ComplaintsforComfort Windows

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  8 years ago I order 7 Windows from Comfort Windows. When they came to install the Windows were not correct inside. The manager said he would resolved and sent me two colors for what the inside grids could be instead of white. Nothing was resolved- the manager left for another position- and I was stuck with windows I did not order. Regardless, I made a decision to return to Comfort Windows. I ordered doors and Windows. During the meeting to figure out the Windows, I made it abundantly clear that I want grids in the front bay window area (4 windows). I even pointed out how difficulty it was for me to make the change since I loved the wooden grids that were in the windows. And, at the end of the order- I reviewed with the Sales Manager that the grids on the inside would be a wood grain color. Also, I had ordered a standard sliding door to put in a Window space. I made it clear that I needed the Window in mid October otherwise, I would have to cancel it because a siding job would eliminate the possibility of making the door to Window change. I was told by the representative that I could cancel anytime prior to delivery with no penalty. So... fast forward... the sliding door had not arrived by mid October so I cancelled it. I was given a hard time. They told me I would have to still pay for it. Eventually, allowed it to be removed from the order. Then, finally... end of October... the Windows arrived. Immediately, I noticed that the bay windows were not correct and did not have grids. My entire front house has grids! Initially I was told by the manager that the grid windows would be replaced and come in - around mid December. Now, I am being told that the order never showed for grids and it was not what I ordered and if I want grids I have to pay an additional $485!!! I was told this because it cost the business money to cancel my standard sliding door order. What??? I also have a garage door that needs a new liner under warranty... waiting!

  

  Business response

  11/17/2023

  We have received your message regarding your windows Comfort recently installed. The signed contract does not state the windows would have grids and therefore you were not charged for upgrading to grids. Comfort is more than happy to order replacement sashes with grids but there will be a charge associated with that upgrade as you were not charged for grids originally. 

  

  Business response

  02/09/2024

  We have received your message regarding your windows and doors Comfort installed.   1.) The windows purchased in 2016 that claim to be the wrong grid color: the grid color on the contract matches the grid color on the order. Per the conversation with the Service Manager on 2/1 and 2/2, customer said they would drop that concern if the grids for the windows installed in 2023 were replaced. 2.) Regarding the grids for the 4 windows installed in 2023 that the customer claims should have come with grids. Grids are not on the contract, therefore the customer did not pay to upgrade the windows with grids. Per the phone conversation with the Service Manager on 2/1 and 2/2 and email confirmation sent to the customer on 2/1, Comfort has agreed to re-order glass with grids at no charge to the customer even though they did not pay for the upgrade . 3.) Regarding the entry door installed Oct 2023 and the entry door installed in 2015, per the phone conversation with the Service Manager on 2/1 and 2/2 and the email confirmation sent on 2/1, Comfort scheduled a service assessment for both doors which occurred on 2/6. Service Technician noted that the door installed in 2015 needs a new sweep and new glass due to seal failure. Both of which will be submitted under warranty claim with the manufacturer. The entry door installed in Oct 2023 is installed properly and only needs replacement hinges to be ordered which can be submitted on manufacturer’s warranty claim. An email agreement of all these items was sent on 2/1 by the Service Manager.

  Customer response

  02/11/2024

  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.  Regards, **** *****

*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. ↩