ComplaintsforThompson 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: **************
  

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We made a deposit to install a new shower and new tub in two of our bathrooms on 9/1/22. The salesman was professional and friendly and it sounded like it would be a high quality product/service but it was not cheap, we negotiated $20K. They never called us to confirm the materials they ordered weeks later, so I had to contact them. They confirmed the install date of 11/30/22. They arrived on time and installed both in one day. But we later realized that they sacrificed attention to detail in the name of speed. There were several missing parts that were never ordered (even though I confirmed all the parts), about 20 different areas of damage to our dry wall (leaks, dents, cracks), trim done very poorly and left in unsightly condition, they broke our light fixture and I am still waiting to be reimbursed for that and they completely scratched our brand new luxury vinyl floors in about 15 spots (which are very durable and hard to damage in the first place). It is now 1/12 and I have spent many weeks going back and forth with them to get all these issues addressed and the damages repaired by their team. It has been like pulling teeth. I keep reaching out to the project coordinator, sometimes it takes days to hear back and every question I ask is met with "I have to check with my manager and call you back." It's been incredibly inefficient and ineffective for the customer. They've now had people come back twice and they are still missing materials and have not fixed the damages. We had another appt scheduled for them to take care of everything, which they cancelled same day and rescheduled. This has been a ridiculous, unorganized, sloppy experience which has really surprised me for such a recognized company. Still waiting to have everything fixed and be reimbursed for our light fixture and floors.

  

  Business response

  02/21/2023

  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

  03/29/2023

  Good afternoon, upon looking into client ********* concerns, we have determined that during the time of the installation there were some damages to personal property (light fixture) as well as some abrasions in the dry wall. We have successful repaired all imperfections in the dry wall, as well as provided financial compensation for the client for overall client satisfaction. We have agreed with client ******* that there are no further outstanding concerns at this time. 

  Customer response

  04/11/2023

  From: ************************* <*********************>
  Date: Tue, Apr 11, 2023 at 10:57 AM
  Subject: reply to BBB complaint
  To: <************@mybbb.org>
  
  Hello *****, 
  
  I saw that Thompson Creek replied to my BBB complaint saying that all the work was completed satisfactorily. I intended to reply back to that but didn't get the chance last week and now it's saying the complaint has been closed so I cannot add my explanation to the complaint.
  
  I am not sure if this can be added to the original post, but if it can be modified, I'd like to add this.
  
  On paper, yes, everything has been addressed and resolved. However, we had to have people from Thompson Creek come out to our house about 8 times from the date we bought the service until the day everything was done. It was only supposed to be 2-3 visits. Each time they came, they were always missing some materials and needed to come back to finish things. They also continued to cause more imperfections each time they visited to work on repairs. Not only that, but there were several repairs that they weren't able to do or did poorly so we had to hire someone else to come take care of a number of other repairs. So that is another contractor in and out of our house numerous times fixing things that Thompson Creek did poorly. Thompson Creek did eventually reimburse us but they were dragging their feet and weren't able to confirm dates or tracking numbers of the checks, so we were really unsure whether they would do what they said.  
  
  After all our troubles and inconsistent answers, I rang the alarm bells and contacted our original salesperson asking if he could get me in touch with an authority figure who could help us. I eventually got in touch with a coordinator who was supposed to be the manager of that team. I communicated with him via email and phone several times and he was extremely rude. He just kept making excuses about their poor performance, and treated me like I was being difficult. He definitely did not ever apologize or treat me like a valued customer. He also stalked my ******** profile multiple times which made me feel uncomfortable. All in all, it was a horrible experience working with this company pretty much from start to finish. It was extremely inconvenient, stressful and frustrating. I will never work with Thompson Creek again nor would I recommend them to anyone else, especially not for bathrooms! 
  
  Thank you for your consideration of my feedback. 
  
  Thank you, 
  
  ***********************;
  

  
  

• Initial Complaint

  01/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  November 9, 2022, I met with Thompson Creek sales representatives. I provided a deposit and was promised, per contract, that job would be complete by December. The representatives that I met with did not even remember what they quoted. They sent pictures of doors and windows that were not anywhere near the actual quoted. They were only to replace-not provide something not clearly identified. They stood on the premises, looking at the doors and windows, yet couldn't remember what they saw and quoted. The project is on a rental property. I told them that I could only agree to them doing the project if they could agree to getting it completed in December 2022. They put that into the agreement. The property is now rented, and as I told them at the time of the deposit, the project had to be completed in December 2022 because a tenant could not be expected to endure contractor disturbance and the property was scheduled to rent on January 1, 2023. I have sent multiple emails asking they cancel the contract and refund the deposit. I have heard nothing from them. They had no problem sending emails as they forcefully tried to sell me something that was not even close to what was quoted. Thompson Creek Windows needs to refund my deposit without delay. The reviews of this company are consistent in detailing how they rip off consumers. The only resolution to this situation is for Thompson Creek Window Company to refund my deposit. It is my hope that should they continue in business, they will take a good look at who pays their bills and do right by the consumer.

  

  Business response

  02/21/2023

  Good afternoon, upon reviewing ************************** concerns, her contract was cancelled and deposit was refunded on Jan 9th 2023. The time line provided from the point of sales was no in alignment with the timeline for fabrication resulting in Thompson Creek dissolving the contract. We hope this resolves the issues for ****************, and we apologize for any frustration this has created. 

   

• Initial Complaint

  12/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I entered into contract with Thompson Creek in January 28, 2022 to update my Patio sliding glass door as well as a picture window. The picture window was installed wonderfully, beautifully and without problems. The problem is with the patio sliding glass door. Looking inside to the outside, the original request was to have the door slide from left to right, as the original sliding glass door that was there previously would be. The project coordinator at the time, *********************** reassured me that was possible. Thompson Creek has been out to my condo on 7 different occasions to fix this, arriving with the sliding glass door opening (right to left) with the same door everytime. I had multiple phone conversations with ****, who has since left the company about this discrepancy. I've had multiple conversations with ***************************, his manager, who has provided minor discounts for inconvenience. The project has now been handed over to ******. Every conversation i've had about this door with construction crews, and phone calls was never documented at anytime. It's like my conversations, grievances, and communications don't matter. Communication is nonexistent. ****** has confirmed that everytime I told project managers and crews the issue, no one documented it. I've spent close to $13,000 on this project and we are coming up on an entire year of this not being resolved. As an ***** *****, I have patience, but I find this to be beyond ridiculous.

  

  Business response

  01/10/2023

  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

  02/21/2023

  Good afternoon,

  While reviewing ************************** concerns, Thompson Creek has opted to place a full reorder on his door to ensure client satisfaction. Currently ************************** installation appointment is scheduled for February 27th to remove the existing door and install a new unit.   

  Customer response

  03/07/2023

  [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 project has been delayed twice again. Original installation was Feb 27th, it was changed to March 17th, and now it is March 20th

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

  Customer response

  08/28/2023

  From: <************************>
  Date: Mon, Aug 28, 2023 at 1:06 PM
  Subject: case number ********
  To: <**************@mybbb.org>
  
  Thank you for following up.
  
  Apologies for not communicating this was resolved sooner, my elation in never having to deal with Thompson Creek ever again got the best of me.
  
  Thanks,
  ****

• Initial Complaint

  12/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'd like to share the following information about a possible defect in in the installation of ten replacement windows by Thompson Creek Window Company (TCW) on December 1, 2017 for a total cost of $10,224.30. According to a September 1, 2020 letter (attached) from the ******** ******* Board of Directors (**BD) and an accompanying Engineer’s Report dated August 26, 2020 (attached), TCW’s installation methods did not meet requirements of the **BD. After initially refusing to correct the issues raised in the report, TCW reversed their position and verbally committed to fix the issues at no cost. The reversal occurred during a February 2021 phone call between a representative of TCW and an attorney with ********, ****** and ******, Attorneys at Law, following up on a letter he sent at my request to the President of TCW, **** ***** ***, on January 12, 2021. Since then, the **BD, their engineer and TCW have failed to come to a mutually satisfactory agreement on remediating the issues raised in the engineering report. The issues remain unresolved to this day. TCW does not return phone calls nor appears to want to honor commitments to correct problems, warranty or otherwise. I sent a registered letter to *** ***** on December 5, 2022 requesting service under their “Transferable 50-year Workmanship Warranty.” No response has been received. Follow-up calls and voicemail messages to *** ***** on December 8, 2022 were not returned as of noon, December 8.

  Customer response

  12/10/2022

  Warranty attached, per your request.

  

  Business response

  05/03/2023

  Dear Sir or Madam, 
  It is the position of Thompson Creek Window Company that we have acted in good faith in agreeing to replace and reinstall the windows in question as a courtesy to our customers. We would also like to stipulate that we acknowledge no defect in the original installation of our windows and that the installation was consistent with both Thompson Creek and industry standards.  
  In multiple email and phone communications occurring between August and December of 2022 involving our Senior Project Manager, **** ******* and ****** ****** of ****** ********** representing the ******** ******* Board of Directors, Thompson Creek spelled out in great detail the specific steps that would be taken in the replacement and installation of the new windows and submitted these plans to *** ****** for approval of the ******** ******* Board. It was also clearly stipulated that Thompson Creek would NOT be responsible for the removal of the siding and/or brick veneers to facilitate the new installation strategy and construct. The responsibility for the removal and reinstallation of siding and veneers would sit firmly with the **BD and the contractor that they would choose to complete this work. It was also stipulated that the cost of this removal and reinstallation would be borne by the homeowners and would not fall on Thompson Creek Window Company. 
  To date, we have received no notification that the **BD has scheduled dates for the required removal of the siding and/or veneers, and, as such, Thompson Creek has been unable to proceed with the window replacement as stipulated.  
  Regarding the warranty attached by *** *****, it is the position of the Thompson Creek window company that the warranty was voided when the existing windows were removed by contractors and/or technicians not employed by Thompson Creek. This is in clear violation of the terms of the warranty.  

  Lastly and perhaps most importantly, and to the best of our knowledge, Mr. Craig no longer owns the property in question and factually no longer has any bearing on the outcome of this matter. 
  

  Thank you for the opportunity to address this issue and p
  

  Respectfully, 
  **************************;
  Director of Customer Success 
  ********************** 

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had a new roof installed by Thompson Creek using *** products in July of 2019. We noticed a water spot in our guestroom in Nov of 2021. We called Thompson Creek and they sent out a project manager. He said he would get a crew out to fix it and we didn't need to be home. We noticed in January that the leak was worse. When we called Thompson Creek we were told that project manager had quit and didn't send a crew to our home. Thompson Creek has been out to "fix" the leak 4 times or more since then and haven't been able to. When it rains we have water running down the walls of our guest room. We were confirmed (in writing) to have the front side of our roof replaced by them today. My husband stayed home from work. After 4.5 hours of trying to get in touch with someone and being told a crew would be there by 2:00pm, my husband called back at 2:00 to be told no one was coming and that they were never planning to. That a crew showed up at 7:00am and saw no materials to do the job so they left for the day. Our roof is under warranty. We just want Thompson Creek or *** to fix the roof and at this point it should be an entire roof replacement (we're in a small townhouse). I've asked to speak to a manager at Thompson Creek for 9 months. I can't get anyone to talk with me. Our job number is *********

  Customer response

  04/04/2023

  From: ********************* <********************>
  Date: Tue, Apr 4, 2023 at 2:44 PM
  Subject: Complaint ID #********
  To: [email protected] <[email protected]>
  
  Hi,
  
  The company contacted us the day after I submitted the BBB complaint and the issue has been resolved. They replaced the part of the roof that was damaged. Just wanted to provide you with an update because I received a notice today that they never responded to you.
  
  Thank you!
  *******

• Initial Complaint

  11/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Thompson Creek MHIC  License # ****** Bathtub Remodel Date of Contract: 07/01/2022 Purchase Price: $9349.68 Down Payment: $3200.00 Remaining Balance: $6149.68 Dates of Service: 09/29/2022 - 10/05/2022 *Was partially guaranteed to be same-day.*We only have one full bath in our house, we were without an operational shower for 7-days.*Problem after problem kept occurring, see letter I sent to Thompson Creek attached. *Still have not fully completed the work. They need to schedule install date to replace a wall, finish installing soap dish and corner shelf. Have not heard from them. I called yesterday for an update.

  

  Business response

  11/30/2022

  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

  12/02/2022

  Good afternoon, upon investigating **. *******’s concerns it was determined that initial resolution presented by the installation manager was not accepted by the client. In lieu of installing an additional panel over the area of concern, we have placed an entire reorder of the materials needed to remove the existing and install new wall panels. ******************** is aware of this action plan and agreed to an installation date of January 16th due to material fabrication lead time. We are appreciative of this oppertunity to correct any concerns ******************* has, and look forward to finalizing her bathroom.

  Customer response

  12/03/2022

  [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,
  
  *******************************
  

  Customer response

  03/13/2023

  [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 submitted about our experience with Thompson Creek, case number ********. The shower installation is now complete. Thompson Creek took time to decide about compensating us for our inconvenience and is only compensating us $750. We owe the remaining balance of $5399.68. I do not agree with this amount and believe that we should be compensated more. Attached is an updated letter I sent to Thompson Creek from January about our experience.
  

  Regards,

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

  

  Business response

  03/29/2023

  Good afternoon, as of Jan 16, 2023, client ******** is completed per contract and we have extended compensation in the amount of $1500 due to time, frustration and inconvenience. 

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After purchasing windows for my entire house, it was discovered that a sash was defective. I was told in August of 2022 that the sash would be delivered by September. It is now November and the sane sash that has been on rush order since August "may" be ready in December. Ive had a September, October and November delivery date canceled the day before delivery. The project coordinators have been rude and lied about the means in which they contacted me. I have asked for someone in a supervisory role repeatedly and was told that was not possible. Horrible company who doesn't care about customer service and a complete install of non defective products after you've paid your money.

  

  Business response

  11/30/2022

  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,
  Brian F. W*******, Vice President

  

  Business response

  12/02/2022

  Good afternoon, upon investigation of **. *****'s concerns, it was discovered that one sash containing tempered glass did have an imperfection between the panes of glass. We were unable to remove this discoloration on site and a service order was placed to refabricate the material needed to resolve this matter. After the initial order was placed, we did experience multiple material delays due to supply chain issues. Since then, we have received the necessary materials needed to resolve *** ****** concerns, and currently have a project manager scheduled to deliver and install the sash on December 19th. We are appreciative of the opportunity to make this right and sincerely apologetic regarding any delays that were encountered.

• Initial Complaint

  11/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Nov 8, 9, 10, ...I was hacked online by one of the service companies who sell people's search information. Ever since then, Thompson Creek has been harassing me. They call me at least 2-3 times/year. I have blocked them from email and from my cell phone, but they continue to leave messages. I have told several of their associates to take me off of their list, but the calls keep coming. If I block a number, they use a different one to get through. I am SOOOO sick of that company. I would never and will never buy ANYTHING from them. I want them to leave me alone!

  

  Business response

  11/30/2022

  Good afternoon, we do apologize for any attempts made from our marketing department. We have now added your information to our do not call registry, this should resolve any marketing attempts.

  Thank you, 

  Customer response

  12/01/2022

  [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

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear BBB, I write to file a formal complaint against Thompson Creek Window Company Lanham (“Thompson Creek”) for several reasons. First, Thompson Creek misrepresented the product they sold to us. They advised us that the windows we are purchasing will be the same size and shape as our original windows. However, the windows they delivered and installed are not the same size and shape as our original windows. They are smaller than our previous windows and their layout is different. Second, Thompson Creek misrepresented the professionals who will be doing the installation. They promised us the people installing these windows are employees of the company who know what they are doing and not contractors. This proved to be a lie. The construction crew who came to our house to install these windows were contractors and they had no idea how to install the windows. As a result, they damaged the windows, the walls, and made a mess during the process. To date, you can still find broken glass and nails all over our floors left behind by Thompson Creeks team. Thompson Creeks lead, *****, visited our project after installation and confirmed that it was not professionally done. We have pictures to prove all of this. Third, Thompson Creeks construction crew destroyed our front lawn, and the company to date has not fixed the issue or reimbursed us for the damages they have caused. Fourth, Thompson Creek is not responsive to our complaints. To date, we have brought these issues to the attention of the company by phone calls, text message and emails but they are simply not responsive. The company continues to pressure us to release the remaining funds for the project. We respectfully ask for your help in this matter. We have contacted a new company to replace the windows Thompson Creeks installed and the process will take several months until the new windows are ready and installed. Respectfully, ***************************

  

  Business response

  11/30/2022

  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 ** moving forward will be positive.
  Sincerely,
  ************************, Vice President

  

  Business response

  01/10/2023

  Good afternoon, to whom it may concern, after conversations with the client, it has been determined that Thompson Creek will be removing the windows and sliding glass doors from ************************* in Washington DC.. We will be moving forward with the buyer protection guarantee and the client will receive a full refund once the physical material is received back to Thompson Creek. Any damages that were in relation to the installation we are awaiting invoices to verify damages and cost repairs. Once those document are received, we will issue a refund as well. 

*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. ↩