Complaints

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Business owner came to our home to repair a broken window balance system and replace some glass. Window balance wans't properly repaired and windows do not close. Business owner scheduled time with the tenant to return and repair the broken window but didn't show up. 6 months later he once gainscheduled time with the apartment owner to repair the broken window and once again didn't show up. Many attempts to call him were made to no avail. THe only time he answered the phone in both occasions he used the same excuse that he was at the hospital, ,even though we could clearly hear noises of a work site around him.

  Business response

  09/10/2024

  This gentleman is all upset. Based on mechanical pots, the warranty was on thermo pane windows, not replacing me mechanical pots but thermal pane windows that would fog up. So I gave them a warranty on replacing the window pots to to Make his windows a whole lot clearer when he looks out the windows. I did everything I possibly can to make this gentleman happy. He is expecting more than what the arrangement is.

  Customer response

  09/11/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I appreciate that I am finally getting a response from ***. I am indeed upset. I am upset because on my invoice, I have a clear statement that the repair included the balance system for one of the windows and the replacement glass for the others. In the invoice he very conveniently marked the balance replacement as "free", although this was the principal reason we had his visit. I am also upset because this was the MAIN reason we decided to address problems with the windows, since the window whose balance system is broken leads to a fire staircase, thus exposing the apartment to intruders. 
  When the business owner visited our apartment he was very assertive about his capacity to fix the issue. Not only did he fail to do so, but also failed to organise with our then tenant, who reported he was unclear in organizing a visit and, when agreed on a time, he failed to show up, claiming he was at the hospital. With the tenant leaving, we had an opportunity to address the issue with no impact for another person, so we organised another visit for the 4th of August, which he again failed to attend to, coincidentally citing the same reason (while it was clear from the background noise that he was not where he claimed to be).
  Regardless, what upset us the most is that our repeated attempts to reach out to him were ignored, leaving us witha 1500 dollars deficit and a window that still won't close. 
  I must add that for the past week since he stood us up we have remained available for him to come up with another time to visit and perform the repair, but he will not respond to our calls or texts. That's a clear leack of professionalism and a disrespect to our time and to the curteous way we have treated him.

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Andre

   

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩