ComplaintsforAbby Windows LLC

• Initial Complaint

  04/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Abby Windows did a shoddy job. They broke an awning and light. There is old trim sticking out from underneath the new trim. They destroyed our tv antenna and threw it out. There are chunks of wood from the tear-off of the old roof. And the rain pours out of the new gutter. Every time I try to get things fixed they say they will forward my information to someone else. No one calls back.

  

  Business response

  04/30/2024

  We have reached out the the customer and are working directly with them to resolve their concerns. Thank you 

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had this company install windows. They were supposed to remove and reinstall 11 windows. Removed my bathroom window that was not in scope, agreed to replace with comparable window (double hung with privacy pane), installed temporary window that was larger, creating larger hole in wall and bathroom tile. Replaced with window of original size. I didnt make that hole bigger THEY DID. All trim was replaced on all windows. Finishing was awful and had craters and excessive chipping. Company said it was the best they could do. Paid $30k for work that looks like I did it myself, with no construction experience. A friend of mine went to high school with the owner and is friends with current saleman for the company I asked her to share with the owner as I wanted to fix the issue without hurting the reputation of the business. However, I was told of their multiple complaints and dissatisfied customers and decided that someone needed to stand up to this absolutely unacceptable workmanship and customer service.

  

  Business response

  04/20/2024

  As stated in the above texts, we are trying to reach out to resolve the issue. Please reach out to us directly as we have tried reaching out to you.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Our original signed contract with **** was 9/18/2023. They came back in December 2023 saying they missed 2 windows the price would be $4000.00 more. Our salesman also tried to say he didnt charge us for the window wrap, he would consume that cost himself. As if to justify the additional costs??? It was very odd. Im wishing I would have backed out then. We were told ***** Weeks for installation on the 9/18/23 contract. It was 23 weeks from 9/18/23 signing of contract. Before we got our windows, we tried to be patient, we had no choice but when you hear them constantly advertising you wonder, why dont you make your current customers happy first. The ********************** were installed late February. One window was the wrong size, so it is boarded up at this time. Our new patio door handle does not lock. Two of the windows in our master bath appear to be a little small. The blinds that were in there no longer fit and there are big gaps around the tile where the original wood was. There is also a bad board on another of the windows. The glider window in Master bedroom the safely lock is hidden and will not open the installer took a picture when they were here. Our sales man now says boinds may not fit, but that is not what he told us. I asked about safety locks and blinds and and at no time did he say they may not fit, All the others in the house fit, except those that you can see there is a clear issue in the size. They take no accountability.They are pressuring us to sign a Letter of completion, saying our financing is going to run out, well that could be because it took them 23 weeks to get the job done. They take no accountability.Their communication and accountability have been terrible. Unless they want something from you, like the up charge on the contract and the letter of completion signed so they get paid, you will hear from them then.

  

  Business response

  03/18/2024

  We are actively working with the customer on a resolution and apologize for the incorrect window size causing a disruption to the home. Our project manager has reordered the window and is addressing the customers concerns directly with them onsite.

  Customer response

  03/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear 

  
  as some areas were resolved we are still waiting for 3 items still on punch list 

  1 window

  1 patio door handle 

  1 window that safety latch does not work 

  
  Regards,
  
  *********************

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  October of 2023 we had Abby windows come out and give us a quote. We were happy with demonstration and thought the company was organized and legit. 2 months later December of 2023 we werent getting responses on when the down payment was due or how to pay. Turned out that the associate who gave us the quote was fired or quit and no one told us. Essentially no one followed up with us at all until I sent an email asking if we should just go with another company. They finally responded and gave us the dollar amount, just over 7k. We wrote the check and thought nothing of it until the guy came out to do a final measurement. When he did everything was wrong, the number of windows and the style of windows. So now this new guy is telling us its going to be more expensive. 2 weeks later, in January of **** no new quote has been provided. We asked for our money back and to cancel since we still have no new dollar amount they want us to pay and now theyre refusing to refund us the money for a quote that was wrong to start with. In addition to all of the issues, every time I emailed, the employees would pass the email off to someone else. Not one person at Abby windows has been helpful nor do they even care about their customer service.

  

  Business response

  02/20/2024

  This matter has been resolved 

  Customer response

  02/20/2024

  [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 is satisfactory to me. 
  
  Regards,
  
  ***********************************
  

• Initial Complaint

  11/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked a siding job in April 2023 to be completed in August 2023 with an $8,000 deposit. We contacted at the beginning of September and they advised they were waiting on the city permit. My husband drove to the city and they confirmed that no permit was applied for. On November 7, ******************************************** our driveway without contact. We have requested that they pick up the incorrect materials and refund our money as we will be seeking another company to complete services. No response. No response and no service since April 2023.

  Customer response

  11/09/2023

  The amount we are requesting as a refund is $12,259.50 and the attached is the confirmation receipt.

  
  

  

  Business response

  11/09/2023

  I received your email and BBB complaint regarding your siding project and would like to discuss your concerns:

  1. Regarding the material being incorrect, the material and color on the invoice we have for you matched the material that was delivered. I was hoping you could clarify what was incorrect on the material. 
  
  2. On your invoice, the lead time for siding was ***** weeks. With the project invoice on 4/13/23, our November installation timeframe was within these parameters. I see notes in our CRM that have us updating you via phone or email in late August and also in October confirming the November installation. I was hoping to get clarification as where the August installation timeframe was quoted.
  
  3. I have attached a copy of the permit that was pulled with the ****************** that was issued in August. You had mentioned that you went directly to the city and that no permit was pulled, so I wanted to make sure you had a copy of the permit that we already have in our possession to confirm that information was not accurate from the city.
  
  As we are within our contract timeline, we expected to start this project for you, as supported by the delivery of materials to your home. With that being said, the materials have already been purchased for your project and we are unable to cancel out your project for a refund at this time.
  
  If there is anything else that I can help clarify regarding the process, please let me know so we can get those concerns addressed before proceeding with the next steps in hopes of getting you rescheduled for installation. 
  

  Thank you.

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My experience with the siding job provided by *************** leaves a lot to be desired. We signed a contract 3-13-2023 with *******************************. We gave him a substantial check. (Cashed 03-15-2023). I was able to print the contract. Then ****** filled out the financing paperwork, electronically signed it and could not ************* 3-15-23 I called ****** and told him the contract shows Corner Color was the same. I told him I wanted white on 3-13-23. He assured me the color would be corrected. A few days later ****** called and said the signature did not go through and I had to sign another financial contract. I was unable to print that one and called ******. He told me he would send a copy that I could print. I never received anything from ******. 3-23-23 a representative came out an measured.No date noted but I called ****** ext. 719 after trying ****** that went to voicemail. She returned my call and told me she would call when the materials were there.4-26-23 called ****** ext 719 (in the warehouse) will call when the materials arrive to set up appointment. 5-3-23 at 3:43 pm I called ****** and left a message for him to call me. I was sure the return call would not happen until the next day. Waited 2 days Never received a call. 5-5-23 called ******* extension no one answered. I hung up and called ****** at 3:10pm. Left message. She called me back at 3:25pm and we set up install date of 6-5-23 or 6-6-23. 5-18-23 I received and email from ********************************* offering to come sooner. Offered the date of Tuesday May 23, 24, and 25. I jumped at the chance and postponed the concrete to begin removing the asphalt until the 25th so the dumpster would not damage new concrete. The email said it would be a 3 day job.5-19-23 received a conformation via email that the date was changed to May 23rd. 5-22-23 the dumpster arrived but no materials came. I called and informed them that no materials arrived. They assured me that they would be here in the morning. 5-23-23 5 guys here to work and no materials. Called at 7:55 am and left a message on ext 719 that the workers where here and there was no materials. They set up the scaffolding and removed all the small boards. (I think it was called ******.) That was done late morning and the 5 guys sat around waiting for the materials. The materials arrived and after the guys delivered it, I noticed that the corner boards were not white. I called ****** and he told me the white ones will be there in the morning. *********** only had time to put the green rap on. They had me cut the internet cord so they could put the green rap on. They left at 7:00pm. 5-24-23 **** came out early and spoke with my husband. He assured my husband that window shutters would be installed on all the windows. He told him the dumpster would be removed that evening so the asphalt could be removed in time to prep for the concrete to be poured. *********** only got the boards up on the north and part of the west side of the house. I talked to ****** the guy supervising the workers and told him the dumpster was going to be removed and we came up with moving it to in front of the detached garage. He said his guys would be ok with taking the scrapes a little farther.I called Source Dumpster and they told me that they never received an Order from **** to pick up the dumpster. At around 3pm I called ******* ext 713 it went to voicemail. I tried ******* ext 719 it went to voicemail, No messages left. I called back and thought it said ****** was ext 706 and spoke with ****. I explained the dumpster situation and he said he would relay the message about moving the dumpster and have someone get ahold of me. I carried the house phone with me.At 4:50 **** called me back to check if I received a call from ****. I told him no. He was surprised then informed me that Source Dumpster was called and would be there tonight or tomorrow morning to move the dumpster. 5-25-23 At noon I called the asphalt removal company that the dumpster has not been removed yet and he told me he could not come again until June 1st.At 4:48 I called ext 719 it went to voicemail and I hung up. At 5:00 Source Dumpster arrived. My husband went out to show them where to move the dumpster. They said they were there to remove it. The driver called the office and they informed him that **** told them to remove it. My understanding was that there would be an additional charge and that **** was not happy having to call in the first place. 5-26-23 *********** completed the siding on the North, West and some of the South side of the house. The East side was partially done and the South side of the house where the deck is was left in only the Green **** They ran out of materials. They removed the scaffolding on the North side and left it on the grass. At 2:00pm ****** (only person who spoke my language English) arrived. I blew off s**** with him and he told me they only sent 49 boards, what was he supposed to do. He told me the guys would come back tomorrow but I asked him what were they going to do there was no boards for them to work with. 5-31-23 I called ****** and asked him when they were coming back and he told me I was a special order and that he was waiting for the materials. He said it would be in Monday June 1. I asked him then if he could come out and pick up the scaffolding as they were done with it. He told me they would pick it up Thursday or Friday. No one came to pick up the scaffolding and no one showed up on Monday to finish the job. I still do not have internet. I used up all my cell phone hot spot allowance within 2 days. Still do not have completed siding. Needs much tweaking.No One at **** has attempted to make any kind of contact with me to inform me what is going on with materials or if I have anything to say. I am paying for what I think is premium price for a job I thought *********** and siding was going to do. Not a subcontractor that cant communicate with your English speaking impaired customers. The new TV ad says you do it right the first time because you dont want to come back. I wish you would come and finish it, or tell me what the status is. I have not called because I dont want to fuel the fire of ******* everyone off any more than they are. It is your job to call me and update me what is going on I should not have to beg for information. I am paying $41,715.80 for an incomplete job that at first looks nice but there are gaps between the siding and the soffits. There is no caulking under the window. There is a cut in at least one of the white corner pieces. A worker took it upon themselves into putting aluminum around the front door, I am assuming because I have not painted it yet. They did a nice job but it needs to be removed because it does not match what I want the door to look like. Most of all - it is not done. On June 4th **** the project manager came out to review my concerns and started a work order. The deck that was damaged by the workers with paint, the unfinished eves, the unsealed siding ont he west side of the building and the lack of shutters. He measured all 11 windows for dark brown shutters. The beginning of August my husband and I went to the **** offices in ******** and were met by **** and the receptionist. They set up an appointment where they would send ***** to complete the work. I asked if I could see the shutters and they told me the receptionist would send me a picture to my email. Again I waited and never received the pictures or even and explaination as to where they were. ***** never showed to finish the job. October 25th ***** showed up (scheduled appointment) with 4 sets of black shutters. I told him there should be 11 sets of shutters and the color is dark brown. (***** corrected me with the dark brown. I said chocolate brown). I showed him the peaks and we measured the 11 windows again. On October 25th, the salesman ****** called and started to bulling me to pay before the job was done because the financing would expire on the following Tuesday. An email demanding payment was received a short time later. I replied the job was not completed. On November 6 th I received and email from *** in accounting. Email: Based on what has been communicated to me by **** **** members, your project is substantially complete, and we need to fund the project. Please contact me tomorrow at ***************** so we may close this out. I called ***, Per our phone conversation I told him I did not need there financing. He told me because they were substantial done I had to take care of balance. *** said he talked to your crew and they told you I kicked them off the property. I never kicked anyone off the property. October 25th ***** showed up with 4 sets of black shutters. I have 11 windows and the color should have been dark brown. I told him they were not correct and not enough 4 vs 11 sets and not to put them up. ***** and I went around and took measurements for 11 sets of shutters. We looked at the peaks and he told me that he thought it just needed caulking. I never kicked him off the property. *** did not want to hear my side of the story. The fact that **** came June 14th checked the job and found the bottom was not sealed on the west side of the house and the the 3 peaks needed to be sealed. He also took measurements of 11 windows for shutters. He was filling out a work order that I did not get a copy of. I am sure it is not available to me. This project has had 11 window measured 3 times that I am aware of and 1 time my husband was aware of. November 7 **** called wanting to get things set up to finish the job. She told me the shutters were not written in the contract so they were not going to provide 11 sets reguardless of the fact we had a verbal agreement. It was not in the contract. She said they would come and seal the peaks and the west side of the house. She told me she would have them hang the 4 sets of shutters they have and I told her they were the wrong color so she said she would credit us the shutters. Then I asked about the deck board that the sub contractors damaged and that **** said they would credit us. She said she would take to **** and go from there. This was a job contracted in March and now in November it is still not completed. I am the one treated poorly and they are bulling me.

  

  Business response

  11/09/2023

  We are in communication with the customer to get clarification on the remaining punch list items. We have requested photos of the areas of concern so we can assess what actions need to be taken to remedy those items as a service ticket. 

  Regarding the shutters, the contract we had with the customer was to remove and reinstall 3 shutters, which per our completion photos, shows was completed. We do not have a contract with the customer to furnish and install and entire home worth of shutters.

  We will work directly with the customer to resolve this job to the contract as quickly as possible. Thank you

  Customer response

  11/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  

  Abby has so far has not followed thru on completing any of the work reference this project.  Nor will they honor any verbal agreement.  (11 shutters for 11 windows). The CONTRACT does not cover the shutters. I get that is there disagreement.  They have played with our lives for 5 1/2 months for a job I was told would be a 3 day job.  It messed up our landscaping project and after 3 months we just did the work.   Until the job is done completely I will not sign off on this complaint.
  
  Regards,
  
  *****************************

  

  Business response

  11/10/2023

  Our position remains the same and unfortunately, we only can honor what is in our contract.

  Customer response

  11/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This is the final email I am sending to Abby.

   **** filled out a work order the last time he was here.  Where is that or does he just lie and say he never did that.  And if ***** said I asked him to leave he is also lying.  I only told him not to put up the 4 sets of shutters,  they were black and not dark brown.   Why would I believe anyone that I have dealt with, when I have been lied to all along.  What fair thing do I need to do to make you go away.

   

  I am not happy with the quality nor the integrity of ***********.  You keep asking me to accept their solution but I am not happy with what they are offering.  I am totally frustrated.  
  
  Regards,
  
  *****************************

  

  Business response

  11/14/2023

  We highly encourage ********************** to call our office if she is having an outstanding issue. We are unable to process anything without knowing what the issue is. Please call our office directly ****************

  Customer response

  11/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I sent a cashiers check for $25,000.00 on 11-15-23 via 1st class US mail.  It was delivered 11-16-23 at 11:39 am to the mailbox.  The check was cashed the same day, 11-16-23.  I paid for what I thought was the balance of what has been completed so far.  I am going to continue to wait for the job to be completed or they except this as final payment and they are done with what they done so far.   
  
  Regards,
  
  *****************************

  Customer response

  11/30/2023

  I would like a fair final bill from ***********.  I am not comfortable having them come to my house and complete the incomplete job.

  
  

  

  Business response

  12/11/2023

  ***********************,

  
  

  The BBB is not a mediator. 

  
  

  If you would like to retain a lawyer and attend mediation via AAA Arbitration, we can both have the expense of retaining lawyers and continue down an unresolved path. 

  
  

  However, if you would like to close out your project working directly with our company, we will give you the best and swiftest opportunity to do so.  With that being said, we don't go off any verbal or misconstrued conversations.  We operate off objective contractual facts.  You did not pay for shutters and you were never sold shutters. Your contract was to rehang 3 sets of shutters provided by you as the homeowner and there was to be no charge to do this. 

  
  

  As far as a punch list or service items, per the right to cure law, we would need you to provide this in writing as to what the issues are. What was not done on the contract that would make you request a deduction from your bill? 

  
  

  Once we receive pictures and your punchlist, we can determine a reasonable response to you within two business days. 

  
  

  Regards, 

  
  

  *****************

  
  

  Customer response

  12/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  ***********************,

  
  

  Here is your list.

  
  

  There is 365 of sealing the bottom of the siding on the west side of the house.  Pictures sent November 17.

  There is 244 of sealing the bottom of the siding on the southwest side of the house. Pictures sent November 17.

  There are 3 peaks on the house that need to be sealed. Pictures sent November 17.

  3 sets of shutters from the original contract.  

  
  

  There is also poor workmanship with straight cuts of siding around windows as well as the caulking has pin holes in it.  Picture added.

  
  

  
  

  
  

  *********
  1428 ***********.
  **********, ** 53105

  
  Regards,
  
  *****************************

  

  Business response

  12/12/2023

  We are coordinating a time with the customer to correct anything that is needed per the scope of our original work. Once the customer allows us to complete the items we agree are in need of fixing based on industry standards and original scope of work, we will be able to bring this matter to full resolution. Thank you.

  Customer response

  12/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

   I am still in the wait and see if they will follow through and complete the work without bullying.

  
  Regards,
  
  *****************************

  

  Business response

  12/18/2023

  Our response has not changed. Please contact us directly **************** to schedule your caulking touch ups. 

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The windows I purchased from Abby Windows and installed by Abby Windows do not correctly fit in the area where the prior windows were installed. This has resulted in my custom-made blinds not fitting correctly, which caused a lack of privacy, and the window treatments no longer fit. The salesperson knew the windows would not fit the same as the windows that were taken out and failed to tell me prior to selling the windows and having them installed, even though an Abby Windows representative came to my home twice on separate occasions. I have reached out to Abby Windows, both ******, the sales person, and ******, Project Manager, with no reasonable resolution. ****** responded that it was an unfortunate situation and that the sales person shouldve informed me that there would be a problem with the blinds not fitting properly. I have this voice mail message saved on my phone. I have also searched the Abby Windows website for information on installation services and guarantees but I was unsuccessful in finding anything that was relative to a guarantee or customer satisfaction. There were only references to flow-through manufacturer warranties mentioned. No documents were included on the website for review. I am asking for one of three options to make me whole: 1. Detailed steps accompanied by the prompt timeline by which one of the following sub-steps would be completed: a. Fix current window by cutting into the drywall to lessen the depth of the window, if this is a possible solution, or b. Replace the window with one that has more depth, comparable to the previous windows, or 2. Reimbursement of my blinds in the amount of $2,243.52 so I can replace with blinds that fit properly 3. A full and immediate refund of $6,473.00 so that I may purchase windows that fit correctly My last effort to contact Abby Windows was via email on October 6. I requested a response by EOB October 10. I have heard nothing since.

  

  Business response

  11/08/2023

  The customer lives in a condo. We cannot move the depth of the window back toward the outside as she would not be able to have the window properly sealed and she would not match the condo compliance. 
  Replacement windows only come in one depth. That is from any company and manufacturer. They are 3 1/4. She had new construction low grade 2 3/4 windows that are put on when building. These types of windows are not replacement windows and are made for new builds. 
  the customer contract provides the following line items (which the customer signs)

  Install Prep by Customer 0 Customer to R and R existing blinds, shades, and curtains. Abby Windows not responsible for any existing
  blinds removal and reinstall. Customer to allow 3x3 area for each opening inside and trim back any bushes on exterior prior to install.
  

  our contract clearly states we are not responsible for blinds. The second part of the contract describes our install type which she signed as follows-

  New Construction vinyl windows exist- Customer opts for pocket install to consist of tearing out old vinyl window and installing new window without a nail fin but window sitting inside of drywall and on top of sill- no drywall cutting required. Customer is aware of glass space loss and new stops will be needed on all four sides in prefinished composite material.

  As far as the actual post install discussion, our window project manager offered her different options to help even though this was not our responsibility as stated. An extended bracket for these blinds is a viable solution which was offered. We even offered to install them for her at no charge. Unfortunately, the customer refused to explore this option.

  Customer response

  11/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  **** said replacement windows only come in one depth. I was not aware of that as Im not an expert in the field, however, that depth did not affect any other windows in my home. The windows in the master bedroom (***) were the only windows in my home replaced by ****. In the last year, I also had the second bedroom windows, living room windows, and patio door replaced by a different company, Renewal by ******** ("RbA"). The blinds for each window and the patio door,with the exception of the *** window blinds, fit exactly as they did prior to being replaced. The blinds in the living room and second bedroom fit the same now,post-replacement, as they did prior to the windows being replaced. The aforementioned having been said, if all replacement windows come in only one depth, as **** states, why do the windows throughout the rest of my home fit fine but only those installed by **** do not.
  
  **** stated that the contract reads they are not responsible for any existing blinds removal and reinstall. To be clear, the removal and reinstallation of the *** blinds is not the issue. The blinds were removed prior to the install of the windows and were reinstalled by a third company after the window was replaced. This is not the issue; again, the issue is the *** windows **** installed are ill-fitting, which has caused the blinds to not fit appropriately.
  
  I am aware of the glass space lost. I am not contesting this.  Glass space was lost by the other windows that were replaced by RbA.
  
  **** states that their project manager, ******, offered different options to correct the problem even though this was not [their] responsibility. Trevors options were to: 1-I contact my blinds manufacturer to see if they offered an extended mount; or 2- he could possibly manufacture a bracket to bump the blinds out. **** also stated that I refused these options and that is correct. I refused those options because neither option provided would solve the problem. As the window sits now, the blinds are already 1.5 away from the window. Using either option above would only push the blinds further out, thereby resulting in an even greater gap and less privacy than I have now.

  I agree the removal and reinstallation of the blinds were not ****s responsibility.Their job was to sell and install a window in my *** that fit. **** failed to do that and is now trying to shift blame and avert our eyes from the actual issue. The problem does not lie in the blinds, as is evidenced by the numerous other windows replaced in my home. The problem is the window sold by ****. No other reason.

  I note **** conveniently left out of its response that ****** apologized to me that this exact issue was not told to me at the time of sale. He went on to say its unfortunate. Yes, it IS unfortunate because I would not have purchased the window/installation from **** had they been up front and honest with me from the start. Instead, I would have waited for RbA. It was scheduling that caused me to look elsewhere for the *** window replacements, and no other reason. **** would have lost that sale, had they been honest-which, perhaps, is exactly why they werent. And, if it isnt honesty, then its ineptitude.

  I again formally request one of the following in relief: 1. Detailed steps accompanied by the prompt timeline by which **** will replace the window with one that fits correctly; 2. Reimbursement for the cost of my blinds in the amount of $2,243.52 as the prior blinds are no longer viable; or 3. A full and immediate refund of $6,473.00 so that I may purchase new *** windows from RbA.
  

  Regards,
  
  *************************

  

  Business response

  11/14/2023

  Please call our office if you would like to discuss this matter further. *************.

  Customer response

  11/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have tried previously to discuss this issue directly with ****. Such attempts were fruitless, hence the complaints filed with the BBB and ********** of ************ Trade, and Consumer Protection.

   If **** would like to propose a settlement offer confidentially, they may do so via my personal email and outside of the BBB website. However, all contact, efforts to mediate this issue, and any correspondence must be in writing for documentation purposes. 

  
  Regards,
  
  *************************

  

  Business response

  11/15/2023

  Please email ******************************** to discuss this matter further.

   

• Initial Complaint

  10/13/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Contract was signed 6/29/23 for roofing and siding, $32065.50 paid to Abby Windows (1/2 of total),of this the cost of the roof was $17796.00. Per Sales rep- roofing to be completed in August and siding in September 2023. We had to change the roof edge color as we were told the color was discontinued- we have since found out it was a premium color and the Sale rep would have been responsible for paying the additional cost. Roof was completed 8/16/23- they also tore off large areas of the existing siding- exposing the house outer walls9 not replaced), tore off all gutters and downspouts. After numerous calls and emails, gutters and downspouts were put on 8/19/23- after rain had leaked into my basement. One section of gutter from an upper roof line was directed to the lower roof- no downspout at all so the entire upper roof section runoff is directed on to the lower roof in 1 spot. 'Siding supervisor' finally came out on 8/30/23 to measure for siding- not sure how we were charged for the siding job if there was record of the measurements-he stated he would order the siding on 8/30 or 8/31/23 and then 4-6 weeks until install. No info received after many calls and emails- 9/5/23 siding still not ordered.On 9/12/23 I received an email from the Sales rep that the siding would be installed sometime in November- I have made it very clear via email and phone messages that this is not acceptable. There have been many additional calls, emails, etc. trying to get info on the siding installation- no response with any date, status, etc. *********** has had $12889.50 of my money (1/2 of total required at contract signing minus the roof quote) since 6/29/23- we have siding missing, roof edge that is already coming loose, an upper roof that now drains directly to a lower roof in one concentrated spot due to the gutter they installed incorrectly, no siding installed, no response from the company, no date for the siding or even if the siding has been ordered Please help!

  

  Business response

  10/18/2023

  Per the invoice that was signed the day of the sale (6/29/23), the siding lead time was ***** weeks. This is clearly stated in large font on all pages of the invoice and shows the difference between the roofing installer timeframe and the siding install timeframe. November 2nd would be the ************************************ November would align with the earliest part of of the invoice timeline. The siding that is missing is from where the roofers had to properly flash the roof and the additional house wrap was applied as a secondary protection until the new siding is installed on that area. 

  Customer response

  10/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The response from Abby Windows was a copy of the email train- not the contract signed 6/29/23- I have attached a copy of the contract that was emailed to us.  The sales representative conveyed the roof completion to be mid- August 2023 (this was completed as agreed) and then the siding in September 2023.  Again, we would not have signed a contract or allowed the company to retain $12889.50 for 4 months with no service or completion of the work (this amount is from $30685.00 having to be paid 6/29/23 at the contract signing, less $17796.00 cost of roof completed 8/16/23).

  The siding that was removed was not totally covered- there are areas where the plastic sheeting does not cover the exposed areas and also areas that have fallen off and I have gone up to replace on the side of the house.
  
  Regards,
  
  *************************

  Customer response

  10/27/2023

  Consumer is concerned about when the siding was ordered. They say their attempts to contact the business have gone unanswered. 

  Customer response

  10/30/2023

  We signed the contract with Abby Windows LLC, June 29,2023 and were required to pay half of the full amount for a roof and siding at that time- $30685.50.  We were assured by our Sales person that the roof would be completed in August, 2023 and the siding in September, 2023.

  Roof was completed 8/16/23- they also tore off large areas of the existing siding- exposing the house outer walls and not replaced), tore off all gutters and downspouts. After numerous calls and emails, gutters and downspouts were put on 8/19/23- after rain had leaked into my basement. One section of gutter from an upper roof line was directed to the lower roof- no downspout at all so the entire upper roof section runoff is directed on to the lower roof in 1 spot.  They did nail plastic over parts of some of the areas that the siding was torn off- I have had to climb onto my roof numerous times to repair and replace as best as I could.  There were also many other problems with colors, roof and siding types, available vs. not available as explained previously.

  The 'Siding supervisor' finally came out on 8/30/23 to measure for siding- not sure how we were charged for the siding job if there were no measurements-he stated he would order the siding on 8/30/23 or 8/31/23 and then 4-6 weeks until install- with this, we were expecting siding install by mid- October at the latest. No info received after many calls with messages left and emails- 9/5/23 siding still not ordered. On 9/12/23 I received an email from the Sales rep that the siding would be installed sometime in November- I have made it very clear via email and phone messages that this is not acceptable.

  3 phone calls were answered by the ****************** the siding was not ordered, the siding was backordered, the siding was ordered but they couldnt trace the order, shipment or arrival  There have been many additional calls, emails, etc. trying to get info on the siding installation- no response with any date, status, etc.

  The company has had $12889.50 of my money (1/2 of total required at contract signing minus the roof quote) since 6/29/23- we have siding missing, roof edge that is already coming loose, an upper roof that now drains directly to a lower roof in one concentrated spot due to the gutter they installed incorrectly, 2 chimneys that has had the tops removed and then left open- total removal of both was part of the contracted services), no siding installed, no response from the company, no date for the siding or even if the siding has been ordered/ backordered, etc.

  
  

  

  Business response

  10/30/2023

  The customer's siding job is tentatively scheduled for November 6th, pending weather. 

  Customer response

  10/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I would like direct communication from Abby Windows as to the install date, expected number of days to completion, dates for material drop-off and dumpster drop- off, etc.  As been previously explained to ****, I will need to change my meeting schedules, etc.- as I work from home, and the animals will need to be kept in to avoid any accidents.
  
  Regards,
  
  *************************

  

  Business response

  11/01/2023

  We have contacted the customer directly per their request and have informed them of the installation date, pending weather. 

  Customer response

  11/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The install has changed from Nov 6, to Nov 7 or Nov 8- per a call from Abby Windows on 10/30/23.  During the call, I had requested the dates for delivery of the dumpster and materials as we will need to clear areas for both and the expected time frame for completion - we are waiting for the response.
  As been previously explained to ****, I will need to change my meeting schedules, etc.dependent upon their deliveries, work start, etc.- as I work from home.  The additional info/ response would be appreciated.
  
  Regards,
  
  *************************

  

  Business response

  11/08/2023

  The job is currently being installed. 

  Customer response

  11/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Yes, the installation of the siding began on Tuesday, 11/07/23.  With this, the one side that has been started had the gutter and downspout removed- with the rain last night and today, we have unfortunately had water leakage into the basement at this area.

  The trim on the 2 windows on this side was also started- the first window done in the wrong color- we caught the mistake and hopefully the installers understand which color is to be used.  A second window does have the correct color.
  
  Regards,
  
  *************************

  Customer response

  11/09/2023

  I had been told 2 days and then 4 days, so I'm really not sure what to expect.  They have been here 1 day and removed siding on one side of the house and partially installed the plastic.

  2 partial roof areas are to be removed from the side of the house, 2 chimneys to be removed, the rest of the house to have existing siding removed, siding and trim installed on the whole house, soffit to be installed, all gutters and downspouts to be installed/ replaced (one area has direct drainage onto the roof and the wrong color was installed on the entire house). 

  

  Business response

  11/09/2023

  This job is currently being installed. 

  Customer response

  11/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Yes, the siding is currently being installed.  We have continuing problems arising- for example, yesterday the staff dropped a board on the electric meter- WE Energies was out last night and had to replace the meter.  We will consider the compliant resolved when the siding installation is completed, gutters corrected, etc.
  
  Regards,
  
  *************************

  

  Business response

  11/10/2023

  This job is being installed and is fully in line with the contract timeline. 

  Customer response

  11/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Again, Yes, the siding is currently being installed.  We have continuing problems arising- for example, yesterday the staff dropped a board on the electric meter- WE Energies was out last night and had to replace the meter.  We will consider the compliant resolved when the siding installation is properly completed, gutters corrected, etc.
  
  Regards,
  
  *************************

  

  Business response

  11/10/2023

  Please call our office for any further discussions. *************.

  Customer response

  11/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Thank you for your response.  Due to our experience with the lack of response when phoning and leaving messages for numerous Abby ******** staff on numerous days, your request to call your general number will not resolve the complaint as we have no confidence in problem resolution with the "call the office" option. 

  We will consider the compliant resolved when the siding installation is properly completed, gutters corrected, etc. and will accept the resolution at that time.
  
  Regards,
  
  *************************

  Customer response

  11/13/2023

  As of today- I don't know.  We were told 2 days, then 4 days- this is now day 4.5- they will not be done today.  We are trying to have them address the problems as they arise- wrong color, large gaps in trim areas, incorrect gutter installation, etc.

  Please let me know if you have any questions or need additional information.

  thank you

  *************************

  Customer response

  12/08/2023

  We are still waiting-

  The roof will need repair as "waves" have already appeared in one area. 

  The siding is on, but there are many gaps that will need to be filled with caulk on the siding, window trim, drip edge connections, etc. The last day they were here for the siding was 11/21/23- 1/2 day.

  There are large gaps under some windows where the siding was not fitted under the window and the trim does not seal or cover the 1- 2-inch holes that run under the windows. These areas will need to be repaired/ corrected.

  The gutters were to be installed with the correct color match to the trim- we were requested and provided the email confirmation to **** on 11/30/23- from their Salesperson-now there is no color match for the house trim... we received color swatches on12/7/23, chose another unmatching color and reported the color choice to ****, siding supervisor, on 12/8/23.

  The gutter that drains directly onto the roof needs to be corrected.  The downspouts also need to be attached/ replaced as well.

  The bay window was "missed" and will need the and sofit trim applied.

  Not even close to being completed-

   

   

  Customer response

  01/05/2024

  Consumer states these issues are still ongoing and currently being worked on. 

  Customer response

  01/22/2024

  2 people were here on 01/04/2024 to make corrections to and complete areas of the siding, roof, and gutters.  they were to be back here the next day with roof and siding Supervisors- the repairs and corrections needed are extensive and they needed permission and materials to make the corrections and repairs.  No one showed up on 01/05/2024.  2 windows on one side of the first-floor bedroom were torn down to the frame and insulation- this is still open. There is an open vent that has been left since November, the bottom of the house isn't sealed, etc.

  With this- Supervisors **** and **** were here 01/18/2024 as they needed to access the issues and take photos.  This has been done previously, we have also relayed the problems to them via emails and in person, we have also previously sent them photos of the multiple areas- at their request.

  As of today- no date as to when they will return and lots of damage and a huge heat loss and expenditure for us...

  

  Business response

  01/24/2024

  With the requested items to be reworked, additional material was ordered. It has arrived at our warehouse, however, due to the freezing temperatures and poor weather conditions, the project was not able to resume last week and this week. We have reached out to the customer to confirm if early next week would work for them for us to come out and finish the remaining window trims required with the new wraps and finalize the punch list. 

  Customer response

  01/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  the internal and external damage to our house, as well as expected damage due to areas left exposed (insulation, wood frames, etc.) since 01/04/2024 and before will need to be corrected.

  The info we received 01/23/2024 from Abby Windows LLC was: "I am reaching out that due to the weather this week we had you tentatively scheduled to have the installer go out tomorrow or Thursday. Instead, he will be going out Tuesday and arrive between 8a-11a and will take roughly 3 days. " This is an example of many " scheduled" times- someone may or may not show up and some work may be done for repairs or more damage maybe incurred- At this time, we have no confidence that they will be here and that the work will be done or done properly.

  The complaint is not resolved.
  
  Regards,
  
  *************************

  

  Business response

  01/25/2024

  We are in contact with the customer via regarding the remaining services being completed next week Wed-Fri. 

   

  "I just wanted to confirm if we could get the installer out on Wednesday through Friday to get services completed. In my previous email I had mentioned Tuesday through Thursday but due to the rain this week pushed some jobs to Monday and Tuesday. We just want to ensure that **** is able to be there as well so if there are questions or concerns he is able to address them. 
  
  
  Please let me know if Wednesday through Friday works for you, they will arrive between 8a-11a."

   

  Thank you

  Customer response

  01/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  yes, Abby Windows has again cancelled the date for the repairs and uncompleted areas- the new date "possible" date that they will be here has been received- I will need to again revise my work schedule.

  The complaint is not even close to being closed as repairs, damage, and even initial siding, gutter, and roof work are not started, not completed, unacceptable.  **** damage to our house, internal and external, will also need to be addressed.
  Regards,
  
  *************************

  

  Business response

  01/26/2024

  The punch list items are scheduled with the customer for Wednesday - Friday of next week to resolve the remaining items.

  Thank you.

  Customer response

  01/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20731096 and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Again, we will not consider the complaint closed until all repairs are corrected properly, damages are repaired, etc.  These issues have been physically reviewed with multiple Abby staff on multiple dates, photos sent at Abby's request, Abby staff have also taken photos on multiple dates- all the same problems for months, no repairs, additional damage, etc.

  For example, 2 windows at a first-floor bedroom have been stripped down to the frame, insulation, etc.- left totally open since 01/04/2024

  For example,

  
  Regards,
  
  Deanne Harris

  Customer response

  02/09/2024

  As an update, the complaint will not be closed by us as the damage and issues continue.

  We have still not received a response to our request for their list of repairs.  Email attached.

  We received an email this morning concerning the widow damage- their statements are incorrect and again any repair has been pushed out until Feb 27- Mar1, 2024.  Yesterday the email stated next week.  They have again left the windows stripped down to the frames and insulation- this has been since December 2023, as previously reported.

  Please feel free to contact me with any questions or for additional details, information, photos, etc.

  Thank you

  Deanne Harris

  Customer response

  02/09/2024

  I am sorry, I just realized they deleted the their email and my response from 2/8/24 from today’s email- attached

  
  

  Customer response

  02/15/2024

  Update attached

  
  

  Customer response

  02/20/2024

  Hi Stacy

  Attached, please find the latest emails- with Abby Windows- still no repairs, areas exposed, etc.

  Thank you

  Deanne Harris

   

  From: Harris, Deanne <[email protected]>
  Sent: Saturday, February 17, 2024 6:58 PM
  To: Catrina McKenzie <[email protected]>
  Subject: RE: Service appointment
  Importance: High

   

  There have been non stop problems since we signed the contract with Abby Windows LLC- and were required to pay $30685.50 in June 2023.

  The improper installations, issues, damage to our house, etc. have been well noted and documented many times including photos. Recent emails are attached, there are many others-

  When the siding finally was started, 11/7/23, the first day the “siding installers” were here- they broke our electric meter- nothing was said… we saw the whole thing happen and called the We Energies- they had to replace the entire unit.  

  Adam and Eric were both here on January 18, 2024- again photos were taken, lists created, same problems and damage recorded- nothing fixed.

  Eric was last here on 2/2/24 and additional siding was dropped off at our house at 8pm that night- since then nothing- no work, no response to emails…but the windows are still exposed to the elements, vent left totally open, bottom of the house not sealed, siding not properly fitted or installed, roof edges not covered, we don’t even have the correct colors for the trim and gutters! 

  We had a new furnace installed this fall and expected approximately a 25% reduction in gas usage- instead we have had an increase of 30% with all of the damage and problems with our house due to the Abby Windows LLC.  We also now have rodents crawling into the walls inside our house- through the unsealed siding bottoms.  Plus all the other internal damage done to ceilings, walls- even a hole in the wall punched from the outside!

  Thank you

  Deanne Harris

  From: Catrina McKenzie <[email protected]>
  Sent: Thursday, February 15, 2024 10:04 AM
  To: Harris, Deanne <[email protected]>
  Subject: Re: Service appointment

   

  Deanne, 

  I was not advised of these issues. I would like to send out a project manager and our quality specialist to meet with you and get documentation of all of the punch list items so that we can make sure that we address all of your concerns. This will then be going back to the production team. I need to schedule a time for you to meet with Adam , project manager and Felix trained technician and quality control specialist. They will discuss and document with photos all of your concerns and discuss details on how they intend to rectify the issues. Eric will no longer be assigned to this project. Please let me know a day next week that works for you to meet up with Adam and Felix. 
  

  Best Regards,

  Catrina Mckenzie

  Service Supervisor 

  (414) 436-2229 

  ext. 719

  Customer response

  03/11/2024

  We did finally receive a “list” of “corrections” from Abby Windows today. The “list” was very incomplete from what we could actually decipher.

  I have attached my email response to them.  They have also had the dumpster removed, approximately 2pm today, so we assume they are not going to repair the damages, make repairs, etc. or refund our $30,065.50 they have had since 06/29/23.

  Please feel free to contact me with any questions

  

  Business response

  03/14/2024

  We have attempted to resolve the customers concerns, however, we have been unable to get answers as to exactly what the customer expects to be done differently than what we are proposing. We have communicated our intentions to the customer and will proceed with the minor corrections we have agreed to at this time based on the customer's availability. If the customer provides us with a specific list of concerns that have not been addressed, or have not been addressed to their satisfaction, we can reevaluate. However, at this time, they have been unwilling to provide the details of exactly what they are expecting to be corrected. 

  Customer response

  03/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20731096, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Unfortunately, the Abby Windows statement is not accurate.  We have provided Abby Windows with specific concerns, repairs needed, damages to be repaired, etc. beginning in 2023. All have been well documented in email correspondence and photos sent to Abby at their request.  An example of 18 emails from 2024 (there are many 2023 emails to Abby Windows as well) concerning the exact same with specific concerns, repairs needed, damages to be repaired, etc., again sent to Lance Vanderlaan, Abby Windows Director of Operations on 03/13/2024- he is again requesting "a list" from us.

  Numerous Abby Windows staff have been at our home on numerous dates to document the specific concerns, repairs needed, damages to be repaired, etc.  During the numerous inspections by Abby Windows staff, photos were taken, specific areas, damages, gaps, improper installations exposed areas (for example, the areas around the windows on the East side of our home have been exposed down to the wood and insulation since December 2023, a vent on the South side of our home has been left open and uncovered since November 2023)- even additional siding was delivered, at our home, for replacement of areas of improper installation on 02/02/2024.The latest "inspection" date being 03/04/2024, 1:00pm, with Adam Webb (this was his 3rd time out here for a review of the same specific concerns, repairs needed, damages to be repaired, etc.) and Felix Cartagena.  At this time, Adam Webb stated we would receive a list with all of the specific concerns, repairs needed, damages to be repaired, etc. from Abby Windows on 03/04/2024 or 03/05/2024- this was not received .  We again requested the list from Abby Windows on 03/08/2024, and finally received the "Service Form" from Abby Windows, attached, on 03/11/2024. Only 4 minimal repairs/ issues were noted- this is unacceptable.  Abby Windows has had knowledge of the specific concerns, repairs needed, damages to be repaired, etc. from our emails and photos to their staff, multiple inspections by multiple Abby Windows staff and photos taken by multiple members of their staff as well.  They have refused to acknowledge the specific concerns, repairs needed, damages to be repaired, etc. as reported and documented.  We were required to pay Abby Windows $30,685.50 06/29/2023 and still have major specific concerns, repairs needed, damages to be repaired, etc. that have not been acknowledged or corrected by Abby Windows even though all have been well documented in correspondence, photos, etc. to Abby Windows.

  Regards,
  
  Deanne Harris

  

  Business response

  03/18/2024

  The list of repairs sent to the customer represents the punch list we intend to complete. We have requested an itemized list of remaining punch list items that are not to the customers satisfaction. Multiple attempts have been made to satisfy the customer, however, there appears to remain more issues that the customer believes exists that we have not identified. The customer needs to send us this list of concerns so we can review them and their validity to proceed. We are unable to proceed with anything until the customer provides the itemized list of additional repairs they believe still exist. We do not agree that "no repairs have been completed" given that we have been onsite multiple times to resolve the customers concerns as they are brought up. 

  Customer response

  03/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20731096, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The response from Abby Windows LLC is not accurate or acceptable.
  
  Regards,
  
  Deanne Harris

  Customer response

  04/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20731096, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  The list has again been provided to Abby Windows LLC by our attorney.

  
  

  
  Regards,
  
  Deanne Harris

  Customer response

  05/06/2024

  We have still heard nothing from Abby Windows.  My attorney gave them until the end of April to respond to the list of repairs, corrections, and completions on the roof and siding on our house- still nothing.

  
  

  

  Business response

  05/06/2024

  Thank you for letting us know. This has been submitted and you should follow up with your counsel. 

  Customer response

  05/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20731096, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The response has just been received, is being reviewed with my legal counsel.
  
  Regards,
  
  Deanne Harris

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  4/11/23 signed contract & $2170.50 down and we still do not have our window installed. We were Verbally guaranteed a very experienced installer would install the job. Which is a majority of the reason why we agreed to purchase a window over $4k for 25x65 roughly. **** refused to speak with me unless I delete a Nextdoor neighborhood post which has received over 16k hits in 3 days. I feel threatened by her statements. ************************************************************************** 1) complete lack of communication! 2) We had to reach out to Abby Windowsill to see if our window had come in and they said, oh, yea its here. we were told wed be contacted once the window was in and ****** communicated the urgency of a quick turnaround to keep our project on track. 3)day of installation, about 1hr prior received a call asking to reschedule for later that day, which unfortunately didnt work for our schedule. We set up a new installation date and after waiting Around all day NOTHING! NO SHOW and NO CALL. We were told the prior scheduling person quit and left everything very messed up!One of the project coordinators told us they would send the new guy out well we dont want the new guy we want the guy we were guaranteed with 20+ years installation experience that works for **** because we were told we would have the best installer on the job since we have *********************** and mortar. We were guaranteed quality seamless communication and up until this 90% of the reach out has been on our behalf even after being told we would receive a call on multiple occasions. We were informed August 14 or 15th is the next available date after an original verbal agreement of the project being completed by the end of June early July as this window is located in our main restroom.I asked to speak with ********** was informed escalations flow through someone else. The only reason this is escalated is because we were guaranteed a window and complete install by now.

  

  Business response

  08/08/2023

  This matter has been solved and a resolution has been reached. 

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had windows installed by Abby Windows in 2018. Noticed a crack in one of them in April of this year. Have contacted the company numerous times since April regarding their warranty. There has been no follow through by them.

  

  Business response

  07/20/2023

  Thank you for reaching out. Please call our office directly so we can further assist you **************** or fill out a service request form on our website at www.abbywindows.com

   

   

*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. ↩