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Complaint Details
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Initial Complaint
08/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I filed a warranty claim on a French Door locking mechanism that was installed in 2017 and still under warranty. The warranty was filed on 7/8/24. I was notified by the company that they can no longer warranty the part due to it no longer being manufactured and offered a settlement. I emailed the claims representative with additional questions regarding the settlement offer and how it would be handled and affect the remainder of my product warranties and have received no response to multiple voicemails and emails. Their customer service line is no help as they will only send messages asking for a callback which then never happens. The door in question is an exterior door that no longer locks properly due to the faulty locking mechanism and I have expressed that this causes a safety issue as my home is not secure and still no response.
Business response
08/13/2024
We have reached out to the homeowner and provided the answers to the questions regarding the buyback/settlement. We are currently working with the homeowner to reach a settlement for the product we no longer offer.Customer response
08/13/2024
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.
Sincerely,
*****************************Initial Complaint
07/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Window became foggy, its under warranty and a known problem with ******** windows. Company does not provide a number and they have NOT attempted to call me. I need a replacement window.Business response
07/30/2024
A customer representative has contacted the homeowner and ordered the sash replacement. Expected ship date on replacement sash is 8/20/2024.Initial Complaint
07/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have been working on a warranty claim for my windows on my new home since July 2023. I have been working with ********************* with ******** windows during this process. I have gotten run around after run around. reorder of glass 3 different time as the glass that would come would not be correct. in a call on June 6, 2024 I was advised that he determined that he would need to replace glass on 9 of my windows. I have been attempting contact with this person multiple times over the almost 2 months for an update with ZERO response back, I am at a loss on how to get the glass on my windows replaced per the warranty.Business response
07/29/2024
Thank you for your patience in this matter. Claims **** ******** contacted the homeowner on 7/26/24. Replacement parts have been ordered and ******* will provide an update on the *** this week.Customer response
07/29/2024
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.
Sincerely,
*****************************Initial Complaint
07/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In August of 2022 we had new windows from Ply Gem installed on our home. Shortly thereafter we discovered that one of the windows leaked air so badly it produced a loud high whistling noise when the wind picked up. We contacted the dealer who couldn't make it out until December. He determined that he needed to get the factory representative out to inspect it. The Ply Gem factory representative finally came out in February of 2023 and agreed that the window was mis-manufactured and would be replaced under warranty. The replacement window finally showed up without warning in August 2023- no word from the factory representative about installation which was covered in the sales agreement. After MANY emails to the company, getting in touch with the parent company and other west coast supervisors, we finally got a request in April 2024 for a contractor bid for installation, which we sent to ******************. He sent us back a contract for installation accepting the bid, which we e-signed and sent back to him. His response was that we would be receiving a check covering the contractors bid within 30 days. Despite several more emails to ***************** we have not received a check to cover the cost of installation we paid to the contractor for the work done. This man does not respond to any attempt to contact him to resolve this issue of non payment: ***************************************************Business response
07/22/2024
We apologize for the delay. The check will be mailed 7/23/2024.Initial Complaint
07/08/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I spent over $20,000 on windows. Had a handle break on one of them and they arent sending me a new part. This is covered under warranty and they wont return my phone calls or emails.Business response
07/12/2024
We apologize for the delay. The handle was delivered via UP on 7/8 to the homeowner's residence. Photo of tracking and delivery is attached.Initial Complaint
06/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
IN 2020 we are purchased a house. In January 2024 we noticed one of our windows (Ply Gem) became foggy, we submitted warranty required information and about two months later the window was sent to us, unfortunately the corner of the window was cracked but customer service representative was very professional and sent us a second one. Since the company don't cover installation, she even provides us with contractors who can do it for us .This was previous case with this company ( PG-*******-Q5K4N0 REF.:032730005621)BUT NOW I would like to talk about the case I am filing, complain (PG-2566297-Z4T3C4 REF:030430009183) REPRESANTATIVE NAME IS ***************************. Month after we received first the window we noticed another window became foggy. We are followed the same steps ,but how surprise we were to find out now we have to pay not only for installation but for shipment also.!!!!! When i asked her why, the answer was we did it before for courtesy to our customers and now we don't do it. So not only they selling a defective product but don't want to take responsibility for shipment, $40 it what she told me to pay. First question is : every time they sent us a window i have to pay and like in my first case before window was damaged and second was sent to us ,its mean i have to pay for damage windows sent to me too? Second: Its not warranty at all!! Warranty is when the company takes responsibility for a bad product, come to your home and replace it without a question asked. How this business still has a A+ rating is beyond my understanding .??!!! In the end of my complaint, I would like to receive a new window and have the company also install it and refund me the cost for the installation of my first window.Business response
07/03/2024
Case PG-******* has been resolved and followed back up with the homeowner as a 1x accommodation for shipping for the glass.
Homeowner has been notified and approved by Supervisor.
Initial Complaint
06/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Bought windows from epi they sold to cascade. We have a lifetime warranty . Filed warranty issue on line. They sent me an email that someone would get back to me. No one ever has. You can't even call them.Business response
06/18/2024
Our team reached out to the homeowner on 6/17/24 and left a detailed voicemail and email.Customer response
06/24/2024
Complaint: 21858626
I am rejecting this response because:
They asked for info I sent to them and no more response from them. They also asked that I contact them via Facebook. That I will not do. I need to know if they are going to replace the window or should I bill them for someone else to do it
Sincerely,
*********************Business response
06/25/2024
Our team followed up Monday 6/24 with next steps to address the *** warranty. Our team did not request contact via ******** and will be corresponding by email only to avoid any further miscommunication. We are currently waiting on the homeowner's reply. Case ID: **********Initial Complaint
06/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
In February 2018 we purchased a 3 panel sliding glass door. Two of the glass panels are stationary. On or about January10, 2024 I contacted Eastern Architectural Systems (EAS) about 2 of the panels becoming foggy. I was instructed by ******* to provide pictures so she could get approval. I was provided with order no. VOT1LY to use for any follow-**** On January 29, 2024 I was contacted by ******* who said the replacement glass as well as frames had been approved and was covered under warranty. (They had had an issue with the gas between the frames at that time in 2018.) I was to contact a dealer for shipment and installation (installation I would pay for) and provide that information to her. I provided ******* Glass to her. Shipment would take about 4 weeks.This is a 2nd home (*******************************************) that the install would take place at so I was concerned with dates. When ever I would call back about a shipping date ******* always said she would return my call after lunch.Needless to say I have never received a call nor installation.On May 28 2024 I again called and was told someone would return my call. On May 30, 2024 I called again and asked for a manager. I was given the name ** and left him a message on his phone. He has never returned my call.There is a 20 year warranty on the glass and I want the replacement ************** shipped so I can have them installed. EAS has terrible customer service and not living up to there warranty.Business response
06/12/2024
The *** team communicated with the homeowner on 6/11 and apologized for the mishandling of the issue. The team is gathering information on parts and repairs needed and will schedule service at the earliest date possible.Customer response
06/12/2024
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 providing they follow through.
Sincerely,
*************************Initial Complaint
06/06/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
We purchased these windows in December 2021 as a new build. They were installed 4/27/22 for our main house and 12/2/22 for the pool house. Windows are hard to operate and had defects. One window in the pool house was cracked and the company that we bought prime windows through is supposed to come out and replace the glass this Friday. Meanwhile the sliding glass doors do not slide easily and being elderly is very difficult to operate. My family has trouble as well. The single hung windows I cant open fully as they also dont slide easily. We paid extra for the black windows and had trouble with the finish. At this point I want to be able to operate my windows. I think that is a very reasonable request. We moved into the house October of last year and have found this year when putting screens up, as it was getting warm, that the sliders screen did not fit.Business response
06/18/2024
We are reaching out to the homeowner to get some additional information for us to create a case to address the operational issues.Initial Complaint
06/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I expect the warrantee of the failed product (window) to be covered and to be able to communicate with someone who can resolve this issue in a timely fashion.Business response
06/10/2024
A customer service representative spoke with the homeowner on Friday, 6/7. The homeowner has found and provided the information needed to proceed with the claim. A claims manager will review on Monday 6/10 and continue to work with the homeowner to determine a resolution.
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Get a QuoteCustomer Complaints Summary
412 total complaints in the last 3 years.
205 complaints closed in the last 12 months.