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Complaint Details
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Initial Complaint
02/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed an order with Mr. *** the owner of the impact window master corp on July 2, 2022. I paid him a total of $5000.00 which included installation. once the hurricane windows were placed in by the workmen one of the windows began to shatter and it was the non-moveable window so I called Mr. *** to inform him that this window needs to be replaced he said that it is under warranty and not to worry. I kept calling and texting but he refuse to refund my money or replace the window I also went to his office in person to resolve this matter but his sons kept giving me the runaround and were blatantly disrespectful. I am seeking your help in this matter because my grandkids live with me and I am in constant faith that anyone can have easy access inside.
Business response
04/14/2023
Our products are covered by a limited warranty provided by both the factory and Impact Window Master. There are times when a customer could cause damage to the product that is not covered by the warranty. However, we still always pull a service call ticket. Many times, when the factory checks the service call, they realize it could be covered by the warranty. Unfortunately, in Mrs.******* situation, the technician realized BOTH times he showed up for a service call that the damage that occurred does not fall under warranty. At that point, if the factory rejects the service call, there is not much I could do except offer a replacement at a substantially lower cost to keep the customer content. ***************** did not like the idea of purchasing a new window,despite our offers of making a $0 profit on it. We could not offer the customer a better option, therefore it left them very upset. Despite our effort to make things right, the customer continues to believe the ******************** should be replaced free of charge, which is simply not possible. I have attached both service call reports from the factory stating they were inspected and it was closed.Initial Complaint
02/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We purchased a door on August, we gave half of the deposit we were supposed to get our installation on November but kept getting excuses about our installation, December comes still not a date for installation. No one call us . Till I decided to go every day . But they never call us back for appointments to get installed. Today I go . So they can give us the money back because Im just tired of excuses and not a day of installation. And today they pointed at me with a gun and I had to call the police at them.Business response
04/14/2023
Unfortunately, we may experience many delays in our industry. Whether it is delayed lead times from factories or pending action from the counties. ************* was informed in our office that there would be a few delays.Understandably, ************** was upset. We then tried to de-escalate the situation and provide the services needed for **************. As of today, all items have been properly delivered and installed. We have extended our apologies to the customer for any inconvenience this has caused. We have not heard from them since, but hope all is well.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.