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:08/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have lifetime warranty and failed due to poor workmanship. Will not return calls and lie about replacing the window. I have been trying to get them to replace the windows now for 6 months. Horrible customer service. They told me the window was in for replacement in the warehouse and they were sending a technician after 5 months. Technician called the day of repair and said he had broken the window and reordered a new one. I called showcase customer service as warranty department gives me the run around and the rep this was not the case, now they refuse to answer my calls or call me back.

• Initial Complaint

  Date:08/15/2024

  Type:Customer Service 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 originally purchased windows for a custom Built home in April 2020 through Blackland Glass but they were from Showcase Windows and Door. They came with a lifetime warranty. Fast forward to 2023 and I noticed that one of the windows was foggy but it resolved so I didnt do anything about it. In ************************************** ***** I reached out to Blackland glass and they told me to contact the manufacturer.again because the window panes were foggy (the internal gas had leaked out) I called Showcase windows. On 4/27/2024 I called them and they walked me through the process to start a warranty claim. I completed the form online, did not hear back for 3-4 weeks when I was told it would take 3-4 weeks total to complete the claim. I called back end of May and they could not find it. So I forwarded the email to them and they assigned me my warranty claim 1441. Again was told 3-4 weeks start to finish I would have a new sash installed. In June they need some photos so they were sent via email. Then I didnt hear from them again until week after July 4 because I emailed and called left numerous VM stating I would file a complain with BBB because it has been months with silence and our window not being repaired and numerous email exchanges. I got an email with a schedule for window replacement for 8/21/2024 at 10 AM. Then this past Saturday 8/10/2024 it was cancelled, with the guys phone number. I called him Monday and he said his grandmother died and he will have her funeral. Then would call me back to reschedule. When he called me back said he would be in ******** the day before and could still see me 8/21 and didnt know why it was cancelled and would have ***** *******, manager call me. I have left voicemails for him the last 3 day and he will not return my calls. I have emailed back and forth with them on the following dates 4/25, 4/27, 5/8, 5/13, 5/13, 5/22, 6/3, 6/19, 7/9, 7/12, 8/15

  Business Response

  Date: 09/03/2024

  Attached is the Case cover sheet (summary), and the Technicians Report completed after the appointment to the home.

  We are ordering the materials to complete the repairs, and will make an appointment soon.

  Customer Answer

  Date: 09/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
    I do not want this closed until my iwindow has been replaced. They came out on 8/21 and looked at the window knowing full well they were supposed to bring a sash with them and they did not. Now I cannot get a response when they will return to fix the window. They say they will call back by EOD and do not call back. 
  
  Regards,
  
  ******** Williams 
   
  

• Initial Complaint

  Date:07/24/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 bought Showcase windows for my new house from a local window dealer and the original purchase was in 2022. The windows were delivered to the dealer and when they arrived multiple windows were broken either glass, frames or both. So of my 34 windows over half of them had to be remade, which took another 2-3 months. 2023 had warranty calls to Showcase for windows that would not operate, and some sliding doors that had to be adjusted. The warranty company they contracted with was great and fixed everything they could. There were 4 apron windows that have to be replaced due them being made incorrectly. That would have been around Dec 2023 - Jan 2024. After repeated calls to Showcase and the warranty repair company i still don't have the windows replaced. The warranty company is the only one that i can get info from and they are waiting on the material from showcase (they showed me their materials invoice to them). Since all of that I have 2 windows that just cracked on the inside starting in the corner of window, and now the black vinyl is peeling off the exterior of the windows. I have called repeatedly and either get vmail and never a call back, i have talked with a lady named Rachel but she never called me back with info, and have 3 outstanding warranty claims. Case #1421 May 3, 2024, don't have case info. from the other because it was so old and still not done. But wait don't have the Case # to the new one i just did because someone emailed me immediately and said they don't cover any cracking of windows. Man never hear about fixing the problems but they were Johnny on the spot about what they wont fix!!! Disaster of an experience

• Initial Complaint

  Date:06/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 am attempting to get warranty service for windows from Showcase Window and Door. The windows have a lifetime warranty. I was assigned a case number (#1353) on April 23, 2024. I have called repeatedly to get the status of the claim. If I leave a voice mail, it is not returned. If the call is answered, I'm always told someone will call back. They never do.

• Initial Complaint

  Date:08/22/2022

  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.

  My wife and I moved into a home in November 2021 with new Showcase Windows installed. Over the course of several months, multiple leaks appeared on our master ceiling that we were eventually able to trace to the upstairs windows--horizontal Showcase windows. We contacted a local window company in Dallas to fix the issue. That company was able to implement a temporary solution, but noted that the metal sash/divider in the middle of the window was not sealing appropriately and that the window was likely defective. As such, I reached out to Showcase to claim a warranty services, something they do within the first year of new windows. Their first available was one-month out (June 2022), but I accepted. When the Showcase's window technician arrived he confirmed the windows were defective. "I have not seen a gap that big before. Let me talk with my manager real quick and see what we can do." After about 30-minutes, management agreed to replace the window part, so the technician took a multitude of measurements and left. He noted that it may be 12-weeks before the pars are available. After approximately 4-6 weeks, I called as to the status of my repair. The employee, Crystal, stated that the tech has been out sick and that should would follow up next week. After approximately two weeks, I reach back out to Crystal. She states that in the tech's report, he believed these were not installation issues and that no parts were being ordered, contrary to what he told me. After several weeks of back and forth and promises to follow-up, ultimately, Crystal states a higher ranking manager for the tech disagreed with his results and declined the repair work. At no point did Showcase make any attempt to communicate this to me. It is now almost September, my windows are still leaking because of a defective window and showcase is unwilling to consider any resolution.

  Business Response

  Date: 12/15/2022

  DR Team good afternoon, 
  
  Case # ******** has been closed as of 10/14. The issue was caused by faulty installation by others. 
  
  My service tech did perform a service on the unit, he modified the unit to help with the overwhelming water the unit was taking on. 
  
  Please let me know if any additional information is needed. 
  
  Kind Regards,
  
  Gabriel ****** ********
  Customer Service & Support Manager
  12613 Citypark Drive, Suite 100 
  Missouri City, Texas 77489
  Office: 713-926-8500
  E-mail: *****************************
  

  
  

  Customer Answer

  Date: 12/16/2022

  [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 would be satisfactory to me.  They sent a tech out and repaired the window. Appreciate their CS and commitment to their products.

  Frank