ComplaintsforCook Siding & Window Company, Inc.

• Initial Complaint

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to get someone to fix the job I had done 2 years ago I had my back patio done with 2 motorized screens and a standard screen there was problems with communication from the start of the install first off they left my motorized screens with exposed wires instead they were hung up by zip ties I even paid extra for them to get a electrician to come out and install a electrical outlet they should have also made plans to get them to come out and hide the cords they also left the job unfinished as I was suppose to get a locked door on the standard screen and it was left completely open had to wait for them to come back out to put in a door only to have the door with a huge gap and it wouldn’t lock I tried to communicate through email and call them but wasn’t getting anywhere I was also getting a metal grinding sound from the motorized screen tried to contact them didn’t get anywhere also the screen itself would sway as if it wasnt set right once again tried to explain to the installers and the people at cooks still nothing and now 2 years later I now have screens that are literally ripping out of the frame and the frame itself gets stuck and won’t go up and down I finally got one of cooks to come out to look at he tried to blame my structure settling as to why the frame won’t go up and down saying it’s normal but it has been screwed up since they installed it they said they can’t do anything about the exposed wires other then use zip ties they said they would come out to fix the screens that was 3 months ago and I’m still waiting to hear back from cooks fix the entire job because honestly it honestly how messed up my screens are they really need to redo the entire job or refund me my money either way something needs to be done I’m just worried I’m going to look at back and there’s going to be no screens out there from them blowing away this has been a nightmare and something should have been done from day 1 of me telling them something wasn’t right

  Business response

  05/10/2023

  We have contacted Mrs. *******. We didn't have her phone number due to a realtor being point of contact. **** the project manager has been out to visit Mrs. ******* and we are currently working on getting the screen matter resolved. 

  Customer response

  05/10/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ***** *******

  Customer response

  06/19/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  They came out evaluated the problem they then came out to fix the problem but didn’t do the job according to the plan for the frame even after they claimed it was finished they said that the frame wasn’t going all the way down and acted like that was fine until I said are you going to come back out to fix it they said they would but never did I contacted drew to let him know that the frame wasn’t going all the way down but before I had a chance to call him which was only a few days after they came out the screen popped out of the frame again so I contacted drew him to let him know that now the screen is out of the frame and the frame won’t go down he said he was on vacation and that he would pass the message to ******* here it is almost a month later and I still haven’t heard anything from cooks siding this is getting really ridiculous I just want the job done and done right for the money I spent  Regards, ***** ******* 

  Business response

  06/30/2023

  Hi, We have currently sent photos over to ** ******** Due to the zipper keep popping out of the track. They are reviewing the pictures. And could be sending us a whole new zipper to install on the screen. I will find out as soon as they reopen July 5th. 

  Business response

  07/12/2023

  Hi We have submitted the warranty claim to ** *******. However, we don’t make this product. ** has reordered the screen. And as soon as it arrives to Cook Siding we will arrange to have it installed. Thanks, ******* 

• Initial Complaint

  11/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Scope of work: Demo old deck and removal of hot tub, building of new deck with handrails, building of 2 sets of stairs with handrails, installation of retractable awning and replacement of a few pieces of siding. Complaint: Breach of Contract (11+ wks into approx. 7 day job with no ending/resolution in sight, inconsistent and unprofessional work). Contracted on 5/21/21 with 8-12 weeks lead time and est. of 7 days labor - paid 50% deposit. Agreed that work would not begin until all materials were in. Contacted in mid-July by ******* **** and was told our sales rep was fired and our materials had not even been ordered. We were told our materials order and project would be expedited. Materials were left in our driveway 8/20/21. Demo began on 9/3/21. Stairs and stair handrails have not been completed, shoddy concrete work at the base of each set of stairs, poor trimwork done on deck (some trimwork was actually glued vs. nailed and has since come apart) and no siding replacement. ******* **** became unresponsive in September. We were told we would have another sales rep and Jesse Cook, president, would call us the next day because he was in court that day. We tried contracting him in September and October with no return call. Another sales rep called in mid-October with dates for awning installation and trimwork. No word on siding/2nd stair rails. Contacted him about the unresolved issues on 10/28/21. He came and looked at deck that day. As of 11//8/21 we have not heard a response from him or had any CSW employees/subcontractors come by. This has gone on far too long. EXTREMELY unprofessional leadership and lack of communication between us, CSW and subcontractors (when we signed the contract, we were told CSW would be handling this project, not subcontractors). Job is very fragmented - no work weeks at a time. The only CSW employees we've had a positive experience with are the workers who installed the deck handrails and retractable awning.

  Business response

  11/24/2021

  Good morning, We have about completed her project. We had to wait on her vinyl siding of 5 pieces to come in from the manufacturer. The deck project was changed from the contract, that was written by the previous sales rep. We had to wait on extra decking boards to come in to finish off the deck. An extra set of steps was added. That was not relayed to me, or my supervisor *******. However, she got an extra set of stairs for free. When it comes to the awning. ******* did expedite getting it installed, the day after if had arrived at Cooks. ******* was the one that called her. To inform her that the men would be coming. The 5 pieces of siding will be installed today, Nov 24th,2021. The handrails were installed Nov 23,2021. Due to the covid cases, and everything else going on in the construction industry. sometimes, things are out of our control. We strive our best to get the jobs completed. ***** and ** are there today, finishing the work up. *****, is right we do need to work on communication better. Thanks again ******* **** 

• Initial Complaint

  08/24/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I received a estimate from Cook's in March 2021. I agreed with their estimate and ask them to do the work. I had to pay a disposit of $2400.00. This was paid on March 16th. They cashed my check on March 18th. I was told it would be 6 to 8 weeks to get the parts, then do the job. Parts were ordered, they came in and one piece was damaged. That was reordered and as of this dated August 24th My work has not been done YET. Six to Eight weeks has turned into 23 weeks.

  Business response

  09/09/2021

  Good Morning!   ****** ******** did sign a contract with us. We had to get it approved with the building department, before materials were ordered. The permit office approved it on April 1,2021. The material was then ordered from ***** distribution on April 2nd. We received all the material from ***** except for the fan beam that was needed for the install. We have started the job on September 2nd. and our currently still working on the job. I agree it took forever in a light year to get the product from the manufacturer. Our apologies on the behalf of **** Siding & Window Co., Inc   Thanks again, ******* **** ###-###-####- office

  Customer response

  09/13/2021

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The beam that they were waiting on, I didn't need.  If SOMEONE at Cook's would have taken the time to explain this to me in April and not August 30th, things may have worked out smoother.  They did come and start the job, but have dug two hole, has been inspected twice, but no work or word to me about what they expect to do next.  WOULD NOT RECOMMEND THEM TO ANYONE.  NO COMMUNICATION from them to me.  I went by THREE  times and my wife once and was told the same thing, we will find out what the hold up is and get back in touch with you.  NEVER HAPPEN, neither time and like I said,  I did not need or want the beam they were waiting on. Regards, ****** ********

  Business response

  09/30/2021

  Unfortunately, the times we are in with manufacturing delays and shortages across the country we are unable to get lead time answers out of them.  We cant tell Mr ****** what we don't know as we aren't getting the information from the factories.  Nowadays we often don't know that the product is coming until it shows up at our door.  His contract had a fan beam and it wasn't here and we were not given a date when we were going to get it.  We did not know when we ordered it in april that the materials were going to take so long.  We are sorry if he can't understand the times that we are all facing, but its not just our industry.  There is nothing more we could have done other than installing it as soon as we received the product.  We do not manufacture the product.

• Initial Complaint

  08/17/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The windows I purchased from Cook Siding 4/17/2012 have a lifetime warranty. The seals on two (2) windows failed and caused bacteria growth and discoloration within the panes. My original claim was filed in October 2020 and although the claim was accepted and replacement windows "ordered", I have yet to receive the replacement sashes. I have made multiple attempts to resolve this issue on my own, including the attached letter to the company. Any assistance you can provide would be most appreciated.

  Business response

  08/25/2021

  Good Morning BBB Cook Siding has reached out to ****** ***. She did buy windows from ******* back in 2012. The service department had turned her warranty claim over to ******, (manufactures defect vs Cook sidings labor)  We had ordered it back in November of 2020. ****** says they had shipped it. But we never received  her 2 sashes.  ****** has been notified and reordered the sash top and bottom as of Aug 25,2021. We truly apologies for the sashes slipping through the cracks. As soon as they come in, we will deliver them to her home. Thanks,******* ****

  Customer response

  08/26/2021

  Better Business Bureau: I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I requested "delivery" of the replacement sashes as the resolution for this claim. I appreciate that Cook's Siding has finally reordered my replacements, but would like to wait until I have received them before closing out this complaint. Thank you very much for your time. Regards, ****** ***

  Customer response

  09/01/2021

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ****** ***

  Customer response

  11/01/2021

  Better Business Bureau: I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I have waited two more months and still have not heard or received anything from the business. Regards, ****** ***

  Business response

  11/12/2021

  **** ****- Regional manager of ****** said the week of November 29th. Her sashes will be here. I will double check before holiday to see, if that is still on the schedule. Thanks, ******* 

  Customer response

  11/12/2021

  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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.  If the business does not follow through with this resolution, I will recontact the BBB to reopen this complaint.  Thank you very much for your assistance! Regards, ****** ***

*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. ↩