ComplaintsforThe Window Specialist

• Initial Complaint

  05/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I signed a contract on 11/14/23 with The Windows Specialist to install 11 windows at my home. Initial installation took place between January 11th - 15th. Unfortunately, there was a mistake on the order placed by The Windows Specialist with the window manufacturer, ********. Three of the windows had opaque glass instead of clear. They ordered replacement glass for the 3 windows and installation of the clear glass took place on 2/15/24. However, they were unable to fully complete the glass installation due to a problem with the replacement parts. The "window stops" would not fit properly on the exterior of the glass. The unfinished windows have remained for 3 months with masking tape over the exterior glass, with the seams exposed to the elements. Nearly 3 months later, 5/4/24, work remains unfinished and I find the response of the company towards resolving this issue unsatisfactory. I am no longer confident they are able to complete the project as they have not been able to successfully coordinate with the window manufacturer to resolve the glass installation issue. I am additionally concerned about issues with the windows qualifying for their warranty in the future, if needed due to being left unfinished by the installer for such a length of time as well as long term impacts of the window's performance. I have a final payment of $600 to be paid upon satisfactory completion of the project. I would like the project fully completed within 1 month (by 6/5/24) and the final payment waived to account for the time I have spent to coordinate and effort to move this project toward resolution. If the project is not completed within 1 month, I would like The Windows Specialist to resolve this issue by ordering and installing a new product at their expense. I would like the new product to consist of ******** single or double hung windows, instead of casement windows - due to the challenges I have experienced of the repair of the casement windows currently installed.

  

  Business response

  05/29/2024

  We contacted ******** directly and had a cordial conversation regarding any issues she may have had with us. During our discussion, we requested that she remove any defamatory statements she might have made and discovered that she was seeking attention.

  Her initial appointment was scheduled for April 15, 2024. Due to a high volume of calls, she received her estimate on April 30, 2024, at which time we addressed her questions. On May 13, 2024, she asked us to explore more cost-effective options for her project. She is not officially our customer as she has not yet signed a contract with us. We revised the quote accordingly and sent her the updated estimates on May 15, 2024.

   

   Thank you, and stay safe

   

  Wine Country Roofing Inc.

   

  Customer response

  05/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21666787.
  

  the response provided by the response provided by the Windows Specialist does not pertain to the business conducted between myself and the company and names another person entirely. 

  
  However, the company has been working with me over the past 3 weeks since submitting my complaint to resolve the issues specified. I spoke with ***** today and have confirmed with him that the job has now been completed in a satisfactory manner. 
  Sincerely,
  
  ************************;

   

  and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

*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. ↩