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:06/08/2023

  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.

  On May 9, 2023, my Dad contacted Harley Exteriors with a simple request to replace a single window. Unfortunately, the representative from the company took advantage of his vulnerability. He coerced my father, who suffers from Alzheimer's disease, into signing a binding contract for an additional ************ to replace all the windows in their living room that did not require replacement for a total of $16,260. This deceitful tactic was accompanied by a demand for a 50% deposit on all six windows, which my father unknowingly paid. When my 87-year-old mother reviewed the paperwork with my father and realized the extent of his unwitting actions, they promptly contacted the company seeking a resolution. The response they received was dismissive, with the company claiming that a signed contact was binding. This callous disregard for their situation only deepened my father's sense of guilt and shame, as he realized the magnitude of falling victim to such manipulative tactics.The emotional toll inflicted upon my father has been significant and deeply distressing. Witnessing his suffering saddens me greatly. I firmly believe that Harley Exteriors' actions not only constitute unfair business practices but also compound the challenges faced by individuals grappling with health issues. Exploiting the vulnerability of elderly customers is not only deeply troubling but also completely unacceptable.Despite my numerous attempts to resolve the issue with the company, they have displayed a concerning lack of cooperation and a complete unwillingness to rectify the situation. I escalated the matter to the Production Manager, who in turn put it back on me with false claims of leaving "4-5 messages" and claimed to have brought it to the attention of the General Manager and owner who apparently denied the request. The General Manager never even had the courtesy to return my call.

  

  Business Response

  Date: 06/09/2023

  The wife was also present during our window presentation, as she also signed the contract and agreed along with her husband at the time to purchase additional windows beyond just the initial single window. Our company policy is to always meet with all the home owners. Our sales reps will not present our window options and prices unless both husband and wife (or all the home owners) are present, and that was the same in this case. Even though both homeowners were present, agreed, and signed a contract with us by which they had 3 days to cancel and did not, and now are requesting to cancel the contract almost a full month after the initial agreed upon contract, we have still decided to honor the customers request to nullify their contract and provide a full refund.

• Initial Complaint

  Date:05/17/2023

  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.

  On April *****th, we hired Harley Exteriors to replace 25 windows and 2 large sliding doors. Within that purchase were window screens. 2 of the windows' screens were missing. The project manager brought it to my attention and ensured that I note that they were missing on the acceptance of work complete form. He said he'd find out where the screens are and have them shipped to my home or his warehouse. My spouse and I followed up with him numerous times to try and get information about the two screens. Over a month went by with us trying to get Harley Exteriors to tell us something about the 2 screens. Finally they admitted they were required to send them to us. They never showed up. We inquired again with them today (May 17th) and they told us the screens were delivered a week ago. They weren't. They will not help us locate the screens. We paid over $68,000 for this project and the screens are custom sized and specific to this type of window. We can't just go order them on our own. Per the contract, Harley owes us these screens and they are not willing to help us get these screens.

  

  Business Response

  Date: 05/26/2023

  We put in a service request to the manufacturer to have the screens delivered today, 5-26-23, at the customers house.

  Customer Answer

  Date: 05/28/2023

   
  Complaint: 20071834
  
  I am rejecting this response because: it's May 28th and we have yet to receive the screens. 
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 06/06/2023

  We contacted the customer and advised that unfortunately the screens are still on back order with the manufacturer. We will be contacting the customer ASAP once we have the screens available.

• Initial Complaint

  Date:05/17/2023

  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 all new windows and doors and sliding glass doors from Harley Exteriors. The bill was $37,000.00. When the salesman came to my house I told him I wanted to be able to submit my my new window bill to Puget sound energy so that I could receive the window energy credit they offered. The salesman told me that they would definitely be compatible with Puget sound energy rebate program and they do this all the time. So I agreed. When I submitted my paperwork for the windows and doors it was rejected by Puget sound energy because the grade of the windows did not meet the criteria for the energy rebate. I contacted Harley Windows and they did not honor the promise. Then I wonder if they even gave me the right grade of window. Anyway I think it is so wrong to do this. I would not of used this company if I couldn't get the rebate. They really let me down.

  

  Business Response

  Date: 05/25/2023

  Unfortunately, PSE changed their **factor requirements recently and they now make it harder for people to qualify. Weve talked to PSE and asked why they changed it and were not given a reason. Maybe its due to increasing green initiatives, were not really sure. We are not aware of when or by how much PSE will decide to make their requirements more difficult. Nevertheless, the customer does still meet the **factor requirement (to be below .22) for their new windows on line#: 5,6,7,12,13, and 14, because these are below the .22 requirement. I'm not sure why PSE would decline a rebate for these windows. That would have to be discussed with PSE.

  Customer Answer

  Date: 05/26/2023

   
  Complaint: 20068621
  
  I am rejecting this response because:
  The windows that were installed  are .24 u-value not .22 like they said.   They told me the windows I ordered would be compatible with the ****************** Program and I was counting on it and had planned on getting the rebate.  I was shocked when I found out the windows did not meet the requirements.  I feel Harley needs to honor the promise they made to me. I would have chosen a different company to install ******************** if I had know I would not receive the rebate. It was important to me And I made this know when the salesman came to my house
  
  **********************************

  

  Business Response

  Date: 05/26/2023

  The window order form shows that line#s 5,6,7,12,13, and 14 are .22 or lower. Those windows would qualify according to PSEs website. PSE recently only required windows be below .30 but then they randomly lowered it.

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20068621
  
  I am rejecting this response because:
  The windows you installed are not .22 they are .24 which is why they were rejected. I sent the window stickers to PSE and they were .24.   Since the windows I thought I was getting was .22 you installed the wrong grade that I ordered from the salesman that came to my house.  In that case come take your windows back and Ill find another company that is honest.  I want a full refund for all the windows and *****************************************, *****************************

   

  

  Business Response

  Date: 06/06/2023

  On the window order form the u-factor for lines 5,6,7,12,13, and 14 are .22 or lower. PSE will go by the order form. Our customers send that to PSE all the time and they honor that. Besides that, unfortunately we have no bearing on when or by how much PSE will change their requirements by a few hundredths of a point to disqualify ******* buyers. They changed it right after the customers windows were purchased. Its not in our contract to install, uninstall, then refund windows because PSE randomly changes their requirements by a few hundredths of a point.

  Customer Answer

  Date: 06/09/2023

   
  Complaint: 20068621
  You made me a promise when I bought the windows and didnt keep your promise I would have received the ****************** program rebate and it would have been $1500.00. I was expecting it and was the first thing I talked to the salesman when he came to my house.  I would have gone with a different company otherwise.  I have a hard time believing that you dont keep your promises it is bad business.   You owe me $1500.00.  Thats all there is to it.  Like I said come get your windows.  
  
  Sincerely,
  
  **********************************

• Initial Complaint

  Date:05/08/2023

  Type:Product 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.

  March 28th, 2023 I met with a sales rep from Harley Exteriors, **** at my personal residence to discuss a window replacement project. It was during this meeting that I signed a General Contractors Agreement and gave them a personal check for $1,000.00. I also received a Notice of Cancellation' document that states that I had THREE BUSINESS DAYS to cancel the agreement, if so desired. It also states that any payment would be received in TEN BUSINESS DAYS following receipt by the seller.March 30th, 2023 I mailed a signed Notice of Cancellation from the local post office. Extra money was spent to have it mailed 'Priority' with signature of receipt.Note: The check for $1,000.00 was also cashed by Harley Exteriors, **** on this same date.March 31st, 2023 The Notice of Cancellation letter was received and signed for by Harley Exteriors, ****Approximately April 10th, 2023 I called Harley Exteriors, **** to ask the about my refund. There was no answer so I left them a voice message to inquire about my refund.May 8, 2023 I have not yet received a refund of $1,000.00. About ten days ago I received a voice message from Harley Exteriors, *** stating that they wanted to follow up on my project and were aware of the cancellation notice. The only thing I want is a full refund. I do not want to listen to a sales pitch. They can mail the full refund to me to settle this dispute.THANK YOU

  

  Business Response

  Date: 05/17/2023

  We attempted to contact ********************** to see if we could offer a different rate that would work better for them. After not being able to contact them we are working on getting a refund issued, which can take **** business days. They should be receiving the refund soon.

• Initial Complaint

  Date:05/01/2023

  Type:Customer Service 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 had been approached by Harley exteriors at an event in ******** and scheduled an in home estimate with Harley exteriors. The sales pitch was enticing but was high pressured sales tactic but we decided to go through with the work. The sales man stated that their products were manufactured in house and installed by their own installers no-third-parties that was not true apparently they windows are manufactured by ******* windows and installed by sub contractors. The first day of the project didnt go very smooth the installers clearly hadnt read the contract and didnt know that my new windows were supposed to be cased with new MDF and new window ***** installed. It took multiple calls with *** the project manager to even get the crew back out to finish the job. The installation was supposed to happen in November *************************************************************** May 2023 7 months later. I have called multiple times and I am getting nowhere with this company. I have been waiting for 7 months for my screen door to be installed on my new sliding glass door but no one ever shows up. I was told on Friday April 28 that an installer will be at my house at noon on Monday May 1 no one showed no one called. Same as every time I talk to them. I am in shock at how little this company cares to fulfill their contracts with their customers. I have made multiple calls trying to get my screen door. They gave our information to ******* windows who contacted us but then ******* called and told us they were not able to install because we were not technically their client, that Harley was so they sent our screen door to them. Harley never reached out for installation. Over the last 7 months we have called and talked to someone at least 15 times and always get the run around. I have paid for a job that is still incomplete.

  

  Business Response

  Date: 05/17/2023

  Most of our installers have worked with us for a long time and only install for us. They have experience with our widows and are entrusted with installing every window professionally. Our Olympic Series LX windows are exclusively manufactured only for Harley Exteriors. We have a service scheduled for the screen to be installed this Saturday.

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20005966
  
  I am rejecting this response because: The only reason we have it scheduled for this Saturday was because my wife had to call multiple times to get it scheduled. Your company did not return any phone calls. Did nothing to complete this job. It has been almost 7 months since the install and not 1 time has YOUR company reached out to complete this job. My wife has left a message with ***** the project manager multiple time as have I. Also, on 5/10/23 my wife spoke with ***** regarding this issue and he sent her to leave a voicemail with the department manager name ********************* who had yet to reach out. She left another message yesterday for him to call her back and still hasnt. When talking with your service department my wife spoke to a women named ******** who said she was manager and threatened to hang up on her when my wife was explaining what has been going on and why we are frustrated, she also called my wife a liar and was complaining disrespectful.

  Also your sales person upon selling us the window specifically said it is all done in house. Maybe he was new and misunderstood but that is what he said so that would be a fault on the company for not training your sales people correctly. 

  Also, to your comment regarding your installers being professional. That is completely wrong. The first day they were here the General Contractor was not here and not one of the people spoke English so we could not communicate with them. Come to fine out the General Contractor was at another site per your employee when my husband called about the lack of communication. He was even told by your employee that the general contractor has to be on site because he is the one with the license. 
  

  Simply providing the screen door that we paid for 7 months ago and WE had to do the work to receive it does not solve this issue what so ever. 

  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/22/2023

  The customer called in yelling saying we were not in the right to give her information to our manufacturer, that it was illegal, and that shes now taking us to court and getting a layer. However, the service needed is covered by the manufacturer and the manufacturer contacts the customer to schedule a service time so that they can confirm it directly with the customer so theres no confusion. We offered a $200 compensation for the delays with the patio screen, however, we did not get a yes or no, but were still yelled at. We advised that her service for the patio screen is still scheduled.

• Initial Complaint

  Date:03/22/2023

  Type:Service or Repair Issues
  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.

  We received an email stating that we would hear from our project manager within a few days. After a few weeks, I called and called and called and called. By the 6th or 7th time of working through the phone tree, I finally got an actual human on the phone. Yes, I left messages expecting that I would get a call back by the next day or 2. I believe their voicemail even says that they should return the call within 24 hours, which never happened.When I finally got someone on the line I spoke to them about the email previously mentioned and they said that the timeline wasn't right, but that they would have my ** get back to me.Well as you can see how this whole experience is going, the ** never got back to me.Eventually, the gutter crew showed up at my house, unannounced, without an appointment. My wife was home working as she has done for the past 3 years, and all of a sudden the internet goes out. She can't figure out why, so I have to come home from work during my lunch hour to figure this out. The gutter crew had unplugged an extension cord from an outdoor plug so they could connect their own extension cord. Well as you can rightly assume that was the internet. They didn't bother to ask if it was ok to do so, they just did it. I figured it out and fixed it, but shouldn't have had to deal with it at all.My wife was recovering from surgery, no she couldn't deal with any of this. Yes, she was working from home, but on limited duty as she had to stay off of her foot for 6-8 weeks.They finish the job, have her sign some stuff, and leave. None of the items on the checklist she signed were checked.When I get back home from work, I am extremely disappointed. Yes, I have new gutters, but the lack of care to my property was upsetting.I have photos of the following:1. P*** or mud stuck to the bottom side of the gutter, can't tell 2. Pine cones and needles are still within the crevices of the roof. It seems to me blowing and/or sweeping off the roof when installing gutters to start with a fresh slate. Just seems like the right thing to do. Wouldn't take much more than **** minutes.3. Debris removed from the old gutters thrown about on my lawn, front porch, and flower beds.4. Flashing mysteriously not put back where it goes just sitting up in a weird way and the wood fascia left exposed.5. The lights they removed from the old gutters left on the lawn, were not thoughtfully rolled up and put somewhere that was even remotely obvious. They didn't even ask about where they could put them. These lights would have been removed had someone called to schedule a day when they were coming.6. My ladder was left up against the fence and not put back where they moved it from.7. My side gate was left open. I have a dog, had I not seen this and he got away or something worse - you can only imagine my response.8. My front porch was left in complete disarray with debris and a bird cage they moved and didnt replace to where they moved it from.9. A cable wire that was neatly tucked up against the old gutters is now a big eyesore every time i walk up the front door. it is not inconspicuous at all anymore.10. There are spots where the shingles go over the helmet that seem to be lifted up much higher than they should be.11. All of the corners leak and need to be resealed.I finally got them to send ****** out. He agreed that I should be upset. He said theyd fix the install. Months and months later now, it still hasnt been fixed. ****** has said in multiple phone calls that its going to be taken care of, but it still hasnt been fixed.I want the install fixed. I dont need them to clean up the yard. The Gutters were done in December, its way past time for this too have been done.

  

  Business Response

  Date: 03/24/2023

  We have setup a service appointment for an installer to inspect and help finish the project on Tuesday, March 28th.

  Customer Answer

  Date: 03/24/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/04/2023

  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.

  Harley Exteriors installed 6 windows for about $15000. The installation happened on Dec 8th 2022.The windows have the following issues: Privacy concern: at night, I can't see outside. People outside can see everything inside. The issue maybe that the window e-coating was done on the wrong side of the windows I am not satisfied with the frames' quality - see pictures Frame corners are not smooth One window has dent + scratches One window screen is bending Condensation I have contacted Harley Exteriors and they sent a Project Manager to review the issues in Dec 2022. Since then, I have not heard from them. I have been trying to contact them by phone and email to follow up on resolution but no response from them.

  

  Business Response

  Date: 02/14/2023

  We will be contacting the customer this week or next with a time to setup an appointment to have someone come out to inspect the windows.

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 19333533
  
  I am rejecting this response because:

  The business contacted me telling me that:

  #1 - they will send a manufacturer representative to check the window privacy issue

  #2 - they will send a contractor to fix the other windows issues

  #3 - they also requested from me some information about the location of some of windows that have dents and a bending screen.

   

  For #3 - I have asked them what's the best method they want me to send them the information they have requested. They responded that the preferred method is email.
  So I have send them TWICE that information via email and asked to confirm receipt of my email but they did not answer.
  The email address I sent that information to is: **********************************  (contact is **************** from the Customer Service)
  
  For #1 and #2 - Harley Exteriors did not schedule any appointments with me yet.

  
  Sincerely, 
  
  ***********************

  

  Business Response

  Date: 03/02/2023

  We have contacted the manufacturer to help take care of these concerns. They will be contacting the customer soon to setup a time to complete the service issues.Tell us why here...

  Customer Answer

  Date: 03/10/2023

   
  Complaint: 19333533
  
  I am rejecting this response because:

  The manufacturer contacted me to schedule an appointment for Monday 03/13/2023. Then called me on Friday 03/10/2023 to cancel the appointment. 

  At this point, nothing concrete is being done or planned to be done to address the reported issues.
  

  I am doubting the credibility of this business and regret doing business with them.

  
  Sincerely,
  
  **********************

  

  Business Response

  Date: 03/17/2023

  The customer simply would just need to reschedule a time with the manufacturer. The manufacturer is getting the supplies ready to perform the needed service. We have also followed up with the manufacturer to make sure they are aware of the needed services. The customer can contact the manufacturer at ************** to schedule a new time that works for them.

• Initial Complaint

  Date:01/31/2023

  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 contacted Harley Exteriors to get an estimate for new windows. The salesperson came out and looked at my window's inside and out and measured them too. He then wrote me a quote based on doing 11 windows that were most needed. He gave me the paperwork and I signed it. There was several pieces of paperwork that I signed multiple times in different places. When he left I had 3-4 pieces of paperwork that was stapled together and had a paper clip on it. That was all I got from the salesman at the time. I asked him at that moment this is what I'm paying for the windows to be replaced. He said that is the price I'd be paying and asked me if I could put down a deposit which I did, $6,000. He left and said that the project manager was going to be coming over to review what was to be done. After the windows were installed I got several calls from a company called power pay? They called me several times to have me authorize the payment for the windows in order for them to get the installer's paid. Then I got a text message from the financial company and they attached a document from Harley Exteriors showing me that the original cost was not $15,312 but instead it was $21,312+/-. When I asked her for a copy of the paperwork she sent me a copy of the bill that I never received from the salesman. It showed me the cost of the installation of the windows as $21K with my $6,000 deposit on it. None of it was on the original bill that the salesman left with me the day he came over to do the estimate. Neither was the $6,000 deposit on that first copy of the work order. But it was on the second one I was sent from the financial company advisor. My first install date was delayed because of missing product. It was delayed again for the same reason. They finally came out to install the windows four months later. That's the jist of it. Any questions please contact me.*********************** *********************

  

  Business Response

  Date: 02/07/2023

  Our finance manager had already walked the customer through their charges. The contract which the customer signed from the very beginning states the charges as well. The total project was $21,216, and then after the deposit of $6,000 the total remaining was $15,216. The customers signature has been right next to these numbers on the contract from the very beginning of the sales rep discussing everything with them. Going through the BBB in this instance doesnt clarify anything to the customer which wasnt 1. Already mentioned from the very beginning per the contract, and 2. Explained prior per our finance manager.

• Initial Complaint

  Date:01/10/2023

  Type:Product 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.

  Harley Exteriors came out 12/28/22 to quote replacement of 5 windows. He worked up a quote. I decided to go in a different direction. I told the salesperson we weren't interested. The Salesperson said the price was only good while he was in our house. He said we could sign the contract to lock in the price and take a day to think about it. He said to write a down payment check and he would put a post-it-note on the check to not cash it until end of business day the next day. All we had to do was call his office and tell them to rip up the check to cancel the order. I asked if we still had to fill out the notice of cancellation paperwork if we called to rip up the check in a day and he said "no"!On 12/29/22 we decided we still did not want the windows so I called the office as instructed. The person on the phone said the directions I was given were wrong and that the proper way to cancel the order was to EMAIL the notice of cancellation to ************************************* They repeatedly confirmed this was the proper way to cancel. I signed, scanned and emailed the notice of cancellation to ************************************ on 12/29/22.On 12/30/22 we put a stop payment on the check just in case.On 1/9/23 I received a VM to set up a time for installers to get detailed measurements for the windows. I called back on 1/10/23, left a message. They returned my call, and I repeated that I followed their instructions to cancel the order. They said that was the incorrect way to cancel and it is now 3 days past due, so there is no way out of the contract. I argued, they said they would look into it further and get back to me. I left a couple voicemails after that and received no response. Then windows installers showed up anyway to get measurements. We told them we cancelled the order and they left. We only signed the contract because we believed it was easy to cancel in a day and it was the only way to get him out of our house.

  

  Business Response

  Date: 01/11/2023

  The contract has been cancelled in time. We're trying to get our customer's windows measured much quicker now so they don't have to wait, but we show the contract was cancelled in time.

• Initial Complaint

  Date:12/27/2022

  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.

  In June of 2021 they came out and installed 7 windows and 1 sliding glass door. They showed up late, rushed through the job, left in a hurry and didn't bother to caulk the inside of the windows. When it got windy and rained I noticed the kitchen window leaking water on the wood frame, they came out and caulked it. I did not realize that they didn't caulk any of the windows until winter came, freezing cold air flowing in them and my electric bill was high. A friend came over and told me they were not caulked, so I called the company in August of 2022 and **************** told me the caulking is only warranted for 1 year. I asked how it can have a warranty when it was never done? She was so cold, and lied to me in many of her emails, that I started getting high blood pressure every time I talked to her. From Oct. 1st 2022 to December 12th, they have told me 4 times they would be out here to caulk, but they don't show up, they don't call, they don't redress the issue. My doctor is concerned for my health over this so I have had to ask my son to communicate with them. They treat him the same way, with lies, no remorse, tried to blame it on him that they didn't know it was the INSIDE caulking needs to be done, which the windows would not even stay in the hole if it was the outside caulking. . The incompetency of the people I've had to deal has with has been incredibly stressful for me as a widow and senior citizen, I consider this elder abuse. I've sent ************** an email about the unresolved situation and have not gotten any response. He's leaves me no choice but to send him a 15 day demand letter for all of my money refunded to me or I'm prepared to file court proceedings for breach of contract and elder abuse.

  

  Business Response

  Date: 12/28/2022

  One or our reps spoke to the customers son and told him caulking is only guaranteed within the 1st year, however we spoke with our GM to see if there was anything else we could do to make an exception and after about 1 week we tried reaching out to advise that we could do the caulking, however, in the mean time we were emailed by him with accusations of lying about our rep being sick for 2 days, and statements that he does not wish to speak with our service rep because he is scared of her. The homeowners son also emailed us stating that our rep made his mothers blood pressure go up. However, our service rep has noted that she has never spoken to his mother, *******. We then realized the son is not on the account and advised them that any account inquiries would have to be done through ***************
  
  Regardless of this, we noticed the owner had purchased another set of windows and we made an exception to go out and still help with the caulking of the previous windows. Because we need to take a ferry out there we will be able to help with the caulking when we install the new windows. We do not issue refunds for caulking issues that are brought to our attention 1 year after the install, but we can still help with the caulking when we are out there to complete the 2nd phase of windows for them.
  

  Customer Answer

  Date: 12/28/2022

   
  Complaint: 18642435
  
  I am rejecting this response because: The problem is that the windows were never caulked when the windows were installed, you cannot warranty something that has never been done. You are not standing behind your promises made to me at the time of installation about your product and business practices. And what you are making up about my son and his communication skills, are not true. Again, you are trying to blame him for your faulty customer service and project managers actions and lack of response to the situation. Your company has caused me health problems over the stress of this, and is the only reason I let you speak to my son after months of trying to work with your employees to no avail.
  
  Sincerely,
  
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