ComplaintsforLiteworks Window & Door LLC

• Initial Complaint

  02/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I contacted this company for specialty window replacement. I was put in touch with a sales representative who met with me to look at the windows. She took measurements, ordered the windows, and took deposit. When the windows arrived to the project - one was broken and one was not the cooler format for replacement. I brought these issues to the company and I was promised a resolution. For several months, I have tried contacting them for the resolution, but I only either received excuses or I was ignored. It has been weeks since I have heard anything (several emails and phone calls were ignored). I am not sure if I will hear back from them regarding these issues.

  Business response

  03/03/2023

  Good afternoon,

  My name is *************************** and I am the *** of Liteworks Window and Door.  I looked into this matter and would like to present the following response.

  One of reps. was contacted by the ************************* of **********************-evidently an employee of ********************* of **********************.  Our rep. visited the job and discovered that the window that was needed for replacement and service was a JeldWen product.  ******** is not a product that Liteworks W&D sells.  Our rep. gave the information to a JeldWen dealer called Window Concepts and instructed Bear Mountain to contact and purchase the product from them, which they did.  Evidently they have had issues with Window Concepts and ************ keeps contacting our rep. who is not employed by Window Concepts nor did Liteworks sell the product, again we do not sell Jeld Wen products! 

  I welcome ********************* to email me or give me a call if he needs further explanation.  My contact number is ************* and email is ************************************************************************ 

  Customer response

  03/03/2023

   
  Complaint: 19445774
  
  I am rejecting this response because: I contacted Liteworks for this window replacement (not *********************).  My inquiry was serviced by ********************* (employed by Liteworks).  Liteworks shouldve told me that they dont service or deal with Jeldwen windows.  Instead the representative from Liteworks set up the entire order (incorrectly at that).  After issue arose with the order (placed by Liteworks rep) - it took several weeks to even get a response.  This is a reflection upon your company, Liteworks.  My client is now taken care of and we have taken a different route with this unresolved issue due to the complete lack of response or attention from the original rep (and company whom I thought I was dealing with).  The COO of this company is allowing that I may reach out to him after the company completely disregarded this situation for several weeks.  The position from this company is clear.   
  
  Sincerely,
  
  *********************

  Business response

  04/11/2023

  In response to ********************* from Bear Mountain Paintings continued complaint I am confused as to what he is looking for.  First, LiteWorks is not a Jeld Wen window dealer so we would not have taken an order for the windows in question.  The fact is that our representative was called out to a project by **********************, when she arrived, she discovered that it was ******** product and recommended where they could purchase product.  *********** they were referred to ended up placing the order for the Jeld Wen materials, not LiteWorks.  To make a simple analogy; you do not order ***** parts from a **** dealer and when the **** dealer directs you to the ***** dealer get upset with the **** dealer. 
   
  Regarding my initial response of providing my contact information; when the BBB complaint was filed that was the first time I had even heard of this situation, I have sense left several messages for ********************* and he has not returned any of my calls.
   
  I would request that the BBB closes this complaint because LiteWorks was not the supplier and is being wrongly accused. 
   
  Thank you

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