ComplaintsforSofter Lite Window Co.

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In Nov 2022, we had our sliding glass doors replaced by Window Nation. The glass has a warranty through the manufacturer, SoftLite. May 14, my husband was mowing grass and pebble hit one of the sliders, shattering the glass. We reached out to SoftLite, who informed ** that we needed to work with the installer--Window Nation. After several emails and phone calls, Window Nation reached out to ** to discuss the damage. We were on our way out of town and were told to call back the following week to set up a visit. We did. But the phone numbers were incorrect. The first number (the one in caller ID) was a tech help desk with a full mailbox. Second number was a person on maternity leave who left no numbers in her voice mail for contacting someone at Window Nation for help. We finally called the general customer service number. We spoke with ***** who informed us that ***** was our contact and she would send an urgent email to ***** to contact ** about repairing the window. That was June 2. We have heard NOTHING from Window Nation regarding the damaged window. We have also sent several emails. Again Nothing. We have tried repeatedly to contact the installer but to no avail. In addition, we have shared our attempts to contact the installer with the manufacturer, SoftLite. The bottom line is the window is shattered and Soft Lite holds the warranty. They are passing the proverbial buck by not addressing our request to repair the window. The window is under warranty against small rock damage. We are willing to pay for labor and perhaps even the glass itself. But we need the company to come and fix the window. The shattered glass is a safety concern.Any help that BBB can offer us in getting the shattered window replaced will be much appreciated.

  Business response

  06/12/2023

  *****************- I am the wrong company for this complaint. My company name is similar Softer Lite Window Co. but not the company called out in this complaint. 
  Thank you,

  ***************** Softer Lite Window Co.

   

  Customer response

  06/13/2023

   
  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.
  
  Sincerely,
  
  ***************************

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