ComplaintsforLindsay Windows, LLC

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted in May 22, 2022 Lindsay Windows concerning service on my windows. Several windows screens were the wrong size when they were installed. New screen was received and I have been trying to get them installed since Sept 22. I have been lied to many times about repair service. Today scheduled service (7/27/23) was set over a month ago, I can't reach this company by phone for 2 days no response. I purchased these windows in **** and have had nothing but problems getting them serviced.

  

  Business response

  08/02/2023

  We have not had luck setting up a service due to no response from ******. Our service department will continue to see if we can get in touch with her.
  

   

  On 5/10/2023 we submitted a request to install the screens. Order# ******.
  
  Once the order was submitted, we attempted to contact the homeowner on several occasions. It was not until 6/1/23 that we spoke to ****** to set up the service for 7/27/23. It appears that we tried calling this week to inquire about the need for us to install the screens.
  
  Notes:
  5/15/2023 SW
  I called ************ but the voicemail had ************, so the homeowner must have utilized the call forwarding feature because the phone number dialed was not the same as the number on the voicemail. I also called it twice to make sure.
  
  5/17/2023 - SW
  There was no option to leave a message to set up the service.
  
  5/24/2023 - SW
  LMOM to set the service.
  
  6/1/2023 - SW
  ******, the service is set for July 27.
  
  7/24/2023 - KW
  Called to see if service is needed since it only screens. If service is needed, we will need to reschedule. There is no option to leave a message.

  Customer response

  08/06/2023

   I am rejecting this response because:
  
  I have been trying to get this service since 2021.  When the appointment was set for 078/27/23. I was told I would get a comfirmation call on Wednesday 07/26/23 no one called me. On Thursday 7/27/23I called early Thursday 7/2723  and was tranferred to a number where no one answered.  I called the service department all day left a message and waited all day no call no one came over.

  This company has scheduled has lied to me for 2years about getting these screens installed. When I purchased my windows in **** these screens being replaced, These screen were the wrong size and they was placed in the in a way they looked right. Well shat ever was holding them in place worn out the screen dropped and then you can see they were the wrong. size

  

  Business response

  08/15/2023

  We had attempted to contact the homeowner on multiple occasions, but it seems there were issues with leaving a message on her phone.  On Friday 8/4 KaNeesha was able to leave a message asking that they call back to schedule a service.  I do not know that we have heard back from her since.  We will try again.

  *************************** is scheduled for a service. It is scheduled for 8/31 at 8 am. She and our service representative spoke on 8/10.

   

  
  

  Customer response

  08/16/2023

   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.

  This is the second date I have been given for this service. I have to agree with this for now. I need to see if will actually happen.

  They continue to how they couldn't get in touch with me this is an untruth. I have been trying for over two years to have this done. My phone records show how many times I have called left messages and been ignored. 

  On July 27th no one came over and no one called me I called all day and left messages. I just want the service I am entitled to receive.  i have to receive service from this company and the thought of having to correspond with ******* Window in the future is terrifying to me.

  

  Business response

  09/01/2023

  Our **************** Manager response to ****** dated Sept. 1, 2023:

  I left a voicemail for ****** on the 8/30 letting her know that we would not be able to make her service on 8/31.  I asked that she call back to reschedule.
  Today I called and received her voicemail again.  I left her a message asking to call back to reschedule.

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We ordered all new windows in our newly remodeled home spring 2022 through a Building Supply company in our town who recommended this company. They were assisting us with products for our remodel. The windows arrived late fall 2022 and were installed by our contractor. The screens were shipped later (spring of 2023). When we attempted to install them, there was a manufacturing issue with the windows preventing anyone from being able to install the screens. We worked through the Building Supply Company for a bit to get this resolved; however, Lindsay ignored their attempts. We then started calling, leaving messages with very poor customer service - most calls never being returned. We were told they had a new computer system, then they were short staffed and finally ignored all together. Lindsay scheduled service to come out today, June 22, 2023 to fix our issue and get our screens installed. No one showed up, no phone calls and the only one who has spoken to us is the receptionist telling us we should have been called. We were put on an email and continue to wait (to be ghosted?). We cannot open our windows because we have no screens. This has been completely unacceptable. No fresh air in our house because we cannot open the windows. We are not wanting birds, bugs or other things coming into our home. This is not an A+ company. We want immediate resolution to this issue. We are now understanding we are not alone which makes it worse for sure. We also have an entire sunroom needing new windows - Lindsay will never get our business in the future. We are ensuring everyone is aware of the issues with this poorly run company so they no longer recommend Lindsay Windows in our area. We have been patient, no longer.

  

  Business response

  06/26/2023

  A request to for a service came in on 4/26/2023.  According to the request, the screens were not fitting properly in the windows, due to an issue with the welds not being trimmed as they should have been.  A service ticket was created on 4/16/2023 to service the windows.  During that time we discovered that the phone number that we had, included extra digits and we were unable to get in touch with the customer for a service date.  **** then called in on 5/18 checking on his service, which was then scheduled on 6/22.  **** called in on the 22nd of June to confirm that a technician was still coming to his house.  Unfortunately, our service technician had recently accepted a position outside of the company.  We were not able to fulfill the service that day.  We reset the service for 6/26 and the service was completed today. 
  

  Customer response

  06/28/2023

   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.  

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******* bought a new townhome in 2012 in *******, **. He is having problems with his windows. In the winter, they had so much water around them that he couldn't see out of them. He said the builder for the townhome was ****** Builders out of *******. The windows were supposed to be life time warranty. The window manufacturer is Lindsay Windows in *************. He has made numerous phone calls to Lindsay to get these windows replaced. They did send someone out this spring and did replace a half of a kitchen window, but the ones that are in the living room are the ones that are leaking the worst. He wants replacement windows. They are leaking and causing leaking down the walls.

  

  Business response

  06/23/2023

  
  ******* reached out to us in the fall of 2022 with concerns with moisture around his windows.  After several conversations about condensation and possible issues, we sent a technician to his house to inspect the 2 windows that he had concerns with.  The one window was fixed during the 1st visit.  The 2nd window had a piece of glass replaced on February 14th, 2023.  This note from the BBB in June of 2023, is the first we had heard since that last visit in February.  We understood that the service was complete.

  Since we received the notice, we have reached out to ******* about his concerns.  We have also spoken to a close family member about the issues and will be sending out a technician the week of June 26 to assess the windows. 

  Customer response

  07/12/2023

   I am rejecting this response because:  
  BBB took verbal response from the consumer over the phone

  The business had someone come out and do an inspection. Since that time no further contact from the business and they have not repaired anything.

  
  

  

  Business response

  07/19/2023

  We replied on 6/23 about his original complaint with the following: 
  ******* reached out to us in the fall of 2022 with concerns with moisture around his windows.  After several conversations about condensation and possible issues, we sent a technician to his house to inspect the 2 windows that he had concerns with.  The one window was fixed during the 1st visit.  The 2nd window had a piece of glass replaced on February 14th, 2023.  This note from the BBB in June of 2023,is the first we had heard since that last visit in February. We understood that the service was complete.
  Since we received the notice, we have reached out to ******* about his concerns.  We have also spoken to a close family member about the issues and will be sending out a technician the week of June 26 to assess the windows.  
  

  Since the response above, the service for ******* was set for 6/30.  We spoke to him on 6/29 over the phone to let him know what our plans were to fix the windows.  He was fine with that and was happy to hear that we would be there on 6/30 to take care of this for him.  On 6/30 ******* refused to let our service technician fix his windows and told the technician that he wanted all new windows like his neighbor.  On 7/12 we reached out to *************************** to discuss the options of new windows vs. the additional service.  We are currently waiting to hear back. 

• Initial Complaint

  02/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered FOURTY (40) windows from ************************* (ECS) in ******, ** in May of 2022 with a stipulated installation date of no later than December 10, 2022, "at the absolute latest." We knew due to COVID, everyone was behind, but we were repeatedly assured that December would not be a problem. We met our contractual agreement with the 50% deposit within three days of signing the contract. Since initial deposit, it's been impossible getting information on the project. We spoke with our sales rep in late November on estimated date, told likely January. It is now February 5th and no concrete answers from ECS. We have spoken with the supervisor for ECS and the story keeps changing from were waiting for our patio door and now it's three windows with "no way of knowing when it will be on the truck from *******" and 'we have no space in our warehouse". I'm not sure how a warehouse issue should delay our install. We even offered them to deliver directly to us and we would store until install. Nothing. Only after my husband left a ****** review, do we receive a returned phone call. Again, with another version of the story. Now after all these months told ******* lost a supplier and that was the delay. Again, no one communicated anything to us. We've had to reach out and try to chase down answers. The president of ******* called my husband last week, apologizing for the delay, still with no definite ETA, but he'd "ensure this is fixed and get back to us Friday." Why should the president have to get involved for an order issue to be resolved? Seems an unfortunate, inappropriate use of his time. And of course, no update Friday from either ECS or *******. You would think with a $67k contract, someone could keep us updated. (And honestly, for ANY customer) We are not being unreasonable. We expected communication and updates. Meanwhile, we are paying interest on a loan for a product we don't have and is 2 months past due.

  

  Business response

  02/15/2023

  In regards to *************************** complaint:

  Our President at Lindsay Windows spoke to ***** and assured her that her windows will be delivered this week. She was fine with this per the conversation.
  

  
  

  Customer response

  02/16/2023

   I am rejecting this response because:. The assurance that windows will be somewhere by some date has been made and passed multiple times already by both ******* Windows and the contractor.  The explanation received after the last truck didn't contain or window order was simply the equivalent of "OOPS".  There is no one at the helm of either operation that knows when, if the product will arrive.  When this concern was raised we were told "we will have to wait and see
  ". That is the plan.  No contingency plan, no what happens if, when.... Etc. Purely wait and see, again
  
  

  

  Business response

  02/16/2023

  Hello *******

   

  We received your rejection for the Consumer Complaint #******** - ***********************. This order was loaded on our trucks Tuesday, February 14 and delivered Wednesday, February 15. Our order number 753869.

  Please let us know if we need to submit additional information.

   

  Thank you.

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

  Lindsay Windows
  

  Customer response

  02/17/2023

   I am rejecting this response because:

   

  We were called  by the installer yesterday that the windows did not ship due to one of them being broken and despite the fact that we have 40 total Windows they would not send a partial shipment. 

   

  So now I have yet another version of this story which does not match up from what I was told from **** at Lindsay or the installer. 

   

   

  
  

  

  Business response

  02/20/2023

  ECS has scheduled an install date with customer and all ********************** and door will be ready for installation on Feb. 27

   

  Thank you.
  

  
  

• Initial Complaint

  01/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our Lindsay Windows through ******* Lumber numerous months ago. One of the windows fell apart during installation over three weeks ago. ******** was notified and they notified Lindsay Windows. At least three more contacts have been made with Lindsay Windows during the past three plus weeks. No one from Lindsay Windows has yet contacted us. The siding company is supposed to arrive next week. We do not know what to tell them, since a new window needs to be manufactured and installed before the siding may occur. We will likely need to cancel the siding company. What kind of a company cannot return customer service calls for over three weeks?

  

  Business response

  02/10/2023

  Hello
  
  
  In regard to *****'s complaint, Lindsay Windows have been in continuous communication about his concerns:
  
  1. Broken frame top corner of the header that broke on the job site
  
  2. IG cracked in one sash
  
  Our salesperson and CSR began corresponding to with **************** immediately to begin correcting concerns with his windows. Our salesperson recapped a conversation with our dealer in an email addressing the above concerns of the homeowner.
  
  
  January 23 our salesperson had a conversation with ****************. They devised the following plan:
  
  1. ***** is going to return the window with the hole in the frame that we will need to put through a work order to make a new frame.
  
  2. ***** is also going to return the sash from a different window to have a new IG installed.
  
  Additional comments:
  He plans to drop off the order on Friday this week.  Also, the homeowner will pick up the finished items too.

  
  As of February 9
  ******************** issues have been addressed regarding the Broken frame and the cracked IG in the one sash.
  
  We are continuing our service to correct or come to a solution with ******************* additional concerns regarding his glass.
  
  We have kept **************** as a top priority to resolve his issues.
  
  Friday February 10th
  Our salesperson had a conference call with **************** and our Dealer ********************* at Lamperts in Blue Earth.  We confirmed both of the outstanding issues noted in ******************** complaint have been fixed. The hole in the frame was caused on the jobsite and ***************** on the one sash have been fixed.

  
  

• Initial Complaint

  09/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased Lindsay windows through ********* Exteriors (installer) in January 2022. On the contract it stated that the windows would be delivered in mid-July 2022. It is now 9/21/2022 and my windows have not been delivered to ********* Exteriors for installation. Every two weeks Lindsay gives a new delivery date and now my windows are 10 weeks past due. They cannot commit to a delivery date.

  

  Business response

  09/22/2022

  We are in contact with complainant. The delay was caused by material outages from our supplier. Now Lindsay has all the necessary vinyl lineals to produce her windows which are complete. The patio door is complete but waiting for tempered glass which is on allocation but will be available within 2 weeks when her whole order will be complete. 
  
  
  We have produced and shipped her windows as  vinyl lineals became available. This material shortage has affected everyone of our customers but we now have everything that we need for vinyl and glass is catching up.

   

  Thank you.

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

  Customer response

  09/28/2022

   I am rejecting this response because:

   

  I still do not have a delivery date for my patio door.  Saying "I don't know" in regards to the glass is unacceptable.  I have also put in a call to Cardinal Glass and am awaiting their response.
  

  
  

• Initial Complaint

  08/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a picture window from Supreme Windows and they ordered the window from Lindsay Windows in ************, **. The window was installed on March 9, 2022. The window was not the correct size and a new window was ordered from Lindsay Windows. I have now been waiting 6 months for the replacement window. I believe I am getting the run around because it's a replacement and no profit is being made. If no one wants to replace the window then give me a refund.

  

  Business response

  08/12/2022

  *****
  
  We apologize for the delay in resolving the issue with your window. Unfortunately, your window was ordered during our change over with our window conversion. This delay is due to syncing up the communication to assure the window you ordered receives the recent hardware supplies and dimensions to accommodate the window you ordered. Our owner has made a connection with you via a phone call to discuss what we are doing to correct this error...and of course without charge. He will continue to follow up with you to let you know the status as it progresses. Thank you for your patience over the past few months as we work to get this corrected.

• Initial Complaint

  05/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had over $10,000 worth of windows installed and I have one that has not been right since installed 2 years ago. The sash has been replaced twice and its still doesn't seal. The window installer (clear choice windows) made the decision to have a rep from ******* windows come look since the installer said it was a factory issue. The first date came and went no call, no show. I called the company directly and they told me when the next person could be here. I made arrangements with missing work AGAIN and yet AGAIN they no call no showed. So the 3rd time I got to schedule the appointment on my time and he actually showed up! He said the window sash was too short and ordered another one. I still have yet to receive it. its been over 3 weeks now. (my last 2 that were replaced took months to receive) I want wage reimbursement for $600 for the TWO no call, no show appointments. Extremely unprofessional!! I shouldn't have to miss out on earning a living because they dont understand how to schedule and show up to appointments. It would have been different if I got to choose the dates but that wasn't an option.

  

  Business response

  05/23/2022

  Lindsay Windows have been responding to ***************************** to correct the issues with his window sash. An order for a new sash was placed on November 16, 2021, for their home. Our dealer received the replacement sash, but they had trouble with the installation. Our Lindsay Windows sales manager was available on-site to be part of making sure **** was getting his window installed properly. At this point, a new sash has been ordered on Wednesday May 18 and should resolve the service needed to repair Mr. *********** window.
  
  It is unfortunate our service person was unable to keep the appointments made with you. The location of the Holdsworth residence is quite a distance from our facilities. We have other service calls to make during a day and the amount of time needed to arrive and repair the sash was not feasible on those particular days. Regrettably, we do not offer loss of wage reimbursement, but we are offering a gift card in the amount of $200.00 to help alleviate part the wages lost during this period.

  Thank you for your time.

  Lindsay Windows
  

• Initial Complaint

  01/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a window replaced in October of 2020 with *********** (contractor) using Lindsay Windows product. After inspecting the window in June 2021, I noticed that it did not open fully and with resistance. I discussed this with *********** and they referred me to Lindsay Windows since they felt it was not an installation issue, but a product issue. I contacted Lindsay Windows for a tech to come out and inspect the window. They did come out to inspect in June of 2021 and found that the bottom sash of the window needed to be replaced. I still do not have the bottom sash replaced. Every time I email them about this issue, they say that they will have the tech schedule time with me. When we schedule a time, I will get a call the day of (or not at all) saying they need to reschedule. The owner of Lindsay Windows called me three weeks ago and said that they would fix this issue and would call me that week to schedule the install, I have not received a call yet. I have email documentation of all the emails I have sent to them and the responses that I can share. It has been 7 months now since they first inspected the window and determined that a new sash was needed. The amount of time and energy I am putting in to schedule this sash fix is outrageous.

  

  Business response

  01/18/2022

  At this time, Lindsay Windows has completed a custom sash for ******* because the window she originally purchased from our 2020 line has been redesigned. Our current supply of materials to manufacture are inconsistent and this has prolonged the process. Our service technician has reached out to ******* to set up an appointment for installation and waiting to hear back from her.

  Customer response

  01/19/2022

   I am rejecting this response because:
  
  I did not receive a call from the technician until this morning, they did not call me at the time of response. I will work with them to schedule a time to install, but wanted to let you know that the call to schedule the install was not done when they responded to the complaint. This has the been the case for this whole time, whenever they say they will call to schedule or even when we have scheduled the install something has come up and they can't do the install.

  Also, Lindsay Windows has not been honest with me on why this window sash has taken so long to produce. When I talked with the owner on 12/17/21, he assured me that the window was being produced that day and that the technician would install that next week to schedule the install. I never received a phone call from the technician to install at that time.

   

  I have received a call from the technician this morning to schedule the install, but I am not trusting yet that it will actually happen.

   

  Thank you.

• Initial Complaint

  10/25/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In 2018, we built our house and had Lindsay Windows installed. The screens have not fit since they were installed and then in 2020 our big picture window needed to be replaced and ever since it leaks, when it rains we have puddles coming in. I have pictures of this. The glass is in and the screen parts are also in. The installation was scheduled since June 2021. Since June there have been 3 different scheduled times to install and no show and no call! It is now the end of October and I still have no installation. The product is unacceptable and costumer service is horrible. No costumer should be unable to use their new windows and have water coming in. I would like this job finished or to be paid my money back for the windows so I can get a company here that will complete the work and back their product up!!!!! I am at a point where we would just like the money back because we don't trust the work that will get done.

  Customer response

  10/25/2021

  I would assume that my windows would be under warranty since they were installed this way and arrived a defect.  As well, on their website it states, " Good Housekeeping Seal and a Lifetime Warranty."  

   

   

  

  Business response

  11/08/2021

  Our service service technician **** visited ******** home November 4th to complete the glass install. ****** had new concerns and **** addressed them immediately on-site. **** said it was 100% complete and he felt the customer was happy with the job he had done.

  Customer response

  11/13/2021

   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.  I appreciate the technician **** that showed up and was willing to resolve ALL issues.  The other leaking windows were not on the work order and so he didn't have the ladders to get up to the upper windows.  Originally, **** said he would check all the front windows since there was signs of water leaking on the windows, however this was not passed on or documented which was another disappointment.  However, Grey went above and beyond to make sure this could get completed and thankfully he did as he found out NONE of those windows were caulked!!!  We are grateful and hope this takes care of all the issues we have had.  

*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. ↩