ComplaintsforQuality Windows Glass & Shower Doors

• Initial Complaint

  02/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company is now attempting to collect payment from my daughter for a job I initiated on a home I own that my daughter is currently renting from me. In February 2022, Quality Windows were contracted to replace 4 sets of original wood patio doors. When the doors arrived for installation, they were the wrong style, but by the time the foreman discovered the mistake, the installers had already ripped out the original, existing doors and had destroyed them so that they could not be re-installed. Now, 2 years later, we still have the wrong doors, and Quality is demanding that we pay them full price for doors we hate and didn't order. They are demanding another $22,000.00. I am an 88 year old lady in poor health. It seems to me that this company knew very well that they had ordered the wrong doors, but have been harassing my daughter and I ever since, attempting to get us to pay them in full for doors we don't like, or the ones we have that we don't like and didn't order. We are willing to pay them whatever price they paid Milgard, minus our deposit, and minus the cost of a broken chair and $4000.00 worth of damaged hardwood floors (during installation).

  

  Business response

  03/13/2024

  Hello, 

  Our manager was in contact with the homeowner's daughter and the homeowner's daughter had agreed in multiple occasions that they were okay with the clear glass. The homeowner's daughter told us that she was handling her mothers affairs because she was ill. So we were told to only talk to the homeowner's daughter. We ordered the clear glass per conversations we had with the homeowner's daughter. Now, the homeowner's daughter does not want the clear glass and we are happily available to get the agreed upon glass installed. Although the clear glass was not what was originally agreed upon, later on, the homeowner agreed to it which is what the texts state. Up to date, the homeowner/homeowner's daughter have only paid $5050 deposit. This is all that has been paid. We are happily willing to discount the balance of $23,185.96. We can discount it $6033.25 if the homeowner/homeowner's daughter want to keep what we have installed. We have spent 5 days with 6 guys on the job. We have put in Milgard product and it is good quality product. Just the grids in between the glass are the ones in dispute. Which afterwards, we agreed on clear and have not been able to install the new glass that we ordered due to the customer (homeowner or homeowner's daughter) (being out of the country or traveling. 

   

  Please know, we have tried to go above and beyond to help this customer. We have even replied to her texts at 2 am in the morning. 

• Initial Complaint

  10/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We placed an order for windows as well as a glass panel for our shower due to their competitive pricing, in April of 2021. The trouble started when they changed my installation date about 4 different times. Each time required me to shuffle around child care and work meeting to accomodate the disturbance. After putting my foot down with the scheduler, they finally came to install, but multiple windows were damaged, screens were torn, and frames were bent. They also weren't able to install all the windows in the same day despite taking all of them out, so we had multiple windows without glass or screens overnight. They had to reorder a few pieces which meant even more of a delay and the workers coming back to my home multiple times. 2+ years later and I am still finding shards of glass around my home. Note that this work was financed and is being paid separately. With my shower glass, I had a few companies come to quote me but was assured by the sales guy, Olaf, from Quality Windows that they could order a custom sized out of square piece to fit our slightly sloped ceiling so that it would be flush from floor to ceiling. Come installation day, the workers spent quite a while in my bathroom trying to fit the glass, only to find out that it was about an inch too tall and there was no way it was actually going to fit. In the process of trying to fit the glass in, they gouged our walls and ceiling in multiple places, requiring patching and repainting to be done. After speaking with someone in customer service, their options were to try and shave the glass down, and if that didn't work, they would order a new piece of glass for us. Several days passed without any updates as promised, so I started calling every few days asking for updates since they were not proactively communicating, and was also in contact with Olaf, who assured me that the owner was having conversations with everyone to resolve all the issues with the windows and shower glass. I finally received news that the glass had shattered while they were trying to sand it down, so a new piece was ultimately ordered. After waiting weeks for the new glass to arrive, they finally came to install the new piece of glass, and this time it was the right height, but it wasn't out of square like they were meant to order, so it didn't fit the slope of the ceiling. I declined to sign off on the job since it wasn't what I ordered or what I was promised. The only "fix" they offered was to cover the gap between the glass and ceiling with some white silicone. After that was completed, I told them I still wasn't satisfied and wouldn't sign off on the job. I sent a few emails about trying to resolve the matter, but never received a response. The installation process started in May, and the second panel wasn't installed until June, 2 weeks before my baby was due. I had multiple promises of the company working to fix the problem but they became non-responsive so I gave up. In February of 2023, almost 2 years later of no correspondence with anyone from the company, I was contacted via phone, email, and postal mail, by Allison who was new to the accounting department with no clear history of the job, asking for payment and offering a small discount for the "inconvenience". She even called me once during dinnertime with my family to try and get payment but was so snarky and rude about me not calling her back previously. I forwarded her an email chain (also attached here for reference) so that she had a better understanding of all the issues of the work. She told me the reason I hadn't received a response previously was because the person I was corresponding with had left the company, which is not my problem nor my fault. I proposed a resolution of either a further discount, or the option of them coming to reinstall the work properly, if they felt they could do the job without damaging my walls or ceiling again. This email went with no response again for months, until I was contacted by someone in their collections department on Saturday, September 30th. While speaking with Lisa from collections on Wednesday October 4th, she clearly had no understanding of the history of the job and said that because they had been chasing me for payment for 3 years, she would have to turn it over to collections which would cost me more money. We argued for nearly an hour, she was rude and kept interrupting and cutting me off, and kept saying I've had a "free shower" for almost 3 years and that she was doing me a favor by not charging me interest. She was not willing to give further discount or explore the option of another install. She blamed me for the fact that the company had to spend so much money on ordering the second piece of glass after the first one didn't fit, and cited all the time and money for gas and driving to the job site for the crew. Because she threatened to send me to collections, I had no option but to pay the balance of the invoice. She promised to email me a receipt, which I still have not received.

  

  Business response

  10/16/2023

  We appreciate the customers time to resolve this matter. In looking into this with our manager, the customer already negotiated a good faith discount of approximately $566 off the original chowder glass cost of $1,911.59 when finalizing her payment. There are tolerances in glass manufacturing which were taken in account. It is confusing, because the amount that the customer paid was agreed upon by her. She clearly did not pay full price and we did already come to a conclusion. We would be happy to take a look at glass replacement as an option.
  Thank you, E**** *******

  Customer response

  10/17/2023

  
  
  Complaint: 20715068
  
  I am rejecting this response because I was never given the opportunity to "negotiate" a discount.  I was offered the discount by finance and told I had to take it and pay my bill, otherwise I would be sent to collections. I filed this complaint with BBB because I am not happy with the discount or the integrity of this business, and don't feel I should be charged for the shower glass because it was not the right product and the finished product was not what I agreed to when signing the original quote and placing the order.
  
  Regards,
  
  E*** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  10/26/2023

  We do appreciate you and we hope you are enjoying your shower door. We cannot give your agreed final payment back. It was reviewed that the amount paid was agreed up and you gave complete authorization for the payment. A discount was given, along with late fees waived. These amounts were discussed and approved by you for payment. And the shower door installed is what is described on the work order. Again, we do appreciate you and your understanding. 

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Feb 25th I contacted Quality Windows because the window they installed was leaking terribly. I was contacted 2 days later by J*** ******. Told him what happened and I was asked to take pictures and SEND VIDEO. Well it happened in the middle of a rain storm. Its not raining right now so what good would a video do? The pictures I took were from the inside. I sent them to him and never heard back. On 03/07 I decided to follow up and Mr Barron had nothing to say except he was busy, and then said the owner wanted pictures from the outside now and close up pictures. Well they are on the second story windows and I'm not going to climb up a ladder to take pictures for them. The windows came guaranteed for life and I expect If I have a problem with their windows leaking someone should have been here by now to investigate and come up with a solution. Its supposed rain all next week and im going to have to deal with this again because they don't seem to concerned to fix the problem. to share, When they installed the windows they completely damaged our ceiling fan and installed a cracked window. Now this.

  

  Business response

  03/09/2023

  Hello S****, it is important to us take care of any issues as quickly as possible. So in doing so we ask for pictures to make sure of the process needed to complete the service. In your case, the window was installed recently and properly. Today we came to your home to inspect more closely. Yes, the window is caulked completely. We looked at the existing wood trim piece horizontally above the windows, which was caulked, but we put another layer over just to help. I strongly believe with the driving hurricane type wind and rain that the water was being sucked thru the attic vent directly above the window. Also, there is gaps in the stucco around the Wood directly above the vent where water could get in. You have issues that need to be fixed by you. If water is getting in your walls above the window, then that is up to you to resolve.  Please see the pictures that I have circled for your convenience. 

  Customer response

  03/10/2023

  
  
  I am rejecting this response because: The owner of Quality windows sent a letter placing blame on the building and it would be up to the HOA to correct it. More background
  1) about a week before the windows were installed the HOA painted all the exteriors and did any and all repair to exterior wood trim and eaves. 
  2) then came Quality windows to do an install.  The foreman of the installers carelessly broke our ceiling fan, at the of their day he paid me for the ceiling fan, that’s fine but it needs to be installed.  After going back and forth with Quality windows for about 2 weeks someone finally came out (it was the same guy that recently re-caulked the windows. 
  3} After inspecting the windows I noticed one was cracked so another few weeks went by and I believe in this case I called BBB because I was getting no response.  It wasn’t until I contacted the BBB that something slowly was addressed. 
  4) Keeping in mind their lack of professionalism up to this point, we now have a brand new window that leaks.  No window in this unit never had a leak in a window until Quality windows install these windows.  If it was a problem the window there previous would have had an issue.  I called Quality Windows the next morning John. He said they need pictures and a video; well it wasn’t raining so I could not reenact this leak so I sent the pictures and he said he would get back with me. 10 days later I contact them and he said he was busy and forgot about it.  That’s when I contacted BBB again.  Now he wants pictures and a close up of the leak.  Its on the second story window I can get a close up shot. The guy came and re caulked the windows and said it all looked great he didn’t see anything that would create a leak.  Then I get this email form the owner.  Defending the company and their job as doing a perfect job.  I wouldn’t call breaking a customer’s ceiling fan and installing a cracked window perfect.  And for some reason he wants to place blame on the HOA. “I advise you to call your HOA and let them know that water might be in your walls which has nothing to do with quality windows. Quality windows did a perfect job installing the retro fit window and I have before and after pictures as well”. Well I have pictures of a broken ceiling fan and cracked window to prove otherwise.
  These windows are supposed to be guaranteed. This person is making a statement based on a picture that is from a distance having never stepped foot on this property.  And by the picture how would one see water inside the wall.  All he is doing here is taking the blame off their company and placing blame on someone else to get out of fulfilling their guarantee.  Id like to think I could contact this place I paid a lot of money to, to listen and act when I have an issue but this isn’t the case and had I not contacted BBB id probably still not heard from.  They did not go above and beyond, they did a poor job and are doing as little as possible to make sure our needs and questions answered.  I want to feel confident and trust that with a guarantee like they’ve claimed that I can call with an issue and be heard and problem handled accordingly.  I really don’t care who’s to blame.  I know A lot of people get stuck on that to make themselves feel good. In the end it makes them look worse.
  
  Regards,
  
  S**** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  03/31/2023

  Hello S****, Quality Windows has been responding to you quickly. We are truly sorry for the accidental fan breakage in the small dining room with a low ceiling. My installation master hit it with his head when standing up. We did take care of it in a professional manner. The window was also installed in a professional manner. It has rained a few times since our last visit, so did water come in? Because we did not get a call from you. We sent you pictures of openings directly above the window, which I have attached. 
  
  We sent a tech out on March 9th 2023 to recaulk around the perimeter and recaulk around the plant ons which isn’t usually included in the price but we recaulked around the existing plant ons and above as well. After March 9th, it has rained heavily twice now and there has not been a leak reported since. As the installation of the window is not the problem. The window is installed properly and we put a thicker bead of caulking and around the existing wood as well. It’s not leaking and the window itself is sealed properly. 
  There is a vent above the window which could be the problem or water is in your walls somewhere and it’s the wall is saturated before it even hits the window. Regardless we took care of recaulking the window and around the customers existing wood and there is no leak or reported leak. 
  
  Thank you. I am pleased we were able to take care of the recaulking and are glad there’s been no reported leaks since we caulked :)

  Please remember with the hurricane type winds and rain that we had this winter water gets blown sideways into everything it can. Water coming in your walls other than the window is clearly not our responsibility. I would suggest water testing above the window until you find where the water is getting in your walls and behind the weather barrier. We can do this service for you at a price of $650, which comes with a report of findings. 

  
  We are here to help you. 
  

  warm regards, E**** ******* owner

  Customer response

  04/03/2023

  
  
  I am rejecting this response because :  these things you are saying are just not true.

  Quality Windows has been responding to you quickly.

  If this were the case I never would have contacted BBB in the first place. Ive been thru this with you people before.  The first communication I had was over 2 weeks after I spoke to J*****(?) about the situation.  2 weeks went by and nothing.  Finally he called and the first thing he said was, Im sorry this has taken so long..  I forgot about you. It happens, I get it but lets take care of the window before it rains again.

  We are truly sorry for the accidental fan breakage in the small dining room with a low ceiling. My installation master hit it with his head when standing up.

  The dining area in my home is located down stairs in a room with a sliding glass door which was not replaced at that time.  The ceiling fan that was carelessly broken is located in a very large room with over 8 ft high ceilings. And it was broken because when your installation master brought in the window he wasn't paying attention and hit the fan while carrying in a new window.  The fan blades are over 7 feet from the floor. Unless youre tech is 7ft tall.. which I know he was not, it would have been physically impossible for him to "accidentally" hit his head when he stood up. 

  We sent a tech out on March 9th 2023,  As the installation of the window is not the problem,  Please remember with the hurricane type winds and rain that we had this winter water gets blown.
  

  The tech came out and finally was able to caulk a window that had no caulking on it.  As he left he stated he saw no other issue, other than the window was not properly caulked. IM GOOD WITH THAT. But you guys keep trying to push blame away from yourselves. Before the windows were installed we had absolutely no issues with leaks. Once they were installed there was an issue.  So I contacted the place that guaranteed the windows saying there was an issue. 

  Im not sure why its so important to make a big selling point about standing behind your work and windows. When you make an even point to point the finger back on the home owner by lying and making it look like its not your responsibility. So something slipped or something isn't right???  It take a big man to say hey we need to fix this really quick and well be on our way. It could have been simple.  But instead its a game of who you're going to blame. Its like I had to prove with pictures that there was a leak or you wouldn't come out. So i'm a liar? This is my first home and I was excited to get the new windows and you've made this an absolute horrible experience and now with the lying I just don't know what to do if I need to contact you guys on a window issue.  I bought your install team 3 pizzas some soda and desert when they were here out of the 6 only 2 said thank you (those are also the 2 that did the bulk of the work, the main guy that broke the ceiling fan spent most of his time playing with this cell phone not even near the guys working.  By the amount of time they wasted and one of them asking if they were going to get overtime, my guess is you pay them by the hour!

  What I would like is to be guaranteed that they next time I need to make a call about these windows (im hoping I dont) that someone will truly reply quickly and come out look at it.. evaluate and figure out the best way to handle it.   I would like that to be in writing and signed.  And as far as your $650.00 service offer. You've gotten all the money you ever will out of me. I'm not interested in having you do any additional work here.

  
  Regards,
  
  S**** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  09/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Quality Windows installation team was here installing windows on 09/13/2022. The leader/foreman carelessly broke a blade off our ceiling fan. I asked how they would handle this and he offered to pay the original price of the fan 71.00. However the current price is higher (82.00). I was at the time willing to overlook that. But I had paid someone to install so I asked about that. I said I could pay the guy again to have it installed (50.00) and deduct it from the balance OR you could send someone out today to install it. its been 3 days now. They said tomorrow on Tues, then said tomorrow on Wednesday, today they said they are busy and if I could wait until next Tuesday. I said no, I would take care of it. They claim to be looking for someone else to fix this but my experience so far has been that they will drop the ball once. Maybe a message or note from you will get them to make this the priority it should be. Thanks for your time and help

  

  Business response

  09/16/2022

  Thank you so much for your patience and understanding. We are thankful for the opportunity for letting us rectify our mishap with your ceiling fan. We are glad that our installers were able to install your new ceiling fan this morning that we reimbursed you for. I hope you enjoy the new Milgard windows and we hope to service you in the future. Thank you for your business :)

   

  Best, 

   

  E**** *******

  President 

  Customer response

  09/22/2022

  
  
  I have reviewed the response made by the business in reference to complaint ID 18031710, and find that this resolution is satisfactory to me.
  
  Regards,
  
  S**** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We placed our order for a door with R*** ***** November 13, 2021 and was originally told it would be ready mid-January...we gave him the 10% down payment of $800, then five days later a tech came for measurements and another 15% down payment of $1,200. That was the last time we heard from the company! In December I emailed Ryan just to follow up to ensure our order was placed...after three attempts in contacting Ryan, I finally spoke with someone at the Milpas office. It wasn't until January 13th when we finally received an email reply from Ryan. One month later and a couple more email sent out (as a follow up) was not answered until January 27th at which point we were told of the delays on some parts so probably "mid April" An installation was scheduled for May 2nd at 8:30am I called to confirm on 4/18 with Espy then again on 4/27 with Sharlene to make sure we were on schedule so we can make arrangements with work for a day off for the installation. We also prepped the area at the house with floor coverings and cleared out the entryway. On the day of and when the installers were to arrive, Julianna calls and says the door is not ready for installation and has been delayed again to "mid May" (a courtesy call before the day of would have been better) Made contact with the owner mid-June, Erik Karlsen to discuss the failure of his staff to communicate with us and that we got the treatment of NOT being a valued customer. We continued through July when we were told the manufacturers were not making our door and that they would issue a refund. (Tells me it just wasn’t parts on back order) 3 weeks later we still have not gotten our refund! Technically they tied up $2,200 of our money for 8 months…scamming us along. That is NOT how a “local” business should be. 

  

  Business response

  08/12/2022

  Hello CC, I appreciate you and your patience. As we spoke, due to Covid delays in material coming from over seas to complete your door order with the manufacturer, Quality Windows was not able to receive and deliver the door to you. I do sincerely apologize for all delays, which were out of our hands. We simply wanted to complete our contract in a profession manner and there was no intention at all to scam anyone. I am an honest person. Your refund shows it has cleared the bank. If you need any other assistance, please call my cell #. I am happy to help in any way I can. Warm regards, E**** *******, owner

  Customer response

  08/15/2022

  
  
  I have reviewed the response made by the business in reference to complaint ID 17647815, and find that this resolution is satisfactory to me.
  
  Regards,
  
  C****** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  07/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered a custom screen door from Quality Windows and Doors. They insisted that their technician needs to come out and measure the opening at the cost of $65. We agreed. The technician came out and measured the door incorrectly. Please see attached photos. The technician measured the inside frame rather than the outside frame. This is wrong by ALL industry standards, and causes the screen door to cut into the door passageway. When we contacted the company about this, their position has gradually shifted: 1. First they claimed it's because we don't know how to install it. 2. Second, once I sent them pictures of the door not fitting at all, they claimed that we were trying to trick them by holding it next to a different door opening. 3. Once I made a video showing them the door opening and how the door didn't fit, they instantly changed their position to saying that it's supposed to fit into the door frame and cut a portion of the door off, that's just normal. We consulted with a contractor friend of ours who has actual 30 years experience, not just claimed 30 years experience, and this is a) not at ALL needed, and b) not at ALL standard, especially in a laundry room where the width of the door is critical to be able to pass laundry equipment through said door. Even if installing the door into the inner door frame was acceptable, which it is NOT for the reasons stated above, the door it self doesn't FIT into the space because it hits the handle of the main door. It simply CANNOT be installed that close to the main door. Again, a person with actual 30 years of experience, as claimed by the companies tech, should have spotted this issue immediately when measuring the opening. At this point we were insulted and treated extremely levels of rudeness by someone claiming to be the business owner. 

  

  Business response

  08/04/2022

  Hello, My name is E**** ******* the owner of Quality Windows. I do apologize for your experience, I do care about my customers and hopes to resolve this for you amicably. I do wish I would have been in the shop when you came in to resolve this with you. Unfortunately, due to your vulgarity and disrespect to my employees and your actions, we had to pick up the phone and call the POLICE. I respectfully ask you to have someone else bring the screen door back to my shop and I will refund this to you. 
  We are professionals, we went over the installation with you at time of measuring. This was done due to the small gap on the right and the exterior molding out of square, which would have created daylight. You wanted no daylight around the perimeter, so new stops are required and the screen door would not have hit your handle when installed where we measured. This is why my technician measured it that way he did and it was measured and meant for Quality Windows to install. We measure it the way we are going to install it due to different installation methods.
  Also, in your photo the screen door needs to be pulled out of the hinged jamb extension. your photo is misleading to viewers. You can see you have the door jamb, then the extension jamb. The screen door Would not make the opening smaller than the door jamb. 

  In any case, I am authorizing you to return the door. 
  
  Thank you, E**** *******

• Initial Complaint

  04/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Quality Windows installed an off brand window in my home instead of the Milgard window I wanted. The location's Vice President made derogatory comments about me on the phone when I called to try to resolve the problem. I made 4 follow up phone calls to try to resolve it. VP was not available to take my call and did not return my calls as I requested. I'm concerned the company may try to take some action against me for non-payment when in fact I'm ready to pay after they install the Milgard window. My uploaded statement explains in detail the complete situation.

  

  Business response

  04/14/2022

  
  
  I apologize if you feel as if an off brand Insulated Glass unit was put into your home. The glass installed is equivalent to Milgards. I also apologize if you feel like comments were made towards you but you did sign for Glasswerks insulated glass unit, which V***** (our employee) explained to you that you will be getting in our showroom. He explained it to you while you were in our showroom that the “Lowe energy advantage” is equivalent to Milgard but it’s a different brand, just cheaper. V***** also helped you save cost on another window by putting in a service request for you, in good faith through Milgard. V***** went out of his way to put in a service request twice for you. We have went above and beyond to help you. You asked for what you had previously existing and that is what quality windows did. Once Quality Windows, Inc did their work, you said you didn’t want that glass unit. In good faith, we will pay for a new Milgard insulated glass unit and swap it out with the brand new Glasswerks insulated glass unit that we just installed. Milgard glass insulated unit is already on order for you. We will contact you to schedule installation once we have a delivery date. Thank you for your business and have a nice day. 
  

  Warm regards,

  E**** ******* 

  President

  Customer response

  04/18/2022

  
  
  I am rejecting this response because it does not include a statement of how much I will need to pay to satisfy my total financial obligation to Quality Windows to completely satisfy my financial obligation to them.  Additionally I take issue with some of their statements in their response.  If we agree on the financial terms those issues will become mute and I will not pursue them any further.

     1) I do not agree that V***** explained to me that I was ordering other than a Milgard window when I was in the store.

     2) My copy of the store receipt dated 3/9/2022 does not specify a "Glasswerks insulated glass unit".

     3) I don't understand why Quality initiated a new service with Milgard replacing another window which is to be replaced under warranty by Milgard.  I have been working with Milgard on that repair since December 2021

  Assuming Quality Windows provides a statement with the settled in full price that I agree is fair, I will settle the complaint and pay as agreed.
  Regards,
  
  E*** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  04/21/2022

  Hi,

   

  Quality Windows, Inc will replace the Glasswerks insulted glass unit with no EXTRA cost. All your responsible for is the remaining balance that you owe for the original order $537.31. The new Milgard glass is already ordered at no additional cost to you. The glass is arriving on Thursday May 5th and we can install it May 6th on Friday between 9-10am. You may pay your remaining balance at the time of install.

   

  Thank you! 

  Customer response

  04/23/2022

  
  
  I have reviewed the response made by the business in reference to complaint ID 16991902, and find that this resolution is satisfactory to me.  i wish to thank the Better Business Bureau for their help in resolving this matter.

  Additionally I appreciate Quality Windows willingness to resolve this matter and to provide and install the Milgard Window that I wanted to purchase thru their company.  Thank you Quality Windows.
  
  Regards,
  
  E*** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Quality Windows took my order near 2 months ago and required an up-front payment to insure my commitment to the requested work. I was told that the work would take one to two weeks. Since then, I have called multiple times for status update and have been told some of the work has been completed but that the final work would get done right away, with a promise to call me the next day. Despite my multiple calls, no one has called back with a status, or better yet, a time to pick up the completed order. I recently attempted to reach the owner, 

  

  Business response

  03/08/2022

  Myself and the whole team realize we have had delays in the past month due to Covid. We do apologize for these delays and we are back on track with our whole team accounted for. It does seem that you have picked up your order last Friday 2/4/2022. It was signed for complete and paid in full. If you need any further assistance I am very happy to help in anyway I can. Thank you and we appreciate you. 
  Warm regards, E**** *******, Owner

  Customer response

  03/11/2022

  
  
  I have reviewed the response made by the business in reference to complaint ID 16841719, and find that this resolution is satisfactory to me.

  Although I have not received a response from you regarding Quality's position, the purpose of this email is to inform you that I went in personally to Quality to confront them about the order, ready to pick up completed items and cancel the remainder. On location, they completed the order on the spot. Because I never received any return call to pick up the items as promised, I had to conclude the night before that I had to confront them and take whatever done and move on to somewhere else for anything not done. All this after waiting 60 days. I did not get a response from the owner until after lodging a complaint with you.  Thank you for your involvement. ****
  
  
  Regards,
  
  J*** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  01/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Windows were ordered for my home on 5-28-21 with M*** *****s. When we received windows two came with no screens. We were told by the installers screens would be coming. Three weeks later still no screens. My daughter called the office and S**** told here the ship with the screens on it has 'SUNK"!!! Being a VP of a local steel company I investigated and no such thing has occurred. I then call and spoke to an Anthony would verified he had heard her say the same thing and thought...what? I told him I needed to speak to someone regarding this. They gave me R****. He apologized and also confirmed the sunk ship being said. Two weeks later we get a call the screens are in and would be delivered and installed that week. Never happened, nor did we receive a phone call explaining why. We are now in Nov. I called and asked what was happening and they said they would check...never got a call. Dec. called and spoke to R**** and asked to speak to the owner, Erik Karlsen, left a message...as of 1-11-22 have never gotten a call. Talked to R**** right before New Years and he said they had a second in command and he would give him my message, Again never heard from them. Talked to R**** on 1-4-22 and he once again apologized and and told me they could make me the missing screens. At this point I said I was disgusted with their service and was done with them. I offered a settlement of 4500 dollars instead of the 5742 owed. This was an amount I felt was fair due to all the crap I have gone through. R**** said he would have M*** *****s the salesman contact. Called on 1-10-22 STILL HAVE NOT GOTTEN A CALL! R**** informed me that **** said I could not cancel because I had a contract. I have been in the steel business for 30 years and never ever once has a customer called in and asked for a manager or owner to call them and we have not gotten it done! I can cancel, work was not complete, I was pushed around and have done my due diligence and them some. PLEASE HELP!

  Customer response

  01/20/2022

  
  
  I have reviewed the response made by the business in reference to complaint ID 16452640, and find that this resolution is satisfactory to me.
  
  Regards,
  
  B***** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  01/20/2022

  
  
  I am sorry for the miscommunication and the delays caused by Covid -19 on the manufacturers part. We believe what they tell us and they did tell us the ship sank. I am very sorry that you are upset but I hope we made this right for you. Thank you for agreeing to a settlement of $5400 remaining balance and allowing us to deliver and install your screens tomorrow. 
  
  Thank you. I appreciate your business.
  

  E**** ******n, Owner

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