ComplaintsforWindowRama Enterprises, Inc.

• Initial Complaint

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  WindowRama Corporate representative and Corporate lawyer,Your company sales representative and I met on June 30, 2023 to follow up on my request at WindowRama store for a double-open door purchase and installation. The store manager told me that even though I was clear on the door I wanted, a sales representative was required to complete a customary visit on site. That's why you came to help me complete the order. Throughout a 3 hour discussion, I communicated clearly that I wanted a double door like what I had before and showed you the Therma-Tru door from store printout, and you confirmed with me that the left side of the door panel would open first, right open second, like shown on the printout. We never spoke about a stationary panel of a door, as I never wanted it. Yet, a mistake was made in the order, resulted in a cheaper door with a stationary panel. And I, as a customer, am held hostage to it, for trusting the company and the representative to stay true to our discussion and be accountable for the order put in for me. You made a promise that I would get what I wanted and I would not be disappointed. I am disappointed. It is a significant sum and I budgeted way ahead of time in order to make the purchase.I made a mistake, too, for not triple checking each individual word on the contract to know that they were reflecting our 3-hour long discussion. Unfortunately, I'm not experienced enough to know that if a contract is missing the word "Passive", it means a panel is stationary. Even for a seasoned sales representative like you did not use words like "Passive" or "Active" when you spoke to me. Instead, you said the left door would open first. All I wanted was a double door that its left side opens first, no bells and whistles. I wanted credibility and accountability from a big company like WindowRama, which my friends and colleagues referred me to and used in their homes. So far, I'm not getting any of that. I need legal help with the situation.

  Business response

  01/05/2024

  We have made a billing adjustment to this customer. We apologize for any inconvenience this issue  may have caused. 

  Customer response

  01/05/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Did not install door correctly. Would like to have installation fixed.

  Business response

  08/17/2023

  We went to the job site at the end of July to fix the customer's issues. As far as we know all issues were completed to the customer's satisfaction. If there are any other complaints we'll be more than happy to take a look at them.

• Initial Complaint

  01/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 10, 2022 I purchased a door from WindowRama. The total for the door was $671.73. The store showed me the supposed sample door I would be receiving from them. This was to be the exact model for door I would be purchasing. I was told that if there were any issues with the door WindowRama would be responsible for uninstalling purchased door and re-installing correct purchased door. It took about 5 weeks for the door to arrive at the store for me to pick up as they do not deliver nor provide an installer for their products. I picked up door on November 19, 2022. Upon installing the door i noticed that the trim plate that was to be installed on side of door did not match. On November 23, 2022 my daughter and I spoke with a representative from WindowRama about my concern and showed them a video and photos of how the plate does not align to the door and requested the appropriate trim be sent to me. I was told that they were unable to do so as that is the trim plate that comes with door. From the video and photos I provided WindowRama they agreed that the plate did not match the doors design. I suspected that if trim plate was correct then I was possibly given the wrong door altogether. I requested that they assist me with this dilemma as the door without the trim plate did not look appealing nor was this the design I was shown in their showroom. The representative was not helpful and simply stated he would tell owner to contact us about our concern. To this day I have yet to receive any contact from anyone at WindowRama. I want WindowRama to rectify this situation and provide me with exact door model that was displayed in showroom which I agreed to purchase as the door provided does not match agreed upon purchase. I want them to keep their word and install correct door as I paid a substancial amount to another company for door installation fee. WindowRama is not being reasonable nor trying to find a solution in order to assist me.

  Business response

  01/23/2023

  This customer has already tried to charge back his credit card for the installed storm door that he bought. The credit card company denied the charge back which is why he's reaching out to the BBB. This customer was in our showroom and did look at the door we had on display. However, he purchased a different door out of the catalog. The door was special order which is why it  took 6 weeks to receive it.  No one in our company would have told the customer at time of purchase that if there was something wrong with the door that we would replace it. That's not how storm door manufacturers service their product. We explained to the customer if he was missing something than he would need to call the manufacturer and they would assist him. Once the customer came back into the showroom it was determined that the door he purchased was not the same as the door in the showroom and did not come with the part he was looking for. If the customer hadn't installed the door I'm sure we could have worked something out with him but once the door was installed, there was nothing else we could do, as our terms & conditions clearly state, no returns on special order product which the customer signed. 

  Customer response

  01/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The business is making false statements. At no moment did I look at a catalog to purchase storm door. I purposely went into showroom as I would never purchase a storm door just from looking at it in a catalog. I went into showroom to look at the doors and chose a storm door that was on display. At no point was it mentioned that this door was special order but was told in general it would take 4-6 weeks for the door to arrive in store and I had no issue with this time frame. I went twice in person to WindowRama to complain about trim plate error. First visit I brought the trim plate into the store and it matched the door in the showroom.  I found this to be odd and at this point felt that the door sent to me was not storm door that I ordered on display. My second visit I spoke with sales rep about how they could help rectify this error. Employee said if wrong door was delivered then they would be responsible for making sure replacement is provided and installed as this is not customer's fault. I asked sales rep to have owner contact me, but he never did, which is why I have contacted the BBB.

   

  
  
  
  
   
  

  Customer response

  02/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  I want to respond to WindowRama's last statement. First off, there was only one employee who assisted me and gave me false information. The owner makes it seem as if by stating "people in the store" that there was more than one witness to this purchase and this is not the case.  I spoke with one employee every time I went to store as he was only one there.  Again the owner is lying when he states that I picked door out of catalog.  The owner states that the trim piece I desired does not come on the door I ordered, yet I provided pictures of a trim piece sent with door that did not match. Why would a trim piece be provided if it was not a part of the door? I made it clear that I wanted "exact door model" that was on display. I did not get what I paid for therefor I want this error corrected by WindowRama. They should be responsible for either getting correct trim piece or removing door from my home and providing me door that I ordered. I spent close to $700 on a door I am not satisfied with and expect a fair resolution. 
  
  

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  03/10/2023

  This will be the 3rd time we've responded to the customer complaint. I will reiterate what I've already stated. He came in, saw the door on display, wanted a similar door but wanted the storm to be fixed, The door on display the storm  can be removed. he signed for the special order door, we ordered it, he picked it up & installed it. He's looking for a gold piece that the manufacturer does not provide on the style of door he ordered. We don't take back special order product, but we might have been able to work something out with him. Once the product is installed there's little we can do. Keep in mind before he reached out to the BBB, he tried to cancel his credit card payment. We won the case. We have signed documents that clearly show that he got what he signed for. If he would like to work something out, he can certainly get in touch with us.

• Initial Complaint

  11/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased some window hardware from the store. I agreed with the store the materials to arrive not later than 3 weeks as I had a town inspection and I needed to be ready for that date. Order was placed on 10-14-2022 and materials as per vendor email were not in store sooner than 11-08-2022. Because of this delay I had to use alternative solution buying new windows to meet inspection date, therefore I don't need this material no more.

  Business response

  11/16/2022

  We will refund the customer's credit card in full, however, for the record, the customer's complaint to the ******************** is completely inaccurate. He sent an email asking to cancel the order on Oct. 31st because he found out that he couldn't use the special order product he ordered. With supply chain issues we would never promise a specific date for delivery of any special order product

  Customer response

  11/17/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  ********* *********
  
  
   
  
  

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered $34,000 worth of windows Oct of 2021. The company finally installed the last window Sept of 2022. I ordered all new trim interior and exterior. But trim was missing for last one. last window and final window installation was done poorly. they broke my front door lock. I immediately informed *****,who told me he would rectify these problems. A month has transpired and nothing has been resolved. To date neither the door or window has been fixed. They have offered send the same guy who did the poor job, - salesman suggests I switch the window company so I can receive last window sooner- but does not submit paperwork and estimated window is extended by 2 months - The installer that was sent showed up the first day unprepared. Despite knowing the dimensions of the windows and canceled that day after my husband took the day off from work(he did not have sufficient staff nor scaffolding)- The next time he returned he had all things necessary. However did not inquire about the trim and installed the new window and new trim outside YET old trim on the inside. Despite that I had ordered new trim for all interior and exterior windows. Didnt it occur to him it was odd that the outside was new and the inside was old or was he just trying to get over and make the job easier the same way he was trying to get over when he showed up unprepared. And why didnt he ask me , I was 6 ft away from him. he never mentioned anything about the trim. Upon him leaving I realized that the trim was separating from the wall so when I followed up with ***** he sent me two other men to look at the job who said they couldnt fix the trim because this was the old trim, but I paid for new trim. Which further begged the question where else did he cut corners. While working on my house they slammed the door so many times that the bolt no longer goes through the door, the old trim is hanging and not attached to the wall correctly and my wall needs Paint now.

  Business response

  10/31/2022

  We have all the material to finish the job with the contractor she insists on having do the work. We have reached out to her multiple times but her mailbox was full so we could not leave a message and it took a couple of emails for her to finally contact us. Now she's demanding  that because of the supposed  delay in our getting in touch with her that she doesn't believe she has to pay her final balance of over 3K. The dollar amount in question is only around $200.00. We are certainly ready to install & fix whatever she is complaining  about. 

  Customer response

  11/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

   This response is inaccurate, I was only contacted ad nauseam, after I reached out to the Better Business Bureau.  Prior to that I called the store multiple times then called the corporate office in order to get the  the store I was dealing with to return my calls. I was constantly sent to voicemail. 
  But more importantly, is after the poor unprofessional job they have done, I  have lost faith. I ordered a large picture window- it was back ordered- so I was pushed to switch vendors. I changed my order at their request and the salesman never did the change.  So the  window that was slated originally for July came in end of august. They installed the window with the old trim, despite me ordering/paying all new trim. They sent an installer unprepared(not enough staff nor scaffolding)- my husband lost a day of work. They broke my front door handle. This is not acceptable. 
  
  
  I do not want any business with windowrama. It has been a disaster. The remaining balance is ****, ( again incorrect)I have paid over ****** and I wish to part ties. Their original response was to send the same person who did the job incorrectly and cut corners. This is a lot of money for a job so poorly done. I am beyond upset and I hope no other consumer should have to endure this while paying for it. 

  
  
  *********************************
  
  
  
  
   
  

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This compliant is for the Windowrama located at ************* Flushing Queens. On 6/17/2022 a large order was made with salesperson, ***** for my home renovation, including windows and door. Prior to my order with Windowrama I have compared lead time for windows with different distributor. I was told by salesperson, ***** that their lead time was 6-8 weeks. That was the biggest reason why I went to them because I was told of 4 months elsewhere. I double and triple confirmed with ***** regarding led time. While making the order, ***** assured me I was going to get part of my orders (more than half of my windows) on 7/26/2022. He showed it to me on his monitor. As the date approaches I called ***** for delivery date yet only to be told that there was delay on my order. I will most likely get it in August. ( It looks like end of August that it doesnt mean you can get it earlier.) Again as the time approaches, I called/emailed to check on the status of my order, this time I was AGAIN informed of delay and it will be end of September. On 9/13/2022, salesperson, ***** informed that due date for my windows are on 9/22/2022. On 9/15/2022, since it is only a week away I called ***** for the status and possible delivery date. Not only was he disrespectful, yelling at me for calling him many time for my order status, he VIGOROUSLY denied telling me the lead time of 6-8 weeks. I hope they have cameras at their facility so that they can pull up on the day of my order. He has told me, my contractor, and my husband regarding the 6-8 weeks of lead-time yet now he is denying.

  Business response

  09/16/2022

  I talked to ************ yesterday evening & explained that lead times are not something Windowrama has any control of. We certainly understand it's frustrating for the customer and it's also frustrating to our salespeople. I personally am working to get an exact delivery date for her missing product and will deliver piecemeal whatever windows we have in house for them, so they can at least start installing and keep the contractor busy and the project moving.

  Customer response

  09/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [After my complaint to BBB I was contacted by **** at Windowrama warehouse at Deer ************ of complaint explained to ****. He was apologetic and shared that he has some of my orders in the warehouse and is ready to deliver to me on the following Monday, 9/19/2022. Window in fact were delivered to me on Monday. Since there was no windows my renovation has been interrupted from original schedule. On 9/21/2022, I was able to have contractor start working on the windows I received (11 windows and 1 patio door. However, non of the windows have description of size on box. Same reference number were labeled on multiple box. When my contractor open all windows only to find that 4 out of the 11 windows are colorectal size to order. All other windows are not. One windows is even a foot shorter than what I ordered. By the time I got the call from my contractor, I tried reaching out to **** but it was already passed his office hour. This is extremely frustrating and I cant help but to think were any of these windows in my order. Did they just want wanted to close my complaint by sending me some/any windows. At my renovation today, three works and my contractor were there. They are averaging $300 per day. Is Windowrama going to reimburse me for that?! So no the complaint is NOT resolved as of today. ]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  12/30/2022

  I will be happy to answer all questions:

  1) Supply chain issues are the norm in manufacturing these days. We certainly held nothing back from this customer. If we had the windows we would have delivered them. Her accusation that we somehow mysteriously got the windows after she complained to the BBB is completely baseless. 

  2) She states she doesn't have her windows. Again, a completely erroneous statement. She has every window that she ordered. She is missing parts & pieces that came in damaged on the original order. They were ordered in October and again due to supply chain issues they just arrived late last week. A date to go to the job & install all of it has been set up in early January. The complainant is well aware of this. There is nothing we have to do that is holding up her job.

  3) Incorrect windows were on the order due to the order changing multiple times. Any window that was incorrectly sized was was replaced in just over a week.

   

  4) WindowRama management was unaware that ********** was having an issue until she sent in her 1st BBB complaint. Once we received it, we were in touch with her trying to how to resolve her problem as quickly as possible, We believe we did that.

   

  **************** latest BBB letter is almost a carbon copy of the previous letters. It's a rehash of how we got to this point. Where  we are now, which she is well aware of is:

  We have been in contact with her approximately once a week, letting her know when her service parts would be in & sending her notifications directly from ******** because she didn't believe we were giving her truthful information. 

  The product is here & they have a date of when we will be on her jobsite to fix the issues

  She signed off on everything she was unhappy with and we ordered the product needed to fix her issues. If any other issues arise we will certainly do our best to rectify. Hopefully she will not send another BBB letter that something was missed  that she signed off on. We took direction from her or her husband. 

  Customer response

  12/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  1.  Supply chain issues are the norm yet the potential that our lead times could more than double was never communicated, as I previously mentioned.  As someone with experience in manufacturing, I find it unlikely that a large manufacturing concern such as ******** would be so completely unpredictable with lead times.They might as well tell prospective customers that they have no clue when their windows might arrive (which is the impression I was given after the second delay) and continue to throw ******** under the bus. In the meantime, theyll still accept your order and money first though. We paid a premium for the ******** windows over ***** under the impression we would receive them sooner.  In fact, their salesman stated on multiple occasions that he believed they would come in sooner than expected.
  

  2.  Let me clarify - we paid for all new and complete windows not some new and complete windows and some broken windows and others with missing parts and pieces.We do not have all new and complete windows.  Imagine buying a brand new car, then getting one with busted windows, dented body panels and ***** miles on it and being told that you received your car by the seller.To simplify further we do not have what we paid for.
  

  3.  This response is also misleading - we made ONE change to our order less than 1 week after our initial order, not multiple changes and we have email correspondence to prove this.  We did receive the replacements, meanwhile we incurred thousands of additional labor costs because of this as our installers had to come back multiple times, in addition to all the other additional labor costs due to our reliance on their delivery dates.
  

  4.  Our lead times more than doubled and we had reached out multiple times yet no one on their team that we spoke to thought it would make sense to escalate on their end.  We also attempted to escalate these issues multiple times ourselves and were given the same boilerplate response by their team over and over before we finally reached out to the BBB. The overall lack of professionalism on windowramas part in handling our situation is astounding.  For example - at the time we had just received the incorrect windows and made the complaint about everything including the incorrectly sized windows, their team member **** actually posted a response to our stating that he was dumbfounded about our complaint without actually verifying that his team did in fact ship the INCORRECT windows (which can be viewed in our earlier complaint).  After verifying that he was in fact wrong, we received no further response or acknowledgment of his error.  This is representative of our experience overall, as evidenced by the other complaints on BBB.
  

  Windowrama sent us an order acknowledgement from ******** at OUR request. 
  

  Schedules/dates from windowrama have zero credibility as the last 6 months have demonstrated and until our windows are completely repaired/replaced/fixed,we do not have what we paid for. 
  

  Windowramas team has almost certainly spent more time responding to complaints on BBB than actually communicating with us, take that as you will.
  

  To reiterate - until windowrama actually and finally delivers the repairs/replacements for our windows so that we receive what we paid for - this complaint is not resolved.
  
  
  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  08/30/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We signed a contract on 4/11/22 to have French doors installed Mid July - Early August this summer. They doubled the price and never ordered the doors. Now we they say they will be installed next year sometime. We do have the signed documents

  Business response

  09/16/2022

  ************************ salesman ***, talked to his partner and explained the manufacturing delay. We are trying to expedite the delivery of their door, but have not yet been successful. Once the product is in, we will be ready to install it

• Initial Complaint

  07/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased five exterior doors through Windowrama. Several of these exterior doors were not finished correctly. I have enclosed photos of two doors we received to demonstrate the difference in the finishings. Because of the fact that these doors were not finished correctly, they are already becoming damaged. We are looking for these doors to be replaced with correctly finished doors that will live up to daily use as they are designed to.

  Business response

  07/19/2022

  I've been told that ****** ******** has reached out to ****************** & has committed to replacing all 4 door slabs. If there's anything else needed to take care of this situation, we will be more than happy to do so.

• Initial Complaint

  06/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order number: ********* Order Date: 5/2/2019 Sales Person: ******************* My wife and I ordered a French door along with 7 windows for a bedroom extension. The doors and windows were delivered onetime and in working order. Since then, we have had problems with the weather stripping on the bottom of the door causing air leaks during the winter and now summer.We first contacted them 4/21/2022 on this matter with pictures and sent them to *******************, our salesperson. He said he would get back to us. Since then we have heard nothing from him even though we have left messages and voicemails since. We also contacted their main service department twice and both times nobody called us back. We would have been willing to pay for the repair since its out of warranty but at this point we are frustrated and discusted with the company and want the repair done at no cost.We have other windows we were looking to replace but at this point we will be looking elsewhere for our supplier.We have spent a lot of money on these windows and prior windows and we are disgusted that they treat their customers like this.

  Business response

  06/16/2022

  We have spoken to the customer and will be installing parts at their home on 6/30 at no charge. This will resolve the customer's complaint.

• Initial Complaint

  03/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed a contract with Windowrama in ******, ******** of Rockland County. We purchased 23 ****** brand windows and sliding doors for our home. We paid in full at the time $50k. The week of installation (winter), they said their project manager ***** had a family emergency and would not be present on the job and no one substituted for him the entire 3 days. The worker didn't have a work order or know the kind of trim of finishing's to go around the windows and doors. I came home one evening from work and all the clam trim had to be removed next day and replaced with contemporary rectangular 1"x4". The windows were torn out and after the fact, they realized 4 windows were misordered and didn't fit in the openings. they covered our windows in plastic (it was winter) until the products could be ordered and installed. After installation week and the misordered windows were finally installed we had problems. The products were installed poorly from the beginning 1. we were not able to close windows/doors properly, the doors/windows were not sealed, cold air blows in. We were told that the products were new and would need to "settle" into their frames. We were also told on numerous occasions that "some air leakage from doors is normal" and that you can't get a perfect seal to prevent cold air from coming in the room. They were installed poorly, cold air leaks in increasing our heating bills every winter and cooling bills in the summer which is environmentally irresponsible. We are often unable to close a door or window properly or lock it. They have sent people to "look and repair" on multiple occasions (possibly near 30 or more times) since the installation and have been able to apply quick fixes and "Band-Aids" on the problems but have not been able to give long lasting adjustments to these issues. We have attempted over this long history since installation to give them the benefit of the doubt that they would fix these problems .

  Business response

  03/23/2022

  Sorry for the delayed response. We've been trying to get a ****** Windows rep to the job site w/our Project Manager ******* Fanelli  to try to rectify all of ********************** issues. Not being able to get a ****** rep to the job site in a timely fashion, we sent ******* there on March 10th. He was able to fix a few of the windows that ****************** had concerns about. We now have scheduled an appointment w/****************** for April 5th that will include ******* & a ****** rep that will meet at the job site & hopefully correct all of ********************** concerns. 

  Customer response

  04/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I continue to have unresolved issues with the doors and windows of my home. After signing my contract with Windowrama 4 years ago, we have been losing heat and cooling as demonstrated by high gas and electric bills. Cold air ******* through spaces in these openings causing cold rooms in my home during cold winter months in NY, defective trim around doors, loss of work to set up and be available for "redo" appointments, delays 6-8-12 weeks sometimes for new parts to be delivered to try to fix these issues and refit the same issues. Windowrama has not been able to address this all to date. I am asking for a check pay out of $25,000 in restitution. I paid $50,000 in full to Windowrama for new doors/windows for my home and have been met with unprofessionalism and without basic human decency in addressing the stated issues in a timely manner. Windowrama has not made my home and their improper installation and fixes a priority since 2019 Feb. Between the expenses I have accrued, loss of work time being available for faulty fixes, the continued energy I have had to put forth in phone calls, emails, photos it would be prudent for them to make a settlement offer. I have fulfilled my part of the contract to pay in full $50,000 and Windowrama has not fulfilled their part of the contract.

   

   

   

   

  
  
  
  
  
   
  

  Business response

  05/05/2022

  We are working on addressing the situation. Our Director Of In Home Sales ******************* is working on a solution with the manufacturer. He will be in touch w/****************** shortly

*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. ↩