ComplaintsforWindow Town LLC

• Initial Complaint

  09/25/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I paid half of the money for the windows in April 2023. They didnt Order the correct number of windows so when they came to install them they didn’t have enough they partially with no wrap what they had and said they would come back I have stayed home three days when they said they were going to come and lost wages they didn’t call to say they weren’t coming now they finally finished the job six months later but two of the windows have open areas on both sides of the metal wrapping they were going to replace one window that had a defect in it when they came back they said the second installer knew nothing about it. He left halfway through they sent a third person months later who did a terrible job i want the Windows sealed properly Before I make the final payment there are 4 corners left open to the weather

  

  Business response

  10/04/2023

  Tina's window installation has been completed in full and she has paid for the job.

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 08/17/2022 I made a deposit of $1,525.00 for 10 new replacement windows. On 09/15/2022 Window town installed the windows and I paid the balance of $1,525.00 for a total of $3,050.00. I then noticed that there was a vinyl strip at the top of the window so I peeled it off and there was adhesive on the back of it. There was a large gap above the window and I could clearly see to the outside. I called Window Town and they said that was normal. I then checked a couple more of the windows and the gaps were even wider. I also found Blocks of Wood underneath the windows to lift them up because the windows were too small for the openings! I emailed them several times and made phone calls. It's clear that they are not willing to address the problem of Undersized Windows. Job number ***********

  

  Business response

  03/14/2023

  Mr. ****** entered in a contract with Window Town of Ohio, Inc. DBA Window Town of Youngstown on 08/17/2022.  The contract included 10 3000 series double hung windows.  Additionally, the written contract shows that interior stops and exterior capping were recommended and declined by Mr. ******.  Mr. ****** had declined these and stated that he would do the trim work himself as he was familiar with window installation.  The written contract is attached where he explicitly declined these services.On 09/15/2022, the windows were installed at Mr. ******’s property.  Completion certificate of the installation is attached.On 09/27/2022 a missing screen was installed at Mr. ******’s property.At some point following the installation, Mr. ****** had called the office and spoken to Donna about some concerns over windows he thought were installed incorrectly.  Donna arranged to have Rich, the Regional Manager come out and examine the windows and Mr. ****** demanded that all of the windows be replaced.  Rich asked him to take him to a window at which point, they pulled the temporary vinyl stops off the window (bear in mind Mr. ****** declined the installation of stops and exterior wrap/capping as he said he would be doing them himself).  They looked at the one window and the deduction between the window and the existing opening was determined by Rich to be within industry standard parameters.  They did not look at further windows because Mr. ****** stated to Rich that the window they looked at was the worst window.For reference, I am including a page from **** *****’s website instructing on the measurements of windows which states:“A remodel window is faster and easier to install but it will have less glass to let light in. The window itself is smaller on a remodel window vs a new construction window. This is because it’s designed to fit inside a finished opening with an existing window frame instead of a rough opening. ““Use the smallest measurements for width and height to help choose your new window size.”“Your new window needs to be about 3/4 inches smaller than your window opening. This is to keep you from needing to reframe the opening.”These are all common and standard industry practices when measuring windows and Mr. ******’s believe that the window should be the exact same size as the opening will not allow space for the foam window wrap or for proper window operation.Mr. ****** included in email his own measurements of the window opening and emailed them to me showing that all with the exception of one window were within this range and thus no issue exists with the measurements and Mr. ****** simply will have to complete his trim work.Spacing is often left in the perimeter of a replacement window to allow for shimming to accommodate square, plum, and level of the window in the opening to allow for proper window operation and is a standard industry practice.We do agree that based on Mr. ******’s measurements, it does appear that one of the windows is outside of the range of size and should be replaced, however, we would need to be able to come confirm the measurement in the home in person and the remaining windows will not be replaced.I have attached the emails from Mr. ******.  I would also note that it was Mr. ****** who ceased communicating with us rather than the other way around.  I had a dialog going with him which was not responded to after my last email to him on January 26th (emails attached).I am also including Mr. ******’s own measurements of the openings which show there are no “3 inch gaps” which he had previously stated and the largest gap in 9 of the 10 windows is ¾” which is well within standard practices.

• Initial Complaint

  02/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  02/16/2023 Three new double pane windows $1772 price not sure no paper work set to me as receipts The window has defects on it not the same as others the caulking and wrapping was done poorly on all windows. my carpet has foam on it. This about the Erie pa one if it really is there it seems like a building no one is there ever how it’s a real business and states locally owned. I am confused on matters with this place on *** **** **** ** **** ** ***** but states ***** ****** ** ********* ** **********

  

  Business response

  03/02/2023

  Mr. ******'s windows were installed on 2/16/2023.  On 2/17/2023 he contacted Window Town with some concerns about the exterior capping on two of the windows.  He presented pictures and we agreed that it should be redone and offered to have a crew come out the very next day.  We have made numerous offers to have someone come redo the capping and look at any additional concerns he has including a required rescreening.  He has refused every offer for service.  As paragraph 11 of the contract states "11. Homeowner agrees to notify Contractor of any defects or deviations from the contract in writing within 5 business days of discovery. Homeowner further agrees to give Contractor access and reasonable opportunity to correct any defects or deviations. Contractor is not responsible for any loss in time or pay that the homeowner has to incur due to this cure process."  We agree that there is some work to be remedied and would be more than happy to perform the corrections per the contract but we would need to be given the opportunity to do so.  We have made several offers as far as dates including the very next day from his original complaint to us.

   

  Contract, what to expect, completion certificate, and email correspondence with customer is attached.

  Customer response

  03/03/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID 19436632, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards, James ****** No offer was made business is a fraud no office in Erie area was sold defective windows 

  

  Business response

  03/03/2023

  We would be happy to arrange the service on the windows per the terms of the contract.

• Initial Complaint

  01/10/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed a contract in June of 2022 for replacement windows from this company. I have called numerous times and have spoken to Elaine. Although pleasant, she is not able to give me much help, and apparently she has trouble herself reaching the owner, David Perkins. Last week I finally decided to go to their supposed Albany location in person. Door was locked and I was informed by passers by that no one has been there in months. I called again and spoke to Elaine on Friday. She was going to “try” to reach the owner and call me back. It is now Tuesday and of course no call back. For a long time I kept being told that windows were in production, and of late have been told they are in Utica awaiting delivery to Albany. This is their latest story for weeks now. I no longer trust this company to do the job and do it right. Unfortunately I’m a senior citizen and a widow and I don’t relish starting all over again in my search for replacement windows but I do not seem to have a choice at this time. I believe this company needs a thorough investigation by the Better Business Bureau and I would very much appreciate any help you can offer.

  

  Business response

  01/14/2023

  Installation is scheduled for January 18th. 

  

  Business response

  01/18/2023

  BBB spoke to David at business and the following was relayed: The customer's windows were installed today and this is all set. 

  Customer response

  01/20/2023

  Better Business Bureau: The day after I contacted the BBB I received a call from WT to schedule the installation.  Wow!  Unfortunate that I had to take this step to finally get this job done.  There is at least one issue with locking one of the windows which I will be in contact with WT about this morning.    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me at least so far.  Regards,  ***** *****

• Initial Complaint

  01/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I ordered 12 windows on October 4th from Window Town. They came out and measured my windows and took a deposit for half. They told me that there would be a 4-6 month wait on these but since everyone else was similar with time I went with them because of price. I got a call shortly after the order was placed and was told that one of the windows would have to be changed but at a lower cost. ($40 cheaper) Okay. On January 3rd I Got an email from Window Town stating that I cancelled my contract and they would be issuing me a refund. I called to say that I did NOT cancel my contract and wanted to know what is going on. They sent me a new contact and said that I could sign it and then they will order it again. I spoke with the saleslady and asked if they could compensate me something for the misunderstanding and she said she would talk with David Perkins and call me back. I waited and just called her back and she stated that David doesn't want to do the job anymore. I said then forget any discount can he just do the work? No - go somewhere else is all I get.

  

  Business response

  01/11/2023

  Mr. ***** had signed a contract in October.  Upon the final measure, it was discovered that one of the windows was not within the size parameters of the windows Mr. ***** had on his contract.  The sales rep reached out to him multiple times to have an addendum to change the window being replaced to a different window which could actually be manufactured at that size (which by the way was less money than the window he originally purchased).  He was sent an addendum on 10/28 which he never signed or returned to Window Town.  He was rude when the sales rep spoke with him.  We decided to not move forward with the contract as it was impossible to fulfill the window which could not be manufactured and Mr. ***** did not wish to return the addendum when requested.  Around January 4th, he requested a new contract be sent to him.  One was (still for less money than the original was), he called back and was what we will call not polite and swearing.  He had not signed the new contract after several days so we decided it would be best for both parties to not proceed with any further business.  We do not wish to do business with Mr. *****.  He is correct that he can take his business elsewhere.  We will not be working with him.

  Customer response

  01/12/2023

  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.  Regards,  **** *****  This is not an accurate story being told by the company. I have the text messages from the salesman as follows. Friday October 28th 11:44 am: Heather: Hey ****. We had to change the bathroom window from the double hung to a hopper. Because of the height. I emailed you an addendum so if you could sign that as soon as you can that would be awesome. Me: Is this going to cause a delay? Heather: No. The order is already at the manufacture Me: Price change? Heather: A little less money Me: I'm out of town can you just go ahead with it or do you need me to sign anything before I can be placed. Heather: No it's in your email. But yes windows are being processed. Me: Okay, Did you get my cousin her windows? Friday November 11 th 1:20 pm Me: Good afternoon Heather, Do you have a perspective due date for the windows yet? Just trying to plan around it. Heather 5:32 pm: Hi good evening! I will ask Elaine and let you know! Monday November 14th 8:51 am:  Heather: They are still in the manufacturing process. We don't have the addendum back , I resent it. Me: okay what is your best guess? Heather: It's hard to say as the manufacturer doesn't give an exact answer to where they are in the  manufacturing process. I know that it's important to get them asap. So I'll make sure when they come in that they get installed asap. Me: Let me ask you another way. The windows you're installing this week were ordered when? Heather: 10/20 Me: Two years ago? Heather: No Me: What am I missing here. 10/20 = October 2020? Or did they get the order October 20th 2022? I'm not trying to be difficult but I'm trying to plan around this. Heather: Oh sorry. I meant 10/20/22 Me: Wow that's less than a month ago. That's good news. When did my order become officially ordered? Heather: Oct 4 Me: Okay I'm totally confused, I ordered mine two weeks before the ones ordered on 10/20 and they are getting there's installed this week? Heather: No. Where did you get that they would be installed this week? Me: I read the text above - I asked.  Let me ask you another way. The windows you're installing this week were ordered when? That is the last time I heard from anyone at Window Town until January when they cancelled my order. I sent referrals to them from my cousin and others (I'm a Real Estate Appraiser and go to a lot of homes looking for windows during rehabs)  I may have been upset to learn my order was cancelled (who wouldn't be) I did not have anyone that I could talk to about my order except for Elaine when I called and she did not know anything about anything. This added to my frustration because according to her the order was never placed and they want to blame ME for the delay. No phone calls from anyone during this time to say that they needed me to sign anything or the order wouldn't be placed. I have planned the rest of my project around the windows coming in (Kitchen install, granite countertops, appliances ect...)  Window Town misrepresented the status of the order and want someone to push the blame off on.   The delay is costing me more money due to having lost time and having to pay extra mortgage payments and interest - When I asked Elaine if they could help me out due to the mess created she said she would ask David Perkins, never got back to me. I called  her back and she then stated that they sent me another contract to sign and when I said they gave me the same figures and I asked if they would be able to provide some kind of discount she said they didn't want the job and to go elsewhere. Not what I was expecting. So I then said well forget any discount can you just get it done. NO!  Now we are caught up. I hope they reconsider but if not I will move forward with seeking an attorney and ask for damages. 

  

  Business response

  01/12/2023

  Best of luck finding another with the project.  As we have said, we will not be moving forward with the project.  The project was put on hold in manufacturing as the addendum was never signed by customer and we cannot order windows different from the contract. 

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered windows for two properties in July 2022 and paid a 50% deposit for each. They have scheduled installation for the first property three times and have failed to show for each. They are not returning my phone calls. I'd like my deposits back in full.

  

  Business response

  01/11/2023

  There were some delays to the installation at one of the 2 contracts due to ice in the driveway posing a hazard that the installer did not feel comfortable unloading large heavy windows on approximately an inch of ice.  All of the windows for both contracts have been installed as of 1/9/2023.

• Initial Complaint

  11/30/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We ordered windows in October 2021 with Window Town under an installment plan. We were told the Windows would be delivered in February 2022. No word from Window Town yet and its now March 2022. End of March I call and check the status. I'm told that delivery will be on next truck. I call every month until July 2022 and getting the same response each time. Window Town has never called me until middle of July 2022 stating they have delivery and ready to install. Friday July 15th, they come for delivery and the contractor says that the windows are the incorrect size. We are refuse the order and I contacted Window Town immediately and ask them what they will do to fix the situation. I don't hear a word. I give them another week and call back the following Friday. They have no apologies or explanation. Just that they would need to reorder. We are highly disappointed with the lack of concern and communication. We asked to speak to the owner and for them to get back to us by Monday. We were still willing to work with them and find a solution for the grave error and our time. Never heard a word back from Window Town. I emailed them and cancelled our order due to Window Town incompetence. Never heard a word. November 30,2022, I get a bill in the mail for $4,008 and a threat to be sent to collection for windows we never received. The delivered Windows were the incorrect size. The company Window Town is negligent and incompetant. With them not ordering correct windows and failing to respond to any correspondence. We have not faith in them cutting holes in our home. I'm marking refund, however in that I mean the charges removed. We did not receive any product and they are not competent to complete the job. We would ask to wipe the slate clean.

  

  Business response

  12/13/2022

  Ms. ***** ordered custom made windows for installation under contract.  She made no deposit but was approved for financing.  When measuring the windows, there were layers of plastic on the windows.  5 of the windows were mismeasured and required reorder when we went to the original installation date.  Ms. ***** refused installation of all of the windows.  Replacement windows were ordered the same day as the original installation date, however Ms. ***** made it very clear she was not going to cooperate with installation.  We have made multiple attempts to schedule installation of the original windows which were not mismeasured as well as the replacement windows for the mismeasured units.  The terms and conditions plainly state the process of what will happen if windows are mismeasured - windows will be reordered and customer is not entitled to compensation.  Furthermore, the contract states that if the customer does not respond within fourteen days of notice, they will be responsible for the full cost of the contract.  Ms. ***** has repeatedly stated she "canceled' her contract and "refused" installation in clear breech of her contract responsibilities and thus will be sent to collection exactly as the terms and conditions of the contract outlied.  We have given her multiple opportunities to remedy and schedule the installation of the windows.  To date, she has made no payment whatsoever on the windows.

• Initial Complaint

  11/16/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 7/26/22 I signed a contract with Window town, I gave them half down as required.The contract stated the job will be done in 10 to 12 weeks.It has been way over the time limit and they don’t or won’t answer my phone calls.As far as I know they ran off with the money$700.00.

  

  Business response

  11/21/2022

  Installation was for Customer **** ******** and was completed on 11/18/2022.  Completion certificate is attached for your records.

   

  Thank you.

• Initial Complaint

  10/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered 7 replacement windows from windowtown of Utica New York in May of 2022. Gave a fifty percent deposit is $2061.50. Scheduled the installation for September 30 2022 , the installers never showed up. Called and spoke to Elaine, she said the truck broke down , and she rescheduled for today October 14, 2022. The installers never showed up again. No explanation why. Called Elaine and asked to speak to manager or owner, she stated David P****** the owner does not speak to customer’s but she would schedule us again. We currently have no date rescheduled. Would really like to have our windows installed before the cold weather hits. So very disappointed at the treatment we have received and the dishonesty of this business. We have lost 2 personal days from work and have had to move furniture and window treatments twice to prepare for windows to be installed that never were.

  

  Business response

  10/18/2022

  BBB spoke to David at the business and the following was relayed:

  This has been installed and is completed.

• Initial Complaint

  10/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed a contract in 3/8/22 for 13 Windows that should of been installed in July they never called to make a appointment I called them. Then they said they had no-one to installed that they all quit . in August I was calling many times with no call back. I finally called the woman that I signed the contract with then I got a phone call back in sept. They then said they will be coming in Sept which they called and said that the installer had an emergency so ok icalled back to make another appointment that appointment was cancelled at 8 am the installer was sick and then they rescheduled 3 4. And 5 times and did no call no shows and now I'm not getting a phone call back I either want the windows in or the money back

  

  Business response

  10/18/2022

  BBB spoke to David at the business and the following was relayed:

  We are expecting to be there next Monday and/or Tuesday of next week once we can confirm with the customer.

  Customer response

  10/28/2022

  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. The windows were installed but still waiting for the business to return and complete. There is no trim on the outside and one of the windows they installed is broken. Regards, ****** ***** 

  

  Business response

  11/02/2022

  ******’s installation has been completed.  She has received a discount for inconvenience and has set up a service call for a balance adjustment and a missing screen.

*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. ↩