Complaints

• Initial Complaint

  12/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Replaced all windows in my house. One has a broken seal and needs to be replaced. Moisture buildup in cold weather

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The seal in my sliding glass door has failed again. I have contacted the company several times and each time I am told their service tech will be out to look at it and if it needs to be replaced (which it does this is the 2nd time for the same issue) he will order the replacement door. Now when I trie to contact them, the phone numbers are out of service. These windows supposedly have a lifetime warranty.

• Initial Complaint

  03/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Date of the purchase. 2020. Purchase amount ********* We purchased 13 windows for our entire home and with the purchase the business stated there is a lifetime warranty on all windows and window coverings and screens. The company installed an incorrect size window and it will not close correctly allowing an intruder to easily enter my childs room. Since then the company will not return any phone calls nor emails about my problem.

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Let me start by saying that we love our windows! We purchased them in 2015. Later, we purchased a door. This is where our disappointment begins. The locking mechanism is not working properly. My husband has called Sunscape numerous times and has left messages. NO ONE HAS EVER REPLIED TO HIS MESSAGES. Additionally, my husband has left numerous messages with ****** the tech. Again, no response! My husband has emailed *********************************** again, no response! Their website claims Custom Home Doors with a Lifetime Warranty. What good is a Lifetime Warranty if no one will respond.

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In April of 2021, I had new windows installed, upgrading from the single pane windows on my **** home to ones that are more energy efficient. I paid about $4800 Two months ago, I noticed that the front window wasnt latching properly. I figured it might have been due to the moisture we had for a longer than normal period of time. I checked another window to see if it was just one window or more were not latching. Sure enough, the second window was not latching either. I dont want to try the other windows because they are latched right now. They are under warranty, so I tried to reach out to Sunscape.The number on my invoice is out of service, so I googled the business. I found another number, called and left three messages. No one has responded. I drove to the address listed on my invoice, as well as the address listed on ******* Both places were not Sunscape Windows.I even emailed the customer service that was listed on the ********************** website. No one has responded to **** have five newer windows, two of which I know for sure are not securing properly. The other three I havent tried yet, due to not wanting them to be left unsecured.Im a teacher in the Valley and it was a very big purchase after saving for a long time to get these windows. Now I have windows that dont lock and no one who will answer my attempts to fix this situation. I need your help!

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I called and spoke with ******************* just before the holidays to ask about repairing my window lock. When I purchased the windows a few years ago, it came with a warranty that if anything went wrong including glass breakage that I was fully covered. I have a lock that isn't working right and he said they would get a hold of me after the new year and have ************************* come out form Phoenix, but I have not heard back and when I called all of the phone numbers today they were disconnected. I was able to leave a message on ***'s cell phone ************, but I'm not feeling confident that he's going to get back to me. If the company did go out of business, then he still needs to honor the warranty to fix my window lock.

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an entire house full of windows replaced by this company on Feb **** 2022.There was a miscommunication about what the bay windows would be replaced with, so one of the bay windows was left unfinished and currently is only covered by a ******** lets a lot of summer heat in and water has gotten in during rain. Additionally there was tile broken when the shower window was installed, and the installers promised they'd repair that when they were back out.The problem is I can't get anyone to come do the work or even bother to have the decency to return a call, email, or text. I have tried numerous times. Supposedly the replacement picture windows were ordered, and I was told those would take 2-3 weeks to come in...that was months ago.I would like for the company to repair the tile and install the windows as we agreed upon.

  Business response

  08/03/2022

  Mrs Grant 

  you are correct about miss communication we ordered this job as you agreed and signed the measure sheet on several different locations so the windows that would remedy this issue are at your house but you did not want them installed like we did the other side to match we apologize the delays involved in this process second and third trip to figure out exactly what you wanted along with material and the all mighty shipping delays we have these PCs. Ordered and expect them within a few weeks and we will immed come and install the changed configuration we apologize that all this has taken extra time we have done our best and assure you that all will completed shortly for you thanks 

  ************************* Pres 

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased new windows for our entire house in April of 2016. At that time we were given the fact that this company is on the Better Business Honor Roll. (We have their documentation). In addition, we were given the upgraded promotional warranty package (documentation available) in which it states the following: "Any parts and pieces needed will be shipped by Sunscape Windows & Doors at no expense to the customer." It also states "All framework, locks and seals are covered under the upgraded warranty." And again, the Factory Direct Proposal waived the $500 fee for ********************** Warranty." (Documentation available).The issue is that the casement window in our bedroom has a broken latch/locking latch. We contacted the company and they sent a service man. He told that the part needs to come from another company called Windowmart Fixit. We contacted that company and were told in an email (documentation available) that they would send the part but we would have to provide a credit card to cover shipping and handling. We have been in contact several times over the last month with Sunscape. They keep telling us they have to talk to a manager and will return our calls. They seem to feel that we should pay for the shipping and then we have to wait for someone to come out and install the part. The shipping charge is for $24.16. While this is not a huge amount we feel that the warranty and statements indicate that Sunscape should order the part and have it shipped to us and send someone to install it. I can upload the documents if necessary.

  Business response

  08/03/2022

  Mr Monson 

  it was our wish that the manufacturer of you windows closed its west coast  division but we did do our diligence and got them to replace the part and we also agreed to do the install for no charge as we have heard from window mart you were not willing to pay the ***** shipping charge or this would already be completed I have decided to go ahead and pay the shipping for you just so we can move on we and always have honeyed our warranty but its through the manufacture so they have to send the parts which they do for free all they require is you pay the shipping pretty standard deal anyhow I have the part on the way and will sched the install in the next couple weeks sorry and thanks for your ****. We did not realize you had denied paying the shipping we will contact you immed upon rec. part 

  thanks ************************* Pres. 

  Customer response

  08/04/2022

  
  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,
  
  ****** And *********************
  
   
  

• Initial Complaint

  07/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am a widow on a limited income. I spent almost my entire savings, $16,833 for windows and 2 sliding doors which were installed in 2019. They supposedly have a no worries lifetime warranty. I first contacted **** at the company on 4/6/2021. I needed some caulking, adjustments and one of the windows had a crack on the inside glass of a triple pane window. He said he would look into it. When I hadnt heard back from him, I called again on 5/17/2021. He said he was ordering the window replacement for the cracked window and there would probably be quite a delay due to COVID. He said when the replacement came in, he would call and set up an appointment for all of the work needed. On 12/7/2021, I called again and was told it would probably be at least another 4 months. On 3/30/2022, I called and **** told me that the window manufacturer had stopped doing business with them and that I needed to call them myself. The number he gave me was incorrect and subsequent calls to Sunscape have been unanswered. That day, when he told me about the manufacturing issue, I asked if I could get a $500 refund and new window from their new manufacturer. He said they didnt do triple pane. I said I would take the double pane with $500 refund. He said he would check to see if that could be done and call me back. I never heard back from him. In the meantime, the crack has gotten bigger and one of the windows in the front of my house, which wasnt caulked at all on the top, leaked into the house. I live in *********, and the caulking issues have caused my heating **** to go up. I feel like I was scammed.

• Initial Complaint

  06/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  I ordered my windows 2 years ago. They guarantee their work for 10 years after purchase date. I inspected all of my windows and most of them the locks are broken. I had scheduled an appointment 2 and a half months ago to get them fixed and they did not show, then scheduled me 2 weeks later and didn't show, then I was scheduled 1 week prior to last Friday for them "knowing" they weren't going to be there on Memorial Day weekend. I work full time along with my husband and my time is very valuable and it was unfortunate I had to wait around for hours because they gave me a time frame of **** before leaving to work. I've exenterated all of my concerns and it seems like they are not caring to deal with me at this point. Marks words "we only have **** to do the repairs and there's nothing we can do." This was a ****** job. The original job was rushed and done poorly. I even bought a sliding door. I told **** I need an appointment this week and he couldn't guarantee an appointment for me at all. I asked for the owner's number because the owner originally gave me his number personally and ****: "I just can't do that." I asked for him to have **** the owner call me at his soonest convivence. **** said, "Ill write it down" and continued to feed me "business-I care-bull." They do not hold their end of the bargain so they need to stop advertising their guarantee! I got the complete run around with this company! Completely unprofessional! I expect this company to do their due diligence and repair the windows. If not I will consider exenterating this issue.

*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. ↩