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Complaint Details
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Initial Complaint
01/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Closed a loan where the work was promised to be completed within 5-7 weeks, that was 12/12/23. The ******************* of the home was based upon the work needing to be done & there has been little to no effort from them in getting it completed. They were paid up front so it seems as there is no initiative to finish the work. I cannot get anyone to call my lender back or assist in the situation as it is now becoming a financial problem with my mortgage.
Business response
01/25/2024
This customer was selling their house and requested an estimate from Thermal Windows to replace 3 windows. The estimate was provided in November 2023 but the customer did not place the order. The customer signed the order on 12-12-23 and paid the invoice in full. The contract (attached) very clearly states ***** weeks for completion and the customer initialed that statement. That would put the installation date in mid to late February. Upon seeing the complaint from the BBB yesterday, I contacted my installation coordinator and she had them on the list to schedule in the next couple weeks. I called the original homeowner (who ordered the windows), mortgage company and new homeowner to gather information. Once we determined the customer / new homeowner / mortgage company needed the windows promptly, I contacted our plant manager and he is ******* the order through the plant today (01/25/24). We have contacted the new homeowner and scheduled an installation crew to be at his house tomorrow morning (01/26/24) to install the windows. All this will be completed 4-6 weeks earlier than was required per the contract. We are always pleased to assist in any way possible when projects need expedited, but the urgency of this situation had not been communicated to Thermal.
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Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.