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Complaint Details
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Initial Complaint
06/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have complained about this same job back in November and the company said it would be resolved in January. Well it is now June and the job is still not finished. We purchased windows and doors in November of 2021. The wrong size windows and doors were ordered and one window came broken. In March of 2023 they finally came in. Again the broken window was the wrong one, the screen was the wrong size and the transom windows was not the right size. No locks were provided either. The patio doors came without nailing flanges. They proceeded to install what they had and then stopped because they didn't have the right trim or the right color. They restained the trim 3 times and finally got it right.2 of the patio doors don't close right. One of the patio screens doesn't close right. Now they need to finish rescreening the screens that are messed up, fix the trim that is coming apart on one of the windows and we are told the locks they ordered are the wrong ones along with the screen so now we have to wait some more. I am constantly being lied too. They were supposed to come today and finish June 22, 2023 and they didn't because of the locks. I had asked ***** last week if they had everything and he said they were all set. What is it going to take to get this company to stand behind their contract
Business response
06/30/2023
First & foremost we did work very hard on trying to match the trim stain. This stain was an off color, making it extremely difficult to color stain match. Secondly, We have ordered the handles several times from Hayfield & they have arrived several times incorrectly. The locks were in & we did not lie to you on this...unfortunately when they arrived @ our shop again our production **** did not open the box that they resent & again they came incorrect. I know making it very frustrating for you & us. We so want to have your project wrapped up 100%. Next week our crew will be rescreening the screens there that need to be fixed or adjusted. The locks were sent again to our company via *** end of last week & once we receive the new locks & new screen...this will be immediately scheduled to be installed . We are on this & will communicate with you get your project fully completed.
We do have an attached confirmation of the screen on order & the correct handles have been sent via *** to us last week. We do have a confirmation email ************ as well from ************/Hayfield windows.
Customer response
07/06/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau: I am a little skeptical accepting their response because I was told back in March this all would have been complete. They did fix the screens and did bring the replacement for the broken window. So I do hope they stay true to their word ************ and the screen
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*********************************Initial Complaint
10/03/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
We purchased all new windows and patio doors from the company in November of 2021. The windows and doors came in April. They went to install the windows and one was broken. All 3 patio doors are the wrong size, the transom windows were the wrong size. They told us they re-ordered them and said they would arrive in August. It is now October and I talked to **** today 10/3 and from what he see's it doesn't even look like they were ordered. Our house is a mess. They had to put one of the smaller patio doors in because they had already removed one of them and the whole house is a mess. It took us till 2 weeks ago to at least get the trim on the other windows. We also have bad screens that came from the company that need to be fixed. I need to find out what is going onCustomer response
10/06/2022
I just heard from the company and all he stated was that the doors and windows were on order. I really feel he is lying.Business response
11/01/2022
I reached out to the customer & have also been to their house. We are waiting for the order & have confirmation on shipping dates. We will be sharing this information with the customer. We look forward to finishing this project.Customer response
11/01/2022
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.
[Please type your response here.]
Yes they did come out to our house and check all the measurements of the windows. He stated we have a ship date and he DID NOT. He DID NOT give me a date that the doors and windows will come in all he told me is that they are in production and he wasn't sure what that meant.
Regards,
*********************************Business response
12/08/2022
Business states that the windows should be ready for installation shortly after the holidays.Customer response
12/08/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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,
*********************************Initial Complaint
05/16/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
My problem with the Gardner ** started on 9/24/21. We had new windows installed in March of 2021. 2 of the windows had malfunctions. One had a broken latch, one had an interior window trim piece separate from the frame. My calls and emails began on 9/24, to *************************, production mgr for the Gardner **, with a continuous string, 9/28, 10/4, 10/12, 10/24, 10/28, 11/8, 11/9, 11/15, 11/16 (with photo), 11/17, 11/28 (with photo of damage), 12/2, 12/6, 12/20, 1/9/22, 1/24/22, 3/6/22, 3/23/22, and 3/31/22. 2 men from Gardner ** came to our home on 11/18/21. One man repaired the broken latch, which is now working properly. The other man repaired the trim piece. In doing so, he damaged the weather stripping on the window, and therein lies my issue. I only want them to replace the piece of weather stripping they damaged. They have accepted responsibility and have promised to make the repair, but as of this date, they have completely ignored any communication I've made to them. I've talked to the owner, Crystal *********************** on the phone 3/14/22, and emailed her 3/22, 4/18, and 5/5. On 3/14/22, we had a very pleasant conversation, and I had confidence this issue would be resolved. Since then she hasn't responded to any of my requests for updates. I have exhausted all means of working with this company to expect them to follow through with their "all work is 100% guaranteed" promise they advertise.Business response
06/21/2022
Last Thursday our company went out to resolve the issue with **********************. They were able to resolve installing a new weatherstripping. He was very pleased.Customer response
06/23/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.The Gardner Company did come to my home June 16th and repaired the damage they caused. After a year and a half, it is a relief to not have to chase after these guys any longer. I hope to close this chapter, and never have to deal with them again. Anyone who may be looking for window replacements asks me for a recommendation, I will never give them a positive reference.
I appreciate the BBB's help in resolving this matter. Without your support, I am certain I would still be ignored by the Gardner Company
Regards,
***************************
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Get a QuoteCustomer Complaints Summary
4 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
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