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Complaint Details
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Initial Complaint
02/23/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Attempting to replace a window, which is under warranty, for nearly a year. I call weekly for an update, and I'm always told "next week, next week, next week."
Business response
03/07/2022
We believe this customer complaint is misdirected towards our company. We are the window installer for this project, not the window manufacturer. The warranty for the windows comes from the manufacturer, not the installer. We have attempted to connect this customer with the manufacturer ****** Windows to get their issue resolved and unfortunately ****** has not provided a resolution for them yet. It is ******'s responsibility to fix the issue as the problem lies with the product itself, not the installation. We are continuing to attempt to contact ****** on customers behalfInitial Complaint
02/02/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company was the provider for the windows/window screens on our brand new house. 12 of the window screens were defective and they came out on 12/23 to fix. They permanently damaged 6 out of the 12 they wre there to fix, so they ordered 6 replacements. They finally called me to schedule the install on 1/28 and stated they would be there between noon-4pm. I asked them to call me 30min prior to arrival as I would be 15min away at work. The installer came @ 350 and called me while at my door. I told them I would be there within 15min and he left. I called their office and the lady told me that I should have been there (sitting and waiting after their multiple mistakes) for 4 hours and lose time at work. She promised they would be there to install on 1/31 and they never showed up. They owe these to me and wont make contact with me.Business response
02/14/2022
This customer treated our employees very poorly, despite the fact that we tried to help in whatever ways we could, trying to meet his demands. He not only cussed out our service tech, but called in and used profanity with another one of our employees.
This customer requested that we call before coming out, so our service tech called one hour prior to arrival and left a message. Even though there was no answer, our tech went to the job regardless and called again from the front door. The customer never returned the call.
These screens were defective from the manufacturer. When we went to replace the screens the first time, the tech noted that the customer asked us to install them extremely tight, causing the 6 to bow out (this is documented). We have no problem returning to correct these 6, although we're hesitant to do anything because of the way he treated our staff and tech. This was a very stressful and unpleasant situation. I will have my window manager call the customer and handle this issue personally.
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.