Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/19/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been receiving harassing sales calls from this company claiming that I have called them for service. The person they are looking for is not me. I have explained this multiple times and they continue to call me.

  

  Business Response

  Date: 12/03/2024

  We have placed this person on our do not call list. They will not be contacted any more. 

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Recently had roof work done (September 16th, 2024) and the agreement was signed on the 6th of September, 2024. They left debris and rotten wood around my house and in my attic. I have reached out several times to the company and I was told that they would come and take care of the issue but no one ever showed up. I even spoke with a manager I assume ******* *********) and she also told me that she would get someone to come over and clean the mess but no one ever came. She said she would call me Monday before 3pm but I haven’t heard from her since then. I don’t need any money back, I just need them to come back and finish the job.

  

  Business Response

  Date: 12/03/2024

  We sent a crew out to **** ******** residence to address the compliant on 11/23/24. Customer had some shingle debris that fell through into her attic from the tear off of her old roof to install her new roof. It clearly states in our contract that we are not responsible for any shingle debris that may fall through small cracks into the attic. We sent a crew out to remove the debris. There was also some rotten fascia in a couple of small places that was not included in the contract, however we are replacing the rotten fascia spots to satisfy the customer. Clean up has been done and we are sending another crew out to take care of the couple spots of bad fascia next time we are in the area. She was fine with that and agreed to us coming out at a later date to make the fascia repairs. Fascia repair is not included in or roofing contract unless otherwise noted and charged accordingly for the repairs Customer is now happy and satisfied with the work and clean up.    

  Customer Answer

  Date: 12/03/2024

   
  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.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:09/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have problems with these windows from day one I have been patient with this company Frist the kitchen window won't stay up I waited 3 weeks. For that repair then my two windows in living room let it up Slide back down and would not lock waited a month or two came out to fix they was the wrong size so I had another two months of waiting four months later bath room window won't lock I have not had a chance to enjoy any of windows it has not been a full year . Fost advertising say energy efficient My utility been higher. Since installing them I have tried to compromise on pricing Because it's not a good product. Not true full about some things forgot got to Mention they had to replace the screens that was another 3 or 4 weeks a waited.they are taken advantage of Senior Citizens. And hard-working Citizen. The Craftsmanship Is terrible The installation is worser. This company has been to my house 5 or 6 times within a year WINTEK CAN NOT TRUSTED.

  

  Business Response

  Date: 09/18/2024

  To Whom It May Concern,

  
  We at WinTek USA have remained in constant communication with *** *** throughout the entire process of his window purchase and installation. Our commitment to our customers extends beyond the sale, as demonstrated by our lifetime warranty on all parts, labor, and services related to his windows. Below is a detailed timeline outlining our interactions and actions to address *** ***'s concerns.

  
  Timeline of Events to Date:
  11/1/2023 – *** *** purchased windows from WinTek USA. These windows come with a lifetime warranty covering parts, labor, and service.
  11/6/2023 – A Welcome Call was completed. *** *** expressed concerns about his ability to move forward due to a letter from his attorney. After discussing the situation, it was explained that the 3-day right to cancel had passed. Our representative worked with *** *** to ensure the project continued.
  11/6/2023 – Our representative successfully saved the project from cancellation after speaking with *** ***.
  1/29/2024 – Windows arrived.
  2/5/2024 – Installers picked up 10 windows for *** ***'s installation.
  2/19/2024 – *** *** reported that one window wasn’t locking and requested an inspection of all windows. We scheduled a service visit with our technician, ***** ****
  2/21/2024 – The service tech confirmed that the screens were the incorrect size and uploaded photos for further review. *** *** requested a new kitchen window instead of repairing the existing one, and we placed the order per his request.
  3/5/2024 – After speaking with *** *** regarding his dissatisfaction with the window operation, a new kitchen window and all new screens were ordered.
  3/6/2024 – *** *** expressed dissatisfaction with the ongoing issues, stating he was not happy with the payment situation due to the window problems. We assured him that his monthly payment of $152.00 would be covered until the issues were resolved, as part of our commitment to his satisfaction.
  4/3/2024 – We continued working closely with *** *** to address his concerns. *** *** stated he wanted additional financial compensation due to the ongoing service work. We agreed to cover his payments until the project was fully completed and offered an additional $50 per service visit to compensate for his time off work.
  5/28/2024 – *** ***’s June payment of $152.00 was scheduled, and we escalated the service to ensure his window was received and installed promptly.
  6/18/2024 – All known issues were resolved as of this date. We discontinued the monthly payments as the windows were working to *** ***'s satisfaction.
  9/17/2024 – *** *** contacted us regarding a new issue with his bathroom window not locking. Although he expressed frustration, we immediately scheduled a service appointment for September 26th, 2024, and ensured his concerns were addressed promptly.

  
  Throughout this process, WinTek USA has taken additional steps to ensure *** ***’s satisfaction, including covering his monthly payments and compensating him for his time. This totals $708.00. We have remained transparent and communicative and have resolved all previous issues at no additional cost to him. We are committed to resolving this recent issue with the bathroom window and will ensure that *** *** receives the quality service he deserves.

  
  Conclusion: Wintek USA has gone above and beyond to address and resolve *** ***’s concerns. We have honored our lifetime warranty and provided financial accommodations to ease any inconvenience he experienced. Our team remains available and dedicated to resolving the final issue to his satisfaction.
  Thank you for your time and consideration.
  Sincerely,
  *********** ** ******
  Chief Operating Officer
  Wintek USA

  Customer Answer

  Date: 09/19/2024

  
  Complaint: ********
  
  I am rejecting this response because: the product unfit poorly made the  company is scam they are not worth the money and I should be made whole  that $750.00 dollars was for discounts and payments made no fault of something I did they trying not to take  responsibility so since I am having so many problems with this products this company has been my homelike they live there 
  It's only fair that we at least split the cost

  now that's that will be  satisfactory 
  Sincerely,
  
  **** ***

  

  Business Response

  Date: 09/23/2024

  Dear **** ***,

  
  Thank you for bringing your concerns to our attention. At Wintek USA, we deeply value all of our customers, and we are committed to standing behind our products, guarantees, and services. It’s always our goal to ensure that every homeowner feels confident and satisfied with their purchase.
  We understand that you received a $750 discount at the time of purchase, and since then, we’ve provided an additional $708 to address specific concerns. Your investment in 10 premium vinyl windows, backed by a full-service lifetime warranty, is something we take very seriously. This comprehensive warranty covers the entire window, including glass, parts, and labor, ensuring your peace of mind for life. To date, we estimate we’ve invested about $2,000 in warranty services, not including the upcoming service charge. 
  We are aware of the current issue with the bathroom window lock, which is scheduled for repair on 9/26/24. If there are any other concerns beyond this, we genuinely want to know so we can address them promptly and effectively. On 5/29/24, we understood you had issues with the windows, but the specifics were unclear as you did not want to communicate those. During our conversation on 9/17/24, you did mentioned the bathroom window, and we also noted your concern about pricing and not wanting a call back unless you were given your money back.
  While we cannot retroactively adjust pricing in such a manner, please be assured that our top priority is to follow through on our commitment to address any issues in line with our policies and procedures. We are dedicated to resolving all matters at no additional cost to you, as long as they are within the scope of the warranty.
  We kindly ask for your cooperation in providing a detailed list of any issues you are experiencing. Open and clear communication will help us ensure that all your concerns are addressed thoroughly. Our technician will be ready to assist you on 9/26, and we remain fully prepared to resolve any additional concerns in a timely and professional manner. We would like to perform another full site inspection and if needed we will replace any windows that do not pass our quality standards. We will have customer service reach out to you so you can plan time to have this inspection done. 
  
  
  

• Initial Complaint

  Date:09/12/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Wintek was hired to install Windows on our house, when they arrived they were short 1 window, the tec. Measured the old one to order it, he said when it comes in he would be back to finish the job, they were paid in full for the job. We have contacted wintek and they say the window is in but not sure when they'll be out to finish the job. Now when you call you have to leave a message and then they won't call you back.

  

  Business Response

  Date: 09/12/2024

  Dear Better Business Bureau,
  We are writing in response to the recent customer complaint submitted by *** ***** ******** regarding her experience with our company concerning a window purchase and installation. We value the trust our customers place in us and take every opportunity to address their concerns thoroughly. Below is a detailed timeline and explanation of the situation, as well as the steps we have taken to resolve any outstanding issues.
  
  Timeline of Events:
  May 30, 2024:
  *** ******** purchased windows from our company. At the time of purchase, she was informed that the custom windows would take approximately 6-8 weeks to build, ship, and install. She acknowledged and agreed to this timeline.
  June 1, 2024:
  A welcome call was made to *** ******** to confirm her purchase and provide an overview of the next steps.
  June 3-5, 2024:
  The remeasure (RM) was conducted, and the windows were officially ordered through our supplier on June 4, 2024.
  June 27, 2024:
  *** ******** contacted us to discuss her installation, noting that she would be on vacation from July 14th to July 19th, and we assured her that we would work around her schedule.
  July 9, 2024:
  The first set of 10 windows arrived at our warehouse.
  July 12, 2024:
  Our installation team completed the installation of the windows that were ordered. However, during the installation, both the customer and the sales representative realized that one window had been missed from the initial contract. To maintain our commitment to customer satisfaction, we immediately corrected the error by covering the cost of the additional window at no charge to *** ********.
  July 15, 2024:
  *** ******** reported that a personal item (a cat tree) had been damaged during the installation. She was advised to provide photographs of the damage, but to date, we have not received the requested documentation.
  July 18, 2024:
  The additional window was ordered with an estimated delivery date in the following weeks.
  August 9, 2024:
  The final window arrived, and we informed *** ******** of its availability.
  September 5, 2024:
  *** ******** expressed frustration that the final window and a screen had not yet been installed. We explained that our installation and service technicians work on a rotating schedule, covering different areas every 6-8 weeks, and we are making every effort to coordinate the installation before her upcoming vacation from September 21st to September 29th, 2024.
  September 11, 2024:
  We confirmed that *** ******** has a screen at her home that needs to be installed as well. We are actively working to schedule this service at the earliest possible opportunity, aiming to complete it before she leaves for vacation.
  
  Addressing the Complaint:

  *** ******** has raised several concerns regarding the timeline of the installation and the handling of her financing:

  Timeline for Window Installation:

  *** ********’s windows were custom-ordered and installed within the 6-8 week timeframe initially provided, with the exception of one window that was not included in the original contract. We rectified this issue immediately at no cost to *** ********, and we have kept her informed of the progress throughout the process. We acknowledge the inconvenience caused by the delay in installing the final window and the screen and have made it a priority to complete this installation before her scheduled vacation.

  Financing Concerns:

  *** ******** expressed dissatisfaction regarding her financing arrangement. Initially, she believed she qualified for a 12-month, no-interest/no-payment plan. However, upon further review, it was determined that she had been offered a different plan by our finance partner. We clarified the situation with *** ******** and offered to switch her to the desired financing plan, but she chose not to proceed with this option. We have documented this interaction and continue to support her through the current financing process.

  Communication:
  We have maintained consistent communication with *** ********, responding promptly to her inquiries and concerns, as evidenced by the notes from our team. While we understand her frustration, we believe that we have acted in good faith to resolve her concerns and complete the project to her satisfaction.
  
  Conclusion and Next Steps:

  We are committed to providing *** ******** with the highest level of service. As of today, the final window and the screen are the last remaining items to be installed, and we are working diligently to schedule this installation as soon as possible. We will ensure that these tasks are completed before her upcoming vacation, and we are available to address any further concerns she may have.
  Our customer service team remains at her disposal, and we encourage her to reach out to us at **************, option 3, during our business hours, Monday through Friday from 8:00 AM to 5:00 PM. We also ensure that all voicemail messages are monitored and addressed promptly.
  Thank you for the opportunity to respond to this complaint, and please feel free to contact us if further information is required.
  Sincerely,

  
  
  Wintek USA
  **************
  

• Initial Complaint

  Date:05/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 11, 2023 Wintekusa USA sent a representative, ******** to do a presentation of their windows. We were promised $50.00 for allowing him to demonstrate. To date, we have never received the $50.00. Our major complaint is we do not feel they finished the project. We purchased 13 windows on Jan 11 at a total cost of $15,708.00. A sum of $1,208 was paid up front by us with the remainder being financed. During installation some of the upper window locks would pop out. One set of locks were put in the pocket of the installer. When we questioned him about it, he laid them on the window sill to fix when they returned the next day. Upon checking the windows, we found that set gone (obviously returned to the pocket). Some of the window locks on the upper windows are still flying out when we lower them. They were not properly installed. In our opinion, they did not finish the project we are currently paying for. The owners ask for a 5 star rating and we emailed them about the issue, no response. After multiple phone calls to their representative, **** *******, we have been promised multiple times it would be resolved. As of the writing of this complaint, no one from their company has attempted to resolve the problem. They got their money so they are not worried. Customer service is very lacking. Thank you

  

  Business Response

  Date: 05/17/2023

  We have been in contact with Mr. ********** and we have his service scheduled for May 20th.  This should resolve the issue.

  Thank you,

   

  ***** ******

  Customer Answer

  Date: 05/17/2023

  
  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.
  
  Sincerely,
  
  ***** *** ****** **********