be replaced under the terms of your contract with Gilkey and the warranty through ourselves and Provia.  Unfortunately, the replacement Provia door slab for your entry door has been on inventory hold (waiting on parts) for an extended period of time.  We will continue to communicate with Provia on the urgent need for your replacement.  As soon as the replacement gets delivered, we will have the service manager that discovered the warped panel return to install the new slab.  If the door continues to have problems, after the slab has been replaced, we will discuss the next course of action with you.  Thank you for your valuable time and understanding as we work to resolve all known issues with your entry door.

  Customer response

  07/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

       Damage during installation and problems have been with both entry door and storm doors! Not all problems relating to Provia. Attempts to resolve one problem resulted in a new problem, one would think there is a bigger problem. One serviceman came out with a brand new window, trim and seal for entry door to repair water leak, but chose not to install any of them, instead stuffing fiberglass insulation around window, (Band aid fix), window still leaks, sent photos to Kathy and Todd. Another (Band Aid fix attempt was made to bend storm door hinge! I have  contacted Provia, they are aware of our situation, but must deal with Gilkey. We have been very patient, left with no option but to involve the BBB. 16 months since ordering door(s), 9 months since install sure is an awfully long extended period of time with no resolution. "If the door continues to have problems, after the slab has been replaced, we will discuss the next course of action", Are you kidding me? How long must this be dragged out?  Another 9 months?

  
  Regards,
  
  ******* **********
  

  

  Business response

  07/10/2023

  Cathy in our ******* ***** office spoke with him today 7/10/23, he’s scheduled w/Todd to come out with the new door slab on Thursday 7/20/2023 between 11am-12pm arrival time.  Thank you.  

  Customer response

  07/13/2023

  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. 
  We will wait until 7/20/2023 to see what the out come of the repair is.

  Regurds,
  
  ******* **********
  

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid with my bank account on July 26. For the three windows that were being replaced. They did the measurements the first week of July . On July 26 I made my payment for the full amount of 1080.. My scheduled date of service was for sept 8. Technicians arrive with wrong paper work and wrong windows. This is after waiting over a month for the windows. The day goes by and no phone call. Friday the 9th I call them . I spoke to it’s the man who was in charge . I do know his name . And he treated me like a piece of crap . He was so rude . I really couldn’t believe it . You run my own business and talking to a customer they way he did is very unacceptable. And still then he couldn’t explain what went wrong or when I would even get my windows. I have never been talked to like that in my life . I didn’t know what to do .

  

  Business response

  09/23/2022

  This request is for service glass on Gilkey windows not purchased by **** *******.  We have refunded her payment and have explained that the glass delay was due to a simple order entry error.  The glass has since been reordered and **** ******* has been notified.   

  Customer response

  09/26/2022

  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,
  
  ***** *** ****** *******
  

*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. ↩