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Complaint Details
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Initial Complaint
10/06/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
May 6, 2021 I signed a contract for 7 windows, 6 bedroom and 1 bathroom window. 30% **** payment posted 5/11. 5/28 Nate came 2 hours early to measure windows. No contact from them except 2 emails saying windows were in production. I called July22. July29 windows &crew arrived. 8 windows all wrong size; crew had to return with them to Charlotte. I called, talked to ******, warehouse mgr. He'd check with Nate & install crew & get back. When he didn't, I called. He said Nate said his measurements&number of windows was correct & those were the windows attached to my contract. They would have to be reordered. No contact from them till 8/31 when ********* said someone would remeasure windows. Sept9 ****** said my "window" was coming. I asked about the other 6. "Oh yeah" he said. Windows finally installed 9/16. 10/5 I called asking for discount. Was offered $300 off $7371 total. No communication from *** no knowledge of order, misinformation, lies. Ihad to ask for updates, to getwork done,etcBusiness response
10/06/2021
Thank you for reaching out to us regarding Complaint ID #********. We apologize if this homeowner has experienced any frustration regarding her project. Our Customer Service team has been working with her directly since her initial install appointment to address the concerns with the measurements of the windows. At this time, we have been able to work with the homeowner, and all of her windows are installed. We apologize for the slightly extended timeline she did experience. We were also able to speak with her regarding her request for compensation. Should she have any warranty concerns in the future, our Customer Service team is able to address that as part of our commitment to our lifetime warranty. Thank you for the opportunity to respond.Customer response
10/07/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and while their response shows that they consider 6 weeks a "slightly extended timeline" (I disagree with that), that they think their lack of remeasuring my windows after they sent me the wrong size and wrong number of windows was my major concern (which they only did after I insisted they send someone to remeasure them), and that they think a compensation of 4% of my total price is satisfactory, I will say that this resolution is satisfactory to me, only because I don't think any future correspondence with this company will achieve anything further.
Sincerely,
Annie H***
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Contact Information
Business hours
Today,8:00 AM - 8:00 PM
MMonday | 8:00 AM - 8:00 PM |
---|---|
TTuesday | 8:00 AM - 8:00 PM |
WWednesday | 8:00 AM - 8:00 PM |
ThThursday | 8:00 AM - 8:00 PM |
FFriday | 8:00 AM - 8:00 PM |
SaSaturday | 10:00 AM - 3:00 PM |
SuSunday | 11:00 AM - 5:00 PM |
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Get a QuoteCustomer Complaints Summary
23 total complaints in the last 3 years.
8 complaints closed in the last 12 months.