ComplaintsforDiamond Glass & Aluminum LLC
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/13/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
We had our builder, Pulte, install impact windows when our house was built. Three of those windows currently have blown gaskets. The windows were installed by Diamond Glass when the house was built and completed in December, 2013. There is a 10 year warranty on the windows. I called Diamond Glass several times requesting the 3 windows be replaced. I was asked for the sales order number. I explained I did not have a sales order as I did not purchase the windows. They were purchased by Pulte when the house was built. The representative from Diamond told me that the warranty is from the manufacturer, PGT, and they need a sales order. I explained that Diamond had replaced 2 sliders a few years earlier and I was not asked for a sales order; I should be in their system. I was then told that they purged all their records after 7 years as this is all that is required legally. I explained that if the warranty is 10 years, they should be holding the information until then. If they were going to purge records, I should have been made aware of that when I reported the last problem. It was suggested I call PGT to see if they would help me. PGT told me they only work with vendors and wouldn't help. I called the local Pulte customer service who told me I had only a 1 year warranty with Pulte and they couldn't help. The customer service rep did call Diamond as a courtesy and was told the same thing as I was. I am entitled to a 10 year warranty but Diamond is not honoring that warranty because of the excuses I was given. I have a change order from Pulte when the house was built showing we ordered the house be built with the upgraded impact windows but I don't have a sales order from Diamond or PGT.Business response
06/28/2022
Business Response /* (1000, 11, 2022/06/20) */ Good Afternoon so I would like to give you a follow up on this we have ordered the material needed and it should here by July 11th so this will be all complete by mid-July. Consumer Response /* (2000, 13, 2022/06/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) As long as the company replaces all 3 windows with impact windows, I accept this resolution and appreciate the company's effort to resolve it to my satisfaction.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.