Complaints

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Signed contract for the purchase of 17 windows on 3/2022.Windows installed 7/14/2022. The installation was sloppy with damage to existing woodwork for which we paid another contractor to repair. We've had multiple problems with the installation of the high end (model *****) ****** windows over the course of the year and have just recently reported, on 8/21/2023, a new problem with the hardware of one of these windows. Examples of issues: screens for the casement windows needing replacement because they did not fit properly, casement windows not closing completely and requiring adjustment on multiple occasions, kitchen window not closing completely preventing it from being locked, dining room lower sash not tilting properly,, and others. We are looking for compensation for the trouble we've experienced over the course of the year given this installation was not properly completed as promised on 7/14/2022,

  Business response

  08/31/2023

  We do apologize for the service issues **************** has experienced with his ****** windows. We just spoke to **************** shortly before we received the BBB complaint and already assured him that both Tom Adams Windows and the manufacturer of the windows, ******, will stand behind the product and honor all warranties. We notified the customer that once we receive the necessary parts from the manufacturer, we will schedule an appointment with **************** to have a service technician address and issue with (1) window and we also offered for the technician to do a walk through of all of the windows and make sure everything is in working order.
  
  Both Tom Adams Windows and ****** reserve the right to service the windows under the details of the warranty. If replacement parts are needed, they will be provided by ****** and Tom Adams will provide the labor to replace the parts. This will be done at no charge to the customer. Both ****** and Tom Adams Window do not offer monetary compensation for warranty repairs.
  
  Again, we do apologize for the inconveniences caused but we are working directly with the homeowner and the manufacturer, ******, to get any and all issues resolved. 
  
  Thank you,

  Customer response

  09/08/2023

  [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: We have been experiencing issues with these windows since the initial install which took place in July 2022.  Why was the installation not done right the first time?  Why does it take the the service department over a year to get it right?   So the company received our payment when the initial installation was "completed", yet 5 of the windows had several issues over the course of the past year. Granted only 1 issue/window is outstanding.  It's about time!  So my rejection is a means to make our experience known to anyone who might be interested in purchasing windows from this company.

  Regards,
  
  ***************************

• Initial Complaint

  05/06/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed a flooring contract and made a 1/3 deposit totaling $1788 via my **************** with ********************* at Tom Adams on April 13th. The estimated installation date was two weeks from that date. I made clear from early on that time was of the essence. I repeatedly told him that I am selling my mother's house, which has already been emptied out, so only the flooring stands in the way of the house being listed. This understanding is reflected in the photo of my emails to him, but it was also expressed at earlier stages in person. I contacted them a week after signing the contract for an installation update and received no reply. I contacted them another week later and again received no reply. By then it had been the estimated two weeks. I followed up the next week by phone on Monday, Tuesday, Wednesday, and Thursday. *** never returned my call but did answer twice: both times he said he was waiting on a call and would be back in touch by the beginning of the next day. I went into his storeroom yesterday, three weeks after the signed contact, and he agreed to cancel the contract and refund the money, but he said I should expect an email, which has not arrived, so I do not trust that he canceled the contract and I want to ensure that I get my deposit back. I do have an audio recording of him saying that he would cancel the contract, but it is an .mp4a, so it is not in a format that allows me to upload it here.Meanwhile, afterwards I went across the street to *************** Carpets. The man there came to the house the next morning and I signed a contract with a guaranteed installation date of this Tuesday, which is a five-day turnaround.

  Business response

  05/09/2023

  Yes- ******** is correct and paperwork was filled out for our account receivable department to call customer to get her **************** card in order to credit 2 contracts in the amount of $656 and $1,132. which total to $1,788 refund- The paperwork was waiting for approval from a manager who was out sick. I have attached the paperwork and assure that ******** will get a call today or tomorrow for her **************** account number (we keep no account numbers) - The credit will be issued as soon as we get the account from *****************************-

  See attached forms that have been approved to be refunded 

  Please call me at ************ ext. #*** if any questions- I apologize for the delay and not being able to meet your time frame

  Customer response

  05/22/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. ↩