ComplaintsforBest Buy Windows & Siding

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered window replacement in 2021.The windows were installed on 12/08/2021, except for two.They told me that the two sidelight windows had to be ordered separately.In 2022, they came out to install the two windows three separate times, all three with the glass no fitting. I keep being told that the glass is on order but keep getting the run around.During the install on 12/08/2021, one of the installers dropped the window and damaged the bathtub. One of the co rep came out next day to inspect the damages, but nothing has been done. I have called many times with no results of getting the tub fixed / repaired, or my two windows installed. I have paid them all but $100.00 for the job.

  Business response

  01/29/2024

  I have spoken to *********** and am meeting with him tomorrow Tuesday, 1/30/24 to go over everything and come up with a plan of action.

• Initial Complaint

  12/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have paid ***** to this business for new black windows. ***** of that includes payment for a sliding glass door. November 2022 - this business installed windows on my home in *****. The paint on the windows was already chipped. The sliding glass door was in the worst shape. I contacted the business in December 2022 and told them to fix it. They then sent out someone in May 2023 to retouch up the cracks with paint. The paint literally looks like expired gooey nail polish and is even worse than the original cracks.Then, in August 2023 they had another sliding door sent to my home. This was cracked as well. I took pictures of everything and notified the business once again. They are refusing to fix this issue that cost me $*****. I have been requesting a refund for just the door (4k) since September. They want to continue to send out new doors. Each one sent has been cracked, this is not fixing the issue. I just want a refund for this door.They do not follow up. Everytime you call the office they put you off and say someone will call you back. I have been dealing with this for over a year now as it is december 2023 and the windows were installed November 2022.

  Business response

  01/02/2024

  I spoke with **** this morning and have agreed to meet with her along with the factory representative to look at her door and come up with a resolution. We are meeting at 11:00am on Wednesday 1/3/2024.

  Customer response

  01/08/2024

  I have reviewed the business response and accept this resolution. We have come to a mutual agreement and once the new GM **** stepped in to help, this was solved within days time. We are thankful for his care and willingness to help in this situation. Thank you!

• Initial Complaint

  10/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Could not have been worse to deal with. Started with their sales rep. ** needed windows before the summer so we contacted them in November. Rep came out, we were prepared to move ahead but then he ghosted us for 3 weeks despite multiple contact attempts by us. Finally got ahold of somebody else at the company who contacted the rep for us. Ordered our windows. They came in on time but they put a non functioning one in the master, so they had to reorder it. They also did a horrible job with the caulking and we had to call them out to correct. Replacement window came in several weeks later but the lines did not match so they had to reorder it again. By now we were in the heat of the summer already (despite starting the process in Nov). ** waited and waited several weeks with no update so I finally called them. Turns out they were hagling with the manufacturer over whose fault it was and who was going to pay for it instead of correcting the issue. They hadn't even ordered the replacement windows yet. After several more weeks the windows came in but the installing broke it when he put in. So we had to get a replacement yet again. Again, after several weeks no word so I called again. Miraculously they told me the windows had arrived 3 days earlier (without them calling me) and they set up a time to come out. At the end of the day it was August before we had all 5 windows we ordered installed correctly - again after starting the process in Nov so we would have them before the summer. Through the process I asked multiple times to speak with an owner or manager and was told the message would be passed along - but I never once received a call or apology. This company must be avoided at all costs.

  Customer response

  10/20/2023

  Filing a 2nd complaint since I received no response from the company and do not see my complaint yet listed on BBB: Could not have been worse to deal with. Started with their sales rep. ** needed windows before the summer so we contacted them in November. Rep came out, we were prepared to move ahead but then he ghosted us for 3 weeks despite multiple contact attempts by us. Finally got ahold of somebody else at the company who contacted the rep for us. Ordered our windows. They came in on time but they put a non functioning one in the master, so they had to reorder it. They also did a horrible job with the caulking and we had to call them out to correct. Replacement window came in several weeks later but the lines did not match so they had to reorder it again. By now we were in the heat of the summer already (despite starting the process in Nov). ** waited and waited several weeks with no update so I finally called them. Turns out they were hagling with the manufacturer over whose fault it was and who was going to pay for it instead of correcting the issue. They hadn't even ordered the replacement windows yet. After several more weeks the windows came in but the installer broke it when he put in. So we had to get a replacement yet again. Again, after several weeks no word so I called again. Miraculously they told me the windows had arrived 3 days earlier (without them calling me) and they set up a time to come out. At the end of the day it was August before we had all 5 windows we ordered installed correctly - again after starting the process in Nov so we would have them before the summer. Through the process I asked multiple times to speak with an owner or manager and was told the message would be passed along - but I never once received a call or apology. This company must be avoided at all costs.

  Business response

  10/24/2023

  We spoke to *******************. We apologized for the way his project was handled and offered a $500 accommodation. ******************* accepted and was happy with the resolution

  Customer response

  10/24/2023

  I have reviewed the business response and accept this resolution provided the refund is received. The new *********** has been communicative and understanding in our conversations and I appreciate his attempts to professionally resolve the matter. 

• Initial Complaint

  07/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Based on the recommendations of many friends, we contacted Best Buy for **********************. Signed contract with ****** on 8-30-22 for 10 ********************** and paid deposit of $1840 with $5520 due upon completion. Given an estimated ***** week ETA. No mention of our arched ********************** being too narrow. No mention of any issues when the measurements were taken either. Best Buy made no contact with us until I emailed 1-9-23 to say there had been no communication. 1-9-23 ******* explained that 7 of our 10 ********************** would arrive in a few more weeks, but there would be a delay for the other 3. Went back and forth with limited contact from 1-24-23 to 2-16-23 when we were told 7 had arrived and the other 3 would arrive on 2-20-23. Scheduled install for 2-28-23. They arrived at our home and only then told us they wouldn't be able to make the 3 because they were too narrow. We refused delivery and asked for a refund. Went back and forth by email. Was told we would have to pay for the 7 ********************** even though they might not match ********************** we could get from another company for the other three. 3-6-23 **** called and apologized, listened to my concerns and said that he had found a company that could make our 3 narrow arched ********************** and agreed to absorb the price difference. He acknowledged issues with the company's customer service and communication. We were happy with response. He ordered 3 ********************** with a new ETA of 12 weeks. 3-21-23 they came to install 6 of our **********************, but they were white instead of ***** Reordered **** with 4-7-23 delivery date. 4-11-23 6 **** ********************** were installed. 5-8-23 I started asking about the other 3 again. **** said he would reach out to the manufacturer. Contacted **** repeatedly via email and left a voice message. Last contact from **** was 5-31-23 email saying he was waiting to hear back from the manufacturer. Aside from the excessive delays, mistakes, and excuses, my biggest frustration has been not being able to reach anyone or get a response. Unacceptable service.

  Business response

  07/31/2023

  We have spoken to Mr and *************** this morning 7/31/23 @ 9:31am 

  In doing so we sent our email correspondence to both showing the dates that email correspondence was sent from our office with information pertaining to the windows  that are in question.

  Mrs. Stated that for some reason she did not receive the emails. Neither Best Buy Windows nor *************** was aware of the issues of the emails not getting through.

  The Cleggs were informed of the delays with the manufacture and they understand the issues.

  
  
  Thank you 
  
  
  

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 26th 2022 following months of delays Best Buy Windows installed our windows. The total invoice value of the windows installed was $17,615. We were notified during installation that one of the screens had been damaged and they would immediate replace said screen in 2 weeks. Also during the install we were informed to not open any of the windows for several days. (not allowing for complete inspection to be done). Upon inspection we found most Windows had quality and major workmanship issues ranging from missed components, damaged and cracked framework from being cut with some type of saw during installation. They left exposed metals, sharp edges and exposed screws from creating their own cuts, drilling their own holes rather than using predrilled holes from the factory. some of this was noticed following being cut during window cleaning. We have made several calls to Project Manager, Operations and even the owners dating back to October of last year and continue to receive promised without action. June 7th 2023, screen was just replaced, company rep reviewed the damaged and stated the damages were unacceptable and the installation was poorly done. He took several photo's, called the office and stated I should expect a phone call from the operations individual as he wanted to come inspect. After several days I reached back out and asked to speak with the owner to which as of June 12th 2023 I have yet to receive a returned call or heard from the Operations person.

  Business response

  06/13/2023

  Hello 

  This contract is under another persons name ***********************

  This contract was signed on 1/22/22

  Material was ordered 1/28/22

  Unfortunately material for this given window series was taking 24 + weeks to get in 

  Material arrived 8/17/22 and installed 8/25/22

  Payment was collected on 8/26/22 - Along with a signed completion certificate of all worked performed. Nothing was noted by either the homeowner ***** of the installer who was out do the installation.

   

  When it comes to the pre drilled holes all the excursions from the manufacture come predrilled as they used these windows though out the us as well as costal lying areas which must utilize every whole that is in the frame. the majority of these homes are not brick like they are here in the **************. In a Brick application the window must align with the brick so that the brick can sill up to the window when the caulk is added. By insuring this the s**** wholes that are predrilled do not align with the studs for securement which is why the screws are not in the predrilled holes. The manufacture understands this issue and accepts this as an installation method for there product.

   

  ****************** called in 3/27/23 to inquire about a missing screen and s**** hole covers that had not been previously addressed at the time of install or anytime prior to the 3/27/23 date 

  The photo that has been provided by ****************** show to have a window that was cut which will require someone from our office to view as the previous inspection yielded that it appeared to have been cut and that the cut flows in to the caulk line rather than the caulk going over the cut..

   

  We will be reaching out to ***************** to discuss the inspection with in 48 hrs. of todays date 6/13/23

   

  Thank you 

  Customer response

  06/22/2023

  **** with Best Buy reached out, came by for an inspection on June 14th, Best Buy Windows agreed they will replace all damaged windows including the improperly cut and damaged window, improperly installed broken window, windows to which the screws chipped the framework as well as redo/rework poorly installed caulking inside and out.  **** Stated I will hear back Friday June 23rd  on the new window order and expected delivery / install dates. 

   

  Customer response

  06/22/2023

  I have reviewed the business response however it is missing a few details from the many calls regarding the additional damages shared noted.

  **** from Best Buy came to our Home on June 14th, reviewed the damages and agreed the job was poorly performed resulting in several windows being damaged from improper / poor installation. They have agreed to replace several windows that were broken, damaged as well as rework and all poorly caulked windows inside and out.  

  Thank you

  -Don

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called for window replacement and full siding replacement in November 2022. Told the sales **** *** that the insurance did not pay and I needed this done by May 15th 2023 so I could find another insurance company. *** ASSURED me that's 6 months away, of course it'll be done by then. I signed a contract for 5 windows and full siding. I asked if I should put time is of the essence needs to be complete 5-15-23. No.. it takes 90 days for the windows then 2-3 weeks after THE SIDING WILL BE DONE. He assured me that this would be done mid March. So the windows were installed in early March. No siding. I ordered a new window for my kitchen. No siding. *** promised in April, I think the 27th he'd call me with an answer in 24 hrs. I PROMISE. You'll hear from me in *********************** late may the house will be UNINSURABLE if the repairs aren't done. UNINSURABLE. In tornado alley in a mobile home. I called the office and **** spoke with me at length song and dance that some aluminum pieces for the windows wasn't available, and he couldn't guarantee that it would be in anytime soon. I STRESSED to him about the insurance and if the house gets damaged ALLSTATE WILL NOT PAY ANYMORE CLAIMS UNTIL THE HOUSE IS REPAIRED. **********'M UNINSURABLE IN A MOBILE HOME ON THE ***** PRAIRIE IN MAY. I'll see what I can find out AND I'LL CALL YOU BACK, he said. Eh, it's been days.. no call. I'll bet you can find this aluminum stuff at Lowes or *********** I'm at my **** end here.. I need help, BBB. How can this company have an A + rating with you when there's all these unresolved complaints? All they do is put you off, make excuses.. I've read the complaints, I've read the reviews... how is this company A+ rated?

  Business response

  05/03/2023

  *************** Called in on 5/1/23 stating that she was promised that this would be installed on her home prior to May 2023

  Material that was requested is Colonial yellow. Per Dealer/ Manufacture of material this is a special order color. Special order colors are ordered on monthly basis as they must meet a minimum to order to have shipped in. Coil stock is made out of aluminum. This is not something that can be purchased at ********** Or Lowes as they do not sell Vinyl material for siding. This information was conveyed to the customer on Monday when she called in.  All Aluminum material is brought in from over seas and is made as fast as they can get it in, However there is a back order in material and that is all that we are waiting for on coming in to complete her order. 

  Attached is the contract and the scope of work which does not indicate insurance implications that the customer is dealing with. Although we understand the level of concern that the customer has we have no control over material availability, We can only move as fast as we get the material in, Nor do we have the ability to control her home being insured or not. However she will be treated with urgency to insure that she is handled as the material is available  

  I advised the customer that we would reach out and get an eta on material. Siding material is ready however the trim coil / aluminum that is not only used around the windows but it uses around the doors and underpinning when it comes to the mobile homes as well as any specialty made items to fit other applications. Material is expected with in 2 weeks according to the manufacture of the material.

  An offer was made to change the color if this was not going to be available, homeowner declined and wants to keep the specialty color that was originally requested.

  
  Thank you 
  
  
  

   

• Initial Complaint

  03/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  It is a shame when you trust a company to do what they commit to do. Best Buy Windows and Siding took my down payment and indicated installation would be in about a month. Repeated calls went unanswered and 8 months later they called to install. There was an error on their part for a window that was ordered incorrectly. Mistakes happen but the integrity of a company is revealed when you see how they correct a mistake. Repeated calls over a year were unanswered for a replacement. Eventually the replacement window was installed and all I asked for was the discount applied to the original order. They believe full retail on their mistake is what is fair, I believe the replacement window should have the discount applied to the initial order. The adjustment would be about a hundred dollars on an entire home replacement but I am being threatened now with a lien on my home. Buyer beware, reading other reviews indicates this company has very little customer concern... I wish I had read reviews first.

  Business response

  03/21/2023

  Hello
  
  ******************** signed a contract on 2-4-2021
  for 16 replacement windows for a total of $8701.00
  Windows were ordered 2/15/2021 material arrived for installation on 6/29/2021 and installation started 7/27/2021 at that time an error was reviled as the home owner had a garden window that at the time the contract was signed was not seen by the homeowner nor the rep. **** contract was discounted $350.00 changing his contracted amount from $8701.00 to $8351.00
  The customer paid his contracted amount on 7/27/2021
  
  ******************** also signed a new contract 10/10/2022 with the same sales rep for a new window in the amount of $705.00 a deposit of $108 was given on 10/21/2021 and ordered that same day
  Material arrived on 12/9/2022 and installed 1/5/2023. Balance that was due $525.00
  
  Subsequently we have been trying to collect payment from Homeowner since. We advised that there seems to be confusion with the discount that was given to the customer on his initial job and that it does not carry over to the second order. Attached is the email correspondence to the customer a long with the contract that states the amount that was agreed apun by the customer.
  
  Since then this has moved to our collections department due to the customers refusal to pay.
  
  The Sales rep has also visited the homeowner and discussed this that the discount was on the original job and not this one. The two were supposed to meet to collect payment and has not happened thus far
  
  I have also reviewed the customers complaint about his time line at the time these were ordered they were on a 12 week lead time and no manufacture was under that amount of time. At the time the second job was ordered it was the same lead time and we actual received material in much sooner.
  
  The First contract was installed and finalized with in 5 months of order
  
  Second contract was installed with in 3 months of signing contract
  
  There were no issues with the initial or second install and all were competed on the dates given. there has been no communication from the customer that lasted beyond that of 5 months prior to the collections of the second contracted amount that is now going on 6 months.
  
  Customer has been asked for payment to complete the contracted amount.
  The amount that is Due $525.00 and is currently in collections.
  See Attachment/File: CamScanner 03-07-2023 *****

  Customer response

  03/22/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The initial contract included a discount on the entire order, including the e window that was mis-ordered, the replacement window should have been discounted with the original amount. Bait and switch, a simple window for over $700 when a complicated garden window was only $350.
  
  Best Buy was aware the patio window was on the original order, they asked about access to the back yard. The Garden window is accessible on the west side of the house.
  
  The order for the replacement window had a verbal agreement that the original discount would be compared and applied. A lie.
  
  Best Buy's salesman *** only came here one time to deal with the replacement and admitted it was their mistake. Another lie *********
  
  All of the delays in payment are due to lack of communication with Best Buy, a search of online reviews shows many complaints about their lack of response.
  
  I have never refused to pay, I just ask to be treated fair. I have emails showing it is NOT in collections, another lie.
  
  I was never on a 12 week lead time, I was promised 4-6 weeks. Another **************
  
  The check is in the mail. This experience has cost Best Buy the opportunity to replace many of my neighbor's windows... over $100,000 in business... a phone call and apology could have retained a customer.
  
  I stand by my initial concern. Best Buy is not a company with business ethics I would do work with if I knew then what I know.
  
  
  

  Business response

  04/03/2023

  At the time of the order was signed for material lead times were not a month. No Supplier could provide the material that was needed in that time frame. The sales rep stated that he told not only the customer but other customers as well that material would be expected in ***** weeks 
  Contract was signed on 10/10/22
  Material was measured and ordered on 10/20/22
  Material was delivered 12/9/22
  Which meet a 7 week turn around much sooner that predicted by the manufacture 
  Customer was asked for an installation date and that date was set for 1/5/23
  Customer did  not pay his balance at that time for the installation of this window ( $525.00) on 1/30/23 our initial contact with the homeowner on payment had began. Customer indicated he would find his paperwork and get back with us to get payment. On 3/9/23 another email was sent to the customer about the payment he stated that our numbers were off and that we needed to get it corrected and he would pay. A copy of his contract was sent to him to show the customer that the contract that he signed was for $705.00
  He had a deposit in the amount of $180.00 -- At the time of install the balance due was $525.00, at this time the balance remains the same 
  On 3/14/22 the customer and the Salesmen had a conversation about the discount and both were in agreement that no such discount was discussed and that the customer would reach out in the coming days they would meet up and the Salesman would collect the payment.This did not happen.
  When customer stated he was supposed to have a discount. I walked him through his fist order that he had placed with us on 2/4/21 that due to the rep ***** on this job we had given him a $350.00 discount on that job to which he paid his balance on 7/27/21 at the time of completion. If Best Buy or one of its representatives would have owed the customer a window that was not previously sold / missed by a representative we would have taken ownership of this issue and advised the customer that he owes nothing until the job is complete. However this was no the case 1 year and 3 months later the customer wanted to add this window and signed a new contract in the amount  of $705 for a sliding window
  
  On 3/24/23 Another conversation was had with the salesman who stated that he had spoken with the customer again and informed him that he is not authorized to give a discount and that there are only 3 people with in the company that can which is my self ( **** ) and the owners. But that seeing as he had taken a large discount due to the Reps ***** on the first job and there was nothing wrong with this window or the install a discount would not be warranted nor needed. Also on the same day the customer informed that he was part of his HOA board and that due to him not receiving a discount he would be informing his community of this dealings.We at Best Buy take things very seriously, Given that the customer has expressed that he would inform the community not to use us when we have made everything right with this customer and fulfilled our contracted agreements and amended his previous contract to a discounted price that by giving inaccurate accounts is considered to be Business Slander and we will act accordingly.
  
  At this time the account Balance is $525.00 for the window that was installed on 1/5/23. If payment is not received by 4/10/2023 this will enter in to the final phase of collections and a lien will be placed on the property.
  
  Thank you 

  Customer response

  04/12/2023

  I am rejecting this response because:

  **** has lied. Again. I was told this last window, a mistake in the original order, would be 4-6 weeks. I ordered the window and paid the deposit on the assurance by the sales rep would do what he could do to apply a discount comparable to order for the rest of the house.

  The original discount was applied to the entire order, the $350 **** references is for a window that was ordered incorrectly, not a discount but an adjustment for a window that was improper in the windows delivered. They measured a kitchen window and not the patio window. It is worth mentioning the incorrect window had a similar retail price, the $350 probably includes the initial discount.

  Our HOA watches out for the neighborhood. Of course we talk.

  The balance was paid over two weeks ago, their accounting department acknowledged receipt of my check. Why they have not cashed is is a puzzle, but another lie by *********

  I was a happy customer, **** is the worst at customer service contact that I have dealt with in years.

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We ordered windows from this company in December of 2021. They were installed on June 1, 2022 but a window was broken on the truck, there was an error with another window and they were missing 1. I have called 12 documented times since then (more that were undocumented in the beginning) and they either dont answer, say they will have to get my file and call me back (then dont), or the person that has my file is not available. They were supposed to install the rest of the windows today, but when the crew showed up, they did not have the correct ones and were still missing 1 window. At this point, I know it will take months to get the corrected windows. I would like to cancel the order or be assured they are working on getting the new ones and they will be on priority.

  Business response

  03/22/2023

  Hello I have pulled the file from the project manager and reviewed the file.
  
  I have attempted to make contact with the homeowner in regards to this issue via phone and email. I am awaiting the call or email back from customer.
  
  What I see in the file is as follows
  
  Contract Signed 12/1/21
  Material ordered 1/13/22 -- Due to Holidays
  Material received 5/15/22
  Installation date 6/1/22
  
  At that time there was a window that was needed to have a template made due to the size and the radius the manufacture could not make it at that bend, Changing out the glass with the same glass that is in the replacement windows is the only option. That template was taken
  
  Also at the time the windows at location ************** were built to match the existing windows that were currently in the home. #9 did have a cracked top IG which was ordered at the time the delivery of the windows was taken.
  
  6/2/22 our crew called in stating the customer did not want the ********************** as they are made and should be Twin windows rather than the Triple
  
  6/13/22 Homeowner called and spoke with ****** the project manager for this account. Stated " Rep ********* is a sloppy mess" and that he was texting her drawings that she never saw but that "He knew these needed to be twins" After the conversation there was an aggrievance that they would be twins and that the twin on the second floor would have a half round above it.
  
  6/30/22 The replacement order was placed due to manufacture lead time product arrival was 2/24/23
  
  3/15/23 installation date for the twins and half round was set.
  Homeowner refused the windows as they look different and is not what she wants.
  This is what I have called the customer on as we originally went out with the same current look that was on the home and now we have gone out with the twin option that was agreed upon and they have both been rejected by the customer.
  
  I am currently awaiting the customers response.
  
  Attached is a photo of the house as it currently sits and how the original order was placed. Making them a twin would put 2 windows in each location with a half round above the second floor set
  See Attachment/File: **** photos.jpg

  Customer response

  03/23/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I did receive a call and email from **** yesterday. I returned his call but he was not in the office and also responded to the email that we can set up a time to speak, but am waiting on response.
  
  The bulk of our windows were installed on June 1, 2022. When the crew arrived they explained one of the sets of windows had a crack which may have happened in transport and in speaking with them, discovered they were not what had been described in our sale from *****************************. We currently have triple windows and ***** discussed a double window to have a cleaner look which we preferred.
  
  I spoke to someone from Best Buy the following day and they said they would look into the issue and get back to me. From there, I started documenting all of my attempts to reach them because I could never get information.
  8/18 called and spoke to ******
  9/15 called and spoke to ****
  9/23 called and spoke to ****. He statedsomeone would be out on 9/28 to remeasure our kitchen window for a half round that was missing. He also sent me the attached photo of what we would need to do as he stated a double window would not for the size we needed. We agreed this would be a good compromise and the window on the first floor below would match.
  11/28 called and spoke to ******
  11/29 called and spoke to ******
  12/29 called and left message
  1/26 called and spoke to ******. She was supposed to call back with info within 24 hours but never did.
  2/13 called and spoke to ******. I text her a photo of what **** had sent me for the window and she said she would get to the bottom of this.
  2/20 called and left message
  2/21 called and spoke with ****. He said he would research what was going on and call me back. He called back that afternoon and said my windows should arrive by 3/10 and they would call me to schedule. (never called)
  3/13 I called **** and asked when they would be installed. He said 3/15. I also asked about the crew being able to replace our 2 current windowsills for these windows because they are ruined from water. He assured me all crews are capable of doing this and would have the materials needed to do so.
  
  So we get to 3/15 and the windows arrive. The crew arrived and first of all, had not been told they would need to replace windowsills and didnt have the materials to do it. They also told me the windows they had would not work with our top window because they had the double pane windows which I was told would not work with my house so am confused at this point. There is a half round window at the top of our 2nd level and the install guy told me what he had would not work for our house. I told him dont install the 1st floor windows because they wont match the 2nd floor when they finally get the corrected pieces that would work.
  
  In each of my calls to ******, she would explain that she did not have my file and would need to look up information and get back to me. I was never given information about when the windows would be completed or installed and would never receive a call back, thus my constant following up with them.
  
  See Attachment/File: best buy 1.jpeg

  Customer response

  05/10/2023

  No, we have not had this resolved by ******************. They did reach out to let me know the windows have been ordered right after I contacted you, however I have followed up twice to ask for an estimated time of delivery with no response.

  Business response

  06/08/2023

  The material has been ready and has been for a while it was the original material that was ordered as that is the only way to make the windows look correct. Customer agreed that the original way that they were built is the only way that works.

  
  According to the office staff that I have talked to they state that they have talked to her and that they are awaiting her approval on a date to complete this install 

   

  Thank you 
  
  *********;

  Customer response

  06/13/2023

  This is not correct. I have documentation that they needed to re-order the materials. The last communication was that they were being ordered and I've not received any response since asking for an estimated install date.

  Business response

  06/29/2023

  The material that was ordered was indeed correct. Our office went through in detail as to what was needed and how the look that the customer was trying to achieve would not work. after viewing the photos from our office the homeowner aggreged that the thought process on how they envisioned the window layout would not work and that the original order that was placed and delivered was indeed the correct way. We have emails as of recent that ended with the responce that she was not available 

  Hello and thank you for emailing ***********************************!
  
  I will be out of the office June ***** and will have limited access to email. If you need immediate assistance, please call our office at ************ or email ******************. I will respond to emails as soon as I return, but please be patient as it may not be as quick as my normal response time. 
  
  
  Your event is important to me and I will get back with you as soon as possible!
  Cheers!
  Tami ****

   

  Subsequently we did get a date that was set for 7/10/23 -- There fore there has been communication from the customer and our office 

  Customer response

  06/30/2023

  I am rejecting this response because:   

  The original order that was delivered was not what is being installed now, or at least I hope not because I have asked on multiple occasions that we are on the same page with what is to come. Instead of being one solid piece for the center part of the window, the original order had a separate insert for a rounded portion at the top of our window. I spoke with the owner of the company months after the first install and he sent me the attached photo that we agreed upon to be installed. When their crew arrived to put in that window, it was not correct. It was the original windows with the separate rounded piece at the top.

  We have agreed to install on July 10th. I re-sent the attached photo to ensure what is being installed and was told it's correct. I also advised that 2 windowsills will need to be replaced when they do the windows so hopefully their crew comes with the necessary items to do that as they didnt have it the last time.

  Customer response

  07/05/2023

  I am rejecting this response because:   

  There has been communication since our last email exchange. I responded to ****'s email and asked them to ensure the windows are like the rendering as well as that their crew has the materials to replace the windowsills of both of those windows when they arrive for install. There was not a response after that, but we are scheduled for Monday, July 10th for installation. I can respond further after that date with acceptance or rejecting.

  Customer response

  08/01/2023

  The windows were installed. We are waiting for a call from the company to schedule a time to install 1 window still missing, but I am optimistic this will get resolved soon.

• Initial Complaint

  12/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We ordered fourteen replacement windows for our home, on May 17, 2022. We paid a $3,200 deposit on that date with a balance of $9,451 to be paid upon our full satisfied completion of the window project. We were told, by the salesman, to expect our new windows sometime in September 2022. We checked with Best Buy on numerous occasions and were told that due to the large size of some of our windows, it would take longer than September. The windows were actually installed on October 21, 2022. At the time of installation, two of the windows were incorrectly manufactured. We had ordered 60/40 windows with grids. The windows that arrived were configured as 50/50 and did not match our other windows. The grids, were not equally spaced. In addition, there were two screens that were damaged during transit or installation. There is also one window that will not remain open. When opened, it will immediately fall closed. Best Buy agreed to repair the window that won't stay open, replace the two damaged screens, and replace the two incorrectly manufactured windows. I contacted Best Buy on when this will be completed. Erik, Best Buy, responded, via email. that the windows were ordered and it was anticipated they would arrive on 12/2/22. It is now 12/10/22 and I have not heard the status on completing our project. I have left voice messages numerous times and Best Buy has never returned my calls.

  Business response

  03/22/2023

  Business Response /* (1000, 5, 2022/12/12) */ Hello The material that the customer has spoken about was indeed ordered as a manufactures defect. All material that is ordered or reordered must be created. Due to global supply there has been a delay in the raw material that is needed along with natural disasters causing slow downs with in shipping. All material is being replaced as well as the balance that holds up the window, This will be inspected and repaired and or replaced if this is needed. I have looked back to see about communications that have been had With Mr. ****** and there are emails that have gone back and forth from our office and Mr. ****** on 9/15 and 9/16 with correspondence showing material ETA of 12/2/22 and a follow up email on 12/2 from Mr. ******. Our office has been coordinating with Mr. ******'s wife and we have been set to install the last remaining windows that have been needing correction. This was set for 12/19/22 however, the customer called in 12/12 stating that this would need to be bumped to 12/20/22 Thank you Erik Consumer Response /* (3000, 7, 2022/12/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would have been satisfied with the business response; however, they did NOT show up on 12/20/22 as they committed. I had contacted them the day before to verify that they would arrive on the 20th to complete their work, at which time they said they would. However, today, on 12/20, no one arrived. After numerous phone calls that were not answered and after leaving a voice message, no one called back. We called another number on their contact list and spoke with a Jim. He said that he would contact them to find out what happened. Later, in the afternoon, Eric called and apologized and indicated the installer's transmission went out on his truck and he was unable to come complete the job. Eric apologized that no one had contacted us to let us know. He re-scheduled the windows to delivered on 12/21/22 in the afternoon. I wanted to go ahead and keep this complaint active until all work is satisfactorily completed. Business Response /* (4000, 12, 2023/01/06) */ As the customer indicated the windows were installed. The screens them selves were ordered and were expected today however they were placed on back order and we are expecting there arrival on next weeks delivery. As soon as they are delivered we will be reaching out to the customer to have them installed or dropped off to the homeowner Consumer Response /* (2000, 14, 2023/01/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) We are satisfied that the work will be completed as promised.

• Initial Complaint

  11/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 10/22/2020 I signed a contract to install 10 new windows, and replace the glass on another oval window. The total was $5,120 including $200 for the oval glass replacement. Around 10 months later they installed all my windows except the oval window. Then 11/01/2021 they replaced the oval glass window. However the window started to crack very shortly after from a screw-in point, as you can see in the picture. I contacted them via email and phone the week after and called to let them know. They said they would fix it with a new glass replacement. A few months later (don't know the exact date), they came with a new window, however it didn't have grids which is required by my HOA, so they didn't install. I never heard anything after that. At this point it is over 2 years from the initial contract signing and I would just like a refund of the $200 oval glass window so I can go with another supplier. I have contacted them numerous times via email and phone the last few weeks, and they either haven't responded, or never called me back. During one call on 11/4/2022 I talked to **** from the office (my primary contact with them) and he said he would talk to the owners and see if they wanted to refund the money. I called again on 11/10/2022 after not hearing back, but **** was unavailable and they said he would call back. He hasn't yet and it is 11/13/2022 as of this writing. I have had so many (attempted) calls and emails with this company, and given that it is over 2 years of my initial signing, I want this resolved with a simple $200 refund as they are not capable of providing me with the window replacement.

  Business response

  02/16/2023

  Business Response /* (1000, 5, 2022/11/29) */ Hello Due to supply constraints there are certain materials that have rather long lead time. In this case it is not the glass that is holding this up but the spacer that is in between the glass. We understand the customers positron and will honor the refund of the $200 as there has been no head way made with the supplier on this material Thank you Consumer Response /* (2000, 7, 2022/12/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you. I expect to receive a check via mail in a reasonable time-frame.

*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. ↩