ComplaintsforGreat Lakes Window, Inc.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a replacement bay window that was to have glass with argon gas filling for better energy efficiency. I looked through the brochure provided and saw that this is called LOW E. The pictures show clear glass like a regular window. The explanations say that natural light is allowed through while not allowing UV light. It says that the coating is nearly invisible. When my window was installed, the glass is GREEN. It's tinted green. The light coming in is 50% reduced and GREEN, making all of my interior have a weird greenish color. Everything looking out is tinted GREEN, like wearing sunglasses. All the colors are off. It's ruined my front room. There is nothing in the brochure to indicate this because I absolutely would not have ordered green glass. I contacted GLW and was told the glass ordered was, in fact, tinted green. There is NOTHING ANYWHERE to indicate this. Again, this green glass has ruined my home. It's not what I ordered as what I ordered was what was pictured in the the informational brochure provided by GLW. I would like the company to replace the glass with the LOW E glass in their brochure, with the "nearly invisible" coating that allows all of the natural light in. I would like a refund on the difference in the cost of said glass.

  Business response

  12/07/2023

  We received a case on ********** 11/14/2023 but there was no complaint listed about green glass. We have been in contact with the homeowner. This case is assigned to a claims manager who will discuss the issue reported and any issue with the glass tint that she is having. We have been in contact with the homeowner on 11/21 and via the phone on 11/27, 11/28. 

   

  Customer response

  12/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The warranty issue the company is responding to is in regards to a leak, not the green glass   
  

  The complaint regarding the green glass was assigned 

   *****************

  It was filed on 10/8/2023. 
  
  Sincerely,
  
  ******* ***

• Initial Complaint

  06/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered a garden-style window. I was initially told it would take 4-6 weeks to obtain the window. After I paid, I was then told it would take 11 weeks! This is unacceptable.

• Initial Complaint

  06/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  *******, I’m at a total loss on what to do. We received 4 windows and they are all too small (see attachments). What can I
  do. This has go to be costing Great Lakes a lot of money. This has been a three year battle and I give up.
  
  We purchased 28 windows a number of years ago. During this period, we have had a few windows replaced by you. We
  currently have one window that has leaked moisture or something. (see attachment). The attachment includes pictures
  and the warranty form. The order number on the window has faded and is unreadable. The warranty has the first 6
  numbers of the order number( ******) and the dimensions of the window (17 ¾ X 32). You have been great about
  responding and getting a replacement to me so I can have it replaced. 

  Business response

  06/14/2023

  Good afternoon,

  ****** should be reaching out to work with you on your order. 

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We built a house in late 2002 that included double pane windows from Great Lakes Windows that have a lifetime warranty (a copy of the warranty is included with this complaint). The warranty covers “against defects resulting in material obstruction of vision from film formation caused by dust or moisture in the dead air space of the sealed unit”. Earlier this year we noticed that there was condensation between the panes of one window indicating a seal leak of they type covered by the warranty. We reached out to Great Lakes Windows via their website h*******************************/ in early July to inform them the seals were leaking, seeking repair or replacement under the lifetime warranty. We included the attached photo to document the condensation in the dead air space. On July 17 we received an email from them acknowledging receipt of our inquiry that included the case number *****************. Over the next 4 months we occasionally received an email from them letting us know they our inquiry was in their queue. On November 18 we were informed that our windows (with a lifetime warranty) were no longer under warranty. Their response (from ******* *****) is shown below: "The requested materials are no longer under warranty.  You can purchase the replacements needed at a local building supply.  Building supplies can be found at **************************************************************************  Thank you!" We sent an email on November 20 seeking clarification on why the window was no longer under warranty. "Thank you for your response.  Can you please help me understand how a window seal failure that is covered under a LIFETIME warranty, is now no longer covered???  Based on the information in the warranty, my expectation is that I would pay for 70% of the cost to repair or replace the window and the remaining 30% would be covered under the warranty. Thank you and I look forward to your prompt response." On December 27 we received a confusing email that didn’t provide the clarity we were seeking. "With the warranty department when we do issue out the no longer under warranty email that specifies that there is zero coverage. If youd like to have the windows quoted or purchase the material I can send this to our customer service team and ask if they can quote the glass/sash." Based on the warranty, we believe that we should pay 70% of the cost of a new window that they provide. We would appreciate your assistance in working with them to ensure that happens.

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  7 Great Lakes Windows with Lifetime Guarantee for Original Homeowner were purchased approximately 7-13-01 from Erie Materials ** ***** **** *., ****** *******, ** *****, ************. I contacted them 5-26-22 regarding 2 failed windows which they have always promptly taken care of a** past problems with the windows, and was informed that Great Lakes Window Compa** was taken over by Ply Gem and I would need to contact them for further services. After being rediredted several times by Ply Gem I was finally instructed to go on line and fill out forms and submit photos of the damages. After doing so and waiting 2 weeks I did not hear back so began calling and got ahold of **** ******* Customer Service/Inside Sales Representative, US Windows, and was provided a reference # PG ******* and quote # ******. He requested the photos and information that was submitted online to be resent, and stated that the windows i purchased were no longer available, that my Lifetime Guarantee was not covered 100 % for New Construction windows as shown on the pamphlets or online waranty details. A few days later he sent a quote for the price of $234.51 for glass replacement for one window and not a** other assistance or services suggested or offered for the repair or replacement of the second window which also has a failed, frame or sash, or a** other information regarding the coverage under their Lifetime Guarantee for Origianl Purchaser or Home Owner of the windows, glass, repair or replacement 100% coverage.

  Business response

  07/13/2022

  
  This customer has seal failure on new construction windows.  The warranty states 10 years from date of purchase.  We had her to forward us a copy of her warranty and she forwarded us a warranty for Comfortsmart windows.  The windows she has an issue with is a 10 year warranty. 

  Customer response

  07/13/2022

  
  Complaint: ********
  
  I am rejecting this response because:  The Great Lakes "New Construction" Windows that I purchased were with a Lifetime Warranty for Original Homeowner.   Per The Original Great Lakes Window Sales Materials.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  05/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased windows from this company (through a dealer in *** back in 2018. On February 17, 2022 I filed a request for warranty service. The Case ID No. is: *****************. It is now nearly 3 months later and they still haven't sent someone to investigate my request. They send me periodic emails stating: "we haven't forgotten about you" but enough is enough. Three months (and counting) to investigate a problem is ridiculous. I want someone to investigate this problem. I have been more than patient.

  Business response

  05/24/2022

  A customer service rep will be reaching out to discuss your warranty concers. 

  Customer response

  06/01/2022

  
  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. Although someone from the company did reach out to me, all they did at this time is assign someone to my claim. Since I am required to respond to you within 10 days I don't have the ability to wait and see if they actually follow up and take action. I have already been waiting 3.5 months for this company to address my claim. If nothing happens in a reasonable amount of time, be advised that I will file a new complaint with the BBB about this matter.
  
  Sincerely,
  
  ****** * *****

• Initial Complaint

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased and had 17 Great Lakes double hung windows installed in our home in May of 1999. The windows have a written "Lifetime Warranty" used as a significant selling point. A failure in the window locking system allowed the lower half of the unit to fall out resulting in glass breakage. I contacted the Great Lakes warranty department and was informed that since the window is no longer in production my warranty is no longer applicable. I have checked the remaining windows and discovered eight of the windows have similar failed latching systems. Great Lakes case # for this incident is *****************.

  Business response

  05/10/2022

  *** came to me and I worked up a quote for the glass and balances.   The quote number is ******.   
  He called me today and gave me this ** case number and that’s when I informed him.  He also said he has latches that are broke and I am assuming that he talking tilt latches but not sure.  This is the old New Construction window and we do not have tilt latches or bead to hold his glass pack in.     I had informed him that he if he wants the glass he can go through *** or we can work up a quote and he can pay for it.  He said thanks for the information. 
  Thank you.

  Customer response

  05/11/2022

  
  Complaint: ********
  
  I am rejecting this response because: I have not received the quote referred to quote " we can work up a quote and he can pay for it.   
  Thank you. 
  
  Sincerely,
  
  ******* *****

  Business response

  05/12/2022

  A quote has been sent over the order number to reference is ****** and the case is **********. 

  Customer response

  05/16/2022

  
  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.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  04/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have home windows currently under warranty. Have been trying to have *** *** replace 7 pieces of glass that have broken seals. We have attempted replacements for over one year and this company has “lost” our windows 5 times in transit. We would like our broken sealed windows replaced.

  Business response

  04/22/2022

  The most recent orders are ****** & ******.  I have directed them to call **** *** for an update.  I also have E mailed ******** ***** at **** *** to look for these.

• Initial Complaint

  01/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  07/10/2021 I called Great Lakes Windows to order 2 qts of natural oak on oak stain. I talked to **** **** at ************ and she gave me a order# ****** and I was charged $33.28. After 30 days I had not received the stain, I called and got customer service and explained I hadn't received the stain. I was told they have the stain, but it wasn't shipped because **** considers the stain hazardous. I was told to find a company that will accept delivery by truck and give them the address and they will ship it. I talked to three **************** stores (the stain is a **************** product) and was told they only accept delivery from their warehouse. I even called ***** to see if they would accept delivery. They also refused. I again called customer service and explained that I could not find anyone to accept delivery. I suggested to ship it with *** or ************ I was told they only use ****. I even suggested to have an employee get money from petty cash and take the stain to ***. They refused, again saying they only use ****. I have called this company 30 days ago to get a refund. They said they would notify supervisor ******* to authorize a check. I would much prefer the 2 qts of stain, but if they refuse to ship it, I would like a refund.

  Business response

  02/22/2022

  Business Response /* (1000, 8, 2022/02/10) */ After speaking to ************s she is going to issue this customer his money back. Consumer Response /* (2000, 10, 2022/02/11) */ Two days after filing complaint, I received a call from Great Lakes. They said it takes six weeks to process a refund check. The following week I received my refund. Thank You for the assistance.

• Initial Complaint

  01/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  July 6, 1998, I had two windows installed with a lifetime guarantee, as long as I own my home. ********** ** ******* *****. Wisconsin was the installer for Great Lakes Window Inc., but have failed to notify me that they were not in buisness anymore and they did not give me any other contacts for future window issues. I just came across the older papers that point to the above company, in Ohio. I have had screen issues and a window section replaced after it started condensating, that cost me $425, plus the contractor fixed 3 window screens at a cost of $60, so that equals $485. I feel like the Great Lakes Window Inc. did not do it's job by making sure that I would always have a contact for window issues they had installed. 1 window cost $1700 and the other $1900. I would like two things to happen here, 1)reimbursement for the money I spent repairing these windows, 2) a contact company that they may be using locally so I can have these issues taken care from a near by company. I live at *** ******* **** ******** ********. Cell phone # **** *** ****. Thank you for anything you may be able to do for me. ******* ********

  Business response

  02/04/2022

  I will assign this case to a Case Manger. She will reach out and provide the requested information for the customer.

  Customer response

  02/04/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  As of today, February 4, 2022 I have not received any notification from the Company in question. I do not accept any thing as of yet. No offers have been submitted as of yet. Thank you for your follow up on this matter.

  Customer response

  02/04/2022

  Today I was contacted by **** ******* from PlyGem.com. In regards to the window issue I had complained about. As of now she will be looking at the paperwork that I sent her to see if anything can be done. She informed me that they do not reimburse for something already done, but would send new material to whom ever I choose so that they could replace bad items, at my cost for labor. So, no money there, but if my paperwork is good enough they will send new screens for all 3 windows(the screens are lifetime as well). I will notify you again as to the settlement that we may agree upon.

  Business response

  02/18/2022

  **** is working with this homeowner.

*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. ↩