ComplaintsforComfort Windows

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Water keeps coming in bay window keep calling company they come out they do repairs. The repairs don’t work and the window still leaks. I blame poor craftsmanship.

  

  Business response

  04/05/2024

  We have received your message regarding your window installed by Comfort Windows. Comfort did perform a leak test and we have taken extra steps to prevent water leaking since it was initially reported. Per our Production Managers last visit on 3/22, we were waiting to see if our resolution fixed the leak. A Production Manager reached out to customer today to schedule a time to inspect the leak and determine a resolution. 

  

  Business response

  04/09/2024

  Comfort is aware the leak is still present and is working on a resolution. A Production Manager was out to assess the water leak today 4/9. After the water test, the customer reached out to that Production Manager to inform him that the leak is still present. The Production Manager explained to the customer that he is working on a resolution with the Branch Manager and he will reach out to the customer with the next step. I, the Service Manager, am also involved in determining a permanent resolution. 

  Customer response

  04/10/2024

  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. 
  
  Regards,
  
  ***** ******
  
  
  
  
  

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  2 new patio doors ordered 12/15/21, delivered and installed August 2022. April 2023 we discovered a serious defect in the fit on one of the doors ,approximately 1/8" gap in the seal. Called Comfort and they sent out a technician, he confirmed there was indeed a defect, a bowed window pane. Comfort ordered a replacement. Projected delivery early May. Since then we have made multiple calls to get a delivery date, The contact at Comfort is Rachel, she handled this situation very professionally, always polite, but cannot give us an update. We feel we are getting the runaround, can you help?

  

  Business response

  07/24/2023

  We have received your message in regards to the re-ordered patio door panel. The update received from the manufacturer rep on 7/11 regarding the expected ship date, is the current information we have. This is currently in manufacturing and Comfort will continue to check with the manufacturer for any updates regarding the estimated arrival of this product. We are rushing the order with the supplier which has been communicated to the customer. We will continue communicating with the customer as status changes.

  Customer response

  07/28/2023

  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

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It took 8 months to receive windows. While installing windows I realized the wrong order was submitted. At that point I was told that I ordered the windows when the sales team quoted me two sets. The window was not sealed which caused massive water damage to my office. The molding was incorrectly cut and the edges are very off leaving multiple gaps. Now I have a window that will not open. They requested funds for the job before any of this was fixed. They sent a manager to my house who tried to blame us for the water damage. They told us these issues would be fixed and they are radio silent.

  

  Business response

  04/25/2023

  We currently have an appointment on our schedule for Monday May 1st which we previously coordinated with you.  Our crew and installation manager will arrive around 8am for your service call.  At that time, we will be happy to reassess the water leak to determine the origin.  

  Customer response

  04/26/2023

  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. The company was at my house the day after water damage occurred. Did Comfort think I was going to leave a hole in my house?? This occurred two months ago and I have paid to have it fixed. Wrong windows ordered now not working. Edges not cut correctly and me having to miss work for another appointment.   Regards,  ***** ******* 

• Initial Complaint

  03/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  last August i contacted Comfort windows to replace a bunch of windows on my property to the tune of $8600.00. . At that time time the salesman told me if someone recommended Comfort to me there is a $100 finders fee. I gave the salesman the name of the person. Finally in Feb 2023, the job was done. Completed and i paid in full. After paying i asked about the finders fee . They then said the fee would only go to the person who signs the check for payment for work at the workplace. My friend who recommended Comfort was not the check signer at the housing complex . Not an employee.. I think Comfort was very disingenuous in trying to weasel out of an obligation. i would not have given them my business if I knew this in advance.

  

  Business response

  04/03/2023

  The rules for Comforts customer referral program are as follows: Comfort Window Referral Program Rules and Guidelines:  1. For someone to get a referral payment they must first be a customer of Comfort Windows.  2. They must have paid for their project in full.  3. The customer they are referring cannot already be a Comfort customer.  4. The referred person needs to purchase a product from Comfort.  5. Their project needs to be paid for in full before a referral check can be sent to the person who initiated the referral.        Since the person who you listed as referring you is not a customer of Comfort Windows they do not qualify for the customer referral program.   

• Initial Complaint

  06/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered windows in May of 2021 and first set of windows installed May of 2022 a year later as it took 8 months before they came in. I ordered nail fin windows they installed as replacement window as they measured the window wrong as I have a 2 to 3 inch gap all the way around window but they installed anyways and never reframed for window to fit properly and tried to cover up. A manger did come out and admitted they did a terrible job and will redo the proper way as the coil wrap seperated and starting to come off. The window jam is only 3,5 inches wide and does not snug up to my interior trim meaning I would have to spend my own money to replace trim. My estimate was a complete job and oak trim is not cheap. The other window has the same problem which they did frame in as that window was measured wrong but window is a very tight fit and no room for expansion figured you would need at least a 1/8 gap, Have the same problem 3.5 window jam and does not snug up to my interior trim. The interior oak trim for that small window cost $78 and for me to pay for the trim on my large window would be doubled that. My estimate was for a complete job. they did order a new frame for my large window and said about two weeks its been 4 weeks now and no eta. I do feel these windows should be possible be remeasured so so that they snug up to my interior trim as I have 2x6 walls not 2x4 or at least they replace my trim. Boils down to they measure window wrong as the installer admitted but stated will fix it and will look fine but he didnt. I talked to a manger about the other window and said he would have to come look at it. im filing a compliant as I want this problem fixed ASAP as its been over a year to have two simple windows replaced. They were also suppose to do my garage trim as this all was suppose to be a one day job but they never brought the trim nor the weather strip. also trim cost should be covered or order correct jam. Over a year now is to long.

  

  Business response

  06/16/2022

  The Comfort team has been in contact with the customer.  We will resolve the issues.

• Initial Complaint

  06/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We contracted comfort windows and doors to do a bathroom remodel. It’s been nothing but a problem. After the initial contract they add an additional 800 for some change they wanted to make to the floor. Then everything they took out the bathroom toilet, heater and sink all needed additional work once it was reinstalled. Both the heater and sink started to leak which they never did before and the toilet wouldn’t stop running which caused us more money. After the shower was put in we were informed we don’t have a shower door and they don’t have the size door we needed because they installed the shower head so high the standard door would be too short and we would have to pay a extra $500. Then we get a call saying while doing the shower they brought in a plumber to do some work and there fee would be about $2300. Which we never knew about and didn’t agree to and wasn’t in the contract fees. No one at this place of business wants to take responsibility for anything they keep trying to pass it off on the next person instead of running a honest business and doing things orderly it’s like we don’t know who’s in charge we just keep getting passed back and forth with no solutions.

  

  Business response

  06/16/2022

  The Comfort team has been in contact with the customer.   Comfort and the customer have a plan to resolve.

  Customer response

  06/17/2022

  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. We are working with comfort windows and hopefully we agree on a solution. They have proposed a solution and hopefully they follow thorough with it.
  Regards,
  ****** ******  
  
  
  
  

• Initial Complaint

  09/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We got an estimate from Comfort Windows in October 2020… they actually started the job in March. It’s now September and they aren’t finished. They have lied, cheated and avoided us all along. Customer Service is nonexistent. To sum it up, they measured the windows wrong to start, sent me installers who were high as a kite and throwing cigarettes all over my lawn, who removed windows to only realize the windows they brought were wrong size and had to put my original windows back in, leaving me with cracked siding and no screens then forced windows into other spots that cracked my walls. We have had 7 different teams to our home to try and fix things and no one seems to have a clue. Most recently had Ken come out and admit the windows are the wrong size… states he will order all new windows and now tommorow i have a guy coming to fix the seals on the windows because they fog?… for what?!?? Comfort Windows has no idea which way is up. A terrible company and doesnt deserve BBB status.

  

  Business response

  10/01/2021

  Due to the COVID pandemic we experienced delays that were out of our control from our suppliers as did many companies across America causing some of our installations to be delayed. During the initial installation of this project back in March, our team noticed that a couple of windows were mismeasured and arrived at the jobsite the wrong size. Unfortunately, the original installation did not meet our usual quality standards and our office manager and production manager spoke with the ******* to go over the installation issues to make things right. They agreed to move forward with us, correcting the project by manufacturing new windows of the correct size which were installed in May. At that point, we checked in to make sure the project met their expectations. They agreed they were satisfied at that time. But when attempting to collect payment to finalize the project, other issues were then brought to our attention such as a missing lock, windows needing to be adjusted to open smoothly, and the possibility of a couple of the windows having seal failure which very rarely happens. Our team has been very responsive to addressing all the challenges we experienced with this project and everything we have been made aware of to this date has been resolved. We will not be issuing a refund, but we are willing to fix any other issues with the project that we have not previously been made aware of.

*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. ↩