Complaints

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:12/17/2024

  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.

  Heres the revised review reflecting the clarification:Im very disappointed with my experience. During the first visit, I was given a verbal quote but nothing in writing. I had them come back out to quote our bay window, but during both visits, the window above our kitchen sink was missed.I was later contacted by the sales office via calls and texts, stating they could do the job for $. I specifically confirmed that this price included all windows, including the bay window. However, when the salesman returned, he identified that the window above the kitchen sink had been missed and claimed they couldnt honor the price.I was never provided with a formal quote to review and verify for accuracy. The new price jumped nearly 3k, and although I offered to split the difference, this was declined. This kind of inconsistent communication and unprofessional handling of the pricing is unacceptable.

  

  Business Response

  Date: 01/07/2025

  One of our employees made a mistake, acknowledged it, and apologized for it when it happened. We are currently working with a programmer to get our quoting system to format quotes into a PDF and email them to customers, however, that most likely will not be complete for another several months. 
  
  We do our best with pricing, however, in this case, it got confusing due to providing several different iterations of the quote (with and without a bay window, just windows in existing bay shell, new bay shell, etc.).  Regardless, we strive to do better and be as transparent as possible.  If the homeowner wants to send me sizes and pictures of the windows he wants replaced, I'd be happy to revisit the quote and price it myself.  

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

• Initial Complaint

  Date:11/27/2024

  Type:Service or Repair 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.

  My husband and I ordered and purchased windows from Weathergard on July 12, 2024. We were informed upon providing the down payment that windows we ordered due to special type being bow windows would take a maximum of 10 weeks from deposit to install. It has been 20 weeks and we have no windows installed. I have to say the experience with customer service and sales *** was absolutely awful. Additionally the team at Weathergard refuses to make it right and instead comes up with excuses. Our contract states windows are expected to be installed 6-8 weeks after deposit with potential for more for special types. While we originally were informed longer due to type the longer and promised install was given to us as 10 weeks max. We are extremely disappointed and dissatisfied. To add insult to injury, Weathergard only speaks to my husband and will not ***ly to me. While we are both on the contract, they are acting sexist. Finally, our sales *** has ghosted myself and will not provide resolution or accommodate even a text or call back. Throughout the entire process we are left with no answers, no windows and we are out money. Contract states if Weathergard cannot live up to expectations that refund in full will be provided. We cannot express enough how upset we are and we do not trust that IF EVER they install our windows, because now we don't even have a date set for install, that the work will be efficient or quality. I don't want a rush job because they messed up along the way. I'm tired of excuses and I want a refund or percentage off the cost to resolve my dissatisfaction and anger.

  

  Business Response

  Date: 01/17/2025

  This job was installed and completed. Ms. ******* is the worst type of customer. We are not sexist, we just dislike her specifically. Also, her husband, *****, is family friends with our sales **** Miles *****, which is why he was the main point of contact. Her and her husband were kept informed regarding the lead time and we made it very clear due to the special nature of the job and how they wanted it that it would take extra time.

• Initial Complaint

  Date:06/19/2024

  Type:Service or Repair 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.

  Window installation 3 weeks ago, today. Once installed, it was noticed there was smudges and dirt trapped on the inside of the window. Installer took photos to turn in to support replacement request. I immediately called customer service and was told the glass should take a week to come in. Its been three weeks and Ive heard nothing, I am additionally requesting a $250 refund to compensate another missed day from work to be home for another installation.

  

  Business Response

  Date: 06/21/2024

  ******************** windows were installed May 29.  That day, our installers pointed out a cosmetic imperfection in the glass and told **************** that we would order new glass. Our glass comes from our glass supplier Cardinal glass, and it is not uncommon to discover cosmetic imperfections when certain light hits the glass.  Unfortunately, these are things we often cannot detect in a factory.  After our installers notified **************** of the issue, **************** called and demanded to speak to someone and refused to go to voicemail.  ******, our customer service rep who handles installation issues, was unavailable at that moment,so **************** spoke with *****.  ***** explained that the glass would be reordered and when pressed as to how long it would take, ***** told her 1-2 weeks.  ***** also made it clear that she is not the normal person who handles this. The reality is it takes 3-4 weeks, as we first need to validate which piece of glass and put it in a warranty claim with Cardinal glass. 

  On June 14, **************** called and berated my staff,threatening to post negative reviews and demanding money off.  She said she was told it would take 1 week. 

  The glass arrived today. 23 days after installation date. ****** called **************** and we have him scheduled for tomorrow morning to replace the glass.  This way he does not need to take any time off of work.  *********** should take no more than an hour, and possibly less than that.