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Business Profile

Window Installation

Zen Windows, Inc
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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 type

  • Initial Complaint

    Date:01/14/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 two windows from Zen Windows and they were installed October 31 and November 1, 2024 by two installers - one working on the outside and one on the inside. I was unable to access the back area to inspect them immediately and thought they had been installed correctly. On November 4, I advised **** ********* ******* ******* Zen Windows, that the outside looked rough and incomplete with excessive caulking showing.
    After several communications, I was advised that **** ***** of Zen Windows come out to fix the problem. He reviewed the problem, advising the outside installation had not been done. He left to obtain some tools and a taller ladder. He called Dec. 11 but did not come back to correct the problem.
    I continued trying to resolve the issue with Matt and have not received any further communication since Dec. 17. Attached is the chain of emails involved.

    Business Response

    Date: 01/15/2025

    We acknowledge that ** *********'s exterior window wrap needs to be completed and have every intention to complete it. We have been battling very cold weather which is not ideal for bending the aluminum trim coil and caulking it to the siding and window. This will be completed at the first available opportunity. At Zen Windows, we do everything in our power to make sure all customer are 100% satisfied and remain committed to this. We will be in touch with ** to get this resolved. Thank you.

    Customer Answer

    Date: 03/12/2025

    March, 2024 -Four months after the orignal blotched installation,  I am still attempting to get Zen Windows to repair the outside of the window installation.  After many cancelled dates, I finally got them to commit to a date in April which should provide them with good weather.  Each time I have spoken to the installer, he has been working on a job in bad weather but was cancelling our appointment due to bad weather.  I have offered them access to the back of the condo thoough my house to avoid the potentially dangerous slope.

    If the installation is completed in April on the committed date, I will advise BBB to close the file. 


    Customer Answer

    Date: 05/02/2025

    5.2.25 Consumer called to let BBB know issue is resolved, although it took 6 months.

Zen Windows, Inc is BBB Accredited.

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