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Complaint Details
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Initial Complaint
06/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I am trying to reach nusash to get information on a window replacement. Every number I call is not in service. If you can provide any information it would be appreciatedInitial Complaint
08/29/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased windows and sliding doors for my home in ****. It came with a lifetime warranty for materials and craftsmanship. My windows have something in between the panes of glass that cannot be cleaned. *****, at NuSash, says the panes need replaced and it would cost $2900 in labor. This was in May 2023 after a couple of months playing phone tag because he has a restricted number, and scheduling ***** to come out and measure my windows. ***** and I disassembled several windows to take measurements for new panes. This took less than 1 hour. I could change all the panes in less than 4 hours. I questioned why $2900 in labor? We finally agreed to NuSash providing the replacement panes at no cost. I will have them installed. I have a voice mail recording from ***** telling me that he would be ordering the panes. This was in May. He returned my call I made to his assistant today, 8-29-2023, for him to call me with an update and now he says that he did not order the panes and doesn't remember and hangs up. Then I send him the voice mail recording that he sent me in May saying he was ordering the panes and he says he has covid and cannot help me and hangs up. Ridiculous! The only reason I got ahold of him today is because his assistant quit and she gave me his restricted number, ************ This is likely my only last hope to get these windows fixed by NuSash. Can you help?
Business response
11/21/2023
NUSASH has a LIMITED LIFE TIME WARRANTY on our window installations that allows for no charge for faulty materials but does specify that there is a charge for truck stops and labor for replacing faulty materials.
Initial Complaint
08/29/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
In May of 2020 I purchased new doors from NuSash of Indianapolis with a lifetime warranty. Original down payment of $997 was made on 4/27/2020. The remainder was paid when the invoice became due. Invoice number was ******. I am working with my bank to find the amount paid but I believe the total amount was between $2,500 - $3,500 for 2 doors.NuSash committed to a lifetime warranty to fix any defects. In early *********************************************************** that the door was installed improperly as they used *** under the frame of the door. The *** has been soaking up water and rotting the doorframe. If it continues to remain as is the new flooring will be damaged as well do to the water damage. Furthermore, around that same time water began to seep between the window panes. I immediately called and emailed them to resolve. After multiple phone calls and emails the company has not yet scheduled a time to fix or replace the door. The company refuses to schedule a time to fix it. Each time I call I am told to call back in a week or given an excuse as to why they are unable to come out in a timely manner.I am requesting the company honor the lifetime warranty to replace/fix the door as it is damaged and/or repay me the amount of the door and I will get another company to do the work.Business response
09/06/2022
The company has resolved the issue with the consumer.Customer response
09/09/2022
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.
Note: *********** did resolve the issue; however, they showed up unannounced to my home causing me to rearrange my schedule. This company is in serious need of an organizational overhaul.
Regards,
*************************
Initial Complaint
07/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We had Nu-Sash put in for all of our 19 windows back in the fall of 2008. They have a lifetime warranty, so when we needed some panes replaced, we called. It cost $89 just to have *****, the service manager, come out to check and measure.They sent me a quote a week later for the "free" glass and installation. The 1/2 day job install job was almost $1,000. I declined their $200+/hour labor and asked to just order the glass and I'd install or have installed. I was told that would void my warranty to which I replied it would not. Nothing in their warranty says I must use them for installation. In fact, their installers are contractors and not even Nu-Sash employees.I ordered the windows 3/10/22. I called again 4/26/22 and was told by *****************, the owner, they didn't realize that's what I wanted, even after being told by *** on 3/10/22 he would have ***** order them that same day. I asked for proof they have had been ordered. No such proof has been sent.Emailed *****, the service manager, on 5/31/22 with no response. I called again, 6/24/22 and again spoke to *****************, the owner. He says they've been ordered but again would not provide any proof they had been ordered. Now says could take 4-5 months.It's been over 4 months since the windows should have been ordered. They either need to replace the glass or replace the 9 windows that are under warranty.Business response
09/06/2022
Company has resolved this issue with the consumer.Initial Complaint
07/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I signed a contract W/Nu Sash windows of Indianapolis I bought 2 windows they were to get made be installed I did this on 8-20-2021. When I was doing this I asked the guy will these be done and in by Christmas he said oh ya no problem, I told him good cause my kids were coming home and wanted them done before then. I put $700.00 Cash down with the remainder to be paid at installation. Christmas came and went w/ no windows finally I believe in March between me and my daughter we had made enough phone calls to them and complained that they finally installed the 1 big window, because we had been told they don't like to install just 1 they want the whole order before they do it. They had kept saying the window ppl didn't have the materials to make them and that's why it was taking so long. Now here I am July they keep saying since were just waiting on window then my daughter called on June 2nd they told her the window was supposed to have been on the truck they were trying to find out why it wasn't. My daughter has now been trying to call them for a week and there is no answer no answering machine to leave message. We don't know what's going on but.. I DO KNOW ALMOST 1 YEAR AND I STILL DON'T HAVE BOTH MY WINDOWS SO I CAN BE DONE WITH THESE PEOPLE!!!!! They have been rude on the phone they have hung up on my daughter. The man that calls himself the manager he's an older man I believe his name is *** ********* has yelled he hung up on my daughter and when she called back and asked why he hung up on her he stated I have Nothing else to say what do you want me to do? My daughter told him well that is one h*** of a way to run a business now isnt it! when they answer the phone they don't even answer it NUSASH how can I help you it's a simple hello and you have to ask if this is Nusash.Business response
07/11/2022
Her window is in our warehouse. It just arrived this past week. We, like a lot of companies, are having labor shortages. As soon as we can get it installed we will.Customer response
07/12/2022
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,
*********************
They called and the window will be installed on Friday 7/15/2022, they say. The managers *** and ******** were very rude, but we did come to an agreement. So as of now I guess this issue is resolved.
I do not recommend this window company to anyone!!
Initial Complaint
05/31/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Contracted to install new soffit on my house. After a few days the soffit began separating from the house. The first 4 calls the installer was blamed and I was told he would be back to repair the problem. Then I was told the installer retired.I called again and was told by a female employee that the service manager would call me... In 6 weeks. I developed a serious medical condition and called back 5 weeks later and the same female yelled " I told you 6 weeks" and hung up on me. The following week my right leg was amputated and I developed cardiac issues so I had bigger problems to deal with at the time.I have not heard from NuSash since April of last year and the problem is getting worse.Business response
06/24/2022
we will reach out to customer by end of next weekInitial Complaint
05/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased windows for my home all windows are good except my picture window that NuSASH replaced with me paying a deductible which the same window has developed the same disease as the one NuSASH replaced I contacted NuSASH and is constantly getting the run around I dont feel I should have to pay another deductible for another window the resulted in the same problem please helpBusiness response
06/24/2022
We will reach out to the customer within the next week and try to get this settled.Business response
06/24/2022
The service department reached out to the customer and offered to replace the glass for only a small service fee and the glass would be free. Customer refused.
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