Complaints

• Initial Complaint

  10/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I signed cheques on June 28th. A deposit cheque and a materials cheque. I was promised new windows on August 10th, or thereabout. I did not hear from The Window Factory. I have called several times since, and have been told a 'supervisor' would contact me. No one calls me back, and no receptionist can tell me anything. I have lost all faith in this company and would like my money returned, so I can hire a company who WILL give me new windows.

  

  Business response

  10/17/2024

  I hope all is well. I wanted to take the time to respond to your complaint and rehash what we already went over and explained.

   

  Your estimated start was 8/29 and we explained we were having a delay that unfortunately pushed us back a few weeks. Your order is arriving on the 22nd so you will be hearing again from our office about scheduling your installation shortly.

  As mentioned before, you kept calling the call center that only schedules appointments for us and this is why they were not able to answer any of your questions. Hayley who works our front desk have been trying to contact you multiple times to keep you updated on everything and instead of calling her back on the number she provided (or texting her back or emailing her back) you kept calling the call center. Please only call us at ###-###-#### to speak with our office directly or you will keep having the same issues, again.

  We are always here to help and will get back to you within the same day (during business hours) so you shouldn't any issues getting ahold of us.

  I do apologize for the delay in installing your windows but we are days away from completing this job. Talk to you shortly. 

   

  Thank you

  Customer response

  10/18/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22359293, and find that this resolution is satisfactory to me. Although, the two times Haley has reached out to me, I have responded immediately.
  
  Regards,
  
  R***** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  06/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company was contracted to install new windows in my house in November 2022. They said the windows would be manufactured and installed as late as February 2023. It is now June 2023 and the windows after many, many, many excuses have not been installed. The windows were not ready by February. Then when they were apparently ready, they blamed the weather for not being able to install. Workers being on vacation and not being able to install, etc. They have always been terrible in contacting me and Al or Eyal has very bad attitude and doesn't know how to provide polite, informative and helpful customer service. After many excuses and frustration to get an installation day, they told me the day before that they were coming the next day to install. I was out of town when they informed me of this. They have no respect for customers schedules. Although they workers were there for 2 days, they didn't finish the job and left debris around my property. After about 2 weeks, I finally got a reason why they didn't finish the job. They apparently didn't make 1 window correctly and they needed to remake it. To this date, I do not have any confirmation of when the job will be completed. They are EXTREMELY unprofessional and this is absolutely unacceptable. I want the job completed immediately and 50% off the bill.

  

  Business response

  06/23/2023

  Unfortunately, the statements made are just inaccurate and misleading at best. 
  
  The contract was signed on 11/21/22. We had to go tech measure the windows twice due to issues with the customer's tenant, which cost us over 3 weeks in delays. The original estimated installation was for 2/13/23, now pushed back 3 weeks due to no fault of our own. New date was 3/7/23. The customer started complaining weeks before the original installation date that we are behind and already started requesting large discounts. When we pointed out we were on time and asked the customer to check their contract, he ignored us and started using foul language and verbally attacking our employees (we have it all in writing as well).
  
  Once everything came in and on time, the customer was very difficult to schedule as he wanted us to only do it on specific days that were already scheduled for other customers. When we refused to push back our other customers and install his windows instead (at his demand), he begrudgingly agreed to our available dates. Unfortunately, due to the heavy rains we had in March, we had to reschedule the installation. Customer blamed us for the delay as if we controlled the weather and made it sound as if we did it on purpose. Customer kept asking for multiple large discounts due to delay because of rain. 
  
  We have been very courteous and tried to work with the customer by offering him a $500 discount for the inconvenience of rescheduling due to the rains (just to stop his bullying). When trying to schedule the installation for the 3rd time due to rain, the customer then asked us to delay the installation by over an additional month, since he was going on vacation and wanted to be there during the installation. We agreed.
  
  Customer ignored our email requests while on vacation to schedule his installation. We decided to reserve dates for him so he wouldn't have to wait even longer upon his return.
  
  A few days before his return he finally responded, asking us to install immediately upon his return, which was not available. He explained that he is going to be out of town again and that the dates we reserved for him will not work. Since we are typically booked 3-4 weeks out, we offered him the next available date which he declined and decided to move forward with the date we originally reserved for him.
  
  Day of installation (May 23rd). The customer was out of town and his tenant didn't answer the door. We waited outside for 2 hours trying to get ahold of the customer and his tenant. With our last phone call attempt we told the customer know we are going to leave and reschedule for a different day; the tenant finally opened the door. Our installation crew had to work extra late to finish the installation. 
  
  Unfortunately, there was one window that was measured incorrectly that we have to remake and come back a different time to finish. 
  
  Throughout this process, he has been very dismissive of issues/delays that himself and his tenant created, including pushing us back almost a month and a half due to his own vacation. The customer has used many bullying techniques to get what he wanted, while being extremely disrespectful with every single interaction we had with him. 
  We see this complaint as another attempt to try to get the discount he wanted from the beginning for absolutely no good reason at all. 
  
  At this point, we will be returning to complete the job on one window we are remaking. As soon as it comes in, we will reach out to the customer to schedule. No further discounts will be considered. We have email records of everything mentioned above.
  
  Thank you,

  A* ****

  
  

  Customer response

  06/26/2023

  
  
  I am rejecting this response because:

  This person is making false statements.  Maybe they can submit evidence of these emails and the foul language.

  This company does not schedule any installations and in fact when they claim that they were outside for 2 hours, I called them and they told me the installation was the next day.  I told them that I was out of town with limited cell phone access.  They never sent an email or anything letting me know about this installation. Furthermore on this day, I allowed them access to the property remotely, however, they refused to do any work until my tenant removed his car from the driveway.  This was never discussed prior to installation. They were rude and forceful and said unless moved immediately they would leave and didn't have any alternate installation date.  The workers didn't complete the job and left debris, screws etc which caused tire damage to my vehicle.  They didn't complete the installation on this date and there hasn't been any confirmation as to the completion of this job.

  This is the end of June and the job should have been completed in February. I haven't had a vacation for many years, so I don't know why they are claiming that.  I travel for work, however, they should complete disregard for the customers schedule and try to force dates on them.

  I respond to emails, however, this person has constantly demonstrated that they don't have the ability to read, understand and respond to emails.

  Recently Brittany has been the person of contact and she has great communication skills, however, she is limited by her companies inability to provide the necessary service.

  This company is misleading, very poorly run and has no accountability.

  When the company is constantly making excuses, not finishing the job and offering the customer NO explanation for 2 weeks, and 6 months behind schedule, why wouldn't they be expected to give a sizeable discount for their extremely poor customer service and quality of work!

   

  
  
  Regards,
  
  M*** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

*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. ↩