Complaints

• Initial Complaint

  02/04/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A 3rd party installed a set of Crystal windows on August 9th,2024 that were supposed to include argon gas and Low E that would help with the heat problem in apartment. After installation, I noticed that the apartment was actually hotter than it was with the 40 year old windows that they ***laced. The metal frame was so hot that it could not be touched. This was on a 60 degree day. I contacted Crystal and they agreed to come to the apartment and inspect. This finally occurred on December 2nd. They sent 2 technicians and they immediately said that something was wrong. They could feel a draft and the heat of the sun was much more intense than they would expect. The technician said he had never seen this problem before.I reached out the the *** several times (Dec 3rd, Dec 10th, Dec 12th,Dec 16th). On Dec 16th, the *** said he would check with technician. I then followed up in Jan 2nd,Jan 7th,Jn 13th) On Jan 14th, he wrote that he was looking into it. I wrote again on the 16th and 17th and then on the 17th he told me they didn't believe the windows were defective reversing what the technician had told me. I ***lied on immediately that this is not what I was told but have never received a ***ly I have all text messages referenced above

  Business response

  02/05/2025

  After talking to the Supervisor from our warranty department, he stated the following

  "This customer has aluminum *********************, they are painted darker on the outside and the sun is in direct contact with them, this will absorb heat and make the window hot. I tried explaining this to them, but they will not accept this answer, they tried blaming this on the argon gas, but I told them that the argon gas affects how the heat/cold transfers through the glass unit and not the aluminum. The customer keeps saying that my technician told him that there's something wrong with the windows, but I confirmed with my technician, and he never said this. The customer keeps comparing it to their older windows and his neighbor's windows, there is a possibility that the older windows had a draft which would prevent them from heating up but with these newly installed windows there is no draft coming in."

  Attached is the report provided by the technician the say they went to examine the windows.

  Customer response

  02/05/2025

  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 There are 2 issues here. I can accept the answer about the metal frame but that does not explain why the suns heat is being transferred through the glass. The argon gas is supposed to help with this which leads me to believe something is wrong. The Technician clearly stated there was something wrong and said he was going to report the issue when he got back. Changing his story now is disingenuous 

   

   

   

   

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

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

  Business response

  02/07/2025

  There was no issue with the glass, the customer's initial complaint was that the material was getting hot, when we explained why, he then started blaming the argon gas and glass. He keeps saying my technician told him there's something was wrong with the windows, but he did not.

  Customer response

  02/11/2025

  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 will be my last message. If he checks with the *** I was texting with, he will notice that the first text that I sent references the problem with the Sun coming right through the window and questioning about argon gas. This was before I even mentioned about the heat of the material.  He texted that the technician would check.  Again, the technician very clearly stated that there was something wrong when he felt the heat of the sun on a rather cool day.  Its clear that Crystal does not stand by their products.  I was not looking for any kind of monetary compensation. I was hoping that they would have offered some sort of ***air or ***lacement of even 1 window to see if there was a difference.  
  

   

   

   

   

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

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

• Initial Complaint

  12/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  07.23.2022. $ *********. Business committed to install all brand new Crstal windows with 20 years warranty. One of the windows in the Kitchen fails to properly lock so heated air escapes and cold air comes in the kitchen. The business was given replacement order but no reply by business: Original Order *** ****** DATED 09.19.2022 Customer No ****** Precious ********************************** ******************************************************************** ************ / Fax ************ Sales Rep **** ****** ****** ************ Internal Service Rep ************ **** *** *******************.

  Business response

  01/06/2025

  Crystal Windows has thoroughly investigated the complaint by contacting our vendor, Precious Windows, as well as the Crystal Sales Representative responsible for the account, to gather all relevant details about this repair case. After completing our review, the ***************** Supervisor reached out to the homeowner to schedule an appointment to address the issue with our product. Our service team is scheduled to visit the homeowner's residence on January 10, 2025.

*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. ↩