ComplaintsforLake Geneva Window & Door

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  ****** Essential windows purchased 1/17/2023 from Lake Geneva Window & Door. Reported issue to ********************************* with Lake Geneva Window & Door that every window is leaking 11/24/2023 after weather got cold. Took until 11/29/2023 to open ticket with ******. Work Order number WO-******** with ******. ********************* was customer care agent with ******. The only communication from ***** was the first email for the case number ******** until I replied to the email thread for the work order 1/19/2024 that I would be filing a complaint with the Better Business Bureau and Fox 6 News next week. ***** called me and told me they need to check with manufacturing for what they recommend to fix the issue. I told both companies 2 months for ****** to think about what to do is very poor customer service. ****** sent out tech ************************* 12/8/2023 2:15pm and 1/18/2024 9am. ****** showed up about 30 minutes late each time and performed the same work each time. ****** confirmed the windows were installed properly, but there are large gaps around every window and daylight can be seen between the sashes and the weatherstripping. There is also loose weatherstripping in every corner of every window allowing cold air to blow in. The second time ****** was here he said that a ballast is now broken after he tried to open the window on the small window in my kitchen that faces northwest. That window needs to be repaired. Both ****** and Lake Geneva Window & Door are aware I'm filing a complaint with the Better Business Bureau and Fox 6 News. There is no sense of urgency from either company. Both companies keep telling me it takes time. I'm running my heat ****+ hours a day to maintain temperature. I had to repeatedly tell ******** and ****** customer service this was very poor customer service, that they are taking too long to address the issue.I want every window replaced due to very poor manufacturing, large gaps around the windows and constantly leaking air.

  Business response

  01/30/2024

  11/24/23 - I received email from ***** stating that he was feeling air/light gaps on double hung windows. 

  11/29/23 - We sent the ****** team out to inspect the windows, possibly see if there was a "quick" fix to his problem. My team stated that we would need ****** service to go out and replace weatherstrip with thicker weatherstrip

  11/29/23 - I submitted ****** service request (time from submittal to service tech can average 2-4 weeks depending on season)

  12/5/23 - ****** Service Tech reached out to homeowner with initial thoughts. 

  12/8/23 - Service Tech made first visit - decided to order thicker weatherstrip

  1/18/24 - Once new weatherstrip came in ****** went to house, replaced ************

  1/19/24 - I received email from owner that he needs a proposed solution by the 24th or he was going to contact BBB and Fox 6 news.....in the meantime ****** and ****** were working behind the scenes to figure out why this may have happened and what would be the best fix. ****** was checking to see if their tech specs and machines could've possibly been off the day his windows were manufactured....ie, did they make sashes too small? All of this unfortunately takes time. ***** filed complaint on the 22nd. Regardless of his complaint, ****** and ****** were still working on what is the best fix. 

  1/23/24 - ****** and ****** decided to order 1 set of new sashes wider to see if this fixes the gap. We also ordered new weatherstrip, checkrail strip and the broken balance on kitchen window. We want to order 1 set first to make sure this works before we order them all and that doesn't fix the problem. The new sashes and parts should be into ****************** within 3 weeks. 

  Instead of having ****** Service replace the sashes and weatherstrip, ****** is going to do this work because we will be able to get out there faster than the service techs. 

   

   

  Customer response

  02/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  While I agree with the timeline of events I've had to continually push to get things moving and get any response from ****** and *************  I was never contacted about any progress before I reached out for an update.  I was never told how long it would take for new sashes after I told both ****** and ****** that is the only acceptable solution.  Only reading their response to the BBB was I made aware of any timeline.  I was continually told "it takes time".  What takes time?  It's been 2 months.  I've been running my heat for 12+ hours a day in -30 windchill to maintain temperature.  I was only told there were talks with ****** manufacturing the day I emailed stating I need a proposed solution and that came from a ****** phone call about 30 minutes after I told them I was going to file a complaint with the Better Business Bureau.  That was the first time I got any real information.  How do you install windows and not notice large gaps between the windows and the window frame?  These gaps were measured by ****** as being 1/4 inch wide in some instances.  It's glaringly obvious from a distance just looking at the windows.  I've had to put rope caulk on the windows to fill the gaps.  After ****** installed the windows and came back out to install new window locks as the ones manufactured were broken they didn't notice that the check rail strip was now out of place.  I had to point that out and have them come back out to fix it.  I know multiple people that had window issues from competitors of ****** and ****** and had their issues resolved in 3 weeks during the time I made ****** and ****** aware of the defective windows.  Apparently ******** must not be as busy as ****** if they can determine and fix windows for customers in 3 weeks vs 2 months plus it has now been.  There needs to be better communication and faster results as their competitors are able to achieve faster results.

  Regards,
  
  *******************

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