ComplaintsforThompson Creek Window Company

• 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: **************
  

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am so very disappointed with the unprofessional and, what I consider, CRIMINAL and overtly RACIST predatory practices of Thompson Creek Window Company. My parents are senior citizens. My mother is demonstrably “old school”, meaning that she brags to people that she doesn’t know how to use a computer and she only knows how to answer the cell phone, she doesn’t even know how to text. Because they are aging, she wanted a shower installed in her bathroom to replace her bathtub. **** ******* came to the house, he stayed for what she estimated was about two hours, and gave her an initial quote of $20,000, read that again, $20,000 to do a basic shower install. I can promise you in that time, she not only told him how technically inept she was, he made note of the fact that they didn’t have high tech gadgets or technology in the home. My mother doesn’t even know how to find **** on her basic cable package to know a price range for how much a shower install should cost. The final cost, that was agreed upon, was $14,100. Not a full bathroom remodel. They did not move the placement of the bathtub, they didn’t reroute any plumbing, they didn’t change any fixtures, no structural changes whatever, they didn’t even do any tiling. No heated floors, they didn’t have to move windows, they didn’t change the floor plan or expand the bathroom. They took out a bathtub and installed a walk-in shower with plain, PREFAB walls, a bench, a rail, a rain shower head and a standard shower head. Basically, it was a Bath Fitter shower which ranges in price from $700 to $1400. Upon completion of the installation, my mother commented that there were no doors and that they needed to install the doors. The gentlemen who did the work, skilled laborers from Mexico who notoriously get paid less than American tradesmen, informed her that they had no order to install doors. She informed him that she had the balance of the payment but she wasn’t going to give him any checks until the doors were installed. My mother then spoke to *** ******, who informed her that he didn’t have any doors in stock and it might take weeks to get them in. She reiterated that she wasn’t going to pay the balance, of $8,600 until the doors were installed. What do you know! The next day, the doors were available. Plain glass doors with no etching, no frosting, no details or design. I’m in Atlanta. I’d heard for months about this shower installation. I got constant updates on our daily calls about how they couldn’t install the shower in January because so many employees had contracted Covid-19. I got blow by blow details of how they didn’t have the doors and her ultimatum to Mr. Pascal. It wasn’t until she mentioned these two checks she had gotten from the bank, and when she said the amount $3,600, that I had to inquire further. I knew she had made a substantial downpayment because she told me how she had to rearrange her budget in order to be able to afford this new shower. Unfortunately, I didn’t get the total cost for the shower until after she had given them the checks. This sort of predatory pricing is criminal. I will be pursing this until I get remedy. I am in the process of contacting the State’s Attorney and the Better Business Bureau as well as making sure that I contact as many churches, websites, forums, and social media platform to let people know that Thompson Creek gouges prices on their ******* American senior citizen customers. I’ll be contacting local radio and TV stations. It’s just not fair. It’s not right.

  

  Business response

  04/12/2023

  04/12/2023
  
  ********************
  Better Business Bureau
  
  Re:   Complaint ID  ********
  Customer:  ***********************
  
  Dear ********************,
  The complaint filed by *********** is a rather complex affair. ************ filed the complaint on behalf of his mother,****************. It took a bit of research to link this letter to the correct customer because ************ did not reference the actual customers name in his complaint.
  

  I will take ************** complaints in the order in which they were stated.
  

  Firstly, ************ has asserted that he holds power of attorney over his mothers financial affairs, insinuating that **************** was not competent to make decisions regarding her own finances or sign contracts. After finding the background information, I was able to confirm that we requested proof of this power of attorney from ***********. No documentation regarding him holding power of attorney over **. ******* financial interests has ever been provided to Thompson Creek. Our representatives had no reason to believe that **************** was not competent to make her own decisions regarding the price of the project or the details of the contract. In fact, without proof of the power of attorney, Thompson Creek should, in reality, be dealing and communicating only with the customer that signed the contract.

  Next ************ levels accusations of racial bias and discrimination as well as predatory business practices. We flatly reject these assertions and ************ has provided no proof that Thompson Creek or its representatives engaged in any type of improper conduct with respect to the situation. These are serious accusations that our organization takes very seriously. However, as it stands, these claims remain unsubstantiated.

  Regarding pricing, Thompson Creek is the mid-Atlantic distributor for Jacuzzi bath products. The price that was quoted to **************** is consistent with the **** suggested by our vendor partner. There is no deviation in price from the standard pricelist that is used across all similar bath projects. In fact, **************** would have to have contacted us and requested that we come to her home to evaluate the existing bath/shower unit and to quote a price in advance of any documents being signed by *****************

  As for the issue of the door, Thompson Creek openly and clearly accepts responsibility for the mix-up in the order that led to the missing door. The door was subsequently ordered delivered and installed and the customer received a refund because of this misstep and in light of the inconvenience.

  If, in fact there are remaining issues regarding the quality of the installation, the materials used for the installation etc. Thompson Creek remains committed to correcting any issue within reason and the bath unit itself remains under warranty by our organization.
  
  We look forward to your assistance in gaining further understanding of the issue from the customers point of view and remain open to guidance and suggestions from your office.
  
  Respectfully,
  **************************
  Director of Customer Success
  Thompson Creek Window Company
  8100 Penn Randall Place
  Upper Marlboro, MD 20772
  **************

• Initial Complaint

  02/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Good Afternoon-We contracted Thompson Creek to convert our tub to a shower. The job was left incomplete in August. The back wall of the shower did not match the other walls. To finish the job, Thompson Creek needed to replace the back wall and install shelves. We tried multiple times to contact them in August 2022 to gain info on timeline of expected completion and also outstanding balance. To the balance, while we had a contractually agreed upon amount (contract attached), we were told the price would be adjusted to reflect the delays and errors that had already occurred. The company did not respond to us in August. We finally heard from them again earlier this month--after six+ months of no contact or communication. We spoke today. The company would like to finish the work and collect money toward the outstanding balance on the initial contract. Currently, we are not agreed upon an acceptable price. Our shower, while not complete, is usable. Due to the time that has elapsed and the difficulty of working with Thompson Creek, we would prefer to end the job as-is, with no further payment rendered to Thompson Creek. Thompson Creek is as of now not entertaining that as a possibility. To be clear, they are offering to lessen the outstanding balance, but the number they have proposed is not one we have agreed to. Before I have another conversation with Thompson Creek, I would like to learn more about our options in this scenario.Thank you in advance for your time and insight. -*************************

  

  Business response

  03/29/2023

  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 take your claims extremely seriously and work diligently to bring you to desired outcomes.
  Thank you for the opportunity to resolve your issue. We hope your experience with us moving forward will be positive.
  Sincerely,
  ************************, Vice President

  

  Business response

  04/04/2023

  March 27, 2023
  
  ********************
  Better Business Bureau
  
  Re:         *************************
  Complaint ID# ********
  
  Dear ********************,
  Thank you for bringing ********************** concerns to our attention and for providing us with the opportunity to respond.
  It is our position that we have acted in good faith and have made every reasonable effort to satisfy and resolve the concerns stated in the above referenced complaint.
  Thompson Creek fully acknowledges that significant delays occurred in both the procurement of the necessary materials to complete the job and in the execution of the installation. One of the primary issues that has further delayed the job has been the customers refusal to schedule an installation appointment or to allow Thompson Creek technicians back into his home to complete the job.
  Thompson Creek is prepared to start from scratch and provide a completely new bath unit and installation of said unit for the customer at their convenience. We are also amenable to discussing reasonable monetary compensation for delays and inconvenience. However, the customers position is that he should be permitted to retain the current bath unit while having his remaining balance of $6900.00 wiped clean.
  The timeline and details below should clearly demonstrate the level of commitment and effort that Thompson Creek has applied to resolving the concerns that **************** has outlined in her complaint:
  The contract was sold by ********************* and the customer signed on 05/02/22. Originally the contract was assigned to *******************************/***********************/*********************, then assigned to ********************
  
  Under ********** care the customer had an installation appointment run and based on the result completed on 07/21/22. Job may have been partially based on timeline.
  Then, we ran a JV with ************************* on 08/10, that resulted incomplete due to ordering. Notes say I sent an email to ********* and **
  Next, we ran an SBI on 08/16/22 that was canceled due to the materials never being ordered (Coordinator) 
  We ran an additional appointment on 08/29/22 that resulted incomplete due to ordering, no notes. 
  Account goes cold after August 2022
  Job giving to ***** on 12.22
  Voicemail left with customer on **** by ******
  ***** spoke with customer **** as well as me, customer provided pics. See below.
  Offered customer to fix the existing walls, as it was a manufacturer quality issues, customer wants final balance of $6900.
  TTS on ****, Determined to offer customer fixing of side walls by reordering all 3 panels or 30-day money back guarantee. We wanted to send ** out to discuss the job and the issues with
  Spoke with customer on **** to provide offerings, Customer refused anyone to home and stood firm on wiping balance of $6900.
  
  Everyone at Thompson Creek remains committed to correcting the issues with the materials and installation that the customer received and to discussing reasonable financial considerations for lost time and inconvenience.
  
  Having stated our case, we remain open to any suggestions or mediation that the BBB might be able to provide.
  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: **************

  Customer response

  04/11/2023

  [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:

  In reference to the response by Thompson Creek, I do not know who **************** is or the details of her complaint with Thompson Creek. For our complaint, the details are simple. Despite being contracted for a two-day install, the company made four separate visits to our home between July 20, 2022, and August 29, 2022. There was not one visit where the company did what they were contracted to do or what was promised. Following the visit on August 29, 2022, the job was still not complete. Despite this, we received no communication from Thompson Creek until January 31, 2023five months of silence.
  
  Since August 29, 2022, we have lived around the unfinished work and subpar craftmanship of this job. We lost a bathroom for over a month, took multiple days off work past the initial job specifications, and did our due diligence with communication with multiple people from Thompson Creekincluding three separate project coordinators who we had to bring up to speed on the details of our job. 
  
  We truly hope that our experience is not indicative of the work the company normally does, and therefore have refrained from reviewing them on any social media or public forums, before finally filing this complaint with the Better Business Bureau. 
  
  This job was mismanaged from the start and was never finished. At this point, is our desire to part ways with Thompson Creek, with no additional work done, no additional money paid by us to Thompson Creek, and no money refunded to us by Thompson Creek. 
  

  Regards,

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

  

  Business response

  04/19/2023

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

  Thompson Creek stands by our previous statements and offers.

  We are committed to repairing any installation issues and to replacing any defective materials as soon as is practical.

  Thompson Creek also remains ready and available to discuss reasonable and equitable compensation with ******************** at his convenience.

  Thank you for your time and attention to this matter.

  Respectfully,

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

  Director of Customer Success

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

• Initial Complaint

  02/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 08/29/2022, we ordered a new window for $3765.50, and put a deposit of $1200 down for a window replacement. (Project #*********) After 3 attempts to install the window, we are left with a window with a scratch in it. The other 2 replacements also had defects in them. It is Feb. 20,2023 today. Thompson Creek agreed to provide quality customer service and a quality window free of defects. They have tried to resolve this issue, but can not provide a quality window. At this point, after countless phone conversations and multiple attempts, our options are to keep the scratched window or accept the replacement window with defects in it. I do not believe, we should be paying the full cost for the window since it is scratched and they have failed to provide a window without any defects in it. Crediting us $150 for inconvenience, due to cancellations and multiple incomplete installations due to defected windows, and another $150 for accepting a scratched window is a slap in the face! Especially considering the cost of the window. The project coordinator was very nice, but his manager, ******, was extremely rude and disrespectful and in my opinion has no concept on customer service, as well as ****** who spoke to me in a demeaning manner, speaking down to me and was short and sarcastic. The supervisor, ***********************, who I asked to speak with, did not accept any of my calls or return my calls. It's absolutely horrible to deal with them. Since 9/1/21, when our home was hit by the tornado, we have had countless companies at our home for renovations. Roofers, Siding, doors and windows, contractor, plumber, electrician, painters, flooring company...and had no problems with any of them. We also had 4 side by side sliding doors and a kitchen window replaced with no defects or scratches in them from our contractor. I will not be using TC in the future, nor would I recommend them.

  

  Business response

  03/29/2023

  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 take your claims extremely seriously and work diligently to bring you to desired outcomes.
  Thank you for the opportunity to resolve your issue. We hope your experience with us moving forward will be positive.
  Sincerely,
  ************************, Vice President

  

  Business response

  04/04/2023

  
  March 27, 2023
  
  ********************
  Better Business Bureau
  
  
  Re:         ***************************
  Complaint ID# *******
  
  Dear ********************,
  Thank you for bringing **. ******* concerns to our attention and for providing us with the opportunity to respond.
  It is our position that we have acted in good faith and have made every reasonable effort to satisfy and resolve the concerns stated in the above referenced complaint.
  The window that was originally installed in **. ******* home met industry standards for quality regarding both the installation and the materials. However, at the customers request, Thompson Creek remade the window and reinstalled the new window at the customers home. The customer subsequently identified what they determined to be another defect in the manufacture of the new window. In reality, the window contained a tiny vinyl speck that again is consistent with manufacturing tolerances and standards. I will include a magnified picture of the vinyl speck to which **************** is referring.
  At the end of the project, **************** agreed to accept the window and a credit of $565.00 was issued as compensation for any percieved inconvenience or anomaly.
  The timeline and details below should clearly demonstrate the level of commitment and effort that Thompson Creek has applied to resolving the concerns that **************** has outlined in her complaint:
  ****** (*********) Timeline of Events
  Virtual Product Demo-8.29.22
  Precon 9.12.22
  2nd Preconstruction meeting 9.19.22 -PLEASE MAKE FIRST STOP! MUST BE *** AND ************** Per ***" do a smaller measurement than anticipated to avoid having to replace the casing around the windows. "
  Install 11.28; cancelled on 11.23 due to RBB, reset to 12.1.22.
  Install 12.1 cancelled same day due to crew being shorthanded reset for 12.9.22.
  Install 12.9.22- Job Completed.
  **** received call on ******** informing of a streak in window. Emailed *** Just spoke with the crew they said the picture window had a **** about a 1/8 or 1/16 of a inch that was barely noticeable Ask ****** how he would like to proceed. Normally we would set a job visit to confirm but if ****** is ok with replacing the window, then I can just submit a Zserv. Either way just let me know. 
  ****5.22, **** via email requested a photo of scratch in window as customer opted out of having a JV.  Customer insisted that crew had a picture of said scratch. Customer sent photo of scratch on ****9. No scratch could be seen.
  *** provided a **** for PW on 12.20.22, **** was completed on 12.21.22 for an SBI 2.9
  2.9 SBI Customer refused install as there was a smudge in the IG. 
   ********** and ****** inspected the window in warehouse, determined that it was a vinyl speck in between IG but did not need to be remade as it was within industry tolerance.
  2.20 SBI to install and was completed.
  ****** and ****** spoke with customer on ****, offered comp of $500, to make it an even 2K finalized comp at $565.
  
  It is our position that we have worked diligently to satisfy both the letter and the spirit of the contract that **************** signed. Our project managers and installers made multiple visits to the home and Thompson Creek also remanufactured the window after the customers complaint. Additional compensation was offered and accepted by **************** and the window that was installed in the home is consistent with factory and industry standards.
  Having stated our case, we remain open to any suggestions or mediation that the BBB might be able to provide.
  Thank you again for your time and consideration.
  Respectfully,
  
  **************************
  Director of Customer Success
  **********************
  ****************************************************************
  **************, ** *****
  Phone: **************
  

• Initial Complaint

  02/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired Thompson Creek company to install a new sliding glass door at my house which took place on April 1, 2022. The crew put down a drop cloth both inside the house and outside the house on my new deck which was just completed in October 2021. There were many white stains on the deck boards as well as siding of my house which they claimed was from the bottom of their drop cloth. The crew spent about 2 hours trying to scrub it out of the decking boards and unfortunately smeared it in and made it worse. The project manager showed up later that evening trying magic eraser and hand sanitizer on the deck which did not remove any of the stains. He also looked over the install of the door - made some adjustments, said the lock was put on backwards and replaced a window screen that his crew had broke earlier that day. He aplogized for the damage to my new deck and assumed full responsibility 4/12/22- Project manager lead came out to my home to look over the door and said he didn't like the way the door was installed and said he wanted it redone. He also informed me that they again assume responsibility and will get everything fixed. 4/20- Deck boards that were mostly damaged were replaced by a different company - cost $4284 5/24/2022- Crew comes out to install the door again. It is the same crew that originally installed it which I was promised would be a different crew. Left frame in garage and told me they would get new crew to come out next week. Meanwhile I took off of work this day. 6/3/22- Different crew came to replace frame and reinstall door. 6/10/22- Email from Thompson creek I am reaching out in regards to the deck repairs that you had done as a result of the installation. We have agreed to pay for the repairs as the crew did cause damage on several panels. I will remove the cost of the repairs ($4,284) from your final balance. This will result in a refund as your balance is under this amount. However, when it comes to any further work needed to be done to the deck, we are unable to approve that. We are very sorry that the discoloration was caused by our crew but we are unable to pay for another round of repairs or a full on replacement. The damage to my deck was beyond repairable. The crew ruined my brand new deck that was just finished 6 months prior. The deck installer took the cheapest route first to see if it would work and unfortunately it did not. The replacement boards not only will not match the remainder of the deck boards ( due to different lot) but they were not able to be installed to the same quality with hidden fasteners and symmetrical spacing as when first put in due to railing and other boards already in place. The only way the deck will be back to as close as new as possible is if all of the boards are replaced. In addition to the damage my deck, the sliding patio door was installed incorrectly and had to be redone. I had to take 2 additional days off of work due to this. I am requesting agreement for compensation for restoring my deck to as like condition as it was prior to the start of the sliding glass door installation on 4,1,2022. Additionally, I am requesting a refund for the total cost of the door ($3295).

  

  Business response

  03/29/2023

  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 take your claims extremely seriously and work diligently to bring you to desired outcomes.
  Thank you for the opportunity to resolve your issue. We hope your experience with us moving forward will be positive.
  Sincerely,
  ************************, Vice President

  

  Business response

  04/03/2023

  March 27, 2023
  
  ********************
  Better Business Bureau
  
  
  Re:         *************************************
                  Complaint ID# ********
  Dear ********************,
  Thank you for bringing **. ************* complaint to our attention and for providing us with the opportunity to respond.
  It is our position that we have acted in good faith and have made every reasonable effort to satisfy and resolve the concerns stated in the above referenced complaint.
  There were some missteps that occurred during the installation process which led to some delays and the need for some subsequent repairs of the customers decking and to the need for some touch-up painting as well. The installation crew had caused discoloration to some of the boards on the customers deck and these ulltimately needed replacement. In addition, the frame of the sliding glass door was not installed properly and had to subsequently be replaced.
  At each step, Thompson Creek treated **************************** with respect and responded to his complaints with both empathy and prompt action
  The timeline and details below should clearly demonstrate the level of commitment and effort that Thompson Creek has applied to resolving the concerns that **************************** has outlined in his complaint:
  
  Date of Contract: 02/22/2022
  Purchase Price: $3,295
  Down Payment: $1,098
  Balance: $2,197
  
  Installer deduction for deck: $4,284
  Installer deduction for paint damage: $350
  All Dates Below are from calendar year 2022.
  Preconstruction visit: 02/24
  Install: 04/01
  1 Customer Sliding Glass Door
  QA Notes: Reached out to the crew around 3 to check on the process of this job. They said everything was going well and they were still there. Crew called again at 5:15 and said that customer is not happy about dark spots on deck. Crew said they can clean it, but customer doesn’t want them to because it may damage the stain according to what installer is telling me. Crew said it was their fault. Going to set a job visit for us to assess and see what’s going on. I asked crew to send me pictures, but have received anything. Sounds like the job is almost done from what I’m gathering talking to the crew. After the crew called again, I went out there around 6pm to take a look. Crew was trying to clean customer deck for 2 hours, but now it is showing stains in areas where crew used cleaner. Crew used paint thinner and made it worse. Customer wants a lead to come out and address the door and the entire install process. I explained to him the process that would go from here, but still wants a lead to come out and look everything over. I finally left customer home around 7:15. I rescreened a screen that crew damaged and rescreened. Customer was unhappy with the mesh. Said it was too dark and rest of windows don’t match. Wife signed off on the screen I redid. I also, adjusted the handle, and keeper. Sent crew home about 6:30-6:45 since there was nothing else they could do. Customer is saying deck is unusable now, but it’s still useable. Just spots of deck are stained. Will need someone to call this customer ASAP. -** ***
  Job Visit: 04/08
  PC notated the reason we were going out was because “customer thinks sliding glass door needs to be adjusted.”
  QA Notes: Customer was under assumption a lead would be present on job visit today. They really want a lead to assess the deck and the SGD. They also want in writing that all damage will be paid for. Spoke to ********* in front of customer to have *** get a lead scheduled by Monday or Tuesday. -** ***
  
  Job Visit: 04/12
  Lead to assess deck damage.
  QA Notes: spoke with customer the deck damage is severe. customer is getting an estimate for the deck damage. we will need to replace the SGD frame due to the way the crew used too many screws in the keeper plates. customer is aware. we will change the door before the deck is repaired 1/2 day 5/3 pm -*** ****

  05/23- CUSTOMER SENT *** **** INVOICE FOR DECK REPAIRS (NEVER SENT QUOTE FOR APPROVAL- DIDN’T SEND TO PC WHEN WE CALLED ASKING ABOUT IT IN THE WEEKS LEADING UP TO THE SERVICE FOR SGD) – CUSTOMER SENT PHOTOS OF THE REPAIRS AND HOW HE WAS UNHAPPY WITH IT BECAUSE THE BOARDS THAT WERE REPAIRED DIDN’T MATCH THE ORIGINAL- HE STATED THAT WE SHOULD BE PAYING FOR A WHOLE DECK REPAIR- CALLED A TTS ON 05/24
  
  SBI: 05/24
  Install new SGD frame.
  QA Notes: I’m not sure if this would be placed under Coordinator because **** **** had told them to have another crew besides the original crew would do the service. Original crew now did not do the service it is rescheduled for Saturday. – **** ****
  
  SBI: 06/03
  Same as above
  QA Notes: Service Completed -**** *****
  06/10- I informed the customer that we will remove the cost of $4,284 (which would result in a refund to the customer) but could not approve any other deck work/full replacement as we had already covered the cost of the original repairs (quote not sent or discussed with us before proceeding).
  06/21- Customer gets back to us stating that we need to cover the cost of full deck replacement ($9,500) and the cost of some paint repairs ($350)
  I got with ***/****** again about this and they stated again that we would not be covering the deck replacement cost after we had already paid almost $5,000 in repairs- we did go ahead and write another credit for the paint damage.
  
  ***the customer continued to ask for more money- 50% refund on the cost of the project, entire deck replaced, etc. – I had to continue to turn this down- customer’s project was complete and we paid a good deal of money to have his deck repaired/boards replaced- compensated for the paint damage- corrected the issue with the sliding glass door so nothing more was to be done
  
  Over the course of the last year, Thompson Creek, its Project Managers, and Service Technicians have worked diligently to bring an amicable resolution to these issues. We strongly believe that we have done everything possible and have gone above and beyond in our pursuit of customer satisfaction. The customer has been compensated for repairs in the amount of nearly $5000.00. The deck itself was never rendered unusable as was the customer’s assertion. The fact is that the damage was cosmetic and not structural. In addition, Thompson Creek agreed to pay for the repairs to the deck even though *** ************ went forward with the repairs without providing the estimate to us in advance. *** ************’s prevailing demand is that Thompson Creek should pay for the replacement of his deck in its entirety. It is our position that this request goes beyond the scope of a reasonable remedy.
  Having stated our case, we remain open to any suggestions or mediation that the BBB might be able to provide.
  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: **************

  Customer response

  04/06/2023

  [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:
  There are multiple deck boards still with obvious white stains from the crew that installed my sliding glass door. I was informed multiple times that Thompson Creek would cover the damage that they caused to my deck. The main area that was severely damaged was replaced first and as stated previously it was noted that this is off color from the original decking as the decking comes from different lots. It is spaced differently from the rest of the boards. There are still some white spots remaining on some other boards. It was never stated that the deck is not useable. As ************ noted the deck was severely damaged. To this day it is still damaged. I was promised numerous times that everything would be covered and the deck would be restored to its condition it was in prior to the damage caused by Thompson creek. Nobody from Thompson Creek even came out to look at the deck after the reinstall of the door. 1 year later and I am still left with a damaged deck. 
  
  Regards,
  
  *************************************
  

  

  Business response

  04/17/2023

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

  Thompson Creek stands by our previous statement.

  We have paid nearly $5000.00 to ameliorate issues related to ******************************** complaint.

  We are not prepared to offer any additional remedies at this time.

  Thank You and Best Regards,

  **************************
  Director of Customer Success
  Thompson Creek Window Company
  Phone: **************

  Customer response

  04/19/2023

  [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:
  
  There is still unresolved issues regarding the severe damage that was caused to my deck. I paid around $3000 for a sliding glass door and thousands of dollars for a new deck that was installed 6 months prior to the door. The new deck remains damaged due the negligence caused by Thompson Creek while installing the sliding glass door. Thompson Creek had previously assured me that they would be responsible for any damage that they caused to my deck. As stated numerous times, there is still damage that remains. It is unreasonable for me to have to continue to suffer with this damage that was caused to the deck. 

  Regards,
  
  *************************************

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I met with a Thompson Creek Windows Sales Person in our home on 3/12/2022 to discuss replacing windows in one section of our home. On 3/12/2022, we agreed to move forward with the estimate provided by the Sales Person and put $3000.00 (on credit card) down to allow Thompson Creek to move forward. After completing the 18 month interest free financing forms in late March 2022/Early April 2022. We were notified by Thompson Creek shortly after that the color chosen was no longer available and a new sample was sent out that was a similar color (we still have the sample). After agreeing to the color based on the sample sent, we began the process of scheduling the installation. We then were unable to reach anyone at Thompson Creek to plan the scheduling (well into May before someone responded to multiple emails sent). Eventually we were told verbally that the installation should be able to be scheduled in June/July, then August/September, and finally October the windows were installed (we were told Windows had not been ordered prior to the October schedule). The entire time Thompson Creek was very unresponsive. The Window installation occurred on or around 10/18/2022 and after completed, I reviewed the installation with the installer. I immediately noticed the color was wrong (showed sample) and did not sign the completion papers. For many weeks/months Thompson Creek did not follow up or offer any solution. They then asked us to get an estimate to have the other part of the home on that side painted the same color as the windows and only offered to discount the cost of the painting. We did not accept. They did not offer anything until we asked for a 50% discount, at which point they offered a very week counter, which was not acceptable to us. They replied that this was all they would do and would invoice us accordingly.

  

  Business response

  03/29/2023

  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 take your claims extremely seriously and work diligently to bring you to desired outcomes.
  Thank you for the opportunity to resolve your issue. We hope your experience with us moving forward will be positive.
  Sincerely,
  ************************, Vice President

  

  Business response

  04/04/2023

  March 27, 2023
  
  ********************
  Better Business Bureau
  
  
  Re:         ******/********************; 
                  Complaint ID# ********
  Dear ********************,
  Thank you for bringing ***. ******* concerns to our attention and for providing us with the opportunity to respond.
  It is our position that we have acted in good faith and have made every reasonable effort to satisfy and resolve the concerns stated in the above referenced complaint.
  There were some discrepancies regarding the color match between the customers siding and the products installed at the home by Thompson Creek. As a result, Thompson Creek suggested that **************** contact here Home Owners Association to inquire as to whether they would approve the new paint color that would be a closer match for the products installed. Thompson Creek also requested that **************** obtain an estimate from a painter and, provided that the estimate was reasonable, Thompson Creek would pay for the needed painting. (I will attach the painting estimate that was provided by *****************)
  The Home Owners Association had no issues or pushback regarding the repainting of the customers siding and Thompson Creek subsequently approved the painting estimate provided by the customer and agreed to provide reimbursement upon completion. The estimate of $3140.00 was approved and, in actuality, agreed to pay the customer an even $3500.00 for the painting and incidentals.
  Initially, ***************** was amenable to this offer and the go ahead was given to issue the $3500.00 credit. Subsequently, the customer called back and communicated to the Customer Success Coordinator that she had discussed the payment with her spouse and that they had decided that the $3500.00 credit was not sufficient. The customer demanded more money and let us know that they would not move forward with the painting or payment of the balance until they received an offer that they felt was sufficient to their needs.
  After some discussion, Thompson Creek agreed to offer a total of $5000.00,including $3500.00 for the painting and an additional $1500.00 for any inconvenience that was caused. This offer was also rejected by the customer.
  The timeline and details below should clearly demonstrate the level of commitment and effort that Thompson Creek has applied to resolving the concerns that **************** has outlined in her complaint:
  ****** Timeline
  1.16.23 Customer sent over painting invoice.
  Received pictures from ******************* of rear of home on 1/25
  2.1.23 ******* emailed customer alerting that we would cover the cost of the invoice.
  2.3.23 Customer responded asking for 50% off
  Provided ** **** 2/6/23.
  TTS Cancel per **, directed to give customer 5K in compensation.  Called customer and provided compensation amount.
  2.10.23 customer emailed stating they would settle for 10K in compensation.
  2.13.23 ****** emailed back communicating that the company would be standing firm on the 5K offered.
  2.17.23 Updated loan documents sent via ****************, customer responded that they would not be signing documents until a fair settlement has been received and that a BBB complaint was filed.
  
  It is our position that the requests for compensation by the customer are unreasonable and that satisfactory remedies and monetary remuneration have been offered. Color choices are generally the joint responsibility of the project manager and the customer as colors are approved by the customer in advance. Furthermore, there are no structural or quality issues with the products or the installation that was provided with the exception of the color match issue. Thompson Creek has offered to offset the cost of the painting in full plus additional compensation.
  Having stated our case, we remain open to any suggestions or mediation that the BBB might be able to provide.
  Thank you again for your time and consideration.
  Respectfully,
  
  **************************
  Director of Customer Success
  **********************
  8100 Penn Randall Place
  Upper Marlboro, MD 20772

  Phone: **************

  Customer response

  04/10/2023

  [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:

  The reply from Thompson Creek was not accurate.  Note the following:

  - Thompson Creek provided samples that did not correspond to the color used on the installation and the project leader and others verbally admitted that the color sample provided (which was the color expected) was not even a valid color.

  - Thompson Creek did not reach out to us to try to resolve the problem, offer any solutions, or even apologize.

  - The sale was based on the premise that Thompson Creek did not have time delays because everything is locally sourced.  There were several delays that stretched well beyond what was promised for installaiton.  Again, not even an apology.

  - Very poor customer service.

  - There are many other issues which were relayed to Thompson Creek, but I am ready to be done with them.

  This is not acceptable.

  Regards,
  
  *********************

  

  Business response

  04/17/2023

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

  Thompson Creek stands by our previous statement.

  We have provided a full timeline regarding the project and have offered what we believe to be reasonable remedies and compensation.

  Our offer of $5000.00 was made in good faith and still stands.

  The remaining balance less the $5000.00 will be expected to be paid in full and in a timely manner.

  Thank our time and attention to this matter.

  **************************
  Director of Customer Success
  **********************
  

  Customer response

  04/25/2023

  [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:
  
  Regards,
  
  *********************
  

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a sliding patio door from Thompson Creek. When the rep came, I was informed that the door would have insulation around it, and a project manager would be on sight during the install. I was quoted a price, however during the second measurement, was quoted a much higher price. Once the price issue was resolved, the process continued. On the day of installation, the insulation that I had surrounding the removed door was discarded, and no new insulation was applied, and there was no project manager on sight. After the door was installed, I informed the technician that the door would not open. The technicians then adjusted the door. Afterwards, the gentlemen sat in my driveway and at that point a project manager who admitted to me that he knew absolutely nothing about patio doors came in with an invoice for almost twice as much money. I informed him of the price that I was quoted and then he pulled out a second invoice, less than the first, but more than what I was quoted. I informed him that was not what I was quoted and he called the office to confirm. At that time he spoke with *************************, who confirmed the price, and I gave her my credit card to charge the amount owed. I did not receive a receipt and called ******** who sent an email that my account was paid in full and was told via phone that if anyone should call me in the future regarding the bill, to inform them of the email.; I was told weeks later that I owed a deposit on the door. The trim on the outside of the door is not straight and I have sent several emails to ********************* regarding this who has sent three people to my home, once when he knew that I would not be available, once without my knowledge. The door has been adjusted three times, the trim inside has cracked, the door lets in cold air, and the last technician noticed that the flashing outside trim is 1/2 inch off on the right side, which has not as of yet been repaired, but would be adjusted as a "courtesy".

  

  Business response

  03/29/2023

  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 take your claims extremely seriously and work diligently to bring you to desired outcomes.
  Thank you for the opportunity to resolve your issue. We hope your experience with us moving forward will be positive.
  Sincerely,
  ************************, Vice President

  

  Business response

  04/03/2023

  April 3, 2023
  
  Better Business Bureau
  Attention: ********************
  
  Re:         *********************
                  Record Number ************
  
  Dear ********************,
  Thank you for bringing ************** complaint to our attention and for providing us with the opportunity to respond.
  It is our position that we have acted in good faith and have made every reasonable effort to satisfy and resolve the concerns stated in the above referenced complaint.
  The installation of the sliding glass doors was performed in line with the factory specifications and consistent with the contract that was signed by *********. Numerous  visits have been conducted by our Project Managers and Service Technicians in an effort to ameliorate ************** concerns.
  Recently, we have had a great deal of difficulty in reaching ************ despite numerous follow-up calls and emails from the Customer Success Coordinator assigned to her account. She was unresponsive for a number of weeks recently as we attempted numerous types of outreach throughout the month of March. When finally reached on March 28th, ************ informed us that she had been out of town and had not receieved our messages. She was unresponsive from March 4, 2023 through March 28, 2023. Our records indicate that a total of six visits to her home  have been executed by installation crews, Project Managers and Service Technicians from August of 2022 through December of 2022.
  ************ continues to state that there are remaining items to be corrected regarding our installation but we are unclear as to what these issues actually are. When she finally replied to one of our emails on Tuesday March 28th,she simply stated that she had been out of town and wanted to know when someone would be here to fix the door Our Customer Success Coordinator responded immediately requesting ************** availability for a service visit but as of today, we have not received any further communication.
  Regarding the missed deposit of $770.00, this mistake on our part was communicated to ************ in a timely manner as an apology was issued for any inconvenience. However, during a conversation between our CSC and ************ on a recorded line, she acknowledged this mistake and the outstanding balance of $770.00.
  As of today, we need to attempt to accomplish the following:
  -Collection of the remaining balance that was left out of her payment in error ($770.00)
  -Scheduling of a service visit at ************** convenience.
  -Correction, if feasible and possible, of the remaining issues sited by *************
  The  details provided above should clearly demonstrate the level of commitment and effort that Thompson Creek has applied to resolving the concerns that ************ has outlined in her complaint.
  We remain open to assisting ************ in any reasonable manner that might be identified going forward. Our goal is always to satisfy the customer and we welcome any suggestions or mediations that the BBB might be able to offer.
  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: **************

  Customer response

  04/05/2023

  [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:

  6 project manager or technicians have never come to my home. The one project manager that Thompson Creek sent knew nothing about the installation of sliding glass doors which he stated to me himself. As of today I learned that Thompson Creek has scheduled someone to come to my home on April 12th however no one spoke to me regarding this alleged appointment before it was made. I never admitted to Thompson Creek that I owed them $770 dollars on a recorded line. Thompson Creek never asked for a deposit for the door and when given my credit card to charge the door, in their efforts to keep increasing the price of the door forgot to charge this, sent me an email stating that I was paid in full. I subsequently called Thompson Creek and was told that if someone calls me stating that I owed more money to tell them that the account was paid in full (*************************). It was not until I stated that I was going to contact the **** in regards to this as well as my credit card company that I received a response to my numerous emails regarding the door to the project manager who they later claimed no longer works for the company. They have sent one service technician to my home on a day that I was not there, when I told them I would not be home, which was captured by my security system. Two technicians have made adjustments to the door, and the inner casing is separating and I do not even use the door. If the issue is not resolved in the next thirty days, I will file a complaint with the **** and file a complaint with my credit card company, as this is unsurd. They last gentleman that came to my home and informed me that the door measurements were off on one side stated that he could not fix it at that time, that that would need to be scheduled, however told me that I was supposed to pay him $770 to which I informed him that I would not even entertain that with my door looking the way that it did
  
  Regards,
  
  ***********************

  

  Business response

  04/17/2023

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

  Below is the requested resolution to **************** complaint. We remain available to return to her home and correct any issues to the best of our capability and Thompson Creek stated as much in the previous response.

  ************ need only call her Customer Success Coordinator or our service department, and we will schedule a service appointment and have one of our technicians return to her home.

  Thompson Creek has not, at any point, refused to make necessary corrections or repairs. 

  Desired Settlement:

  Other (requires explanation)
  repair/reinstall door with insulation, fix inside trim, fix the outside flashing trim to correct/adjust the 1/2 inch that it is "off"

  We have offered to provide ************ with specifically what she requests as a desired settlement in her initial complaint. We are not requiring $770.00 in order to complete the necessary repairs but simply provided an overview of what the $770.00 issue was from our perspective. 

  Thank you once again for your time and consideration.

  **************************
  Director of Customer Success
  Thompson Creek Window Company

• Initial Complaint

  02/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Had Thompson Creek Windows Installed in our entire house in 2018 which have a lifetime guarantee. Believe the cost was $16000. Two of the windows in the living room are having condensation issues. Over the past month, we have called and left 5 voicemails which are never returned. We would like to have this warranty issue addressed.

  

  Business response

  03/29/2023

  Good afternoon, our records indicate client ****** began communicating with our service department in February of 2023. Upon making contact it was advised that two of the windows installed in 2018 were experiencing condensation build up recently: with a heightened concern in the afternoon when the sun is directly on the windows. Following protocol, the customer assurance coordinator scheduled a visit with a technician for March 29th, which at that time it was determined there is seal failure in the two double hung windows located in the living room. We will be replacing both sets of the sashes under warranty and at no charge to the customer on April 24th which is the agreed upon date, that allows adequate time for manufacturing. 

• Initial Complaint

  02/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  - Thompson Creek was unable to install on the original installation date of January 20, 2022 because of a vendor delay (supply chain issue). Thompson Creek was able to install the door on February 23, 2022; however, the sidelite was not sitting in the frame correctly. On March 1, 2022 a quality assurance manager discovered that the door was not perfectly aligned with the jamb and header. On March 15,2022 a senior quality assurance assessed the door and decided to reorder a new door frame with sidelites and reuse existing slab. Thompson Creek received notification of vendor delays for the service scheduled on June 16 and July 5,2022. On July 20, 2022 Thompson Creek went out to install new door frame with sidelites; however, the same issue was discovered. Thompson Creek ordered an entire new door unit to be installed on November 2, 2022. The new unit came with the same imperfections.- There have been 4 different Project Coordinators assigned to this project.- Thompson Creek will provide proof that a new door was ordered on November 1,2022 following the failed quality assurance check on the previous door that scheduled to be installed on November 2, 2022.- Thompson Creek will perform any carpentry work needed to restore the surrounding areas of the door to ensure solid structure and quality.- Thompson Creek will send out an English speaking crew as well as a Lead Project Manager on the day on installation to ensure a quality installation.- Thompson Creek will perform a final quality assurance check on the new door on November 21st to ensure a quality product.- Thompson Creek will provide a full refund to the customer directly if the door does not pass quality assurance. The remainder of the loan will be cancelled.- Thompson Creek will cover the costs paid by the customer thus far if the door is able to be installed to the customers satisfaction.- Thompson Creek attempted to install a third door on February 6, 2023. However, that door was not of quality.

  

  Business response

  03/29/2023

  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 take your claims extremely seriously and work diligently to bring you to desired outcomes.
  Thank you for the opportunity to resolve your issue. We hope your experience with us moving forward will be positive.
  Sincerely,
  ************************, Vice President

  

  Business response

  04/04/2023

  Good Morning ********************,

  On March 3, 2023, Thompson Creek Refunded the entirety of ********************************* money AND allowed her to keep the door that we installed at not charge. 

  Although there were installation issues along the way, we were in regular contact with the customer and were always respectful and took timely action as requested.

  Due to the above stated facts, I am hopeful that we can consider this matter closed. Please feel free to reach out to me directly if you have any further questions.

  Thank you very much for your time and consideration,

  *****

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

  Director of Customer Success

  Thompson Creek Window Company

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

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

• Initial Complaint

  02/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company did not install the new gutter on the front of my house like the old gutter had been. The gutter does not extend to the edge/end of facia because they reattached the awning over the front too high not allowing enough space for the gutter to extend to the edge like it did before. Now I have a new problem, rain water runs down the roof in between the awning and the front door. This job was done completely wrong and Thompson Creek will not acknowledge this mistake or converse with me to find a resolution.

  

  Business response

  04/13/2023

  April 13,2023
  
  ********************
  Better Business Bureau
  
  Re:  Complaint ID  ******** 
          ***************************
                
  Dear ********************,
  
  This issue was resolved, and the account paid in full as of 03/17/2023.
  
  ****************** was not satisfied with the way the gutters ran against the awning in the front of the home. She wanted us to remove the awning and extend the gutters to cover that portion. This was not a part of the original contract.  She thought this should have been discussed with her earlier in the process and that the way the installation looked was not acceptable.
  
  After a bit of back and forth, Thompson Creek Leadership determined that we would accommodate the customers wishes and the work was completed to ******************** specifications and at no additional charge to the customer.
  
  Respectfully,
  
  **************************
  Director of Customer Success
  **********************
  8100 Penn Randall Place
  Upper Marlboro, MD 20772
  Phone: **************
  

*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. ↩