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Complaint Details
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Initial Complaint
09/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Have been working on this since 10/2021 and they haven't corrected the problem. I'm sorry but I don't know how to attach all the emails. But if you still have my previous complaint from earlier (6210985B7337 - *******) that was in 2024 and there should be one earlier. also could print the emails and scan them if you want. At this point I think we are past the point of a working relationship with them. I would like to have you arbitrate and have Haggerty pay to have an independent contractor come out and fix the problems.Business response
09/03/2024
I have replied to this customers emails every month asking when we can get into her home to do the repair, and she does not reply. If she only emails to get a hold of us I do not understand why she does not reply to my emails when I try and schedule a repair.Customer response
09/03/2024
Complaint: 22229832
I am rejecting this response because: I have NEVER received an e-mail from them to set up appointment. This is an ongoing leak from the window frames so the work can probably be done from the outside but then I am not the expert - only know it leaks.! They did come out last year and observed the problem and admitted to it but heard nothing after that. So they have NOT e-mailed and also have my phone number. I've used emails so I have backup records. I really don't feel comfortable working with them after their reply and lack of response.
Sincerely,
***** ******Business response
09/17/2024
I am going to have **** contact ***** on the phone to see what she wants us to do. I also have email record of all of my replies within 24 hours of each of her emails to us regarding this issue. We cannot fix this issue from the outside only. The leak that she is referring to is air which she made her initial complaint when it was a negative 40 degree wind chill day, and her home backs up to a lake with no breaks for wind. These windows are operating windows, and are not 100% air tight. They were also installed in 2016. We have already been out before taken trim off, and added more insulation to a window that was already insulated when we did our initial install. I have tried to schedule a time to get out there, but need her to be there so we can get inside. We are still willing to do this, and all we need from her is a date that she is available and I can do my best to make it work.Customer response
09/25/2024
Better Business Bureau:Haggerty sent over a different contractor that resealed and ordered proper cove. They appeared to be knowledgeable and were able to address the issues but probably won't know for sure until we go through winter. They had to order the cove so will be back around 10/17.
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ******Initial Complaint
01/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Filed a BBB complaint 11/02/22 regarding windows leaking that they installed in master bedroom. That complaint shows this all started 12/9/21 and it took them until 10/31/22 to come out and try to fix problem. Well, here it is 1/14/24 and noticed that the room seemed colder and checked the windows to find that ice had formed on the inside of the windows. Also decided to check on other windows they had installed and found the same problem. Sent Haggerty an email on 1/15/24 with pictures attached showing the inside of the windows and the ice. Since I did not receive a reply or even an acknowledgement, I sent another e-mail on 1/17/24 and still have not hear anything. Where do we go from here? I feel like the windows weren't installed correctly, and then the repair didn't work and now because of the weather they might not be able to fix right away. But, the answer is not to ignore my e-mails. We need to come up with a plan.Business response
01/22/2024
We were not ignoring the email. Nobody was working last week due to the weather, and being sick. I apologize. We were discussing this with **** this morning which is the first time we saw him since the email. The previous repair he pulled the exterior cap off, and did extensive spray foam insulation around the outside of the window. When he pulled the cap off there was insulation there from when we did the initial install in 2016, and we just added more to it. There may be an issue with insulation in your walls which is something that we do not access when just doing replacement windows. You have a wide open back yard with a pond, and there was -40 mph wind gusts coming off of the pond. If you have curtains in front of your windows this does not allow any heat to get to those windows which can cause them to have frost in extreme cold weather. We will come take a look at this for you once **** is available which should be in the next couple of weeks, but since we have not been at work the past 2 weeks there was a delay in response and we need to catch up on stuff that we were not able to get to these last two weeks.Customer response
01/22/2024
Complaint: 21174115
We are rejecting this response because: I appreciate the reply but still have concerns. We do have a heat register right below the windows and whether the curtains were pulled or not (they were not and are left open during the daytime always for the sun light) the heat should blow up on the windows. Understand everyone has been sick and the weather hasn't helped. Having the cold air come in hasn't helped our health or probably electric bill either and especially when we thought this problem was taken care. It is just very frustrating to know a company couldn't contact you within a reasonable time which was demonstrated the first time with the company. Realize the weather could be a factor now too so how do we get this resolve? Thank you very much.
***********************Initial Complaint
11/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
12/9/2021 - Request via e-mail that someone come out and look at the window they installed because of leaks and they agreed someone would come out.1/5/22 - Followed up because hadn't heard anything since 12/9/21.1/6/22- Replied via e-mail that they would send someone out tomorrow. 1/11/22 - Did check window and agreed there were leaks and trim needed to be replaced but couldn't fix until spring because of weather.5/9/22 - Followed up via e-mail because hadn't heard anything and weather had improved.5/24/22- Received e-mail saying they could probably come Friday but I replied can't do because out of town.7/5/22 - Sent e-mail asking if we were on their schedule since I hadn't heard anything.7/25/22 - Sent email since no reply from my e-mail of 7/5.7/25/22 - Received reply via e-mail they had been busy and couldn't come for another 4 wks. because of fair and staffing problems.9/1/22 - Sent e-mail now that fair was over and had been more than 4 wks. when were we scheduled?9/27/22 - Sent another e-mail wanting to know when they were coming out.10/4/22 - Sent another e-mail we need to take care of before weather changes.10/12/22 - Received e-mail that they could come out 10/18. They called on the 18th and couldn't make it because they had a big install and that person was leaving for ******* and wanted to get done before he left. So we rescheduled for the 24th which they didn't keep that date either.10/28/22 - I sent e-mail saying since you didn't make it on the 18th or 24th how about 10/31 or 11/1. 10/31/22 - I left a voice mail message about 8:30am asking what time they would be out so I could arrange my schedule. It is now 4;28 PM and haven't gotten an phone call or e-mail.Patience have run out. Cannot do business or recommend this company not so much for the product but their customer service and taking care of their product after installation. Not sure they can fix the problem now because the weather will be changing.Business response
11/02/2022
We have had this scheduled a few times in the past couple weeks, and unfortunately things came up, and we were unable to do the repair. I was out of town the last 5 days, and advised **** our installer/repair guy to contact the homeowners, and get it done while I was gone. I apologize that he did not call, but it sounds like he has spoken to the homeowner this morning, and will be doing the repair this afternoon.Customer response
11/03/2022
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.
Sincerely,
***************************
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Contact Information
10202 Douglas Ave
Urbandale, IA 50322-2009
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Get a QuoteCustomer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.