Complaints
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 0 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:01/07/2024
Type: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.
Last November, I entered into a contract with Rosati for the replacement of 6 sunroom windows. My salesperson was Mr. C********. He came to my condo on two occasions prior to me signing the contract and paying my down payment. On both of those occasions, I specifically informed Mr C******** that the sunroom had recently (Less than a year prior) been re-modeled. All new paint, custom wood trim, carpeting, etc. It cost quite a bit of money! I was concerned about any damage that replacing the windows may cause to the new wood trim. Mr. C******** informed/assured me twice that there would not be an issue and that no damage would be done. Fast forward, approximately 9 months (because that's how long it took Rosati to fabricate the windows and have them scheduled for installation), the installation was an all day event. Surprisingly, the workmen informed me that they may have to do some damage to the window trim. Both inside and outside! At this point , the old windows were already out, so i was hopeful for a good outcome. I did, however, mention to the installers that the salesperson assured me that there would be no damage to the wood trim. They said that this could not be helped. During installation, the wood trim was damaged, as well as nicks in paint work, separated seems in the trim, and nailhead(s) showing. The outside was also damaged, they had to caulk quite a few areas of trim and clapboard siding. I almost didn't pay the final bill upon completion,however, not wanting to cause an episode, I paid. I had to re-paint the areas of the exterior of the condo myself! I live in a very strict condo community. I am also having issues with several of the screens. They are very wavy and seem to have more screen material than is required. I did have a tech out on November 30. I decided to wait and see how the screens would be after the Winter. The tech also took a few photos of the damaged woodwork, etc. As of this writing, I haven't heard anything from Rosati!
Business Response
Date: 01/08/2024
It appears that there was a misunderstanding about when to do the service. It seems the only thing our customer wanted to wait on was the screen issue. Our vice president, John V******, will contact customer and stop by to go over the wood issues so that we can address the issues and resolve the complaint. I apologize. Mike R*****.Customer Answer
Date: 01/08/2024
John, (From Rosati) contacted me on Monday, January 8th, 2024. He will be coming out to my home on Thursday, January 11th, 2024. I will not consider this matter settled until I’ve had the opportunity to personally speak with John , have him inspect the damage done by the installation crew, and arrive at a satisfactory solution. So, I do not wish to have this complaint considered settled at this time. However, I am hopeful for a positive outcome.
Regards,
*********** **********Business Response
Date: 01/30/2024
We will send a check to our customer for $680.00 today. I want a receipt mailed to us once the painter is finished.
Customer Answer
Date: 01/30/2024
I accept the business's response to resolve this complaint.
Regards,
*********** **********Initial Complaint
Date:03/01/2023
Type: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.
Call in several times about windows leaking air when the wind is blowing out side can feel drafts of air. This was the concern I had when I had my old window was in had representative come out and give me est and told me new windows would resolve the concern. This was back in 4/29/20 was installed. And since then they have been out trying to get them sealed up first attempt was installing foam between edges of window track, then next step replaced window molding , then replace window. Then the even put silicone on window trim to try to stop air from entering around window. ( have picture with video evidence ) then was told after these attempts that they would come out and reseal them from out side when this day came they only did the front windows, after this repair attempt was made found casting was cracked on out side of window called them back to have them come out again and the said they would put silicone on window casing. ( if I want silicone on brand new windows I would have kept my old ones and did the same thing) after not getting any results and still have issues , dealing. With it through COVID pandemic and still not getting anywhere . I feel they are not standing behind there warranty and work. Would like to resolve this concern but have not been left with many options.Business Response
Date: 03/05/2023
We have been out multiple times and we have pulled casings to verify insulation, we have recalked the new casing and have determined everything is properly installed and we have found no other issues that could be attributed to our windows or installation. We feel at this time we have done everything we could.Customer Answer
Date: 03/15/2023
Windows are still leaking
Regards,
**** *****Initial Complaint
Date:01/30/2023
Type: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.
I received a Limited Lifetime warranty from Rosati Windows when my windows were installed on 2/3/2012. "Installation is covered for the full term of this warranty, provided products are installed by Rosati windows installers". These are the exact words on the warranty. The windows install was a failure and has caused a slow leak that has been happening ever since the windows were installed. This slow leak only happens when there is wind-driven rain that blows against the side of the house. When this happens, rain water gets behind the vinyl siding. Since there was no flashing installed around the window to direct the rain water to the water proof barrier (house wrap), the water piles up on top of the windows and finds the crease in between the house wrap and the windows. At this point water has come into contact with the wood framing of the house and runs down the wood framing, causing further water damage. Wind-blown rain is a well known vulnerability with vinyl siding. There needs to be layers of protection behind the vinyl siding, which includes flashing and house wrap. My house did have the house wrap. But it was missing the flashing around the windows, which is required in the 2006 Residential Code of Ohio, which was the code to follow at the time of the windows install.
This install code violation has caused rot/mold on the exterior wood frame around the house. I feel that it should be the responsibility of Rosati to pay for all leak damage and install flashing (and house wrap where it was pulled off to find the leak) around all windows on the house. When contacting Rosati, they claimed that the install was not the cause. They blamed the vinyl siding. Rosati claimed that the pictures show water damage above the window, and that water does not travel against gravity. However, there is a process called wicking and capillary action that causes water to travel up and against the force of gravity - **************************************************************Business Response
Date: 02/16/2023
I have spoken with **** ******* and he will be calling to schedule a time so that he can observe the situation. Thanks, Mike R*****Customer Answer
Date: 02/24/2023
I am rejecting this response because: I do appreciate that John reached out and came by to hear me out and look at my home. He made it sound like he is in agreement, but until something is actually done or in writing I do not feel like this is resolved.
Regards,
***** ********Business Response
Date: 07/06/2023
The invoice was to be mailed to my attention. I never received anything until her last email and sent out a check. No one here is paying an invoice sent by a contractor we never heard of. We get numerous fake invoices on a daily invoice. I have satisfied our agreement. By her email, the invoice was only 2 weeks old. We usually pay net 30 but had no invoice asking for payment on receipt. Thanks. Mike R*****.Customer Answer
Date: 07/10/2023
I accept the business's response to resolve this complaint.
Regards,
***** ********Initial Complaint
Date:11/29/2022
Type: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.
Last spring my wife and I wanted windows put in our house. A Rosati salesman came and measured and promised to come back in November. I went in the hospital in August but they were coming early, I told them not to. After the hospital, my doctor said I should strict bedrest but Rosati insisted either me or my wife with brittle bones to take down all our curtains so they could work. I said we couldn't and they got real upset. I already put down 6000 dollars, but they tried to charge me even more to do that little work for us. The entire job will already be 18,000 dollars and they still wanted more. I then asked for a refund, then they give me a runaround saying they would call me back or the owner would. Nothing still. I put in a dispute with my bank to get my money back myself, and my bank haven't heard anything from them.Business Response
Date: 11/29/2022
We manufactured 23 customwindows and one sliding glass door which the customer refused at time of install. His deposit doesn’t even cover our costs. This is the first time I have heard about the curtains and usually we don’t take down curtains because they are fabric and we are in construction zone. If that’s the issue we will remove and replace the curtains.Business Response
Date: 12/13/2022
This is not acceptable. We custom built 22 windows and 1 Sliding glass door which at this point are basically junk. Why would I install some of the product and call it even. I am sorry our customer is ill and I understand but I am a two time bladder cancer survivor. I will settle this issue as long as our customer covers my costs.Customer Answer
Date: 12/22/2022
********** ******* ******** Rosati Windows Dec 22, 2022 1:30 PM 1
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