Complaints

• Initial Complaint

  12/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Work was completed February 2024. $41,000.Desert King Windows committed to providing us with a top quality window and door product and claimed that they did not subcontract out any of their install work. These are the main reasons we chose to go with this company. Upon install, a sub contractor showed up and completed the install & finish work. We had issues from install that had to be resolved due to the lack in quality of workmanship. Desert King had to send an employee back out to re-caulk windows after install. We had to contact the office multiple times to request a contractor come finish the work (drywall repair) for a week or two after install because nobody contacted us. Fast forward 10 months. The caulking is cracking on nearly every window installed with intrusion gaps, window frames are cracked and bowed, we have moisture in a couple of walls from the cracks and gaps allowing in water, no flashing appears to have been used, the 16' sliding door frame is bowed and not straight showing seems of the glass, the handles don't secure or work properly. The "high quality windows and door" we were sold are garbage. The not sub contracting install was a blatant lie. Upon noticing, we immediately contacted Desert King providing them the opportunity to resolve this matter. It took them a few weeks to get us on the schedule. An employee came out on 12/16, took pictures, confirmed a sub contractor completed this install, and also confirmed all of our concerns. We were told photos would be uploaded immediately, but we have yet to hear anything more from this company. Nothing. Here we are 10 months later, left with an absolute mess with no urgency from this company to make things right. We are very displeased with the lack of service that has been provided from the beginning, with the quality of the product we were sold, along with the lack of professional contractor workmanship. Everything we have experience so far is completely unacceptable.

  

  Business response

  02/03/2025

  This is an open case with the *** as well. We were out at this customers house on 12/16 and we took pictures to document the issues and contact the manufacturer to submit the warranty claims. We were unable to complete the service call due to the irate behavior of this customer to our service tech. At no point were we unwilling to make the repairs covered under his warranties. He told us to leave and he would have a "professional fix everything". The customer was made aware that we have the right to make the fixes and we will not be paying for another to make the fixes as they are covered under the warranty we provide. 

  The large door is not covered under the Desert King ******** because we did not install it. However, it is likely covered under the manufacturer warranty but even that is in question due to it being stored in his garage for nearly a year before installation. 

  We have an *** inspection to determine the next course of action. 

• Initial Complaint

  10/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Had Desert King windows installed in 2021. In 2024 the window cross frame bowed on all windows and we lost the seal. Desert King came out in June 2024 (job#*****) and said theyre faulty and they would schedule us for replacements. The manger there says theyre waiting for approval, but its now Mid October with no plan forward. I would like my windows replaced or I would like a refund for the 3 faulty windows.

  

  Business response

  10/30/2024

  Hello, We are working with the manufacturer to get these windows covered for Mr ******* The warranty is with the manufacturer. They denied the initial warranty claim and we are working with them to have it covered. 

  Customer response

  10/31/2024

  
  Better Business Bureau:
  
  Desert King Windows has been in contact with me and is replacing the faulty windows at no cost to me. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** ********
  
   
  

• Initial Complaint

  09/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent a PDF of the whole description of events that led me to contacting the BBB.Talking about issues started November 2023 all the way until now We have yet of 9/8/2024 received a proposal on what is next. I called and they said the windows for the south side of the home are on order. We did not approve any work and still nothing is being discussed about the repairs to the beading of all of the other ************************* this whole time, I have not written one bad review or contacted anyone about how Desert King and its staff is conducting business. The windows installed in my home have a branding of Desert King on them so they are responsible for their product. The whole game plan was to have the 1st story windows replaced by Desert King if they resolved our issues correctly. I have explained that I am not mad that there are issues but I am by how they are handling the issues and how they discount the aesthetics of the window issues. I truly believe this company should lose their business license due to their unethical aptitude and should not be able to operate in the State of *******. I would like all my money back from this whole ordeal and they can take their windows back or they can keep the money we paid and would like all the windows to match the one they put in my Master Bedroom. I do not feel confident about the windows that were initially installed with all of the problems in less than a year and them not able to fix them. I need the BBB to be a moderator in this situation that is past due for me to have done. I just wanted to give the staff and owner of Desert King the benefit of the doubt that they would take care of their paying customer. Thank you.

  

  Business response

  09/16/2024

  This job is currently not complete. ** ******** complained of the glazing beads not being perfect. To make him happy, we promised to replace the glazing bead and even offered him 2 free windows to complete the side of the house. Those are currently on order and due to arrive in the near future. 

  We already received the glazing bead and scheduled that repair with the customer. He then sent us away and told us we can do that when the 2 windows arrive. We are waiting on that. 

  Many of things Mr. ******** are not true. Just to name one in particular; He has gotten written confirmation from us on multiple accounts. 

  We are replacing those 2 windows and we will replace glazing bead. 

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Over a year ago a tech from Desert King came to our house because of a broken latch on one of the windows. He removed it and said he would have to get a replacement from the shop and return the next day with the new latch. After that the only way I found anything out was by calling Desert King and today a call back came from a receptionist that all she could say is the part has not arrived from the manufacturer. I asked her what they would do if the window had to be replaced and she did not have an answer. No call backs, email not answered message left and these people have done nothing to solve my issue with the window that I was sold with a Life Time warranty. All I want is the replacement latch and I will install it, in fact I would like two latches so if another one goes bad I can replace it without waiting a year plus.

  

  Business response

  05/12/2023

  The customer is not wrong. We have been trying to get this part from the manufacturer, Window Mart in *****, **, for the last year. They say they mail it but never do. We have provided the customer with the contact info for ********************** Mart as well to aid ** in getting a response. It is Window Mart's Life Time Warranty in question. Extremely frustrating for all parties involved. We will continue to push for 2 locks for *******************.

• Initial Complaint

  03/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We paid Desert King Windows $15,200.00 & to date we have had a solitary Service Request. Request was made on Dec. 10th, 2022. Soon thereafter, Desert King Windows measured the upstairs. bathroom window for replacement. Replacement Window was special ****** **** were advised via text that the window had arrived. {See Copy of Text} The text was sent on Jan. 19th @ 10:56 a.m. Text stated..."Window has arrived @ our facility & has passed inspection!" (Attached) We were scheduled for the replacement window on Feb. 1st between **** a.m. The morning of Feb.1st we received a text @ 9:23 a.m. that the window was flawed. (Attached) We were deceived because if it had passed inspection-how can we be informed 1 hour & 23 minutes into our window for install that the window was flawed. The morning of the service call I removed a piece of OSB to protect the damaged window. The text went onto say that a new window was on ********** would take additional 4 weeks. I contacted Desert King & spoke to ************************* that morning & the temporary solution was to install the "flawed" window pending the arrival of the reorder. Additionally, the service fee of $150.00 would be waived because of the inconvenience caused. ****************** is the only person at this Business that has demonstrated any professionalism. I called again on March 20th, & was promised a call back that day or the subsequent day. I was put aside. Called yet again Wednesday March 22nd to air my grievances & was told the matter was closed. How can this be closed if the flawed window has yet to be replaced? The matter was supposed to be looked into & a follow-up call made on March 23rd. Yet again, we were put aside. I called Friday March 24th, & no assistance was given. It is obvious that it is their intent to evade me & not honor their warranty.

  

  Business response

  03/29/2023

  Hello ******,

  Our apologies for the delay. I have confirmed that your replacement window is on order. For some reason, the reorder was not done properly but it is on the way now and has an ETA of 4/27/23.

  As far at the initial replacement passing inspection only to learn that it was flawed; we simply missed it. They are inspected for defects and accuracy but some can make it through that process undetected ESPECIALLY if its a small glass flaw.

  We at Desert King Windows uphold all warranties given to our customers. We made a mistake here but that is certainly not to evade you in any way. 

  We will be reaching out as soon as the replacement arrives. Again our apologies for the delay. 

  Customer response

  03/30/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.    I will wait for the business to perform this action and, if it does, I will consider this complaint resolved, until then I would like my complaint to remain opened. It was not until I generated this complaint with the BBB, that Desert King Windows contacted me.  This could have all been averted (Emphasis Added) had they responded to my repeated requests for assistance in getting this matter resolved.  Instead, we were repeatedly ignored!  Kind of ironic because up until the time that they received our $15,200.00 calls were returned without any delays. It is not sad-it is pathetic the kind of conduct exhibited by this business.  I will wait for the replacement window & until then I urge the BBB to keep my complaint in Pending status.
  
  Regards,
  
  ***************************
   
  

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered windows from Desert King Windows in August, 2022. They were finally installed in January, 2022 except for the screens. Since January, 2022 they have installed all the screens except for one. I wrote them a letter on September 26, 2022 requesting that the project be completed. It is still not completed as of January 9, 2023. I am sending another letter today (1/9/23) requesting that the job be completed immediately. These letters are attached.

  

  Business response

  01/17/2023

  This job has been completed as of 1/17/23. I'd also like to add an apology for how long this has taken. Manufacturer delays combined with a mistake on out part made this way longer of a process than any of us expected. I hope you enjoy these windows for years and years to come! 

• Initial Complaint

  09/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Feb. 2022 an order for a replacment screen was placed. The replacement is covered on a warranty that I paid extra for. Here is the last email between myself and DKW:**********************,What I don't understand is why it takes 9 months to build and install a screen door.I have an email from your company dated 3/22/2022 saying:Dear ****,We have received an update from the manufacturer regarding your order! Your order is estimated to arrive on 5/26/2022.This ETA is subject to change and we do not have any control over that. If that happens, you will be notified.Once your order arrives, it goes through an inspection period where we will inspect it for accuracy, damages and quality and will reach out to you to schedule your installation. There is no need to contact us regarding installation dates. We will reach out to you when your products are ready.In the meantime, if you have any questions, feel free to reply to the email and we will be happy to assist.Thank you,Desert King Windows *******: ************ ******: ************ DesertKingWindows.com If your company is picking up the door then why would there be an ETA update from Window World?Then I received another email 6/24/2024 that states in part:Hello, Your screen door is on order, however since Windowmart chose not to do any business with anyone in ******* anymore they only ship ** service items once or twice a year, Which is very frustrating for many people. I have my service **** checking to see when we might expect another delivery from them.So you stated you've been waiting for two weeks for a manifest, well I've been waiting 9 months since your tech was out here (replacing a broken window that I had to wait over 6 months to get replaced) when he placed the order for the screen door.None of any of these excuses make any sense!So this is my complaint, as of 9/7/2022 I still don't have my screendoor.

  

  Business response

  09/15/2022

  Hello ********************,

  My biggest apologies for this situation. As you know, the manufacturer of your windows and door (and warranty holder), Window Mart, no longer delivers to *******. We have arranged for a large delivery for all the warranty parts. It took a few months to get them to manufacture and crate these materials so we can have a carrier pick those up and deliver to us. The truck came in a little more than a week ago and we are working though those parts and getting people scheduled. I am told we have a screen door for you. Be expecting a call this week to schedule a time for us to come install it. 

  Customer response

  09/15/2022

   This is the same explanation I've been getting all summer, and still no screen door. Today is Thursday 9/15/22 and I having gotten a phone call, and I'm not crossing my fingers!

  

  Business response

  11/16/2022

  This complaint has been completed on 9/21/22. Screen door was installed and customer was not charged. 

  Customer response

  11/17/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  04/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have called multiple times to get the caulking replaced around the windows that Desert King Windows sold me. The caulking is crumbling and leaving the home exposed to water damage. Desert King will not even call me to schedule the warranty work to be done. I can't believe they wont even schedule me. I have called multiple times over the last month. I need someone to replace the crumbled caulk to avoid water damage. I would like to get my warranty work completed.

  

  Business response

  04/11/2022

  Good Monday morning. I do apologize for your frustration on this matter. By the photos, the caulking definitely needs service and is covered by your warranty. I will have service call you immediately to put you on the schedule. What is most upsetting is the statement that we have not returned several messages from you. I checked just now in our relatively small office, and there is no record of your calls.  I will call you to discus the details, (times you called, voicemails, or person you spoke with etc.) Communication is a top priority with our customers and your complaint will not go unnoticed. Again, my apologies for your frustration with us here at Desert King.   Tell us why here...

*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. ↩