Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/26/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  August 16, 2016 Installed 12 windows. Condensation between the Windows. Notified company in February. Company responded to send copy of my receipt, warranty and pictures. After I sent this information, the company has failed to respond or honor the window warranty. I believe the product I was sold is defective. I'm requesting refund based on their no response to provide warranty on their product.

  Business Response

  Date: 06/02/2023

  We have contacted the customer.  This was an oversight on our part as the person handling this went out on maternity leave right after receiving Ms. *******'s photos.  This is being addressed immediately.  

  Business Response

  Date: 06/14/2023

  Hello,

  I had already replied to this complaint two weeks ago letting BBB know we reached out to the customer immediately.  We are in process of resolving this issue.  The complaint revolves around a fogging issue between the window panes (per the customer) and I believe requires cold weather to replicate.  Clearview has been in business for over 30 years and will ensure this issue is resolved properly. 
  

  Thank you for the follow up.  Kindly advise this response has been received and recorded. 

  Customer Answer

  Date: 06/15/2023

  
  Complaint: ********
  
  I am rejecting this response because:  After sending several photos on different dates, the company has requested I follow-up with a video of me trying to wipe the area. This condensation again appeared in April 2023 and is between the windowpanes. I am not sure when this will appear again, but it is obvious, photos are not proof enough.  There should be a tool the company should have to detect the how these windows build condensation between the panes which normally means the seal on the insulated glass unit (IGU) has failed.   The business owner has not made any physical attempt to check this out. 

  The company has done nothing but request pictures and when that wasn't enough send them a video.  Excuses for not doing what is required to determine the IGU has failed from the faulty product, I was sold. 

  I am not a window expert, and the cause between the double pane windows is when condensation between windowpanes forms, it means the seal on the insulated glass unit (IGU) has failed.   
  

  It is the business owner and window manufacturer responsibility to determine why these windows are leaking to produce the condensation between the glass and either repair, replace or refund my money so I can get them repaired.

  Let me know if I need to move these further up the complaint channels; because of now they do not meet any energy efficiency standards.

   

   

  Sincerely,
  
  ****

• Initial Complaint

  Date:06/17/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 21 windows on January 23, 2020. Nineteen were installed in August 2020. When the two windows Rick had FORGOTTEN to order in the original order were installed in December 2020, I requested the windows installed in August be recaulked because the caulk was cracking (after only 4 months). The installer said he did the recaulking. Fifteen months later I noticed the caulk around 2 of the windows was cracked. I called Sam on March 18, 2022 and told him "at least two of the windows need recaulked and I want the others inspected because I can't see if they were properly caulked. March 24 I called again for appointment date. March 28 Sam cancelled. Made appointment for April 8. Sam cancelled again. He said he had to take son to doctor. Emma said he was already scheduled to be at another job site. Rescheduled for April 12 between 12:00 and 2:00. At 1:45 Sam called and said he had a medical issue and couldn't work for a few days. He would have Emma call tomorrow to reschedule. She did not. I called on April 14 and Sam rescheduled for April 21 between 1:00 and 3:00. I hung up when he became angry because I didn't say I was sorry he was in pain and he insulted me. I called on April 21 to see if he intended to keep the appointment and was told I was not on the schedule. "Call back in two weeks." I called on May 2, 3, and 12 and was told Sam was not in. May 18 Sam finally accepted my call and said he is still "not able to climb ladder and no one else can do the job." June 7 I had to call them again. Emma said they were going to put me on the schedule for next week. I asked if he realized that ALL the windows need recaulked. She said she didn't think so. June 16 I called again and Sam said he is going to charge me to do the job. I told him I paid him $17,000 and the job was not properly done in the first place. He said there is nothing wrong with the caulk. I am submitting photos to prove otherwise. Two reliable contractors have said the caulk is too thin.

  Business Response

  Date: 07/22/2022

  Business Response /* (1000, 15, 2022/07/12) */ Someone from my office spoke with her. She did not want to pay to have caulk done on her windows. She said she would have her contractor do it. Consumer Response /* (3000, 17, 2022/07/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again he lies. I said I should not be responsible for recaulking windows after 1 1/2 years and that I would talk to someone about it. I did not say I would pay someone else to repair their poor workmanship. The windows were not properly caulked originally according to the caulk manufacturer and every contractor who has looked at it. It is Clearview's responsibility to hire someone to repair their shoddy workmanship. I paid them top dollar for subpar work.. The caulk is warranted for 15 years. It should not be in the deplorable condition it is in after such a short period. They said I only had a one year warranty. I do not see that in my contract. I can't imagine a reputable company not having more confidence in their work,anyway. I want Mr. H******* to do the right thing and hire someone to fix this problem. He has put this off for 4 months and more damage is being done every time it rains. I should not have to pay for his mistakes.