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Business Profile

Home Improvement

C & L Ward Bros., Co.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/06/2023

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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.
    My husband and I signed a contract with C&L ward on 2/17/23 for 4 new windows to be installed in the amount of $8,110.28. We provided a deposit of $4000.00 at the time of signing the contract. The windows were projected to be installed on 6/2/23 but were installed on 4/26/23 and from that point on it has been a nightmare. Out of the 4 windows installed, 3 of them were installed with damaged moldings around the windows, 1 of them had a cracked frame and 2 of them were not finished on the exterior due to them not ordering enough material. While we do understand things happen, this is excessive. We had to take time off work for the measuring to be done so that enough material could be ordered but that didn't happen. We had to take another day off work for them to come back out and replace all the damaged moldings they originally installed. After they installed the new trim they left a massive gap between the kitchen wall and window around the moldings. The gap was so big I would fit almost my entire hand behind it. I called immediately and explained the gap and the ants that were now coming in through it. Then we had to take another day off work for the window with the cracked frame to be replaced. I thought at this time they would also fix the large gap around the kitchen window but they installation crew stated they knew nothing about this. Then I had to request a supervisor to come out and inspect the completed work when the contract clearly states "upon completion of your project, a manager will perform a final inspection". When I mentioned this to the office they stated no, I would need to request it. On 7/6/23 the manager came out to inspect the window installation and when he arrived he said he was only told to inspect the kitchen window and that he would have to set up another appointment for another crew to come out and fix it. How many days of work do myself or my husband have to miss for this company? The manager never inspected any of the other 3 windows.

  • Initial Complaint

    Date:08/05/2022

    Type:Customer Service Issues
    Status:
    Answered
    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.
    I purchased a window replacement with C & L Ward on February 5, 2022. The price quoted for the window replacement was $2,634.23. I gave them a check for half that amount as a deposit ($$1,318) on February 5.I have tried calling them many times without response or an answer saying they would get back to me but never did. The first delivery promise was June 25, 2022. Later, another response of early September, then another date of late September to arrive in their warehouse without any promised installation date. I inspected the outside of the window today and the sill trim is tipped with possible glass slipping down (and out) any day now.HELP!

    Business Response

    Date: 08/12/2022

    I spoke with our Chicagoland general manager & reviewed photos & to say the window is falling out is an exaggeration.In truth what happened was some capping came off & our service tech has it fully secured now. We do apologize for that inconvenience.
    We also apologize for the delays weve seen from our manufacturer over the past couple years (our industry is still feeling the effects of the pandemic as most industries are) but ******** Windows &Doors has agreed to expedite your window & we should have it very soon. The dark bronze you desire is a color that has always taken a little longer to get but were not satisfied with current lead times & were doing everything possible to speed things up for all clients.
    Lastly, & this is the one that bothers me most, we are SO sorry for dropping the ball on communication. Your initial project coordinator is no longer with the company & it took a little time to get our awesome new project coordinator up to speed on all client needs.
    Please accept our sincere apology your project is going to turn out great!

  • Initial Complaint

    Date:08/01/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Poorly installed roof. Installer were fired for poor quality service by C&L ward, we were told post installment. Have had leaks in home due to incorrect installation , mold and nails still surrounding the property. Had someone come out and were told it was not done correctly. Shingles are already lifting and parts are buckling. The piece of siding they touched is lifting off our home, allowing bugs to make their home. ****** the project coordinator, is always "away from her desk" when you call back after a negative conversation. And they want to assess your house and project with or without you home?

    Business Response

    Date: 08/26/2022

    We sincerely apologize for the inconveniences faced during this process. As you know were in good communication & were working to get the last outstanding issue(s) resolved posthaste. We at C&L **** pride ourselves on taking all grievances seriously & making right any mistakes made. Errors do occur from time to time in this industry & we appreciate your patience & ***** as we strive to be better every day. 

C & L Ward Bros., Co. is BBB Accredited.

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