Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My walk below the window was damaged with two knee holes that they did not tell me about and hid with a bed after they were done. I had mutilpke tried in my house in the last month and had to have drywall replaced and windows and flooring and ceiling in bedroom replaced in the last two weeks due to a water leak. All windows were inspected and all bad drywall was replaced with the windows and flooring to come. Not one inspector or repair man noticed the holes in the wall. They were not there before the windows were prepared. They are directly below the window and look like their knees went through the wall when repairs were done. I want this fixed and I complained about how the work was done and was treated very poorly by the manager and the salesman called to also yell at me on the phone to say he did not make a mistake because I asked for trim on the windows and they did not put it on they relapsed windows with water damaged trim that not need to be removed and project the damaged wood. All things I explained to the salesman. They told me I Thor what I paid for an nothing more. Exact words. I got extra. Two holes in the wall they need to fix. .
Business response
07/11/2024
We do apologize for the confusion but all our contracts are itemized and show if you purchase or choose not to purchase a specific item. You refused some items and we even offered to do the work that you declined to purchase them. We were not rude we kept offering to do the work but you wanted us to do work that was not purchased. That is not fair to our company especially when our contract is completely itemized. We also have a policy that we don’t move beds or furniture that is in the way of the window install before or after so we couldnt have moved the bed because of that reason and then put it back . He also stated the bed was moved before install but it wasn"t. It was moved by his son when our guys got there and stated that we don't move furniture because if anything gets damaged in moving its not our responsibility. So the request for $2500 is declined because the windows were replacement windows not involving new casing, sills, jambs that were not purchased on the contract and the hole was caused prior to installation or while his son was moving the bed back.Customer response
07/11/2024
Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. [To assist us in bringing this matter to a close, we would like to know your view on the matter.]The business dated the bed was not moved before instal and then said it was moved when they got there. That is before the instal took place so they contradicted themselves. It also states the damage took place before or after the install. There was no damage to the wall before they came and only damage to the wall after they did the work. My son did move the box spring back into place but was on the opposite side of the bed to do so. It is not possible to put a bed back from the direction and place the holes are at. The workers did cause the damage and need to fix the damage they made. Regards, ********* **********Initial Complaint
10/09/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Company did home improvement on the property. Original shutters on the house were secured and old. On 05/12/22 shutter blew off the house. I immediately called them. On 06/28/22 I spoke with John and he said they had to order the right size shutters. On 08/30/22, the shutter blew down sideways and was dangling on the house. I called the next day and informed John of the problem. On 09/06/22, i called them from a different number to let them know that the problem still needed to be resolved. 0n 09/07/22 they came and glued the shutters on. My problems with this issue is the incorrect sizes for the shutters were ordered. Secondly this company will not answer calls from my phone number, so I have to call from a different number in order to communicate with them. Also, there is an outside window with a big gap and it needs to be sealed or caulked. I'm totally disgusted with the customer service and the timeframe it is taking to correct this issue.Business response
10/10/2022
We apologize for the issues and delays you are having with your shutters we will have an office manager call you immediately to remedy your issues.Initial Complaint
07/30/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Hello, we have been waiting for more than 10 weeks for our windows. We had it scheduled to Install today Saturday July 30th. And no one showed up or called and the offcie is closed. We left 2 emails and called multiple times the last 2 weeks for an update and received Nothing. We work during the week and we're told a Saturday install would be okay. This is not a positive experience. We also have not heard form our salesman since the day he took our check.Business response
08/01/2022
Good morning
Our installers did show up on that Saturday July 30th but our times are delayed an hour on saturdays to between 10-11. He did show up a little after eleven and did complete the job. In regards to the time frame we are usually 7-9 weeks but due to the one window being and octagon window and considered a specialty window it may take up to addtional week or two weeks. We apologize for any inconvenience and hope you enjoy your new windows.
Initial Complaint
02/26/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Poor communication from the time they estimated job, we thought certain things that were discussed would be done but were not done because estimator did not record/ take down correct information, had to reschedule more more than once (last minute notice like 15 min before job scheduled) broke new window after having to get them to come and finish interior window trim (we were told would be included when windows were installed…GLENN..) so now to to wait for a new window and will have to schedule ANOTHER visit.Business response
02/28/2022
The job was ordered 9/9/21 and installed 11/23/21 which is a quick turn around for windows and doors. In regards to details of the contract everything on our contracts are itemized. The door contract does state new casing and when you look at the window contract it does not but because of the confusion we did install new casing free of charge. In regards to delays the customer was referring to storm doors that he purchased not thru us but asked the installer to install and he payed them directly. We did ask the installer what happened with the delay and he stated that the day he was coming to install the weather had changed for the worse so he rescheduled to another day but it is complete. The cracked window glass is a warranty issue that is free parts and labor which will only have us be in is home for no more than 5 minutes . The glass is ordered and we will contact the customer once it is received.Business response
03/22/2022
The inetrior trim was finished we are waiting on a glass pack that was cracked and under lifetime warranty. We can discuss rebate when glass pack is installed and job is complete.Customer response
03/22/2022
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. Regards, ****** *******Initial Complaint
12/03/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered 2 storm doors and 2 entry way doors from Express Windows on 8/9/221 with a total sale price of 7100.00 and I placed a deposit of 3550.00 I chose Express Windows because the estimator promised October/November delivery. I have been calling Express Windows every 1-2 weeks since October with each call is “next week” I would like my deposit returned as they have not been able to deliver my windows I also feel the estimator was deceitful in promising Oct/November delivery I got several other estimates but Express was the only one who promised a early deliveryBusiness response
12/06/2021
We apologize for the delay but during these times some time frames have changed. We do generally estimate up to 10 weeks but the manufacturer has had delays for certain parts for the entry doors. We do have the storm doors and are expecting the entry doors within the next couple weeks. We will install them the very next day they are shipped. We will have the manufacturer personally call them with an update and apology. Again sorry for the delay.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
5 total complaints in the last 3 years.
1 complaints closed in the last 12 months.