ComplaintsforVan Dusen Exteriors

• Initial Complaint

  12/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  VanDusen installed 4 windows in Fall 2019. Came with lifetime warranty. January 2023, windows leaking cold air in spaces between sashes and frames. Contacted VanDusen. Came out and needed to order parts to "support the windows to stop bowing due to the cottage style of windows". Waited until June for parts to arrive. Crew came out 6/6/2023 to install parts, but "the wrong parts came in" so they were going to "install shims to support the windows". At some point during the installation of the shims, the foreman informed me that the windows were "defective" and "needed to be replaced". At that time he phoned Eric and sent pictures, and I was told that all 4 windows would be replaced under warranty. I checked back in by phone on 8/18/23 and was told they would be replaced under warranty but that they were "still dealing with the window company warranty" by Theresa on the phone. After hearing nothing by 10/31/2023, I called and left a message on voicemail asking for an update. I got no response so tried again on 11/2/23 and 11/7/23 with no response. Finally reached Theresa on 11/9/23 and was told Shannon would be in early next morning at 9 (11/10/23) and she would call me back. Did not receive call, so my husband reached out to them at 10AM on 11/10/23. Theresa told him Shannon was "not in and not sure when she would be" and that Shannon would call back. Have never heard back. Sent certified letter asking for response within 1 week for amicable resolution; letter was signed for at the address on 11/22/23. One week expired on 11/30/2023 and have not heard anything as of today 12/01/2023. We simply want the windows replaced as per warranty or a refund of the total for the windows if this isn't going to be done.

  Business response

  12/18/2023

  The business relayed the following response to BBB: We have reached out to this customer directly to discuss this matter.  Like we explained to her, this is a warranty issue.  We did order the parts for her.  As soon as the parts arrive, we will notify her.  Again, this is a warranty issue.  If you have any other questions please let us know.  Thank you. 

• Initial Complaint

  05/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Van Dusen Exteriors has been made aware of multiple substandard work issues since July 2022. The owner admitted in writing in November 2022 that many jobs during the past year were mishandled under a supervisor employee who then had to be let go (see attachment). The company promised to make things right as they worked through a list of customers who received substandard work. However, multiple follow-up emails to the company since November have gone unacknowledged and it now appears from their Website and ******** page that the company is concentrating on new business, even expanding from Parish with a Baldwinsville office, and apparently abandoning this harmed customer, and perhaps others. There are roofing and deck and soffit areas which were not properly installed by Van Dusen Exteriors and need to be redone. Because, among other issues, it appears that water damage to the house has been / is being caused by improper installation of part of their roofing along with loose and missing flashing trim, allowing water to roll under shingles, this customer cannot allow this situation to continue.

*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. ↩