ComplaintsforThe Window Source of Akron-Canton Ohio

• Initial Complaint

  12/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered new windows for my home On September 9th, 2021 and at that time the salesperson said they were running about 8-12 weeks out. I have reached out in October, November, and now in December multiple times. I put down a 50% deposit of about $4,500.00. The excuse they give is a supply chain issue and they tell me that things ordered in July aren't getting installed till November. None of this was relayed to me during the sales process. It is 28 degrees outside, I ordered windows from ****** ****** at a previous home in 2016 and they manufactured the windows and had them installed in 4 weeks. I understand 8-10 weeks but not at 14 weeks and into winter, we just want our money back. They told us the product is made in Ohio, I am not aware of any supply chain issues in Ohio but if there are issues getting products to make their product this was never conveyed to us during the sales process. Now they are telling me an additional 3-5 weeks, the same runaround as before. Would like a full refund. A fraudulent company that refuses to give a full refund.

  Business response

  12/22/2021

  We have emailed and called you many times regarding your order and answering your questions to the best of our ability. In 2016 we were getting windows installed in 4 weeks or less but right now our lead times are longer than we like but our manufacturer is taking several steps to reduce wait times in the face of labor and supply chain issues which are not exclusive to us. The windows are made in Ohio but the raw materials and parts come from around the country and due to extremely high demand for the last two years the supply has finally began to be short, however we are making progress. A deposit of 50% is standard on custom orders throughout the window industry unless the customer requests financing in which case we only require 10% down. It is also standard throughout the industry not to guarantee a specific date for installation before the windows even arrive for many reasons: the windows may take longer than expected (as is the case here) or may arrive damaged and need to be remade as well as several other issues that could delay an installation. We have an A+ rating with the Better Business Bureau and over 4.5 stars on ****** ******** if we did not provide top notch service to our customers we would not have such great reviews and we could not be part of The Window Source national brand. I apologize that the windows are taking longer than ***** estimated they would but I can assure you we're doing everything we can to get this done for you as soon as we can. We are unable to cancel orders with the factory after approximately 24 hours from ordering them and have already paid many thousands of dollars to get them into production so we simply can't give you a full refund because the windows are taking longer than we would like, nor are we obligated to. At no point in time did we guarantee your windows will be installed before the end of the year. Ultimately, the most important thing is the end result and that is what we are working towards. Thank you,
  

  Customer response

  01/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16382352, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The response is not a resolve, we informed the salesman on video that we wanted the windows by the end of 2021, the windows were not delivered and installed in the year 2021. We sent e-mails and certified letters requiring that we want the windows in 2021 and none were installed. The company did not meet this deadline, we would not have ordered from the company had they been up front that they were not able to deliver it. The company dragged its feet, they gave a quote on 9-11-2021 but didn't even bother to order the windows till 9-28-2021. We have sent e-mails and certified letters again reaffirming we needed/wanted the windows in 2021. The company did not deliver so we just wish to severe all ties with this company. The manner in which this company has conducted business, including giving us a quote for siding and then saying they are retracting the quote because they don't want to do business with us is just beyond words. The feeling is mutual, we don't want to do business with them either so we just want to business to go their own way and leave us alone and stop the harassment.
  
  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. ↩