ComplaintsforThermal Safe Distributors, Inc.
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Complaint Details
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Initial Complaint
12/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Windows were purchased in June of 2019. As of now, we are currently having “service after the sale” issues with the above company. Every time the company is called for a service call, an appointment is not made. The company has been called about twice in the past two months. The first call resulted in speaking with someone who stated the company was short of employees and would call us back. The second time I again spoke with a person and was told the same. We have heard NOTHING from them. The contract we signed states “ lifetime warranty plus glass breakage” This situation to us represents breach of contract on the company’s part. This company is VERY irresponsible in “service after the sale”, and we do not trust them at all. In the future we will neither use or recommend ThermalSafe Distributors. This is the worst experience we have had with a business contractor. The issue we are having could probably be solved in less than an hour.Business response
12/14/2023
I’m so sorry Mr ******** feels this way. We received a call from him a few weeks ago and I explained we lost our service person to covid and that we would get there as soon as possible. He has a window that needs adjusted. He called back two weeks later and left a very angry message. I called him back and told him we’d be there sometime over the holidays and explained again that the crew had passed with covid. He and I agreed on that, since the window wasn’t broken but needed some adjustment to one window to make it easier to open and close. He stated that he loves his windows and has no problems at all other than the adjustment. We tried calling him again yesterday and I left a message for him this morning with someone to come and repair it. I hate he feels this strongly about us over an adjustment to the window. The windows are warranted through the manufacturer and not by Thermal Safe. We will get to his home today and get the adjustment done.Customer response
12/15/2023
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.
**** ********* mgr., made a visit to our house within two days and made the necessary adjustments to our windows. We appreciate his promptness and we consider the matter closed.We thank the BBB for your help in this matter.
Sincerely,
***** * ***** ********Initial Complaint
09/25/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On September 21, 2023 Mr. **** ********, representative from Thermal Safe Distributor sold us a metal roof for a total cost of $9,400. We signed a contract for the services and paid a $2,350 deposit. After the transaction I devolved “buyers remorse” primarily due to making a decision without all information. On September 23, 2023 I sent an email to the company requesting reimbursement. I also left a message with the company on voicemail requesting reimbursement. Further, on September 23, 2023 I met with Mr. ********, I saw him driving around my neighborhood. In short, Mr. ******** stated he could not reimburse my money. I believe Tennessee state law gives me three business days to change my decision. I simply request Mr. ******** return my money. People who do business with this company should also know the practices they conduct when dealing with the public. John EdensBusiness response
10/23/2023
We most certainly did refund Mr ****** money. He bought, decided he didn’t want the roof, we returned his money via a cashiers check. I delivered it personally.Initial Complaint
09/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have a cracked window. I notified Thermal Safe and the sent an inspector out and he verified the problem. It is going on 2 1/2 years with no results. I have had a dozen excuses and still can't get any results.Business response
09/29/2022
Business Response /* (1000, 5, 2022/09/08) */ We are so sorry to have taken so long replacing Mr ********* glass. We have lost two service workers to covid, as well as our glass plant being closed down several times due to covid. We will get the replacement glass as soon as possible. In the meantime, Mr *** diver can order his glass through a glass company. If he can get it sooner, we'd be more than happy to cover the cost. We sincerely apologize and have always maintained a perfect service record. Please advise!Initial Complaint
06/17/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been trying to get my defective windows and defective vinyl around the windows replaced from Troy Bramlett the business owner since 2021 without any successful response or action. He and his business partner promises to fix the issues, but never has followed through in fixing them. My Warranty stated 50 years. This owner sold my mother and me 8 windows and vinyl siding on June 7, 2007 that was not what we were promised to get, instead we received very cheap windows and poor quality vinyl siding. I have had several windows getting condensation between the two dual panels of glass, that has lead to water stains that have formed between the two panes of glass, the vinyl around the windows have pealed, split and blew off 4 of the 8 replacement windows. This business owner moves around the area to avoid complaints filed against him and has recently 2022 changed vendors to avoid law suits. I need help from Thermal Safe Distribution Company to fix my issue since Troy and his formal relations with Thermal Safe is not fixing my issues,Business response
07/19/2022
Business Response /* (1000, 5, 2022/06/21) */ Thermal Safe has been in business for over 30 years with no name changes....... I do not know of the lawsuit is referring to. As well as your service problem. I have explained that the trim around the windows are not covered under the warranty. That part is a painted metal and cannot be warranted. It is cosmetic. Your windows and siding were the exact grade you ordered. It was acceptable at the time of installation or we could have shown you your order info and product information. We had not heard from you that you received anything different than what he ordered..your windows are warranted through the manufacturer but the painted trim work is not. Please refer to your contract and warranty papers as to the steps to take for replacement glass. If you cannot find yours I will be glad to send the information again. Consumer Response /* (3000, 7, 2022/06/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I need more detailed information on who to contact and how to get my defective windows replaced through manufacture warranty. Our last conversation was your company's agent was going have someone take a look at my defective windows, but never heard back from you. I am very disappointed in the lack of response, poor customer service, workmanship from you, and your company and contractors. It doesn't seem fitting you should be classified as BBB A company, but a big F company in my opinion. Business Response /* (4000, 16, 2022/07/05) */ Your warranty papers include the manufacturer and their phone number as well as all information needed for your service problem. I hate that you feel the way you do toward our company. Your windows are covered under the manufacturers warranty. You were happy with your purchase and the product upon completion, otherwise we wouldn't have received payment from you. We do not collect until the job is finished and the customer is satisfied. We've done it that way for over thirty years. We have done thousands and thousands of windows in this area. Occasionally we will have a defect. The manufacturers will replace your defected glass. Let us know if we can be of further help.
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Customer Complaints Summary
4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.