Complaints

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had windows installed throughout our home in Nov of 2019. Around fall of ************************************************** right under the window seals of our interior and then noticed our exterior walls in front of the house being moist even though it hadnt rained in weeks. After getting clarification by both a ************************ and ***************** that this was not weather or plumbing related and providing documentation on the issue being the window install. We alerted window source and then began a never ending cycle of misinformation and flat out ignoring us. I have email and text threads with ****** and ******* verifying the install issue and giving me the go ahead on the water mitigation. The water mitigation, new reinstall, and remodel was translated to me to be taken care of by window source as it was an install problem as the source and a warranty coverage. When the windows were reinstalled after weeks of me pleading with and by window source more damage was done on both exterior and interior parts of my home. The water mitigation and remodel company were left unpaid by window source after many attempts and agreements of payment to then leaving us the bill and a very sloppy reinstall to pay and correct.

  

  Business response

  12/20/2023

  After reviewing the customers concerns, the overall issue is not part of the installation of the job, the homeowners home damage is due to normal wear and tear of the home. On a wood sash replacement of windows we only take out the wood sashes and replace with a replacement window. The exterior part of the frame has nothing to do with a window install. We did go out to replace damaged wood because of wood rot from the kindness of our hearts, but the customer isnt happy because the insurance claim adjusters blamed us for an issue that has nothing to do with us, its an older home with exterior wood rot that leaked through the home. Please feel free to email me at *********************************************************** for any further questions thank you.

  Customer response

  12/28/2023

  Complaint: 21037327BBB: I do not accept the response made by the business to resolve this complaint
  
  I am rejecting this response because: This was not wood rot damage from being a "older home" as the damage were only surrounding and dripped down from the incorrectly installed windows. The wood sashes also replaced by window source at the initial install were also rotted. Pictures attached.  We had multiple auditors from both our home insurances Farmers and Progressive as well as individually paid auditors through the water restoration company, general contractors and, remodel construction company we hired. We have hundreds of photos and recordings with mold and humidity detectors from each of these entities showing the damage only framing the incorrectly installed windows  that were done by Window Source. We have doors and windows not touched by window source with no water residue or humidity detected in any other parts of the house other than windows done by Window Source.
  
  Regards,
  
  *******************************

  

  Business response

  09/05/2024

  After reviewing the photos the damage to the home is from wood rot that is deteriorating because of the age of the home, we simply replaced windows from wood sashes to a new vinyl frame, we dont ever touch the exterior part of the home, we went back at no charge to replace wood in the interior of the home, my recommendation would be is to have the trim on the exterior of the home replaced sooner rather than later to prevent anymore leaks in the future.

• Initial Complaint

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a sliding door for the my home on march 2023 and it took 7 months for to get installed ( when contract says 12 weeks installed) 12 weeks from march is around April but it didnt get installed until July 2022. We paid half of ******** when they took our order 1,185.13pd and still owe them ******** because its still not finished, these people dont return calls or call to give us status on door or next appointments they say they will call you right back when we call them but they never do they have nasty customer service. So here we are almost a year without a finished sliding door that DOESNT LOCK and didnt have screen door till about 1 week ago. Please rate them at 1 for all their services especially in customer service.

  

  Business response

  12/08/2022

  Additional parts have been reordered, we are waiting for them to be received so we can resolve this issue.

  Customer response

  12/16/2022

  Complaint: 18470787
  
  I am rejecting this response because:
  
  Regards,
  
  Monjela Torres

  I communicated with one of your representatives named *************************** and told him The Window Source has not resolved their door problem our door doesnt LOCK never did, waiting on part they say and havent heard from them since they installed the door a month ago. They dont stay in touch with us , they dont return calls. We purchased door MARCH 2022 and here we are almost a year later and we have a none functioning Door. 
  WHO CAN HELP US IF BBB chooses not too. We cant get this people to come back and finish the job. We have an open house via sliding door. Please 

  advise as to next step is any or where else can we go too since Window Source doesnt respond to us?

  

  Business response

  01/06/2023

  Issue has been resolved, service tech was sent out 1/5/23 to repair the issue, customers husband approved the issue, wife still not happy. At this point we believe customer is coming up with excuses not to pay the remaining balance due. We may need to put a lien on home for non payment.

• Initial Complaint

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I requested 11 Windows back in October 2021. On ***** March 2022, Window Source of San Antonio installed 8 windows without defects and 2 with defects. 1 Window was not manufactured to the correct size and was not installed at all. I was already billed for all 11 windows (despite my objections), including the 2 defects and the window not installed. The Company has not been communicating with me on the status of the 3 windows that need to be finished. I have contacted the company repeatedly, and when I did get someone to talk to, they assured me that the remedy for all three windows were on order. I contacted the Window manufacture (NT Window) on 24 March 2022 to verify their claim, and the manufacturer had no evidence of a replacement window order.

  

  Business response

  04/14/2023

  ********************,

  Thank you for bringing this issue to our attention. I understand your frustration and apologize for the lack of communication. I have addressed the communication concerns to our office staff and we are working on enhancing our communication procedures. As you stated we did have 3 windows that needed to be ordered thru our manufacture, NT Window. Sometimes there is a delay in reordering them as we need full information from our installers as far as the reason for reorders that need to be passed on to the manufacturer. This is why the order was delayed a week. However, we did receive your 3 windows that were reordered through the manufacturer and they have already been installed. In conclusion we have completed your project and hope we met up to your satisfaction. I apologize again for the inconvenience, as we do take pride in making our customers happy. If you have any other concerns, please dont hesitate to contact us. Thank you again for your business! 

  Thank you! 

  Customer response

  04/27/2023

  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. ↩