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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 4/26/23 Herb J**** came to my mothers home **** ***** & measured a window for replacement glass. At the time of measurements being took Herb J**** informed me there was a broken piece in the window. He went to his vehicle and returned saying he didn’t have the piece but it wouldn’t be a problem and would order it and get it installed when the new glass was installed. However He failed to put this on the paperwork . Upon the new glass being installed the gentleman doing the installation informed my mother **** ***** of the broken piece which helps hold the window up and in place. He also went to his vehicle to look for the piece and returned saying he didn’t have it but would order it ASAP and someone would contact her to install it when it came in. She was informed there wouldn’t be a charge to come back and do this and it was important that this be repaired or the window could fall. She received a phone call and a date of installation but no one showed for the installation. She has made numerous calls and has been told the part hasn’t arrived yet. On 7/10 or 7/11/23 I ****** Pickens called and was informed part wasn’t in yet but a message would be given to my representative to call me about it. I didn’t receive a call so I called again and was informed part was on order and should be in-in a day or two and they would check and see what the hold up was. On July 21 2023 I received a call from I assume Herb J**** as he said he was the president of the company giving me a name and number of a company to call to get this resolved at my expense. At this time he said they don’t do this type of repair to windows. This made no sense; since he also said he was the one that came out and did the measurements and told me it wouldn’t be an issue to do the repair. Why were we informed repair would be done numerous times and part was on order if they don’t do this type of repair. My elderly mother has been verbally deceived by this company on numerous occasions.
Business response
08/17/2023
As stated by ******, when I was out there I saw a part was damaged and looked in my vehicle to see if I had the part. I did not and told her I would try to locate and order the part if/when it was found. I had reached out to various suppliers to see if anyone had this part and they said they would search. I heard nothing back from then until after my installation crew had installed the glass, which was the only repair stated on the contract that was signed. When I received the information that this part was not available to me, I informed them that we could not do this work and gave them the name of someone else that might be able to. My office staff has informed me that they had told her that the part was still being looked for.
Business response
08/17/2023
As stated by ******, when I was out there I saw a part was damaged and looked in my vehicle to see if I had the part. I did not and told her I would try to locate and order the part if/when it was found. I had reached out to various suppliers to see if anyone had this part and they said they would search. I heard nothing back from then until after my installation crew had installed the glass, which was the only repair stated on the contract that was signed. When I received the information that this part was not available to me, I informed them that we could not do this work and gave them the name of someone else that might be able to. My office staff has informed me that they had told her that the part was still being looked for.
Customer response
08/18/2023
I am rejecting this response because: The company verbally informed me that they would fix the broken part in my mothers window and to date still haven’t done so! This is a window replacement/repair company I was informed when getting quote on window repair that this wouldn’t be an issue to repair broken part in window along with new pane of glass. I feel this company misrepresented what they could do and indeed misled my elderly mother and need to follow through with the repair that they said numerous times they could do and had also said they could order and get the part now there saying they can’t! Unbelievable!
Thank You
Regards,
****** *******Customer response
08/18/2023
I am rejecting this response because: The company verbally informed me that they would fix the broken part in my mothers window and to date still haven’t done so! This is a window replacement/repair company I was informed when getting quote on window repair that this wouldn’t be an issue to repair broken part in window along with new pane of glass. I feel this company misrepresented what they could do and indeed misled my elderly mother and need to follow through with the repair that they said numerous times they could do and had also said they could order and get the part now there saying they can’t! Unbelievable!
Thank You
Regards,
****** *******
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.