ComplaintsforCustom Windows Plus, LLC

• Initial Complaint

  04/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had new windows installed at summer home in ********, ** almost a year ago. One window doesnt work. Its taking all this time and it still isnt fixed. They have made several attempts to fix but cant fiquire it out. Been almost a year its ridiculous that they havent been able to fix for one reason or another. Its been one excuse after another. Its a 200 mile round trip everytime they attempt to fix. Ive had to go over there 8 times!

  

  Business response

  04/25/2022

  We have been out to the customer home several times to fix.  That is what is required in order to use warranty from factory.  We have replaced parts & also adjusted window.  The next step is having a rep from the factory come out.  We are as frustrated as the customer but this is the next step.  The customer did tell our office manager that he no longer wanted us to come out, only the factory.  The factory did say they would put customer on their schedule but because of labor shortages, it would be a while before they could get out there.  I am waiting for an answer from the factory as to a general timeframe of that.  We have done everything we can to help fix window for customer and have not ever told customer we wouldn't fix. The length of time has been due to the fact that we have had to wait for parts along the way, which as we all know right now have long lead times for materials all over the country.

  In order to get a new window in that opening per factory warranty, the factory, in fact, has to go to the property and look, so at this point, that is where we are at.  We are waiting on factory to go out to the customers home.  If the factory deems at that time that the window is faulty, they will replace window for FREE.

  If there is anything we can do in the meantime, we will.  

  Customer response

  04/25/2022

  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.
  
  [Please type your response here.]
  I did not ever tell anyone from Custom Windows that I did not want them coming out to the house. Why  would I do that? I want the window fixed. If they had listened to their installer when windows were put in when he recommended that the window be replaced. Here we are a year later. Totally disgusted. They sold the product and installed the product and still responsible for fixing it. IN A TIMELY MANNER! Regardless of how things are waiting a year for results is beyond imanginable. It sounds to me they were more interested in just making their required factory warranty stops instead of fixing the window. Custom Windows have not come with ant alternatives either!

  Regards,
  
  ***********************

  

  Business response

  05/25/2022

  Business states that this issue has been taken care of. 

*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. ↩