ComplaintsforThompson Creek Window Company

• Initial Complaint

  09/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We Hired Thompson Creek Window Company to Replace trim some shingle shake and gutters as well as our sunroom windows January of 2021, after 5 attempts of unsatisfactory workmanship(oil canning in the trim unfinished trim, jagged edges, un-caulked joints, caulk handprints on various windows, trim and trash left on the property a pallet that is still on property as of today 29SEP21) they sent a team from their DC area to do the job and this team did great but stated that the gutters previously installed had been damage from the previous installers. On 29SEP21 we were contacted by the financial office at Thompson Creek seeking collection of payment at this time we spoke with management and no notes were left about the gutters being uninstalled at our home needing replaced. It also must be stated this is not the first time the lack of communication has surfaced with this company we have been through multiple project managers with the understanding of our project diminishing each time.

  

  Business response

  10/20/2021

  Dear ************** and BBB,

  Thank you for the opportunity to respond to this complaint. We have reviewed the issues mentioned in this complaint with the appropriate teams.

  We sincerely apologize for the delays and inconveniences with this project. Our team has worked hard to complete this service, and we have spoken with **************. We do not have any further complaints from ************** at this time.

  Thank you again, and please let us know if there are any additional questions or concerns.

  Sincerely,

  Brian W*******, Vice President
  

• Initial Complaint

  09/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted with Thompson Creek to replace 15 windows in our home. Installation was scheduled for 9/14/21 and 14 were done correctly. The last window was manufactured improperly (did not contained the contracted for grids) and so the final window was not replaced. Weve tried to email numerous times to get an estimate of when the last window will come in and be installed. Weve called numerous times as well, spoke to various individuals who promise callbacks with more information, and still do not have any information regarding the issue. We need the last window done and an actual timeline for completion.

  

  Business response

  10/06/2021

  Dear ****************** and BBB,

  Thank you for the opportunity to respond to this complaint. We have reviewed the issues mentioned in this complaint with the appropriate teams.

  We are surprised to hear of **************'s complaint. She had her install on 9/14, and according to the QA notes, rejected the installation of one of the windows as it did not have grids.
  
  We worked to pull in ***************'s next appointment as soon as possible, and called the customer on 9/24 to let her know we had good news and that we could move the appointment up to 10/7. The customer was happy with that and thanked us. The customer never once conveyed to us via phone or email that she was upset.
  
  It seems that ****************** had been trying to reach her original Project Coordinator *******, who retired and didn't have access to her voicemail or emails. Despite the original communication issue in trying to reach *******, who was no longer with the company, the customer had a return service date given to her within 5 business days of her installation.
  
  We spoke with the customer on 10/5 to confirm for 10/7, and asked if she had concerns or anything she wanted to address or go over with us - she said no, she did not have any.

  Thank you again for the opportunity to respond to this complaint. If there are any additional questions or concerns, please reach back out to us.

  Sincerely,

  ************************, Vice President
  

• Initial Complaint

  09/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Thompson Creek installed windows and a slider door to our house over 5.5 years ago. the lock on the slider took a while to install and it took two different employees of Thompson Creek to install it. Now, starting this past Monday, 9/13/2021, the lock stopped working. I called this past Monday, and after waiting on hold for approximately a half hour, I left my phone number for a call back. That did not happen, no call back. I clled again Tuesday, and after about fifteen minutes, I spoke to someone who said that it would be a month before anyone could come to our house. I found a phone number to the Project Coordinator office and we have been talking to different people there since Wednesday and have been getting the runaround. I think we have been ghosted. Thompson Creek's products are great, but you are only as good as the service you provide. Currently, they are providing zero service. I am fairly certain that they would be crawling all over themselves, if I wanted to buy something.

  

  Business response

  10/05/2021

  Dear ************ and BBB,

  Thank you for the opportunity to respond to this complaint. We have reviewed this complaint with the appropriate teams.

  ************ confirmed that everything was taken care of on9/24/2021. He also had a future service visit set for 10/12 and we were also able to confirm that he no longer needs that appointment. Everything has been addressed and resolved with *** ******.

  We apologize for any inconveniences. Please let us know if there are any additional questions or concerns.

  Sincerely,

  ************************, Vice President
  

• Initial Complaint

  09/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Thompson Creek to provide information and get an estimate on replacing my gutters> The salesman arrived and provided the background on the company and gutter replacement. After research we decided to go with Thompsons. The financing was approved on the 3rd of Aug and the company moved ahead with a date for the project preconstruction was set for Aug 12. The project construction coordinator came out to measure and provide the next steps. During this time a date for the project to be completed was set 13-14 Sept. The installation team arrived on the 13th & removed the old gutters. They told me that they could not complete the installation because the necessary materials were not there (screws, brackets and gutter guards). I asked if they would would be back and i was told on the 14th. They never returned. I still have the old gutters and debris on my property. Now I was told no one could return until the 27th. So I have no gutters, debris and no definitive date to replace.

  

  Business response

  10/01/2021

  Dear ************** and BBB,
  
  Thank you for the opportunity to respond to this complaint. We are completely aware of this situation and have addressed these issues with the appropriate teams.
  
  We have spoken with ************** and will be cancelling this job with a full refund. We sincerely apologize for the delays with our gutter crews. Thank you so much for understanding, and we apologize again for the inconveniences this has caused. Please let us know if you have any additional questions or concerns.

  Sincerely,

  ************************, Vice President
  

*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. ↩