Complaints

• Initial Complaint

  01/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Last November, I entered into a contract with Rosati for the replacement of 6 sunroom windows. My salesperson was Mr. C********. He came to my condo on two occasions prior to me signing the contract and paying my down payment. On both of those occasions, I specifically informed Mr C******** that the sunroom had recently (Less than a year prior) been re-modeled. All new paint, custom wood trim, carpeting, etc. It cost quite a bit of money! I was concerned about any damage that replacing the windows may cause to the new wood trim. Mr. C******** informed/assured me twice that there would not be an issue and that no damage would be done. Fast forward, approximately 9 months (because that's how long it took Rosati to fabricate the windows and have them scheduled for installation), the installation was an all day event. Surprisingly, the workmen informed me that they may have to do some damage to the window trim. Both inside and outside! At this point , the old windows were already out, so i was hopeful for a good outcome. I did, however, mention to the installers that the salesperson assured me that there would be no damage to the wood trim. They said that this could not be helped. During installation, the wood trim was damaged, as well as nicks in paint work, separated seems in the trim, and nailhead(s) showing. The outside was also damaged, they had to caulk quite a few areas of trim and clapboard siding. I almost didn't pay the final bill upon completion,however, not wanting to cause an episode, I paid. I had to re-paint the areas of the exterior of the condo myself! I live in a very strict condo community. I am also having issues with several of the screens. They are very wavy and seem to have more screen material than is required. I did have a tech out on November 30. I decided to wait and see how the screens would be after the Winter. The tech also took a few photos of the damaged woodwork, etc. As of this writing, I haven't heard anything from Rosati!

  

  Business response

  01/08/2024

  It appears that there was a misunderstanding about when to do the service. It seems the only thing our customer wanted to wait on was the screen issue. Our vice president, John V******, will contact customer and stop by to go over the wood issues so that we can address the issues and resolve the complaint. I apologize. Mike R*****. 

  Customer response

  01/08/2024

  John, (From Rosati) contacted me on Monday, January 8th, 2024. He will be coming out to my home on Thursday, January 11th, 2024. I will not consider this matter settled until I’ve had the opportunity to personally speak with John , have him inspect the damage done by the installation crew, and arrive at a satisfactory solution. So, I do not wish to have this complaint considered settled at this time.  However, I am hopeful for a positive outcome. 
  Regards, 
  *********** **********

  

  Business response

  01/30/2024

  We will send a check to our customer for $680.00 today. I want a receipt mailed to us once the painter is finished. 

   

  Customer response

  01/30/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  *********** **********

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Call in several times about windows leaking air when the wind is blowing out side can feel drafts of air. This was the concern I had when I had my old window was in had representative come out and give me est and told me new windows would resolve the concern. This was back in 4/29/20 was installed. And since then they have been out trying to get them sealed up first attempt was installing foam between edges of window track, then next step replaced window molding , then replace window. Then the even put silicone on window trim to try to stop air from entering around window. ( have picture with video evidence ) then was told after these attempts that they would come out and reseal them from out side when this day came they only did the front windows, after this repair attempt was made found casting was cracked on out side of window called them back to have them come out again and the said they would put silicone on window casing. ( if I want silicone on brand new windows I would have kept my old ones and did the same thing) after not getting any results and still have issues , dealing. With it through COVID pandemic and still not getting anywhere . I feel they are not standing behind there warranty and work. Would like to resolve this concern but have not been left with many options.

  

  Business response

  03/05/2023

  We have been out multiple times and we have pulled casings to verify insulation, we have recalked the new casing and have determined everything is properly installed and we have found no other issues that could be attributed to our windows or installation. We feel at this time we have done everything we could.

  Customer response

  03/15/2023

  Windows are still leaking

  
  Regards,
  
  **** *****

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a Limited Lifetime warranty from Rosati Windows when my windows were installed on 2/3/2012. "Installation is covered for the full term of this warranty, provided products are installed by Rosati windows installers". These are the exact words on the warranty. The windows install was a failure and has caused a slow leak that has been happening ever since the windows were installed. This slow leak only happens when there is wind-driven rain that blows against the side of the house. When this happens, rain water gets behind the vinyl siding. Since there was no flashing installed around the window to direct the rain water to the water proof barrier (house wrap), the water piles up on top of the windows and finds the crease in between the house wrap and the windows. At this point water has come into contact with the wood framing of the house and runs down the wood framing, causing further water damage. Wind-blown rain is a well known vulnerability with vinyl siding. There needs to be layers of protection behind the vinyl siding, which includes flashing and house wrap. My house did have the house wrap. But it was missing the flashing around the windows, which is required in the 2006 Residential Code of Ohio, which was the code to follow at the time of the windows install. This install code violation has caused rot/mold on the exterior wood frame around the house. I feel that it should be the responsibility of Rosati to pay for all leak damage and install flashing (and house wrap where it was pulled off to find the leak) around all windows on the house. When contacting Rosati, they claimed that the install was not the cause. They blamed the vinyl siding. Rosati claimed that the pictures show water damage above the window, and that water does not travel against gravity. However, there is a process called wicking and capillary action that causes water to travel up and against the force of gravity - **************************************************************

  

  Business response

  02/16/2023

  I have spoken with **** ******* and he will be calling to schedule a time so that he can observe the situation. Thanks, Mike R*****

  Customer response

  02/24/2023

  I am rejecting this response because: I do appreciate that John reached out and came by to hear me out and look at my home. He made it sound like he is in agreement, but until something is actually done or in writing I do not feel like this is resolved.
  
  Regards,
  ***** ********

  

  Business response

  07/06/2023

  The invoice was to be mailed to my attention. I never received anything until her last email and sent out a check. No one here is paying an invoice sent by a contractor we never heard of. We get numerous fake invoices on a daily invoice. I have satisfied our agreement. By her email, the invoice was only 2 weeks old. We usually pay net 30 but had no invoice asking for payment on receipt. Thanks. Mike R*****. 

  Customer response

  07/10/2023

  I accept the business's response to resolve this complaint.
  Regards,
  
  ***** ********

• Initial Complaint

  11/29/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Last spring my wife and I wanted windows put in our house. A Rosati salesman came and measured and promised to come back in November. I went in the hospital in August but they were coming early, I told them not to. After the hospital, my doctor said I should strict bedrest but Rosati insisted either me or my wife with brittle bones to take down all our curtains so they could work. I said we couldn't and they got real upset. I already put down 6000 dollars, but they tried to charge me even more to do that little work for us. The entire job will already be 18,000 dollars and they still wanted more. I then asked for a refund, then they give me a runaround saying they would call me back or the owner would. Nothing still. I put in a dispute with my bank to get my money back myself, and my bank haven't heard anything from them.

  

  Business response

  11/29/2022

  We manufactured 23 customwindows and one sliding glass door which the customer refused at time of install. His deposit doesn’t even cover our costs. This is the first time I have heard about the curtains and usually we don’t take down curtains because they are fabric and we are in construction zone. If that’s the issue we will remove and replace the curtains. 

  

  Business response

  12/13/2022

  This is not acceptable. We custom built 22 windows and 1 Sliding glass door which at this point are basically junk. Why would I install some of the product and call it even. I am sorry our customer is ill and I understand but I am a two time bladder cancer survivor. I will settle this issue as long as our customer covers my costs. 

  Customer response

  12/22/2022

  ***** ********

  ********** ******* ********

  Rosati Windows

  Dec 22, 2022 1:30 PM

  1

  
  

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They put in a bay window for me, it leaked and was nothing but trouble. They came out to fix it, but instead they cracked the window in two places and say I have to wait six to eight weeksfor replacement glass for them to fix it. I paid 8000 dollars for this window, mind you.

  

  Business response

  10/11/2022

  I apologize for the customer's frustration, but as she said in the complaint, we are taking full responsibility and we're fixing the problem.  We can't do much about the current supply chain situation that is happening in our country.

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After talking to the VP John at Rosati about an improperly installed leaking window that damaged siding and interior paneling, I was told to get a quote to fix our home and send that over to John. We did so, and after our contractor contacted Rosati, John scheduled a visit to our house, on July 20,2022 to discuss repairs. When John arrived at our house, he was extremely rude to my wife and immediately started to downplay the seriousness of the issue. He repeatedly stated that the house needed only a quick fix. When my wife started to share concerns about mold, or any issues that might arise during a repair, he quickly cut her off, saying it was easy to see that his technician could simply nail up the siding that is now hanging off the side of our house and that would solve the problem, when multiple contractors told us we need a full siding replacement. During the 7 minutes that John was at our house, (10:02-10:09am) he never once allowed my wife to ask any questions or discuss concerns that we have. He repeated that all our home needs is a quick fix. The work report from April 14 was ignored, (which stated siding repair caused by window instillation) He was only there to “look at what’s in front of me”. When he left, my wife came back inside, and found our six year old crying, he heard the whole conversation, and was uncomfortable with how he treated my wife. Johns treatment to my wife and son are more troubling and upsetting than any window issue. John told my wife that he would have someone out the next day to tack up the siding and a small check to supposedly cover the inside damage cost. My wife declined until it is discussed further. John got in his truck and left. We were extremely disappointed with John’s visit, He repeatedly disrespected my wife, and was clearly there to dominate the conversation. We wanted to have an honest conversation about repairing our home (interior and exterior) and that did not happen and could not happen in only seven minutes.

  

  Business response

  09/27/2022

  I have read the customer's complaint and there are some things I agree with and some things I don't agree with.  John has been my right hand man for 22 years and I know he is very direct, but he's not rude.  He values our customers as much as I do.  I apologize if his demeanor came off as disrespectful.

  We have made an agreement with their contractor to pay for anything that was damaged by any leaks caused by the window installation.  However, we will not know if the leaks were caused by the window installation or the siding installation, which we did not do, until the drywall is removed from the inside and we are able to examine the damage.  The siding panel that fell off was due to improper siding installation and has nothing to do with Rosati Windows.

  I feel that it is unreasonable to expect us to replace siding on the entire house.  If the damage is, in fact, due to the window installation, we will take care of any expenses related to our product or installation and the directly affected area.

  Customer response

  10/03/2022

  I am rejecting this response because: the damage to both the siding and the interior wall was caused by the improperly installed window. While the siding is older, there was not a single issue until the window was installed. Because the window was jammed into the space so tightly, the siding was pulled away from the house, and water was allowed to enter the home and damage the interior paneling. We are simply looking to return our home to it’s functioning condition, with repaired paneling and siding. 
  
  Regards,
  *** ********

  

  Business response

  10/10/2022

  As we said in the first response, we will correct any damage caused by the window.  But the window installation did not damage the entire house's siding.  One section or side, maybe, but not an entire residing of the whole house.  The only way to find out for sure is to open up the wall, but we haven't heard from the contractor that was supposed to be doing that.

*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. ↩