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Complaint Details
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Initial Complaint
11/09/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
We had replaced the windows in our home and the sliding door to the backyard. Worst experience ever. Customer service was terrible. After 2 and half years ** still left with windows of low quality (scratches dust inside the glass) and backyard door that in winter doesnt even open because its frozen. Did try to resolve issues but after chasing them for 2,5 years they just told me that there is nothing they will do. Paid $****. Have emails to prove my attempts to resolve issues with this company. Have pictures to show the low quality. Just want my money back or the door that opens in winter!!!Customer response
12/09/2023
Hello
windows and door installed and paid in 202* October. See attachment.
December 20** addressed the door issues to *************************** from WSW. Told by company that service manager needs to come and assess the door. It was done in summer of 202*. See emails attached. August 202* still no answer from WSW. November**/2022 door sent to the production. See attached email. December ** door and windows approved by production manager, will be done in spring of 20**. June 20** silence from WSW. Calling again. They replaced some windows glass as also they were faulty. No door.
August of 20** still no door and winter is coming. They never answered my calls. September **/2023. They decided to not replace the door. See attached files. If more information needed Im available anytime. Could not add any files. Ready to provide any time by email.Customer response
12/09/2023
See filesCustomer response
12/09/2023
See files
Business response
13/09/2023
Hi *****. All of the services were completed including scratched units replaced with new ones by warranty.About patio door it was explained to you that your door is located in your (Kitchen) where you have very high humidity level .When its more than - 20 outside you need to keep your humidity level below **% not over **% like you have, and room temperature needs to be 20+. Also heater what is right beside your door heats the door side. Flow direction needs to be changed , and humidity level reduced. All of the instructions were sent how to solve this issue with humidity. Its not the door what cause this condensation. Inspection of the door was completed, and door has no issues. Please use instructions what we sent you how to reduce humidity, and your issue will dissappear. We have no problem to come during the winter and measure your humidity and explain again how to reduce it.Customer response
14/09/2023
Complaint: ********
I am rejecting this response because: this is not fully true. The *** is claiming things that are not true. Like humidity levels and temperatures. My house in winter has humidity less than **% and the door starts to get water and ice as soon as the temperature reaches-4 degrees Celsius. We had an original door from **** before, never had an issue. We just wanted to update our family home. Their service manager agreed that door is installed right but the issue is not from humidity. The door panel is not keeping the cold out and freezes through. I have email from the *** where they agreed and approved the door has to be replaced. I want my money returned.I dont want any business with ***. I will replace the door from a local company by myself. With Someone who appreciates the customer and treats them with honesty.
*** had 3 ******* to come out and see the door, inspect or do what ever. 3 years!!!! They never intended to respect my customer rights or fulfill their ** year warranty promises.
Sincerely,
*****************Customer response
13/10/2023
Hello.
wws did contact me on September ****. Offered to replace the door and get back to me in 2-3 weeks to schedule the work.
there is no surprise that * weeks later, no one has called back, as always, empty promises.
I find that I have given them sooo much time so many opportunities to make it right. This company keeps laughing in my face.
I truly want to end this, get refund and order a proper door from one of the honest companies.Initial Complaint
19/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Bought windows in **** **** Windows installed in *** **** are the wrong size , installed incorrectly and there is leaking and condensation. Did not measure and installed too small of windows. *** ***** ** ******** ******* **** ***** ****** **** ******** ******* We had just painted that ceiling after the windows were installed. Water damage in my house. ******** calls and no response . The kitchen window and patio door dont fit properly and we have videos of feedback from an Installer. They are trying to blame us saying that its because our humidity was too high. **** **** ************** *** ****** ********* ******* *** ****** ****** ** * * *** ******* *****. ** ****** **** ** ******* ******* *** ***** **** **** *** *** ** ********. ** ******** * **** *********** *** **** **** ******** **** ** ***** ****** *** *** ****** *****.they keep making excuses to not come back and fix. **** *** **** *** **** ***. *********************************************************** ****** * ******** *** ********** *****Business response
29/06/2023
Hi ******* , we receive your request and will call you with service date tomorrow and let you know time and date when our team will arrive to fix all of the issues. Thank youInitial Complaint
03/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
After waiting 19 weeks, WSW failed to show up on 2 separate occasions for a door installation (Dec 15 & 16). They made no attempt to contact me. Finally on Dec 26 the installers showed up late. They caused substantial damage to my home & installed the wrong door. Because the installer ripped out my original door and the frame, the new door (although incorrect) had to be installed, resulting in considerable problems. There is now a large trench/gap/hole in the concrete left in front of the door (facing the outside). This has exposed the foundations of the house to water which can pool inside. They installed the wrong door. I custom ordered ****** steel door. They brought a different door. I could have picked up the same door at ********** for much less cost ($***** at **, $******* at WSW). The installers created a hole in the exterior of my home by removing and failing to replace the flashing. They refused to repair the damage. To leave my home in this condition is unconscionable. WSWs installers have butchered my home. The installers broke my ***** Security System. They snapped the wire and then nailed trim over top of parts of it. They left the crushed pieces on a table and refused to acknowledge the damage. They also tried to leave without giving me the keys. The smart lock purchased for the door does not work because the installers made a mess of the connecting hardware on the door frame. They do not align. This is another s**** up that has left me with an unsafe house. WSW has proven that they are a disreputable and unreliable company. They must be held accountable for their actions and for the damage to my home.Business response
04/01/2023
Hello.
We went on the job site ,and had conversation with customer regarding this issue. And agreed that we will install 32 inch ****** slab door. The reason why 6 panel was installed is that ****** is not available in 30 inch slab. We ordered 32 inch ****** slab and as we discussed with customer will be reinstalling door , hardware and fix other issues. We are waiting from our supplier for 32 inch ****** slab, as soon as we get it we will manufacture a new door ****** 32 inch and contact customer with install date.
Initial Complaint
17/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Window Seal West came and put in my windows about a year ago. Right after they finished I was having problems with one door they put in and they said they would have someone get back to me in the next month or so. I never heard back from the company and then the door completely broke. *** been trying and trying and trying to get a hold of the company for the last month and no one ever answers the phone. *** left messages and sent emails. Do not buy from this company because once they get your money they write you off. Its been a year and I havent heard from them to come replace my door insert.Business response
28/11/2022
Hi ****. Door issue was repaired on November 24 . We replaced your door insert.
Thank youCustomer response
28/11/2022
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,
**** ***
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4 total complaints in the last 3 years.
0 complaints closed in the last 12 months.
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