Complaints

This profile includes complaints for Premier Windows & Glass Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Premier Windows & Glass Corporation

  324 Seth Pl Rockville, MD 20850-1546

  
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  Premier Windows & Glass Corporation

  P.O. Box 12223 Bethesda, MD 20814

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/04/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/9/22, I got a quote for repair of leaking window frame. The work included sealing the frame from exterior and interior and I paid deposit. The crew came on 6/17/22 and only did the exterior sealing and tried to leave. The work quote was focused on interior so I called the company and the manager/owner had to call the crew and have them come back to complete rest of interior labor. They were in the home for no more than 5 minutes to remove top frame of window and sprayed some foam and left. I was shocked that the majority of labor could be done in less than 5 mins. Nonetheless, they assured me it was complete and I paid the remaining balance to total of $384. Within 3 weeks, we had another heavy rain and the window was leaking again. It was as if no repair or seal was ever done. I called the company and they came back out on 7/21/22 to assess. I was told that I need to remove all exterior window panel and replace with new material. I questioned workmanship of the first job and they said they underestimated the scope of work and guaranteed some discount to the next quote. On 7/26/22 I was given new quote for additional $218 to complete the second repair. I scheduled appointment for noon on 8/4 after I paid deposit. On 8/4 at 11:46a I received a text from Yura (*** ********) that there was new quote sent to my email that morning. The new quote was now $592. The scope of work had not changed so I was shocked by the new price. They intentionally waited until the appointment to gouge the price. I called Yura and he said the first discounted price was a "system error" and that the materials cost over $200 so he would not honor their original quote. Their contract clearly states the price is valid for 90 days. They refused to come unless I agree to new price. They breached their own contract at the last minute and used high pressure tactic to try and overcharge me at the last minute. I want my money back for the shoddy work they did the first time.

  Business Response

  Date: 09/07/2022

  ---------- Forwarded message ---------
  From: Yura H************ <[email protected]>
  Date: Mon, Sep 5, 2022 at 10:17 PM
  Subject: Complaint ID #********
  To: <[email protected]>
  

  
  

  Hello

  
  

  I would like to address the complaint ********.

  
  

  First of all I would like to apologize for not responding on time. I did receive the notice, but missed the second follow up email and never responded. I would like to explain our side of the story.

  
  

  Customer was right with most of the facts but turned them to their advantage, and portrayed my company as shady and accused us of wrongdoing. Here is what actually happened:

  
  

  On june 9th we came out and gave a quote for $384.40 to recaulk (seal) the leaking window from outside, as well as to remove interior trim and apply some spray foam from inside to seal the window from both sides. When our crew came out to do the work on June 17th, they did the sealant from the outside, but missed the part on the inside the house, but they never left the customer property, and the manager called the crew and explained what needs to be done from inside the house, and they completed it accordingly, as it was stated in the quote.

  
  

  Almost a month later on July 13th, we came out for another estimate because the customer was still complaining about the leak from the window. So we provided a second estimate for completely different, more in depth repair, that required completely removing the exterior window trim. Sealant of the window and redoing the trim to stop the leak. The new quote was $722, which was supposed to have a 10% discount. However, we did have an error in the system that applied a 70% discount to that specific quote. So the quote ended up being $722 less 70% discount = $216,with a requested $76 deposit that the customer has paid us. Instead of $722 less 10% discount = $649 (and we still offered to do the entire job for $592. When we found out about the error, and we found out about it the night before the job was scheduled for installation, we were trying to reach the customer in the morning to explain the situation. However, we were able to reach her only closer to 11 am. We took responsibility for the error and we offered to refund the deposit, and we did refund the deposit. However, at the same time we explained to the customer that the second quote is completely for different types of work and that's why it costs more, and requires different types of repair, and material. Customer requested a refund of the deposit, and the deposit was immediately refunded in full. 

  
  

  Now, I would like to add a little summary from my professional experience. We were not the company who installed the window, or built the house. We were not the company who did aluminum trimming around the window (the second quote was given to address that aluminum trim). Any time the window is leaking, it is not installed correctly. With this specific customer the issue was also with siding because the water from the rain was leaking from the siding also, which again we didn't install nor do we do any type of repair on the siding. Thus, I completely disagree with the customer that we did any wrongdoing to her, or misled her in any way. And she was just happy to blame the last contractor who got involved with that window. Besides that when our manager tried to call her he was able to reach her from his personal cell which is Chicago area code, and the customer happened to have a chicago suburbs area code as well. And the customer was quite unprofessional posting somebody's personal cell on a public review. 

  
  

  Again, the refund that the customer requested for the work we didn't end up doing was refunded in full. 

  
  

  Feel free to reach out with any other questions.