ComplaintsforUS Energy Windows & Doors, Inc.

• Initial Complaint

  09/04/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I hired this business for home improvement, which include remodeling of the porch doors and windows. The contract was signed on 2/17/24 and paid in full by credit card and financing (11000+35000). The estimated completion date was reported as 6/25/24. I contacted the sales person ***** ****** multiple times requesting updates in March and April. Eventually I was given the contact information of the owner **** ****** on May 31st. I continued to contact **** requesting updates. Usually I received no response. Later I learned the engineering permit application was not filed until 7/08/24 (on this day, I contacted ****). The permit was issued on 7/11, but I was not notified. I texted **** multiple times after 7-11, but his response was the engineering plan was structurally good and they start manufacturing the windows and doors. On 9/3, I contacted the engineering permit office of ************** and learned that the permit was issued almost 2 months prior, but nothing was done by us energy and windows. I contacted **** and he said he would come up with a schedule and will contact me. I requested to see the invoice or other documentation that shows he ordered windows and doors as he stated, but no such documentation was provided to me.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  First, sales and measurement guys didnt communicate-I bought new construction but retrofit was measured for. They started installing retrofit windows that required new construction destruction of the walls. Then tried to talk me into just letting them install the wrong window, then delay after delay once the windows were installed the wrap was not done rite and they tried sanding them (scratching them). Many calls and months later they replaced the wrap. Also many of the windows were so loose I wouldnt open them for fear they would fall out. A bathroom window was installed with clear glass, a large window the sales man should have never allowed be horizontal (I am physically u able to open it without standing in the kitchen sink), screens that didnt fit across the entire windowand more -like the design is such that there is no lip to hold to open or close the window, the energy efficient windows have cost me more (the weather was warmer this winter yet I used more units to heat my house the same I did the prior year). Fast forward to almost 7 months later and I call, am told they will look into whats happening and will call me back. They never do, so a couple weeks later I call back and again they will find out whats happening and will call me backand never do. I dont know what else to do to get them to finish/fix all the problems. I still owe them money and don't want to pay before things are fixed but I also dont want them to be able to do something like put a lien on my house.

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We entered our purchase agreement in January 2023, at which time the order for the sliding glass door was placed. The delivery and installation took place several months later. The door latching (locking) system was not working properly, so the installers shimmed the brackets to make up space, allowing the doors to latch and lock. I questions the installers as to why the door was not fitting properly, causing this issue. They advised that shims were often needed, but now your door lock. The shims used were not appropriate shims either, as they broke off pieces of plastic to make them. I was advised that they would have the manufacturer, ***, come to inspect the door. After 2 months, I reached out to the customer service ******** stated the installers did not inform him of the issue. I sent him photos on August 23, 2023 to show him the poor work quality and water damage that resulted due to the shims not allowing the doors to seal properly. He stated he would contact *** and get back to me. After several calls to US Energy Window and Doors, the service rep finally texted back on October 5, 2023 and set an appointment for the *** rep to come inspect the door on 10/6 which the *** rep did not show up. It was rescheduled for 10/7. The *** REP said the door was installed incorrectly and would require the making of additional parts to fix the problem. No parts were ordered by the *** ******** follow up was done by US Energy regarding the parts. Multiple calls to the customer service rep and the office have proven to not be effective, as no resolution has been accomplished. I have been waiting for 5 months this to be resolved. The owner of US Energy Windows and Doors and ignored my request to speak with him personally.

  Customer response

  01/16/2024

  I finally was able to reach the owner on 12/14/23.  He stated the needed parts were in production and would be done in a few days.  On 1/8/24 I was able to reach him again to inquire about the parts, again.  He claimed ATI, the manufacturer had an issue with their machine, resulting in the delay, but confirmed the parts were finished and would be contacted to set an installation appointment.  On 1/16/24 I reached out again to inquire about the appointment and what the delay is.  The owner, again, said I would be contacted to set an appointment time.

• Initial Complaint

  06/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My 11 windows were installed 5/20/20. I didn't have the back of the home done cause they weren't as bad as the front and sides of the home. That evening I detected an odor and called *********** the next day (*****). He said he had never heard such a thing. At the time I was able to keep the windows open cause it wasn't terribly hot yet. I kept smelling this odor though. In another week I had to put the air conditioner on and I got so sick I had to leave my home and stay at the local hotel. I was shaking, dry heaves over the toilet, and peeing every 1-2 hours all night. I decided to try driving to the hospital in Mesquite (Mesa View) the next morning, May 29. I explained the problem but they treated me like maybe I was having a heart attack. Did tests but didn't find anything wrong. I kept telling them that I was terribly sick from an odor gassing off from my new windows. They couldn't help me except gave me a prescription for nausea and I had to pay $90. out of my pocket. Of course the prescription didn't help me. I decided to go to **** for a month and hopefully the odor would be gone. When I returned July 6, I put the air on and then the smell came on strong. I drove to Vegas to stay at a hotel so I could use my CC points. Again the same symptoms, shaking, dry heaves and peeing. Came home next day and a friend gave me plug in air purifiers. Ok, this is getting too long. The main point of all of this is **** has not returned any of my calls regarding getting my money back. He's the one who should have made sure I got my money back not telling me to call this lady who never returned my calls and then I would have to call **** who doesn't return my calls. All my research of new windows never ever did anything come up about odor from new windows, but afterward me telling me story to my girlfriend (who spends lots of time on the computer), she actually put in "odor from new windows" and lots of info comes up with people having symptoms.

  Business response

  10/16/2023

  this case had a unique situation where the homeowner said the vinyl windows smelled we sent many people to smell the windows and could not smell anything later the manufacturer was supposed to refund the customer for yellowing during the covid period the ******** manufacturer rep quit and her warranty claim dissapeared with her later the lady sold the house i tried to tell her to not say she sold the house but ******** discovered it was sold and the warranty now belongs to the new homeowner if they were to re enter their registration  since that time the manufacturer closed the case due to the sale of the home

  Customer response

  10/17/2023

   
  Complaint: 20193832
  
  I am rejecting this response because:First of all, many people did not come to my home, I remember **** coming after many phone calls.  For example, looking at my notes, July 10 the window company is supposed to call me to come with his wife and bring screens and my master bath glass window that were all wrong.  Never heard from window company, as usual.  I called about 4pm and **** said he was working on  payroll and will come Saturday.  I asked him to come around 6pm cause odor was worse in evening after the heat of the sun baking on the windows.  Saturday, July 11 didn't hear from **** so I called again around 2:30.  He said he was just leaving me a message and maybe he would come.  He had an appt at 4pm - He never came!!!  He then said Sunday but again He never came.  Monday, July 13 I called at 4pm and said he's coming.  **** finally came about 5:45pm,  He said they use latex caulk which is plastic not silicone.  He said he smelled an odor slightly.  Smell got strong all evening and nite for me.   ( My notes go on and on.  Maybe I  could upload them so you could see them)I am also still waiting for my screens and master bath glass at this time.  On July 15 my notes say  I called **** at 2:20 and he said he left message with manufacturer.  He said I would get a 3 way call on Thursday, July 16 which never happened.  I then called **** on July 16 at 2:30 and 3:40 and he gave me the manager phone number in *******.  I called him and was told I would get samples to smell to be mailed to me.  (Strange?) Never got them. I have so much written notes that this is taking too long to type.  Let me know if I could somehow upload my notes.  One more thing I will type is on August 6 I called the mfgr in CA at *********** *******, she never called me.  Called 2 more days with no return calls.  On August 12 **** said he can't contact ******** because they are closed due to Ransomware!!! As you  can see, **** is a terrible employee and should be FIRED!!!!  The whole company is a mess!!!  I should have received new windows while I was still in my home and it didn't happen all because of ****!!!  He is the one who should have been making all  these calls and handling this mess!!!!  How I wish I would've hired an attorney!  I want some  kind of satisfaction from **** or the company for all I've been through!  I paid for those windows with a lifetime warranty and I complained about those windows during the time I lived in the house but  **** didn't do any work on his part at all except make  up all kinds of lies!!!!  I have my warranty and it is not my fault that the windows weren't replaced when I complained about them and I want my money back for something that has caused me so much suffering!  Could you imagine my lying to ******** about me living in my home in NV and then they would come to my home and the new owners are there?  Again, more lies from **** that he wants me to lie again!  

  My one neighbor did say they detected silicone, which I thought it was also.  Second of all, not all people are sensitive to odors being gassed off by  windows.  Unfortunately, I was one of them even though I've never had any health problems previously.  
  

  Sincerely, ***********************
  
  ***********************

• Initial Complaint

  06/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Contract signed for new windows in Feb of 2022. Contract states estimated completion date of 5/21/2022. End of May and no word from this company. I tried multiple times to get a hold of someone via email and telephone with no luck. I finally get ahold of someone and I'm told my window order is "complicated" and I will be installed by the end of June. I call mid June and get no reply. I call again and get ahold of someone who tell me that my windows are "complicated" and maybe an install at the end of July. I stated that maybe's are unacceptable and I need a firm date. I was told I would she would speak with the supervisor and get back to me no later than Friday of that week. That was two weeks ago and I have yet to hear back. I called last week once again, left a voice message, and again, no return call. My deposit needs to be refunded to the credit card.

  Customer response

  07/08/2022

  The owner of this business states he will refund my money.
  

  Customer response

  07/20/2022

  Hello
  
  I was able to get my money back via the dispute process with the credit card company. They failed to respond to their requests as well.
  
  Thank you,
  
  *****

  Business response

  10/16/2023

  This customer has been refundud completely and this matter is closed

• Initial Complaint

  06/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I HAVE CONTRACTED THIS COMPANY TO REPLACE ALL MY WINDOWS AND DOORS , THE CONTRACTOR FAILED TO INSTALL THE DOORS AND WINDOWS ON TIME. THE CONTRACTOR MADE ME SIGNED THE COMPLETION FORM FROM THE FINANCING COMPANY SO THEY COULD GET PAID WITH THE PROMISE TO COMPLETE THE JOB BUT NOW THEY ARE UNRESPONSIVE. WRONG WINDOWS WERE INSTALLED . PER CONTRACT ALL WINDOWS AND DOORS WERE SUPPOSED TO HAVE FRENCH GRIDS AND WINDOWS ARE MISSING FRENCH GRIDS. ONE OF THE FRENCH DOORS CAME IN A DIFFERENT COLOR, CONTRACTOR PAINTED THE DOOR HIMSELF MAKING A BAD PAINT JOB, HE STATED HE WOULD REPLACE THE DOOR BUT NEVER DID. LOCKS ON 2 OF THE DOORS ARE INNOPERABLE THIS IS A SAFETY HAZARD. FRONT DOOR CAME WITH COSMETIC DAMAGE, HE PROMISED TO REPLACE DAMAGED PARTS BUT NEVER DID . PLEASE FIND ATTACHED CONTRACT AND SUPPORTING DOCUMENTATION FOR THIS COMPLAINT.

  Business response

  10/16/2023

  This job has been responded to many times and we had the contractors board give us a punch list and we fullfilled the punch list there was one last tiny little blemish in the front door that a 3 replacement part was ordered and now will be delivered shortly again this complaint was and is being handled we just never got the bbb complaint becaus it was on an old email

*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. ↩