Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought our windows and doors from Ram Window in February of ******************************************************************************* advance to receive our products for building. We are building a house ourselves and do not have a contractor. We received our order in September of 2022 but there were multiple mistakes. Many mistakes have been fixed so I will focus on the two that have not. The main issue was the windows and slider doors came with frosted (satin) glass. We had repeatedly mentioned that we were buying these windows to view our lake house. The second issue was that one of the slider door panels was built incorrectly and could not be installed. Over time they have fixed most of the windows except for one slider door and panel.This particular slider door had a panel that was constructed incorrectly and we were unable to install the door.Ram Windows service department came and took the incorrectly made panel with promised to rush order us a new one and have it installed. They left the slider part of the door with the wrong glass at our house. That was in November of 2022. At this time, we have half of the slider door (the slider part) with the frosted glass (the wrong glass) still in. I have not been able to get a response as to when this panel will be delivered or the glass for the slider that we do have, Without this door, we are unable to move forward and finish our house. I am desperate to get help with this situation. All I want is the correct product that we have paid for. I suppose that our next step is to reach out for legal counsel.

  Business Response

  Date: 04/17/2023

  The panel in question has been remade and is currently scheduled for a 5/3 service visit.  The individual that this customer was working with in our service department is no longer a part of our company.  Please feel free to reach out to ************************* <*************************************; or *************************** <*******************> in our service department for further details.

  Customer Answer

  Date: 04/29/2023

  I have reviewed the business response and accept this resolution. 

  We hope that in the future when I salesman no longer works for your company you will still take care of the clients that have paid a large amount of money for a custom product.(maybe assign them another sales person?) After our sale everything was treated like it was done when truly everything was very wrong. And getting in contact with RAM about our issues seemed impossible.

  In fact this response is actually wrong. Happily they already came and we already have the panel installed but we are still missing the glass for half of the slider. I hope *** knows this as I have tried to contact them and tell them multiple times. But since we do not have a salesman to talk to, no one will talk to us or call us back. Our windows are still not how we ordered them but at least we can move forward with our construction.

  Hopefully one day we will get the right glass and we can be done with this horrible experience.

• Initial Complaint

  Date:09/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern Summary We contracted Rams on 11/16/2021 to replace my house's windows. We signed a purchase order with the sale rep. All the windows were measured by the sale rep (we have contractor witness this); and when the windows were delivered, a majority of windows had incorrect measurements. We contacted the company, and they did replace a portion of the order, and decided not to replace the other parts claiming that we did the measurements rather than their employee. There are multiple issues with this order: 1. Wrong instruction 2. Excessive Delay 3. Missing Parts Although Ram did address it, they were taking their time, which causes an incredible delay to us. We do have small children living in the house, and this causes safety issues to us. Current Living Situation At 9/22/2022, out of 37 windows we ordered, we have 9 windows installed. The rest were either: 1. Wrong sizes 2. Missing Parts (delivered but can't installed due to missing parts - contacted them 5 months already and still nothing). 3. Pending making (since May) they kept delaying the finished day and now it will be Nov For the sliding doors, we had to take down a whole wall to get measurement. As a result, we had to live with a cardboard wall since March (pic). Seeking Remedy I have emailed & called Ram repeatedly with the hope that they can fix it; however, they have decided not to correct the situation anymore. What drove us to write this complain is that the company's sale rep did the measurements himself; when the windows came out incorrectly, he came to my house, admitted it was wrong an said in person to me "the company should replace it for me"; then turned around and said that we did the measurements. As a result, I need your help. Please rescue us from this mess so we can have a house we can enjoy. Attachments 1 Email explaining to Ram that they did the measurements. 2 Response from Eric after the email above. 3 Pics of my cardboard house 4 My complain email

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 5, 2022/10/06) */ The homeowner approached RAM to purchase windows and doors at their property. As is fairly typical in the industry, we obtained measurements from the homeowner's independently hired contractor. There seems to be a misunderstanding that RAM employees measured vs the homeowner's contractor. Unless specifically requested, RAM does not perform measurements when provided by a contractor or via a set of building plans. RAM has conducted an internal investigation to corroborate statements made by the homeowner, the homeowner's contractor, our internal sales representatives, and any other parties to this matter. We have attached communication evidence of measurements coming from the contractor, evidence that we responded to the measurements as acknowledgment and for clarity, and evidence the homeowner noted further approval. The quotation provided by RAM was based on these measurements and presented to the homeowner for review and approval. We make special mention to review the quote in detail, and provide multiple opportunities for revisions prior to authorization, to avoid these possibilities. The homeowner signed the quotation, along with our cover sheet specifying portion of our standard terms and conditions. Furthermore, the homeowner sent separate acknowledgment (via email / text) to proceed with the measurements received. These items are attached for further evidence. The windows produced matched the specifications per the signed quotation / purchase order. As such, we cannot issue a refund or credit for these custom manufactured windows. We are happy to produce new windows and are willing to accommodate a reduced price, given the unfortunate situation. As part of this project, the homeowner failed to mention a similar issue with the sizing of their multi-slide door. This situation predated the window issues noted. In that scenario, the door was again produced to the specifications that the homeowner / their contractor provided. The contractor subsequently framed the rough opening to a different height and width. As a customer accommodation, RAM agreed to give the homeowner credit for the original door and windows above the door that were ordered. We agreed to build new products to the new dimensions as a customer accommodation. This accommodation resulted in a $14,000 credit. RAM has manufactured and delivered windows and doors to the sizes specified on the signed purchase order, and we have given credit for material that was originally ordered incorrectly. The further request for a refund or accommodation on window products, in addition to the accommodations already provided, is not acceptable based on the evidence attached and the issues described. We do apologize for the situation and would like to work with the homeowner to accommodate a reasonable solution, but we've been unable to mutually agree to a path forward.

• Initial Complaint

  Date:06/30/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello my name is ******* ***** I made an order from Ram windows. I received the order 3 days ago the windows we got are totally defect. Each windows have a defect like a dent scratches on the glass scratch on the frame silicon that comes out from the frame inside the glass etc.. I tried to contact ram and they said they can send someone over to paint the scratches but the rest of the damage they need to contact *** *** to come over and inspect the windows and see if they need to replace them or fix them. But this process will take at least two months from now. The windows are in such a bad condition and very low quality that in this point we don't want even to do any service on them we really want our money back in order to go to get a different windows from a different company. ‏ I have to mention that when we purchased the window ram did not offer any samples from those windows they show us a different windows they sell under their name And they were telling us that the windows we will get will look The same as the one they have just in a thinner frame. Unfortunately we trust them and they send us those windows by *** ***. This windows not only very low quality they are hundred percent of them are defect each one of them has a defect on his on. We try to find a solution with ram company but unfortunately they don't try to help us with that. In this point I'm very disappointed and I only want my money back in order to purchase any windows. I have to mention also that ram send one of their cells rap over to see the windows and he totally agree with us that this windows are not an acceptable condition but is manager are not willing to work with us whatsoever I've been trying to deal with it for the last three I feel like they left me with no money and no product! I have to say that I am myself running a business and I try from my side to do everything to satisfy my customer.

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 7, 2022/07/19) */ Contact Name and Title: Joe B*****, COO Contact Phone: ********** Contact Email: ************** RAM Windows is both a manufacturer and distributor of windows. The *****'s were shopping for windows and were presented quotations for multiple different products, including both *** *** manufactured products, which we distribute, and RAM manufactured products. Either of these options are sufficient for the purpose of their project but come at different levels of quality and therefore price. The *****'s elected to go with *** *** manufactured products based on the lower price point. The products arrived from the manufacturer with several repairable and/or warrantable issues. These issues are cosmetic and do not impact the performance or operation of the products. RAM was informed of these issues by the *****'s and immediately contacted the manufacturer (*** ***) to remedy any identified issues. *** ***'s representatives advised of extended lead times in providing warranty services. The *****'s were unwilling to wait on these lead times and demanded a full refund for their product. As these products are custom to the project and cannot be returned to stock, no refunds are available - as clearly outlined in RAM's standard terms and conditions, as well as in *** ***'s standard terms and conditions. These standard terms were highlighted to the *****'s in the documents attached to this reply, including the "cover sheet" PDF. However, as a customer concession and outside standard practice, *** *** and RAM offered the *****'s 50% of their money back and to keep the windows. This offer was not acceptable to the *****'s. We again noted that the issues were repairable and covered under warranty, but the *****'s refused to accept further service and/or repair on the product and again demanded full refund. The company has offered two options for remedy, one of which is above and beyond the standard terms and conditions as a customer concession. These have been outright rejected on numerous occasions. We do apologize for their experience and have tried to provide alternatives within standard practices as well as those above and beyond that standard. RAM Windows has assisted the *****'s in filing warranty claims on their behalf. As separately informed, the *****'s can find *** ***'s warranty terms and forms on their website at *****************************************************.