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:07/24/2024

  Type:Order 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.

  Company was hired to replace 4 windows 7/2021. They falsified the building permit, never had it inspected, and the subs they hired did not install properly causing damage upwards of $20,000 or more (found 7/31/2023). There was no CSL on site, nor HIC. When requesting for them to fix, they pushed back and/or ignored all requests. Insisted their contract with the subs superseded the contract with us, the consumer. Insisted on going through the subs insurance who pushed back stating they didn't cover mold and rot. The owner came January 2024 to try to resolve the situation and offered to fix the outside framing of the issue and then expected us to agree to paying half for the new bathroom needed. He still refused to put a claim on his insurance and got mad that we called his insurance. Adjuster was sent out and took down the information, but only offered a % of the money due to it being a 3rd party claim. Bill W***** is the owner and has not been agreeable to anything that needs to be done. He has ignored violation notices from the building department. The permit is in abandonment due to him not calling for inspection. We now have 3 types of mold in the shower area (test done in April), the sill is rotted through, water continues to come in and cause damage from the outside, sub floor is rotting under the tub and more. And the window put in was not tempered as it stated on the building permit (it is in the shower.) 3 other windows were also installed incorrectly, but there is no way to know if there is damage there without opening up the walls. This issue needs to be fixed and we are looking for the company to take care of ALL cost. We should not have to pay anything for the mess they caused.

  

  Business Response

  Date: 08/08/2024

  ******* ********* **** *** ******** ****** ********** *** ***** ******* ******* ***** ****** ******** ****** ** ****** *** ********* ** ***** *** ******* ** ******** ***** ******* ********* ******* ********** ********** ****** **** ******* **********
  
  
  Let me apologize first, for not responding sooner. I was gathering all of the facts of this matter, and I was away. I had called your office, left a message, and you had called me back, we spoke in advance, so that I explained when I would be responding, and that I was in no way ignoring your letter and correspondence.
  
  Regarding the situation with ***** *** ******* *****, here are the events in a chronology, and our position regarding this matter:
  
  *** *** **** ***** purchased four (4) HR20 replacement windows from Peoples Products, Inc. on July 7, 2021. We offer an HR40 window and an HR20 window. The HR20 cost less to the consumer because it does not have heat mirror technology, rain-wash glass, doubled tempered glass and krypton gas. The window the *****’s purchased cost less because of those features not being included. Typically, we would insist on HR40’s for stairwell windows and bathroom windows. This was overlooked at the time of the purchase. Our sales rep was new at the time, and sold the *****’s the lower cost alternative for a glass pack. We were since informed that the glass pack needed to be tempered, and we subsequently offered to upgrade the glass pack, turning the 20’s into 40’s at no extra cost to the *****s. They have not responded to that offer to date.
  
  A permit was properly attained and is on file. There was no falsification whatsoever in the attaining of the permit. Copy available upon request. Simply, a glass pack oversight, which we offered, and still offer to rectify at no cost. Peoples Products is a home improvement contractor, properly registered in ************* and ***********.
  
  To say that I ignored any of the *****’s correspondence, phone calls, or neglected to come out to see the issues first hand would be totally inaccurate. I did all of those things.
  In July 2023, the *****’s contacted our office to let us know that they were having water issues that they believed were caused by the window installation.
  When we were informed there may be problems with the install, we had many calls and texts (available for review) that demonstrates our commitment to fixing the issues the *****’s were having. Text copies available upon request. For the record, in addition, there is no conclusive proof that our installation caused any of these issues. We have photographs of the walls and the window area before we ever touched it, and it clearly shows a compromised condition. The *****’s will not acknowledge this, but photographs are available for review upon request. Having said all that, we did offer to take care of the issue and stand by our customer. I personally came out to review the wet space area after my staff was through handling their end.
  
  We filed a claim with the subcontractor’s insurance company. The crew we used for the installation of the *****’s window installation, was registered and held proper insurance. Policy # ********** ******* *********. This insurance company has been less than helpful and state that mold is not covered in their policy. They also refused to allow us to read their policy, even though we were a certificate holder for the subcontractor. Anyhow, the insurance company offered approximately $3,000 for the damages caused by the subcontractor.
  We also have a written contract between Peoples Products and the subcontractor on file. The agreement, signed by the subcontractor includes, but is not limited to the following wording:
  A Guarantee from the subcontractor to the company (Peoples Products, Inc.) regarding the work being performed to code and by professional standards. There is no expiration on liability for work incorrectly performed. If work is found to be incorrectly installed, subcontractor assumes all liability for materials, labor, and damage faulty work has caused.
  All documentation is on file at our office and available upon request.
  
  On March 8th, 2024, I called Mr. ***** and told him I could schedule a crew to come out and take down the exterior walls and replace what is necessary to get this situation addressed (despite the fact that I remind you, there is no conclusive proof it was caused by us). I only asked the *****’s to accept the $3,000 the insurance company offered and apply it to our fix. We would agree to cover whatever else is needed to rectify the issues. Mr. ***** said something to the affect, stating: You have to be on crack if you think I’m going to let you work on my house.
  That is why we are where we are now.
  
  We are ready, willing and able to address the issues ourselves, or to go after the insurance company with the help of the state’s insurance board, as I feel their insurance company was very uncooperative in this matter.
  
  Please advise as to what can be done to resolve this matter, as it is something we would like to take care of for the sake of our customer.
  
  Kindly awaiting your reply,
  
  William W******
  Owner,
  Peoples Products, Inc.
  ****** ************ ***** ****** ** ***** ** ** * ** ***** *** ** *** *******
  
  
  
  
  
  

  Customer Answer

  Date: 08/10/2024

  
  Complaint: ********
  
  I am rejecting this response because: We brought it to their attention that the building permit was inaccurate to which the service supervisor (Jane) told us that it is on the building department to catch. The permit has listed on it HR40 for all 4 windows purchased and the contract is for HR20. We have a copy of the permit and bill of sale that can be provided. The company also did not close out the building permit and it continues to sit in abandoned status. We informed Mr. W***** that the windows were never called for final inspection and he informed David that that was common practice for them. We have had the building inspector out three times since April. He failed the installation of all 4 windows due to how they were wrapped, causing damage to the wall cavity. Notices of violations were sent to both the CSL and the HIC (Mr. W*****) with no response from either.

  
  When looking up the two men (*** ***** **) to see if they had a valid license, it says their license expired back in 2020. This was brought to Mr. W*****’s attention and he said he would look into it and never responded back about it. There was nobody on site licensed to do the work. When the job was done, the bathroom window was last and it was dark. When the installer pulled out the old window, he did not score the grout from the window frame which cause the sill tiles to pop off. One of them brought it to David’s attention and informed him that they weren’t set up to do tile and did not have the proper material to put it back down. Clear silicon was used. Due to the improper repair of the tile the silicon used eroded and allowed severe water penetration into the wall cavity.  This coupled with the incorrect way they handled the exterior vinyl trim wrap has allowed water to sit inside the wall causing rot and mold (testing results can be furnished). The original silicon used around the window was not proper for that application according to the service person who came out shortly after they were installed. He had to scrape off the old and put on new. The cap/header expander to this day still sits crooked and not in correctly.

  
  We had many calls, texts and emails go unanswered throughout the time we have dealt with this company. Starting on day 1 when it took me 2 calls to get the service supervisor to discuss. She said she would get back to me within a day or 2 and never did. It wasn’t until the following weekend when I posted on their FB page that I received a phone call from someone at the company stating she would call me on Monday. We have a list of the calls that have gone back and forth with the company, many of which were not answered. It took the company 6 weeks to come out and look at the issue. The parties were the service supervisor and their “most trusted” installer, Leon. Jane was insistent that a hairline crack in the grout (on the face where water sheds down, not where it penetrates in to the sill.) could cause the damage that was done  We showed them video of the water coming in to the wall cavity when it rains (can be given upon request, but is too large to send through here) and asked them to come and recover the outside to avoid anymore damage while this issue was pending. To this day, that has still not been done even after multiple requests. The company also sent the sub’s insurance current pictures of the wall and did not delineate when they were taken. The company subsequently thought the pictures were original and assumed all of the damage was there prior to the installation. (Window could not have been installed if there was no sill.) If the water was coming into the cavity prior to the install, the sill would have already been rotted out, which it wasn’t. It wasn’t until after the install that the damages began due to water coming in from both the interior (shower) and exterior.

  
  Bill W***** came 5.5 months after this issue was reported to discuss the matter. He sat in our dining room and told us to take the $3000 from the sub’s insurance (Merchants) and he would fix the exterior issue – including putting in the proper HR40 window and he would be willing to “split the cost” of the bathroom renovation to the tune of roughly $7,500 for us to pay out. He also suggested we get a third party adjuster to help us navigate this with the sub’s insurance company. We consulted with one and were told Mr. W*****’s company is responsible for opening an insurance claim through their own insurance. For whatever reason, he does not want to open an insurance claim to fix the damages.

  
  It is our understanding from when David spoke with the ************* building department, that any damage should be taken care of by the contracted agent (People’s Products) and then in turn they should go after the sub’s insurance. Our contract is with People’s Products, not with the subs, so whatever contract they have does not concern us. This has been verified by several governmental groups as well as other general contractors.

  
  We are at this impasse because Mr. W***** refuses to open an insurance claim on his end. After 7.5 months, yes, David was frustrated and made the comment he made. The fact is, we do not trust this company for all they have put us through.

  
  All four windows failed inspection. It is unknown the condition behind the other 3 windows due to the location (wainscoting and tile.) However considering they were all installed the same way, it is understandable that there may be water infiltration due to all of the rain under the other 3 as well. Something we won't know unless siding and vinyl wrap is removed.

  
  The issue is there is extensive damage to our house that needs to be rectified fully on their end. 
  
  Sincerely,
  
  ******* *** ***** *****

• Initial Complaint

  Date:05/02/2022

  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.

  I have three windows that shattered from the cold in January 2022 - I contacted Peoples Products on 01/13/2022 about this issue - which has happened many times over the years - in the past the windows were replaced in a timely manner - this year - after contacting them in January I have called - left messages and emailed - to date I have received NO response - any assistance you can provide to resolve this matter would be greatly appreciated. - thanks

  

  Business Response

  Date: 05/18/2022

  We communicated with Mr. ******** on or around 2/8/22. Our service person had been out with COVID in January, as was some of our staff. We apologize for that interruption. The replacement glass was ordered in February and we installed it on May 3, 2022. At that time, when our service tech went out, he spotted another glass that needed addressing and was then ordered by us. It is currently awaiting delivery from manufacturing. We will be in contact with Mr. ******** when we receive the service glass, and we will install it for him free of charge. 

• Initial Complaint

  Date:04/14/2022

  Type:Order 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 9/9/2021 I signed a contract with Peoples Products for the replacement of a patio door. Start date was to be 01/09/2022 and completion date 02/09/2022.I paid them a $2000 deposit. In December I was notified that work could not begin until April. I informed them that I was not pleased with the delay but agreed to wait the additional four months. Meanwhile At the time of the signing I informed the agent that promptness was an issue as cold air would be entering the home as winter approached. I was promised that the company would have a worker adjust the existing door to counter some of the cold air from entering my home. That never happened. To date the door has not been installed. I subsequently hired another company to replace the door since now I will be dealing with air conditioning and air escaping thru the door. I notified Peoples Products and requested the return of my deposit and was told that I was not eligible to have it returned and I would have to wait until the door is available for installation. I was not given a date that the door will be in; just told a few more weeks. Right now I need help getting my deposit as I have waited seven months for the contract to be fulfilled and I no longer want to deal with this company.

  

  Business Response

  Date: 04/14/2022

  to all who may be concerned:

  
  

  The swing door that was ordered took an extra long time because of the supply chain issues. I have perhaps 10 or 12 emails that I’ve gone back-and-forth between myself and the president of manufacturing doing our very best to obtain the specific product that was ordered. At this time the door is three weeks away from an installation. I’m happy to set up a specific date. We have informed the customer of this, and today’s BBB complaint is the result. I apologize for supply chain issues that have interfered with the entire planet and unfortunately still do matter on certain product lines. But the resolution is very clear and that door will be installed within three weeks.  My staff will be on a phone call with the customer later today and I’m happy to join the call if it is helpful. Again, I apologize for supply chain issues. But in our agreement there is a section for issues beyond our reasonable control, which speaks to any inability to obtain materials or labor as a factor that may complicate the timeframe.  And that is exactly what has happened. Hopefully we can resolve this and get the door in as originally planned. 
  I would like to further add that I am appalled that the state of Connecticut Department of consumer protection supposedly advised the customer that they can cancel. This has not been confirmed by me directly, but the customer states this as a fact. Shouldn’t the department of consumer protection call us to discuss this and see if there is a legitimate reason for a delay? Perhaps the state should look at both sides of a matter before being anti-business as the department of consumer protection has a growing reputation of unreasonableness.