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Complaint Details
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Initial Complaint
06/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We paid in full half of the cost of the windows and charged on credit the remainder. We have been paying the credit portion since September 2023 and we did not receive the first installation of our windows until January 2024. They did a partial install and since then, we have not received the remainder of our promised service (a large grand room window at the front of our home, a sliding glass door to our patio, and a bathroom window). There has been a large amount of turnover in the company, both within the laborers who execute the project and management. We were promised resolution for March 2023 and this has not occurred. We have been told multiple times that the parts were ordered then when someone new goes to check, our parts are not there. We were scheduled for tomorrow June 18 however this is also not going to occur as the company employee (******) has "no clue" where our windows may be. This is unacceptable as we have not received the promised items.Business response
07/19/2024
Dear ***** and ***************************,
Thank you for bringing this matter to our attention through the BBB. I sincerely apologize for the ongoing issues you have experienced with your window installation.
I understand that you paid half of the cost upfront and have been making payments on the credit portion since September 2023. It is unacceptable that the first installation did not occur until January 2024 and that it was only a partial installation. The remaining promised service, including the grand room window, sliding glass door, and bathroom window, has yet to be completed.
I acknowledge the frustration caused by the turnover within our company, which has affected both laborers and management. We promised resolution by March 2023, and I regret that this has not been fulfilled. Additionally, the confusion regarding the ordering and location of your parts is not acceptable.
My name is *******************************, and I am the project manager assigned to your case as your dedicated representative. I have attempted to reach you today by phone and left a voicemail. Please give me a call at ************ at your earliest convenience so we can discuss this matter further and arrange a suitable time for the remaining installation.
Your concerns are valid, and we are committed to resolving this issue promptly. We appreciate your patience and the opportunity to make this right.Customer response
07/29/2024
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.
Sincerely,
***************************Initial Complaint
12/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We agreed to a $17,000 bid to have 11 windows replaced by JKR windows of St George, Utah. The windows were measured multiple times before ordering. Ultimately, the company installed the windows incorrectly and our home is completely freezing now. The windows are NOT installed in the window frames. Fresh air rushes in most of the windows, behind the siding, and now the inside of our walls are exposed to direct cold, wind & moisture. This is going to cause additional damage to our home very, very soon. Our heating energy use has increased DRAMATICALLY, and we are trying to prevent frozen pipes in the walls effected. The company is fond of using the phrase "next week", and seems to make excuses for everything. By Saturday the 10th, their phone goes immediately to a voicemail saying they are not available (during office hours). We need these windows installed correctly and very soon.Business response
03/28/2023
This home owner and I have been in constant communication. The issue is a manufacturer warranty that is being taken care of. We have addressed all of the issues that we can influence and now we are waiting on a couple small items to finish the job to satisfactory. We are diligent working to rectify any remaining issues.Thank you
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Customer Complaints Summary
6 total complaints in the last 3 years.
5 complaints closed in the last 12 months.