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  Custom Windows Plus, LLC

  150 W Park St Gillett, WI 54124

  
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  Custom Windows Plus, LLC

  PO Box 162 Gillett, WI 54124-0162

  

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:06/01/2025

  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.

  I paid a $6,271.50 deposit to Custom Windows Plus on November 18, 2024, for a window installation with an estimated install date of January 2025. Since then, I have received no proactive communication from the company. Instead, I was told to text instead of call, and now I receive no responses to my texts.I have followed up multiple times in February, March, April, and most recently in May, explicitly requesting a refund. The company has failed to deliver the windows or any installation services, and I have completely lost faith in their ability to fulfill the order or provide adequate support if issues were to arise.Despite my repeated requests, no refund has been issued and communication has ceased. This level of service is unacceptable. I am formally requesting the cancellation of my order and a refund of the $6,271.50 deposit I paid.

  

  Business Response

  Date: 06/02/2025

  Windows finally were delivered today (see attached delivery sheet from our factory)  We could not cancel customer windows as he asked for on May 22 because at that point the windows were scheduled to be delivered.  As you can imagine, we did not want to give him a date for installation until they were in our hands.  *********** was also part of the Cellcom phone outage (that I'm sure everyone is aware of) and could not contact the factory or any of our customers due to our office and personal phones being affected by this. We got the windows delivered this afternoon and as soon as they were on the floor in our warehouse I called the customer (4:13 pm) to schedule install for this week Wednesday, June 4th.  He called back while I was on the phone with another customer leaving a message saying he thought it was a scam.  We have the windows now and want to install them for the customer.  We can discuss a discount with the customer as we are not happy with the factory either with their lack of urgency to get us our products.  As of right now we are trying to rectify the situation by installing the product.  

  Also the customer did not call the office for a timeline, only communicated with the salesperson.  The office had a little better handle on the timeline (not much, but a little) in which we could have been in better communication with him had we known he was calling.  The office handles the scheduling and deliveries.  Any warranty work, installation etc would have to run through the office, not a salesperson.  We would love to install this for the customer and as of now have blocked out Wednesday June 4th for that.  However if the customer doesn't get back to us tomorrow on that the installers wont have time to load the truck and get the job done if he waits past 3pm tomorrow.  I gave the customer my personal cell number to call back on to confirm the install or he could call the office at **************.  We cannot give a refund on a custom made product, but as I said before we can discuss a discount.  Please have the customer let me know what he wants to do.

  Thank you-

  Customer Answer

  Date: 06/03/2025

  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.

  I appreciate the update, but I must firmly reiterate that I no longer wish to proceed with this order, and I expect a full refund of my $6,271.50 deposit.

  The Cellcom outage you referenced lasted only a few days, and it does not explain the complete lack of communication from your office or phone number between November and May. During this time, I was never contacted by anyone from your office. I was unaware that I should be calling your office directly, as my only point of contact was the salesperson. Despite repeated follow-ups with the salesperson, they failed to provide the information they promised multiple times.
  
  Month after month, I had to initiate contact to get updates, which were consistently delayed and unsatisfactory. Its unreasonable to expect a customer to wait so long and chase the business for updates. Its astonishing that only now, after I have taken action to cancel and request a refund, the windows are suddenly available, and installation is being offered.
  
  I have completely lost confidence in your companys ability to deliver a satisfactory product or provide reliable support if any issues arise. Therefore, I do not want these windows installed in my home. I do not wish to proceed with this order, and I am requesting a full refund of the deposit.
  
  Regards,
  
  ***** ***

  

  Business Response

  Date: 06/03/2025

  Again tried to contact customer to install windows tomorrow (Wednesday June 4)  Customer called back after message was left to tell me he no longer wanted windows. They are sitting in our warehouse ready to be installed.  I have again attached the delivery sheet from our factory showing that the windows only got delivered to us on Monday June 2 and we called immediately to get an appointment to install them.  We cannot control the factory on how fast they get us the product and they are running at very long lead times right now.  Something we could never have predicted.  

  When I spoke with the customer today, I asked him why he never called the office to inquire about the status of his windows and only contacted the salesperson.  I stated that our office number is clearly printed on the contract he signed in the top left hand corner.  He stated he didn't know why he never called our office.  I told him we could have provided some more timelines for him.  We at he office don't know someone is  trying to get a timeline if we don't speak to them.  

  Request for order cancellation was done according to the customer on May 22.  As the customer stated the Cellcom outage was only a few days when in fact it started on May 14 (I have attached an email from Cellcom telling us what was happening) and not being restored fully until May 30 (attaching  2nd letter from ******* stating this) so much longer than just a few days, over 2 weeks.  Obviously with our office phones & cell phones being affected, we couldn't reach out to the customer or the factory to discuss this and get 100 percent confirmation that the windows were in route to us.

  Once again we finally have the windows in hand and are wanting to finish the job.  We can Install them (not anymore tomorrow on Wednesday June 4 as our installers will not have time to load, prep and install) but can definitely schedule them to install next week. We can discuss a discount for the time the customer has had to wait and finish the job or we can drop the windows at the customers house and he can have someone else install.  (If another company installs warranty will not be valid) but he will have the custom made windows for his house. 

  We are as unhappy as the customer with the factors that happened with this job from the length of tie it took us to get the finished product to the office not being able to update the customer which had the phones been working we would have known 2 weeks previous to delivery as the delivery truck tried to let us know they were coming on June 2 (as shown in attachment)  We wish Mr *** would have called the office with any questions he had instead of a salesperson that is out on the road all the time

  Thank you.

  Customer Answer

  Date: 06/04/2025

  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.

  Thank you for the update, but I must reiterate: I no longer want these windows installed and I am requesting a full refund of my $6,271.50 deposit.
  
  They suggest I should have called the office, but I was never told to. I communicated consistently with the salesperson, who did not once direct me to call the office. They were my only point of contact, and they told me theyd follow up with updates and then simply didnt. There was no mention of the offices role in scheduling or support.
  
  I never received any proactive outreach from the business despite months of delays. My phone number was on the contract just like theirsif the windows were delivered or timelines changed, someone could have called or texted. They chose not to.
  
  On May 22, I explicitly told the company to cancel the order. I followed up again the next day to confirm cancellation and request a refund. The idea that they couldnt cancel a custom order despite having not installed or delivered anythingafter months of silenceis not acceptable.
  
  On the night I filed this BBB complaint:
  I had texted the salesperson twice and received no response.
  I saw another recent ****** review stating someone else hadnt received their windows.
  I tried submitting a message via the contact form on their website but got an error saying it couldnt be submitted.
  
  At that point, after six months of chasing them and no indication anything was moving forward, it felt like they had taken my deposit and disappeared. I had no reason to believe installation would happen, and even less reason to believe they would stand behind their work if issues arose.
  
  After all this, I no longer trust this company to do the work or warranty the product. I do not want these windows, and I do not want them on my property. I am requesting a full refund of the $6,271.50 deposit.
  
  Regards,
  
  ***** ***

  

  Business Response

  Date: 06/05/2025

  In response to customer complaint I will address this line by line:

  Customer called the office to originally schedule the salesperson to come out and give initial estimate. This means customer DID have the office number.  It was also printed clearly on the top of the contact.  I cannot obviously speak for Mr **** but if I didn't get a satisfactory answer from the salesperson, I would call the office, if not only to find out a more satisfactory answer., but to also let them know that I had been trying to get an answer and not getting anything  I would also want to make sure that the office or at the very least the salespersons boss new what was going on.  But that's only my opinion on this.

  I will again reiterate as I stated before, we do not call customers to let them know that their product has not yet been delivered.  I feel that would be a waste of time to call customers just to let them know we don't have any news for them.  And I again state that NO one in the office knew he was asking or we could have helped him.  The same customers that are on the delivery sheet provided (prior documentation) have called the office periodically for updates which we gave to them.  Their windows are being installed as I type this.  Going forward, we will be more in contact with the factory on longer lead times.

  Customer states that he explicitly old our company to cancel his order on May 22.  He did NOT speak to anyone in the company on this as once again (per the documentation provided) that we had no service with our business or personal phones due to the Cellcom outage from May 14 through May 30, so there is NO way we could have known that or acknowledged or let him know that his windows we ALREADY built on the truck being delivered on June 2 because we had NO service.  May 30 was a Friday and on Monday June 2, in the morning is when the trucking company delivering the windows called to let us know they would be there at 2 pm. Because we had no phones they couldn't communicate with us and the office is not open on weekends.

  On the night customer filed the complaint it was a Sunday night.  *********** installation teams, nor our salespeople are required to work nights, let alone Sunday nights so that he didn't receive a response is irrelevant.  If you are trying to contact a business outside office hours, I don't think anyone should feel entitled to an answer at any time of day they deem.  It is only reasonable to expect a response during normal business hours.  If he saw another complaint I'm unsure what he is referring to so I wont speak to that.  As far as the contact form on the website goes, we have been receiving forms from other people, so unsure what it is on that, unless it was during the cellcom outage.  I am also not a tech person so I cant speak to why or why not this happened. I just know we are getting forms from other people.  In fact we got one just this morning.

  We have obviously not taken his deposit and disappeared as we have been trying to set up an install with him.

  As stated before, we have already paid the factory for these windows, and we cannot use them as they are made specifically for the customers house.  We can drop the windows off and his contract with us will be balanced out at zero instead of the balance due of $6271.50 (we as a company make $0 until the job is completed) and he can have someone else install them, which will; void any warranty.  (If customer does not want us on property, we can arrange to have a delivery service drop them off)  -or- we can install them which will keep customer lifetime warranty and discount the second half balance due.

  Thank you.