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:05/30/2023

  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 am writing to file a formal complaint against Vinyl Window Broker (VWB) regarding their failure to fulfill a contract for the production and installation of windows in my entire house. I have exhausted all possible avenues for resolution with the company directly, and I am seeking your assistance in resolving this matter.On 5/4/2023, I entered into a contract with VWB for the purchase and installation of windows in my home. As per the agreement, I made all necessary upfront payments as requested by the company. However, approximately two weeks later, I received a phone call from them stating that they were unable to proceed with my order due to certain undisclosed technical reasons.This response was wholly unsatisfactory, considering the contractual obligations and the payments I had made. In an effort to find a solution, I proposed alternative options to VWB, hoping to salvage the situation. They assured me that they would explore these possibilities and find a suitable resolution. However, my hopes were dashed when they later called me to verify my address for mailing a refund check for the upfront payments.The actions of VWB have been deceptive and misleading. As a result of their incompetence and delay, I have wasted significant time and effort, not to mention the inconvenience caused by the absence of new windows in my home. I firmly believe that the company's conduct is in violation of fair business practices and constitutes a breach of our contractual agreement.I kindly request that the Better Business Bureau intervenes and investigates this matter promptly. I seek the following resolutions:1. Find an alternative solution to fulfill my order according to the commitments they have made.2. An inquiry into the company's business practices to prevent similar incidents from occurring in the future.3. Appropriate disciplinary action against VWB for their failure to fulfill contractual obligations and misleading behavior.

  

  Business Response

  Date: 05/31/2023

  As we have already informed ***************,  we would love to install his Windows.

  We manufacture 2 kinds of windows nail-on windows and retro fit windows.  **************** purchased nail-on windows from us.  On Friday May 5th our

  extrusion machine that produces the nail-on windows had a major crack / shattered piece of metal on the outboarding mechanism.  The machine we use is 

  over 25 years old.  We spent from the afternoon of may 5th to may 11th trying to find the replacement part.  Finally on may 12th of we found a company in ***** that

  can make the broken part.  They are back up on special orders and have given ** a date of completion of February of 2024.  So we have stopped all sales of nail-on 

  windows and will resume next year.   On May 12th,  we informed ****************, along with 3 other customers, that they can wait until next year or we can refund their money.  The 

  other 3 customers were understanding and wanted a refund rather than waiting until next year.  ***************, yelled at my production manager **** and said the only solution is 

  to do the job now... but we cant make the windows.  **** offered to do retro-fit windows instead, as that machine is still working, but he refused.  ***** from customer 

  service called **************** again on May 15th and he was so aggressive and rude, demanding we do the work immediately and not after our machine is fixed, she doesnt think he

  understands, that we are unable to do the work until we fix our machine. 

  **************** is being unreasonable and rude to our whole company, we have called him several times to keep him informed of what is going on, and have offered a solution of doing retro fit windows instead.

  We can still do his work, but not until we get the machine fixed.

   

  Customer Answer

  Date: 06/02/2023

  First and foremost, I would like to emphasize that all allegations of supposed insults are false. Neither I nor anyone from Vinyl Windows Broker used inappropriate language or displayed improper behavior during our communication. It is important to note that these accusations are unrelated to the core issue at hand.
  I reached out to Vinyl Windows Broker seeking assistance in finding an alternative company to handle the window installation, as current circumstances prevented Vinyl Windows Broker from providing the service to me on time due to Vinyl Windows Broker's own reasons. Prior to choosing Vinyl Windows Broker, I invested a significant amount of time in searching for contractors, and I am now unable to invest further time in engaging with multiple other suppliers and seeking a new one. Considering the current situation and the fact that Vinyl Windows Broker is fully responsible for the predicament, I believed it was reasonable to expect Vinyl Windows Broker to exert maximum efforts to assist and alleviate any inconvenience caused.
  Unfortunately, it appears that the simplest solution for this company was to rid themselves of me by simply issuing a refund check. However, despite their assurances, I have yet to receive the promised check. At this point, I no longer require any additional services from this organization. My sole request is a timely refund of the funds. I kindly ask the Better Business Bureau (BBB) to mark this company as unreliable and customer-unoriented, so that prospective clients can be informed about their practices. Additionally, I request that you consider the possibility of taking further action against the company.

  

  Business Response

  Date: 06/05/2023

  we have resolved this matter by referring customer to a glass company.