ComplaintsforNESCOR

• Initial Complaint

  09/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Installation date 1/8/2020 Total payment $9000 3 exterior doors were installed with a lifetime warranty. During the 1st week of July 2024, I noticed that the door frame on one of the doors was warping and called NESCOR to report the problem. I left messages with the person answering the phone, and was promised a return call. Not getting a response, I tried again on 7/17, 7/19, 7/22, 7/25, 8/2, and 8/12 without success; always leaving a message and getting a response that the product manager was very busy, but would return my call. On 8/23 I finally received a call from a new hire who explained that his job was to follow up on customer complaints. I emailed him photos of the warped frame and on 8/23 he responded with and email that he would meet with the production manager and get back to me by 8/27 "at the latest". I have not heard from him again. Subsequent calls are no longer answered by a person, but go directly to voice mail, requesting a message be left. I have left 2 messages, without a response. Also, I have not gotten responses from the new hire to emails I've sent requesting status on my issue. I am looking to have NESCOR inspect the defects to the door frame, and honor their warranty.

  

  Business response

  09/18/2024

  I will have the production manager reach out to the customer 

• Initial Complaint

  09/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Sept 8th I closed my window after cleaning it and it shattered. I have a lifetime guarantee. I have called everyday and have submitted two emails with photos and the information from the window. I have emailed service and marketing. I have not gotten a response or been able to talk to a person. There is nothing on the website . I can not find any information on PA North East Specialty group DBA Nescor. Please advise on how to proceed. I need a window.

  

  Business response

  09/18/2024

  Briant has reached out to **** on -13-24

  Customer response

  09/18/2024

  
  Complaint: ********
  
  I am rejecting this response because: BBB has spoken to the consumer, she received a message from Brian on her voicemail, when she attempted to call him back there was no option to enter his extension 113. The consumer needs a more direct method of contact, or another call.
  
  

  

  Business response

  09/30/2024

  BBB was able to confirm that the business has been in touch with the consumer, and that someone will be going to her home on 10/14/24 to measure her windows.

  Customer response

  09/30/2024

  
  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,
  
  ***** ********

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On February 29 we signed a contract and loan agreement with NESCOR. It was a high pressure salesman. We changed our minds and called the salesman back on the 29th to cancel the agreement. He informed us that we could cancel by Monday March 4 with no problem. The head of sales called on the 29th of February and set up March 3 to meet with us and sign contract cancellation documents. We were assured all money would be returned in 7-10 days. The credit card refund of $1000 took about 3 weeks. The loan company ******** sent NESCOR $22,744.50 from our loan account. This money has not been credited back into our loan account. Its been almost a month of waiting. I have called the NESCOR office 3 times and have left messages and never received any call back.

  

  Business response

  03/28/2024

  We do apologize that there was a delay in the return.    We are in the process of refunding your ******** and will email you the return.

  Customer response

  03/28/2024

   
  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,
  
  *************************

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contract date 11/19/2014 for $16,500 Complaint is for failure to fix repair or replace a (large Heat Shield Brand 3 lane slider window assembly that has seal failure In all 3 panes! This window unit was sold with a lifetime guarantee. The roofing job that they installed also sold with a lifetime, workmanship and material warranty is leaking. It has failed in less than a 10 year period from date of installation. A roof inspection by 2 companies revealed miss-nailed shingles which demonstrates poor quality workmanship. Two lifetime warranty skylights they installed also show signs of leakage on the ceiling A more detailed inspection after removing warped fascia trim boards revealed The roof has been leaking, undetectable for a while now and has caused mold and mildew issues, as well as interior, wall ceiling and floor damages and continues to do so.After 2 visits The company took some measurements, did a quick inspection on the roof and has not yet contacted me by phone or in writing as to when it will take appropriate action to do the repairs to the roof and fix all other damages caused by their work.Due to a disagreement of views, they have hung up on me twice and am now seeking legal action against them to remedy this nightmare! If anybody else has issues with this company, please text contact me at ************

  

  Business response

  02/07/2024

    Regarding the seal failure, ************************** altered the window by cutting into the window and putting a piece of flashing on. Any alterations to the windows voids the warranty and can cause various problems and we believe this is the case. In the interest of maintaining customer satisfaction, we are willing to replace all three pieces of glass and have already pleased the order. This will be a one-time resolution.
  
  Regarding the roof and Skylights. ************************** agreed to have our production manager come out to his home when he had a contractor come out and remove his soffit and fascia. ************************** failed to contact us. As of today, we are still waiting for a report from the contractor.
  We also must note that ************************** had a hot water take blow up causing damage, for which we are not responsible.
  ************************** did speak with our Production manager, in which the conversation became heated, and ************************** was yelling and using profanity. We are more than willing to have a calm conversation with ************************* at a time that is convenient for him.
  

  Customer response

  02/07/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  First of all in regards to the window installation Nescor was responsible for the removal of the old window unit and wooden trim molding, which they replaced with their supposedly state of Art window unit. Which they installed, flashed and trimmed with color coating, flashing trim. Why they find it necessary to fabricate  lies sugar  coat and cover up a defective window unit. I have no idea. 
  

  I suggest if you bought a heat shield window that you look really close at it in the daytime for bubbling and striations happening. If it happens to one that usually happens to more in production process.

  Also, the subsequent work I had performed on my building That exposed serious issues with their roofing job. Installation was not something I was planning to find, according to their inspectors review. 
  if they dont accept my documentation, they are welcome to open the soffit or fascia back up on their cost and see for themselves. 
  

  also, this shocking accusation about a hot water tank. Exploding is a total fabricated lie. The unit that is in there is close to 20 years old. It can be documented by the serial number on it and also the person who installed it.
  Nescor I welcome you to document and substantiate your claims with pictures, documents and fax and not just a fabricated story to cover up poor workmanship

  Nescor the sake of your companys reputation and your souls take responsibility Please stop incriminating yourselves, and your employees and fix the issues without coming up with false claims accusations and excuses.

  As I said, in the letter I sent to them, im willing to work with them as long as they will honor their salesmans Wendells word and their lifetime warranty on products and workmanship. I have still no update in writing on when the window will be repaired, which would be the first step in making things, right.

  Sincerely,
  
  ***********************************

  ************

  

  Business response

  02/20/2024

  Our General Manager has reached out to Mr. several times and we have not received a response as of today. If you could have him reach out to ***** at ************.

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was never told I had three days to change my mind regarding a $35,000 loan. I was only told sign here and here if you agree with this. I was informed by a voice message I couldnt get the loan, so there was some confusion. I did call and no one called me back I called again and no one called me back. By the time I was finally able to talk to someone about postponing and she sent the ** **** to my home I had asked to postpone for a few months due to financial burden. Instead, when **** entered my home, the first thing he did was who to verbally threatened-to go to court and lose my home if I did not agree to a loan for my roof, I had no other choice, I was scared of losing my home if i f didnt agree to sign. I can not afford a lawyer. All I was asking for was time. During this visit, I also informed **** that I could have it done much cheaper. He agreed to lessen the amount. During the initial visit, I was told that only NESCOR did the work This job was outsourced to Company call *** ******* *******-speaking gentleman only partially. They had no paperwork regarding my home. A few days before the job I had called again asking to postpone a few days to a week due to a court appointment for my child. Again they made me speak to the vice president who raised his voice at me, and told me to stop talking and listen and told me what he was going to do had no care what I wanted or needed.I am very disappointed in the job they left a large mess they didnt clean up. They broke wood on the upper part of my porch. They ruined the paint on my porch. They never rinsed any of the dirt off of anywhere. It was a terrible job. the shingles do not match on the top of my roof. There are red ones were there should be black and gray. This pressure and threatening to me to have this roof done so quickly was unnecessary. My roof is NOT flat. I told them while replacing and was told no it ok for all this money and a new roof it should be perfect. I am very sad and scared.

  

  Business response

  11/06/2023

  ******************* entered a contract with NESCOR on October 2, 2023, (a copy of which is attached marked exhibit A). The deposit of $1500.00 on the credit card was declined. On October 3, 2023, ******************* signed her finance with Service Finance. On October 9,2023, ******************* called in and wanted to cancel the order, which was out of recession. ******************* was given her copy of Three Days Right of Recissionform, which she had signed (see attachment Exhibit C). 
  On October 16, 2023, we had an appointment with ********************  At this appointment ******************* was given all her options, due to cancelling out of recession.
  1.We can move forward with the sale.
  2.She can buy out the contract at 40% of the value.
  3.We can speak with her attorney to negotiate the contract.
  ******************* chose to move forward. Our Rep **** gave her an additional discount of $10,739.00 (see attachment marked Exabit B). In addition, we did not require a deposit, which is normal practice. Our Rep **** was in her home for 30 minutes before they even began to talk about the project.
   The installers took extra care of the removal of her slate roof due to ******************* wanting to keep the slate. This caused us more money in labor at no charge to ******************. The roof color is black, ******************* did not choose red. ******************* spoke to *****, our Construction Manager, and she stated she was overall happy but wanted an apology from ****. 

  Customer response

  11/12/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  service finance did not in fact go through until sometime after the 3 day period. 
  I will state again I was never told verbally about this 3 days to change my mind. 
  I called to discuss this issue. I never got a call back regarding the first call when I wanted to cancel. I called 3 different times and nobody called me back. 
  I never asked for an apology from **** in fact I asked if he never contact me again. Then he called again leaving a message. 
  yes the roof is black but there are obvious reddish shingles near the chimney. 
  the contractors may have been gentle with the slate but left a huge mess around the house following the project. 
  I felt threatened the way **** had his offers of you can lose your house because we will take you to court. I dont have a lawyer. 
  I received low quality work for mid amount of pay. 
  what I want is a discount for the mess and threats that I had to deal with. I am extremely unhappy. I wanted to wait I was forced to do something I wasnt ready to do. 
  I made it clear on the phone I wasnt ready. I made it clear to **** I wasnt ready but he didnt care and and kept pushing or I would have paid for nothing and possibly lost my home and I cannot afford to pay for nothing either. **** can show you paperwork I cannot back up how rude and disrespectful he was in how he told me the choices. What choice was I left with. 
  I want a discount I feel thats fair. 
  or one year no payments maybe. 
  I am a single mother with two teenagers at home what am I gonna do with the chocolate they sent me. Is that going to feed my kids. 
  to NESCOR what I want is a discount for this work that I was forced into having that is not true quality work not worth the price I have to pay. 
  
  

  
  Sincerely,
  
  ********************************

  

  Business response

  11/16/2023

  We are looking to have the homeowner kindly reach out to us to discuss this further.  ****** from our office left her a message today asking for a return call to ************ to discuss her concerns.  I will also send her a direct email asking for her to call him.  

  Customer response

  11/17/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  First off let me remind everyone that I was threatened to have this job completed. This job was rushed and forced upon me to be completed. I wanted to wait to have it done I did speak with ****** today discussed I wanted a discount he told me I had already had a discount, although it was not a discount that I had what I received was low quality cheaper, shingles tiles and workmanship. thats what made the price difference not a discount I reminded him that in the beginning of this entire process I wanted to wait to have the roof installed until possibly the summer months when I could afford it. I will continue to say that my roof is not the quality roof worth $22,000. I would like a refund of seven to $8000 or NESCOR can come and finish the rest of the roof on my house With no charge. I cannot believe that they would have charged me $35,000 and left my roof looking as poorly as it does now they are saying it is structural underneath but for $22,000. They should have fixed that or charged me a lot less. It seems every time I talk to someone at Nurse for it. Is somebody different talking with them? Has been difficult to work anything out or be satisfied in any fashion I did not get a quality roof for what I have to pay for. come and see apparently NESCOR doesnt care enough to come and see the poor job that they want to call theirs. 
  
  Sincerely,
  
  ********************************

• Initial Complaint

  08/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I cancelled an order for a front door and storm door on 4/17/23. I have yet to receive a refund for my deposit of 1684.00 despite emails and phone calls asking for the refund. I keep being told they will mail it, but nothing has arrived.

  

  Business response

  08/29/2023

  We have spoken to Mrs. and explained that the check was mail on 8-16-23.  She  is going on vacation and will have her son check the mail.  If he does not received the check he will call us and we will re-issue a check.

  Customer response

  09/02/2023

   
  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,
  
  ***********************************

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Only 2k characters. I bought & had installed 10 windows & a slider door from Nescor in 2007, came with a lifetime warranty. In 2013, a bedroom window spontaneously exploded, I contacted Nescor & was told that their supplier Kensington had filed Chapter 11 Bankruptcy in 2008 & all warranties were no longer valid (told them I had no knowledge of this). The customers will now need to pay a portion for the replacements. I agreed, paid & had it replaced. At this same time I had the serviceman look at the another window in the same room & asked it was discolored. I was told it was probably from the gas inside it & nothing to worry about.June 2022 a 2nd window spontaneously exploded & I contacted Necor for a replacement. I also inquired why this is happening, if it will continue with all the windows, patio door & wanted the door checked because the sliding & locking is worsening. 2 servicemen came out in August (after a no call no show in July), took the sticker off the broken window, checked the slider & stated theyd put the order in & fix the door when they returned. One year later, neither is replaced or fixed. I've made many calls during this time. Ive been told 4-6wks for replacement multiple times, then due to Covid we arent sure (understandable except at that time it was 2+yrs post 1st wave), then were going to seek ligation with supplier (#1) because many customers are waiting, then were in ligation our hands are tied, then weve found another supplier (#2) but theyre behind as well, then supplier #2 had a fire & now theyre further behindbut the order is in & itll be 4-6wks for arrival. When asked about the slider, they didnt have it on file (that serviceman was no longer there) so they sent another in May 23. He looked at all the windows, door & put in 4 requests. Still no replacements & the slider isnt fix. Today the GM claims he'll put in the 1yo replacement order & have it in 3wks but Im not allowed to replace it myself & be reimbursed by Nescor.

  

  Business response

  06/22/2023

  We totally understand Mrs. ******* frustration and we too share these feelings.  It was never our intent to upset *********************** We sincerely apologize for the extended time and issues she has endured. Yes we are two years out of the pandemic but that does not mean that all of the pandemic related issues have been solved.  It took a real toll on our industry and while that is not Mrs. ******* issue but an internal one, it still is the reality of the situation.
  
  While we once had a very good relationship with our manufacturer of over 25 years,they are a huge part of our supply chain issues and we no longer have this same relationship because of these ongoing issues.   We have tried to resolve this but unfortunately it has negatively affected our customers like *****************. We have gone so far as to try legal avenues as well to help put some pressure on them. We do not like falling short of our customersexpectations and take this very seriously with our focus each day to turn these events into positive ones.  
  
  ALL of our windows are custom made including the windows that are installed in Mrs.******* home so no, she would not be able to go to ********** or any glass company for replacement glass.
  
  We now have a new vendor that can reproduce the exact glass for the windows.  Perhaps we should have tried this avenue first so ***************** would not have waited so long but unfortunately this was not the case, again our issue not Mrs. ************** So our telling her we can get her glass pack in 3 weeks now is not us trying to deceive her but trying to limit her continued wait time. Unfortunately, we will have to go out and re-measure the window for the new glass pack.  As soon as we have the measurements we will put a rush on said glass pack. We should have them in 3 weeks. 
  
  Once again, we apologize for the inconvenience and will work hard to resolve this issue.
  ...

  Customer response

  08/14/2023

   
  Complaint: 20215736
  
  I am rejecting this response because:

  
  Anyways, Its now been over a year with a broken windowto be clear it exploded& since the first measurements were taken. On Monday itll be 14wks since the second measurements of that one, others that have gas leaking out & the slider door that also needs repairscausing me to file my BBB complaint. Now, its been 5.5wks since the third measurements & not one single form of communication has been made by them. I was told they found another supplier so itll be 3-4wks.same as the other times & here I am still waiting over a year later. 
  Sincerely,
  
  *****************************

  

  Business response

  08/14/2023

  We Have received her glass but one came is broken they are reaching out to today.

  Customer response

  08/14/2023

   
  Complaint: 20215736
  
  I am rejecting this response because:

  NO ONE from Nescor contacted me to notify me that:

  1. The product(s) has arrived & ready for install - BBB rep did that.

  2. A portion of the replacement was damage - BBB rep did that.

  3. When said replacement would be reordered & shipped - Myself & BBB rep awaiting a reply.

  4. When they planned to repair the broken slider door - Still awaiting for a reply.

  This is COMPLETELY UNPROFESSIONAL & UNETHICAL on Nescors part. Nothing but excuses & empty promises for over a year now. Theres absolutely no way one company could be this unlucky with 4 suppliers of windows3 in the last year. Either youre choosing the wrong suppliers or youre not being truthful! Either way, its been OVER 1 YEAR, 3 appts to remeasure, Im STILL throwing $ out a broken window, others have gas leaking out which means they too may explode at anytime & not even the slider door is fixed! Maybe Consumer Relations would be a more appropriate avenue. 
  
  Disgusted,
  
  *****************************

  

  Business response

  08/14/2023

  We have just set an appointment with Mrs. on September 18 at 9:00/10:00 am and we will have all the glass packs.  We will also bring wheels out for the sliding glass door.

  Customer response

  08/15/2023

  Per the *************** when I asked to speak with a mgr since ******* could only schedule my install a month later, they received my order on Wednesday (last week). I find it suspicious that it arrived (5wks after my 3rd measurements & 2wks after the quoted delivery) that day. ***** also promised to call me weekly with an update & I havent heard from him since 6/21/23 (when he ordered everything) until now when I reopen this complaint. Then he proceeds to tell me he knew nothing about my patio door slidereventho Ive been reporting it since Aug 2022. The last two service techs who came to remeasure the windows & check the door in May 2023 & July 2023 have documented the findings of the door on the invoice WITH the window measurements. Since Ive lost all confidence in this company & its office staff, Ive reported my compliant to the Consumer Relations of ************* because I foresee no end to this nonsense since BBB is in no position to force Nescor to replace or fix what they had someone else install.

  Customer response

  08/15/2023

   
  Complaint: 20215736
  
  I am rejecting this response because:
  Per the *************** when I asked to speak with a mgr since the rep could only schedule my install a month later, they received my order on Wednesday (last week). I find it suspicious that it arrived (5wks after my 3rd measurements & 2wks after the quoted delivery) that day. ***** also promised to call me weekly with an update & I havent heard from him since 6/21/23 (when he ordered everything) until now when I reopen this complaint. Then he proceeds to tell me he knew nothing about my patio door slidereventho Ive been reporting it since Aug 2022. The last two service techs who came to remeasure the windows & check the door in May 2023 & July 2023 have documented the findings of the door on the invoice WITH the window measurements. Since Ive lost all confidence in this company & its office staff, Ive reported my compliant to the Consumer Relations of ************* because I foresee no end to this nonsense since BBB is in no position to force Nescor to replace or fix what they had someone else install. They can still keep the install appt & maybe theyll show up with EVERYTHING & installed correctly after all this! I can only hope the remaining windows dont explode so I dont have to deal with Nescor again!
  

  Disgusted,
  *****************************

  Customer response

  08/16/2023

  Just so youre aware ***** from Nescor just called me to tell me: he doesnt like the tone of my responses, wants to move forward in a nicer tone, he doesnt want to see anymore negative replies, hes doing me a favor by ordering my glass packs because I no longer have a warranty & stated he wont install them if I cant agree to be nicer. So basically, hes threatened me with an ultimatum of yes or no when I wouldnt give him a yes or no. I told him I cannot agree yes or no because I only have an upcoming appt, which his techs can not show up for. Im rightfully disgusted by their handling of this for over a year. Yet another reason a file/complaint shouldnt be closed until both parties come to the conclusion its finished to the satisfactory of the customer or one party doesnt respond back. I find it strange, yet AGAIN, as soon as my file is closed, they call. 

  

  Business response

  08/16/2023

  We have suggested that ***************** retain counsel.  We have attempted to offer her resolution (I have 80% of what she needed currently in my warehouse, one broke on delivery) with items that are out of warranty from a company that has filed bankruptcy and yet she continues to be abusive and rude.  We didn't have to attempt to help her at all, and now we are done.  Should she continue to disparage this company and harass my employees, I will file suit against her for harassment.  

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 3 doors from Nescor approximately three months ago. Everything was going well. They sent the first guy out to get the measurements the following week they sent another guy to double check the measurements colors, hardware, etc. Installer realize one of the doors on the paper work did not match the original paperwork. So he made his changes double checked everything and said this the reason I come out to make sure everything is put in order. Doors was put in to order, a $5000 deposite given for the ordering of the materials through greensky. Nescor did not put changes in and window order was put in. It never was corrected so they brought a door that was not the right door in color. The installers did not notice this even though they told me they double checked the paperwork and everything was all set. Long story short it wasnt. They finish installing all the doors and left my screen door in the front completely bent open and not be able to close whatsoever. I reached out to Nescor and they put in an order for a new door and told me they will send someone down to fix the screen door when they install the new door. The new door came in. They said the guy down to switch out the door panels which was a completely different color And they try to get away with it. I did not except it and had them come and install the new door which was a nightmare you could see the light you could see the unprofessional work that was given to a customer paying $10,000 for doors. Every time I try to get a hold of someone from Nescor that person does not work there or is not there anymore. This is getting out of control. I will not release the remaining money until all work is completed professionally and inspected by the town like they agree. I am more nervous about my warranty and guarantee for these doors ever again I cant get a hold of them now I probably wont be able to get a hold of them after I pay them thats why the work needs to be done 100% no if Anns or butts

  Customer response

  05/31/2023

  BBB spoke directly with the consumer to clarify his desired resolution.  He advised that at this time the correct door was installed but he is unhappy with the actual installation of the door.  He has advised that he is also looking for them to repair the screen door that was damaged.

  

  Business response

  05/31/2023

  We reached out to the customer on 5-30-23 by way of text he responded back to us and  sent of photos by way of text at 10:34am.  Today at 9:03 *** in the service department called Mr. to set a time to go out to his home to fix any imperfections.  Once the customer reaches out to us I will update you with the date and time of the appointment. 

  

  Business response

  06/07/2023

  We have reached out to the customer due to we have the parts we set a time to go out on June 16th at 9am, he is not sure if he can be there so he is trying to get someone to come to his house to let us do the repairs

  Customer response

  06/07/2023

  BBB was in contact with the consumer.  The business has reached out to the consumer and they are working together to find a date that will work for them to come out and rectify the issue.  

• Initial Complaint

  04/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3/13/2023 I was given a quote for a roof job. They quoted me something around $81,000, but offered me a rebate which took off over $25,000, but only if I signed the papers right then and there. I read the paperwork and saw I had 3 days to give them notice of cancellation so I decided to play the game and gave a down payment of $4,677. Directly afterwards I ran these numbers with some people I trust and they all said it was way too high. I gave them my signed notice of cancellation in writing on 3/15/2023, which states that "any payments made by you under the contract or sale will be returned within ten business days following receipt of cancellation notice." On 3/31/2023 I called to ask why I had not received a refund on my credit card and the person stated they would start the paperwork (just starting the process and not honoring the 10 business day refund agreement). On 4/4/2023 I called again and asked to speak to whoever handles billing. I got a voicemail, left a voicemail asking for a callback, but they never bothered to call me back. On 4/6/2023 I called again, was told the billing person was away from her desk and to leave a voicemail, to which I stated I had already done that 2 days prior and never received a callback. I demanded to speak to somebody and was connected to the billing person. She stated that she had processed my refund that morning, and had no explanation as to why they don't honor their 10 business day agreement on refunds and why they would just be going it now after 15 business days. It is now 4/12/2023 and I still have not received a refund.

  

  Business response

  04/13/2023

  We generally do return deposit in 10 Business Days.  They return has to go through several people.  We apologized for the delay.  His monies was return on the 6th of April I have attached a copy of the return   

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April of 2022 when I had a contractor out to discuss redoing my kitchen. I told them the windows were new (installed by Nescor in January 2020) so those would not need to be replaced. The contractor immediately said 'you know that window is crooked and unlevel'. It was unlevel and leaning toward the outside. We looked at the picture window which now has rotting wood from improperly installed rain drip shield, it was never properly insulated and the window itself was never properly installed (held in by spray foam and finishing nails). I called Nescor on 5/18/22 and was told the Service Rep, Ray would call me back. I had to call AGAIn on 5/20/22. Finally Ray came out with a crew on 6/10/22 to fix the bay window (which they acknowledged was hung wrong and all finishing work was bad. They found no insulation around the picture window and agreed it was wracked from improper installation. They measured for a new window and Ray said it would be a couple months. We are STILL waiting for the picture window. Still dealing with Ray and emailed many times. Unfortunately Ray is no longer there and now there is Ruben. They put a temporary fix of insulation around the window until the new one comes in but it has been 11 months since I was told I would get a new window. On 2/7/23, Amy told me they expected to have the window in end of that week. I reached out 2 more times before she responded on 2/20/23 and told me the window has not arrived and that it could be a few more weeks. I sent my last email on 3/2/23 asking again about the window and letting them know if I did not have the window installed by 3/31/23, I would be filing a complaint. I have heard nothing. It should not take more than a year to get a window installed for a current customer. I am sure their new customers are not waiting this long or they would not still be in business. I want my new replacement window, installed correctly, insulated and wood trim replaced.

  

  Business response

  04/05/2023

  We have been trying to reach out to the customer.  We are also working with the Manufacturer.  If you would reach out to the customer and have her contract us.

  Customer response

  04/06/2023

  
  Complaint: ********
  
  I am rejecting this response because Nescor has both my email and my cell phone number but has not contacted me since 3/2/23.  I have heard the same response from them since June of 2022.  I am still waiting for the window.  They need to provide a definite date of install.
  
  Sincerely,
  
  *****************************

  

  Business response

  04/12/2023

  We have reached out to the customer and have set a service appointment for Friday April 14th at 10am

  Customer response

  04/12/2023

  
  Complaint ********
  

  It is correct I have an appt on 4/14 at 10am for the window install but I will not accept the response until they show up and the window is installed satisfactorily and the rotted woodwork is replaced.  

  
  Sincerely,
  
  *****************************

  Customer response

  04/25/2023

   Unfortunately Nescor did not come out on 4/14/23.  I waited until 10:30 before calling them and didnt actually get someone on the phone until 12:00.  They first told me there was a mix up in the schedule and then 5mins later said that my window is not in.  The production manager was on the phone as well and he promised he would look into it and call me back.  I gave them until end of day on 4/17 or I would take further action.  The production manager and I finally spoke on 4/18 and he told me that he ordered another window which will take an additional 3-4 weeks to come in.  I am very worried since he did not sound confident they even had the right measurements which was the original issue.

   

  My husband and I have decided to give them the 3 weeks but this will be the last chance.  After this we will just have our own contractor fix the window and we will sue them for the original cost of the window as well as all the damage to the woodwork and the installation of the new window.

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