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Complaint Details
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Initial Complaint
09/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Called them in an emergency when basement windows were leaking, pouring water into the basement. *** took a deposit from me on August 15, 2023 of $1138.86 and said they would have windows cut and put in. *** finally called me again on August 23rd and said they were still waiting on the windows. After hearing nothing more, I called him on September 6th and inquired as to what was going on, because there was still water coming into the basement. He then informed me it would take 3 to 4 months for them to put our windows in. I asked for a refund on my deposit. He begged me to give him a little more time, and we began texting. He asked what the absolute deadline was for them to put the windows in. I told him the absolute latest would be the coming week (Sept *****.) He said he would see what he could do and if it was not possible, he would issue me a refund. On Thursday, September 14th, I still had heard nothing from him, so I texted him again. He told me they would be having a meeting the following morning (Sep 15th) and he would have an answer for me that afternoon. I again heard nothing. I reached out to him today (Sep 18th) and he told me he was out of town and "they'll probably issue you a refund." I was put in contact with his manager, who refuses the refund because they "paid for the windows already." All I want is my deposit back. I have, in text, *** agreeing to refund me if they could not put the windows in on the week of the 11th.
Business response
09/19/2023
Hello,
Our General Manger *********************** has reached out to ******** in an attempt to resolve the issue and develop a plan of action. We will be prioritizing getting this customer taken care of by the end of the week and will be installing this customer's project based on the conversation that **** has had with her. The customer has agreed to let us install windows, *****, covers and the remaining signed contact by the customer.
Customer response
09/19/2023
Owner has reached out to me and said the work will be done this week and has apologized profusely.Customer response
09/19/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.
Regards,
***************************
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Contact Information
Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.