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:12/09/2024

  Type:Service or Repair 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.

  windows installed 6/2022. significant air leakage in 1 master bdrm window, dining rm, 2nd bdrm window, 1 side of living room window. Cold air can be felt blowing where sash meets frame. ***orted to dealer in Dec.2/9/23, NT *** added weather stripping to windows Issues persist after adding weatherstripping, esp. the master bdrm & the front bdrm windows. Gap in window sash visible 4/6/23 contacted dealer to alert issue still there. & the 2 front bdrm window screens are bowed in the middle causing gap.9/18/23, automated email from NT Windows regarding the 2 screens in the front bedroom Warranty Form Submission Confirmed. On 10/22/23, I email Service manager **** ****** & the ********** email *********************************** *********************************** that it has been over a month since I submitted this & have not heard back.12/15/23 NT *** came to look at my front bedroom window screens. *** thinks the screens are fine HOWEVER, when I took the screens out & placed them on a totally flat surface, my granite kitchen counter, you can see the same bowing in the middle of both screens! I submitted these pictures but still have not had the screens ***laced. Emailed dealer on 1/24/24, regarding both issues; the air ******************** bedroom screens 1/26/24, dealer ***lied that he talked to the actual installer. He said installer would come out & have a look. It took until May 17, 2024 for installer to come out. He confirmed both window screens were bowed in the middle. NOT an install issue, He checked install of master bedroom windows & confirmed the air infiltration issue is NOT with the install. Video of his findings: ******************************************* On 5/18/24, I emailed the Owner of NT windows, **** ***, the *** ****** *******, svc mgr **** ***************** email 2 front windows screens bowed (case 4693), & ONGOING air leakage issue. As of 12/7/24...NEVER HEARD BACK FROM ANYONE!resolution: air infiltration issues FIXED & 2 front screens ***laced.

  

  Business Response

  Date: 12/12/2024

  We originally received a warranty claim from Mr. ****** stating that he was experiencing bug infiltration around the window screens from what he indicated was a lack of proper shimming which caused the sill of the window to "bow" at the center resulting in a gap between the screen frame and the sill that bugs could get through (please see text of original claim submission message from Mr. ****** below for reference). Our technician observed the condition described by Mr. ****** and recommended that he contact the dealer from whom he purchased the windows as there was nothing we could do from a product warranty standpoint to remedy the bug infiltration as it was caused by the aforementioned installation deficiencies. The complaint also indicates that there was a concern over air infiltration and that our technician changed out some weatherstripping at those units. We have no record of that in the written report and, unfortunately, given that the service call was over a year ago, our technician cannot recall the specific service call.
  
  Unfortunately, we were not present when the installer made his inspection so we're unable to comment on his findings. However, we will gladly contact Mr. ****** and set up an appointment to revisit the house and will address any and all product related issues we can find relative to both screens and air infiltration. I will direct our Quality Manager to accompany our technician to ensure that we do everything we can to remedy any product related issues about which Mr. ****** may still be concerned.
  
  Original Message Submitted to NT Window:
  ****** ******
  Homeowner
  (214) XXX-XXXX
  Email Address is Here
  
  Reason for Contact
  front bedroom windows,both windows: there is a gap between the bottom screen and the bottom of the window frame, big enough for all kinds of bugs to crawl in. On either side of the gap (to the left and right) the screen is in contact with the bottom of the window frame. However it appears the bottom of the window frame is bowed down causing this gap, and the screens do not appear to be bent. It looks like the bottom of the window was screwed down which bowed the bottom of the window frame towards the center, and that leads me to believe there should have been something underneath the bottom window frame to support it so when it was screwed in, it would be flat; not bowed. See link for pictures and videos: **************************************************
  

• Initial Complaint

  Date:11/04/2024

  Type:Service or Repair 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.

  Purchased Windows in May 2023 and they come with a 1-year labor warranty. Windows were installed in October 2023 and discovered leaking in September 2024 (11 months installed). Called NT Window and they sent out a service tech who was not able to repair the leak, ended up breaking the glass, and blamed the leak on installation even though the water water leaking through the window frame to the window seal. Furthermore, the inside surface of the nailing fin was found to be visibily dry when spraying the water on the outside of the window further providing proof the leak was not due to faulty installation of the window. Now I have a broken and leaking window and NT Window refuses to repair the broken glass until I pay them a $150 service charge. I am not afraid that If I end up paying the service charge they will replace the glass and I will still have a leaking window they will simply blame on installation. I am requesting a new replacement window and the supplier to waive the $150 service charge.

  

  Business Response

  Date: 11/26/2024

  Please attached document for response. 

  Customer Answer

  Date: 11/26/2024

  Complaint: 22501640
  
  I am rejecting this response because: There was no document attached as indicated by the NT Windows representative.
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:08/22/2022

  Type:Service or Repair 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.

  I purchased windows from NT Windows last year (through Lion Windows, a reseller). The windows were installed in December last year, and four of the 13 windows I purchased came damaged. The top window does not stay in place when the lower window is opened. This is a safety issue - that top window is heavy, and if anyone accidentally opens these windows, they can easily break into someone's face. There have been several attempts from my reseller and myself to get a technician out here to look and replace the balance system of these. Back in July, I contacted the business, and I spoke with *********************, who said would share this information with the service department - to date, I have to hear from them. This company has been a very difficult business to talk to - they delayed my windows by 12 weeks without any notification, they incorrectly built one of the windows, and I had to wait six months for them to remake it, and on top of all that, I had been behind them for eight months to come and repair windows that should have NEVER left their warehouse - I can't imagine how this passed inspection.

  

  Business Response

  Date: 08/26/2022

  In receipt of the complaint above we want to first apologize for the frustration created by your experience and want to assure you that we will work together to resolve all concerns. As is required with a BBB complaint, the following formal response is being provided:

  Your complaint was formally received on 8/22 and through the information you provided we were able to contact both the original reseller (dealer) and yourself on 8/23 verbally to collect the needed information in order to properly process the warranty service claim. We do acknowledge that you contacted us directly on 7/13 in an attempt to address your concerns. Unfortunately, this communication stopped when the reseller did not respond to our internal efforts to collect the required information to properly process your warranty service claim within our system and therefore we failed to properly respond. Thanks to your communication effort, we are now scheduled to provide service to your property on 9/13 and hope to resolve all product related concerns at that time.

  Regarding the order delays mentioned it must be clarified that our normal published product lead times during this period was estimated at ***** weeks and this should have been clearly communicated to you by your reseller at the point of purchase which it was not. We can also confirm that the window unit that was incorrectly built as mentioned above was not done so by NT Window but rather was ordered wrong by the reseller and had to be reordered and was made chargeable to the reseller at that time.  

  We sincerely appreciate the fact that you chose NT Window to be part of your home and do apologize for the inconveniences created by both us and your reseller. 

  Customer Answer

  Date: 09/04/2022

  Complaint: 17751430
  
  I am rejecting this response as it contains no resolution to my problem.  I spoke with ***** from NT window and he assured me that a technician will come on the week of Sept 12th to fix my windows.  Till all the windows are fixed this case should remain open.  
  
  Regards,
  
  *****************************