ComplaintsforClearview Windows and Doors, Inc.

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased $46,427.48 worth of PGT sliding glass by -pass doors and windows from Clearview ************************************************ **** located at **************************************************************; in March 2015. These are ************************************* and sliding glass doors. They had to come out and replace three defective sliding glass panels; which they did in 2019 and 2021. Then, beginning last summer 2022 and again in the fall 2022; I contacted them numerous times concerning two more defective sliding glass door panels. They would not call me back; so I called PGT Windows October 26, 2022; they requested that I email ********************************* pictures, glass numbers in the corners of the glass, copy of the contract, etc. Which I did. After making more numerous calls to Clearview; **** finally texted me on Nov. 27, 2022, December 20, 2022, March 9, 2023, April 11, 12, and 20, 2023. He sent a man to my house who verified two more defective sliding glass patio doors. He took pictures and window numbers taken off the glass. I called a month later and was told the panels were ordered. I have since called the Clearview office several more times asking for an install date and where are my panels; and each time they tell me they either can't find my contract; or the "office manager" is out and will call me back; but, NOBODY calls me back. I don't know where my panels are. These panels are clearly DEFECTIVE. PGT should do a better job when manufacturing Miami-Dade *** sliding glass doors. My contract number is #******* . The complete order of sliders/doors were installed somewhere between April and May 2015. Three previous defective sliders were replaced 3/22/2019 and 10/14/2021; and I've been contacting them for the other two defective panels since at least the summer of 2022. The installation copy of contract sales order states #******. I left another message on Clearview's voicemail and texted **** back again, today 9-26-23. Either replace these two more defective sliders or refund us.

  Business response

  10/16/2023

  As stated in the complaint, *************************** originally purchased Windows & Sliding glass doors from our company back in March of 2015. Since then, there have been multiple defects with the actual product sent to us by ************** **** the manufacturer of the Windows & Sliding Glass doors that were ordered. The original installation occurred in 2015. Then the first set of replacement products were sent to us by PGT and installed by our company ClearView Windows & Doors *** in 2019. In 2021 the product defected again, and more replacement panels were sent to us from PGT. We installed the panels for the 3rd time in 2021. All of this matches the information provided in the complaint from ***************************. ******** is stating that the products defected a 4th time in the Summer of 2022, and she reached out to us at that time. We have no record of that, however right around the Fall of 2022, we did hire a new Operations Manager. When they were brought on, they set up a new file management system as well as phone system and lost records to the previous phone system we had numerous issues with the new phone system, which may account for some of ********* missed calls.

  
  **** connected with ******** via text message and our employee ************************* was sent to review the defects at Patricias home on 4/27/23. He confirmed the defects in the panels and took pictures to document what he saw. Those pictures were sent off to PGT to confirm the defect and request replacement panels. In June we still didnt have confirmation of replacements from PGT, so we requested updates. In July, PGT had still not processed a replacement order, so the case was escalated internally within PGTs customer support. On August 7th ******** called us again asking for an update. On Aug 9th, we finally received confirmation of the replacement order. That replacement order arrived on 9/19/23, however when it arrived, it was concluded that PGT only sent 1 replacement panel for the customer, not 2 as was requested and needed. We re-opened the case with PGT and at this point we have an ETA of 10/27/23 for the 2nd replacement panel. We called ******** on 9/29/23 and gave her the ETAs for the 2nd replacement panel and due to her being out of town 10/23-10/28, the replacements are scheduled to be installed on 10/30/23.

  
  ******** has admitted to us via text that her issues are with PGTs defective product, however she felt like she had no way to get through to us, so she launched a BBB complaint to get our attention. We do not feel the complaint is warranted, as we have been doing everything in our power to replace this defective product multiple times, including servicing these panels at a "no charge" (outside of our warranty), and are at the mercy of ************** *** to send us the correct amount of non-defective product. 

  Customer response

  10/20/2023

   
  Complaint: 20660243
  
  I am only rejecting part of this response because: 

   I do agree in August; ****  finally got *** to respond to him and get the  additional two more replacement panels ordered; that was supposed to have been placed  months ago; (which Clearview Windows apparently did  receive one panel and nobody knew what happened to the second panel). Nobody called to tell me anything on the status of the replacement panels; and nobody in the office knew what was going on; and said they would call me back; and they never did.....That's when I got fed up. 

   I would like to clarify; and part of our frustration has been;  is on 3/22/19;  I did pay $300.00 for the labor on replacing the glass, and again on 10/14/21;  I did pay $275.00 for replacing a panel. So, this labor was not done at a no charge fee. Which we as well as  other customers  that purchased defective PGT sliders have complained about as well. $40,000.00 worth of windows and seven sliding glass doors; and then I have to pay labor again for defective sliders. **** did say he would get these next two panels installed at no charge; but, that was not the case  prior to **** getting involved. 

  These  additional two defective panels took time to actually realize these panels were doing the same thing as the other three; turning bluish and all discolored with lines and stuff on the inside of the glass panels....it's like at what point does one realize we aren't just "seeing" things....and it becomes clear these are defective panels. 

  This is the only reason I am wanting to "dispute" a part of the response from ****; although I do understand his frustrations and problems with new employees and/or new record keeping system; as well with PGT producing defective panels. Other people that bought PGT problems have had the exact same issues. But, PGT made me go thru Clearview Windows. I had no choice; and with no response or answers from the office; until **** got involved  I had no choice but to seek help through our BBB.

  And, I was truly frustrated trying to get someone to help me or respond to me for months prior to filing the complaint with the BBB. It's the only hope I had without going to court. **** did respond to me on my last follow up calls to him in August. But, again, I was the one who had to keep pursuing help on getting these defective panels replaced. 

  I do appreciate ****'s help; but, I don't appreciate the run around I got from the office calls I made originally since last fall 2022; and then they had  no records. 

  My hope is the panels will get replaced on October 30th, 2023. I will then be satisfied with this complaint; and my thanks goes out to **** for helping. 

  Sincerely,
  
  ******** & *******************

  Customer response

  12/05/2023

  This problem has been resolved thanks to **** at Clearview Windows. Thank you for your help.  

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Contracted with Clearview Windows and Doors Inc. on Feb. 24, 2022 for impact windows/slider for my entire home. I called the company on 5/19 to check on delivery and scheduled installation for June 27, 2022. Was told by initial Sales person Tom Keelen (who no longer works for the company) that the install would take approx. 2-3 days. The job started on Monday 6/27 and took 6 days for 99% installation as one window needed to be reordered for improper sizing (installation crew William and his friend also no longer work for Clearview). Upon initial install there was damage to drywall and a cracked tile in the master bathroom shower. Was told at initial sale that all damage would be covered after install on follow up (see attached photos). Called Clearview on 9/2 to see when the last window would arrive and was scheduled the following week. Meet with Dave (customer representative who ALSO no longer works for Clearview) to go over put out list of repairs. Was told that immediately after the County did final inspection the repairs would be addressed. Informed Dave that a screen was improperly fitted and needed reordering. County inspection was 10/7/22. An employee named Anthony arrived on 10/13/22 to fix a window which would not lock (still not working) and to place covers over window hardware, missing was covers for window over door and slider plugs and was told that they would be ordered along with the missing screen. I have placed numerous calls to Clearview regarding followup to repairs and have been shuffled around to Brooke, Molly, Dave etc all assuring me that someone would contact me to address the repairs ad as of Dec 1,2022 still nothing!!!I have hired my own contractor to fix the broken tile in my master bathroom and to repair the damage plaster and paint the damage around the sliding door and window. The out of pocket cost for the repair is $600. I still have one window that does not lock properly, missing a screen and the hardware covers for the window over the front door and caps for sliding door! Total cost for this project was $25,455.75 of which $24,410. has been paid (plus the $600.00 out of pocket expense for repairs). Clearview Windows and Doors has horrible customer service, never return phone calls or follow up on scheduling. I have left voice messages with John Harding with no reply. I am seeking the repair done to the faulty window lock, delivery of the missing screen and hardware covers plus credit for the $600. out of pocket repairs.

  Business response

  01/06/2023

  This response was taken verbally by BBB:

  The faulty window lock (balance rod) was repaired December 14th. The screens and hardware covers were addressed on January 5th. All of the work is completed at this time and the customer has a final bill in excess of $1,000.00. In regards to a credit/refund of repairs, the customer has never sent us any invoice/receipts for review in either the BBB Complaint or State complaint that was filed. If the customer would like to attach support, we would be happy to review it with the owners. There will still be a balance due if a credit is offered.

  Customer response

  01/09/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18490026, and find that this resolution is satisfactory to me.
  I have submitted a copy of the paid invoice for the repairs that were not addressed by Clearview to Clearview accounting dept (Clayton) and spoke to Mr. Jack Harding (owner) on 1/6/2023 who waived the final deposit of $1,000. to off set the charges that I incurred for repairs.  
  Sincerely,
  
  ********* ********

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