ComplaintsforCustom Window Systems, Inc.

• Initial Complaint

  05/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  10/13/23 purchased Guardian 5000 Full View exterior door, (manufactured by Custom Window Systems-CWS) Backorder 10 wks. 12/11/23-door installed. 12/13/23-noticed the weather strip at the bottom of the door was loose & dragging along the ground. 12/15/23, men arrived to fix it & proposed to CUT THE BROKEN WEATHER STRIP OFF since IT REALLY ISNT NEEDED. We found that unacceptable. Called White ******** **** ****** said that they would contact the manufacturer. 12/18/23- contacted WA again as rain water had POURED through the door. We finally were told by a CWS rep. that the door would be replaced but it would *********** weeks. Received an automated phone call that replacement door would be installed on 2/19/23. Received 2nd call from CWS indicating that the door we were to receive was defective ****** had to reschedule. 3/5/24- Human scheduled BUT no one came. Called & were told they had not received the ************** should have canceled. 4/1/24 -Workers replaced the door. Later, as we used it SCREWS holding the frame around the glass fell out! 4/11/23 rain POURED in. No answer at ******** submitted a service request #***** via internet. This provided us with menu of PRICES we would be charged! We then MAILED a letter to *******************, identified as the ** of CWS, outlining all of the above. 4/14/24-Worker arrived to indicated there was no sealant around the glass & the inner shell was mangled. He needed parts. 4/20/24 ****** & a Trainee removed all the inner aluminum shell, caulked, replaced new shell using silver (not WHITE) screws, sprayed something over the glass making the actual repairs obscure, (we dont believe they were trying to hide their work) & told us not to wipe it off to allow sealer to ******. May 10, 2024-A s**** fell out of 1 of the hinges. We now see that only 2 of 3 screws in the hinge holes actually hold anything. Today this door resembles a 2nd-hand thrift store purchase and we wonder if it will soon fall off the hinges.

  Business response

  05/17/2024

  ***************************, CWS Service Manager tried to contact The ******** on 5/16 @10:49 am and again on 5/17 @ 11:43 am. Both times the phone rang once and went to voicemail. ***** left a message both times stating who she was and that CWS wanted to offer a solution. CWS would like to offer a new door to the ******** and pay for the door to be installed. 

  Customer response

  05/17/2024

   
  Better Business Bureau:
  
  We have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to us. We are out of phone range until Monday. If CWS can call us on Monday late afternoon that would be greatly appreciated. **************. 
  
  Sincerely,
  
  ****** And *********************

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our home a year ago in December. We knew the ******* room windows were less than a year old, per the seller, but we did not know the warranty had to be transferred. Our problem is the glazing on the outside of the windows keeps curling up and falling out. We have called Custom Windows Systems multiple times and during one of the calls they asked if our windows were the bronze color and explained to us that they had a problem with the glazing on these windows and had recently went to a new product. Everytime we call we get run around and absolutely nothing done. They say call service and service says call sales. So far all we know is they have known of an existing problem and will not stand behind their product. I have even called the people we purchased the house from and found out that the glazing had to be repaired once within the first year, so they gave me a number for the original installer and I called them and they no longer will do work for this window company. These windows are now approximately 2 yrs old and the glazing has curled up and fallen out of most windows. We were told that even with the warranty the home owner still has to pay for the labor to install the new glazing. So my husband asked if they could ship us the glazing and he would install it and he was told no, he would have to contact a dealer and see if they would be willing to order the glazing for him, but he would have to pay for the material. I do not understand how a company can be very aware of a problem with a product and not stand behind said product!

  Business response

  04/03/2024

  Good morning. We reached out to the homeowners, The ***** and provided the product needed to fix the issue they were having. This situation should be closed at this time. 

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had contractors build my sunroom two years ago. He used Custom Window System windows. 14 panels were install. 3 of the 14 leaked between the double panes. One is so bad, you can not see through because so much dirt has accumulated between the panes. Two screens did not fit. One window had no screen. A field service rep. promptly came out and agreed to the problem. That has been about a year and half ago. Waited for almost a year for the windows to come in. Now waiting to get them installed. I called in October this year, they said they would set up appointment. They never called. I called them today and complained. They said someone would get hold of me. I asked what telephone number that had for me. It was a number I never had. A year ago they set up appointment to install but never came out. I stayed home specifically waiting for them. When I called them then they said they had sent a voice message canceling appointment but again they had the wrong number, I gave them my correct number yet today they still have my wrong number. The person I talked to said she could change my number on her computer but she could not change it on the service department, but she would try to call someone in service to try to get it changed. I wish I never heard of Custom Window System. There service is lousy.

  Business response

  11/27/2023

  Ms. ******* 

  I am sorry that your experience has not lived up to your or my standards. i have followed up with our field service team and they will be in contact soon to get all of your warranty concerns taken care of. Also please know that we will continue to stand behind our warranty and product until you are satisfied. 

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7/22/23 my wife and I returned to our home in The Villages to find the inside pane (double pane) of the fixed glass door leading to the lanai shattered. There is no point of impact and no one was in the home at the time. I bought the home new on 7/1/20. I called CWS Customer Service because The Villages warranty department advised me CWS warrants their products for 10 years. Much to my surprise CWS informed me they do not cover shattered glass as specified in their warranty. They cover manufacturer defects such as leakage. Well this glass certainly leaks. I unsuccessfully pleaded my case to a customer service representative and then a supervisor. I understand that temperature and other factors can cause glass to shatter. However, in the case of tempered glass, manufacturing defects (such as a chip on the edge) is by far the most common culprit. And it could take months or even several years for it to manifest itself. This glass is 3 years old. If it shattered from a manufacturing defect the manufacturer should stand behind his product. If it just shattered because of…whatever? Does that mean the rest of my windows are going to shatter? If they do, is that just too bad for me? Should The Villages not use this product any longer because we can expect it to shatter at any time? CWS wanted to charge me $175.00 to have someone come to my home and do nothing more than tell me shattered glass is not covered under their useless warranty. I contacted another window company to replace this shattered glass. It is going to cost me approximately $1140.00.

  Business response

  08/28/2023

  The shattered glass in this case is tempered glass, which is made by Cardinal Glass. CWS is passing on the parameters of the glass warranty that is provided to CWS from Cardinal Glass that makes the product. This warranty on shattered glass is standard within the glass industry. 

  Business response

  09/01/2023

  CWS will send the homeowner a check for the $1140. We just need an address to mail the check too. 

  Customer response

  09/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  My address is:

  ******* ********

  **** ******* *** *** ********* ** *****
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  10/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  An order was placed for replacement, hurricane impact windows on June 9, 2022. To date, the manufacturer has yet to deliver the said order. This is October 5 and still no windows are care from CWS that the estimated delivery date has been missed by over 1 month, and will be an estimated 1 more month. This is nearly 2x the estimated delivery time! They offered shorter delivery times than a competitor, which was one of the major deciding factors in going with CWS. This is fraudulent information used to gain business from other window manufacturers. Given that false information was provided to lure me, and I'm sure other customers, I demand this practice to stop and true delivery times be used.

  Business response

  11/03/2022

  Business Response /* (1000, 5, 2022/10/10) */ I have spoken with MR.****** via email the same day this complaint was filled. Mr.****** told me he placed the order with ********, who may have placed the order with**************************. CWS does not know which order ************************* placed belongs to Mr.****** or ********. This is not a CWS issue at this time. This complaint should be filled against ********, not CWS.

• Initial Complaint

  07/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased this home on 12/15/20 and gained occupancy on 2/15/21. We have been dealing with plumbing and electrical issues since then and are just now getting to the windows. Our home has more than 14 CWS vinyl, high impact, low E windows. We have been told by CWS that because we did not transfer ownership with them within 30 days of moving in that we have no warranty. Two of our windows (upper & lower sashes) are very clouded and unsightly. NO ONE in the Florida Keys has owned up to being a dealer for CWS. An estimate we received from an independent glass shop was over $1000 per window.

  Business response

  08/22/2022

  Business Response /* (1000, 5, 2022/07/20) */ The CWS warranty is very clear and consistent with other manufacturers. The warranty is transferable once from the original purchaser. For the transfer to be applied, The new owner must provide the transfer paperwork within the first 30 days after the purchase. From the comments on this complaint it sounds like they are 17 months past the purchase. I have also attached a copy of the CWS warranty. Consumer Response /* (3000, 7, 2022/07/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Ok. I understand about your warranty. It IS stated on your website. It just wasn't on any papers the previous homeowner left us after they were installed on 2/26/16. What would it cost to order just the replacement glass from you? THEY ARE CLEAR IMPACT INSULATED LOW E. 2 @ 29 7/8 × 21 1/2 × 7/8 2 @ 32 1/2 × 21 1/2 × 7/8 OR, WOULD IT BE MORE COST EFFICIENT TO ORDER THE TOTAL WINDOW? When I called CWS in Ocala FL several months ago I was told you no longer do business in the FLORIDA KEYS. So these would have to be shipped. Can you help me out? Business Response /* (4000, 9, 2022/07/26) */ I would be more than happy to help you. Contact me directly via my email and we will do what we can to help.

• Initial Complaint

  05/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Sign contract with PRC to install 13 CWS windows in June of 2021. Windows were originally scheduled for delivery in September of 2021. That date slipped to November 2021. Upon delivery 9 of the 13 windows had various defects which were confirmed my CWS' own inspector. The first scheduled visit was made by PRC where 4 windows were replaced. There have been 4 visits from CWS' own contractors that have netted 1 more windows being replace. They have brought windows that don't fit and windows of a different design. They have replaced one window twice. Up until this last week CWS had not responded to requests to speak with someone directly from CWS. It was during that conversation a Mr. K*** promised to complete the job this past Tuesday the 10th of May. 5 windows needed replaced, but only a net of one was replaced since they replaced a windows previously replaced. I haven't heard from Mr. K*** as to what to expect now.

  Business response

  06/15/2022

  Business Response /* (1000, 5, 2022/05/18) */ Mr. C*** and his team have reordered the product needed. The glass is expected to be received from our glass vendor the end of June. Once CWS has the glass we will reach back out to Mr.********* to schedule a trip to the jobsite to hopefully replace the defective parts upon this visit. CWS is honoring their warranty and plan to stand behind the warranty fully. We have not shied away from our responsibility at all in this matter.

• Initial Complaint

  04/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In October 2020 I had a hurricane resistant thermopane window installed by a contractor manufactured by Custom Window Systems of Ocala Florida. It was a very expensive window and I assumed it woud be of good quality. Now eighteen months later it has cracked in two places. This is 4ftx3ft window in the kitchen that we never open. I complained to the company but their warranty is only for one year and they quoted stress cracks due to temperature changes as one cause for this problem. This company is making windows in Florida so one would expect them to withstand the temperature fluctuations here. Also, Since this is a hurricane resistant window and it cracks for no apparent reason, then how would it perform in a hurricane? The quality of the product is obviously inferior and I an discusted with the couldn't care less attitude of the company when I contacted them.

  Business response

  07/22/2022

  Business Response /* (1000, 5, 2022/04/25) */ Contact Name and Title: Rick M****** Dir. of Sale Contact Phone: 9417242047 Contact Email: [email protected] I assume you are referring to a crack in the glass not the frame of the window. If that is correct, glass can crack for many reasons one of which would be temperature changes. Another cause of a crack would be the home settling. If the glass is going to crack due to one of these factors it usually happens within the first year, that is why CWS and other window manufacturers offer a 12 month warranty on this condition. Many manufacturers (A*******, Pella) do not cover stress cracks at all. The crack would not hinder the window from performing during a hurricane. Impact rated windows perform like they do because of the vinyl interlayer sandwiched between two pieces of glass. The glass can crack but it keeps the envelope of your home in tact. This allows your home to not lose pressure and keep your roof on your home. That is the design and purpose of impact windows. Please feel free to contact me directly to discuss further. Consumer Response /* (3000, 7, 2022/04/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) The crack was indeed in the glass and not the frame. If temperature is the reason for the crack, why have no other windows in my house cracked including two others manufactured by this same company? Also, I would ask the question why are they manufacturing and selling windows in Florida that cannot withstand Florida temperatures? As far as house settling goes, this house was built in 1985 and I would think it had done all the settling it was going to do. Again, I must ask the question why no other windows have been affected. I would conclude that this particular window had a manufacturing defect and CWS should replace it. Business Response /* (4000, 9, 2022/04/27) */ It is not high temperatures that can cause a stress crack. A stress crack is caused by changes in temperature. As a piece of glass cools or warms the glass can develop a crack. Below is what you find when you Google stress crack: "Why do glasses crack? Here's the scientific reason for the crack:Thermal stress cracks -- commonly known as "stress cracks" -- typically occur in windows when a thermal gradient causes different parts of the glass to expand by different amounts. At some point, the stress of the expansion may overcome the strength of the glass, causing a crack to form. This is not an issue of inferior product. That being said if you will go to the CWS website www.CWS.cc and fill out a Field Service Request Form. Then forward me the open ticket i will get with our team to have your glass changed out. Consumer Response /* (4200, 11, 2022/05/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I accept the companies offer to replace the window although it appears there are substantial charges associated with replacements under "warranty". I have filled out the work order as requested and submitted to CWS as they requested but as of today, May 4, I have not had any reply from them. I cannot accept their solution until I have some positive action from them. Business Response /* (4000, 13, 2022/05/09) */ i have spoken to Mr. ******** and explained to him our lead time for service work. The work will be completed in good faith as I have promised. Consumer Response /* (3000, 20, 2022/06/05) */ Custom Window Systems last communication was "Work will be completed in good faith as I promised". That was one month ago and I have heard nothing further. The window has spread across the pane, we are in hurricane season and we leave for Pennsylvania in twelve days. I find their good faith somewhat lacking. The order number for this window was*******. ***** ******** Business Response /* (4000, 24, 2022/07/08) */ I spoke to Mr. ******** on the phone. He has left to return up north for the summer. Once he returns in the fall CWS will be able to address his issue at that time. Consumer Response /* (2000, 26, 2022/07/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  03/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had windows replaced by ******** *******. One of the windows should have been tempered glass but was not. The manufacturer is not responding to requests to have it corrected by myself or ******* *******. We have not been able to pass inspection because of this.

  Business response

  06/16/2022

  Business Response /* (1000, 5, 2022/03/21) */ Mr. *****, i need more information. Please have******** contact me directly at [email protected] so I can address the situation. Consumer Response /* (3000, 7, 2022/03/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response was to reach out to them. I have addressed them and there has been no follow up Business Response /* (4000, 15, 2022/05/16) */ We tried to schedule a date to do the work needed for Mr. *****. He id not accept the date we gave him as it was not early enough in the day for his schedule. We have since found a date and time on the schedule that works for both parties.

• Initial Complaint

  10/15/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ************************ Assoc. of Jacksonville, FL, whom I purchased 2 patio doors from, deemed the 2 screen doors that came with the patio doors were defective. They placed an order sometime in February 2021 with Custom Window Systems. CWS Order # ******. I'm still waiting for the replacements. My contact at *********************************************************

  Business response

  11/03/2021

  Business Response /* (1000, 5, 2021/10/19) */ CWS had a computer issue and was not aware that this product had not shipped to our customer until we got this complaint. We fixed the issue and the product is shipping to************************* on 10/20. Consumer Response /* (2000, 7, 2021/10/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response on the condition the 2 screen doors have no damage.

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