ComplaintsforCharles Window Company

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a window on oct 5th and paid in full 734.00$ and I have not received my window and have not been able to contact the owner to where my window is and its been 5 month. I talked to her about 5 weeks ago and she said it was in and she said it came in 6 weeks ago. I've not been able to contact her to find out where my window is. I have left many messages on her answering machine and have not gotten a call back.

  Business response

  03/21/2023

  BBB spoke to the business and the following was relayed: His window is installed and he should be all set. 

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered and had windows installed through Charles Windows. Recently had a window seal go bad and need to be replaced under warranty. Pricilla has all but refused to be any help and keeps diverting to the manufacturer. Apparently they keep no records because I had to provide all the proof and details. After dealing with the manufacturer it turns out Priscilla ordered an incorrect window and had her installers install anyway. Now refuses to take any ownership of the problem. I’m just looking to have the correct window replaced per my original order.

  Business response

  09/07/2022

  Complaint # ******** - **** ****

  These windows were purchased on 4/10/2018.  And were installed shortly thereafter, 2018.  

  What **** is experiencing is a seal failure.  That makes white, foggy film between the dual paned glass.  I also explained that I no longer do business with Survivor II.  I referred him to [email protected] for assistance.  

  This is a manufacturing issue, not an installation issue that would appear four years later.  

  I'm confused as to why he thinks he did not receive the window he purchased.  He was directed to provide sticker information to track his warranty on several occasions by myself and Milly.

  Thank You,
  

  Priscilla 

  Business response

  09/08/2022

  It is the Manufacturer, Survivor II, that tracks their P.O.'s.  That is their own system of tracking purchases, not Charles Window Co.  Every window purchased comes with a Manufacturer sticker, before shipping to Charles Window.  

   

  Mr. **** has purchased several windows from Charles Window being the distributor with Survivor II as the manufacturer, **** claims to not find one sticker on any single unit.  I took a picture of a sticker of an example for what to look for as to help direct him.

   

  As I stated earlier, this purchased was made in 2018.  Foggy glass is not attributed to poor installation after 4 years.

   

  Until he finds his stickers both the Factory, Survivor II, and... Charles Window are at a stand still.

   

  I wish I could have helped him more.  The sticker rule is per Survivor not Charles Window Co.

  Customer response

  09/09/2022

  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.
  
  Being in the general construction business for years I can tell you every contractor I deal with will tell you installation is almost just if not more important as the product itself. Improper installation causes unnecessary stress on products and ultimately leads to premature failure and problems. There’s absolutely no way of telling when a window seal will fail but I can tell you the installation of this window did not help. I’ve also been chasing the problem down for over a year from when we first noticed the fogging in the window. We noticed it prior to that but the window is a second floor window in a high ceiling area so once we got up there to clean and realized it wasn’t dirty but seal failure I reached out.  This seal could have started failing within the first year and just became truly noticeable after that.

  In reference to the sticker claims I have direct emails from the manufacturer contradicting Priscilla on the sticker requirement. They do not require the sticker, they have repeatedly asked Priscilla for her order record and history without response.  I have also attached a picture of the stickers from two separately purchased windows that are just over a year old.  These are paper stickers in an exterior window and even after a year they are barely legible.  I have provided the original receipts to Priscilla, she should have record of her window order with the manufacturer.

  
  Regards,
  
  **** ****
  
  
  
  

  
  

• Initial Complaint

  04/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased vinyl replacement windows from this company. There are three windows the vacuum has failed. The windows are not clear and this is very obvious from outside the house. I first contacted her in 2015 when the first window started to opaque. Priscilla said it sounded like dirt and never followed up. After that my front picture window started streaking, as well as a smaller one adjacent to the large window. I called her and she told me she had contacted the manufacturer as other clients windows had done the same. She then told me to call and email the manufacturer myself, which I did. Every time I sent information to the manufacture the person there repeatedly said I sent the wrong information. Eventually Priscilla said she would replace the windows "at no cost to you". She had a contractor come and measure my windows. This was last summer. Priscilla called me last fall and said the windows were on their way. I had not heard from her all winter. I stopped into the office today to ask her about the windows. She said she didn't have them. I responded that she said she would replace them at no cost. She stated many excuses - and eventually started YELLING LOUDLY at me. She told me to "excuse myself". I replied "I am not yelling at you like you are yelling at me". She responded "I don't care what I said and I am not doing this" and she walked out on me! I will be 65 in December and if financially able plan to retire and will sell the house. Obviously anyone would demand to have the window replaced/ repaired. I am trying to stay away from small claims court, but this has been going on for several years. I have copies of emails exchanged and pictures of my windows. Thank you for your help.

  Business response

  05/11/2022

  Business relayed to BBB:I fell bad I really bad I do.  I understand where she is coming from but I don't know the status of the windows because the warehouse won't get back to me.  If I had her windows sitting here I would give them to her.  I understand she wants to sell her house.  I told her the windows are out of warranty.  The windows are 10 years old.   

  Customer response

  05/11/2022

  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.Regards, ******* ******* have been in contact with the manufacturer and they have quickly responded. see attached emails. The windows have life-time warranty 

  Business response

  06/03/2022

  Business relayed to BBB:

  Priscilla advised that she has been speaking with the manufacturer ******** *******.  The manufacturer ******** ******* has told Priscilla that the windows are not under warranty.  Priscilla advised the windows are 10 years old.  She (the consumer) really needs to contact the manufacturer ******** ******* if she (the consumer) feels that they should be covered under warranty.     

*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. ↩