ComplaintsforThompson Creek Window Company

• Initial Complaint

  07/31/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I am writing to file a complaint against Thompson Creek window company. I did a contract with the company to do a walking shower in my house on May 15 ,2023 for a total amount of $12,779. I made a down payment in the amount of $7,000 and the remaining amount to be financed after the completion of the job. They gave me a date to start the job on June 15, 2023. I waited and I was told that they can't start the job until July 31 ,2023. When they came on this date to do the job the installers realized that the position floor was incorrect. I called Thompson Creek (********) the representative who is working on my order with a complaint. I requested a full refund of my deposit. Therefore, I am requesting the Better Business Bureau to resolve this issue.***********************

  Customer response

  08/03/2023

  I forgot to include in my complaint, that after speaking to ******** the representative who is working with me, on August 1 she advised me that I have to send an additional $4,501.00 once I received a confirmation appointment.  I advised her that the amt that they will be receiving from me will be in the amt of $11,501.00 and the job has not even started.  I was told that if they do not receive that $4,501.00 the job will be delayed.  

  

  Business response

  08/04/2023

  Dear Sir or Madam,

  ************** has requested that Thompson Creek cancel her contract and return her deposit in full.

  The decision has  been made to accommodate her request and she will receive her full refund within 15 business days.

  Please consider this matter to be closed as we have complied with the customer's wishes.

  Best Regards, 

  *****

  Customer response

  08/07/2023

  Hi:  Thompson Creek (********) reached out to me either last Thursday or Friday advising me that they would be refunding the $7000.00 that I gave to them as a deposit within a month.

  Customer response

  08/07/2023

  Thompson Creek has refunded the deposit back to my credit card.

• Initial Complaint

  07/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was given a sales presentation on May 7th, 2023, on replacing my two basement windows. In that conversation i was told i would have a new window with a frame made of Vinyl no wood. it would never rot again. I paid a deposit of $300, dollars. On June23rd I paid an additional $1041,00. on the 26th of June they came to remove and install the new windows. When installing the windows, I questioned the installation foreman why they were installing the window sash in my old frames. he said that was on his work order. I told him that was not what the salesman sold me it was to be both the new frame in Vinyl and vinyl sash with glass. I told him the frame was rotted. he said we will replace the rotted wood. He was going to use the bottom wood frame. I pointed out it was rotted also. he said OK i will replace that. They installed the new sashes using my old frame then wrapped the old frame in vinyl coated aluminum. the wood of my old window frames could still be rotted underneath where it touched the concrete blocks. The installation was done in three hours, they asked me to sign off on the project and pay the balance of $140. I refused to sign and pay because i did get the ****-******** window I was sold. They sent out people three times to discuss this with me. I was told each time someone would contact me to settle this matter. The last call i received was to say they felt that they fulfilled the contract, and nothing was going to be done. the job was for $1490. for two 15x32 windows **** ******** windows. on their website the **** is a family of windows that all have frames and sashes. I received the sashes and no vinyl frames as promised and documented on my contract.

  

  Business response

  08/02/2023

  Dear Sir or Madam,

  On behalf of the Thompson Creek organization, I would like to offer our most sincere apology to ********************** for the misunderstandings that occurred leading up to this complaint.

  We have formulated an action plan to promptly deal with the customer's concerns which you can see below:

  We have a job visit scheduled for ********************** next week to discuss his concerns, and to meet his expectations with installation issues. We will be sending a Senior Project Manager Lead, *******************, out to discuss options. What we would like to propose is re-framing the window padding/ frames with a PVC composite board (brand name Azek). We then will re-install the existing windows back into the openings and cap and caulk the exterior of each. While onsite for the job visit, we will discuss the customers contract, and go over any discrepancies he may feel there are with the products purchased. Should we need to reorder any products, we will make that call and set the date for service while we are a ************************** residence.

  Thank you for the opportunity to address this complaint and we look forward to finding an acceptable solution for the customer.

  Respectfully,

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

  Director of Customer Success

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

  Customer response

  08/03/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My experience with Thompson Creek started off very good with the sales and project manager that came out to confirm the estimate for siding and gutters. After that it has not gone anywhere as well. They didn't have enough product in stock to complete the project and assured me that all would work out. They finished installing the available siding, but have not started to install any gutters at all. The crew worked for a week and piled all the old siding and gutters removed from the house in the yard. The dumpster still had not arrived. The dumpster arrived the day after the crew finished that work. Finally we have received the delivery of the remaining product about a week after the crew finished the previous work. Now we have had rain on a daily basis for a week and will into next week as well that impedes the safety of the crew to finish the project. I don't take issue with the issue of safety. I take issue with that the notification that the crew will or will not come out to work occurs the morning of their scheduled arrival. I have solar panels that are too close to one outside wall that requires someone to come remove them to allow the crew to work safely. I have scheduled another contractor to do that work and cannot provide adequate notice to allow that crew to perform other work. I also took the day off from work for their arrival. I got a call after 8:30 on the first morning and 9:00 on the rescheduled day that the crew cancelled. I specifically requested a confirmation call on the afternoon before the rescheduled day. I didn't receive any call and called myself just before their published close of business for the day. The agent finally confirmed that they had dispatched the crew and opened at 7:00 the next morning to provide an update. I got that update after 9:00 as stated. This morning, the agent then wanted to place the responsibility on me that I could have cancelled knowing the forecast for rain.

  

  Business response

  07/10/2023

  Dear Sir or Madam,

  Thompson Creek fully acknowledges the delays and missteps that have taken place during ******************** installation period. 

  On behalf of myself and the entire TC organization, I would like to offer my most sincere apologies that we did not provide the experience that **************** expected and deserved.

  The project is now complete but we remain amenable to discussing reasonable compensation with the **************** in consideration of his time and inconvenience.

  We have reached out to the customer to try to begin this discussion.

  Thank you for allowing us to fully address this issue and we look forward to resolving any remaining issues with *****************

  Respectfully,

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

  Director of Customer Success

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

• Initial Complaint

  06/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Below is a chronology of events starting when the custom door was ordered until today 6/19/2023.5/25/2022: Custom Storm Door ordered.7/9/2022:Installation scheduled. Postponed due to weather. 8/2022:Installation scheduled. Wrong door size.10/11/2022:Email sent to ***************************** previous Project Manager for status update. No response.10/26/2022:Second Email sent to ***************************** previous Project Manager for status update. No response. Contacted Thompson Creek shortly after 10/26/2022.TBD:At some point there was another installation scheduled, but still brought the incorrect door size.1/5/2023:Rescheduled installation to 1/24/2023 1/11/2023:Rescheduled installation to 1/26/2023 1/17/2023:Rescheduled installation to 1/26/2023 1/24/2023:*********************** provided incorrect date on 1/17/2023. The rescheduled date was supposed to be 2/1/2023.2/1/2023:Installers arrived, but there were missing parts.2/2/2023:Rescheduled installation to 2/18/2023.2/18/2023:Door installation occurred. Installers took 5.5 hours. Installers left trash in the yard. The screen size was incorrect, the brass inlay we ordered was missing, and door sweep was missing. There is also a scratch on the outside of the door near the handle.2/22/2023:Email from ******** for service appointment for 3/20/ 12-4pm.3/17/2023:Email from ******** for service appointment for 3/21/2023 8am-12pm. No explanation as why it was rescheduled.3/20/2023:Door sweep installed, but door screen was provided. Several emails with ******** on price reduction. No agreement has been made.5/12/2023:Email from me to ******** that included photos of poor installation which included a scratch on the door, s**** popped out from the door sweep.5/19/2023:Job visit appointment. Reviewed the door installation and indicated there would be another door manufactured and installed properly.6/19/2022:Service appointment for door installation. I was told the door was the incorrect size.

  

  Business response

  06/26/2023

  Dear ****************,

  Thompson Creek fully acknowledges the several missteps and delays that ******************** has laid out in his complaint.

  On behalf of myself and the entire Thompson Creek organization, I would like to apologize for failing to deliver the experience that ******************** expected and deserved.

  We have offered compensation to ******************** which he is considering and have set a job visit to his home on 07/17/2023 to attempt proper completion of his project.

  I will pass along updates as further information is available.

  Respectfully,

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

  Director of Customer Sucess

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

• Initial Complaint

  05/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My window is leaking, and the framing was jarred loose by Thompsons Creek during the inspection. The employee also mentioned the wood has rotten. The window was installed June of 2021. Thompson Creek did not inspect the roof before installing the new window. However, they inspected the roof now and stating that the water is coming from the roof and not the window. A picture was taken and forwarded to them of the water coming from the window. The wall under the window has cracking too. Seems like this has been a slow progression.

  Customer response

  06/01/2023

  Thompson Creek has removed themselves from the damage to my window framing, the window and wall damage. The company needs to reimburse

  me for the cost to have this problem fixed. Their employee *******, who assessed the window May 11,2023 informed me that,

  the wood is rotten, and more than half the framing jarred loose. 

   

  Customer response

  06/02/2023

  See Attachments

  

  Business response

  06/05/2023

  Dear Sir or Madam.

  After a thorough inspection of the issue that is stated in this complaint, our technician has determined that the leak is not related to the replacement window that Thompson Creek provided and installed. 

  As you can see from the attached photos, the exterior of the window is fully intact and in good condition. The leak originates above the window as a result of holes or openings in the slate roof of the home, and, as such, is not subject to application of the Thompson Creek Warranty, a copy of which was presented by the customer in this complaint. Furthermore, replacement of the window is not necessary nor would it correct the leaking issue that is occurring in the home. 

  Below, please find a detailed description of the job visit by one of our most experienced technicians, ***********************:

  I was dispatched on 24 May 2023 to assess a leaking picture window. The home in Southeast ** is a 2 story brick row home built 1940. The window in question is on second floor, rear at head of stairs. The original window would have been a wood double hung which was replaced by Thompson Creek with a non opening picture window in Dec 2021.
  The customer reported leaking from above the window with water running down the wall.
  Upon my exterior inspection the installation of the window meets industry standards. All caulking and glazing are intact. The actual entry point of water in to the home is from the blind stop where it meets the casing at the top of the opening. This in fact puts the origination of the leak above the block frame of the replacement window. Upon exterior inspection I found several suspect areas directly above the window where the original 1940 slate roof meets the existing gutter. There are at least 2 holes where water could run behind the gutter, run down between the 2 space between the brick and the block, hit the top of the block frame replacement window and leak out between the blind stop and the casing. 
  Besides the staining and cracking of the casing and plaster inside the home there is a separation of the paint line on the left side interior blind stop. This happened when a Project Manager separated this stop to look for evidence of the leak. I told ****************** would reattach and caulk this piece but she declined.

  It is the position of Thompson Creek Window Company that, in light of the information and evidence provided here, ****************** complaint should be dismissed.

  Thank you for the opportunity to fully address this issue.

  Respectfully,

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

  Director of Customer Success

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

  Customer response

  06/30/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  From: **** ****** <*********@*******.net>
  Date: Fri, Jun 30, 2023 at 10:21 AM
  Subject: Fw: send ***** **** email to me
  To: ***** ****** <*******@mybbb.org>
  
  Good day!
  
  Attached is ***** ***** Insurance statement regarding claim ********. **** ******
  

  Regards,

  
  **** ******

  

  Business response

  07/03/2023

  Dear Sir or Madam,

  Thompson Creek stands firmly by our previous statement and offering of photographic examples.

  The fact that *** ****** insurer denied payment for the roof issues does not stand as proof that the roof or areas adjacent to the roof are not leaking. Although we are not privy to the details of *** *****'s policy, it is standard practice for homeowners insurance providers to only issue payment for claims in which damage is caused to a roof by acts of God such as weather/storm damage or, for example, damage from a tree that might fall on the roof, etc. Homeowners insurance does not generally cover normal wear and tear or age related issues with roofs. The impetus to replace or repair worn out roofs falls squarely on the homeowner.

  We would also like to re-emphasize our conclusion that replacing the window, which is intact and installed properly, would not remedy the leaking issue as the genesis of the leak is above the level of the window that Thompson Creek installed. 

  Thank you for your time and consideration.

  Respectfully Submitted,

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

  Director of Customer Success

  Thompson Creek Window Company

  Customer response

  07/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: THOMPSON CREEK EMPLOYEE ******* OPENED THE WEST SIDE OF THE FRAMING AND STATED 

  THE WOOD IS ROOTED AND NEEDS REPLACING. ISSUE 1

  THE DRYWALL BELOW THE WINDOW HAS WATER DAMAGE ON TWO LEVELS. IMPROPER WINDOW INSTALLATION THE CAUSE. NOT

  THE ROOF. NO WATER SPOTS ON THE CEILING. ISSUE 2

  THE WINDOW IS LEAKING BEHIND THE FRAMING. ******* Second employee sent and the 2nd employee sent, name escapes me

   saw a crack along the wall.  SAW THIS AS A FACTOR.

  WHERE IS THE WRITTEN REPORT FROM THE TWO EMPLOYEES?  ISSUE 3.  SEEMS THOMPSON CREEK IS STANDING FIRM ON THE

  LAST EMPLOYEE ASSESSMENT. SEE THE PICTURE SHOWING LOCATION OF WATER SPOT. IT'S SEVERAL INCHES AWAY FROM THE

  BACK OF THE WINDOW. ISSUE 4. Is it INDUSTRY STANDARD TO IGNORE A COMPANY's EMPLOYEE STATEMENT OF ROTTED WOOD

  FROM A COMPANY's EMPLOYEE? ISSUE 5. ANSWER ALL ISSUES POISED. **** ******
  
  Regards,
  
  **** ******

  

  Business response

  07/11/2023

  Dear Sir or Madam,

  Thompson Creek will continue to stand by our previous statements and decision regarding this matter. 

  It is clear based on the location of the damage that the leak originates above the window. The window is fully intact and replacing it will NOT stop the leak.

  As a contractor, we have performed NO work on the roof. The roof appears to be original or at least very aged as the house was built in 1940.

  We are unable to offer further assistance as the customer would need to engage a roof contractor. 

  Thompson Creek is committed to assisting it's customers in handling any and all service work regarding products that Thompson Creek has installed.

  We bear no responsibility for the condition of the customer's roof.

  Thank You,

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

  Director of Customer Success

  Thompson Creek Window Company

  Customer response

  07/18/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: Thompson Creek has NOT ANSWERED THE QUESTION POISED. PROVIDE ME WITH A WRITTEN STATEMENT

  TO THE QUESTIONS POISED.  THE BBB bureau can copy and paste my last email. PLEASE READ MY UNASWERED QUESTIONS. 
  
  Regards,
  
  **** ******

  Customer response

  07/31/2023

  Thompson Creek replied with an incomplete statement. I declined to have the window recaulked since Employee number 2 stated he saw rotten wood

  and the window would be replaced. This was a verbal statement/report. CHECK PHONE CONVERSATION CALL IN CENTER DAY OF EMPLOYEE

  2 VISIT TO MY HOME.
  
  
  

• Initial Complaint

  05/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My brother had a contract with Thompson Creek for a shower stall conversion. The contract was signed on February 10th. The stall had to be manufactured. The installation was to occur in April. My brother put $3783 down. Unfortunately my brother passed away on March 6th. I am the executor of his estate and notified Thompson Creek of my brother's demise I asked for a refund of his down payment. I was told there was a restocking fee of 20% not of the deposit but of the entire contract. I feel that there was no restocking necessary since the shower stall had to be manufactured. This is an unfair practice and my brother's estate should be eligible for a full refund.

  

  Business response

  05/15/2023

  Dear ************,

  On behalf of everyone at Thompson Creek, I would like to express my most sincere condolences regarding the passing of ******************************  

  Initially, ***************************** had indicated that he wanted to continue with the project on behalf of his brother. As such, Thompson Creek proceeded with the custom manufacture of the materials needed for the agreed upon bathroom renovation. The term "restocking fee" can be a bit misleading. What the customer is actually paying for in this instance with the 20% retention from the deposit is the order and manufacture of the aforementioned materials. Thompson Creek still must pay ******* for the materials provided regardless of the cancellation.

  However, and having fully explained our policy, Thompson Creek has determined that we will provide a full refund of the deposit amount. 

  At this point, **************** has already received a check for the deposit amount less the 20% fee.

  We will be providing a second check in the amount of $2270.00

  We sincerely hope that this action will bring this matter to an amicable close.

  Best Regards,

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

  Director of Customer Success

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

  Customer response

  05/15/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  04/30/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  ********************* and ********************* (cust.) are seeking $1,000 refund from Thompson Creek (TC) from the $4,497.50 they paid to TC on 5/25/22 and written assurance that TC considers account paid in full with no outstanding balance for partially installed neo corner shower in their Arlington, VA home. Assurance TC will not seek payment of the remaining balance $8,995.00 on the incomplete shower and won't take any legal action to recover nor report balance to any credit companies. Overview: Cust. thought they purchased a TC, neo angle shower with walls, base, glass doors and a 50-yr warranty on leaks. On 9/20/22 when shower walls installed w/out glass doors, TC told cust. the price did not include them. Cust disputed and documented all phone calls/emails with TC from mid-Oct-mid-April 23. In 10/22 through ********* ******, TC admitted they were not clear in their sales pitch, had not prov pics to cust., and agreed to install glass doors within agreed price but, they’d be custom, and instructed cust. to get 2 bids/pay themselves for sep install and then that $ would be subt from remaining $8,995 TC balance. Cust would still owe TC money. Cust disagreed on paying balance but agreed to get bids on glass doors. Shared rate w/********* ****** on 12/13/22. No response. 12/21/22 new TC/******** **** call cust. saying TC in fact had doors to install and ****** not w/company now. Cust expl. ******’s contradictory instructions and noted pieces breaking on shower walls also needed repair. Cust delays hiring outside wall installation. 1/15/22 cust emailed **** with emails/backgr from ******. Then TC non-resp. 3/10/22 call TC/**** offered do-over. TC inspect shower onsite/make plan for fixing and adding doors. Cust states fine but want in writing that TC will do all repairs/door installation w/out any addtl money owed by cust on balance. TC considered but through **** postponed making decision. Cust tried to reach but no response since 4/14/23. Timeline and emails can be shared by cust.

  

  Business response

  05/18/2023

  Dear Sir or Madam,

  Thompson Creek Window Company is amenable to meeting MOST of the requests made by ************** in this complaint.

  Upon receiving a signed settlement agreement from the customer, which will be produced by Thompson Creek legal counsel and provided to ************** within the next 10 business days, Thompson Creek agrees to cancel the entirety of the remaining balance on the existing contract.

  However, Thompson Creek is NOT amenable, nor do we agree to any further payments to the customer in any amount and we reject the request for an additional $1000.00 refund.

  If ************** is amenable to these terms, we can move forward with a prompt resolution to this matter. 

  Thank you for your time and consideration.

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

  Director of Customer Success

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

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Friday March 17th, 2023, a crew arrived from Thompson Creek Window Company for a scheduled installation appointment. The crew installed 2 windows upstairs, and a storm door at my main entrance. My previous storm door didn't shut properly, and was falling apart. Now I have paid $2,000 for a brand new storm door, and it still doesn't shut. I was in touch with someone named ******************************* leading up to, and throughout the process. However, 4 days after the install, I noticed the door wasn't shutting properly. I took a video of this issue with my phone, and emailed ************. He did not reply, and now that it has been over 3 weeks with no communication whatsoever, I think it's time to file a complaint. He specifically said, anything I need, or any questions, reach out to him. On the day of the install, and for a few days later, the door would latch naturally, Now, just 3 WEEKS after the install, the door won't shut at all, unless I slam it as hard as I can, which may break the door. The Thompson Creek Company has made no attempt to communicate with me whatsoever. Everything I have mentioned in this complaint is a fact. There are no opinions listed in this description. They were hired to do a job, I paid them a large sum of money. The job required a brand new door installation (assuming they promise that their doors will close). The door does not close. They received their payment in full and never contacted me again, even though I have reached out to them. Here is an updated video that shows no matter how many times I try to shut the door, it never latches once: ******************************************* NEVER latches once! 3 weeks after install. This is not user error. I'm so embarrassed and ashamed that I fell for this company's promises. Now, I'm out $2,000, and I don't have that kind of money to just throw away.

  

  Business response

  05/05/2023

  Dear Sir or Madam,
  
  On behalf of the entire team at Thompson Creek, I would like to offer an apology for the delay in communication with **. ****** It does appear that there was a gap in the correspondence and the fault for that sits completely on **.
  
  However, our technician corrected the issue with **. ***** door on Saturday April 30th and the customer reports that it is working properly at this time. We also scheduled a follow-up appointment and one of our techs will be stopping by again on May 15th to ensure that the door is still working correctly and that all is going smoothly.
  
  **. ***** door continues to be covered by the Thompson Creek warranty and we will be happy to service the door as is needed upon request.
  
  Thank you for bringing this matter to our attention and allowing us to address the complaint.
  
  Respectfully,
  **************************
  Director of Customer Success
  **********************

• Initial Complaint

  04/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  2/3/2023 paid to have a front door, storm door, transom, sidewinders and 11 windows installed. The front door was suppose to have a peephole which I did not get. The front door jam is difficult to close and does not work properly. A cut screen was installed in one of the windows. Black touch up paint from the front door was spilled on my white wall. The hallway wall and crown moulding was damaged from when they brought in the windows. I have called several times, I spoke to someone via email and on the phone. A person has even come to my home and stated they will fix all of these things and install a new door knocker for the peephole. However, no one has yet to follow-up with any of the repairs.

  

  Business response

  05/03/2023

  Dear Sir or Madam,
  Thompson Creek is amenable to correcting any outstanding issues regarding our installation. ************** need only contact our Customer Assurance Department to schedule the required follow-up and revisions.
  Regarding the door knocker and peephole, ************** did not order a knocker with a peephole or a door slab that accommodates this option. Documentation attached to this response will validate that a peephole was not part of the order or the contractual agreement. The amendment stipulates knocker only and not a knocker with peephole. 
  Thompson Creek can provide a new door slab that accommodates a knocker with a peephole, but this would be provided at an additional cost and would be treated as a billable service.
  Thank you for the opportunity to address this issue.
  We would value any arbitration or insight that the BBB might be able to offer.

  Best Regards,
  **************************
  Director of Customer Success

  Customer response

  05/19/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I’ve done this several times since January 5, 2023 without any results from Thompson Creek. It’s been four months now without any action or follow up. In addition, I absolutely informed the sales person that I wanted a peep hole as we had lengthy discussion surrounding this and I have witnesses that were present. I am not the one who actually write down the selections this is done by your sales person. How would a customer know what should be listed on the invoice? There isn’t a check box that says yes or no for peep hole. But I do know what I ordered and a person wouldn’t make a big deal out of it if they didn’t order it. Furthermore, when your personnel returned to inspect the items needing repair, she informed me that you all will just switch out the knocker. I am given the run around and everyone has a different story. It is very disturbing that I did not get what I ordered or that it is taking more than 4 months to repair items that you damaged. 
  
  Regards,
  
  *************************
  

  

  Business response

  05/25/2023

  Dear Sir or Madam,

  As was clearly established in our last response, ************** did not pay for the door knocker with peep site nor did it appear on her signed contract. In light of these facts, Thompson Creek is not contractually bound to provide additional accessories and materials nor are we bound to install said materials. 

  Regardless of these facts, Thompson Creek has made the determination that we will provide the additional materials and installation/labor at no additional cost as a one-time courtesy to **************

  The needed materials have been ordered with a tentative ETA of 06/15/2023,

  ************** will be contacted by one of our representatives when the materials arrive to schedule an installation date.

  This should bring this matter to a close.

  Thank you for your time and consideration,

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

  Director of Customer Success

  Thompson Creek Window Company

  Customer response

  06/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Filing for elderly parents - Thompson Creek gave quote to ******* ********** for shower installation on 5/20/22. Quote was given for $9970. After 2 missed dates for installation, a crew showed up on 8/17 and what should have been completed in 1 day max 1 1/2 days ended at the end of the second day with immediate communication of dissatisfaction. Sub floor cut out and not replaced, support not installed, molding issues, and left with needing to repair/replace the bathroom flooring which was installed 3 yrs earlier by a larger flooring company. We made numerous contact the company to resolve the issue, it was finally decided to just ask for a partial refund of the remaining balance. We asked for a reduction and when they stated $680 I responded asking for $2680 reduction and received response that it would only be $680. The crew and at least one of their installation inspectors was released from the company and we are certain it was due to the dissatisfaction we raised. This company sent 3 different people to inspect the job and each inspector indicated we would get our money back. As of filing this with BBB, we have only been offered $680 reduction. The verbal contact to Thompson Creek was made by ***** (my mother) and at this time she is sick and placed in a rehabilitation facility. It is felt this company did a horrible job and they thought my elderly parents would accept it but fortunately my husband took control and requested the installation crew leave on the second day due to the time getting late and my parents needed to get settled for the evening. Attached are pictures of the areas we complained about.

  

  Business response

  04/14/2023

  ********************
  Better Business Bureau
  
  
  Re:         *************************, ***********************************
             Complaint ID# ********
  
  Dear *******************,
  
  We are in agreement with the client that there were several missteps with this bath installation. We offered the $680 in deductions and committed to coming back out and fixing the issues. However, ************** chose to use a family member to complete the repairs and revisions.
  When the request for additional monies was presented by **************, we simply requested invoices for the materials used and time spent so that we could determine fair compensation.
  We understand, based on **. ****** complaint that her mother is indisposed and that this may have contributed to the lack of information regarding the cost of repairs and/or revisions.
  In light of these factors, Thompson Creek has agreed to meet the customers request of $2680.00 which will be deducted from the balance. The remaining balance of $4000.00 would still be due and payable as soon as is practical.
  Thompson Creek appreciates the opportunity to review and address this issue with ***************
  Thank you again for your time and consideration.
  Respectfully,
  
  **************************
  Director of Customer Success
  Thompson Creek Window Company
  8100 Penn Randall Place
  Upper Marlboro, MD 20772
  Phone: **************
  

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