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
04/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In 2010 my husband and I purchased 20 ******** windows with **************** Warranty from Tropic Guard Corp. Last August I contacted *********************** about 3 windows that no longer would stay open. He said he would try to get the parts to have them fixed. Finally, earlier this year I was able to get parts from a company that ******** referred my request to. I have reached out to **** MULTIPLE times for his company to repair the windows but he has not responded to my latest phone calls.
Business response
04/24/2024
Last time i talked to Mrs. ******* i told her when my workers when in the area they will call her to get access to her property ,she does not live there anymore home is for sale,we can not just go there when she decides to be there.This is not a Tropicguard problem she has reached out to the window manufacturer and they sent her the parts for the windows,hardware ,this is actually a factory warranty issue .***************** should have gotten the manufacturer of the windows to come out to correct the issues.I have been there myself and looked at the windows, and the parts the factory sent the first time and they were incorrect.The best solutionis for mrs. ******* is to get factory to repair issue,the manufacturer is in *************** near her home .I have giving my workers her number weeks ago and they would call her when they will be in the areaCustomer response
04/29/2024
Complaint: 21608206
I am rejecting this response because: I called ***************** on March 18 and told him I had received the parts. He did tell me he would ask his installers to contact me when they would have time to fix my windows. I called him again on April 1 and April 3 but had to leave messages regarding when I would be back in ************** with the hopes his installers could come on one of the three days I was going to be there. I did not hear back from him. He has never told me or given me information that the manufacturer is located in **************** When I spoke with him about it being a warranty issue he indicated that as the seller of these windows that he would take care of it if he had the repair parts. He came out to the house and looked at the windows but NEVER indicated that this was NOT his problem to fix. If he had given me that information at that time I would be pursuing the manufacturer to fix them, not him. ******** Windows is located in ***********, WV. I have no information on who to contact in **************** If this is a factory warranty issue and not Tropicguard's then why didn't he tell me this when I first contacted him? I mistakenly thought that as the seller of his product he would be the person to stand behind his product and help his customers. If he will give me the information as to who to contact I will attempt to get the windows fixed through them.
Sincerely,
*********************Business response
04/29/2024
Tropicguard, is not refusing to help ****************,as i mentioned in last response,when my installer is in the area ,he would give mrs ***** a few days notice when he can come by. This is a ******** warranty issue,as i told ****************,Tropicguard would help her with the window issues. Please provide a number of dates you are available to be down at the home and we can then schedule an appointment.
Customer response
05/06/2024
Complaint: 21608206
I am NOT rejecting Tropic Guards response. The problem is the situation is not resolved but *********************** is working on it. I cannot accept his response until the windows are fixed but there is no definite timetable for completion. I appreciate his working to get this problem fixed.
Sincerely,
*********************
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.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.