Complaints

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Elkhorn Glass to replace five windows in my 100-year-old home. The owner, ***** told me during two estimates that he would be replacing rotten wood on the trim outside the window. He did not. I also was given the impression that aluminum coil was included with the window replacement (or at least that the old one was going to be left in tact and extended somehow). **** knew this was my first home and first time buying windows and failed to tell me that wood would be exposed if window was not wrapped. He never told me that Elkhorn Glass does not wrap the window on the outside when installing pocket windows. All four of the other companies I received estimates from wrap the window with installation. This is industry standard, and therefore, that coupled with me being a newbie, he should have emphasized that they do not wrap and should have advised me that if I went with Elkhorn Glass, that I would ALSO need to find a siding company or different window company to wrap the window once done. Instead, they omitted this info and left my coil (previously in good condition) hanging off my house. Wind blew it off that night leaving wood exposed and water intrusion. They also did not caulk properly, and it is already cracking, leaving my windows vulnerable to cold air and moisture. They slopped caulk on my antique woodwork. One of their installers smelled like weed when he arrived and argued with me when I spoke up about the rotten wood trim not being replaced. When I complained to ***** he got in my face, told me weed was not a drug, yelled at me, & refused to leave my property, ringing my doorbell repeatedly and dumping windows on my driveway that he promised to haul away. Then he parked outside my house to intimidate me. Before he left he called me names. I had to call the police because I felt unsafe and at that point, he was a trespasser. EG is unprofessional, sexist & dishonest. I would like a refund, dismissal of the remaining balance & cost to repair damage.

  Business response

  11/06/2023

  In response to customer complaint ********.  My name is **** ******, Elkhorn Glass, President.

  I did in fact, quote pocket window replacements for the Weeks residence.  Our quotation was for 5 vinyl windows set into existing 100 year old frames.  The job was completed per our Quotation #******

  We are a glass company that replaces windows.  These windows were done to my satisfaction, I was present on the job.

  The homeowner asked about coil work on the outside, this is work that siding companies perform.  We did not quote this work, but after her dissatisfaction I agreed to do the coil work.  She asked me to get off her property.

  The only explicit words were from her, with me explaining the coil, and her telling me "don't fuck with me you know I'm an attorney".  I was in shock.  I just wanted to get paid.

  Business response

  12/12/2023

  The only reason I remained at her location was to wait for a check to pay our invoice.

  The homeowner had some old windows outside and I was going to remove them as a courtesy.  This was not something we had promised to do.  I unloaded them before I left.

  I was not intimidating, just waiting for payment.

  Elkhorn Glass has been with BBB over 30 years with rarely a problem.  We have an invoice in the amount of $2350.10 that is not being paid.

  Customer response

  12/12/2023

  
  Complaint: ********
  
  I have provided ample evidence in my complaint and reply to Elkhorn Glass's response. I have submitted an enormous amount of documentary, video and photographic evidence clearly showing the substandard job that Elkhorn glass did, the way they took advantage of my lack of window knowledge and experience; breach of contract; the owner's disturbing and illegal behavior and his defacing of my property. I will not be providing further payment to Elkhorn Glass.
  
  Best,
  
  ***** *****

• Initial Complaint

  12/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  To: Better Business Bureau Subject: Bad Experience with Elkhorn Glass Widow Replacement Would you do business with a company (and its employees) that... -Loses an order for two of the five windows purchased, resulting in extending the installation schedule by five months -Replaces interior trim poorly -Fails to mention a part is missing on one window's operating mechanism and subsequently blames the manufacturer for not sending it (there were no missing parts on the other four windows). The part was then replaced during a callback service) -Leaves trash from the installation in the rain gutter, bushes and yard -Fails to patch the wall board which was broken during the installation (it was then patched during another callback service) -Fails to fix exterior siding, broken during window installation, due to a dispute with the homeowner regarding the repair process (company owner wants to fix it from the inside while hanging out through the window, and homeowner requires it be fixed from the outside instead, as was done previously when the company replaced exterior brick molding.) -Installer(s) used homeowner's bathroom without asking -Tells homeowner (customer) to "do what you feel you need to do" when he suggested complaints would be filed with the Better Business Bureau and other social media platforms if homeowner will not allow the broken siding be fixed from the inside __ Unleashes a tirade of expletives against the homeowner when making a call back to fix the broken siding - Whose owner will not return calls seeking how to fix the faulty window installations that leak air when the wind blows This is our very unsatisfactory experience with Elkhorn Glass thus far during our residential window replacement project.

  Business response

  01/20/2023

  Business Response /* (1000, 5, 2023/01/06) */ Elkhorn Glass has addressed the issues in this complaint. The complete window order was delayed. A mistake with the order input did happen at either the distributor or manufacturer. It was not made by Elkhorn Glass. The lead time for windows at that time was quoted as 25-27 weeks and are currently still out 19-21 weeks. There was nothing we could have done to know this mistake had happened, nor could we expedite the correction. The homeowner was notified of this issue as soon as we were aware. We reused the homeowners existing trim on the new windows, we did not replace with new trim. This was the choice of the homeowner. Sometimes when reusing the original trim, it does not fit exactly and wood putty is used to finish any small gap. The part missing from the window was replaced by the manufacturer and we installed it on the window. We always clean up our worksite when finished. We apologize if we missed some in the gutters and bushes. The damage to the wall board and siding were repaired. There were several discussions between the homeowner and Elkhorn Glass about the process of repairing the siding piece, but the siding was repaired. A "tirade of expletives" did not happen. In the end, Elkhorn Glass has addressed each issue the homeowner has brought to our attention. Consumer Response /* (3000, 7, 2023/01/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Elkhorn Glass Complaint 3 January 6, 2023 I stand by the accuracy, in detail, of my original complaint statement -- 100%. Filing this complaint might have been unnecessary if the owner would have simply responded to my text and telephone messages regarding the newly discovered, significant wind leakage, but no response was received. Again, I simply ask for the job to be finished and invite the owner to visit our house on a windy day, inspect the window installation, and fix it.

*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. ↩