Complaints

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My walk below the window was damaged with two knee holes that they did not tell me about and hid with a bed after they were done. I had mutilpke tried in my house in the last month and had to have drywall replaced and windows and flooring and ceiling in bedroom replaced in the last two weeks due to a water leak. All windows were inspected and all bad drywall was replaced with the windows and flooring to come. Not one inspector or repair man noticed the holes in the wall. They were not there before the windows were prepared. They are directly below the window and look like their knees went through the wall when repairs were done. I want this fixed and I complained about how the work was done and was treated very poorly by the manager and the salesman called to also yell at me on the phone to say he did not make a mistake because I asked for trim on the windows and they did not put it on they relapsed windows with water damaged trim that not need to be removed and project the damaged wood. All things I explained to the salesman. They told me I Thor what I paid for an nothing more. Exact words. I got extra. Two holes in the wall they need to fix. .

  

  Business response

  07/11/2024

  We do apologize for the confusion but all our contracts are itemized and show if you purchase or choose not to purchase a specific item. You refused some items and we even offered to do the work that you declined to purchase them. We were not rude we kept offering to do the work but you wanted us to do work that was not purchased. That is not fair to our company especially when our contract is completely itemized. We also have a policy that we don’t move beds or furniture that is in the way of the window install before or after so we couldnt have moved the bed because of that reason and then put it back . He also stated the bed was moved before install but it wasn"t. It was moved by his son when our guys got there and stated that we don't move furniture because if anything gets damaged in moving its not our responsibility. So the request for $2500 is declined because the windows were replacement windows not involving new casing, sills, jambs that were not purchased on the contract and the hole was caused prior to installation or while his son was moving the bed back.

  Customer response

  07/11/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. [To assist us in bringing this matter to a close, we would like to know your view on the matter.]The business dated the bed was not moved before instal and then said it was moved when they got there. That is before the instal took place so they contradicted themselves. It also states the damage took place before or after the install. There was no damage to the wall before they came and only damage to the wall after they did the work. My son did move the box spring back into place but was on the opposite side of the bed to do so. It is not possible to put a bed back from the direction and place the holes are at. The workers did cause the damage and need to fix the damage they made.  Regards, ********* **********

• Initial Complaint

  10/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Company did home improvement on the property. Original shutters on the house were secured and old. On 05/12/22 shutter blew off the house. I immediately called them. On 06/28/22 I spoke with John and he said they had to order the right size shutters. On 08/30/22, the shutter blew down sideways and was dangling on the house. I called the next day and informed John of the problem. On 09/06/22, i called them from a different number to let them know that the problem still needed to be resolved. 0n 09/07/22 they came and glued the shutters on. My problems with this issue is the incorrect sizes for the shutters were ordered. Secondly this company will not answer calls from my phone number, so I have to call from a different number in order to communicate with them. Also, there is an outside window with a big gap and it needs to be sealed or caulked. I'm totally disgusted with the customer service and the timeframe it is taking to correct this issue.

  

  Business response

  10/10/2022

  We apologize for the issues and delays you are having with your shutters we will have an office manager call you immediately to remedy your issues.

• Initial Complaint

  07/30/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello, we have been waiting for more than 10 weeks for our windows. We had it scheduled to Install today Saturday July 30th. And no one showed up or called and the offcie is closed. We left 2 emails and called multiple times the last 2 weeks for an update and received Nothing. We work during the week and we're told a Saturday install would be okay. This is not a positive experience. We also have not heard form our salesman since the day he took our check.

  

  Business response

  08/01/2022

  Good morning

  Our installers did show up on that Saturday July 30th but our times are delayed an hour on saturdays to between 10-11. He did show up a little after eleven and did complete the job. In regards to the time frame we are usually 7-9 weeks but due to the one window being and octagon window and considered a specialty window it may take up to addtional week or two weeks.  We apologize for any inconvenience and hope you enjoy your new windows.

• Initial Complaint

  02/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Poor communication from the time they estimated job, we thought certain things that were discussed would be done but were not done because estimator did not record/ take down correct information, had to reschedule more more than once (last minute notice like 15 min before job scheduled) broke new window after having to get them to come and finish interior window trim (we were told would be included when windows were installed…GLENN..) so now to to wait for a new window and will have to schedule ANOTHER visit.

  

  Business response

  02/28/2022

  The job was ordered 9/9/21 and installed 11/23/21 which is a quick turn around for windows and doors. In regards to details of the contract everything on our contracts are itemized. The door contract does state new casing and when you look at the window contract it does not but because of the confusion we did install new casing free of charge. In regards to delays the customer was referring to storm doors that he purchased not thru us but asked the installer to install and he payed them directly. We did ask the installer what happened with the delay and he stated that the day he was coming to install the weather had changed for the worse so he rescheduled to another day but it is complete. The cracked window glass is a warranty issue that is free parts and labor which will only have us be in is home for no more than 5 minutes . The glass is ordered and we will contact the customer once it is received.

  

  Business response

  03/22/2022

  The inetrior trim was finished we are waiting on a glass pack that was cracked and under lifetime warranty. We can discuss rebate when glass pack is installed and job is complete.

  Customer response

  03/22/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Regards, ****** *******

*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. ↩