ComplaintsforGreat Lakes Home Renovations

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bathrooms were remodeled April 2023 and a new window was installed as it is a part of the shower. Shortly after install, in mid May the window lock on one side would not lock all the way. I called to have them contact the window company that installed it to fix it and have been getting run around. I have been told recently, I think it was in March 2024 that they had a part for the window and the original crew was going to come out and fix it. They say they will be out and then they never show up. This has happened 3 times now. ******* from Rebath will not tell me what the name of the window company. I have been trying to get this fixed for a year now. I have been calling them every week to get this resolved but nothing is happening. Maybe BBB can help me?

  

  Business response

  05/17/2024

  We did not know that the representative from the window manufacturer had retired and was no longer following up with this family.  The new representative has been out, the part needed has been identified and there is a plan in place to have it replaced.  We are very sorry for the delay and the inconvenience this created.

  Customer response

  05/17/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I am satisfied that things are moving in the right direction but will not say I am completely satisfied until I have a fully functional and working window. I will hopefully see the new part installed in a month.

  If I don't I will be filing another complaint. Either with Rebath or ProVia.

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had this company install new windows for us (roughly 2015). They offered a lifetime warranty on the windows. In roughly 2020, we noticed frost on the inside of the window frame on cold days. We contacted the company. After roughly a year of scheduling appts and no one showing up to inspect the problem, finally someone came and said we needed a new window. Since then it has been nearly constant (2 or 3 appts a month), cancelled for various reasons or no one showed up. It is still not done. I miss hours of work every time we schedule an appointment so I can be home for them. I have arranged for other people to be at our house when we were on vacation so this company could do the work and no one showed up. At this point, I want the job done and I want to recoup some of my lost income. We're talking 2-3 hours away from work per appt. And it's gotta be up to 15 or 20 missed appt.

  

  Business response

  12/11/2023

  We are working with the homeowner to resolve this 

  

  Business response

  01/03/2024

  We are working with the homeowner to resolve this 

• Initial Complaint

  09/13/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  during the summer of 2012 we bought Sunrise Windows from Great Lakes Windows (now called Great Lakes Renovations). The windows and the screens have a LIFE-TIME warranty. We have a window that doesn't open all the way and doesn't close all the way either. Cooler weather is coming so we need to get this window so it will close. We also have some screens that squirrels ate (the screens had life-time warranty as well including ones that were chewed). We called Great Lakes and they said they will no longer warranty the windows and screens because they are no longer in the window business. They told us that we need to find someone that would honor the warranty. They told us to call *************. We called them but they won't do the warranty work because they didn't install the windows. They also told us to call ********** Midwest Window and Siding but they never returned the phone calls. We spent alot of money on these windows so I feel that Great Lakes should honor the warranty which is the reason why we picked this company and these windows. Either they need to come and fix the windows or THEY need to find a company that will honor the warranty.

  

  Business response

  09/13/2023

  I've spoken with this customer.  She is acknowledging that this is a manufacturers warranty issue on a product that was sold over 12 years ago.  We (Great Lakes) have done everything we can to take care of this warranty but no longer have a relationship with this manufacturer.  We've gone as far as to send out the contact to companies that do work with this manufacturer to this homeowner so they can purchase the "************** she is wanting.  This is a manufacturers warranty issue, we have nothing to do with this warranty claim. 

• Initial Complaint

  08/25/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I put a down payment on a bathroom renovation in Dec 2021. The measure was done inaccurately, and they ran out of materials during the installation that started 21 weeks after the downpayment was made (it was committed at 7 to 10 weeks). They required full payment before they would order the remaining materials. As of August 24, they are not returning phone calls, and I do not have a scheduled bathroom completion. I have a significant hole in my bank account and do not have a functioning bathroom.

  

  Business response

  09/06/2022

  The installation specialist is scheduled to complete the final elements of this project 9/7/22.  We apologize for the delay and the inconvenience to the family.

• Initial Complaint

  01/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Had new windows installed in home at the end of July, 2021. Contacted company about a month later in regards to weather stripping issues, damage done during installation, screens not sealing against frames, and latch handles falling off. Their "service" person stopped out and looked things over and repeatedly stated he did not know what he was looking at in the pictures he was provided even though I was pointing them out directly to him on the windows. New sashes were ordered along with new mulling that was supposed to cover damage done during installation. Caulking was offered on the exterior when a replacement should have been ordered instead of using another band aid. Winter has come along with serious drafting through the windows causing my furnace to run up to 12 hours a day. The new windows draft more than the 20 year old windows I had replaced. I have been asked if it is humidity in the home although I have sent videos of a lighter/flame being blown out on windy days. Also, ice is forming on the frames of the windows and not just the glass in the sashes (I understand ice on the glass is normal). I get nothing but a runaround, told I will be contacted the next day/week, we are trying to contact the manufacturer, the owners will be contacting you. Nothing has been resolved and I am not even sure they have a service provider for these windows. I asked for full replacement windows as I wanted to make sure the rough openings did not have water damage and were properly insulated and sealed. Was told I would be getting a "hybrid insert" but was still charged for full replacement. I have reached out many times, providing pictures and videos, also wondering what they are going to do about my furnace when it ***** up from running so much yet still I wait for service. I understand they are not installing windows anymore due to long lead times for product, but told they will continue to provide service for windows that have been installed. When?

  

  Business response

  02/06/2022

  We are still working with the installer and the manufacturer on a resolution to this issue.  As we can deliver more information, we will.

  Customer response

  02/10/2022

   I am rejecting this response because:
  
  You are working with the installer?  You are the installer/installation company.  It has been over 6 months since I had brought up issues with these windows, and the only response I get is we are working on a plan.  **************** has been dreadful.  I spoke to the service manager on Monday 2-7-22 and she said she would call me back with information the next day.  Here it is Thursday 2-10-22, and what do you know still no call or information.  I was told replacement parts were supposed to be in on January 26th.  Are they in yet?  Were they even really ordered?  This is beyond ridiculous.

  

  Business response

  02/20/2022

  The replacement sashes have been received. The contractor who installed the windows has not responded with a date to install the new sashes. We are waiting to get a date from him

  Customer response

  02/28/2022

   I am rejecting this response because:
  
  I have waited over 2 weeks again since my last contact was received via email, in which I was told someone else was made aware of the situation and that they would be contacting me next but they were not sure when that would be.  Handed off again only to get no response.  You said you got the sashes in, but what about the mulling strips, replacement screens, replacement latch handles for the ones that fall off every time they are used?  What about pulling the interior trim and jamb stops to make sure there is proper insulation because of the drafting issues?  
  

  Customer response

  02/28/2022

   I am rejecting this response because:
  I have waited over 2 weeks again since my last contact was received via email, in which I was told someone else was made aware of the situation and that they would be contacting me next but they were not sure when that would be.  Handed off again only to get no response.  You said you got the sashes in, but what about the mulling strips, replacement screens, replacement latch handles for the ones that fall off every time they are used?  What about pulling the interior trim and jamb stops to make sure there is proper insulation because of the drafting issues?  
  
  

  Customer response

  03/11/2022

   I am rejecting this response because:
  
  No. There has been no contact from the company yet

  

  Business response

  03/28/2022

  The situation at hand is this, our company worked with a subcontractor to install the windows for this homeowner.  We are working with that installer to get the new sashes installed and correct the things that the homeowner has indicated are going wrong with his windows.  The homeowner knows we are working on getting a time from the installer to take care of this, but have not gotten a firm date other than in the next couple of weeks he should have some time to do this.

  
  We understand the frustration this situation is creating for the homeowner and we truly wish this was not what was happening.  We wish this could have been resolved in a more timely fashion, but are stuck with the limitations created by the manufacturer and the subcontracted installer.

  Customer response

  03/28/2022

   I am rejecting this response because:
  
  This response from the company is true.  I will not accept the response until the situation has been resolved though.  The company was made aware of these issues early last August.  I have been waiting for over seven months to have these issues fixed/corrected.  The last email contact I had had with them was going on six weeks, so I ended up going to the business in person and that was the response I got from them then.  Keep waiting. 

*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. ↩