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Complaint Details
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Initial Complaint
03/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My parents are elderly and do not have the energy to pursue this company any more. They called Reece in October of 2022, to have a shattered window replaced. Reece told them it would take a couple of weeks. It is now March of 2023. My parents energy bill has been high due to the window not holding in the heat during the winter months. Reece told my parents they just now ordered the window and would not tell us why they waited so long. My parents still have a shattered window and Reece are not returning their calls. My parents are on a fixed income and their bill is higher. They also do not feel safe with a broken window.
Business response
03/13/2023
Since this window was broken by the consumer, a warranty claim for glass replacement not caused by a product failure had to be filed with the factory to clear the repair. Sometimes this process is lengthy and must be verified by site visits and pictures which we completed in order to file the claim. We received confirmation that the glass had been placed in production on 2/17/23 with an expected delivery time of 2-3 weeks. I personally called the *****’s at ************ on 2/21/23 to let them know this information. They did not answer and I left a message explaining what was happening and included my name, phone number and extension in case they had any questions. The glass arrived last week and this repair is in the work flow to set up and appointment to replace the broken glass and should be taken care of shortly.
It is the policy and history of this company to take care of all warranty claims as quickly as possible. As this took longer than expected we will waive any service call fees associated with this repair.
Reece Builders
Operations Manager
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.