ComplaintsforTri-State Window Factory Corp.

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got new windows from this company. The sales person told me to get half screen for the windows, as its good as a full screen. I asked if I change my mind can I get a full screen to my windows. He said yes. Well, when they were here I saw this half screen not going to work, bugs keep coming into my house through the screen. Is just not that good. Call them couple times then, and again in May and June. They told me the owner will call me and resolve my issue. He/she never did. Called few times, and they told me they will call back.I just want they change my half screen to full window screen as I do want to open my windows without get bugs in.

  Business response

  07/14/2022

  Our screens standard come as half screens. Full screens are difficult to remove. Not just ours, but all manufacturers. We show the window in the showroom with a half screen as we recommend it. Full screens are not easy to put back in and we do not recommend them. They require use of ladders and tools to put back in.
  To satisfy the customer and resolve the situation, we gave her full screens.
  As well, we left the half screens with her too.

  Customer response

  07/18/2022

  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:

  [Your Answer Here]

   

  Someone called me 12 days ago, and promised to come out and change the screens. Since then no one called me when it will happen. so I'm waiting.
  

   

   

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

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

  Business response

  08/09/2022

  The previous response should be satisfactory, as customer will have both full screens and half screens. We are going back on August 24th, 2022 with the new full screens. The customer thereafter the 24th will have both half screens and full screens.

  The new full screens are being made and the 24th is the date we set up with customer. We did not charge her for the new full screens.

  I have attached the contract which states half screens. We are doing what the customer asked for and without any charge. We now have a BBB complaint. I apologize for any inconvenience with calling and not receiving a response. I do not know how that happened. We do not train anyone that answers our phone that the owner will call you back. We have various levels of management that handle these type of situations. 

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