Complaints

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.

• Initial Complaint

  Date:04/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  the shower installed is smaller than the one we paid for. it had a crack in the floor pan. installers said it needed replaced but were told by phone to patch it .they took pictures of my initials on where the grab bars would go but not the size of the shower pan . we wanted to be able to put a shower chair in the shower but the shower is too small. I am 68 and this has made me get on blood pressure meds. I am so upset. I am a big guy and I m always bumping my elbows on the glass doors and wall.this is just terrible. I was told I would get a $1,500 refund for canceling the warrenty but have not received it.

  Business Response

  Date: 04/26/2024

  We had sent *** * **** ****** a waiver to sign in order to receive the refund they are discussing. The waiver was sent electronically & never signed. We have contacted the ******* & we believe there may have been a copying error regarding the email address. The necessary paperwork has been resent & we will gladly be remitting the mentioned refund once *** * **** ****** have signed off.  Thank you. 

• Initial Complaint

  Date:09/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 purchased these windows in April 2020. And I went with Best Window because the front of my house was replaced by Best window Company 15 years ago and these windows are great. The rear of my house was replaced in 2022 and these windows are not of same quality. And they even said after I had them come out to my house numerous times that these are not the same windows. The issue is now- one of the windows are coming away from the frame itself and the other is my kitchen window, above my sink, (which is hard to reach for me) Closing the window requires me (a 69 year old) to get a ladder and reach over my sink to close, because when you close the window, the top comes with it. NOW after struggling to close window it has come off of the track and I can't fix this. It came off track last year and not hearing from the company after calling several times I called my salesman and he came and fixed. I sent pics Aug. 11 of 2022 and got in touch with Mark, 2 weeks later I called again and he said too busy with installations but I'm on the list. This is not the first complaint I've had with them and probably won't be the last. My resolution would be to replace Kitchen window because it comes off track every time I clean it and the other window in laundry room needs to be repaired!

  Business Response

  Date: 09/21/2022

  We
  would like to respond to each of **** ******** complaints separately. Regarding
  the laundry room window pulling from the frame: Via the provided pictures, this
  appears to be caulking that has separated. While in general caulking is a
  maintenance issue and not a warranty claim, due to relatively short time period
  of failure and due to her patronage as a customer, Best Window & Door Co.
  is happy to provide her the service of reapplying the caulking.
       Regarding the kitchen window being
  difficult to lock: This complaint was first brought to our attention on
  4/5/2021 and a service technician was dispatched on 4/30 to investigate. The
  window was found to be free of defects and operating correctly. The difficultly
  closing the window, as compared to other windows within the home, is due to the
  style of window selected and it’s position over a sink. All of this style of
  double window come with an interlock between the top & bottom sash. It is
  an overlapping fin designed to keep air & water from infiltrating between
  the two window sashes. As the customer struggles to reach the window, again due
  to it’s location over the sink, she pulls the bottom sash towards her resulting
  in the sash flexing causing the interlock to have difficulty lining up and
  making the window appear to be difficult to shut.
       This was thoroughly explained to the
  homeowner, but without satisfaction. On 5/19 a representative of our
  manufacturer, as well as the service manager visited the home to again inspect
  the window. To much the same conclusion as our service technician, the manufacturer
  found the window to be completely within specifications, installed and
  operating correctly. The window coming out of track is again a function of the
  window being pulled and flexing at a strange angle due to it's proximity to the
  sink. Best Window & Door is happy to provide the service of putting the
  window back into track, however this will not make the window any easier or
  harder to operate. Best Window & Door is willing to offer **** ****** a
  different style of window, that might be easier to reach and operate from the
  sink, at a discounted cost due to her patronage. However, as both manufacturer
  & installation service technicians found no defect with the window or
  installation, this alternative window could not be provided free of charge.
       Regarding the complaint that her 2020
  windows are not of the same quality as 2015: As with any product, engineering designs
  change from year to year. The 2020 windows are of the same comparable “line” or
  “series” as those purchased in 2015 and meet or exceed specifications and industry
  testing of older versions.

  Customer Answer

  Date: 09/22/2022

  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, details of the offer I reviewed appear below.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ******** ******

   

  the windows were changed in the back because we needed to match front of house Best Window would not warranty their color brown due to fading issues.  So we went with tan.  and my house is now tan for framing on outside.  The old kitchen window worked well  but again needed to have replaced in the tan framing.  it pulled down easy and stayed on track and yes I had to use a step stool.  Now when cleaning it falls off track I paid for windows thinking they were of quality.  No window should fall off the track especially a brand new window.  When the salesman came to fix the window last year, it was snowing, and I had to surround the window with plastic to stop the snow and cold from coming in the window. I do not need to have this happen every time I clean the window.  If you have someone to come from your company and inspect this window that I am dealing with I would appreciate it.  I should not have to pay for another window that is always giving me issues.  As far as maintenance on the laundry room window! Really!! It is their installation that is not holding up why should I have any maintenance on this window?