ComplaintsforHayfield Window & Door Company, LLC

• Initial Complaint

  10/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Trying to get order and shipment date from ***** and **** that ************ has repeatedly blamed on manufacturers Hayfield/******* non delivery. April 2022 **** confirmed order and delivery date of first 8 windows. Called 10/6 spoke to **** and she stated research with ***** would have to be done since she is in sales. Today, 10/07 they both are refusing to give order or shipping dates and will not divulge the information. Stated I needed to reach out to *** from N2 Exterior. Horrible customer service for the homeowner and misleading on research.

  Business response

  10/11/2022

  
  
  
  On 10/5/2022 I(****) retrieved a Phone Call from *************************, asking about an order he had placed through ************ a customer of *********************************************. ******* explained he had reached out to ************ multiple times with no response about his order. I took ******** contact information and expressed that ****** ************ Inside sales contact at Hayfield window would reach out to the dealer and ask that ************ to respond to ************* with the information he needed. I was unable to give ******* the information he needed due to ************ being Hayfield customer. I then relayed those details to ****** as she is the inside sales contact to ************.
  
  On 10/6/2022 My (******) coworker **** took a call from ************** who said he was the homeowner and wanted to know about an order that was placed with us by ************.  **** let me know that she had talked with ******* and that he needs to be contacted by ************ to give him an update on his order with them.  It is our practice to communicate with our customers the details of an order, our customer on this is ************.
  
  On 10/6 I reached out to *** at ************ to let him know his customer is calling us in regard to the order N2 has with us and asked him to reach out.
  
  Today 10/7 I answered an incoming call, and it was *************************, stating that I was supposed to be researching the order ************ placed with us at Hayfield.  I let ******* know our policy of only communicating with the company that placed an order with us and he was not happy.  Stating that ***************** at N2 never calls him back or provides information.  No response form N2.  I offered to again call ***************** at ************ and ask him to call ***************  ******* said not to bother because he wont hear from him anyways. 
  
  
  And according to our records, N2 had not ordered the windows ************** inquiring about until 9/10/2022.We are expediting the order. 
  Thank you,
  *******************
  Service Manager
  Hayfield Window and Door Co.

• Initial Complaint

  09/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hayfield Windows was scheduled to come to my home on 7/6/2022 between the hours of 1:30-2:00PM to replace my window sashes in a new construction home completed in February of 2022. Two Hayfield employees showed up on 7/6/2022 with 2 window screens in-hand, however these screens had already been installed by my builder. The two Hayfield employees were not prepared to install sashes on that date. When requested, I was provided with a phone number and the name of ***** at Hayfield Windows to contact to reschedule the window sash installation appointment. I contacted ***** of Hayfield Windows at telephone number ************** on four separate occasions, leaving a voicemail with my name, address and return telephone number. The first call I placed and left a voicemail with ***** of Hayfield was left on 7/6/2022 at 1:55PM. The second call I placed and left on voicemail with ***** of Hayfield was left on 8/2/2022 at 9:03AM. The third call I placed and left a voicemail with ***** of Hayfield was left on August 17, 2022 at 12:41PM. The fourth call I placed and left a voicemail with ***** of Hayfield was left on 9/1/2022 at 3:43PM. ***** from Hayfield Windows never returned any of my telephone calls, nor did ***** schedule the replacement of my window sashes to date. The name of ***** was clearly identified on the voicemail.

  Business response

  09/06/2022

  I will follow up with scheduling as to why this has not been addressed and scheduled. Scheduling will be in touch today (9/6) to schedule with the homeowner and resolve their issue. 

  Customer response

  09/07/2022

   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 under the following conditions.  

  A Hayfield Windows representative contacted my home via telephone at 2:31PM on 9/6/2022.  Hayfield agreed to install sashes for my windows on 9/29/22 at approximately 11:00AM. Hayfields response is satisfactory, if and only if, Hayfield follows through on their commitment to install sashes for my windows within the time prescribed.    

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hayfield windows were installed in my new townhouse in March 2021. There have been problems since they were installed. One window is warped and does not seal. Several windows have the stripping on the exterior holding the glass falling off and loose. The window supplier was contacted in October 2021 and they have been trying the problems resolved. A Hayfield rep was finally here in April 2022 and acknowledged the problems and said they would order parts and he would be back to make repairs. We have not heard from him since and the window supplier says they have not been able to get a response from the rep.

  Business response

  08/26/2022

  Hello,

  I will reach out and help them resolve their issue. We have no record of being made aware of their issues, we will start a work order . I am not sure who would have stopped by their home to look at the windows. I will contact them and resolve the issue. 

  Customer response

  08/29/2022

   I am rejecting this response because:
  
  They did contact me and I explained what the background of the issue was.  The **** ******************** acknowledged that their sales rep who had previously inspected my windows had not followed up as he had promised in April. They are now saying a warranty rep will be coming on Sept 30th to inspect the problems.  I do not want to accept their response until this problem is resolved.
  The company that supplied my windows had tried to ge this resolved with Hayfield and they have several other customers who are waiting for repairs too.  I am not the only one who is experiencing issues with Hayfield.  

• Initial Complaint

  12/15/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order (order #****) for 22 windows from Hayfield Window and ******** (manufacturer) on 7/26/21 through Spring Lake Park Lumber (distributer). My order had an expected delivery date of 11/11/21, per the invoice. I began requesting an update on the status of the order through my distributor near the end of October. They contacted their Hayfield rep but couldn't get any information. I waited a couple of weeks, but when the expected delivery date came and passed and they still couldn't get me any info, I began calling Hayfield directly. It took several days to get a hold of anyone in person. When I did, I spoke to someone named ******, who was nice but claimed to not be able to see what the hold up was with my order. She promised to look into it and get back to me. Well I waited about a week and she did not get back to me. I called again, left messages, heard crickets. Try again, same deal. Eventually I ended up speaking with ****** at least twice and another person who's name I cannot recall at also twice, left unreturned voicemails at least five times, and still to this day cannot get any information on my order. I did learn from the guy I spoke with that they aren't suffering material shortages, so that's not the issue. I eventually pressed him on why he couldn't get me any answers, since he works on site at the manufacturing facility... obviously he should have access to someone who would know what the issue is, and acknowledged that this was true and promised to go speak to someone and and get back to me, but never did. Then out of blue, about a week ago, my order shows up with out the shipping notice or update that i was promised, but missing 2 of the 22 windows... So I call them and start the cycle over again. First I get ****** again, who sends me to someone's voicemail. I leave a message. Crickets. I call back. Sent to voicemail again. Hang up, call back again, insist on speaking to someone. Get the other guy again. He's evasive again.

  Business response

  12/17/2021

  I spoke with ****** today 12/17/21 at 4:30. Talked over what the issues were and that his remaining 2 windows will be delivered by 12/22/21, I believe this issue is taken care of.

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