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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/31/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Several attempts and over 2 years in trying to get a window replaced with this company. Arrived at home with another defective window and even began tearing out the wrong window. The window is damaged due to seal failure.
Business response
11/04/2022
We are disappointed the customer filed a complaint. We have never ignored the customer calls or messages. They knew another window had been ordered and that materials have been taking longer to get in. Customer contacted the factory on Monday October 31st and we called the customer the same day and left a voicemail. Customer called back on Wednesday Nov 2nd. Replacement window has been scheduled for install based upon customers work availability. Unfortunately this has taken longer due to the replacement window coming in damaged on separate occasions. We have always focused on great customer service in our 25 years and will continue to always improve. We apologize to the customer for any inconvenience.Customer response
11/04/2022
Complaint: ********
I am rejecting this response
Sincerely,
******** ******Business response
11/15/2022
Unfortunately this is an incorrect statement from the customer. She called back Wednesday Nov 2nd from our message left Monday October 31st as previously mentioned in our response. During that conversation the customer gave us 6 dates of availability. We scheduled for her first available date of Wednesday Nov 16th and told her we would put down Friday Nov the 18th as a back up day in case of weather. The customer agreed to this during the conversation. We just called her today Nov 15th to confirm the install tomorrow and she did not respond surprised. This further confirms she was aware it had been scheduled. At this point we feel the customer will be dissatisfied with anything we do in trying to resolve the issue no matter how hard we try or good faith put forward. Hopefully this will get resolved tomorrow and the customer will be satisfied.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.
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