ComplaintsforOkna Windows & Doors
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We had Okna Composite windows installed on our hours in 01/2018. Soon after we started seeing issue with the windows performance. The hardware is rusting, seal between two glasses has failed, seals around the window has failed, and they are bowing. The company representative *********************. made several visit to our home and took pictures. He claimed this maybe due to poor installation. In 2022 the installer gave official statement that the failure is due to poor product. Okna insisted on third-party inspection which I agreed to. They claim they can not find any third party inspection so I must find and pay for the inspection myself. I hired **** from *******************.com to do inspection in 05/2023 which concluded in product failure. Okna is not agreeing to replace the failed windows but are now asking $1987 +Tax claiming the replacement windows have "upgrades" that I must to pay for. The warranty does not mention anything about such agreement.Business response
07/10/2023
July 10th, 2023
Dear Sir/Madam,
In response to the complaint filed by *** ******. Okna Windows has agreed to replace the product in his home...(refer to attached document).
Please review our warranty (copy attached) obligation to the homeowner -- specifically the paragraph that explains our options should a product no longer be available (Product Changes).
The product originally installed is no longer available.
Per our warranty we have the option to replace the product with another product. We've offered an alternative to *** ***** that would not add any additional charge. *** ***** has declined that option.
*** ****** was also, informed that the new product we produce is entirely different, and there would be additional charges that would incur should he choose the new product.
Sincerely,
Customer response
07/21/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because:What Okna is offering is a lower priced uPVC fusion windows. My windows are ******** composite series. I have agreed to take the current Composite model "per the warranty statement" but Okna is demanding $1987+Tax.
-*********************
Business response
07/24/2023
*****,
In the interest of moving forward and getting your job replaced…Okna Windows has agreed to wave the additional up-charge for your replacement windows. I'll be responding to the latest correspondence from the Better Business Bureau with that information.
On your approval we can move forward with manufacturing and shipping the product to ************************.
Best regards,
*********************OKNA Windows
C Regional Sales Manager
****************Customer response
08/01/2023
Okna have agreed to provide the replacement windows from the same series at no cost. I addition Okna have agreed to reimburse me for the inspection cost.
Currently working with Okna's dealer to understand the installation cost.
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,
*********************
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.